Palladium Hotel Group Reviews 55

I was there in the beginning of December 2024. Very disappointed my room had no AC the refrigerator did not work and the shower leaked so bad it came in the bedroom. After all that we had to stay in that room until the next day.

There were only buffets for breakfast and lunch and the food was cold unless you were there when they brought a fresh dish. The a la cart restaurants weren’t much better. If you wanted a salad you still had to get up and go to the salad bar that was picked thru.

We were greeted by a man who said he would take care of us during our vacation to find out he was part of a vacation club that wasted 90 minutes of our time.

There was one restaurant called Chic that came with a $140 price tag. We decided to try it. They told us it was a seven course meal. What they didn’t tell us it was a set menu. As we were getting ready to go out I decided to look at the menu. That is when I found out it was a set menu and 75% was seafood that my wife was allergic to. I went to the desk to try to get a refund and they stated it was too late. I told them if I knew what the menu was i would not have bought the tickets.

The following morning I followed up with the supervisor. She stated that the Chic resturant on their resort was operated by a third party not affiliated with that resort. I was told to contact TRS hotels who run the Chic restaurant and there was nothing else they could do for me. They gave me an E mail address that i have been emailing every day since it happened. It’s now been about 3 weeks and still no response.
I truly believe they gave me a bogus email address since they would never see me agin. So i am down $140 from an all inclusive hotel whit bad service and bad food. Lesson learned don’t believe every thing you read.

We were planning a wedding at the Palladium Colonial, after they had us sign the contract and collect the initial deposit, our wedding planner (JC) stopped returning our calls or responding to our emails. We tried speaking with other persons in the this department and discovered JC was the senior saleswomen. We called the hotel and there was no response. We called corporate and there was no response. 9 days and have not heard a thing from anyone. DO NOT PLAN YOUR WEDDING HERE!

Very professional and respectful Carlos & Jose & Anderson and they played basketball with us

PLEASE NOTE I HAVE NEVER WRITTEN A BAD REVIEW IN 40 YEARS OF TRAVELLING UNTIL NOW Oth 10th December 2023 I traveled to grand palladium and lady Hamilton resort Jamaica for a 10 night stay with my wife and youngest son to celebrate our 40th anniversary. We opted to be vip customers hoping this would enhance the experience .
WOW HOW WRONG COULD WE BE !
From the moment we arrived in Montego Bay from our TUI flight and were put aboard a creaking minibus that was driven at break neck speeds along winding country lanes while tailgating and then overtaking multiple vehicles sometimes on blind bends to the rude and aggressive customer care (that’s a joke) manager who humiliated us as we checked out our dream holiday went from bad to worse.
On arrival after enduring the scariest transfer of our lives in which I truly believed we were certain to crash and somehow managed to get to our hotel in one piece we were told by the lady who checked us in we were eligible for an upgraded room with sea views etc . Excited and thinking that this had been arranged by the travel company because of our anniversary we thanked the lady on reception.
UNTIL SHE THEN ASKED US FOR AN ADDITIONAL 500 DOLLARS !
Disappointed we politely declined only to be asked how much we would be prepared to pay then.

If there was a lower price why was this not offered straight away!!

we declined the attempt to begin bartering like we were in a Turkish market instead of a 5 star Jamaican resort.
On arrival at our room we were greeted
with facilities for only two people instead of three.
2 beds made up ,two seats on patio 2 towels 2 gowns 2 slippers , no hairdryer mini bar not restocked no advertised benefit for vip customers
ie chocolate , wine , flower etc. The large bath did not retain water due to a faulty plug mechanism!!
Despite continuous calls to customer care the bath was never repaired during our stay and the room was never replenished properly
On speaking to other people in the resort they told us that they would leave five dollars each day in the mini bar and it would be filled as it should be !
Isn’t that what we’ve already paid for !

Around the pool once again be prepared to tip the waitress, or wait a long time, or fetch your own drink.

The daytime entertainment was ok but the choice of bars at night with entertainment was limited to an upstairs bar that was good and a sports bar. A casino is advertised that in reality is the size of a corner shop with a few gaming machines and would struggle to make an impact if it was in Cleethorpes .Baring in mind you are advised to be cautious about leaving the resort this can become more than repetitive.
But the Grand Palladium’s good old customer care team saved there trump card till the day we were departing.
When checking out the lady on reception asked us for some pieces of card that we had been given and that we would show by the pool or beach to obtain towels for the day .
My wife explained she had mislaid them while packing and didn’t know where they were .
The lady said we would then have to pay 60 dollars before we could leave.
Remember these are pieces of card that are no use to anyone else !
My wife asked to speak to a manager and was greeted by a woman called Syrecka who in an aggressive manner insisted we pay or she would not give us a form that allowed us to check out and board our now waiting transfer.(fortunately a coach)
In front of all reception guests and staff my wife had to empty our cases in an attempt to find three pieces of cardboard as if we were thieves!
Miraculously she did and this allowed us to be able to leave. As we boarded the bus my son who suffers from anxiety cried.

On returning to The Uk I expressed my dissatisfaction by email to the hotel who offered me vip status should I ever return . I explained that is what Iwas they offered me one free day as well.
I told them I found this offensive so there solution was to offer me two!
Eventually they offered me me 5 days but this has to be taken in the Americas or Jamaica
I explained that the cost of travel , flights, insurance etc made 5 days impractical unless I could take this in one of there European resorts.
They said this was not possible but never gave me a reason why.
Then Gerardo de Groot who I believe is the manager for that region told me If I didn’t ’ accept he would withdraw the offer. Because I didn’t reply he now ignores my emails .
I contacted the group head office on numerous occasions and was told to speak to a lady called Maria who could deal with my situation.

After numerous emails without response I resorted to phoning to speak to her in Ibiza only to have her ask my name , laugh then end the call.

I have also emailed Jesus Sobrino who is the CEO .
Again no response. NOW THINK …….
Do you want to spend your money with a company that treats its customers in this way?
I know that neither I or my family or friends ever will.

I tried calling their USA (FREE): 1877 296 9330 and spent 3 hrs on the phone listening to their ad and music and not able to get anyone. This is a scam. BEWARE of buying into it. my son and I even tried calling for a week and not get anyone, emailed them 5 times with no reply. I am forced to ask my Credit Card company to hold payment and reported this as a scam.

Stay away from Travel Club it is a scam! They will not provide any level of customer service once they have your money!

The resort is lovely, and the staff members are also lovely and very helpful. I would like to mention Pedro and Víctor at the reception, who were amazing in providing excellent customer service. I don't have any complaints about the resort or the staff. However, the way they try to sell you the travel club membership is not okay. It is a very invasive selling method, and all the information is only provided to you on a piece of paper (no documents are provided). We lost three hours of our holiday. I wish I had checked the reviews before going to the meeting.

After checking in, a seller wearing a turquoise shirt (whom I initially mistook for a staff member) offered us a tour of the resort along with a specially arranged welcome breakfast. He assured us that the tour would be brief, approximately 90 minutes, during which we would learn about the benefits of becoming a member. Additionally, he mentioned that as a goodwill gesture, we would receive a voucher for an activity of our choice from options including Chick Cabaret, a Spa day, or a water activity after the meeting.

He assured us that the session would be purely informative and that there would be no pressure to make any purchases. Intrigued by the benefits of the travel card that he briefly explained, we agreed to attend.

Firstly, the promised welcoming breakfast turned out to be a misleading offer. Instead of a separate breakfast arrangement, we were directed to the regular buffet area where we could have our breakfast, but with the added company of the salesperson we had just met.

Secondly, when I inquired about the price of the membership, the salesperson refused to provide a direct answer. They insisted on showing us all the features first and asked probing questions to profile us, such as our holiday frequency and expenditure. It seemed that the options they presented would depend on our responses. Furthermore, no formal documents were presented to us; all the information was conveyed verbally and noted down on a plain sheet of paper.

As the product they offered didn't align with our needs, the sales staff became increasingly pushy. Multiple staff members approached us to extol the virtues of the membership. What was initially promised as a 90-minute session ended up stretching to three hours, resulting in a significant waste of our time. In hindsight, I regret not checking online reviews beforehand, as there are ample warnings about experiences like this.

Myself and my partner have been TRS / Grand Palladium travel club members for around 12 years, after 5 excellent holidays where I considered ourselves valued customers I was disappointed on the 6th.
Very poor standard of room, really poor and rude response from the manager at Punta Cana, feedback and apologies were received after the fact, however all at a later date and far too late to improve our vacation experience.
Currently (2024) we are trying to book our next vacation and we are getting slow and delayed responses to emails and enquiries, there is also a problem with confirming our remaining free benefit weeks, which is really disappointing as they have no problems with organising the direct debit every month !!

STAY AWAY FROM THE TRAVEL CLUB at the moment, we are not the only members having real problems at the moment, some have said they will never use again.

If everything gets sorted and I receive my contractual benefit weeks I will return and update this review happily.

Although right now, after responding to the latest email I received where they can’t confirm my vacation, I’m not too confident 😕

TRAVEL CLUB IS A SCAM!!!!

No one answers the phone at Palladium customer service and no one responds to any emails.
We have received NO invitation to an online platform in which to check out our membership status and start booking travel. The give you NO follow up to ensure you can log into Palladium, RCI and World Pass.

Once you swipe your card to put the deposit down to sign up they DON'T CARE ABOUT YOU.
They will sell and forget.

AVOID FULL OF BED BUGS
HOTEL FULL OF BED BUGS AND DIRTY

AVOID

We twice came down from our room to tell the we have bed bugs in our room they could change our room and said it would be cleaned.

Bed bugs throughout our room

Avoid this hotel we were told the manager would speak to us in the morning and she wasn’t present some manager called ms Roldán but never showed up.

We stayed in this hotel in 2018 and found it worthy of a 5 star rating. Things have changed since then and would lower my rating. Nighttime entertainment is poor and the main restaurant has lowered its standards in the selection of food. Now for some good things. The personal are still performing at a 5 star level. Rooms are kept very clean. Personal waiting on people in the main restaurant are very polite and know what they are doing. I would like to take the time to acknowledge 2 of these individuals-Mr Vasilis who was our waiter during our 3 week stay and Ms Albania who was an assistant waitress to Mr Vasilis. Please do not take this to be too negative. I will still recommend your hotel to friends and we plan on r

Last year, my spouse and I chose to spend our four-week winter vacation at TRS Yucatan, marking our third consecutive stay at this resort.
Over the years, we've been drawn to the property's nature-friendly ambiance, luxurious offerings, and high-quality amenities.
Unfortunately, our last trip turned for the worse after only eight days when my wife slipped on wet tiles at the spa and broke her wrist. The severity of the injury necessitated an emergency flight back to Vancouver for medical attention.
During this stressful time, Braulio Martinez, the Manager on Duty at TRS Yucatan, assured us that the Palladium Hotel Group would compensate us for our lost time, pain, and inconvenience. Based on this assurance, we expected a prompt resolution through reimbursement or a voucher for a future stay.
However, nearly a year has passed without any meaningful action from the hotel group. While Mr. Martinez continues to send polite responses expressing regret and promising a resolution, no actual reimbursement or other form of compensation has been issued.
We are left to conclude that these promises were nothing more than delay tactics with no real intent to make amends. We strongly advise caution to anyone considering a stay with the Palladium Hotel Group—especially if you value accountability and integrity in your chosen accommodations.

We stayed at Grand Palladium-TRS Yucatan for years. We recently booked our family vacation package with TRS Yucatan for our upcoming stay 12/25/23-1/1/2024; we booked in directly from Palladium website and it was routed to PalladiumHotelGroup.com. I was informed that we would get flexible cancellation prior to 12/03/23. Unfortunate, when I cancelled my booking over 3 months in advance by calling 800-754-8954, I was put on hold for 2 hours each time, and on the 2nd days (after another 2 hours wait), I talked to to Cheryl on 9/12/23 at 9:21am MST (800-754-9054), I was told that there will be a penalty fee to cancel $75 per person for hotel (or $300 for my family of 4) plus ($50 per person or $200 penalty for 4 people on flight). I asked for cancellation confirmation and was told that it will be emailed to me, which I never received. On the same day, an agent named Manipal S, from The Palladium Hotel Group emailed me, stating that "If you make cancelation before 12/03/2023 brand fee will apply of $75.00 per person and airline cancelation fee $198.00 per person and $92.00 PP for CIC/ECC and a Spoilage fee of $28.00 per segment will be deducted."

It is unfortunate that I love the Palladium and TRS, but this experience booking my vacation directly on its website and with the Palladium Hotel Group has turned into a nightmare.

I hope the Palladium and TRS will change its booking system (don't say it's flexible cancellation policy when it's not) and ask his partners to honor the excellent 5 star service that we've known of TRS and the Palladium.

As 9/20/23, over a week after I cancelled my booking, the Palladium Hotel Group still has not refunded money to my credit card and replied that they can only give me resort credit after the penalty fee of $1000 (website states that flexible cancellation policy up to 48 hours if booked directly on its website).

Buyer beware!!!
We totally got scammed from this company and the travel agency they use to process everything through (global booking solutions).
They owe me almost $700 and I haven’t seen a penny. I have reported them to the BBB. Luckily the hotel took care of my refund after fighting them, but the travel agency has totally scammed us and has absolutely no ethics.

AVOID THE GRAND PALLADIUM IBIZA PALACE

if you have any kind of issue they will not help won’t even change your room if the AC is leaking.

Reception staff is absolutely rude and good luck if they make you speak to the manager David who has no customer service skills.

Once they have your money that’s it

On July 5th 2019 I started a contract with Palladium Travel Club, which gives me 2 free weeks in any Palladium resorts. One of these Free weeks I used in October 2020 at Palladium Imbassai Resort (one week of my contract remained unused).

On December 12th 2020 (after having used one week of my previous contract) I requested to finish my contract to one of Travel Club Agent. However, Ms Carmen Morán (the Agent) proposed a new contract keeping one free week as my disposal. This new contract was signed on January 31st 2021. Since then I didn't request any travel to any Palladium resort. Therefore, I didn't use either all my 2 free weeks from the previous contract (only one), nor the one free week of the actual contract.

In October and November 2022 I requested information about the status of my plan and till when I could use the Free Week from the contract. All the Travel Club Agent confirmed my benefic stating that I could use till January 2023.

On December 1, I've contact them again for a reservation, which was confirmed by the agents. However, on December 15th, after I have my flights booked (which I've paid USD 2.000,00 on December 4th), the agent contacted me back, saying that my reservation was cancelled due to the fact that I've already used the benefic from my plan on October 2020 (the one from the previous contract).

Since them, I have tried contact with all the Palladium Travel Agents, but they don't reply my emails. I have all the contracts and emails which clearly states that I have the benefic that could be used till january 2023 and I was never warned by the Agents that I could not use it anymore!

This was my first time out of the country. I traveled with my 16 and 8 year old granddaughters. We were very excited about our trip and were looking forward to having a good time. Unfortunately our trip was not so enjoyable. We had to request towels and wash cloths every day from housekeeping. When the pretended they did not speak English, I contacted my sister and had her ask them in Spanish at which point I realized the housekeeper understood what I said all along. Flies around the food at the buffet, we didn't want to eat. At one point all we wanted to eat was fruit, I bit into a mango and it tasted of fish. The resort didn't even remove the seaweed from the beach, we couldn't swim in the ocean because of the abundance of seaweed. Last but not least we all got sick. After going to the doctor and having test done including stool samples, we all had parasites. Specifically cyclospora. We live in the United States,
this is not common. The Palladium Group Punta Cana needs to clean up their resort, literally. I will never ever go to this resort ever again.

This is an INCREDIBLY MISLEADING BRAND.
We are so so upset because they promote one thing on their website, and once you have purchased a package they tell you something completely different.
We purchased a family vacation for 4 with them and while booking it, it said that when you book through their website they will provide complementary airport shuttle and even a flexible cancellation policy.
We didn't book through our agent following these claims, and to our surprise they were BOTH untrue.
When I tried to schedule our airport shuttle, they said that because we decided to include our flight on THEIR website with our package, they wouldn't include the shuttle.
At a later date, when we tried to not even cancel but RESCHEDULE our vacation (about a month before the deadline they gave us) I called and they said that we had to pay $125 EACH to change our dates. When on their e-mail it said that we had until a month from now to change it with no extra fees.
They get people to book through lies and it is so upsetting that we fell for it. Will never again book with this company.

I got $350 stolen right out my hotel room by cleaning staff. The money was in a closed pocket deep in my suitcase so they had to be rummaging through all my stuff. The only thing the hotel staff did was file a report on my behalf. But BEFORE they were willing to file a report, they spent two hours with a security team digging through all my stuff to make sure it wasn’t there. I understand their is protocol for this type of thing but it was very invasive. To sum up, I NEVER got any of my money back, the staff never followed up, and the service was poor. I will not be going back! Lastly, I traveled with a wedding party of 100 people and MULTIPLE people got their money stolen from their rooms. This is a major security issue that must be addressed by this resort ASAP!!!

I’m only giving it 2 stars because of the infinity pool was nice. The food is terrible and they don’t enforce any COVID guidelines.More