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Reviewed 3 December 2017

We are an independent couple in our late 50’s and stayed at the Sirenis 16 - 30 November 2017.

We are well travelled, very particular about where we book and always look for quality and value for money. We do try to give honest and fair reviews of the places that we visit. We hope readers and hotel management find our comments helpful.

Following a long flight from Birmingham UK it took two hours to get out of Cancun airport and then a further hour and 40 mins transfer to the Sirenis itself. Factor this in when considering whether or not this holiday/ location is for you. TUI customers will be pleased to know that their transfer buses are modern and have a WC on board!

Mexico is an exciting destination and the Sirenis is really well located to visit Akumal (10 mins), Tulum (20 mins), Coba (one hour) and Chichen Itza (2.5 hours) by car or tour. Excellent safe snorkelling is available off the left hand Sirenis beach (turtles/ stingray) and there is wildlife galore throughout the hotel both day and night. The environment and immaculate gardens really do make this hotel a very special and relaxing location. If you are prone however to insect bites take antihistamine and strong insect repellent. Forewarned is forearmed - also be careful where you sit and walk (or indeed lie around the beautiful quiet pool!)

Before going we were concerned about the real variation in reviews and went with some mixed expectations. We can safely say however that we had a fantastic holiday with excellent weather, very good, spacious accomodation, good food and attentive customer service.

Having stayed in several comparable European and Middle Eastern resorts and also TUI Sensatori resorts this hotel is of a comparable standard but a lower price point. In reality the Sirenis really is a good four star that needs to work on ensuring consistency in all that it does. This will be challenging for the management as the hotel is at present undertaking extensive major renovations.

During our holiday the main activity pool with swim up bar closed completely for re-tiling. (Other pools remained available) Some room blocks are also currently closed to enable their refurbishment. There are also major building works adjacent to the beach (new Members facilities). Given the above you will unfortunately at present hear the distant sound of buzz saws, drilling and hammering during any stay; be assured however that you can easily find quieter spots where you can filter these out and truly relax. If you like “party pools” or insist on peace and quiet or indeed you are a repeat visitor with clear expectations, then you may wish to check with your tour operator before booking or travelling. (Shame on Tui/ First Choice for NOT mentioning refurbishment works to their clients prior to their arrival - many will have certain expectations about activity pools given their marketing) For ourselves we can honestly say that this did not however adversely affect our holiday.

The staff are extremely hard working, friendly and attentive without the need for continual tipping. Tips are of course greatly appreciated and we we happy to tip the excellent service across the hotel.

Check in was quick and painless with transfer to room by buggy.

We booked a Superior Garden View room to benefit from upgraded fittings, wi-fi and safe. It turned out however that wi-fi is now free to all TUI guests as from 1 November (2 devices per room)! This said advance requests for a high floor and a quiet room were accommodated. The room was very spacious, cleaned to a very high standard and enjoyed a good sized balcony. Air con can be set locally and is very effective - especially when combined with the ceiling fan. An excellent shower with no leaks and lashings of hot water.

The Sirenis is a large site but is easily walkable for a fit person - we never felt the need to wait for a buggy once. Throughout our stay we did not notice priority being given regularly to Members (black band) as suggested in many other reviews nor were we pressed repeatedly on the matter of attending a timeshare presentation; we found our concierge (Ruby) most helpful in booking a la cartes and providing some helpful local knowledge.

The food in the Tulum Buffet was really varied and very enjoyable and also better than that offered in one of the a la cartes. Of those we sampled the Brazilian was the best by miles. Good atmosphere, well cooked and seasoned food with excellent service. The Mexican was very welcoming with guests left to spice up their own choices to suit their palette. The Steak house OK. The Italian lacked both atmosphere and food choices were limited. The Coffee Shop was excellent with a great range on offer including coffee liqueur. The Ice cream offer was very tasty.

All bars had quick service and sun lounger bar service on the beach itself was exemplary. Breakfast in the smaller more relaxed Steak House was a real pleasure with excellent food and very friendly and attentive staff.

Children’s activities seems to be really appreciated by the children and their families alike. The animation team were very professional indeed and worked hard on their MJ Tribute, Grease and other shows. Alcohol strength is a matter of personal taste and debate - just ask if you are not happy. The Sky Bar is a nice venue but is let down by some of the most uncomfortable seating I have ever encountered.

We thought the Lazy River was real fun but staff do need to enforce management rules e.g. no swimming of unaccompanied children along the course. We attended the free dolphin show but did not feel tempted to swim with them!

The hotel offers so many activities we never had the time to try these out! Any guest staying on the resort would undoubtedly find things to amuse and educate them. We did not use the Spa but heard good things about it.

Our visit coincided with Thanksgiving and therefore many Amercians (and Canadians) were also enjoying their break. Guests seem to come however from many countries and staff seem to cope very well. As with all nationalities there are of course good and bad in each however I would say it is a pity that not all guests are respectful of the hard working staff who serve them. Please treat others as you would like them to treat you.

In conclusion, despite the above negatives the Sirenis offers excellent value for money and many positives outweigh negatives. If you are traveling soon you can be assured you will have an enjoyable holiday. Take time out however to visit the local area and its history - check out Alltournative Tours who offer knowledgeable and well organised archaeological and adventure tours. Enjoy!

  • Stayed: November 2017, travelled as a couple
    • Location
    • Rooms
    • Service
9  Thank Trevor P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Grandrivieramaya, Assistant Manager at Grand Sirenis Riviera Maya Resort & Spa, responded to this reviewResponded 4 December 2017

Hola, Trevor P

We would like to thank you, on behalf of every employee at the Grand Sirenis Riviera Maya. Your comments were truly a pleasure to read and I appreciate that you took the time to share your experiences with the Trip advisor community.

We are happy to know that you had chance to enjoy some of our services and facilities and especially that you had a great vacation with us.

We hope to see you very soon at Grand Sirenis Riviera Maya.

Kind Regards
Marco Mendoza
Assistant Manager

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Reviewed 2 December 2017 via mobile

Had a fantastic 10 days...
Amazing Hotel and staff were lovely .
They work so hard , we thought the food , beaches , accomadation were the best we'd seen . The icing on the cake was winning another holiday.
Don't think about going there , just go..
You'll love it ...

Stayed: November 2017, travelled as a couple
2  Thank MIChael1900
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Grandrivieramaya, Assistant Manager at Grand Sirenis Riviera Maya Resort & Spa, responded to this reviewResponded 4 December 2017

Hola, MIChael1900

We cannot thank you enough for adding another great review to our list. We appreciate you took the time to share your experience with the trip Advisor community and we are glad to know that we exceeded most of your expectations during your recent stay at Grand Sirenis Riviera Maya.

We are much honored to know that you enjoyed the Grand Sirenis Riviera Maya experience, our facilities, grounds, staff, restaurants and especially the service provided to you.

Again, thank you very much, and it will be a truly honored to host you again.

Kind Regards
Marco Mendoza
Assistant Manager

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Reviewed 2 December 2017

We have traveled quite a bit in different hotels in Mexico and this definitely is not a 5 star. There are some great things about it, but nothing above average. The rooms were great, we had a junior suite so it had ample space. Kept very clean, which is always a major bonus. However, I would recommend asking for an upper floor as the trolly comes by quite often and it's definitely not sound proof walls. Staff were very friendly - can't say we came across anyone who was rude.

Food however was below par. There are "two" buffets, however they're attached and so really it's one. Not much variety, very much on the deep fried side of things. Some things were cold, or over picked even if you go closer to opening time. The a-la-cartes were alright, I fully recommend the Japanese one, it was the only one we liked and the entertainment was great. Mediterranean was also good, however the descriptions are not correct (I ordered something that said it had garlic aioli and it came covered in paprika - so depends how broad your taste spectrum is). Italian was awful - we all ordered the same thing and it was cold and coagulated (made a couple of us not feel the greatest later on). The buffet by the beach is basic for snacks, however when it got busy closer to the weekend there was very limited food, they ran out of pretty much everything except the meat they were bbq-ing. Kind of disappointing.

The pools are decent, pool bar is always busy as in any other resort, just depends on what you like. The lazy river could use some assistance. There are about 20 tubes for the full route. Meaning once you wait quite a while for enough tubes for your group, you go once around and there's a large group waiting there for your tubes. Just another corner cut (it's not that expensive to buy a few more tubes).

Beach is great, very unique, we loved the rocks and all the wildlife along with the ruins. However, we struggled finding a seat and this is off season. Many of the seats are not "ocean-view" but are still on the beach so can't complain too much.

Basically - definitely not a 5 star, pretty basic resort. If you can get a really good deal then go for it. Lots of corners cut, and with all the construction going on you would expect more.

Room Tip: avoid the main floor - noisy
  • Stayed: November 2017, travelled as a couple
    • Value
    • Rooms
    • Service
2  Thank Christine S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Grandrivieramaya, Assistant Manager at Grand Sirenis Riviera Maya Resort & Spa, responded to this reviewResponded 4 December 2017

Hola, Christine S

Thank you for your feedback regarding your recent stay at The Grand Sirenis Riviera Maya.

On behalf of the Sirenis resort, kindly accept our sincere apologies for not being able to provide you the high standard of hospitality which is the general norm of our hotel. You did not get a good taking care at the first moment when you arrived at our hotel and we feel very sorry about it.

We have also taken in consideration the noise that cause the golf cars when they go through the buildings to improve the service and avoid similar situations.

Regarding your comments about the food in the Buffets, the Mediterranean and Italian Restaurants, have been taken up to the B&F Manager in order to take the appropriate measures to improve and provide a better service in the future.

Finally, we would to say that there is no end to improving, and there we appreciate your bringing these issues to our attention, as it is with our guest’s feedback that we are able to identify those areas in which we need to focus on.

It is a shame we were not able to satisfy your needs and we would love to have another opportunity to host you again at Grand Sirenis Riviera Maya.

Kind Regards
Marco Mendoza
Assistant Manager

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Reviewed 1 December 2017

We stayed at the Grand Sirenis Riviera Maya 2 years ago with a large group for our wedding and the reviews were overwhelmingly positive. This most recent time; however, was rife with frustrations and an overall decline in resort quality and customer service was apparent.

The first impression at check-in really got the trip off on the wrong foot. The Resort employee was rude and unforgiving regarding his stance on several issues. The most glaring example of this is almost none of the guests with our group received the promised room upgrades. The staff member was completely unapologetic about this and he provided terrible customer service. Not even the couple who brought our large group for their wedding received their promised room upgrade!!

Secondly, the room safe was not included with the price and cost an additional 595 pesos. Of the many 5 star all inclusive resorts I have stayed at, this is the first time the safe has not been included - it seems like a no-brainer that 5 star amenities would include the safe. There was also an additional 695 peso cost for the wifi, which was far from consistent or reliable. I have no qualms about paying this, but it was so poor and ineffective that it was a terrible waste of money.

Thirdly, the food did not come close to living up to our expectations we have developed not only from our previous experience at Sirenis, but all the other resorts we have travelled to. Plainly stated, it was a disappointment. Freshness generally took a back seat to deep fried and the food was typically too salty or bland.

Now, there are some terrific positives to take from our most recent experience. The lazy river is brilliant! The on resort snorkelling is the best I've ever done without leaving a resort - with a very large number of fish, sting rays and even multiple octopuses spotted. The spa was lovely. Most of the staff (unfortunately, not all) were warm and friendly. It has a beautiful wedding venue and overall the resort has enough amenities, activities and infrastructure to give it vast potential, which it falls far short of living up to. It wasn't as clean as our last visit there with several instances of dirty of shabby facilities. The housekeeping was inconsistent. There were massive line-ups at some bars due to apparent understaffing. The A.C. in our room had a mind of it's own and generally decided what temperature to make the room, despite our efforts (even upon increasing the thermostat to 24 Celsius, our room was FREEZING cold). The mattress appeared old and was very uncomfortable.

A funny thing happened after our return home that is very apropos to our over experience on this latest trip. when the Sirenis emailed me for my review of their resort, spa and services it was sent to my email address (which is "first name last name" @ gmail.com; and therefor, not easily confused), but was addressed to and written for an entirely different person - who I do not know. This is sort of a microcosm for our experience at Sirenis - sloppy and careless.

Although there are some luxuries and niceties that place this resort above many others, I am perplexed that they are marketing themselves as a 5 star resort. Having been to the Sirenis more than once, I can't imagine what would compel me to visit any sirenis resort in the future. I sincerely hope that they take our feedback seriously, so that travelers there in the future are more fulfilled.

Room Tip: Have proper documentation to force them to live up to the providing you with the room you booked. This is not a guarantee, but may help.
  • Stayed: November 2017, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
7  Thank DanDoesTravel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Grandrivieramaya, Assistant Manager at Grand Sirenis Riviera Maya Resort & Spa, responded to this reviewResponded 2 December 2017

Hola, DanDoesTravel

We would like to thank you, on behalf of every employee at the Grand Sirenis Riviera Maya.
We appreciate that you took the time to share your experiences with the Trip advisor community.

On behalf of the Grand Sirenis resort, kindly accept our sincere apologies for not being able to provide you the high standard of Check In which is the general norm of our hotel. You did not get a good taking care at the moment and we feel very sorry about it. However, we can assure you that the inconvenience you mentioned have been brought to the attention of our front desk manager; she will work in this matter to avoid any similar circumstance in the future.

Finally, we have carefully considered each and every comment mentioned and we can assure you that we have taken this matter extremely seriously.

We hope that despite of this situation you afford us the opportunity to serve you again at the Grand Sirenis Riviera Maya.

Kind Regards
Marco Mendoza
Assistant Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 November 2017

We have just returned having spent 3 weeks from 6 Nov to 28. We stayed in NAAB 3927 the nearest to the beach second floor and Lazy River We did not pay to upgrade as in our opinion acceptable. The room was cleaned daily to a high standard and we had a different towel art on the bed every day. Our concierge "The A " team were very helpful and always smiling. We could pick 3 restaurants a week with an extra restaurant on the last week I will not comment on the restaurants which were good as it is a personal choice. The beach BBQ bar is great for lunch. The complex is large and you can get a buggy but we liked to walk. Daily there is always something going on Alexandro with the archery Leo at 12 oclock Tequila and guacamole tasting and much more In the evening the must is the "Sky Bar" Where you meet your friends and also listen to the music. The shows at 9.30 in the evening are also entertaining. The majority seem to be Canadians, so you never win the contest in the shows ha ha We made some very good friends over this time. We were sorry to leave and we have travelled many places around the world and there is nothing wrong with this complex so just enjoy it.
Here are the nags, booking in could be improved, we had long queues. The 6.30am ( I am getting a good place on the beach) with their blue towels is still on going, a sign with if you are absent from your sun lounger for more than one hour will be removed seems a
good idea. The beach is rocky but the third part has all the fish that was amazing to see them every day just swimming around waiting for bread. We didn't find any cruelty with the dolphins. You can watch them give a demonstration around 11 oclock in the morning. One of the pools was closed a few days before we left for essential repairs and we were told it could be a few months to get it up and running but there are 2 other pools to use.They don't provide umbrellas so pack a small one, when it rains its rains !!!!

Enjoy don't listen to the moaners, make it your special holiday we did

Room Tip: We had a garden view, sea views rooms are extra NAAB complex is nearest to the beach and Lazy River
  • Stayed: November 2017, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
3  Thank ohdearmeWestmidlands
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Grandrivieramaya, Assistant Manager at Grand Sirenis Riviera Maya Resort & Spa, responded to this reviewResponded 1 December 2017

Hola, ohdearmeWestmidlands

Thank you for your wonderful review of your recent experiences at Grand Sirenis Riviera Maya.

Your kind’s words mean more than you know and your feedback has been displayed in the hotel for all our staff to see.

Your satisfaction is our reward; we really appreciate you taking the time to let us know we are providing a good service.

Thank you also for recommending our property and we look forward to welcoming you back very soon at your 2nd house in Grand Sirenis Riviera Maya.

Kind Regards
Marco Mendoza
Assistant Manager

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