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Reviewed 18 June 2018

Just returned home from an incredible week at this resort - my family and I were close to tears upon having to depart from such a great place. We have been to Cancun about 5 times and this is the first resort we have been excited about returning to! Perfect combination between relaxation and family fun. We spent most of our days at the pool; though the beach was excellent we prefer being poolside. The swim up bar and entertainment staff there gave us no reason to be anywhere else! Shout out to Oscar, Glen, John, and Julio for keeping us entertained with poolside activities and lively conversations we will miss it!

There was a wide selection of foods to choose from, our favorites being the buffet for breakfast and the Italian restaurant for dinner. Giovanny was our waiter at the buffet the first day of our trip and we were so impressed with him that we requested a table with him every morning! Guillermo at the Italian restaurant deserves recognition too, excellent service! We will be craving the churros from that buffet for quite awhile.

Only downside is that we had a few rainy days. Though no one can control the weather, we would appreciate maybe a few more activities not outside.

Everything I can think to review would be 5 stars - an overall incredible vacation. Would recommend to anyone; there were families, friends and couples of all ages equally enjoying their time! Can't wait to return!!

  • Stayed: June 2018, travelled with family
    • Cleanliness
    • Service
Thank murphfam2018
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rosa R, Director de Relaciones con Clientes at Grand Palladium White Sand Resort & Spa, responded to this reviewResponded 19 June 2018

Dear murphfam2018,

Thank you for selecting our Grand Palladium White Sand for your family holidays at the Riviera Maya.

We feel so humbled to read that you and your family spend such a pleasant vacation during your first stay in our complex, as we know how difficult it is for our guests to choose the ideal Hotel in the Caribbean.

On behalf of all the team, we would like to thank you for your encouraging comment on the beautiful pool, friendly staff, and overall services that you enjoyed. It has been a pleasure to create a memorable experience for you and your family and we will be honored to share your unique experience with everyone you have mentioned.

Your suggestions regarding the rainy days activities will be shared with our entertainment team, as we wish to add fun moments as well as continue providing relaxation to your days in our paradise.

We wish to become your new home away home in the Riviera Maya and look forward to welcome you again.

Warm regards,

Rosa Rivero
Hospitality Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 June 2018

Honest 4 star resort. A really nice experience. 10th time to Cancun area.

A. We are very particular.
B. We have stayed at many all inclusive resorts.
C. Our top choice resorts in Cancun have been Iberostar Cancun, Villa Del Palmar both are excellent. But after staying here this is our new favorite. It has so much variety and is set up so nicely.

The good

1. Resort is practically spotless.
2. Rooms are spotless.
3. Beds are clean and comfortable.
4. Staff are extremely friendly.
5. Quick service at restaurants.
6. Buffets have good variety and excellent desert choices.
7. Many choices in evening meals, all were excellent.
8. Compared to other places great room service menu.
9. Pools are clean and huge.
10. Kids water park was very nice.
11. Bar service and drinks were great.
12. Air conditioning in rooms excellent. If not cold enough just ask to fix. We did.
13. Shows are very good and you can see lots of work and practice was involved.
14. Any concern we had was fixed immediately.

The bad

There is no bad. This is a large place and at first you will be overwhelmed. This place is awesome once you figure out where everything is. There really is something for every one to enjoy. If you have a problem and we did just ask and it will be fixed. If not ask again. These people work hard to please.
Try all the pools, not just one.

If I had to make a complaint it would be that the air conditioning in all restaurants need to be cooler and a lot of the food on buffets were not hot most of time.

Beach

Is set up nicely with bar and restaurants and many chairs but water clarity is poor. If you have to have a perfect beach this one is not. Depending on day it could be full of seaweed.

We are beach people and there was just so much going on at the resort and everything was so nice that it wasn't a problem.

Again all staff working here are very nice people. Well managed resort.

Room Tip: White sands has nicest rooms, request bottom floor
Stayed: June 2018, travelled with family
4  Thank jtthomasRaleigh_NC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rosa R, Director de Relaciones con Clientes at Grand Palladium White Sand Resort & Spa, responded to this reviewResponded 15 June 2018

Dear jtthomasRaleigh_NC,

Thank you for this enriching review, we are happy that you enjoyed your stay with us at Grand Palladium White Sand.

Having you here was a real honor, especially as you are a frequent traveler and we trust that your insight experience will truly help other travelers.

It really makes us feel good when we learn that we have been successful in accomplishing our mission of making your vacation unforgettable.

Be assured that your comments regarding the AC in the restaurants and the food, will be passed to the corresponding area and we will monitor closely to avoid similar situations in the future.

In addition, and in a united effort, all Hotels fight against the natural phenomenon that affects by seasons the cost of the Caribbean, and our beach its cleaned every morning collecting all the seaweed of the shore, we are glad that this situation did not stop you to make the most of your time in the Caribbean.

With kind regards,

Rosa Rivero
Hospitality Manager

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Reviewed 11 June 2018

This is co-located with a couple other resorts so access to those pools is allowed as well. Short drive to Tulum, which was the reason for the trip...checking out retirement property. About an hour or so from the airport. It was all inclusive but I recommend checking with the bus driver on the number of drops on scheduled. Going down we had about 7. A cab would have been better for only 45$. Back, just the two of us. The beaches were nice, a bit over run by seaweed due to a storm but the staff was out continuously cleaning it up. Nice work gents. Great selection of restaurants. The Thai restaurant was probably the best. Thank you(s) to Armando and Vivian for a great meal and service. Incredibly helpful staff everywhere. Aldo set us up very well. Close to some real nice snorkeling down the road about 20 minutes in Akumal. Good events staff, if you like that. Very active and friendly. Have to give kudos to Andriana on that. As for our hotel, there was not a question Agatha could not answer. A thank you to Daniel at the pool bar for the Fanta explanation. Lots of laughs. Filiberto his side kick was also a blast. Thank you(s) as well to Gustav for a great magic show, Enyia (sp?) at La Hacienda, and Sylvia at the Colonial bar. Got to give a major shout out to Francisco. Class guy. What a pleasure. The location and facilities are very nice. You can't beat a beach and easy access to other local areas. But, the people really make this a great time. COMPLETELY relaxing vacation. Hated to go.

Room Tip: Probably would stay at the Colonial next time as it is closer to the beach and I liked the pool better.
  • Stayed: April 2018, travelled with family
    • Value
    • Sleep Quality
    • Service
1  Thank Willflyforfree
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rosa R, Director de Relaciones con Clientes at Grand Palladium White Sand Resort & Spa, responded to this reviewResponded 12 June 2018

Dear Willflyforfree,

We are pleased that you gave us the opportunity to welcome you at our Grand Palladium White Sand Resort & Spa during your stay in the beautiful Riviera Maya.

We aim to provide the absolute finest service, accommodations, cuisine, and overall experience. And we can’t thank you enough for highlighting your appreciation of our Thai restaurant, our beautiful facilities and especially the service received form our staff.


It will be a pleasure sharing your comment with Armando, Vivian, Aldo, Adriana and everyone you have mentioned, to keep them 100% motivated!

We hope that when you decide to settle in Tulum for your retirement, you decide to visit us, we look forward to giving you a warm welcome back on your next stay.

Kindest regards,

Rosa Rivero
Hospitality Manager



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Reviewed 7 June 2018 via mobile

Our family of 4 adults and 3 children have just returned from a 2 week stay at the white sands hotel, the grounds are huge and you can access facilities at 3 hotels in the resort. There are no lifts in the hotel buildings and a lot of bridge walkways, not a problem for us but just something to be aware of, there are lots of golf buggy’s should you want a rest from walking.
We had 2 rooms in block 56, both were spacious, practical and comfortable, daily maid service cleaned to a good standard. Only 2 minor issues were experienced, the mattress on the sofa bed didn’t fit and we requested extra pillows as the cushions were hard, but reception quickly sent housekeeping to fix these and after that everything was fine. The bathroom has a door on, however the toilet doesn’t so this can be a bit of a problem with 4 people sharing a room.
There are numerous pools to choose from, all were clean and had plenty of sunloungers to choose from, waiters were constantly offering great poolside service too. The beach did have a lot of seaweed after rain and thunderstorms but there were plenty of staff working hard to clear it, just remember water shoes as some parts are extremely rocky.
There are so many restaurants to choose from we were never stuck for where to eat or bored of the choice, we tried most of the a la cartes as well as the buffets in both the white sands and colonial.
Breakfast in the white sands was extra special thanks to Reyna, Vely and Lizbeth who greeted us with biggest smiles and conversations showing genuine interest in asking about our family and holiday.
Oscar from the white sands pool always had friendly conversations making sure we were all having fun and inviting us to join in with the varied selection of activities taking place.
The evening shows in the colonial lobby were performed by a team of talented dancers and covered different themes each night which we enjoyed watching.
Brenda and all of the ladies at kids club made the holiday extra special for our children, they were enthusiastic and caring, getting them involved in so many different activities, our children invited them to move home with us
On our last day we did a Segway tour, the guys are knowledgeable and interesting, making sure you learn about and see parts of the resort you otherwise wouldn’t, well worth the money for the tome you spend with them.
Lastly we have returned home with a beautiful photo book full of our memories, the photographers are relaxed and approachable, no pressure at all to buy, but the quality is excellent.
We will certainly be looking at returning in the future.

Stayed: May 2018, travelled with family
4  Thank gemmahaweswright1986
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rosa R, Director de Relaciones con Clientes at Grand Palladium White Sand Resort & Spa, responded to this reviewResponded 8 June 2018

Dear gemmahaweswright1986,

It was a pleasure to honor your trust, by giving you and your family the memorable holiday trip you deserve in our Caribbean paradise.

You are very kind or recognizing the beauty of our rooms and facilities, the good cleaning standards, our delicious food but above all, the friendly attentions of our staff.

We will send these comments to Reyna, Brenda, Oscar and everyone you have mentioned, so that they are equally satisfied with their incredible work.

We hope to be your chosen Hotel on your next family trip to this paradise of the Riviera Maya, to pamper you with the hospitality and quality that distinguish us.

Kind regards,

Rosa Rivero
Hospitality Manager

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Reviewed 5 June 2018

Our positive experience started with Julio Gerson in helping us to arrange our transportation to and from the airport. We had no issues moving our family back and forth. The hotel check-in process was efficient and our concierge Elisa was helpful throughout our stay. We had three separate RCI bookings for our large family of 14 that arrived on 3 different days. Considering how complex this was we received personal service from everyone in the travel office of the resort. We booked one off-site excursion that was fun, safe and private. Completely enjoyed the Tulum experience! We also saw Chic during the week. Great food and entertainment! Wonderful show and a must do for couples. Overall the rooms were well-appointed and clean with service twice a day to keep your refrigerator stocked and towels fresh. Transportation was easy around the resort-always available for you on request and will stop if they see you walking in the hot sun! You can enjoy a nice stroll however if you like walking to enjoy all of the animals around the resort, iguanas, capibara, coatamundi's and raccoons! Live bands at the Colonial were fun every night with plenty of room to dance. Excellent choices of food but certainly encourage making a reservation. Our favorites were the Japanese and Thai restaurants with the buffet breakfasts, Estefania was the best at the White Sand buffet but all of the staff took the time to get to know you a bit while filling your coffee or clearing your table. You can get anything you can imagine. We stayed at White Sands but ate at the Colonial Buffet for lunch as well. Colonial is very busy and family (child) friendly. We preferred the quieter White Sand pool area for just lounging. Plenty of pool or beach activities for all ages. We had fabulous weather, but it was nice to take a siesta in the room after a long afternoon at the sea or pool. All of the bartenders were excellent! They enjoy talking to you and sharing their craft. Clemente in White Sand was our favorite! It is helpful to speak Spanish but it is not necessary. It is greatly appreciated though and the staff enjoys interacting with you in their language. The only negative experience we had was in our 2nd room where the teenagers stayed have money stolen. The cash was in two different locations in a purse and in the closet and went missing on the same day. In the adult room we had nothing taken even though cash was exposed on several occasions. It was our fault.

  • Stayed: May 2018, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with RCI
2  Thank Mpgirl024
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rosa R, Director de Relaciones con Clientes at Grand Palladium White Sand Resort & Spa, responded to this reviewResponded 8 June 2018

Dear Guest,

Thank you for sharing the wonderful holiday experience that you and your large family enjoyed.

We are glad that your expectations were met and that you started to enjoy your holidays since the moment you took your transportation from the airport to our Hotel.

On behalf of all the team, we would like to thank you for your encouraging comment on the beautiful and relaxing White Sand pool, your comfortable room and the excellent choices of food that you enjoyed in our restaurants.

It has been a pleasure to create a memorable experience for you and your beautiful family and we will be honored to share your unique experience with everyone. We will especially congratulate Elisa, Stefania and Clemente for the remarkable service they offered you.

We truly regret that your family members lost money from the room, we wish we knew about this incident to help you and follow the corresponding procedure. We are glad that despite this, you made the most of your time here.

Thank you again for coming for trusting us your vacations, we wish to see you soon!

Warm regards,

Rosa Rivero
Hospitality Manager

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