A great resort. Fabulous rooms. Great food. This year was very wet but that was easily overlooked. The all inclusive option is well worth the price. Free private transportation to and from the airport is a nice touch. The equipment in the gym was very good.
Dear Clark K,
We appreciate you returning to Grand Residences and for taking the time to share your positive feedback. We understand that the weather wasn't ideal this year, but we're happy to hear you were still able to overlook it and have a fantastic vacation.
We're thrilled to hear you had another great stay with us, especially enjoying the fabulous rooms, delicious food, and well-equipped gym.
We look forward to welcoming you back for another sunny paradise getaway in the future!
Sincerely,
Josimar Amezcua
Online Reputation Agent
The accommodations and staff did a great job taking care of us during our stay. There were tropical storms so we weren’t outside as much as planned. Our concierge Iliana was great and the activities staff Grecia, Brenda and Iglesias set up a variety of fun indoor activities. The food was very good in both restaurants and the Bartenders are always fabulous (thanks Felix, Yamir, Sebastian and Modesto). We love the Grand Residences.
Dear Gayle S,
We commend our staff for their dedication to ensuring your comfort and enjoyment during the unexpected weather. Iliana's concierge services and the creativity of Grecia, Brenda, and Iglesias in organizing indoor activities are a true testament to their commitment to exceeding guest expectations.
We appreciate your kind words about the delicious food in both restaurants and the exceptional service provided by our bartenders, Felix, Yamir, Sebastian, and Modesto. It's these dedicated staff members who create the warm and welcoming atmosphere at Grand Residences.
Thank you for sharing your recent experience at Grand Residences! We're happy to hear you had a fun-filled stay despite the tropical storms. We look forward to welcoming you back for a sunny escape in the future!
Sincerely,
Josimar Amezcua
Online Reputation Agent
My wife and I came back after 7 years to this resort expecting some changes, but nothing substantial. We were in for a big shock!
First, the poor directions on meeting transportation to the resort led to confusion and multiple phone calls. At no point in the email documentation did it state, “look for someone holding a sign with a yellow shirt and blue pants”. We were told that someone would be waiting for us with a sign with our names on it, that did not happen. The trip was already off to a bad start.
Upon arrival to the resort, we were booked from Wednesday through Sunday but told we would need move rooms Saturday night for another guest coming in. Why wasn’t this worked out prior to our arrival? Why did it make sense for us to pack up our things for 1 night and the explanation was it was for someone with a timeshare. So off the bat, the resort takes greater care of their timeshare guest than other guest.
Additionally during checkin, we were told we need to reserve dinner reservations at the 2 onsite restaurants but that 1 was already booked multiple days during our stay. It took multiple conversations, over 2 days, to correct this issue. The first night we went to the Mexican restaurant and previously we had enjoyed the grilled lobster tail but that wasn’t an option. I, myself, am not a picky eater and will try about anything and ordered the queso dip with local sausage. When the plate arrived it looked like it had been painted onto the plate and I could not penetrate the dip to even try it.
Most meals we would order room service, which was a roll of the dice as to what was expected. I don’t think I’ve ever seen Chicken Parmesan with pesto sauce on the noodles. Also, check your bill when you leave. We had a room service attendant give himself a tip after we paid him cash for delivering our food.
The Haven Bar, which was our favorite part of the resort the first time wasn’t open and never served food. Why advertise it if it’s not open? The resort should be upfront and honest about what’s open and not. To include the beach, which wasn’t open while we were there. The only people we saw on the beach were workers, since they closed it to guest.
Every time we called to speak with a manager, we were told there was no manager on site but expect a phone call. Which never came.
The resort shifts blame to other people and flat out lies to guest. We ended up leaving 2 nights early and the resort manager, Sebastian, told my wife they would refund us the money for those nights. Now the resort is back tracking saying that was never said, even though we have it recorded since we felt like this would happen.
I would never go back to this resort or a resort operated by this company. Once they sold to Holiday Inn Vacations it seems to have gone downhill.
Dear Mr. Greg G,
We sincerely apologize that your return visit fell short of expectations.
We understand the confusion regarding airport transportation. We apologize for the inconvenience this may have caused. Please know that our guest's confirmation letter has instructions on where to find your transportation agent and how to identify them upon arrival.
We apologize for the inconvenience caused by the required room change during your stay. One of our goals is to communicate accurately and assertively with our customers. We've made sure that the information regarding the room switching on Saturday is available on our website and all of our business partners' websites. Our priority is that our guests stay in the same room throughout their entire stay. Unfortunately, this is particularly difficult when we have high occupancy and membership contracts to honor. When this happens, our procedure is to notify our guests during check-in so that it's a smooth and seamless process.
We are disappointed to hear about dinner reservations and the limited menu options. We are committed to offering a variety of dining experiences, and we will reinforce this with our management team.
We're sorry to hear that our room service offerings did not meet your expectations. We will investigate the billing process to ensure that our high standards of service are upheld.
We apologize that Heaven Bar was closed during your stay. This was due to the recurring rains, and for our guests' safety, service was not provided at the location. However, the menu was available during regular opening hours, but came from a different location.
Regarding the beach, we do not have the authority to close it. However, ensuring our guests' safety is our utmost priority. Depending on ocean conditions, we adhere to warning flags. We will enhance our communication about beach safety details.
We acknowledge that you received a refund for one night. However, our policies prevent us from providing reimbursement for an additional night. Our understanding is that you and your wife agreed to this during your phone conversation with your agency’s representative.
We regret learning how you feel about the recent acquisition by Holiday Inn Club Vacations. We are committed to maintaining the high standards of service and hospitality that have always been associated with Grand Residences. We believe that this new ownership has brought exciting opportunities, and we are confident that we can continue providing exceptional experiences for our guests.
We have reached out to you privately via TripAdvisor to gather further insights into your experience.
We value your feedback and hope that you will give us another chance to demonstrate our commitment to providing a truly exceptional resort experience.
Sincerely,
Josimar Amezcua
Online Reputation Agent
Have been here before and it was fantastic. The resort has been sold to Holiday Inn Vacations, and the quality of the rooms has gone way down. There are missing appliances, missing utensils, the refrigerator SPITS ice at you, many parts of the rooms are not clean, windows have bird poop all over some of them, sink in bathroom was cracked, IT had to fix the TV's twice. There were other minor problems,, but you get the idea. Not the kind of experience you expect for this kind of money.
Dear Bob P,
Thank you for taking the time to share your recent experience at Grand Residences. We sincerely apologize that your stay fell short of the exceptional standards you've come to expect from us, considering your previous positive experience.
We understand your concerns regarding recent changes since the acquisition by Holiday Inn Vacations Club. We understand how you may feel and want to assure you that we are committed to maintaining the highest standards of service and guest satisfaction.
Rest assured, we are actively working to ensure that our guests continue to receive the exceptional service they've come to expect from us.
Regarding the room details you mentioned, we will reinforce our service to identify and address any maintenance or housekeeping issues. We are committed to ensuring all our suites are fully equipped, functional, and impeccably clean for every guest.
Please do not hesitate to contact them during your stay via the front desk or with your concierge if any issues with your room present themselves. We will do our best to ensure your stay is as comfortable as possible. Our goal is to ensure all rooms meet our quality standards.
We appreciate you bringing these specific issues to our attention. It allows us to take targeted action and ensure these problems are rectified swiftly.
We apologize if you encountered a few minor issues that impacted your overall experience. We take pride in our resort's housekeeping and maintenance, and we're sorry you did not perceive it this way.
Your feedback is valuable to us as we work towards improvement. Furthermore, we have reached out to you privately via TripAdvisor to gather further insights into your experience. We eagerly anticipate the opportunity to reconnect with you and are committed to delivering an exceptional vacation experience that has consistently ranked us among the top 10 luxury resorts in the Mexican Caribbean.
Warm regards,
Josimar Amezcua
Online Reputation Agent
This was second time at the resort. This is a yearly vacation with friends. Transportation arrival pickup at airport and departure is excellent. They have great concierges to handle all your requests,
Service is good.
Dear Relax657500,
Thank you for returning to Grand Residences for your yearly vacation with friends! We're delighted to hear you continue to enjoy our resort.
It's wonderful to know that we consistently deliver exceptional service for you, from convenient airport transportation to the attentive concierges who handle your requests. We appreciate you taking the time to share your positive feedback.
We look forward to welcoming you back again next year for another memorable vacation!
Sincerely,
Josimar Amezcua
Online Reputation Agent
