Our stay at Grand Riviera Princess was a disaster. We travel to Mexico often, and this was by far the worst resort experience we’ve had.
At check-in, our luggage was taken by a separate cart, but we were given incorrect directions on where to go. We were told to wait for a shuttle but were never shown the correct pickup location. We wandered the massive property in the wrong direction for over an hour until I had to return to the front desk and force an employee to walk us to the right spot.
No one explained any amenities — no shows, schedules, or directions.
The buffet was terrible, with very limited and poor-quality options.
The property is dated and poorly maintained. Pools had heavy rust stains and were not heated. The beachfront was unsafe and unusable — erosion, fallen palm trees in the water, exposed roots, rocks, and garbage. No one was swimming.
Inside the room/buildings: broken lighting (no parts to fix it), a toilet not anchored to the floor, and bat droppings on interior walls.
After completing the survey, we were called to the concierge office. The employee was dismissive, only writing notes and repeatedly saying he was “not allowed to compensate” us — even though I never asked for compensation. I was explaining guests should be warned in advance about major issues. He promised management would follow up. No one ever did.
Poor management, poor maintenance, zero customer care. We will never return!
