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“Amanda and Brian smith”
Review of Gran Porto Resort

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Gran Porto Resort
Ranked #36 of 212 Hotels in Playa del Carmen
Certificate of Excellence
Reviewed October 18, 2017 via mobile

What a fantastic place we leave tomorrow and all I can say is when can we come back , from start to finish the staff have been wonderful smiling faces every time a hello I really think the people that posted the negative comments aught to travel to Europe and see what customer service is like there !!!!!! The staff Cannot do enough for you the food ,entertainment and accommodation are amazing a fantastic place it’s been our 30th wedding anniversary And cannot think of a more fantastic place to come on holiday will definitely be coming back

Stayed: October 2017, traveled as a couple
1  Thank dorsetair
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
silvestrevazquez, Gerente General at Gran Porto Resort, responded to this reviewResponded October 18, 2017

Dear dorsetair,

We would like to thank you for sharing your valuable feedback. We are truly happy to read these wonderful comment and know that your holiday was amazing.
Thank you so much for mentioning the attentiveness of our staff, we work from the hear to provide you with a memorable service.
Thank you for your visit and we are already looking forward to the opportunity of welcoming you back very soon to continue exceeding your expectations.

Best regards,
Silvestre Vazquez
General Manager
Gran Porto Resort.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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68 - 72 of 10,177 reviews

Reviewed October 17, 2017 via mobile

Stayed for 4 nights in early October.
We booked the junior suite and were delighted with the size of the room.
The bathroom was large with an oversized shower. The king bed was a little hard but we still managed to get a good sleep.
There was no view as our room faces the street, however the road is not a busy through road so it wasn't noisy at night.
The minibar is stocked with soft drinks, water and beer and is filled daily. Room service menu looked good but we didn't get anything.

Breakfast buffet was nice, a lot of hot and cold options. I didn't have the buffet lunch or dinner as not a lot of it appealed to me.
We ate at the Brazilian restaurant one night, the meat was amazing. The Italian restaurant (that you need a reservation for) was not the nicest. A bit of a let down really. We ended up eating dinner out on 5th Ave where we found some really tasty Italian and Mexican restaurants.
The bar staff at the hotel were all friendly and they were quick with drinks when you were laying by the pool or on the beach which was great.

The best part of the hotel for me was the house keeping! Every day they made a new animal out of towels on the bed, and on the last day they wished us a "good trip" written on the bed with coloured rice! It was obvious that they took their time making up the room.

If I was to return to Playa, I would definitely consider staying back at Gran Porto

Stayed: October 2017, traveled as a couple
Thank Jayden1292
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
silvestrevazquez, Gerente General at Gran Porto Resort, responded to this reviewResponded October 18, 2017

Dear Jayden1292,

Thank you very much for taking the time to share your review regarding your recent stay in Gran Porto Resort with all of us.
It is truly important for us to receive our guest's comments and observations as it is what helps us improve our service standards. Please rest assured that we will address your observations with our team in order to give the proper follow up.
We are truly happy to know you had a great holiday and it is greatly appreciated to read that our staff provided you with a memorable service. Thank you for mentioning the attentiveness of our Housekeeping staff. It will be a pleasure to share your kind comments with our team.
Thank you for your visita and we are already looking forward to the opportunity of welcoming you back in the near future to continue exceeding your expectations.

Best regards,
Silvestre Vazquez
General Manager
Gran Porto Resort.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 17, 2017 via mobile

I got married at this hotel in October 2004 so it was very nostalgic to return with my bridesmaids for an awesome girls weekend. The hotel was just as nice as it was 13 years ago. The staff is more than friendly and very helpful. Shout out to Walter at the buffet he learned our names and what we wanted and made sure we were well taken care of. And the Caesar at the pool with the daily activities was fun and kept us entertained. Had a facial and massage while visiting as well. Those ladies were very professional and made me feel amazing. Top 3 best massages ever. The 24 hour snack area is amazing when between meals they had a lovely spread of snacks and a great selection of liquor and mixers. We will be back a lot sooner than another 13 years. Going to miss those beautiful sunsets.

Stayed: October 2017, traveled with friends
Thank Amanda S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
silvestrevazquez, Gerente General at Gran Porto Resort, responded to this reviewResponded October 17, 2017

Dear Mrs. Amanda S,

Thank you very much for taking the time to share your impressions regarding your recent stay in Gran Porto Resort with all of us and letting us know you granted us with the opportunity of welcoming you back after such a special holiday.
We are happy to know that you fully enjoyed your vacation time and that our staff provided you with a memorable service.
It will be a pleasure to share your kind comments with Walter and Cesar.
We truly look forward to the opportunity of welcoming you back in the near future to continue exceeding your expectations.

Best regards,
Silvestre Vazquez
General Manager
Gran Porto Resort.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 16, 2017 via mobile

Arrived at hotel. Made reservation for a king size bed and provided proof of request. Without notice apparently travel agency booked double bed suite. Hotel reception manager was not able to make a change and offer what we expected. He demanded paying extra (occupancy was not full and rooms were available). He offered to give double bed room and suggested me to call next day travel agency. For the price of the hotel, the customer service experience should be: I give you a king size room without charge and next day hotel would try to work to work things out.

Stayed: October 2017, traveled as a couple
1  Thank MexicainVillarreal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
silvestrevazquez, Gerente General at Gran Porto Resort, responded to this reviewResponded October 16, 2017

Dear MexicainVillarreal,

Thank you very much for sharing your valuable feedback. This is greatly appreciated as it is what makes us improve our service standards. We are deeply sorry for the inconveniences you went through regarding your room accomodations.
We will share your comments with our team in order to give the proper follow up.
We truly look forward to having a second opportunity of welcoming you back to provide you with all that Gran Porto Resort has to offer and exceed your expectations.

Best regards,
Silvestre Vazquez
General Manager
Gran Porto Resort.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 15, 2017

Lets start with the good....Erika the chef who made breakfast for us, Fonzi at the Bar, Mario one of the waiters....that's it folks. The food was good at Pescatore, The Brazilian place & the buffet lounge mediocre at the best. Now for the bad. The front desk staff is horrible, when I checked in the couple in front of us was greeted with a smile, a map of the facility & someone to show them around. When we walked up I gave them my name & they could not find my reservation, finally I gave them my wifes name & they found us, the clerk made a face, gave us a key and did not even point us in the direction of the room. Once in the room was another story, every time we showered there was water all over the floor, the desk did not seem to care when we complained. Someone claiming to be a concierge called our room 3 times & stated we have a gift waiting for you at the desk, when we went to get out gift, the concierge had an attitude and and said what gift? it turned out to be a sales pitch for a tour of the neighboring facility, even though I stated we were not interested they would not take no....The supervisors in the restaurants were rude, the concierge was rude. We were not allowed to eat by our lounge chairs in the pool, we were rudely told you cannot eat by the pool.... I traveled with a group of 10, every time we asked for a table for 10 we got attitude....at one restaurant the front desk supervisor called us liars & claimed we had only made the reservation for 9, not 10....overall I give some of the staff & ok rating....the front desk and restaurant supervisors....thumbs down......Never again......last note the bars pretty much began shutting down by 11pm..If you were loud in the bar area or lobby area after 11 you got strange looks.....nothing happening in this place after hours.....oh wait you can go to 5th avenue but who wants to be harassed by the vendors........Secrets next year or another resort. I've been to resorts where they know your name by day 2.....not this place, they did not give a s###what your name was....last it was my 7th weeding anniversary, we did not get not even a congratulation from anyone on staff & they were informed by our travel agent of the occasion.....Thumbs down......way down......

Room Tip: Yes, go to another hotel when booking.
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  • Stayed: August 2017, traveled as a couple
    • Rooms
    • Cleanliness
    • Service
4  Thank bcriv
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
silvestrevazquez, Gerente General at Gran Porto Resort, responded to this reviewResponded October 16, 2017

Dear bcriv,

Thank you very much for taking the time to share your review regarding your recent stay in Gran Porto Resort with all of us.
We understand that you and your family came here to relax and enjoy your holiday. We are deeply sorry to know that this did not happen. This is not the way we want to portray as our services and please rest assured that we are taking immediate actions to improve our service standards.
Thank you for your visit and we truly hope to have the opportunity of welcoming you back for a second opportunity to truly provide you with all that Gran Porto Resort has to offer and exceed your expectations.

Best regards,
Silvestre Vazquez
General Manager
Gran Porto Resort.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Gran Porto Resort

Address: Constituyentes No. 1, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#20 Top resorts Hotel in Playa del Carmen
#26 Spa Hotel in Playa del Carmen
#28 On the Beach Hotel in Playa del Carmen
#56 Romantic Hotel in Playa del Carmen
#58 Family Hotel in Playa del Carmen
Price Range: ₱9,165 - ₱26,433 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Gran Porto Resort 3.5*
Number of rooms: 287
Official Description (provided by the hotel):
On a beautiful, protected stretch of pristine beach in the heart of Playa del Carmen stands the spectacular Gran Porto Resort, just steps from Fifth Avenue's shops, clubs, and restaurants. Architecturally reminiscent of one of Mexico's finest haciendas, the resort welcomes couples, families, friends, and colleagues to the warm Caribbean breezes and azure seas of the Riviera Maya, where guests can experience the region's cultural heritage, relish all-inclusive luxuries, and enjoy genuine hospitality. ... more   less 
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Also Known As:
Gran Porto Real Hotel
Gran Porto Real Playa Del Carmen
Hotel Gran Porto Real
Gran Porto Real Resort Spa
Porto Real
Grand Porto Real Playa Del Carmen
Gran Porto Real Mexico

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