Apple Vacations Customer Satisfaction Score
What to expect
5485 past Apple Vacationers would recommend Grand Sirenis Riviera Maya to their friends and family
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TripAdvisor Web Reviews
What to expect
Apple Vacations Traveller Reviews
What not what I expected
This trip was not our first trip with apple or to Rivera maya, but I would never recommend this resort to anyone. The grounds were very spread out, at certain points of the day the only food that was available was room service (like between 10-12 in the morning,etc) our bathtub overflowed through the walls and flooded our room and my husband fell on the marble flooring. The manager offered to upgrade one of our dinners and then charged us for it, we were sold on the dolphins are 359 for my family and they ended up charging us 425.00. They spoke very little English on this resort all of the tv channels were Spanish (but not at the other resorts we have visited) the entertainment was left to be desired. The entire hotel has slick floors so if it rains people are falling everywhere, surely not the place for the elderly. The pools were missing tiles, the ashtrays were always full. I would never go back to this resort or refer anyone to go there. Our apple staff at the airport and the hotel were wonderful, but that about the only positive thing I took home from this trip.
We really enjoyed Grand Sirenis! The rooms were spacious and clean! We will be going back!
Overall the Grand Sirenis is great place to spend a much needed vacation. The staff are all friendly and helpful. Shout out to our concierge Angeles who help us planned our activities. The food they serve are good but the cocktails at the bar could be better. Maybe they can serve a better alcohol with it. ;) We did the bike tour to see the cenotes within the compound but be warn it will be workout to ride the bikes they have. I just wish they would provide a better set of bikes or at least maintain it (make sure the tires have air). They do try to sell you membership which on various occasion can be a little too much. Jaime Lopez though made that experience more enjoyable. We would definitely put this place as one of our go to place for future vacation.
Love the Grand Sirenis
We love the Grand Sirenis Riviera Maya. 2 years in a row and we hope to return again next year. The entire staff makes you feel like family.
The vacation was amazing! We were upgraded to a superior suite, the first day received a fruit basket with a bottle of tequila and the last day a bottle of champagne. The grounds were lovely with spider moneys in the trees, dolphin pool, lazy river, 3 pools, diving shop, spa, and great restaurants and bars. The staff was beyond friendly, courteous. Hats off and thanks to: Front desk - Alicia, Patricia, and Alexander; Concierges - Angela and William; The shuttle driver , Juan wonderful! Could not ask for a better vacation!
I really enjoyed staying at Grand Sirenis. The staff was amazing and always attentive and helpful. I also really enjoyed our room and accommodations.
False Advertisement and a Dissapointment of a Resort
Let me outline all the issues that we had:
1) Room is as described but too far from the water: For some reason, we were pushed to rooms with a view to a wall of trees. Far from everything. Other people got similar rooms but much closer to the water. From the website, it makes it look as if almost all rooms have some form of view to the beach/ocean but that is a complete false advertisement.
2) Unresponsive Concierge: It was difficult to get anything booked since the only guy assigned to the building that we were in, could not take care of all the families waiting. Other concierge people never tried to help.
3) Rude staff: I was trying to reach to the SPA in time (I left with 30 minutes in advance) and the carts took forever to come. Because too many people were trying to get in, I could not get in on the first one. I asked him when is the next one coming, and he could not responde (I speak perfect spanish). While waiting for the next cart, my wife which was on a different cart, overheard them talking on the walkie talkie about me. They were calling me "names".
4) Beach was bad: Really?? All shells and no sand? Also, the only good beach was only for Club Members, WTF?? If I am travelling to the caribean, I expect to have at least some good beaches (at least better than the ones near my house).
5) Food on the restaurants was horrible (almost worst than the buffet): Japanese Cheff burnt our rice and chicken. Mexican Restaurant had no working AC and the food was mediocre. Steak house served us "Filet Mignon" but I could tell it was not Filet Mignon. The meat was hard and full of fat (and with no flavor).
6) Limited space: The only place that was ok was the pool, but there was little to no space to stay. Always full (since nobody was going to the beach) and impossible to get a place to lay down nearby. Yet, the pool for Club members had everything that you could have and was empty.
7) Some of the shows were horrible: It felt that I was watching a high school musical rather than a professional show.
8) No carts available to move around the complex. Since we were so far from everything, and the carts were only available for club members, we end up walking everywhere. If it was only my wife and myself it would have been fine, but when you are carrying a two year old, it is not.
9) Pushy sales pitch. There was no need for me to "confirm my return" yet you use that excuse to start your sales pitch. If I want a sales pitch, I can go to another place.
Grand Sirenis Riviera Maya Review
I was overall not as pleased with this resort as others I have visited. We had a junior suite, which was not really a suite and too small for my family. The room was clean, but nothing special. The food was good and the staff was really nice. The pools and grounds were beautiful. Food choices for children were limited, which really affected our vacation.
The place was too big, too loud and too many kids
The people were just amazingly kind and helpful. We loved all the food.
Needs some basic upkeep & updating.
TripAdvisor Traveller Reviews
We went here for our honeymoon. We spent a week (which is not long enough) here at the Serenis. The team looked after us very well, we enjoyed a massage at the spa as well as the hydrotherapy pools and saunas etc. We watched the dolphins during their display and also just whilst they played. We also went on an excursion to Isla Mujeres on a catamaran and this was just beautiful. Our room was newly refurbed and was lovely. The beach at the hotel was a little disappointing however there are three pools to choose from two with swim up bars and one quiet pool. There is also a separate kids pool and kids club. The restaurants also give variety from the buffet (which was lovely)and I have to say the Mexican take on the Japanese restaurant was fun! Our concierge was helpful and full of local knowledge and also our rep were on hand throughout. Weather was beautiful although it was very humid at times. The staff there were extremely welcoming and very polite and helpful. Would definitely go back and next time would try to venture out of the resort a little more if I can rest myself away.
My family of four (me being 20 and my brother 15) visited serenis at the start of August for two weeks.
After reading the many mixed reviews I decided to just take the top tips and ignore the ratings as it was worrying me. So I've decided to share my tops tips with you :)
We did not upgrade and for me and my brother this was not worth it. My parents didn't upgrade but as it was a special holiday they said they wish they had. If you are planning to upgrade do this before you get there it is much cheaper! (With Thompson instead of the resort). If you have two rooms and only one is upgraded they won't be near each other though.
The Mosquitos were really bad for me and my mum especially. Take lots of repellant and I've heard about electric clickers that you can get that reduces the itching! Ask at your concierge desk as they have little pouches of repellent that they don't give you unless you ask. I also think they were worse because we were in bottom floor rooms too!
Go and see the ecoserenis turtle beach! You have to be very careful not to stand on any of the nests so walk very close to the sea! The beach is only a walk away from the apartment blocks but ask your concierge where to go:) get up early!
If you like wildlife this is by far the best in the area (as said by people who we talked to who had visited multiple places nearby) this was one of my favourite parts of the resort!
The beach is rocky, not like a beach you would expect going to Mexico! So buy water shoes (you can get them really cheap on eBay) also the snorkelling is great! We didn't see turtles snorkelling though but lots of fish! You can hire snorkels for free!
I loved the food! I loved the beach BBQ and the Japanese! I didn't think any of the a la cartes were as bad as people said I enjoyed all of them however we didn't go to all. Book them as soon as you can with the concierge as they can get fully booked quickly! Great variety in the buffet and the food was never cold.
The time share pitch- we agreed to go on this because they offered us two free hydrotherapy sessions and two free 20 minutes sessions! (The spa was really nice and worth every penny we paid extra for the four of us to go) however the pitch was a disaster for us! Although we nearly went for it at one point when we needed time to think they passed us on to a manager and then when we told him to leave us to think they passed us on to this very angry man who had no customer service! Of course this put us off completely! I left very upset unfortunately. Saying this, the man who took us round and gave us the first pitch was fantastic his name was pablo and we loved seeing the upgraded rooms! They were fantastic! He had stayed in one with his wife and loved it :)
During the second week we went to playa del carmen! We got a taxi there and back which was much more expensive than going by the shuttle bus but we got a taxi because we wanted to go to a specific restaurant. We set off at 4pm as it was too hot during the day to go. The town was lovely but the local shops are very intimidating shouting you to come in! We got a taxi to a restaurant called el fogon where we had been told to go to by serenis staff! We loved it, very good priced Mexican food and it was a very authentic restaurant.
The excursions were very expensive so we only did one. We went to xel ha which was a snorkelling park with activities! We did this through the hotel as it was a lot cheaper! (Under the stairs in the lobby) It was a really fun day for all of us but very expensive! Great for young children too. You could pay for a photo package Â£80 which was all your photos of the day this would have been worth it if we had done lots of activities but they were very expensive. We went on the adrenaline ride which was very fun and my mum and brother went on the underwater sea treck which they enjoyed. I bought a waterproof phone case for Â£30 so I could take lots of photos but this would have been much cheaper if I'd bought it at home but the photos were great. If you are planning on going to xel ha you need natural sun cream ( that contains zinc oxide) as it doesn't harm the animals. They charge Â£12 to buy it there for a small bottle.
This is probably the best part of my experience at serenis- The Staff! They were superb! Our concierge staff were Jorge and Vanessa who were very helpful and had great knowledge of the area! The entertainers were a bundle of fun getting everyone involved! We loved Cristian, Inver and Dani who made us smile every day. We spent most of the time at the pool three where Diego, Carlos and Dariel always made sure we had a drink in our hands! If you want branded drinks just ask for them :) we miss them all!! you have to go to the foam party this is so fun for everyone! Also the waiter Wilberth who always helped us at breakfast in the small buffet! The sky bar is also really nice in the evening with great cocktails and entertainment.
I know I haven't covered everything but I hope that some of it has been some use to everyone! No matter how much you spend on a holiday the most important thing (to me) is the company so don't read too much into negative reviews and make the most of it!
This may be a long one, so I will start with the good.
Upon arrival the hotel was amazing, speedy check in and friendly staff. We had the superior suite so were not pressured into the upgrade.
Rooms - amazing the Jacuzzi bath was lovely and we were close to amenities so the size of the hotel wasn't a problem for us
Food - Breakfast was by far the best meal of the day... loved it! the Japanese was also fab and the staff there were great! wasn't so keen on the other restaurants booked the steakhouse was poor after the good reviews I had read before-hand
Pools - a few missing tiles but the pools were huge so I can imagine it would take a lot of up keep (I also witnessed children pulling them off so they're fighting a losing battle!)
Grounds - constantly maintained to a high standard the hotel and surroundings was stunning couldn't fault this
Beach - we didn't go to the beach much but if you walk towards the dolphins it is less rocky and clearer water - lovely!
The first few days were brilliant until we started to notice the true sirenis.....
Now the bad........
we had $250 dollars stolen from our SAFE in the room by one of the cleaners. I reported this immediately and was fobbed off by reception for SIX DAYS everyday they said they were waiting for the report. it then turned out the report hadn't been completed... I asked for a meeting with the manager who was a rude horrible obnoxious man who wouldn't even look at me as he told me they couldn't do anything about this and tried to guilt trip me saying the cleaner may get sacked... AND?
He said he would remove a charge off our room which was only Â£30 and get the report for me so I could claim back on my insurance, the day we were leaving he refused this so I am unable to claim back, the rude disgusting woman on reception said he was in a meeting so I couldn't see him yet he was texting her. I complained to Thomson and he continued to text the Thomson lady but refuse to see me! Thomson are just as bad, said they would email me a copy of the report so I could claim but haven't done so....awful customer service skills by all front of house!
Secondly.... we witnessed member of bar staff in the theatre bar SPIT in a customers drink....vile human
The drinks were cr*p the standard drinks ALL tasted of tequila?? the cocktails were just pure sugar! The red wine was nice and if you asked for a beefeater and tonic and you occasionally got the right drink these were nice too.
and finally, the health and safety was horrific, a lady round the pool had a fit and around 20 members of staff stood around watching and taking pictures but did absolutely NOTHING it took 20 minutes for the doctor to arrive who strolled in and left the poor lady sat in the blazing sunshine for a good ten minutes. Why are there no medically trained staff positioned on a site this big? The pool didn't even have a lifeguard.
Before visiting I read reviews and thought people were being picky and miserable. I really, really wanted to love this hotel and I am so disappointed to be writing this review, this is the second time I have visited mexico and I will not be visiting again after this experience.
Amazing Hotel, Great Wedding
This is the second time I have been to this resort but the first time I have left a review. Both times have been amazing and I am not one that likes to return to the same hotel but as someone was having their wedding there it was hard to avoid but I am so glad I went again.
It was my girlfriends sisters wedding and they settled on this hotel due to the good comments we had about the hotel on our stay last time.
On arrival you get a cool beverage which is exactly what you need after an hours coach journey. The check in this time was very confusing as there was 40 guests not just the two of us. But they soon sorted everything out and we were in our room before you know it. Same rooms as last time, very nice, clean, modern. Nothing special but still very nice rooms. As last time there is a gap in the wall between the bathroom and your bed. Some rooms have frosted glass in that space other rooms don't. I must admit I preferred not having the frosted glass but if you weren't comfortable with each other I recommend asking for a room with the frosted glass still in place.
The complex is massive and there is so much to explore and do there. I will try keep it short and sweet.
3 x pools, two of which have a pool bar and have constant pools games and entertainment throughout the day. If you like this then it is great, everyone is sitting at the bar talking to each other getting to know each other and joining in with the silly games. Plenty of action for the kids to get involved and as there were around 6 kids in the wedding party this was great. The entertainment team are great there is no pressure to join in they just ask. Myself and a lot of the other guests would get involved when we wanted but when we didn't get involved they were more than understanding, so no pressure.
Pool bars are good however there is always a wait on drinks only two barman at the pool bar and they have to cover two sides. NOTE: do not just sit at the stools at the bar all day as no one else can then get in and get a drink. Lots of sunbeds but obviously to get the best try and reserve some before 09:00.
The other pool is a long U -Shaped pool without any music it is the relaxing pool good for a nice swim and just getting away from the craziness of the other pools.
The beach is fantastic, about a mile long private beach all divided by rocks in separate coves you get relaxing parts, premium parts and again lively parts with more entertainment team. Lovely soft white sand and nice warm sea, because of the coves you also get fish in the coves near the rocks so take a biscuit from the buffet and go and feed them (they get very close).
Lazy River is good apart from the fact you keep having to get out walk 10 steps and put yourself back in, it is not a continual loop.
Al a Carte restaurants, I believe you can have 3-4 a week and there is about 7-8 restaurants. All are very good but I will strongly recommend the Japanese, always gets booked up quickly as they cook the food fresh in front of you and also put on a show. However this means time and seats are limited so get in there fast.
The Brazilian, Thai and Steak House are my favorites as they run exactly like they are in the UK, even done to bringing the meat out on a sword at the Brazilian.
The normal buffet for breakfast, lunch and dinner was good, lots to choose from and the food isn't bad at all.
Nightly entertainment is good, they run a kids disco about 8 and then put on different shows each night on a two week rota. The shows are good however some are much better than others. This time round did not watch much entertainment as there were 40 of us but what I remember is the Lion King and Grease were both quiet good. Michael Jackson was awful.
There is an on site Dolphin Experience where you can swim with dolphins, and they do a free show everyday at about 11am. Very good experience.
There is a nightclub which isn't the best, the DJ seems to judge the crowd and then play appropriate songs so if you are in with a load of Mexicans get ready for some Spanish rap, however I went a few times and sometimes it was very good, good music and atmosphere other times it was dead and there was no one in the place. There is also one of the buffet places open 24/7 which is very handy.
The wedding I will not comment on too much as it was not mine but from what I saw and heard it was organised very well and you get your own wedding co-ordinator that cannot do enough for you. It was a great day, great set up and I cannot fault it.
There is wildlife everywhere in the resort, iguanas, cats, funny looking rat things and last time I went there were tons of racoons however this time I saw one. The cats must have scared them off.
Only about a 20 minute journey to Playa de Carmen which is a nice lively town, full of bars, nightclubs (coco bongos), restaurants, shops, starbucks, a beach. It has a lot to offer.
Overall, I would of course come again however I have done it twice now but for someone going for a first time you will not be disappointed. Enjoy
I don't even know where to start with this review!! I've had the best holiday, due to the staff, hotel grounds, food, lazy river, beach.
All the staff are absolutely lovely, all look after you and make you feel like royalitly. Would like to mention Quino and Clemente at mezal bar! They were fantastic, lovely and quick to keep your drinks full to the top with the best cocktails.
There is so much to do at this resort, the lazy river, noumoureos different pools, lots of restraunts for evening meals.
The spa is stunning too! Had such a lovely massage, would definaltly reccomend using the hydro pools and full body massage!
Could go on and on but will just say it was the best holiday I've ever had, and would reccomend to all!!
Would definaltly book this hotel again.
Thank-you for an amazing stay!
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