Ratings based on 297 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 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.
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!
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.
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.
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.
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
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Feb 5, 2015
The Grand Velas was a wonderful experience! From the time we checked in till we left, a week later, we had a wonderful relaxing time! It was such a beautiful property...every detail was appreciated! Our room was a large beautiful suite, gorgeous bathroom area and large outdoor patio (with a double bed chaise lounge). The restaurants were amazing, beautiful to look at and gourmet food every night. We had a wonderful time at The Grand Velas!!
5 out of 5
Recommended
for Everyone
by A verified travelerfrom New Jersey

Wonderful Time!

Posted Feb 1, 2015
Pros: We are foodies and you will not find better restaurants in this area
Cons: There should be at check out one line for gratuity if you would like to leave for all staff
Location: Excursions can easily be planned at the hotel. It is a little further from the shopping area and "5th Avenue" but is a short ride by taxi.
This is definitely one of the best in the Riviera Maya/Playa del Carmen area. This was our second time there. We usually go in the off season which we prefer. We stayed in the Zen section both times and we like this very much. It is also extremely convenient to get to the other pools and restaurants with their shuttle van which we never had to wait for more than a minute. The staff cannot do enough for you and the restaurants are superb. The only drawback to this hotel is that at every meal they bring you a bill which you must sign. On this bill is a line for gratuity which since this is an all inclusive should already include but we did give tips when we felt the service was exceptional. The spa is wonderful and I recommend to take the sensory experience before your treatment. We look forward to our next trip!
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jan 30, 2015
Amazing!!! great resort , food and staff. Jocelyn, our concierge was amazing as well as Santiago and Marco at the ambassador pool. will definitely return
3 out of 5
Recommended
for Families
by A verified travelerfrom Sao Paulo, Brazil

Good hotel with some issues

Posted Jan 27, 2015
Pros: Food and service
Cons: Beer and wine service
The good thing about this hotels that it is an all inclusive with excellent food. The employees, with few exceptions , are very friendly. The rooms are big and the swimming pool area is nice. The hotel is directly on the beach, a nice area, but the ocean is not that beautiful blue water that we saw elsewhere at Playa del Carmen e Cancun. Beach service is very good. There are some issues, that for me were important. The hotel does not have draft beer. Neither does it have any bottled beer, not even at the hotel bars or restaurants. Only beer in cans, and at the swimming pool, not even this is allowed, so the only option was warm beer in plastic glasses from these cans. For whoever likes beer, a nightmare. I also asked for white wine (bottle in ice) and only expensive bottles (not included) are allowed in the swimming pool area or in the rooms. For the price we paid for this hotel, we expected more . Overall, a nice hotel, with good food and good service, specially considering it to be an all inclusive.