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Reviewed June 6, 2014

The overall stay was quite good, the resort is quite big and lacks elevators in some parts so its not the best if you have mobility issues. I did find the beds very very hard which was a bit uncomfortable.
I found the system of constantly getting reservations every night for the À la carte dining a pain in the rear and the food was mediocre at best.
Also the dress code at the restaurants for men to have long pants was annoying specially with the hot temperatures.
Be careful in the lobby the hotels travel company have representative that are constantly trying to sell you excursions and time shares.
With the exception of the main lobby the entire resort became a quite ghost town after 8:00pm when the dozen or so pools were closed. I must say that the place was spotlessly clean and the staff were very friendly, beaches were beautiful and cost was very reasonably priced.

Room tip: If you stay in the adults only Platinum Suite get a ground floor room with walk out pool
Date of stay: May 2014
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
1  Thank antron
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Obed C, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this reviewResponded June 13, 2014

Dear guest,

We regret to hear from your review that your expectations were not met on this occasion and wish we could have done more to make your vacation more comfortable.

We appreciated your observations as well as your impressions which will be analyzed with the all the deparments involved. Our main goal strives in having a great ambience to satisfy our guests’ requirements; we regret that we were not able to fulfill your expectations.

At the same time you can feel assured that your comments helped us identify or focus on any possible deficiencies that may exist in our hotel and take whatever corrective actions may be necessary.

We hope to give us the opportunity to provide the care and quality you deserve at a future visit.
We remain at your entire disposition for any assistance you might need before your visit.

Best Regards,
Obed Canché
Grand Riviera Princess

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 6, 2014

Just arrived home from a family holiday at The Grand Riviera Princess. On arrival the staff on reception initially seemed very happy to check us in, however it was somewhat troublesome to have two rooms together as we were travelling with two children who had their own room. We were temporarily given an unsuitable room with one double bed and a small put up bed for the kids on another floor to us and had to wait two days before a better solution could be made. We ended up moving the kids to the next building along but still a floor below us. I think this was totally unacceptable to split a family with kids travelling together up.

The hotel rooms were very clean and of a good standard.

WOW to the very well kept large grounds to this hotel, the staff work so hard keeping it looking fabulous. There's plenty of wild life to keep you amused whilst there.

On the down side, the food quality is somewhat poor. The buffet restaurant which whilst clean and attentive staff most of the time, served up the same food day in, day out. The themed nights were much of the same food. The booking system for the additional restaurants was very disappointing, to get a reservation you would need to book 3 days in advance and that's if you were lucky to get a table. The quality of the restaurants were pretty bad with the exception of the grill. The menus are very limited and the food was almost cold and of poor standard. You can pay extra to go to a few other restaurants, but the food isn't very child friendly and certainly not worth the additional cost.
In the end we were so desperate for some decent food we ventured out of the hotel and had dinner out.

The drinks were ok, but again poor quality, unless you you pay extra.

BE WARNED !!!!! No WIFI included unless you upgrade to platinum. They rob you blind for wifi access which was a very un reliable service. A five star hotel should supply WIFI.

As far as the entertainment was concerned in the evenings, it was pretty average. I'd be very concerned for families of younger kids up to about 10 years (ours are 14 and 16) as there's very little to entertain them. We spent every night in the bar playing cards ! The shows last only an hour but are good to watch.

To sum up, lovely hotel, staff mainly really good but be ready to be bored senseless with the food and pack plenty of games if tKing kids !

Room tip: Higher floors the a/c not so good
Date of stay: May 2014
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Amanda H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Obed C, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this reviewResponded June 11, 2014

Dear Guest,

Thank you for taking the time to share your feedback on Tripadvisor. We value all guest feedback as an opportunity to continue improving our services and products for our guests.
Having read your comments I apologize for the unfortunate incidents you experiences in our facilities whilst staying with us.

I would like to explain that in our resort as in the majority of Hotels, all our suites are subject to availability and for that reason we cannot guarantee any requests, however I'm glad that our staff could offer you a solution.

Rest assured that the comments of all our guests are very valuable to us and yours have been shared to be address internally.

Regarding the food at the resort, we have to cater to a huge amount of varying tastes as we have people from different countries at the resort at any one moment. This invariably leads to extreme opinions of some people loving the food, and some people hating it. However, we have taken note of everything you have said about the food and we are going to send your notes to our Executive Chef in order for him to make the proper adjustments

Again, I am terribly sorry you leave Grand Riviera Princess with a negative experience. I hope in the future you can find a resort that best suits your needs. We will work hard to make sure we are the top choice for many other vacationers.

Please accept my sincere apologies for any shortcomings from our side during your stay with us. I do hope you will give preference to our hotel again at your next trip to the Riviera Maya and I would be delighted to welcome you back.

Best Regards,
Obed Canché
Grand Riviera Princess

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 5, 2014

If your looking for honest and realistic review, this is it.

My husband and i are in our mid 20's and travelled here for our honeymoon. The hotel/resort is HUGE and could be difficult for those who are less mobile. Not because of stairs etc as there are ramps and lifts. But there is a reasonable walk from the lobby to the beach, pools and some restaurants. On the plus side there is a shuttle bus that will take you down there. so its a win win.

On arrival the check-in was quick, but despite emailing them prior to arrival and telling thomson that its our honeymoon, there wasn't any free upgrade or honeymoon special arranged for us. Even when we asked (don't ask don't get) we only got offered the honeymooners cocktail evening.
Our 1st room was appalling, ground floor on sunset side, as soon as we opened the door, the smell of mould was overwhelming! the room was clean but we couldn't stay there. I'm going to cut a long story short here....called and asked to be moved, 2nd room was occupied, 3rd room was occupied, 4th room was smelly, bedding smelly, stains on towels, and dead cockroaches in the wardrobe.it was 10pm by this time (checked in at 5pm) so we put up with it and decided to talk to thomson rep the next morning.
Thomson Rep was more than helpful the next morning and by 3pm that day, my new husband and i were able to chill out in our new room. On the riviera side, second floor up! lovely.

The pools were very clean and surrounding areas spotless. the resort does take care of the grounds. The party pool was fab to people watch and to take part in the games if you fancied it.

The food. Personally i feel that if it wasn't for their a la carte restaurants, we would of had huge food problems. the buffet had lots on to offer people and caters well for a large group of people but i found the food to never be really hot, just warm and the quality of it can be argued. Breakfast was nice, lots to choose from, but got my eyebrows raised when you spot last nights curry on offer....for breakfast....hmmm.
We tried all the a la carte restaurants and our favourite was the Miso Tapanyaki cooking show. Food was stunning!!!! But every single one on offer (and there is a lot) were beautiful.

The beach was stunning. I did cut my foot on glass on one of the days but hay...its a beach i suppose. The sand is beautiful and soft. The sea is rocky in places but nothing that requires water shoes etc. We're normally pool people but spent a lot of time on the beach, especially in the 'chill out' section. This is an adults only section where you pay $26 for 2 people for all day. This includes very comfortable loungers, top notch waitress service and free wifi. The beauty of this place is that because people don't want to fork out extra money, its virtually empty and this,my friends, it where we chilled out fully and absorbed all the beautiful things around us!

The hotel provides a shuttle bus into playa del carmen, and although times were a little restricted, it doesn't mean we were. $4 per person each way or like us, if we wanted to stay a little longer into the evening (which we did on many occasions) we paid $20 to get back to the hotel. What's $20 when your on holiday?! The Americans tip far more than that at the bar!!!

We did love this resort and we had a stunning honeymoon but for us this hotel was just too big and too impersonal. This hotel just confirmed for us that we're small hotel people!

But please go, Mexico is amazing, Playa Del Carmen is amazing, create some beautiful memories and if you like big hotels and everything that comes with it, then the Grand Riviera Princess is for you.

Room tip: would suggest second floor rooms.
Date of stay: May 2014
  • Trip type: Traveled as a couple
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    • Cleanliness
    • Service
4  Thank Crosscombe88
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Obed C, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this reviewResponded June 11, 2014

Dear guest,

We feel deeply sorry of knowing that our services and facilities could not ensure a pleasant and relaxing stay with us at Grand Riviera Princess. Even though your assessment is very appreciate and important for us.

Anyhow, we regret you did not have a good experience as many other travelers had. Perhaps, most of the inconveniences mentioned in your review could be fixed during your stay to change the negative impression you have so far.

We truly hope you give us a second opportunity to welcome you again and demonstrate the commitment and quality of service we have exhibited through the years and in that way being able to change any negative perception you may have.

Best Regards,
Obed Canché
Grand Riviera Princess

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 5, 2014

this is truly a luxury resort, rooms are very clean and spacious. i found that it is a younger party resort with always lots to see and do. beach was very over crowded not much shade or chairs. but many pools that are very nice.food is ok not over the top but lots of variety.our main lobby has a few problems, one staff member made one of our friends cry she was very rude and it was uncalled for. also the bartender won't even look at you unless you wave money at him. i finally walked away. won't be back, sorry!

Room tip: we had room 1139, cleaning lady Delly was truly wonderful. don't go in june, it rained 5 out of 7 days. good luck
Date of stay: June 2014
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank sandy o
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Obed C, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this reviewResponded June 11, 2014

Dear guest,

First of all we thank you for choosing Grand Riviera Princess for your wedding and for the time you took to share your review with the tripavisor community.

We are so sad that we couldn´t fill your expectation about our hotel. We always try to keep our quality service to give you our best. In your case, all your issues could absolutely be fixed in time, we have a very efficient guest service department in all hotel.

I would like to give you an honest apology for your inconvenient. Our main goal is the quality service and this is also a good value of our skills. Thank you very much again to give us your opinion.

Best Regards,
Obed Canché
Grand Riviera Princess.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 5, 2014

We just came back from Princess on 5.31.2014 and my suggestions that staff should learn how to speak English. That was a problem to communicate. Services should be better with more respect for vacationers. Showers do not drain, toilets flashing very slow.Walking distance from the beach to the lobby 10-12 minutes under the sun with no shade. But overall it was a good time.

Date of stay: May 2014
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Lidiya K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Obed C, Gerente at Grand Riviera Princess All Suites Resort & Spa, responded to this reviewResponded June 11, 2014

Dear Guest,

In first place I would like to sincerely thank you for sharing your experience about your recent stay at our hotel.

Being a Spanish-speaking country, some associates might not speak the fluent English you might expect, but I can assure you that our collaborators do their best to get to make everything possible to all our guests.

Concerning the distance from the lobby to the beach, allow me clarify that we provide a shuttle for all our guests that runs every 15 mins.

We sincerely hope to get a second chance from you and let us host you in a near future to make of your stay a memorable experience.

Best regards.
Obed Canché
Grand Riviera Princess

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