Best all inclusive in Riviera Maya! A true 5 star experience

Service

Wonderful facilities and food. Fanny at the swim up bar was phenomenal!

It’s was great

excellent service

Second time in this wonderful hotel. Family friendly. Like a paradise.

The service is amazing and so is the food. My daughter and her cousin absolutely loved the kids club. It is a beautiful resort.

The hotel is beautiful, all of the food is delicious, the staff is extremely welcoming and helpful, and the spa is amazing.

Five diamomd star property, service and food, but unfortunately its beach is not fit for swimming due to sharp rocks, seaweed, and dirt. The hotel is cleaning the beach constantly but there is almost 0 swimmers in the beach. Very unfortunate as the hotel, staff and food trully meet exclusive 5 diamond star expectations.

We had such an amazing trip to Grand Velas. We stayed at the Ambassador and everything was betond what we hoped for. The rooms were large, beds and pillows so comfortable and pool area was beautiful. The food both at the pool, and in the main restaurant were very good. The other restaurants far surpassed our expectations- it was just like dining at upscale restaurants every night. Our kids enjoyed the kids clubs and loved seeing the shows each night and picnics on the lawn during the day. We can’t wait to go back!

Great but need to work on kid friendliness

This was our 3rd trip to Grand Velas but the first with kids. While almost everything was great they need to work on a few things. Firstly provision of high chairs is almost non existent. It often took 15 mins to get a high chair and one time we got given one which was blatantly dangerous - our child could easily have slipped out of the bottom. Considering how many kids were around i found this totally baffling and the constant battle to find high chairs very wearing. Additionally the service in Azul buffet at peak times is horrendous. My wife asked for tea on arrival every day and often the tea never actually arrived despite multiple requests. I think she probably only succeeded in getting tea 2/6 days.

The Best of the Best in service!

If you’re looking for a great family experience with the best service and a five star property you should consider the Grand Velas. It’s amazing!!

Great hotel and service,but beach Is not the best.

This hotel is definitely characterized for its service and food. All was great, I just wish the beach was better. I've seen much prettier beaches in Playa del Carmen/Riviera Maya. As for the staff, they treat you so well you feel the need to tip them even though tips are supposed to be included in the all inclusive price, which is definitely not inexpensive. The facility is beautiful and the spa is amazing!

Amazing place with great staff and food!

Great food and awesome staff and service. 2nd time staying at resort with 3 kids. Pricey but well worth the money.

Beautiful Resort!

I travel to Mexico at least 2x a year and I did a lot of investigating to find an upscale hotel for a special 4 day trip for my daughter and I. We just returned and was very impressed with the resort overall. The hotel was beautiful, the restaurants were top notch, the hotel staff and concierge was very pleasant and helpful and we enjoyed our stay tremendously. The kids program is excellent and provided lots of fun, exciting activities, however I wish they would have done more activities outside at the beach or in the pool. The fitness centers at both the Ambassador area and the Zen area were very good and extremely clean. The beach was amazing and very well-maintained and absolutely beautiful. Service and level of personalization was impressive. The restaurant choices were delightful and Sen Lin asian restaurant at the Zen property was one of the best dining experiences we had. Azul buffet for breakfast and lunch was outstanding.

Pleasant

I have been to this hotel yearly since it opened. Very plaesant

Luxury a galore with a few black spots.

This is my 4th time at Las Velas and once again they delivered almost to perfection, a few spots during our stay. The hotel was entering the low season and the occupancy was very low, but somehow during the first 5 nights we stayed at an Ocean View suite. Not much of an ocean view and more a pool view, did not complaint about it, but the room description was deceiving. The last two days paid for an Ocean Front, Private pool suite, and we got a room with a partial ocean view, since we were also looking at the roof of one of the restaurants. In addition, and to my surprise, the two qeen beds were significantly smaller than the other room with no view. At some point I even thought about asking the hotel staff to move me to the first room as it was more comfortable and since we were at the beach or pool most of the day, the view at the end was not as important. In summary, on a hotel were all the interactions are scripted to deliver a superior service, I feel than on an almost empty Hotel, if the staff was really looking to deliver a wow factor, they should have given a bit more thought on the room assignment, after all we were repeating customer paying the modest amount of $1200 a night.

Very nice hotel, excellent service

Food is great, hotel staff is nice and courteous. The only complain I would have is about swimming in the ocean. There were rocks and in a windy/wavy day it is impossible to see them to avoid and the water is too shallow to enjoy it.

Room Description

I was disappointed with the room description and layout. On my reservation the description of the room was "one bedroom family suite". When I got there the room was just a basic standard room with no separate bedroom. This is difficult with young kids and I felt the description was misleading.

Best all inclusive food!

Amazing service. Great weather. Beautiful property. Dinner Restaurants reminded us of food from good Chicago or nyc spots. No solicitation for tips. Breakfast and lunch buffets were excellent as well. Had sushi almost daily!