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Located on the white sandy beaches in the Riviera Maya, 10 km from Playa del Carmen; Just imagine that you could spend the best family holiday ever in one of the best all inclusive resort, when we created this resort we took into consideration all the services, attentions and entertainment possible for everyone in your family, from the youngest to the adults. You can now add common areas such as restaurants, pools, beach, disco, theater and more of the Grand Riviera Princess. The rooms are spacious and comfortable for the whole family, 40 of them with direct access to the pool, designed with D...More details
Check-out ends at: 11:00
severalFree self parking
StoresRelax at the full-service spa, where you can enjoy massages, body treatments, and facials. You're sure to appreciate the convenience of ski-in/ski-out access at this hotel, which also features 2 indoo
Reception servicesFree self parking
Business Facilities / FacilitiesCoffee/Tea Maker
Family Club Christmas stay - above average to Good
Reviewed 1 january, 2022
Lots of mixed reviews on this resort upon booking, but we decided to take a chance - our main criteria is to accommodate for our 2 kids (5 years and 2.5 years), so liked the look of the larger rooms and kiddie pool. TLDR: overall, it was above average to good stay - there are some definite things that could have made it better, but we enjoyed the time we were there. don't expect 5 star luxury experience, but a solid family vacation. The Good: Rooms: We had the family club junior deluxe suite, which was a large room with a bunk bed, trundle bed, and they added in a crib (without being asked), along with a king bed for the parents. 2 chairs and a table, and a separate bathroom with a large jacuzzi tub. There was 2 kids pirate stuffies and a new bundle of sand toys/buckets that was a nice touch. Also a pair of kiddie robes was super cute. Staff: despite other reviews, we had good experiences with all staff - note that not all of them speak English well, but we are in a spanish speaking country, so fine with that. Everyone we interacted with was friendly and got us to whatever we needed. no issues. Beach: we enjoyed our time on the beach/sand quite a lot. the kids had hours of fun just sitting in the sand playing. depending on the weather that day, the amount of seaweed varies. but the beach was kept very clean, sand was soft, and the water was actually very pleasantly warm. had a sandbar that allowed you to walk quite a bit out waist deep. some vendors would walk around, but they weren't intrusive. Entertainment: in the middle of the plaza in the evening we saw 3 tenors which was excellent. at the theatre (mask required), we saw Moana (amazing!) and Aladin (so-so). Resort: the landscape, the building, overall was appealing, clean, and grand/spacious. Lots of wildlife animals which was entertaining for us to see (monkeys, iguana, Coatis (imagine long nose raccoons), and deer. There was trolley service that brought you from the front of lobby to the beach (5-8 mins walk) - note that other guests do not adhere to personal space and would try to jam in to the same seats with you (with or without mask) Amenities: the ice cream parlour is great, but wish they had a mini version by the beach. didn't use the gym. there was a casino room but was closed. Pirate kiddie pool (family club exclusive) is cute with kid sized lounge chairs. Check in/out: Family club members had their own reception desk away from the larger resort of Sunset. but only 1 working staff there. we were the only family checking in and out, so no line. Double check your incident bill as they double charged us which we caught and they corrected. Covid related: we saw lots of cleaning (rails, floors), the resort is large enough so easy to spread out if you want. at the buffet, you must sanitize before sitting, and you are given disposable gloves to use on the hand you would touch the common elements (utenisils/scoops). Would be better if there was some option for outdoor seating on all restaurants. Other guests do not always adhere to any personal space which unnerved us a few times (standing at the grill/egg station for example -WAY too close), and the trolley experience from above. The Ok: A La Carte Restaurants: there were several to choose from, the typical themes around the world: Mexican (ok), Asian (bad), Steakhouse (good), French (good) The Buffet: mixed review on this - my husband enjoyed the food at buffet, i was so so. some items were too salty, and some too bland. Good enough variety. Don't go to the family club Pirate buffet. it's smaller version of the buffet. The bad: Wifi: the most disappointing thing about the resort - wifi was super spotty, cuts in and out and was only 10% capable while in the room. in the lobby was fine. but if you have any hope of working/streaming while in room, or even just scrolling online while in bed, don't bet on this. Huge improvement needed here. You get a page that says you can upgrade to premium and we asked the concierge if that would indeed improve, and he said no, there really isn't any premium service right now, and the room connectivity simply wasn't great. Pool DJ/music: note in the main pool (not the family club pool area), the DJ does play explicit versions of songs with fBombs. so if you are sensitive to it for your kids, just be aware. Drinks: the non alcoholic drinks were all way too artificially fake and overly sweet (mango, strawberry), and pineapple juice/orange juice were watered down. We don't drink alcohol generally, so this is most disappointing for us as we would have love to enjoy the fruity drinks on the beach.
Below standard hotel - research before booking
Reviewed 29 december, 2021
We booked Grand Princess Riviera and were put in the Princess Family Club section - a hotel we now wish we skipped as it ruined our entire holiday in Mexico and ensured we never visit Playa Del Carmen again. Having stayed in 4 amazing hotels in Cancun and Tulum which were way better priced then the Princess Riviera.. we ended up at this disaster of a hotel and I felt sorry for the family for booking here. Its no where near 5 star - 2/3 at a stretch. *We requested to cancel our stay after the 1st day+night of issues and for the hotel to provide a refund of unused nights as a very simple resolution - they refused as our payment $$ was more important to them even if we did not enjoy our stay.* (management including the General Manager were contacted via in-person and email on all issue but they have chosen to ignore) This has to be one of the worst hotels we have ever stayed in. Food and Meals: We had confirmed dietary requirement on booking well in advance. Nothing was actioned by multiple teams and on day 1 we had one of the worst meals ever - and therefore literally starved through lunch and dinner. After raising our voices with discontent via escalation to catering manager, duty manager etc.. they realised the mess they created but there was not much care to help guests in this situation - they had our payment! The hotel just cannot handle it - the chef attempted to help with the meals but it was basic and we just had to make do the second night. It only got worse on the third night were we had to leave the restaurant without eating the inedible mains. As a grand finale they made us sit for 1.5hrs overall in the Mexican restaurant and after waiting 1hr for our mains we had to leave without eating. Others were having to do the same. On questioning the duty manager - he just stared at me without a response and walked back into his office! Breakfast and lunch buffet is appalling - if you are happy with food cooked hours before and it just sits there with a ‘free’ microwave for you to warm it then this is a perfect location! Its all made for mass turnover without a focus on quality. On one occasion, we asked for the chef on the grill to cook something fresh - he said no and pointed to the buffet saying its fresh - it was stone cold. The chef was busy chatting to his colleague we were interrupting anyway..! Room - we had requested for a specific room type but did not get that and had to deal with terrible beds but decided to just deal with it as there was no way the reception was going to help. Overall - It is a very large hotel that seems to book every room possible but not matching the staff, quality and service required. Its purely focused on providing cheap services/products. Be ready to queue for everything - you will have 1 bar tender for 12-15 people in a queue at each bar at most times. Covid safety - they give gloves for you pick own food (cheaper than staff helping) … but then let 50-60+ people congregate at the in-pool bar (no masks) in the middle of the hotel without any precautions. It was a clear covid spreader if all intensions were to keep people safe. Gym times are not as advertised on their app and confirmed with the ‘entertainment manager’ - when i called to check… the response was ‘oh well’. Very poor staff communication skills to resolve issues for a manager - but if you escalate, you can even enter the gym without booking (Book and arrive on time - normally policed like when you are late for school…Unless you know someone in the inside!) All other hotels we stayed at previous to this had no problems with communication in the kids club. This place was a total mess and they could not ever properly verify their opening times. We would not rate this kids club at all compared to other hotels in Cancun. Its was near empty and there was a reason. We did our best to resolve issues at all levels of the Princes Riviera team - the response was appalling and looking forward to the ‘cover up’ response to this review by the hotel. The booking (.com) agent we booked through also recommended to leave a 1* review as they got fed up of chasing and resolving with the Princess Riviera. I would rethink and do research before booking this hotel - so many better options if you are paying for quality where you can relax and enjoy.
Reviewed 29 december, 2021
We spent 5 nights here over Christmas with our two kids, ages 5 and 2. If you stay here you are staying in a part of the Grand Riviera Maya hotel, so read reviews for that because the only difference is the location of your room. Family club rooms are farther away from the beach but by the kids pool and ice cream parlor. You will have a pleasant family vacation here provided your expectations are appropriate. The good: Kids loved the bunk beds and pirate stuffies, and the room was bigger than most hotel rooms I saw for similar prices Big resort with lots of pools to choose from. Monkeys, Coates, Iguanas roam free. Seeing them was always exciting for my kids (and me!) The shows were surprisingly good, particularly the Magic show and Moana. We also saw Aladdin and the horror show, which weren’t as good but my kids liked them. Note shows start at 8:30, which is late for us. We would have liked an earlier show time since we tended to eat earlier. They did have popcorn in the back by the bar in the theatre if you asked for it. Beach was what you would expect from a Cancun beach. Too much seaweed but plenty of chairs. Water was warm ish. Kids liked the pirate pool, the playground, and my son enjoyed the kids club activities. Ice cream parlor is a hit for the kids. Ice cream was just average and not many options but kids don’t care. My 2 yo loved the free sand toys they gave us. Overall my kids had an amazing time, and it was a great family vacation. The bad: Thus isn’t a 5 star resort. It’s 3.5-4 on a good day. But I read reviews and knew it so you get what you pay for. During Christmas time this place was several hundred dollars less than other resorts with similar reviews. Food was overall disappointing. We really enjoyed the food at the Hibachi restaurant and the cooking show but the rest of the restaurants were just ok, and even at the Hibachi they made us wait 45 mins past our reservation to start cooking. Buffets were also just ok, sometimes bad. Lots of tasteless food. Even the guacamole was not good. Pirate Buffet was disgusting. Drinks were not particularly good. Service was poor. Restaurants were slow, housekeeping failed to clean our room one day then said they would be there in 5 mins, didn’t show up, said it would be more than 15 mins, so I got the kids in the bath, then they showed up, so I scrambled to get the kids out of the bath and wait on the balcony. Safe in room didn’t work. We complained but it was never fixed. They don’t let you in your room before 3 on the day you arrive even though it most certainly was ready. No drink service at the beach and only one small bar so lines were long, like 20 mins. Not a good choice if you are worried about COVID outbreaks. Minimal outdoor dining options unless you just want to eat tacos and hamburgers, and all the restaurants are pretty closed up. Theatre also pretty closed up with people eating and drinking inside. Booking dinner reservations is annoying. You have to do it on their website up to 3 nights in advance but you can’t do it until you check in so by the time you get there they only have late times or no times available for the first 3 nights. Also if you think oh I’ll take the 9:15 pm reservation and will check back later to see if anything opens up you can’t do it. You have to cancel your current reservation just to see if anything more desirable is available at any restaurant. But if you cancel you will probably end up without a dinner reservation. Plus the concierge told me new bookings open up at 7 pm three days prior. When I went to check at that time only the 6 pm slot was available which was a little early. I always took it because we wanted a reservation but then I couldn’t check back later for other times because I would risk losing my booking. I assume they released other times later but never tested that. Did I mention the food was disappointing? Pro tip: We didn’t book a swim up room and were glad we didn’t. Pools in general were cold most days (no heated pools) and swim up rooms face the shade so the water was icy. No hot tubs to make up for the cold pools. I would be less annoyed at this place if it didn’t hold itself out as a 5 star resort - even Expedia lists it as 5 stars. This is not a luxury all inclusive. But it’s a perfectly fine 3.5-low 4 star family resort if you are looking for a budget friendly option and gourmet food/ good drinks isn’t that important. We won’t be back because there are so many options out there to try and we won’t settle for meh, but we made some good family memories.
Staff is incompetent - could have been 3.5 star - 4 star resort easily
Reviewed 14 december, 2021
I traveled here Early December 2021, weather and conditions were perfect. I came with the expectations of a 3 star resort considering the price I paid. I traveled with my husband and 2.5 year old toddler as well as two other families with toddlers. RESORT (FACILITIES, BEACH/POOL): Fabulous. Amazing, pretty, clean, and very large. There is soooo many pools and many many lounge chairs. We never had an issue with finding a chair at all. We actually never went to the main pools because we have a toddler so we stuck with the Family Club pool and water park which was perfect for our 2.5 year old toddler. The water was only a foot deep, it was a little cold but bearable. When we visited the main pools, there was plenty of space and chairs. That section is definitely more party and lively but there are pools that are quieter. The beach is really nice. They have many straw huts that provide a lot of shade. We were able to grab some seats by these huts on one of the days we went to the beach. I had no issue with seaweed. Many many beach chairs available. We were not able to get a good view of the sunset though. Shuttles were easy to access and came pretty often. We never really had to wait longer than 10 minutes for one. It was a nice quick ride to the beach. extra: lots of Mexican raccoons, iguanas, and deer roaming around! So cute! FAMILY CLUB AND ROOM: Almost Perfect. We were in the Family club room. It was very large and clean and they provided us with everything we needed (beach toys, push car rental, stroller rental, bathrobes) . Love the soaking tub. They wouldn't let my 2.5 year old in the Kids club though. Only from 1-2 pm apparently... No good view. They also need to have more bottle warmers available. Ice cream shop definitely a huge plus! FOOD AND ALCOHOL: Hit and miss. 3 stars for food Guac is really good. On one of the nights, they served large oxtail stew, that was by far the yummiest. Teppenyaki was ok, La Hacienda was ok too. The Vaqueria was the best out of the specialty restaurants but the steak quality was quite poor. The reservation system needs to be improved, we were only able to book a specialty restaurant 3 out of 5 nights we were there. However, all the restaurants seemed to be able to accommodate more families despite the reservation system saying that they were fully booked. They did not accept walk ins. Sports Bar needs some chicken wings. Alcohol is readily available and they do put a good amount of alcohol in each drink SERVICE: 1-2 stars. I hated dealing with the staff here!!!! Upon arrival: I asked a staff member "where does family club check in?". He directed me to the normal check in line. I waited 1 hr in the checkin line to find out that I'm in the wrong place!!!! Before I booked the hotel: I called them ask if the Kids Club is open to toddlers (2.5 year old). whoever answered told me yes it is. He told me that as long as I'm there to supervise my toddler, I can go in whenever I want. When I arrived at the Kids Club, the lady told me its only available from 1-2 for any kid under 4 year old!!!! Its so frustrating because thats my kids' nap time. Its also so stupid because I'm not asking them to watch my kid, I just want somewhere for her to play indoors sometime! Another instance is that I asked a staff member if they have a shuttle going to Playa del carmen. He told me no. Next day, I see a flyer on the concierge desk listing the shuttle prices and times!!!!! All throughout the stay, I felt like the staff didn't really know anything besides exactly what they were trained to do. If they didn't know the answer to the question, they just answered "Yes" instead of trying to find out what the answer is. Most of the staff was nice enough, but never did they try to go above and beyond to provide service. I was especially annoyed with the Kids Club staff member who gave me a lot of attitude(rolling eyes, no smiling) for just wanting to use the Kids Club! The family club concierge was rarely there, we saw them 50% of the time. My daughter really wanted a push car to rent but we couldn't rent it without the concierge. The receptionist told us the concierge will come at 9:30 and to come back to get it. I came back about 9:25 and another family got it already..... The family club concierge issue was so annoying. Upon leaving, we just want to return the cars. We were told we needed to wait for the concierge for that too. So we waited for the other family to finish up with the concierge while the receptionist was not doing anything. When the other family was finished, the concierge just took the rental cars without any documentation or anything! Why couldn't the receptionist do this?! It seems like everyone is only capable of one task and incapable of branching out. Waste of my time. Once we figured out the resort and didn't need the staff anymore, we thought it was a great resort. It could've easily been a 4 star. Very disappointed with the staff here.
Great Experience & Amazing Memories
Reviewed 9 november, 2021
I had a blast coming to this resort. I was a bit skepty at first, but so glad we did. We traveled with my 74yr old grandma in a wheel chair, my 11yr old son, 9yr old daughter and husband. There was something to do for all of us, never a dull moment. Everyone was super kind, friendly and attended to my grandma. The wheelchair was never an issue, always accommodated for. The party pool was my favorite and where we spent most of our time, as there were drinks for the adults, a nice shaded area for grams and shows/games for the kids. Both my children participated in different contests and games, my son won a shirt! The food was nothing more than you would expect from a resort, still pretty good and not something to complain about it. We actually ate plenty, back to back. The kids favorite part was the Heladeria. Every day on our walk back to our room, we'd stop by for our dose of ice cream. Alfredo C. and Miguel S. were always so friendly, they made our ice cream that much better. I don't typically do a single resort more than once, considering there are always so many to try. However, I have considered going to Grand Riviera Princess resort once again.