TripAdvisor Traveler Rating

I’ll start with the positives, not that there’s many - some of the staff were excellent - Jose from the Italian ????, jimmy and Faustino from the teppanyaki , and Luis who looked after the flamingos ?? (...super nice man). Some Al La Carte restaurants were lovely including the Brazilian, Italian, Teppenyaki and the el Dorado Steakhouse. The grounds of the hotel were beautiful and constantly being maintained by hard working ground staff who did an amazing job!! Loads of wildlife to see and explore. We also booked excursions to Chichen Itza and Xcaret park which were both amazing days out!! However, that is about it for positives. The room was filthy and definitely not what we expected from this 5* resort - the floor wasn’t mopped throughout our 2 week stay, all surfaces were thick with dusty, chewing gum was stuck to the bathroom floor - this was reported to the hotel reception twice and still wasn’t removed. The mattress was like a concrete slab and also torn almost in half like it had been used to smuggle something (see photo). The buffet restaurant was very poorly organised - table service was extremely slow or nonexistent, the coffee machine ran out of coffee beans on several occasions. There were no spoons provided either on the tables or near cereals, the milk dispenser was always empty, and had to ask for more butter on more than one occasion. Unless food was prepared freshly at a chef station (these guys were good - credit where it’s due) the other dishes were cold. Not lukewarm, cold. Meal after meal it was the same dishes and lacked much variety. The outdoor buffet areas were extremely unhygienic- we observed wild birds helping themselves to the buffet and were often just walking all over it too - with no attempt to cover the food. There were bird droppings in both the outdoor dining areas and in the lobby on the backs of chairs etc. - both myself and my partners stomachs suffered on more than one occasion, due to the poor food hygiene. Staff expected a tip for absolutely everything and you will be treated different depending on how much you tip. We are more than happy to tip staff when they provided excellent service, such as those mentioned above, but not when I collect my own drink from the bar. On several occasions I witnessed urinals full the brim with urine in the gents toilets. It was my partners birthday during our stay, and dispite letting them know both through TUI and in resort they didn’t do anything to celebrate or make it special - until a week later when we complained. All in all, what looks to be a beautiful resort from the outside it has many issues beneath the surface. Please do reconsider booking here to avoid being disappointed like we did.

Not a great resort. Very little room for big families to gather. The customer service is very poor and felt like it was training week for the employees. I would advise not going to this resort as there is ...definitely better.

Me and my gf had a lovely massage on the white sands beach I didn’t catch the two ladies names but they were amazing gave us a good deal on the day where we got to use the spa afterwards but we had the Zen...tropia massage for 80mins and it was incredible

Just spent 13 days at palladium riviera Maya (2 adults+ 1 toddler 1 year . We were very satisfied with our stay overall and the service. Just minor things that were could be improved. 1. We were given cont...radicted information about the XTREME BAR: from service they told us it’s a 24 hour food and drinks bar. At check in we were informs that kitchen was only open from 12pm to 3am. We went there couple of times in our first week at evening time to get snacks I.e jalapeño poppers. However in the 2nd week when we went there at evening time we were informed that instead of the menu there is only buffet available after 7 pm. We were surprised as we were able to order from the menu before with no issue. They made an exception once to bring us poppers after we requested it. We do understand that they have to follow their standards but this sag oils be unique then at all times and. No different in di elation should be given from different staff. Very positive at the bar was Javier. He worked earlie shift and was always nice em and assisted me with heating up the food den for our son. 2. A la cart restaurants were all very good our favorite was the Brazilian steak house. Followed by Japanese one. Wwe had the teplanyaki show and both our Chef Juan and waiter Jesus were outstanding. 3. Buffet restaurants both in white sands and colonial had lots of choices. Our favorite was the colonial one as it was close to the main pool and beach. Also it has a fresh smoothie bar which was a hit 4. Pools were all n in e at colonial and white sands. The white sands was less crowded with salt water and not so deep. You could walk through the whole pool until the s so m up bar. The colonial one was very deep at some points which made you either swim or use a float to get to the sein up bar 5. Beach was nice however lots of seeweed the last couple days. They were not cleaned properly as too much I guess. 6. Cleaning was ok. They did not fill up minibar all the time. Also one day no cleaning was done so we had to request it

Generally OK.Pools great. Food not hot most of the time. Staff are good. Nothing around shopping wise. Unless you get a cab. Chic cabaret great.