Indoor pool, 12 outdoor pools, free pool cabanas, pool umbrellas

Reviews of Grand Riviera Princess - All Inclusive

4.5 out of 5
Grand Riviera Princess - All Inclusive
Prolongacion 5ta Avenida, Mza 20 Lote 006, Playa del Carmen, QROO

Reviews

7.8

Good

Rating 10 - Excellent. 1063 out of 2424 reviews" "
Rating 8 - Good. 620 out of 2424 reviews" "
Rating 6 - Okay. 346 out of 2424 reviews" "
Rating 4 - Poor. 200 out of 2424 reviews" "
Rating 2 - Terrible. 195 out of 2424 reviews" "

8.6/10

Cleanliness

8.0/10

Staff & service

8.2/10

Amenities

8.4/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

4/10 Poor

Sean

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Upon arrival ALL restaurants were booked out for the entire stay, our only option was a terrible buffet with microwaved cafeteria quality food. They wanted you to pay for a bottle of champagne or lobster in order to get a reservation at a restaurant, which is ridiculous because an all inclusive you pay for restaurant service. We had a do not disturb sign on our handle outside the door, and they still came into our room without permission. Almost all of staff the doesn't speak English. It's outdated and rundown. Definitely won't rebook with this resort
Stayed 3 nights in Mar 2024
Response from Dani Santizo on 27 Mar 2024
Hello dear Sean, thank you very much for giving you the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Sincerely.

10/10 Excellent

Edwin Algeniss Pabon

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great service, staff was amazing
Stayed 4 nights in Mar 2024
Response from Dani Santizo on 27 Mar 2024
Hello dear Edwin, thank you for taking the time to rate the hotel and share with us what your experience was during your stay.We feel happy and motivated to know that he enjoyed his vacation with us. We will continue to make great efforts to provide good service and unforgettable experiences to all our guests.Thank you very much for your preference, we hope he can return soon.Kind regards.

4/10 Poor

ALEXIS

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service, amenities
Very noisy
Stayed 3 nights in Mar 2024
Response from Betsa on 26 Mar 2024
Dear AlexisThank you for taking the time to write your opinion. We are sorry that your stay with us was not totally satisfactory. For us, it is important to please all our guests and we appreciate you sharing your experience with us, as this way we will know where we should improve. We hope that we can regain your trust and have the opportunity to serve you again. Best regards

8/10 Good

Sarah Overington and Christopher

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked how comfortable and safe we all felt.
Stayed 7 nights in Mar 2024
Response from Dani Santizo on 25 Mar 2024
Hello dear Sarah, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, without a doubt your comments will be well received by all the staff, comments like this make our commitment to our guests continue to grow.I hope to see you soon and coincide with your return on Princess.Kind regards.

6/10 Okay

Jamil

Travelled with group
Liked: Cleanliness
Disliked: Staff & service, amenities
The check-in process was horrible. We had (and paid for) VIP Platinum access but were not introduced to any of the Platinum amenities for the first 3 of our 7 days. We didn't even get the welcome punch you're supposed to get. We were lied to about the location and availability of our private concierge and services, so we spent the first 3 days enjoying the regular amenities, and constantly being upsold by vendors on the site. Finally after being tired of this for 3 days we were bounced between the front desk, the concierge and 2 other people and then finally given directions to the Platinum concierge. And as it turns out, everything we were told before was a lie. We were able to salvage the back half of our trip in the private pool area. There were absolutely no apologies or concessions made, and in fact there was another guest in the Platinum Villa area screaming that she would never go to this resort again while I was (finally) being checked in. I could go on and on, but I should also say, if you receive a note from the concierge saying they have a "free gift" for you in your room. The gift is actually just a "free" presentation for their timeshare plan, and some empty compliments about how young you look. Other coles notes: -The buffet is proper, and the French and Italian A La Carte restaurants are the best two. -The resort is beautiful with great wildlife on site, roaming free. -All of the outdoor staff are extremely friendly.
Stayed 7 nights in Mar 2024
Response from Dani Santizo on 25 Mar 2024
Hello dear guest, thank you very much for giving you the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Sincerely.

10/10 Excellent

galina, Brooklyn

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a great time. The Platinum lounge, pool and beach are wonderful places to relax. VIP Service was excellent with attentive staff, premium liquors, nice snacks and willingness to help. We really enjoyed our stay! Thank you!
Stayed 6 nights in Mar 2024
Response from Dani Santizo on 25 Mar 2024
Hello dear Galina, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, without a doubt your comments will be well received by all the staff, comments like this make our commitment to our guests continue to grow.I hope to see you soon and coincide with your return on Princess.Kind regards.

8/10 Good

Scott, Kamloops

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was great other than the dining options and room service
Stayed 6 nights in Mar 2024
Response from Dani Santizo on 25 Mar 2024
Hello dear Scott, thank you very much for giving you the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Sincerely.

10/10 Excellent

Thomas

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice resort. Definitely coming back
Stayed 4 nights in Mar 2024
Response from Dani Santizo on 25 Mar 2024
Hello dear Thomas, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, without a doubt your comments will be well received by all the staff, comments like this make our commitment to our guests continue to grow.I hope to see you soon and coincide with your return on Princess.Kind regards.

10/10 Excellent

Cara

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was amazing and clean. We had a small problem the first day getting a working fridge so the last one that was brought in my husband had to put outside to thaw out for awhile then it started working. It was an issue for my diabetic meds thst needs refrigerated but otherwise everything was great. They definitely need more entertainment. They were more for family entertainment than adult.
Stayed 7 nights in Mar 2024
Response from Dani Santizo on 25 Mar 2024
Hello dear guest, thank you very much for giving you the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Sincerely.

8/10 Good

Paige

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Enjoyed our stay at the Grand Riviera Princess. Staff was fun & friendly, food/drink options were plentiful, and most importantly felt very safe throughout the stay.
Stayed 5 nights in Mar 2024
Response from Dani Santizo on 25 Mar 2024
Hello dear Paige, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, without a doubt your comments will be well received by all the staff, comments like this make our commitment to our guests continue to grow.I hope to see you soon and coincide with your return on Princess.Kind regards.

10/10 Excellent

Juan A

Travelled with family
Liked: Amenities
Clean and nice
Stayed 5 nights in Mar 2024
Response from Dani Santizo on 25 Mar 2024
Hello dear Juan, thank you very much for your generous rating. We would have loved for you to tell us about your experience at the hotel. Remember that your opinion is important to us. We appreciate your trust in us for your stay and we hope to welcome you again in the future. Sincerely.

8/10 Good

Daniela Filipa Marinho

Travelled with family, Travelled with group
Liked: Amenities
.
Stayed 6 nights in Mar 2024
Response from Dani Santizo on 25 Mar 2024
Hola querido huésped, muchas gracias por su generosa calificación. Nos hubiera encantado que nos contaras cómo fue tu experiencia en el hotel. Recuerda que tu opinión es importante para nosotros. Agradecemos su confianza en nosotros para su estadía y esperamos darle la bienvenida nuevamente en el futuro. Atentamente.

10/10 Excellent

Nadia

Liked: Cleanliness, staff & service, property conditions & facilities
Luis, Abelardo, Carmen and Alessio all made our stay the best possible. Thanks so much for such an amazing couples experience!! Ps the guy on the beach never sent us the photo through email that we paid for :(
Stayed 4 nights in Mar 2024
Response from Betsa on 26 Mar 2024
Dear NadiaThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. We are proud to know that our collaborators have been a fundamental part of this. We hope to have you back very soon. Regards

10/10 Excellent

Nihar Atulkumar

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Just food options for someone, who is a vegetarian are limited to fries and pizza pretty much. Would have loved if there were more options.
Stayed 5 nights in Mar 2024
Response from Dani Santizo on 25 Mar 2024
Hello dear Nihar, thank you very much for your generous rating. We would have loved for you to share with us what your experience at the hotel was like. Remember that your opinion is important to us. We appreciate your trust in us for your stay and we hope to welcome you again in the future. Kind regards.

8/10 Good

Rebecca, Fort Simpson

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Nice size resort with good options for swimming, easy beach access, and decent food. Drinks were hit and miss with quality. Little dated, but clean and still nice!
Stayed 6 nights in Mar 2024
Response from Dani Santizo on 25 Mar 2024
Hello dear Rebecca, thank you very much for giving you the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Sincerely.

10/10 Excellent

melanie

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was amazing very attentive made our stay very easy and greeted us immediately with complimentary champagne and offered us the best deals
Stayed 4 nights in Mar 2024
Response from Dani Santizo on 21 Mar 2024
Hello dear guest, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, without a doubt your comments will be well received by the staff, comments like this make our commitment to our guests continue to grow.I hope to see you soon and coincide with your return on Princess.Kind regards.

10/10 Excellent

Amie

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Beautiful property. The check in and out is brutal, takes such a long time. Super clean area and gardens. Only thing is the pools look like they aren’t skimmed regularly. Buffets are really good!
Stayed 6 nights in Mar 2024
Response from Dani Santizo on 21 Mar 2024
Hello dear guest, thank you very much for giving you the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Sincerely.

6/10 Okay

Kim

This was my third stay at this property. 2008, 2017 and this month 2024. The property has definitely gone down hill. From the services provided to the quality of the food, we were disappointed. We looked forward to the standard of service we had previously enjoyed the last 2 times staying at the Grand Riviera Princess but to our disappointment they no longer serve drinks poolside, no longer serve certain drinks (1921), didn't do a show at the Tappenyaki restaurant like they had in the past either. The food at the buffets were just edible. Mostly cold and empty bins. Not enjoying the buffet, well it was almost impossible to make a reservation at the restaurants. We ended up having to eat dinner at 9pm which was the earliest reservation we could get! Our room was fine but the lights in the bathroom didn't work, the shower drain wouldn't drain and the air conditioning could barely keep up. Other than that the staff were very friendly and helpful, the resort was clean.
Stayed 7 nights in Mar 2024
Response from Dani Santizo on 21 Mar 2024
Hello dear guest, thank you very much for giving you the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Sincerely.

2/10 Terrible

Jayden

Travelled with family, Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Mar 2024
Response from Dani Santizo on 20 Mar 2024
Hello dear guest.We would have loved for you to tell us about your experience at the hotel. Remember that your opinion is important to us.We appreciate your trust in us for your stay and we hope to welcome you again in the future.Sincerely.

10/10 Excellent

Christopher Antonio, Trenton

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I loved this resort; first time in Mexico and had a wonderful time!!! Very clean !!
Stayed 4 nights in Mar 2024
Response from Dani Santizo on 20 Mar 2024
Hello dear guest, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, without a doubt your comments will be well received by the staff, comments like this make our commitment to our guestsI hope to see you soon and coincide with your return on Princess.Kind regards.

8/10 Good

Cory James

Travelled with partner, Travelled with group
Liked: Amenities, property conditions & facilities
Disliked: Staff & service
Property was beautiful and well kept. However garbage isn't picked up until night time so clean each morning but garbage/ cups cans throughout the day. Buffet was not very good food wasn't good or kept full & property was understaffed everywhere. Restaurants were great though. Check in took 40 minutes in line before being served, bags to room was another 20 minute wait. Property is too big with to much walking needed. Bar had no shot glasses & getting a shot was hard & times refused. Rooms were clean & bar fridge was well stocked with lots of water, pop & some beer. Beach was nice but crowded. Resort was shared with Sunset Princess so lots of people & kids. I rate property as a 7 out of 10. Pools were everywhere so getting a place to swim with a chair wasn't hard unless you wanted a swim up bar or bar nearby. Entertainment was below average. If there was much better food, more staff & not having to walk so much would get a better rating.
Stayed 6 nights in Mar 2024
Response from Dani Santizo on 20 Mar 2024
Hello dear Cory, thank you very much for your generous rating and for giving yourself the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take his comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Kind regards.

10/10 Excellent

Margarita

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Get and beautiful resort
Stayed 5 nights in Mar 2024
Response from Dani Santizo on 20 Mar 2024
Hello dear Margarita, thank you for taking the time to rate the hotel and share with us what your experience was during your stay.We feel happy and motivated to know that he enjoyed his vacation with us.We will continue to make great efforts to provide good service and unforgettable experiences to all our guests.Thank you very much for your preference, we hope you can return soon.Kind regards.

6/10 Okay

Jamie

Travelled with family
Liked: Cleanliness
The property was okay. Nothing overly good or bad. The food was alright as long as you showed up early. The steak house wasn’t great. The prime rib was paper thin and over cooked. The Thai restaurant was quite good. The pool was nice, but every day there were 2 bartenders- William was awesome, Enrique was grumpy and seemed to have an attitude. Our room was cleaned but the mini fridge was only restocked a couple times so that annoyed the kids a bit. I really liked all the animals. The desserts at the buffet were great too.
Stayed 7 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear guest, thank you very much for giving yourself the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Kind regards.

10/10 Excellent

Samantha

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful resort! So large I don’t think we even saw half of it. Food was very good. Enjoyed the beach and pools. Sports bar was fun spot for relaxing after dinner. Excursions were wonderful. Highly recommend
Stayed 6 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear Samantha, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, your comments will undoubtedly be well received by the staff, comments like this make our commitment to our guests continue to grow.I hope to see you soon and coincide with your return to Princess.Sincerely.

10/10 Excellent

Angelia

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing
Stayed 3 nights in Feb 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear Angelia, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We feel very grateful for your recognition of the efforts of our team, who strive to make your stay the best possible experience. Thank you for your good wishes, for sharing them in this message.I hope you are back for Princess soon.Kind regards.

10/10 Excellent

Ryan

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Staff and service was top notch. Food options were great, however steak quality lacking. Javier and Jose from the pool bar were great bartenders all week. Plenty of family fun and pools to swim in.
Stayed 7 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear guest, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We feel very grateful for your recognition of the efforts of our team, who strive to make your stay the best possible experience. Thank you for your good wishes, for sharing them in this message.I hope you are back for Princess soon.Kind regards.

8/10 Good

Leslie Erin

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My family and I had a great time at Grand Riviera Princess. I highly recommend taking the snorkeling excursions that leaves directly from the property. A quick 10 minute boat trip that takes you to a beautiful reef. We saw so many fish, sting rays and the most amazing coral structures. The food was good at the buffets. The a la carte restaurants require reservations so make sure you plan out your options. The beach was beautiful. We spent majority of our time at the beach each day. The beach side bar was perfect and the snack bar hit the spot for lunch time. Overall, we had the best time and can’t wait to come back!
Stayed 6 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear guest, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, your comments will undoubtedly be well received by the staff, comments like this make our commitment to our guests continue to grow.I hope to see you soon and coincide with your return to Princess.Sincerely.

10/10 Excellent

Scott

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was big, so everyone was spread out so the noise wasn't a problem. The rooms were clean and comfortable. The food was good and I always found something to eat. The loved the pools and the beach was nice as well. Overall, I would return to this resort again.
Stayed 5 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear guest, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, your comments will undoubtedly be well received by the staff, comments like this make our commitment to our guests continue to grow.I hope to see you soon and coincide with your return to Princess.Sincerely.

6/10 Okay

Lou Daniel

Travelled with partner, Travelled with group
Check out was a pain in the butt. Had a few room charges, I knew about them, but they refused to take any US dollars if there was even the slightest tear in it. Also, their debit/credit card machine doesn’t work for everyone. They should add a second train on each side to accommodate the amount of people, especially at dinner time.
Stayed 7 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear Daniel, thank you very much for giving yourself the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Kind regards.

6/10 Okay

Mi

Travelled with family and small children, Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Liked - property was clean, pretty, and the wild life present. Staff super welcoming, friendly, and prompt to helping customers. Room was spacious and clean with frequent cleaning and restocking. Vip acess to the beach since we stayed in platinum was very nice. Disliked - staff forgot to mention to lock our balcony door when leaving room, we had a hungry visitor (raccoon) went into our room while we were gone and ate our snacks. Got $100 USD stolen from my wallet when we went on an excursion to isle mujeres-didn't want to report it because we dont like confrontation and retailiation from it. I would think that since we stayed in the platinum side it would be safe, but guess not. We used the room safe for larger cash but just forgot and left out $100 that one day and it was gone. The food at the buffets and restaurants were not good. Best food was literally the grill at the pools, so we ended just going there most of the time.
Stayed 6 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear guest, thank you very much for giving yourself the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Kind regards.

8/10 Good

Matthew

Travelled with partner, Travelled with group
Liked: Amenities
Had a great time
Stayed 7 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear Matthew, thank you for taking the time to rate the hotel and share with us what your experience was during your stay.We feel happy and motivated to know that he enjoyed his vacation with us. We will continue to make great efforts to provide good service and unforgettable experiences to all our guests.Thank you very much for your preference, we hope you can return soon.Kind regards.

8/10 Good

Qiaodi

Liked: Cleanliness, property conditions & facilities
The hotel was well-designed but the check in was really long and had the hiccup with the wifi because the front desk didn’t complete the check-in properly the first time and I had to return the front desk to fix it. The buffet and bar are good. The room is old and has one garbage can which is not convenient.
Stayed 6 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear guest, thank you very much for giving yourself the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Kind regards.

10/10 Excellent

Taras

Liked: Cleanliness, staff & service, property conditions & facilities
Fantastic vacation
Stayed 6 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear Taras, thank you for taking the time to rate the hotel and share with us what your experience was during your stay.We feel happy and motivated to know that he enjoyed his vacation with us. We will continue to make great efforts to provide good service and unforgettable experiences to all our guests.Thank you very much for your preference, we hope you can return soon.Kind regards.

6/10 Okay

Diane M

Travelled with family
Liked: Staff & service
This property was just okay. Pretty average. It was challenging to make reservations at the a la carte restaurants and some were never available throughout the stay. Miso restaurants were a total mess to get seated in, with lines extending out the doors every evening and host-led seating process overly time consuming. Tiny menu at Miso sushi, which is literally in the same room as the other miso restaurants, despite needing a unique reservation. Portions were very small for food as well. The hotel rooms were showing their age and despite having been cleaned, still had sand on the floors and in the tub. The jacuzzi tub on the patio was gross and had worms coming out the jets. Grounds behind our “private beach access” room were covered in assorted trash. No beach view from room as indicated. A/C never cooled room below 24c. Food in buffet was hit or miss. Pool areas were littered with old cups, pool chairs were near impossible to come by and pool service almost as non-existent. Pros included concierge staff, wait staff in restaurants, shuttle service between platinum area and main lobby, and beach area was not inundated with seaweed.
Stayed 4 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear guest, thank you very much for giving yourself the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Kind regards.

10/10 Excellent

Reinhart Herbert, Calgary

Travelled with family
Liked: Cleanliness, amenities
Very nice Resort
Stayed 8 nights in Mar 2024
Response from Betsa on 16 Mar 2024
Dear Dear ReinhartThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. We hope to have you back very soon. Regards

8/10 Good

Benson

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pools were fun. Food was tasty. Additional activities could be included. Sports Bar needs more games/ things to do.
Stayed 5 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear guest, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, without a doubt your comments will be well received by the staff, comments like this make our commitment to our guests continue to grow.I hope to see you soon and coincide with your return on Princess.Kind regards.

8/10 Good

Genesis

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Amenities
Facilidades excelentes en cuestión de comida no hay muchas opciones y la comida del buffet fatal !
Stayed 4 nights in Mar 2024
Response from Betsa on 16 Mar 2024
Estimada GenesisMuchas gracias por tu generosa calificación y compartirnos tu valiosa opinión, nos llena de felicidad saber que tu estancia fue muy placentera y disfrutó al máximo de todo lo que Princess tiene para ofrecer, sin embargo, tomaremos en cuenta los puntos negativos que mencionas para poder mejorar nuestro servicio y así poder cumplir con todas tus expectativas la próxima vez que nos visites. Saludos

4/10 Poor

Mark Lake

Travelled with group
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
They poured fantastic drinks and were usually super fun and friendly to talk to and get drinks from and provided a good atmosphere at the pool bars. The problem really starts with the food, it was awful, the group I was with ended up eating only tacos from the taco stand every day due to the dining options having really nasty tasting food We tried breakfast, lunch and dinner almost everyday and never ate anything from the buffett due to how bad it was. With the restaurants you reserve they maybe had one good thing on the menu and the rest was served to be fancy but tasted awful and ended up leaving with maybe one meal a day. The only other problem was the beach. If you want a nice beach with clear water and smooth sand don’t go here. They have the ocean extremely limited and under the murky sandy water was huge rough rocks that you will trip and smash your toes into making the sea nearly un-swimable and can’t snorkel due to how stirred up it was. Will not be coming back here, but you get what you pay for. It is cheaper resort and the quality reflected that.
Stayed 4 nights in Mar 2024
Response from Betsa on 15 Mar 2024
Dear MarkThank you for taking the time to write your opinion. We are sorry that your stay with us was not totally satisfactory. For us, it is important to please all our guests and we appreciate you sharing your experience with us, as this way we will know where we should improve. We hope that we can regain your trust and have the opportunity to serve you again. Best regards

6/10 Okay

Adolfo

Liked: Cleanliness, property conditions & facilities
The vacaderia restaurant the food was cold At sport bar not all the workers are friendly One big problem with the staff is the expect tips all the time and sometimes you don’t feel like is necessary
Stayed 4 nights in Mar 2024
Response from Betsa on 15 Mar 2024
Dear AdolfoThank you for taking the time to write your opinion. We are sorry that your stay with us was not totally satisfactory. For us, it is important to please all our guests and we appreciate you sharing your experience with us, as this way we will know where we should improve. We hope that we can regain your trust and have the opportunity to serve you again. Best regards

8/10 Good

Maggie

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is really a great property for families. Pools are good, beach is excellent. Truly, my only (but significant) complaint is that getting reservations for dinner is really difficult. We wasted over an hour at different times trying to get a reservation we wanted. They do not let you book before arriving & so if you check in later than others, you’re just SOL. They were unsympathetic & it just seemed the norm to eat at the buffet 3x a day.
Response from Betsa on 14 Mar 2024
Dear MaggieThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. However, we will take into account the negative points that you mention in order to improve our service and thus be able to meet all your expectations the next time you visit us. Regards

10/10 Excellent

Alex

Stayed 6 nights in Mar 2024
Response from Betsa on 15 Mar 2024
Dear AlexThank you very much for your excellent rating, we'd have loved to know how was your experiences with us, we hope you had a very pleasant stay, we hope to have you back again very soon. Regards

10/10 Excellent

Elyse

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 9 nights in Mar 2024
Response from Betsa on 15 Mar 2024
Dear ElyseThank you very much for your excellent rating, we'd have loved to know how was your experiences with us, we hope you had a very pleasant stay, we hope to have you back again very soon. Regards

10/10 Excellent

Mark Philip

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A wonderful place to stay with beautiful grounds and amenities. The staff was awesome ! We will definitely return again !
Stayed 7 nights in Mar 2024
Response from Betsa on 14 Mar 2024
Dear MarkThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. We are proud to know that our collaborators have been a fundamental part of this. We hope to have you back very soon. Regards

6/10 Okay

Sabhat

Travelled with partner
Disliked: Staff & service
The rooms are not very well equipped and seems old. It’s connected with another room by a door. Heard disturbing noise from the other room every day and night. Woke up middle of the night. Food options seemed pretty basic and the cook weren’t ready to answer any questions in English. Servers were friendly. Had the opportunity to go to other RIU for party which was nice.if you miss the dinner or lunch you get to have frozen food in the sports bar.
Stayed 2 nights in Mar 2024
Response from Betsa on 13 Mar 2024
Dear SabhatThank you for taking the time to write your opinion. We are sorry that your stay with us was not totally satisfactory. For us, it is important to please all our guests and we appreciate you sharing your experience with us, as this way we will know where we should improve. We hope that we can regain your trust and have the opportunity to serve you again. Best regards

10/10 Excellent

Yolanda

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
There were plenty of dinning options,but you couldn't get a reservation most of the days. Even when we noticed empty tables during dinner times. Also why bother having 2 restaurants with different names but serving the same menu
Stayed 7 nights in Mar 2024

10/10 Excellent

Sandra

Travelled with family, Travelled with family and small children, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Fantastic property with amazing staff
Stayed 7 nights in Mar 2024
Response from Betsa on 13 Mar 2024
Dear SandraThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. We are proud to know that our collaborators have been a fundamental part of this. We hope to have you back very soon. Regards

6/10 Okay

Selena

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
There is a free shuttle service to take you around the resort. It is very big, so if you decide to walk make sure you wear comfy shoes. They offer a shuttle to playa del carmen 5th ave (70 pesos per direction/140 pesos round trip.) The animals were around but not invasive at all. I wish the pool bars were more consistent with their hours but overall were good. Food was my only qualm as when we arrived we could only make a reservation at one specialty restaurant for dinner even though we did it as soon as we checked in. They stated all other days the restaurants were fully booked. The buffet food was a 3/10. I barely ate or had an appetite while there.
Stayed 3 nights in Mar 2024
Response from Betsa on 13 Mar 2024
Dear SelenaThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. However, we will take into account the negative points that you mention in order to improve our service and thus be able to meet all your expectations the next time you visit us. Regards

8/10 Good

Sabine

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The cuisine was marvelous. The grounds were well taken care of and safe
Stayed 5 nights in Mar 2024
Response from Dani Santizo on 12 Mar 2024
Hello dear guest, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We feel happy and motivated to know that he enjoyed his vacation with us. We will continue to make great efforts to provide good service and unforgettable experiences to all our guests.Thank you very much for your preference, we hope you can return soon.Kind regards.

6/10 Okay

Jorge Andres

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Property has good installations. Everything is far from any room. Wifi never worked. Food quality was mediocre at best.
Stayed 6 nights in Mar 2024
Response from Dani Santizo on 12 Mar 2024
Hello dear guest, thank you very much for giving you the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Sincerely.

4/10 Poor

Tracie

Disliked: Staff & service, property conditions & facilities
Stayed 5 nights in Mar 2024
Response from Betsa on 13 Mar 2024
Dear TracieWe are dismayed by your rating, it would have helped us a lot to know how your experience was, since, if your stay was not completely satisfactory, your comments help us improve our service. We hope to have the opportunity to serve you again and totally exceed your expectations. Regards