Grand Sirenis Riviera Maya Resort & Spa - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

26496 reviews

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  Great bike trip and archery

  Had a bike trip at Sport center with Cecilio Hernandez Torres guide. On team of 10 we rode across the resort, stopped at botanical garden, visited two cenotes while riding paths in jungle. Awesome trip with many interesting facts and a lot of quizzes making sure we got everything right 😀💪 after trip I asked about archery range and went there with senior Cecillio for great practice, it was easier than I thought it would be. Had a great morning with great guide and cool activities. Regards 🚤😀👊👍Damian from Polania

  Jan 09, 2026
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  A beautiful resort with 2 classes of service based upon guest status - Ultimate members & the "Ordinary"

  The resort is very large and visually beautiful; however, the overall guest experience was significantly diminished by poor customer service and an evident two-tier system that differentiates guests based on membership status. From the outset, it was made clear that there are two classes of guests: those who have purchased the “Ultimate” membership and “ordinary” guests, which we were explicitly told we were by the shuttle driver. Ultimate members receive access to special menu items at à la carte restaurants, premium liquors, private beach areas, private shuttles & enhanced services. Unfortunately, this distinction also extended to how guests were treated by staff, particularly the concierge team. All reservations for restaurants other than the buffet must be made through a concierge, with one supposedly assigned to each residential building. During our entire one-week stay, there was no concierge available at our assigned building (Building 22). Upon arrival at approximately 1:00 p.m., we met Monseratte in the main lobby, who was professional and helpful. She assisted us in securing reservations for the New Year’s Eve dinner and show but explained she could not make additional reservations until our room was officially assigned. Despite arriving early, we were not assigned a room until 3:00 p.m., at which point her shift ended. She assured us that a concierge would be available in our building to assist us for the remainder of our stay. This never occurred. On January 2, I walked to another building where a concierge Karen was present and not busy. After asking for my room number, she told me she could not assist me because I was not assigned to her building and advised me to wait for the night shift concierge for my building. I requested to speak with a manager; she made a call, but no one arrived after waiting over 30 minutes. During this time, another guest requested a golf cart shuttle. When it arrived, I asked if I could ride to the reception area since it was already there. The driver told me that only members are allowed to request shuttle pickups, stated that my bracelet identified me as “ordinary,” and said he would take me “this time” but that I should not ask again. This occurred in front of the concierge, Karen, who neither intervened nor offered assistance. At no point did any concierge inform us that: Reservations could be made through the resort app There were designated shuttle stops available for non-members We learned this information only from other guests. Later that day, we returned to the main lobby and again found Monseratte, who assisted us by making dinner reservations. From that point on, we relied on the app. Even then, reservations were released only one to two days in advance, effectively forcing guests into buffet dining while the à la carte restaurants sat nearly empty at early seating times. Overall, the resort appears to prioritize sales and membership status over basic hospitality. Management should seriously reevaluate customer service standards, staff training, and communication. Additionally, front desk procedures could be improved. At check-in, it would have been helpful to receive a map of the resort and clearer explanations of how reservations, transportation, and services work. Being asked to enter all personal information ourselves into the computer at check-in was also unexpected and unwelcoming. This property has great potential, but the current service culture undermines what could otherwise be an excellent guest experience.

  Jan 08, 2026
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  Bike ride

  Cecilio was great!! Very good experience with fun information. Wear tennis shoes. It wouldn’t hurt to take an extra bottle of water as it can get pretty hot in the afternoon.

  Jan 08, 2026
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  Could not have asked for a better experience

  Andres was friendly and efficient.The service was amazing and fast.The food was lovely and my whole family had a great night.

  Jan 07, 2026
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  Andres made the evening

  Andres our waiter was extraordinary!! Such an amazing waiter. Friendly, efficient and couldn’t do enough. Food was great! Best we’ve had. Altogether a night to remember. Thank you Andres!

  Jan 07, 2026