Grand Palladium Kantenah Resort & Spa
Riviera Maya,
Mexico 
10567 Reviews
price from $ /night
About Grand Palladium Kantenah Resort & Spa
Tucked away among the lush tropical vegetation of the Mayan Riviera, Grand Palladium Kantenah Resort & Spa overlooks nearly a mile of exquisite beach. The hotel embodies the richness of the environment and is surrounded by local animals and lavish gardens that provide a truly unique experience. The stunning Mayan style architecture features towering ceilings, marble floors and all the finishings expected for an extraordinary vacation destination.
Those staying at Grand Palladium Kantenah Resort & Spa can enjoy the wide selection of pools, restaurants, facilities and shared installations with the other two hotels, Grand Palladium Colonial Resort & Spa and Grand Palladium White Sand Resort & Spa. With the Infinite Indulgence® experience, everything is included.
Grand Palladium Kantenah Resort & Spa is the perfect choice for a spectacular getaway. It is conveniently located within walking distance to the main pool, kid’s clubs and on-site water park, complete with colorful slides and a shallow pool to keep the little ones entertained for hours. The modern and spacious rooms, including a special adults-only option, have all the comforts you need for an unforgettable stay.
Get your blood flowing with a variety of activities, such as soccer, archery, and volleyball at the activities center. Browse the souvenir and craft shops, or explore the tropical marine life on a snorkeling adventure. After that, wind down with a cocktail at the Bar Las Olas while enjoying live music, sample the Japanese cuisine at the Sumptuori Restaurant, or feast on the impressive variety of dishes offered at the El Gran Azul show cooking restaurant. Remember to end your stay with a visit to the state-of-the-art Zentropia Spa & Wellness center, where you can indulge in the exceptional array of beauty and relaxation treatments.
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Aug 18, 2026 -
Aug 21, 2026 3 nights
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Deluxe Garden View
Surrounded by the exuberant vegetation of the Mayan forest are our luxurious, comfortable Deluxe rooms. They have two double beds or one king sized bed. They are the perfect accommodation due to their central location which offers easy access to the central building and the restaurant area through our green paths.
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Deluxe Garden View Single
A furnished balcony for you to enjoy the lush views of the Riviera Maya landscape, a flat-screen TV, a reading area and complimentary toiletries, among the many amenities designed to make your vacation perfect. The accommodation offers a king-size bed or two double beds and is conveniently located close to the hotel lobby and the main facilities.
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Junior Suite Garden View
It has an area of 42m2 which will make your stay more roomy and comfortable. All our Junior Suites have two double beds or one king sized bed. As well as having the same facilities as our standard rooms, they include a double sofa bed. Their location near our beach and pool areas offer added value in terms of convenience, particularly for families with children.
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Romance Villa Suite Beachside
Our Romance Villa Suite are the ideal accommodation for a relaxing holiday a few metres from the sea or our main pool. They have a comfortable terrace with hammock and our outdoor Mayan shower. Undoubtedly the best accommodation for enjoying yourself Palladium style surrounded by nature. Formerly known as Mayan Suites.
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Grand Palladium Kantenah Resort & Spa Amenities
- Entertainment
- Basketball
- Non-motorized water sports
- Scuba Lessons
- Swimming pool(s)
- Fitness Center
- Snorkeling
Weddings At Grand Palladium Kantenah Resort & Spa
Begin your happily ever after in a place that inspires you’ll remember beyond pictures. Whether dreaming of an intimate wedding or extravagant ceremony on the beach, you’ll find the perfect place and package when you book your special day at one of Jewel’s all-inclusive resorts in Jamaica. Let us bring your fantasy to life as our professional event planners take care of your every need – from floral to photography – and discover all of the benefits of getting married at destinations designed with romance in mind.
Restaurants
La Hacienda
- Buffet
Enjoy the convenience of a buffet without sacrificing quality and service at this restaurant. Perfectly located at the Grand Palladium Colonial, it's always a convenient option for enjoying breakfast, lunch and dinner. The freshness, great variety and high quality of its dishes always make this show cooking restaurant a safe, convenient choice.
La Laguna
- Buffet
Located at the Grand Palladium White Sand, enjoy the outdoors while sipping on your favorite drink.
Tikal
- Buffet
Buffet restaurant with a wide variety of dishes and stations, all guests will find a culinary option to their liking. This restaurant is a quick, convenient and safe option if you want to always make the right choice when choosing your menu.
Chic Cabaret & Restaurant
- A la Carte
The best things are always saved for when the sun goes down. Prepare your senses for this gastronomic and sensory experience, its time for Chic Cabaret & Restaurant. Dim lights, laughter, flirting and sensuality. Some things are shown, while others are known intuitively. A musical spectacle bursting with light, color and energy, where you will become part of the show and it will be a part of you forever. Travel through history and experience the shows of yesterday, where feathers, glitter and sensual choreographies will transport you from the Moulin Rouge in Paris to the old cabarets in Berlin. Enjoy a taste of pure excitement and a performance that will become an authentic experience, accompanying an exquisite cuisine in an evocative atmosphere that invades all 5 senses.
El Gran Azul
- Buffet
Located at the Grand Palladium Colonial and Grand Palladium Kantenah hotels, this restaurant offers food service with the primary attraction of outdoor dining. An outstanding place for group dinners, incentives, weddings or any event you'd like to hold at the hotel. BREAKFAST 11:00am-11:45am LUNCH 12:00pm-05:00pm
La Dalia
- Buffet
Located at Grand Palladium White Sand, this restaurant serves breakfast, lunch and dinner. You can enjoy a wide variety of dishes, as well as a salad and dessert bar. Every night the selection is changed and our guests can enjoy dishes created by our excellent, professional kitchen. BREAKFAST 07:00am-11:00am LUNCH 1:00pm-03:30pm DINNER 06:00pm-10:30pm
Poseidon
- A la Carte
Located at a spectacular rocky spot bathed in the sea and fresh air, this lovely restaurant is the perfect place to enjoy the best fish and rice in one that you'll never forget. DINNER 6:30pm - 10:00pm ETIQUETTE For gentlemen, shirts or T-shirts with sleeves and long pants or formal bermuda are required in all a la carte restaurants.
Portofino
- A la Carte
- Italian
The Portofino Restaurant stands out not only for its amazing and traditional pasta dishes and pizza but also for its abundant aromas and flavours of the Mediterranean. Here Parmesan cheese, tomatoes and olive oil are the star ingredients and the service and decor are the perfect complements to an unforgettable meal. DINNER 5:30pm - 10:30pm ETIQUETTE For gentlemen, shirts or T-shirts with sleeves and long pants or formal bermuda are required in all a la carte restaurants.
Sumptouri
- A la Carte
- Asian
For lovers of Japanese cuisine. À la carte restaurant with the most popular pieces from one of the most international types of cuisine: Japanese. The restaurant has a teppanyaki from which you'll enjoy front row seats to a true culinary show. The restaurant's decor will transport you from Mexico to the most traditional Japan from the moment you step foot in the restaurant. DINNER 5:30pm - 10:30pm ETIQUETTE For gentlemen, shirts or T-shirts with sleeves and long pants or formal bermuda are required in all a la carte restaurants.
Ribs & More
This large American restaurant offers an incredible variety of meats, ribs, hamburgers and much more! A spectacular variety of wines to pair with the different flavours you'll find in this restaurant where you can enjoy authentic American cuisine for an outstanding evening. DINNER 5:30pm - 10:30pm ETIQUETTE For gentlemen, shirts or T-shirts with sleeves and long pants or formal bermuda are required in all a la carte restaurants.
La Adelita
- Mexican
- A la Carte
How could you visit Mexico and not try their authentic northern-style burritos or Margarita shrimp? That's why La Adelita, our à la carte Mexican restaurant, is a must during your vacation at our Riviera Maya Complex. Here you'll enjoy anything from Mexican cuisine's most popular dishes to our most special dishes prepared following our chef's own recipes, also full of authentic Mexican flavour. INNER 5:30pm - 10:30pm ETIQUETTE For gentlemen, shirts or T-shirts with sleeves and long pants or formal bermuda are required in all a la carte restaurants.
Bahia E Brasa
- Steak
- A la Carte
Brazilian cuisine. One of the most successful restaurants in the entire complex, serving a wide variety of meat from Brazil, cut on the spot by our waiters and served freshly cooked to your table. DINNER 05:30pm-10:30pm ETIQUETTE For gentlemen, shirts or T-shirts with sleeves and long pants or formal bermuda are required in all a la carte restaurants.
El Dorado
- Steak
- A la Carte
The resort's à la carte steak house, paradise for meat lovers. Only the best cuts, grilled and combined with the most flavourful and varied side dishes. And always, in addition to the menu, the salad bar lets you complement your dinner with whatever you like best. What better way to regain strength after a day of sun, beach, culture and fun? DINNER 5:30pm - 10:30pm ETIQUETTE For gentlemen, shirts or T-shirts with sleeves and long pants or formal bermuda are required in all a la carte restaurants.
Chang Thai
- A la Carte
- Asian
includes a beautiful terrace along with a buffet area which offers a wide variety of local Thai cuisine and flavors which is one of the most sophisticated from the Southeast Asian area. Chang Thai includes a healthy, natural and diverse menu which combines vegetables, chicken, meats and shrimp with sweet and sour, peanut and curry sauces. These dishes will delight you with exquisite balancing flavors of sweet, salty, sour and spicy. Be ready to be taken on a culinary journey through the beaches of Phuket or the upbeat streets of Bangkok without leaving the beautiful resort. DINNER 5:30 PM – 10:30 PM ETIQUETTE For gentlemen, shirts or T-shirts with sleeves and long pants or formal bermuda are required in all a la carte restaurants.
La Lola
- A la Carte
La Lola offers you a wide range of gastronomic choices; we combine traditional Spanish cuisine with the latest culinary trends, giving as a result a large selection of signature tapas and pinchos. No-one will be left indifferent by our best hot and cold Spanish specialities and as for the sweets...! TIMETABLE 17:30 - 22:30h ETIQUETTE In our à la carte restaurants, gentlemen require either long trousers or formal Bermuda shorts and a sleeved shirt or beach shirt.
Bars
Bar La Laguna
- Bar
Take advantage of every moment. You don't have to look far. At the swim-up bar La Laguna at Grand Palladium White Sand we will show you what a 5-star service looks like.
Hemingway Bar
- Bar
Non-smoking. International “Premium” Beverages and selection of board games and books.
Xtra Time Sports Bar
- Sports Bar
All the excitement and speed of sport come to life as never before in our new Sports Bar. Enjoy our snacks service, an extensive menu of beverages, table games and sporting events broadcast live on our large main screen. You will not be allowed to enter the Sports Bar if you are wet or you are not wearing shoes.
La Jarra Bar
- Bar
" La Jarra" bar is located on the beach at the Kantenah Hotel, the perfect place to enjoy some sunshine, the sea breeze and the beautiful views over the Caribbean Sea. TIMETABLE 10:00am - 6:00pm
Bar Las Olas
The resort includes magnificent beach bars, the perfect place to enjoy an unforgettable experience overlooking the sea at the Riviera Maya. Make your way to the gorgeous beach in front of the Grand Palladium Colonial Resort & Spa, and let the soft white sand caress your feet while you enjoy a refreshing drink or a cold beer at our Las Olas Bar with snacks, what else could you ask for? Best of all, the Las Olas Bar offers music and delicious drinks 24 hours a day. Enjoy the best tropical cocktails and mixed drinks, while listening to the relaxing sound of the sea and gazing at the starry night sky of the Riviera Maya. In this magnificent Grand Palladium Riviera resort bar, you'll also find a wide variety of snacks to enjoy during a day at the beach, with every detail taken care of. Rest and relax in an ideal environment. TIMETABLE 24hrs ETIQUETTE Snacks 24 hrs.
Swim Up Bars
- Swim-up pool bar
Take a dip in the main pool of the Colonial & Kantenah Hotel and swim your way to the Swim Up bar to try the variety of drinks and cocktails that our barman can make for you. TIMETABLE 10.00am - 8.00pm
Family
El Ranchito Mini Club
- Kids Club
Raggs
- Kids Club
Black & White Junior's Club
- Teen Club
Baby Club
- Baby Sitting
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Hotel Reviews
4.3
(10567 Reviews)
(10567 Reviews)
Excellent - 6,144
Good - 2,538
Average - 1,005
Poor - 498
Terrible - 384
Location - 4.0
Rooms - 4.0
Value - 4.0
Cleanliness -
4.0
Service - 4.0
Sleep Quality - 4.0
Recent Reviews
Wanderer288720 wrote a review
October 2025
Terrible resort with terrible food and staff
Please don’t go here. I have travelled extensively in Mexico and this is by far the worst resort ever. The rooms are nice . It ends there . The staff don’t speak and don’t attempt to speak English. The food is horrible. Many people were sick from it. Just spend your hard earned money elsewhere . The resort is also massive.
Date of Stay: October 2025
17raymondf wrote a review
October 2025
Overall Experience
Overall the experience was great at this hotel. Everyone from the staff to the guests at the resort were great. All the waiting staff at the bars, pool side to the restaurants and shuttle drivers were exceptional.
Value - 4
Rooms - 4
Location - 4
Cleanliness - 4
Service - 5
Sleep Quality - 4
Date of Stay: October 2025
lornamS1217WD wrote a review
October 2025
Perfect family holiday
We stayed for 10 nights as a family of 4 with 2 young children. Brilliant hotel with excellent facilities. Room sizes are great! We loved the a-la carte options - i do feel when White Sands becomes select and Kantenah loses the use of these facilities, it will be a great shame. Food in the main restaurants can be repetitive so definitely recommend trying to book the a-la cartes. Staff are very accommodating and friendly. Recommend the snorkeling trip to Cozumel from the hotel beach, I lost count of how many turtles we saw! Would love to come back in the future.
Date of Stay: October 2025
mhtravel23 wrote a review
October 2025
We get tot he hotel and our room is not ready, no problem they say they'll let me know when it is ready should be about an hour. I go to the desk two hours later and am given a room bracelet/number.
The room smells like it's been wet for days, the mirror is rusted, bugs smashed to the wall, there is no dresser and it has two full size beds (we reserved a king) which could not be changed.
The food situation was frustrating, only able to eat during specific times, no room service, and the same food is served everywhere every day unless you get a dinner reservation. Many restaurants in the complex are either not included or were closed for the duration of our trip making the options slim. Even if the spot was open it is unlikely you'll get a reservation unless you make it at least four days in advance.
We were told the ports bar served food 24/7 this is not the case, they closed between 10am and 12pm (when all other restaurants are also closed) don't expect to eat between 10:30 and 1pm if you stay here.
I did not know there were included classes or activities until the second to last day and only found out by speaking with another visitor.
Spent a a lot of the time here feeling frustrated and confused instead of relaxing in paradise.
Lot of Limitations and Confusion
As first time all-inclusive travelers maybe we set our expectations too high.. is this normal?We get tot he hotel and our room is not ready, no problem they say they'll let me know when it is ready should be about an hour. I go to the desk two hours later and am given a room bracelet/number.
The room smells like it's been wet for days, the mirror is rusted, bugs smashed to the wall, there is no dresser and it has two full size beds (we reserved a king) which could not be changed.
The food situation was frustrating, only able to eat during specific times, no room service, and the same food is served everywhere every day unless you get a dinner reservation. Many restaurants in the complex are either not included or were closed for the duration of our trip making the options slim. Even if the spot was open it is unlikely you'll get a reservation unless you make it at least four days in advance.
We were told the ports bar served food 24/7 this is not the case, they closed between 10am and 12pm (when all other restaurants are also closed) don't expect to eat between 10:30 and 1pm if you stay here.
I did not know there were included classes or activities until the second to last day and only found out by speaking with another visitor.
Spent a a lot of the time here feeling frustrated and confused instead of relaxing in paradise.
Value - 2
Rooms - 2
Location - 4
Cleanliness - 3
Service - 2
Sleep Quality - 1
Date of Stay: October 2025
R9401LSemmad wrote a review
October 2025
Excellent!
Everything was amazing - Service, staff, pool, room, food, drinks, entertainment/activities. What's also great is you get access to all 3 Grand Palladium sites which are walking distance from each other. Definitely enjoy a meal at the Japanese à la carte, it's worth it! Pro tip: bring some water shoes for the ocean, the ocean floor has some rocks/algae in some spots.
Value - 5
Rooms - 5
Location - 5
Cleanliness - 5
Service - 5
Sleep Quality - 5
Date of Stay: October 2025
W303ES_m wrote a review
November 2025
Long time waiting services
Very far to walk and lines everywhere. To get coffee, to get wine, to get dinner or breakfast. We Wlwere first one for breakfast ,but they called people behind us and we keep waiting. When I asked why we should keep waiting lady said because not so many tables for two??? Isn't should be first come ,first serve ? Our cottage was very far from Lobby and take long time waiting card to go for dinner of get to close to the beach. Internment only on weekend . Food the same everyday, no variety. Don't recommend this resert
Value - 2
Rooms - 3
Location - 3
Cleanliness - 3
Service - 2
Sleep Quality - 3
Date of Stay: November 2025
cazzamiller1978 wrote a review
November 2025
Grimsby, Lincolnshire, England
The hotel is beautiful and the grounds are beautifully maintained.
From our previous visit, we knew the buffet food was a limited and repetitive but with the use of the a la cartes we knew we'd be fine. Always found enough to eat, although there isn't enough staff to serve the food that is to order so you could end up waiting. This is no reflection on the staff as they work very hard, but management need to put a couple more people on the cooking stations to help reduce waiting.
Our daughter did kids club 3 times which she really enjoyed, lots of activities to do. They don't do many kids activities on the evening though which we've had at a different hotel, but the evening entertainment itself is really good and the dancers are brilliant.
The pool is beautiful although very deep and at 5ft 7 I could it just touch the floor on my tiptoes. There are a couple of shallow bits for kids to play but otherwise it's very deep all round. Well kept though as is the kids pool.
Room was well kept, daily service & we like that the hotel does it's bit for the ecp system by not changing sheets & towels every day unless you ask them too. Who needs clean sheets every night if you've had a shower as well anyway.
Air con in room really good too. Love the automatic lights for the bathroom when you get up in the middle of the night, you don't need to be feeling around for the switch!
We definitely want to return but die to the cages startimg in 2026 & the Facilities at Kantenah being reduced, yet the price actually going up, we may not as there are other hotels of similar price that offer more access to the hotels, but we will see. Massive price difference to uograde to Family Select if booking from the UK & Tui no longer even offer this option
Grimsby, Lincolnshire, England
Excellent stay, beautiful hotel
Previously stayed in 2018 for our honeymoon so decided to come back with our 6 year old this time.The hotel is beautiful and the grounds are beautifully maintained.
From our previous visit, we knew the buffet food was a limited and repetitive but with the use of the a la cartes we knew we'd be fine. Always found enough to eat, although there isn't enough staff to serve the food that is to order so you could end up waiting. This is no reflection on the staff as they work very hard, but management need to put a couple more people on the cooking stations to help reduce waiting.
Our daughter did kids club 3 times which she really enjoyed, lots of activities to do. They don't do many kids activities on the evening though which we've had at a different hotel, but the evening entertainment itself is really good and the dancers are brilliant.
The pool is beautiful although very deep and at 5ft 7 I could it just touch the floor on my tiptoes. There are a couple of shallow bits for kids to play but otherwise it's very deep all round. Well kept though as is the kids pool.
Room was well kept, daily service & we like that the hotel does it's bit for the ecp system by not changing sheets & towels every day unless you ask them too. Who needs clean sheets every night if you've had a shower as well anyway.
Air con in room really good too. Love the automatic lights for the bathroom when you get up in the middle of the night, you don't need to be feeling around for the switch!
We definitely want to return but die to the cages startimg in 2026 & the Facilities at Kantenah being reduced, yet the price actually going up, we may not as there are other hotels of similar price that offer more access to the hotels, but we will see. Massive price difference to uograde to Family Select if booking from the UK & Tui no longer even offer this option
Value - 5
Rooms - 5
Location - 5
Cleanliness - 5
Service - 5
Sleep Quality - 5
Date of Stay: October 2025
bianca92788 wrote a review
November 2025
Atlanta, Georgia
Atlanta, Georgia
It's not worth it
The stay was okay, seemed like ref we staff did not want to help money was taken from me. I mean they really went searching. They stole their own tip that I was going to give them. Ana they allowed someone to use my room number to charge things to my room. I was not aware till I had to check out
Value - 3
Rooms - 3
Location - 2
Cleanliness - 3
Service - 3
Sleep Quality - 2
Date of Stay: November 2025
mex_34 wrote a review
November 2025
Manchester, Greater Manchester, England
I would grade 3.5 if possible, but as it’s not, it’s a 3.
I’m writing this review for Kantenah, which we booked, but we were given an older room in Colonial on our arrival.
A lot has changed since our last stay here. On check in there was no welcome drink as previously, and no real explanation of why we were not staying in Kantenah as planned. They weren’t aware we had stayed here before. Previously returning guests had foil banners put on their doors to welcome them back, so we missed that. It’s our anniversary whilst we’re here, which the hotel had been informed of, but that came and went without acknowledgment (again a change from our last visit).
We were told we had been allocated a Romance Villa in Colonial, a superior room. It is different to the blocks of rooms in other areas of the hotel, as it’s fewer rooms in a different layout, but it’s definitely not a superior room. In fact the neighbouring rooms are being refitted and refurbished around us and in the neighbouring blocks (there is a lot of noise from the works throughout the day and into the evening).
Our room is old and outdated and not at all as shown in the photos of it on the website we booked from. The door is broken and doesn’t secure properly at the top. The air con is very noisy and doesn’t have adjustable settings, it’s either on or off. There’s insufficient sound proofing in the room so you hear those above and next door moving around, using the stairs, opening and closing things (not the case in the blocks). The headboard on our bed bangs loudly when getting into bed and when turning over in the night, so good luck with that! One of the ceiling panels was falling out but housekeeping appear to have put it back in. The mosquito curtain across the doors doesn’t close properly. There’s a large tv with lots of channels but no longer a list of what they are (so you’ll need to scroll through them all and write down the English speaking ones if that’s what you need). The housekeeping team do a good job, the room is kept clean and towels replenished etc and also drinks and snacks and water in the minibar are topped up daily. Unfortunately our fridge only closes with a strong nudge, and has black mould around the base as it leaks. We asked for more pillows as there were 2 for our super king bed, they were delivered very quickly. The ironing board and iron in our room are unusable, so iron before you come!
I’d be grateful if one of the management would contact me to discuss allocation of our room (3204) rather than a Kantenah room we were expecting.
There’s no information on what’s going on in and around the hotels - no one told us about the hotel app on check in where you can find most info. The same applies for booking the a la cartes - you can do this on the app or in person in the lobby if you want to get in a queue at 8am (not my preference!) But the app is overwhelmed at 8am and crashes, and a booking you think you have secured doesn’t go through. By the time the rush has passed, all ‘slots’ have gone - very frustrating. Again no one has advised when the slots are released, it’s just trial and error.
When we last stayed here there were 3 large buffet restaurants available for breakfast and evening meal. One of those is now only for the Family Selection, seriously limiting the numbers of tables available for the majority of holidayers in the resort to use, and it shows. Expect a short to medium queue for every breakfast (and a looong queue for evening meal if you don’t get an a la carte). The staff work very hard but can’t keep up with replenishing the food; very often you will walk round with a plate and find all the buffet servers empty waiting to be refilled. This was a real change for us to see compared to our last visit and very disappointing. There have been many changes relating to restrictions for those who don’t pay supplements or arent staying in the higher end areas of the resort - restaurant access, pool access, better sun beds, etc. which is also disappointing but in line unfortunately with many other resorts.
Staff work hard to keep the grounds looking good, they are friendly and always greet you. The Italian, Mexican and steakhouse a la cartes are good. Drinks are good, ask your server for recommendations and try something new! It’s nice to enjoy the lobbies with a coffee and a book. The day of the dead celebrations were great to see.
The secret pool is a nice quiet escape, the gym is great and the spa lovely.
The interiors of the lobbies and restaurants have all been updated and look modern and appealing.
The areas around the pools are well maintained, there are always fresh towels, the bar staff are great. and we’ve seen lots of wildlife.
Such a shame that many of the good things about the resort have changed and it feels as though the concerns raised by many returning holidaymakers aren’t being listened to.
I’m sorry to say wouldn’t return.
Manchester, Greater Manchester, England
Still overall a pleasant stay but issues with restaurant capacity & general maintenance mean we won’t return a 4th time
This is our third trip to the resort. We have currently been here for 6 nights.I would grade 3.5 if possible, but as it’s not, it’s a 3.
I’m writing this review for Kantenah, which we booked, but we were given an older room in Colonial on our arrival.
A lot has changed since our last stay here. On check in there was no welcome drink as previously, and no real explanation of why we were not staying in Kantenah as planned. They weren’t aware we had stayed here before. Previously returning guests had foil banners put on their doors to welcome them back, so we missed that. It’s our anniversary whilst we’re here, which the hotel had been informed of, but that came and went without acknowledgment (again a change from our last visit).
We were told we had been allocated a Romance Villa in Colonial, a superior room. It is different to the blocks of rooms in other areas of the hotel, as it’s fewer rooms in a different layout, but it’s definitely not a superior room. In fact the neighbouring rooms are being refitted and refurbished around us and in the neighbouring blocks (there is a lot of noise from the works throughout the day and into the evening).
Our room is old and outdated and not at all as shown in the photos of it on the website we booked from. The door is broken and doesn’t secure properly at the top. The air con is very noisy and doesn’t have adjustable settings, it’s either on or off. There’s insufficient sound proofing in the room so you hear those above and next door moving around, using the stairs, opening and closing things (not the case in the blocks). The headboard on our bed bangs loudly when getting into bed and when turning over in the night, so good luck with that! One of the ceiling panels was falling out but housekeeping appear to have put it back in. The mosquito curtain across the doors doesn’t close properly. There’s a large tv with lots of channels but no longer a list of what they are (so you’ll need to scroll through them all and write down the English speaking ones if that’s what you need). The housekeeping team do a good job, the room is kept clean and towels replenished etc and also drinks and snacks and water in the minibar are topped up daily. Unfortunately our fridge only closes with a strong nudge, and has black mould around the base as it leaks. We asked for more pillows as there were 2 for our super king bed, they were delivered very quickly. The ironing board and iron in our room are unusable, so iron before you come!
I’d be grateful if one of the management would contact me to discuss allocation of our room (3204) rather than a Kantenah room we were expecting.
There’s no information on what’s going on in and around the hotels - no one told us about the hotel app on check in where you can find most info. The same applies for booking the a la cartes - you can do this on the app or in person in the lobby if you want to get in a queue at 8am (not my preference!) But the app is overwhelmed at 8am and crashes, and a booking you think you have secured doesn’t go through. By the time the rush has passed, all ‘slots’ have gone - very frustrating. Again no one has advised when the slots are released, it’s just trial and error.
When we last stayed here there were 3 large buffet restaurants available for breakfast and evening meal. One of those is now only for the Family Selection, seriously limiting the numbers of tables available for the majority of holidayers in the resort to use, and it shows. Expect a short to medium queue for every breakfast (and a looong queue for evening meal if you don’t get an a la carte). The staff work very hard but can’t keep up with replenishing the food; very often you will walk round with a plate and find all the buffet servers empty waiting to be refilled. This was a real change for us to see compared to our last visit and very disappointing. There have been many changes relating to restrictions for those who don’t pay supplements or arent staying in the higher end areas of the resort - restaurant access, pool access, better sun beds, etc. which is also disappointing but in line unfortunately with many other resorts.
Staff work hard to keep the grounds looking good, they are friendly and always greet you. The Italian, Mexican and steakhouse a la cartes are good. Drinks are good, ask your server for recommendations and try something new! It’s nice to enjoy the lobbies with a coffee and a book. The day of the dead celebrations were great to see.
The secret pool is a nice quiet escape, the gym is great and the spa lovely.
The interiors of the lobbies and restaurants have all been updated and look modern and appealing.
The areas around the pools are well maintained, there are always fresh towels, the bar staff are great. and we’ve seen lots of wildlife.
Such a shame that many of the good things about the resort have changed and it feels as though the concerns raised by many returning holidaymakers aren’t being listened to.
I’m sorry to say wouldn’t return.
Date of Stay: November 2025