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Reviewed 4 weeks ago

Upgraded to the Family Selection package which I highly recommend. Kids were made to feel like VIP by all staff. Nice rooms, and enjoyed the family selection pool area. Lots of fun activities around the resort for adults and kids. Only draw back was that all restaurants were booked when we tried to make reservations.

Date of stay: January 2020
    • Location
    • Rooms
    • Service
Thank ChristineHewton
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 4 weeks ago

Dear Mrs. Hewton,

Thank you for taking the time in sharing how wonderful your family vacation has been with us; it was a truly pleasure hosting you.

We are delighted to know that your experience at Family Selection was excellent and that you and your kids enjoyed your stay with us for the amazing attention and quality of the services that were provided to you during your vacation.

It has been our pleasure to attend you in Grand Palladium Costa Mujeres Resort & Spa and we hope to welcome you back to your second home in a near future.

Kind regards,

Ariadna Camarena
Hospitality Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

First off, we have travelled and visited different resorts in the Caribbean such as the sandals in St. Lucia x3, sandals in Jamaica, sandals in Bahamas, Grand Palladium in Vallarta and We were at the Grand palladium in Costa Mujeres in 2018 when it opened. We stayed in a family selection loft suite the first time, and regular junior suite this time. We have children, so we haven’t seen/stayed at the TRS side

Arrival:
This time, we booked the flight and hotel separate, and not a package so airport transfer was not included. We found a 3rd party for $60usd round trip. Once arrived you are given a welcome drink and asked to check in. Check-in process was fine and straight forward. If you book a package, you will likely take a bus and wait for other passengers going in the same direction.

Upgrades:
You are very unlikely to receive any free upgrades just by asking. If you are hoping for a room upgrade, it’s likely cheaper to book it online and ahead of time, before getting to the front desk.

Rooms:
There are 2 main types of rooms, in 2 different types of buildings. The junior suite and the loft suite, in a regular building, or a family select building. The ranking of the rooms goes Jr. Suite > Loft Suite > Family selection Jr. Suite > family selection Loft suite. My assumption is that the TRS may have the same kind of rooms, but in just an adult only building.

The Jr. Suite is nice, 2 queen or 1 king. Comes with a mini fridge with water, beer and some pop and overall very nice with what you would want in a room. The loft suite, is a 2-story room and IMO worth the upgrade esp if you have kids. You can put the kids to sleep upstairs and hang out and entertain on the main floor without waking them.
The family selection, has the exact same rooms Jr. Suite and Loft Suite, just with some added perks about being in that building. The upgrade from a regular Jr. Suite to Family selection Jr. Suite is about $300usd per night. IMO having stayed in both, I would say it is NOT worth the extra money. Here’s a summary of what you get that might be of value. The Family selection (FS) building is the closest to the beach, BUT farthest from the buffet and restaurants and main lobby area. You have to call a cart if you want to get to the lobby. The FS (building 16) has it’s own restaurant for breakfast and dinner in it, only for people in the FS building. The restaurant is nice as it has kids play areas in glass walls, so when the kids are done, they can go play and you can continue to eat while still watching them. The restaurant serves similar items as the main restaurants, except this includes lobster (which isn’t the greatest). The FS also includes it’s own pool and own area on the beach. Even when we were in the FS, we spent more time at the kids pool than the FS pool. Depending on the time of year, the beach wasn’t busy at all, so the exclusive beach area had no value. The little extras the FS also has is upgraded bar menu, black label vs red label. Some candies for the kids and the mini bar had chocolates and cookies at night. Lastly, with the FS, you get free access to the Spa ($80usd reg price/day) and I believe 1 ticket to the burlesque show they have. With kids it was hard to take advantage of those perks. The 24hr check in and separate check in area has no value as the process is the same. All in all, you are better off just buying the perks you want and the FS is not worth the $300/night, but does affect the service you get (more details to come)
In addition to those rooms, there are swim up rooms, presidential rooms etc, but those are the main rooms.

Buildings:
There are different buildings around the resort and is fairly big. The buffet + restaurants are in a separate area, so if you are located close to the beach, then you are far from the buffet and restaurants. If you are not in a family selection room, then the only options for breakfast is the buffet, so it can be a long walk in the morning. Building 12 is pretty much the center of the resort, but based on your preferences.

Travel Club:
Ok so after you check in, there are the “Travel Club” members waiting like vultures for you to finish the check-in process. They look like they are hotel staff, but they are contracted out and work on commission, so they are everywhere. They will make it seem like they just want to show you the property and the different rooms you could have if you upgraded. They will talk to you about a welcome orientation and breakfast. They will try to entice you with a free voucher to the spa, or maybe an excursion. They will say the tour is just 30min. Don’t be afraid to say no. The tour and presentation could take min 1hr to 2hrs. They won’t let you do the tour by yourself and demand that you and your family come along. So they will start with wanting to have breakfast with you and your family to get to know you, then once done they will walk you through the resort showing you all the rooms, the presidential suites etc, for whatever reason. Then they walk you to the Travel Club for the Hard sell, show you the different properties they have and where they started. Here’s the overall gimmick, they will say they aren’t a timeshare, and I guess maybe they aren’t because you don’t actually own anything, but they are trying to sell you on a multiple stay package, 20 to 45 to 90 weeks of vacation for anywhere between 18k and 38k. the catch is that the price they are selling doesn’t include the flight and more importantly doesn’t include food/drink. The food/drink portion is mandatory to purchase and must be purchase each week you are planning on coming. When you ask how much the food/drink is per week, they will say that price varies and not a set price, but ranges from 100-400 per person per day. They also partner with other hotels you can stay at for $600/week, but that’s the jest of it. Once you are able to say no, then they bring you your $200 spa voucher. Here’s the thing with the spa voucher, it’s $200 at the spa at regular price. Their regular price for a 70-80min massage is $220, but there are also guys selling massages around the resort where you can haggle the price down. So in essence, if you wanted the massage you could buy it for $100-120, or do this tour for the $200 voucher and pay $20 difference.
I’m ok with the selling, but the vulturing, the calling, the leaving things on your door is a little bit much. The worst part of it all, was that when i declined to bring my family, the Travel Club wanted the sales rep to take the $200 voucher out of their own pay rather than pay for it, which is real shady for an employer.

Resort:
The resort is big and very nice, the first year we were there, the pools were not heated, but are now heated and very nice. The kids pool is nice and has water slides. There are 4-5 dif pools, + the beach. Lots of room and chairs by the pool. You don’t need to wake up and reserve your spots.

Beach:
The beach is nice, private beach but a decent amount of seaweed. The beach rotated between yellow and red flags while we were there due to the waves, so not the greatest for the kids to play in alone. The seaweed is cleaned in the morning, but still accumulates during the day and is in the water. Again depending on how busy the resort is, there are enough chairs and people aren’t fighting for spots on the beach.

Service on beach/pools:
Servers working the beach and pools are pretty good, often coming around as long as you tip. No complaints and great service of all the bar tenders.

Food/Restaurants:
There are about 6-7 a la carte restaurants, some are closed depending on the days. Overall the restaurants are very nice and comparable to something you would find downtown in a big city. The portion sizes can be small, so don’t be afraid of ordering 2 entrees for yourself before multiple sides. We found that if you go early before 7pm, you didn’t need a reservation unless you had a large party of people. The steakhouse was great and the dinner there would run you $300 in a normal steakhouse restaurant. The cooking of the steak varies wildly, so I would say order medium and it will range between raw and well done. The Mexican restaurant is also nice, but I find that the buffet offers the same Mexican food you can get at the restaurant. The buffet overall is nice. I feel like that first time we were here, it was better, but overall is still good.

Class system:
The hotel will respond below and say that it doesn’t exist, but there is an unspoken class system, based on the color of your wristband. The basic Jr. Suites vs the Family selections vs the Travel Club and different levels of the Travel Club and TRS all have different wristband colors, as such, the service and the frequency of the service you get varies. I’ve experienced both sides having stayed in the family selection before. Ie. We asked the bellman to call a golf cart to take my wife and baby back to the room as the baby was sick. She waited 30min for a golf cart with many passing by, once a golf cart came to the lobby, they ended up picking up a family who came after with a family select bracelet and taking them to the Tennis building rather that my wife back to her building.

Kids club/entertainment:
The kids club and the POP do an amazing job with the kids and keeping the people entertained. There are a lot of parents that bring their kids and drop them off, and the kids seemed to be entertained and have different activities to do. there is a nightly show at 8pm at the theater for kids, the main show for adults around 9pm. There is also a burlesque show that i haven't seen but includes dinner and a show and is inlcuded with TRS and FS guests. The sports bar has soft serve ice cream and freshly popped popcorn for you to get before you watch the shows.

Doctor/Resort:
There is an onsite “doctor” available between 8-8. The cost of a consultation is $120USD. We went to see the doctor for my baby, who was diagnosed with Hand, Foot and Mouth. The doctor recommended that we go to the hospital for further treatment. The Doctor didn’t really care that the HFM was contracted from the resort, or let the resort know that there was a case of HFM. I’m sure they are aware but try not to make it public. The resort will respond below saying how do we know we go HFM from the resort and can be contracted by door handles and other contact. The fact that we stayed at the resort and never left the resort and got HFM after 6 days pretty much confirms that we got it from the resort

Overall, i would recommend the resort. it's in the middle of nowhere so there isn't much to see do outside of the resort other than excursions. The golf course was nice but very expensive. The resort is a family resort and not for partying.

Date of stay: December 2019
    • Location
    • Sleep Quality
    • Service
5  Thank electricute
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 4 weeks ago

Dear Guest,

Thank you for taking the time to share such detailed review with the community of TripAdvisor.

We are sure that your recommendation and full description of our services and facilities will help other travelers to select a family destination for their upcoming holidays in the Caribbean.

After reading your review, we are pleased that your overall experience was satisfactory and during both visits you and your family enjoyed of our beach, pools, restaurants, entertainment activities and comfortable suites.

Your comments are critical to the overall success of our resort and we want to make certain that we pay more attention to the details mentioned on your review.

We hope the positive aspects of your visit will encourage you to choose us again in the future.

Cordially,

Ariadna Camarena
Hospitality Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

Still here and the management of this hotel is extremely poor. The hotel grounds are beautiful but the hotel organization and management is below 3 stars. Just left the spa or escaped it because it was unhygienic and major health and safety due to being so overcapacity. We arrived for a reservation they said they overbooked and couldn’t give us are massages. There are twelve lockers but over 40 people using the facility. Absolutely not a wellness or relaxation place to visit let alone pay for any of it. Even the staff told us that hat they are over capacity and concerned about the safety. Don’t bother until they up their standards. Go ahead and book hotel excaret absolutely amazing there!!

Date of stay: January 2020
Trip type: Traveled with family
1  Thank Crystal A
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 4 weeks ago

Dear Mrs. Crystal,

We deeply appreciate you have taken the time to bring to our attention the aspects about your experience while you are staying with us at Grand Palladium Costa Mujeres Resort & Spa.
We are very sad to know that your stay has not been as you expected, be assured that our staff will continue to follow up on all your requests in order to ensure an outstanding experience for the rest of your stay.
We would like to offer you a sincere apology for the inconveniences and for the bad impression with our Spa services, as you can see our staff always do their utmost on best accommodate all our guest’s needs and expectations and we really hope you and your family enjoy the dinner arrangements and the personalized service that our guest relations team is pleased to provides you, do not hesitate to contact us for any other assistance you need.
On behalf of all of us we trust that we can leave a beautiful memory of your time with us and improve the rest of your stay.
Remain at your disposal.

Ana Barajas
Hospitality manager Assistant

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

We held a conference over New Years with guests staying at both TRS and Grand Palladium. Our conference co-coordinator, Annuar Caceres was incredible. We ran into a few snags which were not an error on the resorts part, however, the tour operator here in Canada. Annuar was fantastic at helping resolve issues and ensuring our conference went smoothly. All our attendee's were so happy with the conference center and the 2 resorts. We are bringing a group back in March and in December and look forward to working with Annuar again.

Room tip: We loved building 14, it was a mid spot to the beach, the village and conference center.
Date of stay: December 2019
  • Trip type: Traveled on business
    • Rooms
    • Cleanliness
    • Service
Thank suzannegC4386NY
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 4 weeks ago

Dear Mrs. Suzanne,

Thank you for selecting our resort to host your corporate event.

We are thrilled you and your guests had enjoyed the suites and facilities in our resort and the conference services provided by our very talented event coordinators. We thank you for highlighting the professionalism demonstrated by Annuar, rest assured that he will be congratulated by our Management.

On behalf of Annuar and the rest of the team, we thank you for your preference and look forward to welcoming you back next march.

Kind regards,

Ariadna Camarena
Hospitality Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago via mobile

Beautiful property with lovely rooms but it seems they are always trying to get you to pay more! At checkin we were encouraged to upgrade for ‘only’ an extra $300 per night. A lot of the property(pools and restaurants) was only open to TRS, or travel club members. There was very little entertainment compared to most resorts we’ve been to previously, and one of their main shows was an extra $120 per person! Many nights there were only a couple of a la carte restaurants open. The food quality was not great but not terrible. Most of the staff was very friendly but their English was minimal. The coffee shop in the Market Village was great! Stand out staff were Raul (at the coffee shop), Houdini (bartender), Jhaleria (not sure of spelling but she was at the beach pool) and Benjamin (cart driver/bellman).

Date of stay: January 2020
Thank 422veldaw
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 4 weeks ago

Dear Guest,

Thank you for taking the time to provide us your feedback.

While we are delighted to read that the service provided by some of our staff members was outstanding and you liked our suites and property, we deeply regret you felt that our entertainment program and food quality were below expectations.

We would like to take this opportunity to clarify that the show performed at Chic Cabaret is not part of our all-inclusive services. In Costa Mujeres we have the privilege of having one of the exclusive dinner-shows of Chic Cabaret, which has its doors open to our guests, but also to external visitors.

All your observations will be transmitted to our Direction, rest assured that will be taken into consideration when working on strategies to enhance our services.

At Grand Palladium Costa Mujeres Resort & Spa, we look forward to serving you once again and exceed your expectations.

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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