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“Outstanding service, great resort!”

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Grand Residences Riviera Cancun
Ranked #1 of 28 Hotels in Puerto Morelos
Certificate of Excellence
Reviewed January 22, 2014

Our experience at the Grand Residence was very, very positive. The staff was helpful and attentive, and the facility itself was beautiful and appealing. Our family plans to return to the hotel (hopefully soon!) and found that there were a few exceptional stand-outs for us, and a few areas that were less than perfect (see bottom).

The standouts:
Staff - Before we even arrived, we were in touch with the concierge (Alejandro - he's terrific) to arrange for ground transportation from the airport and to discuss day trips. We also asked for his help with a food order to fill the refrigerator prior to our arrival. Alejandro himself was at the airport to greet us and escort us to the hotel. He also showed us around, introduced us to other staff members (the gym attendant, the kids' club attendants, etc) before showing us our room. The housekeeping services were superior - morning clean up and evening turn-down - and the car/taxi attendants were eager to help us with our trips into town. We really felt taken care of, without feeling imposed upon. The service throughout our stay was speedy, discreet, eager.
Facilities - The resort is beautiful - very luxurious. The pools and pool areas are clean and big, the hot tubs are inviting. The beach front is well tended to - people cleaned off any beach grass and set up the lounge chairs each morning. We had a delicious dinner at the on-site restaurant El Faro - the food and presentation could easily compete with fine NYC restaurants! The gym was well stocked with new equipment including weights, machines, and mats. In addition, the hotel has a large stock of athletic gear - including snorkel gear, beach volleyball, golf clubs for guest use. We used the snorkel gear for most of our trip - they have adult and kid sized fins and masks! Finally, the convenience store in the main building was a real plus - we were able to purchase almost all of our provisions there - food, beverages, even clothing.


As for the less than perfect areas:
The roads - driving to-from the hotel was not easy because the roads around the hotel are not paved and are really rough. Obviously this had no impact on our stay at the resort, but we took trips into town every day, and the roads are not pleasant. They are being worked on now and should be done by March... Thankfully, the hotel has taxis ready to go and the drivers are adept at navigating the bumps. We were able to easily grab taxis when we wanted them.
Breakfast - the only easy breakfast option for kids is through the convenience store where we bought our daily breakfast - waffles, eggs, yogurt, fruit, cheese. We prepared breakfast in our kitchen, which helped us get a faster start to our days. The room service menu is adequate but not really kid-friendly.

We had a great stay and are looking forward to returning to the Grand Residences in PM.

  • Stayed: January 2014, traveled with family
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Thank scott B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cristóbal G, Online Community Administrator at Grand Residences Riviera Cancun, responded to this reviewResponded February 5, 2014

Dear Guest:

Thank you for taking the time to review your stay with us.

We appreciate your feedback and look forward to welcoming you back soon.

Warm regards.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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819 - 825 of 936 reviews

Reviewed January 15, 2014

My family and I stayed there for a week. I have to say its one of the best hotels I have stayed in. Not only are the rooms very nicely decorated and equipped but the staff is very friendly and helpful. Everybody knows your name, they remember your preferences and offer them without request. Service is one of the most important things to us and they nailed it! We had a couple of rainy days so we visited the spa and I can say that the service and overall experience there is also 5 stars.
The restaurant had the best food, the chef always helped out to serve the picky eaters in my family.
It was a great vacation! We are planning to go back as soon as we have a chance.

  • Stayed: January 2014, traveled with family
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1  Thank GGK2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cristóbal G, Online Community Administrator at Grand Residences Riviera Cancun, responded to this reviewResponded February 5, 2014

Dear Guest:

Thank you for taking the time to review your stay with us.

We appreciate your feedback and look forward to welcoming you back soon.

Warm regards.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 10, 2014

On the good side, since the hotel opened just a month ago everything is shining new. There is currently no major construction work going on (there should be in the future, however, since the hotel is only in early development stage). Good pools, nice beach, excellent room amenities. Staff are very polite, nice, ready to help. The owners clearly invested a lot of money, and you can see this in the quality of the building and facilities.

Unfortunately, there are some minuses which could spoil the experience if you do not know what to expect. Most important problems were:

- there was no breakfast buffet (with the exception of a Sunday). The a la carte options are decent, but there is much room to improve. The main problem however was that service was so very slow, that it took at least 1.5 hours to have breakfast. Way too much time wasted!

- information provided on the website about their facilities is not accurate. I was especially disappointed by the lack of tennis facilities (not opened yet, contrary to what their website says!)

- staff looks unable to solve problems. We found the room freezing at 19 degrees (celsius) and despite our efforts staff has not succeeded to identify the cause of the problem and raise the room temperature significantly. After three days of trying to solve the issue, people there just gave up and forgot about us. Two more days down the road, we learnt by accident that that was a general hotel problem. For some people it may have been ok, but not for us, who came to Mexico searching for warmer temperatures than home.

- the noise - while sitting outside on the terrace of the suite one can hear their water purification plant, which makes an awful noise, especially at night.

- service for the New Year's dinner was incredibly negligent. Stakes arrived before soup and staff simply forgot about deserts, which never made their way to our table

- beach cleanliness should be addressed by the management with neighbors / local authorities. It is not admissible for a 5-star facility to tolerate garbage brought by the sea piling on the beach 50 meters away from their own beach (and immediately close to their volleyball court)

- they kept forgetting how many we were in the apartment, so that the separate bed for my son was almost never prepared for the night.

One pleasant surprise for us was the 300 USD daily credit, which could be used for anything bought within the hotel, including in their small shop, where we could find anything we wanted.

  • Stayed: December 2013, traveled with family
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9  Thank delaprut
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cristóbal G, Online Community Administrator at Grand Residences Riviera Cancun, responded to this reviewResponded February 5, 2014

Dear Guest,

Thank you for taking time to post about our resort.

We always strive to provide the highest satisfaction levels to our guests and we regret to haven't achieved that goal with you. Rest assured we've noticed your comments and will share this review with the appropriated channels so that our service may improve.

We hope to see you again during your next visit to Mexican Caribbean.

Warm Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 8, 2014

The hotel although new has everything and more a five star hotel should have to pamper its guests. We spent new year's eve and the dinner was perfect in every way. The beach is beautiful, white sand with clear blue water. The rooms are very clean with top of the line everything. I really recommend this hotel to anybody looking for luxury to the fullest in Puerto Morelos.

  • Stayed: December 2013, traveled with family
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1  Thank Shakes711
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cristóbal G, Online Community Administrator at Grand Residences Riviera Cancun, responded to this reviewResponded February 5, 2014

Dear Guest:

Thank you for taking the time to review your stay with us.

We appreciate your feedback and look forward to welcoming you back soon.

Warm regards.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 7, 2014

This facility is brand new and is incredible. Very spacious suites and suite combinations, beautiful beach that is protected by the reef about 1km off the coast. High end amenities in the kitchens, e.g. Subzero fridge, Wolf etc. this place makes you feel at home. Stayed in a beachfront villa. Highly recommend. Noticed some complaints earlier about inconsistent service. Things seemed to have improved dramatically since the opening. Seek out Gustavo and Jesus for the best personalized bellman service.
Puerto Morales itself is a step back in time....in a good way. Much more pleasant than the highly commercialized Cancun.

Stayed: January 2014, traveled with family
4  Thank Will U
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cristóbal G, Online Community Administrator at Grand Residences Riviera Cancun, responded to this reviewResponded January 8, 2014

Dear Guest:

Thank you for taking the time to review your stay with us.

We appreciate your kind words and look forward to welcoming you back soon.

Warm regards.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 1, 2014

BEAUTIFUL campus and facilities and friendly (but totally UNPROFESSIONAL and inexperienced staff) Totally disorganized CIRCUS!!! Nice pool and beach. Marginal or non-existent bedding. ( We called SIX times the first nite just trying to get blankets for our three daughters - they ended up sleeping with BATH TOWELS.) We dealt with non-functioning and/or FLOODING showers and laundry machines. We waited over two hours for COLD room service. Concierge signed us up for a "prix fix" New Year's Dinner that was a total fraud. Cost us almost $2000 US for an icky sub-parlobster dinner (we got some festive hats and 12 grapes each for New Year's wishes?!) DO NOT stay at this hotel or trust that the ' Five Diamond' accreditation means anything!! Service is in line with Motel 6. You will be SORRY if u choose this resort!!!

Room Tip: We stayed in an Oceanfront Villa- Beautiful! Just do NOT expect any service amenities!,,
See more room tips
  • Stayed: January 2014, traveled with family
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6  Thank Terri S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cristóbal G, Online Community Administrator at Grand Residences Riviera Cancun, responded to this reviewResponded January 8, 2014

Dear Guest,

Thank you for taking time to review our resort.

First of all we would like to apologize for the incidents that happened while you were staying with us and caused you so much trouble. We would like you to give us another chance and come back in the near future to stay at Grand Residences, by then I assure you that all the problems you mentioned will be corrected.

Thank you for your understanding and we look forward to your return.

Best Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 28, 2013

My boyfriend and I visited this resort last week for Christmas. The resort is very new (opened Dec 7th I believe) and about 30 min away from Cancun airport. My list of pros/cons below:

Pros:
-extremely new resort super clean rooms and beautiful property
- there were 4 pools including a separate lap pool located away from the other main pools (perfect for exercising)
- great gym
- the food was pretty good- not much variety but the hotel says the menu will change more often once they are opened for awhile
- staff was all very friendly and nice

Cons:
My cons are related to the timeliness and knowledge of the staff which i think should improve once they are opened a few more months and receive more training.
- the staff is completely unaware of what is going on. Some of the staff we spoke to have only worked there for a few days so they were really new and untrained.
- our first night there we wanted to order room service but couldnt find the menu in the room. After calling the front desk, they said they would bring a menu to our room (after calling back 2 more times) they never brought the menu. Eventually we just called the restaurant tell us over the phone what they had and ordered. Our food didn't come until 1.5 hours later (during which we called and they told us the guy delivering our food was "lost"). By the time our food came, it was cold.
- they didn't clean our room the first 2 days and finally i ran into the housekeeping lady and told her specifically to clean our room.
- we booked the airport transportation through the hotel. they told us to book our return trip 2 days before our departure and get a voucher from the hotel. We never received our voucher and when we followed up with the front desk they had no idea what we were talking about and asked us for the info again. Finally on the day we were leaving, the van was 30 minutes late.
- it seems everyone at the hotel doesn't talk to each other and when they dont know how to answer you they keep transferring you to different people. The concierge called us to tell us we can check out at anytime but the day we were leaving, the front desk called to tell us we had to leave at 11 am. when we told them what the concierge said they told us they would call us back. When we never got a call back, we decided to call back and the front desk had no idea what we were talking about. we eventually gave up. suddenly one of the staff came into the room and emptied out our fridge, saying he needed to bring it to a different room.
- our group went deep sea fishing one day and caught a bunch of fresh fish. we asked the restaurant if we could prepare it in their kitchen and the chef said yes and would help us. he took the fish from us and led us into the kitchen where he set up a separate table for us to use. then suddenly the food manager came storming in and yelling (in spanish which we didn't understand) and picked up the phone threatening to call security. he told us to leave immediately and we stepped outside and he got into a heated argument with one of the people in the group. finally the head chef came out to diffuse the situation and offered to cook the fish for us for dinner, which turned out to be delicious. But i wish the manager would have handled the situation differently- in a polite and professional manner.
- we had a $200 a night resort credit but you should know that doesn't include the airport transportation which is $125. I wish they would've told us that sooner.

overall i see potential in the resort i think give it a few more months, and it should be much better.

  • Stayed: December 2013, traveled as a couple
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9  Thank chaulala
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cristóbal G, Online Community Administrator at Grand Residences Riviera Cancun, responded to this reviewResponded December 30, 2013

Dear Guest,

Thank for taking time to post about our resort.

We appreciate your comments derived from your experience during your recent stay at Grand Residences Riviera Cancun and we do find them very helpful. We will analyze the information you provide us and will take corrective actions to insure this won't happen again with any of our customers. On the bright side: we are glad to learn you liked the facilities and that you find our staff to be attentive and helpful.

We hope to see you again soon during your next visit to Mexican Caribbean.

Warm Regards

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 Residences Riviera Cancun

Address: Boulevard El Cid | Unidad 28 Lote 1, Manzana 20 Supermanzana 3, Puerto Morelos 77580, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Morelos
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Spa Hotel in Puerto Morelos
#1 Top resorts Hotel in Puerto Morelos
#1 On the Beach Hotel in Puerto Morelos
#1 Luxury Hotel in Puerto Morelos
Price Range: $248 - $728 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Grand Residences Riviera Cancun 5*
Number of rooms: 103
Official Description (provided by the hotel):
Welcome to a new standard in luxury and beachfront living. Grand Residences is a family-oriented resort on a spectacular beach in the quaint village of Puerto Morelos in the Mexican Caribbean. It has a lovely natural setting, 103 beautifully appointed Junior Suites and Master Suites offering every creature comfort and five-star resort amenities. Some of the two and three-bedroom suites also have access to a private pool, garden or roof terrace with a larger pool. The four-bedroom penthouse suite has a private roof garden and terrace with a pool, whirlpool tub, grill and bar. •Grand Residences is affiliated with The Leading Hotels of the World(R) •Spacious and luxurious Suites and Residences with every creature comfort •World-class activities and amenities •Beautiful beachfront setting •Elegant design inspired by Mexico's great historic haciendas •Gateway to the Riviera Maya, nearby Puerto Morelos is a tranquil fishing village famous for its beaches, coral reef and jungle cenotes (sinkholes). ... more   less 
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Also Known As:
Grand Residences Riviera Cancun Riviera Maya, Mexico - Puerto Morelos

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