Perfect except for service around pool

Falta de personal y mala atención al cliente

The property itself I great. However, the brokered transport from the hotel isn’t very flexible. Our flight was delayed and we had to forgo the entire amount, which was pricey.

Everything is amazing here

Amazing resort

Our favorite resort in the Cancun/Playa del Carmen area. It is indeed a five star hotel. The service is excellent, the rooms are great, the dining options are fantastic. The beach and pools are wonderful.

Some of the staff is really great some not so much

The service, food and pool/beach areas were exceptional. Everyone was so friendly and welcoming. The food at each a La cart restaurant was delicious. We loved how the Mexican restaurant on site made table side margarita and guacamole. The Michelin star restaurant was a great experience and all of these restaurants were included in the cost. Even the buffet had good food. The resort was right on the beach which was cleaned and raked everyday. The property had serval infinity pools that were gorgeous. We left talking about when we can plan to come back again.

The food Was outstanding. I did not like how spread out the property was. I should have realized that before I booked.

Service is average , terrible beach, very expensive all

Worth the price

We stayed here last week and had an amazing time celebrating my daughter’s 17th bday and our 20th anniversary. I travel a lot and never had that kind of attention… Starting from the time of booking to our return back home. Level of service is 2nd to none. It will hurt your wallet but totally worth it! Thank you to our concierge Cesar who ensured we wanted for nothing.

Nice and large resort with different views and themes for each section of the resort. The “jungle” building is actually nice too even it’s not beach front. It’s quite and very zen.

This is a unique place. You really have to be a picky traveler to not like Grand Velas or to find something not up to standards. And if there is something (because things happen), I assure you they will do everything in their power to get it fix ASAP. As a family, we love this resort and can't wait to go back.

It is an excellent hotel with a lot of potential but one huge shortcoming - food poisoning! The service provided by the hotel staff is exceptional and so are the hotel facilities. Our concierge, Itzel, was fantastic. My girls enjoyed the Kids Club. The beach, with many rocks, takes points away since it makes it difficult to enjoy the beach - it makes it not swimmable. The breakfast at the Azul restaurant is very enjoyable, and I want to give special mention to Omar, who was great. Dinner at the various restaurants were seemingly amazing, until you end up with food poisoning. Alcolhol included some top shelf selections. One day, we had lunch at the adults-only Bistro restaurant and ordered a green ceviche and an octopus dish. That night I spent the night in the toilet vomiting and with diarrhea. In the morning I felt horrible all day, with no energy or will to do much. My husband had a bit of a delayed start, but by the afternoon he was feeling uneasy, and later that night he spent his share of time at the toilet with diarrhea. The hotel offered us a consult with the hotel doctor at a cost. While they ended up not charging us for the doctor’s visit after my husband reasoned with them, I’m still disappointed that they even try to charge us for it and at the reaction that staff at the hotel vacation club office had, who try to minimize and ridicule our situation as a “stomach upset”. I also noticed there is another guest who also experienced food poisoning a month ago.

Cons: Transportation was not arranged for ahead of time. Should have been offered at the time of purchase. Ant infestation in our room. Staff did treat the room, but still unpleasant considering the price paid for the resort. Pros: Food was clearly better than the average all-inclusive. Restaurants were above average. Alcolhol included some top shelf selections. Kids club was excellent; good activites for toddlers and teens. Attentive staff.

Great place

Honestly, I travel to many hotels around the world and the staff was horrible and annoying. Specially concierge

Excellent service from all personnel

Awesome hotel and experience. Great staff. Unique dining experiences-it was like a culinary vacation. We plan to return!

Welcoming, prompt and courteous when responding to the room change, and medical emergency. Ms Itzel, our butler lady, was beyond attentive, helpful and kind.

Great resort stay with family. Beach area is a bit tricky with lots of sharp rocks.

Terrible- food poisoning mid week ! I have never been more sick . Please improve food hygiene

My family and I recently stayed at Gran Velas Riviera Maya from June 1 to June 8, and we couldn't be happier with our experience. The service and hospitality were top-notch. Our concierge, Miriam, went above and beyond, stocking our rooms with our favorite snacks and drinks, arranging special birthday treats, and handling all our reservations. Her attentiveness made us feel incredibly welcomed. By the pool, Humberto and Jesus kept us comfortable, shaded, and well-stocked with drinks and food. Barbara’s unique service of cleaning sunglasses was a delightful touch. Dining was a highlight, with Isaac, Andres, and Edgar at the Bistro making us feel at home and offering great recommendations. Maira at Chakra introduced us to the chef, while Dario at Piaf and Felix and Nadia at Azul provided exceptional service. Nadia’s friendly approach and care for our kids were heartwarming. The resort’s grounds were stunning, with beautiful flowers and freely roaming animals adding to the charm. In summary, Gran Velas Riviera Maya exceeded our expectations with its impeccable service, attentive staff, friendly atmosphere, and breathtaking grounds. We are already planning our next visit. Thank you for a memorable stay!

Good at the hotels were exceptional as wepp as the service. Food pool Side was horrible

This vacation was great. Our concierge Jessica Meza was great and really took extra care of us. She left a birthday surprise for my son as well as roses for my wife to enjoy. These small details are why we loved thw property and would love to stay with you next year. Thanks again for a great stay.

Great resort . Food and service was outstanding. Spa was great. Only downfall is the beach. Ocean very shallow and not really swimmable .

Fantastic property. Our concierge, Jorge, was fantastic and went above and beyond!

Lives up to 5* expectations

Everything was great! The food was outstanding! From the restaurant staff to the pool staff the service was incredible. Everyone was friendly and nice! Alfonso was a great butler! We will be going back again and recommending to others!

Stuff and property amazing!

Amazing hotel

No entertainment!, kids were bored, food was moderate, your plates were taken away right you put fork down!, no music in the evening, there was nothing to do for 9 and 10 years old, no even pool activities, no floaties, you have to buy one or just pleased them to give you some which were left by the other visitors! The food was ok, nothing special. The food im cooking at home taste much more better. Sushi was just ok, nothing special.

Excellent customer service!!! Peaceful, especially the Zen Pool and Zen Lobby. Kids club had activities every hour. Everyone is kind, always greeting, attentive and welcoming. All restaurants are excellent! We can’t wait to go back. 5 days went by like 5 hours. Very very highly recommend it to families with younger kids or teenagers.

Amazing staff , amazing services

Gorgeous hotel with amazing staff and service.

We had an amazing time. The staff was extremely cordial and focused on catering to the customer. We will be back 😊

Very good

Amazing. Fantastic for young families and older kiddos. Mario, Fernando, Marisela, Jorge were incredible with our family. Our favorite pool was at grand class, the bistro meal with the tomahawk steak, fresh lobster and sea bass absolutely divine. The swim up pool bars and every day tacos and cocktails all to die for. I will miss this resort - very special to my family. The service top notch, the beach is warm and stunningly blue with powder white sand. Azul served the best breakfast options. Truly worth the visit. Attention to detail is top notch. The spa is a must go- the water experience prior to my facial and my husband's massage is a memory for the books- and we love high end spas. This is next level impressive. We all felt safe, pampered and taken care of. We will be back. Much love and gratitude. ~Jojo

Rooms were not made until very late usually around 5:30 pm and we had to call for them to make them. No downturn service like our stay before.

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Outstanding customer service from staff. Unique experience about customers service from whole staff

Beautiful property in top, top condition. Staff all spoke English and super helpful. Their attention to detail was greatly appreciated from the initial greeting to departure. Our personal concierge really took good care of us. We just sent her a text and "it" was done.

I have stayed at many all inclusive resorts and grand velas is by far, the best. Service is wonderful with staff eager to assist and find ways to make your stay special. The food is truly wonderful. It’s inventive and tasty with many options at each restaurant. The resort is gorgeous and clean and the pool is beautiful. We truly loved every minute.

Beautiful property with amazing restaurants. Very large, quiet pools.

Coffee wasn’t hot ever My only complaint

The place is consistently excellent. It’s expensive but it’s truly all inclusive so it’s fair. We are glad we examined the quasi time share to get a significant discount on the spa massage. Wish the front desk kept more small US dollars to s change for tips. They always run out of small bills. Otherwise hard to make many suggestions. We feel they should close the Chaka and gourmet restaurants and replace them with a steak and seafood restaurant like Maiakoba. It would take a realization that the public would appreciate this change but I doubt they will do it unfortunately. Otherwise it’s terrific.

I don't like to get wordy, semi-quick summary. Everything was as I expected or better for the price we paid. Lots of research before pulling the trigger. Excellent, clean, the best tasty food and uncompromised dedication to service. Melissa, our Concierge, went above and beyond for our 30th anniversary. Fernando, Antonio, Mirina and Hostess Karina at the Bistro were always the best. There should be more names here but I couldn't remember them all. Beach service was incredible. Daniel, Yasmin, and Luz never had us wanting for anything. Angel at the bar was always awesome. Room service quality and room care where always top notch. Their restaurants deliver service and taste I had never had before in Mexico. Excellent! The Mexican styled one had to be the best of them all. We couldn't stop eating. This was our 9th all inclusive Mexico resort vacation over our 30 year marriage and I have to say it was the best yet. I say this after staying at five 5 star rated resorts. Hope I didn't make this to long, good luck with your choices!

Pros: The food was amazing for an all inclusive- we have tried many in Cancun (palace hotels, Riu, Iberostar) and the food here is phenomenal compared to those The hotel itself is beautiful and well kept The dinners are amazing- the staff is great and the food as well as the presentation are wonderful at these specific restaurants. The spa was fantastic - I’ve had many massages at the ritz, four seasons, las ventanas etc and this was better than all of those! Cons: The service at the pool is terrible - so slow and many times there is just no one around. Lunch could take over 30 minutes and wouldn’t even be right A lot of the workers (at the pool, the coffee shop, even the concierge) hardly speak English and you often have to repeat yourself many times or just accept the wrong thing out of frustration (we received the wrong drink/food several times) They offer great excursions- but are not organized or easy to access. It took us many attempts to actually schedule our excursion. we were only here for the weekend and told them we wanted to swim with the turtles and go zip lining. They booked us turtles for Saturday and then when we tried to book zip lining for Sunday we found out all the zip lining parks are closed on sundays. We were very frustrated they didn’t plan better and that we didn’t get to do both activities as opposed to recommending turtles Sunday and zip lining Saturday (as all aquatic options are open on sundays)

Best beach hotel in Mexico.

GrandVelas always exceeds my expectations. Their service is impeccable. The property is absolutely beautiful. Employees like Luz, Lizzet, Viktor, Ernesto, Yasmin, Alejandro, William, etc. always stand out with amazing service & will go out of their way to ensure you have anamzong stay.

All around great place.

Amazing property, amazing staff, amazing food... Worth every single penny!

Great resort

Best resort in mexico

Upon arrival greeted with cold towels and excellent hospitality. You would have thought we were the only guests there. Annie was our concierge and greeted us the next day at the beach to go over activities and dinner and even brought gifts for my daughter who was celebrating her 3rd birthday. She had the room decorated for our arrival as well. Xcaret was a plan for one of the days on our 4 day trip and we even considered skipping to enjoy everything this beautiful place has to offer. I have stayed at 9 resorts in mexico this was by far the best. No matter if your traveling for business, a romantic getaway or a family vacation like me this place is sure to impress and meet all your needs. A+++ top to bottom

The most beautiful property with the nicest and most professional staff. Every single staff member goes above and beyond to make sure you are comfortable! Highly recommend this resort! Can’t wait to go back!

Safe friendly excellent service. My personal concierge was a bit of a letdown. No communication

Lovely all-inclusive hotel.

Excellent food, relaxing environment, exceptional service

Excelent all

Beautiful resort with exceptional service and excellent restaurants.

Great vacation

Most beautiful resort, amazing food and the staff go over the top to help you and make your stay incredible. Can't recommend this place enough. You won't be disappointed.

The best service i ever got when staying on vacation Great food Strongly recommend to everyone

My 8 th time and always the best experience

Once you come here, no other hotel-staff, service,food, will be able to match it. So be ready to disappointed everytime you go to other places and dream of Gran Vellas. This hotel is worth every dime. 5⭐️

The staff and service is exceptional.

Grand Velas Riviera Maya - Thank you for your great hospitality!! We truly had an amazing time here. You guys have the best staff that are so humble, welcoming & warm and made us feel at home. Special shout out to Rigoberto Jaramillo (our concierge buddy from zen) who was so helpful, friendly & made sure we were instantly provided with all that we needed. He went up & beyond to make us feel comfortable & enjoy our vacation to the fullest. This place has amazing views & is very spacious. Every corner in this place has been designed in a way to provide a great lounging experience. Be it a nature lover or a beach person, they have covered us all. Cherry on the cake - the unforgettable flavors of fine mexican cuisine along with variety to offer. Truly you guys know how to provide the worlds finest service without compromising onto the quality. Highly recommended place to stay!

We had the best experience at Grand Velas. The staff was amazing! They knew us by name and went the extra mile to make our trip fantastic.

Beds were amazingly comfortable Seeing Mangrove turtles and also small crocodiles in the hotel Cenotes

Absolutely exquisite property, wonderful staff and amenities. Must go resort!!!

Grand velas was gorgeous, well maintained and we had amazing views of the ocean. The good: the food (dinners) were amazing, some of the best we’ve had at an all-inclusive. The spa was stunning and our massages were great. The zen pool/ area was otherworldly, so quiet and beautiful. The bad: the service wasn’t great (which is odd given all the other reviews that say otherwise). They were not very warm, nor really available, possibly understaffed? The room was just okay (especially considering price), though the view was amazing Buffet was just okay. Our checkin was terrible, slow and they told us nothing about the resort. Given all this we still lived our stay just shocked at the poor spotty service.

Everything is perfect here. Would come back anytime here. Highly recommend for anyone. Thanks for your excellent service.

Best resort ever!. Danielle our personal concierge was wonderful!

Great view

Excellent all around. Food amazing

Excelente servicio, muy tranquilo, todo de primera.

Great food, service on the beach, restaurants, and property Average receiving at arrivals and showing the room, we require early cleaning and was no done until we were back at room 4 pm we needed to get ready for a friends birthday and we have to wait!

Best time to recharge before going back to School

Amazing family relaxing with our 2 sons that are in college. quiet and peaceful...The food was incredible more for the sophisticated palate. Piaf, Lucca, and Sen Lin and Frida all top flight. Katerina our conciere was very helpful.

SPA was amazing

Great visit, great service

We went with our family for our first post-COVID vacation. The staff was great and went out of their way to make us feel safe and welcome. Only downside was that they did not have all of the restaurants open every night but the food was excellent as always. The kids were asking when we could come back even before we left!

Big disaster bad service ….. too expensive right now this hotel rate is 3 stars…..and Supposedly this is a 5 star hotel that was before now it is 3 stars most of the restaurants are buffet and you have to go find your own food ... fill yourself with smoke and even fill yourself with fat ...... Even so They have wardrobe demands This is disrespectful and a robbery and in general the food is very bad ...... I do not recommend this hotel at all a great disaster

EXCELENT

This is my 3rd time visiting Grand Velas. I absolutely used to LOVE this property!! I usually vacation on the Zen Side, but it is closed due to Covid. This visit was very disappointing and hurtful. My diamond bracelet was stolen out of my room, while my children and I went to take our scheduled Covid Tests. The Manager, Omar, avoided me, and did absolutely nothing to assist with locating my possessions. I was treated like I was the thief.

Great service, super kids club, amazing pool and restaurants. Need to increase staff serving at the beach.

It was great overall. The foods were great especially. Everyone should go to Luccas and Frida restaurants. The food were amazing.

The resort is very good but the service takes the cake. The resort’s beach is not great but the pools make up for it. Bring your wallet.

One of the most beautiful resorts in Mexico. First class service and amenities. Spa was beyond amazing! Would def go back again. Family friendly, great for the kids.

Honeymoon Stay

Stayed there on business about 8 years ago, first time back, this time with my wife on a honeymoon. The property remains gorgeous, the room was immaculate as were the grounds. The gym moved from last time and was smaller and could have used more ellipticals, a spin bike, etc. Half the property was closed due to Covid but nothing felt lacking. The food was wonderful albeit the menus were a bit limited compared to last stay. Number of entree choices were scaled back but what they did serve was excellent. Overall the resort still head and shoulders above anything else in the area, but some of the finer points not as strong as last stay. The employees were extremely nice and helpful, our concierge Daniel was a star and the waiters were generally excellent, particularly the staff who worked the days at Azul and the bartenders. Best part was resort felt tranquil, the "cheesiness" factor was like a 1 on a 10 scale so there was a sense of refinement throughout. The spa remains world class as well. A MUST if you stay there, the water treatment ceremony alone worth the trip.

Hesitate to give it 5 stars. Construction noise

On arrival to the hotel, we were ushered through grand gates and given the instruction "you're 30xx" and sent on our way. Took us a while to find the actual check in area. Due to COVID, we were told we'd get an upgrade from Ambassador class to Grand Class and that they were closing half the resort to consolidate. While I love an upgrade, I do wish this was told upfront, as I bought the most expensive Ambassador class room and wound up in the same Grand class room I would have anyways. Regardless, I can't complain about an upgrade! The room was very nice, although we found lots of mosquitos, both dead and alive. Also you can hear lots of noise via the doors as guests walked past our room (walls seemed to keep the sound out between rooms). We had our own small dipping pool on the huge balcony, but it was very dirty and never got cleaned during our stay. The pools were both very nice and both remained open despite half the resort rooms closing. Food was very good and plentiful. Service Tuesday/Wednesday was excellent, very friendly staff. However, the last half of the trip everyone became rushed and appeared overwhelmed. We waited an hour and a half for breakfast and an hour for lunch. Buffet was different due to COVID, can't serve yourself, which is no fun. We found it best and quickest to order room service for breakfast at least. Lastly, construction noise occurred all day, starting early, on both sides of the resort. I'm sure it's a great time to work, but not for a guest.

Exceptional, as usual

Everything was great although they were still fixing the hotel after recent hurricanes.

Had a very nice time at the Grand Velas Resort. Everyone was very friendly. I loved that our room would be made twice daily. Food was very good . Our favorite was The Asian restaurant. Only complaint is that the small pool in our suit was not very clean and the beach is not nice at ALL! If you’re looking for clean turquoise water, then this is not the place for you. The beach even looked muddy.

The service is very good and the room is very big and comfortable. The concierge.

This is an amazing Resort , the service is incredible and food and beverages are first class . The place is beautiful Spa is very good

Immaculate. Everything is beautiful and perfectly maintained. The food is the best. Every staff member is helpful and pleasant. A real paradise.

This is a fantastic resort. Great facilities, location, staff and food/drinks. Would definately stay here again.

The best hotel ever. The greatest experience of our family. The hospitality of the workers is incredible. The restaurant all are amusing. In azul restaurant ISac is the best waitress ever seen. Our concierge Irving was incredible. So far I doubt that there is a better place for family vacation in the world . The spa is the best in the world. Rivera maya and the hotel are very safe. The Mexican people are amusing. The hotel is ver close to the airport. The New Year party was increíble. I will come back definitely.

Excellent service. Only negative is that the staff on the beaches would be racking what seemed all day. It was a little uncomfortable to be relaxing on the beach only to see the staff racking. Instead of racking around the clock I suggest they do it morning / lunch and evening. Not necessary to be out there all day.

Most beautiful property, best service, incredible food and overall best all-inclusive I have ever been to. Terrific babysitting and kid friendly as well. Will gontjere again for sure!

Beautiful property. Very clean. Staff is genuinely friendly.

Beautiful properties and amazing staff. World class service.