Grand Residences Riviera Cancun

Second year we spent Thanksgiving at the Grand Residences. Great resort for a peaceful getaway. The accommodation and staff are outstanding. There are activities for younger kids but not much for tweens, and teenagers.

Quiet, relaxing. Excellent service. Area away from high traffic but close enough to explore and venture out as desired.

Our experience at this hotel was misleading, dishonest, and unacceptable. On the first day, our assigned concierge JANE MORON (CAREN) told us we would be receiving a free dolphin encounter tour. Separately—and with absolutely no connection—she said we were required to attend a 90-minute presentation or be charged 500 MXN. At no point did she state these two things were related. We have screenshots of the presentation consent form she made us sign — it clearly lists no benefits, no free tour, and no compensation. Nothing about a free dolphin tour whatsoever. After completing the presentation, we were given two papers (a “tour discount” and a $180 credit). Two different staff members — including the tour agent — explicitly confirmed that: • the dolphin tour had already been applied • the $180 credit could be used anywhere in the hotel Based on that information, we used the $180 for hotel purchases. But the day before checkout, we learned that the dolphin tour was never made free and the full charge remained on our account. Only then did the staff suddenly claim that we had to use the discount paper and the $180 credit together for the tour to be free — a condition no one ever disclosed. Not the concierge. Not the presentation staff. Not the tour agent. No one. This is a textbook bait-and-switch, with contradictory explanations and zero transparency. We ended up being charged over USD $100 for a “free” tour that was never actually free. Completely unacceptable behavior from a hotel of this level. I do not recommend this hotel to anyone who expects honesty.

We have been going to Grand Residences since my oldest daughter who is now nine was less than a year old. I always refer to it as our happy place. We are family that travels the world and Grand Residences is the only place that we have gone back to over and over again. In the the nine years that we have been going, the high quality service, the beauty and cleanliness of the resort, and the genuine kindness of the staff is unwavering. In fact, many of the staff have been there for years. They remember us and make us feel like part of the family. I think it says a lot about the quality of a business when they can retain staff for years. Every encounter there is amazing but there are a few of the staff that are especially exceptional. This includes Chez who runs over and embraces my daughters the moment we arrive. When we are planning our trip, the first thing my children say is we can’t wait to see Chez. My children also absolutely adore the kids club staff who are so joyful and make their visit so much fun, including Mari, Yvonne, Naomi, and Xochitl. Iliana has been our concierge for years. She’s amazing. She reaches out to us before our trip and helps us arrange transportation and dinner reservations. One of the main reasons we continue to go back to Grand Residences is the staff ensures that everything from the second you land to the second you leave is easy and seamless. There’s a clean spacious private SUV waiting at the airport. The driver calls in our drink order so that when we walk into the lobby, a drink is waiting for us. Check in process is quick. In most cases from the time we land to the time we are in the pool with a drink in on our hand is about two hours. My favorite thing about the Grand Residences is the food. There is a beachside/pool side bar and two dine-in restaurants-one Mexican restaurant and one that changes their theme every night to serve a wide variety of food. Even at the beachside bar, the food is freshly made and ridiculously good. I eat tuna tartare every day for lunch. Even their hamburgers and hotdog are grilled fresh in front of you so they are amazing. The same holds true for the restaurants- high quality, freshly made and absolutely delicious! The waitstaff at the restaurants is exceptional. Some notable standouts include Jonathan, Carlos, Noa and Elias. Many have been there for years. The waitstaff at the pool side bar is attentive throughout the day constantly checking in seeing if you need more food or drinks. While all of them are amazing, Osman in particular stands out. He is so kind. He always makes an effort to come over and say hi even when we’re not in his section. In summary, it is a smaller, more peaceful, cleaner version of the typical all inclusive resort. It is not in Cancun but in a more remote town about 20 minutes south of the airport so you don’t have crowds on the beach and peddlers trying to constantly sell you stuff. The service and food are exceptional. The resort is beautiful immaculately clean (They have staff in scuba gear hand scrubbing the pool every day! ). We cannot wait to go back again next year.

We are a senior couple who visited with our disabled adult son for a 7-day stay. Before booking, we carefully confirmed wheelchair accessibility through Google, phone calls, and email. Concierge Jane assured us that the hotel, rooms, and airport transportation were fully accessible — but this was not accurate. Transportation: The **airport pickup vehicle was not accessible, despite Jane’s written confirmation. Our son struggled to enter the van and injured his head, causing bleeding and a bruise. The airport drop-off vehicle at the end of our stay was accessible, which shows it was possible to arrange — it simply wasn’t booked for the pickup. Accessibility at the Hotel: The hotel is small and luxurious, with smooth ramps and wide room doors — suitable for guests who can walk a few steps. However, it is not appropriate for limited-mobility or full-time wheelchair users: * Narrow bathroom * No grab bars * No roll-in shower * No roll-under sink * Pools have only stairs * Beach not accessible and no beach wheelchair Staff: The staff were exceptionally helpful and attentive. Special thanks to Israel, Paulin, and David, who were always there when we needed help. The restaurant was excellent — fresh food, great selection, and wonderful service. Despite the outstanding staff, the misleading accessibility information — especially from Jane — made our stay much more difficult. The hotel may suit guests with mild mobility issues but is not suitable for those with significant mobility needs.