Too big and low standards of customer care
First holiday in Mexico, booked to celebrate our 40th wedding anniversary and a birthday. Contacted the hotel in advance asking for a room near the beach and not on the ground floor. Later found out that family members who had stayed here in November 2013 had also notified them of our special anniversary.
Cancun airport was total chaos with too many arrivals for them to handle. Boarded our transfer coach and waited for a wedding party of 10, and waited and waited. Then after about an hour and a half we left without them and took another hour and a half to get to the hotel. The wedding party had, apparently, made other transfer arrangements!
Reception at the Sirenis was busy though the VIP desk was barely used! After more 30 minutes we eventually were summoned to the desk. Staff were abrupt and not very informative. I asked where we had be allocated our room - ground floor near reception! I mentioned our anniversary and that we had contacted the hotel in advance requesting a higher floor and to be near the beach. Not interested what we had been given was what we had! Then apart from drawing a circle on the hotel map to show where our room was, that was the welcome.
Room was huge, as is everything about this hotel, but furnishings are looking dated. The maid service was very good and the room was cleaned to a high standard. She even made towel animals most days.
Saw the concierge staff the next morning and mentioned our disappointment at our room allocation particularly as this holiday had been booked to celebrate our anniversary. No help. Booked some al la carte restaurants but found it took us several days and different concierge staff to book the Brazilian and Japanese which are the most popular.
we found the. Brazilian, Japanese and Cajun were good but the others were no better than the buffet restaurants you use every day. House wine is provided but they will try and sell,you bottles at a ridiculously inflated price. Toilets are not in any of these restaurants and you have to use the facilities in the coffee shop nearby.
Pools were busy and could be noisy particularly when large party of students arrived. Sun beds around pools could be had, though around the quiet pool they seemed to 'booked' very early.
The beach is lovely and the sea clear, though you need beach shoes because of the sharp stones. We found it impossible to get a sun bed and shade as all had towels on from by 7am. We tended to wait until mid afternoon when the 'bed bandits' had left and we could enjoy the late afternoon sun with a shade.
Food in General was good though we found the Italian night wasn't too good.
Coffee shop was brilliant with a great choice.
The Spa is very good, my wife says.
The main two bars are huge and very open, affording little in the way of comfort or a relaxed atmosphere. In fact that is one of the big minuses here, there is simply no where you can sit on an evening and relax in a comfortable environment and enjoy a drink and peoples company.
Drink quality varies massively between bars, the best being the lobby bar where the staff were brilliant. Table service is provided and the staff give a very good service.
We did a couple of excursions which we enjoyed, but because of the location any trip out involves a fair travel.
The staff you deal with on a daily basis are very good, friendly and helpful. The expect no reward but are genuinely grateful for anything the receive. They are in fact the best thing about this hotel.
When we checked out our bags were picked up from our room and taken to reception. The reception process was quick and not particularly friendly. No one asked us wether we had enjoyed our stay and I've never encountered that in any hotel in any country before. Surely a customers views at the end of a holiday would be of interest!
Overall we made the most of our two weeks at the Sirenis and were well looked after by the staff we dealt with on a daily basis. There are however some issues with management, concierges and reception staff and what they should be doing to ensure guests have an enjoyable stay, after all we pay a lot of money for these holidays.
Other guests from Canada and the States seemed to be treat better, then we discovered that money talks and room moves access to restaurants could be arranged!
If we visit Mexico again it won't be to the Sirenis, there are plenty more smaller hotels with better customer care reviews.
May 2, 2014
Amazing holiday at Grand Sirenis, good value!
Everywhere was super clean. The rooms are lovely and the walls thick. I would recommend a top floor room. We requested this and it was given and it made the noise level in the room much less. The resort is fantastic, all of the staff super friendly and they work so hard. We tipped regularly and I would advise this. I can't imagine working 6 days a week in that heat and especially not for the greedy and demanding clientele that frequent Mexico! I have never seen so many thermos flasks on the beach in my life. Presumably saving bar trips more than keeping the drink cold! The food was really good. A large variety. The a la carte restaurants were amazing. Much better than the buffet which I guess u would expect. The drinks were all really good, the rooms super clean. My only complaint would be the journey home. Miserable airline staff and a coach to pick us up from the hotel with no English speakers and lots of confusion.
April 12, 2014
lovely holiday in mexico
We stayed for 10nts in the grand sirens resort which is supposedly a 5* resort but defo more a 3-4* so yes I thought was quite pricey in comparison to some holidays in what were 4* plus resorts.....the room was very basic and we're we had spokebto other couples are room seemed to lack another.of the things other rooms didn't........the place it self was very clean and the staff were fantastic.....we tried a couple.of the Al a carte restaurants but found the food in the buffet to be better quality on a whole......the location wasn't great either we should of maybe done more home work and stayed more near the centre of playa de Carmen
April 1, 2014
Would recommend. It
Resort was very good ,very clean ,food was good and everyone very helpful, unfortunately the wedding was a shambles ,the wedding co ordinator didn't have a clue and tried to squeeze money out of us which had already been paid, it was like being at faulty towers , if you're going to get married in Mexico don't do it here.
March 26, 2014
great holiday in Mexico
We spent 10 nights in this resort November 2013, it was well worth what we paid! Beautiful room cleaned everyday plenty of clean towels daily. Lovely food, choice of a la carte restaurants as well as a buffet. Lovely friendly staff very helpful. Fully recommend this lovely hotel.
December 4, 2013
Brilliant for any age
Me and my boyfriend stayed here for 2 weeks beginning of may, loved every second of it, and going to be booking to go here again soon. All the staff was superb,helpful and friendly. We can't wait to go back.
May 30, 2013
This holiday was absolutely amazing and we would recommend it to anyone who wants to have a brilliant time in Mexico!
October 24, 2012
Great relaxing getaway
Large spacious rooms, lovely shower and bath but lacking in basic toiletries. Beautiful setting, lovely pools, fun lazy river. Fantastic hard working staff, great poolside service. Disappointing day time snacks. Wide range of meals but Buffet not always very hot. Desserts could have been colder. Wide range of drinks. Had to pay for wifi!!!
August 6, 2012