Ratings based on 176 Verified Reviews
They paid and stayed. We double-checked.
4.9 Room cleanliness
4.8 Service & staff
4.9 Room comfort
4.9 Hotel condition
They paid and stayed.
for Everyoneby Kathy from Birmingham, AL
Amazing resort with outstanding service!Posted Mar 6, 2014
Pros: We enjoyed the personal service. The spa was over-the-top amazing! The food was plentiful and delicious. The beach was beautiful.
Cons: The beach could be improved by removing the seaweed each morning. Our room had an overwhelming musty smell that is still lingering in our clothes,etc
Location: We did not leave the resort but it was close to the airport…about 35 or 40 min door to door.
From the moment we entered the open-air lobby to the moment we put our feet in the sand on the expansive beach, we were amazed by the beauty of the property and the top notch service. Every employee was friendly, helpful and went out of their way to make sure we had what we needed at every step of our stay.
for Everyoneby A verified traveler
The Best All-Inclusive Resort In the World!Posted Mar 3, 2014
Pros: Food was amazing. 5 diamond all the way!
Cons: Setting up reservations with the restaurants!
Been to many hotels in the region and nothing compares to the service and quality of this resort! Best restaurants and food quality is outstanding. Rooms are very accommodating and services are top notch.
for Everyoneby A verified traveler
beautiful, ocean front roomPosted Feb 23, 2014
Pros: Beautiful grounds, doesn't feel crammed in while on the beach. All staff very nice, helpful, and gave wonderful service.
Cons: Would sound proof rooms a bit better. Can hear hallway noise and chairs from rooms above drag across the floor/ceiling
Location: There are several activities near by but we were so comfortable we had no interest in leaving.
Everything was great. A little too noisy if close to the elevator but that is not an all day issue. Food was wonderful, nice decor. Quality drink options
for Familiesby Family from Westchester, NY
Hotel is paradise if you know what you're getting.Posted Feb 22, 2014
Pros: Food, decor, cleanliness, service, friendly staff.
Cons: The lack of kid friendliness. No ice cream parlor or family entertainment after dinner. By 9:00pm there were barely no people (guests) to be found.
Location: We never left the resort but there was plenty to do during the day at this property.
The property is beautiful and huge. It is separated into 3 sections. Two are for kids and the third is adults only. What they don't tell you is that the Zen area is not as kid friendly as they say. The walkways are dark at night and very quiet. The pool is not set up for children. This area is more like a spa retreat for couples. The Ambassador section is a short bus ride away, and the buses come often. We never waited. The pool at Ambassador is perfect for kids. The beach is right there. Ma@$!L is one of the pool managers and he is great. He takes care of everything. Er!c and San$@go were our poolside waiters and they were the best. We never waited for drinks or anything. Very friendly and helpful. We would leave the Zen, where we were staying and spend the day at the Ambassador pool and beach. There were even shows poolside and a bouncy castle. The bathrooms by the pool were clean and well kept. The food at all the restaurants was very high end especially for all-inclusive. The truffle risotto at Lucca was as good as any NY restaurant. Even the room service food was exceptional. The poolside food was great and I'm picky. Be aware there are only a few restaurants that accept kids for dinner and there is a dress code. What they don't tell you is that there is absolutey nothing to do after dinner unless you go to the teen club with your kids to shoot pool or kariokee. The teen club is also beautifully kept. Other than that there is no music or entertainment you can go to
for Everyoneby Tonya from North Carolina
Beyond 5 star! Excellent excellent!Posted Feb 21, 2014
My husband and I are just returning from an Anniversary trip and WOW! What an amazing place!! From the moment we got out of the shuttle we were attended to like royalty. We've stayed at The Ritz Carlton and the service here even surpassed that! The food at "all inclusive" resorts usually isn't that good but it was excellent here! The minibar is included-snacks and soda/water restocked daily We stayed in the Zen suites. Beautiful and quiet. Had our own small splash pool but it wasn't heated so since it was in the shade it was too cool to enjoy. It looks as if you are in the middle of the jungle. The infinity pools are amazing. I don't think they book to capacity because even though the website says nothing was available it wasn't crowded at all. If you want to know how spoiled you are getting-walk down to one of the other resorts and you will quickly see. I cannot say enough good things. If I had to list a con it would be having to take the shuttle to the actual beach from the Zen suite area if you are not staying in the beach front Ambassador section. But we liked being away from others, in the "jungle". The spa was AMAZING!! You have to enjoy the water journey prior to your treatment. The beach water area isn't as nice as the hotel zone area simply because of where they are located on the map but still very nice. The service here would outweigh anything negative I could think of! Make sure you tell them anything you are celebrating and wait for the surprise!
for Couplesby Lauren from Chicago
Great place for couplesPosted Feb 18, 2014
Great place for couples. Very relaxing. Wouldn't go there with a group that likes to party.
for Everyoneby A verified traveler
Phenomenal Service!Posted Feb 11, 2014
Pros: The grounds of the hotel are beautiful and the service was excellent.
Cons: It would have been nice to have a coffee shop to get a quick breakfast or snack rather than having to go to one of the buffets or restaurant.
We had an incredible experience at The Grand Velas Resort! From the minute we arrived from the airport the resort staff were looking out for us doing their best to make sure we had the best experience imaginable. Everyone was incredibly accommodating and friendly and went out of their way to be helpful. The staff were polite, friendly and always around to be of service. We felt like we were being waited on and pampered even when we were just walking around the resort. While we were unsure about the convenience of staying in the Zen rooms further away from the larger pool and beach, it turns out that we had nothing to worry about. The transportation back and forth was beyond easy and we never waited longer than two minutes for a shuttle. We didn't have any trouble with noise in the Zen section, however, it's possible that during a busier time it would have been nice to be in the adults only section. Our room was spacious and lovely and we enjoyed having the private balcony. Everything about the resort was clean and well maintained and we had a very relaxing enjoyable experience.
for Everyoneby woody from california
Great tripPosted Feb 9, 2014
Had great time staff friendly kids loved the kids club. Food some of the best restaurants I have ever been to. Pool side sushi and Ceviches for adults burgers and hot dogs for kids made for great Lunches. Victor the pool manager/concierge took care of our every need. It was hard to believe it was Mexico because service so prompt and things so clean.
for Everyoneby dr from ny
ExcellentPosted Feb 6, 2014
Amazing place. Excellent staff, food, bed, luxury.
for Couplesby SS from Chicago, IL
Fantastic honeymoon!Posted Feb 6, 2014
Pros: See above. The food and staff were wonderful. There were always plenty of chairs by the pool and beach. Staff to guest ratio is very high.
Cons: The hotel is not perfectly clear on whether tipping is encouraged. While they say its included, we found that we typically tipped most staff.
Location: We went to downtown Playa del Carmen, where there was lots of shopping, tourists, and food. We did not go on any tours but there were several offered
I think it's important to give a frame of reference when making a review. My husband and I are by no means jet-setter 5-star-only hotel-goers, but I think we have high standards for hotel quality and food. This resort met and exceeded all of our expectations! We went here in late January for our honeymoon, and had a fantastic time! We stayed in the Zen suites, which I think I actually preferred to the more expensive rooms closer to the beach. The jungle area by Zen was pretty and secluded, so it felt like we had access to two different resorts. There was ALWAYS a shuttle waiting to take us to the main property, and it took about 90 seconds each time. The food was delicious. Cocina de autor was our favorite, followed by Frida and Piaf. However, ALL the restaurants were delicious, and we live in a city with plenty of fine dining (Chicago). Not a single complaint! The only things worth mentioning that COULD be a deal-breaker (if these things are extremely important to you) are: 1. There really is no nightlife. However, my husband and I preferred this atmosphere. After dinner, we'd get a drink at one of the bars and relax. 2. The atmosphere can change quickly depending on what groups are there. During the first few days of our stay, a conference was at the hotel and everyone we talked to in passing asked if we were from the conference. It seemed like being "regular" visitors made us the minority. But they were all very nice and didn't cause any disruption.