This was our second trip to this resort but our first to the Royal on this side of Mexico after having done the Royal in PV last year. What can I say but everything met or exceeded expectations with the exception of the weather.
CANCUN AIRPORT - the airport from he!!. We arrived at the same time as 16 other planes and it took us two hours to get to and clear customs. Our first time ever pusing the 'red" button but it is not all that bad, an extra 10 minutes while someone went thru our luggage but it was rather cursory and over fast enough. Getting from the airport to outside is always a gauntlet and fair warning the greeters that you meet in this area are not there to help you, get you to your transportation, help you find you tour guide or any of the numerous other services that they are offering...they are strictly there to sell you something. Walk thru eyes straight, no conversation and no nothing until you are outside where you will see the proper reps with the travel company signs who will direct you to your busses. An hour and a half drive to the hotel with two stops on the way but that is part of the trip.
A bit of confusion at the drop off at the hotel but once you understand their system it makes sense. We were booked in the Royal Suites but all the paperwork and drop off points AND pickup were shown as White Sands. The busses cannot get to the Royal Lobby so you are plunked here and just get the royal shuttle to take you over. Check in was smooth and uneventfull. We were in the second floor of building 69 as requested. There are three Royal buildings 69, 70 and 71 and I am happy with 69. No ocean view but I don't know if any did but it was quiet and private, one of the other two faced the bridge to our lobby and zero privacy and also subject to the noises of carts and trucks going over it. Big suites with a Jacuzzi tub on the deck and otherwise all standard ammenities, slippers, robes, hair dryers, coffee makers, etc. The firdge was stocked with 1/2 a dozen beer and pop, 4 bottles of rye, rum, tequila and vodka and all were replenished daily as necessary.
The Royal lobby had it's own bar and a few snacks replenished at random intervals. A "way to go" to the Royal bartenders that were always there, friendly and great on the drinks or in my case the cappacino. There were several that worked there but the main three that stand out are Jose Luis also known as Pepe or Ruiz, Estevan and Filberto. Ask Pepe if he is happy with the Jetta that he just bought. The desk staff were by and large very friendly and efficient with anything that we needed. This where you book your A la cartes which we did quite often and never any problems. FAIR WARNING book you ALC's as necessary. They have a system now where most guests cannot book in advance and you will see line ups of up to 20 people at some of the popular ones. We got a few evil looks walking by these lines to the front with our reservations but oh well that is life.
The Royal also has it's own restaurant El Jardin that is open for breakfast and dinner. Meals can either be from the buffet or the menu and both ways work fine. Damien and his staff and there to help and will go that extra step for you and also make a great cappacino. We did several meals here and all we had was good with none of the standard complaints about cold food, service is not fast on menu items but hey you are on vacation.
The Royal has it's own beach section but whatever reason it is at the opposite end of the resort from the Royal Suites. A good fifteen minute walk on the beach or simply grab the always ready shuttle at the Royal lobby to take you anywhere. Private Bali beds and benchs with your own server to bring drinks, my apologies for not remembering her name but she was great, friendly, always efficient and after one day knew our names. No need to bring towels as these are available at the bar there for Royals with no hassle. One tip when are ready to go back to your room, stop at the bar and call the Royal at 8601 to send the shuttle for you ot you may be waiting uo to 30 minutes for it.
A la cartes, too many to list, we tried 8 of the 11 or so and our favorites, were Sumptori(Japanese), Portobello(Italian) and La Adelita(Mexican). Food was good at all of them and for the Japanese make sure you request a Tepanyaki table. These are the tables that get the cooking shows and were well worth it. The shows are not up the same level as home but cudos to Victor who we saw twice who did a very good show with humor and expertise.
Entertainment, shows, stores on the resort are the same as most resorts no surprises. Vendors set up most nights in one or more of the four lobbies and prices were comparable to off resort. Vendor prices were not that much different from what you would pay in Playa. The simple way to get to Playa is walk outside the gate and get the collectivo. They are local shuttle vans that travel up and down the highway, safe and cheap(30 pesos). We used them several times to both Playa Del Carmen in the north and Tulum in the south.
There is a lot more that I could add but many others have covered it. If I had anything to complain about it would be the soso maid service. As Royal we could request specific room times for cleaning that were never followed, in fact on one occasion after 4:00 I had to request the desk get someone to come and do it as the maid was gone for teh day and nada for us. The room cleaning was mediocre but I have learned never to complain about someone who has access to your toothbrush when you are out of the room.
All things considered, maid not withstanding, we would do the resort again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
19 March 2012
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Thank you for your time and your feedback. I appreciate all your good comments and will pass the information to the departments involved on all those aspects we can improve.
I hope you visit us again soon.
Antonio Parrado Rodríguez
Director Residente / Resident Manager
Grand Palladium White Sand Resort & Spa
Grand Palladium Riviera Resort & Spa
The Royal Suites Yucatán
This response is the subjective opinion of the management representative and not of TripAdvisor LLC