We recently stayed at Grand Palladium Select White Sands as a couple and are Palladium Travel Club (PTC) members. Our experience was very mixed at the beginning but improved as the vacation went on, so I wanted to share an honest and balanced review.
Arrival Experience – Disappointing
Our arrival was unfortunately very stressful. We arrived in the evening during torrential rain. While check-in itself was smooth, we waited about 30 minutes for a trolley. When we finally reached our area, the driver stopped on the main road — not at the villa — and we had to carry our luggage over 100 feet in pouring rain and up three flights of stairs. As PTC members, concierge assistance is supposed to be provided, but it was not.
Both of us have medical issues, so this was physically difficult and a very discouraging way to start our vacation.
Once we reached the room, our bracelet keys didn’t work, forcing my husband to walk back to the lobby in the rain to get them reprogrammed. To make matters worse, there was a large block of ice melting in the mini fridge, leaving a 2–3 ft puddle of water on the floor upon arrival.
Travel Club Follow-Up – Frustrating
The next morning, we went to the PTC office at Kantenah to address our arrival concerns. We met with Joao, who was friendly and helpful. He made our à la carte reservations for the first week, arranged for the fridge repair, and set up a meeting with what we were told would be a White Sands supervisor.
Unfortunately, on Day 3, instead of meeting with a resort manager, we were pulled into nearly two hours of high-pressure PTC sales meetings with three different sales representatives (Archie, Jose Luis, and Roberto). None were resort supervisors. We had to repeat our negative arrival experience three times, were given conflicting information compared to when we originally joined PTC, and nothing was ever resolved.
When we declined further upgrade offers and eventually left mid-meeting, we were noticeably ignored by PTC staff for the remainder of our stay, which felt unprofessional and disappointing — especially as paying members.
The Resort
The resort itself is beautiful, clean, and extremely well maintained. The grounds are lush, and the staff work incredibly hard — that really shows.
It is also huge, which means a lot of walking. White Sands is surrounded by a canal, so stairs and bridges are unavoidable. Some steps were uneven and slippery (sand on stairs near the beach road). Unfortunately, my husband fell and injured his back, which is something guests with mobility or medical issues should be aware of — especially at night.
Pools – A Highlight
We spent most of our time at the White Sands pool, which was a highlight of the trip. It’s huge, clean, well kept, and the temperature was perfect. We never had an issue finding loungers or shade, especially in the Travel Club area.
The pool servers and bar staff were excellent, and many days featured live music or a DJ, which added to the relaxing atmosphere. This time of year, the pool was quiet and peaceful — perfect for us.
We visited the Colonial pool once. It’s also large but much busier, louder, and includes a kids’ water park, so we preferred White Sands.
Beach – Disappointing but Not the Resort’s Fault
The beach was very disappointing during our stay due to heavy sargassum, including unpleasant odors in some areas. We fully understand this is out of the resort’s control, and staff worked tirelessly with tractors and trucks to clear it.
Much of the beach was rough, coral-filled, and not usable. There was a clearer area near the TRS/Family Selection side, but the water was extremely shallow and not swimmable.
That said, the Members Beach Club was excellent. Plenty of loungers and shade, and fantastic service. A special shoutout to Francisco, who hosted an informative and fun tequila/mezcal tasting — one of our favorite moments of the trip.
The Room
Positives:
Room was always very clean
Shower was excellent (rainfall + handheld)
Plenty of hot water
Negatives:
Extremely poor lighting — the room was very dark at night
Bed was very hard, felt worn, and we slept poorly all week
Toilet leaked
Room felt damp/musty (understandable in the climate, but noticeable)
Mini fridge refills and water supply were inconsistent
Only 2–4 small 300 ml cans per day unless repeatedly requested
Food & Dining
Overall, dining was good with some standout spots:
White Sands Buffet:
Smaller than Colonial but always lots of options. Breakfast was solid with omelette station, Mexican options, pancakes/French toast, fruit, and fresh juices.
À la cartes:
Bahia e Brasa – One of our favorites. Fantastic meat service, great sides, and the best grilled pineapple we’ve ever had. Service by William and Alan was outstanding.
Portofino – Good overall. Lasagna was surprisingly good; desserts were enjoyable. Alan again provided excellent service.
Bamboo – Visited twice. Spicy edamame and gyoza appetizers were great. Bao buns were delicious. Second visit mains were much better than the first. Great service.
El Dorado Steakhouse – Mixed to negative. Bread/bone marrow appetizer was excellent, but service was extremely slow and noisy. My husband’s ribeye was undercooked and inedible.
Xtra Time Sports Bar:
Great service and atmosphere for watching football. However, after one visit, both of us became ill with what seemed like a stomach virus, possibly food-related.
Piacere Coffee Shop – A must-visit! Hidden gem. Delicious coffee, friendly staff, and desserts that were far better than most resort sweets.
La Laguna Lunch Buffet & Gelato:
Always lots of choice. Pizza Stop is great (they’ll make full pizzas to-go). The gelato shop is excellent and not to be missed.
Entertainment
Entertainment was very good overall:
Big shows at Colonial Theatre (Latin Show, Rock Experience, Bingo) were very entertaining
UV dance party (moved indoors due to rain) was lively and fun
Live music every night, including a fantastic Beatles Tribute and an outstanding electric guitarist named Chris
Karaoke with a live band and Taco/Tequila events were also great
Final Thoughts
Early in our vacation — due to the arrival issues, PTC experience, and beach conditions — we were convinced we would never return. However, there were many positives, and as the days went on, we relaxed and enjoyed ourselves.
Would we return? Possibly.
Especially around this quieter time of year. The pool, atmosphere, and service staff were excellent. Now that we understand the PTC sales tactics, we would simply decline those meetings entirely.
Tips for future guests:
Villa 56 is a great location
Get a property tour early
Don’t miss Piacere or the gelato
Bring comfortable walking shoes — trolleys can take time, especially at night
