Grand Sunset Princess

This is the worsts resort by far…they have the worst communication if you ask someone a question you get a different response from everyone. Buffet is absolutely disgusting. At an all inclusive you don’t go in with high hopes but this was literally below average. They have these people all over the hotel trying to get you to see a presentation about the hotel so you can get a credit card membership for the hotel. If you tell them you’re not interested they have the rudest attitude the rest of your stay (ALEX)and they interrupt you at any given minute. The rooms are beautiful and that’s about the only nice thing about this hotel.

This was our 10th Mexico trip in the last 15 years. Going once/twice a year among other trips and adventures. We’ve had great experiences in all but this resort. ROOM: The room was THE WORST we’ve ever had! Newly renovated? Absolutely brutal. Bathroom is completely open to the room! No privacy for a family vaca. My teen daughter having to change in the shower or toilet room! Beds are super tiny and uncomfortable. Not doubles. The shower rubber stripping fell off constantly and we had the AC dripping water all night long! Like pouring water from the ceiling. Wifi was so bad I had to pay $8usd one day just to send/download a few things. No shelf in the shower for soap etc and it leaked ALOT after every use so much so we had to put towels down on floor. Between the AC leaking and shower leaking we had a nice puddly room 24/7. Also no drying rack on balcony or luggage storage for a family of 4. Oh and we had chunks of plaster falling off the wall outside our door, it turned into a joke every morning to see how big the pile would be today! FOOD: hands down the worst resort food we’ve ever experienced in our 10 trips to Mexico. The buffet was exactly the same EVERY SINGLE NIGHT. Boring, tasteless and bland. The à la cartes? Yeah we attempted to book with the concierge 3 separate times and were told they are booked up. Probably due to the buffet being so awful. We were told to use the app or the website but again terrible wifi and the app/site both were a joke to use. Even the one concierge couldn’t even show us how to use it??? Breakfast there was a lineup every morning! We had to wait up to 30 mins to get in the door most days. In June? The resort stated they were only at 40% capacity and the service/quality was this bad? I’d hate to see it during peak season!! THE RESORT GROUNDS: boring, bland, still water that was filthy in all the decorative ponds. Wouldn’t even know you were in Mexico. No signage anywhere to get around. And it’s a big resort. Very small beach which was unusable due to sargassum seaweed, not resorts fault. But all around just a dull, boring resort to look at. White, beige and brown. SERVICE: For 40% capacity check in took forever. 30 seconds after check in we were hounded by the “infamous timeshare reps” completely inconsiderate and annoying after a long day. Concierge had a huge line up every time we wanted to speak with them but there was always a half dozen timeshare reps standing around to harass you. We asked about changing our horrible room situation but were told they could only offer two rooms with a shared adjoining door at a ridiculous cost of course. We used the gym almost every day and it was decent but on a few occasions during busy times around noon the gym attendant was working out using up machines and weight racks instead of guests? I thought this odd as in all my gym experience gym attendants aren’t allowed to work out if guests are in there. We also called the bell boy to pick up our luggage on check out day and gave a 30 minute window from when we needed to be at the lobby. No one showed so we had to scramble across the resort with our luggage and barely made the transport bus! Again, 10 trips to Mexico now and never an issue except for this dump. I was also scammed by one of the excursion guys. We paid Adolpho Diaz, one of the kiosk operators on the resort pathways by the pools $788usd for a whale shark excursion and he dishonestly charged us $900usd. I didn’t notice as he plugged it in in pesos. I noticed the error the next day and called him out on it. He tried to tell me it was “a tax” and couldn’t explain why this tax wasn’t on the receipt. After calling him a scam artist I walked away. The next day he found me and tried to offer another excursion but he’ll give me better deal without the “tax”, unreal. I emailed the resort just as an fyi about scammers operating on their property but they did nothing. FINAL THOUGHTS: It’s sad to say but I think after 10 trips in 15 years to Mexico we’re done with the AI thing and won’t be back. We feel like the value for the service and vacation experience has been lost. This was not a cheap vacation and for the almost 7k it cost us for what we received in return is definitely not worth it. The incredible lack of quality and service demonstrated by all areas of Grand Sunset Princess Resort has soured us immensely. I will end on a positive note however as life should favour the positive. Our kids enjoyed the pools and waterslides on site. No credit to the resort but Xplor was an absolute blast as was the whale shark and manta ray encounter. Every resort we’ve stayed at has had its ups and downs but this one is nothing but downs. At 40% capacity we were hoping for a quiet, comfortable stay with better than usual service and quality and sadly we experienced the absolute opposite. Horrible service, quality and experience. You failed Grand Sunset/Riviera Princess. Anyone reading this stay somewhere else, don’t settle for awful and mediocre. We all work hard for our money, don’t waste it on this dump. The only way quality improves is if we don’t give them our money.

Ms is very good,Kids are fun every day