Ratings based on 512 Guest Reviews
Hear it directly from our travellers
4.3 Room cleanliness
4.1 Service & staff
4.1 Room comfort
4.1 Hotel condition
TRAVELOCITY GUEST REVIEWS
Hear it directly from our travellers
by A traveller
Posted Sep. 16, 2024 on Expedia
Like: Everyday average staff. Nice, helpful, and accommodating.
Dislike: Dated resort. Hard sell timeshare club sale. Food was average to poor at time. Transport around the resort was not organized unless you sign up for the club or were in TRS. Beach was a joke. No real beach in most locations. TRS and family select have ok beaches but still not what I expected. Most alcoholic drinks are watered down or bad brands unless you are in TRS or the club. White sands lobby smelled of sewage unsure if it was related to construction. AC and refrigerator were down at check in. Room service ordering was poor. They always left off one or two items.
Comment from Hotel Management
Sep. 17, 2024 by Kenia Rodriguez, Hotel Management
Dear Mr. Thomas,Thank you for taking the time to share your experience at Grand Palladium White Sand Resort & Spa. We appreciate your feedback as it helps us identify areas where we can improve.We are happy to hear that our staff was helpful and accommodating. Our team is dedicated to providing excellent service to all our guests.We understand your concerns regarding the dated resort and the hard sell for the timeshare club. We are continuously working to update and modernize our facilities. We also strive to provide a more balanced experience for our guests, minimizing the pressure to join the timeshare club.Regarding the food, we apologize if it did not meet your expectations. Our culinary team works hard to offer a variety of options to cater to different tastes. We will investigate the specific issues you mentioned and take appropriate measures to ensure a better dining experience in the future.We acknowledge that the transportation system may have been challenging. We are always looking for ways to improve our guest experience, and we will review our transportation arrangements to ensure a more efficient and convenient service.Thank you again for your feedback. We value your opinion and will use it to enhance our services and facilities. We hope to have the opportunity to welcome you back to Grand Palladium in the future for a more enjoyable experience.Kind regards,Kenia RodriguezHospitality SR Advisor
by A traveller
Posted Sep. 6, 2024
They should warn you they are doing construction on the property and shut down white sand amenities
Comment from Hotel Management
Sep. 9, 2024 by Kenia Rodriguez, Hotel Management
Dear Mrs. Jenifer,Thank you for taking the time to share your recent experience at Grand Palladium White Sand Resort & Spa. We appreciate your feedback and are committed to providing our guests with the best possible experience.We apologize for any inconvenience caused by the ongoing construction on the property. We understand that this may have impacted your enjoyment of the White Sand amenities.We hope that you will consider returning to Grand Palladium in the future. We are confident that you will have a wonderful experience.Thank you again for your feedback.Kind regards,Kenia RodriguezHospitality SR Advisor
by A traveller
Posted Sep. 6, 2024
It is far from everything so if you want to go and leave the resort and explore, it’s nearly impossible and very expensive
White sand selection is doing renovations so you can’t even see the beauty of that property
The rooms are horrible very outdated and the beds are very uncomfortable. Our AC wasn’t working the first night we got there and every day we called about hot water issues and we stayed in one bedroom villa.
For the price we paid. I do not recommend this resort. It is really really big. The food quality is horrible. We ordered hamburgers for room service and we literally got ground beef patties raw.
I mean, I understand because the resort is so big there are so many people you’re now fighting with quantity rather than quality
Comment from Hotel Management
Sep. 9, 2024 by Kenia Rodriguez, Hotel Management
Dear Mrs. Jenifer,We are truly sorry to hear that your stay at Grand Palladium White Sand Resort & Spa did not meet your expectations. Your feedback is valuable to us as we strive to continuously improve our services.Regarding the air conditioning and hot water issues, we apologize for the inconvenience. These are matters that should have been addressed promptly. We are investigating the root causes of these problems to prevent similar occurrences in the future.We understand that the size of the resort can impact the quality of service. We are working on implementing strategies to improve efficiency and ensure that all guests receive a high-quality experience. We apologize for the incident with the hamburgers. This is unacceptable, and we will take immediate steps to address this issue with our room service team.We value your feedback and appreciate you taking the time to share your experience. We hope to have the opportunity to welcome you back in the future and provide you with a more enjoyable stay. Kind regards,Kenia RodriguezHospitality SR Advisor
by A traveller
Posted Sep. 5, 2024 on Hotels
Comment from Hotel Management
Sep. 5, 2024 by Sergio Hernandez - Guest Satisfaction Lead, Hotel Management
Dear GuestThank you for taking the time to share your experience at Grand Palladium White Sand Resort & Spa. We’re pleased to hear that you had a positive stay and appreciate your rating of 8/10.We strive to provide an exceptional experience for all our guests, and your feedback is valuable in helping us continue to improve. If there are any specific areas where you feel we could enhance our service, please do not hesitate to let us know.We look forward to the opportunity of welcoming you back and hope to make your next stay even better.Warm regards,Sergio HernandezGuest Satisfaction Lead
by A traveller
Posted Aug. 30, 2024 on Expedia
stained sheets and bedding
No ac for a day
No hot water for two days
Comment from Hotel Management
Sep. 5, 2024 by Sergio Hernandez - Guest Satisfaction Lead, Hotel Management
Dear GuestThank you for taking the time to provide feedback about your recent stay at Grand Palladium White Sand Resort & Spa. I am deeply sorry to hear about the issues you experienced with the sheets, air conditioning, and hot water during your visit.Please accept our sincerest apologies for the inconveniences you encountered. We take these matters very seriously. Cleanliness and comfort are top priorities for us, and we regret that we fell short in this instance.I would like to assure you that we are taking steps to rectify these problems and improve our service. Your feedback is invaluable in helping us enhance the guest experience.Thank you for bringing these concerns to our attention. We hope to have the opportunity to welcome you back and provide you with a more enjoyable stay in the future.Warm regards,Sergio HernandezGuest Satisfaction Lead
by A traveller
Posted Aug. 29, 2024 on Expedia
Comment from Hotel Management
Aug. 30, 2024 by Sergio Hernandez - Guest Satisfaction Lead, Hotel Management
Dear Guest,Thank you for taking the time to share your feedback. We are truly sorry to hear that your recent stay at Grand Palladium White Sand Resort & Spa did not meet your expectations. We strive to provide exceptional experiences for all our guests, and it's clear we fell short in your case.Please know that your comments are important to us, and we will be reviewing them carefully to address the issues you’ve raised. If you would like to discuss your experience further or provide additional details, please feel free to contact us directly.We hope to have the opportunity to restore your confidence in our resort in the future.Warm regards,Sergio HernandezGuest Satisfaction Lead
by A traveller
Posted Jul. 28, 2024 on Expedia
There was a ton of mosquitos, the staff was rude at times and the bar tenders were definitely not qualified bartends aside from one person, there were a so many flies one day on the food that I feel they are negligent when it comes to sanitary conditions I would not recommend this resort.
Comment from Hotel Management
Jul. 29, 2024 by Kenia Rodriguez, Hotel Management
Dear Mr. Justin L,We appreciate you taking the time to share your experience. We are disappointed to hear about your stay, as it falls short of the exceptional service we strive to provide.Your feedback regarding the mosquito situation, staff attitude, and bar service is concerning. We take these matters very seriously and are committed to addressing them promptly.Regarding the sanitation conditions, we maintain strict hygiene protocols throughout the resort. We are surprised to hear about the incident with the flies and will investigate this matter thoroughly.We hope to provide you with a more positive experience in the future.Kind regards,Kenia RodriguezHospitality SR Advisor
by A traveller
Posted Jul. 22, 2024 on Expedia
I drove to your property and the staff seem unfamiliar with people who drive their own vehicle on the property. It took over an hour for us to get clear directions on where to park and where to check in we even drove through areas of the property that were not meant for vehicles, based on the directions given by your staff. When we finally checked in and found our room, we decided to hang at the beach. We were approached several times by guys trying to sell products. This is the first resort I ever said I would never return to.
Comment from Hotel Management
Jul. 22, 2024 by Kenia Rodriguez, Hotel Management
Dear Guest,We are sincerely sorry to hear about the inconvenience you experienced upon arrival at our resort. We understand the frustration caused by the unclear parking and check-in directions, and we apologize for any confusion.We value all our guests, regardless of their mode of transportation. We will be reviewing our staff training procedures to ensure clear guidance.We are disappointed to learn about the unwanted solicitations on the beach. This behavior does not reflect the standards we set for guest experience. We will investigate this matter further and take appropriate actions.We hope you would give us another chance to demonstrate the true Grand Palladium experience.Kind regards,Kenia RodriguezHospitality SR Advisor
by A traveller
Posted Jul. 11, 2024 on Expedia
Comment from Hotel Management
Jul. 12, 2024 by Kenia Rodriguez, Hotel Management
Dear Guest,Thank you for staying at Grand Palladium White Sand Resort & Spa.It is very sad to realize by this media that your stay did not meet your expectations. We would like to know the aspects that you consider we can improve, so please do not hesitate to contact us and share your point of view with us as we gladly accept any suggestions.We hope to welcome you again.Kenia RodriguezHospitality SR Advisor
by A traveller
Posted Jul. 10, 2024 on Expedia
Comment from Hotel Management
Jul. 31, 2024 by Kenia Rodriguez, Hotel Management
Dear Guest,Thank you very much for rating our Grand Palladium White Sand Resort & Spa.We are happy that you enjoyed our fantastic facilities and services, we trust that in your next visit to the Riviera Maya you will consider us as your first choice again.Greetings from the Caribbean,Kenia RodriguezHospitality SR Advisor
