Grand Palladium Colonial Resort & Spa, a Registry Collectin Hotel — Hotel in Quintana Roo

I have updated my review below as we are still at the resort and other issues have transpired.||||If you are  interested in sleeping on soiled beds and sofa beds with lots of ants crawling all over it, this hotel is for you.||||If you're looking for hotel with poor customer service, particularly from management, where you need to battle with managers for hours before your complaint is heard, this is definitely the hotel for you.||||If you want a hotel that lies to your travel operator about what really transpired at the hotel, then this hotel is for you.||||If you are looking for a hotel that is secluded, and you plan to stay at the resort for your entire stay, then this is an ideal location.  ||||There are a few comments on here about the hotel being dated, and I can confirm that this is very true. The rooms are really dated and in our room particularly, the furniture is very old, broken door handles, torn furniture and just lots of wear and tear. Plus the sofas beds have lots of ants embedded in them. See the accompanying pictures.||||There were 16 of us (3 families) visiting the Colonial. We all booked junior suites as they are well suited for families. Two of the rooms with sofa beds had ants crawling all over the sofa beds (see picture). They had to change one of the mattresses and fumigate it. However, ants were still found in the sofas. You will wake up in the middle of the night with ants crawling on your face. We complained several times and was told that they would just clean the rooms again. We explained to several management staff who just refused to listen, particularly Alejandra (Assistant Mamager) who kept insisting that no other rooms were available. Apparently there were rooms in another part of the resort but we had to pay a discounted rate of over 2,500 USD to have clean rooms! How absurd is that? On 23 Aug 2025, we had enough! We had spent over 5 hours complaining and looking to be heard. We told Alejandra that if there are no rooms, then they just need to supply us with blankets so all 16 of us can sleep in the lobby. We asked to escalate our complaint to senior management but apparently no one else was available. Yet she mentioned several times she had to speak to her manager! She promised that they would clean all our rooms thoroughly and would change the furniture's in our rooms. We went back to our rooms and stripped the bedding. Housekeeping came and we explained that Alejandra said they can change the furniture. Housekeeping supervisor said there no additional furniture and all they can do is change the bedding. How can Grand Palladium Colonial ask guests to sleep in these beds (see pictures)? After much fobbing off, they move us to different rooms. They were not the connecting rooms we had originally booked but the option was to continue sleeping with ants or move to a decent room.||||In the our current rooms the air-conditioning is not operating properly. It keeps going off, which makes it difficult to sleep. I reported this to concierge and they said they would send someone within 40mins. 2hours later, no one had turned up. I called reception and spoke to Karla to ask when maintenance will turn up as I was waiting. She said she did not know. So I asked if they could keep me posted on the issue. She then said it was my responsibility to keep checking with concierge to fix the problem. What kind of customer service is this?||||During are complaint with Alejandra on 23 Aug, she became aware that I had  written a review on Trip Advisor, sharing our experience thus far. We asked how they would compensate us for all the distress, the endless hours spent on the phones with staff, at the lobby, waiting around etc. She said that they would offer us the VIP experience ONLY if the Trip Advisor review was deleted!!! So we turend down this blackmail because we felt it was more important for others to hear about our experience.||||In our previous room, the bathroom door handle was broken and when we asked for it to be fixed, we waited two days and no one had turn up. I had to make another complaint for the hotel to send maintenance to fix it. The showers leak when you use them so we always have to put down extra towels on the bathroom floor to avoid the bathroom from flooding. This was the case in both bathrooms in our junior suite. The shower handle in one of the bathrooms was broken. One day our daughter went in to shower and it fell off the wall (see picture). Thankfully she wasn't standing close by so it did not drop on her head. I reported it and they fixed it. The minibar fridge in one of the rooms was broken and again I had to ask for it to be fixed, so they replaced the fridge. ||||Our Air Con was not draining properly (we discovered) so my husband noticed a leak from the ceiling. When he reported it and maintenance came, they opened the vent and water gushed from the ceiling, flooding our bedroom floor. ||||So this hotel has a lot of issues! One that is also of concern is management! We reported our issues to our travel operator BA and management failed to share the truth. Apparently we had only complained and they moved us to new rooms immediately. They failed to share that it took them 9 nights to finally move us and after we stated that we would sleep in the lobby from now on. They also told BA that we refused the VIP experience and forgot to mention that we could only have this if we delete my review. They also claim that they offered us the opportunity to speak to someone more senior, yet each day we requested to speak to someone more senior, the manager of the hotel and even head office and were told no one is available. It's important to take accountability when things go wrong and this hotel is not capable of doing that.||||We've been living out of our suitcases because we are not comfortable to place our clothing in the wardrobes. It just didn't look clean!||||The only 2 positives about this hotel (hence the 1 star) is that you do not need to wake up at the crack of dawn to find a sunbed. It may be due to the time of year we visited (Aug), but there are enough sunbeds to go round. The second positive about this hotel is that there are a number of A La Carte restaurants for you to choose from. You do not need to pay extra to use the majority of these restaurants. There are three which you must pay for if you wish to eat there. So, there are several options available.||||Having said that, the buffet restaurant at the Colonial is not great. The service is poor (i.e. sometimes they forget to attend to your table or when you ask for a beverage, it doesn't turn up/they forget), the food is cold, it's crowded and even when you visit the live station, they don't want to serve you. During a lunch service, my sister asked for four salmon steaks to be grilled as there were four of us. However the staff at the grill refused until we made a complaint. So we chose to have breakfast at White Sands (their sister hotel). You can take a short ride there. Although the White Sands smells of sewage as you walk from the lobby to the restaurant, their service is far better, it's quieter and generally much nicer than the buffet at Colonial. On 24 Aug we had to have lunch at the Colonial buffet restaurant as we were in the lobby communicstiong with BA. My sister asked for Nutella for her pancake and the chef making the pancakes asked another member of staff who told him to say there was none available. The chef looked uncomfortable, so he took the pancake to the back kitchen and added the Nutella himself. Do why were we told there was none available? My sister refused the pancake in the end because ot was removed from sight for a few minutes when they took it to the back room. This practice of staff claiming things were unavailable when we politely asked for things is common practice. Yet other customers will ask for the same things and they would receive it. So customer service you receive depends on who is making the request!||||At the Colonial, my husband would ask for a can of pepsi or another beverage and the bar staff would deny him. They claim they had to pour it into a cup. So I asked the reception manager (Jacqueline) during another complaint on 22 Aug, if it was hotel policy that guests should not be given can drinks and she said no! I asked why we were being refused and she could not explain but said she would pass it on to the relevant department.||||The bar has a small box where they store bread/desserts. On one of they days, we found lots of ants crawling all over the food items in the box (see photo). The following day we found that the box was no longer facing guests but turned towards the bar staff instead. So we could no longer view the contents of the box.||||Some of the evening entertainment is boring which is expected as not every entertainment will be to your liking. However, we really enjoyed the silent disco and beach party where they did the fire show. ||||It's so unfortunate that we booked to stay in this hotel for two weeks and we deeply regret it. We had hoped to enjoy a once in a lifetime holiday. Instead, it has been a nightmare, full of stress, disappointment, wasted money and valuable time wasted to be issued a clean and functioning room.||||There are many other hotels in Mexico and I would encourage you to invest your...

If i could I would give a zero!

I am writing this review to express my extreme disappointment with my recent stay at The Grand Palladium and TRS properties of the Wyndham Hotel Group, in playa del carmen, Mexico which completely ruined my 10-year anniversary celebration. My wife, 4-year-old son, and I arrived at the lobby at 1:00 PM, fully expecting a relaxing and enjoyable stay. We had used reward points for our two-night stay, and all our details, including my son’s, were provided during the reservation process. However, the check-in experience was anything but seamless.

Upon arrival, we were told by the front desk that there was an additional charge for our son, despite the fact that this was never mentioned during the reservation process. After almost an hour of discussions with the manager, we were reluctantly asked to pay this unexpected hidden charge, which was frustrating and completely unprofessional.

When we finally received our room, we were further disappointed. Despite traveling with a toddler, we were assigned a room on the second floor, requiring us to climb stairs with a stroller. There were no elevators in the building, and our request for a first-floor room was completely ignored. The room itself was a nightmare. It was dark, smelled of mold due to accumulated humidity, and was filthy. The bathtub was in poor condition, with a lack of slip protection, and the bedding was abysmal—just a thin sheet, no comforter. When we asked for a blanket or comforter, we were told they only provided bed sheets. To make matters worse, the bathroom sink was clogged and unusable.

The dining experience was equally appalling. There were no a la carte restaurants available for lunch, and for dinner, reservations had to be made three days in advance. We were told on the day of check-in (Wednesday) that all restaurants were booked through Friday, and reservations for the weekend would only open on Thursday. This is absolutely unacceptable for an all-inclusive resort with three large properties. The lack of availability, coupled with the fact that we were not allowed to reserve before check-in, shows a blatant disregard for guests’ convenience.

Additionally, the staff was unhelpful and seemed more interested in collecting tips than in providing any meaningful service. The overall attitude was not one of hospitality but rather of trying to squeeze every last dollar from guests without offering any genuine assistance. I even called customer service and received the same cold replies after being passed around 3-4 times to different departments..."apologies for the inconvenience too late to cancel or change reservation"!!

This was, without question, the worst experience I’ve ever had at an all-inclusive resort. Wyndham clearly isn’t focused on delivering quality hospitality, but rather on selling cheap, underwhelming packages that leave customers feeling scammed. Our 10-year anniversary, which we were so excited to celebrate, was completely spoiled by this terrible experience.

Wyndham is clealy loosing its hold in luxury hospitality market really very disappointed especially given that i am a Wyndham member, and a Wyndham credit...

We are currently staying at Grand Palladium colonial. When we arrived after travelling for over 21 hours due to flight delays and lack of staff at immigration we were exhausted and just wanted into our room. On checking in we were offered an upgrade to White Sands at a cost of $150 per night for a room. We declined this and were then shown on a map areas where we were not allowed to go, which wasn't made clear to us at time of booking. We had asked for a low floor and a king size bed as I have mobility issues.. We were shown to a "villa" which was quite deceiving as it was just a number of rooms in one area. We were shown to a room on the third floor which we had to walk up six flights of stairs . On entering our room the stench of damp was overwhelming. It stank! We were also told we had a deluxe two double bed room. The beds were obviously small doubles. We decided to go to the main public area for food and to enquire about changing our room. As we arrived it was in a tropical downpour. We were advised that the golf buggies taking guests from their rooms to the main area were every 5 mins. We waited 40 mins for one. As we arrived in the dark we had no idea where we were in relation to the main public areas . We eventually managed to get food. The next morning we were again asking about getting our room changed due to the stench and quite frankly the disgusting odour of the room which smelled of urine . We went for breakfast and were turned away from two restaurants as they were closing . We were directed to the sports bar as they apparently did food all day. Again we were refused food . We went back to reception to ask about this and were referred to the beach bar as they would be doing food. I pointed out that I was diabetic and needed to eat . Again we were told that that was our only option. As it was torrential rain, we asked were we expected to walk down the beach in the rain . Again it was repeated that this was our only option. At this point I was having a hypo due to my diabetes. All I could do was eat sugar. The public areas of the hotel are beautiful as are the bars etc. Unfortunately if you order a drink from the waitresses you will have to wait 10-15 mins to get it. If you order cocktails be aware that the tiniest amount of alcohol is added and you can't taste any alcohol. Stick to beer and wine although the wine is awful ,cheap and nasty. The buffet restaurants are spacious,however the food needs addressed . The same food choice is churned out for breakfast,lunch and dinne and are very bland No variations are offered. Food is mainly plentiful,however it is mostly cold. Trying to get hold of waiting staff is a nightmare. They are happy to clear tables but don't want to get you alcohol drinks. As this is the same over all the eating areas and bar areas it seems that management don't want to spend money on buying more alcohol. The cleanliness of the hotel is very good .but the bedrooms badly need to be modernised. These rooms let down the hotel . Definitely not a five star hotel. I would definitely come back to Cancun but...