TripAdvisor Traveler Rating

Danny was really helpful. We were a party of 21 guests and he manage ro get thw whole group into the same restaurant. Really appreciate this. Thank you again. He is the guy to go 2 for help.

Our 11-Night Family Stay at Grand Sirenis Riviera Maya We are a week into our holiday as a family of four for 11 nights, with our children aged 13 and 8. We were allocated Block 29, which was absolutely fine. The room was a little tired but, overall, it was comfortable enough. Unfortunately, the service from housekeeping and maintenance was inconsistent. We requested additional pillows through the concierge, but they never arrived. The shower head was also broken and, despite reporting it, it took three requests before it was eventually fixed. Service Service was one of the weaker aspects of our stay. The service in both buffet restaurants was extremely inconsistent. On several occasions, we could have eaten an entire meal without anyone offering us a drink. There were also large numbers of tables, many of which were left with used plates and glasses, making the restaurants feel untidy. Some members of staff were genuinely lovely, but many of our interactions felt very transactional. The tipping culture was particularly noticeable. It did not always feel as though we were tipping because we had received good service; instead, it often felt as though tipping was necessary to receive any service at all. That should not be the case. We were also frequently offered or encouraged to upgrade to premium services. After a while, this became tiresome. There were plenty of black buggies around the resort, but they appeared to be primarily reserved for premium guests. Even when they were empty, they would not stop for us because we did not have a black wristband. This created a noticeable divide between premium and standard guests. Facilities and resort experience The sunbed situation was another issue. The resort appears to be predominantly British, and guests were reserving sunbeds with towels from around 5:30am. With limited umbrellas and very little natural shade in some areas, we eventually felt obliged to join in with the towel-reserving culture simply to have somewhere to sit. There were also surprisingly few bars where guests could simply walk up and get a drink. A self-service soft-drink station would make a significant difference, particularly around the Piranha Pool. Unless you went into the pool or waited for the one member of staff covering the entire area, you could be waiting a long time for a drink. We were fully aware before travelling that the beach was currently unusable because of sargassum, so this was not a surprise and is not something I would criticise the hotel for. What did surprise us, however, was the strong and unpleasant smell in parts of the resort. The hotel should look at ways of addressing this, as even some form of industrial-strength air freshening in the affected areas could make a significant difference. Food The food was acceptable. It was edible and there was enough choice, but in my opinion it could have been considerably better. For a hotel marketed at this level, I expected a higher standard and greater consistency. Positives One of the absolute highlights of the resort is the wildlife. It really is incredible. We saw many amazing animals during our stay, and being able to experience them up close was phenomenal. It was sad at times to see some of them scavenging around the resort, but I appreciate that this is nature. For us, the wildlife was one of the most memorable aspects of the holiday. The resort itself is also beautiful, and we did have a nice family holiday overall. Final rating Based on our experience, I would personally rate this as a four-star rather than a five-star hotel. For the amount we paid for 11 nights as a family of four, I am extremely disappointed. A five-star resort should not leave guests feeling that they need to pay extra or constantly tip in order to receive basic service. Nor should there be such a noticeable divide between premium and standard guests. There is a lot of potential here, but unfortunately it often feels as though the focus is on following the money rather than providing a consistently five-star experience to all guests. We enjoyed our family holiday, but I would not describe the overall experience as five-star, and I would think very carefully before paying five-star prices to stay here again.

Lovely experience. Food was very nice.

just visited the tepanyaki and the meal was absolutely delicious the service was second to none especially Florencio and Armin would definitely recommend a visit

Carnal was amazing food and entertainment. Great way to start the night out with friends.