The Sens Cancun

Travelled as a family with a 3 year old and stayed for 2 weeks, using the black (highest grade) wristband. If we could, we would have rated this is a 4.5 out of 5. 4/5 felt unfair, so we went with a 5!

Positives: The food is excellent. We ate breakfast every day in Las Palmas, lunch at either Marisma (overlooking the sea) or White Box, then tried all of the restaurants in the evening, White Box was our favourite. The 3 restaurants I mention are only available to guests who upgrade to a black wristband and it is SO worth it. The food quality is by far the best we’ve ever experienced. Hygiene levels are exceptional.

We really liked the online booking system to get evening meal reservations - we got our first choice time and venue on 12 out of 13 nights! A very well organised system which maximises choice.

The staff are fantastic. We really noticed how friendly and helpful every staff member we came across was, but particularly remembered Ruth in White Box, Leonora, Modesto, Ernesto, Inacio and Jesus. We never waited too long for food and rarely queued for a drink during the day, although later afternoons could get busy. The drinks are good quality.

The room was dated but perfectly functional, it was always cleaned and had a good minibar. We did experience minor issues with the bathroom in and shower, but on both occasions we reached out to the online concierge and the issues were resolved quickly.

Things to consider:

There aren’t enough sungloungers for guests. There are none (as in zero!) around the Sens pool, and a small number around the Oasis pool (we didn’t like this pool, it felt crowded). This meant we had to get loungers on the beach, and there are only around 20 umbrellas in total on the Sens side, so we did have to get up early to secure a shade. I feel the hotel could invest in a lot more loungers!

The Sens pool is great, with lots of different sections and depths to explore; although stricter rules around eating in the pool would definitely help to keep it cleaner! At times there was litter floating around because guests eat in the pool, and the pool lights were hanging off the wall! This was rectified after a few days but the pool staff could improve the pool cleanliness.

This brings us on to our biggest annoyance, and the reason we would have awarded 4.5/5 if we could - we woke early (thanks to our toddler) and were usually on the beach by 8am. The beach and pool area were regularly littered with empty cups, tissues, straws, plates and food from the day before. We had to move dirty cups from a table and from the sand before sitting down on our loungers! It doesn’t take much to organise an a full clean either later in the evening or early in the morning, especially as there were already staff and gardeners around at this time.

Also, the seaweed started to come in whilst we were staying, and the hotel didn’t seem as ‘on it’ with the collection as neighbouring resorts. On one occasion, there was one member of staff with a rake cleaning the entire beach, and he was helped by a large group of volunteer guests!

We would like to express our sincere gratitude to the entire team at Grand Sens Cancún for making our vacation truly unforgettable.

From the moment we arrived, every member of the staff was friendly, attentive, and genuinely committed to providing outstanding service. We would especially like to recognize Gerardo Durán, the Front Office Manager, who completely turned our experience around. We arrived with several issues related to our reservation, but thanks to his professionalism, dedication, and genuine care, he resolved every single problem. He was always approachable, kind, and sincerely concerned about making sure we enjoyed our stay. Because of him, what started as a stressful situation became one of the best vacations we've had.

We would also like to give special thanks to Keyla Rosales, who was incredibly kind, attentive, and always willing to help. She consistently went above and beyond to ensure we had everything we needed, and her warm attitude made us feel truly welcome throughout our stay.

As for the hotel itself, we absolutely loved it. It is a beautiful, well-equipped resort with excellent facilities, great food, and a very relaxing atmosphere. Although it is not a huge resort, we actually found that to be a major advantage. Everything is conveniently located, and it never felt overcrowded. We also had no trouble making restaurant reservations, which made our vacation even more enjoyable.

Overall, we had an amazing experience and created wonderful memories at Grand Sens Cancún. We would definitely return and highly recommend this hotel to anyone looking for outstanding service, great amenities, and a team of people who truly care about their guests.