TripAdvisor Traveler Rating

The hotel and princess staff were very good. The food was better than all of our royal holiday stays at their main resorts in eastern Mexico. Royal holiday’s miss information and MTS travel earned this trip rating. Buyers beware. Royal holiday tells you everything you want to hear, then kills every trip with 1000 cuts of misdirection, sending you through multiple levels of so-called supervisors and ultimately wastes large amounts of your vacation time. MTS just straight out lied to get additional business and then refused to honor their deals they offered. We were the suckers that bought into royal holiday rip off club to the VIP level under their misinformation on benefits we would receive, bonus stays and guarantees of top concierge support as VIPs. This trip, our concierge named miguelle in Mexico City did not inform us of the massive renovation, lack of VIP access and told us transportation services were not available. He was rude when we questioned anything. The so-called lead royal holiday representative on-site refused to get us VIP access and when pressed offered 2 of the 4 people in our party a comp for 2 days to have VIP access(that we were told we received by our membership level). Our advice to anyone that gets propositioned to join be very weary. They play within Mexico’s laws and use the fine print in their contracts to raise fees and deny the access they lead you to believe you had. Don’t get burned by the likes of royal holiday. Go to Expedia or other reputable sites and book your time to come visit this place. Ultimately, we are making the best of a nice place that is worth visiting.

Week of hell…. I recently stayed at the Princess Hotel in Mexico, and it was one of the most disappointing vacation experiences I’ve ever had. I had beautiful memories of this place from 12 years ago, but unfortunately, it has been completely neglected and no longer resembles the hotel I once knew. The room conditions were awful. One day we woke up with no power in the entire room. Another day, there was no water at all—we couldn’t flush the toilet or even brush our teeth. The air conditioning barely worked, and the humidity was so bad the sheets felt wet and smelled. At night, the plumbing gave off a terrible odor. The sink and shower were often clogged, and the toilet backed up easily. Our balcony was covered in animal droppings for the entire week. I repeatedly asked for it to be cleaned, but no one ever took care of it. The spa is old and falling apart. My sister had over 10 massages during the week, but the staff were still rude and would not let us stay even a few extra minutes in the Jacuzzi or spa area, which was poorly maintained anyway. Breakfast was served in a dining area that smelled like sewage, likely due to a major plumbing issue affecting the whole property. The food was cheap and very basic. We ended up tipping the chef daily just so he could make us decent ceviche—honestly, that was the only good meal we had all week. The hotel is outdated—old beds, worn furniture, and no entertainment or welcoming atmosphere. Staff were mostly unhelpful and at times disrespectful. What was once a wonderful resort now feels abandoned and mismanaged. I truly don’t recommend this hotel in its current condition. It needs serious renovations, better staff training, and proper attention to guest comfort and cleanliness.

We were at the resort with our adult son’s and some friends.We had a great time the food was great the staff great I can’t complain about anything. The rooms are nice and clean they stock the fridge everyday. I enjoyed my trip so Much care looking to go back in October but getting a swim up room.

Extremely disappointed with our overall experience at the Grand Riviera Princess all-inclusive resort. Overall resort is very outdated and is in desperate need of a remodel. The first day we had a sink leak in our room and they had to call an engineer to fix it. Please be aware that half the resort is under construction. We were told that it started 2 weeks ago (April 2025) and will be remodeled sometime in 2026. Half the pools were off limits and the restaurants on that side of the resort were Relocated to buffet restaurant locations for dinner time. Both my husband and I were highly disappointed in the food….mediocre at best. We ate at every single Ale-cart restaurant at the resort and nothing was impressive. The snack riviera buffet area/repurposed for mamma Mia and the steak house smelled really bad….couldn’t get over it. Buffets were okay! Lots of options but the quality of the food was not great. For example, guacamole tasted more like store bought then fresh. ROYAL HOLIDAY - This experience ruined our vacation! We were taken to a table after check-in to talk about our vacation plans, and they asked if we were interested in learning more about Royal Holidays (hotel company) membership program. For our time, we would receive 2 massages, a beach bag and a bottle of tequila. We would meet with a sales rep the next morning at a welcome breakfast. We thought, why not! Next morning, we were escorted to a private area. We thought that this is where the special welcome breakfast would be but no…we simply were escorted to the main buffet breakfast area and ate there with the sales rep. Very awkward experience but ‘Brandon’ was nice to talk to. He told us that he was there to not sell us anything but to tell us all about the Royal Holiday membership program and all the benefits. He almost immediately started talking numbers and asked how much we paid for our current trip to Mexico. He then started talked about all the benefits to the program, gave pictures, maps of other resorts…. We then met Ari….to be honest, the worst part of the experience. She was the numbers gal, but also started showing us how to use the membership portal. She then transitioned to $$. Both my husband and I were not prepared mentally to make these sort of huge $$ decisions in the span of 90 minutes. We sat there for close to 60-90 minutes, where we were constantly finding different ways to say NO. They always wanted a #, so they could close some sort of deal…..My husband and I were firm on not making these types of $$ decisions without thinking it over for a few days. We made it clear that we did not want to make this type of commitment. They finally said that they understood our no and their manager was coming over to check us out. Rodolfo (the manager) made one last ditch effort to close a deal with us….we were exhausted….i had a headache and wanted to start our vacation. And he BROKE us, after what felt like extreme pressure… Over the next few hours, my husband and I were regretting our decision….we were pressured to commit to a company that we’ve had NO experience with….we were pressured relentlessly in a restricted time frame to spend thousands of dollars….it all just felt wrong and weighed over our heads….we went back a few days later, complaining and they did grant us our money back but from what I can tell that is not the norm. PLEASE be WARY of these sales reps! They are all over the check-in area at the resort…. The Spa - The main spa is in the jungle? Sort of and definitely wasn’t a luxurious space. Makes me think that this was a spa relocation while they are remodeling. The massage area was completely open to other guests and other workers. My husband and I both enjoyed our massage but I felt extremely uncomfortable getting undressed and dressed. My husband had to create a barrier, as other waiting guests could easily see me with my top off. Also please note that the beach and front check-in area are VERY far away from each other. The shuttles were a nice touch. Main Plaza Entertainment - I’m not sure if that stage was relocated because of the construction but the space was very small. Not an ideal area for nightly entertainment. Overall, as stated before, not impressed with this resort. Royal Holiday ruined our experience. The construction was not a nice touch and ruined some nightly entertainment experiences. Food was okay, borderline bad, hotel definitely needs the remodel. Truth be told we will not be going back.

Another incredible trip at this wonderful resort. My husband and I got married at this resort back in 2013, so for our first family holiday, we wanted to return. So glad we decided to stay here. The food was great, the staff was wonderful and the room was perfect. We chose a family swim up suite and in my opinion, the swim ups are worth the extra money. I actually can’t believe how spacious these rooms are. The bunk beds are big, comfortable and the kids slept so well. The kingsized bed is actually king size (we’ve stayed at hotels where it’s advertised as king but definitely is not) The room was nice and cool too. The Sunset side was closed for construction but the way that it is sectioned off, it didn’t bother us at all. We didn’t hear ANY construction noise at all. We stayed in the family club and the family buffet and Icecream shop were a hit with the kids. It’s farther from the beach but only about a 6-7 min walk or 2 minutes by shuttle and the shuttles run constantly. The only thing to be aware of is the people who will invite you to a meeting about Royal Holiday. Read reviews on the BBB before you agree to take a meeting with them. We did the meeting, sat through 3 hours and were almost convinced. Thank goodness we said no and read reviews after. They did give us platinum bracelets which were very much worth it but just be cautious. Thank you to the entire staff for making it the absolute best first family trip we could have ever imagined. Can’t wait to come back next year after Reno’s.