Ratings based on 2,258 Verified Reviews

4.0 out of 5
79% of guests recommend
4.3 Room cleanliness
4.1 Service & staff
4.2 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler from New York, NY

Amazing Time.

Posted Aug 13, 2017
I was a bit nervous coming here with the mixed the reviews, but nonetheless I could safely say that I had an amazing time! If you can, definitely look into getting the Villa; it's worth it: private pool/bar, personal concierge, special SPA deals, 24 hour free room service, etc. Special shout out to the concierge Mere and Molly who always went out of their way to make sure things were great. A couple of hiccups here and there but not a big deal.
5 out of 5
Recommended
for Everyone
by A verified traveler from Washington, PA

Nice hotel

Posted Aug 13, 2017
It is a nice hotel with multiple swimming pool areas and it's close to the beach. There was one day with extremely heavy rain and the staff continued to maintain the grounds. They made sure everyone was ok and took care of any issues. They were all very friendly. Paola and Alex were great!
Comment from Hotel Management
Aug 15, 2017 by Pilar Orti, Hotel Management
Dear Jennifer, Thank you for choosing Grand Riviera Princess as your holiday destination And thank you also for taking the time to write such a nice comment. Feedback like yours is what motivates our team to continue working hard for our customers. We hope to have the pleasure to welcome you in the near future, Best regards,
1 out of 5
by A verified traveler from new jersey

Worst hotel I stayed in mexico

Posted Aug 12, 2017
The staff would never smile never happy. Expected better entertainment at the pool and with the kids. The room wasn't what I expected. Also bought the kids club package wasn't worth it at all. The room shower tiles were popping out blow dryer wasn't working and I almost slipped and fell bc the AC duct was dripping water from ceiling. The list goes on... The pool tile was all cracked that I scrapped my knee and started bleeding. Definitely the place needs maintenance horrible experience overall
Comment from Hotel Management
Aug 15, 2017 by Pilar Orti, Hotel Management
Dear Chad, Thank you so much for taking the time to leave us your feedback on your recent experience at Grand Riviera Princess. Please accept our deepest apology for not surpassing your expectations. Our rooms are generally in very good conditions. Our maintenance and housekeeping departments work 24/7 to ensure the rooms and facilities are ready upon guest’s arrival. As in any large property, we have a continuous maintenance plan in place, so we will share your comments with the involved managers to ensure this is properly supervised. We would love to have a second opportunity to demonstrate you the high-quality standards our brand is known for. Sincerely,
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Aug 10, 2017
very large facility (~15 minutes walk from the lobby to the beach, most of which can be done inside of buildings with a short dashes under the sun or rain to get where you want). It is a bit confusingly split into Sunset and Riviera sides (which are more or less mirror images).
Comment from Hotel Management
Aug 15, 2017 by Pilar Orti, Hotel Management
Dear guest, Thank you for choosing Grand Riviera Princess. It is wonderful to know how much you enjoyed your stay in the resort! We are very proud of the service you received from our staff and your opinion regarding our grounds and facilities. Warm regards,
4 out of 5
Recommended
for Everyone
by A verified traveler from greenville SC

Very nice hotel

Posted Aug 8, 2017
Everything was very good. The only thing needs improvement is internet access we could never make a good connection anywhere in the hotel
Comment from Hotel Management
Aug 9, 2017 by Pilar Orti, Hotel Management
Dear felix, We truly appreciate your feedback and have shared it internally. We work diligently in providing guests with excellent services. We have talked to the hotel management in order to keep improving. We hope you give us the chance to continue offering you unforgettable experiences with a high-quality service. Best regards,
2 out of 5
by A verified traveler from New Jersey

Good service, bad food, not enough staff.

Posted Aug 6, 2017
Stayed in Platinum rooms with a family of 10. Food quality was not good. Lines to eat and had to make reservations with weeks in advance to get the desired seating, which we didn't. Not what I would be looking for a relaxing vacation. Hotel is big and the internal train was not timely or reliable. Will not stay at this hotel again.
Comment from Hotel Management
Aug 7, 2017 by Pilar Orti, Hotel Management
Dear daniel, We are always worried about our guest’s well being and strive to make holidays at our property an unforgettable experience. We have carefully noted each point you mentioned in order to improve, we take our guest´s opinions very serious. Feedback is always important as it is a vital way of reviewing the level of service and facilities we provide our guests so as to make an improvement. Thank you for staying with us and I hope you will give us another opportunity to serve you.
3 out of 5
by A verified traveler from Texas

Shuttle and Food No Beuno

Posted Aug 4, 2017
We stayed in the platinum area closed to the beach. It was great but we were so far from all the other activities that it made it hard to enjoy all of the amenities. Also the shuttle that takes you back and forth took forever and it was slow. I think they need to run two at all time. The resort is too big with way too many people for there not to be two. The pool side tacos and La Hacienda food was excellent but everything else was subpar which made it hard to enjoy.
Comment from Hotel Management
Aug 7, 2017 by Pilar Orti, Hotel Management
Dear Ty, Thank you for choosing Grand Riviera Princess as your holiday destination And thank you also for taking the time to write such a nice comment. We are happy to know that besides some aspects you have been able to enjoy your stay and the facilities we offer. Thank you for highlighting all the things we can improve to achieve an excellent Princess Experience. We hope to have the pleasure to welcome you in the near future, Best regards,
2 out of 5
by A verified traveler from Dallas

Disappointing food and entertainment

Posted Aug 4, 2017
Food on the resort was very disappointing and the entertainment was lacking. The drinks all tasted like the sugar used in them was Splenda
Comment from Hotel Management
Aug 7, 2017 by Pilar Orti, Hotel Management
Dear junior, Thank you for taking the time to share your experiences. We have taken all your feedback on board and this will be used constructively to perfect our Grand Riviera Princess experience. We have carefully noted each point you mentioned and will share it internally. We take our guest´s opinions very seriously. Feedback is always important as it is a vital way of reviewing the level of service and facilities we provide our guests so as to make an improvement. We hope to have a second opportunity to demonstrate you the high-quality standards we are known for. Sincerely,
4 out of 5
Recommended
for Everyone
by A verified traveler

Impressive!

Posted Aug 4, 2017
My stay here was great! The facilities and common areas were clean and pleasant looking. The staff was extremely friendly and helpful. They really made my stay enjoyable. The number of pools and and dining areas were very convenient as well. I was also impressed by the buffets. The food was prepared and presented well and I appreciated the variety of choices each day.
Comment from Hotel Management
Aug 7, 2017 by Pilar Orti, Hotel Management
Dear guest, We loved your enthusiasm and how in few words you described the incredible experience you lived at Grand Riviera Princess. We do our very best to ensure our guests are taken care of, from the moment they arrive until the time of departure. We will love to host you again, Warm regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from Atlanta, GA

Great hotel, right by the beach. Good food.

Posted Aug 2, 2017
Pros: Staff effort to make guest satisfied with their stay.
Cons: Hotel should have more than 1 shuttle from lobby to beach to eliminate waiting times for shuttles. Other than that, awesome trip.
Location: Stayed mostly inside the resort but went to visit Xel-Ha. Pretty cool place.
Very nice place, staff there works very hard to accommodate the guest and make sure they get the best vacation possible.
Comment from Hotel Management
Aug 7, 2017 by pil, Hotel Management
Dear Ado, Thank you for choosing Grand Sunset Princess. It is wonderful to know how much you enjoyed your stay in the resort! We are very proud of the service you received from our staff and your opinion regarding our grounds and facilities. We will review the shuttle situation. Please do not hesitate to contact me if you have any special request once you make your reservation in the future to community-riviera@princess-hotels.com. I will be pleased to help you. Sunny regards,