Grand Sirenis Riviera Maya Resort

Bob Black

Just spent a week at the resort with family including grandchildren 13 and 16 years old.. first it was a 2 hour trip from the airport. The resort was having a major renovation but I was aware of that before I booked. First I would like to say that it was a great experience. The service and buffet was great as well as the restaurant. The rooms were very nice. Should you have mobility issues you need to request a room on the lower floor as they is no elevator. My only concern were that the door to the room is not sound proof and you can hear the people in the hallway and the live music they have in the lobby bar was very loud so it was almost impossible to have a conversation. But I would highly recommend this resort.

Tiffany Fletcher

Fantastic experience as a solo traveler. I visited during renovations and that did not effect my experience at all. The check-in process was easy. Plenty of food options at the buffet and attentive waitstaff. My room was spotless clean, a/c worked well, and was maintained and refreshed daily. The grounds are magical with plenty of beautiful wildlife and plants to see. There are many activities daily and the pool, lazy river, and beach are always relaxing. I enjoyed the evening entertainment and the mariachi was my favorite. All the staff that I met with went above and beyond to make sure every guest was having a dream vacation. I will definitely visit again!

WW Bob

A disgrace for a "4 star" hotel, a catastrophic experience! October 19, 2024 10 p.m., I have just arrived at this so-called 4 star hotel, and I am deeply disappointed and shocked by the quality of the establishment. For such a high price, I expected a luxurious experience, but what I experienced is far, very far from that. Renovations: No mention was made of these renovations when booking, which is purely false and misleading. Dirty and damp room: My room was in a pitiful state. The humidity reigns everywhere, with visible stains on the walls, curtains and even the blankets. Stains in the bathroom, including on the bathtub, make the room really repulsive, it is not even stains at this level it is really dirty. Old and degraded furniture: The photos on the site do not correspond to reality at all. The furniture is old, damaged and does not match the modern and luxurious room images I have seen online. I have taken several photos as evidence of the deplorable state of the room, and I will publish them so that everyone can see the truth about this hotel. For such an exorbitant price, I expected much more. This hotel is a disgrace and absolutely does not deserve its 4 stars. It is unacceptable that an establishment of this standing has such a level of dirt and neglect. I strongly advise against this place to anyone who wants to have a pleasant and relaxing stay, moreover I have seen several reviews of this type and apparently no improvement. I have asked to change rooms tomorrow, I demand an immediate explanation from the management as well as compensation, because what I paid does not correspond at all to what I received! Thank you anyway to the reception and the staff at the restaurant who are very good, I am staying here for a while I hope the rest will be better.

Casey Connors

Would we come back? No, even if it was free. As someone who speaks pretty good Spanish, this was a major mistake staying here. My wife is pregnant and it was for our honeymoon. Was the room nice? Only if you’re willing to pay extra money for an upgraded view. Otherwise you’ll be facing treetops that are 15’ away from your balcony. The jetted tub fills up at a painstaking pace. Check-in experience: The free drink was a nice gesture but the front desk staff was not personable and did not greet us with a smiling face. She was so focused on the screen it was difficult to get answers to our questions. Upon check in, we asked for a comp upgrade to a room with a view due to it being our honeymoon. That was turned down, despite low occupancy, wide open availability and a $400 additional price tag. Food: All you’re going to get is the buffet and the 5 items on the room service menu. The food is COLD, every meal, every place we tried. Yes, it’s fresh and looks good but lacked taste and adequate food temperature. Our complimentary champagne and chocolate covered strawberries were never delivered as promised. Major disappointment for me as I was trying to ensure my newly wedded wife and I could have a better experience. There’s no where in the app that says what time for breakfast, lunch or dinner and we got mixed answers from staff (6:30am or 7:30am) when we questioned them. Out of the 6 days & 5 nights we stayed, we were only able to get two reservations at their restaurants due to availability. Leaving the 15 meals from their buffet. Considering this is not peak season, there’s only 2 of us in our party, I can’t imagine how many other guests would be disappointed especially when room rates increase during the busier months. We had reservations for two meals at their restaurants - French & Italian despite me wanting to try all of them. Service: Honestly, service varies on the individual you encounter. Some people are great, happy to serve and ensure you’re having a good time while other employees make it seem like it’s an inconvenience for you to order drinks, ask for help, etc. The concierge service is helpful. I met the GM at dinner and told him our concerns. He redirected the answers to my questions to make it seem like the lack of available information was my fault, the “need” to download their app, how to use it to access information (which the still didn’t include what we needed). We ended up getting 90% of our info from other reviews. The golf cart shuttle service was inconsistent, often times missing pick ups leaving us stuck in the rain. I would not come back even for a free 5-day stay due to the fact that the food was cold everyday and every place we went to. Limiting the availability of reservations to be booked through the concierge is only good in theory but if they are not available then you’re unable to book anything at all, much less at more than two spots. I am not hard to please and pretty well traveled in central and South America so I understand the conditions of the property could be lacking proper plumbing/sewage control, but for the price and the consistent disappointments we experienced, I felt like this was a big waste of money and not where I would recommend for traveling couples. The smell around the property is that of sewage which I was even paranoid of smelling it in our iced coffee (potentially in their products or from washing their dishes). My pro-tip is to have them do the Build Your Own stations to ensure food is hot/warm. Go see the cenotes in the area, be prepared to be led into shops selling Chinese made goods being marketed as authentic, drugs offered by trespassers in the resort as well as in town, etc. Just read through reviews before you make your decision and be prepared for a mix of everything.

maricruz luna

From the moment we arrived, our experience at Grand Sirenis was less than ideal. While the initial greeting was friendly, the subsequent service left much to be desired. With two young children and plenty of luggage, we expected more assistance than what was provided. The golf carts, which were supposed to transport guests to their rooms, were consistently unavailable. Despite seeing empty vehicles, we were told they were full, forcing us to walk long distances. This was particularly challenging for me as I developed a painful vein in my leg due to the excessive walking. I noticed a curious pattern: the golf carts seemed to prioritize Caucasian guests, while Hispanic patrons were often left to walk. This was especially odd considering we were in Mexico. Our room keys malfunctioned twice, requiring us to make multiple trips to the lobby for replacements. Despite explaining my medical condition, the staff was unable or unwilling to provide transportation. To make matters worse, our room was unbearably hot. With no functioning air conditioning, I was forced to sleep on the couch, where the only fan was located. When I requested a portable fan, I was told none were available. Our previous stay at La Hacienda Resort in May 2024 was a completely different experience. If you're seeking excellent customer service and a beautiful, all-inclusive beach resort, I highly recommend La Hacienda. Unfortunately, our stay at Grand Sirenis was a major disappointment.