First a note: Grand Riviera Princess, Grand Yucatan Princess & Grand Sunset Princess are all part of the same property. If you go to the right when you go thru the property gate, you are at the Grand Sunset Princess. If you go to the left, you are at the Grand Riviera Princess and Grand Yucatan Princess. Another note: the Grand Yucatan Princess is a set of buildings reserved for adults only on the Grand Riviera side of the property. These buildings are the furthest from the beach.
2 years ago, my husband and I stayed at the Sunset Princess in a platinum suite(supposedly the best room offered). At the time the Riviera Princess side was not open. We had some issues with our room and were eventually moved to a different platinum suite. During that visit, we didn't really have any more issues other than the fact that the platinum suites weren't truly adults only even though they were sold as "noone under 18 in this room". The food was acceptable and the service was fairly good.
BUT.... when we went back this February (2/20/13 thru 3/3/13), our experience was much much worse. This time we booked a platinum room on the Riviera Princess side...again, the room was sold as "noone under 18 in this room". Sad to say, this isn't true and to our dismay, screaming infants, shrieking toddlers, and boisterous kids were at the platinum pool every day. Before anyone starts on the it's a family resort tirade...I know that, however, when a room is sold as "noone under 18" it is reasonable to expect that the platinum rooms are for adults and there should be no children in the platinum area.
Day one, the toilet overflowed, though at first we thought it was just that the wall between the shower and toilet wasn't sealed and had leaked. We cleaned that water up with the room towels, but when the toilet overflowed again on our 5th day, we had to wait for maintenace & housekeeping. A continuous problem during our entire stay was the inability to get washcloths. The maid would clean the room, sometiimes we'd get washcloths, most times we wouldn't and we'd have to go to the concierge to have someone bring them. One day I was so frustrated I left a note with 100 pesos asking to please leave washcloths...it worked...but this sent the wrong message. "was the only way to get washcloths by way of leaving a tip" . My husband & I tip very generouslly at every AI we go to, but when we'd left tip money in this room before, the maid didn't take it.
Our room was a ground floor room with a patio & deck. The deck..... was rotted and unsafe for anyone to stand on. I didn't realize this until day 3, after I'd already been on the deck twice and finally felt the board buckle.
We ate at several of the a la carte restaurants and generally were disappointed with the food.
The 'gala' dinner for the platinum guests was the worst meal by far. The food was cold, the servers overwhelmed and the atmosphere hectic. We tried the Sushi Bar at Miso, La Fleur, Mamma Mia, La Vaquiera, Le Fondue and Las Olas. By far the best meal was at Le Fondue. The food at the sushi bar, Mamma Mia, and Las Olas was palatable but not exceptional and in many instances not warm enough. My husband joked that he'd like to take the sausage appetizer from La Vaquiera, the pumpkin soup from La Fleur and the main course from Le Fondue and make one meal out of it. Service at the ala carte restaurants was friendly but we did have an issue at La Fleur when one of the waitresses was making fun of me for being the one who tested the wine (I just happen to have the education and palate to know what to taste, look and smell for and my husband prefers that I do it). I felt the joking was uncalled for.
Extra services: Though the nail technician was friendly, I cannot recommend using the salon for a pedicure. The service was expensive ($97 USD), and the salon sparsely equipped (felt like I had my feet in a giant dog bowl). Day 7 at the hotel & another extra service I opted to pay for was romantic room setup w/ rose petals & chocolate covered strawberries. The concierge at our building threw in a bottle of house champagne and petit fours at no additional cost. Unfortunately, the culmination of all our bad experiences wit this hotel occurred on the romantic evening night when the set-up and delivery didn;t happen as they should have. This was the straw that broke the camels back. My husband & I had been trying to be reaosnable about all the issues we'd been having, but neither of us could take it any more.
We ended talking w/ the overnight property manager until 12:30 in the morning 3/27/13 and the next day the Guest relations manager. We'd been dealing w/ the platinum concierge for most things, but it was clear that he had limited ability to get things corrected. Irvin was outstanding in his efforts to correct things, but there was only so much he could do. As a result of our late night meeting w/ management, our deck was repaired the next day, the bill for the romantic evening expenses was canceled, and we were never without washcloths for the rest of our stay. I have to give kudos for the quick response once the late night conference happened, however, it shouldn't have come to this.
The public relations manager has asked that we please contact her when we are scheduling our next trip to the Riviera Maya. Apparently she wants to make it up to us and thinks she'll be able to give a good deal. Honestly, it would have to be one out of this world deal for us to consider going back to this property.
- 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 Hotel Playa Del Carmen
- Grand Riviera Princess All Suites Resort And Spa
- Grand Riviera Princess Hotel
- Grand Riviera Princess All Suites Resort & Spa Riviera Maya/Playa Del Carmen, Mexico