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Reviewed 16 August 2017 via mobile

My boyfriend and I stayed at the Grand Palladium from 2nd June - 16 June 2017. It was our first time to Mexico, and we have both agreed that this holiday has been the best that we've been on together, literally could not fault the hotel AT ALL.

First impressions were excellent, checked in nice and smoothly and offered a hot flannel upon arrival: the gentleman on reception could probably see that we weren't prepared for the humidity, and after a 10 hour flight we weren't feeling the freshest! It was a nice touch :)

The food was to die for, the buffets were great with a huge fresh choice for breakfast and lunch. We only went to the buffet twice out of the two weeks for dinner, and that's only because we wanted to try all the a la carte restaurants! Think there's 10 or something like that! Our favourites were the Mexican, the Steakhouse and the Thai. Delicious.

The pool/beach/grounds were gorgeous, everything was spotlessly clean and you can see how hard the employees work to make that way.

Our room was pretty big, two double beds (which we didn't need but came in handy!), dressing table, big wardrobe, shower/bath. Always spotlessly clean, I think our cleaner was Angel/Angeles (sorry I can't quite remember!) and she always did a wonderful job - thank you for the towel art!

The hotel grounds are so big there's always something to do in terms of entertainment, once one show finishes you can go to another lobby and watch another, or just sit at a lobby bar and listen to live music which played most evenings. We especially enjoyed the white party on the beach and the 80's themed disco!

The whole entertainment team are absolutely fantastic, a lovely group of girls and boys but we'd like to give a special mention to Axel - from the day we got there he always made an effort to sit and talk to us, find out our names and encourage us to get involved with the games. It would always make me laugh hearing Axel shout "Charlie boy!!" across the pool when he'd see us! On one of or last nights we learned that Axel had only started at the Grand Palladium a day before we arrived, so we were even more impressed with how great he came across and the effort he made. Thank you Axel!!

Quality of alcoholic drinks were brilliant, nothing tasted watered down at all. Great service by the waiters/waitresses around the pool and bar areas, we always tipped a few of dollars every couple of drinks as they would take the order then bring the drinks over to us.

Overall, we had an amazing 2 weeks holiday and we were so sad to leave. We have recommended this hotel to everyone we've spoken to, and will definitely be visiting again in the future!

Charlie & Jodie

Date of stay: June 2017
Trip type: Travelled as a couple
8  Thank Jod-B1993
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro M, Gerente at Grand Palladium Colonial Resort & Spa, responded to this reviewResponded 17 August 2017

Dear Jod-B1993,

It is wonderful to read that you were satisfied with many aspects of your stay, from the comfort of our rooms, also excellent food and beverages quality and variety we offer, especialy about the restaurants Mexican, Steakhouse and the Thai, and the last but not least the wonderful services and attentions received from our valuable staff, altogether resulting in a really amazing holidays.

thank you for your recomendation to others, we hope see you again very soon.

Warmest regards,

Paula Montoto
Customer Service Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 August 2017

Traveled as a family with a few of our teen children. Went the last two summers and will be back in a few weeks. It is not our habit to go to the same hotel twice in this area as we like the variety, but we found that there were enough positives here to make repeat visits. Overall it is a great place with a lot to offer, the only concern for us was the food. I did see some positive changes from my first to second visit so hopefully things will continue to improve. When I went two years ago the food was extremely repetitive, main buffet had the same two soups for lunch each day the entire week that we were there. There was a little more variety last year. It is the same with the meats and vegetables. The food isn't bad and there are a lot of options, but some small changes could help a lot. I would like to see a few creative pasta dishes placed out so you could have smaller portions and some variety, rather than waiting in line for a big portion at the pasta station. Same with the meats and vegetables. I was sadly excited when there was cauliflower at a small buffet one day as it had been the same plain steamed broccoli and carrots everyday at all the buffets. La Laguna seems to be the best quality and most creative even though it is smaller.

The food was generally good quality and everyone in the kitchen area seemed to be working very hard. At times they were stretched too thin though and it impacted the food quality as one cook may have been managing several dishes while attending to guests. They could probably cut back a bit on the amount of offerings and improve the quality overall. If the hard boiled eggs have discolored egg yolks every day then you're repeating the same mistake on a simple item over and over.

Positive areas for food included a salad bar with good variety, great ice cream, lovely gazpacho, freshness of fruits and vegetables, with nice juice options in the morning.The staff seemed concerned about families who had dietary concerns. There were smaller buffets with outdoor seating for lunch that you could visit without having to change out of your swimsuit for the larger indoor buffets if you wanted to lounge by the pool. Also, one of the things that was very positive was that the cooks seemed very serious about overseeing things and trying to be of assistance. When my daughter politely asked for gravy for some mashed potatoes at the small buffet, after making it through the language barrier it was determined that there was no gravy available by the staff. The chef was watching, questioned the staff told my daughter to wait and went into the kitchen had someone make a small bowl of gravy to put out by the potatoes for her. even though they were all clearly very busy, and my daughter had made it clear that she didn't want to inconvenience anyone. There were a lot of nice gestures like that by staff both times that we stayed which have contributed to us coming back.

We prefer the a la carte restaurants to the buffets for dinner. The Japanese is probably our favorite. The manager here seems particularly efficient and involved. I don't feel like waiting in line on my vacations, so we didn't reserve a teppanyaki table, which is one of the only two options requiring reservations (along with Punto Emilia on the beach). When a family didn't show up one night for their reservation and he saw that I had returned to the restaurant with two of my kids from earlier that week the manager asked if we would like to use the table. It was very nice considering there were only three of us, and my kids really enjoyed it. Check the schedule when you arrive so you are not disappointed if you head out to dinner with kids as some restaurants are adults only certain nights. We prefer no reservation systems but at times you may have to wait for a table after 7:00. Air conditioning in all restaurants was good. We have been to other resorts where it is always too warm and uncomfortable when eating. A real plus for my son is that the dress code allows for guys to wear dress shorts instead of pants to the diner table service restaurants unlike most resorts in the area.

There were a few grumpy or indifferent people, but the staff was generally very accommodating. We do tip often as the staff work hard in uncomfortable temperatures, but we did not find it to be expected. The rooms are okay, nothing elaborate, but comfortable, and this is the first resort that we have found without the damp jungle smell, despite all of the vegetation and we haven't needed to use damp rid. Bring a power strip as the rooms are woefully short of outlets if you need to charge anything. You can get an extension cord from the from desk with a deposit if you need one. Rooms were always cleaned appropriately. Cute towel animals most days. Rooms had safes. Room service is available but never had a need to use it.

We enjoy the sheer size of the resort but if you are not comfortable with a lot of walking this might not be the place for you. They do have transportation around the resort but it didn't seem consistent. You can get pastries by the bars before breakfast opens, and the bar by the beach has juice and I believe coffee early in the morning. There are many covered walkways to shield you from the sun which is a big plus. If you are here during rainy season, pack a few travel ponchos in your bag, you'll be happy if you get caught in a brief downpour. And bring mosquito repellent. The shops are expensive at the resort and choices are limited so bring what you think you might need or make a stop at a larger store on the way to the resort for considerably less expensive snacks, sunscreen, personal products, or baby supplies.

The pools were all nice, and there was ample drink service near the pools if the pool bar was very busy. Like many resorts here the drinks were often watered down to prevent guests from overindulging in the heat. If you ask politely you can usually get a drink done the way you like it and pool attendants will figure out what you like and look out for you if you are pleasant to them.

The 2 large pools are very deep with the Colonial deeper than the White Sands. Be prepared to be on your tiptoes if you are a shorter woman. There is a lovely saltwater pool near the beach but reportedly is currently closed for renovation and will be only available for the adult only guests when it reopens which is disappointing. There are several smaller adult pools tucked away for peace and quiet as well. The White Sands pool usually has loungers available at any time of day, but the Colonial gets busy early. The buffet outside by the Colonial pool has a lot of wildlife. If you are not a nature lover this might be an unsettling place to eat. As tempting as it is because the coatamundi are beggars and very cute, please don't feed them. Both pools have an area where you can get ice cream novelties and they will bring a cart around occasionally. There are many activities by the pool and a schedule posted.

The beach is lovely. It is narrow but very long with enough loungers and some hammocks, and shade from the trees. Some parts are rocky, but that is due to the reef and as a result there are several great areas to snorkel without having to leave the resort. There are also sandy spots designated for swimming. Water shoes are helpful, but not essential if you keep to the smaller soft sand areas. At times there is seaweed but that is becoming par for the course at times in the Mayan Riviera. The resort does its best to keep the beach clean. You can rent or borrow equipment for snorkeling or water sports.

There is a soccer field in the sports area where kids and adults gather in the late afternoon for a game which was a big hit with my kids. This is a nice resort if you are active with a good gym and other sporting activities. There is a sports bar for snacks and watching games and cooling off but with one pool table with a broken cue. Please add an area with another pool table and fooseball! We didn't attend any of the shows as they were later at night and we turn in early.

Be prepared to not have a room before 3-4 in most large resorts in Riviera Maya. You can get your wristband (I hate them) and towel card ( hate them more) when you arrive. If you really need to wash up, ask at the front desk and they will let you know where you can shower or change into swimsuits. We travel with a carry on with everyone's swimsuits, and keep sunscreen in an outside pocket of the suitcase so we can eat and go relax on loungers when we get there without being grumpy waiting for our rooms.

If you want to do an excursion consider using the collectivo system. These are local vans that go up an down the main road in front of the hotel. It is inexpensive and easy to visit Akumal or Playa del Carmen, and the front desk will let you know how to get to the stop outside the hotel.

Date of stay: August 2017
  • Trip type: Travelled with family
    • Rooms
    • Cleanliness
    • Service
6  Thank NJMom751
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro M, Gerente at Grand Palladium Colonial Resort & Spa, responded to this reviewResponded 17 August 2017

Dear NJMom751,

I would like to thank you for your nice comments about your stay, we really appreciate the feedback and particularly as frequent travelers that experience our hotel and services and enjoy it, as that is our aim, not only to make our guests return but to make them feel more comfortable each time and to notice the improvements in our services.

All comments, bad and good, are very important to us for constantly improving the quality of our service, for sure your review will be a wonderful help for future guest, and of course, we are waiting for you, to see again ours continuos improvements.

Best regards,

Paula Montoto
Customer Service Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 August 2017

Just come back from Mexico and our 2 week holiday in this excellent hotel. Accommodation, food choices and staff were all exceptional. Best part by far was how well the POP (people of palladium) staff looked after everyone, especially Roberto (or Robbie as he was christened). Would recommend to families with children.

Date of stay: July 2017
  • Trip type: Travelled with family
    • Value
    • Cleanliness
    • Service
3  Thank Jamie C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro M, Gerente at Grand Palladium Colonial Resort & Spa, responded to this reviewResponded 17 August 2017

Dear Jaime,

We appreciate the time you have spent sharing your experience at our Grand Palladium Hotel and thank you for your kind recommendation to other families.

Rest assured that your compliments have been gladly shared with the team and we do look forward to welcoming you soon again at our resort.

Warmest regards,

Paula Montoto
Customer Service Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 August 2017

We just got back from our stay at the Grand Palladium Colonial resort and spa and we have nothing bad to say. My family and I had two rooms which was perfect for the four of us because with three girls and one guy there wasn't any fighting over one bathroom. Although it is typical to get sick of the food on an all inclusive trip my family and I enjoyed the variety and quality of food at the buffets and were impressed by the food in the al la carte restaurants as well.

The only downer of the entire trip was a tropical storm that blew through for two days causing everyone to be holed up in their room or in the resort lobby. However, despite this downer the staff at the Grand Palladium were outstanding in making our time there feel special and always made sure we were having fun. Specifically, we had the wonderful opportunity to get to know Gabriel and Axel, two of the entertainment staff or "People of Palladum" group. They both went well out of there way to get to know my family and the rest of the extended family we were traveling with (22 of us!) They would visit with us at the pool, sometimes during mealtimes, and always in the evenings after dinner when events were going on. Whether it was salsa lessons, volleyball, bartending class, or participating in the dance parties they had every evening, Gabriel and Axel always made sure we knew what was going on event-wise and would personally invite us to all the events. They made our stay feel very personal and the Grand Palladium felt like home for the time we were there.

Date of stay: August 2017
  • Trip type: Travelled with family
    • Location
    • Rooms
    • Service
2  Thank Lindsey B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro M, Gerente at Grand Palladium Colonial Resort & Spa, responded to this reviewResponded 16 August 2017

Dear Lindsey ,

Thank you for your lovely comments.

It is always a great source of motivation for our staff to hear that our customers appreciate their services and attention to detail. Thanks for named Gabriel and Axel, we will give them an individual recognition, so that they know the positive impact they made on your family holidays, as we know that this will mean a lot to all of them.

It is our hope to see you and your family again.

Warmest regards,

Paula Montoto
Customer Service Manager

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Reviewed 14 August 2017

We had a great time at this resort....we went with our family of 5 and 2 other families. The resort was very clean and staff was friendly. We want to give a shout out to Axel on the entertainment staff....he helped our kids feel welcome and they had a really great time with him. They already miss him! Thanks to all for making our vacation special.

Room tip: we had no issues with noise, try to pick villa near lobby...we were in #2.
Date of stay: August 2017
  • Trip type: Travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank L3621AQelizabethg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro M, Gerente at Grand Palladium Colonial Resort & Spa, responded to this reviewResponded 16 August 2017

Dear L3621AQelizabethg,

Thank you for sharing your experience at the Gran Palladium, we let Alex know about your thankful to him, for sure, he miss your family as well.

We look forward to seeing you and your family again very soon. 

Best regards,

Paula Montoto
Customer Service Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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