Gran Melia Cancun - Cancun

our room was in the basement!

This guest did not leave a comment.

This is a great hotel with only a few down points, the food is not as good as it could be and everything is very expensive in there!! Other than that it's a awesome place to stay!!

This was a big suprise beacuse of the excellent rate and I would stay there again. May be the cleanest hotel I've stayed in for sometime. This Spanish (Spain) owned chain has their act together in quality of the staff and beauty of the hotel. Pools overlook the ocean and there is a good expanse of beach. Extremely friendly staff with lots of smiles. […] The gym is above average and the equipment modern. There were only two very minor downsides. The coffee in the hotel is really not up to par. However there is a 7-11 and a McDonalds in walking distance. Coffee in the McDonalds is passable and the 7-11 is great to load up on snacks and liquids including beer. The other problem is a bit more serious in that checking in and out can be a nightmare with a long wait if staff are not at the desk. In addition, make sure you check carefully the hotel charges credited to your room. I found many mistakes and it took a while to reslove. But it was resolved after a long wait and irritation of those behind me in line. I suggest getting the bill the night before and checking the charges. I did not select the European Plan but many guests did but snack food was quite reasonable a la carte. You will like this hotel. Read more

What a hip and totally modern hotel. the architecture is wonderful and the place never seems crowded. It IS a bit pricier than other places, but it does have a niche in the hip type of crowd.

This guest did not leave a comment.

Great location, Great staffs, But Busy front desk, busy phone. It would take forever to have someone at their front desk answer your phone, if you are lucky it wouldn't hang up on you. Too complicated to check-in & check out. If you make reservation last minute or during weekend be prepared to have credit card $3000 Mexican peso on hold to get the room […] key until hotels.com can sort it out with them. Beautiful & big hotel would make you get lost easily to find your way to your room, pool, beach, front desk give yourself 30mins to find them. The internet is not free, the shade by the beach or business center is not free either. Pool closed by 7p (asa dark). Food is great, service is great except one of those day when one of the front desk staff was too busy or bad day from home, you would get the tough time and the rest of their front desk team have to apologize and make up for customer. Overall is great service, clean, convenience. Don't take taxi alone when it's dark. The bus $8.50 mexican peso along the coast line, don't go too far from your comfort zone. I wish I could remember that unfriendly female front desk name who I contacted with and made me felt like I didn't what to tell any friends to go back but the rest of the front desk are the great customer service team to try to do their best job. Read more

This hotel was beautiful and the staff was friendly. However, first of all, I choose an upgraded room that came with "$200.00 U.S. resort credit". What I got for this was a sheet of coupons for things like $5.00 off a $25.00 purchase at the Market and so on. I feel that this was false advertisement and I would not have booked this and spent what I did […] for the room if I had known that. Second, we could hear the singer and music from the bar on the first floor like it was next door late in to the night. We were on the fifth floor. Read more

This guest did not leave a comment.

Internet connection was unstable. I bought the 24-hour pass, but I couldn't use the internet 12 hours...

This guest did not leave a comment.

we stayed in the red level and it was marvelous! private section, has it's own pool, own services and all.

The stay at the Gran Melia Cancun was one of our best travel destinations ever because of the outstanding customer service and value. We had wonderful food from the Hotels Restaurants with service that is very hard to find in the tough economy. The hotel was fully staffed to ensure the guests had prompt and pleasant service. We were so impressed that […] we have planned our next get away with this Company. Read more

Beautiful hotel and views. Best Mexican food I have ever eaten. And the buffet alone is better than many sit-down restaurants I've been to. Top-notch service and worth every dollar spent. Can't wait to be back!

I absolutely loved the Gran Meliá in Cancun. I was most impressed with the hospitality and friendliness of its knowledgeable and helpful staff. The rooms were comfortable and the overall decor, elegant. The overall architecture of the hotel - beautiful! I love how the hotel's architecture is inspired by Mayan culture. I will be back!

This guest did not leave a comment.

The Bad: All Inclusive is a joke. Your limited to some items on the room service menu, and IF you order room service, there is a $6 delivery fee. Thats basically the price of the meal itself! The sushi restaurant, Nami, is the biggest joke ever. They have 2 fish items, Tuna and Salmon. The tuna is the same kind you buy in little frozen blobks from your […] local seafood market.. its very watered down and tastes bad. Sashimi is an extra $$$ per order. Then they have 4 rolls. Dont try the beef and chicken roll. You will thank me. I know all inclusive is roughly $100 extra per person, per day, but stay away from it. We took the bus ($1/person) down to the shopping area (La Isla) .. and ate at some local restaurants... for roughly $30 total for 2 people. All Inclusive is good if you drink alot of beer. Bot for food.. save yourself roughly $100 per person per night.. and head down the strip a few blocks and eat at the shopping centers/restaurants. The Good: Awesome hotel. Very clean. Staff was super nice and helpful. Scuba Diving practice in the pool was awesome. We would definitely go back, but not All Inclusive. There is no way we even ate or drank near the amount we paid... especially with all the restrictions ($6 room service delivery fee, extra $$$ for sashimi, etc..) Read more

We arrived at night. The hotel looks great from outside and the decoration inside is also fantastic. Maybe because we arrived late (about 9:30 PM) I and my wife got a room right next to the elevator and my friends got a room with double beds while he booked for a king size bed. They went ask for change but were told that was the last one. Also the light […] in our bathroom was out of order and made us a little inconvenient. When we got up we went enjoy the beach. The view is nice but the sand is not as soft as the sand at the hotels in the northeastern corner of Cancun hotel zone. And we all got bitten by something we don’t know several times and that made us felt swell and itchy later. Then I went swimming in the pools and that was the best part of my staying in Gran Melia. Read more

The interior of the hotel is very pretty, with many private areas for meetings and to enjoy the ocean views. However, except for the rooms, the whole hotel's interior, including its lobby and hallways, does not have AC. I am an all-inclusive guest. And in case the hotel’s management does not realize it, all-inclusive also means INCLUDING air conditioning. […] How can one enjoy sitting at the bar or eating sushi at the sushi restaurant without air conditioning? It's ridiculous! Also, the hotel service staff, especially those that work in the restaurants and the lobby check-in/check-out areas are too aggressive in asking for tips. It makes the hotel looks and feels cheap. When I checked out and had already paid all my bill, with my black wrist band had already cut and was on my way out of the door walking toward the van, a bell hop came over insisted on helping me with my bags. I only had two bags so I did not think it was necessary. Besides, I was only few steps away from the van. But because he was so insistent in his asking I gave him one of my bags---a small backpack. As soon as he put it in the van, he asked me for the check-out slip, which I did not have. The check-out clerk forgot to provide me one. He actually told me that I could not leave the hotel without the check-out slip. He held up my van. What nerves. I don’t owe him or the hotel anything. How could he have the rights to hold up my van? He did not pay for the van. I did. He wanted the check-out slip so that he could collect tips, verifying that he had helped me with my luggage. Management needs to change this policy. You are management a beautiful 4/5 stars hotel, not some cheap motel in a sleazy neighborhood. Another thing that really, really bothered me during my stay was that anytime I asked for something to eat or drink anywhere--outside or inside--of the hotel I had to provide the waiter my room number. This was extremely annoying. The black band on my wrist should allow me the free-hassle service. Th Read more

This guest did not leave a comment.

This hotel is very pretty, private beach, several pools, the room was comfortable with a veranda overlooking either the ocean or lagoon. They charge for everything, including the use of the hotel minibar for personal items such as water - $10 USD per day but there is nothing that indicates there would be this added cost, no biggie if you knew it up […] front. We order the same item two days in a row by the pool side the price was different on both days which tells us that the waiter added a few extra pesos to the bill for himself. I don't like it when I do not have the control over what I want to give, when it is taken I find it offensive. There is alot of selling of their vacation club - too much selling. At the end they check your room to see what items were used in the mini-bar and they charged us for two waters when we only use one, the final straw to the all the little annoying things. Overall the hotel itself is a great location with even greater views; how you are treated is completely different, you feel taken at every turn and also feel like you are seeing as a sells target. Read more

This guest did not leave a comment.

This guest did not leave a comment.

I spent a week here and everything was great. The people were friendly, the hotel looks great, the beach is awsome. The only complaint I have was there is no wifi in the rooms only in the lobby, but I suppose I got to relax more bec I wasn't attached to my ipad. There is internet in the rooms but you need to get a cable and only use a laptop for that. […] There was another minor inconvenience but I think all hotels do that now and that is charge for the minibar use of the fridge (10$ a day). Otherwise I highly recommend this hotel and I would definitely go back. Read more

Beautiful modernistic hotel, but difficult to navigate and in disrepair. The hotel was not full by any means and I was placed in a dungeon on the ground floor to get there was like walking through a dark cave. I get in the front door and the lights don't work so I use my cell phone to light my way to the phone to call the front desk. The power gets […] turned on. Then no hot water. Another call this gets fixed. The later I go out then I find out I didn't need my key the door had never locked and still didn't at 10pm they are working on my door so I can sleep with some security. Nice people bad accomadation. Read more

Been here twice. Do the all inclusive off Hotels.com, don't bother trying to do it cheaper, you will regret it! Everything is first class and you should experience it the way it was intended. Yes, it has a timeshare, and yes we bought it. We own another large timeshare in Orlando, and we recognized a good deal. We will be back next year.

Very good hotel, the service is prety good and the location is comfortable

The hotel is very beautiful! The lobby was a bit humid with all the plants and has a strong odor of “Gran Melia” scent, which I didn’t care for. The room was near the spa, so we walked past the fountain on the way to the room. We were given an angled ocean view when we purchased a lagoon view, very happy about that. We opted to not go all inclusive […] and purchased the room alone. After a few days we considered switching to all inclusive but it didn’t seem worth it unless we wanted to stay at the hotel all day and consume plenty of food and beverages, and we would have to purchase a minimum of three days all inclusive. A couple days into the stay we found a dead bug in the bathroom and again a similar one in the hallway. We did have a broken room safe and had trouble getting someone to come to the room to fix it. We were pretty good at not leaving things out but did have an iPod disappear and when calling to report it, it seemed as though there were several security issues occurring. There were all sorts of people in the hotel from young children to older couples. In the evenings there were singers or performers in the lobby. We ate at buffet style dining area a few times and decided it wasn’t worth going due to the cost and quality of food. I then tried a la carte but the wait was very long. They do have room service all night, which is good but they seemed unfamiliar with the items when we tried to order. Taking the bus is less than a dollar and wasn’t more than a 15-20 minute ride to clubs, malls, stores, or the marinas. This is a great place if you want to stay somewhere more upscale, don’t mind lots of people, and are willing to pay more for less. I would consider staying again but would spend a few days out of the hotel doing activities then switch to all-inclusive and do nothing but relax on the beach. Read more

The only downfall to this resort is that they high pressure you into buying a time share package with them.

This guest did not leave a comment.

the hotel was great but a little out of the way from the activities. if you wanted to have breakfast for example you had to pay $25 USD. but the breakfast had a lot of food to chose from and was amazing. public transportation was good so it was easy to go to downtown Cancun and other hotels in the area. the rooms are nice and show some ware. my bathroom […] tub stopper did not work and the handle to the outside sliding doors was missing but the view of the beach made you forget about all the minor thing Read more

This guest did not leave a comment.

The cleaning staff and restaurant staff were ok, they did what you expected. Everyone else, reception & concierge were awful. Our checking took forever and they never apologized, the concierge seemed to care less about recommendations, he had his "I am tired I don't care face the whole time not even for a tip! The hotel charges for internet in the room, […] and has wifi in the lobby and public areas but they also charge for it! You can get free wifi signal from the hotel next door Fiesta Americana if you go to the pool. The food is basic and super expensive there. There is a pizza place and McDonalds and a great restaurant called Savios across the street. The check out made me furious. During your entire stay they try to sell you their time share with these hosts who are supposed to show you the hotel when you arrive, but are actually sales people for the time share called Sol Melia owned by the Hotel. We went to the presentation and actually bought the time share because the offer was good. However when we checked out, I saw these room charges which I questioned since we hadn't touched the fridge or ordered anything. THEY CHARGED US FOR THOSE BAGS OF COFFEE you get free in any hotel U$3.00 each! I complained saying that I had just bought a time share for 14000.00 and they wanted 10.00 for my coffee which I made myself with their cheap coffee maker and they said the Time share and hotel are separate. They are not, the receptionists send you to talk to the "hosts" (hidden sales people) to get familiar to the hotel so they are connected when you are checking in. I asked for a supervisor and she declined to adjust my coffee charges. So I asked for another supervisor. I wouldn't let go.The supervisor on the phone negotiated 5.00 off my 10.00 bill for the coffee. I had just spent 14000.00 on their time share and they gave me 5.00 off my coffee even a bigger insult. GREAT HOTEL, AWFUL STAFF, EXPENSIVE FOOD. Read more

My room was on the ground floor and could not see much of the sea but the room was large and very clean. Easy to get to the town from the hotel. Hotel staff I met and spoke (housekeeping, front desk etc...) were very kind and hard working and polite. I also stayed one more night (2/20/11) and the hotel gave me a very nice room (#1010). If and when I […] go back to cancun, I know I'll book the hotel again. Read more

Our Pyramid 5 one bedroom suite was beautiful; it offers a killer view of the beach and the "LEVEL" pool & cabanas, away from the more family oriented main towers. Totally tranquil and relaxing! The "LEVEL" includes "continental breakfast"... but since when does 'continental breakfast' mean eggs, meats, cheeses, sliced and whole fresh fruits, espresso […] drinks, etc? C'mon! "Continental" means a plastic wrapped hard roll, maybe some butter, and weak coffee! Gran Melia really turned it out... breakfast was delicious! Also included is an evening cocktail service with hors d'oeuvres (they offered sushi, a mediterranean mezes platter, petits-four, plus a wide variety of liquors, wine and champagne) which was a great way to lead in to dinner at their excellent Ku-nah Mexican restaurant. Seems every staff person, whether it be the pool concierge or the bell staff or the LEVEL Lounge service staff, were each genuinely welcoming and gracious, making sure we were cared for at every turn. There exists a very warm, pleasant spirit at this hotel... that's what makes me want to come back. Read more

This guest did not leave a comment.

The room was not ready when we arrived. Check-in was at 3pm, but we could not enter our room until 16:30. We have a family of four and had booked a room with two twin beds. They offered a room with one king-size bed. We complained and eventually got the twin-bed room. The hotel made NO EXCUSES (and were quite RUDE to us). They said that when rooms are […] booked through HOTELS.COM, the hotel is free to choose the king-size/twin-bed room allocation as they they wish, regardless of what the customer has ordered through hotels.com. Otherwise, the hotel was a rip-off. Everything was very expensive, way above prices in and around top US hotels. Read more

DO not book the gran melia if yiu want to have fun. it is the most boring hotel ever. there is no night life and the food is horrible. The good things were the staff was ver nice and helpful.

This guest did not leave a comment.

I really had no idea what to expect here, since Gran Malia is not one of the usual Marriott, Hilton, etc. chains that American gringos are used to. But I was pleasantly surprised. Great service! Everyone was friendly to a fault. Excellent beach-front area and well kept pools. No complaints.

The airline lost my luggage and the concierge was very helpful; she contacted the airlines and notified me when my luggage had arrived. The atmosphere was very relaxed and I was very happy with my room and the appearance of the hotel. There is a large shopping center within walking distance of the hotel.

After reading all the reviews, I was hesitant, especially since it was my honeymoon. My sister and her fiance have stayed there plenty of times and like it, so they recommended it to me. I'm use to staying in mexico since I have a lot of family that lives there, so I know how service can be slow and whatnot, so I was use to it and didn't bother me. […] ...people out there by that weather and turquoise waters tend to move just a bit slower..it's a very laid back atmosphere. Other than that, the service was great, room was always super clean, AC worked great, water was perfect, and no, absolutely no timeshare people bugged me. Eating in the restuarant is expensive if you don't do the all inclusive. Sushi place there wasn't good at all. I like budget friendly sushi, and by those standards it was worse than the cheapest sushi I've had in San Diego. Definitely go to convinience stores across the street. Cheap cheap beer. If you like Pacifico try Montejo there. I just bought an ice box and beer and went to the beach at the hotel. They dont say anything...It's Mexico...land of the free and home of the happy : ) McD's was kinda bad the first time...super greasy. Papa J's pizza was good, just like home. El Shrimp Bucket was fun. Can get kinda pricey tho. Mojitos were the best there. You can set up all your travel plans within the hotel, such as Xcaret, Xel-ha, Tulum, Chichen-Itza. They do a combo Xel-ha/Tulum tour since they are next door. You can either do the tour bus to Xcaret or rent a car there, expect to pay at least half a Benjamin for the smallest car. Gas is pricey. Don't even think about renting a car to travel to Chichen-itza. Aside from gas and car rental, you have to pay almost 40usd just to travel on the road. Book it with the hotel, it's real enexpensive they they give you food and tour guide and all. Very nice. The party scene is a few minutes away on bus. Very americanized area. Luxury shopping malls, and all. Def check out La Isla shopping center. Aquaworl Read more

Overall our stay at the hotel was ok, the room was very clean, comfortable and nice. Also were the hotel facilities at all, even though the beach was very short because the sea waves have carved a cliff at the hotel beach. The downsides were: - The front desk staff is disorganized, don't focus in one gest and lost much time asking questions to one another […] and loosing papers and finding them again. - They assigned our roon 1 hour late after check in time, but those were other persons in line that were told to wait about 3 hours after checkin time. Rooms were not available, and they didn't seem to trust their comp system because they had to check by walkie talkie room availability - There are no free amenities, not even coffe, a pair of cups of coffe prepared by you at the room would cost you about 8 USD (5 for water and 3 for cofee and sugar) - Internet is not free of charge, and you need to buy a cable (again, nothing is free) if you want to connect at your room because wireless doesn't reach. - THE WORST: There was a night my husband and I woke up at 2:00 am because of a disgusting and unbearable smell, we checked inside and out of the bedroom and it seemed to come from the bathroom pipes. Compared to other hotels, it is pricey, has few amenities, not the best beach and also has bad smells that wake you up at night. Read more

Mexico is trying to fix its beaches after the last hurricane. Meantime, travelers were not informed that most beaches in and around Cancun were virtually 'gone' or overrun by large, sharp rocks and coral! We had to walk quite a bit over some rocks and past a few hotels to get to a small stretch of beach that was waaaay overcrowded simply because it […] was the only one for miles. We booked this trip to enjoy the Caribbean Sea and were restricted to this small area. Next time, we'll ned to investigate further. The Gran Melia, its staff were wonderful. Very large complex yet very personal. Food was OK and very expensive, but we could always go downtown, which we did. We loved it here, just wish there was a beach! And, how we got there is like a TV commercial as we were originally booked at the Royal Park Caribbean -- ten minutes after check in we got to our (very small!) room only to look out of our ocean view to see bulldozers crawling over the beach. We saw huge concrete barriers and asked the bellhop why there were no chairs (and people!) on the beach. He responded "Beach is closed!). After two hours on the phone with Hotels.com, "Zachary" was able to cancel our stay there and get us into the Gran Melia which cost us an additional $10.00 over our original rate at the Royal Park. I was in tears and my family was stuck for two hours while my ear was pressed against the telephone in that room. NOt to mention, we were cut off a few times and had to start all over. Thanks, Zachary, for your perseverance (he not only searched for beach access, he called every hotel individually to make sure!) and for caring so much to resolve our situation and make the rest of our hard-earned vacation wonderful! Read more

very clean and luxurious, but meals and services were over-priced, about twice that of US hotels.

Spectacular property, great atrium layout, nice room decor, very pleasant and helpful staff. However, since my previous visit to this hotel a few years ago, its physical maintenance seems to have collapsed. My room air conditioner could not control temperature - probably because its inlet filter was conspicuously clogged. A water leak in the bathroom […] went un-fixed for a day. TV reception was intermittent. I did enjoy my stay. But it is a pity to see this neglect of a nice property. Read more

Facility is clean and beautiful, most of teh staff were helpful and friendly. Many staff were overly eager to get us to attend a 90 minute sales pitch on the company's timeshare...

We stayed at the Gran Melia on 6/19/09 & 6/27/09 - our first night was in tower #1 where only 1 room light worked. The room was below average and luckily I was only staying one night. on 6/27/09 we stayed again in the main tower #3 where is lobby is. Our room was 100% better and more updated and in working order as compared to our stay in tower 1. We […] had a beautiful balcony and view of the lagoon. It was like staying in two different hotels. The only bad thing about the main tower is any music that is going on in the lobby is projected in every room due to type of door. The music did go off around 10pm, but we were forced to listen to it until they turned if off. Read more

Everything is good.

front desk was super slow. never been to a hotel with such slow check in service. average 10-15 mins per guests. ocean view room was lovely. Room is spacious and clean and modern. Hotel is hugh and nice looking lobby. Their beach is nice. someone entered my room when we were not there. I knew because i noticed the chairs were moved (it wasn't the […] cleaning lady) but nothing was taken from the room. Read more