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“No complaints!”

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Grand Riviera Princess All Suites Resort & Spa
Ranked #78 of 209 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersSilver level
Brookston, Indiana
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“No complaints!”
Reviewed May 5, 2013

We traveled to this resort as part of a larger group in May. I had spent too much time prior to our trip reading reviews on this website and I was a little apprehensive. The travel horror stories that you find on this site have the potential to really bias your perception of a trip! My biggest concerns were getting sick from the food/water and protecting my belongings. Now that we are home, I have to say that some of the information I came across was very helpful, and some of it was complete rubbish.

We ate our first meal of the trip at the buffet and decided then and there that making reservations at one of the restaurants (website horror story) would be a waste of our time. The selection at the buffets was expansive and delicious, but then again, we are NOT picky eaters and are willing to try anything. My favorites were the grilled cactus, the fresh fruits, the beet juice at breakfast and the numerous ways they served jicama! We are also not picky about our drinks. We had a few cocktails at several locations and enjoyed them, and also drank the water at the buffets with no problems. So, no repercussions from the food or water (website horror story).

We made sure to lock our valuables in the safe before leaving the room and always took both room keys with us (great pointers from other reviews). We carried a small bag to the beach/pools and never had a problem leaving it unattended while enjoying the water. Granted, we never left anything in plain site, buried phones/cash in the bottom of the bag and used a small clip to secure the zippers, and placed towels over the bag... just common sense security measures.

The room was nice and clean. Yes, there is a musty smell. The beautiful water fountain right outside our room and the gorgeous tropical landscaping make it impossible to avoid this smell. I'll take a little musty in exchange for the sights that Mexico's climate affords! No, my sheets were not changed everyday, but that is clearly explained in the room literature as an environmental conservation effort. Okay by me!

Yes, the floors are marble and the walkways are polished concrete. They have to be that way in order to stay clean and beautiful in a tropical climate. Yes, they are slippery when wet. Just be aware and be cautious. I spent quite a bit of time barefoot to avoid issues and enjoyed it!

The beach is amazing! I came to appreciate the clear delineated line established by the vendor huts. The beach is CROWDED (duh, isn't that why people come to this place) and to have a line drawn that says "Nothing but YOU past this point" allows people the chance to enjoy a more pristine beach.

Again, we were part of a larger group that worked in concert with a travel agency, and so our transport arrangements from arrival/check-in through check out were well organized (website horror story). If we do this again as just a family, we will use an agent. I think many headaches were avoided because of this!

Our trip was short (3 1/2 days) and we were on the go to get the most out of it, so our contact with the staff was limited, but the waitstaff was friendly and everyone we passed on the grounds offered a cheerful "Hola!".

There is a running joke in our family that we have experienced extreme good fortune in all our trips, and this one was continued the streak. But we also approach every trip with only one priority... QUALITY TIME with each other. We weren't there for the food, the booze, the service. We were there to spend time with each other in a place other than our everyday lives.

  • Stayed May 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Jennifer P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gina G, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this review, May 27, 2013
Dear Guest,

Thank you for your review! We feel lucky to have had the opportunity to serve you and your group.
Providing our guests with the best possible hospitality and service has always been our mission.
I am glad to hear that you got your own opinion about our Resort and this is very good.

We want you to know that we truly enjoy sharing our passion for our destination with visitors and want you to walk out the door feeling refreshed.”

We hope that you will not hesitate to visit with us again in the near future and wish you the very best.”

Best Regards,
Quality Manager
Grand Riviera Princess
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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English first
Toronto, Canada
1 review
Reviewed May 4, 2013

Just returned from a week's vacation and we stayed in the Yucatan Platinum on the Riviera side of the hotel. Check in was smooth but found the fellow was a little impatient at times and not overly warm and engaging. Maybe he was having a bad day who knows and there were a lot of us to check in as we went down as a group.
One of our concierge's in the Yucatan Platinum lounge by the front of the hotel lobby should be in a different role and not one dealing with the guests. Because of him and the check in experience, I rate this resort a 4 and not a 5. The Yucatan conceirge was not accomodating towards my spouse and her requests, when she brought me along the next visit, he was marginally better. Angel in the Yucatan lounge was much better to deal with. I have to say that our requests with the conceirge centred around dinner and those arrangements. There was nothing difficult or demanding around the requests being made and my spouse is the most easy going and forgiving of people and their approaches. For this to be a call out I think is significant and should warrant further training or discussion by the hotel management.

Grounds of the resort were beautiful and immaculate. Walk from our room was about 10 minutes to the beach and not an issue for us at all ever. Not one of us in the large group that we were ever considered hopping on the shuttle as it was an enjoyable walk. Free 24 hour room service came in handy at times and delivered in 30 minutes with tremendous service.
Called front desk for extra towels one day and they were delivered within 30 mins with a call back from them making sure we received them.

We sat in the roped off platinum section of the beach and was impressed with Yara and her " butler" service. We tipped her often but she was also great with others who never tipped her as well.

The water definately had some rocky sections. If you want to avoid the rocks the best spot is directly in front of vendor huts which was in our experience rock free.

I have a hard time believing some of the negative reviews I read before arriving. This resort has something for all ages -- party pool if you're into that, quiet pools if that's what suits you. The entire resort is super clean with staff constantly working and focused on maintainence.
There was nothing wrong with the food at this resort at all -- the buffet will be sure to please everyone. Of course in a buffet you can't expect to like each of the dishes and selection however I can't believe anyone would ever go hungry.

The a la carte restaurants were good -- steak, le fleur, sushi, oriental and japanese were what we tried all were good with fine service. As we had a large group, the conceirge's abilities to assist were a bit limited. In dealing with the managers of the restaurants directly, we were well accomodated to have us be seated at the same time and eat at earlier times than that which the conceirge was prioviding. The managers of these restaurants, I found went above and beyond to accomodate and please. Of course, within their abilities to do so.

Our group had young adults ranging from 18-25 and they had a great time here. We are in our 50's and enjoyed our stay and would definately come back. The platinum lounges close to the beach were nice because you could stop in and pick up bottled water,drinks,coffee and free interenet was available along with copies of USA Today and New York Times. Fresh snacks, full bar were available throughout the day.

I must say the party pool bar and main beach bar were under staffed and at times had lengthy wait times on many occassions. Also, at the party pool the servers were not the most engaging and friendliest. Our kids commented that this would have rounded out their experience a bit more. It seemed too that if you were not constantly tipping they treated you a bit differently at the party pool. I guess if you are there for a few hours, the constant tipping can get very expensive. Regardless, the regular service was fine they just are not the most cheerful folks for a party bar. Having said this, I guess when you are drinking and having a great time your view on things could be a little biased when it comes to these guys having to deal with partiers all the time.

The resort felt safe. If anyone ever raised their voice or something erupted it was quickly handled by security...they showed up quietly, marshalled people along politely and gently. Just their presence calmed things down. If any vendors on the beach were troublesome they were also somehow there again.

One thing about the vendors on the beach, when you are there for seven days, the daily requests to have a massage, buy string beads and goods became a bit annoying. A firm no was always accepted however, that you had to daily and sometimes several times a day say no became a bit much over the course of the week.

Overall a most amazing trip and experience by the people who work at the resort and understand that they are there to serve for their livlihood. We all of us in the group, agreed that we will return their at some point in the future.

We took a quick visit to the spa to enjoy the free wet service anemitites available to us. Having visited many spa's my wife gave this a lower rating. The steam room was not steamy, the pool a bit too warm. The hot tub was really great, especially the fountains for massage and the lounge chairs that were full of massage jests from head to toe...never experienced that before!

The check out was pretty smooth. A bit confusing, some of us were given bus boarding tickets while others were not causing some to run back to the desk at time of boarding. Some consistency here would be best for the hotel guests. Overall a most amazing time and thank you Princess hotel, Playa del Carmen for that!!!

Room Tip: Yucatan Platinum Riviera for us was the way to go and we'd do that again in a heartbeat!
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  • Stayed April 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SatisfiedCanadian59
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gina G, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this review, May 27, 2013
Dear Guest,

Thank you for your review! We feel privileged to have had the opportunity to serve you and your group. It is also a pleasure to hear that the entire group enjoyed their vacations among us so much.

We recognize that our staff plays a valuable role in the vacation experience of our guests, but reviews like yours serve to motivate us even more. We will share your comments with Angel; he will be delighted to read that his work was so appreciated.

On the other hand I have been noticed you mention the security and let me tell you that one of our priorities is to protect the guest’s physical integrity and their valuables.

We hope that you will not hesitate to visit with us again in the near future as we look forward to welcoming you back.

Best Regards,
Quality Manager
Grand Riviera Princess
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Rochester,New York
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed May 3, 2013

Just got back on May 1st. Weather of course was wonderful for 6 days.The grounds are impeccable. The staff is very friendly. The beach is very crowded..made worse by the vendor huts which take away from the water sight lines. If you want shade on the limited beach area you need to get up early to "reserve" your chairs with towels..which is supposedly a no-no. Everyone does it. You shouldn't have to pay for WiFi either...this is 2013!!! Also the ala carte restaurants that you have to make reservations for..there always were more open tables than occupied tables?? Seems like they need more wait staff so more ppl can make reservations at these restaurants. My gripes are minor and nothing that should keep you away from this beautiful and expansive resort! Enjoy..you won't be disappointed!

Room Tip: When checking in try haggling to get a Deluxe room.They are very close to the beach.We almost upgrad...
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  • Stayed April 2013, traveled with family
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank Jacoccia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gina G, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this review, May 26, 2013
Dear Guest,
Thank you for your review on TripAdvisor. We appreciate the time you took to write about us.
Our guest's opinion is very valuable for us, this is the only method to improve our services and know what our guest's preferences.
We are very happy to hear you liked the hotel and our service.
Be sure that we will be working in all the details that you mentioned to improve our service.

We look forward to welcome you again in the not too distant future to ensure you another amazing getaway.

Kind Regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Merida, Mexico
Level Contributor
103 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
Reviewed May 1, 2013

this property is huge, I mean HUGE! They provide golf cart rides from the front of the resort via a wide lane that runs along the outside rim of the resort. This is also how they move around luggage and services as well. This ring road would also be great for runners and walkers to maintain their exercise regimens.

*The grounds are gorgeous and impeccably maintained. There are pool/ lounging areas for whatever you are in the mood - conscientious adults, young adults drinking too much and being very loud with loud music, family areas, private pool / lounge areas if you are in the proper buyin tier, and at the beach there are ropes delineating service areas, again based on buy in tier. On the beach there are cabanas where you can get massage, there are also cabanas of vendors, unfortunately blocking quite a bit of the view, and only in the lower tier areas, the Platinum beach had no vendors.

*Food is good, but unexceptional. house wine is bad, reconcile yourself to buying a bottle for your meals.

*Take your own plastic cups/glasses,the flimsy little plastic ones on the beach are a handling, and environmental nightmare.

*we had the lowest tier room, it was lovely and quite comfortable, with the exception of the pillow -Take your own pillow.

*be sure to pay attention to the resort website when deciding on accommodation.

*As of April 2013 internet use will cost you 20USD per 24 hours!

* there are lots of seating spaces to visit with friends, share a drink, or read a book

*the spa is gorgeous and worth a visit

  • Stayed April 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Debi K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gina G, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this review, May 26, 2013
Dear Guest,

We would like to thank you for your review on TripAdvisor. Our guest's opinion is very valuable for us, this is the only method to improve our services and know what our guest's preferences.

We are glad to read that you enjoyed our Resort, the room, the spa and the service provided for our staff, thank you for noticed.

On the other hand, as you may know in Mexico the beach it is public, therefore we cannot prohibit the access to the people in town, we regret if this situation affected your stay in our Hotel.
We look forward to welcome you back in the not too distant future.
Kind Regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
121 reviews
55 hotel reviews
common_n_hotel_reviews_1bd8 92 helpful votes
Reviewed May 1, 2013

We've spent 6 wonderful days in this resort over Easter break. Hotel's territory is vast, beautiful and spotless. We've opted for a Laguna villa suite with a Platinum lounge access. Platinum Lounge is a gated area for Laguna villa guests only with a private swimming pool, beach cabanas, waiter service, premium drinks included. Pure indulgement! There's a wide choice of a la carte restaurants on top of buffet option - Japanese, Italian, Spanish, seafood, Mexican, grill...The food is great, as well as service, and choice of drinks is decent too. Platinum Lounge concierge can book tables at these restaurants for you. Grand Princess has its section of the white-sand beach with sunbeds, umbrellas, massage services and a bar. Chillout lounge is highly recommended. You have to pay a daily fee, but you get premium sunbeds, unlimited drinks and waiter service too. So our holiday was 99% cloudless.
There are 2 things that overshaddow the whole experience:
1. Wines included into full-board option are undrinkable
2. Hotel's reception staff needs a kick. They are quite thuggish, unfriendly and inefficient. When we arrived, Laguna suites separate check-in desk was not manned for 10 minutes, while quite a few employees were wandering around without any obvious purpose. As I did not get a default explanation regarding how everything works in this resort, I had to ask dozens of questions. Finally, they did forget to put quite a few items into my welcome envelope - like towel tokens, spa vouchers, so I had to return a few times.

Room Tip: Opt for Laguna villa suites. Suites themselves and Platinum lounge access make a difference
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  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank MaxLondon1976
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gina G, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this review, May 26, 2013
Dear Guest,
Greetings from Grand Riviera Princess!
Many Thanks for sharing your experience with us and with other TripAdvisor readers.
I appreciate the time you took to write about us, your feedback is very important to improve the opportunity areas we might have.
About your observations, allow me tell you that what occurred is not at all a common situation and in no way represent our overall service. I would like to inform you, that we pass all your observations to the Manager of each area to take action on the matter.
Be sure that we will be working in all the details that you mentioned.

On the other hand we are very happy to learn you enjoyed your stay with us and we look forward to welcome you back in the not too distant future.

Kind Regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Poole, United Kingdom
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed April 30, 2013

I was here for a 10 night stay in April 2013 as part of a "girlie" holiday. The grounds really are beautiful, and the entire complex is kept scrupulously clean. The staff usually greet you with a cheerful hola as you walk by, on the whole this hotel was as I expected it to be for a 5 star establishment. We bought additional excursions in the UK which turned out to be slightly inferior to the ones offered by the hotel rep, but nonetheless a good time was had by all. There is a huge choice of places to eat, the buffet being one of my favourites as I found the a la carte menus a bit too restrictive at times. I also feel that there is still a long way to go with regards to catering for people with specific dietary requirements. Some of the restaurant staff needed to be reminded on what a coeliac person can and cant eat which was a bit of a pain at times. There were some that were more than happy to accomodate "Miso" in particular were more than helpful.

My main gripe I have about this complex is that WiFi access to UK holidaymakers is complicated. You cannot pay for WiFi access on line via credit card as the UK is not listed, so it wont recognise your address. I had to use the lobby cashpoint to withdraw 20 US Dollars, then use this to pay for a prepaid WiFi card. They could probably use a few more WiFi routers as reception disappeared once I crossed to other side of pool.

You will also note that nearly everything is priced in US Dollars (hotel & Playa del Carmen), so if you have only the national unit of currency (Peso) with you, you will constantly have to ask for the price in Pesos.

This is only a minor point and should not discourage anyone from visiting this beautiful country.......there really is so much to see and do. I for one will consider returning once I can afford it again !!!

Room Tip: A pool access room is well worth the premium - go for it !!
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  • Stayed April 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Trisji1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gina G, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this review, May 29, 2013
Dear Guest,

First of all thank you for choose our resort! We feel privileged to have had the opportunity to serve you.

It is always our goal to achieve maximum customer satisfaction and we are delighted that you underlined your satisfaction about the cleanliness and also of our buffet; it is good to know that you enjoyed your stay.
I assure you that your comments on the internet will be taken into account.
We thank you sincerely for choosing the Grand Riviera Princess and we trust that we will have the opportunity to welcome you again in the near future.

Best Regards,
Quality Manager
Grand Riviera Princess
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Calgary, Canada
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed April 29, 2013

This is a large, beautiful resort. The pool goes all through the resort. The staff are super friendly. They are rigid about their check in and check out times. Buffet was wonderful. Each night had a different theme. Many restaurants included in the all-inclusive. Food was awesome! We had a juniour deluxe suite with a jacuzzi tub. It was a decent size and located equidistant to the beach and lobby. Very clean. Not a lot of kid activities. Water sports not included in the all-inclusive, but there's a bar and food at the beach. Great sandy beach. Would go there again, easily!

Room Tip: Junior suite deluxe is located same distance from the lobby and the beach and very close to the pool...
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  • Stayed April 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Minaz J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gina G, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this review, May 29, 2013
Dear Guest,


Thank you for taking the time to review our resort. We truly value the comments of our customers.

We are delighted to hear that you have enjoyed your experience here.
One of our top priorities is the costumer service resulting in the total satisfaction of our guests and I can notice that this was the case.

We hope that you will be able to visit us again and enjoy our Resort.
It will be honored to serve you again as you and all our guests deserve.

Best Regards,
Quality Manager
Grand Riviera Princess
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

Property: 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:
#30 Green Hotel in Playa del Carmen
#43 Top resorts Hotel in Playa del Carmen
#48 Luxury Hotel in Playa del Carmen
#56 On the Beach Hotel in Playa del Carmen
#63 Romantic Hotel in Playa del Carmen
#69 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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