Ratings based on 108 Verified Reviews

4.1 out of 5
81% of guests recommend
4.3 Room cleanliness
4.2 Service & staff
4.0 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
3 out of 5
Recommended
for Families
by A verified traveler from toronto canada

Very large facility

Posted Nov 19, 2016
Pros: Food and the ground keeper very kind and helpful.
Cons: Check in..check out...every one that we dealt with in the main lobby found them to be a little tired of the tourist.
Location: N/a
Found the resort very large . Food was very good and wait staff very helpful. The front desk not very accommodation and sometimes even rude. Overall experience not bad no need to go back.
Comment from Hotel Management
Nov 22, 2016 by David Calvo Quiroga Assistant Manager, Hotel Management
I would like to thank you for your comments about your stay in our resort. I´m sorry if in some points the service of the recepcion was not to your liking, we will continue to work to improve the details. Thanks again and please, do not hesitate to contact us for any further comment or if you decide to visit us again. Best regards, David Calvo.
5 out of 5
Recommended
for Families
by A verified traveler

Wonderful experience!

Posted Aug 17, 2016
Pros: I liked a lot the way the hotel and room were kept clean and all the kindness from ALL the employees. The kids club is fantastic!
We are a family of 5 with a 9yo and twins of 5yo. We just wanted to find a nice place to relax with a kids club to leave the kids for few hours a day. This resort totally exceeded our expectations. The room and all the places at the resort were very clean and functional. The resort had a lot to offer (many restaurants, activities, bars and more). All the people working at the resort were nice, helpful and kind. The kids club offered a lot of fun activities to engage kids of all ages; the manager and all the girls working there were amazing!!! My kids never wanted to leave the place!! We had great time there and I recommend 100% this resort!
Comment from Hotel Management
Sep 12, 2016 by Alejandro M, Hotel Management
Dear Guest, Thank you so much for nice review about your stay. We are happy to realize that you enjoyed your holidays on family. We hope to have the opportunity to welcome you again in the future. Kind regards, Alejandro Martin
4 out of 5
Recommended
for Everyone
by A verified traveler

Nice resort but the beds...

Posted Jun 23, 2016
I had a great time at the resort, spent most of my time ar the beach side salt water pool. A handful of the restaurants were less than good, the tapa and Italian restaurants were awful. The Brazilian restaurant was amazing as well as mexican and sea side. Staff was very helpful. The rooms were nice but the beds were the worst.
Comment from Hotel Management
Jul 7, 2016 by dtoradjunto1.whitesandriviera@palladiumhotelgroup., Hotel Management
First, thank you for your comments, all comments bad and good help us to improve our service, and honestly, we like to receive compliments but, otherwise, we believe that any complaint or suggestions is an opportunity to know how and where we fall short and what we need to amend. It may sound a bit prefabricated, but the fact is that we really care about our customers and the service we provide to them, and it is also true that our efforts are always oriented to enhance our offer and meet our guest’s expectations, and of course we regret not being successful this time. We only hope to have another opportunity to restore your confidence in us and meanwhile we remain at your service for any further comment. Sincerely, David Calvo Quiroga Assistant Manager
4 out of 5
Recommended
for Everyone
by A verified traveler from McAllen TX

All inclusive on the beach

Posted Jun 11, 2016
Great hotel with covered walkways. Has really cool salt water pool with tropical fish swimming in it. Hotel beach borders a reef with lots of places to snorkel. Mini bar in room wasn't the best but you could walk up to a number of bars on the property and get whatever you wanted. Close to Tulum ruins and Xel Ha water park. Good for families or adults only.
Comment from Hotel Management
Jun 13, 2016 by Assistant Manager, Hotel Management
Dear Guest We really appreciate the good comments and feedback about you stay in our resort. For us is very important to know the opinion of our visitors in order to improve our service, and even more when they use to know about this product. I wish to see you come back and please, let us know if there is anything further we can do from this end. Best regards, Azael Arvizu
4 out of 5
Recommended
for Everyone
by A verified traveler from Calgary, Alberta

Very family friendly resort

Posted Apr 13, 2016
Hotel description from Trip Advisor was spot on. Huge complex, nice pools, friendly staff. Foods was reasonable although found temperatures luke warm. The Ribs & More restaurant was extremely slow, perhaps not sufficiently staffed. The cleaning of the room was excellent up to the last full day when the bathroom needed more attention All in all, the resort was quite nice.
Comment from Hotel Management
Apr 15, 2016 by Assistant Manager, Hotel Management
Dear Guest We would like to thank you for your feedback about your last holidays with us. For us is essential to know all the opinions from our guests and what we need to do to better meet their expectations. Thanks again and please let us know if there is anything further we can do or if you decide to come back again to grant you the best of all attentions. Best Regards Azael Arvizu
4 out of 5
Recommended
for Everyone
by A verified traveler from Iowa

Excellent Location, ok food, poor service

Posted Mar 27, 2016
The location of this hotel is amazing! Beautiful setting, well taken care of grounds, pools, lobby, etc. Views were better than I could have imagined. Tons of things to do - and very kid friendly environment. Food is decent, lots of buffet options, but disappointed in the high end reservation places overall selection and presentation. The rooms are ok, nice bathrooms - but the beds are tiny and very low quality. The quality of the beds left my wife and I stiff and uncomfortable for he whole week, often sleeping very poorly. Air conditioning in room don't work so well - everything in our room was always damp, even the bedding and our clean clothes tucked away in the closet. The worst part about the trip was the house cleaning - it was very unreliable. Several times they cleaned our room but forgot things like towels and toilet paper. Had to call front desk and ask several times and took over an hour each time. One night our family of 5 was sandy and salty from the ocean, all waiting to get cleaned up for dinner reservations and we had one towel to share. Called front desk for the 3rd time this week to remind them we need fresh towels and it took over an hour. We were late to our restaurant - and never did get the towels so we shared the one towel and left. To me this doesn't happen at 4 star - and if it did they would certainly make it up to you. We were offered nothing, not even an apology.
Comment from Hotel Management
Mar 30, 2016 by Assistant Manager, Hotel Management
Dear Guest I would like to thank you for your comments about your stay in Grand Palladium Riviera Maya . Our commitment is to provide the best service and attention at all time to our guests. In reference concerning cleanliness and lack of towels in your room very sorry about this situation and we offer our sincere apologies, really appreciate your comments which are very important and help us to strengthen our work to always offer services of the highest quality, I am assured that work on this issue so that does not happen again. We also would like to comment that being located in the heart of the Riviera Maya and being this a jungle area, moisture is present and even with the air conditioners are very sorry moisture sensation that this could generate them. Again, I would like to apologize for your experience in your last vacations. While the staff at Palladium does their best to make sure that our guests have a great experience while with us, at times we do fall short in our efforts. I hope you can give us another opportunity and come back to let us show you the Palladium hospitality. If there is anything else that we can do for you, please do not hesitate to contact us. Best regards Azael Arvizu
1 out of 5
by A verified traveler from Minnesota

Terrible hotel. Do not stay.

Posted Jan 29, 2016
This was my 6th time traveling to the Caribbean and by far the worst hotel I've stayed at. The hotel does not offer 2 queen beds even though the listing says it does, the bed and pillows were hard as a rock, the food was mediocre at best, wifi didn't work in the rooms, it took 1 hr and 45 to get through dinner with zero refills or attention and they refused to give out bottles of water only tap water so you are limited to the 4 bottles in your room a day. Overall it was a terrible experience.
Comment from Hotel Management
Mar 25, 2016 by Assistant Manager, Hotel Management
Dear Guest I am sorry to learn that your stay and experience at the Grand Palladium Riviera Maya was a disappointing one. About the issues that you said in your trip report, I would like to mention that it is important for us as a hotel to know how and where we fall short and what we need to do to better meet our guests’ expectations. It is important to mention that at all times we pay attention to every request of our customers and always work based on hotel availability, our manager reception always assigned one day in advance and put all their effort to try to meet their needs. Palladium not have reservations for restaurants and with this we seek to provide all alike the opportunity and freedom to visit a few restaurants wish, for this issue we have only with a waiting list where as they arrive at the restaurant are given a table or are reports an approximate waiting time very sorry about the wait time for dinner and ask for your understanding. Again, I would like to apologize for your experience in your last vacations. While the staff at Palladium does their best to make sure that our guests have a great experience while with us. I hope you can give us another opportunity and come back to let us show you the Palladium hospitality. If there is anything else that we can do for you, please do not hesitate to contact us. Cordially Azael Arvizu
5 out of 5
Recommended
for Everyone
by A verified traveler from Chicago, IL

Surprising service & amenities for the price

Posted Jan 1, 2016
We traveled to this resort with two small children and had a wonderful experience on and off the resort. There is plenty to do for the whole family on the resort, but we were also clise enough to visit mayan ruins and cenotes. The resort itself was beautifully appointed and the staff incredibly helpful and welcoming. If you go, do not miss the world class spa (wow). Also, to boot, there were iguanas, monkeys, birds, & other cool animals wandering about tge grounds. Oh, and make sure to arrange transport from the hotel from the airport, since taxis may be hard to come by during busy seasons. We highly recommend this place for a relaxing, beautiful family vacation.
Comment from Hotel Management
Dec 5, 2016 by Assistant Manager, Hotel Management
Dear Annette, Thanks a lot for your excellents comments about your last vacations with us and for such a delightful description of your experience at the Grand Palladium Riviera Maya. For us is really significant the feedback from our guests and is heartwarming to realize that our dedication is in the right path. Thank you again and please, if there is anything further we can do just let us know. We look forward to welcoming you and your friends back! Kind regards David Calvo
5 out of 5
Recommended
for Everyone
by A verified traveler from Missouri

Nice and relaxing

Posted Oct 26, 2015
We had a wonderful stay for our honeymoon. Even though it wasn't adult only we were still able to have our privacy!
Comment from Hotel Management
Nov 20, 2015 by Palladium honeymoon, Hotel Management
Dear Catie, I would like to thank you for your comments about your honeymoon in Palladium Riviera. Our commitment is to provide the best service and attention at all time to our guests. We can check that with you have got our aim. Thanks again and please, do not hesitate to contact us for any further comment or if you decide to visit us again. Best regards, Juan Toribio Assistant Manager
5 out of 5
Recommended
for Everyone
by A verified traveler from Santiago, Chile

Very nice, maybe too big

Posted Aug 20, 2015
We had a great time, the hotel, the food and the staff are mostly great. Things we would have improved: the activities at the kids club. On the babies club, there were too few adults per child, so it wasn't fun at all for them. My 3 year old daughter didn't want to stay. They just took care of them, no activities. Also, the staff of waiters (coffee, drinks, spoons, etc) need a little more attention. The food is wonderful, but you have to fight for a spoon or a fork.
Comment from Hotel Management
Nov 24, 2015 by Alejandro Martin, Hotel Management
Dear Carlos, First and foremost, thank you for your good comments about our hotel, this feedback is really important for us, as our aim every day is to improve our facilities and the quality of service that we provide to our clients. Thank you again and please let us know if there is anything further we can do from this end or if you decide to come back. We hope that we will have the opportunity to welcome you back to the resort and make your stay nothing but a delightful experience. Kind regards, Alejandro Martin Resident Manager