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“Luxurious but cold, inconvenient & deceptive”

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Grand Luxxe Riviera Maya
Ranked #2 of 11 Hotels in Playa Paraiso
Certificate of Excellence
Temepreance
Level Contributor
43 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
“Luxurious but cold, inconvenient & deceptive”
Reviewed October 2, 2013 via mobile

We stayed there for one week between 14 & 21 September as an exchange for our time-share. Our suite was luxurious, the service was super by a very helpful & friendly staff but unfortunately our stay was horrible. To start, we were pressured to attend a high pressure time-share pitch that lasted well over 5 hrs and being handed from one salesperson to another (total of 5) each misrepresenting their identity. Our suite which was on the first floor faced a wall of jungle, no sky no sun suffocating. Going any where in the resort required a shuttle for which you waited & waited. The resort had a concession selling grocery and other items whose price was 5-10 time the Mexican market price. Going to playa del Carmen again needed an expensive taxi ride or again an overpriced and infrequent shuttle. We felt totally trapped. The topper was stealing my wife's iPhone from her beach bag. Never again will we go there.

Stayed September 2013, traveled as a couple
Helpful?
12 Thank MedA48000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Socialmediamanager1, Manager at Grand Luxxe Riviera Maya, responded to this review, January 9, 2014
Dear MedhatGA A :

Thank you for taking the time to provide us your feedback about your recent stay at Grand Luxxe. We are delighted to find out that our staff’s service was excellent, as this is what we strive for every day.

For that reason, we are shocked to learn about the inconveniences experienced during your visit, as we are always looking to surpass our clients’ expectations of genuine luxury vacations. Nonetheless, this will be addressed by the appropriate areas, as it helps us continue providing outstanding facilities and services. We would like to point out as well that our prices are competitive compared to other luxury resorts.

Your feedback is very important to us.

Best regards,
Grand Luxxe Riviera Maya Management.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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552 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (194)
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UK
Level Contributor
10 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed September 30, 2013

Just returned home yesterday from a fantastic week at this superb resort - we didn't want to leave! Resort grounds are excellently taken care off, the staff go out of their way to ensure you have the best treatment and the most amazing vacation. Special mention to the housekeeping, shuttle drivers and head porter who showed us to our apartment - cannot thank you enough. The restaurants are varied and simply delicious..... Dedicated pool area but able to access all other pools across the resort. It was quiet season but the service level remained excellent.
The beach is rocky but we were prepared for this having read other reviews. I understand the resort will be addressing this in due course. It would be nice to be able to walk between the various sites a little more instead of using the shuttle service (even though it was a pleasant ride). Towel service should be available from every pool after 5pm instead of having to journey to the Grand Mayan pool. PRC sales meeting - very pressured with person after person trying to get you to change your mind to buy. We were there for 5 hours! Avoid unless you want to buy there. Other than that, it was the perfect setting for a stunning week and would definitely return.

  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
1 Thank JennaLondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Socialmediamanager1, Manager at Grand Luxxe Riviera Maya, responded to this review, January 9, 2014
DearJennaLondon :
Thank you for providing your comments about your vacation at Grand Luxxe. We are delighted to find out that all our staff was welcoming and pleasant, as this is what we strive for every day. We are also happy to learn you enjoyedour restaurants.

We always like to hear about our guests’ experiences since it is the only way to truly know we are doing a great job to making your stay enjoyable. We constantly strive to achieve the utmost level of satisfactionand your feedback is very useful to us. It will for sure be taken in consideration.

We look forward to having you and your loved ones as guests again!

Warm regards,
Grand Luxxe Riviera Maya Management.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
California, United States
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed September 16, 2013

Beautiful resort! EXCELLENT service! You are treated like royalty at this resort! had so many amazing opportunities while staying here. This resort goes above and beyond to make your stay perfect. from turtle releases during the season, to dream art photography which is a free photoshoot they offer to all guests (request Alex) you will enjoy this location! It's safe, the food was amazing, the grounds were immaculate and the rooms were so comfortable (they even have a pillow menu that you can pick a different type of pillow if you so desire)...

Lots of pools (but the grand luxxe has its own private pool and restaurant)


Fernando The Mexican tour travel concierge is sooooo knowledgeable and helpful to book your tours!!! Every single recommendation was a great experience!!

beach is rocky so walk either right or left down the beach to the other hotels OR pay a taxi to go to maroma beach just down the road

TAKE advantage of dream art photography!!! request Alex, it is a free 1 hour photo shoot ( get the family Christmas cards!!!) you pay for the photo package if you want to purchase any pictures

Room Tip: request a room on the third floor, the first and second are only looking at the trees (still beautif...
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Heather L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Socialmediamanager1, Manager at Grand Luxxe Riviera Maya, responded to this review, January 9, 2014
Dear Heather L :
We are glad you have decided to post a review as it helpful to further enrich our performance and give other travelers a better idea of what to expect.

We really thank you for your kind comment about our staff, as we consider them one of our biggest assets. We are also happy to learn that you enjoyed the facilities and accommodations.Comments like yours enable our continued pursuit of improvement for perfection on our daily performance.

We truly look forward to serving you again in the near future!

Happily,
Grand Luxxe Riviera Maya Management.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Charlotte, North Carolina, United States
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed September 16, 2013

In order to go anywhere from the hotel you have to take a golf cart shuttle. Pick up times are every fifteen minutes. There are only one set of hot tubs at the resort and they were broken the whole week that we were there. If you want to leave the resort and it's not scheduled by the front desk then they give you a hard time getting out of the gate because they want you to use their services. I will say the rooms were very nice, but because of how long it took to get everywhere I would not return. The food was expensive and not very good. Basically no gluten free or vegetarian options.

Room Tip: Choose something above the third floor to have a good view otherwise you'll just see tree trunks...
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Kelly F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Socialmediamanager1, Manager at Grand Luxxe Riviera Maya, responded to this review, January 9, 2014
Dear Kelly F:

We truly appreciate the time you have taken to share with us your impression about your stay at Grand Luxxe. We are happy to learn that you liked our accommodations.

Rest assured that your feedback will be taken into consideration as it helps us improve our facilities and services. We are constantly striving to achieve the highest level of guest satisfaction and this is very useful to us.
Lastly, we would like to point out that our culinary experts are always looking to please our guests with their creations, and if you decide to visit us ever again, we invite you to let your concierge know about your dietary needs as we are certain our chefs will be happy to provide you options.

We hope you allow us to make your next stay an unforgettable one.

Sincerely,
Grand Luxxe Riviera Maya Management.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Denver
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed September 15, 2013

This place was beautiful, clean and the staff were so nice. I was a little concerned about the shuttle service taking us all over, but hey, we were on vacation. We had the time. We never waited very long so this made it manageable. I would hate to be there in high season though with all the crowds. We enjoyed the restaurants. I do have to say, the Grand Luxxe rooms and pool were much nicer than the rest of the resort. The beach is nice but not very swimmable. We did walk down further to take a plunge in the ocean without having to tackle big rocks. Rumor has it that the resort is going to blast the rocks on the beach and bring in more sand. I cant imagine what this will do to the eco system....We did have a car so we did get out of the resort. This place is just a great place to hang and relax. Not a lot of culture going on. Very little night life. I did enjoy the Havana Moon show. I did get roped into the breakfast with the intent that I was going to a "Disclosure meeting on Interval International and all the new changes with the class action lawsuit." Well, it is just a ploy to sell you a timeshare. Thankfully, 3 hours later we got out of there. Don't waste your time unless you really want to buy there. Taking out the timeshare breakfast 3 hour dilemma, we had a fantastic time.

Room Tip: Building number 1 is the best. There are no ocean view rooms. I did have an opportunity to look at...
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  • Stayed August 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank AmedeoDenver
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Socialmediamanager1, Manager at Grand Luxxe Riviera Maya, responded to this review, January 9, 2014
Dear AmedeoDenver :

We are grateful for your taking the time to write a review about your experience while staying at Grand Luxxe. We really thank you for your kind comment about our staff, as we consider them one of our biggest assets.We are always happy to learn our guests have a fantastic time with us!

At Grand Luxxe we are always looking to surpass our clients’ expectations of genuine luxury hospitality by providing outstanding locations and service excellence.

We hope to welcome you back in the future; it will be our pleasure to have you as a guest again!

Happily,
Grand Luxxe Riviera Maya Management.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Philadelphia
Level Contributor
137 reviews
43 hotel reviews
common_n_hotel_reviews_1bd8 93 helpful votes
Reviewed September 14, 2013

Just stayed in bldg#1 at the Grand Luxxe - what a treat. The resort is large and yes you do travel around via golf cart but we were fine with that. The carts come by often and the drivers are extremely friendly and professional. The GL is full of top notch service and amenities. The rooms, we had a studio and it was like a suite - separate bedroom, living room with 2nd tv, small fridge/coffee maker area, and a huge high end bathroom. Our suite was clean and the whole resort is spotless and they are constantly cleaning, sweeping, wiping, trimming the greenery - it is beautiful all around. Staying at the Grand Luxxe is very special as they have their own pool and awesome Burger restaurant that only the GL guests can visit - Niane and Juan were fab. We ate at al the restaurants and enjoyed them all - favs were the Italian place (Tramonta), Gong and Havana Moon. Prices were in line and service and quality exceeded our expectations. The gym and Spa Brio are top notch too - new equipment, clean, view of the water and plenty of stations. The Spa was amazing - best I've ever been too, and I've visited many in US and outside the US. Besides the private pool for GL guests, there are 4 other beautiful pools, very large and comfortable, all chairs are padded with clean cushions and plenty of towles and pool/bar service comes to your chair at the pool or beach. The rocks at the beach didn't both us, we walked around them or up to the other beach about 10 minutes north.

We chose not to attend the Time Share presentation that many comment on previously, although they tried at check in to sign us up and then called our room at least 4 times throughout the week to inquire, they left 1 message and we didn't answer the other times. One call came at 7:30 am, that wasn't cool. We heard from other guests that the same experience - they promise a 45 minutes presentation and most ended up being 3 or 4.5 hours - high pressure, aggressive sales. It seems to be common knowledge and plenty of comments in Trip advisor, you would think they would change their approach. For that reason, we will not buy there at all.

Everyone we met was friendly, sincere and you can tell they care about their brand and service level. It rained 6 of the 7 days we were there, that was the only downside. I'd highly recommend the GL or the other properties in the Grand Mayan/Palace resorts.

Room Tip: we stayed on the ground floor - I would ask for the 2nd or 3rd level as our room was a little musty...
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank amsandbeach
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Socialmediamanager1, Manager at Grand Luxxe Riviera Maya, responded to this review, January 9, 2014
Dear amsandbeach:
We truly appreciate the time you have taken to share with us your impression about your stay at Grand Luxxe. We are so glad you enjoyed our amenities, facilities, restaurants and our staff’s service. They work tirelessly - day and night, to make our guests’ visits the most comfortable experience ever.

Your comments are always welcomed. We will take note of your observations so that we can continue providing all our guests outstanding locations and service excellence.

We hope you visit our resort again so you can truly see what we are all about and you get to enjoy beautiful sunny days in our private oasis!

Best wishes,
Grand Luxxe Riviera Maya Management.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Houston, Texas
Level Contributor
62 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed September 14, 2013

This is really an amazing property. The Grand Luxxe shares the property with the Grand Mayan. Because this property is so spread out, they provide employee driven golf carts to take you where you want to go. The max time we waited for a ride was maybe 5 minutes. There are numerous pools & restaurants to choose from. The views from every part of the property is really beautiful. The staff is incredibly polite & helpful & the food was excellent everywhere we ate. The rooms are huge & really nicely done. This is probably the cleanest room I've ever stayed in in Mexico. This is a very pricey resort so don't expect this to be a cheap vacation. The drinks are very expensive so take advantage of happy hour! Be sure to bring water shoes since the beach access is fairly rocky. We really enjoyed the beach & pool areas. There are washer & dryers on each floor & they are free. They charge a deposit but return it after you return the cards. They also supply the detergent.

Room Tip: All the rooms seemed to have the same views. Forrest views. Lush, tropical foliage. Our room was on...
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  • Stayed September 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Christine D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Socialmediamanager1, Manager at Grand Luxxe Riviera Maya, responded to this review, January 9, 2014
Dear Christine D :

Thank you so much for commenting about your stay at Grand Luxxe. We are glad you enjoyed our facilities, accommodations and we are grateful for your kind words about our overall staff’s service, as we consider them one of our biggest assets.

Our goal is to make each one of our guests’ vacations relaxing and we look to please them by making sure they receive all the benefits they are expecting to enjoy during their vacation. We would like to point out as well that our prices are competitive compared to other luxury resorts.
It will be our pleasure to have you as a guest again!

Warm regards,
Grand Luxxe Riviera Maya Management.
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 Luxxe Riviera Maya

Property: Grand Luxxe Riviera Maya
Address: Calle Carretera Federal Km 48, Playa Paraiso, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen > Playa Paraiso
Amenities:
Beach Fitness Center with Gym / Workout Room Children Activities (Kid / Family Friendly) Kitchenette Room Service Shuttle Bus service Spa Airport Transportation
Hotel Style:
#1 Spa Hotel in Playa Paraiso
#2 Top resorts Hotel in Playa Paraiso
#2 On the Beach Hotel in Playa Paraiso
#2 Romantic Hotel in Playa Paraiso
#3 Family Hotel in Playa Paraiso
Number of rooms: 6
Also Known As:
Grand Luxxe Riviera Maya Playa Paraiso, Mexico

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