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Reviewed 2 July 2022

The trip started off a bit disappointing as we were told they didn't have any King rooms for my husband and I in the upgraded Jacuzzi tower the day we checked in, and we would have to spend one night in the double beds and then we can move to a king room the next day, so we were happy about that. The next day comes and we go to the front desk to double check on the switch and they tell us there are now not any king rooms availble except for a top floor upgraded room that we would have to pay more for. We had already paid enough to get into the building we declined. Then later that day my Aunt arrived and had a room in the same building and they put her in a king room!?! So obviously one was availble as she hadn't requested a king room.

The other negative at this resort is that it is SO hard to get the amount of wat you need. You only get 3-4 bottles a day (most days, sometimes they forget) for two people, which is not enough drinking water, and they only offer more bottled water at one place in the entire resort and they limit how many they give you. It just became a big pain to always go out of your way to get water to stay hydrated.

The majority of the staff are amazing!!! So friendly! My husband and I wanted to give a special thanks to the following: Dario and Leonardo for playing VB with us and heling with our Spanish! :) Jonathan for our breakfasts! Damian for being the BEST bartender there, we sadly only found him until the last 3 days at the upper pool, but once we did, I would ONLY order and drink his drinks! And lastly Jomelli/Yomelli, our personal butler that came with our upgraded room. He helped us with all our dinner reservations and was always responsive and helpful!
The drinks at this resort are defiantly not top shelf, and made it harder to find alcohol that we enjoy... think Jim for the best whisky...

Food was good, but not great. The Italian place was my favorite b/c of the view, but most of the food comes out barely warm. The Hibachi was the best food.

The resort is in a very good location sitting on a very nice area of beach. The seaweed was not too bad the first part of the trip and then got a bit worse towards the end.

Room tip: I think it is 100% worth it to upgrade into the Jacuzzi ocean front building!
Date of stay: June 2022
    • Rooms
    • Cleanliness
    • Service
Thank islandgirl4404
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Carlos Da Silva, Director General at Grand Park Royal Cancun, responded to this reviewResponded 4 July 2022

Dear guest,

Thank you for investing a few minutes of your time in describing your stay at our Resort, since through your experience we will be able to detect the points that can be improved on our path to excellence.

Our commitment is to satisfy our client's expectations; on this occasion, it was impossible to fulfill yours, and we regret not having had the opportunity to take the necessary actions when you stayed with us.

On the other hand, thank you for mentioning the people who stood out with your service, we will take care of sharing your kind comments.

We want to share with you that all comments from our guests are considered and carefully reviewed in order to provide a better service.

For us, there is nothing more satisfying than the complete satisfaction of our dear guests like you. We sincerely apologize and hope to welcome you again in the not-too-distant future and show you the improvements we have made thanks to your review.

Sincerely,
Guest Services



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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 July 2022 via mobile

Koi Oriental Cuisine has great food! Our waiter is named Mario. He was amazing. He has great customer service. Food was delicious and drinks were tasty. Mario was very patient with us and accommodating.

Date of stay: June 2022
Trip type: Travelled with family
Thank zacka460
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Carlos Da Silva, Director General at Grand Park Royal Cancun, responded to this reviewResponded 1 July 2022

Dear zacka460,

It fills us with happiness to read that you enjoyed the attention of Mario. He works hard to exceed the expectations of our guests and with you he did it; of course, we will pass your message to motivate him.

It has been an honor to have you with us and we look forward to welcoming you back in the future.

Sincerely
Carlos Da Silva
General Manager

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Reviewed 1 July 2022 via mobile

koi restaurant mario and isis were amazing we loved the dinner! the salmon was really great and there was a very creative menu ful of so many different flavor combinations. i would maybe skip on the dessert sushi…

Date of stay: June 2022
Trip type: Travelled with family
Thank carinagS8699HU
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Carlos Da Silva, Director General at Grand Park Royal Cancun, responded to this reviewResponded 1 July 2022

Dear carinagS8699HU,

We are glad to know that you had a pleasant dinner with us, enjoying the attention of Mario and Isis, and the gastronomic experience in the Koi restaurant.

We hope to be able to welcome you again in the not-too-distant future so that, once again, you feel at home among us.

Sincerely
Carlos Da Silva
General Manager

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Reviewed 30 June 2022

The staff was nice but I missed that inviting feeling. This is a great location to a hotel with a great beach, too bad there’s no restaurant near the beach to view the sunset. Also calling for towels or water took over 20min to receive. The thermostat in our room was set at a certain temperature. Finally, you couldn’t regulate the temperature in the water for the shower so sometimes we took cold showers other times a hot shower.

Date of stay: June 2022
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank Experience100919
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Carlos Da Silva, Director General at Grand Park Royal Cancun, responded to this reviewResponded 4 July 2022

Dear Experience100919,

Our commitment is to satisfy the expectations of our clients; on this occasion it was not possible to fulfill yours and we regret not having had the opportunity to take the necessary actions when you stayed with us.

We assure you that we will share your comments with the corresponding departments, we sincerely thank you for sharing them with us.

We hope you will give us the opportunity and visit us in the near future.

Sincerely
Carlos Da Silva
General Manager

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Reviewed 29 June 2022

I had set my expectations low based on some of the reviews I previously read. However, the resort exceeded my expectations. The breakfast buffet was decent and had solid options. Cassis bar and both pool bars had fast service and the bartenders were amazing. We didn’t get a chance to dine at the other restaurants on site, aside from Flor del sol for lunch on arrival. The food there was mediocre, however I had only intended to have lunch and breakfast on site. The buffets were solid and served their purpose. Highly recommend the rainbow/pride shot from cassis. There were a few kids in what was described as the adult Pool, but not an overwhelming amount. The rooms were cleaned daily and towels and washcloths were changed out. Honestly, not sure where all the hostility came from in some of the reviews I read. We really enjoyed our time at this resort. Shouts out to Ignacio, Gregorio, and Damian

Date of stay: June 2022
Trip type: Travelled with friends
Thank jasmineb173
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Carlos Da Silva, Director General at Grand Park Royal Cancun, responded to this reviewResponded 29 June 2022

Dear Jasmineb173,

Thank you very much for sharing your recent experience in this your home.

We are very pleased to know that you had a nice vacation and that our staff provided the best service to you and your family.

Knowing that we have lived up to your expectations fills us with satisfaction.

We look forward to welcoming you on your next Cancun vacation!

Sincerely
Carlos Da Silva
General Manager

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