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Grand Palladium Colonial Resort & Spa
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Reviewed July 21, 2013

We stayed at this hotel in 2011, and after an upsetting experience of theft from our room safe, and an afternoon at the police station submitting our report to the holiday police, we came to an agreement with the hotel management and returned for a week at the beginning of June this year. Holiday started off well with our flight from Manchester cancelled for 24 hrs. We finally arrive tired, and not very happy that the desk had not been given our telephone message re plane cancelled and that we would be a day late, and only when we asked to speak to some of the Managers we had been liasing with did the attitude change, we were then very happy to have had our accommodation upgraded.
Following morning a very upsetting incident occurred at the pool, when a lady took critically ill in the water.
Following this incident, myself and another lady went to visit the manager (Alberto) with our concerns. The outstanding ones were:

1. the emergency equipment had not been checked and the oxygen cylinder was empty.
2.the lack of pool signage indicating the depth of pool when in the water,
3. no sign indicating the last step into the water which dropped to over 5ft. -
4. no means of identification of any residents, although every resident is issued with a coloured wristband when signing in, these have a useless number on the reverse.
We asked for:
1. All emergency equipment should be checked and signed for every week and after any training or other incidents when equipent was used, this would avoid the problem of emergency equipment not being available when urgently required.
2. Visable markings as suggested inside pool.
3. Wristbands should have the room number on the reverse side, which can be relayed back to the office who would then be able to identify the total party who is currently in that room from their computer records and passport photos. (identification of the lady who was unaccompanied at the time of the incident, was impossible, until we identified a gent (who did not speak English) and looked to be looking for someone, and requested a lifeguard to take him to Reception as his wife had by then been taken to hospital.

It would be very nice if somebody could confirm that any of these ideas had been taken up and were in practice.

Serious accidents/incidents can happen to anybody at any time these suggestions may help anybody who holidays at this or any other hotel.

Another suggestion, due to its jungle setting and location, and the big problem with mosquitos all rooms should be fitted with mosqito plugs, we brought our own but there were insufficient sockets to plug any items in so our mosquito plugs could not be used.
Despite the above incident, we thoroughly enjoyed our second stay at this hotel, with no further untoward incidents.
Thankyou once again Banessa for your help and assistance.

BUT YOUR PILLOWS ARE LIKE BRICKS AND BETTER ONES SHOULD NOT BE CHARGED FOR.

Room Tip: Request a room near to amenities, if you ask the concierge guys at the front of the lobby they usually get on the phone and will request and tell you when the trolley bus will be due. Some will actually take you direct to your villa block, you just need to get the right one
  • Stayed: June 2013, traveled as a couple
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5  Thank ebnursey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ColonialKantenah, Manager at Grand Palladium Colonial Resort & Spa, responded to this reviewResponded July 23, 2013

Dear ebnursey,

First and foremost, we would like to thank you for your nice comments and for taking the time to explain your second experience in our resort. . It is very important for us the feedback from our visitors and we really take it into consideration, therefore, we are already working reinforcing the opportunity areas you pointed out. I’m glad to know that you enjoyed your holidays with us.

Thank you again and we look forward for your next visit, and please, do not hesitate to contact us for any request or further comment.

Kindest regards,

Alejandro Martin
Assistant Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 21, 2013

We stayed at the Grand Palladium for our Honeymoon during the first 2 weeks in July. I constantly read reviews in the build up to booking and once I had booked to make sure it would be worth it. I can safely say we were not disappointed with the place at all. Main disappointment was the weather but travelling in the rainy season we had to expect some rain but the first day we arrived there was a major thunderstorm which was typical for us as rain seems to follow us everywhere!
I will be as honest as possible during this review so you have an idea of what to expect. First of all the flight from the UK with Thomson has nothing to do with the hotel is horrendous and the in flight meal is no better but that's just a side note for UK travellers. Its the largest resort I have ever been to before and its basically 4 hotels into 1- colonial, kantenah, white sands and the Riviera. We had originally booked a standard room in the colonial side but upon arrival we were happily upgraded to a junior suite in the kantenah room 5010 and judging by what ive heard these rooms have just all been renovated and they look top notch with a king size bed and a flat screen tv. Tv only comes in handy on rainy days or when you are getting ready to go out on an evening- our ritual was drinking a sol whilst getting ready and watching Friends on the warner bros channel.

The main pool is huge but even though it is sometimes it could be a struggle depending on time of day to get a sun lounger. The only bad thing about sunbathing around the pool is the lack of a breeze and how busy it can be. We usually spent the late afternoon around the pool when the sun had moved around the other side of the hotel. Most mornings we would spend it on the amazing beach. Great sand and very clear water along with lots of fish. There are signs about stingrays but we never saw any. One day we did travel up to the saltwater pool but its quite far away from the kantenah so try not to forget anything! Lots of fish and crabs to look at up at this rocky pool.

The food- this is the part I cant understand with some reviews I have read about saying there isn't much variety etc but quite literally on a breakfast buffet in La Hacienda or Tikal there is everything you could need for a breakfast: cereal,toast,continental style with ham and cheese, bacon, sausages, every type of egg possible (scrambled,poached,fried, boiled and even omelettes), hash browns, Panini's, pancakes and even champagne if u fancy getting on it early!
The lunch buffets have huge variety too but we were not fussed after a big breakfast.
The a la carte restaurants are amazing with Rodizio(Brazilian), Portofino(Italian), El Dorado(steakhouse), La Adelita (Mexican) and Ribs & More(American) my favourite being Rodizio which is basically as much meat as u can eat. My wife preferred the Mexican though. After 7pm you may have to wait for a table but they give you a buzzer and you can easily just go sit in the bar for a drink or 2 and usually you don't wait too long. We never got a chance to go to the Japanese as for a show table you have to book 24 hours in advance first thing in the morning but I never fancied waiting in a long queue when I have just woken up. We did go along to the Honeymoon Dinner meal that was provided which was full of about 50 couples celebrating too. It was nice but a bit too much seafood for my liking.

Bars/Drink- Draught Sol is the best thing ever. Beer always tastes better on holiday anyway but this is amazing and not watered down. Champagne is included too which I took full advantage of! Cocktail list is amazing though, my wife and the other couples we met loved these. Tequila is the drink of choice over here though and the staff love to offer it. We tried a few bars such as hemingways, Churchill, Riviera lobby and the sports bar but the best was the colonial lobby with the best staff we met all holiday- Valentin, Santiago and Luis work very hard and deserve all the tips and praise they get plus their main job is to make sure you have a good time and get drunk. We normally had a great spot at that bar to sit and watch the show in the theatre and then listen to the band on afterwards. The beach bar is open all night but only serves beer after 1-2am, still serves food though! Few raccoons patrol this area though looking for food! The swim up pool bar was well run by Pedro- he works very hard even on July 4th when the young americans decided to sit there for ages and shout at him for tequila and then scream a bit more, I cant imagine how bad spring break would be here for this but usually the americans got on with the English and the others just a few of them who cant handle their drink who give them a bad reputation.

Towel cards are provided and fresh towels can be exchanged at any point which is great service. Fresh towels in the rooms are normally provided if you follow the simple rules and don't hang them back up. We never got any of the famous towel art though from our cleaners which was a slight disappointment.

Trips/Excursions- We booked 3 with first choice/Thomson, Chichen Itza, Swimming with Dolphins and Coco Bongo's. Chichen Itza is a long day but swimming in the cenote is the highlight of it. Swimming with dolphins was the highlight of the holiday as it was breathtaking, we also got to explore the rest of Xel-ha which included the very fun cliff diving! Coco Bongo's was the maddest night club ever and we are glad we did the VIP Thomson Thursday night trip as was so much fun. The bar crawl we wanted to go on was full but this worked out better as meant we got to see the full show in coco bongo's.
We travelled on the very simple/cheap collective to Akumal and Tullum on different days. Tullum has an amazing beach and has the old mayan ruins which is worth a look at but you do not need to book an excursion as so easy to do it yourself. Akumal was breathtaking as we got to go snorkelling with the sea turtles in their natural environment and they are so laid back they barely notice you.

All in all I loved Mexico and the Mexican people. Its a beautiful country and worth the trip and the people are so friendly. We would definitely come back but perhaps not in the rainy season next time to hopefully get a bit more sun. We may look at Grand Palladium again as it was amazing but we do like to try different places. Don't believe the bad reviews though it is an amazing place and we had a fantastic honeymoon. Thank you Grand Palladium.

Room Tip: Villa 50 is close to the main pool and beach and a short walk to the lobbies
  • Stayed: July 2013, traveled as a couple
    • Value
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2  Thank D1985
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ColonialKantenah, Manager at Grand Palladium Colonial Resort & Spa, responded to this reviewResponded July 25, 2013

Dear D1985,

First and foremost, thank you very much for your excellent comments and for such a detailed explanation about your last holidays with us, and for the tips you gave to other travelers. It is a real pleasure to realize that our effort is rewarded creating nice experiences to our guests, and I will transmit your greetings to our staff.

Thanks again and if you decide to visit us again and for any further comments please, do not hesitate to contact us.

Kindest regards,

Alejandro Martin
Assistant Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 19, 2013

Got to say after reading the reviews that have been put up on here I was a little worried before we went but there was no need. We have just got back from a 2 week honeymoon at the resort and loved it we will defiantly be back.

When we first arrived at the resort we was given a upgrade due to it being our honeymoon, the front desk staff are very helpful, they may be a little abrupt but i think that is just the way the translation comes across and the fact they must have to deal with so many people all day.

our room was lovely and clean the whole time we was there and the mini fridge was restocked most days (there was a couple of days it was missed but didn't matter as there was enough to keep us going) on the first morning there was no hot water to shower but was sorted by the resort by midday.

The pools are lovely, very deep but lovely and clean there is even people in the pool scrubbing the sides during the day, on really sunny days make sure you get your sunbed early as can get quite full and if you want to sit in a certain place then best get there early. also if you don't want to get disturbed by people feeding the wildlife (even though there is signs saying don't feed) don't sit next to the buffet entrance as we had to move because this happened to us and there was loads of them.

The restaurants are really good we didn't go to all of them and my husband isnt a lover of seafood, we tried the steak house, ribs and more, brailzilian, italian, mexician and ate at the beach bar a couple of times, these are all good and will do anything for you. You can get food at any time of the day and night if you want it, the buffets for breakfast and lunch are really good as they change every day but do get there early or expect to wait and queue for freshly cooked food. Don't expect to not put on weight while you are there.

the resort it self is spotless all they seem to do is clean. I don't know how anyone can say this place is dirty they scrub everything. the only thing that i could see that made it dirty was the people staying at the resort not washing there hands after the toilet(not down to the resort).
There is a lot of walking through the forest to and from your room and beach but all the food you will be eating, you need to walk it off.

We did go out of the resort which is quite easy to do on the collectivos and are very cheap as it did rain quite a lot while we was there but again the staff work so hard the keep everything still running smoothly when it did rain. We also went to coco bongos with First choice which is an amazing disco and show highly recommend it to anyone to go and see it.

Just remember your on mexican time. nothing is done in a hurry but then again you don't need to get anywhere so why rush.

Tip: We did get an upset stomach a couple of times but if you speak to the pharmacy before going they can give you stuff to take (it didn't make a difference to our honeymoon as we was expecting it).
There is loads of mosquitos so do take loads of spray and cream, I took them from England as the ones over there didn't seem to work on me.

  • Stayed: July 2013, traveled as a couple
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2  Thank Gemma C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ColonialKantenah, Manager at Grand Palladium Colonial Resort & Spa, responded to this reviewResponded July 23, 2013

Dear Gemma C,

We greatly appreciate your feedback and clear explanation of your holidays here - knowing what our guests expect and the perceived value they receive is something we always try to focus on, so we can do our best to make sure that every guest has a great experience here.

Thank you for your comments and please, do not hesitate to contact us for any further matter.

Best regards,

Alejandro Martin
Assistant Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 19, 2013

Just returned from the Grand Palladium Colonial Resort in the Riviera Maya. I had read lots of the reviews before booking and was sure that this was just the resort to spend a relaxing and enjoyable holiday. In reality the resort exceeded my expectations. The resort is made up of 4 hotels all situated in a jungle with plenty of animals and reptiles wandering around. The use of the facilities in all 4 hotels is on offer to all guests whichever hotel you stay in. The resort is very big and it is quite easy to get lost on first arriving. If it is too hot for you to walk then take advantage of the train which travels around the resort and there are plenty of covered bus stops to use while waiting for it to arrive. The resort is very well maintained and extremely clean.
The staff are very friendly always smiling and happy to help. A particular thanks to Valentino & Santiago at the Colonial bar and also Carlos at the Secret pool bar. The choice of food and restaurants was second to none. All the food served is of a high quality, the al a carte restaurants were particularly good. Get up early and queue to book the Japanese show table, you won't be disappointed but you will kick yourself if you do not take advantage of the experience.
It was great to have the choice of where we wanted to spend our days. If you are looking for entertainment then head for either the beach or main pool where there was plenty of activities on offer. Or if you want to experience the sea without the beach then head for the salt water pool. Take care though the area is a real sun trap so make sure to use plenty of sun protector. If you are looking for peace and quiet then head for the Secret pool which is an adult only pool. Alternatively if you are looking for a bit of ME time then the Spa is just the place to while away the hours.
Every evening the resort provides entertainment in both the Colonial and Riviera theatres, don't miss the Rock show, it is fantastic.
Although you will not require a lot of cash unless you are planning to go on excursions, don't forget it is customary to give the waiters etc tips and I would advise anyone travelling from the UK to take both Mexican pesos and US dollars, particularly 1 dollar bills for tips.
Don't restrict your stay to just the hotel make use of the Local buses all air conditioned and reasonably priced and head for the local town of Playa Del Carman, plenty of shops, bars and restaurants. Or go along to Akumal beach where the snorkelling is well worth a try. It is also easy enough to reach the ruins in Tulum. It would be a shame not to visit them whilst staying in the area.
One thing to bear in mind when choosing this resort is that due to its location in the jungle there are large numbers of Mosquitos. So it is advisable to make sure that you have plenty of good quality mosquito sprays, you will definitely need them and it would also be a good idea to take anti histamine tablets with you.
Without a doubt I can say that I will definitely stay at this resort again.

  • Stayed: June 2013, traveled as a couple
    • Value
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8  Thank joshuahenry
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ColonialKantenah, Manager at Grand Palladium Colonial Resort & Spa, responded to this reviewResponded July 21, 2013

Dear joshuahenry,

I would like to thank you for your comments about your stay in our hotel and especially about our staff. For us is very important to know the opinion of our visitors, as our goal is to make our guests feel in their home away home, and to exceed their expectations, and we are happy to have achieved our aspiration.

Thank you again and please, don't hesitate to contact with us if you decide to come back or for any further comment.

Sincerely,

Alejandro Martin
Assistant Manager

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Reviewed July 18, 2013

My family and I stayed at the Grand Palladium Colonial Resort after several recommendations from people that we know. They mentioned that the resort was big, but never in my wildest dreams did I realize that it's actually HUGE. The first day in and I had blisters from the amount of walking you have to do. The resort is 3 or 4 resorts lumped into one and everything is a long walk. By the time we walked from our room to any of the restaurants or pool, we were dripping with sweat. There are too many restaurants to count and we ended up eating at few a couple of times because it was too difficult to find some of the restaurants. The steakhouse in the Colonial lobby was excellent and so was the "ribs and more" place. The buffet is typical of resorts and was just ok. There are two shows a night and some of them were pretty good. The Disney show was great for the kids and the adults enjoyed the rock show. There are "trains" that will take you between resorts but you often have to wait since they fill quickly and most of the time we just decided to walk. The beach was beautiful but was not very wide giving a greater sense of crowding. The water was clear and beautiful. The staff in the restaurants was pretty good and we felt we were taken care of. Our cleaning person spoke NO english at all and this was a little difficult when requesting items. If you like a wash towel for your shower then you should probably take a few of your own since we managed to only get one on two days. I have heard that if you don't tip the cleaning people daily they "forget" to leave clean towels. The rooms were clean and comfortable, but the beds and pillows are very hard. The building we stayed in was three floors and no elevators so if you are handicapped or just wish to carry your luggage to the 3rd floor, you may wish to make a point of this upon booking. We were certainly not disappointed with the resort in general. The good most certainly outweighed the bad....just remember to pack some comfortable shoes!

  • Stayed: July 2013, traveled with family
    • Value
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2  Thank BeachDreams713
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ColonialKantenah, Manager at Grand Palladium Colonial Resort & Spa, responded to this reviewResponded July 19, 2013

Dear BeachDreams713,

First and foremost, I would like to thank you for your nice comments about your stay in Grand Palladium. All the comments help us to improve our services day by day and we take them very seriously in order to make to our visitor’s holidays an enchanting experience.

Concerning the requests for extra towels or amenities to the room, I just would like to explain that our front desk staff would be glad to arrange it for you with just a phone call from your room.

Please, if you decide to come back again and you need any information, do not hesitate to contact us.

Best regards,

Alejandro Martin
Assistant Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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