Grand Riviera Princess

Our room was a disappointment to say the least. I was traveling with my teen son, so had requested a room with two beds. At no time was I told it was subject to availability. Upon arrival, we were assigned a room with one king bed that was in poor condition. We returned to the lobby to request a room with two beds and were told that the only way I would get a room with two beds is if I agreed to pay for an upgrade and that there had never been a guarantee of two beds. Since it was late in the evening, I agreed to pay for an upgrade. Our upgraded room was very worn down… closet door broken, furniture in poor repair and stained.
The a lacarte restaurants were difficult to get in to and the food was far from authentic for the theme. The buffets were also hit and miss, with some days being not worth the trip. The best meals we had were at the taco stand, as that was fantastic food! The public bathrooms anywhere away from the lobby were also poor.
However, the wildlife, the scenery, and especially the staff were wonderful. The staff made up for the infrastructure they work in [Details]

The overall experience was great. The resort was very clean, modern, and the staff were very helpful. We had upgraded to platinum. This was worth the extra expense as we had our own private pool, bar, reception area and close access to the beach. We plan on going back again for sure. We walked up and down the beach looking at different resorts and this resort has the best beach in the area by far. It isn't the nicest beach I've ever been to but certainly was still very nice. [Details]

We had an amazing experience at the Grand Rivieria Princess. The staff were all extremely friendly including all the grounds crew, servers, concierge, front desk, bartenders just everyone! The resort was very clean which I'm sure is a big job with all the animals on the resort which I LOVED by the way. They were so cute and friendly too :). The food was outstanding .. we never had one bad meal whether we were at the a specialty dinning or the main buffet, the food was soooo good. The fruit was one of my favorite, so fresh and tasty. [Details]

The room was very nice, housekeeping did great, and fridge well stocked and the beach was fantastic; variety of pools; gym was great, buffet was so-so (pretty much same food daily) and could never find someone to get a coffee/beverage so found a way to do it myself (coffee cups are also too small); bartenders were nice and had lots of drink options (alcoholic and non) noted lots of broken steps or tile, had a broken light in the hall my entire stay; hotel check in was not helpful- did not go over anything in the hotel and did not provide towel keys, did not go over the layout of the hotel; could not find anyone to take us to our room so ended up searching for our room at night, with no assistance to be found, and could not find our room (eventually found after 25 min); bellboy ignored me when checking out after I waited for 10-15 min for assistance with my baggage and then proceeded to help a man (I left and my husband came back and was assisted immediately), beach was fantastic. All in all the hotel was ok but front end service could have been much better. [Details]

The hotel is spotless. The food is amazing. Buffet is unbelievable. Our room was good. Always left very clean and supplies replenished. It is a large resort. Walking distance to the beach is a bit of a trek. But you can wait for a cart that will take you far closer to the beach than on foot. [Details]

We had an absolutely fantastic stay at this hotel! From the moment we arrived, everything was perfect – the amenities, the super friendly staff, and the overall atmosphere. We truly enjoyed every single moment. The surrounding wildlife was like something out of a nature documentary – simply breathtaking! The food was pretty good too, and whenever we needed help, the staff was quick to assist with a smile. A big shoutout to the amazing concierge team who made renting a car a breeze, ensuring everything went smoothly. We'll definitely be back! [Details]

Everything from the food to the hospitality was top notch in my opinion. The Ala cartes restaurants were great especially mamma Mia!! I couldn't even finish my food because the food portions were huge imo. No issues getting shaded area by the pools. Drinks were flowing people I met quite friendly. Everyone I encountered had a smile on their face. The snack bars at the beach which I had no clue about till my last night was awesome!! And they give cans of beer at the beach!!! [Details]

My wife and I went there for 3 nights for a short stay. We left just before hurricane Berryl as most things were getting closed onto the resort.

The resort has 4 resort inside. Grand Riviera, Grand Sunset, platinum and kids. You often notice the limitations on what you're missing out on the higher tier sections (resto, pool, beach beds, transportation etc.)

Overall, we had a nice stay, although a bit short. We couldn't get a la carte reservations for the first night, so we had only 2 a la carte dinner. The check-in process was long and not as welcoming. Long waiting time and service was a bit cold. Perhaps because we were there for check-in times?

The experience felt more like a 4 stars than a 5 stars because of the need for a refresh in the rooms and some resort sections. It's still a very nice resort though. The beach and the pool have tons of towels early in the morning (towel game), although there is almost no one to be seen. Luckily, the beach get less busy in the afternoon so you can swap places for a better spot. No drink service, unless platinum. The pools were at times a bit dirty by the users. I swam next to used plasters and drinks plastic glasses. They is also a plus as there is more recycling. We lived the gold cat rides to go from point a to b. The driver was always nice and joyful. I liked the drinks variety, considering I was a non alcohol drinker. I was once served a 0% Corona at the a la carte, which was a nice touch from the waiter.

The room was a bit old and needed a refresher. The mattress was super comfy. The fridge was hot, not cold.

The wild life on the resort is very nice. The grounds are well maintained and the staff feels nice. You can see animals all around and they are not scared of humans. Please, do not feed them though. We even saw monkeys one day.

We took private transportation from the airport to save time since our trip was only 3 nights.

Overall, a nice trip, despite not being the most up-to-date resort we've visited in Mexico. It does feel high end, but I feel you really need to take platinum to feel high end; otherwise, it feels more like a 4 stars resort from my experience. We had a great vacating overall nevertheless. I would maybe good back if I upgrade to platinum. [Details]

Best friend trip! We had a wonderful stay! You can see some wear and tear and showing it's age especially in the rooms and at the pools. The food was great! The only thing that was an issue was we were told nothing at check in as before, they have an app and except you to search for it yourself. We went and booked our shuttle to return to the airport early glad we did because that can be easily forgotten about. Give us the wrong information about pick up time and we were scrambling that morning we left out to get more information.big resort lots of walking there was designated smoking areas but they were not being used, people were smoking any wheres they wanted. The quiet pool, was not quiet most days. Too many party pools , with loud noise and drank people never getting out of the pool. [Details]

Excellent the Princess App was the best. Easy to book dinners, event schedule. Evening shows were fun and entertaining. [Details]

Over all staff were warm and friendly. Room was clean and comfortable.
Close to beach and pool as we purchased an upgraded package.
Transportation from airport was delayed 2 hours and drop off at wrong lobby delayed us another 1.5 hours. I had to bring this to their attention. Now that we know our way around will go back [Details]

Amazing service! Staff is friendly and extremely dedicated to all your needs.
This resort is so big that it is more like a well run city. The shuttle is easy to take and there are plenty. Never waited more than 10 minutes for one.
The food is excellent! All restaurants are delicious.
Mama Mia was the best overall for our taste. The fajitas at Hacienda were the best we ever had in our lives. Still thinking about them [Details]

We stayed at the Platinum area, which was closest to the beach, which was the best part of the hotel. The hotel says that you will receive a cold cloth and a welcoming drink when you arrive. Nope. You stand in line waiting for a very slow check in and then said that they need to pay your taxes on your credit card only. They tell you your room number here's an and go luck. We were supposed to have king bed, not 2 double beds pushed together, which left us with the only electrical outlet that seemed to work was behind the tv. There was supposed to be a platinum buffet for breakfast and lunch ! CLOSED for renovations. (During prime time).
The drinks are not platinum, the service at the platinum beach was spotty and slow! There was always a line up at the platinum beach bar. Faster to walk to the lobby than wait! If you want to get a chair at the platinum pool get there before 6am. If you want a chair at the beach you have until 7:30am.
The snack at the platinum snack bar were the worst we have ever seen. Yogurt at breakfast and a nothing as the day goes on. You can book A la carte at 7pm for 2 days out. A page in my book was thicker, than the steak at the steak house. The main buffet, for was the same almost every night, Line up for spaghetti or tacos. The dessert cooler was bigger than the main food section. The meat, it was over cooked and so hard and dry ( the pan would probably taste better) [Details]

It was our second time at Grand Riviera Princess. Last year we loved the resort and we decided to come back this year. We staid for two weeks and were unpleasantly surprised this time with the leaking roof. Every time it was raining, the leak and the paddle on the floor was getting bigger. We realized it is not just our room, the other rooms were affected too. The other nuisance was lack of soap and shampoo. Provided 45 ml tubes were good for one time use and we constantly needed to ask for more. I thought it is included in all inclusive. On the other hand, it is a huge production of plastic tubes and the world is trying to reduce it. All other resorts have dispensers in the shower areas. Why can't the resort do the same, save the cost and stop the production of plastic? The Grand Riviera Princess gym has outdated equipment and good for tall men only. For others it may not matter but we go to gym regularly and we wanted to do the same on vacation. We also noted reduction of stuff but have to admit that people were working hard to make our stay nice and pleasant. Food was very good and if something was temporary missing, you just needed to ask and it was replaced right a way. Thank you to the kitchen stuff! We decided to look for different resort to go to next year. [Details]

Nice hotel, lobby and bus travel excursions arrival departures worse than poor [Details]

I just wanted to say that our Shuttle Driver Uriel throughout our whole visit was amazing! I am not sure where else I can put a review for him but he was so kind, friendly and considerate to others! Our time at the Grand Riviera Princess Platinum was so exceptional!

Martin our Bartender in Platinum was beyond fantastic as well. So personable and friendly and hard working (everyone at the resort) works so hard.
Martin went above and beyond with our stay at the Platinum Riviera Side Pool. Martin a fine gentleman and wonderful father and husband! You should be thankful you have great employees like Martin and Uriel!! [Details]

After 8 visits here being VIP guests in the Villas our expectations were higher. No renovations done, housekeeping staff shortages, staff language barriers, don't speak English, rude staff. Entertainment always the same, pools close too early, removal of services and Spa to VIP guests, not have to pay for top shelf liquor, gates to the Villa pool never locked and having to chase people out of our private pool. Staff did nothing.. we pay huge money to be there, and they are being given access. Not acceptable *** slow service, ancient music play lists.. a la Carte restaurants menus have not changed in 8 years [Details]

Staff was amazing! Always helpful and a joy to talk with.

Only real negative was we had a reservation for a King Size Bed, but got two double beds that still worked. Due to the long travel day; we did not want to move .. so we just dealt with that. [Details]

Great first experience in Mexico for my teenage boys! I wanted them to have a great time and the resort did not disappoint. Highly recommend. [Details]

Hotel is beautiful and staff try to be helpful. We are thankful we opted to upgrade to Platinum on check in as the private pool, snack bars, private bar, and concierge were extremely appreciated.
Food is good, but very repetitive even among the al la carte restaurants as most only have 3-4 different dishes from all of the other restaurants.
The beaches are beautiful and the beach areas very nice. But there did seem to be a lack of activities on the resort or at least a lack of advertisement of the daily activities.
The servers everywhere were great and the drinks were all amazing. [Details]

This is an excellent hotel to stay at Playa del Carmen!
Clean, great food, lots of restaurants, a lot of variety of buffet food and different entertainment every day. [Details]

Great resort with amazing service [Details]

* Housekeeping was great. Cleaning was good and supplies were adequate and replaced daily
*.Buffet was good but somewhat monotonous
*.Bedroom furniture at Sunset are old and almost falling apart [Details]

My wife and I loved our time here. The level of cleanliness, service, food, drinks, and activities were amazing! We loved our room as well and how quickly the room service was. We were able to book a complimentary honeymoon dinner at one of the beach front restaurants and the view and food was amazing! I would definitely recommend coming to this resort! [Details]

We were very happy with our experience. We stayed in the villas and we thought it was worth the price. We enjoyed the private pool and the staff were excellent. Alex and Guadeloupe were fantastic. [Details]

though the hotel itself is nice i found that the workers were not very welcoming or kind. the entertainment team was better that the rest though i do have to say. i was always scared to get drinks because they would seem annoyed or it would take 45 minutes to get one if you weren't in the lounge. the food was also not very good it was on certain nights but not others. breakfast was by far the worst. i'm very upset with my experience there and i would not go back [Details]

Had a great time at the hotel, Staff were great [Details]

Was overall great but drink service and bartenders understaffed [Details]

Overall it was a good place with some good and bad points. Lots of children but can get away at adult only pool if you have VIP or Platinum wristbands. Don't expect good food. [Details]

Very beautiful resort. Staff was great and accommodating. Lots to do at the beach and poolside.
Only two items that can be improved:
Internet was spotty and they need more than one staff
member next to the front desk to address any concerns. [Details]