Junior suite with sea view sleeps up to five, with two double beds or one king-size and one sofa-bed. Rooms feature a warm inviting colour scheme with polished floors and dark wood furnishings. They have extras like a fan, double whirlpool bath and an iron and board.
Junior suite sleeps up to five, with two double beds or one king-size and one sofa-bed. Rooms feature a warm inviting colour scheme with polished floors and dark wood furnishings. They have extras like a fan, double whirlpool bath and an iron and board.
This was our first time to Mexico, we booked with Thomson and flew on the Dreamliner. Would recommend the premium section as this made the long haul flight more comfortable with quick check in and lounge. However be aware that the additional cost paid does not include the VIP lounge in Cancun with costs a further Â£27 each. Two weeks prior to our holiday we were contacted by Thomson who advised that the coach transfers for the last two weeks have been very heavy and due to this we would be likely to have to wait up to two hours following the flight to get on the coach to the hotel. They recommended we book a taxi at an additional cost of Â£105. This saved us 15mins each way (not worth the money).
On arrival at the hotel was very good the reception staff were very informative and check in was quick. We were advised that to use the safe we had to pay. $95 for 11 nights also we had to pay for the wifi Â£35 a week one device only. Wifi very unreliable and only tends to work in the rooms or lobby. We were taken round on a buggy and shown the hotel areas and our room. We had paid for extra for a sea view. Once entering the room the sea view consisted of two inches of sea above the tree line. Not worth the additional money.
When Questioned the reception about the view they commented that the room was a partial view room. Thomson advised they purchase the room and the hotel decide what you get. Some with a great sea view some with very little. Pot luck.
The rooms are dated and need some refurbishment particularly the bathrooms celling and floors. On the second night we were woken by water running down the walls. When reported the maintenance man arrived wiped the floor with our towels, emptied the bin on the floor and placed it on the side to assist catching the water.
Several hours later we spoke to reception to request a room move and was advised water would dry up when it stopped raining. Not the response you would expect from a five star hotel. After a heated discussion we were offered another room. The change over of the room- safe - wifi and belongings took majority of the day to sort out.
When we went to the new room that night to go to bed the floor was covered in water and the bedding was damp. We called the reception again. The maintenance man called again dried the floor and changed the bed however as he was doing this the water was still coming up through the floor. We pointed this out to him who shook his head and contacted his supervisor who told us to let him finish and call them again later if it continued.
We contacted them again and was told it could be the air con. An engineer called and advised there was nothing wrong with it. He told us that it was due to us using the bath - shower when we told him we had not her rolled his eyes and walked out. We complained again to the rep Majority of the floors around the hotel are tiled and when wet they are very slippery. We witnessed many people falling during our stay.
Food - You have to book the restaurants via the concierge this is when they we were asked what we do for a living and did we have credit debit cards with us. The concierge arranged for us to attend a meeting the next day to enable them to give a enhanced service and preview the new rooms / services this is rubbish it is to sell timeshare apartments on the complex, We cancelled this once and they re-arranged
it even though we advised we did not really see the point of going. Top tip to get out of these meeting without offending advise the staff that you do not carry any cards with you. When we told them this we were told there was no point continuing and they ended the meeting.
The Brazilian, Italian and Japanese restaurants are the best and worth a visits. The buffet restaurant does have plenty of choice however is not the best quality. Mostly cold, very average. BBQ bar and shack serve the best cheesy chips.
Seeing the wildlife around the complex is great, Beach very disappointing, rubbish washed up on shore left for days, pockets of rubbish in trees bushes. Sunbeds need cleaning and replacing.
Evening entertainment good and varied.
Waiting - domestic and bar staff all work very hard and are very pleasant and helpful.
Main complaint about this complex is that they have the better areas roped off. For the exclusive use of the club members. If you are use these areas you are asked to move. The staff can not do enough for these black band members and they get priority over everything. Including special meals put on just for them on the beach. Enhanced menu in the restaurants that non - members have to pay for if they want it. Special buggy's for there use only. overall this made us feel second class.
Considering the problems and response we received and the general quality of the complex we would not return to this hotel. We loved Mexico itself and will be coming back.
Places to visit
xplore - if you like zip lines, swimming, caves and four by fours this is the place for you. Don't book through rep get a taxi 350 peso one way or public transport just outside the hotel 3 peso. Cheaper and a lot less travel as not collecting from other hotels.
Candlelight cruise - Cancun Very good tour adult only.
Akumal - swimming with turtles amazing
Coco Bongo very busy club but well worth. Show / clubMore
Amanda L, Bournemouth, United Kingdom
fantastic hotel and staff, The hotel made our holiday
Just arrived home after 2 weeks at Grand Sirenis and this hotel made our holiday.
The facilities are fantastic, variety of food available 24 hrs in various restaurants from main buffet resturant to Ala carte to 24 hr snack bar, we didnt have one bad meal. The rooms are very spacious, cleaned daily and clean bed sheets every day (bliss).
3 swimming pools ( we didnt discover the 3rd pool until after week one as the place is that big) private peaceful beach, free snorkling, kyacking , shooting,archery and other sports.
The hotel is more a 4 star than 5 star but the staff are definitely 5 star, helpful, polite and always!!smiling.
I didnt feel that there is much to Mexico alot of greenery, although we didnt do any excursions but this hotel definitely made our holiday a fantastic relaxing one and I would definitely use the Grand serenis chain for future holidays.More
I visited Gand Sirenis with my wife from Sep 20th to Sep 27 (we had room 1421). We arrived in the hotel and the check in process was really fast, they took us to the room in the little cars they have moving around the entire hotel all they long. So itâs easy to move around taking rides with them (the hotel is big). To start we would like to mention everything is very organized and works perfectly, especially the concierges, this is well though so you donât have to go to the lobby to get the information or to book the thematic restaurants or anything else, we arrived on Sunday night, Monday morning, we went down stairs and meet our concierge Issac, he made our life really easy for the rest of the week, we booked everything we wanted to do and he explained everything about the hotel and how it works and everything you can do. Issac itâs very professional and knowledgeable on what he does. He is the best!!!
Over all we had fantastic vacations in this resort, the food was really good and the hotel is amazing, they have 3 pools one is the quiet pool with no entertainment so you can go there and relax, or if you prefer to have fun they have other 2 pools where the entertainment teams spend the entire day doing activities and itâs a lot of fun, thematic restaurants are really good, we visit the Brazilian, then we went to the Mediterranean where we receive and excellence service from the Captain (Jonathan) and the last one was the Japanese and we were lucky enough to meet Jonathan again that was covering that nigh for a colleague on the Japanese, he really works hard and is very professional. The show in the restaurant was performed by chef Geonanis, it was great, and we had a great time.
The buffet restaurant is also really good, they have a different theme every night we particularly enjoy the Mexican night the most, the first night when we arrived was go to have some food on the buffet after the entire day traveling. We were served by the best. (Honest to god) his name is Mario Manzon, he was really friendly and the way he serve could be working in any luxurious restaurant in the world, he also explained to us all the different themes they have every night there and also about the food since we just arrived to the hotel and were kind of lost LOL. We went to his area every night to have dinner and he really made our stay enjoyable. We will be back for sure to meet our fiends there, they really make the difference. The workers are very committed and work really hard; they go out of their ways to make sure you have a great time, very kind and helpful.
We visit the SPA, is really worth it amazing facilities, using high technology and treatments of all kinds. I felt 10 years younger after I spend half a day on these facilities. LOLMore
Not a 5* hotel
I have just spent 2 weeks at the Grand Sirenis with my boyfriend, on the surface the hotel is very good however there are quite a few minor issues which make this hotel not quite 5*. The bedrooms could do with being updated: there was a tv from the 1990s, there was wires exposed on the hairdryer which was in the bathroom, the grout on the floor tiles in the shower looks like it could do with being bleached and the bath looked liked it had not been updated since it was installed. As for the communal areas you do see members of staff cleaning the areas throughout the day, however I felt the sunloungers could do with being wiped down on a morning as they often had leaves and dirty water on them. The food was ok, the Brazilian al a carte was the best restaurant, however the buffet was a bit more 'pot-luck', however we both felt the breakfast buffet was definitely the better buffet on offer. Also, the cocktail list was amazing, far more choice than I expected. The majority of the staff of friendly and approachable, with only a handful of excellent staff who are willing to go the extra mile to offer you a great holiday. Overall, I have enjoyed my holiday and would recommend Mexico as a holiday destination, however I personally would not come back to this hotel unless it was updated.More