Grand Sunset Princess

We had a fantastic stay at the Grand Sunset Princess in Playa del Carmen. The resort is beautiful, the rooms were clean and well maintained, and the entire property feels very welcoming and relaxing. One of the highlights was definitely the food. The buffet offered a great variety of fresh and tasty options every day, and the specialty restaurants were excellent. The drinks were also very good and consistently prepared. What made the biggest difference was the staff. Everyone we encountered was friendly, professional, and attentive, always willing to help and make sure guests were enjoying their stay. Their service truly elevated the experience. Overall, the Grand Sunset Princess offers excellent value, great food and drinks, and outstanding customer service. We would definitely return and highly recommend it to anyone visiting Playa del Carmen!

On arrival check in went somewhat smooth, two check in people worked, we waited maybe 20 min. Room was ready early. Resort well maintained, large property, but easy to navigate and have golf carts that take guests to the lobby and back. Property was renovated, have to watch out for many tripping obstacles , uneven floors. Room comfortable. Our AC controller don’t work, it’s only freezing air, so we keep turning it on and off all night. Complained at from desk yesterday , no response yet. I forgot sunscreen, it’s 32$ here. Not able to do any restaurant dinners, app don’t work, guest services keeps telling it’s all booked until 9 pm. Dinner at buffet full blown nightmare, no one to sit guests, telling us to find out own table, but there no tables, just lots of frustrated people walking around trying to find table that might be available soon. Water park fun for kids any age. Bigger slides not well made, the ridges left marks on swim shorts, ruined all of my son’s swim trunks. Coffee shop doesn’t open until 3 pm, makes no sense. Beach water doesn’t have seaweed, but on the sand are mountains of it. We got into water, first it’s murky and some rocks, than gets more clear. Te designated area to swim furthest point is waist deep, beach is great fur smaller kids. Overall mixed feelings. Good to visit once, Not a pace we will plan to return or recommend.

I am extremely disappointed with how I was treated during my current stay at Grand Sunset Princess. This was my seventh time staying at this resort. Over the years, I’ve chosen Princess because I believed in the quality of service and hospitality. I’ve spent thousands of dollars here and have recommended it to family and friends. Unfortunately, this experience has made me seriously question whether loyalty means anything to this resort. Before arriving, I was quoted $187 per person to upgrade to Platinum. However, when I checked in, I was suddenly told the upgrade would cost nearly $2,000. I understand that prices can change, but an increase of this size without any clear explanation is completely unacceptable. What made the situation even worse was the attitude of the employee assisting me. Instead of listening or trying to help, he was rude, dismissive, and showed no interest in providing good customer service. I have never been treated this way at any resort—especially not one I’ve stayed at seven times. I wasn’t asking for anything special. I simply expected honesty, professionalism, and respect. Instead, I felt like my loyalty meant absolutely nothing. I left the front desk feeling frustrated, embarrassed, and extremely disappointed. This experience has seriously impacted my view of this resort, and I am now reconsidering whether I will return in the future. I hope management takes this seriously, looks into the pricing discrepancy, and addresses how guests are treated at check-in.