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During the preparations, the actual hurricane (Hurricane Beryl) and afterwards the safety of the guests and staff always came first. Interruption of services was insignificant. The people/staff of this resort is why I return twice each year.
Dear Dan,
Thank you for taking the time to post about our resort.
We're glad to learn you and your family had a 5-star experience during your recent visit. We always strive to provide our guests with the highest satisfaction levels available and it is pleasant to learn we achieved this goal with you.
We look forward to welcoming you back during your next visit to the Mexican Caribbean.
Warm regards.
Pamela González
Online Reputation Agent
For pure intimate relaxation and service there is no better resort than the Grand Residences. Even the sales staff (Alan and Heidi) were a pleasure to spend time with. They look out for what better fits your needs. The everyone on the staff jump hoops to serve you hand and gfoot.
Dear bdombchewskyj1,
Thank you for taking the time to post about our resort.
It is our pleasure to learn you've enjoyed your recent visit and that your experience was positive. Thank you for recognizing the service and attention from Alan and Heidi.
We look forward to welcoming you during your next visit to the Mexican Caribbean.
Warm regards.
Pamela González
Online Reputation Agent
This was our first trip to Puerto Morelos and our first time staying at a beach resort. Grand Residence Riviera Cancun exceed all of our expectations!
They offer shuttle service to and from the airport. Upon arrival we were immediately greeted by our personal concierge, Iliana, who was amazing. She personally showed us to our villa and helped us plan our week’s activities. She also helped with dinner reservations and suggested things to do around the area. We also appreciated how she checked in on us through out our stay.
The resort is beautiful and the staff is very courteous and friendly. The villas get cleaned daily and there is turn down service in the evening. Each time we came back from an activity we found our villa spotless and were greeted by these cute little wooden animal figurines that we got to take home at the end of our stay. We also got to take home a beach/shopping tote that was provided to us on arrival.
We will be coming back in May 2025 and for many years to come! If you want to feel pampered and relaxed I highly recommend this resort!
Dear Sean,
Thank you for taking the time to post about our resort.
We're glad to learn you and your family had a 5-star experience during your first visit to Puerto Morelos.
We're convinced that our staff is the most important asset in our company since their interaction with our guests makes possible what we like to call "The Royal Experience". Thank you for recognizing the kind service of Iliana!
We always strive to provide our guests with the highest satisfaction levels available and it is pleasant to learn we achieved this goal with you.
We cannot wait for 2025 to welcome you back for your next visit to Puerto Morelos.
Warm regards.
Pamela González
Online Reputation Agent
This was our 2nd visit to Grand Residences and unfortunately it wasn’t as good as the first.
The resort itself is still very clean and well maintained. Rooms are spacious and comfortable. The staff are helpful (some more than others) but the level of service and particularity the quality of the food has declined. Breakfast is generally the best meal of the day. Lunch is hit or miss - the Haven Bar only opened on our last day, so food was taking an eternity to be delivered- up to an hour on one occasion. Dinners were the least successful. We tried the Mexican, French and Seafood. Every night someone was given an inedible meal (twice the fish was sent back for being completely overcooked). We ended up eating in Puerto Morelos for 2 of the 5 nights. Not ideal when you’ve paid for all inclusive. The restaurant manager did offer to “make a special meal for us” but we didn’t want to risk another ruined evening.
Jose at the Lobby Bar was great. Always made good cocktails and with a smile!
Dear watsy,
Thank you for sharing your feedback on your recent stay at Grand Residences. We're glad you found the resort to be clean, well-maintained, and with spacious and comfortable rooms. A big shout-out to Jose at the Lobby Bar for his fantastic service and smile!
However, we are disappointed that we didn't meet your expectations on this second visit. We take all guest feedback seriously, and your comments regarding service and food quality are duly noted.
We expect all our staff to deliver the same high level of service. We will reinforce our team to ensure consistent attentiveness and helpfulness for all guests.
We sincerely apologize for the food quality and the wait times you experienced, especially at the Haven Bar. Please know that the Heaven Bar was closed for a few days due to weather conditions. We apologize for any inconvenience this may have caused. Rest assured, we handle food to the highest standards and have a certificate in food handling.
We appreciate you bringing the overcooked fish to the attention of the restaurant manager and offering a special meal to make things right. Nevertheless, we hope next time you consider this option, as it could have turned into a delicious culinary experience.
Once again, we apologize for any inconvenience caused and we look forward to the opportunity to exceed your expectations on a future visit.
Sincerely,
Josimar Amezcua
Online Reputation Agent
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
