Gran Caribe Real All-Inclusive
- luuckythree
- First Reviewer
- 3 out of 5
- Avg. Member Rating
- 46
- Reviews
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6
- Photos
Hotel Room Ceiling Collapsed on Us!
My husband and I stayed at this hotel for 5 nights (from June 29 - July 4 2009). We had several problems with the hotel. When we arrived, they gave us room 2132, which smelled of mold. We asked to switch rooms, but they said we couldn't because there were no rooms available. After complaining several times, they switched us to room 2432, which was freshly painted. We decided to stay in room 2432, because we thought the smell of paint was better than the smell of mold. We did not want to complain again because we did not want to be difficult customers.
We did not get one night of good sleep throughout our stay. The walls are very thin and you can hear anyone walking or talking in the hallways. We discovered that placing a towel under the door helped with the noise level. Early in the morning, we were woken every day by very loud construction.
On Thursday night, our hotel room ceiling collapsed at 2 in the morning. There was debris everywhere and our luggage/belongings were damaged. We called the front desk but nobody answered. When we went to the front desk and showed the staff member our pictures of the collapsed ceiling, he did not seem shocked. He asked if we wanted a new room. We said we needed a new room right away, and we told him to give us an upgrade. He said the only upgrade he could give us was a room with an ocean view. He told us to sign the upgrade form, but the form he gave us was not about a room upgrade. It was a disclaimer form saying we would agree not to make any claims against the hotel. We explained we could not sign the form because our belongings were damaged. He said he gave us the wrong form, and showed us another form listing the room upgrade. In small print, this form also had the disclaimer wording. Again, we explained that our belongings were damaged so we could not sign this form. He got frustrated and switched our room.
The next morning, we spoke to the manager. We explained that we had bought $85 of souvenirs the previous day at Market 28. The manager said he could not do anything about the damaged belongings because we did not have any receipts for our souvenirs. We asked for a refund, but the manager said he could not give us a refund because we had booked through Expedia and not the hotel directly. The manager offered us a free massage at the spa (good for one person only) and a room upgrade, but only if we signed the disclaimer form. We plan to sue the hotel so we did not sign the form.
We had several other problems with the hotel besides the poor service from the front desk staff and the issues with our rooms. We bought an all inclusive package, which included all food and drinks for the week. The drinks are very poorly made. They have no alcohol in them and are watered down. The waitresses were also very slow in bringing us our drinks. The food was also very bad. The last 3 days of our trip I had a stomach ache. The pool is very dirty and is not cleaned. There is a thick layer of oil on the surface of the pool. The plastic chairs that they place in the pool for people to lie down on have turned yellow because of some residue. There is a foot bath where you can wash sand off your feet. We saw the hotel staff scooping out the sand instead of changing out the water. Everyday, we got harassed by people trying to make us attend a timeshare presentation. They offered to give us 500 pesos, but we discovered that they would not give us cash. They would give us a gift certificate that we could use at the hotel. We found this not useful, because we had already paid for an all inclusive package.
Perfect Trip!!
- April 17, 2009
- Rated 5 of 5 by
a traveler from Travelocity.com
I went for a friend's wedding here and b/c everything was so perfect, my fiance & I are getting married there this summer too! The staff is always at your service and they are so fun! It was super clean everywhere, even the bathrooms outside. We stayed in a jr suite which is just as nice as the other rooms, in my opinion. The showers were pretty sexy- all glass. The entertainment at the pool is always fun, but watch out for tequila volleyball at 3pm. ;) Downtown is only 10-15 min away when you take the bus. This is a perfect vaca for young adults who just wanna have fun. We went end of Aug/early Sep and it was the best time to go b/c it was super packed- all the kids are back at school! Yes, it was super hot but I loved it. There's tons of ways to cool off. I can't wait to go again in Aug!! I would recommend this resort to everyone! SO MUCH FUN!!!!!!!!!!
February/2009 Gran Caribe Real Cancun All Inclusive
- February 11, 2009
- Rated 4 of 5 by
a traveler from Travelocity.com
Hotel was very clean and meals were great,there were four restaurants,two pools,whirlpool,
sauna,and of course the beach.The bars were fully stocked,and so was our room refrigerator.There was plenty of activity to keep all age groups entertained.
The live stage shows each evening from 9-10 were excellant, and afterward the music and
dancing at the main lobby bar was lots of fun, and a great way to meet other visitors.
The only regret we had was we were only able to reserve one meal at Marias sit down
restaurant where they waited on the guests.
Great Property and Location!
- January 21, 2009
- Rated 5 of 5 by
a traveler from Travelocity.com
Our stay was a great experience. The room was nice and clean. The food was great. Great location, only about a mile from the shops. The only thing that I would really complain about is the check-in desk. They were very slow, hospitable but slow. Otherwise customer service was very good. Kudos to the bell and restuarant staff!
Lack of customer service
- December 16, 2008
- Rated 2 of 5 by
a traveler from Travelocity.com
We stayed in the fall of 2008. Our "vacation" was lacking in true customer service from the resort. Not only did we get charged for a night we did not stay (due to airline mechanical failure), but we also did not want to cut our vacation short, yet we still had to pay regular price for the extra night that we stayed. Also, we wasted several hours during our stay at the Gran Caribe trying to sort this entire mess out with hotel staff and administrators. Now I cannot get a daily rate quoted from anyone (including the online travel website) so I can be reimbursed from my travel protection plan I purchased. Other than a smile and "we are sorry," Gran Caribe hotel did not extended us any courtesy this entire time. I am disappointed with the lack of customer service we experienced.