by Lissa Poirot
The Grand Mayan is part of the Vidanta chain of expansive resorts found in Mexico. Of its five properties, the Nuevo Vallarta location is its most popular and the largest at Vidanta Nuevo Vallarta. The others include Santuario, the Grand Bliss, Mayan Palace, La Plaza and the Grand Luxxe Towers. As a large resort, guests can enjoy the entire property for botanical walks. Dining can be found at 20 restaurants across the property. Guests enjoy multiple pools, an aqua water for kids, live music, live shows and family-friendly programs. A Kid’s Club is available for ages 5 to 12, and parents will love the spa, Nicklaus-designed golf course and shopping. Master Rooms with a king bed and living area can accommodate a family of four. The Grand Mayan suite, a one-bedroom offering, can sleep six with a king bed in the bedroom and a living room, kitchen and dining area. Two-bedroom Grand Mayan Master Suites feature two king bedrooms and a living room, kitchen and dining table that sleeps eight.
Our Editor Loves
- Kid's Club for ages 5 to 12
- Multiple pools
- Ample onsite family dining
- Children Programs
- Family Room 5+
- Onsite Dining
We were "upgraded" from the Mayan Palace in exchange for attending a presentation (more on that on my review of the Mayan Palace). The "upgrade" was a room on the 1st floor with no view of the back of the building except for the leaves overhanging the balcony, the view of the carts that were stopping or turning around, and construction. The rooms itself smelled musty and could certainly use updating. The toaster settings didn't work. I asked for a room change, and they said to call back the next day. The next day they said we could change, but we'd have to check out by 10:30 and then wait until a new room was ready. Um... at this point I don't trust anything Vidanta said and there was no way I was going to check out and have to deal with not having a room until who knows when. So we stayed in the room we had. The housekeeping was hit or miss. Some days they only cleaned one bedroom out of the 2, and didn't pick up our towels that were in the bathtub as their instructions wanted us to do. They sat in there until I finally threw them in the middle of the floor. Then, they were picked up. The pools and grounds were well kept and beautiful, and we did have a good time at the pools, and when we went offsite. It is very annoying to get around the resort. You have to use their shuttles, and they do their best to keep you from leaving the resort. Based on check in and their hard sell mentality, I will not go back to a Vindanta resort. Their business model lacks integrity.
We have been owners since 2005.
Last year's trip and this trip have been the worst!!
Last year check in took hours and they put us in a room with a view of a palm tree. The room was filthy, smelled, and had a used kleenex laying by the television.
We were told there were no other beach view rooms available. After an hour or so of complaining we finally got a decent room. Their contract review presentation was just a lie for trying to get us to upgrade for things we didn't need or want for $25,000 and they just couldnt understand why we didn't.
Extra charges on our bill for coffee, water, and the donation to their charity but they took it off the bill.
This trip in August 2019, we had reserved our 2 bedroom unit.
Upon arrival we were told there were no 2 br ocean view available only on the other side.
We were told all were booked. I know that was a lie because while there we could see many units were empty.
The young man at check in was really no help. He just stared and said there was nothing he could do. Finally someone who said he was a supervisor came up and wasn't much help either. Finally he said he could put us in a one bedroom with an ocean view.
We said we wanted our 2 br but were finally left with taking the one bedroom.
I said I wanted my lock out unit back but was told he couldn't do anything about it.
Typical Vidanta management and front check in help are like a trained dog. They only know how to respond to their trained command and can't make a decision or do the right thing.
We also had extra charges for coffee, water, and the donation again they put on the bill.
After getting to our room I called Vidanta reservations and spoke to Abraham.
I explained the situation and at first he said there nothing he could do because once we accepted the one bedroom we gave up our lockout unit.
Finally he said we would be getting our lockout unit back.
I thought this was great but later after getting back home and hoping to come back for Dia de los Muertos and using the lockout unit. Wrong!!
I called Vidanta reservations and was told since I accepted the one bedroom we lost the lockout and was out of luck.
I told the representative that was wrong but that's like talking to a brick wall.
They don't care! As does no one at Vidanta unless it's a chance for them to make a dollar off of you.
We also went to another contract or some kind of bs meeting which we knew we shouldn't have but once again it was another sales pitch and treated badly.
Vidanta could and should work with their owners. Anybody that knows hotel and resort industry knows that they always keep extra room in the event there are problems with a room.
Since they're in such a hurry to get rid of you at check in nothing is fully explained.
If a representative actually respons to my review I can bet it will be the typical
" we are sorry we didn't meet your expectations and we will try to improve things"
which is completely a lie. They never do.
The only good thing about the resort is the pool staff and friendly house keeping.
We ate breakfast twice at the resort and never ate at the restaurants due to the way we were treated.
I will be uploading a video of our check in to Youtube to show how we were treated so other people will see what really happens and not some made up lie by Vidanta.
It's all about money and no customer service.
Anyone thinking about any of the Vidanta properties beware!!! Lies!!
Every visit gets worse and worse.
After leaving the GM we stayed at the Sheraton Buganvillas for a week and had a great time!!
People should go there instead.