The activities personnel were all super great! They work really hard to make sure there is all ways something for people to participate in. Special thanks to Celeste and maycu who painted our faces at that Latin show. They did great!!
The resort itself in the property was absolutely beautiful. However if you were going here for a culinary delight you were in for a big disappointment. All the food at every buffet was ice cold and very limited on selection. Be sure to take food from the Buffet if you’d like a snack throughout the day as there is no 24 hour snack bars or restaurants open to grab a bite if your hungry during the day with lunch or breakfast or dinner is not offered. The staff was very friendly and helpful when needed but being in Mexico there was a language barrier as most staff that we encountered did not speak much English other than the registration desk and restaurants.
On May 23-30 , 2021 My family and I traveled to Grand Palladium Colonial Mexico. Our trip started off really well. Flight on time, smooth flight, luggage arrived with us, Hotel transfer ready to go. It is a long drive from Cancun International to GP Colonial, depending on traffic it could take an hour and a half to get there. When we arrived our driver was directed to GP White Sands lobby. The Colonial check in desk was closed for check ins. The Kenatah resort was still closed due to 50% occupancy (Even though most travel agents were still selling rooms for Kenatah). We checked in, room wasn’t ready. According to their web site all rooms are vacant 24 hours before the next occupancy and there is an empty room in between occupied rooms! We found this to not totally be true. If the rooms were vacant 24 hours prior, then why couldn’t we go to our rooms until 4 o’clock? By the end of the week the room next door to us and my daughters room were both occupied, so no separation like they claim! The week started off ok, there was a lot of confusion early as to what restaurants or buffets were open and when, the App they ask you to download wasn’t updated with correct times when we arrived. Monday night we went to the Colonial lobby after dinner to check out the sports bar. It was nice and promising for later in the week. Little did anyone know that it wouldn’t be an option the rest of the week after Tuesday. The rooms were nice, however, its not what I expected. I’m not sure who is responsible but when you book a poolside room, you expect to be near the pool! We were at least five hundred feet from the closest open pool! The resort said poolside is not offered at this resort, but Apple Vacations sold us one! The safe in my daughters room didn’t work properly and security was called four times during the week to open it because she was locked out of it! On Tuesday late morning while sitting at the White Sands swim up bar, another guest pointed to the sky, wow look at all that smoke! Something was burning, maybe the seaweed we hoped they were cleaning up!? Unfortunately it wasn’t seaweed, it was the lobby to the Colonial!!!!! Goodbye Sports bar, Mexican,Steakhouse,Thai and Japanese restaurants and the Theater for the rest of the week! This is where things started to really go downhill. We were at the pool at least another 45 minutes before staff started walking around asking guests to evacuate to the TRS Yucatán property until the fire is under control. We picked up all our belongings and made the long walk, stopping at their small pool for the bathroom and to get a drink. We then continued to the Infinity pool by the oceanfront…just like every other guest for all 3 properties! When we arrived there was nowhere to sit, we put our stuff down on a short wall and went in the pool. We no sooner got in and some chairs opened up, I got out of the pool and by the time I got to the chairs, the staff was coming around telling us to return to the White Sands pool. The Colonial/Kenatah pool was now closed! Attempted to get a drink before we returned, refused alcohol because we didn’t have the appropriate wrist band!!! (You sent us here and now you wont serve us!?). Learned later in the week that other guests were refused food as well , because they didn’t have the TRS wristband. Not great customer service!! When we attempted to go to our rooms we were told no! When asked why, we were told that they were closed due to the fire! When asked if my building was effected, the answer was, I don’t think so! So then why can’t we go to our rooms? Because they have all pathways leading away from White Sands closed with security! All guests were now “quarantined” to the White Sands or TRS properties! When will they reopen? They didn’t know! Finally around Six o’clock we noticed the guard was gone, I guess we can return!? No announcement, no spreading the word by the staff. When we did get to our rooms I noticed the time was reset on the A/C control….I guess the power was out!? Why didn’t they just say that? Why was it so secretive? Phones not working in rooms now! Finally restored the next day, but you have to look at the app to get the extension number for the White Sands because the numbers on the phone were for the Colonial lobby! When we returned to the White Sands pool, my wife and I decided to go to the lobby and inquire about our dinner reservations we had for that night at the now closed Mexican restaurant. We were told that we could show our reservation at any specialty restaurant and they would seat us, the same for our Friday reservation at the Thai restaurant. (When we went to the Italian restaurant on Friday to get a table, they said they were booked. A little persistence and informing them we were told we would be seated because the Thai restaurant was closed, they finally agreed to seat us. At least two other couples weren’t as fortunate because they were turned away! Not great customer service!) Wednesday we decided to take a resort van to Playa Del Carmen for a few hours. The cost was $63 US for the four of us for the trip and two hours of shopping time. The driver said we could stay longer if we wanted for the same price. We barely made it two hours because of the heat! When asked about the fire the driver said that they can rebuild in a month once they start, they would work 24/7 to get it done! Frank was great! He gave us his phone number in case we wanted to stay longer and made sure we knew where to be for him to pick us up! The Brazilian restaurant was good and the food was the only good thing at Poseidon Seafood restaurant, the bugs ate more then we did and the smell of the seaweed on the beach next to the restaurant was pretty strong and unappetizing. The buffets at night were good and the wait staff was always on top of things and kept our drinks full. As the week progressed and more guests arrived, it was very taxing on the buffet staff for breakfast. They couldn’t keep up with the demand and the long lines for a specialty omelette. There were two days were it was slim pickings because of the amount of people seated. The pool at Colonial/Kenatah reopened but we didn’t prefer that pool because it was over five feet deep except around the swim up bar and a few other shallow areas. We preferred the White sands pool as it was only a little over three feet deep all around. They also have a volleyball net in that pool where we played many games that week. The swim up bar there was great, Daniel one of the bartenders was quick and the drinks were perfect when he made them. Elvira and Doris were helping out there and waiting on people around the pool at their chairs. I must also mention the bell service and the cart drivers that drive you around from the lobby to your rooms, they were always polite and if you were the only one waiting they would grab a cart and take you! The rest of the staff seemed confused at times, especially after the fire. It never seemed as if there was one Manager in charge! There were staff with different colored shirts as if they were department managers, but we never saw a hotel or property manager out in public like we have at other resorts we have visited. Most times when asking a question they wouldn’t have an answer or wouldn’t know what to say and what not to say. They are in no hurry to fix problems in the rooms. Early in the week we reported our TV wasn’t working properly and it had red and blue lines on the screen. It never got replaced. The bathroom outlet also was not working and was reported at the same time as the TV, it was never fixed and we didn’t hear back from the staff as to what their resolution would be! The beach was a whole other story, it appeared as if they hadn’t even attempted to clean up the seaweed for weeks! They finally started on Thursday but made little progress until we last saw it on Saturday! They had a “White Party” on the beach next to the Las Olas restaurant and bar, party was great but the smell had me leaving early! There is only fifteen feet of beach from the edge of the property to the water, more at some points, and then three feet of seaweed to walk over to get in the water. We never saw more then 6 people in the water when we were there and there were very few people on the lounge chairs anytime we visited! A week in Mexico and we never got to go in the ocean because of the smell and massive amounts of seaweed! The Safety procedures and guest notification system (or lack there of) should be reevaluated by the corporate staff at Grand Palladium! If the other issues on the resort on the property aren’t immediately fixed the safety and guest security should be fixed immediately! There were people still in their rooms in the closest building next to the Colonial lobby while it was burning, there are fire alarms, but because their building wasn’t burning the alarms never went off! There should be a way of notifying guests of an emergency other then walking around by word of mouth! Most guests have the app on their phones, it should be able to send alerts to the guests! I hope the corporate leaders at GP see this review and start addressing these issues immediately, until they do I cannot recommend any of the resorts on this property to anyone who reads this review! Safety of guests should always be the number one priority and they are severely lacking at these resorts!…
Concierge was a joke! Computers not working, printer not working. Combined 3 hour waits. Poor communication should have been told about the beach and that where we booked was closed down, couple pools closed, and only a few restaurants open
I was very impressed with the quality of service I received. Every employee went beyond my expectation. The food was great , the complimentary room service was amazing. This place was the best up so far from the ones I visited before. Thank you Grand Palladium for making my vacation special.