Ratings based on 193 Verified Reviews

They paid and stayed. We double-checked.
4.8 out of 5
97% of guests recommend
4.8 Room cleanliness
4.8 Service & staff
4.9 Room comfort
4.9 Hotel condition
They paid and stayed.
We double-checked.
5 out of 5
Recommended
for Everyone
by Shank from Ashburn , VA, USA

Excellente !

Posted Apr 14, 2014
Pros: Everything - Its great for families with grown up kids - If your kids are older than 4 - Just don't think about anything else and pick this place.
Cons: Concentrate on catering to kids who are below 4 .
Location: Please go to Playa for a night and have dinner at El Fogon or La Cueva Del Chango - Both are great! Tulum is an hour away and its worth the visit !
Everything about our vacation was great and we just got back last night after a 7 day vacation. We lived in the Zen area and its very calm - If you are going to relax , Then pick Zen ( with a mosquito repellent) though. Ambassador is nicer but expensive. If you dont care about budget - pick ambassador. Our staff was outstanding ( Fernando, Jesus from Concierge) Jacobo at bar, Raul and Gerardo at Pool to name some. The only one concern i have about the resort is - Kids club. They should do something about small babies apart from leaving us the only option to hire a babysitter as it becomes expensive after a point. Our kids are 1 and 3 which kind of limited ourselves to be around them when we dint have a babysitter. Restaurants : Frida was exceptional followed by Cocina Autor. Did not get a chance to try Bistro or Piaf as we have kids. The only one restaurant which wasn't on par was Senlin as everything we ate was sweet. Activities : Snorkeling is included in all inclusive and it was great ! A lifeguard takes you in a kayak to the reef which was fun. Photography : DreamArt did an exceptional job with pics and i wish it was affordable. I thought they were very expensive though. There is a lot to write but overall - Its worth every penny- Just do it!
5 out of 5
Recommended
for Everyone
by Jen

Beautiful Hotel!

Posted Apr 13, 2014
Pros: The cleanliness and customer service was outstanding. They definitely take care of their guests.
Cons: We did have trouble with the ATM machine. Our bank said it was the machine and the hotel said it was our bank.
Location: Close to 5th avenue shopping, Tulum and Explor. Jet skis on the beach, as well as kayak's and paddle boards.
This hotel was absolutely beautiful! Very clean, large rooms, excellent customer service and terrific food! This was our first time to Cancun and our first time staying at an all-inclusive. It was well worth it. The service at the restaurants was great! Especially Luis at Sen Lin-he was the best waiter I have ever encountered. I can't say enough good things about this hotel. We went with another family and the kids loved the pools, the swim up bar, and the teen club. Definitely will stay here again.
3 out of 5
by John from California

Great architectural design

Posted Apr 9, 2014
Pros: Quality of decorations of restaurants and service at beach.
Cons: Improve training of key members of staff and better management of overall quality
Location: Playa del Carmen for souvenirs and restaurants to try local food.
Staff, particularly at Front Desk and Concierge needs additional training. Disregarded all preferences that had been defined in writing, did not know about Expedia upgrade requests and unreliable to confirm special reservations.
5 out of 5
Recommended
for Everyone
by Jen from Arizona

Beautiful doesn't give this hotel justice

Posted Apr 5, 2014
Pros: The service is fantastic. Everyone is friendly and refers to you by your last name. The pools are beautiful and they help you get to attractions near
Cons: Your room will be clean but there were a few times it was a little later in the day.
Location: The Myan Ruins are a must see. We went to to the ruins, the beach and then on a boat snorkeling for a low price. Well worth it!
From the time you check in until you leave you are treated like a queen. My husband and I were on a horrible redeye flight with multiple stops and horrible service. All we wanted to do was check in and go to sleep. Once we entered the Grand Velas we were so impressed sleep was the last thing on our minds. We ended up having an wonderful brunch at the Bistro over looking a pool over looking the beautiful beach. The rooms are fantastic and all the service is amazing. There are so many great places to eat and great drink selections no matter how much you pay to stay there you feel like you are getting a deal.
5 out of 5
Recommended
for Everyone
by A verified traveler

Wonderfu l Hotel

Posted Apr 4, 2014
We were catered to at every opportunity. The service and food was spectacular. The rooms were large and comfortable. The beach was nice, but the ocean bottom is a bit rocky. The pool was very nice. This was the best all-inclusive by far.
5 out of 5
Recommended
for Everyone
by Eric from New York

Beautiful resort

Posted Apr 2, 2014
Great spot. Beautiful resort and beach. Large but all three sections have their unique charm. We stayed in Zen section which was lovely, and never waited more than a minute for the shuttle to take us back and forth from the beach areas. Food was a bit mixed, but Cocina de Autour and Piaf were great. Bistro also good.
4 out of 5
Recommended
for Everyone
by A verified traveler

Families everywhere as well as free Baby package

Posted Apr 1, 2014
Pros: Hotel was clean and workers are always cleaning.
I've never been to an all inclusive hotel/resort. This was a first for my wife and I and we loved it. I don't think I can go back having experienced this. I had a great time here. The facilities are clean and nice as well as staff. I was skeptical about what we would be drinking was quite surprised w/ the selection of liquor. Don't expect craft beer lol.
5 out of 5
Recommended
for Families
by Jason from Montana

5 Diamond family friendly hotel.

Posted Apr 1, 2014
Pros: This is the first all-inclusive hotel we have stayed at that had outstanding food! Most all inclusive hotels have just average food at best.
Cons: Kids club was great! However, Offer to feed children at kids club so that us parents don't have to make arrangements prior to dinner reservations.
Location: The beach is the best in the area. We walked up and down the beach in both directions. None of the beaches at the nearby hotels compared.
We visited Riviera Maya for the first time in January 2013 and stayed at a competing property closer to Cancun. It was nice, but If you want to stay at a hotel that will provide you with an experience that you will truly never forget, this is the one for you! On this trip, I was traveling with my wife and my five and eight-year-old girls. From the moment that we entered the property I knew that we had had made the right choice. The perfectly manicured grounds were like something out of a dream. The common areas of the hotel were very well taken care of. Nothing was ever out of place and everything was so clean. The property is so expansive that we rarely saw other guests anywhere other than the restaurants or pool areas. We stayed in the Zen section of the hotel. Our room was very spacious and clean. At first I was nervous about being set back from the beach and ocean and thought about asking to upgrade rooms to the ambassador section so that we wouldn't have to take the shuttle back and forth from the main buildings. I am glad I didn't because the savings afforded us the ability to visit Xel Ha and play golf at El Camaleon next door! The shuttle service was prompt and reliable. We never had to wait longer than 30 seconds for a ride. There was almost always a shuttle waiting for us when we needed one. The drivers were very courteous and attentive and helped make our stay a pleasurable one. All of the staff at the hotel made us feel comfortable and at home.
5 out of 5
Recommended
for Everyone
by A verified traveler

Best All inclusive in Mexico, if not anywhere!

Posted Mar 30, 2014
Pros: The food is unbelievable!
Cons: The activities on the beach - a little disorganized, and the sailing boats not readily available due to lack of staff.
Excellent hotel with fantastic food and superb beach.
4 out of 5
Recommended
for Everyone
by Deb from Toronto, Canada

Gorgeous hotel

Posted Mar 30, 2014
Absolutely great. The beach sand part is beautiful but the water is not too shallow for swimming and no waves because barriers were built to keep the beach from eroding..... Since we love swimming in the sea that was the only diappointment. Otherwise fabulous resort I'm every way.