Grand Velas Riviera Maya

Grand Velas Riviera Maya

Ambassador class pool
Traveller (6131)
The window is much wider than this, but here is our view.
Room & Suite (1058)
Grand Velas Riviera Maya
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Avg. C$1,607 /night, 2/12 - 2/13
C$2,178
per night
C$1,825
per night
C$1,471
per night

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About

#3 of 39 all-inclusives in Playa del Carmen
4.7 of 5 bubbles
Location
4.8 of 5 bubbles
Rooms
4.4 of 5 bubbles
Value
4.9 of 5 bubbles
Cleanliness
4.8 of 5 bubbles
Service
4.8 of 5 bubbles
Sleep Quality
This award is our highest recognition and is presented annually to the top 1% of businesses across select categories.
Amidst the tropical beauty of the Mexican Caribbean, Grand Velas RIviera Maya is a AAA Five Diamond Luxury All-Inclusive resort with 539 suites set in three ambiances; haute cuisine at 8 restaurants, 5 bars and Aqua Bar; SE Spa; and fun family activities or romantic moments for couples. Three unique ambiances ZEN GRAND Surrounded by jungle, mangroves and natural cenotes. AMBASSADOR Ideal for families looking to spend a day basking in the sun on white sand beaches. GRAND CLASS Suites are designed to provide an experience of absolute relaxation overlooking the sea. Our Luxury All Inclusive concept: • Personal concierge • 24-hour suite service • Private terrace with sitting area • Indoor jacuzzi • Daily-stocked in-suite minibar • Welcome bottle of mezcal • Nespresso coffee maker • Pillow menu
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Fitness Centre with Gym / Workout Room
Pool
Bar / lounge
Beach
Diving
Babysitting
Valet parking
Wifi
Fitness / spa changing rooms
Fitness classes
Sauna
Hot bath
Pool / beach towels
Infinity pool
Pool with view
Adult pool
Outdoor pool
Heated pool
Private pool
Restaurant
Breakfast in the room
Swimup bar
Poolside bar
Aerobics
Bicycle tours
Entertainment staff
Evening entertainment
Fishing
Karaoke
Table tennis
Indoor play area for children
Children Activities (Kid / Family Friendly)
Kids club
Airport transportation
Car hire
Taxi service
Business Centre with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Foot massage
Full body massage
Head massage
Massage
Salon
Steam room
24-hour security
Baggage storage
Concierge
Currency exchange
Gift shop
Shops
Sun umbrellas
Butler service
Doorperson
24-hour front desk
Private check-in / check-out
Dry cleaning
Laundry service
Ironing service
Room features
Allergy-free room
Bathrobes
Private beach
Additional bathroom
Housekeeping
Interconnected rooms available
Flatscreen TV
On-demand films
Private balcony
Room service
Safe
VIP room facilities
Iron
Laptop safe
Wake-up service / alarm clock
Room types
Ocean view
Bridal suite
Non-smoking rooms
Suites
Family rooms
Smoking rooms available
Good to know
HOTEL CLASS
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
5.0 of 5 stars
HOTEL STYLE
Family
Family Resort
Languages Spoken
English, Spanish

Location

Carretera Cancun Tulum Km. 62, Playa del Carmen 77710 Mexico
Name/address in local language
Getting there
Car recommended
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
Grade: 38 out of 100
38
Cancun Airport
43.1 km•
See all flights
Aerodromo de Playa Del Carmen
8.2 km•
See all flights
5.0
5.0 of 5 bubbles5,819 reviews
Reviews summary
This summary was created by AI, based on recent reviews.
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Nestled in the Riviera Maya, Grand Velas Riviera Maya is often celebrated by guests for its inviting atmosphere and exceptional amenities, including a luxurious spa, diverse dining options, and pristine grounds. The service at the hotel is frequently lauded for its attentiveness, with staff going above and beyond to cater to guests' needs. Reviewers consistently admire the spacious and well-maintained rooms with stunning views. While the resort's location is a highlight for many, some caution that the experience comes at a premium cost, with mixed opinions on the value.
Location
Picturesque
Atmosphere
Welcoming
Rooms
Spacious
Value
Expensive
Cleanliness
Spotless
Service
Attentive
Amenities
World-class

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Detailed Reviews
Neg18 wrote a review Dec 2023
LA
5.0 of 5 bubbles
We wanted to try this location since we had already been to the Cabo location last year and loved it! The Riviera Maya Grand Velas did not disappoint!

It's not as new as the Cabo location but the rooms and property are still in fantastic condition. The kids/teen club was great here as well, though the activities are different. I would say that the biggest difference is that this location has fun live performances and a fun summer club with kids bungee jumping and zip lining, whereas the Cabo location does not, but they make up for it with more engaging activities in the kids club that are better suited for older kids.

It was nice having the beach at this location (the beaches in Cabo are rocky and not accessible), the sand is white and soft and the water is warm. They have fun beach activities like volleyball, kayaking and jet skiing (though the jet skiing was pricey) and live fire performances.

The restaurants are the same as what's offered at the Cabo location but the menus are different and seasonal. There are a couple extra restaurants here, as it's a bigger venue, on the jungle side of the property - which is just a quick shuttle ride away (3 mins). The jungle side has the spa, a couple restaurants, a lounge/bar and a quiet pool which was beautiful but the water was too warm. When we asked if they could lower the temperature they said it was actually that warm because of the natural heat from the sun so they could not make it cooler. We also saw deer and monkeys here, the environment is so natural and beautiful.

Still impressed by the Grand Velas resorts and we recommend to everyone we know, definitely the best all inclusives in Mexico!
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Date of stay: July 2023
3.0 of 5 bubblesValue
5.0 of 5 bubblesLocation
5.0 of 5 bubblesService
Trip type: Travelled with family
Room Tip: Book your dining reservations ahead of time!
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Rodolfo Gonzalez, Director General at Grand Velas Riviera Maya
Responded Dec 4, 2023
Thank you very much for traveling to Playa del Carmen to see and feel all the luxury amenities that another Grand Velas resort can offer. Your great descriptions of our resort and the comparisons to our sister hotel in Los Cabos are right on point. Situated in a protected habitat, we are a little limited with the land we can use. But we've developed our facilities with the care and admiration of the environment in mind. Our kinship with nature is quite a striking point among our guests, and sharing this land with deer, monkeys, coati, and other docile wildlife is a balance that is highly challenging to achieve elsewhere. And I am thrilled to learn that you were very impressed by Grand Velas and the enriched experiences that it holds in store for its valued guests. As always, we place ourselves at your faithful service for all your future vacation needs and wishes. Happy Holidays! RODOLFO GONZALEZ DIRECTOR GENERAL GRAND VELAS RIVIERA MAYA
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tkanthal wrote a review Nov 2024
5.0 of 5 bubbles
Overall- this was our second time at this resort and we loved our stay even more than the last.
Last time we stayed at the ambassador two bedroom family suite and this time we stayed at the grand class oceanfront suite

Room- the housekeeping was excellent! The room was amazing because we had the ocean front view with tremendous privacy because their were no walkways also the beach is set lower and rooms were on higher ground so no one on the beach could look into the rooms yet you have a beautiful ocean view from your room. The one con here is that if you love leaving your room and walking onto the beach then it’s not exactly a quick walk.

Pool- staff is nice- the beds fill up quick but the staff can help you find a chair. - the service poolside was nice they take drink and food orders- you can also order drinks and food at the swim up bar- they also had fresh coconuts available to drink pool side and beach side which def was a nice touch in our opinion.

Beach- staff did a great job cleaning up the seaweed - but the water/sand bit too rocky in some areas - would highly recommend wearing water shoes for comfort

Pros
Service - impeccable- best staff and service from the housekeeping to room service to concierge to kids club to restaurants (this is probably the highlight of this place that they are able to consistently provide great service).
The staff always provided great service regardless of whether they were tipped or not- the resort was very busy when we went but the staff did not let any guests feel neglected- they consistently did their best to address all details for all guests

Activities
Adults- several nice activities throughout the day wish they added a letter in the room everyday for you to know the activities because they fill up fast- but they try their best to get you in if you’re interested.

Kids club- our kids 8 and 4 year olds enjoyed kids club and it was hard to get them to come back to do activities with us- the staff at kids club were really accommodating whenever possible esp if they didn’t have too many kids- it was super easy to check in and check out kids which was the best part- I loved that we did not have to sign up for activities you can just stop in whenever you want- I also loved that parents could stay with kids if wanted at the kids club or just leave them and go.

Restaurants- wish they had a few more choices of restaurants, but each and every restaurant had impeccable service - delicious food! - the presentation to the taste everything was perfect.

Gym- they have two: one in the zen area and one in the ambassador section - both gyms are excellent although I liked the zen gym better as it was more spacious.

Transportation is available at all times between the different areas of the resort and you never have to wait more than a minute or two

Cons
None whatsoever
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Date of stay: November 2024Trip type: Travelled with family
Room Tip: If you love excellent service and quieter rooms book grand class even though we had kids we were...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Velas Resorts Management, Other at Grand Velas Riviera Maya
Responded Dec 28, 2024
Thank you for sharing your wonderful experience at Grand Velas Riviera Maya. It’s an honor to be part of your best family trip yet! We’re delighted the Grand Class oceanfront suite, impeccable service, and thoughtful touches like poolside coconuts made your stay memorable. It’s also fantastic to hear your kids loved the Kids Club, and the staff ensured everyone felt cared for, even during busy times. Your feedback on restaurant variety and activities is appreciated and will help us improve. We can’t wait to welcome you back for another unforgettable visit! RODOLFO GONZALEZ DIRECTOR GENERAL GRAND VELAS RIVIERA MAYA
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A lot to digest? Read an AI-generated summary of recent traveller reviews.
Laxxer1919 wrote a review Feb 2024
Woodbridge, Virginia
5.0 of 5 bubbles
My wife and I just got back from our fourth stay at this resort. It never disappoints! We have stayed twice at Ambassador (by the beach), and twice in Zen (feels like the jungle). Let’s get the biggest objection out of the way first. It is very expensive to stay here. But, you get exactly what you pay for. There are plenty of other resorts in the Cancun/Riviera Maya area, that you can stay at for roughly half the cost. The problem is you will either get mediocre food or have to pay for all of your meals and alcohol à la cart, which will add up to almost the same all inclusive cost as Grand Velas.

This resort, has some of the best food we have ever eaten in our lives, and this includes many non-all inclusive hotels and resorts. We have stayed in resorts in Jamaica, Bahamas, Cayman Islands, BVIs and cruised through the Caribbean. The quality and selection of food from any of these locations do not come close to Grand Velas. My wife and I would consider ourselves foodies, and nothing else compares to it. (This includes several trips to Europe) We ate breakfast and lunch every day at Bistro for a great view and a fantastic menu. Francisco, Fernando and Karina always treated us like family there.

The second thing that makes this resort stand out is their attention to detail. The grounds of the resort are meticulously maintained. The number of staff at the resort willing to help depending on what your specific need is, is truly amazing. Every public restroom is spotless, there is never a shortage of clean towels by the pool or beach, you never see a single piece of trash laying anywhere on the resort, Housekeeping coming to your room three times a day to clean, restock drinks and snacks, and turn down service, and I could go on.

Next time we come back, we will surely bring our children as the staff is so engaged and has so many activities for them to partake in all in a safe environment on the resort grounds. Thanks for another amazing vacation!
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Date of stay: February 2024
5.0 of 5 bubblesValue
5.0 of 5 bubblesLocation
5.0 of 5 bubblesService
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Rodolfo Gonzalez, Director General at Grand Velas Riviera Maya
Responded Feb 21, 2024
As always, it is a pleasure for us to raise the bar on luxury travel with each successive visit you make to our enchanting paradise. As you so rightly mentioned, there are hundreds, if not thousands, of vacation options in which to spend your personal resources and valuable time. But only a few will win you over on a consistent basis with the high quality of amenities, ingredients, and services that Grand Velas offers. Yes, you can choose a destination for half the price and perhaps spend an enjoyable time on the beach. However, the memories of those bargain resorts just tend to pile up and become lost over a short period of time. But by investing a little more, you'll live a vacation experience that will not only be remembered for ages but will also inspire you to return to the place where you feel confident that your money is well-spent and, more importantly, your irreplaceable time is worth every moment. And it's safe to say that after your fourth vacation with us, you've come to realize that we are not just any all-inclusive: we are Grand Velas. Thank you for sharing your inspired comments and feelings on what our resort provides for you. Whether you reside at Grand Class, Ambassador, or Zen Grand, our commitment is to make your stay better than the last. As always, we remain at your faithful service, RODOLFO GONZALEZ DIRECTOR GENERAL GRAND VELAS RIVIERA MAYA
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abdalllahs wrote a review Jan 2025
Toronto, Canada
3.0 of 5 bubbles
I recently stayed at this hotel in Cancun/Riviera with my family, including my 2-year-old son and my pregnant wife. Having visited the area several times before, I decided to diverge from the traditional 5-star hotels I typically book and spend significantly more on what was marketed as a premium experience. However, I was left disappointed and would like to highlight some key points.

Positives:
Beautiful Property: The hotel is situated on a lovely property.
Culinary Options: The dining options, particularly for dinner, were wonderful and enjoyable.
Potential: I can see the potential for this resort to be much better than it currently is.
Areas for Improvement:
Despite the promising aspects, I cannot accept that this establishment is considered one of the best-reviewed resorts in Mexico. The experience fell short of expectations, especially considering the high cost. Here are the key issues I encountered:

Room Cleaning and Service: The cleanliness of our room was the worst I have experienced in any hotel, with no real cleaning process in place. Room service was inconsistent and often delayed, even after multiple requests.

Room Location: Our room was far from everything, which was particularly inconvenient for my family given my pregnant wife and a young child. Additionally, we faced drilling noise right outside our room, making it difficult to relax.

Pool Experience: Securing a poolside seat was nearly impossible. There seemed to be a practice where staff members hold seats and distribute them at their discretion. As a workaround, we used our baby’s stroller to store our belongings by the pool, which was unacceptable for a property marketed as high-end. We also experienced significant delays with poolside food orders, with one instance taking 45 minutes for our child's food to arrive.

Staff Morale: The pool staff seemed disengaged and unhelpful, which detracted from the overall experience.

Conclusion:
Given the significant amount we spent on this trip, I expected a resort experience well above the normal offerings at 5-star hotels in the Cancun/Riviera area. Unfortunately, the overall experience did not live up to the glowing reviews that initially drew me in.

While there were some positive moments, the negatives overshadowed them. I would recommend considering a traditional 5-star hotel in Cancun with an upgraded room, which would likely provide a far superior experience at a better value.
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Date of stay: January 2025
3.0 of 5 bubblesValue
3.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
3.0 of 5 bubblesCleanliness
3.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Rodolfo Gonzalez, Director General at Grand Velas Riviera Maya
Responded 1 week ago
Mr. Abdullah, first and foremost, we want to thank you for choosing Grand Velas Riviera Maya on your recent family vacation. We appreciate you highlighting the positive aspects of your stay; however, we are truly sorry to hear that certain aspects did not meet your expectations. Your feedback is important to us, and we value your perspective. I can assure you that our team did everything in their power to address your concerns, especially your Concierge, Antonio. However, I completely understand and empathize with your frustration regarding certain situations, such as the poolside seating. We understand that during high-demand periods, it can be challenging to find availability. That’s why our Pool Concierge is always on hand to assist and ensure a solution for our guests. We pride ourselves on providing exceptional service, and as reflected in other reviews, our guests are the best testament to the level of service we are known for. Therefore, it is truly disheartening to read your comments and to learn that we did not meet your expectations in delivering this kind of service. Mr. Abdullah, we hope you will consider giving us another opportunity to provide the premium experience you and your family were hoping for. We place ourselves at your service, RODOLFO GONZALEZ DIRECTOR GENERAL GRAND VELAS RIVIERA MAYA
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Angie wrote a review Jun 2024
New York City, New York
3.0 of 5 bubbles
We happened to visit for only two nights because my older boys prefer to be at a more activity filled resort especially Hotel Xcaret. I have never experienced such wonderful service from any all inclusive like the staff at Grand Velas. I’m terrible with names but everyone was phenomenal. For example server (tall lady with glasses) named A overheard me talking to my kids about how wonderful the lamb chops are and she offered to bring it to the table for me. It’s the little special touches that make it memorable. Tayde at the pool was great ensuring I had enough Prosecco. Make sure to request Miriam as personal concierge because she really makes you feel so welcome and treats you like you are family. She’s incredibly responsive and went over and beyond even though she was not even officially assigned to us! Everyone was so kind and greeted us in the hallways, restaurants, including the gardener with the sombrero hat.
The mixed drinks were generally weak, but we really appreciated the fresh squeezed juices and quality of food considering it is an all inclusive resort. Beach was not really pretty with all the rock structures but kids enjoyed seeing little fishes in the shallow water. The pool was huge and amazing. Wanted to mention our appreciation for night concierge Ricardo and concierges Annie, Carolina, Gabriel, Fernando, and Antonio and Ensencio in the front. Gabriel from Zen pool was a pure delight.
However this resort is far from perfect. I requested our drains to be checked because it wasn’t draining properly. It took them a day and a half to fix it. There were mildew stains on the curtains and it remained there. I’m sure it’s inevitable with all the humidity. My husband requested sheets and it took them 45 minutes and an extra phone call to receive it. There was a huge problem with my room. The first night there was an inundation of sugar ants all over the floors. On the second night there was a leak in the ceiling. I was kindly offered a room change but I didn’t feel comfortable with my 2 year old daughter next to a plunge pool. There was a considerable amount of rain the two days we were there and the ceiling sprang a leak on night two. Managers Aaron Ruiz and Antonio tried to make it right by offering us to change rooms. Unfortunately I was not able to take the offer because my daughter was asleep (we co-sleep) and I could not move her without waking her up. For two nights I was not able to use one out of the two bedrooms we booked. While the beds were comfortable I had very minimal sleep to say the least.
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Date of stay: June 2024Trip type: Travelled with family
Room Tip: Avoid room 2038
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Rodolfo Gonzalez, Director General at Grand Velas Riviera Maya
Responded Jul 18, 2024
Thank you, Angie, for taking the time to provide such detailed feedback regarding your recent stay at Grand Velas Riviera Maya. Your insights are truly valuable to us. We are incredibly honored by your kind words about our staff and service and are delighted to hear about the positive experiences you had with our dedicated team members, Tayde, Miriam, Ricardo, Annie, Carolina, Gabriel, Fernando, Antonio, and Ensencio. It's lovely to know that their efforts made your stay memorable. We are, however, deeply sorry to hear about the issues you encountered with your suite. We understand how these aspects could significantly impact your comfort and overall experience. Please accept our sincerest apologies for any inconvenience this may have caused you and your family. We appreciate your understanding regarding the challenges posed by the tropical climate and the unusual amount of rain during your stay. Nevertheless, we acknowledge that the resolution to some of your concerns took longer than expected, and for that, we are genuinely sorry. We hope that despite the challenges, you will consider giving us another opportunity to provide you with the exceptional experience that Grand Velas Riviera Maya is known for. But next time, staying longer to enjoy the complete vacation experience we are renowned for. As always, Angie, we are committed to providing you with exceptional service for all your future needs and wishes. We look forward to the opportunity to serve you again. RODOLFO GONZALEZ DIRECTOR GENERAL GRAND VELAS RIVIERA MAYA
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charliespony wrote a review Dec 2024
Leesburg, Virginia
3.0 of 5 bubbles
We just returned from a multigenerational trip to Grand Velas, our second year in a row at this beautiful resort. While there were some positives, our overall experience this year fell short, largely due to issues with our concierge and a frustrating situation with our room.

In 2023, our concierge Melissa went above and beyond to make our stay perfect. She was incredibly sweet, genuine, and proactive, checking in with us daily—even finding us at the pool to ensure everything was going smoothly. This year, however, was a very different story.

We were disturbed by animal noises coming from the ceiling (likely the air ducts) on the first night of our 7-night stay and could not sleep. We reported this issue every single night—sometimes calling the front desk in the middle of the night and messaging our concierge via WhatsApp. Maintenance staff confirmed seeing animal footprints in the ceiling vents, but it wasn't until the 5th night that the front desk manager finally offered us another room. Meanwhile, the front desk told my husband this was a "natural" area, which did little to help the situation.

Our concierge seemed indifferent about the fact that we hadn’t had a full night’s sleep for 5 nights. After much effort complaining to the staff, the general manager did offer us a spa credit and a discounted rate "for next year," but this hardly made up for the sleepless nights, especially since we paid a premium for a 4th-floor Grand Class room during a peak holiday week.

In addition to this issue, our concierge only updated us about resort activities 4 out of the 7 days, which was a stark contrast to Melissa’s proactive and thoughtful service last year. While he did help with restaurant reservations and getting tents for our kids, the overall experience felt subpar.

There were, however, some bright spots. The resort itself is stunning and very well maintained, and the food was excellent. Most of the restaurant service was great, although we had an odd experience at Chaka, where half the table (including adults) received their meals 20 minutes before the rest, even though we all ordered together. Similarly, a glass of wine arrived 10 minutes after the cocktails, despite being ordered at the same time.

Poolside service, however, was phenomenal. Humberto and Nemo were incredible, ensuring our family had everything we needed. If you're visiting during a peak week, be prepared to reserve chairs early or rely on the amazing pool staff to help. The pool was louder than I would have liked, but given the holiday crowd, this was understandable.

Last year, we had such an exceptional experience that we didn’t hesitate to return. But after this year, we’ll be looking at other options for our annual trip. Had the hotel moved us to a new room immediately, we would have had a significantly better experience. A lot of our disappointment stemmed from the overwhelming holiday crowd and the resulting drop in service quality. If you’re considering Grand Velas, I highly recommend avoiding peak times if possible to truly enjoy the resort’s offerings.
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Date of stay: December 2024Trip type: Travelled with family
Room Tip: Avoid peak weeks
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Rodolfo Gonzalez, Director General at Grand Velas Riviera Maya
Responded Jan 7, 2025
Thank you, Mr. Hines, for choosing Grand Velas Riviera Maya on your recent vacation and for sharing your experience with us. We are glad that you were able to appreciate our Resort’s stunning surroundings, excellent food, and exceptional poolside service from Humberto and Nemo. Your kind words for them are greatly appreciated, and we will pass them along. On the other hand, I’m deeply sorry to hear that your recent stay did not meet the high standards you experienced last year, and truly appreciate your detailed feedback. Regarding the issues you encountered in your room, we empathize with you and we will certainly be reviewing our procedures to ensure quicker resolutions in the future, particularly when it comes to ensuring a peaceful stay for our guests. I must say that it is also disappointing to hear that your concierge service was not up to the level of service you received from Melissa last year. We take pride in providing personalized and attentive service, and we will address this matter with our team to ensure future guests experience the same level of care you enjoyed previously. I understand your decision to consider other options for your annual trip, and hope you will give us another chance to provide you with the experience you deserve. Your feedback is invaluable to us, and we will use it to make the necessary improvements for future stays. Should you wish to visit us again, we remain at your service. Warm regards, RODOLFO GONZALEZ DIRECTOR GENERAL GRAND VELAS RIVIERA MAYA
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Jordan A wrote a review Oct 2024
5.0 of 5 bubbles
Grand Velas was by far, one of the most incredible resorts and vacations we've had to date. The service and food is unmatched - especially at an all inclusive resort. While most reviews clearly show how incredible the service is, the food is top notch with unique menus (food and cocktails) at each restaurant. Special shout outs to the pool/beach staff: Yazmin, Luz, Donato, Mario and team were incredible at ensuring we had everything we need, timely refreshes and fresh towels throughout the day. Itzel and her team at Concierge was what made the trip. From answering every question, procuring different items for our room, to checking in and communicating whenever we had a question, she was there with a response or seemed to track us down to help us out with reservations, spa services, or whatever we needed. Huge kudos to her and the entire team!
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Date of stay: October 2024
5.0 of 5 bubblesValue
5.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Velas Resorts Management, Other at Grand Velas Riviera Maya
Responded Dec 28, 2024
Thank you for your glowing review of Grand Velas Riviera Maya. We’re thrilled to hear that your stay exceeded expectations, with unmatched service and exceptional dining experiences. Your kind words about Yazmin, Luz, Donato, Mario, and the pool team, as well as Itzel’s outstanding concierge care, mean so much to us. Their dedication to ensuring every detail was perfect truly embodies our commitment to excellence. We look forward to welcoming you back for another unforgettable vacation! RODOLFO GONZALEZ DIRECTOR GENERAL GRAND VELAS RIVIERA MAYA
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Dmitri L wrote a review Jan 2024
+1
5.0 of 5 bubbles
Grand Velas Hotel Review:

I begin this review by expressing my profound gratitude to the exceptional staff at Grand Velas Hotel. The kindness and constant smiles on their faces have greatly contributed to making my visit an unforgettable experience. I want to extend a special thank you to Eloiza, who provided us with an incredible introduction to the property and its essence. Eloiza has a natural gift for hospitality, is meticulous in her descriptions, and professionally notices suggestive and preventive details during interactions, such as warning when a guest is about to burn themselves with freshly made coffee. Her knowledge and affection for the property are evidently key elements. I also appreciate Jonathan, Yamilet, Pilar, Emir, Annete Ortiz, and Alejandra, and many other friendly interactions with staff that occurred courteously. We even encountered Doña Mary preparing the Lucca restaurant, who bestowed a beautiful smile upon us while carrying out her duties. Special thanks to these individuals for their exceptional attention and dedication.

Grand Velas Hotel stands as a true temple of luxury, an impressive property that dazzles with unique and memorable details for each of its guests. Its three distinct experiences — the romantic getaway in Grand Class, the unforgettable family moments in Ambassador, and the serenity in Zen Grand — offer unparalleled amenities with the goal of providing first-class service.

This luxury oasis not only provides exceptional amenities but also embraces sustainability. With an apiary and a water treatment plant, the hotel demonstrates its commitment to the environment. The nature surrounding the hotel, especially the bougainvilleas adorning the terraces of each room, is watered by this plant, offering a spectacular and sustainable view.

The culinary offerings at Grand Velas Hotel are another highlight, with high-end restaurants offering unimaginable culinary experiences, overseen by renowned chefs. Each dish is a masterpiece that delights the senses and adds a distinctive touch to the overall experience.

In conclusion, Grand Velas Hotel is the ideal destination for a pleasant and beautiful vacation. Its combination of luxury, personalized attention, and commitment to sustainability makes it an exceptional place. Without a doubt, this hotel offers an incomparable experience for those seeking a getaway that exceeds expectations. With unique elements such as apiaries, rivers, Kids Clubs, and highly adaptable event spaces for various needs, such as Pickleball in the Zen Garden, the halls, and the soccer field next to the melipona bee garden.

Leave everything in the hands of your personal Concierge and get ready to enjoy an unforgettable escape to any of its three environments: Grand Class, ideal for a romantic trip for two; Ambassador, for an unforgettable family experience by the sea; or Zen Grand, if you're looking for a space to relax. Including the names of the visionary brothers Vela, Juan Manuel, and Eduardo.
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Date of stay: December 2023
5.0 of 5 bubblesValue
5.0 of 5 bubblesLocation
5.0 of 5 bubblesService
Trip type: Travelled on business
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Rodolfo Gonzalez, Director General at Grand Velas Riviera Maya
Responded Jan 10, 2024
Thank you so much, Dmitri, for sharing with the world your extensive insights and perceptions of what Grand Velas Riviera Maya offered you during your stay. I don't think I could have described our resort as beautifully as you have. Your ability to chronicle the subtleties that abound at Grand Velas adds an extra dimension to the decision process for potential guests deciding on where to reserve. Your keen eye truly has unveiled our robust service and attention to detail, aspects that aren't perhaps easily noticed but are graciously accepted at any given moment. And you can be assured that Eloiza will be given a copy of your warm praise, which she will surely treasure throughout her professional career in hospitality. On behalf of Eloiza and all of her talented colleagues, I thank you for your motivating comments and look forward to reading your next enchanting review. As always, sir, we remain at your faithful service, RODOLFO GONZALEZ DIRECTOR GENERAL GRAND VELAS RIVIERA MAYA
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Victoria LR wrote a review Apr 2024
4.0 of 5 bubbles
The hotel as we expected: impeccable facilities.

We were in the grand class part, the suite was beautiful, spacious and clean 10, the only defect of the rooms is that they are too noisy, everything that happens in the hallway seems to be inside your room.

The beach is super well-kept and clean.

The food in the restaurants, of good quality although little variety in the buffet. What I should highlight is that there is always space and you don't have to wait like in other resorts that are so full that there is not enough space in the restaurants for all the guests.

The pools are in perfect condition, all of them in the main area have a depth of 1.20 m, and one for very little ones.
The regular pool snacks, they should not forget that we are in Mexico and the spicy in something basic, they cannot put Hamburges and today dogs and not put chilis in rajas and instead pickles, if they want to please the gringos then put both
As expected for the Easter weekend, the hotel was full of tourists, mostly foreigners, one of the waitresses in the pool area did not let us sit on some lounge chairs because according to her they were occupied, when there were no personal belongings nearby, not even the bottles of water that they give us all, after a few minutes, to our good luck, we ran into the head of all the waiters and he kindly assigned us two lounge chairs that had been unoccupied for a long time but that were "separated" (the rules of the pool says very clearly that you cannot remove lounge chairs) and he told us that if they moved us we should tell him that he gave them to us, the waitress who had told us that we could not stay in that area reluctantly attended to us, after another while Another guy came to tell us that that place is busy, and ooooo surprise they moved us to the places that the waitress initially told us we couldn't be in, from there a super friendly guy served us and we had a good time, it's evident that the waiters have a lot of control over the waiting places, I suppose they set them aside for the gringos to occupy and they think they will get more tips, ERROR: if you have to stay here, obviously you have to give tips.
If you have children I recommend going to the Zen Grand pools, there are deep ones, wading pools and others of 0.80 cm, obviously a much more relaxed atmosphere, less people, lounge chairs available and since it is not close to the beach there is not much air flow and Children freeze to death when they get out of the pool. A restaurant nearby just like the blue one, with little variety but what little they have has good flavor, but the attention is unmatched.

The kids club, teen clubs are really very simple, just a few chairs and some screens, without attractions for children who are no longer so little.

The personalized attention of our excellent concierge Itzel made us feel welcome at all times and helped us with our requests.
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Date of stay: April 2024Trip type: Travelled with family
Room Tip: Lleven sus zapatos para playa, porque esta tiene bastantes piedritas
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
L G wrote a review Sep 2024
Georgia
2.0 of 5 bubbles
I'd like to say the food was pretty good, Michelin restaurant was just so-so. Mexican, Italian, French were the highlights. Sen Lin was medicocre. Breakfast was pretty good at the buffet and Bistro. The service and staff were really wonderful at all of the restaurants, bars, and adult pool service. My husband and I went as a couples, but also with the intention to check it out for Spring Break 2025. It was between St. Regis, Banyan Tree, or Rosewood. We had initially booked St. Regis but I have heard terrible things, including people falling sick. In the early hour morning (3AM) before we are set to depart, I was awoken to something rather large CRAWLING on my ankle/leg. I turned on the flashlight on my phone and was HORRIFIED to discover a 4-5" SCORPION at the foot of bed in sheets. We were encouraged by hotel to save water and not change sheets every night. The sheets had been changed two days prior. I am convinced this did NOT come from the 4th floor in which we were staying. I do believe this came in through the bedding/maid. Earlier in the week I could see the laundry facilities via pillows lined up in the window with no bags/wrapping/etc. I strongly believe there is a lack of protocol for bedding. We called manager and concierge promptly. They were unapologetic and brushed it off as "nature".. I can see that as well, but I have been traveling to Mexico for over 15 years and have not seen this. The manager attempted to give me a key to the room next door, but I was not able to go back to sleep after this incidence. Had this bitten myself, husband, or kids-could have been a whole different story. I attempted to have the manager call me, but he has not. I truly do believe they are lacking proper protocols to prevent something like this from happening. The manager said he had never seen a scorpion at the hotel and this has not happened before.
Check your bed every night. I was so excited to travel back to GV with kids and extended family but do not think that will happen now. It was a terrible and terrifying experience.
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Date of stay: August 2024
4.0 of 5 bubblesValue
4.0 of 5 bubblesRooms
4.0 of 5 bubblesLocation
2.0 of 5 bubblesCleanliness
4.0 of 5 bubblesService
1.0 of 5 bubblesSleep Quality
Trip type: Travelled as a couple
Room Tip: attention to detail could be improved for a AAA 5 Diamond hotel
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Rodolfo Gonzalez, Director General at Grand Velas Riviera Maya
Responded Sep 6, 2024
On behalf of the Velas family to your family, I want to express my deepest empathy for the concern you must have felt during your last morning with us. Please accept my sincerest apologies for the experience you suffered. For a large resort situated both on the beach and within the jungle, there are challenges that we, and all hotels, must confront and prevent. Controlling insect life is a large part of those prevention efforts. As was pointed out, this extreme case has never occurred during the history of our resort, but because it has never happened is no reason to let our guard down. We, of course, follow strict fumigation protocols, which have, until now, kept the hotel pest-free. I will not make any excuse as to why this occurred, nor am I about to question how and when this insect came to be inside your suite. As of this moment, however, I am going to carefully inspect our fumigation program and directly follow up on your concerns internally, both with you and with my team. In brief, we will be in contact with you to ensure your family's well-being and to discuss the best course of action that will have you return with us in spring. Again, you have my deepest apologies for this isolated incident. I look forward to speaking with you shortly. As always, we remain at your faithful service, RODOLFO GONZALEZ DIRECTOR GENERAL GRAND VELAS RIVIERA MAYA
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Answer from Rodolfo G
Playa del Carmen, Mexico1 helpful vote
Dear Ashley K. Thank you for considering our resort for your Spring Break getaway with your family and friends! We're excited to welcome you and ensure you have a fantastic experience with activities for both kids and adults. For our younger guests, we offer a variety of daily activities beyond the pool and beach that are designed to keep them entertained and engaged. The Kids Club provides creative and interactive programs like arts and crafts, and activities that will keep them interested and entretained. Additionally, we offer family-friendly outdoor activities such as beach games, water activities and even eco-tours that everyone can enjoy together. In the evenings, we host nightly shows that are perfect for families, ranging from live music to cultural performances and interactive entertainment. These events are a great way to wind down and enjoy quality time with your loved ones. It's important to contact our pre arrival concierge to verify the schedule and make sure this program will be available on the dates you are planning on visiting. Regarding the Kids Club, we recommend making reservations, especially during peak times like Spring Break, to ensure your little ones have a spot in their preferred activities. This allows us to maintain a safe and fun environment for all children. We're committed to making your stay enjoyable and memorable, and we can't wait to welcome you and your families this Spring Break! Hope to have the opportunity to host you soon.
Answer from Rodolfo G
Playa del Carmen, Mexico1 helpful vote
Hola Dear Caroline A. Thank you for reaching out. We don't have any courts at our Property, we have used in some occasions courts close to our property that are part of nearby hotels. If you would like to know more about this I suggest you contact our Pre Arrival department or your reservation center to arrange this. We hope to see you very soon. Thank you !
akrochmal asked a question Jun 2024
Denver, Colorado1 contribution
Is there a water slide at the kids pool?
Answer from Rodolfo G
Playa del Carmen, Mexico1 helpful vote
hello akrochmal, thank you for reaching out. We do not have any water slides at the Kids Pool. However we have a activities schedule having some fun stuff by our kids club staff. Once you get to the hotel you will receive all the activities program at the kids club and by the hotel premises by your concierge. We can't wait to host you. See you soon,
…
Paul L wrote a tip Feb 8
New York City, New York1 contribution
5.0 of 5 bubbles
"The pool at the beach side gets very crowded. Stay the Zen section and look for Ernesto."
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Wander725371 wrote a tip Feb 5
9 contributions1 helpful vote
5.0 of 5 bubbles
"Reserve restaurants for dinner early, especially at Piaf and Cocina de Autor "
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Tonya J wrote a tip Feb 5
1 contribution
5.0 of 5 bubbles
"The best all-inclusive resort I've ever experienced in Mexico! Worth every penny!"
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Robin wrote a tip Jan 2025
2 contributions
4.0 of 5 bubbles
"I would maybe avoid the room service as food quality not the best in this area. "
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lisay11 wrote a tip Jan 2025
Charlotte, North Carolina24 contributions24 helpful votes
5.0 of 5 bubbles
"Eat at the Asian fusion and French restaurants."
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PRICE RANGE
C$1,505 - C$1,998 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
grand velas all suites & spa resort, riviera maya hotel playa del carmen, grand velas all suites and spa resort, riviera maya, grand velas hotel riviera maya
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaPlaya del Carmen
NUMBER OF ROOMS
493
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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Grand Velas Riviera Maya - UPDATED 2025 Prices, Reviews & Photos

Frequently Asked Questions about Grand Velas Riviera Maya
What are some of the property amenities at Grand Velas Riviera Maya?
Some of the more popular amenities offered include a swimup bar, free wifi, and a pool.
What food & drink options are available at Grand Velas Riviera Maya?
Guests can enjoy a swimup bar, an on-site restaurant, and a lounge during their stay.
Is parking available at Grand Velas Riviera Maya?
Yes, free parking and valet parking are available to guests.
What are some restaurants close to Grand Velas Riviera Maya?
Conveniently located restaurants include Saffron at Banyan Tree Mayakoba, Piaf Restaurant, and Cocina de Autor.
Are there opportunities to exercise at Grand Velas Riviera Maya?
Yes, guests have access to a pool, a fitness centre, and a sauna during their stay.
Does Grand Velas Riviera Maya have airport transportation?
Yes, Grand Velas Riviera Maya offers airport transportation for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Grand Velas Riviera Maya?
Yes, dry cleaning and laundry service are offered to guests.
Does Grand Velas Riviera Maya offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.
Which languages are spoken by the staff at Grand Velas Riviera Maya?
The staff speaks multiple languages, including English and Spanish.
Are there any historical sites close to Grand Velas Riviera Maya?
Many travellers enjoy visiting VivaOhlala (7.2 km) and Roan Experiences (6.2 km).
Does Grand Velas Riviera Maya have any great views?
Yes, guests often enjoy the ocean view available here.
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