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Reviewed 9 March 2021 via mobile

Went to Grand Myan because our resort isn’t built yet. First thing we tried to turn in was the heat. After it didn’t work we called down to have someone fix it and they told us the entire resort had no heat. The room was at 18 celcius all night long every night. 64 Fahrenheit we were told to sleep in our clothes even though my wife was pregnant. Later I asked for an exstentions cord to plug my computer in at the desk because they only have 1 receptacle in the bathroom. They said no stand at the sink to use the computer. Every time you flush the toilet you had to jiggle the handle to get it to stop. The shower drain cover has no screws and cockroaches came out at night. The room smelled like black mold and the mirrors were covered with it. None of the restaurants were open just snack bars. Coffee pot didn’t work. Tv didn’t work. The front desk only answer was no. The carts that are supposed to bring you in and around the park were non existent and the employees in charge of the lines were totally unable to keep order you had to fight with them to get on at your turn. Very racist. Also had several cockroaches in the pool along with tons of dead bugs. The most horrible management and incompetent employees I’ve ever been associated with. Do not stay here. For sure do not buy hear. The marketing team tried to get us to buy more and when we told them no they brought in the most racist person I’ve ever met Leo... bragging about his Burkin Bag. Belittling everyone else and when we refused to sign he threw the papers at us. He was in upper management he said so they won’t fire him. Karma is coming for him and Vidanta.

Date of stay: March 2021
Trip type: Travelled as a couple
2  Thank scrappydad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Grupo Vidanta, General Manager at The Grand Mayan at Vidanta Nuevo Vallarta, responded to this reviewResponded 15 March 2021

Dear scrappydad :

Please accept our sincere apologies for your disappointing experience with us.

Feel free to contact us at customerservice@thegrandbliss.com or 1-800-292-9446 we’ll be able to assist you and following up with your case.

Sincerely,

The Customer Support Team.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 March 2021

I want to preface this review by saying the hospitality staff is amazing and our time at the pool, on the beach, in the restaurants, and in the spa was absolutely fantastic.

However, this property made my fiancee and I realize that we are not resort people. The ways we described it to each other during our vacation: beautiful prison, hostage situation, abusive relationship. It's so far away from the city and almost impossible to get out of the resort anyway.

Our room was nice but definitely wasn't the ocean view room they promised and they were unwilling to move us.

We agreed to the sales presentation because they promised us it was only 60 minutes (this was written EVERYWHERE that it was ONLY 60 minutes) and because we would get a discount card for the golf courses and spa. We had actually gotten engaged the night before, so we were super excited but the second we arrived at the sales presentation, I was so uncomfortable. We were introduced to two sales guys who escorted us to breakfast. Then sat with us at breakfast. Now, these guys were very friendly but umm why were they sitting with us at breakfast? We were so uncomfortable that we didn't end up eating anything but still ended up sitting at the table for almost an hour getting grilled with weird questions about our life. After that, we were given a nice tour of the property but as we reached hour two, I was losing interest and actually starting to have some anxiety because it felt like we weren't allowed to leave. My fiancee mentioned multiple times that we were promised it would be 60 minutes and this was now much longer than 60 minutes. The sales guy told us the 60 minutes starts when we get to his office. By the time we sat down in his office, I was starting to have a full panic attack. I literally was breaking out in hives and one of the sales guys went to get me Benadryl to make sure we didn't leave. The deal that he laid out for us honestly didn't really make sense and we were absolutely not interested after this awkward day, so we told them we weren't going to buy and we'd like to leave. So they brought in the closer, who proceeded to berate us for wasting their time. I absolutely lost it at this point, which is completely against my character, and yelled at the "closer" and told them all I needed to leave right then. One of the sales guys tried to have me fill out a feedback form about it but I was shaking I was so angry. We ended up just walking out and had to ask someone else how to get to the exit because, again, it's a maze in there. Somehow they still activated our discount card, which is surprising because we heard from some other people that their discount was taken away when they didn't buy a timeshare. We kind of thought they would call or send a note to apologize but we never heard anything else.

Anyways, if you're the type of person who wants everything all in one place and don't want to explore town at all, this is the place for you (the food is actually pretty good). But I wouldn't recommend the sales presentation to my worst enemy.

Date of stay: March 2021
    • Value
    • Sleep Quality
    • Service
Thank Lauren H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Grupo Vidanta, General Manager at The Grand Mayan at Vidanta Nuevo Vallarta, responded to this reviewResponded 15 March 2021

Dear Lauren H :


We are grateful for your taking the time to write a review about your experience at The Grand Mayan. Thank you as well for your kind words about some our staff, as we consider them one of our biggest assets.

As one of the most successful companies in the Mexican tourism field, we clearly communicate the terms and conditions associated with accepting an invitation to our sales presentation and everyone - at free will, attends.

We do appreciate any feedback being provided to us and rest assured we will share it with the corresponding area as we strive to make each and every one of our guests feel cared for, appreciated and respected whether they decide to acquire our products or not.

Sincerely,


The Grand Mayan Nuevo Vallarta Management.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 March 2021

If there is a good side to Covid it is that there certainly are no crowds here as seems to be about 25% capacity. That said, the downside is that not all restaurants are open (really miss Tramonto) and still many employees not working. Overall "service" from the Customer Service Dept is iffy at best. To reserve two rooms, one for 10 days for us and one for 8 days for our son required FOUR reservations and MUCH confusion at the front desk. Emailed Customer Service after our reservations had been made to ask a question and received a reply that our email address was not on file (not sure how then we've been getting emails from them) and therefore they could not respond. Emailed AND called to ask for a copy of our contract and never received it. Attended our "owner update" meeting and as usual, hard to get a straight answer as to exactly what an "upgrade" would include. We really had an interest in maybe adding a week but their agenda was to push what they wanted to sell. Most unfortunate as they didn't sell anything and we didn't buy anything. Could not even get a copy of our current contract at this face to face meeting and what they did show us on paper we were unable to get a copy of though did scan it with a phone. Sales practices continue to be like the wild west in that nothing is standardized and therefore leads to terrible 'satisfaction ratings'. We were told that if we didn't upgrade that we would likely lose our ability to get 'good weeks'. We couldn't even take the room floor plan brochure they laid out in front of us telling us it was available online (can't find it though). We did though get a ride in the new gondola to get a birds-eye view of the new and proposed construction. One of our concerns is that it seems they want this to be Mexico's version of Disney and thus eventually will bring in hoards of people which is sure to be a detriment to the beachfront facilities already in place. One of the Vidanta employees did say that unfortunately the poor satisfaction rating from the sales staff negatively impacts the outstanding rating this place could/would get if not for the sales issues. Aside from all this, the staff is as friendly as every and one still can't easily walk off the property without going through the Sea Garden. In addition to Eddies, there is a new Italian and Lebanese restaurant at the marina, IL Padrino Di Vallarta which we had an outstanding meal at.

Date of stay: March 2021
    • Value
    • Rooms
    • Service
2  Thank 54,401
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 March 2021

The Grand Mayan is a part of the Vidanta resorts. The grounds are beautiful and plush with green vegetation. There are miles of beautiful walk ways. Getting around the massive resort can be challenging at best. They could really improve on transportation within the resort. Our room was a junior suite with a kitchen, dining room and living area. Our bedroom was large and had a large tub in the bedroom. The shower is large with three sinks. Our balcony is large with 2 lounge chairs. Our room was a ocean view overlooking the lazy river and massive swimming pools.
The entire staff was great and friendly. Room service was very good and timely.
Our room was cleaned at least twice daily. The multi restaurants were all good and offered multiple different menus. You really don’t need to leave the resort, there is a small grocery store with a limited variety of groceries to choose from. The resort is a moderate distance from downtown PV, and taxi service is not cheap. Overall our stay was good. The downside of Vidanta is the timeshare portion. They waste a full day of your time trying to convince you , you should buy there overpriced properties. The presentation leaves a bad taste in you mouth. The high powered presentation is the worst I’ve seen. Otherwise this resort gets high marks. Most service offered are overpriced, so take extra money with you.

Room tip: Ocean view
Date of stay: February 2021
    • Location
    • Cleanliness
    • Service
1  Thank 818latanyaf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 1 March 2021 via mobile

A big thank you to Louis, Adrian, Palo, Raquel, Martha, Samantha, Jorge, Ilisa and entire Vidanta team.

You have truly set a mark in customer service and resort presentation. From beautifully manicured garden settings throughout. The pride taken in keeping all areas clean and observing COVID protocols and best health practices.

The quality of service and excellence in restaurant options are outstanding. There are a variety locations for all throughout the resort. Not to forget to mention the great foods and entertainment.

The sunrises and sunsets views will provide life time memories while looking out over the Pacific Ocean.

We had the chance to see whales breaching in the bay we checked in and on the evening before we checked out.

Vidanta Resorts are building, adding new venues and updating the properties all the time. Which make for always new adventures.

The pressure in upgrading your property and new sale opinion can be overwhelming, when you just want to vacation.

Next time you vacation, think about treating yourself to a step above!

Harvey F.

Date of stay: February 2021
Trip type: Travelled with family
Thank harveyf133
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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