TripAdvisor Traveler Rating

hotel service great. restaurant service from great to average depends on the day. bartenders great, chefs great. room nice. room service great. pool activities great! photos with parrots great. 7 days passed like a quick dream. trip to the island of Saoma great.

Please don’t listen to bad reviews you will love it Shout out Vladimir, Rodolfo and all animation team who make your holiday and even learn your name Shout out to William on pool bar and Johnny on spa concierges Thanks everyone we really appreciate your hard work

We booked this hotel after having a wonderful experience in Grand Palladium Riviera Maya and once again had a fantastic holiday with the children's nut allergies well managed. I've read many reviews regarding staff being unfriendly but this was the complete opposite of our experience and the employees at this hotel are a credit to Grand Palladium and really elevated our experience. Everyone that we passed on the walkways would offer a smile and 'buenos dias' greeting when we said 'hola' and staff throughout the hotel couldn't have been friendlier. I had emailed the hotel in advance to let them know that both of my children had nut allergies and also mentioned that my husband would be turning 50 during our stay. Dolores replied to me and helpfully booked our dining reservations in advance and ensured that there were sufficient notes on each booking to make staff aware of the allergies. Check in was easy and we instantly felt taken care of. We were offered a welcome drink and the girls were handed an allergy card to present each time they ate. This helped to reassure them as one child had a very serious anaphylactic reaction in Greece in 2022, my girls have been nervous about eating abroad until last year at Grand Palladium Riviera Maya where they were so well catered for. We were taken to our room after a quick check-in which had been decorated with a banner and balloons, and found a cake & bottle of sparkling wine inside. Thanks Dolores & team- it was very much appreciated. On my husband's actual birthday a few days later we received an additional cake in the room much to the joy of our two children! Dolores would check in on us whenever she saw us in the lobby and other staff similarly asked us if we were enjoying our holiday. There was so much to do in the resort and we spent a lot of time at the stunningly beautiful beach which was much cooler than the pool areas. The sea was warm and there wasn't much seaweed around during our stay. We never struggled to get 4 sunbeds with shade at anytime of the day at either the pools or beach, and would often swap between pool/beach without ever failing to very quickly find space for all 4 of us. We were planning on hiring a Bali bed at the pool on the day of my husband's birthday but with plentiful sunbeds always available and no queues at the pool bars there seemed little benefit. The pool area was clean and tidy. Any glasses left by guests on tables or the side of the pool were very quickly removed by a variety of staff, (we saw both the lifeguard and entertainment staff collecting stray glasses) who all seem to pitch in to make the resort run so efficiently. The vendors on the beach were slightly irritating but were respectful when you said 'no thank-you' and towards the end of our holiday began to recognise us and wouldn't even ask us if we wanted a picture with a parrot / iguana or if we wanted our hair braided. The beach bars were always quiet and had really friendly staff and we loved the BBQ and beautiful setting of La Uva for lunch on the beach. Gardeners work all day to maintain the pristine gardens and would offer us coconuts that had been harvested from the tree, cut so that we could drink the coconut water. We did see a coconut fall from the tree one evening - thankfully no one was walking on that path at the time! Our first Loft Suite was comfortable, but had recently been painted and there were paint splatters over everything - the stairs, bed, floor and furniture. The curtain pole fell off when we opened the curtains and the general finish in the room wasn't great. The upstairs television didn't work but we didn't miss it. None of these things really mattered to us and we liked the space and location of the Palace Loft Suite, but unfortunately had a serious structural issue which resulted in us having to move rooms. Staff were with us in minutes to assist and to help us to move, and to postpone our dinner reservations for the evening. We were offered an upgrade but wanted a loft suite the same as our original booking so were put in a temporary Junior Suite for the night and moved to a beautiful Ocean View Loft Suite the following day. The Junior Suite was lovely too and would have been comfortable for the week, but we liked the space of the Loft Suite. The Ocean View was amazing and I would pay extra for this if we book again. The sofa bed wasn't anywhere near as comfortable as the main bed downstairs, and I'm not sure why they don't just put 2 twin beds upstairs instead, but our children slept adequately in it together for the 10 days of our holiday. We had taken an inflatable pool noodle with us to put down the centre of the bed, underneath the bottom sheet which helped to split the space slightly. The second Loft Suite didn't have a functioning upstairs TV either, and did not have air conditioning as effective as the other two rooms that we had stayed in. Despite keeping the patio doors constantly closed, we couldn't get the room below 25/26 degrees c. which seemed warmer downstairs. We reported it on the first day and again on the second day, at which point maintenance came immediately. We couldn't communicate with the maintenance staff member as we unfortunately don't speak Spanish, but we think that he was saying that it was as good as it would get. We had a follow up call from Reception that evening to check that the issue had been dealt with (& Dolores asked too - she's a star!) and offered a further room. We loved the ocean front location and couldn't face packing our cases up and moving for a third time, so decided that we would stay and told Reception that we were ok. Food choice in the hotel buffets Las Torres & Poseidon was phenomenal! We didn't visit the other buffets and so can't comment on them. Salt, and a variety of sauces and condiments are available by the show cooking counters and there was an excellent choice of food. Other than one morning when we went for a late breakfast at 09:50 we never had to wait for a table and had drinks within a few minutes of being seated. The queue for our late breakfast looked long but moved quickly and we were seated after 10/15 mins. Staff were very welcoming and friendly and would offer to get the chef at each sitting to help my girls to make safe food choices. After their first few visits they knew what was suitable and so didn't require this offer. Staff both at the greeting podium on the door and waiting staff would recognise us and encouraged my girls who are learning Spanish in school to speak basic phrases which they loved. The girls felt very welcomed in the restaurants thanks to these friendly staff and their diligence regarding the allergies, and once again really enjoyed their food this holiday. Some a la cartes were better than others for both food quality, allergen management & service but most importantly to us, the girls were ok after each meal and really enjoyed their food. Sumptuori, El Dorado, Bamboo and Boghali were stand out winners for our family. Ironically, Bamboo which probably had the most nut extensive menu was one of the best at managing the girls nut allergy and the chef even offered to make them a nut-free Pad Thai! He went through every sauce and food item on the starters buffet table with the girls and made sure that they were happy with what they needed to avoid. He was really patient and we were grateful for his diligence. Other a la cartes had several nuts and nut containing products on the starter buffet tables which increased the risk of cross contamination from utensils/surfaces. The food at this resort is so plentiful (Sports Bar serve great chicken wings and pizza 24 hours a day, and you can order free room service during the daytime and evening) that our girls didn't mind not using the buffet tables at these restaurants and would order off the menu where we would use both the allergy card from the hotel and our own translated into Spanish so that our waiter and the kitchen were aware of the allergy. Some of the a la cartes were so busy I did worry that the note on our booking and our declaration to the restaurant of allergies may not have reached the kitchen, so the allergy cards really helped. We left daily notes in the mini bar in Spanish along with a tip explaining about the girls nut allergies and requesting no nuts. This worked in the first room, but in the second loft suite I think that Google translate may have let us down as the peanuts that my husband kept removing & leaving on top of the fridge were replenished daily. These pre-packed nuts didn't pose much of a threat to our children though and we were grateful for the regular replacement of waters and drinks in the fridge. Overall we had a wonderful holiday. Staff, facilities and the beach at this resort made up for our issues with the rooms and occasional standard quality food at some of the a la cartes. Evening entertainment was of a high standard and the cocktails from the lobby bars were amazing. Coffee bar in the lobby was a bonus (lovely staff) and served really good drinks from 7am. There was so much to do at the resort and we did feel valued as guests and well looked after. It was very quiet during our stay in August and the staff to guest ratio seemed very luxurious. Other than after the evening show ended in the Bavaro Theatre, we always got either a cart or a space on the train and didn't have to wait more than a few minutes for a lift. We walked back each night after the show (one end of the site accommodation to the other) which took approximately 10-15 minutes if you take the paths through the resort. Most importantly to us, the girls allergies were catered for, and we all enjoyed the holiday. Beach is truly beautiful and staff were accommodating and friendly. We were very disappointed not to win a return trip to the resort at the bingo!

We stay at a Junior swim out suite beachside . Rooms is in need of an urgent mold inspection , the room is very humid and there’s mold around the walls and floor next to the bed mainly due to the poor bathtub/shower design that gets the floor flooded all the time when you take a shower . Even though I wrote on the reservation that we were celebrating my son’s graduation and my husband’s birthday and mentioned that again at check in , no efforts were made to acknowledge that . It was until I complained of the musty smell and the mold that they decided to decorate the room and send a cake and brut . They did offer to inspect the room since the a/c wasn’t working properly, not a huge difference when they came to fix it but since we were staying for just 4 nights we decided to stay in the same room . Food is average , a lot of flies at the buffets. A la carte restaurants a hit or miss , they ask you every single time if you have any allergies but it doesn’t matter since they don’t do anything with that information , my son have an allergic reaction at La Paisana even though we saw the waiter writing his food allergies and we ask him repeatedly. Staff is a hit and miss also . The timeshare guys is an absolute nightmare at the lobby and there’s aggressive vendors by the beach and inside the resorts by the pools certain days . Overall will not stay there again . The resort is in need of a renovation specially the rooms and pools .

Overall Expierence was great. Just many little things that started to add up especially with Room. Safe lost power 3x. Struggle to get mini fridge replenished. room cleaning very inconsistent. Other then that the property is bueutiful. The wedding went perfect. Staff for the most part is very helpful. Some people that are allowed to set up tables to set jewerly in vacinity of main lobby are too pushy and wont take no as a anwser.