Service: Everybody who works here seemed really nice and helpful! Food: Ir Pescatore: my favorite! Food was really good! Maria's: Not very good at all :( Albatros: Amazing Breakfast buffet! Others were good too! Room: The room was comfy and about one minute from the private beach. However, the toilet broke at least once a day and the room key often did not work. Great Hotel! read more

Food is mediocre...only 2 small pools which get very packed and hot..beach had lots of seaweed..staff is amazing but this resort lacks compared to others..would not stay here again..best thing here is convince of bus services to party read more

The hotel itself was really nice and the staff was incredible. The only 2 restaurants we liked was the Italian place and the Ventana's buffet. The pool was awesome! They had a DJ and played music through out the whole day. The beach was beautiful! We were able to rent out a cabana the last day we were there and just enjoyed every bit of it. The room service was amazing!! we used it as much as we could while we were there. The room was okay. When we walked in, it seemed like the room hadn't been used in a while. The mini fridge smelled awful and the sheets felt very damp. I'm thinking it was the humidity so no one had any control over it. We were rarely in the room so it was tolerable. We were on our anniversary and they had our room decorated with roses and a door hanger, loved that. Their housekeeping ladies were soooo sweet. When taking taxis, make sure you have pesos! some of them have card options, but half of the time their machines are always down. Their COVID testing is super easy and its complimentary. As soon as you get there you go and make an appointment because they are usually very booked. Overall it was an awesome experience and we recommend it. read more

Great place to stay in Cancun! Beautiful beach and pools. Great food. And the kindest and most helpful staff you could ever wish for (especially Benjamin and Miguel at the Albatross!) read more

Recently stayed here from June 20- 27. We booked 2 rooms since it was a family vacation of 8 and more on the way. Check in was very slow and I noticed some people getting welcome drinks before they even got to the counter while they waited and we didn't, not even as we got to the counter. I booked 2 rooms with ocean view and we got partial views only. One of the rooms we kept since the family members staying in that one didn't mind but I did change the second room but had to wait until the following day to do so. The rooms were nice and comfortable but you have to be very careful since the floors get very slippery when you open the balcony door. My kids kept slipping and falling on the floor. I have 3 kids ages 9,4 & 3 and one thing I didn't like was that all rooms have 2 steps to get from the bed area to the sitting area and with the floors getting slippery it was constant crying from my kids falling and hitting themselves. The 9 year was fine with the steps. The ac worked great in our rooms. As far as the employees, they were all great. They all went out of their way to help us in whatever we needed. And there wasn't one single employee that didn't say good morning, good afternoon or good night. We were always greeted by them as we passed by them and that was always very nice. Don't always see that very often. As a family with kids, we found this resort perfect for our needs as far as the hotel itself. It was easy and fast to get to and from places if we forgot a diaper in the room we could run up to the room and be back within 10 min. The pools were never too packed and always found a place to sit. The beach is right there super close. We had a storm the days we were there so the water wasn't as calm as we would have wished it was. So we spent our time at the kids pools. The reason why I gave this resort 3 stars is the food. I am not a picky eater at all but the food here was not good. You won't starve to death, you can find things that wont be terrible like the rice and vegetables, simple things. For breakfast i asked for omelettes and those were good. The eggs already cooked in the buffets were nasty to even look at, they looked raw and watery. Which is why i stuck to omelettes so I could see them cooking them. Everything is watered down so much. Maple syrup for pancakes was like 80% water. It was disgusting. The dressings for the salads watered down as well. Cheese for nachos watered down of course. Everything that was meant to be liquidy was watered down way too much. The drinks also super watered down. I would ask for my fountain drinks & lemonades without ice in over 80 degree weather hoping I could get an actual good drink for once, but it didn't happen. All desserts seemed to be tasteless. Maybe they were all sugerfree I'm not sure but they were not good. Only good dessert was the ice cream which is what we stuck to. We all had the runs on our last 2 days and we blame it on the food, adults and kids. The only restaurant with good food where we didn't complain was at the italian restaurant. But u have to make reservations or else you wont get a table, especially if you have a big party. They tell you you don't need reservations but you do. Room service was also better than the buffets hands down. Some deals only include room service once a day but my deal included breakfast, lunch and dinner per day per person in the room so you need to ask exactly what type of room service you have in your booking. We all enjoyed our stay being that it was our first time to Cancun but we will definitely not stay at this resort again because of the food. Wish they had good tasting food and it would be a great "family" resort. read more

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Great quality and value. Kid friendly but not in your face kids. Food good; drinks fine; beach quite clean. Looking to come back.

Everyone was so nice and accommodating. The staff was wonderful especially Zachary who was the captain at Deck 74. I have a food allergy and she made she all of the food was made separately. We had a great time for our girls trip. read more

This place was pretty nice. We unexpectedly stayed here because our AA flight was delayed and AA put us up in this hotel for a night. Since we didn't have to work the next few days we decided to stay another night after that to enjoy the next day rather than getting back to the airport and heading home. Must say the food and fruit selection at breakfast was better than the resort we stayed at in Riviera Maya. Coffee was better too. They had a unlimited coffee bar with cold brew. Also the beach here was much better - Big and connected to nearby hotel beaches which was great for walks. In riviera maya we had a rocky beach/man made beach so there was few places to get in the ocean. This place wasn't overly crowded in September either which was nice and they have a kids section which can separate kids from the adults at times. Our room had a view over the front of the hotel which was beautiful off our balcony. Our room was great too on the 6th floor near the vip lounge. We had a nice shower and separate bathroom from the bedroom. Also a small living room area . There is a spa which we didn't get to use but they were very flexible on pricing. The restaurant by the pool had a great seafood selection for dinner which they make hibachi style for you. We previously stayed at Hard Rock Riviera Maya which was nice but this place was much better. Location/food/room and overall read more

Absolutely impressed with our stay. The staff was incredible, the food is amazing and the rooms are well air conditioned. This is a family friendly hotel, with a designated pool just for the littles as well as a jack camp aka kids camp. Throughout the day there was activities for the adults in the adult pool area and shows for entertainment in the evening. Panama Jacks, you rock!!! Until next time! read more

Stayed 3 nights all-inclusive at Gran Caribe and loved it! Despite the resort overflowing with college spring breakers, the staff was friendly and attentive. We celebrated my mom's 60th birthday and they went the extra mile to help her celebrate and make her stay feel special. Rooms were spacious, beds were comfortable, and food/drinks were awesome too. Happily poured us some higher-end liquors if we requested. I would definitely go back for another stay! read more

Dead center of cancun. Close to the clubs and the malls. Everyone who works here is friendly and courteous. The only reason I give this place 2 stars is we did the "tour". I advice you not to do that since it's a waste of time. But after the tour was done we said no to joining their club. For the 4 hours lost we recorded a tote bag and certificates to use in the hotel. Upon using the certificates we had to sign our names. I signed my name and the front desk said it wasn't my signature. Mind you my signature is never the same. But they proceeded to ask me to rewrite my signature. I did as they asked. After signing my signature for a tenth time they decided to look at the hotel bookings to confirm. So after all was said and done that is the only reason I give this place a 2 star rating. Maybe in the future I will come back and have a better "front desk" experience. read more

First off its UNDER CONSTRUCTION something we did not know. My boyfriend and I just stayed here for 5 days 6 nights. We arrived a Sunday at 9am. Check in time wasn't till 3pm but figured we would try. The lady checking us in told us I don't have your room available but if you upgrade then I can get you in right away. We declined and miracously she had a room available.....Strange thought one wasn't. We were then greeted by a lady who said make sure when you are done checking in to come see me and I can give you a 10 min informative talk about the place. I figured no I know she's trying to sell something. Later a different girl approached us same blue shirt that says platinum sales. She said I'm not going to sell anything just informative. Fine we agreed sat at the desk with a different lady the talk was informative for the first 5 mins then she decided to try to sell us something. We let her know we were not interested and we would prob not be back in the next couple years. She honestly got mad and started acting bitchy which turned me off. I believe her name with Gerry. Like don't get mad because we said No. We won't be the first or last people. Our room also had a balcony that faced the wall ...room 245-4 like don't even advertise it with one. The place is under construction so it's loud, the room doors are also very very thin. We could hear everyone walk by our room. The pool area is nice I enjoyed that. The buffet is okay. The Mexican restaurant is AMAZING and the customer service in there is as well. The Italian restaurant is terrible and the customer service is eh as well. The food portions are a joke. My bf had a pizza and it's the size of Marie Claire's $.99 cent pizzas no joke! My spaghetti tasted like hot noodles with canned sauce. So don't even bother with that one the Mexican one is the best and the employee in their are amazing! The sunset restaurant I only had for lunch it was pretty good as well. The resort is nice but I'd enjoy it better if it wasn't under construction if ALL the restaurants were open and if the platinum services were not so pushy. Also I know this is all inclusive but if you get good service tip your waiter or waitress. I dont plan on coming back to Cancun for a while but if we did I'd check a different resort read more

HORRIBLE CUSTOMER SERVICE , their pictures of rooms online is nothing like the rooms they give you . They promise you one thing and do the opposite ( this being that we are "members" of the hotel) We became members when it was known as Gran Caribe . Since then this hotel is nothing more than a glorified motel. Food IS NOT GOOD, all inclusive but you can only order rooms service 3x a day. No interactive games for the youth. I've been to Cancun many times in my life ( my first time at this hotel) and this is the worst experience ever . DO NOT STAY HERE . This has made my trip and my families trip the worst , causing more stress than relaxation. read more

THIS RESORT IS AWESOME!!!!! I'm here right now for my aunts wedding and it is absolutely beautiful. The service is always good and the food is too! The ocean is beautiful but the only sad part is the kelp/ seaweed that is everywhere at this time but that's not their fault. I wish they tried to clean it a bit more though. I really love all of the activities they have here as well. Overall, I can say that my whole family and I enjoyed this place and thank you for giving us an amazing week! read more

We upgrade the room to a ocean front room, the hotel is beautiful, staff are welcoming and helpful, i like the pools and the kids play area, and is just 5 mins walking distance to the flamingo shopping mall, the food is not best but is not bad at all, just not to order miso soup, because it is not miso soup at all, the drinks is great, room is a bit small, but overall is 4 star read more

We went to the Gran Caribe between 12/18/15 thru 12/24/15, for our daughters 16th bday. This was our first time to Cancun and it was beautiful experience. The hotel was very nice and the staff is amazing and very helpful. The all inclusive food was good and you have five places to choose from. Two of the places our buffet style and the other three are not. Even thou it rained off and on there, we did have a few days off sunshine and that was awesome. We will definitely be going back, thank you Gran Caribe. read more

March 2021 panama jack playa de carmen review. If you like an all inclusive that you can't even get water, then this is place for you! They don't allow you any alcohol before 11 am. Unless you like the cheap beer they put in your mini fridge. I hate to say it but the best part of the drinks are the coffee bar. Stick to a simple jack and coke because the rest are watered down or made with sugar fake flavor juices. The food is worse than cruise food and the service is slow. The worst part was the seaweed was so bad that it had to be taken off the beach with a tractor. The smell was god awful. If they didn't want to fill your minibar...covid, if they didn't want to bring you wash cloths...covid. The covid excuse were everywhere and for everything they didn't want to do (like handing you water bottles). Also don't even think about going anywhere without your phone and make sure you can pull up the qr code because you wont be able to get your menu. They let bird poop pile up on your balcony and coati run the hallways. Some of the resort is not very clean. The worst of all is that they let scam companies in the resort to sell to their customers. We booked one of their companies for a excursion a vip ticket, but they totally ripped us off. I could of been lied to and ripped off for cheaper steps from the resort. I trusted that they would have a reputable company doing business there so they wouldn't get these reviews..WRONG! They are just as shady as any of the others out there. Oh, and check twice or three times at check out the front desk agent tried to charge me $40 dollars more than we were suppose to be charged. Even then when I corrected him and paid him exactly what I owed him $129..he didn't give me a receipt. I am pretty sure there is some money pocketing happening with a few of the staff. Think twice about this resort. read more

We checked in Xmas day... Food poisoning. I thank all that is good in the world that my children are the pickiest eaters of all time. But my husband, my poor dear husband. This resort is lucky he didn't puke in front of anybody. He spent an evening and overnight in the bathroom, spewing from both ends, waiting for the shop to open up so he could buy Pepto or Immodium, wondering if he might need to go to a hospital, wondering when it would stop. Here's the deal. You know that show cooking they do, where they grill fish up as you wait, and it tastes so good? At the end of that shift they take all that leftover fish that's been sitting around, grill it all up, and then serve it under a heater for the next meal. A partially cooked piece was selected by my husband and he ate it up. This cesspool fish festered in his stomach, with no symptoms, and he continued to stack dinner, and the next day's lunch on top of it. Then we get to dinner, and he leaves the table before seeing the menu and bolts to our room. Insert details on dual end explosion here. This was just what i suspect happened. He thought someone was out to get him. Neither theory lends to a vacation well-had. The 2 stars are for the pools, the snack bar and the several nice people who served us. I do not expect perfection at a resort. This was the 3rd time i had come to Cancun. Staying here resulted in a vow to never go back to Cancun. If i do come back for whatever reason, i'd rather go to the Beloved. read more

It's a 3.5 rating. It's worth it for what we paid for. The food were ok. It's a hit and miss - there are times/food that are awesome, and some that are not. The worst was the salmon burger from the Sunset Grill - it tasted like old recycled salmon! I understand that some food will get recycled, and that's ok, but if it doesnt taste good anymore, scrap it! We didn't bother trying the Italian restaurant as why go there when you're in Mexico? Maria's was nothing special... my recommendation for the hotel is for the menu to just stay authentic Mexican and have an actual Mexican ambience in the room (i.e., costumes, designs, music, etc) Humberto (a server) from the Albatross was very good in his customer service skills. He made sure that we had what we wanted and he initiated conversations. He is the most deserving of our tips (We tipped every time we ate and everybody who provided service. I hate people not giving tips, especially those people who ask for a lot and do not tip at all - and I saw a number of them.) Make sure you ask for his table when you eat at Albatross. The other servers were mediocre. Everyone always had a smile and were courteous. The front desk/check-in was slow. We checked-in Friday night when there was a big fiesta in the lobby and we can barely hear the receptionist at check-in. It was confusing - no lines, etc so people just cut in whenever somebody is able to help you - which is a tee bit slow, in my opinion. We were given an 'upgraded' room with no view - our view was the children's playground. Didn't bother complaining about this. The room was ok - huge and it provided the purpose. When you call Concierge from your room, more often than not, no one answers. We called the front desk to ask for info on what the show is the next day, and the lady who answered said that she doesn't know yet and all she knew was the show for the night. I assumed that she really did not know or she was just working temporarily, so we went to the front desk and asked an actual person (this time a guy) and we got the same answer! (huh?) you don't know what your program is/are? And speaking of programs, the hotel lacks communication and marketing. They should give a calendar of events or something for the whole week or if they are indeed trying to save trees, at least put it up on the company channel on tv. If you are annoyed with kids, do not go here! (note to self!) The pool was small, but we didn't use it so it doesn't matter. Would I come back? probably not, but only because of the kids! if it were all adult, then likely, yes :-) read more

We stayed at Panama Jacks last minute. It was a nice hotel, very clean and great staff. they we constantly cleaning and dis-infecting the hotel. The maid service was bad about not leaving bottled water in rooms even though we left them a note and a tip to do so. They took the tip, but left no water. One of the reasons i come to Mexico is the lush foilage at the resorts. Well, there was just some foilage here. Not anything fancy. the flower boxes attached to balconies were full of weeds and not attractive at all. Very dissapointing. The food was good, but got old really fast. they have two restaraunts open in the evenings and something served by the pool. And lastly, even though this is a family resort. there was a great kid friendly pool at one end with a great ship and water slides for kids. the parents brought all the kids to the main pool.. I think it should be adults only. I will not be returning to this resort.. read more

We loved our stay at the results .. two weeks ago, only bad thing happen was the coconut milk was fresh so has an slight allergic reaction but it was okay .. the food was amazing . The drinks were great. Overall my boyfriend and I enjoyed ours stay we will be back again read more

Important note: I have not stayed at this hotel, so, this one star rating has nothing to do with the amenities, food, on-site staff, etc. This one star is for poor cancellation policies and difficulty reaching the actual hotel. From my experience, it is nearly impossible to reach this hotel on an English speaking telephone line or email from the US. The way it's set up, one must communicate with them through travel-agent type intermediaries, in our case Bookit.com. As an avid international traveler this is not something I typically encounter and I did not like it. I prefer to be able to communicate directly with hotel management and staff re: requests, booking, and cancellation, when necessary. Anyhow, something came up that has necessitated a cancellation of our trip to Cancun so I was forced to cancel this reservation. I cancelled approximately one month in advance and they charged me a penalty fee. I can understand being charged a penalty fee if you're cancelling the night before expected arrival or even a week in advance, but a month? Their policy is that That is profiteering, plain and simple. There is not reason to penalize us...they're still going to be able to fill that room, they have a month to do so. This sizable penalty fee a cheap way to make extra money for no reason. I hope someone from Gran Caribe reads this...they need to know that there's no such thing as "free money". Taking money for a cancellation within any time frame (seriously, they'll extract money from you if you cancel three months in advance) does not build good will with someone who could potentially be a future customer or could discuss this experience with other potential future customers. If this hotel is already penny pinching customers before you even set foot in Cancun then what's the actual lodging experience going to be like? read more

This hotel has had the absolute worst customer service I have ever seen with any hotel and we have stayed at a lot of nice hotels! This was our first all-inclusive resort booking and we traveled with 5 other couples. I booked our 5 night stay on July 11, 2017 for a Beach Front Junior suite walkout room for $2060 by the Gran Caribe Resort for my Cancun couples vacation (with 5 other couples), which was from Sep 28- Oct 3. When we arrived, the entire resort was under major construction and the hotel sent us to the Hyatt Ziva resort instead. I NEVER stayed at the Gran Caribe resort, at all, and I was still charged the $2,060. All 5 other couples that went to the Hyatt Ziya with us only paid $1,1110 for the exact same room we got!!!! I paid the Hyatt Ziva resort $1,110 and assumed the Gran Caribe would refund my money. It is now 4 MONTHS LATER and what did they do?... they refunded me the $1,110 and kept the difference for themselves!! So, they stole my $950!! Stay away at all cost and avoid this terrible resort, they will screw you over at any chance they get. I called and emailed the Gran Caribe more than 15 times over the last 2 months to get this resolved and the resort management and Francisco Rivadeneyra (Reservations executive) gcres.ecommerce@playaresorts.com at this number + 52 (998) 8 81 67 50 Ext 5955, refuses to call me back or reply to my emails to return the $950 that they still owe me. Stay at a different resort and save yourself the time and headache of trying to get your money back and never getting an issue resolved. read more

This place hands down has the best customer service that I've witnessed anywhere. My husband and I went to Gran Caribe Real for our honeymoon and couldn't have been more happy with our choice. When we showed up at the hotel we were greeted with a champagne glass filled with awesomeness. As an all-inclusive we didn't have to worry about pulling out our wallets every time we dined. The service is so good that it does make you want to pull out your wallet to give tips, however, we paid gratuity when we purchased our package. I loved that their were enough beach chairs around the pool and the beach to accommodate all the people. Their is a pool area for the kiddos with an adult pool near by and then theirs another pool on the opposite side of the resort. The 6 or so dining options allowed for a lot of variety, especially if you stay for a long period of time. My husband and I also got a massage on the beach which was okay. The scene was better than the massage. Since we were honeymooners on our first night they had rose petals in the shape of a heart on the bed with two birds made out of wash clothes kissing. This resort is located along the strip with all the other resorts. Their is also a little mall along with other restaurants within walking distance. I highly recommend this resort! Very kid friendly! read more

My family and I just got back from our vacation here. There were 10 of us in total with ages ranging from 2-62 years old. There was something for everyone! We did two great excursions, but you honestly don't even need to leave the resort. Not gonna lie some of us weren't crazy over the food, and some of us loved it. You can hang on the beach or there's two pools to choose from. There are constant activities that involve all ages. Every single employee were super nice and very hospitable. It was such a great vacation mostly in part to our favorite employee, Luigi. He made our stay so much fun and special. Luigi went above and beyond. Not only did he do what his job requires of him being an MC and getting the crowd into things, but he went even further and made genuine connections with people - especially my family! He made 10 new friends last week, and we all teared up saying goodbye to him. I highly recommend this resort to everyone! read more

My first impression was that the hotel was nice and it was going to be relaxing ,but it wasn't at all. Our tours had been mixed up and the hotel was telling us we didn't have any tours ,when we had paid for 2. The customer service isn't as great as I imagined due to the fact that they kept bringing different people to us when we had just gotten there and we repeatedly told them we wanted to eat before discussing any tours and stuff like that. The hotel had given us a room that has the view of a parking lot ,and we specifically asked for a two bed hotel room ,and they only gave us a one bed . The refrigerator wouldn't keep our drinks cold ,and we had asked the front office to fix that problem ,but it never was. The hotel didn't have coffee in the morning nor at night when we called and asked for one with room service . The waiters at the restaurants are friendly and nice ,very helpful . The hotels 24 hour "snack bar" doesn't have many things to pick from and doesn't have snacks ,instead they have full meals . Other than those things ,it's a good hotel to stay in , the rooms look very nice when you first go in The buffets have some good choices to pick from as well . read more

First time in Cancun & all inclusive. Wasn't disappointed. Plenty of room but small enough that you are not walking miles to get to activities! Absolutely go to spa & ask for Maria & other ladies you will not be disappointed. So good we went twice! It's a must to go to the beach bar & ask for Armando...top notch bartender! read more

I really need a 3.5 star for this one. This is a great resort alternative for families or large groups with different budget levels. In our opinion the food selection was poor. It is an all inclusive resort but we were unable to eat at 2 of the restaurants because we didn't make a reservation before we arrived in Cancun. It's not possible to get a light lunch, like a sandwich from either of the buffets or sit down restaurant. Pasta or burgers every day. The beach is very nice but the rave-runner and parasail guys closed down more than half of it when the weather was nice so it got very crowded. Original room on the 3rd floor was not very nice at all. The refrigerator was not cold, we let the front desk know and nothing was done about it. The rooms next to the elevators are very loud, impossible to sleep and they are very cramped! We ended up paying $300 for an ungraded room just so we could have a cold refrigerator and get away from the noise to get some sleep. A discount on that upgrade would have been nice but the 6th floor room was worth it. My wife and I agreed that we wouldn't go back there on our own but it was a good location for a wedding with 55 gusts, which was the main reason we were there. read more

We stayed here for a week and it was just wonderful the staff was super friendly and the environment was inviting. They have 5 restaurants you can eat at and which its all free and all you can drink. One bartender in particular Julian was amazing , he was very nice and made you feel really welcomed every time you were at the bar. If I ever come back to cancun I would be back here for sure read more

All-inclusive is fantastic. The front desk was extremely helpful when our reservations didn't come through. There is great service from the multiple bars and restaurants. The weight room is solid with pretty new and good ellipticals, treadmills and bikes as well as a lot of weight machines, dumbbells and free weights (barbells too). read more

We stayed in this hotel for around 10 days and absolutely loved it. This hotel is good for family with kids. There will be a lots of kids around and lots of activity for kids. This place is always busy compared to other hotels around. We got ocean view room and it was awesome. There is even a hammock in the balcony outside the room. They have a nice private beach where you can even go parasailing or jet skiing. Service is pretty good. Food is good. Buffet has ample selections and is if good quality. It has two in house restaurants in the property (Mexican and Italian). Both of them are included in the price but you have to make reservations to get seated. They have nightly performances in the ground floor level.Only think I didn't like about this hotel is the lobby area which is not very well air conditioned because it is open from the two sides. In the summer time when it was very hot and humid, it was very hard to spend much time there. read more

This Hotel is awesome! Love the all inclusive, staff are extremely nice and helpful- always smiling which I love to see, always willing to help you out and have a great sense of humour. Never get bored because they have shows, activities and heaps of things to see/do during the day and night! read more

We planned our trip one year in advance no one told us there was so much construction going on we had to move from our room four times because of the loud noise construction is unorganize . The rooms were beautiful the service was excellent the hotel staff was very nice and the restaurants were very accommodating. I will return to Cancun but I will never stay at this resort again read more

I want to start by saying that this is my second stay at this resort. I had such an amazing time during my first visit that I wanted to bring my husband back for our honeymoon (where I was quickly reminded that awesome travel experiences are difficult to duplicate.) We booked the gran junior suite beach front walkout. When we arrived, we were told it was beach front room but that it was "standard." We got to the room, and it was NOTHING like what was pictured. They upgraded us to an ocean view master suite, which was nice but more of a loft style room. We arrived on Sunday 6/25/17 and switched rooms that Wednesday to the room we originally booked. My engagement ring, wedding band, and cash were stolen out of our safe (I know, stupid me for bringing my rings to another country.) The staff seemed helpful at first...they searched our room, ran diagnostics on the door and the safe. They told us to go to the police station to file a report and we did. When we got back they still didn't have the diagnostics back (which made no sense to me) and we just kept getting the run around with staff. We were gone from our room for 1 hour and there was a security guard standing outside of our room basically the whole day, except when we got back he was gone and so were my rings and cash. Hotel management member, Mario, told us that the security guard was for the beach not the rooms and that the hotel wasn't responsible (which we know.) we were just asking them to talk to the mystery security guard, but Mario told us they wouldn't do it. He refused to give us a copy of the diagnostics report, and again continued to give us the run around as the staff had the entire day. I'm very disappointed in the customer service provided to us during our stay. Aside from that, we have had GREAT experience from Ever (our pool waiter) and Fili in the Italian restaurant. Overall, I do not recommend staying here. Additionally, I want to say that aside from being given the run around from the staff we weren't contacted by management until we put a review on Trip Advisor---and it was to ask us to remove our review. Not to apologize, not to offer compensation, to ask us to remove a review. To say I am disappointed is an understatement. When you spend $4K on your honeymoon, and then spend additional money on your replacement engagement and wedding bands. For the management to say there was no evidence of the staff taking the bands is absurd as again they were in our LOCKED room in our safe. So regardless if our safe was left unlocked (as they claim) how does one enter our LOCKED room? Something very fishy is going on at this resort and I can only hope that others will take this warning seriously and spend your money elsewhere. read more

First time in Cancun, MX and I loved this place. I can't wait to go back to this same resort. The food was delicious, the people were so nice, and my room was amazing. One of my days there I got a massage from the best masseuse ever. I can't wait to go back in the future with my kids. read more

I Got Kicked Out Like A Dog From Gran Caribe Real I am a 51 year old man, resident from New England that had big hopes and saved for this dream vacation. We were a group of 5 couples. The night of Friday, April 21st, after a long day I sat at the lobby at 11:45pm. I saw a little fish massage tub and dipped my feet in for 10 seconds. I quickly got approached by security and I apologized for the incident. The night manager (his name I think is Enrique) and 4 security guards surrounded me. I felt threatened and scared and kept apologizing. The manager told me that I had to take my gold, all-inclusive bracelet off and leave the premises. I felt harassed and my friends arrived and they pleaded for him not to kick me out. At the very end, the man kept arguing with my friend. I went upstairs and I felt horribly ashamed. I didn't commit a crime and yet they made me feel like a criminal. I grabbed my things and left. I slept that night in the streets. I was lucky not to have been robbed of my wallet and passport. I ended up looking for a new place to stay and was lucky to find a great spot at Barcelo where I was treated like a King, but of course it wasn't cheap. Gran Caribe Real charged us for my full stay and never apologized for the excessive force used that night by the guards and manager. They could've given out a warning after I apologized and cooperated instead of wanting to kick me out. Days after my friends tried to talk to a manager Luis Guerra and Napoles but they ignored the situation. I really feel that they discriminated me for being a Latino which is ironic since it is Mexico. But I am not a Brad Pitt or Clark Kent look alike, so I feel they looked down on me. Tourists beware. It was a dream vacation gone horribly wrong. P.S. I have been a restaurant manager for 30 years and would treat my guests this way. read more

I loved this place. At it is within a short walk to a small shopping mall. A bus or taxi ride to top named shops like Prada. The beach is lovely and the staff is excellent. I absolutely loved our room and location of it. The Spa was a let down but we had a couples massage that was great and reasonable. I know it's all inclusive but I still like to tip. I think it's important not to take good service for granted. I want to say a public Thank You to Fernando for being so helpful in setting up a cabana and dinner reservations. He is absolutely great and even stopping by several times to make sure everything was ok. He really cares about your experiences at the Gran Caribe. Breakfast and lunch at the buffet by the pool was nice. I also want to thank an awesome server named Max at the buffet, and Flippi in the VIP room, he made us feel like we were old friends. Thanks to everyone who made this an awesome vacation. read more

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I had a nice time, we stayed for 7 days the beach was beautiful, everyone was very nice, the only thing wrong about my trip was on the last day my feet were covered with bites, I'm thinking they were bed bites in the drawers it was the only time I had to put socks on, and when I was on the plane I felt myself scratching my feet, I have 48 bites in one feet 26 on th on other feet. That scares me when we travel and hotels are not clean. read more

Over all we had a fun vacation. The resort it's self is so so, our room 2745 had really hard beds and the other room 2869 had no air conditioning. We asked the front desk about both. Memory foam was added to the beds in 2745 making it a touch better but still not as good as the beds in 2869. They sent someone up twice to fix the air conditioning in other room but both times the fix lasted about 20 minutes before not working again. Luckily we spent little time in the rooms and were out on excursions, therefore tired enough when we got back we would pass out. Drinks are really good in the hotel. Tito the bartender out by the big pool quickly became a favorite to the family. He was hilarious and gave great service with a smile. The pools and slides are a blast! All the staff was amazing everyone is kind and helpful. I highly recommend the spa as well! If the beds and rooms were a touch better it would have been 5 stars for sure. Also they have shows in the basement in the evening at 8:00pm those are great fun and you should try to get into a few. read more

My husband and I spent Christmas and New Years here and had a great time! It was the first time in Cancun as well as staying at an all inclusive property. The hotel was very clean. The rooms are nice enough and the bathroom was very spacious. What we really enjoyed was the customer service. Two of the wait staff that stood out to us was a waiter named Beto at Maria's restaurant as well as Humberto at the Albatross restaurant. They were both very engaging and attentive. Most of the staff seem really happy to be working at this hotel. The entertainment in the open lounge/lobby area was really fun. The hotel threw a great party for New Years Eve. They have a nice pool area specifically for children so it kinda keeps them away from the beach area. Which makes it nice for the adults that want to relax. We traveled to many of the ruins as well as went diving in Cozumel and the xinotes. The staff can help you plan anything you want to experience in Cancun. Dont miss Xel-ha or Playa del Carmen. I bought jewelry from the vendors that visited the hotel in the evening as well as the beautiful store that was located in the lobby. There was only one thing I was sort of annoyed with.... While relaxing in the lobby lounge a man came over and asked me and my husband our names. He came back 10 minutes later with little pictures that had our names on them and asked if we would like to buy them for 10 dollars.... We didn't really want them but felt obligated to buy them. He didn't even spell my husbands name correctly....it gave us a good laugh I guess. Ha We found a few people to be pushy outside of the hotel but I guess they are just trying to make money.... Can't blame them. The cleaning staff was great as well as the front desk staff. I would definitely stay here again just because of the customer service. And I will tell my clients and friends to consider this hotel in the future. Muchas Gracias Gran Caribe for a wonderful first experience in Cancun :) " I'll be back" read more