Grand Sirenis Riviera Maya Resort & Spa

We recently received a complaint from guests related to the privacy in their room. These complaints are related to the existence of what appears to be a “peep hole” located within the bathroom adjacent to a utility or maintenance room. Before we responded to this publically, we wanted to thoroughly investigate the issue to find out what happened, if it was an isolated incident, and prepare solutions so it never happens again.

Our investigation is now complete, so we’d like to take this opportunity to respond. First, this complaint was not received until recently, so we strongly believe this hole has not existed very long. As soon as we were aware of it, our staff and management gave immediate attention to fixing it. We conducted a deep survey and careful inspection of ALL of the rooms within the resort. We have repaired the wall sealing around the pipes that run through that room. Although no other holes like this one were discovered, all the wall sealings in the other rooms were inspected and touched up where necessary, paying special attention to rooms adjacent to utility doors.

We can now confirm that this problem has been corrected and will never be repeated. Nevertheless, we have proactively incorporated more robust measures in our daily room inspections, and implemented stronger supervision of our maintenance personnel.

As a family-run company recognized as an operator of family-oriented resorts, our main objective has always been to make sure our guests feel safe, secure and have the best possible experiences. Our main goal is to provide our guests a wonderful and unforgettable holiday experience, and most important, to reassure their safety and privacy.

Guests who have any additional questions or concerns can call us directly at (1-866) 340-17-11 (Canada), (1-866) 40-89-995 (US) or +34-971 312 512 in Europe.