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We went on July 2024 for a family vacation, our stay was great, the staff was very friendly and courteous , Antonio Perez with Thomas Moore was so helpful, he booked our tours for us and explained everything we needed to know to have a good time, our concierge Iliana was always in contact with us and also very helpful during our stay
Dear Tourist55741859079,
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.
We look forward to welcoming you during your next visit to the Mexican Caribbean.
Warm regards.
Pamela González
Online Reputation Agent
Wonderful hotel. Stuff was amazing! Everyone was very helpful. Especially our concierge Liza. She went out of her way to make sure we had everything we needed. The sitters at the kids club were the best. My kids couldn't wait to see them every morning. Would definitely recommend.
Dear Theresa,
Thank you for your kind comments.
We are pleased to read that you enjoyed the amazing service and attention of our staff. We will be happy to share your comments with Liza and her managers.
We look forward to hosting you and your family soon.
Warm regards.
Pamela González
Online Reputation Agent
MELISSA was very helpful our entire stay, any changes we needed made, any rides we needed, she made sure to have it all ready for us when we asked for it. Facility was super clean, pools, rooms, beach was amazing, service was amazing as well, great food. The only downside as a couple if you want to explore Cancun outside of the resort it’s a lot of commuting. As a family stay excellent choice.
Dear Ignacio,
Thank you for taking the time to write a review recognizing the quality and service of Grand Residencies.
Delighting our guests is one of our main objectives and we are very pleased that you and your family were able to enjoy this experience in every area of our resort.
We look forward to welcoming you again in the near future.
Best regards.
Pamela González
Online Reputation Agent
Honestly our home away from home. The service is outstanding. It is the best place to get away from everything, to relax, get pampered & eat delicious home cooking. Francisco was the new chef & he really knows what he’s doing. We love all the different theme nights they have with all their appetizers, entrees & desserts. They treat you like family & make sure you enjoy every moment you are there. William also makes delicious donuts for us & our kids. All the servers are great.. they have so many I honestly can’t name them all but a few I remember off the top of my head are Manuela, Emilio, Miguel, Abel, Neftalí, and all the pool personnel are great too, 2 I remember- Jesus, Grecia & they also have a kids club with amazing girls who play, care & do crafts with the children. Our concierge has been Gustavo since day one & he is also great. We will continue to go back as a couple getaway & family vacations with our boys who love this amazing place too
Dear Sarai,
Thank you for taking the time to review our resort. It is rewarding to see that our efforts are appreciated as we constantly work to exceed our guests’ expectations.
We are glad to know that you enjoyed the special service of our wonderful team. We are convinced that our staff is essential in our hospitality and we are delighted to find out that they are doing a fantastic job.
It is excellent to know that we have provided you and your family with incredible memories. We look forward to welcoming you again to your home away from home.
Warm regards.
Pamela González
Online Reputation Agent
We’ve been coming here for a few years and nothing is like it used to be starting with the service. We always pay for all inclusive for a family of 5 and service at the pool took hours to get more than once. I waited two hours for my first drink and then they brought the wrong thing. When we spoke up two different individuals responded “ that’s not my area….complain further up if you’d like”. Toiletries at our room were restricted including toilet paper WTH!! Room service order normally take up to an hour and they got the order wrong more than once. We almost upgraded our timeshare but thank God we didn’t. Sadly, this resort is not what it used to be. Maybe selling it was not the best decision at least not for time share holders nor guests period. Unfortunately, we are stuck with this property but it’ll be a while until we go back to this resort.
Dear Hector,
Thank you for sharing your thoughts about our resort. We're sure the TripAdvisor community will appreciate your insights about our resort and your overall experience in the Riviera Maya.
At our resort, ensuring the utmost satisfaction of our guests is our top priority. We deeply regret that we did not meet your expectations on this occasion. Please rest assured that we have taken your comments seriously with the relevant teams so that our service improves.
We sincerely hope to welcome you back in the future and have the chance to provide you with a truly enjoyable experience that reflects our commitment to excellence.
Warm regards.
Pamela González
Online Reputation Agent
