Ratings based on 304 Verified Reviews

They paid and stayed. We double-checked.
4.8 out of 5
97% of guests recommend
4.9 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 A verified travelerfrom oklahoma city

ANAZING

Posted Mar 21, 2015
Everything you could want! AWESOME FOOD! CLEAN.
5 out of 5
Recommended
for Families
by A verified travelerfrom Houston, Texas

Like a Ritz-Carlton All-Inclusive

Posted Mar 16, 2015
Pros: Food was excellent in the restaurants.
Cons: The wait service around the pool and beach left much to be desired. The staff regularly encouraged us to eat burgers/hot dogs off the lunch buffets.
Location: Swimming with dolphins cost $650 for 4 people. When you arrive, you leave your cameras in a locker. The pics cost us another $350. Snorkeling was bad.
We brought our 3 little kids for a week and had a blast. The better restaurants were for adults-only. Childcare was available nearly anytime. The service was on par with a Ritz-Carlton, which is where we typically stay.
Comment from Hotel Management
Mar 19, 2015 by General Manager, Hotel Management
Thank you very much for your glowing comments. The primary goal of Grand Velas is to be considered one of the best hotels in the world. And to be compared to one of the finest hotel chains means that we are surely on the right path to achieving that lofty goal.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Buffalo, NY

Perfect Getaway

Posted Mar 9, 2015
Everything about this hotel was amazing. The staff made us feel right at home from the second we arrived. We stayed in the Zen Suites, away from the beach. It was very peaceful. Our suite and the pool by our rooms were beautiful! You could take a 2 minute shuttle ride (shuttles were always available) to the ambassador and Grand Class portion of the resort, where there were other pools, restaurants and the beach. Children were allowed at this resort, and the the few that were there were very well behaved. The food was excellent. I would love to stay there again!
Comment from Hotel Management
Mar 14, 2015 by General Manager, Hotel Management
Nothing pleases us more than to know that one of our guests is planning to return. I am very satisfied to read that our luxurious Zen suites provided for a moment of tranquility amongst the stunning Mayan jungle. Overall our team effort in prioritizing our valued guests needs in every aspect result in perfect getaways. It will be our pleasure to welcome you back home.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Mamaroneck, NY

Excellent 2nd Visit

Posted Mar 1, 2015
Pros: Well kept beautiful grounds and views.
Cons: Teen club, kids club and night life for families.
Location: The resort is 40 minutes from the airport and pretty close to Tulum, 5th Avenue shopping and Xel-ha.
This is my family's 2nd visit to Grand Velas and it is hands down the best! Food, service, and rooms are great. The whole resort is beautiful and well kept. The staff is so friendly and helpful. Some even remembered us from last year. There isn't a lot to complain about. The only minor issue is the night life. There is not a lot for a family with children to do in the evening. There are nice bars and clubs but they don't want children and the teen club doesn't want adults. Other than that it was great! I strongly recommend it.
Comment from Hotel Management
Mar 14, 2015 by General Manager, Hotel Management
As General Manager it makes me really proud of my team to hear your second visit was as good as the first one. I am very pleased that you found consistency in the levels of service we put forth to ensure the full comfort of our guests. Grand Velas is a family resort that offers activities for the delight of our guests of all ages. Our butler concierges are well trained and I am sure they can recommend a wide array of family friendly activities for you to enjoy during your third stay as a loyal fan of ours.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom westchester, NY

Beautiful grounds and facilities, great food

Posted Feb 24, 2015
Kind and helpful staff, amazing pool by the beach. Easy with the kids.
Comment from Hotel Management
Mar 15, 2015 by General Manager, Hotel Management
I am very delighted to know that all of our aspects were to your great satisfaction and most importantly, your children were well entertained throughout their stay, making the personal time more pleasurable for you the parents. We`d love to see your and the kids again, take care.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom New York, NY

Very upscale for an all-inclusive

Posted Feb 22, 2015
This was our second stay (first was 12/2009) with teenage children. Resort is divided into 3 areas: jungle (mile back by constant shuttle), and beachfront family and adult only. Service and maintenance are amazing. Restaurants range from ok (Azul, Bistro) to great (Piaf, Auteur). Jungle was easier than we expected to get back and forth from. Take your breakfast in bed every day!
Comment from Hotel Management
Mar 15, 2015 by General Manager, Hotel Management
What a great delight it is for me to read we were chosen as your hosts for a second time. Whether it is at our casual bistros or enjoying a luxurious dinner at our award-winning restaurants, we are committed to offer the best culinary experience. I will definitely look into making sure our cuisine is always showcased at its best all throughout the resort. We will be looking forward to your third visit.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom albany, ny

Great family vacation

Posted Feb 22, 2015
We just returned from a great week at grand velas. We stayed in the zen area but spent most of our days at the beach. Our kids (5 & 7) loved all the activities; the food was very good and the staff was very friendly and genuine. Great vacation.
Comment from Hotel Management
Mar 15, 2015 by General Manager, Hotel Management
We are very pleased to read you enjoyed a great vacation. As a family resort we make sure the little ones have a fun time in a space of their own. It is quite rewarding to know that our culinary tour along with an excellent service that we are very proud of, were of your satisfaction. From our Grand Velas family to yours receive our warmest regards
2 out of 5
by A verified travelerfrom Upstate NY

Would not go back

Posted Feb 21, 2015
Pros: Staff was wonderful. Pools were great. Nice evening shows - The Fire Show was great. Our son (age 8) enjoyed kids club and beach soccer.
Cons: Increase number of pool chair. Indicate on website that during break weeks reservations for dinner should be made at time of booking.
Location: Had a great time at Xcaret and Amigo Express Tour of Chichen Itza was amazing. Frank and Louis were super guides.
So sad and disappointing. Overall we had nice time but there were a few major problems. The hotel excuse for these problems was "we are full because of the break week". Upon arrival we were told that we could not get reservations at ANY restaurant and would need to eat at buffet every night. After much complaining, the next day we were given a choice of either 5:30 or 8:00 for dinner our remaining 4 nights. Apparently, we should have booked dinner reservations before arrival. We were not impressed by restaurants (we only ate in the 3 child friendly restaurants). Food was good, but not outstanding and portions were very small (5 shrimp=dinner). Husband ordered 3 entrees each night. We heard that the adult restaurants were better. Also, staff asking for tips at all meals (including buffets) was annoying. Another major issue was pool chairs. Would arrive at pool by 8 am to find 100s of chair "reserved" by magazines, cans of peanuts, tissue boxes…. Chairs would remain empty for hours. On our last day (after not being able to get a chair in the sun for 3 days) the staff finally moved 2 chairs to a sunny spot to accommodate our family of 3. Beach is nice and a good spot to find chairs when pool chairs are taken. No one swims in ocean due to large rocks and coral. We were excited to body surf, but had no good waves during our stay.
Comment from Hotel Management
Mar 15, 2015 by General Manager, Hotel Management
I am disappointed to read that your vacation experience was not quite up to your expectations in terms of service in our culinary venues and recreational areas. Just as you mentioned, I would recommend using our pre-reservation system through our concierge department in order to pre-book your dining needs before your arrival. My large staff of pool concierges is also on hand to help allay any congestion in and around our pool areas and they can be trusted to help find comfortable areas for everyone. I hope that you will find it in you to return to Grand Velas and let us help you further with your vacation needs.
4 out of 5
Recommended
for Everyone
by A verified travelerfrom H

Posted Feb 20, 2015
Was v good overall, but check-in was a bit of a nightmare.
Comment from Hotel Management
Mar 21, 2015 by General Manager, Hotel Management
Andrew, even after the bumpy start I am quite pleased were able to cater for a very good stay. I will certainly make sure the check-in is performed smoothly for all of our guests as our commitment to excellence extends from start to finish. I hope to welcome you again to our little piece of paradise for another memorable getaway.
5 out of 5
Recommended
for Couples
by A verified travelerfrom Mexico

Un sitio maravilloso, la comida es impresionante.

Posted Feb 19, 2015
Pros: Instalaciones, comida, spa, la atención ... todo
Cons: No tengo algo en mente, todo muy bien.
Location: Maravilloso.
La atención al cliente es altamente personalizada, el trato es de emperador de cuento. Gracias