Rude management!

Horrible experience will never go back. Management were extremely rude and disrespectful picked on certain races backgrounds and genders discrimination was a big thing I noticed while there at several different parts of the resort including front desk.

Above average hotel

The room was beautiful and very comfortable. Housekeeping was excellent and the rooms were very clean. Friendly staff, and resort is absolutely beautiful. The food was satisfactory, buffet had lots of options À la carte's were good. Many pools, lots of shade. Unfortunately the beach was terrible and was not available for use. Seaeweeds ruined our vacation. What is the purpose of travelling to a beach location if you cannot use the beach. It was stinking like sewage I think if the season was  [... read more]this bad, they should have warned us before booking. The Sun wing agent wasn't interested in explaining anything to us or selling us any trips. He said to look at the brochures on the wall and choose the one we like. Normally, we would expect a group session explaining the different options etc. May be he/she has deal with other local travel groups.

Amazing vacation

Excellent stay! Clean rooms, friendly staff, and great location. Amazing experience. The hotel was comfortable, quiet, and the service was outstanding. Everything was perfect — the room, the service, and the atmosphere. Highly recommend this hotel.

Amazing resort

This resort was very well kept including the buildings and daily manicuring of the grounds. All levels of staff were friendly and willing to offer help. The food was amazing and one of the best of all my travels. The buffet for all daily meals had a wide variety to choose from. There was a wide variety of exceptional restaurants to choose from. There were so many pools to choose from.

Our stay at the Grand Sunset Princess

We recently stayed at Grand Sunset Princess All Suites Resort & Spa. The room itself was beautiful and very comfortable. Housekeeping was excellent and the staff cleaning the rooms were very kind. The trolley staff were incredibly friendly and welcoming. The bartenders were amazing as well — they were always eager to make our drinks and offer snacks, and even when my kids went back multiple times throughout the day, we never felt like we were inconveniencing them. The ice cream shop and buffet [... read more]s were great, and we really enjoyed the food overall. The sushi was surprisingly good and the pasta dishes were delicious. We also had no issues getting sick from the food or water during our stay, which was reassuring. We also met the infamous Francisco, who truly made us feel like we mattered as guests. There were several other wait staff in the main buffet who treated us with the same kindness. I’m actually a bit sad we didn’t get to say goodbye to a couple of them before we left. However, the minibar/drink restocking in the room was inconsistent and our bottled water wasn’t always replaced unless we asked. We also had an issue when calling about loud noise above our room and the call was disconnected instead of the concern being addressed. Another challenge was getting small bills for tipping. The front desk repeatedly asked us to come back for change over several days but then said they had none. We were often told they were counting money and to wait or come back later, but after trying for about five days we eventually gave up because it became frustrating. The ATMs also seemed to dispense mostly large bills, which made it difficult to tip staff consistently. We also noticed that the secondhand smoke rules didn’t always seem to be enforced. This became especially difficult once our family got sick with a cold, as we all have asthma and smoke exposure made things worse. Grounds were kept immaculate, I have no complaints, and they tried their best to clear the sargassum. Also we felt safe, even going to 5th Ave for shopping! Taxi drivers were also kind and patient with us.

NOT A FIVE STAR

Hotel in general was ok, run down but they are working on it.The beach was absolutely terrible. Way over crowded, and stunk like sewage! Very small. Employee's were friendly and helpful. NEXUS GROUP WAS ABSOLUTELY INCOMPETENT! from the time we landed 930pm until we got to the resort 1:00am very unacceptable! I highly doubt I will use sunwing again.

Not disappointed!

We knew the hotel was being renovated but booked after reading positive reviews. We were pleasantly surprised to be booked into a new room. Beautiful! There were a few hiccups...no hairdryer, which was brought to our room within 30 min, no magnifying mirror, and the biggest one was the shower drain not working properly. We flooded the bathroom the first day but made it through the rest of the vacation by actually removing the tile (why a tile over the drain) and not keeping the shower running wh [... read more]ile soaping up. The staff was aware of the issues and phoned our room numerous times to check that everything was okay. Very attentive and very good service throughout the entire resort, from front desk, concierge, serving staff, bar staff, housekeeping and gardening. We were in two old a la cartes the first 3 days. On our 4th day the newly renovated lobby, restaurants, buffet and sports bar were complete. It's all very beautiful and modern. We were fortunate to be able to experience all the new facilities. The only disappointment was the beach. It seems the water level has taken away 2/3 of the beach. Not much walking area and many palms have been lost. It was clean, but evidence of sandbags being used was all along the front of the resort. This was our second time at this resort. It was even more beautiful after the renovations. We would definitely consider it again.

No beach, half under construction, mosquito filled room

Really disappointed with this resort. Mostly because we were not told by tripcentral agent ahead of time that half the resort was under major construction, and the beach reeked. You had one job... Drilling, concrete hammering, heavy equipment metres from the pools and our room ALL DAY is not my idea of a relaxing vacation. The beach was red flagged every day, as it was unsafe due to the seaweed (major piles of it on shore) and extremely strong sewage smell coming from it rotting all day in th [... read more]e sun. Couldn't even lay on the beach without getting nauseous. Our room was filled with mosquitoes and the hotel would not let us move rooms, instead they sprayed the room with some Mexican chemical which reduced them, but did not remove them all, or stop them from coming back. Our swim up room was a dead end due to the construction and couldn't swim to any pool bar. The a la carte restaurants were always in the snack riviera restaurant which is a very poor looking place. Surprisingly the food was excellent tasting everytime we ate. Service by the staff (except front desk) was very good.

Worse experience we've ever had

It's hard to find the words to describe the horrible experience we had. Our rooms were dirty and not even the rooms we booked. They also weren't togther the jacuzzi outside was not usable and disgusting. We also got covered in bed bug bites the first day. Has to find a doctor for cream. The room service just came and made the bed they didn't clean anything or change the sheets. The food trying to book a dinner was impossible the app didn't work and there was never any room. The workers were ver [... read more]y rude and slow. We had no clue for or travelling commute from the hotel to airport there was no notice or anything they didn't take us and we had to pay $125 US for a taxi to get to our flight. We were beyond disappointed especially with the money we spent extra to go this resort that was recommended to us. It was the worst place and experience we have ever had with an all inclusive.

Amazing Resort

This resort is absolutely beautiful. We booked sunset, but ended up staying on thr riviera side because of renovations. The room was beautiful, and clean enough. The service was always great. The buffet food was always great. The a la cartes were okay. Not my favorite, we tried 3. The beach was great. We loved the BBQ by the beach everyday. One con was we found them a bit pushy right when we got there to talk about excursions and tried getting us to do a time share presentation. We just trave [... read more]led all day, and kept having to explain we were hungry and tired.

Awesome Resort

Beautiful resort, great food, clean rooms, friendly staff. Amazing, relaxing vacation. Yolanda in the sports bar made every visit there so much fun. Her huge smile as soon as she saw us made us feel so welcome. The natural conservation areas impressed us, as most places pave over everything. Would definitely stay here again.

Excellent resort!

It is the best resort we have experienced so far. Many pools, lots of shade and beach chairs. The wildlife within the resort was very entertaining (deer,monkeys,raccoons). Food and hotel rooms very good. The only downfall to the resort is lots of walking and lots of stairs so as long as you enjoy walking (which we did) , its fine. For elderly, wheelchairs or baby strollers maybe not the ideal resort.

Would definitely return!

This hotel was lovely. Grounds were very well maintained, very friendly staff. Food is good, buffet probably better than the A La Carte restaurants. Great customer service, beautiful pools. Beach a little rocky, bring water shoes and you’ll be fine. Great value for the price.

Sewage pumped into Ocean

The hotel was well staffed and the grounds maintained. There was signs of aging but being well maintained. We spent our dinners at the Ala carte restaurants all very different and delicious, very pleasant entertaining and great staff at each. the only complaint I have is enormous and beyond disgusting. The biggest reason for our vacation to an ocean front resort is to float in the ocean and swim snorkel... instead the first day we noticed nothing alive in the ocean in front of the resort and the [... read more]n swam so disgustingly close to three pipes spewing sewage into the ocean. this is happening inside a swimming area right in front of the life guard tower. I have since googled it to find other complaints. I also looked up and saved multiple drone videos showing the spew in the ocean. I have read the many excuses and can tell you that I know its sewage because we got to close. I feel completely disgusted and ripped off of an ocean front vacation as it is implied beach means swimming in the ocean.

Lovely resort

This is a very big resort but it's very well managed. The whole place is spotless, rooms, pools, and restaurants. The grounds are pristine. Service in all areas was excellent. Only one small thing my wife didn't like was the rocks at the beginning of the ocean at the beach. It wasn't a big deal and It does clear up further in but better to take water shoes. Beach was beautiful and there were always plenty of chairs available there and at the pools. We had a great time.

Nice resort but too much coatis!

Nothing négative to mention about this hotel regarding food and facilities. Rooms are a bit outdated. Two negative points worth mentioning are rocky beach and really too much coatis. They are everywhere, some entering garbage cans, others stealing food directly from plates and even one was seen biting a woman while trying to eat a taco at the pool.

Very good resort

My only complaint is the filthy Beach washrooms. Toilets full of human waste, toilets that wouldn’t flush and no one to clean them. DISGUSTING! You can’t expect people to put up with this filth in a resort.

Amazing resort!!!

This was our first time at this wonderful Grand Sunset Princess hotel. I liked absolutely everything. We were met and quickly taken from the airport to the resort. Very clean and comfortable room. Wonderful and tasty restaurants, good beach. Very polite and caring staff. Everywhere is clean and beautiful. There are many places where you can just relax and spend time. Interesting entertainment, especially the fire show on Sundays. Deer, exotic animals, iguanas and monkeys walk around the t [... read more]erritory. We highly recommend this resort.

Big Resort

We enjoyed our stay at the Grand Sunset Princess. The grounds are beautiful, the rooms are spacious, and the resort is conveniently located close to Playa del Carmen. The beach is pretty but the rocky bottom makes access to the water a bit painful. The resort is huge and it takes a while to get around so expect to do a lot of walking. It is also obvious that that resort is understaffed so you have to wait in a lineup to get anything from service at the front desk to getting a drink at the bar. F [... read more]ood was as expected at an all-inclusive not terrible but not very good either. Getting a reservation for the a la carte restaurants is harder than getting Taylor Swift tickets so you will be eating at the buffet a lot. This resort is showing its age and looks a bit tired. The bed was not very comfortable, the TV in our room belongs in an antique store, and the fixtures are worn and tarnished. Staff was not as friendly as other resorts we have stayed at in the same area.

Very good

We thought it was great, especially for kids. Enough food variety. Swimming pools, buffet and beach were good. Animals at the resort. Entertainment was great, Aladdin and Horror show. Taco bar and hamburger grill, food at the beach was good. Room was cozy and worked well for my 9 and 11 yr olds. Perfect for families