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Grand Palladium Kantenah Resort & Spa All Inclusive

4.0 star property

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Photo gallery for Grand Palladium Kantenah Resort & Spa All Inclusive

Aerial view
Private beach, white sand, sun loungers, beach umbrellas
Couples treatment rooms, sauna, hot tub, steam room, Turkish bath
14 restaurants, Mexican cuisine
Lobby lounge

Reviews

8.0 out of 10
Very good

Popular amenities

  • Bar
  • Room service

Explore the area

Map
Carretera Chetumal, Puerto Juarez KM 256-100, Kantenah, QROO, 77710
  • Cenote Azul
    ‪7 min drive‬
  • Xpu-ha Beach
    ‪7 min drive‬
  • Akumal Ecological Center
    ‪9 min drive‬
  • Playa Del Carmen, Quintana Roo (PCM)
    ‪27 min drive‬

Room options

View all photos for Deluxe Garden View

Minibar, in-room safe, desk, blackout drapes

Deluxe Garden View

  • 397 sq ft
  • Sleeps 3
  • 1 King Bed OR 2 Double Beds

View all photos for Deluxe Triple Garden View

Minibar, in-room safe, desk, blackout drapes

Deluxe Triple Garden View

  • 397 sq ft
  • Sleeps 3
  • 1 King Bed OR 2 Double Beds

View all photos for Family Selection Junior Suite Rooftop with Private Pool

Family Selection Junior Suite Rooftop with Private Pool | Minibar, in-room safe, desk, blackout drapes

Family Selection Junior Suite Rooftop with Private Pool

  • 549 sq ft
  • Sleeps 4
  • 2 Double Beds and 1 Double Sofa Bed

View all photos for Deluxe Sigle use Garden View

Minibar, in-room safe, desk, blackout drapes

Deluxe Sigle use Garden View

  • 397 sq ft
  • Sleeps 1
  • 2 Double Beds OR 1 King Bed

View all photos for Family Selection Suite Beachside

Family Selection Suite Beachside | Minibar, in-room safe, desk, blackout drapes

Family Selection Suite Beachside

  • 1109 sq ft
  • Sleeps 4
  • 1 King Bed and 1 Double Sofa Bed

View all photos for Family Selection Junior Suite Swim-up

Family Selection Junior Suite Swim-up | Minibar, in-room safe, desk, blackout drapes

Family Selection Junior Suite Swim-up

  • 398 sq ft
  • Sleeps 4
  • 2 Double Beds and 1 Double Sofa Bed

View all photos for Family Selection Junior Suite Garden View

Family Selection Junior Suite Garden View | Minibar, in-room safe, desk, blackout drapes

Family Selection Junior Suite Garden View

  • 398 sq ft
  • Sleeps 4
  • 1 King Bed and 1 Double Sofa Bed

View all photos for Room Deluxe With View

Minibar, in-room safe, desk, blackout drapes

Room Deluxe With View

  • Sleeps 3
  • 1 Full Bed(s) and 1 Twin Bed(s)

View all photos for Room Deluxe With View

Minibar, in-room safe, desk, blackout drapes

Room Deluxe With View

  • Sleeps 1
  • 1 Twin Bed(s)

View all photos for Room Deluxe With View

Minibar, in-room safe, desk, blackout drapes

Room Deluxe With View

  • Sleeps 2
  • 1 Full Bed(s)

View all photos for Room Deluxe With View

Minibar, in-room safe, desk, blackout drapes

Room Deluxe With View

  • Sleeps 4
  • 2 Full Bed(s)

View all photos for Room Deluxe With View

Minibar, in-room safe, desk, blackout drapes

Room Deluxe With View

  • Sleeps 3
  • 1 Full Bed(s) and 1 Twin Bed(s)

View all photos for Suite Master With Garden View

Living area | 32-inch flat-screen TV with cable channels, TV, iPod dock

Suite Master With Garden View

  • Sleeps 2
  • 1 King Bed(s) OR 2 Full Bed(s)

View all photos for Suite Junior With Garden View

Minibar, in-room safe, desk, blackout drapes

Suite Junior With Garden View

  • Sleeps 3
  • 2 Full Bed(s)

View all photos for Suite Luxury With Pool View

Minibar, in-room safe, desk, blackout drapes

Suite Luxury With Pool View

  • Sleeps 3
  • 2 Full Bed(s)

View all photos for Suite Premium With Pool View

Minibar, in-room safe, desk, blackout drapes

Suite Premium With Pool View

  • Sleeps 2
  • 1 King Bed(s) OR 2 Full Bed(s)

View all photos for Suite Master With Garden View

Living area | 32-inch flat-screen TV with cable channels, TV, iPod dock

Suite Master With Garden View

  • Sleeps 3
  • 2 Full Bed(s)

View all photos for Suite Premium With Pool View

Minibar, in-room safe, desk, blackout drapes

Suite Premium With Pool View

  • Sleeps 3
  • 2 Full Bed(s)

View all photos for Suite Junior With Garden View

Minibar, in-room safe, desk, blackout drapes

Suite Junior With Garden View

  • Sleeps 2
  • 1 King Bed(s) OR 2 Full Bed(s)

View all photos for Suite Junior With Garden View

Minibar, in-room safe, desk, blackout drapes

Suite Junior With Garden View

  • Sleeps 4
  • 2 Full Bed(s)

View all photos for Suite Luxury With Pool View

Minibar, in-room safe, desk, blackout drapes

Suite Luxury With Pool View

  • Sleeps 2
  • 1 King Bed(s) OR 2 Full Bed(s)

View all photos for Suite Luxury With Pool View

Minibar, in-room safe, desk, blackout drapes

Suite Luxury With Pool View

  • Sleeps 4
  • 2 Full Bed(s)

View all photos for Suite Master With Garden View

Living area | 32-inch flat-screen TV with cable channels, TV, iPod dock

Suite Master With Garden View

  • Sleeps 4
  • 2 Full Bed(s)

View all photos for Suite Master With Garden View

Living area | 32-inch flat-screen TV with cable channels, TV, iPod dock

Suite Master With Garden View

  • Sleeps 1
  • 2 Full Bed(s) OR 1 King Bed(s)

View all photos for Suite Junior With Garden View

Minibar, in-room safe, desk, blackout drapes

Suite Junior With Garden View

  • Sleeps 1
  • 2 Full Bed(s) OR 1 King Bed(s)

View all photos for Suite Master With Garden View

Living area | 32-inch flat-screen TV with cable channels, TV, iPod dock

Suite Master With Garden View

  • Sleeps 3
  • 2 Full Bed(s)

View all photos for Suite Master With Garden View

Living area | 32-inch flat-screen TV with cable channels, TV, iPod dock

Suite Master With Garden View

  • Sleeps 4
  • 2 Full Bed(s)

View all photos for Suite Luxury With Pool View

Minibar, in-room safe, desk, blackout drapes

Suite Luxury With Pool View

  • Sleeps 1
  • 1 King Bed(s) OR 2 Full Bed(s)

View all photos for Suite Junior With Garden View

Minibar, in-room safe, desk, blackout drapes

Suite Junior With Garden View

  • Sleeps 4
  • 2 Full Bed(s)

View all photos for Suite Luxury With Pool View

Minibar, in-room safe, desk, blackout drapes

Suite Luxury With Pool View

  • Sleeps 4
  • 2 Full Bed(s)

View all photos for Suite Junior With Garden View

Minibar, in-room safe, desk, blackout drapes

Suite Junior With Garden View

  • Sleeps 3
  • 2 Full Bed(s)

View all photos for Suite Premium With Pool View

Minibar, in-room safe, desk, blackout drapes

Suite Premium With Pool View

  • Sleeps 1
  • 2 Full Bed(s) OR 1 King Bed(s)

View all photos for Suite Premium With Pool View

Minibar, in-room safe, desk, blackout drapes

Suite Premium With Pool View

  • Sleeps 3
  • 2 Full Bed(s)

Suite Premium With Pool View

  • Sleeps 4
  • 2 Full Bed(s)

View all photos for Suite Luxury With Pool View

Minibar, in-room safe, desk, blackout drapes

Suite Luxury With Pool View

  • Sleeps 3
  • 2 Full Bed(s)

Similar properties

Aerial view

Grand Palladium White Sand Resort & Spa All Inclusive

  • On private beach
  • Pool
  • Hot Tub
  • Breakfast included
4.1 out of 5, Very Good, (605)
The price is $478
per night
$578 total
includes taxes & fees
Mar 8 - Mar 9
Grand Palladium White Sand Resort & Spa All Inclusive

About this property

Grand Palladium Kantenah Resort & Spa All Inclusive

4-star Kantenah property with 14 restaurants
Catch some rays on Grand Palladium Kantenah Resort & Spa All Inclusive's private white sand beach or spend the day relaxing at the full-service spa. Then enjoy a meal at one of the property's 14 restaurants.
Grand Palladium Kantenah Resort & Spa All Inclusive offers 252 air-conditioned accommodations with iPod docking stations and minibars. Rooms open to furnished balconies. 32-inch flat-screen televisions come with premium cable channels and pay movies. Bathrooms include shower/tub combinations with jetted bathtubs and rainfall showerheads. Bathrooms are also outfitted with bathrobes, complimentary toiletries, and hair dryers.

This Kantenah property provides complimentary wireless Internet access. Business-friendly amenities include desks, safes, and phones. Additionally, rooms include complimentary bottled water and coffee/tea makers. A nightly turndown service is provided and housekeeping is offered daily.

6 outdoor swimming pools and 5 hot tubs are on site. In addition to a children's pool, other recreational amenities include a private beach, a waterslide, a sauna, and a fitness center.

The recreational activities listed below are available either on site or nearby; fees may apply.

Zentropia has 16 treatment rooms including rooms for couples and outdoor treatment areas. Massages are available on the beach and in the spa; other services include deep-tissue massages, hot stone massages, and sports massages. A variety of treatment therapies are provided, including aromatherapy and hydrotherapy. The spa is equipped with a sauna, a hot tub, a steam room, and Turkish bath/hammam.

The spa is open daily. Guests under 18 years old are not allowed in the spa.

Grand Palladium Kantenah Resort & Spa All Inclusive is an all-inclusive property. Room rates include meals and beverages at onsite restaurants and bars. Other items and amenities, including taxes and gratuities, and access to recreational activities and entertainment may also be included. Additional charges may apply for meals at some restaurants, special dinners and dishes, certain beverages, and other amenities.

Step outside to unwind on the white sand beach. Lie back and work on your tan with relaxing beach amenities like umbrellas and sun loungers. At Grand Palladium Kantenah Resort & Spa All Inclusive you can cool off in one of the 6 outdoor swimming pools and indulge in a pampering afternoon at the full-service spa.

A complimentary breakfast is offered each morning. Dining is available at one of the property's 14 restaurants and guests can grab coffee at the coffee shop/café. The property also has a snack bar/deli. Guests can unwind with a drink at one of the property's bars, which include 2 swim-up bars, a beach bar, and a bar/lounge. Public areas are equipped with complimentary wireless Internet access. This all-inclusive property also offers a children's club, a children's pool, and a steam room. Onsite self parking is complimentary. A total renovation of this property was completed in December 2023.

Grand Palladium Kantenah Resort & Spa All Inclusive has designated areas for smoking.

A complimentary buffet breakfast is served each morning between 7:00 AM and 11:00 AM.
La Adelita - This steakhouse specializes in Mexican cuisine. Guests can enjoy drinks at the bar.
El Dorado - Onsite steakhouse. Guests can enjoy drinks at the bar. Open daily.
Sumptuori - This sushi bar specializes in Japanese cuisine. Guests can enjoy drinks at the bar. Open daily.
La Lola - This restaurant specializes in Spanish cuisine. Guests can enjoy drinks at the bar. Open daily.
Room service (during limited hours) is available.

All inclusive details

This property is all-inclusive. Onsite food and beverages are included in the room price (some restrictions may apply).

Gratuities and taxes

Gratuities are included and additional gratuities at guests' discretion are accepted.

Food and beverages

All buffet and à la carte meals, snacks, and beverages included
In-room minibar (all beverages included)
Dining availability limited at one or more venues

Activities and facilities/equipment

All non-motorized water sports, land activities, and use of recreational facilities and equipment are included.

Water activities

Kayaking
Snorkeling
Windsurfing

Land activities

Fitness facilities
Miniature golf
Soccer
Tennis
Volleyball

Lessons/classes/games

Aerobics
Language
Water fitness

Entertainment

Onsite entertainment and activities
Theme parties

Languages

English, Spanish

Property amenities

Internet

  • Available in all rooms: Free WiFi
  • Available in some public areas: Free WiFi

Parking and transportation

  • Free self parking on site

Food and drink

  • Free buffet breakfast available daily 7:00 AM to 11:00 AM
  • 14 restaurants
  • 2 swim-up bars
  • A bar/lounge
  • A beach bar
  • A coffee shop/cafe
  • A poolside bar
  • Snack bar/deli

Restaurants on site

  • El Dorado
  • La Adelita
  • La Lola
  • Portofino
  • Sumptuori

Things to do

  • 5 spa tubs
  • 6 outdoor pools
  • Arcade/game room
  • Archery
  • Basketball
  • Beach volleyball
  • Billiards/pool table
  • Boat tours
  • Children's club
  • Children's pool
  • Evening entertainment
  • Fitness classes
  • Full-service spa
  • Games
  • Gym
  • Kayaking
  • Mini golf
  • Pilates classes
  • Playground
  • Racquetball/squash
  • Sauna
  • Scuba diving
  • Segway rentals/tours
  • Shopping
  • Steam room
  • Tennis
  • Waterslide
  • Windsurfing
  • Yoga classes

Family friendly

  • 6 outdoor pools
  • Arcade/game room
  • Babysitting (surcharge)
  • Children's club
  • Children's games
  • Children's pool
  • Free crib
  • Laundry facilities
  • Lifeguards on site
  • Mini golf
  • Playground
  • Snack bar/deli
  • Waterslide

Conveniences

  • 24-hour front desk
  • ATM
  • Gift shop/newsstand
  • Hair salon
  • Laundry facilities
  • Luggage storage
  • Safe at front desk

Guest services

  • Concierge services
  • Dry cleaning/laundry service
  • Housekeeping (daily)
  • Multilingual staff
  • Porter/bellhop
  • Tour and ticket assistance
  • Turndown service
  • Wedding services

Business services

  • Business center
  • Conference center
  • Meeting rooms

Outdoors

  • Beach loungers
  • Beach towels
  • Beach umbrellas
  • Garden
  • On a private beach
  • Pool loungers
  • Pool umbrellas
  • Terrace

Full-service spa

  • 16 treatment rooms
  • Aromatherapy
  • Body scrubs
  • Body wraps
  • Couples treatment rooms
  • Deep-tissue massages
  • Facials
  • Hot stone massages
  • Hydrotherapy
  • Manicures/pedicures
  • Outdoor treatment areas
  • Sauna
  • Spa open daily
  • Spa tub
  • Sports massages
  • Steam room
  • Thai massages
  • Turkish bath

Accessibility

  • If you have requests for specific accessibility needs, please contact the property using the information on the reservation confirmation received after booking.
  • Handrails in stairways
  • No elevator
  • Wheelchair accessible (may have limitations)
  • Wheelchair-accessible pool
  • Wheelchair-accessible registration desk
  • Wheelchair-accessible restaurant

More

  • 11 buildings
  • 2 floors
  • Banquet hall
  • Built in 2002
  • Designated smoking areas
  • Lifeguards
  • Renovated entire property - December 2023

Room amenities

Bedroom

  • Bedsheets provided
  • Blackout drapes
  • Free crib

Bathroom

  • Bathrobes
  • Free toiletries
  • Hair dryer
  • Jetted bathtub
  • Private bathroom
  • Rainfall showerhead
  • Shampoo
  • Shower/bathtub combination
  • Soap
  • Toilet paper
  • Towels provided

Entertainment

  • 32-inch flat-screen TV with premium cable channels
  • iPod dock
  • Pay movies

Food and drink

  • Coffee/tea maker
  • Free bottled water
  • Limited room service
  • Minibar

More

  • Air conditioning
  • Desk
  • Iron/ironing board
  • Phone
  • Safe

Policies

Check-in

Check-in start time: 3 PM; Check-in end time: midnight
Express check-in available
Minimum check-in age: 18

Check-out

Check-out before noon

Special check-in instructions

Front desk staff will greet guests on arrival at the property

Access methods

Staffed front desk

Pets

Pets not allowed (service animals are welcome, and are exempt from fees)

Children and extra beds

Children are welcome
1 child, up to the age of 2 years, can stay for free if using existing beds when occupying the parent or guardian's room
Rollaway/extra beds are not available
Free cribs are available on request at the property

Property payment types

Important information

Optional extras

  • Facilities fee: USD 35 per person, per day and includes use of: sauna; hot tub

The above list may not be comprehensive. Fees and deposits may not include tax and are subject to change.

You need to know

Extra-person charges may apply and vary depending on property policy
Government-issued photo identification and a credit card, debit card, or cash deposit may be required at check-in for incidental charges
Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed
This property accepts credit cards and cash
Safety features at this property include a security system

We should mention

This property does not have elevators
Reservations are required for massage services and spa treatments; reservations can be made by contacting the property prior to arrival, using the contact information on the booking confirmation
Only registered guests are allowed in the guestrooms
Guests under 18 years old are not allowed in the spa

Property is also known as

Grand Palladium Kantenah Solidaridad
Grand Palladium Kantenah Resort All Inclusive
Kantenah Grand Palladium
Grand Palladium Kantenah
Grand Palladium Kantenah All Inclusive
Grand Palladium Kantenah Resort & Spa All Inclusive Kantenah

Grand Palladium Kantenah Resort & Spa All Inclusive Reviews

Reviews

8.0

Very Good

Rating 10 - Excellent. 432 out of 1002 reviews
Rating 8 - Good. 303 out of 1002 reviews
Rating 6 - Okay. 132 out of 1002 reviews
Rating 4 - Poor. 71 out of 1002 reviews
Rating 2 - Terrible. 64 out of 1002 reviews

8.6/10

Cleanliness

8.2/10

Staff & service

8.0/10

Amenities

8.4/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

2/10 Terrible

Joseph

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Stayed 1 night in Nov 2024

10/10 Excellent

Kyle

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Nov 2024

6/10 Okay

Guy

Traveled with family
Liked: Cleanliness, staff & service, amenities
Did not like how spread out everything at the resort was. My watch would record a .30 - .75 mile walk everytime I would walk to a location on the property. They did have golf cart type transportation but sometimes it was quicker to walk. I also hate that there is so much extras that they want you to pay for at an "All Inclusive" resort.
Stayed 7 nights in Nov 2024

2/10 Terrible

Brittany

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Nov 2024

10/10 Excellent

Diana

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Oct 2024

10/10 Excellent

Alina

Traveled with family and small children, Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Always love staying here. The beach was cleaner than I have ever seen it! Unfortunately we did get some bad weather due to the tail end of the storm, but it was still an excellent time. Lots to do, and perfect for kids! The new rooms at Kantenah were great. Although we booked a king room and were put in a room with 2 doubles, but we made jt work.
Stayed 7 nights in Oct 2024

10/10 Excellent

Abby

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Oct 2024

8/10 Good

Alexander

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pretty great resort with plenty to do as well as many different dining options
Stayed 4 nights in Oct 2024

10/10 Excellent

Matthew

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We loved this resort and will consider going back. The food can be hit or miss but we were always able to find something we enjoyed.
Stayed 7 nights in Oct 2024

10/10 Excellent

Alexander

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful, kid friendly environment. We absolutely loved seeing all the animals roaming around. Fernanda, the server at the colonial lobby bar was the best!! She was so friendly and took the time to get to know my children. I also want to say Jose, the server at the Nest, provided us with top notch service. These 2 people made our trip extra special!! We would definitely recommend this resort and would love the opportunity to revisit!
Stayed 6 nights in Oct 2024

10/10 Excellent

Gregory

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very friendly staff. Everyone that worked there took amazing pride in there job. All were smiling and very accommodating. We upgraded to the swim up pool and wow. Our butler was amazing. He scheduled all of our dinners. And gave my son presents every night. Food was very good. Dinners are long because of the 4 courses but service was very good. The drinks were perfect. Never once did we get the stink eye cause I was on my 8th pina colata. The separate family section with the pool was amazing. Drinks / great food / and nice and quiet section with lots for the kids todo.
Stayed 6 nights in Oct 2024

10/10 Excellent

Michael

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We loved our stay at Grand Palladium Kantenah! The staff is incredible. The food was great, rooms were very clean, great beach. We brought our kids and stayed in the family selection. Couldn’t think of a more ideal set up. Special shoutout to Erick and Emmanuel
Stayed 3 nights in Oct 2024

10/10 Excellent

Keitel Cruz

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Proffesional staff
Stayed 3 nights in Sep 2024

10/10 Excellent

Maritza

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was my first time in a resort In Mexico and i loved it. I Will definitely stay here again, I stayed at the swim up room and that room was right outside the beach. I recommend this place
Stayed 4 nights in Sep 2024

10/10 Excellent

robert

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The roof top suite with plunge pool was amazing
Stayed 2 nights in Sep 2024

10/10 Excellent

Veronica

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Sep 2024

2/10 Terrible

Daniel

Traveled with family and small children, Traveled with family
Liked: Staff & service
Disliked: Cleanliness
Things were fine until we had to leave 4 days early because my baby got terribly sick there. After speaking with some staff, it seems that this is extremely common that babies get terrible fevers, bacterial and viral infections and have to leave early. We had to spend extra money to fly home early, spend 2 days in the hospital and extra for taxi service to the airport, on top of thousands in hospital bills. The resort did not care. They don't properly sanitize child play areas, so do not take your kids there. The food at the resort is mediocre at best. We had one decent meal, several okay meals and several really bad meals. The Brazilian steakhouse is a total joke. The pools and beach are good and many staff members, including butlers Yari and Luis, were fantastic and underappreciated. I am terribly disappointed by our trip, this resort and their lack of care for our situation. Neither the resort or Expedia have done anything to try to help us recoup any of our losses here.
Stayed 8 nights in Aug 2024

10/10 Excellent

Evans

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing
Stayed 4 nights in Sep 2024

8/10 Good

Wymon, Accokeek

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Na
Stayed 5 nights in Sep 2024

10/10 Excellent

Jessica

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I had a really good time at this resort. I didn't do very much but it was just such a nice stay, very relaxing and much needed. The staff was super friendly and really made the experience that much better. There were so many restaurants, I recommend you try the japonese restaurant, it was amazing and the servers were so nice! Definitely will come back again !! Thank you
Stayed 4 nights in Aug 2024

10/10 Excellent

Cytionna

Liked: Cleanliness, staff & service, property conditions & facilities
Loved everything
Stayed 2 nights in Aug 2024

10/10 Excellent

Angel

Stayed 5 nights in Aug 2024

8/10 Good

Wymon, Accokeek

Traveled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Sep 2024

10/10 Excellent

Lilit

Stayed 6 nights in Aug 2024

2/10 Terrible

Alexandre

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This has been the worst hotel experience I have ever had. Due to issues with my wife’s visa to Mexico, we had to postpone the trip by one day. This was done the day before check-in, and the airline was very accommodating, postponing our trip both on the way in and on the way back. The moment I found out that I had to postpone the trip, I contacted Orbitz, and their recommendation was to speak directly with the hotel. Orbitz, my personal assistant, and I tried several times to contact the hotel through phone, email, and online text message, but none of us were able to do so. The worst part was that even when we contacted the hotel’s answering service in the U.S., they attempted to connect us to the hotel, but no one would pick up, and the call just dropped. This happened several times. When I finally checked in at the hotel, I explained the whole situation and requested to speak with the manager. I spent a total of 3 days at the hotel (supposed to be 4 days) and only less than 24 hours before my check-out did management finally contact me. This was the night before my check-out. The next morning, I arranged to speak with the manager and explained the whole situation to the supposed manager's assistant, Humberto. When he arrived, he claimed they never received any contact from us, and his best offer was for me to pay $400 for an additional night. He stated that if I could prove that I had contacted them, he might be able to do something better. The most upsetting part was tha
Stayed 4 nights in Aug 2024