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Reviews (7,406)
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Reviewed 15 October 2017

My husband and I were here for a wedding in October 2017. Having never done the all-inclusive thing, I wasn't sure what to expect. However, it was a fun experience, and I felt I got good value from the resort. Restaurant food quality was pretty good (I am vegan and gluten-free, so I am probably not the most traditional resort guest from that perspective; however I had no issues with food). Staff members were cheerful, helpful, friendly, and very responsive. It was also a very clean resort - no small feat with all the sand and humidity.

The only downsides were not tons of people our age (late 20s) - it was mostly the 40+ crowd. Also, a few of the restaurants were closed while we were there. Otherwise, it was a great experience.

  • Stayed: October 2017, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank Michelle W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ITManAdvisor, Director de Relaciones Públicas at Golden Parnassus All Inclusive Resort & Spa Cancun, responded to this reviewResponded 16 October 2017

Dear Ms michellewR3578GB

First of all thank you for choosing Golden Parnassus Resorts and Spa to spend your vacation and also thank you for taking the time to share your experience.

We are very pleased hearing that you enjoyed our high quality customer service, facilities and the entertainment staff; It is always our main goal to exceed your expectactions.

It would be a pleasure to welcome you back in the future to provide you an unforgettable vacation; do not hesitate to contact us for any additional information on your next visit at info@goldencancun.com

Kind Regards

Chief Concierge

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 October 2017

The staff was great! No notice of the pool or one of the nicest reastuants were closed.
Could have been comped (more than just free wifi) we are on vacation, getting away from those type things)). But hey, it was just a 25 year anniversary gift to my wife.
Apple vacations not gonna use you again! Never met your rep at the hotel at all.

  • Stayed: October 2017, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Review collected in partnership with this hotel
4  Thank grantb833
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ITManAdvisor, Director de Relaciones Públicas at Golden Parnassus All Inclusive Resort & Spa Cancun, responded to this reviewResponded 16 October 2017

Dear Mr grantb833

First of all thank you for choosing Golden Parnassus Resort and Spa to celebrate your 25th wedding anniversary. We appreciate all your comments, it is a priority for us to fulfill the expectations of our guests, you must know the information you are sharing is priceless.

We are glad you had a good time and of course we will be taking this as an opportunity to improve our service, standars and facilities.

We are deeply sorry for the inconvenience that this event could cause you, we are working in order to offer you the best time ever.

We will be honor if we can welcome you in the future to enhance the experience about our resort.

Sincerely

Chief Concierge

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Reviewed 15 October 2017

The resort didn't inform any guests that the swimming pool was closing for major maintenance for the majority of our trip. The ocean had red flags all days due to Hurricane Nate so swimming in the Caribbean was a life threatening option. Staff/bartenders were good as was hotel staff. One of the two elevators is still out of order! One of the restaurants was closed for renovation.

  • Stayed: October 2017, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
8  Thank THOMAS KENNETH W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ITManAdvisor, Director de Relaciones Públicas at Golden Parnassus All Inclusive Resort & Spa Cancun, responded to this reviewResponded 16 October 2017

Dear Mr THOMAS KENNETH W

First of all we would like to thank you for staying at Golden Parnassus Resort and Spa, it is very important for us to have your feeback in order to improve our service, standars and facilities.

We deeply apologize for not fulfilling your expectations. You must know that we shared this information with all the people involved so we can take actions right away.

Unfortunately during your stay we were in need to close the swimming pool because of an important leak/lost of water that needed to be located and fixed as soon as possible.

We hope you may allow us the opportunity to provide you the best vacation in the future.

Kind Regards

Chief Concierge

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Reviewed 14 October 2017 via mobile

I can't believe the 180 that has taken place here. We are here right now and the pool is drained and without tiles. The employees have been obviously coached to avoid answering the question of why the pool is not working. The Standard response is we have a natural pool right out there pointing to the ocean. On top of that, I headed to the spa to inquire about having a massage and facial only to find out that they're closing tomorrow for the next 2 to 3 weeks. An all-inclusive resort without a pool without a spa?????? WeWe arrived today and are here for 10 days..... very disappointed. I can only hope that the food doesn't let us down as well!

Stayed: October 2017, travelled as a couple
11  Thank Patti S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 October 2017

Over the years we have been to GP many, many times. Each time something has been discontinued. At check-in you were greeted by a representative that told you about the resort. Where the restaurants were located, which days they were closed. What evening the poolside party would be held. And answer any questions you may have. Now, the bellmen seat you and take your passports, a front desk associate comes to complete the check in. Because of our frequent visits, we figured they just didn’t bother with a standard resort intro speech. We found out, they don’t tell anyone, anything. Newly arrived guests asked us where to find the Old Barn steakhouse.
It used to be at Shangri-La when you were seated you were greeted with a small glass of champagne with a cherry in it. They used to serve sorbet between courses. Those days are gone. Too bad, it was a nice touch. On our October 2017 visit, Shangri-La was totally closed. Supposedly there are kitchen renovations going on. Pier 12 used to have an a la carte breakfast option. That no longer exists. We assume they stopped serving breakfast because it was never very busy. Of course, it wasn’t busy, no one was told it was offered. If you didn’t self-explore the resort, you would not know.
Paradise Buffet for breakfast & lunch is good, you won’t go hungry. Old Barn is so-so, we keep trying and each dinner there is a disappointment with one of the meals. The worse thing is we went there for our fourth dinner of the week and as the other three dinners, we brought our own bottle of wine. (The house wine is really bad. The upgraded for purchase wine has names we never heard of.) On this occasion they told us to serve our wine there was a $10USD charge. That is outrageous. It is not like we asked them to decant a vintage wine. We were at the Old Barn a couple of nights before, again with our own wine and nothing was said about it. The server received a nice tip, everyone was happy. They should serve our wine in lieu of not drinking their alcohol that is included with the all-inclusive rate we paid. We took our bottle and left. They hurt the server because he did not get a tip from us.
The bartenders are excellent. They do not short pour unless you ask. The booze is not watered down nor unknown brand put into a brand name bottle. They do not have all the top shelf brands, but they have what most people drink. If they should run out of a brand, they will get it from another bar. It may come in a glass until their regular stock delivery arrives and maybe that is what some people see and do not know what is really going on.
Housekeeping was haphazard. Some days the room was serviced in the morning other days in the afternoon. Some days you had fresh toiletries other days not, same with coffee. No towel pets or artistic arrangement of the bed linens. Make the bed, change the towels, wipe things down, damp mop the floor, collect the tip & go to the next room.
The absolute horrible example of customer service is the lack of communication from the resort management to their paying customers. They closed the pool on our second day. No warning, no notice, no alternate accommodations offered for the inconvenience. The story was an emergency repair was required, it will be three days, eight days, number of days depends on who you’re talking to. Re-tiling a pool is not an emergency. It is a schedule renovation. There were no notes sent to the room, no notices posted, they did not tell the current nor arriving guests.
The resort is all adult and comparatively small. We go there to chill out, escape routine. We have made several friends there and when possible, socialize with them outside the resort. They realize we’re on vacation and we realize they get just one day a week off. We continue going there because of these friendships, but I’m not sure how much more goodwill that will provide before we look for another resort.

  • Stayed: October 2017, travelled as a couple
    • Value
    • Sleep Quality
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8  Thank clg28
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ITManAdvisor, Director de Relaciones Públicas at Golden Parnassus All Inclusive Resort & Spa Cancun, responded to this reviewResponded 16 October 2017

Dear Mr clg28

First of all thank you for your loyalty to Golden Parnassus Resort and Spa and for taking the time to share your comments.

It is always nice to see returning guests in the resort because you truly become part of our family, you must know how important all your comments are and we assure you all these have been transferred to the people involve in order to take actions immediately.

We apologize for not having the swimming pool available during your stay; we were in need to close it because of an important leak that needed to be located and fixed as soon as possible.

Hopefully you will give us the opportunity to be the host of your next visit to enhance the perception of our resort.

Respectfully

Chief Concierge

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