Grand Palladium Select Costa Mujeres Resort & Spa

Customer Ratings & Reviews

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  Best experience ever!

  Caution! Long post review We just came back from CM after our 9 days vacation. This trip was our 5th time at CM but first time with family and grandchildren, so we were happy to discover the FM section/installation and restaurant. Cancún Airport custom was a breeze 👍🏻 but getting our luggage took over an hour!! Grandbabies did not like that 😒 Bd experience transport: easy to find (there was a crowd in front of their booth 😆). Waited max 20 min 👍🏻 Vehicle clean and had 2 car seats as requested. PTC Check-in was smooth even if we had 3 rooms and bubbles/fruits were in the rooms. By the way, I LOVE the L’Occitane products!! 💕 What a pleasure to see friends like Elena who always go above and beyond to really make us feel like family. 🥰 And don’t forget Jose and Alfredo with their amazing smile😊 Concierge meeting: disappointing and a little upsetting so we cut short. 👎 Concierge said they only have Night Catamaran, ATV and Rio Secreto, and none of them are available for children. PTC website shows same but also has the day catamaran; I even had to show proof! I even sent an email to the e-butler the day before our arrival and he had confirm that the Isla Mujeres day trip catamaran was available and had no age restriction (babies were welcomed). Needless to say that it was disappointing. I would also like to express here that having family-friendly option for excursion would be really appreciated❤️‍🩹 Sojia also informed us that they do not do restaurant reservations anymore and to address those requests to refer to our building butler. Another thing they’re not doing anymore 👎 Finally she asked if we had any celebration, which we had 2 birthdays ans a wedding anniversary, and she promised surprises in two of our rooms on Tuesday and on Friday. UPDATE After 8 days, we did not receive anything. 👎👎👎 Two days later, I had a stupid accident, when I missed the step going out on the terrace at The Nest. I sprained my ankle and laid flat on my face. All the staff quickly came over to provide assistance and Rebecca, the Nest Manager, immediately called medical assistance who provided first aid and wrapped my ankle. I was also provided with a wheelchair for the remainder of my vacation. Elena and M. Desiderio even paid me a visit to my room to ensure I had all I needed. This really touched my heart. ❤️ During our stay, we met some amazing staff, Sebastian @ FM butler, Luis and chef Deepak @ Bhogali, Francisco @ Caprico, Iker@ El dorado, Raoul @ El dorado. Two staff members needs a very special notice as they grew a special bond with us. Mucho gracias to Emilio at GP pool, who provided extraordinary care for all our family (6 adults/4 children between 2 and 8 years old) and Aldo at GP pool who made sure that my bandage was changed regularly. We wish you all the best and really hope to see you again soon. And a final thanks to Julian for your gentle touch. Again I would like to express my deepest gratitude to you all. You are the essence and the reason we keep coming back. PTC is no longer the « family » we used to be custom to while PTC management keeps forgetting their members that have been devoted for years and spent thousands dollars. Last point that cannot go without recognition. Saturday was our last day in CM. As most morning, some of us went for breakfast at the Nest. As usual we were greeted with smiles and concerns on my ankle recovery. At the end of our breakfast, Rebecca showed up with a plate of (delicatessen) topped with a (firecracker) to souligner our last day. We were so touched by the gesture and I mentioned that we had 2 birthdays and a wedding anniversary to celebrate and PTC had not delivered (or the communication was lost somewhere 🤨). She immediately sent a message to the evening manager of the Nest since we were coming back for dinner. To our surprise, when we came back for dinner, Sebastian, our FM butler had decorated with balloons the section where our table was, and we were personally welcomed by capitán Armando the restaurant manager, who also supervised every detail and ensure that we had everything we needed during all the dinner. Service by (names) and food prepared by Chef Juan was nothing less than 5 ⭐️. This attention and high level of customer service makes me wonder; is it because they saw our PTC bracelets or simply because we were nice to staff and mentioned our celebration directly to the restaurant manager?? Because let’s face it, it didn’t come from PTC concierge. Checkout We closed the accounts the day before at PTC since we were leaving at 6am the next morning. Again Elena and Diana assisted wonderfully. Checkout at GP was smooth and we were received the lunchboxes that we had requested. Bd experience transport (return) On time but did not have car seats as requested

  Mar 24, 2025
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  Great family resort, will be coming back

  This was our second visit in just six months, and we’re already planning our next trip back! Chef Marco and the entire staff have been absolutely wonderful, consistently going above and beyond to ensure my family’s needs were met. The resort is truly one of the best for families with young children, offering a variety of fun and creative activities that kept the kids entertained and engaged throughout our stay. The dining experience was exceptional, with a fantastic selection at both the restaurants and buffets—perfect even for the pickiest eaters. We couldn’t be happier with our experience and can’t wait to return!

  Mar 23, 2025
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  Best Beach, accommodations and service in Costa Mujeres

  Front desk PTC statf - Abiud and Carlos Mejais are great additions to the team and were welcoming and followed up with any inquiries and provided great customer service . Service/greeting / follow-up provided by Sebastian PTC rep. and Gina always smiling with greeting remembering our name was a great personal touch in their customer service. Excellent transportation service by all service teams including shout out to Luigi and his PTC driver team of Leo, Jose, Alturo, Alfredo who were always welcoming and available for drive us anywhere. PTC Pool butlers Carlos Juarez and Jesus provided exceptional service at the PTC pool and member beach including reservation of Bali Beds by the pool. Change in PTC butlers' limited access to support members was felt related to dinner reservations and special room requests. Bartenders / servers - Leo, Veami & Augustin always served with a smile and ensured our cups were always full and flowing. Joanne and Lorenzo also provided great service and were attentive. Head concierge chef Rafael Jarra met us most nights at our a la carte dinner reservations to ensure our meals were well prepared with introduction to the restaurant chefs. Paulo from Zentropia Spa always welcoming with exceptional customer service. Thank you Costa Mujeres team. We are already looking forward to our next visit as this is our favourite Palladium property.

  Mar 23, 2025
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  Terrible resort. Go elsewhere.

  This resort is dirty and the service is awful. Upon arrival at Cancun airport, we waited over an hour for the hotel shuttle. I paid for a “pool view” room and they gave me a pond view. We had to rush to get ready for an event so I didn’t check the cleanliness of the room so when my daughter pulled back the sheets on her bed, we were disgusted to find a large stain and hairs. I called the front desk and they said they would send someone. We waited 15 minutes and no one came. We walked to the front desk and someone said “what would you like me to do about this”. They then said “we are at capacity and we will walk to your room to see the issue ourselves as our housekeeping team says there is no issue” (even after I showed them pictures). Housekeeping cleaned the rooms. They offered me a credit to the French restaurant and said they would move us on Sunday. Sunday, they did not respond to me and did not move us. On Thursday, they were painting the room next door and the smell of turpentine and stain was so strong it was sickening and they finally moved us. To another room that was dirty. The pool had residue collected in the corners. Other family members had leaks in their rooms, their air conditioning didn’t work and none of these issues were reconciled. Do NOT stay at this hotel. You prepay and they do not care. The customer service is terrible and it’s an awful experience. Spend your money elsewhere.

  Mar 22, 2025
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  Asian excellence on the Coasta De Mueres

  Our cook was very funny, had a great sense of humor and kept everybody’s attention throughout the meal while still being able to make everythibg delicious. A highly recommended experience. The family atmosphere was also enjoyable and the appetizers were excellent!

  Mar 22, 2025