Terrible check in experience. Benefits on my contract were not being honored. Then they told me they fixed it but they didn’t. Still having problems a day later. Very bad customer service. Also basic internet does not work. Can’t even order off the menu at the restaurant. No paper menus anymore. Lost my appetite before the menu came up. Then we ordered drinks on the rocks and the service was so bad they came totally melted and tasted watered down. They did replace the drinks but we had to go to the bar to get them before they melted
I've hesitated to write this review since mid-November, but finally wanted to summarize our experience. This is a very nice property with excellent staff, service, and food completely ruined by their efforts to push timeshares. To the point that we were heckled at night and woken in the morning by their efforts. Additionally, during check in, we were asked to go "talk to the concierge" but it was actually a timeshare sales person. The scummy behavior and lying and evasiveness around this detracts from an otherwise quite pleasant experience.
We were on vacation in the Riviera Maya at the Vidanta resorts. The service we received from Mr. Julian Dominguez was a person who helped us in our places and was always looking out for us, a very kind person. Thank you very much, Julian.
We spent 6 days at vidanta and had a wonderful time. The entire staff was amazing, especially Julian Dominguez. Just be careful with the sales guys they're a hassle but we had a great time on vacation
Fernando at the restaurant Quinto was absolutely extraordinary in his service and hospitality. The restaurant is beautiful and has delicious steaks (the baked brie was heavenly), but he enhanced our dining experience even more!
This was our 8th visit to Vidanta and 2nd at the Grand Mayan. While things have changed over the years, I still recommend the resort. The positives for us are the beautiful grounds and pools and the amazing food. We have been to other resorts in the RM/Cancun area and Vidanta has the best food, no question. We have a family of 5 (4 adults and 1 teenager) and felt the prices were reasonable. We paid approx $500usd per person for the week and that included happy hours, the Mexican Fiesta, snacks and drinks in Jade and 4 meals at the nicer restaurants for dinner. We love Salum. Great addition the past few years. Jungala was disappointing in that we received bad information and left within 15 minutes of arriving. We have been there twice before and loved it. This trip our daughter was expecting and after talking with many employees, including the one who sold us tickets, we were told she could enjoy the lazy river. Her dr even said it was fine. But when we tried to enter, the lifeguards kicked her out and were quite rude. She left in tears. If expectant mothers can’t use any of the pools, there should not be a charge. I completely understand not using the water slides or the wave pool but the lazy river is probably safer than walking on the slippery concrete. Overall this ruined her trip, especially when many employees told us it was fine. The concierge had me write a complaint and said management would follow up. That was 4 days ago and we check out tomorrow, no call. But they keep trying to sell us tickets at the pool. Housekeeping wasn’t consistent on the turn down but over all our room was kept clean. The concierge was helpful with dinner reservations. Appreciated the laundry facilities but be prepared - it is $6/load. There is now a metal detector upon arrival or return to the resort which causes a bit of a delay. But we appreciate the extra security. Best employee for us was our server, Javier, at Quinto. We had the pleasure of dining with him twice and Vidanta is lucky to have him as an employee. During busy season, you may want to download the app before arrival and make dinner reservations if you have anywhere that is a must visit. On the app/Open Table, many were full but the concierge was able to help. This is still one of my favorite resorts to visit. We have been owners for 10 years and some changes are great but some are a bit much. Not so much in price but with all the different levels and restrictions. I appreciate a stress free vacation and even though we are very familiar with the resort, things have changed.…
For some reason the reviews say it's too rocky to snorkel at this resort. Answer: Water shoes! If you're wondering if you should bring your snorkel gear - DO! It's AMAZING!! We brought our snorkel gear (mask, snorkel and flotation device) and spent nearly every day enjoying all the sea creatures. We saw hundreds of fish, an octopus, stingrays and lobsters. There are cement reef ball foundations about 30 feet out in the water and it's where all the fish hang out. Anyway, all you need to do is go into the water between the two lifeguard stations. There was only one day the waves were too high and the water was murky, Otherwise it was perfect. The resort is paradise!! I loved walking along the boardwalks through the lush tropical forest. They have a crocodile sanctuary and we always saw at least one hanging out every day we walked by. Lots of iguana's and Mexican racoons. We went to Circe De Sole Joya and en"joyed" it! We chose the appetizers and regretted not paying a bit more for the dinner. I was SOOOOO wishing we had experienced the dinner. We just looked down at all the people having a great time while we ate our teeny tiny baby appetizers. They were ridiculously little, like bird food, and we don't like champagne so we pretty much wasted our money on that. So anyway, if you go, choose the dinner or just the show if you want to save money. We bought breakfast items at the cute grocery store and ate our lunch/dinner at the restaurants near the beach. This place is pure paradise and everything was perfect. We did NOT do the presentation and had to be pretty direct with our "no" "no" "NO" on that one. They did give us $200 credit towards our food and drinks even though we wouldn't do the presentation and I was grateful they put us in a nice room regardless. We got into this resort by trading into Interval International. We had to pay a $450 resort fee for the transfer from the airport and a twice a day maid service and it was very worth it. No need to rent a car, we never left the resort. No need. I can't wait to come back. it was a dream!!! …
The company has failed to rectify an issue I had encounter with a sales rep- My mental health was mocked and dismissed- invest your money in a company that has empathy with peoples needs and disabilities- please I urge you. Think of yourself or family members that have mental health disability issues.
Great spot! Great support from Marcos and staff at the Grand Mayan pool. Downside is sporadic internet. Cattle carts to get around a bit of a pain. Walking is generally easier once you can figure out how to get around without decent maps, and on line maps are very difficult to use. Signage is somewhat confusing if staying at Grand Mayan which could be almost anywhere on the resort.
This is our second visit and overall it did not disappoint. The most frustrating thing is the internet which bumps you out every few minutes so you have to reconnect - arghhhhj. For the high calibre of this resort, not acceptable. Having said that, the food is delicious, the cleaning staff quite charming and the pool staff was fantastic. Special mention to Marcos (towel attendant) and his supervisor Julian. Marcos was always smiling and attentive, replacing out wet towels quickly and efficiently when it rained. When I return, I’ll certainly look for their sections again!!!