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“Family Holiday” 4 of 5 stars
Review of Grand Riviera Princess All Suites Resort & Spa

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Grand Riviera Princess All Suites Resort & Spa
4.0 of 5 Resort (All-Inclusive)   |   Prolongacion 5ta. Avenida Mza 20 lote 006, Playa del Carmen 77710, Mexico   |  
Hotel amenities
Ranked #101 of 201 Hotels in Playa del Carmen
1 review
2 helpful votes 2 helpful votes
“Family Holiday”
4 of 5 stars Reviewed August 24, 2014

We stayed in the Riviera side of the resort and couldn't fault the hotel it was well presented and very clean. The rooms were cleaned daily with fresh towels, soaps shampoo etc. and the mini bar filled daily. There was everything you needed in the hotel for eating and drinking including BBQ on the beach, 24hr bar and disco. There were plenty of pools for everyone to enjoy however there wasn't enough sun shads which you needed as the sun was very hot. The buffet restaurant staff were very friendly and hard working and deserved any tips given however some times they would seat you on tables which hadn't been cleaned or set and if you all went for food at the same time you could came back to your table to find they had given it away if you hadn't left something to show you hadn't finished. I was going to rate this hotel as a 3 star because the check in was very slow taking us some 30 minutes plus to check in. The restaurant check in was very poor so I would advice those about to visit this hotel to check in to all the restaurants you would like to eat inn as early as possible to ensure you get a table on the day and at a time that's reasonable. We selected this hotel to get married and although the day went very well we felt it could have been better as the planner spoke very little English so we could understand each other. The wedding package we bought informed us we should have received Champaign on arrival, bath robes which we didn't get and the Princess gift were towels with "Our Wedding" embroided on them albeit one of ours only had "Our W" on it'. We arrived at the hotel with 2 witnesses as agreed with Thompsons but we were informed by the wedding planning we needed 4 witnesses which had to pay for a further 2 at 10$ each.

Room Tip: Don't waste your money selecting an upgrade from the room with Jacuzzi and additional sea food r...
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  • Stayed August 2014, traveled with family
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Obed C, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this review, August 26, 2014
Dear Steven W,

I wish to thank you very much your feedback in regards to your experience with us. I have taken note of all the comments that of course are discussed with the involved department heads.

It is very gratifying for us to know that you have fully enjoyed your stay in our hotel. Thank you very much too for choosing us and your generous recommendation of our hotel.

Once again, I really appreciate your constructive comments which highlight specific areas that we need to rectify to improve our standards, and to reach for a perfect service.

In Grand Riviera Princess we all work with that goal in mind and we will not stop until we have achieved it.

Sincerely,
Obed Canche
Grand Riviera Princess All Suites Resort & Spa
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,943 reviews from our community

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed August 24, 2014

My girlfriend and I, (both 22 UK) stayed here for 2 weeks early October 2013. The resort was fantastic. I seen a few people moaning about the distance from rooms / restaurant down to the beach.. really absolutely nonsense. There is a little shuttle but didn't use it once. Our room was situated right in the middle of the restaurants and the at the other end was the beach.

Beach was excellent, water was lovely and warm and not too much hassle for sunbeds.

Great selection of drinks and food and the bar staff and restaurant staff work very hard (especially Betty's eggs in the morning!!). You can tell them how you want certain things cooked to your liking.

Evenings have a music act almost each night and an animation team in a large theatre (which we didn't go to but sounded good).

Definitely have to do Coco Bongo - vip package. Sounds expensive but well worth it, one of our best nights. Also did Xel Ha, that was good too. Rented a car from the hotel and went to Tulum beach (lots of turtles in the sea! Was amazing swimming next to them, well worth a visit there!) Don't fall for the people outside trying to make you pay for the life jackets telling you you can't go in the water without one, just further down is a spot where you can go in.

Got a jet ski on the beach, that was fun. Take a bubba mug with you before you go. We got one from asda for £4 but at the hotel they are £30!

Weather was great, sat on the beach a couple of nights and watched storms right out at sea and seen lightning bolts go across the sky (lots of people did this and it's safe as they have security on the beach). Never rained at night and was still so hot but a comfortable heat.

Overall, would definitely go back without a flinch. Worth the money we paid, paradise. Ignore the haters.

  • Stayed October 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
1 review
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed August 23, 2014

Travelled here for 2 weeks and when we arrived, an easy check in but no drink or cool towel, not a big deal though!
The room was nice and spacious- the bathroom clean with 2 sinks and you were given bathroom essentials daily. Once we were not given any towels but thankfully, it did not happen again. The safe was free and there was a good amount of space for storage. Good mini bar replenished daily! Beds were not that comfy however. Beware of Mosquitos- I was bitten a lot!! Make sure you take spray as the hotel can rip you off. Overall, though was happy with the modern, clean room.
The beach was nice- sometimes a lot of sea weed but there is not that many rocks until you go further out and the sea is clear and beautiful. However, it can be quite hard to get a bed if you're not up early! Self service drinks machines were good despite the wasps! BBQ on the beach is lovely- burgers and hot dogs all day.
The pools were nice- with a range to choose from depending on what you wanted.
There is a lot of wildlife roaming around the hotel which is a nice touch I thought.
The food at the buffet was good and obviously it gets repetitive but there was always something you could find to eat and the food does go cold, but that's a problem anywhere. The breakfast buffet was nice. For dinner there was themed nights.
Mama Mia was nice despite the business- it was a change from the buffet. The grill was lovely and I highly recommend that.
The hotels entertainment is quite bad- there's a few shows on but
not much else otherwise and that was one of the very few cons.
The sports bar always had food out whenever you wanted.
The staff were friendly I thought and always tried their best.
The photographers always pester you for photos beware. The hotels shops are also very expensive so for gifts go to playa del carmen $20 taxi or $4 bus where it is all much cheaper.
Another con for this hotel is the ridiculously overpriced wifi- people don't mind paying but when it's that much it is silly. Luckily, i could connect to platinum from my room and you can for most in 7000 block. Few places you can connect to platinum and get free wifi - riviera lobby certain places, downstairs of lobby outside photo shop and areas around there and the river. It's not the best but much better than paying a lot- the hotel would be much improved with free wifi throughout- take note!
Overall- very pleased with the hotel and we loved our stay and found the hotel very welcoming and I would be back if it wasn't for a gruelling 10 hour flight!



Stayed August 2014
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Obed C, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this review, August 26, 2014
Dear guest,
First of all, we would like to thank you for your preference in selecting our Resort for your vacation, as well as for letting us know about your experiences while stayed with us.

We will make sure to pass on your comments about our property and we are thrilled that you had such a remarkable time with all of us.

It is a true pleasure and very rewarding for all of us here to read feedback like yours which really reflects how great was your stay.

Best Regards,
Obed Canche
Grand Riviera Princess All Suites Resort & Spa
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Surbiton, United Kingdom
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed August 23, 2014

We have just returned from 2 weeks staying on the Riviera side in junior suites and I am missing it already. There were 20 of us ages ranging from 5 to 70 and we all had a wonderful holiday although my mum and stepdad who have walking difficulties did struggle with the size of the resort but we hired a wheelchair from reception for small deposit which made all the difference and it was easy enough to get on the buggy which ran from lobby to beach.

The majority of staff were really friendly and worked so hard but I feel there should be more of them especially on reception where check in and out took far too long and it was often difficult to get drinks from bar especially in evening when the square was busy.

I can honestly say I have never stayed anywhere with such beautiful grounds, the pools lovely although again due to lack of staff and people being lazy drink cups were left poolside and never collected and by end of each day the area looked really dirty and there were wasps everywhere.

The chill out area on beach which cost 130 pesos for day was lovely and well worth it with constant drinks and free wi fi, although I agree with other people for such a large resort this should be supplied free to everyone.

I would give the hotel 5 stars apart from the food, breakfast and lunch was always really good but evening buffet was often hit and miss although to be fair there was usually something I could eat. We tried 4 al a carte restaurants which with such a large group was extremely difficult to book and we always ended up having to eat at 6pm or 9pm. The grill was my favourite, Italian very good, we celebrated my daughters birthday there and staff really looked after us and made it a lovely evening, Chinese was good but Mexican was awful and that was the opinion of all 20 of us!

Evening entertainment was very good, and Thursday Mexican market was a nice touch. The youngsters in our group enjoyed the 24 hour sports bar and nightclub.

Did 5 trips whilst there, Explor at night was really good, I am a real coward but actually did all the activities including the 120ft zip wires, swimming with dolphins amazing, Xel Ha beautiful, Coco Bongos although it was the one in Playa del Carmen not Cancun was great night, Pirate show slightly disappointed with show but food excellent, book with Carlos who works for one of travel companies in lobby much cheaper than Thomsons.

Overall a wonderful holiday, I loved Mexico and would definitely recommend this hotel although food could be improved.

Room Tip: If you want to be near lobby and restaurants ask for room in block 7000
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  • Stayed August 2014, traveled with family
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Obed C, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this review, August 26, 2014
Dear "mwicks48",

Thank you for taking the time to share your experience on TripAdvisor.

Is always a joy to learn that we were able to fulfill our main principle, which is not only to satisfy but to surpass the expectations of our guests.

We would sincerely like to thank you for taking the opportunity to air your thoughts about our hotel and we will be more than happy to offer you a warm welcome on your next visit to Playa del Carmen.

Sincerely,
Obed Canche
Grand Riviera Princess All Suites Resort & Spa
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Solihull, United Kingdom
Reviewer
5 reviews 5 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
19 helpful votes 19 helpful votes
3 of 5 stars Reviewed August 23, 2014

Cannot fault the beauty of the property or it's location, it's paradise... but in terms of quality of service & reliability of facilities it's 3 star at maximum. 45 minute wait to check in at reception, long queue at reception every time you needed to go there for anything, at mealtimes you were asked if you wanted a drink and most times it came just as you were finishing your meal or not at all, very unhappy looking staff everywhere particularly the entertainment team who never spoke or even looked at you in passing, a room which at first look was beautiful but 3 times the toilet blocked and the aircon leaked water all over the floor. Minibar was supposed to be restocked daily but in 14 days it must have happened maximum 5 times. Very limited evening entertainment. Considering the size of the hotel, there must be a maximum of about 100 seats around the plaza bar where the evening entertainment takes place so everyone crammed in. Poor design in general especially for wheelchair users as there are no ramps so people struggling to go up and down steps without harming the person in the wheelchair by the plaza bar. Not enough sunbeds at the beach tho plenty of room for them. Very poor attitude of the watersports team at the beach so would recommend walking further down the beach to the right where you'll find an independent watersport facility (jetskis, sailing, etc) who are £10 cheaper and much more friendly than those associated with the hotel. It may sound ridiculous but even after saying all this we did have a fabulous holiday but it wasn't anything to do with staying at the Grand Riviera Princess... it was thanks to the location which enabled us to swim with dolphins, snorkel with whale sharks and green turtles and walk under water with stingrays.

  • Stayed July 2014, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Obed C, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this review, August 26, 2014
Dear Guest,

We regret the inconveniences you may have encountered during your last visit and the discomfort you had with the service level perceived from some of our staff members and we as well. Please be assured that appropriate measure has been taken with the executives involved.

Once again I would like to extend you our most sincere apologies for not having met your expectations.

Sincerely,
Obed Canche
Grand Riviera Princess All Suites Resort & Spa
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Calgary, Canada
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed August 23, 2014

We recently stayed at the Laguna suites at the grand riviera princess. This upgrade was well worth the money. It is a gated area that is truly adults only. The pool is larger than the privileged pool and full sun all day so nice and warm. The area was never crowded and very close to the main lobby area for all the restaurants. You get priority bookings at the restaurants and a staff member at the pool area to look after the bookings for you. Would highly recommend this area for anyone that wants a relaxing vacation with all the amenities of a large resort without having to deal with crowds

  • Stayed June 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Obed C, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this review, August 26, 2014
Dear "Mfwebber",
Thank you for selecting the Grand Riviera Princess for your recent stay and taking time to share your feedback with us via Trip Advisor!

We are pleased to know that you enjoyed all that our Resort has to offer and that your expectations were met.

We hope to have the opportunity to welcome you again and be able to provide you the most memorable stay in the Mexican Caribbean.

Sincerely,
Obed Canche
Grand Riviera Princess All Suites Resort & Spa
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York City, New York
1 review
5 of 5 stars Reviewed August 22, 2014

My wife and I got married on June 6th, 2014 at the Grand Riviera Princess Resort in Playa del Carmen, Mexico. Guillermo Sierra was our wedding coordinator and he did such an amazing job with making our dream wedding come true.

We made a deposit to have our wedding at the resort a year prior to our big day and we were assigned Guillermo as our wedding coordinator. At times, it was difficult to get a hold of Guillermo via phone and email which resulted into a little frustration for my wife and me but once we communicated with Guillermo, he was more than accommodating to our needs. He provided a significant amount of information based on the options we had to choose from for our wedding (flowers, wedding location, food menu, decorations, reception entertainment, etc…). He did make the process of selecting items for the wedding and making payments very seamless.

Upon our arrival to the resort one week before the wedding, Guillermo provided a schedule of times for us to meet to finalize any last minute items for the wedding. His enthusiasm to make sure that we had the perfect wedding definitely made it easier for my wife and I to relax and leave everything to him to handle. It was a tall task because we had a total of 95 people coming to our wedding. When the wedding day arrived, Guillermo delivered! Everything went so smoothly from start to finish and he was there every step of the way. We couldn't have pictured a better wedding without his help. My wife and I will be forever grateful to him because he set up the perfect wedding for us.

SUGGESTIONS:

Make sure you set up times to speak to Guillermo via phone during the wedding planning process. Guillermo was very busy working on several weddings including ours so it was a bit difficult to get a hold of him at times.

A video on how wedding planning process works with a wedding coordinator from the Grand Riviera Princess would definitely help future couples make the decision to have their wedding at the resort. Posting this video on the resort’s site will give couples easy access on what to expect when having a wedding at the resort.

  • Stayed June 2014, traveled as a couple
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Obed C, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this review, August 26, 2014
Dear Robby J
Thank you for your comments regarding your stay at Grand Riviera Princess. Thank you for recommending us!

It is an honor to know that we met your expectations and that you enjoyed the service provided by our staff, especially from Guillermo. He will be thrilled to know that he collaborated to make your wedding wonderful.

Once again, thank you for recommending us. We truly hope to have the pleasure to welcome you again.

Best Regards,
Obed Canche
Grand Riviera Princess All Suites Resort & Spa
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Grand Riviera Princess All Suites Resort & Spa

Address: Prolongacion 5ta. Avenida Mza 20 lote 006, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#25 Business Hotel in Playa del Carmen
#38 Luxury Hotel in Playa del Carmen
#42 Top resorts Hotel in Playa del Carmen
#60 On the Beach Hotel in Playa del Carmen
#65 Romantic Hotel in Playa del Carmen
#70 Family Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Grand Riviera Princess All Suites Resort & Spa 4*
Number of rooms: 674
Official Description (provided by the hotel):
Grand Riviera Princess All Suites Resort & Spa is located on the stunning Riviera Maya, just three kilometers from the famous Playa Del Carmen, in beautiful surrounds, with large and spacious natural parks and the delight of a good tropical weather. Besides our fascinating beach, renowned for the clear water and splendid sea beds, typical of the east end of the Yucatan Peninsula, the Hotel invites you to discover the huge wealth of the archaeological remains of the Maya culture in this area. After crossing the spacious lobby the splendid “Paseo de los Dioses” is reached, which invites the costumers to discover the charm of the hotel. It is a gift to our senses to enjoy all our facilities that can be found to our left and right on the way to the marvelous beach awaiting for everybody at the way of the pleasant stroll.Opened in December 2007, Grand Riviera Princess offers 674 fully equipped rooms with a range of services that give the clients a variety of possibilities to choose from: Junior Suite, Junior Suite Deluxe (some with direct pool access), Platinum Suites and Laguna Villa Suites (ideal for the most romantic honeymoon).A fascinating Spa is offered to all the clients, and the most complete activity program during day and night. A range of services in the varied and international selection of top quality food provide the perfect counterpoint when sharing moments of peace and calm with excellent meals in beautiful and inviting specially decorated surrounds, some of which are by the sea. ... more   less 
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Also Known As:
Grand Riviera Princess All Suites Resort And Spa
Grand Riviera Princess All Hotel Playa Del Carmen
Grand Riviera Princess Hotel
Grand Riviera Princess All Suites Resort & Spa Riviera Maya/Playa Del Carmen, Mexico

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