Grand Sirenis Riviera Maya Resort & Spa - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

25026 reviews

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  Pool

  Jooqvin Martinez at the pool bar made us the best shark bait shots! Very friendly service!! Our entire trip has been a fun time! We are looking forward to the rest of our days here. Can’t beat the weather in Mexico!! Met lots of new friends and participated in lots of fun activities

  Mar 01, 2025
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  Fun time at Grand Sirenis

  We recently enjoyed our second stay at the Grand Sirenis Riviera Maya Resort & Spa, and once again, it was an unforgettable experience. Our family, including our grandkids, felt warmly welcomed and well cared for throughout our February 2025 visit. A special shout-out to Marlene Castro, Erik Medina and Edgar Ponce from Guest Services, who went above and beyond their duties to ensure our stay was memorable. Ana Sofia, Diana, and Angie at the front desk provided exceptional service, making every interaction pleasant and efficient. The dining options were fantastic, with Aida's daily reviews of the food places guiding us to some amazing meals. Chef Arturo at the Casa Alma seafood restaurant wowed us with his five-star dishes, and Carlos's service was truly outstanding. We loved our previous visit, but our recent stay was even better. We can't wait to return to Grand Sirenis!

  Mar 01, 2025
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  Great place

  Jorge was the best bartender in ULC Bldg 18. Always so friendly and professional. Romane in the evening buffet is so courteous and attentive. Beds were comfy and our room was always so clean by Juan Carlos. Lucy our concierge was so attentive. Al La cartes were great. Our fav was the Asian Street Food.

  Mar 01, 2025
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  My kids loved the kids club. Thank you.♡

  The kids club was amazing. Our kids loved spending the day with all the kids club ladies. Thank you for making their time so wonderful!! Crafts, cooking, games, mini disco! There was so much to do and everyone was so kind!♡♡♡♡♡ Andy was great!! Cookies and pizza was so yummy. Lazy river was great too!

  Mar 01, 2025
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  Don't ignore the bad reviews, huge issues.

  Most importantly, we saw the worrying reviews coming from this hotel before coming and thought all would be ok and it wouldn't impact us. Sadly, there are horror stories coming out of this hotel and our experience only tells this. Room: We arrived on Jan 25. Arrived back to our room after day 1 for there to be water pouring leaking through the ceiling of our bathroom. We went to the concierge and reported immediately to then sit in the room and wait for a considerable amount of time. Frustrated at waiting we then had to repeat the issue to the main check in desk to a person I will refer to as "Manager". When the maintenance finally arrived, they put the ladder up, opened up a hatch in the ceiling and shockingly pulled out a bundle of soaked towels. They were well aware of this issue, so decided to put towel into the ceiling hoping it would resolve it and allowed guests to be checked in. We were told "Room above, jacuzzi, leaking". The maintenance guy disappeared, reappared with sealant, paint and a pile of new towels. We had to go back to the main check in desk to speak to "Manager" once again for him to tell us, "Go back to the room and shower and we will fix it tomorrow". I explained that the bathroom was flooded, we could not do this. His response was "Go back to the room shower and maybe we can fix it tonight". I once again repeated, the room is flooded, how am I supposed to shower? At this point, "Manager" said "What do you want me to do?", I suggested a room change to which it was agreed. "Manager" asked us how long we would need to get ready to change and I said half an hour, he promised he would call me in half an hour to arrange a collection for us to be moved. At this point, we headed back to the hotel room to find that the maintenance engineers had left our room and left the door wide open. How long had the door been open? What if someone had come in and taken our things whilst we were not there? 50 minutes passed and no call from "Manager". Understanding they may be busy, I used the room phone to ring the front desk, no answer. 5 attempts later, no answer on any occasion. Another walk back to the main front desk. "Manager" stated "I've been calling you". I emphasised the fact that he had not called me and we had been trying to call him. At this point I have to make it very clear "Manager" admitted that he did not call me and admitted that he lied. After this admission, I asked to speak to a more senior person to which "Manager 2" (Who had been present the whole time but had not gotten involved). I tried to explain what had happened "Manager 2" only to realise as I was talking, he was not listening. I asked him to repeat back the complaint, he could not, specifically ignoring the fact that "Manager" had lied to us. The new room that we were moved to hours and hours after this had began was very tired with flies everywhere (photo attached of a drink in the room which had flies drowning in it when the glass had only been there less than an hour), paint over the furniture, screws hanging out of woodwork and the AC not working making the temperature uncomfortable. We were so tired and fed up with the hotel, the way we had been treated and the poor experience we had that we had no trust that this was going to get any better so decided to make do with the new room. The very next day whilst walking back from the pool we saw a family being checked into the original room mere hours after the issue so once again they completely disregarded the issue. Notably to mention, on one night of our stay, we decided to have an early night, getting into bed at 9.30pm. After falling asleep very quickly, we were awoken to a maintenance engineer drilling at our room front door at 10pm (Photo attached taken through the peep hole showing the time stamp). We opened the door and received "Pardon" only for the drilling to continue. This happened on 3 seperate nights across the remainder of our stay around the hours of 10pm. I would like to mention that upon writing this, there have been recent reviews stating room leaks that have been dealt with sufficiently in comparison to us. My question is, regardless of how well it's dealt with or how badly it had been dealt with, it should be a major red flag that leaks and floods are so common in this "5 star" hotel. Food: My partner suffers a gluten allergy and we have never been to a hotel where we felt so uncomfortable having an allergy. Requesting something from the kitchen staff was met with the biggest attitude, eye rolls and them forgetting about our requests or trying to run away and saying snarky comments to each other once you approached. This is after being told what they can accommodate and what they can't - not a request on something difficult to do. Numerous times, we had asked for a drink at our table and these drinks did not ever arrive, it got to the point where we did not ask anymore. Excluding the allergy, the food was a typical all inclusive buffet food - not great, but you could choose something to eat. Grounds/Wildlife: The grounds are beautiful although it seems it's not taken care of enough. In the morning the pool area would be still full of rubbish and dirty sun lounges (especially the sunbeds at the beach which are truly due an upgrade, when you sit down you fall through some of them and hit the ground). The hotel seems to "Mop" their corridors which involved a process of pouring a bucket of water across the entire floor and then squeezing the water up with a water mop, this was a huge risk of slipping especially wearing beach footwear. The wildlife especially the monkeys were a great addition to our stay. Bar/Staff: The drinks were typical all inclusive drinks but not the best we ever had considering TUI advertises the hotel as platinum. We caught staff commenting on various guests in the bars thinking nobody can understand them. Overall we do not recommend this hotel, they're obviously a tired hotel in the middle of a huge refurbishment which is beginning to look nice but unfortunately, they need to bring the infrastructure and importantly the staff up to date too. This is our second visit to Riviera Maya with a visit the exact same week Jan 24, we stayed in a "4 star" resort with a lower price point to which outperformed this "5 star" hotel in every aspect. Definitley not "5 star" and would advise to look elsewhere. Don't ignore the bad reviews, huge issues. Leaking ceiling, rude people, poor experience.

  Feb 28, 2025