Family Club at Grand Riviera Princess - All Inclusive

On our 2nd day the cleaning crew decided to let themselves in while we were sleeping. My wife was wearing only a T-shirt, this was intrusive at best. The food was below average, pool dirty and the entertainment is weak as hell.

Absolutely beautiful property! The staff were amazing!

The food is hit and miss. Some things were very good and some were just bland.

Always fresh. We loved the variety from beverages to food.

The bed (twin) were uncomfortable

We didn’t know half the hotel was going to be under construction!

Half of the hotel was being renovated! Also the first day there they had stands at night with people selling stuff. I picked up this small glass rose when i tried to put it down it went side ways and broke a leaf and the guy selling tells me there’s a repairing fee! He was very rude and said if i don’t pay it would stay in my conscious! I told him i sorry it was an accident. And he said well accidents have consequences! Which i understand but his approach was very rude towards me! I told another vendor what happened and he was surprised and said that wasn’t right! I mean at the end all he had to do is burn the glass together so it could stick back but we did pay his “ repairing fee!!

Amenities for kids

Size of the resort and constant noise. Food and access to the beach. Also beach was almost non existent

The bartenders in the Family Club were phenomenal. Loved the beach.

The swim out never got good sun, so it was too cold in November. Food is always meh. Chill Out for Thanksgiving was pretty bad. They tried, but the food is just subpar.

Love the food, much improved since our last stay in 2014. Staff are also amazing and friendly.

Pool was a bit too cold to enjoy most days.

I recently stayed at this hotel, and overall, it was a pleasant experience with some notable positives. The rooms were comfortable and clean, providing a cozy place to relax. The food was good, with plenty of variety, and I especially enjoyed the à la carte restaurants, which offered a nice change of pace and delicious meals. The beach was also a highlight, with its beautiful setting providing a great spot to unwind. The family club is great if you have kids

There are areas where the hotel could improve. It's showing signs of age and would benefit from some renovations, particularly the roofs. During my stay, I noticed water leaks in the aisles when it rained, and some of the tiles looked like they needed replacement. Additionally, I was disappointed to find that shrimp was not included in the all-inclusive menu and required an extra charge. Despite these issues, the hotel still has its charm and offers a generally enjoyable stay.

Everything

Some people are not happy working there they don’t treat people nicely there is a difference between Hispanic and American I came from ?? to my country Mexico but the employees treated better the American people then Mexican

Kids areas

I want this to be treated as a formal complaint regarding the way me and my family were treated during our stay. Having visited the Riviera Maya about eight times, I have always cherished the warm hospitality and excellent service typically offered in this region. However, my most recent experience has left me feeling that this may be my last visit.I made a reservation for two adults and two children—an 8-month-old and a 6-year-old. Upon arrival, I was informed that my son was not included in the booking, and an additional fee of $420 USD would be required. While I understand that this was an error on the part of the booking.com which has since been rectified, my complaint lies in the way we were treated as a result of this issue.The front seat staff Andres informed me of the situation, and I immediately requested one day to resolve the matter with the operator. Despite this reasonable request, I was told that I would not be given access to our room until the issue was resolved. This back-and-forth discussion lasted over an hour, during which my elderly mother-in-law, who had a separate, fully paid booking, was also denied access to her room. When I questioned why she was being held up despite having no connection to my booking issue, Andres responded that she might "sneak the kid to her room." I was utterly shocked by this insinuation and the lack of professionalism it represented.The most distressing aspect was the complete lack of empathy and problem-solving displayed by your staff. Despite my repeated requests to allow me to pay for just one night until I could resolve the issue, I was met with resistance and a dismissive attitude. When I finally requested to speak with a manager, the supervisor who arrived initially feigned empathy before bluntly stating that I was not in a position to make demands.

Food was fresh with good choice rooms comfortable

Size of the complex had a long way to main pool

the water pool for the kids was great, there is a kids club right next to it with some decent games and toys. the shows at the theatre and the plaza were very good, the main swimming pool was also good although we were mostly at the kids pool. the ice cream for kids was great too although the quality of ice cream wasn't great.The family room was also very good with bunk beds and hot tub.

the kids club only takes kids less than 4 years old for two hours between 1-3pm . this wasn't of much use for our 3 year old son. The food at the buffet only had 1-2 main course dishes for vegetarians which meant my wife who is vegetarian only had salads and fruits. Most dishes were pork and beef and 1 chicken dish usually so that wasn't ideal as well. The buffet and food quality was a let down on most days. The beach had lot of sea weed which kept my kids away from the beach and meant we couldn't spend as much time on the beach as we had hoped for.

The property was very clean a lot of restaurants and buffet, transportation from the rooms to the beach pass by very often. Installation is huge. A lot of pool area you can enjoy. Good music streaming at all times, a lot of activities for kids and families.

The staff is the worse, no one seams to know anything. Service and information at the concierge is horrible. They couldn’t provide us with a map of the installation. You get to know places to go by walking and talking to other guests. The bufete in the kids section has the worse service and food, we got there in lunch time food was cold when we asked why, immediately the food stations were turn on, one of the guest there told us that was normal, the food there was always cold and not quality at all,They have few restaurants and you need to make reservations prior, don’t even think you can make reservation for any of the restaurants same day you check in, the only way is by buying a bottle of tequila and you get a table at any of the restaurants otherwise no table available for you. They have an attire code to go to the restaurants. The rooms are very clean. We made our reservation thru booking they said 3 queens bed, when we got to the hotel they were bunk beds.

Excellent restaurants and the Family Kids Club is amazing! The carers there are fantastic with kids.

The whole staff are aggressive and lack respect as they are usually at capacity. You need to take care of your belongings because they are thefts and blame the passengers for lack of attention to the signs of "take care of your belongings".They rarely intervene with drunk people making trouble.

Good choice of restaurants besides buffet, beach restaurant and tacos at the poolAmazing shows, several pools, tennis courts

Beach is a bit disappointing , rocks to enter the water and for the size of hôtel a bit small…it is often hard to find a spotGetting a spot at one of the restaurants is not easier

The property is very clean, the lawn well maintained and they always doing new things to improve it. The rooms are spacious and have all the amenities you need. On the family club they have everything just for the kiddos including a water park, buffet and ice cream shop. A couple of buffets and a la carte restaurants. They do shows for kids and games for adults. The beach is private with a lot of beach chairs a bar by the beach and it was really clean. There’s like 5 pools and 3 of them have a swimming bar. Overall I really enjoyed my stay.

They should improve the food. Not the quality because it was good but the variety of food because every day they offer the same food and I would like to eat something different each day. I went to the steak restaurant and I didn’t like it because they don’t know how to cook the meat they burn it and they should add more sides to the menu for people like me that likes loaded mashed potatoes with the meat.

My 4 year loved the kid’s pool area. There was enough variety of food for kids or picky eaters to find something to eat. Was able to rent a stroller for the week for my 11 month old, which was great, they also had a crib for her. My little guy loved the little extras they provided for the kids.

The kid’s pool was closed for repairs at the beginning of our stay, which we did not know, but it opened quickly and became a fav spot for our 4 year old. But lots of other options for pools/swimming when it was closed.

Comfort rooms, well kept hotel areas, lots of people taking care everything works well and looks nice. Decent food.

The common areas are very well maintained, staff was nice and food was good in most restaurants. Entrance to non residents of the family club is not allowed in kids areas.

The princess family club Riviera is supposed to be made for families with little ones. Nevertheless, it was sad to see that it is not prepared for the parents to enjoy the maximum of their holidays: kids restaurant has awful food, kids swimming pool has no bar nor food, no evening kids show, almost never saw the animation team, etc.We selected that hotel especially because it was a family friendly hotel but once in there you realize that they don't really care about families nor their comfort.Last but not least, the daily clean up in the room was very badly made/superficial and we never had it clean again after the first day.

The facilities are suitable for children, and the staff is super friendly, especially Karla (Concierge), Rocio (Reception), and Ricardo (RH Family Club) you rock guys.

The service at the snack bar is not good, and the food at the pirate buffet leaves a lot to be desired even though it is a restaurant focused on children.