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The Grand Mayan At Vidanta Riviera Maya
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The Grand Mayan At Vidanta Riviera Maya
Tracy M
Los Angeles, California

The staff is the best!

Review of The Grand Mayan At Vidanta Riviera Maya
5.0 of 5 bubblesReviewed 5 weeks ago
Our drivers Pedro (at ext 4188), Rudolpho R., and Lucila were amazing. They were so helpful and they made our trip even better. The property is massive and due to a recent surgery I’m temporarily using a cane. Anytime I needed to get anywhere they were always happy to help. Pedro would check in on us to see if we needed help each day, and gave us his work hours so we knew how and when to call him if we needed to go anywhere. It was very nice. Rudolpho was kind and he also let us know to call for him when we needed anything after Pedro left on vacation. We met Lucila on the last night, but she was such a nice lady that it left a big impression on us.

The main pool was very pretty and the beach was perfect. Salum was a great place to go eat. It gives you 4 restaurants in one, and you can choose from Asian fare, Mexican, wings, pizza, and some other things I didn’t get to try. We went to go see JOYA which was such a cool experience. You can definitely see the hard work the team put into making it a great show.

The only thing that wasn’t perfect was the noise factor in our room. The hallways have no insulation so they are loud and echo. We could hear everything. Screaming kids, drunk guests, inconsiderate groups in the middle of the night yelling down the hall to each other etc. Being a light sleeper I was never rested the next day because without fail I was woken up every night by something.

There was also a leak in the room next to us so we woke up to water all over our bathroom floor everyday. When they were fixing the leak we heard them banging the pipes next door for hours.

Aside from those inconveniences everything was great. 😊
Date of stay: August 2024
Trip type: Travelled with family
4.0 of 5 bubblesValue
3.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
3.0 of 5 bubblesSleep Quality
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Grupo Vidanta, General Manager at The Grand Mayan At Vidanta Riviera Maya, responded to this review
Responded 4 weeks ago
Dear Guest,
Thank you for sharing your experience! It sounds like you had a wonderful trip overall despite a few challenges.

It's fantastic to hear that Pedro, Rudolpho, and Lucila provided such excellent service and support, especially during your recovery. Their attentiveness certainly made a positive impact on your stay, and it's wonderful that they went above and beyond to ensure you felt comfortable and taken care of.

The amenities at the property, including the pool and the variety of dining options at Salum, seem like they added a lot to your experience. It's great to know you enjoyed the JOYA show as well—it sounds like a unique and entertaining experience!

On the other hand, I understand how frustrating the noise from the hallways and the leak issue must have been. It’s always tough when outside factors disrupt your rest, and I hope the management can address those concerns for future guests.

Thank you for your feedback; it’s valuable for the property to hear both the positives and the areas for improvement. I hope your next trip is even more enjoyable and restful!
The Grand Mayan Riviera Maya Management
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 14 August 2024
So far no good

We have just been checked into a room that has construction going on Saturday 5:30 pm. They said we were informed that we would have a room w construction. There was NEVER EVER ANY MENTION in any paperwork provided or we would not have booked at all. Now we are being offered another room at the Luxe. Let’s see what happens next. Lucky 13th Tuesday so far.
Also we have been approached at least 4 times to book a presentation and we haven’t even gotten a room yet.
Also we came here 4 years ago and this place is not kept up at all like it was before. Think twice before booking here!! We r stuck here for one week God knows where cause we don’t yet.

Room tip: Don’t come. Unless you have naga u is and just don’t care
Date of stay: August 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Ask 380alinal about The Grand Mayan At Vidanta Riviera Maya
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Grupo Vidanta, General Manager at The Grand Mayan At Vidanta Riviera Maya, responded to this reviewResponded 5 weeks ago

Dear 380alinal,


Thank you for sharing your feedback. We are genuinely sorry to hear about the issues you've encountered during your stay. It is never our intention to cause any discomfort, and we deeply regret that the construction was not communicated clearly to you.

We are committed to providing a superior experience for all our guests and will address your concerns to ensure better communication and service in the future. We hope that the room at the Luxxe will meet your expectations and that the rest of your stay improves.

If there is anything else we can do to make your stay more comfortable, please do not hesitate to let us know at customerservice@grandmayan.com.mx. Thank you for bringing this to our attention.

Sincerely,

The Grand Mayan Riviera Maya Hotel Management.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 August 2024
We chose Vidanta and the Riviera Maya Once Again

Family and friends love Vidanta resorts. I have been coming through RCI for 30 years now and when I ask where they want to go, Vidanta is their preference. The Grand Mayan is safe, clean and gives us everything we want. We can do everything or nothing. Our concierge, Siol was the best and helped make everything easy. Be sure to seek him out at the resort.

Date of stay: August 2024
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with RCI
Ask Lynn S about The Grand Mayan At Vidanta Riviera Maya
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Grupo Vidanta, General Manager at The Grand Mayan At Vidanta Riviera Maya, responded to this reviewResponded 4 weeks ago

Dear Guest,
It sounds like you've had some wonderful experiences at Vidanta resorts! The Grand Mayan truly seems to provide a fantastic balance of relaxation and activities, catering to a variety of preferences. It's great to hear about your positive interactions with Siol, your concierge; having someone knowledgeable and helpful can really enhance a vacation experience. If you have any tips or favorite activities at the resort, that could be helpful for others considering a stay there! Enjoy your future trips!
The Grand Mayan Riviera Maya Management

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Reviewed 13 August 2024
Vidanta Cancun Grand Mayan

Honest review. This resort has beautiful vegetation, is not all inclusive so get ready to pay $35 breakfast buffets and $55 dinner buffets per person. The quality of the breakfast was bad, same thing every day, enchiladas were soggy.Stayed at the Grand Mayan. The first night the air condition did not work,maintenance came at 8am and tried to fix it till 6pm without succes, they said they will continue the next day so I personally had to fo to the main labby to ask for another room. If you call they will promise to move you but you wont, go personally. Next room the Air did not work and gave us another room which it was ok. It looks like they fix the air accondition as they brake down.All you are really paying for is the vegetation. Pools are nice,people friendly but food buffets need inprovement and Grand Mayan rooms need updating due to the humidity smell.

Room tip: Make sure if you go to the presentation, the 30% of is only on breakfast buffets and certain times, make sure the A/C works
Date of stay: August 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Ask Alex7756003 about The Grand Mayan At Vidanta Riviera Maya
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Grupo Vidanta, General Manager at The Grand Mayan At Vidanta Riviera Maya, responded to this reviewResponded 14 August 2024

Dear Alex7756003,

Thank you for providing an honest review, as it helps us identify areas for improvement.

We’re truly sorry to hear that your experience at the Grand Mayan didn’t meet your expectations. We apologize for the issues you encountered with the air conditioning and the quality of the buffets. We understand how frustrating it can be to deal with room issues and unsatisfactory food. Please be assured that we are taking steps to address these problems and enhance both the quality of our buffets and the maintenance of our facilities.

We appreciate your acknowledgment of our beautiful vegetation and pool areas, and we hope that despite the challenges, you found some positive aspects during your stay. Should you wish to discuss your experience further or need additional assistance, please feel free to contact us at customerservice@grandmayan.com.mx.

Sincerely,

The Grand Mayan Riviera Maya Hotel Management.

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Reviewed 12 August 2024 via mobile
Worst vacation of my life!

Prices are not accurate and distance from amenities is crazy. We are staying in “The Estates” and we might as well be in another country. Would not recommend…pick an all inclusive and pay for upgrades and avoid this place! We chose to come with another couple and for our one vacation away from our little ones only to over pay for a beach club loaded with kids!

Date of stay: August 2024
Trip type: Travelled as a couple
Ask 027stu about The Grand Mayan At Vidanta Riviera Maya
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Grupo Vidanta, General Manager at The Grand Mayan At Vidanta Riviera Maya, responded to this reviewResponded 13 August 2024

Dear 027stu,

Thank you for sharing your experience. We are truly sorry to hear that your stay did not meet your expectations. We understand that the location and pricing may not have aligned with what you anticipated. We would like to point out that our prices are competitive compared to other resorts. We strive to ensure all guests have a memorable and enjoyable stay, and we regret that we fell short in your case. Your feedback is important to us and will be used to address these concerns.



Sincerely,

The Grand Mayan Riviera Maya Hotel Management.

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Reviewed 8 August 2024
Vidanta Grand Mayan - June 2024

Wow, what a place….
Rooms are amazing, all the staff are brilliant and really helpful. So many restaurants to choose from. Water park closed for maintenance whilst we were there which was disappointing. Can’t fault anything really, we all loved it

Date of stay: June 2024
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with RCI
Ask S70barnsley about The Grand Mayan At Vidanta Riviera Maya
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Grupo Vidanta, General Manager at The Grand Mayan At Vidanta Riviera Maya, responded to this reviewResponded 4 weeks ago

Dear guest,
It sounds like you had a fantastic experience! It's great to hear that the rooms were amazing and the staff went above and beyond to make your stay enjoyable. Having a variety of restaurant options is always a plus, too. It's a shame the water park was closed, but it seems like your overall experience was still very positive. Do you have any favorite moments or highlights from your stay that you'd like to share?
The Grand Mayan Riviera Maya Management

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