Grand Residences Riviera Cancun

This was our 6th stay at Grand Residence, 4 times before Covid and 2 times since. Overall we had a great, relaxing time.  Have we seen some changes since the new ownership has taken over, yes. If we hadn't been to GR before Covid, we wouldn't know any differently, BUT because we have...we have noticed the little things. Is it still a great resort, yes, but you definitely see the little things that the timeshare/owners get that us regular folk don't anymore. The staff are really what make this resort the reason we come back. These are some of the staff that made our trip memorable:   Jane, our concierge, was very helpful with all our requests. Mariela (kids club) and Theresa, and who both still remember our son from when he went to the kids club. The personal trainer at the gym, Jorge was awesome! He is very knowledgeable and sincere, and he put me thru a great workout each time. Don’t be afraid to approach him and ask if he can help you.   Our housekeeper - Adolfo did an amazing job cleaning our room, such a sweet man. The beach setup crew were all great - always had smiles! Antonio at the lobby bar such a sweet guy! Alex and Gracia from the activities…they barely had their heads above the water for water volleyball but boy they were troopers, and kept their sense of humour.   The Heaven’s beach staff were all great, but Osman and Carlos were amazing! At Flor de Canela - Jonathan, Alexandro and Harvey were great! The breakfast and lunch staff were great overall, but Emilio C.O., Leonardo and Margarito stood our to us for their great service.   We love the complimentary private airport transfers, and is definitely one of the reasons we have booked this hotel.  Our drivers to/from the airport were Victor and Alfonso…such great guys, so friendly and people who love their work and the resort.    The dinner service at El Faro was our only hiccup. We really enjoyed the food, but the service staff was hit or miss. We had servers who never came back to fill up our waters or ask if we would like more wine, or explain that we could order food from a menu or go up to the buffet, ie seafood night, or even check to see if we were enjoying our meal.  We noticed that they don’t have bus boys on that side anymore which doesn’t help. Also, one night we sat there for almost 20 minutes without a waiter coming by at all. The frustrating part was a waiter who was very attentive to the table beside us saw us sitting there, but never said a word to us or anyone else. My husband finally went up to the front to tell them we didn't have a waiter. Our reservation was at 8pm so the rush was already over and the restaurant wasn't crazy busy. I know you can get super busy, but I would hope that you want to work as a team and help each other out and keep an eye out for tables that don't have any service.   It was really nice to see a change in the menu and also the breakfast buffet.  I think the only complaint is the desserts on the room service menu, we preferred the old menu.  Also the four cheese pizza wasn't good, the one cheese over powered the other cheeses. We ordered a lot of room service, and they staff there were all great!!!  I’m sorry I don’t remember their names :( I will next time!   I REALLY WISH the hotel would bring back, the musical group, THE TWO!!!  They use to perform two nights a week there a few years ago.  I was so disappointed that the hotel did not renew their contract… they are worth every single penny!!!  I do like that they have karaoke one night, a movie night for the kids and jazz/martini night.  Overall, it's a very quiet, relaxing place with great staff! Perfect if you want to unwind and enjoy good food. We are debating whether we will return as we are starting to feel we need more activities for our teenage son. If you have younger kids, it's great, and the kids club is amazing, or if you are a senior and like a quiet place. Cheers,   Penny & Mark

Good hotel but more suitable for senior guests. I don’t want to play afternoon bingo! There is no evening entertainment. Food and room size is good but this is timeshare resort. So there were few other “ holiday guests “ like us holidaying. Plus the push to attend a timeshare presentation is relentless. . The hotel dropped a star because of the unending quest for tips. We were all inclusive but we still had to sign a bill after each meal. It was nil except for the tip part. Every drink ordered we felt like a tip was sough. The taxi into the local town was also part of the scheme organised by the front desk. We needed a drug store so the taxi driver took us to his small local store and came into to drug store with us to make sure he got his cut. The USD 400 card deposit was not returned in full despite assurances that it will be! I lost 20 USD for no good reason. The quest for tips promotes insincere service which I found tiresome and false. I am not cheap and this is not a cheap hotel so act accordingly please

We are Royal Resorts members. Our home resort is the Royal Haciendas. We have stayed at all of the Royals and this was our first visit to the Grand Residences. The feeling is pure luxury from the minute you first see the resort. It is beautifully appointed, from the furnishings, chandeliers, and fresh flowers. There is no check in desk. There is a table with comfortable chairs and no rush to get you out. There are personal concierges who schedule everything from dinner reservations, to taxi rides, and even maintenance issues. There are only two restaurants on the property plush a poolside bar with a small lunch menu. The food is delicious with a varied menu for dinner. The pools are nice, smaller than the Haciendas. Chairs are reserved the day before so there is no rush to get your towels out at dawn. The beach is lovely and walkable. The resort itself is very quiet. These are all the things that we liked about it. What we didn’t like is the country club attitude of the other guests. People butted in line at the omelette station, berated the staff for minor issues, and were generally not friendly. Another issue was that we had $100 stolen from our room. The safe needed a battery to lock and was reported twice. It was never fixed until we reported the money missing. There were several people who were making the report but they were unable to determine what happened to the money. It was very disappointing.

Excellent, more intimate resort with an All Inclusive option. Beach access is right there for you to enjoy. Activities for kids and adults alike but mostly for adults IMO. Great food, fantastic staff. You will be made to feel like a VIP!

Amazing Staff yhat aims to please.but they can only do so much. There are only 2 main restaurants and a lunch cafe "Heavens" on the beach. Limited selections. Food quality is hit & miss giving it a mediocre at best ratings IMHO. Beach is rocky. Pool is the big attractions with activities thruout the day.