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“Defiantly not up to par with 5 star rating”

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The Royal Suites Yucatan by Palladium
Ranked #3 of 23 Hotels in Akumal
Certificate of Excellence
GreenLeadersSilver level
Edmonton, Canada
Level Contributor
54 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 125 helpful votes
“Defiantly not up to par with 5 star rating”
Reviewed 10 January 2010

In relation to just the Royal suites area we were not overly impressed with the accomadations and ammenities that are offered.
The resort itself is huge and the grounds and common areas are beautifully manicured and kept very clean. We arrived in the late evening and check in was good then taken to our room 6906 ground floor corner suite. The room was very spacious with a living room, large bathroom with shower only and bouble sinks which was nice to have. The toiletries supplied were nothing special ,basic cheap soap and shampoo. I had brought my own soaps and small hair product samples from home but they kept taking them and replacing them with the hotel products. We had 2 balconies, one of the living room and a larger one off the bedroom that had a huge jacuzzi tub on it and a couple loungers. The furnishings were pretty basic with an old mexican flare and the couch and chairs had stains. The drapes in the bathroom were filfy. The bed linens were clean but nothing i haven't had in a "Mexican no tell motel" type of accomadation.

Our fridge didn't work, no towels, phones didn't work, no stocked hard liquor upon arrival. These things were all fixed the next day. This particular suite was on the corner with a foot traffic bridge right outside our balcony with the Jacuzzi but also looked right into our bedroom. There are curtains on this balcony for privacy but due to the extreme winds all week we could never get them to stay put. Otherwise you had to have them closed 24/7 or everyone walking by could see into your bedroom so this made the room dark and dingy all week. Same thing in the living room as the canal passes by were people canoe and the boat takes people on rides. I am sure other units would be better located but this one was just awful. The last 2 days they were working right outside our balcony all day on the grass.

The entire time we were there we never once saw a butler at the desk of our complex. We went to the Royal lobby reception for amything we needed which totally defeats the purpose of having a personal butler? The service within the Royal section was very good and they do go out of there way to please you. I didn't find the food in the Royal dinning room to be over the top but it was ok and the service was good. We could not dine every night here as it was just to limited but with that being said, the food offered throughout the rest of the resort was pretty much cafateria grade and the service was the worst we have ever experienced. We waited up to 1/2 hour for a la carte seating. You have to go eat in the buffet at lunch as they have no food service in the Royal section during the day except for packaged sandwiches.

The pool in the Royal section was nice enough with loungers and bali beds. At times it was busy but otherwise it was quiet. The waitress here deserves a metal as she bartends, tries to serve the drinks and run for sandwiches, ice and condiments when needed. She doesn't always have the time to go around and take drink orders so i found many people hanging out around the bar. They need some bar stools at the bar to hang out and mingle otherwise your just standing there putting in your drink order.

The section of the beach for the Royal suites was nice with bali beds and the waitress here was excellent all the time. The only thing is if you wanted to sit up on the actual beach then there was no Royal section but the waitress did always try to get out there if she knew we were sitting there and i appresicated that. Otherwise you had to stand in a huge line to get drinks from the bar. The other 2 pools on the grounds were huge and looked nice but one was 5 1/2 feet deep everywhere ( probably a personal issue but i am ony 5 feet tall ) the other was 4 1/2 so better but both were cold due to the weather. No drink service at either of these pools and it can be a hike to the bar as well no drink service on the beach. The Royal beach section was just to far from the suites themselves. We had room service one morning which took over an hour and the food was cold.

The cart system was great if you get on at the Royal section but trying to get on at any lobby was like a mad rush as everyone was able to ride. Once did we have a driver actually tell people they had to have silver bracelets after we waited for 3 golf carts.

Although i knew how big this resort was when i booked, i am thinking that it just isn't what we like. A resort of this size just can't offer personalized service and quality food. With that being said we have stayed at the Aventura Spa Palace which is also huge but never once did we have to get up for a drink and the food was fantastic with quality chefs. Lesson learned i guess but this resort just wasn't for us and paying extra for the Royal section just doesn't add up. The rooms in the Kantenah section right along the beach where the Royal section is looked nice and would have done just fine if you could be assured a room there then i believe this would be a good location

  • Stayed December 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank 4_the_record
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Sellersburg, Indiana
Level Contributor
15 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed 10 January 2010

This was our first trip to The Palladium. We stayed in the Royal Section building 70 room 7004. The room was very nice, loved the huge jacuzzi tub on the terrace! Overall we had a great time, the grounds were beautiful and loved the beach! Being in the Royal Section, I expected a little more. I have read about the butlers...is this the person who sits at the desk at the entrance to your building? If so ours was a woman who was always on her laptop and would only look up if I spoke first. But that is okay..we never needed anything!
My biggest complaint was the food! It was not very good, I got a hotdog from the snack bar on the beach(I thought "how can you possibly ruin a hotdog") well it was horrible! The Ala Carts were not great either. I was especially disappointed in The Royal Section Restaurant El Jardin. I have read so many good things about it. This is one example from our week stay: We arrived for dinner at 6:15pm (soon after opening). There was only one other couple at that time. Fondue was on the menu for the night, a cheese fondue, a meat fondue, and a chocolate fondue. I ordered the cheese fondue and my husband was going to order a steak. The waiter told us that fondue was for a couple not just one person...no problem, we both ordered the cheese and meat fondue. About an hour later the cheese finally came, in consisted of a slice of white and wheat bread cut into triangles and tasted really good with the cheese. We kept waiting for the meat fondue and had to get the attention of a waiter to inquire. We were then told the cheese was our main course, you can only have 1 fondue. So we have been here going on 2 hours and have had 2 slices of bread! We asked if we could order something else off the menu and were told we had our main course but he would ask. Finally we get the meat fondue...and it was good! We left at 10pm that night. The rest of the week, we were treated poorly at El Jardin. I do realize we were there during the off-season. I guess the good thing is that I didn't gain any weight that week!
We are planning another trip to Riviera Maya in the fall, I would give The Palladium another chance only if I got a great deal, just because the grounds and the beach are so nice.

  • Stayed December 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Marsha K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Virginia
Level Contributor
54 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
Reviewed 8 January 2010

We wanted a luxury all-inclusive week near Tulum, and the Royal section of this Giant Palladium resort complex was the most highly-rated hotel by Tripadvisor readers in this area. Gee, thanks, guys.
Positives: Great beach, all facilities kept very clean, staff for the most part very good, nice spa, environmentally sensitive landscaping and grounds.
Negatives: The whole frou-frou about the "Royal Suites" section of the resort being superior/exclusive is just ridiculous. You are simply staying at the quieter end of a huge, tacky family resort. Rooms are nothing special. In many ways you are better off booking at one of the other four giant hotels in the complex (they are inter-changeable and vast, with no effort made to distinguish or brand them).
But by far the biggest negative is the FOOD across the entire Grand Palladium resort, which is just appalling. The so-called a la carte restaurants are the worst. If you ever attempted to serve these grisly, grey chewy scraps of "grilled meat" to a Brazilian in that specialty Brazilian restaurant, you might not survive. The "Japanese" restaurant has miso soup which is nothing more than beef broth with soy sauce; not a hint of miso or seaweed. The yakitori was just refrigerator-cold chicken chunks and pork meatballs on a skewer The "Chinese" menu begins with chop suey (I kid you not) and descends from there. Management contrives to limit use of these "fancy" a la carte restaurants at all times by telling diners the wait will be 90 minutes (while the place remains 50% empty) and spacing the tables very far apart. Oh, did I mention that we Royal guests don't have to wait in these lines, though? We get whisked right in to enjoy our yakitori and rubberized "chocolate mousse"! Mmmm.
The only way we survived the week was by picking at the gigantic buffets. Guacamole and salsa are great!
What's going on here? Previous reviewers often praised the food at the Grand Palladium. Has the bad economy and bad tourist season forced management to switch to prison food?
Some of the guests thrive on a diet of 100% liquor, so perhaps that's the real secret to enjoying this "gourmet" "five star" experience...

  • Stayed January 2010, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank rhrjruk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
michigan
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 5 December 2009

Can't say enough good things about the Grand Palladium in general and the Royal Suites specifically! This was our third trip staying in the Royal adults only area. The service is excellent in this section of the hotel. From the attentive check-in staff to the bartenders, cart drivers and butlers you are made to feel like they are happy to have you in their "home". The jr suites and suites are fabulous, huge spa tubs on the balconies, rooms are spotless and frig and bar and always full. Loved the smaller pool, lobby, and restaurant specifically for Royal guests while having access to everything else in the huge resort as well. Don't miss the salt water pool area. You could easily spend two weeks at this resort trying out all the buffets, ala carte restaurants, beach bars, as well as exploring the areas many pools, beaches, lobbies and paths.
The wedding coordinators are really good! They went the extra mile to make sure everything was beautiful for my daughter's special day. Wedding ceremony at the beach gazebo was breathtaking - covered chairs, rose-petal walkway, great Justice of the Peace, champagne toast. Transportation was waiting to take us to the cocktail reception which was also set up to perfection - special welcome drinks, music playing, appetizer buffet looked and tasted great. Then the wedding supper on the patio at Portofino - again it was beautiful and delicious and the service was fantastic. The spa did a great job on bride's hair, bridal party manicures and massages. Thanks to all the wonderful people at Grand Palladium!!! Can't wait to return and be weclomed "home". Hope all is well Pedro and Vienely!!

Thasnk

  • Stayed November 2009, travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank mommaMichigan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DtorAdjunto, Director de Relaciones con Clientes at The Royal Suites Yucatan by Palladium, responded to this review, 25 January 2017
Dear Guest,

Thank you for your nice feedback regarding your stay at the Royal Suites Yucatan

We are delighted to note that you had a pleasant experience on our lovely resort years ago. It’s always a pleasure when our guests have a wonderful time with us.
We appreciate your kind tone and look very forward to welcoming you back again in the near future to show you the newest development and progress.
Best regards,
Grand Palladium Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
vancouver
Level Contributor
19 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 20 November 2009

It was our first trip to Mexico, the Riviera Maya is a wonderful spot.
I had read many, many reviews from different hotels, and was blown away by the reviews of the Grand Palladium, since we were going to celebrate our anniversary I decided we would stay at the Royal Suites for Adults only. It was fantastic, although I would have been happy staying at any of their 4 other hotels.
Service is more than 5 stars, they cater to any whim you might desire, they are there to serve and so happy doing it.
Our room was very spacious, absolutely inmaculate. It definately was more than we expected.
We stayed in a Royal Mayan Suite Cabana 7205.
Every morning we would get up and could feed the fish right out of our deck.

We tried a few of their a la Cart dinners, the ones we realy enjoyed was the steak house and the Italian restaurant. Buffets for breakfast & lunch were fantastic with many choices. Impossible to get tired, since there is such a variety.

Their evening shows were great and very entertaining.

The beach was gorgious and since we are beach lovers this is were we spent more of our time. However the pools are very nice also.

We are planning to go back, this time with our kids, so we will be staying at one of the other resorts, I know we will have a great time, we noticed they have lot's of kids activities as well.

If you need more info on this resort, go to http://www.palladiumaddict.net./

  • Stayed October 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank vancouverfuntraveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DtorAdjunto, Director de Relaciones con Clientes at The Royal Suites Yucatan by Palladium, responded to this review, 25 January 2017
Dear Guest,

Thank you very much for your friendly review. We are very pleased to have made your stay a special and memorable one!
It makes us happy to know that you had a wonderful vacation and we were able to live up your expectations! Thank you for sharing.
Your home away from home awaits you next time you are in Mexico, and show all the newest renovation and progress

Best regards,
Grand Palladium Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Portugal
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 18 November 2009

What a fabulous, fabulous hotel resort. I used to spend weeks at a time in Puerto Aventuras back when ReMex owned the place. Although it has changed, the fishing is still superior.

  • Stayed February 2009, travelled on business
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank SpainSailor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DtorAdjunto, Director de Relaciones con Clientes at The Royal Suites Yucatan by Palladium, responded to this review, 25 January 2017

Dear Guest,

First of all, we want to thank you for choosing us as you holiday provider. Thank you also for sharing your excellent experience at the Royal Suites Yucatan.

We are delighted to know that we were able to exceed your expectations. We are beyond thrilled when our guests have a fantastic experience with us.
Thank you again. We are so looking forward to welcoming you back again in the future to show you all the improvements and renovations in the last years

Best regards,
Grand Palladium Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Ontario
Level Contributor
26 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
Reviewed 17 November 2009

Stayed for 1 week (Oct 23-30) Royal Suites, room 7031 which is the full suite with seperate living room, two balconies, jacuzzi on the terrace,ocean view. The staff are all great, can't say enough about the servers/bartenders/conceirge/front desk/Renova Spa personel. The last evening of our trip I had to go to the hospital in Playa del Carmen, turns out that I was passing a kidney stone, so I spent two nights in the hospital, missed our flight home. Everyone was very helpful at the Hotel, from getting us a taxi, to accommodating my husband an extra day while I was in the hospital. The Hospital was 5 star!! Great doctors & nurses. A big Thank You to Jose Morgan, Assistant Manager, Grand Palladium Riviera Resort & Spa.

  • Stayed October 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Tropical_Holidays
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DtorAdjunto, Director de Relaciones con Clientes at The Royal Suites Yucatan by Palladium, responded to this review, 25 January 2017
Dear Guest

Awesome! Sounds like you had a splendid trip here at Grand Palladium Resort & Spa. We have succeeded providing a memorable vacation.
Thank you for your feedback. This information has let us know during the years to know what we are excelling in and what we need to work on and we can proudly show a new development with many renovated facilities and a generally resort upgrade.
We appreciate your kind words on our resort amenities. Our staff is always there to assist and make your experience even greater. It’s our hope to be able to exceed your expectations once more.
We feel honored that you would return and can’t wait to see you on your next vacation!

Best regards,
Grand Palladium Team
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 The Royal Suites Yucatan by Palladium

Property: The Royal Suites Yucatan by Palladium
Address: Carretera Chetumal-Puerto Juarez Km, 256-100, Akumal 77710, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Akumal
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Romantic Hotel in Akumal
#1 Green Hotel in Akumal
#2 Top resorts Hotel in Akumal
#3 On the Beach Hotel in Akumal
#3 Luxury Hotel in Akumal
#3 Spa Hotel in Akumal
#4 Family Hotel in Akumal
Price Range (Based on Average Rates): £££
Hotel Class:4.5 star — The Royal Suites Yucatan by Palladium 4.5*
Number of rooms: 130
Official Description (provided by the hotel):
The Royal Suites Yucatan consists of 130 luxurious rooms located in an exclusive area within the Grand Palladium Resort & Spa in the Mayan Riviera. Guest may enjoy first class facilities that include a private lobby with a bar, exclusive swimming pool with Jacuzzi, unlimited dinner reservations at the theme restaurants, private bar with premium beverages, room service, free Internet connection, bar service to the pool sun beds and an exclusive restaurant. For adults only. ... more   less 
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Also Known As:
The Royal Suites Yucatan By Palladium Hotel Puerto Aventuras
Royal Hotel Puerto Aventuras
The Royal Suites Yucatan By Palladium Riviera Maya, Mexico - Akumal

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