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Reviewed October 25, 2019

While this hotel and it’s owners probably had good intentions when they decided to open up, this place has expanded to a size which it’s current management is unable to handle.

The place is absolutely infested with mosquitoes including those inside the rooms (not just the open areas). Management consistently blames it on the rains but there has got to be something that can be done to tackle this menace. It completely ruins your experience from the get-go. Save your money and go to somewhere in the Hotel Zone unless you want a side of Dengue/Malaria with your vacation.

The rooms in the Grand Palladium are strange. Simple amenities appear to be missing (no coffee maker, breakfast is not delivered to the room). Cleaning is very cursory at best and towels are not adequately replaced even when placed on the floor and I finally had to proactively ask for them the penultimate morning.

Most restaurants on the property are only open for dinner apart from the big buffet place where the food can be described as average at best. The table settings for this place are odd - no spoons for any place setting and service is nothing to right home about either. Even the coffee shop only opens much later in the morning - at about 10am if I’m not mistaken. I would’ve thought most people would’ve liked an early cup of coffee much sooner than 10am.

I think generally the hotel could probably be better if management do take on criticism from their customers/guests more constructively and not be defensive about it. In the meantime, please make sure you save yourself the money and the hassle of being quite far away from everything and stay somewhere else!

Date of stay: October 2019
Trip type: Traveled with friends
1  Thank DKT2011
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
AriadnaCA, Director de Relaciones con Clientes at Grand Palladium Costa Mujeres Resort & Spa, responded to this reviewResponded October 26, 2019

Dear Guest,

Thank you for giving us the opportunity to welcome you in Grand Palladium Costa Mujeres Resort & Spa.

We deeply regret to see that we were not able to meet your expectations during your stay. Please know that your feedback is extremely valuable to us and we are utilizing your comments to continuously improve our guest experience.

We understand mosquito's presence is not part of the relaxing experience that you were looking for, unfortunately due the raining season and that our resort is surrounded by abundant vegetation, their presence increases on this time of the year. We assure you that we have reinforced our daily fumigation program on the critical hours. We are saddened that this external aspect had affected your overall impression.

We do know that unfortunately we cannot take back the experience you encountered but hope in earnest that you give us another opportunity to welcome you back and deliver the excellency in the service you deserve.

Sincerely,

Ariadna Camarena
Hospitality Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 24, 2019

We had a great time last May at the GPCM with our 2 years old toddler. We spent a lot of time at the splash park.

We had a room in building 14 , it was the perfect central location for us.
Food was great, we especially enjoyed the Thai and the Indian restaurants.
Service was excellent.

We liked it so much we are returning in November.

Room tip: Building 14 is central , close to the lobby and the pool
Date of stay: May 2019
    • Value
    • Sleep Quality
    • Service
Thank bibi036
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
AriadnaCA, Director de Relaciones con Clientes at Grand Palladium Costa Mujeres Resort & Spa, responded to this reviewResponded October 25, 2019

Dear Guest,

Thank you for choosing Grand Palladium Costa Mujeres Resort & Spa as your getaway destination and sharing your experience with the TripAdvisor’s community.

There is nothing more rewarding than receiving the positive comments where our guest demonstrates the excellence of services and accommodation we offer in our property. We are happy to know that you have had an overall pleasant experience.

Making the experience the most enjoyable one our guests have had in their lives is what we are strive for, and you can`t imagine how much we enjoy every single word in your comment.

Once again, thanks for letting us know about your experience and we very much look forward to welcome you next month.

Best regards,

Ariadna Camarena
Hospitality Manager

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Reviewed October 24, 2019

Overall enjoyed our 6 day stay. Pool and beach were fantastic, as was the drink service. :) Food at the specialty restaurants were great - we ate at all (except Indian) with no problem getting in our party of 6, except for the Japanese. Previous reviewers said the Mexican restaurant was bad - I'm not sure what they ate cuz my shrimp burrito was excellent! Buffet was the same everyday and got old after a few days. We ate at the restaurant by the beach for lunch a few times and had great service - the sushi was awesome! No problem getting a place by the pool before 10:00 am. Activities always going on around the pool. Was a little buggy a night. Rooms and beds were very comfortable and quiet. Just a minor issue getting hot water a couple days, but not a big deal. Liked the fact that they had several television stations in English and sports! Yes it is a big resort but if you don't know that going in, you didn't do your homework. My only big complaint was the timeshare pitch when you check in. They take you aside to go over the resort amenities and map, and then try to rope you into a VIP breakfast the next day to pitch their vacation club. I just got here! Hence the 4 stars. A nice place with great staff, fun pool & beach, good food and drinks.

Room tip: Building 15 is great for a pool lover. Also just a quick walk to the Village with the restaurants over the bridge.
Date of stay: October 2019
    • Sleep Quality
    • Rooms
    • Service
2  Thank milprizer
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
AriadnaCA, Director de Relaciones con Clientes at Grand Palladium Costa Mujeres Resort & Spa, responded to this reviewResponded October 25, 2019

Dear Guest,

Thank you for choosing Grand Palladium Costa Mujeres Resort & Spa as host for your recent vacations and especially for taking the time to share with us your review.

We are happy to receive your beautiful comments about our restaurants, beach and pool areas, entertainment activities and your comfortable suite. In addition of the amazing service received by our staff.

The team and I look forward to welcoming you back next year and creating even more memorable experiences.

Best regards,

Ariadna Camarena
Hospitality Manager

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Reviewed October 24, 2019

If you look past the excellent furnishings and fixtures,the year old building is quite dirty.The concrete road surfaces are crumbling in places.The main pool was never seen to be cleaned,apart from 2 swimmers with mops,that said the pool water was not dirty!
Massive problem with mosquitoes,the shop plays on this by charging $15 for “Off” spray and $15 for anti-histamine tablets.Same tablets cost £1.50 in the UK.
Gourmet restaurants are over rated,very slow service,and waiting times are not as they say.We were told that tables cannot be booked,only to arrive and be asked had we booked?Also the big brother hotel,the TRS,can just walk in and get preferential treatment over you!The main eating restaurant,Ilas,was ok.Food not always hot,eggs and omelette cooking very slow,but overall ok.
Waiter/waitress service was mostly very good,bar staff were good as well.Rooms were fine.This could be a great hotel but a lot of work needs to be done .
Nighttime entertainment was oh so boring,excellent dancers but not night after night.Where are the traveling shows,the acrobats,magician,even Michael Jackson show!Chic Entertainment Club!Cannot get tickets!But if you could they charge $100 for food,drink and a show,but we are all inclusive why do I have to pay for drink and food!It only lasts 2 hrs!CocoBongo is $150 for all night!
Beach is good,but for the ongoing seaweed problem.Pool areas are ok,but dirty and stained.Rooms are good,we had a Junior Suite in block 14 next to main pool.Wifi works well if a little weak in certain areas.
The hotel could be great,but not yet,so much more could be improved.This Grand Palladium is not as good as its big brother south of Cancun.

Date of stay: October 2019
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
2  Thank rayhowey
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
AriadnaCA, Director de Relaciones con Clientes at Grand Palladium Costa Mujeres Resort & Spa, responded to this reviewResponded October 25, 2019

Dear Guest,

Thank you for selecting our Grand Palladium Costa Mujeres Resort & Spa to enjoy your holidays in the Mexican Caribbean.

We appreciate the time taken to bring to our attention the aspects that you consider we can improve, since it helps us to take any necessary measure to meet our standards.

We take this opportunity to share with you that in Costa Mujeres we have this system which cleans automatically our pools every four hours, reason being, the members of our staff told you that the pool water was not dirty.

We deeply regret not having lived up to your expectations, our aim is to be a wonderful destination for all our visitors, and we will continue perfecting our service and facilities; we would love to have the opportunity to welcome you again and exceed your expectations.

Sincerely,

Ariadna Camarena
Hospitality Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 24, 2019

Beautifully designed hotel with excellent quality food. Outstanding service by all employees but very specially from Ruby (beach) who has been looking after us during all our stay. In addition, the teppanyaki table is really worth it and chef Evangelino offered an impressive show and food!!

Room tip: Any room would be amazing but try to avoid those ones in the main building. Our loft was on floor 13 and really worthwhile the money.
Date of stay: October 2019
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank MDSL11
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
AriadnaCA, Director de Relaciones con Clientes at Grand Palladium Costa Mujeres Resort & Spa, responded to this reviewResponded October 24, 2019

Dear Guest,

Thank you very much by the selection of our Grand Palladium Costa Mujeres Resort & Spa, as your preferred destination to experience an excellent vacation.

I also would like to extend our gratitude by having shared your perceptions about this trip to our property through TripAdvisor. Your exposure really helps future travelers to find out the reality of our services and facilities.

We are delighted that thanks to our beautiful designed and the outstanding service offered by our staff, specially by Ruby in the pool area and by our Chef Evangelio at Sumpturori Restaurant, your stay in our adult only hotel was beyond your expectations.

Knowing your satisfaction with our services will us with happiness. We look forward to welcoming you back soon.

Best regards,

Ariadna Camarena
Hospitality Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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