Grand Park Royal Luxury Resort Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17151 reviews

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  Hotel full of rude hospitality, cockroaches, crickets and worms

  If I could give this resort less than one star, I would. never have we been treated with such dismissal by a hotel before until now. Starting with multiple cockroaches and poor servicing, I’ll start with the “VIP” items that come with booking with Expedia. We supposedly had access to different spots at the hotel and early check in (which I requested beforehand) and neither were delivered. On the contrary, we were told our room would be ready around 2 pm (keep in mind we got there at 7am) and nothing was ready. We were then told “promised by 3pm”, and nothing. It was 3:30 and someone was still in the room and still not ready. The lady Karina at the front desk was very dismissive and really failed to provide the adequate customer service experience that we had hoped for. Moving on the next thing, when checking in the document that they presented had the wrong phone number. I corrected it and input the correct number. Apparently that wasn’t enough because they continued to reach out to the incorrect phone number when we were assigned our “butler” who keep in mind was not able to get in contact with us until the end of our second day. Again, failing to provide the services that were promised. We had also mentioned one of us had a serious peanut allergy, guess what showed up to our room? Peanut candy as a “courtesy”. By then it was day 2 and we were trying to enjoy our vacation until we noticed after waking up that the AC was not working. We mentioned it to one of the housekeeping ladies who even said so herself that it was warm, we said no problem, just if you guys can take a look as we were leaving for the day, clearly they didn’t, because by the time we got back at 11Pm, the room was reaching 80 degrees and the hotel had made no attempt at fixing the AC or letting us know what we could do. At this point we were fed up and called the front desk and they had nothing to say besides just “deal with it” luckily my husband pushed to get a new room assigned after about 2 hours of arguing with them over the phone. These are suppose to be the “luxury villas ocean fronts” that have all these types of amenities to make you feel like you are in paradise. After arguing with the front desk, they finally let us move to a new room at 1AM. At this point we were over the quality of service the hotel provided to us. The next day we attempted to speak with a supervisor/manager to share all our concerns but they continued to dismiss everything snd everyone at the front desk couldn’t get any supervisor to talk to us saying the supervisors and managers were all in “meetings”. Eventually with the persistence of my husband they finally found a “supervisor available” named Josue. We shared all our concerns with him and he stated he would talk to head of client experience “Linda” and make sure that we were heard. Never heard from him since. We asked our butler to have him call us, never did. They just waited until we left so they could brush everything under the rug. From finding multiple cockroaches around our room, as well as crickets and worms in the bathroom, to the horrible service their hospitality provided, I would never and I urge anyone else looking into booking his hotel to NOT book with them and I would urge Expedia to reconsider having their listing on here. They dismissed everything we told them and did nothing to fix anything, I am extremely disappointed in this hotel and hope that that Expedia reconsiders posting this hotel on here as they clearly do not value customers booking through them. All we wanted was a nice vacation in the ocean front villas, but instead dealt with horrible hospitality, cockroaches, crickets, worms and a failed AC. I’ll attached pictures

  Jan 14, 2026
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  Would recommend to others and would return for location and service

  We visited this resort in mid-December for a 7 night all inclusive package. While the lobby isn't a grand welcome like other resorts we've been to we found the entire complex to be very clean and well taken-care of. Check in was efficient though there were no large groups when we arrived. They start in on the membership sales pitch right away but leave you alone if you're firm. We had a basic "premium" ocean view room on the 3rd floor giving an unobstructed view of the ocean. The room wasn't fancy but it was clean, large and comfortable. The balcony did show some wear and didn't have a clothesline - small nit-pick. I just hung our wet stuff on the chairs. I know from other reviews people tend to complain about the food - while not 5-star we found everything very tasty and fresh and there was enough variety for us. We visited all of the a-la cart restaurants on site as well (except the steakhouse which was extra $) so we didn't find it overly repetitive. The drinks were a bit hit and miss depending on the bartender and bar but overall very good. Overall the service everywhere was outstanding. We had one small run in with the Maitre-D at the Italian restaurant one morning where he didn't seem to want to seat us (they do give preference to club members.) We are not pool people but there seemed to be a lot of chairs and the pool looked nice though it felt a little on the cool side to me. The beach area was wonderful and one of the main reasons we picked Cancun and this resort. There were not that many beach loungers so we reserved ours early every day - I don't like having to do that but everyone else does to and we really are pretty much at the beach the entire day - it's why we go south. One thing that was different for us was how attentive and militant the lifeguards were. I know that rip currents can be a serious threat but having walked up and down the bulk of the strip several times throughout the week the lifeguards at our resort were definitely the strictest. They wanted you to stay in a very small yellow flag area which was hard. I know they are just doing their job and it's great they care about guest safety it's just not what we are accustomed to which is more swim at your own risk. We had no issues with sargassum seaweed while we were there. I can't speak about the entertainment much because we generally like to have a later dinner then retire to our rooms.

  Jan 14, 2026
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  VIP

  Not worth the extra $600 for the VIP experience because of your butler Danial Jimenez. It was our 40th wedding anniversary and he alone did not make it special .

  Jan 13, 2026
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  Great Vacation and Stay

  I visited this resort with my husband and 3 kids. This resort was super friendly, clean, and had amazing things to do. We took advantage of their services from aquarworld and did parasailing. Sophia from aqua world was very helpful. We enjoyed all the restaurants and especially the Cafe in which a worker named Edgar was super nice. We had a butler named Alejandro that was super attentive and helpful. Overall the staff was amazing and made our experience great. My kids loved all the pool activities that happened throughout the day. We also loved the fire show and the mariachi and the dances.

  Jan 12, 2026
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  Not a luxury resort

  The hotel is in  a good location, but it's more of a 3/ 3.5 stars hotel than anything else. The lobby is a mess. There's no organization at all, you arrive and nobody greets you. We had a "select" room and after a few minutes were able to get someone to help us. Joshua moved us from place to place telling us we had a special room at a separate tower, until he found out who was going to give us the key, he was nice and very cordial until we realized he was pushing for a timeshare sale. We told Joshua we were not interested but he insisted so much that we felt kind of sorry, he said "just go and listen to the sales pitch and don't buy anything, you can help me that way." He offered two hour massages, one for my wife and one for me, plus a dinner at the steakhouse. We agreed, we just wanted to get our key and have some food, it took more than 30 minutes for us to get our key. In the end Joshua tricked us and gave us 2 $50 spa coupons he said "The Spa gives us a special pricing," not true. I ended up paying $100 more to get 2 full massages. I complained to his supervisor but he did nothing, a guy named Alfonso, who was supposed to be the main boss at the timeshare office told me "Don't worry Mr. Luna I'll come to your room, tomorrow and help you sort this out," well, 5 days passed and he never showed up. I do not care about freebies, I just don't like dishonesty. The hotel is pretty basic except for our tower, "The Royal Tower," rooms have front ocean view, a big terrace and there was also a jacuzzi, I had paid for this upgrade, but for the first two days there was no hot water, so the jacuzzi was useless, after complaining for two days they connected the hot water. Our room included priority to the beds at the beach, but even though we reserved the beds daily, we had to chase people away, something that the personnel should have done. The food was barely ok, the buffet was awful, big lines to get some eggs, they could have put some over-easy eggs on the trays, like at other hotels in order to avoid big lines. Burgers at the snack bar were good, The over priced steak at "Le Grand" was also pretty bad. The only restaurant that had good food and great service was Koi "the Asian restaurant" Damian at the roof top bar was excellent. Rogelio at the steak house was super nice. Jessica, our butler did a good job for the most part. We ended up ordering a lot of room service because the food was  better and the service was great. Fabiola did a wonderful job there. Except for these members the rest is barely basic, not what we paid for.

  Jan 12, 2026