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
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.