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at the Grand Sirenis Mayan Beach Hotel & Spa
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If I could give 0 stars I would - absolutely horrible experience!
Sep 15th, 2020
Very poor experience of this hotel, particularly in relation to the customer service we received. Stayed here in February 2020 for both mine and my husbands birthday – a mistake we would later come to regret. Before you think I am a habitual moaner – please do see my other reviews. Our first four nights in this hotel were horrendous. Unfortunately, despite the fact that both prior to arrival and on arrival we had requested a quiet room, we were placed in a block which seemed to be the base for several dozen young people partying through the night. Screaming, shouting, swearing and the loud banging of doors in the lobby ensued until a minimum of 4am in the morning. One morning it was 6am. Other guests were shouting to try and get them to be quiet which resulted in more swearing. Some guests in the block had children, and my sincere sympathies go out to them, it was difficult enough to deal with this as a couple, let alone with little ones in tow. We called reception over a dozen times to complain, spoke to the concierge on several occasions, submitted emails to the hotel manager (which were completely ignored), and even submitted our concerns through the Grand Sirenis app. Not at any point were we offered a change of room to a quieter area, an apology, or even a response in the case of emails. Once we got finally got TUI involved (at 5am on the fourth day), we were finally moved to a quiet room where our experience improved, and we were finally able to sleep. We did however lose a whole day of our holiday in order to do this, but seeing as we’d only had half an hour sleep per night it seemed worthwhile. The day before we left I overheard four other guests (from different families) talking who were staying on that side of the hotel and they were still having the same problem. It is an absolute DISGRACE that people who have paid a not insignificant amount of money to be in this hotel should be treated in this manner. The perpetrators of the disruption should have been made to quiet down or leave. Utter shame on the hotel management for allowing this to go on, completely and utterly unacceptable, let alone in a supposedly ‘5 star’ establishment. We were offered a ‘complimentary’ water circuit (hold on to your hats – it was worth a whole £16 – sixteen whole Great British Pounds!) in the spa to compensate this – it took four hours to book, and then we had to explain to a further six members of staff before we were begrudgingly given this, this was then attempted to be charged to us on departure. We were also told we would receive a complimentary bottle of sparkling wine – unsurprisingly this never appeared, however seeing this is an all inclusive hotel this was a hollow gesture at best. I’d just like to point out at this point too, when we first tried to book through the concierge for this after telling them of our unsatisfactory experience, he then tried to sell us a timeshare at the hotel - outrageous!!!!! The resort itself however is very pretty, there is an abundance of interesting wildlife wondering round and tropical fish in the sea which was wonderful to see. The lazy river was also a bonus of this hotel. The pool areas were clean and well tended to, a waiter will come round to bring you drinks but be prepared to tip them heavily otherwise you will not see them again. The beach, although man made, was great and the water clear and seaweed free. The food I’m afraid certainly does not make up for the other shortcomings and was disappointingly bland. The breakfast and lunch were ok, but the al a cartes were dreadful. I think the best part of my birthday meal was the disgruntled waiter pretty much throwing the food on the table and stomping away, quite hilarious. Again, no effort was made for this despite the fact we had told the concierge this was a special meal. The nights we ate in the buffet were again very bland, I must say we were very disappointed we got to Mexico and not a bite of good Mexican food until we left the complex! If you are thinking about booking this hotel I would advise you to sincerely think very hard about your decision – we almost booked the Grand Palladium and very very VERY much regret not doing so. There is an awful lot of potential in this hotel but the dreadful management of the behaviour of poorly behaved guests ruined our holiday, and that of many others too I imagine. Considering this was a holiday that cost a few thousand pounds which we only got to enjoy two days of, I just cannot convey the sick sinking feeling in my stomach of disappointment enough. Unsurprisingly the £16 water circuit did little to compensate this. Mexico and Rivieria Maya are beautiful, I would definitely encourage people to visit this destination – please just not this hotel. TRIPADVISOR.COM USER
Holiday of a life time!
Aug 17th, 2020
I don’t even know where to start with this paradise! Great 14 night stay here and didn’t want to leave. Super large resort with plenty of pools, lazy river connecting, adult pool, private beach, food and drink everywhere! I’m talking massive variety of choice for breakfast lunch and dinner. BBQ food served right on the beach, fries, nachos and cheese he list goes on. Local alcohol and even branded alcohol from curtain bars on the resort. The staff here work so hard and in the heat too. Always smiling and I’ve never been called Amigo by so many friendly people in all my life. Evening entertainment is great especially if your travelling with children and they also have a dolphins enclosure on site... great experience and let me tell you, they’re well looked after. Rooms are huge with TV and cable, seating area and balcony. Bathroom has vanity, shower, toilet (obviously) and a whirlpool/jacuzzi bath tub.. the fun is real people 🤪😉 turn down service is a nice touch when coming back to the room for bed and the pillows have a chocolate on the pillow and the bed is made ready to jump in. Honestly this place is great the only bad thing I have to say about this place is that they sent me home haha If you book here please take a bunch of smaller dollar bills and tip the staff. They really are worth it and they go above and beyond to make your stay great! Enjoy. TRIPADVISOR.COM USER
Exceptional highly recommend
Jun 30th, 2020
This was a amazing experience for myself and my family We loved our stay! The hotel had friendly and helpful staff starting from our concierge Oscar, the beach club staff above and beyond Alex,Eddie,Lalo,Clemente,Enrique and the one of the best waiters if not the best Amado and the girls around the pool serving I forgot to write down their names great service and the most friendly driver my man Freddy. I can’t wait to get back. The atmosphere of the hotel is very relaxing and it's very clean. TRIPADVISOR.COM USER
Summer Holiday 🏝
Jun 29th, 2020
I couldn’t recommend this resort enough! The complex is huge, there is so much exploring to do. Spacious rooms, fab entertainment, delicious meals / drinks (book al a-cart restaurants when arriving to secure a place on your stay!), friendly staff, great views and amazing weather! We would definitely return! 🌞 I would also recommend the day trip to Holbox - we absolutely loved it. Great to visit before it becomes taken over by big hotel firms who will destroy the natural beauty of the island. TRIPADVISOR.COM USER
Luxury and the best holiday of my life
Jun 4th, 2020
The hotel was amazing. We arrived on christmas day and we felt so special in this hotel. The efforts for celebration and for looking after its guests were super. The facilities, staff and beach nearby is all 10/10 Read my blog for more about my mexico trip. escapewithlea.net TRIPADVISOR.COM USER
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