Pros: Beautiful resort, great sand, BBQ at beach, most of the staff were great, onsite resort transportation, French restaurant
Cons: Cockroaches, bug, Platinum concierge not that helpful, watered down wine, deserts that were pretty but no taste, free ride to Playa del Carmen access, at check-in all we received was a map and room keys, food was edible but not very good, guacamole was disappointing, Cleaning staff didn't lock patio door when they left the room, Platinum pool seats were usually taken, shallow beach, scratchy sheets
February 24- March 3, 2013
Day 1 Sunday
Arrived at GSP checked in we got our keys and a map. No details on activities. Everything looks beautiful, went to the buffet not so great. (Room 4016) We had requested a king bed got 2 doubles instead, the duvet cover had a stain as well as stains on the bed skirt, and there was a dirty piece of Suran Wrap on the floor and only 1 robe in the room. We went to the Platinum concierge desk asked for a king bed we were told there aren't any available. After pushing for one they said we they would put us on "the list". They sent someone over to push the beds together, asked if we could have king size pillows they didn't come even though Platinum is suppose to have a pillow menu. We thought no big deal let's make the best of this, killed a few Mosquitoes and another 1/2 dozen of a small flies in the room and went to dinner at the French restaurant. The food was so much better than he buffet we thoroughly enjoyed it.
Day 2 Monday
Got up went to the washroom and had a run in with a cockroach, approx 1.5 inches long. Not impressed! Put the dead roach in a glass to take to the concierge because I have never seen a roach and wanted confirmation. Before we could leave I spotted a smaller cockroach! We maimed it and took it to the concierge. He took the glass quickly and put it under the desk and confirmed that yes theses are cockroaches. " they are very common in Mexico" and acted like it is no big deal. I told him I thought this is unacceptable and at the very least they need to fumigate the room. He assured me that they would have it fumigated that day. When 9:30pm, 12 hours after my roach encounter, rolled around we visited the platinum concierge and stated nothing had been done and again this is not acceptable. They put our name on a list and asked when we want the room to be fumigated we responded 9:30 am because we would be going to bed shortly. Asked about pillow again. Cleaning staff didn't lock patio door when they left. Didn’t sleep much cucarachas on my mind.
Day 3 Tuesday
We spoke to the Sunwing representative explained about the roaches. She thought it was unacceptable and would see if she could help. When we went back to the room to change on our way out we spotted another roach, that makes 3 roaches. My husband killed it and as we were about to leave the housecleaning was at the door we showed her the roach she said, "Oh, la Cucaracha". She wasn't impressed ad quickly put la Cucaracha in the garbage bag. In one of the sinks there were many little worms coming out of the drain. I rinsed them down however within an hour there were more worms. We went to the platinum concierge desk and explained our frustration. I think he had a better respect for my anger and said he would change our room, "come see him at 4:00pm". We called at 4:00 he said he will call us in 5 minutes. 15 minutes later my husband called him. The concierge said I will call you. Eventually we got a different room, room 4223. We spent a too much vacation time checking through our belongings to make sure we didn’t bring cockroaches to the new room, packing and waiting for the new room. Sunwing called to see how we liked the new room I let them know we were in the room 10 minutes, so far so good. Well before we knew it we had to call for assistance the toilet wouldn't flush. They did send someone within 30 minutes to fix the toilet. And another good thing is the 2nd room is the balcony is more private and we are more inclined to use the tub. The TV visual was very poor we asked that it was corrected and the TV was replaced. Cleaning staff didn't lock patio door when the left.
Day 4 Wednesday
Spent the day at the beach. It was nice to have the snack bar close so we didn't have to leave the beach. There was a pack of coati mundi we watched one jump on a lounger beside a guest eating and it stole a hamburger. Went into Playa Del Carmen to Alux Restaurant. It was AWSOME!
Cleaning staff didn't lock patio door when they left.
Day 5 Thursday
Did an excursion. We were up early and left the room before 7am, forgot to leave tips for housekeeping and the mini bar. I don’t know if it was a coincidence or if not leaving a tip was noticed because they didn't leave fresh face clothes, hand towels and the mini bar had not been replenished. Cleaning staff didn't lock patio door when they left. We went to the "Special Platinum Buffet" not special at all, make reservations at an a la carte. TV wasn't working the volume wouldn't turn down they came and replaced the remote. It is raining so we thought we would get a DVD, they had 8 and maybe 6 were English none of the DVD’s were from the past two years.
Went to talk with a manager Jose V. He listened to what our experience had been and wrote down some details, apologized and asked how we could make our stay better. We weren’t asking for anything he offered that if we came back he would have us upgraded to the best. We said we didn’t plan on coming back, he asked if we wanted any spa treatments. The next day we were surprised with turn down service something that we had once in our stay and we were suppose to receive nightly we also were treated to and a bottle of champagne and a plate of sweets. We thanked Jose and asked if we could have the spa treatment I had earlier in the week removed from the room charge. He said he would do what he could; when we left it was off our bill.
Relaxing on the beach it is nice that there is a BBQ at the beach so you don’t have to leave for lunch. The concierge Vergonia acted friendly towards us for the first time. Up to that point she seemed to be in a hurry with us every time we went to her with valid concerns or requests. Had a photo shoot with Gulia she works for the photo shop she did a great job. The resort is beautiful. Cleaning staff didn't lock patio door when they left.
We took our time packing and getting ready to leave. Jose V had arranged a late check out for us which was really nice to have we weren’t leaving the resort until 3pm.
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- Also Known As:
- Grand Sunset Princess All Suites Resort And Spa
- Grand Sunset Princess All Hotel Playa Del Carmen
- Grand Sunset Princess Hotel
- Grand Sunset Princess Review
- Grand Sunset Princess Mexico
- Grand Sunset Princess Resort
- Grand Sunset Princess All Suites Resort Riviera Maya/Playa Del Carmen, Mexico