Villa Master Suite Plunge Pool Ocean Front | Terrace/patio
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Reviews of The Villas Cancun by Grand Park Royal - All Inclusive

4 out of 5
The Villas Cancun by Grand Park Royal - All Inclusive
Boulevard Kukulcan KM 10.5, Cancun, QROO

Reviews

8.4

Very good

Rating 10 - Excellent. 145 out of 259 reviews" "
Rating 8 - Good. 57 out of 259 reviews" "
Rating 6 - Okay. 27 out of 259 reviews" "
Rating 4 - Poor. 13 out of 259 reviews" "
Rating 2 - Terrible. 17 out of 259 reviews" "

9.0/10

Cleanliness

8.8/10

Staff & service

8.0/10

Amenities

8.8/10

Property conditions & facilities

9.0/10

Eco-friendliness

Reviews

10/10 Excellent

Lawrence, Dayton

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We booked this last minute for a getaway. We were lucky that our villa deck was right on the beach. Great staff and food choices.
Stayed 3 nights in Mar 2024
Response from Guest Service on 14 May 2024
Dear Lawrence, Thank you very much for sharing your recent experience in this your home.We are pleased to know that you have enjoyed an exceptional vacation as we wish....Because comments as positive as yours encourage us to continue working with motivation in the future.We will be delighted to see you return to Grand Park Royal.SincerelyGuest Service

10/10 Excellent

Justin

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Food options were great, the villas felt very secluded, staff was extremely nice. Would definitely return!
Stayed 3 nights in Apr 2024
Response from Guest service. on 2 May 2024
Dear Justin,Thank you very much for sharing your recent experience in this your home.We are pleased to know that you have enjoyed an exceptional vacation as we wish....Because comments as positive as yours encourage us to continue working with motivation in the future.We will be delighted to see you return to Grand Park Royal.SincerelyGuest Service

8/10 Good

Meagan Emily

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall the resort was beautiful. Our vacation was very relaxing and we enjoyed ourselves. The food is hit or miss, some restaurants are better than others. They are very pushy about trying to sell you their vacation club, which took up basically one of our whole days we were there because they had trouble taking no for an answer. So just be aware you will lose at least 3 hours to that if you go here.
Stayed 5 nights in Apr 2024
Response from Guest Service on 1 May 2024
Thank you for choosing Grand Park Royal on your recent visit to the beautiful Mexican Caribbean.We have shared your review with the appropriate areas. For us it is extremely important to receive feedback from our guests as this is how we improve and make each visit an unforgettable experience.We are also sorry to hear that you have encountered some inconveniences regarding the service in our restaurant area.Our Executive Committee and staff involved have carefully considered your comments and we assure you that improvements will be made especially in the areas you mentioned.We hope to have another opportunity to serve you in order to change your perspective on our Resort.Sincerely

6/10 Okay

Efrain

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Upon arriving to the hotel, we got a “map” walk through. Due to getting there late. The Lady that tried getting us to go to a meeting the following morning wouldn’t take no for an answer even after repeatedly saying it’s not an obligation. So we said yes, just so that we’d be able to get to our room and shower. (We stayed in the Villas) Upon arriving to the room the A/C was not working so we had to call maintenance. He said it was frozen so they had to “defrost” it and that he’d be back in 30 mins, he never came back so we had to call again. He came back a 2nd time and still no fixing so evidently we slept without A/C. We called the following morning to try and get them to fix it. The maintenance guy didn’t even say Hi, when he was already blaming us saying we froze it. I said No Buddy, we got here and it wasn’t working so we slept without it. The A/C never got fixed we would have to mess with the settings every 30 mins no joke. Enough about the A/C. We supposedly got “VIP” and a butler. Our butler didn’t care to meet us the first day, she so happened to run into us 30 mins before her shift ended on the second day. She wasn’t the most attentive through what’s app either. I had to repeat myself several times, because she would just send automated messages. We didnt receive our free bottle of wine until the 3rd day of being there. Majority of the staff there was nice, other than a few people. Swim up bartenders were nice and funny. The other bartender I felt I had to beg
Stayed 6 nights in Apr 2024
Response from Guest Service on 2 May 2024
Dear EfrainThank you for investing a few minutes of your time in describing your stay at our Resort, since through your experience we will be able to detect the points that can be improved on our path to excellence.Thank you for taking the time to share your feedback on this site, which gives us the opportunity to evaluate our performance through your feedback and helps us continue to improve our resort.We are very sorry that this stay was not satisfactory for you, however we appreciate your comments and for sharing the areas of opportunity that you identified during your stay, as this allows us to improve your experience and that of other guests.Our Executive Committee and staff involved have carefully considered your comments and we assure you that improvements will be made especially in the areas you mentioned.For us there is nothing more satisfying than the complete satisfaction of our dear guests like you, so we sincerely apologize and hope to welcome you again in the not too distant future and show you the improvements we have made thanks to your review.Sincerely

10/10 Excellent

Wesley

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Apr 2024
Response from Guest service. on 28 Apr 2024
Dear Westley, Thank you very much for sharing your recent experience in this your home.We are pleased to know that you have enjoyed an exceptional vacation as we wish....Because comments as positive as yours encourage us to continue working with motivation in the future.We will be delighted to see you return to Grand Park Royal.SincerelyGuest Service

10/10 Excellent

Vanessa Montrose

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I really enjoyed the property overall. We stayed in the villas so that came with a complimentary bottle of red wine but I was able to talk to our personal concierge (Jessica, she was great) before we arrived and switch it to a bottle sparkling white wine because I don’t drink red wine. If you have been to an all inclusive you know how the food is but I was able to find something that I really enjoyed each time. The beach is beautiful, the hotel is beautiful, the workers are super helpful. They do have 24 hour room service. I would come again to this hotel.
Stayed 5 nights in Apr 2024
Response from Guest Service on 21 Apr 2024
Dear Vanessa MontroseThank you for choosing Grand Park Royal on your recent visit to the beautiful Mexican Caribbean.We are glad to know that you enjoyed a pleasant stay and we will be delighted to pass on your words to all the teams that, from each department, help our guests feel special on their vacations.Knowing that we have lived up to your expectations fills us with satisfaction.We hope to be able to welcome you again in the not too distant future so that, once again, you feel at home among us.Sincerely

10/10 Excellent

Madeline Margie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Apr 2024
Response from Guest Service on 11 May 2024
Dear Madeline MargieThank you for choosing Grand Park Royal on your recent visit to the beautiful Mexican Caribbean.We are glad to know that you enjoyed a pleasant stay and we will be delighted to pass on your words to all the teams that, from each department, help our guests feel special on their vacations.Knowing that we have lived up to your expectations fills us with satisfaction.We hope to be able to welcome you again in the not too distant future so that, once again, you feel at home among us.Sincerely

8/10 Good

Carlyn

Liked: Cleanliness, staff & service
Stayed 6 nights in Apr 2024
Response from Guest service on 20 Apr 2024
Dear Caryn,Thank you very much for sharing your comment about these wonderful days at Grand Park Royal.We are pleased to know that you have enjoyed an exceptional vacation as we wish....Because comments as positive as yours encourage us to continue working with motivation in the future.We will be delighted to see you return to Grand Park Royal.SincerelyGuest Service

6/10 Okay

Will

Liked: Cleanliness, staff & service, property conditions & facilities
Villa was spacious and enjoyed the patio with plunge pool. It was right on the beach with the best view. The housekeeping staff was excellent. But all of that was overshadowed by the poor quality of food and options. The buffet was the worst I’ve ever had. The room service was equally terrible. I would suggest adding more attention to the kitchen.
Stayed 5 nights in Apr 2024
Response from Guest service. on 20 Apr 2024
Dear Will, Thank you very much for taking the time to share your experience about your stay at Grand Park Royal.Without a doubt, the satisfaction of our guests is our priority.We regret not having met your expectations.We assure you that we will share your comments with the corresponding departments, we sincerely thank you for sharing them with us.We hope you will give us the opportunity and visit us in the near future.SincerelyGuest Service

10/10 Excellent

Sara

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Jan 2024
Response from Guest service. on 20 Apr 2024
Dear Sara, It has been a pleasure to welcome you to Grand Park Royal on your recent vacation.We are pleased to know that you have enjoyed an exceptional vacation as we wish....Because comments as positive as yours encourage us to continue working with motivation in the future.We will be delighted to see you return to Grand Park Royal.SincerelyGuest Service

10/10 Excellent

Diondra

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My stay was so relaxing. My son and I really enjoyed this resort. The staff were so friendly and accommodating. They always had smiles on their face when you see them. The food was okay. I like that they had options. I def recommend staying here if you're planning to visit Cancun!
Stayed 5 nights in Mar 2024
Response from Guest service. on 10 Apr 2024
Dear Diondra, Thank you very much for sharing your recent experience in this your home.We are pleased to know that you have enjoyed an exceptional vacation as we wish....Because comments as positive as yours encourage us to continue working with motivation in the future.We will be delighted to see you return to Grand Park Royal.SincerelyGuest Service

10/10 Excellent

Jolie

Liked: Staff & service, property conditions & facilities
Rocio was so very nice and helped us have a great stay!
Stayed 6 nights in Mar 2024
Response from Guest service. on 5 Apr 2024
Dear Jolie, Thank you very much for sharing your recent experience in this your home.We are pleased to know that you have enjoyed an exceptional vacation as we wish....Because comments as positive as yours encourage us to continue working with motivation in the future.We will be delighted to see you return to Grand Park Royal.SincerelyGuest Service

10/10 Excellent

Dolores, Burleson

Stayed 4 nights in Feb 2024
Response from Guest Service on 26 Apr 2024
Dear DoloresThank you for choosing Grand Park Royal on your recent visit to the beautiful Mexican Caribbean.We are glad to know that you enjoyed a pleasant stay and we will be delighted to pass on your words to all the teams that, from each department, help our guests feel special on their vacations.Knowing that we have lived up to your expectations fills us with satisfaction.We hope to be able to welcome you again in the not too distant future so that, once again, you feel at home among us.Sincerely

10/10 Excellent

Richard Scott

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a great vacation. Very nice people and property.
Stayed 5 nights in Mar 2024
Response from Guest Service on 23 Mar 2024
Dear Richard ScottThank you for choosing Grand Park Royal on your recent visit to the beautiful Mexican Caribbean.We are glad to know that you enjoyed a pleasant stay and we will be delighted to pass on your words to all the teams that, from each department, help our guests feel special on their vacations.Knowing that we have lived up to your expectations fills us with satisfaction.We hope to be able to welcome you again in the not too distant future so that, once again, you feel at home among us.SincerelyGuest Service

10/10 Excellent

Robert

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Absolutely loved our room. We had a personal butler that made all our reservations for us. The food was okay but not great. Wonderful property and facilities.
Stayed 3 nights in Mar 2024
Response from Guest Service on 23 Mar 2024
Dear RobertThank you so much for your kind review. An assessment like yours is very important to us as it motivates us to continue with the warm service that characterizes us. We sincerely wish you another opportunity to provide you with wonderful memories if you reward us with your visit again in the future.Sincerely

10/10 Excellent

Sejal D

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Mar 2024
Response from Guest service. on 5 Apr 2024
Dear Sejal D,Thank you very much for sharing your comment about these wonderful days at Grand Park Royal.We are pleased to know that you have enjoyed an exceptional vacation as we wish....Because comments as positive as yours encourage us to continue working with motivation in the future.We will be delighted to see you return to Grand Park Royal.SincerelyGuest Service

10/10 Excellent

Richard

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The View From The Villas Was Beautiful Could Hear The Waves All The Time !! Our Buttler Rocio Was Wonderful We Had Her Last Year And Then Again When We Came We Asked For Her Again And Life Was Wonderful . Should Start Activities At 7:00 Pm No 9:00 That’s A Little Late
Stayed 8 nights in Mar 2024
Response from Guest Service on 13 Mar 2024
Dear Mr LestrongeThank you for choosing Grand Park Royal on your recent visit to the beautiful Mexican Caribbean.We are glad to know that you enjoyed a pleasant stay and we will be delighted to pass on your words to all the teams that, from each department, help our guests feel special on their vacations.Knowing that we have lived up to your expectations fills us with satisfaction.We hope to be able to welcome you again in the not too distant future so that, once again, you feel at home among us.Sincerely

6/10 Okay

Cheryl

Travelled with group
Liked: Staff & service
We took 3 friends back this year with us as we stayed at this resort last year for 3 days. We did not receive the service we thought we would and the buffet was very bland. We will not return to the resort!
Stayed 7 nights in Mar 2024
Response from Guest services. on 13 Mar 2024
Dear CherylIt is our priority to provide our guests with a memorable experience. Therefore, we appreciate any form of feedback as it helps us improve to continue exceeding your expectations.We extend an honest apology to you for the unpleasant situation occurred during your stay.We hope you granted us the opportunity to change your perspective towards the resort.Sincerely,

10/10 Excellent

Khadijah

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
My wife and I did a 3 night 4 day anniversary getaway at the grand park royal. We did an upgrade on a VIP suite that was soooooo beautiful. My view was amazing, room absolutely spotless, and a pool on the roof of our balcony. We even got a private butler named ROCIO. She is our favorite person there, hands down. She is who you should choose, she will get things done and communicate very quickly to your needs. I absolutely wanted to take her back with us to our town to treat her just as amazingly she treated us. I will never forget ROCIO ! The only thing I would like to suggest as someone who paid over $2,400 to stay, for the staff to watch the food they put out. Some things were not cooked and then some were too cooked. The food was Good as in flavor, Just a suggestion because we did not enjoy some of our entrees due to how it was cooked. Thanks again for having us. Overall 5 stars from us. We will most definitely come back.
Stayed 3 nights in Mar 2024
Response from Guest service. on 11 Mar 2024
Dear Khadjah,Thank you very much for sharing your recent experience in this your home.We are very pleased to know that you had a nice vacation and that our staff provided the best service to you and your family.It is very important to receive comments like yours, which motivate us to continue providing the service that characterizes us.We will be delighted to see you return to Grand Park Royal.SincerelyGuest Service

10/10 Excellent

Elliott Joyce

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We were completely impressed with their professionalism and customer service. Their hospitality was exceptional. The quality is consistently outstanding, exceeding my expectations every time. I highly recommend this stay.
Stayed 4 nights in Feb 2024
Response from Guest service. on 8 Mar 2024
Dear Elliot Joyce,Thank you very much for sharing your recent experience in this your home.Reading a review as kind as yours is a great motivation to continue creating memorable experiences with each of our guests.This type of review encourages us to strive to provide you with excellent service.We will be delighted to see you return to Grand Park Royal.SincerelyGuest Service

10/10 Excellent

Mark

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great service and food was very good.
Stayed 5 nights in Mar 2024
Response from Guest Service on 7 Mar 2024
Dear MarkThank you for your preference and for your kind review. It was a pleasure to welcome you at Grand Park Royal Cancún. We are truly grateful for your appreciation towards the service provided and for highlighting how much you enjoyed your stay. Your satisfaction as guest is our priority.We are certain that we can make you feel at home every time you come. We will be waiting for your visit. Sincerely

10/10 Excellent

Keith, Valley Center

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was amazing. Our concierge, Rocio, was awesome. Kept in touch on her day off. Even got some beach toys for our grandkids to play with. All of the frontline staff was friendly and professional. Had one issue with KOI restraunt. Grandkids denied entry. Website error, difference between Spanish and English translation on their website.Immediately addressed and remedied by the Manager of all the restraunts, Uvaldo, who was amazing. Got us into the restraunt, and personally made sure we had no more issues. Upper management and front line staff really care about making sure your stay is perfect. Thanks again to Uvaldo and Rocio and the rest of the staff.
Stayed 7 nights in Feb 2024
Response from Guest Service on 6 Mar 2024
Dear KeithThank you very much for taking the time to share your experience about your stay at Grand Park Royal.Our commitment is to satisfy the expectations of our clients; on this occasion it was not possible to fulfill yours and we regret not having had the opportunity to take the necessary actions when you stayed with us.We have sent your observations to the corresponding department for the review of our high quality standards and we thank you for the opportunity for improvement that your words offer us.I'm glad the rest of your stay was a great experience, and I hope you decide to give us another chance to win back your trust. If you decide to do so, please feel free to contact us directly so we can ensure your stay is the flawless experience that we are used to providing our guests with.Sincerely

10/10 Excellent

Anushka

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel and grounds were beautiful, easy to navigate to different areas and our butler Rocio was AMAZING!!!
Stayed 6 nights in Feb 2024
Response from Guest service. on 28 Feb 2024
Dear Anushka,Reading a review as kind as yours is a great motivation to continue creating memorable experiences with each of our guests.We are delighted that you have shared this comment with other travelers and we appreciate the positive feedback after your visit....Because comments as positive as yours encourage us to continue working with motivation in the future.It has been an honor to have you with us and we look forward to welcoming you back in the future.SincerelyGuest Service

8/10 Good

Denise

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Rocio our butler was five star!!! She was so attentive and helpful. No matter what we asked, she had a solution to offer, even if it was for her to go to the supermarket herself! She went out of her way to make my daughter and son feel special as we were celebrating both of their birthdys! The staff really made our stay wonderful. Erika at the pool was funny, personable and full of drink suggestions! The hotel is very pretty and clean. The food left a lot to be desired. The breakfast buffet was not replenished often enough and when it was, they brought out very little. The one time we attended the buffet for dinner we were very disappointed. There were very few options.There were definitely not enough chairs by the pool or on the beach. Had to get up at 5am to place towels and we weren't even the first ones. Overall, a nice stay that was saved by the staff. Last thing... do NOT book shuttle central for your transfer to and from the airport. They kept us waiting a long time when we landed, an hour past our agreed meeting time! They also never monitored our departure flight. As a result, they were unable to get us to the airport on time so we had to hire a taxi to take us to the airport after already paying for their service. They were the biggest disappointment of the trip.
Stayed 4 nights in Feb 2024
Response from Guest service on 24 Feb 2024
Dear Denise,Thank you for sharing your comments regarding your recent stay.Thank you for mentioning the people who stood out with your service, we will take care of sharing your kind comments.We will share your suggestions with the corresponding department to improve our procedures.We will be delighted to see you return to Grand Park Royal.SincerelyGuest Service

8/10 Good

Edite

Travelled with family, Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
Great property for the price!
Stayed 7 nights in Feb 2024
Response from Guest service on 22 Feb 2024
Dear EditeIt has been a pleasure to welcome you to Grand Park Royal on your recent vacation.We are delighted that your stay with us has been so positive. We will pass on your comments to our colleagues; They will be happy to know that with their attitude and kindness they have contributed to their well-being.Comments like yours always motivate us to give our best every day to provide you with incredible vacations.We hope to be able to welcome you again in the not too distant future so that, once again, you feel at home among us.Sincerely

4/10 Poor

Verified traveller

Travelled with group
Disliked: Staff & service, property conditions & facilities, room comfort
Better options are out there
Hopefully this helps future travelers when they are looking for a nice trip. I’ve been to several other all-inclusives in the hotel zone and this was the most disappointing. I never expect great food, but some of these meals were really hard to stomach. The staff also came across aloof at best, and sometimes antagonistic. Amenities were sparse (like towels and chairs by the pool). There are better options out there - choose those.
Stayed 2 nights in Feb 2024
Response from Guest service on 22 Feb 2024
Dear Mary PeaveyThank you very much for your preference and for taking the time to share your comments about your stay.There is nothing more important to us than the complete satisfaction of our guests, and we will be working hard to achieve it.We appreciate your comment, we are sorry that this experience in our hotel did not fully meet your expectations.Each point has been sent to our managers to take immediate action and improve our processes. We offer you an apology and promise to continue working to improve our services.Once again, thank you for the opportunity for improvement that your words offer us.Sincerely

2/10 Terrible

Daniel, Toronto

Travelled with partner, Travelled with group
Disliked: Cleanliness, staff & service, amenities
poor service and treatment. late check-in. dirty plunge pool and lounge area. terrible staff.
Stayed 1 night in Feb 2024
Response from Guest service. on 14 Feb 2024
Dear Daniel Thank you very much for taking the time to share your experience about your stay at Grand Park Royal.Rest assured that all your comments are extremely important and help us improve those aspects that we must address.We appreciate your comment, we are sorry that this experience in our hotel did not fully meet your expectations.We want to share with you that all comments from our guests are considered and carefully reviewed in order to provide a better service.We hope you will give us the opportunity and visit us in the near future.SincerelyGuest Service

10/10 Excellent

Jeffrey F

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The main basis of my rating is the excellence of the housekeeping, butler and wait staff.(See exception below.) They were always very friendly and helpful. The room and beach were awesome, as expected. For an all-inclusive the food was better than expected. Make sure you try the Hibachi at Koi and the Mirador. The only drawback is that the Grand Park Royal is part of a time-share network (sorry, vacation club). This was irritating in two ways: 1. The concierge staff were concerned mainly with roping you into a club presentation and 2. some of the amenities were open only to club members (deluxe beach cabanas for example).
Stayed 5 nights in Feb 2024
Response from Guest service. on 14 Feb 2024
Dear Jeffrey It has been a pleasure to welcome you to Grand Park Royal on your recent vacation.We are pleased to know that you have enjoyed an exceptional vacation as we wish....Because comments as positive as yours encourage us to continue working with motivation in the future.We will be delighted to see you return to Grand Park Royal.Sincerely Guest Service

8/10 Good

Timothy

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Not bad, but the hotel is a little old, there was no light for half a day, wi-fi periodically did not work. The staff is good 👍 Room clean
Stayed 7 nights in Jan 2024
Response from Guest Service on 3 Feb 2024
Dear TimothyThank you very much for sharing your recent experience in this your home.Thank you for mentioning the people who stood out with your service, we will take care of sharing your kind comments.It is very important to receive comments like yours, which motivate us to continue providing the service that characterizes us. We will share your suggestions with the corresponding department to improve our procedures.I'm glad the rest of your stay was a great experience, and I hope you decide to give us another chance to win back your trust. If you decide to do so, please feel free to contact us directly so we can ensure your stay is the flawless experience that we are used to providing our guests with.Sincerely

8/10 Good

Chelsey

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Nice Hotel, Nice Staff
Stayed 5 nights in Dec 2023
Response from Guest Service on 24 Jan 2024
Dear ChelseyThank you very much for the magnificent evaluation that you have shared.We are pleased to know that you have enjoyed an exceptional vacation as we wish....Because comments as positive as yours encourage us to continue working with motivation in the future.We will be delighted to see you return to Grand Park Royal.Sincerely Guest Service

6/10 Okay

Andrew

Travelled with partner
Liked: Property conditions & facilities
The villa itself is absolutely breathtaking. With the view the size of it is very nice we had the oceanfront Villa and stayed for seven days. Our Butler was Jessica she was helpful but she was being over worked. It seemed like she all over the place not like a real butler I feel . They say we had the VIP experience because we were in the villas but I didn’t see any difference between our experience and others that were staying at the resort, food is good limited options buffet is extremely small infinity. Adult pool 10 out of 10 wonderful view great bar service. Water is beautiful and seaweed isn’t bad. Rooms only goes down to 71degrees. Room service will only come once a day. Only 27 min from airport very convenient. Pizza was always good along with the ice cream.
Stayed 6 nights in Jan 2024
Response from Guest Service on 21 Jan 2024
Dear Andrew Thank you for sharing your comment with us.The feedback we receive from our guests is very useful as it allows us to reinforce our areas of opportunity, such as the ones you tell us about.We regret not having met your expectations.We assure you that we will share your comments with the corresponding departments, we sincerely thank you for sharing them with us.We hope you trust us and visit us in the near future.Sincerely Guest Service

2/10 Terrible

Damir

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Food was terrible. We had to ask to have our room cleaned multiple times and it took a whole day to get it done. Gave feedback on food and was asked so what you don’t like Mexican food? Our personal butler barely checked on us especially in person it was mostly through WhatsApp which was very strange. We booked a cabana and someone else was in our cabana when we tried to use it. I think at one point we waited over an hour for someone to check if we needed another drink while in the cabana then we asked the butler for a drink and finally something was delivered but even by our butler another 45 min later so literally almost two hours to get two beers brought to us. Food again was terrible at every place we ate at. Not one good experience while we were there. Ended up leaving early due to family emergency and nobody offered to refund anything to us for the other half of trip
Stayed 4 nights in Jan 2024
Response from Guest Service on 18 Jan 2024
Dear Damir Thank you very much for your preference and for taking the time to share your comments about your stay.We have shared your review with the appropriate areas. For us it is extremely important to receive feedback from our guests as this is how we improve and make each visit an unforgettable experience.We appreciate your comment, we are sorry that this experience in our hotel did not fully meet your expectations.We want to share with you that all comments from our guests are considered and carefully reviewed in order to provide a better service.We appreciate your comments and hope to have the opportunity to serve you again in the near future and change your perception.SincerelyGuest Service

8/10 Good

Michelle

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful views. Clean but dated property that has maintenance needs (wiggly toilet, scuffs on walls, sewer smell overwhelming in middle of the night). Housekeeping in Villa was decent but who needs housekeeping. Most staff friendly. No mildew smells, EXCELLENT air conditioning in Villa. VIP service is not very VIP. No drink service to the room and asking for more than 2 ounces of a beverage at pool bar=no. Pretty pricey to be told no on having some rum in room or only allowed room service once a day. Food was hit and miss. Staff in ala cart restaurants was the stand out. Cafe (coffee & ice cream) and Cassis Bar service was good. Buffet was lackluster, same cheap. dried out, cold choices repeated which is disappointing if you didn't get a reservation in ala cart and some of the food was just plain bad for the price point. Things that should be common sense aren't (cleaning glass to patio, cleaning plunge pool, ice service without having to beg for it since there are no ice machines). If you have any mobility issues or even a sore knee...flagstone is everywhere (uneven paths) and many steps. Butler service=no anticipation of needs or delivery of promised services without multiple requests. Management doesn’t inform butler until day of if ala carte location is closed or not, so you might get no reservation & stuck with the buffet.
Response from Guest Service on 14 Jan 2024
Dear MichelleThank you for choosing our Resort for your recent vacation in the Mexican Caribbean.The feedback we receive from our guests is very useful as it allows us to reinforce our areas of opportunity, such as the ones you tell us about.We are very sorry that this stay was not satisfactory for you, however we appreciate your comments and for sharing the areas of opportunity that you identified during your stay, as this allows us to improve your experience and that of other guests.Our Executive Committee and staff involved have carefully considered your comments and we assure you that improvements will be made especially in the areas you mentioned.For us there is nothing more satisfying than the complete satisfaction of our dear guests like you, so we sincerely apologize and hope to welcome you again in the not too distant future and show you the improvements we have made thanks to your review.Sincerely

8/10 Good

Carol Jennifer

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
We just returned from a week long trip over New Years with our 17 yr old son. Initially we were offered an ‘upgrade’ in the main building with a swim up pool. This was a more expensive room but our Villa Deluxe Oceanfront was superior. They allowed us to this room after a couple of days and we really enjoyed it: expansive view of the Caribbean from the balcony, cabana, and Butler included. Thanks, Mario for taking care of us. This a lovely property with a large beachfront. Everybody seemed to get a chair. Perfect for families with kids. Turquoise, clear sea with a sandy bottom. Very swimmable. There was a good variety of food is offered. The best coffee and treats are in the cafe off the lobby. Look for Edgar there, he’s the best! Finally, one recommendation would be to have a teen lounge area with snacks and non alcoholic drinks, a TV to watch sports, and maybe a pool or billiard table. Note: you must be 18 to use the gym. There really aren’t any locations for teens to meet other teens and hang out except the beach sports which a lot of adults are involved in. Just a suggestion.
Response from Guest Service on 11 Jan 2024
Dear Carol JenniferReading a review as kind as yours is a great motivation to continue creating memorable experiences with each of our guests.We are very pleased to know that you had a fantastic vacation and enjoyed our facilities and services.Comments like yours motivate us to strive every day to provide our valued guests with a dream vacation.We hope to be able to welcome you again in the not too distant future so that, once again, you feel at home among us.Sincerely

2/10 Terrible

Youssef El

Travelled with family
Liked: Cleanliness
Disliked: Staff & service, amenities
Not a good experience, food was bad, rude service, no manager to talk to. Would not return. They said we were “vip” but we didn't even have hot water the first night, had to ask them to turn it on. Our phone in the room did not work. Etc. not coming back. It was terrible
Stayed 3 nights in Jan 2024
Response from Guest Service on 11 Jan 2024
Dear YoussefThank you very much for taking the time to share your comments about your recent visit to Grand Park Royal.There is nothing more important to us than the complete satisfaction of our guests, and we will be working hard to achieve it.We are very sorry that this stay was not satisfactory for you, however we appreciate your comments and for sharing the areas of opportunity that you identified during your stay, as this allows us to improve your experience and that of other guests.We have sent your observations to the corresponding department for the review of our high quality standards and we thank you for the opportunity for improvement that your words offer us.For us there is nothing more satisfying than the complete satisfaction of our dear guests like you, so we sincerely apologize and hope to welcome you again in the not too distant future and show you the improvements we have made thanks to your review.Sincerely

2/10 Terrible

ester, la canada

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Dec 2023
Response from Guest Service on 11 Jan 2024
Dear EsterThank you for investing a few minutes of your time in describing your stay at our Resort, since through your experience we will be able to detect the points that can be improved on our path to excellence.Excellence in service is truly one of our strengths and we work with enthusiasm to keep it that way.We are very sorry that this stay was not satisfactory for you, however we appreciate your comments and for sharing the areas of opportunity that you identified during your stay, as this allows us to improve your experience and that of other guests.We have sent your observations to the corresponding department for the review of our high quality standards and we thank you for the opportunity for improvement that your words offer us.We hope to have another opportunity to serve you in order to change your perspective on our Resort.Sincerely

10/10 Excellent

Remus

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Food was great. Room was excellent. Butler service and amenities was top notch.
Stayed 3 nights in Dec 2023
Response from Guest Service on 11 Jan 2024
Dear RemusThank you very much for sharing your comment about these wonderful days at Grand Park Royal.We are glad to know that you enjoyed a pleasant stay and we will be delighted to pass on your words to all the teams that, from each department, help our guests feel special on their vacations.Comments like yours motivate us to strive every day to provide our valued guests with a dream vacation.We will be delighted to welcome you again, see you very soon.Sincerely

8/10 Good

Gaurav

Travelled with family
Liked: Cleanliness, staff & service, amenities
Overall very good property…. WiFi in the room is very patchy…. Food at the buffet was good but the food quality & service at the oriental restaurant is not good
Stayed 6 nights in Dec 2023
Response from Guest Service on 27 Dec 2023
Dear GauravIt has been a pleasure to welcome you to Grand Park Royal on your recent vacation.We are very pleased to know that you had a fantastic vacation and enjoyed our facilities and services....Because comments as positive as yours encourage us to continue working with motivation in the future.We will be delighted to welcome you again, see you very soon.Sincerely Guest Service

10/10 Excellent

Liliana Uribe

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The service was excellent from the beginning. We arrived a little early from check in but they gave us the our room early without extra charge. Our personal helper Rocio was wonderful and helped us with transportation even before we arrived to the resort. She did reservations for the resturants and made sure we had everything we needed. I really recommend especially with the wonderful staff members like Rocio.
Stayed 5 nights in Dec 2023
Response from Guest Service on 26 Dec 2023
Dear Liliana UribeThank you very much for sharing your comment about these wonderful days at Grand Park Royal.It is a pleasure for us to read how much you enjoyed your stay and above all how satisfied you were with the restaurants, as well as the attention that Rocio and the entire team gave you every day to offer you an excellent service.Comments like yours always motivate us to give our best every day to provide you with incredible vacations.We hope to welcome you again if you reward us with your visit in the future.Sincerely Guest Service Grand Park Royal

10/10 Excellent

Cristina

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023
Response from Guest Service on 5 Dec 2023
Dear CristinaThank you for sharing your comments regarding your recent stay.We are delighted that you have shared this comment with other travelers and we appreciate the positive feedback after your visit.Comments like yours always motivate us to give our best every day to provide you with incredible vacations.We are pleased to know that you have enjoyed your vacation, we look forward to seeing you in the not too distant future.Sincerely

10/10 Excellent

Jessica

Stayed 6 nights in Nov 2023
Response from Guest Service on 5 Dec 2023
Dear JessicaReading a review as kind as yours is a great motivation to continue creating memorable experiences with each of our guests.We are very pleased to know that you had a fantastic vacation and enjoyed our facilities and services.This type of review encourages us to strive to provide you with excellent service.We hope you will come back to visit us again in the future. See you always!Sincerely

10/10 Excellent

Ajay

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Nice place to enjoy the weather, very friendly and helpful staff at the hotel.
Stayed 3 nights in Nov 2023
Response from Guest Service on 29 Nov 2023
Dear AjayThank you very much for sharing your comment about these wonderful days at Grand Park Royal.We are glad to know that you enjoyed a pleasant stay and we will be delighted to pass on your words to all the teams that, from each department, help our guests feel special on their vacations.We will be delighted to see you return to Grand Park Royal.Best Regards Guest Service

6/10 Okay

Manuel, Colorado Springs

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
We loved the Ice cream at Cafe Sole`, Edgar was amazing n the most amazing worker of everyone we came across!! Always had a smile n chatted with us everyday! Definitely deserves a raise!! Our Butler Jessica Martinez was also amazing made all our dinner n cabana reservations, though it took a day or so to get the communication to work!! Food was average not ad great as the reviews say, most food is served very cool, maybe how they like it? I prefer hot or warm food! El Jardin had great nachos n the burgers were juicy n delicious! Some of the best pizza. Hibachi was so so, very lil servings which was the case in all the restaurants! But with all inclusive could always order more, except at the Hubachi grill.. stayed at the Sapphire 8 years ago and dining options were so much better there but rooms here better! Asked for private plunge pool to be cleaned and never was.
Stayed 7 nights in Nov 2023
Response from Guest Service on 29 Nov 2023
Dear Manuel We appreciate your comments regarding your recent stay.However, we appreciate you sending us your observations and feedback that help us to know the areas in which we must work harder.We regret that on this occasion you have not fully enjoyed the variety in our gastronomy, as offering an excellent gastronomic offer is one of the fundamental pillars of our company.We have sent your observations to the corresponding department for the review of our high quality standards and we thank you for the opportunity for improvement that your words offer us.We hope you keep us in mind when planning your next vacation.SincerelyGuest Service

10/10 Excellent

Trinidad

Liked: Cleanliness, staff & service, property conditions & facilities
The food the personal.
Stayed 4 nights in Nov 2023
Response from Guest Service on 15 Nov 2023
Dear TrinidadWe are pleased to know that your stay at Grand Park Royal has been great and that you have enjoyed your vacation.We are delighted that you have shared this comment with other travelers and we appreciate the positive feedback after your visit.Comments like yours always motivate us to give our best every day to provide you with incredible vacations.We sincerely wish to have another opportunity to provide you with wonderful memories if you reward us with your visit in the future.Sincerely

2/10 Terrible

Enrique

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Hanssen Beristain on 9 Nov 2023
Estimado EnriqueGracias por su recien visita a Grand Park Royal.Le agradecemos sus amables comentariosSaludosConcierge Team

8/10 Good

John

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property and services were excellent. All inclusive food options were ok. Beaches beautiful
Stayed 4 nights in Oct 2023
Response from Guest Service on 5 Nov 2023
Dear JohnReading a review as kind as yours is a great motivation to continue creating memorable experiences with each of our guests.We are glad to know that you enjoyed a pleasant stay and we will be delighted to pass on your words to all the teams that, from each department, help our guests feel special on their vacations.Comments like yours motivate us to strive every day to provide our valued guests with a dream vacation.We sincerely wish to have another opportunity to provide you with wonderful memories if you reward us with your visit in the future.Sincerely

8/10 Good

Eric R

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Room was amazing grand villa master. Food was ok but not that good that’s the only thing I would change.
Stayed 4 nights in Oct 2023
Response from Hanssen Beristain - Guest service Manager on 31 Oct 2023
Dear Eric RThank you for choosing Grand Park Royal on your recent visit to the beautiful Mexican Caribbean.We are very pleased to know that you had a fantastic vacation and enjoyed our facilities and services.Comments like yours always motivate us to give our best every day to provide you with incredible vacations.We will be delighted to see you return to Grand Park Royal.SincerelyConcierge

2/10 Terrible

Jeffery, Tulsa

Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
This was the worst property I have ever stayed at. Entire staff unfriendly, always told no. First day told no reservations for any restaurant for entire stay. Only option was buffet. Only was villas very nice but paid a premium for it. I would stay anywhere but here. First and last time ever. Do not waste your $.
Stayed 3 nights in Sep 2023
Response from Hanssen Beristain - Guest service Manager on 16 Sept 2023
Dear JefferyThank you for sharing your comment with us.We have shared your review with the appropriate areas. For us it is extremely important to receive feedback from our guests as this is how we improve and make each visit an unforgettable experience.We regret not having met your expectations.We want to share with you that all comments from our guests are considered and carefully reviewed in order to provide a better service.We hope you will give us the opportunity and visit us in the near future.Sincerely Concierge

6/10 Okay

Cheruillis Soares Mello

Travelled with partner
Disliked: Amenities
we didn't get the requested orders bad food
Stayed 3 nights in Sep 2023
Response from Hanssen Beristain - Guest service Manager on 6 Sept 2023
Dear CheruillisThank you for sharing your comment with us.Thank you for taking the time to share your feedback on this site, which gives us the opportunity to evaluate our performance through your feedback and helps us continue to improve our resort.We regret not having met your expectations.We want to share with you that all comments from our guests are considered and carefully reviewed in order to provide a better service.We hope you trust us and visit us in the near future.SincerelyConcierge

8/10 Good

paula

Liked: Cleanliness, staff & service, property conditions & facilities
The hotel its self was great. Staff was wonderful. My butler mario i cant say enough about him. He was always available even if his shift had not started he was always there to help and assist us in what ever we needed. Jennifer was also a great assistant. The buffet had its good days breakfast and lunch where great dinner was so so. Over all a great place to stay.
Stayed 3 nights in Aug 2023
Response from Guest Service on 3 Sept 2023
Dear PaulaWe are pleased to know that your stay at Grand Park Royal has been great and that you have enjoyed your vacation.We are glad to know that you enjoyed a pleasant stay and we will be delighted to pass on your words to all the teams that, from each department, help our guests feel special on their vacations.It fills us with happiness to read that you enjoyed the attention of our Butler Mario. He works hard to exceed the expectations of our guests and with you he did it; of course we will pass your message to motivate him.Because comments as positive as yours encourage us to continue working with motivation in the future.We sincerely wish to have another opportunity to provide you with wonderful memories if you reward us with your visit in the future.Sincerely