Grand Palladium Kantenah Resort & Spa

L N

DO NOT BOOK! Especially with young children!! First, we booked a suite in the colonial part of the resort near the kids club, They ended up putting us in the white sands, part of the resort and could not accommodate moving us for at least four days into our one week vacation. Forcing us to have to take our two-year-old son across a huge unstable bridge that is constantly moist, has gaps and uneven surfaces. I had absolute fear every time we had to go to the buffet Or access any restaurants. If we wanted to go to the Colonial side, it is either a very long walk, which is impossible with a toddler, or anywhere between 10 to 30 minute wait for a train. And if you are not an elite member many trains pass you by without offering to pick you up. This place is an absolute maze and utterly exhausting to get around, not to mention the customer Support is satisfactory at best. Some people are OK, but they were only nice to me when I complained To a supervisor.. when trying to order room service, we either got hung up on, no answer or when we finally Were able to make an , It takes an hour to get Or a few times they didn’t even show up at all. On top of all of this, the food was absolutely disgusting. Most of which were un edible. I firsthand witnessed unsanitary processes. Even the chicken fingers for my son were disgusting. After all of this, I made a few formal complaints. I was assured that we will have priority and access to special trains, directly after this the manager sat with me at the train stations in the lobby to take me back to my room, and I still had to wait 30 minutes. My family and I decided not only because of poor accommodations to leave, but our main concern was the risk factor of that uneven bridge. The forecast for the following days were torrential downpour, and With all of the concerns above, we were at fear of not eating since there were no trains to take us to restaurants or buffets, room service is not reliable whatsoever, even after complaining, and that bridge in extreme weather conditions was a high risk with a young child. I even tried to take food from the buffet to bring back to my room, so I didn’t have to drag my two-year-old across this unsafe maze, and they wouldn’t let me. I even complained again to a manager at the Buffet, and nothing was resolved. I had to hide french fries in a coffee to go cup so that I could bring something for my child to eat. I have since been in contact with customer support via email and they have been Extremely unhelpful, And blaming us for our early departure, instead of taking responsibility for their unsafe accommodations.

Tifani Sadek

I've stayed here twice and I'll be back! This is a great wellness retreat - do the hydrotherapy circuit and enjoy the juices. The Mexican restaurant Adelita is superb. It's Mayan Mexican so please be ready to step out of your comfort zone and try some amazing dishes like the plantain tamal with huitlacoche. Jimmy is an excellent server there so I hope you land him!

Natalie Keating

Very big resort but the beach only had 2 good spots to swim because of the shore line in some places and seaweed in the other. Rooms never really felt clean and bathtub was stained and I had to clean it myself after requesting it cleaned twice. The dinner buffets are smaller than other resorts and not impressive but the reservation-required restaurants were good. Gerardo in La Adelita was very attentive and has a great personality for service, we really enjoyed our evening with him. Service in Bamboo was very slow.

Sabrina

We’ve enjoyed a couple days of our honeymoon already however in the past days the service at the buffet in El Gran Azul has been spectacular. Angel our server has made our morning and lunches there full of laughter , smiles and amazing service. Angel, Ivan & Armando take great care of their people. Thank you so much!

Nadia Radwan

DO NOT STAY HERE!!! HORRIBLE. super far from everything- you have to walk 20 min to get to an actual spot on the beach, cockroaches infesting the lobby which they don’t care about, can’t book à la cart for the first 3 days of your stay- which they do not tell you till you get there; buffet is horrible, à la cart has the WORST food i’ve ever tried (some how they messed up edamame) and there’s like 4 options per menu. “beach side” you pay extra for has ZERO beach view, because of all the trees, not easily accessible AT ALL- there’s like a million super TALL stair bridges. Check in took like an hour even though there was NO LINE. One time, we showed up to a restaurant and asked if there was 3 available seats at a table; they told us to wait, only for the next guy who asked the same thing they LET IN IMMEDIATELY??? racism?? idk. any other resort would be better than this one. asked the front desk to send chips to the room, they said it would take 45 minutes, waited 2 hours, chips never came. Sturdy water slides, I am 19 and weigh 110 pounds but they got mad when i tried to go on a slide (they were completely deserted). (kids only) Beach at white sand your not allowed to swim there, there’s no bar, and no washroom, so you have to walk ALL THE WAY DOWN to colonial beach (which is supposedly cheaper to stay there) Bro I genuinely have like 15 more things to add but i’m just gonna say DO NOT STAY HERE. AT BEST this is a 3 star hotel. Also saw RACOONS COMING FROM THE BEACHSIDE SEAFOOD RESTAURANT KITCHEN??? AND the door is nasty. I have attached photos.