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“Fabulous Location, but staff poor at coping with problems”
Review of Gran Porto Resort

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Gran Porto Resort
Ranked #30 of 209 Hotels in Playa del Carmen
Certificate of Excellence
Cheshire UK
Level Contributor
15 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“Fabulous Location, but staff poor at coping with problems”
Reviewed 14 March 2014

We were recently invited to join a wedding party, staying at this hotel on the beach. Over 30 guests, all of whom stayed from 3 nights up to 7 nights - i.e a huge income for the hotel.

We booked an "Ocean-View" room, but when we checked in they did not have it available, and we were put into a small, dark, badly facilitated room, about a quarter mile walk from "ocean-view". That room was worse than a seedy city down-town motel room. We were moved to ocean-view for the last 2 nights, but no amount of persuasion would allow the management to consider a discount or refund. Instead we were offered a $60 credit for specific wines, services, etc which we had no time to use because were checking out, back to UK. That was all a LOT of aggravation.

Otherwise, a very large and busy hotel in a marvellous location with great facilities, right on the beach. The wedding was all A1.

Cons: Lobby reception understaffed. Staff that were there seemed unable to make sensible decisions, and their English was relatively poor. Pool is short of shade - insufficient umbrellas, and no shade on the beach except cabanas which were always full.

Room Tip: DO NOT ACCEPT any room with a number in the 500s unless you are paying peanuts !!
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  • Stayed March 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank keithmervyn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GranPortoReal, Gerente at Gran Porto Resort, responded to this review, 15 March 2014
Dear keithmervyn

Thank you very much for your recent visit and for taking the time to post your review. We are truly sorry to read you did not enjoy your stay with us. Please rest assured that we will share your valuable feedback with our team for our improvement and in order to achieve our guest’s entire satisfaction. We also want to mention that all our reception staff have an excellent command of the English language.
Once again thank you for your recent visit and we sincerely hope to have the privilege to welcome you back in a near future.

Sincerely,

General Manager
Hotel Gran Porto Real.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
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  • Value
  • Cleanliness
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Summerland, Canada
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 13 March 2014

We spent 4 nights at this hotel in the beginning of March.
Our room was spacious, had everything we needed and was immaculate.
In fact, the whole facility was totally immaculate, better than most hospitals I have seen in Canada!
The food was very good at the buffet and the restaurants were outstanding. The pool was large, a perfect temperature and the water and pool area were very clean.
Many activities are included and a large assortment of outings are available.

Room Tip: We had an ocean view suite and could lie in bed and look at the ocean and the pelicans flying around...
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  • Stayed March 2014, travelled with family
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Helpful?
1 Thank Robin W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GranPortoReal, Gerente at Gran Porto Resort, responded to this review, 14 March 2014
Dear Robin W

Thank you very much for your kind comments. We are glad to hear that enjoyed your stay. It really makes us feel good when we learn that we have been successful in accomplishing our mission of making your vacations unforgettable.
We hope to host you soon once again!

Sincerely,

General Manager
Hotel Gran Porto Real
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 12 March 2014


The sports and entertainment team were very friendly and quite fun. Whether it was a game of bingo or tequila volleyball. The staff were also willing to real are to the guests, teach me a little Spanish, play chess, and eat lunch with me. In pictucular I would like to thank Verlain, Michelle, Osbaldo, Arturo, Jesus and Omar.!!!!!!

  • Stayed March 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank AlexWhitty
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GranPortoReal, Gerente at Gran Porto Resort, responded to this review, 13 March 2014
Dear AlexWhitty

Greetings from GRAN PORTO REAL Playa del Carmen! Thank you for taking the time to share with us your experience. Your kind review is truly appreciated. We hope to have the opportunity to host you again on your next visit to the Caribbean to pamper and "Exceed your Expectations"! just as all our distinguished guests deserve.

Sincerely,

Nicolas Vazquez
General Manager
Hotel Gran Porto Real
nico@realresorts.com
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Traverse City, Michigan
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 12 March 2014 via mobile

My wife and I just returned home after spending 5 days at the Porto. This was our 27th or 28th stay. We have had many good times at this hotel over the years mostly because of management and the people!!! Nico thank you very much! I can't mention everybody who makes our trip enjoyable, you know who you are from Freddy and his crew, Theresa and the girls, Miguel, David, Felipe and all the bartenders, Ivancito, Delia, Eliezer, Jose, Jesus, and all the waiters and waitress. Thelma in housekeeping and Verlaine and the entertainment crew. Gracious!!

Like everything nobody is perfect. The people at check in we're not very friendly. The girl who checked us in acted like we were bothering her and could care less if we stayed there. The new food and beverage manager has made changes that we believe has been for the worst. No toaster and small paper napkins! You can get get a couple toasters at Mega for a few dollars. The quality of food was like it was 10 years ago!

We hope your partnership makes the Porto better without sacrificing the things that made it a great hotel!

Stayed February 2014, travelled as a couple
Helpful?
1 Thank PonchoAdelita
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GranPortoReal, Gerente at Gran Porto Resort, responded to this review, 13 March 2014
Dear Mr. Pancho and Ms. Adelita

Thank you from the bottom of our hearts for your review. It was absolutely our pleasure welcoming you back to your home away from home and we will always be honored of hosting such distinguished and kind guests as you are. It will be my pleasure to pass your wonderful comments to the members of our staff who exceeded your expectations and provided you with remarkable service.
Once again thank you and we are looking forward welcoming you back to your second home Gran Porto real Playa del Carmen.

Sincerely,

Nicolas Vazquez
General Manager
Hotel Gran Porto Real
nico@realresorts.com
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St. Albert, Canada
Level Contributor
10 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 12 March 2014

We are Real Club members and our home resort is the Royal and Gran Porto in Playa del Carmen. We really like the traditionally decorated Porto and the staff is always very good to us. We always get a great room and prefer the family suites as they are ocean front. The beach walkouts are also very good. Try not to get an "ocean view" as they are along the back beside the service street where all the workers busses and cars drive (very noisy from 5 am and at midnight/1 am). The pools are not heated but super clean. Go upstairs to the little gem of a sushi bar and then the hottub on the roof (only heated pool). Beach and bars always have a seat and servers actually serve you, and repeat return. Great resort for kids and toddlers - we even had a crib and bunk beds in our room. We love the fact that shopping, banks, Wal-Mart and other shops are a block behind the hotel on 5th avenue. You can get t-shirts for $5 and extra sunscreen for $4 rather than $20 in the giftshop. Be wary of the vendors they bring in on craft night as they are 10X the price for the same stuff! Try taking a few excursions out as they are a lot of fun, although pricey but they are no cheaper at the gate or online. Our favorites are Xplor, Xel-ha, Xcaret, catamaran, snorkeling. Lots of activities for kids to do and there is a kids club for 4-12 yr olds. If you have the chance to upgrade to the adult resort, Royal, next door - do it, you won't be disappointed (just be sure to get an ocean front room for the same reason stated earlier).

Room Tip: Choose an ocean front room or a beach walk out. Always get an "inside" facing room as the...
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  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank jody41
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GranPortoReal, Gerente at Gran Porto Resort, responded to this review, 13 March 2014
Dear jody41

We really appreciate your kind words and thank you again for staying with us. We take a lot of pride in our hotel and services and it really makes us feel good when we learn that we have been successful in accomplishing our mission of making your vacations unforgettable.
We hope to host you soon once again!

Sincerely,

Nicolas Vazquez
General Manager
Hotel Gran Porto Real
nico@realresorts.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 10 March 2014

It was amazing here at gran Porto real, wish I could stay forever. Thanks to the excellent sports and games staff for the great times Arturo, osvaldo, verlan and Jesus are really nice guys, but my favourite is King Arthur because I Loved to play beach volleyball with him and the rest of the group, the bike tour around playa is amazing and the staff in gran Porto real are fantastic. We will be back soon I hope so...! Thank you for everything guys! ;)

  • Stayed March 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Kkorab19
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GranPortoReal, Gerente at Gran Porto Resort, responded to this review, 11 March 2014
Dear Kkorab19

Thank you very much for sharing with us and all others your experience. Please rest assured that the staff members you have mentioned in your review will all know what an outstanding job they are doing for our guests.
We look forward to welcoming you again in the near future!

Sincerely,

Nicolas Vazquez
General Manager
Hotel Gran Porto Real
nico@realresorts.com
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Edmonton, Canada
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 10 March 2014

This trip was from Feb 09th to 22nd, last year I wrote a review after 4 weeks in Mexico which included 2 weeks at the Gran Porto, over 4200 people read that story, this is our 2014 experience.

We’re Platinum Members with over 400 weeks, we used up our 6 certificates so this year we took advantage of the early promotion rates (Porto $115.00 PPN) that was emailed to members in August 2013. I used my Cdn M/C to get AirMiles but paid approx. $62.00 more as the hotel billed in US funds, from now on I plan to use my US MasterCard and save some bank fees on exchange. We decided to try going later & come back home when the weather was warmer, didn’t happen, when we arrived back in Calgary, AB on March 02nd it was -26C, snowing & blowing.

This year we stayed for 3 vs 4 weeks and spent 2 weeks in Playa & 1 week in Cancun at the Gran Caribe. Unfortunately, there were no room upgrades available for a 2 week continuous stay at the Porto, so our new Members rep. Emilia Safer upgraded us to the Royal next door in a basic junior suite for $40.00/day. We were in the back area of the hotel on the 4th floor, room #763, over the Mediterranean Rest. facing the pool with a tiny ocean view. The room was nice so it wasn't worth paying another $40.00/day to get closer to the ocean or a better view.

We arrived at the Royal in Playa at 2:30pm, checked in at the member’s desk with Nancy, our Members Desk contact was Yali Perez, she was new and went out of her way to try to accommodate us. One benefit of staying at the Royal is we had access to all the restaurants at both the Royal & Porto. Being members, Yali got us a special invite to dinner at the Chef’s Table, which is different than the Chef’s Plate. The Chef’s Table is located in an area in the kitchen that services Maria/Maria’s, Chef’s Plate and Spice Buffet. We got a tour of the kitchen operation and enjoyed fine dining with 3 other Cdn’s, Yali and two other hotel staff.

The Members desk requested we take the opportunity to get another 90 minute presentation to update our contract and get new info on the Hyatt Ziva in Los Cabos. We reluctantly agreed to meet with one of their sales reps for 45 minutes or less. Johann was the 10th person in the past 4 years that provided us information about their program and this time the new hotel. We did not extend our RCI membership and Interval is not part of our contract, he wanted another $6K to upgrade from Platinum to Royal which would include Fly-Cash back of $500.00 person/credit for 5 years & both RCI & Interval would be included. We declined as their program still does not fit our shoe size. We also found out that the staff in the member’s office receive a small fee for any existing member they get to attend a presentation, that explains the continuous sales pressure.

The remainder of our stay at the Royal was wonderful, we also got a notice that US News & Work Report (whoever they are), ranked the Royal in Playa as one of the top 10 hotels in the PdelC area, we would agree.

Hotel staff that made our vacation memorable this year, were.

Emilia Safer, Yali Perez & Marcus Vallado – Real Club Members Office

Head waiter Diego, Magali Hostess, Chef Pastor, Antonio & Agustin from Maria Maria’s

Katie with the sport & activity staff.

Aracely Gomez for her towel art & housekeeping and the remainder of the staff who work so hard in the restaurants, bars, beach and pool area.

Muchas gracias,

David & Patricia

Room Tip: If you get the opportunity try a room upgrade and move across the street to the Royal, I don't b...
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  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank David W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GranPortoReal, Gerente at Gran Porto Resort, responded to this review, 11 March 2014
Dear David W

Thank you very much for taking the time to post your review on Trip Advisor. We hope to have the opportunity to host you at the Gran Porto Real the next time that you came to Playa del Carmen and to provide you with a truly unique vacation experience.

Sincerely,

Nicolas Vazquez
General Manager
Hotel Gran Porto Real
nico@realresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Gran Porto Resort

Property: Gran Porto Resort
Address: Constituyentes No. 1, Playa del Carmen 77710, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#17 Top resorts Hotel in Playa del Carmen
#22 Spa Hotel in Playa del Carmen
#25 On the Beach Hotel in Playa del Carmen
#25 Luxury Hotel in Playa del Carmen
#56 Romantic Hotel in Playa del Carmen
#58 Family Hotel in Playa del Carmen
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Gran Porto Resort 4*
Number of rooms: 287
Official Description (provided by the hotel):
On a beautiful, protected stretch of pristine beach in the heart of Playa del Carmen stands the spectacular Gran Porto Resort, just steps from Fifth Avenue's shops, clubs, and restaurants. Architecturally reminiscent of one of Mexico's finest haciendas, the resort welcomes couples, families, friends, and colleagues to the warm Caribbean breezes and azure seas of the Riviera Maya, where guests can experience the region's cultural heritage, relish all-inclusive luxuries, and enjoy genuine hospitality. ... more   less 
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Also Known As:
Gran Porto Real Hotel
Gran Porto Real Playa Del Carmen
Hotel Gran Porto Real
Gran Porto Real Resort Spa
Porto Real
Grand Porto Real Playa Del Carmen
Gran Porto Real Mexico
Gran Porto Resort Mexico/Riviera Maya - Playa Del Carmen

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