Downtown Playa del Carmen Holidays from £953

We liked the room it was spacious with a comfortable bed. The bathroom had a large walk in shower which was great. We did not like that the staff were more concerned about what tip you would give even for just putting a drink in front of you on the bar. Even for the free breakfast we were presented with a zero bill and prompted to give a tip. I found this most bizarre. The seaweed on the beach made it very smelly not the hotel’s fault but there were no attempts to clear it in the 4 days we were there. The beach bar/club was very shabby. Really just a hut with old wooden tables and chairs. The outdoor pool although it looked a decent size in the advertising was really small!! Quite a disappointing experience. We did like Tulum town good restaurants and bars a reasonable prices. The hotel bar was expensive.

Our stay was amazing! from the moment we arrived received a nice glass of champagne, then checked in with Adam who was so welcoming and who happily confirmed our room was verified with what we requested, a king size bed and in the quiet area - Trendy Garden. We entered the room and were pleasantly surprised with a beautiful setup for my birthday celebration-the bed was setup so beautiful!! I was so happy to see they took in to account we were staying to celebrate my birthday-what nice touch to feel celebrated from the moment we arrived! Our cleaning lady was exceptional her name is Rosario, she was the sweetest and ensured our room was clean and had all we needed.We saw her almost everyday, she checked in with us and greeted us with a smile and wishes for a good time.Now to the bartenders: Luigi, he was so pleasant & always asked us if we needed anything, with so many people asking for drinks he always ensured we were taken care of, even when it was crazy busy.When walking to the pool bar and call his name "Hola Luigi" he would happily greet us and come by quickly.At night Abraham at the lobby bar was the greatest too! always acknowledging our arrival and checking in to ensure we liked our drinks & were having a good time! We felt so welcomed and taken care of. Play makers:Paola, was so sweet & welcoming! She remembered by bday & gave me chocolates-we loved her! Caliente, Andy, Maluma, BabyMango, Chocolate were amazing too; always came by to talk & greet us. Amazing time!

Beautiful location and wonderful people who worked there

We loved our stay! We were seeking a relaxing destination and this fit the bill. Olaf was very kind and upgraded our room. The staff are extremely friendly and willing to help. The only issue was the beach. There was plenty of seaweed which caused the entire area to stink really bad. You can’t get around the smell.

The staff at Grand Residences looked after us from start to finish. It was so nice to have transportation arranged to and from the hotel, in lovely black SUVs. The room had a large crib for my toddler, with an adorable baby shark and baby blanket inside. The highlight, though, was our food experience. My little one has several food allergies, and they kindly prepared his food on a separate grill. One day I forgot to tell the waiter about his allergies, but Abel at Heaven Grill remembered us from the day before and told his coworker. I appreciate the team for making this trip an easy, stress free getaway.