Grand Residences Riviera Cancun

I expected much more from Grand Residences Puerto Morelos and Royal Resorts, especially as a club member. Unfortunately, this trip became one of the most frustrating travel experiences I have had in Mexico because of poor communication, misleading concierge arrangements, and a complete lack of follow-up after serious concerns were raised. Before arrival, our concierge Gustavo never contacted us, which meant no airport transportation had been arranged. We had to scramble upon arrival. Ironically, another concierge later handled our airport return transportation efficiently, proving the issue was not the resort itself, but the lack of professionalism and follow-through from Gustavo. Things became worse after we mentioned during the membership presentation that we were disappointed with the repetitive restaurant menus and wanted a day to shop in Cancun, specifically at the Nike store. Gustavo suddenly became very attentive and convinced us to cancel the Viator transportation we had already booked because he claimed he could arrange something “better.” That was a mistake. Instead of a straightforward shopping trip, we were turned over to a tour operator named Erik and taken through what felt like a series of sales traps disguised as tourism. We were told there would be a quick one-hour jewelry store stop before being dropped near Royal Sands Cancun so we could enjoy the mall area at our own pace. That never happened. The jewelry presentation lasted approximately 2.5 hours. Then we were taken to a souvenir store and restaurant for another 1.5 hours where we were told only three limited menu items were available to us. Even with the restricted menu, we still spent $44 USD. At one point, a staff member had to track me down because Erik called her personal phone to suddenly announce that our “shopping time” would now only be one hour. Anyone familiar with Cancun shopping areas knows that is unrealistic after wasting most of the day on forced commercial stops. The situation became even more uncomfortable when our original vehicle broke down due to failed air conditioning and we were transferred into another van with a different driver. Later, the van pulled over at an unexpected roadside location where Erik suddenly appeared and attempted to hand me off to a stranger who supposedly would take me separately to the mall and pick me up later that evening. At that point, I no longer felt safe. This was completely different from what Gustavo originally promised, and I was not comfortable being separated from the group and placed with someone I did not know in a foreign area. I declined immediately. When we returned to the resort, I explained everything directly to Gustavo. He acknowledged the situation and said he would speak with management about compensating us for the wasted vacation day, possibly with spa services. After that conversation, we never heard from him again. What concerns me most is not just the wasted day, but the disconnect between the luxury branding of Royal Resorts and the actual guest experience we received. Guests should not feel pressured into tourism sales pipelines, misled about transportation and schedules, or placed into situations where they feel unsafe. I hope management responds because this experience seriously changed my perception of Royal Resorts and whether membership loyalty is truly valued.

this is definitely a 5 star resort. The villas are big and luxurious and the staf are there to take care of anything you need. Would go back again and again

The room was beautiful and very clean. All of the staff from check-in to check-out were friendly and very attentive. This is our second visit and we will return. I prefer a more quiet atmosphere and this resort provides just that.

My very first experience in an all-inclusive resort and this resort checks all the list. I was spending my birthday here and they made me feel special. They were even generous enough to upgrade me to a beachfront room which was amazing! Attentive, courteous, respectful, pleasant staff-always there to help, a 100%! My personal concierge was the best! She handled our needs perfectly and effortlessly. The place is well maintained, clean, and has a relaxing vibe to it. Food was great and tasteful! Drinks were superb-can be customised too! Only thing I have to comment but not really a bother was the early breakfast or box lunch they serve, I had ordered an early breakfast as we have to leave the place before 7am and they don't serve eggs or continental breakfast. I know, very minor! But that was it, everything else was perfect! 100%!

This is my second trip to this resort and I still absolutely love it. Transportation from the airport to the resort is so convenient and the resort will set it up for you (I always call a week before and arrange times, which are confirmed through email). The drivers greet you with a smile, chilled water, refreshing towels and call in your drink order that is ready when you reach the resort. I love chatting with them on the drive! The luggage attendants explain everything thoroughly and you never touch your bags until you get to your room and they are waiting there. Though this resort only has three restaurants, don't worry about not having a good variety of food choices. El Faro changes every night and while we were there we attended the French, Italian and Seafood nights. Each night had a menu directed towards flavorful and appealing starters, main courses and desserts. I have never had any bad food experiences at this resort. Anything I request grilled comes done to perfection ( I HATE ordering medium and getting well done) - many thanks to the kitchen!! The servers and all workers in the restaurant areas are always happy, friendly and seem to anticipate what is needed before you even have to ask. Mauricio at check-in/check-out was the BEST! He really sets off the tone for your stay (after the friendly driver and luggage attendants). Everything is thoroughly explained and all questions answered. I did have a few in some changes between our 2025 stay and this one and Mauricio took his time and never rushed me. You really develop relationships with the staff at this resort. Strike up a conversation and they will for sure remember you the next time you visit! We have stayed in both the Junior Suite and the Master Suite and although we prefer the Master Suite (who wouldn't???), the Junior Suite has enough comfortable space for two people. We love the ocean view and the spacious balcony in the evenings. Dual sinks in the bathroom is appreciated and so are all the "extras" you may have forgotten (full-sized toothpaste, toothbrush, sewing kit, shoe polisher, beauty kit, bug spray, shower cap, etc.) This resort was pristine last year and I have to say, is the exact same this year. You will not find stray glasses or trash anywhere. It is impeccably clean and inviting. The daily maid service (in my opinion) does an excellent job everyday and the turn-down service with the cute animals is always looked forward to. I honestly have never met anyone working at the resort that does not seem happy or seems to not enjoy their job. Everyone goes out of their way to be helpful. We have made so many relationships with resort staff in only the two times we have been there. We have also meet a wide array of guests age-wise at the resort while staying and have enjoyed that very much. There is no loud partying, no sloppy drunks or inappropriate behavior. It is truly a wonderful resort to go to in order to rest, relax and recharge. I don't ever want to come home!!