Ratings based on 2,184 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
1 out of 5
by A verified traveler from los angeles CA

Got sick from food!!!

Posted Jun 14, 2017
We've been to cancun before and we've never experienced getting sick from the resorts food. This place food was horrible with no flavor. We found a large dark pubic hair in our food from where we were feeding our 11 month old daughter. My wife and I got really sick with vomit, diarrhea and dizziness and the hotel was trying to charge us $120 each to see a doctor. It was ridiculous bc they got us sick in the first place, so we refused to pay. It was our fourth day there and the supervisor was trying to argue that we got sick from somewhere else when we never left the resort. I wanted to leave home early they got me really upset and I will never return to this resort again!!!
Comment from Hotel Management
Jun 17, 2017 by Pilar Orti, Hotel Management
Dear guest, Thank you so much for taking the time to leave us your feedback on your recent experience at Grand Riviera Princess. Concerning the food please know that we have very strict controls for hygiene, which are supervised by Cristal, and external health and safety organization, conducts regular inspections of hygiene and quality that verifies our cleaning measures; I assure you that our dishes and glasses are cleaned by industrial machines and not by hand. Regarding our culinary offerings, please know that the buffets restaurants and our seven specialties restaurants offer daily new gourmet dishes made from the freshest ingredients. We are very sorry about your experience, but a stomach illness has a 14 days incubation process, not 4 days. We offered you the possibility to pay the doctor service if you need it, but the hotel can´t take any responsibility because there weren´t other guests sick at the hotel during your stay, and everyone has eaten the same food. Nonetheless, I have discussed your comments with our Executive Chef, as they help us to improve our service. Sincerely,
5 out of 5
Recommended
for Everyone
by A verified traveler from Arizona

Wonderful experience - amazing staff!

Posted Jun 10, 2017
This is a beautiful resort. Nice, big rooms. The facility is great- lots of pools, fun activities at the pools, easy beach access. It is a big resort but not so big that you cannot walk from one end to the other, but they do offer shuttle service. We loved that all food and drink were included, but the food was just ok; we really wish the food had been better, and the food at the buffets was not hot. Every staff member we encountered was awesome. Friendly, cheerful, and wanted to make sure we were having a great time. I felt safe and secure at all times at the resort. I hope to go back again soon and will take advantage of nearby excursions next time.
Comment from Hotel Management
Jun 13, 2017 by Pilar Orti, Hotel Management
Dear Joyce, Wow! Thank you for your amazing review! Our guests satisfaction is our best reward. We hope to have the pleasure to host you again very soon. Do not hesitate to contact me if you have any special request to community.riviera@princess-hotels.com Best wishes and Kind regards
4 out of 5
Recommended
for Everyone
by A verified traveler from Miami, Fl

Posted Jun 10, 2017
Overall our stay was very nice. Hotel employees we're helpful and attentive. The variety of food was good. I would recommend this hotel.
Comment from Hotel Management
Jun 11, 2017 by Pilar Orti, Hotel Management
Dear German, Thank you so much for taking the time to leave us your feedback on your recent anniversary experience at Grand Riviera Princess. We are absolutely delighted to read that you enjoyed your stay, and appreciate the proactivity and kindness of our staff. Our staff attaches a great importance to our guests’ well-being and has the pleasure to make unforgettable experiences for you at each visit. We are looking forward to welcoming you again, Best regards from México!
5 out of 5
Recommended
for Everyone
by A verified traveler

Playa del Carmen vacation

Posted Jun 10, 2017
Wonderful and hardworking staff and that definitely went above and beyond. Staff was extemely friendly and always willing to help. The room upgrade was great and my cousin and I were very pleased with the service. The rooms were very clean.
Comment from Hotel Management
Jun 11, 2017 by Pilar Orti, Hotel Management
Dear guest, Wow! 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,
4 out of 5
Recommended
for Everyone
by A verified traveler

Close to the beach

Posted Jun 8, 2017
Pros: Very clean, great staff. Great for families.
Cons: Pillow and mattress was too hard. When I asked for a softer pillow I was told that I had to leave a $20. deposit.
Location: Cannot walk to anything nearby, in fact, can't even walk to main lobby from Platinum suite because resort is so huge.
Platinum suite was closer to the beach than I thought, just a 5 minute walk. Balcony opened up to beautiful view of the water. Stay in Platinum if you want to be near beach, but not if you want to be near the buffets, restaurants and action.
Comment from Hotel Management
Jun 9, 2017 by Pilar Orti, Hotel Management
Dear guest, 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,
4 out of 5
Recommended
for Everyone
by A verified traveler

Our vacation stay was very nice with one exception

Posted Jun 8, 2017
Pros: Grounds were very nice, service and employees very nice
Cons: Food. Very bad Mexican food in Mexican restaurant. What?? This is Mexico. Come on, hire some good head chefs. Also, their Steak house was horrible.
Location: Nice location near town.
Very nice resort for the money. The one issue I had was I purchased a bottle of Tequila from a vendor at one of the resorts pool side and charged it to my room. At check out I noticed I was charged twice for this purchase. The front desk clerk said they cannot trace the transaction. What?? the receipt has reference numbers. Because we had to leave to the airport I had no time to pursue the issue. When I got home I called the Grand Riviera Princess and went over the issue. They told me to email their accounting dept. and attach copy of hotel receipt with the item in question highlighted and copy of credit card used to pay the resort bill. I sent this information on May 28, 2017 and have not heard from them since. The resort should have reliable vendors on its property and not overcharge its guest. I am very disappointed, it was a relatively small charge of 390 pesos but I feel the resort/vendors are nickel and diming me. I would never purchase anything again from property vendors.
Comment from Hotel Management
Jun 11, 2017 by Pilar Orti, Hotel Management
Dear guest, Thank you so much for taking the time to send you your comments. 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 have taken notes regarding your experience at the Mexican restaurant; we will share them with our food and beverage manager in order to keep improving. We hope that despite your last stay, you will give us another opportunity to demonstrate the high quality standards our brand is known for. Sincerely,
4 out of 5
Recommended
for Everyone
by A verified traveler from Washington, DC

Pleasant vacation!

Posted Jun 8, 2017
Pros: The staff is very friendly!
Cons: The beach! there are so many rocks!!
Location: 5th Avenue is close by, and it was a fun trip for a few hours.
This hotel was beautiful, there was so much to do and when we checked in, they upgraded us to privilege at no additional cost. It was a huge difference, and we loved it! Highly recommend!
Comment from Hotel Management
Jun 9, 2017 by Pilar Orti, Hotel Management
Dear Mariana, 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,
5 out of 5
Recommended
for Everyone
by A verified traveler from New York

Amazing hotel

Posted Jun 7, 2017
I had the most amazing vacation in this hotel. My girlfriend and I stayed at the hotel for 7 days and 6 night and I'm telling you, I could've stayed there for longer. The food was amazing! There was a good variaty of restaurants. The room we had chosen was very nice and comfortable. It had a pool connected to the balcony and a very nice jaccuzzi inside. Waking up to that view was one of my favorites. There was a nice and relaxing view everywhere. I was beyond satisfy with the service at this hotel. Everyone was very nice and humble. Everywhere I walked there was someone greeting me with a beautiful smile. We felt very welcomed. Just wished the beach was a bit cleaner and less rocks.
Comment from Hotel Management
Jun 9, 2017 by Pilar Orti, Hotel Management
Dear guest, Thank you so much for taking the time to leave us your feedback on your recent experience at Grand Riviera Princess. We are pleased to know you had a delightful stay with us and that we were able to fulfill all your expectations. We strive in having a great ambiance to satisfy all the needs of our valued guests, so we are delighted to read you enjoyed your stay with us. We will love to host you again, Sincerely
2 out of 5
by A verified traveler from Philadelphia

close to the beach and has many activities.

Posted Jun 7, 2017
I will not stay at the Riviera Princess again. This was my 3rd visit but poor experience this time. Beer cans and cigarette butts in the pool, raccoon like animals (coati) running amok on the property taking food from your plate while eating at the beach, their big pieces of poop around pool lounge chairs, poor and slow customer service to address your concerns, blood on the duvet. I brought five new guests with me and I was embarrassed by all the problems we encountered. Ironically, we met other Travellers on the return flight who had a very similar experience.
Comment from Hotel Management
Jun 9, 2017 by Pilar Orti, Hotel Management
Dear MJ, Thank you so much for taking the time to send you your comments, we are sorry for all the inconveniences you might experience during your third stay. Our housekeeper team works 24/7 to keep the rooms and the grounds in perfect conditions. As in any large property we have a continuous maintenance plan in place. We are sorry if this caused you any inconvenience. Your experiences regarding the service are in no way representative of the usual positive feedback we receive. We will review each point with our guest service department. We hope that despite your last stay, you will give us another opportunity to demonstrate the high-quality standards our brand is known for. Sincerely,
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jun 6, 2017
Concierge were unfriendly Room were not ready at time of arrival
Comment from Hotel Management
Jun 6, 2017 by Pilar Orti, Hotel Management
Dear guest, Thank you for taking the time to share your experiences with the Expedia community. 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 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. We hope to have a second opportunity to demonstrate you the high-quality standards we are known for. Sincerely,