Grand Palladium Riviera Resort & Spa
Address: Ctra. Chetumal-Cancun km256
Puerto Aventuras, Puerto Aventuras
Tel: +529848772100
Fax: +529848772101
Email: acliente.riviera@fiestahotelgroup.com
URL: Grand Palladium Riviera Resort & Spa
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Type of Property: All Inclusive
Beach Location: Beach Front (Directly on Beach/Water Front)
Island: Puerto Aventuras
No. of Rooms/Units: 454
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Disappointing treatment
Traveler Review By: Anonymous from Montreal
Date of Visit: July 2006
My girlfriend and I stayed at the Grand Palladium Riviera Resort and Spa for 10 days in July 2006. It is a beautiful hotel spread out over a huge property with many walking paths, stairs and bridges. The pool is enormous and the beach was very beautiful with lots to do for those who want to move. The restaurants “a la carte” were also excellent as was the main buffet dining rooms. Our room, a junior suite, was extremely comfortable and very clean. Everything about this hotel and our vacation was perfect except for one serious incident which will prevent us from ever going back there again. A few days before the end of our vacation, we were enjoying a nice morning at the beach and at the pool. At the pool, there are several smaller round enclosed areas with tall Greek-like columns encircling each of them. In one of these areas, water sometimes shoots from jets at the top of these columns into the centre of the circle. Many children and adults enjoyed getting sprayed by these jets as the effect was very refreshing. This particular morning, we were both enjoying the water spray from these jets when I suddenly experienced a burning sensation in my month, around my face and in my eyes. I was not sure at the time why it was happening but quickly moved away from the spray. Unfortunately, my girlfriend had stayed longer than I did under these jets, but also complained that her face and eyes were burning. She suffered burns around her eyes; the scars are only now beginning to go away. When this happened, we went immediately to the resident doctor at the hotel who agreed that these burns were caused by a chemical such as chlorine and gave her a prescription for an ointment cream and eye drops. When we mention to the hotel manager that these jets were shooting doses of chlorine he denied our story, saying that the pool is chlorinated only in the evening and that her wounds must have been caused by sand at the beach. The resident doctor, after a quick meeting with the manager, then changed his story stating that it was not certain the cause of her wounds. All we wished for was too alert the hotel of this potential danger as many children were playing in this area. Instead of our complaint being treated seriously, we were being accused of making the story up. I suggested that it might be possible that some chlorine could have been stuck in the jets’ hoses. Our hotel manager said that it was impossible, again suggesting that we were lying and had no intention of alerting the pool maintenance workers. We don’t know if any other hotel management would have behaved any differently, as they’ve most likely been directed to quickly squash matters such as these to save them any liability. In any case, we were greatly disappointed by the incident putting a “sour taste” on the whole vacation.
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