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at the Grand Sunset Princess
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Worst hotel ever
Feb 15th, 2021
Came for Valentine’s Day with my boyfriend and they gave me a double bed. I asked the same day at reception if I can have one bed, as that’s what they were suppose to give me. Arrived Friday night and it’s Sunday night and they still haven’t changed me room. Spoke to Manager Raymond Moran and he apologized for the inconvenience he mentioned they would upgrade us rooms for the inconvenience. Went to reception for the change and the person in the reception by the name Cid was very rude to us. Story short it’s 12:40 pm we are tired of waiting for the room change and to top it all of we fly tomorrow we have waited for the room change for 2 hours. Worst mistake to come here if your planning something romantic don’t come here so upset and tired of this bs and incompetent employees. No more recommending our friends here go somewhere else not worth it. Housekeeping doesn’t even do there job right even found a dirty sock on chair mat talk about covid. Only means they don’t clean nor sanitize there rooms. TRIPADVISOR.COM USER
Great Experience in May 2019
Jan 27th, 2021
I travelled here in May 2019 (NOT 2020 but I had no option to select 2019) and planned to return in 2020 but was unfortunately unable to because of the pandemic, so I hope to be able to visit again either in 2021 or 2022. This resort is really my favorite of the ones I have travelled to. Upon arriving in Mexico, transportation to the resort from the airport was organized for us and very easy to locate. Check in at this resort was a breeze, we were offered a welcome drink upon arrival and we were able to be checked into our room much earlier than we expected to. Our room was very large and exceptionally clean, with housekeeping coming every day and re making the bed, replacing towels, refilling the fridge, and generally cleaning the floor and surfaces. The bed was very comfortable. We were on the first floor which was convenient and there were no noise concerns. The pools at the resort are fantastic. There are multiple different sized pools in different areas, and you have variety depending on what you want (ie: quiet pools, pools with entertainment, pools with a swim up bar etc...). They are all clean and the temperature is comfortable. When we travelled in 2019, unfortunately there was a seaweed problem in the whole area where the resort is located, so we were unable to swim on the beach because the seaweed covered the shore about 5m into the water, but this wasn't the fault of the resort because the sand itself was clean. The resort grounds are huge, and very clean and well manicured. I was impressed with the food and the drinks at this resort. I found the drinks to be strong, with a good variety of alcohols, which are happily customized to your liking. The food (in 2019 when i went) was also very good, and I am generally very food sensitive. I found the breakfast buffet to be my favorite by far, with a huge variety of foods and plenty of made to order omelettes. We actually preferred the buffet to the a la carte restaurants, but the Italian restaurant was good for dinner. We also really liked that the sports bar was open 24/7, with basic foods available at all times, which was great for late returns to the resort after excursions. The sports bar was always broadcasting different games which drew large crowds in the evenings (this was during the time of the Toronto Raptors championship run in 2019 so myself and many other Canadians were there multiple during the week times watching games). The resort offers great services to guests in terms of excursion planning and booking. We had a private appointment with a sunwing representative (as we flew with sunwing from Toronto) the day after we arrived, and she was absolutely phenomenal. We explained what we wanted to do, and she showed us all of our options, managed to score us multiple deals, and laid out our excursions so we had ample time to rest in between. We ended up booking 3 excursions, two full day and one half day, because there is so much to do and see in this area. All we had to do was show up at the lobby on the morning of the excursion with our tickets and water bottles, and everything else was taken care of for us. Overall, this was a phenomenal trip. I would remind guests to ensure they tip their servers, housekeepers, and other resort staff, because they really do everything they can to ensure that your trip is great and are always available to help or even just chat. They really appreciate good conversation, and are very kind. I now understand why this resort has such a high repeat customer rate, because I myself will certainly return. Despite being a very large resort, it is in no way overwhelming and does not feel crowded, and despite being older than some in the area, you do not lack anything in terms of amenities or modern design. TRIPADVISOR.COM USER
Visit during COVID - read all the way through
Jan 8th, 2021
If you are considering a visit during the COVID crisis, PLEASE READ this all the way to the end. The full story really matters. I had a hard time writing this because I really want people to understand -- the travel situation is simply not ideal, we are in a global health crisis, these people were just recently hit by a Cat 5 hurricane. You will still have a 5-star experience at Princess if you just relax and roll with the changes. The key is to know what to expect. THE BIGGEST THING TO KNOW BEFORE YOU GET THERE: Half of the resort is shut down! The property is truly HUGE, like two normal-sized resorts on a single property, so you are left with a normal-sized resort to play with. *If you book on the Sunset side, you will be moved to the Platinum side!!!* I was shocked that this wasn't communicated ahead of time, but it turned out OK in the end. Instead of a Villa we were moved to a honeymoon suite. It was lovely and a fair trade. PROS - The staff. Oh my gosh, the staff. I cannot express how nice these people are. I have been to many many hotels, resorts, cruise ships, etc. This is by far and away the nicest, most helpful group I have ever encountered. - Be prepared to politely smile, shake your head, and say "no thank you" to upsells. Be understanding... these companies are really hurting. Someone from the Vacation Club literally met us at the front door and hit us with a pitch before we knew what was happening. Excursion partners have reps hang out near the pool. As in all of Mexico, vendors stroll the beach. TRIPADVISOR.COM USER
Nov 15th, 2020
Just got back from resort. Spa is closed but still doing massages on the beach Ana and Maria wonderful as is Diego at pool bar. Had an awesome time. Very clean hotel was our 3rd time there and definitely going back. TRIPADVISOR.COM USER
Far from 5 stars.
Nov 11th, 2020
As I am sitting by the pool of the hotel, I’m wondering who gave this hotel 5 stars? The property have so much potential, and probably was gorgeous sometime in the past. But now, it’s run down! I have no idea if this is pre Covid or pos Covid, but they shouldn’t have opened the resort like this. Hotel needs a lot of maintenance. Thatched roofs are falling, ceilings are falling (holes and mold in it) hotel needs new painting everywhere, rooms, elevator and corridor smells like mold, beach smells like sulfur, a bunch of umbrellas at the beach are broken on the sand, and a few by the pool as well. Walking through the resort, there are two buildings (hotel is huge) with no chance at all to receive guests now. Went to the pool twice, and they were out of pool towels (?). Had a bad experience with my luggages upon check in, and at least I got a room upgrade. Even then, the wood window between jacuzzi and bed, wasn’t closing properly (same with cabinet near the refrigerator)! And my toilet fall apart in the third day! Hotel doesn’t have enough pesos even to change a $100 bill! Regarding the Wi-Fi, I tried the free one, which didn’t work at all at my room. So I paid for premium, which never worked as well. Glad I had the receipt, because when I call the lobby to complain, I was called a liar! They stated the hotel doesn’t sell Wi-Fi! Had to talk to a supervisor, prove that I paid, and at least I was given a VIP Wi-Fi for free (which does work great)! Golf carts running by the bell boys, are great. You can count on them anytime. Calling or just waiting for the them at the shuttle stop. Foods in the restaurants are amazing. Literally 5 stars! But at the buffet, except for breakfast, food is horrible. Like, really horrible! Annoyed me tho, that I had to go in the concierge to make a reservation (restaurants are upon reservation only), because they won’t do over the phone. I was busy all day long diving cenotes, so timing was hard. But it worked. So, if you are reading this, make sure to call the hotel and ask if the property was renovated. Right now, it is not worth a penny! TRIPADVISOR.COM USER
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