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Hotel overview
Location
Riviera Maya - BeachProperty information
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Hotel details
Hotel advisories
General policies & fine print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy:
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
Transfer Policy:
A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information:
Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating
10081 reviews
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Jan 09, 2025Nice facilities but negative experience. Would not recommend
I’ll start with the positives: -The beach was lovely and the chairs to sit out by the water were very nice and relaxing. Overall the facilities were nice. -If you have young children (we did not), there are lots of kid friendly activities and things to do to keep them entertained -The shower in the room was great! Pressure was fabulous and it was very hot. -lots of cool wildlife sightings around including iguanas, monkeys, and mongoose -The gym was spacious and had lots of equipment Now the negatives: -Perhaps the most frustrating was the food reservation system. We were a group of four and checked in on a Friday. We were not allowed to make any reservations before we arrived but when we arrived we were told there were no reservations available and that we could either go to the buffet or try to use the app to make one. We had dietary restrictions in the group, so the buffet was not preferable. Of course on the app it said no reservations available and for the ones that were, we couldn’t book for four people since we were two per room. We were advised that the reservations would open two days before on Sunday so my husband and I woke up early to stand in line at 7am (yes, 7am on vacation) only to be told there was a new rule and the reservations would only be for one day prior so we had essentially woken up for no reason. We had a reservation for the next day that we had booked through the app and when we arrived, the restaurant was closed and there was not much the concierge could do to help us. When we selected an all inclusive we did it so as not to have to think about food but we found ourselves continually frustrated around this and it significantly detracted from our experience. -The staff. In general they were not helpful and couldn’t be bothered. It was not a customer first kind of situation at all and they preferred to chat with their friends vs assist. The concierges were also barely willing to help. -The cleaning staff. We asked for extra pillows one night which they never brought. The next day there was a ludicrous amount of pillows in the room but they took off all the pillow cases. One appeared to be moldy and several were stained. The staff also kept putting a pillow that smelled on the bed. Also, they cleaned our room and took our dirty towels but never replaced them. -We had booked one Queen sized bed but our room came with two full sized beds so we were cramped onto one small bed. -there were new rules that made our experience worse nearly every day. On our second to last day, they decided we couldn’t get more than one towel per person for the pool. Overall I think if you like to drink or don’t care about eating buffet food or have young children, this is the place for you. However I found we were more frustrated by all the little things and the food scenario that it significantly impeded our trip. Additionally, had the staff been pleasant and willing to help, that might have made it better but they were not.
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Jan 08, 2025Best massage I’ve ever had!
I had the Emotions massage with an amazing massage therapist called Ruth. She really took her time and made me feel welcome, it was the best massage I’ve ever had and I would come back to this resort just to have Ruth as a massage therapist again. Thank you! 5*
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Jan 08, 2025
Sprawling, soulless facade
We were two families with children in December/January 2024 at the hotel. The hotel consists of three complexes and unfortunately feels like a sprawling, soulless facade. Although it is advertised as a 5-star hotel, there are actually four different categories: - Standard - Family Selection - Thrs - Palladium Travel Club Without additional bookings, you are effectively at the bottom of the hierarchy, which is noticeable in all areas of the hotel. This affects the beach section, exclusive areas in the hotel, and the reservation or access to the individual restaurants (see pictures). The complex and the rooms are well-maintained and clean. Unfortunately, the beds were not made several times, and the towels were not changed regularly. Beach towels were also hard to come by and required a lot of luck. The beach (see pictures) is mostly hard like concrete, except for a narrow strip by the sea. The only practical access to the sea is in front of one of the upgrade areas; otherwise, there are many stones (see pictures). Restaurant reservations are made via an app or from 7:00 AM at the concierge. In practice, however, the app is more of a last-minute booking platform. Without any upgrade you have to try to make a reservation via the app every day before 7:00 AM or stand in line at the concierge from 6:30 AM. In this context, we would like to particularly mention the concierge Omar. The indifference and arrogance shown to inquiring customers are particularly noteworthy. At the self-service restaurants, there are long lines daily for breakfast, lunch, and dinner. The food in the self-service restaurants is mostly tasteless, with few exceptions. The food in the restaurants was good, provided they were open and you got a seat. Some restaurants require separate payment. The service is understaffed and poorly organized in all areas. Getting a coffee or water for breakfast requires a lot of patience. What particularly bothered us was the exaggerated concept of the different categories. Although we booked a 5-star all-inclusive package, in our experience, this was only truly available through corresponding upgrades. We therefore cannot recommend the hotel and will not return.
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Jan 06, 2025
Excellent Christmas family stay
My family of five (three boys aged 8, 10, and 12) had a fantastic 2 weeks day at the grand Palladium Kantenah. We mainly ate at la hacienda buffet. All the food was lovely every night. Freshly cooked and plenty of variety. We also had breakfast there most days which was a highlight for the children with fresh pancakes and waffles each morning and lots of cereals cooked breakfasts, sweetbreads and even smoothie stations. We did a couple of a la carte restaurants which were nice. However, we did find it slightly difficult to make reservations in advance as we were in two rooms so couldn't use the app, although appreciate we did visit across a very busy time. The swimming pools were amazing and we got to enjoy the new White sands pool from Christmas Day onwards which is not as deep as the main one and was very calm and relaxing. Even though the hotel was obviously very busy, we never felt crowded and the size of the resort means you feel like you have a lot of space. The gym and the sports facilities were fantastic as well. I would definitely return and hope to next year.
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Jan 04, 2025Fabulous hotel but it does have it's drawbacks
This is our second time to the complex , last year stayed at white sands . The complex is stunning , the staff really happy and helpful , the food is excellent in the ala carte restaurant and ok in the buffet .And you won't be disappointed if you book but now the drawbacks . They don't have an entertainments manager and the entertainment is mainly dire .. It's on a 7 day cycle so if there for two weeks it's the same the second week . Last year I said the management replied to my TripAdvisor suggesting a change but it's still the same . Do they really need a guy on a horse swinging a lasso or a bingo night to one full house taking from 9.00 to 11.00. most give up after paying the ,$10 card , jersey boys awful but the dancing and rock night good ..White party for the young .. Never expect to get a fried egg at breakfast , one station cooking omelette and eggs , Normal wait 5 mins , bacon ends up cold ..Why cook so much meat and fish on the hot plate so that it all goes dry and cold .. The rooms don't have a walk in shower so you have to step up over 2 Feet to get into the shower . Rooms perfect apart from that and fridge replenished every day . The music around the pool is monotonous and dire , I heard all I want for Xmas is you and Noel Noel on excess of 60 times . If you want background music get a longer tape . The beer is awful , wine and cocktails good . Loads of wildlife but NO feeding station for the loads of colorful birds . plenty of food for the fish ..And finally DONT pay the environmental fee on arrival in cash without a receipt as I did and was asked to pay again on departure . Easy to see what happened to.my cash . The drawbacks can easily be fixed and I will return to see positive change with the reviews ..