Location
Riviera Maya - BeachProperty Information
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Resort Details
Hotel Advisories
General Policies & Fine Print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
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
10050 reviews
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Dec 24, 2024Decent resort with lots of improvements to be better
Currently at the resort while writing this. 12 night stay where I originally planned to stay at White Sands but moved to Kantenah due to renovations at White Sands. Room 3/5 : Fine basic room. I don’t put much value in the room due to not spending much time in it. These were recently renovated but done poorly. Floor tiles are cracked and loose. Basic fixture changes but installed very poorly. Bath tub surround is graded opposite so water pools and creates residue/mold. For 12 nights I like to unpack my suitcase but unless you want to scatter your clothes across the room you can’t as there’s no clothes storage. A big empty space across the couch would’ve benefited from a dresser. There also isn’t a hair dryer in our room which is a first. The top portion of the mattress is splitting a part from the bottom. My safe also had 1 button not working. One day I had minibar / snack refills. Very livable but lots of flaws. Room Cleaning 1/5 : Your bed will be made and if you put your towels on the floor they will be replaced otherwise expect nothing. There was a spill night 1 and I left a 100 peso tip with the card to replace the bedding and it was not replaced. My table beside my bed wasn’t wiped for 4 days. (Residue from cold water stayed there). Floors not done yet (night 11). My pillow has a hole in it, not switched out. Cleaning service is the worst I’ve experienced travelling. Restaurants 2.5/5 : By no means did I go hungry but expect a very very similar selection everyday. Almost everyday the meat carving station has been ham. Same dishes every time with very little variety. Colonial buffet and Azul service is non existent. I don’t know if it’s related to White Sands being under renovation but most days I don’t get past getting a water. Haven’t gotten a coffee ever in the morning. They’re larger and have more selection when the food isn’t empty but go to White Sands buffet. No line to get in to the buffet and you can actually get a drink and the food is stocked. Night and day difference when it comes to service and availability. I tried a few A la Cartes and my only recommendation is Brazilian. The Italian restaurant service stopped immediately when I didn’t want to buy a bottle of wine. Ravioli was empty, just pasta folded on itself with nothing inside. My veal was burnt. 100% charred. My wife enjoyed the seafood Alfredo, maybe I got unlucky. I normally would’ve asked for it to be remade but it took almost an hour from when we ordered to receive it and I didn’t want to wait again. The steak house was a bit better but we were over shadowed by large families. I ordered the T Bone and 50% of it was fat. If you want steak the Brazilian is a better choice. The booking process for them is great unless you want one where you have to go to guest services. You can book up to 2 days in advance through the app which is great. If you want to book through guest services expect to line up at 6:30 am or you won’t be able to go where you want. 0/5 when it comes to having to book with guest services. They should make them walk up since they’re half empty anyway and there is line ups to get in the main buffet. Bars 4/5 : Churchills in Kantenah lobby is fantastic. I prefer quiet and this was the top of my list when it came to having a few drinks to end the night. All lobby bars are similar but colonial is much busier. I asked about the specialty liquor program before I came and someone said just ask, if they have it they’ll give it to you. 50/50 on that. I always ask for drinks by brand and some places wouldn’t and some would. I tip well and always talk to the bar staff so I just went to the same bartenders after a while and had no issues. The sports bar is great if you want some snacks or want to watch a specific game. I went in when it was quiet and asked for a game and a large group came in after and they honoured my request since I was first and kept my game on the big tv. Pools : I enjoyed the adult pool. Nice and quiet and the bartenders are awesome. Colonial pool is a mad house and unless you want to throw out towels super early you won’t get a seat. White Sands pool opened today and I think it’s a great space. It isn’t advertised that it’s open because surrounding areas are still under construction but it’s a great pool. Misc and overall 1.5/5 : Not a downside for everyone but this is the first resort I’ve been to (out of 15) where there is such a drastic ratio of English speaking people compared to French/Spanish. I spoke to a lot of different people and it was easily a 1:5 or more ratio. Staff gravitated to non English more which was fine, easier to communicate. The amount of smoking was crazy to me. There are signs saying no smoking with people smoking directly beside it. Cart service is decent. So many people are rude about it. If you’re a nice person and speak to the driver like a human they’ll take you wherever you want to go, not just lobbies. Keep to the sides so carts can move. The amount of careless people who just ignore the carts and expect them to go around them is pathetic. Be prepared to have to step off of paths to avoid other guests. I walk a lot of the time and the paths are not super wide but I stick to my side and I’ve bumped in to tons of people who refuse to walk single file. Gym facility is more than enough. I workout daily at home and if you’re an active person you can get everything done that you need. The garbage around the paths are not from guests. The wild life get in the garbages and pull it out. Lots of wildlife throughout the resort but I had no issues. TRS sales people are in every lobby trying to get you to a sales pitch. I did it because I got offered free tickets to Chic which I was planning to buy and it was a rainy day. You can get massages and other things, if you come across a rainy day you can make it worth your while to do it. Don’t do the food portion just do the sales part. I was 100% turned off because I said what type of suite I was interested in and they tried to sell me a much more expensive one which means they’re not even listening to me so I checked out at that point. A really annoying part after was I got sent to 4 different places to book my Chic dinner when it was booked in the TRS area which is where I started. Still worth it in the end but just sharing my experience. Wifi is great throughout the resort. Loungers are just put back where they go they aren’t cleaned. Other resorts have someone go and spray them down in the early morning, didn’t see this here. No towel cards. Just grab and go. However they could do with some new ones. Lots have stains. No room card. Your room key is installed in your wristband Disabled my room keys because staff don't know how to enter the correct amount of nights upon booking. Refused to get me a cart back to my room, told me to wait for the train. Not a big deal if my room was close to the lobby but it couldn’t be further. Went to the Chic dinner and it was phenomenal. Would recommend it to anyone. The only thing to consider with doing that is you have to go to the TRS lobby and if you’re not staying there getting back to your room after the show 12/1am is a pain. I had a driver not want to take me because he was “TRS”. Regular carts don’t frequent that area so be prepared for a poor experience or a very long dark walk. There are positives and negatives but for me this is a one time stop. It won’t be on my list of repeat locations. Hopefully this review helps people. Repost due to edit and more facilities opening**
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Dec 24, 2024
Awful resort
As adults that love good food. This is not the resort for us. Everything was extra. Basic food reheated at the buffet. A la carte was not that better. Never again
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Dec 22, 2024OK vacation. Could have been better.
We stayed at GP Kantenah the week of Dec4-11. Family of 4, 2 adults 1 teen 1 child Arrival: we were the only ones on our bus going to Kantenah, the wonderful bellhop quickly greeted us and we went to check in which was also quick. We were given our requested ground floor room as our teenager has a knee injury that makes stairs difficult. The bellhop loaded our luggage into a cart and drove us to building 41 and brought our luggage to our room for us. It's a huge property, carts take you between lobbies, sometimes it would be a long wait and we would just start walking, most times a cart would pull up on us and give us a ride. Kantenah and colonial are easy to walk between but white sands is a bit of a trek. The grounds were beautiful and well maintained. I loved the lush jungle and surprisingly we had no bug bites. We saw lots of wildlife. The beautiful flamingos, monkeys, coatis, agouti, iguanas, the tiniest geckos, lovely birds. We saw the monkeys 3 times and I was excited because our last trip to Mexico we couldn't find the monkeys that everyone kept seeing. Pool: giant pool, lots of space. But why do we need to be giants to enjoy it. I'm glad we had floats for everyone because at 5'3" I was the same height as the pool. There are 2 shallower parts that were often the most busy. Lots of in water loungers that we hung out at. Our 2nd to last day my husband also stepped on broken glass at the bottom of the shallow end by where they aquacize. None of the staff seemed to care. We were able to find at least 2 chairs together most times of day. Beach: was beautiful down by the family select part. Rocky in the rest. Staff: most were pleasant. The service could be a bit better though. We went to Mexico for the first time last year and the service was amazing. It's the only reason we chose mexico again instead of going to Jamaica, so we were kind of bummed that it wasn't the best. Tipping didn't seem to make a difference. Housekeeping: Our housekeeping wasn't great. We arrived and checked out the mini fridge, that had a half empty bottle of water left over from the previous guest. So I tossed it in the trash and the next morning our housekeeper had grabbed it out of the trash and put it back in the minifridge. We reported that to the front desk which we normally never complain about anything, but that was disgusting, someone else's water AND out of the trash!!! Sometimes our towels were replaced sometimes they weren't, sometimes we got 2 bath towels, sometimes we got 4. We had 1 wash cloth for the week. We ended up just getting housekeeping to change sheets half way through and the other days just leaving DND on and then we would call the front desk to ask for towels later that night if they were needed. And yes, we tipped. Both the crappy housekeeping and the person bringing towels. Restaurants: hit and miss. Sumptiori and Portofino were decent. Brasa was not good. Meat was either over cooked or undercooked. La Paisana was OK but the steak didn't have much flavour and our sons medium rib eye was rare. The buffets were not the best. Food Temps really need to be kept better. A lot of food was barely warm. Some foods would be good one time and awful the next. Even the French fries weren't always a safe choice. We liked the white sands buffet for breakfast or the outside buffet (although that came with the raccoons jumping up and stealing food off people's plates 🤣 or bird poop on the cushions) it was always easier to get seated at that one though. We always found something to eat but sometimes it required us hitting up El gran Azul and then heading across the path to la hacienda or vice versa. The one day we even went on a journey to la dahlia in search of chocate croissants because they weren't always easy to find and they are my sons favourite part of the breakfast buffets. Room: freshly renovated and that's kind of where that ends. There was an incredibly musty smell (it took a week to get through all our laundry when we got home because it took multiple washes to get the smell out) I expect somewhat of a smell as I know it's very humid there but it's never been that bad at any other resort we've been to, especially considering they have been renovated recently. The room was spacious with 2 double bed and a pull out chair, which we got set up for our daughter, however she ended back in bed with me as she said sleeping on the hard floor would have been better. The double beds weren't much better though and were quite firm and the pillows the opposite and not firm at all. We had a nice little balcony that looked out on to trees. We saw a couple iguanas that had climbed up to eat some leaves. The bathroom is where they could have improved. There is a shower/tub combo but the tub is very high and was somewhat difficult to climb into for our daughter with the knee injury. And a rain shower head, which I do not enjoy as it takes forever to get my hair clean and a shower wand which is what I used however it can't be left on while in.becuase it shoots water straight out. I also felt like the bathroom could use some more counter space. We ended up leaving hair and toothbrushes in the main area. I liked the closet but felt it could have used a couple drawers but we made do. Now for the bad bad. The safe food handling was bad. So bad that I was afraid we were going to get sick from the food at the buffets. Bad food Temps. Raw poultry in a container sitting right next to the cooked pork, taking the raw chicken in their ungloved hand an plopping it on the grill then grabbing the tongs with their raw poultry fingers and repeating the process. The crepe maker taking everyone's plates from them, then using that same gloved hand and grabbing the berries for the crepes. Basically everyone that handed him their plates also had their.hands in the berries. Some of the food was out in the buffet at improper Temps for too long. The ice cream person was fixing something inside the freezer part and then handing people their ice cream without changing gloves. The cups at the little bar at the pool were "cleaned" by a guy aggressively turn a cloth inside twice and that was it. So basically the outside of the cups just got wet. I don't know why they don't have a dishwasher at the bars to sanitize. We didnt make it to many of the night shows. We tried the white party /fire show but didn't make it to the fire show part because our kids wete tired and weren't interested in the dancing that is before the fire show. My daughter and I went to the taco and tequila night, it was fun, we checked out the vendors, watched a guy get thrown from the mechanical bull. Watched some nice performances. We didn't make it to any of the other night shows. We tried a round of mini golf and that was not the best. All of the holes seemed to be on a little raised bump which made it kind of hard to get the ball in the hole. I think we had a par like 200. My last gripe (and it seems to have unfortunately become the norm in so many resorts) the time share people. They didn't tend to bother us in our lobby, but everytime we went to white sands they would try to rope us into the presentation. Thankfully we would just say no thanks and they would move on. But after so many times it got kind of annoying. We probably got approached 9 or 10 times in the week we were there. We of course made the best of our week but we 100% will not be returning customers.
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Dec 20, 2024
Definitely not 5-star. Not worth the money.
The only one good thing we have to say about this resort is that the kids club was great. Lots of staff, and did lots of great activities with the kids throughout the day. Overall, we felt very ripped off for what we paid. We paid almost half the price to go to Grand Sirenis next door, and even though it is only a 4 star, it looks and feels far more like a 5 star than Palladium. Food, staff, grounds, activities, entertainment, housekeeping -all of it is exponentially better at GS, and way more on offer too. Would not recommend Grand Palladium to anyone
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Dec 20, 2024Overall good, some improvements could be made
Overall good, some improvements could be made. The resort is too over crowded, making for a noisy breakfast experience. Some of the workers do not speak English or very few words of English.