Grand Palladium Colonial Resort & Spa - 77710 Playa del Carmen

This hotel is nothing like it looks in the pictures online. It is very outdated and we were disappointed. Upon arrival the room we were given did not have working AC, there were bugs in the bathroom, the sheets smelt like sweat and mildew. We contacted the front desk 5 times and each time were told that they were about to send someone to our room to fix the ac and clean the room including putting new sheets on the bed. Nobody ever came to fix the room and we had to sleep in 85°. It was not until we went to the front desk and had to make a scene that the manager finally came out to help and we finally got to switch rooms at 10PM. For 2 days the resort was working on the water with no notice so the rooms only had the hottest water available to shower with and wash your hands. The food at the colonial hotel was awful - I don’t know how other reviews can say it was good, we had to go to a different part of the resort every time we wanted to eat. If you want room service it is a $15 charge and you can only order it if you have a phone in your room that works - which is unlikely. We were here for a wedding and upon arriving the bride informed us that other people in the group saw their room and immediately switched to a different resort because the rooms were awful. When checking out we told the man behind the front desk (Israel) about these issues and that we would like to file a complaint and he became rude and unwilling to help and told a women who barely speaks English to help us and she said all she could do was give us $10 off… The ONLY good thing about this resort is the pool and beach other than that good luck getting help from anyone that works there. If you are thinking about booking the grand palladium book the TRS resort, it’s more expensive but worth it for the amount of BS you will have to put up with at the colonial.

Everything about the hotel is excellent! Good food, shows, staff and travel club.We enjoy our time here, we come with large group and get treated really well. Some of our group have been here 5+ times. Today we did shooting with Eduardo at the sports center. He was a great teacher and taught the safety about the guns. Highly recommend doing all the little activities around the resort.

Absolutely beautiful hotel. Staff very attentive.Setting on a very nice beach and facilities excellent. Only criticism I would add is that as with most all inclusive hotels I have been to. the food is varied and well cooked but is not kept hot enough. The hotel welcome the visitor's opinions and assure they welcome such remarks in order to improve the experience. Can't be a bad thing.

Don't come here for the beach. It's rocky and full of sea weed!!! Yes they do try to clear it daily, but I never thought I would have to tell my child to watch out for the lorries and tractors on the beach every 10 minutes. The pool is good although again, if you have kids that have never used a slide, the staff expect you not to accompany them even though the sign clearly tells you to do so. In the mean time they allow kids to climb up the slides. Staff in the bars away from the main areas are very polite. Staff in the bars near the pool don't care about your order. Probably ruined by constant tiping which should be banned. Oh and there's a clearly a staff shortage. On Saturday most bars and restaurants were closed due to lack of staff. Food wise, there are a few very good restaurants. These are let down by the front of house staff. They have no idea if a reservation is required or not, and can be very rude. The buffet reception staff are very abrupt and rude. Shame really. So overall, a good pool, very poor beach, good choice of drinks and food and varying degrees of staff politeness.

Wonderful experience—Clean rooms, friendly staff, great food at the buffet. Even though we did not speak Spanish, we had no difficulties. Everybody we interacted with was cordial and respectful. The beaches were private, well maintained, and 5 minutes away from the room. It was quiet and relaxing inside the rooms too. Highly recommended.

It is an OK resort with positives and negatives Grounds are nice. Like the water features near the restaurants and the lobby Nice beach and swimming pools. We also had a nice experience at the Thai restaurant. Several things we didn't like: Distance from the Cancun airport - over 1 hour. The very slow check-in process. Only 2 clerks working and long line of people waiting. Over 30 minutes wait at the reservation deck to make a reservation at a restaurant only to be told there were no reservation available. Many of the guest services personnel's english was rather poor which was made worse by the masks. Buffet selection was limited and it took forever to get a cup of coffee. We had only 1 large towel in the room. We asked for towels twice! The operator said we will bring them up right away but still didn't receive them.

Giving this place 2 stars as I sit here my second to last night (after 5 days), plenty of time to give a valued opinion. We booked 2 connections suites for 6 days, 7 people (5 adults, 2 kids). -Pros: Large sprawling resort, plenty of entertainment (mediocre), moderate sized rooms, large comfortable pull out couches, plenty of restaurants and pools. -Cons: POOR/AWFUL service!!!; Outdated accommodations down to the outlets, furniture, bathrooms mirrors, etc; broken screen doors, broken bathroom fixtures, torn furniture, etc; NO linens and don’t get any upon multiple requests every day!; NO water. This was my biggest complaint!! With 5 kids (2 < 10yo) this was ridiculous! We had to beg and plead for bottled water every day which was not replenished…ever! We had to go down to the front desk to get it for 7 people!! Not everything is all inclusive, even room service. We had to wait 2 hours for our luggage upon arrival after calling 2 times to request it. The list goes in but these are the main issues. If the staff was at least nice that may have helped our experience but very few are nice. The internet is awful!! Don’t plan to stream or use the Wi-Fi for work related tasks. UPDATE: Following this review and a formal complaint to management they took care of our concerns. The management sincerely cares about providing a good experience for all guests and took the time to chat with us on multiple occasions to ensure our requests were being fulfilled. Claudia and Lourdes spent a ample time hearing our feedback and addressing EVERY point with us. They were incredible, attentive, and most hospitable. We will give Grand Palladium a second chance in the future and are extremely grateful for their attention to our needs in the end. Thank you both for everything!!

2 stars because the rooms are super outdated. The bathrooms/ shower were literally moldy. We stayed at 4923 for 7 nights. Most likely these rooms are used the most because of the 1st floor and very convenient with kids (this was our priority) but come on mold everywhere, and mirrors like from a horror movies. As much as it was nice fresh air there, room with mold is absolutely not acceptable! When we asked for a room change, we were told we actually were upgraded to a better room ?‍♀️?‍♀️, can only imagine what the other room looked like. Otherwise everything was very good. But for a 4 star hotel there cannot be mold. The resort itself was nice, everyone was very welcoming and friendly.