Grand Sirenis Riviera Maya Resort & Spa lies on a beautiful stretch of virgin beach extending some two miles along the coast, and boasts
an authentic and perfectly conserved Mayan ruin. Situated on the Riviera Maya, just an hour away to the South of the
airport at Cancun, and 32 km from Playa del Carmen. Its architecture, inspired by the Mayan culture, offers a spacious scenario, perfectly blending nature with open spaces.
Location
TulumProperty Information
{{title}}
Resort Details
Hotel Advisories
General Policies & Fine Print
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
24565 reviews
-
Dec 20, 2024Beautiful property, disappointing experience
We are here now. Renovations are not completed and they are oversold forcing people into rooms that are not acceptable. Check-in was hell. It took 5 hours and 3 tries before we got a room. The first was literally in construction, the second had black mold and smelled putrid. Not musty but straight up black mold, disgusting. You know it's bad when the bell boys take you to the room, open the door, say "no", and take you back to reception. Where, by the way, there is no manager to talk to and there are line ups of people complaining about all these issues as well as things like floods and no hot water. Our 3rd room had broken AC but it was 1:30 am and the only option other than sleeping in the lobby so we took it. They did fix it the next day, so that was surprising and a relief. I've been talking to Sunwing and management and there's been zero compensation so far. I've talked to other people and some have changed room three times and some people got a good room on their first try. It's a totally guess as to what you will get. The conceriege was reqlly helpful and we got 3 a la cartes booked for our one week stay. You will need to find yours ASAP so you can get your a la cartes booked. There is ongoing construction. Around the resort I haven't found a big impact. There is construction in our building and drilling woke us up at 8:30 day 2 but not since. So it's hard to gage how it could impact you. The renovated buffets and a la cartes are nice. Food is decent. The coffee shop is fantastic and so is the juice bar. Staff are working their buts off and are friendly and courteous. The beach is lovely and snorkeling is pretty good there. The beach chairs are run down but whatever. A towel hides that. There's one sand volleyball net and it gets quite busy. Pools are pretty quiet and it's easy to find chairs. They are a little chilly if it's overcast but clean and lots of options. The lazy river is fun. The resort is big but there are lots of shortcuts. Lots of paths have loose stones. If you have significant mobility issues I'd rent a scooter and not rely on shuttles. The theater is huge and quite comfy. We've seen one show and enjoyed it.
-
Dec 19, 2024
So disappointed no way is this a 5* hotel or service
We are currently at the Sirenis. Arrived late due to airport baggage issues. Waited nearly an hour to check in at the hotel to find the room catering for 2 people when there are clearly 3 staying. Bath tap broken, bathroom dirty, mini bar empty, spotlight hanging from the ceiling and more. Reported this to reception and we were told to return at 9am. Spoke with reception again to Eric who was helpful. Arranged a change of room and to collect the keys after 4pm. Excited we packed our cases and spent the day by the pool amazing grounds! Collected the keys to our replacement room. Yet again had to report so many issues to reception to be told we will send a maintenance guy to fix and come back in the morning. We have now been waiting 12hrs for the maintenance guy to come. Issues: Broken sink tap, A/C not cold, no TV remote, lampshades really dirty catering for 2 people again and an empty mini bar. How can they get it so wrong twice. The time here is 05:15 I’m wide awake as every 15 minutes the phone rang from 03:00 until I pulled the plug at 04:15. We will return to reception once again but we are also at breaking point. We have been waiting all year to relax and unwind also celebration our son’s 18th birthday to be so disappointed, disgusted and dismayed. I don’t know how you can class our experience as 5* as the rooms we have been given are no better that 2* I also understand that there is maintenance going on around the complex but apparently these have just been refurbished and opened over the past 2 weeks. Seriously not good enough they need to be inspected before they are let out to customers! Along with checking around the complex. 1 photo shows the taped live wires in the corridor that are child reachable height
-
Dec 19, 2024Pretty bad time so far.
When we got to the Resort, waited roughly an hour to check in. 5pm. Room still not ready, so we went to get a drink, fine. 7pm. Room still not ready. They ended up putting us in a different "nicer" room, for 3 days then we'd have to move. Whatever, just wanna change, rest after trip. The "nicer" Room has no AC, phones don't work, tvs don't work. I've been to talk with front desk 4 times and gotten no help. Room feels like a furnace. The main desk is a 10 min walk, and I've had to do it 4 times now (phones don't work) but st this point it's clear no-one is coming to help.
-
Dec 18, 2024
What a joke of a resort!
What a nightmare of a resort. I’ve never seen so many upset people. Folks are getting put into rooms that are not done yet, our room smelled like mildew so bad we asked for a change but feel like we’ll be lucky to get one, maybe lucky to get a completed room at all. Food ok but not great, service overall is limited. Beach is ok. Towel service is weird, only one towel a day allowed. Best part of resort was getting off the resort to go swim with the turtles. What a joke this place is.
-
Dec 18, 2024
Find somewhere else to stay!!! DO NOT RECOMMEND!
Worst vacation we have ever had. We are so disappointed as this was our family vacation that we worked hard to save up for. This is very detailed, but I feel like if you take the time to read this you'll understand why you should book elsewhere! December 6th we arrived at the resort around 6:30 pm. We were then given room 1884 on the 3rd floor. Upon entering the room we immediately noticed a ceiling vent that had fallen out and landed on the sofa bed beneath it. This was very concerning to us, as this was the bed our daughter was going to be sleeping in. If this had fallen while she was there it could have been VERY BAD. There was also a mess from the fall. We were then brought back down to the check in area at which time we waited for them to find us a different room. They then assigned us to room 1803 on the first floor. While we were thankful they found us another room, this is probably the worst location in the whole building. It was so noisy we barely slept. There was full on construction right across from the room and it was constant right from early in the morning. So we kindly asked if we could be put back in room 1884 once the ceiling vent was fixed. December 7 we were told to give back our keys to room 1803 at noon and then we did not have a room until 3 pm when they checked us back in to 1884. Upon returning to 1884 at 3 pm we did notice the ceiling vent was back up, however it was once again barely hanging on. My husband actually had to redo it himself to ensure it wasn't going to fall again. December 8/9 we were hopeful. We thought things were going better. Until my daughter woke me up at 2:30 am because she was soaked. The roof above her was leaking and her bed was completely covered in water. She is 6 years old. A 6 year old waking up in the middle of the night completely soaked because the roof at our hotel is leaking on her... just imagine that. She was scared, she was confused, we were all very tired and very upset. My husband called down to the members check in and got no answer, so he was forced to walk over to the main check in area in his pajamas at 3 am. The guy there was very helpful and found us a room to move to for the night. He sent us a shuttle right away, and told us to leave our luggage in the room and it would be dealt with in the morning at 7 am when the member check in opens. So here we all are at 3:30 am in our pajamas heading over to building 2400 so we can try to get some sleep. The next morning at 7 am my husband walked back over to the members check in to find out what's going on with our room situation. He was told there was nothing they could do until the manager was there at 8:30. He asked for a shuttle back across the resort to the 2400 building and was told to go pack the luggage from upstairs and to take it to our temporary room so we could get dressed for the day. After he packed it all up and brought it down himself he was told there would be no shuttle coming to get him and he would have to walk back to the 2400 building and leave his luggage with the member desk, and to call at 8:30 when the manager was there. He called at 8:30 and they said they would call us back shortly. 9:00 rolls around and still no one has called us. We call them to find out what's going on, and they still had no answers. Finally we call them again and ask if they can at least send over our luggage so we can get dressed and start our day. Half an hour goes by and still no luggage has arrived, so we call again. They tell us they have no shuttles and our luggage is still not on its way. At this point it's getting late, we are feeling like we are trapped in this random room way across the resort and we have none of our things. We had activities planned with family that day so we were forced to walk all the way back to 1800 block in our pajamas to get our luggage, which we brought to my parents room so we can at least get changed. We are feeling like no one cares, we keep getting the runaround, and no one can help us. We are beyond frustrated at this point. Finally at 1:30 we are given a new room, 1870 on the top floor. We are relieved to finally have a room again. We unpack everything again and we again hope for the best. December 9 we go to bed completely exhausted from the chaos the night before. December 10 we wake up once again to my daughter calling my name, because her bed is wet again. The roof was leaking again... in the new room in the same spot. I walk down to the member check in and I tell them that it's leaking and that we would really not like to move again so can they please fix it for us right away. At this point we are on our 4th room in 4 days. A couple hours later we check the room, still no one has been there. My husband is at this point finding it very hard to stay calm with the staff, and my daughter and I are in tears again. My husband called them again and asked them to come fix it. Finally hours later the leak has been fixed. We go back to the room to check on it, and the power is not working. So we have to call them and ask them to fix the power. Finally the power works, and the roof isn't leaking. Honestly the physical issues themselves were a lot, and very disappointing, but the way the staff handled it all was the worst part. They could not have cared less. We felt completely abandoned. Now that was just highlighting the major problems, this doesn't even begin to mention all of the minor issues we encountered such as: Shower leaking all over the bathroom floor Bathroom sliding doors not closing Shuttles almost nearly impossible to get throughout the trip A/C not working all the time I have never had such a bad experience on vacation in my life. We feel like we got scammed by Grand Sirenis.