Grand Mayan

The food is amazing, the staff is very friendly, and the architecture is beautiful. We had an issue with our room when we first checked in, but the front desk staff reached out very proactively and fixed it quickly. There are a lot of great pools, and the activities are a lot of fun. The one thing to be aware of is that this is a very large facility and you will need to use shuttles to get around most of it.

We visited here after winning a nonprofit auction. We booked a package not realizing it meant being harassed to attend a timeshare presentation—and paying premium nightly rates on top of New York-priced cocktails/meals. There’s little to no nightlife. While the resort is beautiful and the service solid, the pricing just doesn’t make sense when we could’ve been down the road in Playa del Carmen, living the dream for the same cost. I’m sure being a timeshare owner makes it worth it, but as first-time guests, the experience fell short. I cherished the moments outside the resort far more than the ones within the gates. We were also misinformed several times due to poor communication between departments. For example, we were told no cash was accepted—then immediately asked for $20 in cash to hold our breakfast spot for the timeshare meeting. Attendance was tied to a 10% discount, so they clearly use that as leverage. We were also told we could walk on to golf at any time, but when we arrived, staff said it was “too busy”—even though we didn’t see a single person on the greens our entire stay. I started this review thinking it was worth 3 stars, but after laying it all out, 2 stars is a much more accurate reflection. Overall, it’s far too expensive for the experience.

DO NOT RECOMMEND!!! 0 stars if i could. Terrible resort. No one is ever on the same page. They make excuses saying the other people are responsible for telling you about transportation or check out. if you all work for the same resort you need to be on the same Page. Since we have arrived we are told different things by different staff and when talking to a supervisor or manager, nothing is resolved or done. Shuttles take forever and by the time the shuttle does arrive, if it’s full you’re stuck waiting another 15-20 minutes. The place is beautiful but their systems and customer service in incredibly inconvenient and inconsistent. I find it ridiculous how you are supposed to pay some expensive membership but still have to pay for drinks and food separately. It makes no sense how their check in and check out process takes over an hour. We have been trying to check out for over 40 minutes now and even the worker yormeri said “oh i think you are going to miss your shuttle now” was anything done. Nope. Just a oh man sucks for you because even though we paid $75 to pay for shuttle transportation ahead of time and it was missed due to your terrible system and process we are still going to have to pay out of pocket again for a taxi now. Reading these reviews it seems it happens often here. What a scam. You can stay anywhere else for better service and quality.