TripAdvisor Traveler Rating

Eduin was amazing with my 2 boys at the Pacificsurf (The Grand). They learned a lot and they had a great time! Eduin is very funny and good teacher. He makes good vibes from the beginning to the end of the days. Thank you!

The only reason I cannot give an excellent review is because of an experience that was extremely disappointing and, quite honestly, upsetting as a long time Palace Resorts member. I have been a loyal member for 12 years, and I have always valued my relationship with Palace Resorts. I have also consistently invested in upgrading my membership, which is why I decided to participate in the 90 minute membership presentation. In my experience, these presentations have often turned into several hours sometimes close to five hours because I genuinely consider the upgrades being offered. During my most recent presentation, I was assisted by Wilfred de Jesua Petch Flores, who offered me specific benefits, including wallet credit and an additional 15% discount on tours. Unfortunately, these benefits were not honored. I acknowledge that I made the mistake of not getting these promises in writing. However, I trusted the representative and the relationship I have built with Palace Resorts over the years. When my statement was closed at checkout, I attempted to resolve the issue, but unfortunately, no one was able to assist me. I subsequently contacted Wilfred through WhatsApp to clarify what had been promised. Rather than addressing my concern or attempting to find a solution, his primary concern appeared to be how I had obtained his WhatsApp number. Shortly afterward, I was blocked from contacting him. As a loyal customer, I found this response particularly disappointing and disrespectful. I was then advised at checkout to contact recepcionmg@palaceresorts.com, with the understanding that someone would follow up with me. I sent three emails and never received a response. That lack of communication was perhaps the most frustrating part of the entire experience. My disappointment is not with the resorts themselves. I have enjoyed Palace Resorts for many years, which is precisely why this situation bothers me so much. What I regret is upgrading my membership and feeling that, after 12 years of loyalty, my concerns were not treated with the level of respect, commitment, and accountability that I would expect from a company with which I have maintained such a long relationship. After reviewing the benefits and doing the math, I am also beginning to question the value of maintaining an upgraded membership. From my perspective, it may make more financial sense to travel without making a significant upfront commitment and simply take advantage of benefits available through other members, rather than continuing to invest in a membership when promised benefits are not consistently honored. I am sharing this feedback because I genuinely hope Palace Resorts takes it seriously. Losing a 12 year loyal member should matter, and I would sincerely prefer to see this situation addressed rather than simply walk away disappointed. I am not looking for special treatment, only for the commitments made to me to be respected and for my concerns to be acknowledged. I hope someone from Palace Resorts management will take the time to review what happened and reconsider how this situation was handled. After 12 years of loyalty, I expected better.

The Grand is huge and very nice for families. Check-in took forever upon arrival at 12:40. We stood in line for at least 30/40 minutes. By 3pm our original room was available. When we entered the room we realized that there was 1 king bed for a family of 4. We asked for the room we paid for (two beds/swim up suite) and had to wait another 2 plus hours. Hotel manager said they never guarantee the number of beds(crazy talk).

To have this trip with family was the best especially in the villa being together vs spread out in separate rooms with diamond status! To have the services, professionalism and courtesy of working with Jessica, Gabriel and Edgar was phenomenal! I would definitely go back to the resort, the kids loved it and so did I. A lot to do at the pool, they had music and games, a lot of food choices and drink choices! The Villa was perfect, cleaned daily and the amenities were stocked. The resort was PERFECT!! I would definitely visit Again!!!! Thank you Jessica, Gabriel and Edgar, you three Rock!!

Stayed in a 2 bedroom suite. Rooms nice and cozy. Bedding was good. Showers nice and hot. Bldg 89 was close to the Olympic pool. Our butlers, Fransisco & Karen were absolutely great handling all our requests all week. Zacil, our concierge, had all our dinners, spa, and transfers done before we arrived. At the unique pool, Anabel was amazing as usual. Pool staff, waiters, and transfer drivers were all very pleasant and happy to greet you. Very little to complain about. We have been to this resort many times & will continue to go. Have been a full resident member for a year. We had 11 people and 3 rooms.