Cancún Hotels

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Guidebooks

Gran Caribe Real

Exterior

At a Glance

    Pros

  • wide array of activities
  • gym has yoga and spin classes

    Cons

  • room decor uninspired
  • mediocre restaurants
  • pools tend to get crowded

Fodorite Reviews

Average Rating:  

Gran Caribe Real Review

There's no such thing as a standard room at this all-suite resort, where the most basic option is a spacious junior suite with a sofa bed, sitting area, flat-screen TV, and balcony. Family suites have bunk beds. Due to its size (477-suites in all), it may feel a bit crowded at the check-in line or at the pools, but if you're lucky (and quick) you can snag a chaise in the outdoor areas. The aqua park with a pirate ship and waterslide—one for kids and one for adults—is the perfect way to cool off. Mayan-inspired artwork is found throughout the lobby and other public spaces, whereas the suites are decorated in a Mexican-colonial style that features ornate beige and gold-tone accents. Guests are allowed access to the resort's four sister properties in Playa del Carmen and Cancún.

    Contact Information

  • Address: Blvd. Kukulcán, Km 11.5, Zona Hotelera, Cancún, Quintana Roo 77500 | Map It
  • Phone: 998/881–7340; 800/760–0944 in U.S.
  • Website:
  • Location: Zona Hotelera

    Hotel Details

  • 487 suites.
  • Rate includes all-inclusive.
Updated: 03-18-2013

Fodorite Reviews

Average Rating:  
  • Room  
    Décor  
    Service  
    Value  

    Our 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 (Angel) 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.

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