TripAdvisor Traveler Rating

Alejandro and Sergio provided exceptional service! They were the best, incredibly attentive, and truly went above and beyond. Their attention to detail and dedication made our experience unforgettable. Highly recommend their services!

We stayed for 4 nights in the Family Selection even though we were a couple because it was quieter ( no school holidays). The Adults Only section was very rowdy, so we were glad we did this. They pitch you at reception to upgrade to suite because you get a complimentary minibar and butler, but this was not as billed. The butler asked what selection of spirits we wanted and then came back to tell us we could only have one. He also could not give us wine unless we paid extra, and wine in all the restaurants you have to pay extra for. What’s the point of an all inclusive if you have pay extra for wine?? We ordered room service through the TV which never arrived- we were told this functionality didn’t works we tried to book restaurant reservations through the app and were advised not to do this at reception because it was unreliable. The staff were very friendly and the property is lovely if you like large resort feel, but infrastructure/ service could be improved

We had the best time with our 2.5 year old. The pool, grounds and restaurants were all great and so accommodating for our toddler. He loved the water park too. Special shout out to Alejandro for help booking restaurants and babysitting services. Diana was an excellent babysitter and very friendly. We enjoyed our dinner at the steak house with Ricardo and boat rides with Julio to get home. Overall, it was a fun and relaxing week away. Thank you Grand Palladium!

From checking in to checking out it was an awful experience. I booked this in September 2023 for a wedding I had requested Rooms on the same floor with my kids. When we got to the hotel, they put us on different floors. everyone had problems with their rooms and being with their family members when we asked them to accommodate this they actually got mad made us feel like we were asking too much. When we spoke to the supervisor, she was very rude. The next day I was walking to a wedding event and the supervisor came running after me and saying that if I want to move, I have to move right away because they can’t keep the room for me. I explained to her that I was going to a wedding event and she said that she can’t keep the room for me . When I returned to the room around 11:30 pm. I called down and said I can move now but the front desk attendant told me just wait until the morning. In the morning when I called down after I had packed everything up, they said that the room was not ready. I asked him how come the room is not ready today when it was last night he said he didn’t know. I walked down to the front desk and asked again if I could move and to check to see if the room is ready. I asked him to see it is ready and he said he doesn’t know. This was my last attempt at getting a room on the same floor as my kids. Eventually, I did end up getting a room beside the kids room after a lot of hassle and headache. At the buffet I had asked for a coffee and my husband asked for tea. The waitress brought the hot water for my husband without a teabag and then it took her 15 minutes to bring the teabag. When I reminded her about my coffee, she got mad at me and said she’s not the one that’s making the coffee and it takes time so I should be patient. Another time my husband asked for a spoon for his coffee and the waiter told him to go get it himself. We also had to ask for cans of pop because the Pepsi they served was always served with a lot of ice and soda and with very little Pepsi. The buffet was the same every every day and dinner was just leftovers from lunch and always cold. There were so many things wrong with this resort and most of it had to do with customer service and no one was willing to provide any customer service whatsoever. I would never be back here again. I also don’t think they cleaned the floors in the rooms. Some of the rooms had water dripping from the ceiling or no a/c. Everyone in the wedding party had an issue and there were 150 ofus

Great food, great ambience, great accommodations. This resort is worth the price of admission for all but the most exigent of guests. A great place for couples and families to vacation and enjoy Costa Mujeres. You can't go wrong- treat yourself!