Grand Palladium White Sand Resort & Spa - 77710 Playa del Carmen

Well I think I need a whole page for this review! Firstly please do not stay in this place it's a shambles!!! My husband and I are on our honeymoon currently and well disappointed is an understatement. The service is absolutely appalling, we wait half an hour for a drink at a restaurant. I have been having to stir my coffee with a knife as they take half an hour to get you a spoon. The bar staff didn't turn up to work the other day so for 4 hours we went without a drink even a water! We had to go to the hotel shop and pay €16 for 2 bottles of water!!!! There are I think 15 restaurants and most of those are closed on different days. We upgraded to a beach front view got to our room only to see trees, they don't do a beach front view! This is a Tui problem I know but the overall experience is just a shambles. I can go on and on and on! Please do not stay in this hotel!!!!

My husband and I are staying at Kantenah suites as Presidential Travel Club Members. Ernesto and Victor at the travel club beach Lounge have been nothing short of amazing! They are friendly, attentive and a pleasure to get to know while we are here. We look forward to our return trips and seeing them again in the future. Ernesto and Victor are the best!

This week has been amazing. The staff at Travel Club beach, Ernesto, Adela and Victor are awesome. Great service and amazing personalities. They help make for a great vacation. Can’t wait to see them on our next trip.

Where do I start… well I guess I’ll start with don’t bother. I was at the White Sands 8 years ago and had an amazing time so we decided to try it again as a family trip. We went with the Garden View Suites because the kids could have the bedroom and the grown ups could sleep on the couch, or so we thought. The sofa bed was unbearable with or without the stained mattress pad they brought for us to use with it. The food throughout the resort was awful. Everything was grease soaked and flavourless. If you miss the buffet hours you are out of luck for food as there are no restaurants open nearby to feed your kids at. You can try to make it to the sports bar across the resort but the shuttles are infrequent and we were actually told they couldn’t take us time and time again but to wait for another shuttle, that didn’t come. This was all with aging grandparents and small children in tow. Incredibly upsetting for a “family resort”. I’m not sure if there has been a complete staff turnover with covid but the staff were not friendly and accommodating at all. We have been to Mexico over a dozen times and never have we experienced the cold shoulder we were given here. It took until day 3 for us to even see that there was someone serving drinks by the pool. We finally managed to place a drink order and she never returned. At 10 am the pool still had dirty glasses floating in it from the night before and stacked along the sides. Getting restaurant reservations was incredibly tough and if you don’t know when they restart reservations for the week you will be out of luck, and stuck with the gross Buffett. The resort is no where near what it used to be. It is run down, things are broken everywhere, lobby chairs are stained, etc. This hotel is 3 star at most. We will not be back and if you are looking for an enjoyable family vacation I suggest you check out some other options. There are many other hotels in Riveria Maya that can give you the relaxing Mexican experience.

I recently stayed at the resort. The customer service was fine and the rooms were okay. My biggest issue was with the food. It was very underwhelming. It was bland, cold, and just not tasty. The other resort I stayed at in Mexico had great food and it made me want to visit Mexico again...but the food here wasn't it at all. I won't be back and if you're a foodie...don't come here.

Excellent service unfortunately because of the weather we weren't able to eat on the beach but, never the less our server Luis and the Chef Fernando made our experience worth wild. The food is excellent and the service was amazing. Poseidon excellent ? Highly recommended asking for Luis amazing server and the best Chef Fernando.

We stayed here for 4 nights, family of 4. Rooms: terrible, no privacy in the bathroom whatsoever, uncomfortable beds and pillows. Service: worst I have ever experienced in a hotel. We did the check in, went to the room to find there were NO towels at all, no bath towels no hand towels, nothing. We called reception at 3.30pm to ask for towels and pillows as we only had 2 for 4 people, we went to the pool, came back at 5.30 and towels were STILL not there and we called 4 times, towels came in at 8.30pm, no pillows. Food: absolutely terrible, is unacceptable that a 4.5 star hotel has such horrible food, everything cold constantly, no flavor to the food, just horrible. Pool: good, kids water park is very nice. Kids playground: CLOSED because is broken and they have no idea when will open again. Overall I would not recommend this hotel.

Our first family of four vacation to the Grand Palladium White Sands Resorts was great. With kids the water slides and baby club were great. Maria at La Dalia Restaurant made our stay even more delightful, she was great with our kids while dining and went over and above. April at the baby club was also awesome with the kids and they loved her and the team. Our rooms weren't the best even after we ask front desk to upgrade with no success but overall a great trip especially with children. Would love to go back if we got a more renovated room. :) Weather was amazing.