Ratings based on 998 Verified Reviews
4.3 Room cleanliness
4.1 Service & staff
4.1 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 17 Nov 2024
It all started with room not being ready to check in till almost 4 pm instead of 3:00pm. Had to move from the first room on the second day due mold being all over the place. Also, Safebox battery died and after calling help desk I was told to wait 10 minutes for someone to come and fix the issue. After 20 minutes of waiting and no one showing up, I called again and was told the same to wait for another 10 minutes. Waited for 30 minutes, still no one showed up. Went to the front desk and explained the situation, was told that their supervisor was going to come right away. Unfortunately, it was a lie again! No one showed up and I simply wasted over 3 hours of my vacation time waiting with no one ever coming. It was my 2nd time at this resort and unlike first stay, this time, I left feeling very disappointed due to extremely unfriendly unreliable customer service.
Comment from Hotel Management
18 Nov 2024 by Sergio Hernandez - Guest Satisfaction Lead, Hotel Management
Dear Guest,Thank you for sharing your feedback. We sincerely apologize for the issues you encountered during your stay, and we regret that your experience did not live up to the standards you expected. We understand how frustrating it must have been to wait for room access, deal with mold issues, and experience delays with the safe repair. Your time is valuable, and we regret that these problems impacted your vacation.We will review your concerns with our team to ensure better room preparation and more responsive service from our staff in the future. We truly appreciate your continued trust in us, and it is disheartening to know that your second stay did not meet your expectations.Please be assured that your feedback will help us improve, and we hope to have the opportunity to welcome you back for a much more enjoyable experience.Warm regards,Sergio HernandezGuest Satisfaction Lead
by A verified traveler
Posted 15 Nov 2024
Comment from Hotel Management
15 Nov 2024 by Kenia Rodriguez, Hotel Management
Dear Mrs. Rebecca Marie,Thank you for staying at Grand Palladium Colonial Resort & Spa.It is very sad to realize by this media that your stay did not meet your expectations. We would like to know the aspects that you consider we can improve, so please do not hesitate to contact us and share your point of view with us as we gladly accept any suggestions.We hope to welcome you again.Kind regards,Kenia RodriguezHospitality SR Advisor
by A verified traveler
Posted 12 Nov 2024
This resort is sad. The property is tired and poorly operated. Because of the size of the properties, we were unable to make reservations at the restaurants as they required 2 days in advance notice. I saw this as a missed opportunity to notify guests of the requirment ahead of arrival. We were left with the buffet and poolside restaurants which both had inedible food and almost unsanitary. Pool drink service was really slow, i learned quickly not to order anything that was frozen (pina colada, etc). By the time the pool server brought it 20 minutes later it was almost melted. I suggest you get in line at the bar before ordering with the server. Staff is nice, service was fine and I did appreciate the housekeeper replenishing the bottled water daily. Best part of my stay was when I checked out.
Comment from Hotel Management
13 Nov 2024 by Kenia Rodriguez, Hotel Management
Dear Mrs. Carly,We sincerely apologize for the disappointing experience you had during your recent stay at Grand Palladium Colonial Resort & Spa. Your feedback is invaluable to us as it helps us identify areas where we can improve.We understand your frustration regarding the restaurant reservations and the quality of the food. We are committed to providing our guests with a memorable culinary experience, and we are actively working to enhance our reservation system and food quality.We are also taking steps to improve our pool service, including training our staff to ensure timely delivery of orders.Your satisfaction is our top priority, and we hope you will give us another opportunity to provide you with a more positive experience.Kind regards,Kenia RodriguezHospitality SR Advisor
by A verified traveler
Posted 9 Nov 2024
Service is good. nightly entertainment is great . Multiple dining options. The resort is walkable through the jungle . The staff is very friendly
Comment from Hotel Management
10 Nov 2024 by Kenia Rodriguez, Hotel Management
Dear Guest,Thank you for taking the time to share your positive experience at Grand Palladium Colonial Resort & Spa.We're delighted to hear that you enjoyed our excellent service, engaging nightly entertainment, diverse dining options, picturesque jungle setting, and friendly staff.We strive to provide our guests with unforgettable memories, and your feedback confirms that we're on the right track. We look forward to welcoming you back in the future.Kind regards,Kenia RodriguezHospitality SR Advisor
by A verified traveler
Posted 6 Nov 2024
Comment from Hotel Management
7 Nov 2024 by Kenia Rodriguez, Hotel Management
Dear Mr. Jeremy,On behalf of the staff and management of Grand Palladium Colonial Resort & Spa, we would like to thank you for choosing us for your vacation.It has been our pleasure to serve you, we hope you will honor us with the privilege of being your hosts on your next visit to the Riviera Maya.With kind regards,Kenia RodriguezHospitality SR Advisor
by A verified traveler from Lunenburg
Posted 17 Oct 2024
Great pools and bar service. Beach was rocky. I preferred the pool. The buffet restaurant's food was very average. Cruise food is so much better. The restaurants that required reservations had excellent food, but it was difficult to get a reservation unless you booked early in the morning. The Chic show and dinner was excellent.
Comment from Hotel Management
17 Oct 2024 by Kenia Rodriguez, Hotel Management
Dear Guest,Thank you for sharing your feedback about your recent stay at Grand Palladium Colonial Resort & Spa. We appreciate your feedback regarding the buffet restaurant. We'll take this into consideration as we strive to enhance our dining options.We understand that getting reservations for our à la carte restaurants can be challenging. We're exploring ways to improve the reservation process to make it more convenient for our guests.We hope you'll consider returning to Grand Palladium in the future. Your feedback is valuable to us as we work to provide an exceptional experience for all our guests.Kind regards,Kenia RodriguezHospitality SR Advisor
by A verified traveler
Posted 7 Sep 2024
Had a fabulous time at this resort. Great beach great amenities. Was more family and children than I anticipated
Comment from Hotel Management
9 Sep 2024 by Kenia Rodriguez, Hotel Management
Dear Mrs. Cristina, Thank you for taking the time to share your experience at Grand Palladium Colonial Resort & Spa. We're delighted to hear that you enjoyed our beautiful beach and amenities.We hope to have the opportunity to welcome you back in the future.Kind regards,Kenia RodriguezHospitality SR Advisor
by A verified traveler
Posted 31 Aug 2024
Lovely place
Comment from Hotel Management
5 Sep 2024 by Sergio Hernandez - Guest Satisfaction Lead, Hotel Management
Dear Guest,Thank you for your kind words! We are delighted to hear that you enjoyed your stay with us and that you found our resort to be a lovely place. Your positive feedback is a great motivation for our team, and we hope to welcome you back for another memorable experience in the future.Kind regards,Sergio HernandezGuest Satisfaction Lead
by A verified traveler
Posted 30 Aug 2024
Comment from Hotel Management
30 Aug 2024 by Sergio Hernandez - Guest Satisfaction Lead, Hotel Management
Dear Mr. DanThank you for your 5/5 rating! We’re thrilled to know you had a great experience at Grand Palladium Colonial Resort & Spa. We look forward to welcoming you back for another fantastic stay.Best regards,Sergio HernandezGuest Satisfaction Lead
by A verified traveler
Posted 30 Aug 2024
I really liked everything about the hotel—the facilities, the restaurants—but I absolutely loved the beach; it’s simply divine. The staff were generally great, though I did have a small issue with the lobby supervisor and one of the people who answered the phone, as I was initially given the wrong room. However, everything was resolved by employees who truly understand what customer service is all about.
One area that could use improvement is the attention to food quality at the sports bar. Also, the rooms in the Colonial section could benefit from some renovation, including the furniture, beds, etc. But the pool, beach, and restaurants were fabulous."
Comment from Hotel Management
30 Aug 2024 by Sergio Hernandez - Guest Satisfaction Lead, Hotel Management
Dear Mrs. LauraThank you for taking the time to share your experience at Grand Palladium Colonial Resort & Spa. We’re delighted to hear that you enjoyed our facilities, restaurants, and especially our beautiful beach. It’s wonderful to know that our team was able to resolve the room issue to your satisfaction and that most of our staff provided the excellent service we strive for.We appreciate your feedback regarding the sports bar and the rooms in the Colonial section. Your comments are invaluable as we continuously work to improve our offerings. We're glad that you found our pool, beach, and restaurants to be fabulous, and we hope to have the pleasure of welcoming you back in the future for an even better stay.Warm regards,Sergio HernandezGuest Satisfaction Lead
