Grand Park Royal Luxury Resort Cancun

We are making a formal complaint regarding our recent all-inclusive package holiday to Cancun.

The accommodation was extremely dated and fell well below the standard we reasonably expected from the description and price of the holiday.

The food was one of our main concerns. It was regularly served cold, extremely repetitive and offered very limited choice that did not reflect the quality and variety expected from an all-inclusive hotel. On several occasions, the only suitable things available were chips, melon and fruit.

The snack bar was particularly poor. Food was left sitting out, served cold and the same limited menu was offered every day. This raised genuine concerns about food hygiene and whether safe food-storage and serving temperatures were being properly followed.

Construction work also took place every morning, causing considerable noise and disruption. In addition, excessively loud music was played throughout the day. Between the construction and constant music, it was extremely difficult to relax and enjoy the hotel facilities.

The overall experience was so disappointing that we looked into returning home early. Although the holiday gave us some rest, it was not the enjoyable all-inclusive experience that was advertised and paid for.

We have original video evidence showing the construction work and associated noise, the excessively loud music throughout the day, and the condition and presentation of the food at the snack bar. We are willing to provide all original video files, including their dates and times, as part of your investigation.

We ask Loveholidays to investigate the condition of the hotel, its food quality and hygiene procedures, the construction disruption and the excessive noise. We believe that a substantial refund against the accommodation and all-inclusive element,

.

I booked this hotel for around a week and a half, and unfortunately, my stay turned out to be extremely disappointing.

During the first 3–4 days, everything was relatively fine. The food was good, the beach was still beautiful, and the rooms were acceptable. I had stayed at this hotel around three times before and came back because I used to like the overall balance: a nice beach, decent rooms, and good food.

However, after a few days, the situation changed dramatically. The main buffet was moved to what looked like a conference room, and the quality of the food dropped significantly. At breakfast, there were not even basic boiled eggs, and no one was preparing fried eggs or omelets. Lunch and dinner became very poor: the number of dishes was reduced several times, and even basic options like pasta disappeared, except in some strange salads. For a hotel of this level, this is completely unacceptable.

Another major issue is the ongoing renovation, which was not communicated in advance. During our stay, the main restaurant, the beach restaurant, the area near the gym, the reception, and even the main entrance to the hotel were under renovation. The reception was moved, creating additional inconvenience. In the building where our room is located, only 3 out of 7 floors are operating, while the rest are closed for renovation.

I understand that the hotel may be going through a transformation after the acquisition/transition involving Rixos, but guests should not have to suffer because of this. If a large part of the hotel infrastructure is closed or operating in a limited format, guests must be informed clearly before booking or at least before arrival.

At the moment, it feels like the management is not properly controlling the situation. Guests are paying for a hotel of one level, but in reality they are getting construction works, temporary areas, reduced food quality, and a significantly limited service experience.

This is especially disappointing because I genuinely liked this hotel in the past and had returned several times. But based on the current situation, I would not recommend booking this hotel until the renovation is completed and the service returns to an acceptable level.