Ratings based on 433 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
Expedia Verified Reviews
They paid and stayed. We double-checked.
5 out of 5
Recommended
for Everyone
by A verified traveler

The Best Staff Ever

Posted Feb 7, 2016
Stunning location. Huge rooms. Excellent food. But what makes this resort really special is the extensive staff who are always eager to make sure that you are enjoying yourself. Every employee is smiling all the time and they always tried to greet us by name and to remember what we liked.
5 out of 5
Recommended
for Everyone
by A verified traveler from Colorado

Heaven on the Beach

Posted Feb 5, 2016
I love, love, love this hotel!! We went the week before Christmas so the hotel was full but the staff never missed a beat and we never felt overlooked or put out. The staff is warm and friendly always ready with the next drink or dry towel. Our daughter spent two nights in the kids club and would have stayed longer if we had let her. What a delight, I look forward to our next visit. I will say that the restaurants in the main hotel had better service than at the Zen, our least favorite being the service at the Asian Fusion restaurant but the food was all fantastic. Kudos Grand Velas!
5 out of 5
Recommended
for Everyone
by A verified traveler

Excelente el hotel, spa, restaurantes y servicio

Posted Jan 26, 2016
Nos encantaría regresar pronto. Este debería ser el objetivo de calidad que debería existing en cualquier hotel de gran clase, No tenemos una persona en particular a quien agradecer el servicio porque todos se esmeran en atenderte de forma inmediata y con una sonrisa
Comment from Hotel Management
Feb 1, 2016 by Gerente General, Hotel Management
Para nosotros ha sido un verdadero placer que nos permitiera consentirla y atenderla con esmero para que disfrutara de una estancia de verdadero lujo. Nos escantaría verlos de regreso muy pronto en Grand Velas.
5 out of 5
Recommended
for Everyone
by A verified traveler

Amazing Service and Location

Posted Jan 17, 2016
Pros: The service.
Cons: I would probably remove the "bills" you get after each meal and maybe a few less surveys. Since it's all inclusive it makes sense to remove the bills
Location: Playa and many diving and beach style activities plus Tulum Ruins etc.
I would say first and foremost that the service received at this hotel was better than any hotel I've ever been at or can remember and I've been to many. We stayed at the Zen Area (cheaper part) and the Grand Ambassador area (top end) for about 8 days in total and loved every minute of it. Being inclusive meant you never worried about extras and the fact the hotel complex has a good 7 or so restaurants also made the evenings more interesting with very difficult delights on offer. The staff wear ear pieces and track where you are and going so they can anticipate your next move which was unnerving at first but eventually made the stay that little better and made us feel like royalty. The hotel is located nearby Playa so you can pop out and parking is inclusive as well. The rooms are huge and roomy and we there isn't alot not to like about this hotel.
Comment from Hotel Management
Jan 25, 2016 by General Manager, Hotel Management
I am very glad our level of service was to your delight, was better than that of any other hotel you have stayed at. Thank you for sharing a lovely review along with some great pictures. When the need to indulge in luxury and perfection arises, a vacation beyond all compare will be in store. Warm regards from all of us at Grand Velas!
3 out of 5
by A verified traveler

Posted Jan 8, 2016
Pros: staff for sure
Cons: more attention to details like frozen pool
Location: only 10 min drive to Playa Del Carmen
Was not the best hotel for the price location of rooms not the best had a bad room location for my first room then asked to be changed since everyone was leaving after the new years stuff was very nice, however the coldest pool in the world!! ppl all hanging outside of the pool rather then in the pool bar!!
Comment from Hotel Management
Jan 21, 2016 by General Manager, Hotel Management
Thank you for sharing your experience at Grand Velas Riviera Maya. It makes me really proud to know our staff and their level of attention was the highlight of your trip. I am sorry to hear that during your stay you couldn't enjoy a dip in our pools due to their temperature. Our pools are divided into different sections each with different temperatures so that our guests can choose the one they enjoy best. However we have taken measures so that even our coolest section is kept within a comfortable temperature. Shall your travel plans bring you to Riviera Maya in the near future, we will be honored to welcome you back. Take care
4 out of 5
Recommended
for Everyone
by A verified traveler

Beach Resort

Posted Jan 5, 2016
Cons: The gym was dark and small. Not up to date machines. No daylight shining in. No water aerobics at the pool. Activities geared to the children.
Location: Nothing to do nearby. Would not leave the facility.
You must be able to walk a far distance. The hotel is large with different locations for restaurants and beach. It did not feel like a five star hotel to me. The food was adequate, however, the dinner portions were minimal, choices minimal. Not what I expected. Staff tried to be accommodating but was not able to handle too many requests. Unable to get orders correct. Lobby not impressive upon arrival. Did not feel as though it was a luxurious hotel. We were traveling with our son who is 25 and his girlfriend. Felt hotel catered to young families with small children. No activities for us in the evening.
Comment from Hotel Management
Jan 13, 2016 by General Manager, Hotel Management
Thank you for sharing your experience. I am disappointed to hear we did not deliver an experience beyond all-compare. As a five diamond resort our commitment is to delight our guests with a luxurious experience intended to delight them at every aspect. I apologize for not living up to your expectations, we are in constant renovation and always searching for areas of improvement. Shall your travel plans bring you to Riviera Maya we would be glad to have you witness our progress.
5 out of 5
Recommended
for Everyone
by A verified traveler from Florida

Luxurious All Inclusive

Posted Jan 3, 2016
Cons: We did a photo session, but the company they used should have been more upfront about pricing instead of trying to sell us large packages at the end.
We were absolutely pampered. The room bar and snacks were also included, along with room service! Had someone come around and clean your sun glasses on the beach! Great place to relax and unwind. Lots of excellent restaurant choices.
Comment from Hotel Management
Jan 22, 2016 by General Manager, Hotel Management
Thank you for sharing such a wonderful review. I am really glad to know you could indulge and unwind with a luxurious experience meant to pamper you and surpass your expectations with little details as cleaning your glasses as you enjoy a breathtaking view of the Caribbean Sea. I hope this was just the first of many more visits to come. We will be looking forward to seeing you soon! Take care
5 out of 5
Recommended
for Everyone
by A verified traveler from ARIZONA

THE BEST VACATION

Posted Nov 30, 2015
Pros: EVERYTHING
Cons: nothing
Location: GREAT LOCATION AND MANY ATTRACTIONS TO SEE
THE HOTEL, THE FOOD AND THE STAFF WAS THE VERY BEST
Comment from Hotel Management
Dec 4, 2015 by General Manager, Hotel Management
Doug I am elated to know Grand Velas was the scenery of a vacation you will always remember. As a luxury all-inclusive resort we are committed to offer our guests an experience beyond all compare in every aspect. It will be our pleasure to welcome you in the years to come.
4 out of 5
Recommended
for Everyone
by A verified traveler

Close to perfect!

Posted Nov 30, 2015
Nice staff, four stars food, great view from our room but too much seaweed on beach which is not their fault
Comment from Hotel Management
Dec 2, 2015 by General Manager, Hotel Management
It is certainly a great honor to be the proud hosts of a "close to perfect" vacation experience. I am very glad to know every aspect of your stay was to your great liking as we looked for ways to delight your senses. Just as you mention the seaweed is a phenomenon over which we have no control. However we make our best effort in maintaining our beach in optimal conditions to ensure our guests enjoy it as much as possible. I hope you will soon find the opportunity to come in the near future. A vacation beyond all compare will remain in store. Kind regards.
5 out of 5
Recommended
for Everyone
by A verified traveler from 서울

환상적인 여행

Posted Nov 10, 2015
Pros: 레스토랑과 자연, 룸사이즈, 서비스
Cons: 룸 어매너티를 보충해달라고 소정의 팁과 메모를 준비해줬는데,, 룸메이드가 채워주지 못했다. 좀 더 섬세한 서비스.
Location: 택시로 이용시,, 공항가는 길은 1시간, 카르멘 지역과는 10분정도의 거리. 하지만, 리조트 안의 시설 이용으로 근처는 이용 안함.
일찍 도착해서 얼리체크인이 가능했고, 올 인클루시브 리조트답게 레스토랑에서 점심을 먹을 수 있었다. 젠 타워의 수정은 아담했으나 프라이빗해서 커플이 머물기에 완벽했고, 로비로 가는 길에 원숭이도 만날만큼 자연그대로의 맹그로브 정글이 살아있었다. 시노테에선 거북이와 물고기들이 살고 있었다. 2박동안 4군데의 레스토랑을 이용했는데, 모두 최고의 음식와 친절을 경험했다. 처음 결재하면서 숙박비가 비싸다고 생각했는데, 그 곳을 경험한 지금은 아깝지 않은 지불이었다. 내 생애 기회가 또 있다면,, 다시 이용해보고싶은 리조트다.
Comment from Hotel Management
Dec 1, 2015 by General Manager, Hotel Management
난 정말 당신이 우리의 정글 섹션을 즐길 기 뻐 요. 우리는 우리의 목표는 모든 손님이 그들의 방문에 만족 할. 다시 가까운 장래에 당신을 호스트 수 있도록 노력 하겠습니다.