TripAdvisor Traveler Rating

We would have given the resort a zero however there were a few people and places that stood out! Delores at the TRS Pool would have done ANYTHING for us! She is a true gem! She also had another coworker that we loved too but I cannot remember her name! We are part of the travel club so booked through them and I will tell anyone that will listen DON’T DO IT!!! We did not get any special treatment and in fact had to pay extra to be able to use all of the restaurants because booking was a JOKE through the PTC! The only other highlights were Chic(which cost $120 more) but was a wonderful show and dinner, and the French restaurant (get the fondue) Other than that we were treated with disrespect unless they saw the tip in hand. It was as if everyone was on their first day of work and had no idea what to do or how to serve anyone? I don’t expect to be waited on except this is an ALL INCLUSIVE resort so we had paid for it in advance! More times than not, the servers looked at us like we were a complete inconvenience interrupting their break or asking for something completely outlandish when all we wanted was our supper and some water! The final straw was trying to reserve our transport for the way back to the airport and at 3:00 pm the day before departure we were told we could not book that until after 6 pm, but then no one could do it for us. Not sure how we are getting to the plane…may uber! lol

A Stay Dampened by Leaks and Unprofessional Service I wanted to share my experience during my stay at Grand Palladium Palace Resort Spa & Casino. Our room (Room 9519) had a leak coming from the loft area. I initially informed housekeeping in the morning, which I later realized was not the proper process, so I reported it to reception after lunch. Around 4:15 PM, my friend followed up again with reception since we had a dinner reservation at 5:30 PM and needed the issue addressed. We were eventually told that a new room was available. I asked if the replacement room also had a loft similar to our current one, and then clarified whether they were certain the new room had no leaks. The staff member responded in a very abrupt and dismissive tone, saying, “Why would I transfer you to a leaking room? Of course it’s not leaking.” I chose not to argue at the time, but the interaction felt unprofessional and unnecessary. This experience leads me to suggest that some staff members would benefit from additional customer service and communication training. There appeared to be a lack of courtesy, politeness, and clear, respectful communication in how concerns were addressed. If it is standard practice not to assign guests to rooms with issues, it raises the question of why we were initially placed in a leaking room. Additionally, two of my friends in separate rooms also experienced leaks—though not from a loft, but from the washroom area leaking toward the bed. In our case, while the situation itself was inconvenient, we tried to remain understanding. However, the manner in which concerns were handled made the experience more frustrating than the leak itself. To add to these concerns, my friends also experienced ongoing problems with their air conditioning units, which repeatedly shut off on their own. This made their rooms uncomfortable, particularly during the warmer parts of the day and night, and added to the overall frustration with the condition of the accommodations. At this time, there has still been no satisfactory resolution. We were advised to remain in the same room because the leak has reportedly stopped. However, the washroom floor remains wet and damp, and there is now an unpleasant odor coming from the area. Staying in a room with moisture and smell issues does not feel like an acceptable solution, especially after the inconvenience already experienced. Because of this experience, I would hesitate to recommend the Palace section of the resort based on the level of service we encountered from several staff members (though I recognize that not all staff were unprofessional). In contrast, the staff at the Grand Palladium Bávaro Suites Resort & Spa area were noticeably more polite, patient, and accommodating, which made the difference in service very clear. Overall, I hope management takes these concerns seriously—not only to resolve the current situation properly, but also to reinforce customer service standards and maintenance responsiveness so that future guests feel respected, heard, and comfortable throughout their stay. Update: as of this time, there is a room being offerred.

Nice location great views much live entertainment to keep you up on your feet and for extended family especially kids to be able to enjoy

The resort was large with so many things to do. I enjoyed the massage and spa the best.

We arrived with the room dirty and wrong style room, we did get upgraded which we were told was $200 on agreeing to the room given. On arrival to reception to pay for the upgrade the same night we were told it would be $300 when we argued the price we was told was then told it was $3000 which was i think was a communication between management issue over the phone. But even the manager who gave us the upgrade argued he said $300 even though I confirmed the $200 multiple times with him prior to moving all our luggage, i do not like being made out to be a liar and a fool so I was not happy and they ended up giving us the upgrade for free, but it was a horrendous way to start our holiday. The room we had was far better but still in desperate need of an upgrade. The smell around the complex was very unpleasant on occasion (sewage). The staff can be very rude especially in the dinner room, the palace staff were much friendlier and the food far superior. Getting a glass of water especially at breakfast is impossible. bar staff served anyone speaking spanish first no matter how long you been waiting, or if you tip loads which I did not feel they deserved. I waited at the pool bar for 20mins to get a drink whilst they served all the spanish speaking or americans first. They ran out of certain drinks multiple times, to the point I could not have an alcoholic drink for 2 days. We had issues with not getting enough towels in our bathroom on multiple occasions, our safe had to be looked at 3 times til they changed it as twice it wouldnt lock then would not unlock. The pool area has many cracked floor tiles of concrete that become a trip hazard. It just needs a refurb. A 4year old child walked out of kids club unnoticed, luckily we checked if he was ok before he wandered too far away and something bad happened, when I went to kids club to see if they were missing him they were in no hurry to come see him or phone his parent, we made them phone the mum but because the family were non English speaking we believe they covered it up as they did not react as expected, no report forms were taken. Staff were not supervising children when I went in there on a few occasions, I would never leave my children there. Also we booked when we had access to the bravaro which was taken away from us after booking so we lost part of our package which was already a negative part of the experience. I would never stay in this hotel again.