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“Customer Service on Another Level”

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Grand Luxxe Riviera Maya
Ranked #2 of 11 Hotels in Playa Paraiso
Certificate of Excellence
Norwalk, Connecticut
1 review
common_n_hotel_reviews_1bd8 6 helpful votes
“Customer Service on Another Level”
Reviewed February 7, 2014

This is probably my 4th time at the Grand Mayan resort in Riviera Maya, and 1st at the Luxxe. I go with my wife and her parents who own property here.

I just want to say that this resort through the years has continued to stand out in terms of customer service. The employees are extremely attentive and pleasant. One employee in particular (Jorge Ahumada Garcia) is a diamond in the rough. Jorge worked the Luxxe pool area and brought a smile to every guest's face. His energy and genuine care for people is rare and should be rewarded. I hope to see him with my family upon my next trip as we had a blast each day at the pool.

  • Stayed January 2014, traveled with family
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Lux1211
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, May 7, 2014
Dear Lux1211 :
Thank you very much for providing your comments about your vacation at Grand Luxxe. We are pleased to learn you had a wonderful vacation, that you enjoyed our food options, you perceived the resort’s cleanliness and took advantage of the promotions available during your stay. We will gladly share your comments with our pool bar’s staff as well. We are certain Jorge will gladly receive your feedback, as all our staff is always looking to meet our guests’ expectations to the fullest.

Comments like yours inspire us to continue creating ideal vacation experiences.

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


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.
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539 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 (192)
Date | Rating
  • Danish first
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English first
Level Contributor
89 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed February 3, 2014

Don't get me wrong - the resort itself is beautiful, the service is great, the people are lovely and you see daily the number of people working to keep the landscaping at its peak. The different areas are spread out (Grand Luxxe, Grand Mayan, etc.)
We stayed in a 2-bedroom unit with a full kitchen and huge sitting/dining area. You have to go off property to reach a grocery store if you want to stock up which makes sense for breakfast for sure.
The one bedroom can operate as a lock-off and so has its own sitting area with a refrigerator. A couple would be comfortable in this for a week. Each has its own balcony.The larger area of the unit has a balcony with a dining table and additional chairs outside along with a plunge pool.
Some comments about the living accommodations - the sitting area has one couch and a chaise lounge with a back only on one end so trying to seat a number of people comfortably in this area was a bit of a head-scratcher. Why not 2 couches? And the plunge pool is pretty useless as it is emptied and re-filled every day - meaning the water is always freezing even in the highest heat.
As the area is earthquake prone the buildings only have 3 floors. Most of the units have a jungle view which has its own beauty, but if you're coming for an ocean view you're most likely out of luck.
The Grand Luxxe pool is located a bit of a walk away from the units. Shuttles are available, but why so far? And the pool area doesn't seem large enough to support the number of Grand Luxxe patrons. We daily saw people searching in vain for chairs around the pool. Go early, claim your chair and come back when you're ready.
The beach was a huge disappointment - you can't use it! Oh there are chairs there, but as the reef is on the beach edge, swimming or even walking into the water is out of the question. And most of the time it's too hot to sit on the beach for a long time. There are rumors of a beach redo, but they've been swirling around for years, so I'll believe it when I see it.
There are a number of restaurants on the property, some better than others. I have found that Mexican chefs have trouble with Italian food and this was true here too. Tramonto's food is OK, not great although they do have a nice prime rib night. Gong's food was good, not exemplary - the one in Nuevo Vallarta was better. And the Del Lago breakfast buffet? Wide variety, but overpriced. Everything seemed not quite right. The fruit wasn't ripe, you had to ask for bacon - and ask again, 3 slices at a time, etc. Avoid Balche.
The best restaurants in my opinion: The Burger Custom Made, BlueFIsh (great fish and shrimp tacos!), Havanna Moon and Brio's smoothies.
It is a lovely warm sunny place to relax in the middle of a brutal winter, but to get a higher rating it really needs the beach, a larger pool and better food.

Room Tip: If you want an ocean view ask for a 3rd floor room
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  • Stayed January 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank welcomehomeworld
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bloomfield Hills, Michigan
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed January 25, 2014

Our whole family (Me, Wife, 15 yr old son, 10 yr old daughter) stayed here last April during the kids' spring break, booked through interval international and absolutely loved it (we have a place at the Marriott Grand Residence in Lake Tahoe). The accommodations were essentially the equivalent of a small house, and very, very luxurious. The kids had their own bedroom,bathroom and living room with TV, the kitchen, dining area, and main living room were in the middle and then a nice master bedroom with an expansive bathroom. The patio has a cooling pool or wading pool with nice furniture, we had a garden view. The resort is on the same property as two others run by the same company (The Grand Mayan, and one other). If you're at the Grand Luxxe, they give you access to all pools and all areas. Grand Luxxe does have it's own private pool area which is quieter than the main pool area. All of the pools here are nice. If you're at the main pool, and you want a cabana or shaded area, get there early or make a reservation for the cabana in advance. There's plenty to do for both adults and kids here, and it keeps everyone happy. The staff here are very helpful and friendly. As far as restaurants go, they're decent, but you need to make your reservations ahead of time, preferably plan ahead by a day or two (at least if you're down there during spring break because last minute won't cut it during peak season). The room service and maid service are fantastic. We loved this place and would definitely return and recommend to others.

  • Stayed April 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Ed G
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, May 7, 2014
Dear DownhillZenMaster :

We are grateful for your taking the time to write a review about your experience while staying at Grand Luxxe. We are so glad you had a wonderful vacation with you family enjoying our accommodations, restaurants, activities and facilities.

We take great pride in creating incredible vacations and after receiving your remarks, it is great to confirm we have succeeded in doing so for you.

We look forward to welcoming you back and continue making your stays memorable!


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.
Vancouver, Canada
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed January 24, 2014

We have used DREAMART PHOTOGRAPHY to take some family photos while staying at Mayan Palace in January 2014. The photo shoot was just fantastic. My 4year old daughter loved! The photographer are very professional make you feel so relax. The results are fantastic pictures that give you WOW moment every time you look at them. Thank you DREAMART PHOTOGRAPHY for keeping our memories from Mexico forever. The pictures are the best souvenirs you can get.

  • Stayed January 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Monika 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, May 7, 2014
Dear Monika D :

Thank you so much for commenting about your stay at Grand Luxxe. We really thank you for your kind comment about the staff and the service they provide. We will gladly share your feedback with the Dream art staff, as working to anticipate and exceed your every need is very important to us.

Comments like yours inspire us to continue creating ideal vacation experiences.

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


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.
Calgary, Canada
Level Contributor
12 reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed January 3, 2014

We stayed at the Grand Luxxe over Christmas and had a wonderful time! We traveled as a family of four (my husband and 2 teenage boys). We stayed in a 2 bedroom unit and were amazed at the cleanliness, the beautiful deck with plunge pool and to top it off, we were given a pillow menu which wasn't necessary as the pillows were super comfy! We loved the solace we experienced in our building! We ran into very few people, heard virtually no noise at night and no partying in the hallways! Thank you Grand Luxxe! I used the laundry facilities quite often and never ran into a problem with others leaving their laundry in the washing machines. The concierge service was exceptional with Maria, whom we adored, serving coffee and cookies every day and the individuals working the front desks helping us with excursion info or other inquiries whenever we requested it. My sons really liked the fact that the room keys are programmed into the wrist bands so we never worried about losing our keys! The units have blenders, toasters and coffee makers. The restaurant prices are very steep which was a little shocking at times. With that being said, the meals at Tramonto were terrific and Angel (our waiter) was the best! Thank you Angel! Expect a line up for early am workouts at the gym located in Brio. Very Crowded! Late afternoon workouts or aerobics in the pool are best! Thank you to all of the staff at Grand Luxxe for being so wonderful and accommodating each of our needs! We will be back in March!

  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank calgon1
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, May 7, 2014
Dear calgon1 :

We are grateful for your taking the time to write a review about your experience while staying at Grand Luxxe. We are so glad you had a good time with your family enjoying our accommodations, restaurants, activities, facilities and thank you for the kind comment about our staff, as they always look to exceed all our guests’ expectations. We are certain Maria and Angel will gladly receive your feedback.

We appreciate your preference to stay with us during such a special time of the year, and we are glad even Santa helped in making it memorable.

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

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.
San Jose, CA, USA
Level Contributor
86 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 94 helpful votes
Reviewed January 2, 2014

We are Grand Luxxe owners and as such, we love our Grand Luxxe status, units and service. We had no problem with the services. The daily maid service was great. She even washed our dirty dishes. We loved the Burger Custom Made. I am still mouth watering with the Le Quack burger. But I had one big complain. When we checked out, we found an item labeled "misc" of almost 800 peso so we asked what it was. We were told that it was for the amenity we used. I said, "What?" The concierge told us that if we used up our shampoo, bath gel. ... and such, the maid will replenish with no extra cost but if we took the unused amenity and they have to replenish, we were charged. I argued with her. When we stayed at a five star hotel like the Four Seasons, the amenity were replenished everyday without charge. Our room rate included that. So I told my husband to return those items to them so we didn't have to pay the extra charge. But we are not happy about that. We will write to management that they shouldn't nickel and dimed people. If they charge people for taking their nice amenity without actually using them, they should have a note card stating that, just like the card on the bottle water indicating that they will charge the bottle when use. Dear Vida management, I hope you are reading this. That was not legal when you did. Other than that, we loved the place. We will be back.

Room Tip: Since properties close to the ocean are not allowed to be built high because of the hurricane, most...
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  • Stayed December 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank alang-alang
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed December 28, 2013 via mobile

We had a fantastic time. This is our 3rd trip here and the service and food have improved dramatically. I would recommend doing a photo session, as well. Our photographer, Chetan, had a great eye and we now have some beautiful photos to remember the trip.

Stayed December 2013
Helpful?
1 Thank Matt d
This review is the subjective opinion of a TripAdvisor member 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 On the Beach Hotel in Playa Paraiso
#2 Romantic Hotel in Playa Paraiso
#2 Top resorts 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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