Grand Riviera Princess

Prolongacion 5ta Avenida Mza 20 Lote 006 | Playa del Carmen, Maya Riviera & The Yucatan 77710  [SEE MAP]Playa del Carmen, Maya Riviera & The Yucatan  [SEE ADDRESS]
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Courtesy of Grand Riviera Princess

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at the Grand Riviera Princess

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Guest Reviews

TripAdvisor Traveler Rating 4

Very impressive!

Aug 20th, 2019

This was our 5th trip to the Caribbean but our first to Mexico and I really would liked to have given an excellent review because we really like the resort overall but there were a few unfortunate things that were negative. At the outset I would say if you are planning to stay here I don't think you will be disappointed so go ahead and try it, I will attempt to explain what we didn't like from our personal experience and you can decide if it is something you can overlook? First off the Grand Princess is huge - it took ten minutes to walk from the beach to the lobby, our room was near the beach so every morning we had to trek up to the buffet for breakfast. Yes they do have a trolley that runs the length of the resort but it is usually a 15-20 minute wait. The temperature was 115 degrees with the humidity so we tried to keep our walking to a minimum. The service was great from check in to the restaurant, the bar, the pool, the cleaning staff, grounds and security. We had an issue with our safe and they sent a security man up within ten minutes and also gave us a follow up phone call to make sure everything was to our satisfaction. Our room was spotless and there were staff everywhere cleaning and repairing things around the resort. There was a good selection of food at the buffet and we found the A la cartes very decent. Overall we thought the food was very good. Yes there was seaweed at the beach but once you get in the swimming was fine. We vacation in the maritimes in the summer so we didn't find the smell overbad, it is tolerable (but can be kind of nasty). Anyhow the resort has no control over it anyways. The staff are good at looking after the pools, we saw them using a test kit a couple times a day and adding shock at night. The pools with the swim up bar were kind of sketchy at times but it mostly because some guests were treating it like a garbage can as opposed to a pool. At one point I found a wedge of lime at the bottom of the pool. Gross. Everything at the resort is efficient from what we experienced, check out was almost effortless. They really seem to understand that part of the tourist industry. Now the down side - we have been to Jamaica and Cuba for our last 3 trips and were sort of unsuspecting when we landed. When we came out to get the bus some lady (who looked like airport staff) brought us over to a guy (who looked like a official tourism rep) who tried to sell us all kinds of tours. If it is your first trip tell them thanks but no thanks and b line it for the front door and your bus! I realize this has nothing to do with the resort but it is the preamble to the next part. Once we checked in we were approached by a guy who (again) we thought was a hotel rep. He said he would answer our questions and look after us for the week. We sat down with him and had a drink under the impression that he was going to explain the resort to us. Very quickly we realized this was for a timeshare deal and he asked us to go for breakfast the next morning and they would show us around the Platinum area a bit and he would get a small commision and that they would give us a hundred dollar gift card to spend at the resort. We wanted to see the Platinum side anyways and since it was only 90 minutes of our time we conceded. We had breakfast at the Chill Out by the Platinum area on the beach and listened to the spiel and then they tried to sell us a 40000 dollar timeshare-type vacation deal. We said we weren't interested so they kept coming down in price and just kept sending different people over to try and talk us into buying something. Obviously we didn't want to buy anything and I had to get blunt with them to let them know it was time to wrap things up. The whole affair left a bad taste in our mouth, yes we did agree to look but we said no. Everytime we went to the buffet or lobby they would start a conversation to try and reel us in again. I finally had to be rude which is something I prefer not to do. We finally resorted to finding alternate routes to avoid the situation. While it didn't ruin our trip it was certainly aggravating, I think most people are looking to relax on their vacation with a minimum amount of harassment. I asked around and the consensus was that it's the norm in Mexico and if it's something that doesn't bother you then no worries, as for us - we hate it! Getting back to the resort, we thought it was beautiful and huge, so keep that in mind before you book. It is a little bigger than we prefer but again it's personal preference, we're glad we tried it but will stick to something smaller. Despite the size we did feel we received great personal service. Having said all that, what people really want to hear in a review is "Do you recommend it?" in which case I can confidently say I don't think you will regret it! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

The hotel staff stole my stuff !! :( traducelo al español vale la pena leer

Aug 20th, 2019

I stayed last week for approximately 7 days at the Grand Princess Riviera hotel, everything was going well although everything they have to eat was terrible I don't blame it but it should have more like a 3-4 stars instead of the 5 that it claims to have. On Thursday 15 I left the hotel around 3, and my friend made her check out because she needed to leave before. I specified at the reception that I would stay until Sunday and also called on Friday to assure them that I would return. When I returned on Saturday 17 in the afternoon there was none of my things that I left in my room except for my laptop that was in the safe. I called a concierge and the one who answered, I don't remember his name, immediately passed me on the phone to the head of concierge Nancy, who was a headache, arrogant and moody. I understand that they have a protocol of things but this girl is a fool, I think they should fire her because she does not know how to solve problems, made me feel guilty that my things had been stolen and never showed up in my room at least as gesture. She sent a guard and another man named Miguel to my room, who behaved just like her very despot, and the only thing they told me was that the hotel is not responsible for lost items outside the safe, and that I had to waste my time reporting it to the police, which in Mexico takes hours. It seemed impossible for them to verify who had been the workers who had come to clean my room, the staff of that hotel does not know anything operational or how to solve their own problems. If you want to go on a terrible vacation you should visit this disgusting hotel, but if you don't want that, I recommend any hotel other than this one even if it is a hostel they will treat you better than in Grand Riviera. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Okay resort but, KEEP YOUR BELONGINGS SAFE!

Aug 20th, 2019

My friends and I just returned after spending 2 weeks at this resort. Although we did have a time good time overall, unfortunately I cannot rate highly due to the experiences had whilst there. First of all, the food is… ok. The breakfast is probably best due to the wide variety of buffet food. If you’re looking to eat by the pool or beach, don’t expect much more than a burger and chips on offer… which is fine, but other days we found ourselves heading back up to the main buffet area for dinner to have a salad/something healthier, which just seemed like an inconvenience – why not have something closer by? Don’t do the buffet for dinner. Just don’t. If you’ve paid through the roof for an all-inclusive holiday, take advantage of the restaurants on site. My friends and I liked the Italian (Mainly for the pasta, wouldn’t recommend the pizza) and also the Chinese. The pools are great. Sun loungers in the shade are hard to come by, even when going down at 8am, as people leave their towels out EARLY, which I can imagine would be annoying for families – us, not so much, as we spent 90% of the day in the pool. The swim-up bars are probably the best thing about the hotel, and you definitely get what you paid for in terms of the drinks. The rooms were fine but nothing special. Ours didn’t have a view and faced palm trees, which was annoying as we got no sunlight on our balcony and when we left our bikinis out there, some of them didn’t dry for days. Also, sadly our room was a floor above and the complete other side of the building to our friends we were on holiday with, which isn’t a huge issue but wasn’t convenient. We spoke to a man and wife who came away with their 2 kids and they had the same problem, except when they asked to change they were told to pay $600! So we thought we wouldn’t bother. And finally, the important bit, and why I simply cannot rate this resort highly. Things were taken from our room – I had my AirPods stolen and my friend had her £200+ watch and ring stolen. Although the hotel was very professional when we called them up about it, and brought security up to do a thorough check of the room for us… that was it. Afterwards, there was no apology, no follow up, nothing, and as you can imagine, it really dampened the mood of our holiday as we had paid top prices for average service and also to feel unsafe in our own room. So all in all, I can’t rate this resort very highly. I still had a good time due to just having fun with my friends in the pool in the daytime, but I feel like you could do that anywhere. Really unimpressed with the stuff being stolen from what I can only assume was the cleaning staff (as we met people at the airport who had the same thing happen to them). I won’t return. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Please follow up.

Aug 18th, 2019

I really only have one complaint about my stay at Grand Riviera Princess and unfortunately it is causing me to have to write a poor rated review. Upon arrival you are greeted with Champagne and check in is very smooth and easy. The front receptionist that helped us was Grecia, very friendly but when she offered us to upgrade to a Platinum OCEAN VEIW room for my birthday, she failed to mention or lack the knowledge of the resort she works in, because we later found out that there is no actual Ocean View Room available. I voiced to her how important the view was to me and that it was my main reason I was paying the resort for the upgrade. She reassured me I would not be disappointed, and that it would make my birthday stay with them all that much better. After talking to the Manager in the front office about the view that I was promised by Grecia, he said the only way to get any kind of compensation for the upgrade was to write a review and hope someone reaches out to us. He said he did not have any other way to reimburse us for a full or partial payment of the Upgrade amount I paid. I do not think this is a fair way to handle the situation, because I wanted to rate the resort a 5/5 stars. It truly is a great Resort with wonderful staff and food. But unfortunately I have to give the resort a horrible review to get some sort of reimbursement. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Not great

Aug 18th, 2019

We had a wedding in playa and a number of our family members stayed at the hotel. First, the resort is huge so be ready to walk or wait to take shuttle carts around the property. Staff was not very friendly or helpful. The staff at restaurants and pool were the most friendly but anyone up front at front desk and bell stand seem to be annoyed to help with anything and they were very slow with everything. Another party with us had booked one type of room but they gave them another. They told her that they could change rooms the next day but made her check out of current room at noon and couldn’t check into new one until 3:00....rediculous. And instead of offering anything they gave her a smaller room. There is one towel stand at the whole place and one day they were out of towels for 2 hours. I’ve been to Cancun/Playa many times and this was the worst experience I have had. TRIPADVISOR.COM USER 

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