See all properties

Grand Residences Riviera Cancún All Inclusive

5.0 star property
VIP Access

Choose dates to view prices

Photo gallery for Grand Residences Riviera Cancún All Inclusive

View from property
Property video
3 outdoor pools, pool umbrellas, pool loungers
Exterior
3 restaurants, breakfast, lunch, dinner served; international cuisine

Reviews

9.2 out of 10
Wonderful

Popular amenities

  • Parking included

Explore the area

View in a map
Blvd. El Cid, Unidad 28 y 29, SM 3, Mz 20, Lote 01, Puerto Morelos, QROO, 77580
  • Place, Arrecife de Puerto Morelos National Park
    ‪5 min drive‬
  • Place, Puerto Morelos Town Square
    ‪6 min drive‬
  • Place, Ojo de Agua Beach
    ‪6 min drive‬
  • Airport, Cancun, Quintana Roo (CUN-Cancun Intl.)
    ‪31 min drive‬
VIP Access
Curated for quality and service, VIP Access stays consistently receive our highest guest ratings.
  • Expect exceptional service
  • Extra savings and perks for BONUS+ members
Learn more about VIP AccessOpens in a new window

Room options

View all photos for Junior Suite with Jacuzzi

Premium bedding, minibar, in-room safe, desk

Junior Suite with Jacuzzi

9.0 out of 10
Wonderful
(20 reviews)
  • 49 sq m
  • 1 bedroom
  • Sleeps 4
  • 2 Double Beds

View all photos for Junior Suite King Bed

Junior Suite King Bed | Premium bedding, minibar, in-room safe, desk

Junior Suite King Bed

9.8 out of 10
Exceptional
(40 reviews)
  • Resort view
  • 48 sq m
  • 1 bedroom
  • Sleeps 3
  • 1 King Bed and 1 Single Murphy Bed

View all photos for Master Suite

Premium bedding, minibar, in-room safe, desk

Master Suite

9.4 out of 10
Exceptional
(6 reviews)
  • Resort view
  • 132 sq m
  • 1 bedroom
  • Sleeps 5
  • 1 King Bed and 3 Single Murphy Beds

View all photos for Room

Room | Premium bedding, minibar, in-room safe, desk

Room

9.8 out of 10
Exceptional
(10 reviews)
  • Beach view
  • 48 sq m
  • 1 bedroom
  • Sleeps 3
  • 1 King Bed and 1 Single Murphy Bed

View all photos for Elite Suite

Premium bedding, minibar, in-room safe, desk

Elite Suite

10.0 out of 10
Exceptional
(1 review)
  • Beach view
  • 132 sq m
  • 1 bedroom
  • Sleeps 5
  • 1 King Bed and 3 Single Murphy Beds

View all photos for Family Suite, 2 Bedrooms

Family Suite, 2 Bedrooms | Premium bedding, minibar, in-room safe, desk

Family Suite, 2 Bedrooms

  • Resort view
  • 223 sq m
  • 2 bedrooms
  • Sleeps 8
  • 2 King Beds and 4 Single Murphy Beds

View all photos for Family Suite, 2 Bedrooms, Beach View

47-inch plasma TV with cable channels, TV, DVD player

Family Suite, 2 Bedrooms, Beach View

  • Beach view
  • 223 sq m
  • 2 bedrooms
  • Sleeps 8
  • 2 King Beds, 3 Single Murphy Beds and 1 Double Bed

View all photos for Family Suite, 3 Bedrooms

Family Suite, 3 Bedrooms | Premium bedding, minibar, in-room safe, desk

Family Suite, 3 Bedrooms

  • Resort view
  • 281 sq m
  • 3 bedrooms
  • Sleeps 10
  • 2 King Beds, 4 Single Murphy Beds and 2 Double Beds

View all photos for Family Suite, 3 Bedrooms, Beach View

Premium bedding, minibar, in-room safe, desk

Family Suite, 3 Bedrooms, Beach View

  • Beach view
  • 281 sq m
  • 3 bedrooms
  • Sleeps 10
  • 2 King Beds, 3 Single Murphy Beds and 3 Double Beds

View all photos for Suite, 1 Bedroom, Private Pool

Suite, 1 Bedroom, Private Pool | Terrace/patio

Suite, 1 Bedroom, Private Pool

8.4 out of 10
Very good
(6 reviews)
  • Garden view
  • 291 sq m
  • 1 bedroom
  • Sleeps 5
  • 1 King Bed and 3 Single Murphy Beds

Similar properties

4 outdoor pools, free pool cabanas, pool loungers
Sensira Resort & Spa Riviera Maya – All Inclusive
  • On private beach
  • Pool
  • Hot tub
  • All-inclusive
4.1 out of 5, Very good, 2,174 reviews
The price is €347
includes taxes & fees
12 Apr - 13 Apr
Sensira Resort & Spa Riviera Maya – All Inclusive

About this property

Grand Residences Riviera Cancún All Inclusive

Catch some rays at the beach or spend the day relaxing at Grand Residences Riviera Cancún All Inclusive's full-service spa. Then enjoy a meal at one of the hotel's 3 restaurants.
Grand Residences Riviera Cancún All Inclusive offers 144 accommodations with indoor private hot tubs and DVD players. Rooms open to furnished balconies. Beds feature premium bedding. 47-inch plasma televisions come with cable channels. Microwaves, espresso makers and minibars are provided. Bathrooms include a separate bath and shower with a rainfall showerhead, bathrobes, slippers and designer toiletries.

Guests can surf the web using complimentary wireless Internet access. Business-friendly amenities include desks and laptop-compatible safes, as well as telephones; free local calls are provided (restrictions may apply). Additionally, rooms include complimentary bottles of water and a hairdryer. A nightly turndown service is provided and housekeeping is offered on a daily basis.

3 outdoor swimming pools are on site along with a children's pool. Other recreational amenities include outdoor tennis courts, a hot tub and a fitness centre.

The recreational activities listed below are available either on-site or nearby; fees may apply.

Guests can pamper themselves with a trip to the on-site spa, which has 2 treatment rooms. Massages are available on the beach and in the spa. Other services include hot stone massages, facials and body treatments. A variety of treatment therapies are provided, including aromatherapy.
Our customers tell us they can't get enough of Grand Residences Riviera Cancún All Inclusive's great beach location. During your stay, you'll be close to Puerto Morelos Beach. Features include free WiFi in public areas, free valet parking and a free round-trip airport shuttle.
  • Free WiFi
  • Free valet parking and self-parking
  • Enjoy international cuisine with a beachfront location at El Faro Grill, one of the property's 3 restaurants and 3 bars/lounges
  • Take a swim in the 3 outdoor pools or soak in the hot tub
  • Treat yourself to manicures and pedicures, facials or hot stone massages at the spa
  • Services include babysitting, a free children's club and a concierge
  • On-site recreation includes 2 outdoor tennis courts, a gym and a playground
  • Guests have great things to say about the beach and the clean guestrooms
  • Just a 4-minute drive from San Jose Catholic Parish and a few minutes from Puerto Morelos Artists’ Cooperative
  • Free airport shuttle service
Grand Residences Riviera Cancún All Inclusive is an all-inclusive hotel. Room rates include meals and beverages at on-site restaurants and bars. Other items and amenities, including taxes and gratuities, and access to recreational activities and entertainment may also be included. Additional charges may apply for meals at some restaurants, special dinners and dishes, certain beverages and other amenities.

Spend the day at the beach and work on your tan with sunloungers (chaise longues) or relax in the shade with umbrellas. At Grand Residences Riviera Cancún All Inclusive, you can cool off in one of the 3 outdoor swimming pools and indulge in a pampering afternoon at the full-service spa.

There are 3 restaurants on site, as well as a coffee shop/cafΘ and a nearby snack bar/deli. You can enjoy a drink at one of the bars, which include 3 bars/lounges, a beach bar and a poolside bar. A computer station is on site and WiFi is free in public spaces. This all-inclusive hotel also offers a complimentary children's club, a children's pool and outdoor tennis courts. Limited free parking is available on a first-come, first-served basis.

Smoking is allowed in designated areas at this 5-star Puerto Morelos hotel.

El Faro Grill – This beachfront restaurant specialises in international cuisine and serves breakfast, brunch, lunch and dinner. Guests can enjoy drinks at the bar.
Lobby Cafe and Bar – This lobby lounge overlooks the garden. Open daily.
Heaven Beach Bar – This beach bar specialises in international cuisine and only serves lunch. Open daily.
Pool Bar – This bar is located by the pool. Open daily.
Flor de Canela – This restaurant specialises in Mexican cuisine.
24-hour room service is available.

All-inclusive details

This hotel is all-inclusive. On-site food and beverages are included in the room price (some restrictions may apply).

Gratuities and taxes

Gratuities are included and additional gratuities at guests' discretion are accepted.

Food and beverages

All buffet and à la carte meals, snacks and beverages included
24-hour room service (limited menu)
In-room minibar (all beverages included)

Activities and facilities/equipment

All on-site activities and use of facilities and equipment are included.

Property amenities

Internet

  • Available in all rooms: Free WiFi
  • Available in some public areas: Free WiFi

Parking and transport

  • 24-hour free return airport shuttle on request
  • Free self parking on site
  • Free valet parking on site
  • Limited on-site valet and self parking
  • Wheelchair-accessible parking available

Food and drink

  • 3 bars/lounges
  • 3 restaurants
  • A beach bar
  • A coffee shop/cafe
  • A poolside bar
  • A swim-up bar
  • Coffee and tea in common areas
  • Couples/private dining
  • Snack bar/deli

Restaurants on site

  • El Faro Grill
  • Flor de Canela
  • Heaven Beach Bar
  • Lobby Cafe and Bar
  • Pool Bar

Things to do

  • 2 outdoor tennis courts
  • 3 outdoor pools
  • Arcade/game room
  • Bicycle tours
  • Children's pool
  • Free children's club
  • Full-service spa
  • Gym
  • Hot tub
  • Playground

Family friendly

  • 3 outdoor pools
  • Arcade/game room
  • Children's games
  • Children's pool
  • Children's toys
  • DVD player
  • Free children's club
  • Free supervised activities for children
  • Grocery/convenience store
  • In-room babysitting
  • In-room cot
  • In-room microwave
  • Laundry facilities
  • Playground
  • Snack bar/deli
  • Soundproofed rooms

Conveniences

  • 24-hour front desk
  • ATM
  • Gift shop/newsstand
  • Grocery/convenience store
  • Hair salon
  • Laundry facilities
  • Luggage storage
  • Safe at front desk

Guest services

  • Concierge services
  • Housekeeping (daily)
  • Multilingual staff
  • Porter/bellhop
  • Tour and ticket assistance
  • Turndown service
  • Wedding services

Business services

  • Business centre
  • Computer station
  • Conference centre (1,507 square foot of space)
  • Meeting room

Outdoors

  • Beach loungers
  • Beach towels
  • Beach umbrellas
  • Garden
  • In a regional park
  • On the beach
  • On the waterfront
  • Pool loungers
  • Pool umbrellas
  • Terrace

Full-service spa

  • 2 treatment rooms
  • Aromatherapy
  • Facials
  • Hot stone massages
  • Manicures/pedicures

Accessibility

  • If you have requests for specific accessibility needs, please contact the property using the information on the reservation confirmation received after booking.
  • Accessible airport shuttle
  • Lift
  • Wheelchair-accessible parking

More

  • 5 floors
  • 7 buildings
  • At least 80% lighting from LEDs
  • Built in 2013
  • Comprehensive food waste policy
  • Comprehensive recycling policy
  • Designated smoking areas
  • Double-glazed windows
  • Humane treatment of captive wild animals
  • Local artist showcase
  • Local culture and ecosystem education
  • Locally-owned and organised tours and activities
  • Vegan dining options
  • Vegetarian dining options

Room amenities

Bedroom

  • Blackout drapes
  • Free cot
  • Premium bedding

Bathroom

  • Designer toiletries
  • Dressing gowns
  • Hair dryer
  • Rainfall showerhead
  • Separate bathtub and shower
  • Shampoo
  • Slippers
  • Soap
  • Toilet paper
  • Toothbrush and toothpaste
  • Towels provided

Entertainment

  • 47-inch plasma TV with cable channels
  • DVD player
  • IPod dock

Food and drink

  • 24-hour room service
  • Champagne service
  • Espresso maker
  • Free bottled water
  • Microwave
  • Minibar

More

  • Air conditioning (climate-controlled)
  • Ceiling fan
  • Connecting rooms available
  • Desk
  • Energy-saving switches in guestrooms
  • Free local calls
  • Iron/ironing board
  • Laptop-compatible safe
  • LED lighting
  • Phone
  • Soundproofed rooms
  • Water-efficient showers
  • Water-efficient toilets

Policies

Check-in

Check-in start time: 4:00 PM; check-in end time: midnight
Early check-in subject to availability
Contactless check-in and check-out are available
Late check-in subject to availability
Minimum check-in age - 25

Check-out

Check-out before 11 AM
Contactless check-out
Late check-out subject to availability
A late check-out fee will be charged
Express check-out available

Special check-in instructions

This property offers transfers from the airport; to arrange pick-up, guests must contact the property 48 hours prior to arrival, using the contact information on the booking confirmation
Guests will receive an email within 2 weeks before arrival with check-in instructions; front desk staff will greet guests on arrival at the property
To make arrangements for check-in please contact the property at least 72 hours before arrival using the information on the booking confirmation
If you are planning to arrive after midnight please contact the property in advance using the information on the booking confirmation
For any questions, please contact the property using the information on the booking confirmation
Information provided by the property may be translated using automated translation tools
The credit card used to book the reservation must be presented by the cardholder at check-in along with matching photo identification.
Guests who require airport shuttle pickup service must contact the property at least 48 hours in advance with their arrival details.
Guests with multi-day reservations who stay on Saturday night may need to be relocated to another similar unit.
This property offers airport shuttle pickup service from Cancun International Airport only.

Access methods

Staffed front desk

Pets

  • No pets allowed

Children and extra beds

  • Children are welcome.
  • Rollaway/extra beds are not available.
  • Free cots (infant beds)!

Payment types at the property

Important information

Fees

Guests will be asked to pay the following charges at the property:

  • Deposit: MXN 3800.00 per night
  • A tax is imposed by the city: MXN 70.39 per accommodation, per night

We've listed all charges provided to us by the property.

Optional extras

The fees and deposits listed below will be charged at the time of service, check-in, or check-out.

  • Late check-out is available for a fee (subject to availability)

This may not be a comprehensive list. Fees and deposits are subject to change and might not include tax.

You need to know

This property is managed by a professional host. The provision of housing is linked to their trade, business or profession.
Extra-person charges may apply and vary depending on property policy
Government-issued photo identification and a credit card may be required at check-in for incidental charges
Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed
This property accepts credit cards; cash is not accepted
Cashless transactions are available
Long-term renters welcome
This property uses a grey water recycling system
Safety features at this property include a fire extinguisher, a smoke detector, a security system and window guards
This property has outdoor spaces, such as balconies, patios and terraces, which may not be suitable for children; if you have any concerns, we recommend contacting the property prior to your arrival to confirm that they can accommodate you in a suitable room
Please note that cultural norms and guest policies may differ by country and by property; the policies listed are provided by the property
Grand Residences Riviera Cancún All Inclusive offers transfers from the airport. Please contact the property on the number on the booking confirmation 48 hours prior to arrival with your arrival details. To arrange for check-in, guests must contact the property at least 72 hours prior to arrival using the information on the booking confirmation. Guests arriving after midnight must make advance arrangements by contacting the property using the information on the booking confirmation. Guests will receive an email 2 weeks before arrival with check-in information. Front desk staff will greet guests on arrival at the property. For any questions, please contact the property using the information on the booking confirmation.
Guests staying through a Saturday night may be required to move rooms with hotel assistance.
Property Registration Number 011-013-002398/2025
If you cancel your booking, you'll be subject to the host's cancellation policy. In accordance with EU regulations about consumer rights, property booking services are not subject to the right of withdrawal.

We should mention

  • Reservations are needed for massage services and spa treatments. For reservations, contact the hotel before arrival using the contact information on the booking confirmation.
  • Registered guests are the only ones allowed to be in guestrooms.
  • Connecting/adjoining rooms are subject to availability and can be requested by contacting the property at the number on your booking confirmation.

Property is also known as

Cancun Residences
Grand Residences Cancun
Grand Residences Riviera
Grand Residences Riviera Cancun
Grand Residences Riviera Cancun Maya Mexico - Puerto Morelos
Grand Residences Riviera Cancun Condo Puerto Morelos
Grand Residences Riviera Cancun Puerto Morelos
Grand Residences Riviera Cancun Condo
Grand Residences Riviera Cancun Resort Puerto Morelos
Grand Residences Riviera Cancun Resort
Resinces Riviera Cancun Puert

Grand Residences Riviera Cancún All Inclusive Reviews

Reviews

9.2

Wonderful

Rating 10 - Excellent. 755 out of 1001 reviews
Rating 8 - Good. 133 out of 1001 reviews
Rating 6 - Okay. 56 out of 1001 reviews
Rating 4 - Poor. 27 out of 1001 reviews
Rating 2 - Terrible. 30 out of 1001 reviews

9.8/10

Cleanliness

9.6/10

Staff & service

9.0/10

Amenities

9.6/10

Property conditions & facilities

Reviews

10/10 Excellent

Anubhav

Travelled with family and small children
Liked: Cleanliness, amenities, property conditions & facilities
Beach and the pool and the rooms were good. Food variety can be improved.
Stayed 5 nights in Dec 2025

10/10 Excellent

Diane Phuong

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Room was spacious and quiet, nice view, superb service.
Stayed 3 nights in Dec 2025

10/10 Excellent

Armstrong

Stayed 3 nights in Dec 2025

10/10 Excellent

Timothy

Stayed 7 nights in Dec 2025

10/10 Excellent

Ashley

Liked: Cleanliness, property conditions & facilities
Food was amazing, fantastic service. Loved the quiet feel and great amenities. Rooms were very clean and upscale. Gorgeous view and beach and pool access
Stayed 4 nights in Dec 2025

10/10 Excellent

Troy

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Clean, great pool service, very family friendly. We Suggest to make dinner and pool/beach seat reservations each morning.
Stayed 3 nights in Dec 2025

10/10 Excellent

Wonje

Stayed 6 nights in Nov 2025

10/10 Excellent

Zheqing

Travelled with family
Liked: Cleanliness, staff & service, amenities
Very nice resort, clean room, food is delicious!
Stayed 5 nights in Dec 2025

10/10 Excellent

Zeineb

Everything was beyond perfect, rooms.
Stayed 7 nights in Dec 2025

8/10 Good

Lei

Stayed 5 nights in Dec 2025

10/10 Excellent

Igor

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Customer service, great food, clean spacious rooms
Stayed 6 nights in Dec 2025

10/10 Excellent

Melissa

Travelled with family
Liked: Amenities
The room was very clean and I loved that we could push a button in the room for privacy or to have the room made up. The cleaners were quick, efficient and did a great job!
Stayed 4 nights in Dec 2025

6/10 Okay

Durgaprasad

Room service and food is good. Overall resort needs little bit more activities to have the people engaged, they are currently working on expanding but with the way it is right now feels little too much quiet.
Stayed 5 nights in Dec 2025

8/10 Good

Cynthia

Travelled with family and small children, Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful clean property! We had the presidential junior suite and the views were awesome! Only recommendation for the property would be to have some adult entertainment or music at night.
Stayed 7 nights in Dec 2025

10/10 Excellent

wayne

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great resort. Beach area was nice. Swimming in ocean not very good. Many rocks of varying sizes. Preference for anything with reservations was given to “owners “.
Stayed 7 nights in Dec 2025

8/10 Good

Stanislav

Travelled with family and small children
Liked: Cleanliness, amenities, property conditions & facilities
Cleanliness
Stayed 4 nights in Dec 2025

10/10 Excellent

Share

Liked: Cleanliness, amenities, property conditions & facilities
Our room was exceptionally clean and very spacious. It was very nice to walk in and see that the bedroom was separate than the kitchenette in the bathroom. There was ample space and we love the ocean view from our private balcony. Our state was more than relaxing. It was not overcrowded if anything it was opposite. Which we loved. The pool was fantastic and the weight staff were amazing. Concierge went above and beyond to make sure we had a wonderful time. Room service was a total bonus! The private car pick up from the airport and to the airport gave us a VIP feeling. It was no expense to us. It was complementary from the hotel. Would definitely recommend anyone to stay here and we would consider revisiting. We met a lot of great people staff as well as guests.
Stayed 3 nights in Dec 2025

6/10 Okay

Oleg

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Before my arrival, I contacted the hotel through Expedia to request a quiet, renovated room on a high floor, away from noise. The hotel replied but never disclosed any construction, and there was no mention of construction on Expedia. Upon arrival, I was assigned a room facing active construction of a neighboring hotel. There was constant noise, dust, and night disturbances from the construction field office. Rest was impossible. If I had known this, I would never have booked at this hotel. The hotel offered alternatives: One room near the courtyard, but renovation next door with strong paint smell. Another room on the second floor facing the parking roof and construction. The only acceptable option required an extra $200, which I was forced to pay. No complimentary upgrade or compensation was offered. Expedia support: I checked in on December 2 and contacted Expedia on December 3. Expedia promised help but took no effective action. I had to change rooms myself; Expedia acknowledged the issue only later. Additional issues: no bug screens (mosquitoes); inconvenient lighting (many switches); housekeeping entered without permission; rocky, unsafe beach; inefficient sunbed reservations; annoying bill signing; very expensive spa; inconsistent food; hotel taxis ~3× Uber. Positives: new and clean hotel, good housekeeping, friendly staff, clean pools, good beach bar tacos, excellent transfer.
Stayed 7 nights in Dec 2025

10/10 Excellent

Natalya

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Yes, and room was very clean
Stayed 4 nights in Nov 2025

10/10 Excellent

Sibel

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Run, don't walk to this hotel. A notch, no make that three notches above, the rest.
Stayed 7 nights in Nov 2025

4/10 Poor

Fariba, Oakville

Travelled with family, Travelled with family and small children, Travelled with group
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
I just completed my stay at Grand Residences Riviera Cancun. The property itself is beautifully designed and very well maintained, but there are several major issues that future guests should be aware of. 1. Beach and Ocean Access The beach looks nice from the outside, but once you try to enter the water it becomes almost impossible. The shoreline is full of sharp rocks, and you cannot comfortably or safely get into the ocean. For a resort marketed as beachfront, this is a significant disappointment. 2. Construction Noise There is an active construction site directly beside the resort where a new property is being built. My room faced the pool and was fine, but other family room was affected by constant noise. This really impacts the relaxation experience. 3. Lack of Entertainment & Limited Dining Options There is no entertainment at night and no buffet for either lunch or dinner. There is only one main restaurant, with menus that rotate every four nights. Lunch is the same menu every day. If you are staying multiple nights, it becomes repetitive. 4. Spa Pricing The spa is extremely expensive compared to other high-end resorts in the area, which makes it difficult to justify. 5. Customer Service Issues Most staff members were polite, and Armando (the director) was exceptionally professional and kind. However, I encountered extremely disappointing behaviour from some of the managers, specialty, Kim. She was consistently rude, dismissive, and unhelpful.
Stayed 7 nights in Nov 2025

10/10 Excellent

Robin

Stayed 1 night in Nov 2025

10/10 Excellent

Julie, Baltimore

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
MAGNIFICENT!! This is truly the nicest place I have ever stayed! The service was outstanding!! I cannot begin to express how many things we were amazed by! I'm already planning my next trip back!
Stayed 1 night in Dec 2025

8/10 Good

Laura

Stayed 4 nights in Nov 2025

2/10 Terrible

SHIYING

Liked: Cleanliness, amenities, property conditions & facilities
Our experience at this hotel was misleading, dishonest, and unacceptable. On the first day, our assigned concierge JANE MORON (CAREN) told us we would be receiving a free dolphin encounter tour. Separately—and with absolutely no connection—she said we were required to attend a 90-minute presentation or be charged 500 MXN. At no point did she state these two things were related. We have screenshots of the presentation consent form she made us sign — it clearly lists no benefits, no free tour, and no compensation. Nothing about a free dolphin tour whatsoever. After completing the presentation, we were given two papers (a “tour discount” and a $180 credit). Two different staff members — including the tour agent — explicitly confirmed that: • the dolphin tour had already been applied • the $180 credit could be used anywhere in the hotel Based on that information, we used the $180 for hotel purchases. But the day before checkout, we learned that the dolphin tour was never made free and the full charge remained on our account. Only then did the staff suddenly claim that we had to use the discount paper and the $180 credit together for the tour to be free — a condition no one ever disclosed. Not the concierge. Not the presentation staff. Not the tour agent. No one. This is a textbook bait-and-switch, with contradictory explanations and zero transparency. We ended up being charged over USD $100. We have photos of presentation agreement, which shown nothing related to the tour/credit
Stayed 2 nights in Nov 2025