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Gran Porto Resort and Spa

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Our Opinion

All-around good resort, popular with families. Located next to the Royal Playa del Carmen. In a good location - 2 minute walk to Playa del Carmen. Great service and excellent Italian restaurant. The Mayan coffee is highly recommended; also try the Caesar salad. The junior suite rooms are preferable to the regular rooms which are small and at the back of the resort.


Overview

The Gran Porto Resort & Spa is an exquisite property, nestled on a long stretch of beach with splendid lush gardens, perfect for nightly strolls. Architecturally reminiscent of Mexico's finest haciendas, this hotel offers the best services and quality for your comfort while enjoying spectacular views of Cozumel Island and the sparkling waters of the Caribbean.

Location: Directly on the beach in downtown Playa del Carmen, 40 minutes from the airport.


Highlights
  • Located beachfront in the heart of downtown Playa del Carmen
  • Family Suites can accommodate up to 5 guests
  • Activities for kids and teens including mini golf
  • Complimentary access to the hydrotherapy area of SPAreal
  • Free Wi-Fi throughout resort

tripadvisor Traveler Reviews
  • MexicainVillarreal : Monterrey, Mexico
Lousy systemized customer service

Arrived at hotel. Made reservation for a king size bed and provided proof of request. Without notice apparently travel agency booked double bed suite. Hotel reception manager was not able to make a change and offer what we expected. He demanded paying extra (occupancy was not full and rooms were available). He offered to give double bed room and suggested me to call next day travel agency. For the price of the hotel, the customer service experience should be: I give you a king size room without charge and next day hotel would try to work to work things out.

  • bcriv :
Horrible front desk staff & poor service, poor food.

Lets start with the good....Erika the chef who made breakfast for us, Fonzi at the Bar, Mario one of the waiters....that's it folks. The food was good at Pescatore, The Brazilian place & the buffet lounge mediocre at the best. Now for the bad. The front desk staff is horrible, when I checked in the couple in front of us was greeted with a smile, a map of the facility & someone to show them around. When we walked up I gave them my name & they could not find my reservation, finally I gave them my wifes name & they found us, the clerk made a face, gave us a key and did not even point us in the direction of the room. Once in the room was another story, every time we showered there was water all over the floor, the desk did not seem to care when we complained. Someone claiming to be a concierge called our room 3 times & stated we have a gift waiting for you at the desk, when we went to get out gift, the concierge had an attitude and and said what gift? it turned out to be a sales pitch for a tour of the neighboring facility, even though I stated we were not interested they would not take no....The supervisors in the restaurants were rude, the concierge was rude. We were not allowed to eat by our lounge chairs in the pool, we were rudely told you cannot eat by the pool.... I traveled with a group of 10, every time we asked for a table for 10 we got attitude....at one restaurant the front desk supervisor called us liars & claimed we had only made the reservation for 9, not 10....overall I give some of the staff & ok rating....the front desk and restaurant supervisors....thumbs down......Never again......last note the bars pretty much began shutting down by 11pm..If you were loud in the bar area or lobby area after 11 you got strange looks.....nothing happening in this place after hours.....oh wait you can go to 5th avenue but who wants to be harassed by the vendors........Secrets next year or another resort. I've been to resorts where they know your name by day 2.....not this place, they did not give a s###what your name was....last it was my 7th weeding anniversary, we did not get not even a congratulation from anyone on staff & they were informed by our travel agent of the occasion.....Thumbs down......way down......

  • Rrosa323 : Astoria, New York
worst stay in Mexico

Even though this was our worst vacation in Mexico I would like to express Gratitude to the few that made it very pleasantErika at Albatros (omelette station) great smile, excellent service always made suggestionsMario at Albatros great waiterFonsi in the lobby bar make the best drinksThe staff at IL Pescatore started off rough but the made up for it instantly.Now the rough partsI've stayed in Mexico 4 times now, the one constant previous to this one was always customer service. We've always been treated great which can sometimes help in other shot comings.Not at the Gran Porto who by the way will be changing names soon, maybe all the bad reviews. I planned a family vacation with 12 people a trip that grows every year we all booked king size junior suites except for one. We arrived staggered throughout the day the first group of seven arrived at about 1030 am. We were given our bracelets one of our party got the room she asked for and the rest understandingly had to wait for 3 o'clock. We all took advantage and went to change at the one room assigned and went on to enjoy the hotel. At 3 I went to check if my room was ready (this it where it starts) I was asked for a yellow envelope with the number on it that I didn't receive, I told the young lady I never got one with a look of disgust she said yes you did and I can't give you the room without it, I went and located my wife who also hadn't received an envelope. I returned to the front desk and told them we don't have the envelope that they would have to look us up on the computer. She actually rolled her eyes and went to the back and came out with another person to look at the computer and tell me come back in half an hour the room wasn't ready. 30 minutes later theres a different girl at the front desk with the same line asking for the yellow envelope. I told her I didn't have it, with the same attitude she went to the back brought out the same guy who looked at me and said yes you can look it up. When we got up to the room I saw it was double beds I told the bell man I booked a king bed, he told me just call down stairs and they'll change it. Tried to call downstairs and the phone didn't work. I went downstairs and told them that I booked a King bed and the person at the front desk told me and I quote "the size of the bed isn't guaranteed" and that they didn't have a king room available come back tomorrow at 1. I told him that the phone wasn't working , the mini bar was hot and the safe wouldn't lock. They sent security up or the safe immediately, maintenance came up and told me thats the best the refrigerator works. no one for the phone. Next day no king bed and the phone still didn't work. Day three no phone and I needed to call and confirm a day trip I went to the concierge who informed me its a free call that I could make from my room, I told her my phone wasn't working can she please make the call she said she wasn't allowed. I went to the front desk irate at this point and expressed my disgust with the customer service and how myself and my group would never return here, and would express it on TripAdvisor. At this point he found a king bed right next door and as I was packing they came to fix the phone.Then we were offered and upgrade t the sister hotel good for Wednesday only which we received 730 pm we discussed it as a group and went to the front desk and said we'd do it He told us we would go tomorrow. I agreed and told him we had a day trip (which we booked in the hotel) we could check out in the morning and leave our bags and go next door upon return. He said we had to check out at noon and check in at three across the street and would have to be here to do it . Makes no senseOur biggest mistake was not going to a Secrets resort like we always do and trying a lesser brand like Panama Jack resort. the whole place is under construction Maria's restaurant was closed. No consistency with the staff,which on many occasions were rude ,advertised events like the foam party didn't happen, problems with seating large groups for meals even though the trip was booked as a group .Even at check out they didn't ask about our stay. Playa de Carmen was beautiful and we didn't let The Gran Porto ruin our good time but if you've stayed at Secrets, Dreams or any other reputable resort stay clear of The Gran Porto.

  • Stephanie M :
Worst Customer Service

We arrived at Gran Porto on Sunday, and our room was not ready for the day. We were supposed to have a King Jr. Suite, and were placed in a double room for the night. Our room was directly next to one of the many construction sites, so if we wanted to take a nap we would not be able to because of the noise. The next day we realized the room we were in had a leak by the sliding door, and we notified the front desk in addition to asking for the our new room. The front desk seemed un phased by us reporting the leak—not even an apology or anything. They most certainly did not rush to get us a room. We had to go back twice to see if the room was ready. We were a group of 10, and out of the 5 couples 2 of the couples rooms were ready the same day we checked in. One of the couples with us did not have a functioning phone for 3 of the nights we were there, and did not get there room changed till the 3rd day. We notified several people and not one person seemed remorseful. We went to dinner at Il Pescatore and made reservations for 9. When we arrived and told the hostess he stated he only had us down for 8. Rather than make whatever arrangements needed to be made he instead responded by stating “you don’t need to lie to me—just tell me if you guys added an extra person”. The statement was extremely rude, and unwarranted as guest. The way it was handled was extremely unprofessional and distasteful. We had another incident our last night when we went to the Brazilian restaurant. We had a group of 12 and they refused to seat us all together. They finally budged, and made sure to let us know they would only do it that one night. The supervisor was extremely rude when speaking to us. With everything that accord we were offered a chance to go to the sister resort on Wednesday evening, but we would not be able to go that night. We explained we had an excursion schedule for the next morning, and asked if we could leave our stuff ready at the lobby and have them take it for us while we were gone, but we were told no and there was no accommodating us so we could take the upgrade. We also asked if they would honor the same upgrade to another couple that was joining us Friday, but they also refused. By far, one of the worst resort experiences my family and I have experienced. We travel every year in groups of 10+ and always have a great time, but this stay was horrific. The front desk needs to get there act together and work on their customer service skills. The food was delicious, the pool entertainment staff was awesome, the photographers were also very pleasant, and Fonsi at the lobby bar was exceptional as well. We will never go back to any Gran Porto ever again!!!

  • Olivia D :
Best vacation! Can't wait to come back!

We are so sad to be leaving tomorrow! We have had the best time here at Gran Porto! The hotel is beautiful and the service is so great! Carlos and Manuel make sure that we have lots of fun all day at the pool and Jose and Pablo are so attentive, and we enjoy the shows every night! We will definitely be back!

Vacations packages include round-trip flights, accommodations, round-trip transfers (unless outlined below) to and from the hotel, and tourist cards (if required, unless outlined below).

If selecting an all-inclusive resort option, the package will also include the all-inclusive features as outlined by each resort.

Items not included:

  • Travel insurance (mandatory if traveling to Cuba)
  • Tourist cards ($10USD)if traveling to Dominican Republic with Sunwing Airlines
  • Departure taxes ($20USD) if traveling to Dominican Republic with Sunwing or Signarture Vacations
  • Hotel transfers for packages with WestJet to USA (with exception to Honolulu)
  • Hotel transfers for packages to Europe
  • Items of a personal nature

  • 3 meals daily
  • 24 hour snacks
  • A la carte dining w/reservations
  • Room service (once per day - 7 am to 11 pm)
  • Unlimited domestic and international selections for beer, wine and cocktails
  • 24 hour All-Inclusive Club with self-service snacks & beverages, plus table games and ping pong
  • Pedal boats
  • Kayaking
  • Snorkeling
  • Introductory scuba diving lesson in pool
  • Complimentary access to the hydrotherapy area of SPAreal, including Jacuzzi, steam room, sauna and more
  • Mini golf
  • Volleyball
  • Kids and Teen activities
  • Daily activities
  • Nightly entertainment
  • Complimentary Wi-Fi
  • 287 rooms in two 3-storey buildings
  • Buffet and a la carte restaurants: Mexican and Italian, dress code & reservations required
  • Snack bar
  • 3 bars including Health bar and Sports bar
  • 2 pools including one with swim-up bar
  • Full service spa with special treatment rooms (fee)
  • Whirlpool
  • Sauna
  • Steam room
  • Beauty salon
  • Fitness facilities with cardio and weight equipment
  • Games & pool tables (fee)
  • Boutique shopping
  • Outdoor wedding location
  • Wi-Fi throughout the resort
  • Meeting facilities
  • Car rental (fee)
  • Medical services 24 hour (fee)

Hotel Room

  • Maximum Number of Adults 4
  • Maximum Number of Children 2
  • Maximum Occupancy 4
  • Air-conditioned
  • 1 King or 2 Double beds
  • Ceiling fan
  • Satellite TV
  • CD/DVD player
  • Wi-Fi
  • Mini-bar
  • Coffee/tea maker
  • Iron & Ironing board
  • Hair dryer
  • In-room safe
  • Balcony or Terrace

Junior Suite Oceanview

  • Maximum Number of Adults 4
  • Maximum Number of Children 2
  • Maximum Occupancy 4
  • 1 King or 2 Double beds
  • Bathrobes and slippers
  • Private balcony or terrace
  • Air-conditioned 
  • Ceiling fan
  • Satellite TV
  • CD/DVD player
  • Wi-Fi
  • Mini-bar
  • Coffee/tea maker
  • Iron & Ironing board
  • Hair dryer
  • In-room safe

Junior Suite

  • Maximum Number of Adults 4
  • Maximum Number of Children 2
  • Maximum Occupancy 4
  • 1 King or 2 Double beds
  • Air-conditioned
  • Ceiling fan
  • Satellite TV 
  • CD/DVD player
  • Wi-Fi
  • Mini-bar
  • Coffee/tea maker
  • Iron & Ironing board
  • Hair dryer
  • In-room safe
  • Balcony or Terrace

Junior Suite Oceanfront

  • Maximum Number of Adults 4
  • Maximum Number of Children 2
  • Maximum Occupancy 4
  • 1 King or 2 Double beds
  • Private balcony or terrace with hammock
  • 15% off spa treatments
  • Air-conditioned 
  • Ceiling fan
  • Satellite TV
  • CD/DVD player
  • Wi-Fi
  • Mini-bar
  • Coffee/tea maker
  • Iron & Ironing board
  • Hair dryer
  • In-room safe

Family Junior Suite Oceanfront

  • Maximum Number of Adults 2
  • Maximum Number of Children 3
  • Maximum Occupancy 5
  • 1 King or 2 Double beds
  • Bunk bed with trundle bed
  • Air-conditioned
  • Ceiling fan 
  • Satellite TV
  • CD/DVD player
  • Wi-Fi
  • Mini-bar
  • Coffee/tea maker
  • Iron & Ironing board
  • Hair dryer
  • In-room safe
  • Balcony or Terrace

Gran Junior Suite Beachfront Walkout

  • Maximum Number of Adults 4
  • Maximum Number of Children 2
  • Maximum Occupancy 4
  • 1 King or 2 Double beds
  • Direct beach access
  • Pillow menu
  • Gourmet Nespresso coffee system
  • Exclusive beach cabana for Suite 
  • Air-conditioned
  • Ceiling fan
  • Satellite TV
  • CD/DVD player
  • Wi-Fi
  • Mini-bar
  • Coffee machine
  • Iron & Ironing board
  • Hair dryer
  • In-room safe
  • Balcony or Terrace

Gran Master 1 Bedroom Suite Oceanfront

  • Maximum Number of Adults 4
  • Maximum Number of Children 3
  • Maximum Occupancy 5
  • 1 King bed
  • Sofa bed
  • Separate oceanfront bedroom
  • Separate living/ dining area
  • Private terrace with hammock
  • Bvlgari® bath amenities 
  • Air-conditioned
  • Ceiling fan
  • Satellite TV
  • CD/DVD player
  • Wi-Fi
  • Mini-bar
  • Coffee machine
  • Premium brand drinks
  • Iron & Ironing board
  • Hair dryer
  • In-room safe

Restaurants

Albatros

  • à la carte / Buffet for breakfast, lunch and dinner
  • International

Il Pescatore

  • à la carte for dinner
  • Italian
  • Reservations required

Maria's

  • à la carte for dinner
  • Mexican
  • Dress code

Health & Sushi Bar

  • Buffet for lunch
  • Asian cuisine

Tradewinds Beach & Snack Bar

  • Snacks

Parrillada Grill

  • à la carte for lunch
  • Grill

Bars

  • Tradewinds Beach bar
  • Lobby Bar
  • Gaviotas Pool bar
  • 24 Hr. All-Inclusive Club


Kids Policy - Children 2-3 years stay free. Children 4-12 years and teens 13-17 years pay special rates.

For the Kids - Kids 4-12 can enjoy supervised daily activities at the Kids' Club. Teen Zone with games and activities. Babysitting service available also available for a fee.

Treatments

  • Massage and Reflexology
  • Body wrap
  • Body scrub
  • Facials
  • Manicure / Pedicure
  • Hairstyling
  • Makeup
  • Waxing

Honeymooners - Receive a bottle of sparkling wine, chocolate covered strawberries and a spa discount. Request at time of booking. Proof of marriage certificate required at check-in. Inclusions are subject to change.

Stay at 1, Play at 2 - Guests staying at the Gran Porto Resort and Spa can use the facilities at the Gran Caribe Real in Cancun. (Transportation not included)

Exchange Privileges - Guests that are staying in the below room categories have access to all restaurants located at The Royal Playa del Carmen* except Chef's Plate.

  • Gran Master 1 Bedroom Oceanfront
  • Gran Junior Suite Beachfront Walkout

*Access to restaurants only.  

Early Booking Bonus - This hotel may offer early booking bonuses at certain times of the year. If early booking bonuses apply to your vacation, prices shown online have already been adjusted accordingly. Please inquire for complete details.

Resort Location Map


  • Gran Porto Resort and Spa
    Riviera Maya,Mexico

  • Hotel Contacts
  • Extra Info
  • Disclaimer
Gran Porto Resort
Constituyentes No. 1, Playa del Carmen 77710 Mexico

Some restaurants may be open for certain meals only and limited visits may apply. Reservations required and dress code in effect for a la carte restaurants. Time restrictions may apply for water sports.

Child pricing may only be available with select tour operators and valid for select dates and durations. Child pricing rules are subject to change without notice. Please contact one of our vacation specialists if you require assistance with child pricing.

Photo identification and/or credit card or cash deposit may be required at check-in for incidental charges.

Extra-person charges may apply and vary depending on hotel policy. Rollaway beds and cribs (infant beds) may be available and should be requested at the time of booking; fees may apply.

Special requests are subject to availability upon check-in. Special requests cannot be guaranteed and may incur additional charges upon check-in to fulfil.

Hotels do not condone unruly behavior, parties in rooms, excessive noise or any other actions that violate the hotels terms of use. Guests may be removed from the property at their own expense in the event of any disturbance or complaint from other guests or hotel staff. Escapes.ca cannot be held responsible for any guests who may be removed from the hotel due to a violation of rules.

Escapes.ca makes every effort to ensure that the information on this page is accurate, however, all information on this page is subject to change without notice. Escapes.ca is not responsible for any changes, errors or omissions that may occur.