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Grand Residences Riviera Cancún All Inclusive

5.0 star property
Luxury hotel on the beach, with 3 outdoor pools

Choose dates to view prices

your current months are January, 2025 and February, 2025.
January 2025
February 2025

Photo gallery for Grand Residences Riviera Cancún All Inclusive

3 outdoor pools, pool umbrellas, sun loungers
View from property
On the beach, white sand, sun loungers, beach umbrellas
Microwave, espresso maker
Exterior
VIP Access

Reviews

9.4 out of 10

Exceptional

Popular amenities

  • Bar
The price is NT$11,704
NT$16,467 total
includes taxes & fees
Jan 31 - Feb 1

Perks for members at select top-rated stays

Our Silver and Gold members get perks at select VIP Access properties, on top of exceptional service.
Silver tier member
A perk like food and drink extras, free breakfast, or parking credits
Gold tier member
Room upgrades when available, plus Silver perks

Room options

Available filters for rooms
Showing 10 of 10 rooms

View all photos for Junior Suite King Bed

Junior Suite King Bed | Premium bedding, minibar, in-room safe, desk

Junior Suite King Bed

Highlights

Furnished balcony
Soundproofed
Private indoor spa tub
Air conditioning
Connecting rooms available
Free cribs/infant beds
Kitchenette
Refrigerator
  • 15 Ping (50 square meters)
  • Resort view
  • Sleeps 3
  • 1 King Bed and 1 Twin Murphy Bed

View all photos for One Bedroom Master Suite Beachfront

Premium bedding, minibar, in-room safe, desk

One Bedroom Master Suite Beachfront

Highlights

Furnished balcony
Separate dining area
Separate sitting area
Soundproofed
Private indoor spa tub
Air conditioning
Connecting rooms available
Free cribs/infant beds
  • 40 Ping (132 square meters)
  • Beach view
  • Sleeps 5
  • 1 King Bed and 3 Twin Murphy Beds

View all photos for Family Suite, 2 Bedrooms

Family Suite, 2 Bedrooms | Premium bedding, minibar, in-room safe, desk

Family Suite, 2 Bedrooms

Highlights

Furnished balcony
Separate dining area
Separate sitting area
Soundproofed
Private indoor spa tub
Air conditioning
Connecting rooms available
Free cribs/infant beds
  • 67 Ping (222 square meters)
  • Resort view
  • Sleeps 8
  • 2 King Beds and 4 Twin Murphy Beds

View all photos for Family Suite, 3 Bedrooms

Family Suite, 3 Bedrooms | Premium bedding, minibar, in-room safe, desk

Family Suite, 3 Bedrooms

Highlights

Furnished balcony
Separate dining area
Separate sitting area
Soundproofed
Private indoor spa tub
Air conditioning
Connecting rooms available
Free cribs/infant beds
  • 85 Ping (281 square meters)
  • Resort view
  • Sleeps 10
  • 2 King Beds, 4 Twin Murphy Beds and 2 Double Beds

View all photos for Master Suite

Premium bedding, minibar, in-room safe, desk

Master Suite

Highlights

Furnished balcony
Separate dining area
Separate sitting area
Soundproofed
Private indoor spa tub
Air conditioning
Connecting rooms available
Free cribs/infant beds
  • 40 Ping (132 square meters)
  • Resort view
  • Sleeps 5
  • 1 King Bed and 3 Twin Murphy Beds

View all photos for Junior Suite Beachfront

Junior Suite Beachfront | Premium bedding, minibar, in-room safe, desk

Junior Suite Beachfront

Highlights

Furnished balcony
Soundproofed
Private indoor spa tub
Air conditioning
Connecting rooms available
Free cribs/infant beds
Kitchen
Plasma TV
  • 15 Ping (50 square meters)
  • Beach view
  • Sleeps 3
  • 1 King Bed and 1 Twin Murphy Bed

View all photos for Family Suite, 2 Bedrooms, Beach View

47-inch plasma TV with cable channels, TV, DVD player

Family Suite, 2 Bedrooms, Beach View

Highlights

Furnished balcony
Separate dining area
Separate sitting area
Soundproofed
Private indoor spa tub
Air conditioning
Connecting rooms available
Free cribs/infant beds
  • 67 Ping (222 square meters)
  • Beach view
  • Sleeps 8
  • 2 King Beds, 3 Twin Murphy Beds and 1 Double Bed

View all photos for Suite, 1 Bedroom, Private Pool

Suite, 1 Bedroom, Private Pool | Terrace/patio

Suite, 1 Bedroom, Private Pool

Highlights

Furnished balcony
Separate dining area
Separate sitting area
Soundproofed
Private pool
Private indoor spa tub
Air conditioning
Connecting rooms available
  • 88 Ping (291 square meters)
  • Sleeps 5
  • 1 King Bed and 3 Twin Murphy Beds

View all photos for Junior Suite with Jacuzzi

Premium bedding, minibar, in-room safe, desk

Junior Suite with Jacuzzi

Highlights

Furnished balcony
Soundproofed
Private indoor spa tub
Air conditioning
Connecting rooms available
Free cribs/infant beds
Kitchenette
Plasma TV
  • 15 Ping (50 square meters)
  • Sleeps 4
  • 2 Double Beds

View all photos for Family Suite, 3 Bedrooms, Beach View

Premium bedding, minibar, in-room safe, desk

Family Suite, 3 Bedrooms, Beach View

Highlights

Furnished balcony
Separate dining area
Separate sitting area
Soundproofed
Private indoor spa tub
Air conditioning
Connecting rooms available
Free cribs/infant beds
  • 85 Ping (281 square meters)
  • Beach view
  • Sleeps 10
  • 2 King Beds, 3 Twin Murphy Beds and 3 Double Beds

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The price is NT$10,231
NT$12,442 total
includes taxes & fees
Jan 13 - Jan 14
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About the neighborhood

Map
Blvd. El Cid, Unidad 28 y 29, SM 3, Mz 20, Lote 01, Puerto Morelos, QROO, 77580

What's nearby

  • Puerto Morelos Town Square - 4 min drive - 3.4 km
  • Ojo de Agua Beach - 7 min drive - 3.5 km
  • Dr. Alfredo Barrera Marin Botanical Garden - 11 min drive - 7.9 km
  • Crococun Zoo - 12 min drive - 8.8 km
  • Puerto Morelos Beach - 13 min drive - 6.4 km

Getting around

  • Cancun Intl. Airport (CUN) - 30 min drive

Restaurants

  • ‪Ile de France - ‬18 min walk
  • ‪Arrecife Restaurant - ‬15 min walk
  • ‪La Alhambra - ‬15 min walk
  • ‪Trattoria D'Gulio - ‬17 min walk
  • ‪Zan-Za Bar - ‬18 min walk

About this property

Grand Residences Riviera Cancún All Inclusive

Luxury all-inclusive hotel by the sea
At Grand Residences Riviera Cancún All Inclusive, you can look forward to a free roundtrip airport shuttle, 2 poolside bars, and a swim-up bar. This hotel is a great place to bask in the sun with a white sand beach, beachfront dining, and a beach bar. Treat yourself to a facial, a massage, or a manicure/pedicure at the onsite spa. At the 3 on-site restaurants, enjoy breakfast, brunch, lunch, dinner, and international cuisine. In addition to a grocery/convenience store and a terrace, guests can connect to free in-room WiFi.
You'll also enjoy the following perks during your stay:
  • 3 outdoor pools and a children's pool, with sun loungers, pool umbrellas, and a swim-up bar
  • Free self parking and valet parking
  • 2 outdoor tennis courts, express check-out, and babysitting (surcharge)
  • ATM/banking services, an elevator, and 1 meeting room
  • Guest reviews speak highly of the beach locale, pool, and helpful staff
Room features
All 144 rooms boast comforts such as private indoor spa tubs and 24-hour room service, in addition to perks like premium bedding and furnished balconies. Guest reviews speak positively of the clean rooms at the property.
More amenities include:
  • Rainfall showers, designer toiletries, and separate tubs/showers
  • 47-inch plasma TVs with cable channels and DVD players
  • Wardrobes/closets, LED light bulbs, and microwaves

All inclusive details

This hotel is all-inclusive. Onsite food and beverages are included in the room price (some restrictions may apply).

Gratuities and taxes

Gratuities are included and additional gratuities at guests' discretion are accepted.

Food and beverages

Buffet and à la carte meals and snacks included
24-hour room service (limited menu)
In-room minibar (all beverages included)

Activities and facilities/equipment

All onsite activities and use of facilities and equipment are included.

Languages

English, Spanish

Property amenities

Internet

  • Available in all rooms: Free WiFi
  • Available in some public areas: Free WiFi

Parking and transportation

  • 24-hour free roundtrip airport shuttle on request
  • Free self parking on site
  • Free valet parking on site
  • Limited onsite parking
  • Wheelchair-accessible parking available

Food and drink

  • 2 poolside bars
  • 3 bars/lounges
  • 3 restaurants
  • A beach bar
  • A coffee shop/cafe
  • A swim-up bar
  • Coffee and tea in common areas
  • Couples/private dining
  • Snack bar/deli

Restaurants on site

  • El Faro Grill
  • Flor de Canela
  • Heaven Beach Bar
  • Lobby Cafe and Bar
  • Pool Bar

Things to do

  • 2 outdoor tennis courts
  • 24-hour health club
  • 3 outdoor pools
  • Arcade/game room
  • Bicycle tours
  • Children's pool
  • Free children's club
  • Full-service spa
  • Playground
  • Spa tub

Family friendly

  • 3 outdoor pools
  • Arcade/game room
  • Children's games
  • Children's pool
  • Children's toys
  • DVD player
  • Free children's club
  • Free supervised activities for children
  • Grocery/convenience store
  • In-room babysitting (surcharge)
  • In-room microwave
  • Laundry facilities
  • Playground
  • Snack bar/deli
  • Soundproofed rooms

Conveniences

  • 24-hour front desk
  • ATM
  • Gift shop/newsstand
  • Grocery/convenience store
  • Hair salon
  • Laundry facilities
  • Luggage storage
  • Safe at front desk

Guest services

  • Concierge services
  • Housekeeping (daily)
  • Multilingual staff
  • Porter/bellhop
  • Tour and ticket assistance
  • Turndown service
  • Wedding services

Business services

  • Business center
  • Computer station
  • Conference center (1,507 square feet of space)
  • Meeting room

Outdoors

  • Beach loungers
  • Beach towels
  • Beach umbrellas
  • Garden
  • In a regional park
  • On the beach
  • On the waterfront
  • Pool loungers
  • Pool umbrellas
  • Terrace

Full-service spa

  • 2 treatment rooms
  • Aromatherapy
  • Facials
  • Hot stone massages
  • Manicures/pedicures

Accessibility

  • If you have requests for specific accessibility needs, please contact the property using the information on the reservation confirmation received after booking.
  • Accessible airport shuttle
  • Elevator
  • Wheelchair-accessible parking

More

  • 5 floors
  • 7 buildings
  • At least 80% lighting from LEDs
  • Built in 2013
  • Comprehensive food waste policy
  • Comprehensive recycling policy
  • Designated smoking areas
  • Double-glazed windows
  • Humane treatment of captive wild animals
  • Local artist showcase
  • Local culture and ecosystem education
  • Locally-owned and organized tours and activities
  • Vegan dining options
  • Vegetarian dining options

Room amenities

Bedroom

  • Blackout drapes
  • Pillow menu
  • Premium bedding

Bathroom

  • Bathrobes
  • Designer toiletries
  • Hair dryer
  • Rainfall showerhead
  • Separate bathtub and shower
  • Shampoo
  • Slippers
  • Soap
  • Toilet paper
  • Toothbrush and toothpaste
  • Towels provided

Entertainment

  • 47-inch plasma TV with cable channels
  • DVD player
  • iPod dock

Food and drink

  • 24-hour room service
  • Champagne service
  • Espresso maker
  • Free bottled water
  • Microwave
  • Minibar

More

  • Air conditioning (climate-controlled)
  • Ceiling fan
  • Connecting rooms available
  • Desk
  • Energy-saving switches in guestrooms
  • Free local calls
  • Iron/ironing board
  • Laptop-compatible safe
  • LED lighting
  • Phone
  • Soundproofed rooms
  • Water-efficient showers
  • Water-efficient toilets

Policies

Check-in

Check-in start time: 4:00 PM; Check-in end time: midnight
Early check-in subject to availability
Contactless check-in available
Late check-in subject to availability
Minimum check-in age: 25

Check-out

Check-out before 11 AM
Contactless check-out available
Late check-out subject to availability
A late check-out fee will be charged
Express check-out available

Special check-in instructions

This property offers transfers from the airport; to arrange pick-up, guests must contact the property 48 hours prior to arrival, using the contact information on the booking confirmation
Guests will receive an email 2 weeks before arrival with check-in instructions; front desk staff will greet guests on arrival
To make arrangements for check-in please contact the property at least 72 hours before arrival using the information on the booking confirmation
If you are planning to arrive after midnight please contact the property in advance using the information on the booking confirmation
For more details, please contact the property using the information on the booking confirmation
The credit card used to book the reservation must be presented by the cardholder at check-in along with matching photo identification.
Guests who require airport shuttle pickup service must contact the property at least 48 hours in advance with their arrival details.
Guests with multi-day reservations who stay on Saturday night may need to be relocated to another similar unit.
This property offers airport shuttle pickup service from Cancun International Airport only.

Access methods

Staffed front desk

Pets

Pets not allowed

Children and extra beds

Children are welcome
Rollaway/extra beds are not available

Property payment types

Important information

Fees

You'll be asked to pay the following charges at the property. Fees may include applicable taxes:

  • Deposit: MXN 3800.00 per night
  • A tax is imposed by the city: MXN 32.57 per accommodation, per night

We have included all charges provided to us by the property.

Optional extras

  • Late check-out is available for a fee (subject to availability)

The above list may not be comprehensive. Fees and deposits may not include tax and are subject to change.

You need to know

Extra-person charges may apply and vary depending on property policy
Government-issued photo identification and a credit card may be required at check-in for incidental charges
Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed
This property accepts credit cards; cash is not accepted
Cashless transactions are available
Long-term renters welcome
This property uses a grey water recycling system
Safety features at this property include a fire extinguisher, a security system, and window guards
Please note that cultural norms and guest policies may differ by country and by property; the policies listed are provided by the property
Guests staying through a Saturday night may be required to move rooms with hotel assistance.

We should mention

Reservations are required for massage services and spa treatments; reservations can be made by contacting the property prior to arrival, using the contact information on the booking confirmation
Only registered guests are allowed in the guestrooms
The property has connecting/adjoining rooms, which are subject to availability and can be requested by contacting the property using the number on the booking confirmation

Property is also known as

Cancun Residences
Grand Residences Cancun
Grand Residences Riviera
Grand Residences Riviera Cancun
Grand Residences Riviera Cancun Maya Mexico - Puerto Morelos
Grand Residences Riviera Cancun Condo Puerto Morelos
Grand Residences Riviera Cancun Puerto Morelos
Grand Residences Riviera Cancun Condo
Grand Residences Riviera Cancun Resort Puerto Morelos
Grand Residences Riviera Cancun Resort
Resinces Riviera Cancun Puert

Frequently asked questions

Does Grand Residences Riviera Cancún All Inclusive have a pool?

Yes, this property has 3 outdoor pools and a children's pool.

How much does it cost to stay at Grand Residences Riviera Cancún All Inclusive?

As of 2025/1/7, prices found for a 1-night stay for 2 adults at Grand Residences Riviera Cancún All Inclusive on 2025/1/31 start from NT$11,704, excluding taxes and fees. This price is based on the lowest nightly price found in the last 24 hours for stays in the next 30 days. Prices are subject to change. Choose your dates for more accurate prices.

Is Grand Residences Riviera Cancún All Inclusive pet-friendly?

No, pets are not allowed at this property.

How much is parking at Grand Residences Riviera Cancún All Inclusive?

Self parking and valet parking are free at this property.

What time is check-in at Grand Residences Riviera Cancún All Inclusive?

Check-in start time: 4:00 PM; Check-in end time: midnight. Late check-in is available during limited hours.

What time is check-out at Grand Residences Riviera Cancún All Inclusive?

Check-out is at 11 AM. Late check-out is available for a fee (subject to availability).

Does Grand Residences Riviera Cancún All Inclusive provide a shuttle to the airport?

Yes, there's a free airport shuttle that runs on request.

Are there all-inclusive benefits at Grand Residences Riviera Cancún All Inclusive?

Yes, the property is all-inclusive.

Where is Grand Residences Riviera Cancún All Inclusive located?

Located in Puerto Morelos, this beachfront hotel is in a regional park and within 3 mi (5 km) of Arrecife de Puerto Morelos National Park, Ojo de Agua Beach, and Puerto Morelos Artists’ Cooperative. San Jose Catholic Parish and Puerto Morelos Town Square are also within 3 mi (5 km).

Grand Residences Riviera Cancún All Inclusive Reviews

Reviews

9.4

Exceptional

Rating 10 - Excellent. 731 out of 918 reviews" "
Rating 8 - Good. 106 out of 918 reviews" "
Rating 6 - Okay. 42 out of 918 reviews" "
Rating 4 - Poor. 18 out of 918 reviews" "
Rating 2 - Terrible. 21 out of 918 reviews" "

9.8/10

Cleanliness

9.6/10

Staff & service

9.2/10

Amenities

9.8/10

Property conditions & facilities

9.2/10

Eco-friendliness

Reviews

10/10 Excellent

rima

Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful property
Stayed 2 nights in Jan 2025

10/10 Excellent

Anthony, San Francisco

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent Resort and the master suit was amazing. All of the staff that we interacted with were very friendly and super accommodating. The food was really good but typically for an all inclusive, nothing that stood out. The resort got very quiet and night, 9pm. I believe the lobby bar closed at 10:30pm. Some may like this although I would prefer just a little more action past 10pm. This is a wonderful resort for families. Huge thank you to the Karaoke and pool entertainers, they made the trip extra special.
Stayed 3 nights in Dec 2024

8/10 Good

keith

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property was better than expected, from the transportation to and from the airport. The concierge was there for. our needs. The pools and beach were just what we wanted. Our junior suite was very roomy for us. The whole staff was very attentive to our needs. This was our first time at the resort we will be back again.
Stayed 6 nights in Dec 2024

10/10 Excellent

suchisubhra

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Enjoyed our stay. Everything was perfect.
Stayed 5 nights in Dec 2024

10/10 Excellent

Seyedeh Sareh Majidi

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Dec 2024

8/10 Good

Charles king Cheong

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It’s not really convenient to go out to buy from grocery stores. The store inside is very small. The customer service is excellent and cleanliness as well. The place is quiet near the beach and less crowded.
Stayed 5 nights in Dec 2024

6/10 Okay

Song

Traveled with family
Liked: Cleanliness
This "luxury " resort experience would have been much much better if it weren't for the persistent timeshare marketing push as soon as you entered the hotel. This is a second all inclusive vacation experience we have had in Cancun and I guess it is common. Big fault was mine for not setting a better expectations at an all-inclusive place. Luxury or not, their goal and push is the same. Tips from more experienced travelers say just be firm and say NO. Beware of all the perks promised with the presentation. The excursions with the nearly half price discount were still more expensive than what I could have book on my own for the same tour with the same company. There are two (?) Indoor restaurants- one a dedicated Mexican, only available for dinner, and the other one an "international" one that is open for three meals, with a rotating menu during dinner with different "themes". Mexican food was great. International restaurant dishes were a hit and miss, both from the buffet and the menu. Ordering from the menu takes time. Most seafood dishes were excellent. Many reviews talk about great services here. Yes they were very friendly and working all the time keeping everywhere clean and nice. Book room service breakfast earlier than needed. Front desk will say they will do something and won't (message to concierge or fumigating for mosquitoes). Housekeeping didn't refill soaps and amenities. My partner was briefly locked out in the balcony. Faulty lock.
Stayed 4 nights in Dec 2024

10/10 Excellent

Kai, Pomona

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Although the location is not in a very popular hotel area, I am very satisfied with all the services. All the details are perfect, including a refrigerator full of drinks and snacks, 24-hour room service, which are very friendly to families with children. The large swimming pool, water bar and white sandy beach also meet our needs. All services are very respectful and considerate. If you plan to go to Xplor and Xcaret Park, the location of the hotel can save you half the journey and time. I strongly recommend this hotel to families who are going to Cancun for the first time.
Stayed 4 nights in Dec 2024

10/10 Excellent

JUAN

Stayed 3 nights in Dec 2024

8/10 Good

Zigang

Liked: Cleanliness, staff & service, property conditions & facilities
The facilities of the hotel are very good, all kinds of services are very good, the variety of food is not rich, the cooking is not very good
Stayed 6 nights in Dec 2024

10/10 Excellent

Elena

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
It was my 10 th trip to this hotel. Very clean, very good service. There was a small incident at check in but manager Elena solved this problem very quickly. We were very thankful to her for taking care of us. It’s only one problem that we didn’t like was lunch option. The same every day. They should provide for lunch time salad bar that used to be there before. Food option become worse than it was a few years ago. Everything else was very good . Thanks
Stayed 3 nights in Dec 2024

10/10 Excellent

Shuang

Liked: Cleanliness, staff & service, property conditions & facilities
Great food and quiet resort
Stayed 7 nights in Dec 2024

10/10 Excellent

Igor

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Grand residences resort is very welcoming and friendly. Excellent food, accommodations, entertainment and services keep us coming back every year.
Stayed 6 nights in Dec 2024

10/10 Excellent

Karl, Redwood City

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 8 nights in Nov 2024

10/10 Excellent

Paul

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Grand Residences was amazing! We went with our kids ages 8-12 and were thoroughly happy with so many areas. First, the private transport was impeccable and perfectly executed with friendly staff, cold cloths and water as well as timely pick ups. Check in was seamless and we were greeted with beverages for all. Our room exceeded expectations and photos! The private pool and hot tub as well as large outdoor entertaining area was awesome! Room service was timely and offered a wide variety of foods. The restaurants were delicious - the kids particularly enjoyed the buffet breakfast. Customer service was above and beyond typical resorts! Highly recommend!
Stayed 6 nights in Dec 2024

10/10 Excellent

Kimberly, AMHERSTBURG

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Amazing relaxing stay. Treated like we were royalty. The only downfall is since could be or not all inclusive signing bills all the time was a pain as an all inclusive party.
Stayed 5 nights in Dec 2024

10/10 Excellent

Emir

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very hospitable staff. Location gives you some peace and quite on the beach.
Stayed 4 nights in Dec 2024

10/10 Excellent

Robin

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love it!
Stayed 1 night in Dec 2024

10/10 Excellent

Kalisha

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place over all
Stayed 3 nights in Dec 2024

10/10 Excellent

Sabra

Stayed 4 nights in Nov 2024

10/10 Excellent

Alexander

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was amazing, food as well!
Stayed 6 nights in Dec 2024

10/10 Excellent

Chang, Ardsley

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Absolutely the best place on earth. Loves every minute sent their. Must try with your family. Private pool was the best part
Stayed 4 nights in Aug 2024

10/10 Excellent

Gayle Elizabeth

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful well maintained safe property and the staff go above and beyond!
Stayed 7 nights in Nov 2024

8/10 Good

Grace

Liked: Cleanliness, staff & service, property conditions & facilities
Nice resort and friendly staff
Stayed 6 nights in Aug 2024

4/10 Poor

Lovepreet, Malverne

Traveled with family
Liked: Cleanliness, property conditions & facilities
Very Dissatisfied with the way they handle customer service. We planned a day out on the catamaran through the Thomas More kiosk that’s on the resort. We confirmed that we can go snorkeling with the baby. However, when we got to the reef, we were told we would not be able to go snorkeling with the baby and had to stay on the catamaran for 3 hours. Turned out to be one of the worst experiences we’ve ever had. Afterwards I complained to Antonio who sold me the tickets but he denied everything. Very disappointed in this place. I will not be staying here again. I don’t believe this place is family friendly. I pled my case to the concierge, the Thomas More representative and the front desk but everyone kept throwing the responsibility to the other party. I paid the resort for the excursion but no one was there to help me when I had an issue. Finally I spoke with Elena, the guest services manager and she told me she will be back to me within a week on a resolution. However, it’s been over 2 weeks now and I haven’t received any response and I’ve tried calling but she doesn’t not answer my calls either.
Stayed 5 nights in Nov 2024