Gran Melia Cancun - Cancun

our room was in the basement!

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Everything is good.

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. Lisateave

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. Lisateave

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.

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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. Lisateave

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. Lisateave

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

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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. Lisateave

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We thought we would treat ourselves with a little bit of luxury for a change. Unfurtunately, we were not lucky enough. We had booked a room with views to the lagoon and a king size bed in this complex that is as big as a city. The building is huge and the installations are fantastic. It could be a great hotel, but it lacks plenty. At reception, before […] we even saw our room, we were offered an upgrade. Sometimes we get upgrades, but never asked to pay extra. We decided to give our room a chance, after all we are at a 5 star hotel. The room had two beds (in a hotel that has over 300 rooms I can't believe they did not have one with a double bed in low season) and view to a road ( apparently, behind was the lagoon but we couldn't see it), the sink got stuck contantly and we had water dripping from God knows where all night. Also, we only received a soap bar to wash ourselves. Having said that, we got a better room after a couple of days but this one did not come with shower gel either. The staff was not very attentive as they may just speak to the next person before they even finish a conversation with you. I will not come back to this hotel. The only good thing I have to say about it is the "casual" restaurant, the food was delicious and the staff not only friendly but very professional. A 10 for them, a 4 to the rest. Lisateave

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!

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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..) Lisateave

It is a nice place... and you pay for it... everything there is very expensive even if you get a good deal on the room... but the pricing isn't a big deal as long as you are prepared... but for what you pay, you should expect the 'little' things to go right... which didn't in my case... examples: - didn't have hot water for a couple hours (so I was […] very very late to dinner) - coffee maker didn't work, took 1.5 hours to have some one come and replace it - in room phone didn't work well, lots of static, very low volume (needs new cord) - WIFI didn't cover entire room, only certain areas (very annoying) - water pressure wasn't that good for my entire trip - hot water would come and go... mostly worked but periods of cold water sucked - room service took a long time each time I ordered - anything I asked for took a while to happen, they even sent the wrong repair person to my room once Overall, the staff is friendly... the hotel is nice... the location is great... but for the price all of those things above left a bad taste in my mouth... I won't be staying there again and will instead choose a hotel near that one... Lisateave

The hotel in general is very beatiful but the service is terrible. I had to ask three time to fix the telephone in the room. The internet service is paid and just work in the 1st or 2nd floor.

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. Lisateave

Our Family of six only stayed for two nights, but would have loved to stay more. We were at the "Red Level" part of the hotel which had it's separate pool and other benefits, such as free tea time snack buffet, in-room popcorn with movie. A little far from shopping and attractions, but it's quieter that way.

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 Lisateave

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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. Lisateave

They charge u for everything, wifi is not free, we ask for plastic bags and they charge us, they offer us a vacation plan and we spent on the conversation 6 hours losing that day, old tv, smell bad, charge $12 for 1 min local call, thats crazy!!!! Never come back again.

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Not a bad hotel but not great either. Charge for everything they can make money on but little flexibility and service. We spent our last evening in the room waiting for the lights in the bathroom to be fixed and had to negotiate to at least get the breakfast the next morning for free. No apologies or offers from their side. In general the hotel needs […] some maintenance. Positive aspects are the nice and large pool and pool area as well as the spa, which is great. Also, the restaurants are very good. Lisateave

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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. Lisateave

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. Lisateave

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. Lisateave

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

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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 Lisateave

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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. Lisateave

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. Lisateave

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. Lisateave

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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. Lisateave

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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.

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