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“Great Resort” 5 of 5 stars
Review of Grand Velas Riviera Maya

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Grand Velas Riviera Maya
5.0 of 5 Resort (All-Inclusive)   |   Carretera Cancun Tulum Km. 62 | Municipio de Solidaridad, Quintana Roo, Playa del Carmen 77710, Mexico   |  
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Ranked #9 of 199 hotels in Playa del Carmen
Henderson, Nebraska USA
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
5 helpful votes 5 helpful votes
“Great Resort”
5 of 5 stars Reviewed January 15, 2013

Had a wonderful time. Brought our family with children's ages ranging from 15 to 24. The service was excellent. We stayed at the Zen Grand and were worried about not being right on the beach but we never waited more than 2 or 3 minutes for a shuttle. You can't walk to the beach, although it would have been a pleasant walk, because they are worried about people being hit by vehicles. Walking trails would have been nice. It was amazingly quiet in the jungle and we enjoyed seeing a lot of wildlife on the covered trails. We did make reservations at the restaurants before leaving and were glad that we had done this. The evening restaurants are very gourmet and we don't normally eat this way so it was a fun experience. Our young adult children really got into room service and had late night pizza and morning breakfasts. My husband and I went to the buffets for breakfast and really enjoyed the Azul in the morning. The only critique would be that the pools close at 8:00 pm and there is no nightlife but the nightlife in Playa Del Carmen makes up for it.

Room Tip: Zen Grand is very quiet but farther from the beach.
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  • Stayed January 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GVRM, Director de Relaciones con Clientes at Grand Velas Riviera Maya, responded to this review, April 19, 2013
Dear guest,

Allow me to thank you for choosing Grand Velas Riviera Maya on your most recent vacation, It is such an honor to know that our facilities and services have fulfilled your expectations. Providing with the most relaxing stay to our guests is one of our priorities and we are glad that we made it possible for you!

We hope to have the opportunity to host you again.

Best regards,
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (353)
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Glen Ellyn, Illinois
Contributor
17 reviews 17 reviews
14 hotel reviews
Reviews in 13 cities Reviews in 13 cities
43 helpful votes 43 helpful votes
4 of 5 stars Reviewed January 14, 2013

I traveled with a group of 11 (extended family & friends) during the 1st week of January, 2013. We stayed in the Grand Zen section before moving to the Ambassador section for the last 4 nights of the trip. One of the best decisions I made since we were so much closer to the beach and main pool. However, if you want some serious peace & quiest, stay in the grand zen section which is 5 minute shuttle ride east of main resort/lobby area. Positives: great ala cart dining in all but one [Azul] restaurant (need reservations, pants, shoes...etc); expansive white powdery sandy beach; great personalized service; close to playa del carmen and theme parks, beautifully kept flora & fauna; big rooms with comfortable beds; clean overall hotel.
Negatives; no formalized activities desk around pool/beach which we are used to having at other mexican all-inclusives resorts; dress code at all but two of the restaurants; pressure to tip at all of the restaurants; rocky beach in most areas unless one walks further up/down the beach. All in all; not sure if this resort worth the price tag. However, it does appear to be one of the best in the Playa del carmen area.

Room Tip: choose the ambassador section
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  • Stayed January 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Saint Louis, Missouri
1 review
5 helpful votes 5 helpful votes
3 of 5 stars Reviewed January 14, 2013

We were very disappointed with our Christmas vacation at the Grand Velas in Riviera Maya. We have been taking the family to a resort in Mexico for about 12 years now. We have stayed at some very nice all- inclusives, but none of them have been nearly as expensive as this one. I decided to splurge because we were celebrating a milestone birthday of mine. Maybe I had my hopes up too high, but I had heard so many nice things about this resort.

We were put in the Zen building so we had to take a shuttle to the Ambassador – or main hotel. When we got to the Ambassador in the morning after breakfast, we couldn’t get chairs ANYWHERE either around the pool or on the beach. What we came to find out was that people were paying the beach and pool staff to reserve chairs early. When we went over there at 7:30 in the morning, we still had problems getting more than a couple of chairs. Having to return to the Zen building was far less than ideal since there wasn’t a restaurant where we could eat lunch! There was a limited “snack” menu at the Zen pool but that was it after breakfast. For the amount of money we spent, this was so totally unacceptable to me.

There are other things about the resort that bothered us, and I feel they should be “visible” before you book the hotel. For example, we are runners/walkers. You cannot run or walk anywhere in the hotel area without someone following you. In a million years I would never have agreed to this. Also because of this, the gym was overcrowded and it was often hard to use a machine without a long wait.

I will speak highly of most of the staff, but when we had a difficult time trying to get dinner reservations (and yet all the restaurants were half empty when we did go!), the concierge told me to get a baby sitter instead of trying to book reservations at a convenient time for a 2 year old. The rooms themselves were lovely and the housekeeping staff very efficient and courteous.

Stayed December 2012, traveled with family
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Philadelphia, PA
Contributor
16 reviews 16 reviews
10 hotel reviews
Reviews in 9 cities Reviews in 9 cities
15 helpful votes 15 helpful votes
5 of 5 stars Reviewed January 11, 2013

We stayed at the Grand Velas with our 2 year old son for 5 nights/6 days, and had an unbelievably fantastic vacation. The resort was beyond our expectations.
1. All the pictures you see are true, it really is that beautiful! The property is only 4 years old and is immaculate. Rooms, grounds, pool area, restaurants, covered walk ways, all spotless.
2. Staff were uniformly friendly and in a genuine manner. Some people complained about tipping in their reviews here on TA. Disregard them. I brought $100 worth of $1s and $5s (still came home with about $30). Left $10 for dinners in the restaurants, $3 for room service, $2 for buffet breakfasts/lunches, and $1 for poolside drinks. Not a big deal. The tips were appreciated and it was excellent service. Come on, if you can afford to stay here, you can afford a few bucks a day for tips to genuinely nice people.
3. The food was AMAZING. The breakfast buffet at Azul was a daily event. We ate at Sin Lin 3 nights we loved it so much, and Freda once. (kids can only eat in Azul, Lucca, Chaka and Sin Lin; the others are for adult dining which I totally understand). The food and environments were on a par with any top restaurant in NYC, Philadelphia, Chicago. Quality of ingredients, creativity, flavors, preparation and presentation all top notch. The service, atmosphere and decor were exactly what you would expect of a 5-star hotel. They are a little picky about reservations, so make them in advance on-line at the hotel's web site. You can always change them once you get there which is what we did. Oh, one more thing. Adults can't wear shorts or flip flops in the nicer restaurants. So be sure to bring a pair of long pants. Jeans and sneakers passed their test just fine, dressier if you are so inclined.
4. Zen Garden vs. Ambassador - We stayed at the Zen Garden view, which was significantly less expensive than the Ambassador, almost $200/night less. True that the major pool (especially for 2-3 year olds) and beach are at the Ambassador, but the savings was well worth it. The rooms are the same (try to get a 2nd floor room as we had at the Zen, because they have cathedral ceilings due to the building's design and feel really large. Ambassador and Zen rooms are the same in terms of size and amenities, very large, with a huge bathroom and balcony on which you can enjoy room service. I was apprehensive when I read that there is a shuttle from Zen to Ambassador. Put your mind at ease. They are air conditioned small mini buses, they run constantly (we could not say about anything past 9:00 as the 2 year old doesn't let us out past then LOL). The ride is about 3 minutes long, and they don't wait for a full bus. If you are the only one there, they take you immediately. They are not running on a schedule such as every 15 minutes or something like that, because they just keep going in a circle back and forth between the two locations. In fact the 2 year old enjoyed the bus and kept asking for it. I was envisioning open trams like Disneyland that sat there until it was their time to leave. No such thing.
5. All inclusive means just that. All wine, beer, mixed drinks were included (some we were told are not, I think top shelf perhaps?). Sin Lin had a wine cart with about 15 selections, drink up! And you can eat as many times as you want. We ate very early dinner at 6:00 (that's when the restaurants open) and a couple nights had additional room service out on the balcony after our son went to sleep - all included.
6. Don't worry about the water. Bottled water is EVERYWHERE and included. We ate whatever we wanted, including fruits and salads and no one got even the slightest bit ill, even the baby.
7. Families - This is no Disney resort type place. Probably 75% no kids, 25% with kids but we all felt welcomed and there is a huge end of the pool at the Ambassador by the beach that is about 18 inches deep, perfect for toddlers. It was a perfect blend of family friendly and adult. We really enjoyed meeting other families at the pool.
8. Getting from and back to airport. Thank god the hotel was so fabulous, because after dealing with Cancun airport you'll need a drink and something beautiful to look at! It took us about 3.5 hours to fly from Philadelphia to Cancun. It took nearly 3 hours to get from the plane to the hotel (once on the road the hotel is 35 minutes from airport, absent traffic which we did not experience). Immigration and customs were chaotic with swirling, unmarked lines that Eurotrash kept cutting into. All this is unavoidable. We made the mistake of thinking we'd just get a taxi and take it to the hotel. Doesn't every airport you've ever been to have lines of taxis waiting? Not here. We paid $95 USD inside the airport for a cab. They don't tell you that you have to wait in line for 1/2 hour more for a cab. Every 5-10 minutes a single cab pulled up and took one party to their destination. We waited at least 1/2 hour. Sooooo, to come back to the airport we arranged at the hotel desk for a private minivan to get us back to the airport. They were there promptly at 11:00 a.m. and it only cost us $75. Next time and for all you who are going, my advice is to arrange with the hotel to have a private minivan meet you at the airport and don't take a taxi. That was our major lesson learned. BTW, it was easy to leave the Cancun airport. No real lines, as their security procedures are no where as onerous as ours are in the USA. Keep a few Pesos if you are eating there. You get ripped off if paying in USD. We paid $18 for one food-court Chinese platter since we had no Pesos left.

The best testament I can give is that we want to go back the same week next year. Jan-4-9. perfect weather too with low humidity and a breeze usually in low to mid 80s.

Room Tip: Request a top floor room for the cathedral ceilings they all have owing to the architectural design...
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  • Stayed January 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
North Jersey
Contributor
16 reviews 16 reviews
8 hotel reviews
Reviews in 11 cities Reviews in 11 cities
35 helpful votes 35 helpful votes
5 of 5 stars Reviewed January 10, 2013

Our family went to Grand Velas for the 2nd year in a row. We returned because we had such a wonderful time the first time we were there and because the resort goes out of its way to accommodate those who must eat gluten- free, with the chefs at the varied gourmet restaurants making them delicious meals that fit their diet.

This time, however, the resort was a bit more crowded than our first trip and so we had some glitches at some of the restaurants. We were especially disturbed at the restaurant Lucca. The waiter didn't want to bother the chef and wanted to offer my daughter a plain piece of fish. However, the manager took note and came over and all was well.

The people at Azul, the buffet restaurant were vigilant, and treated my daughter very well. All her meals were individually prepared so that there was no contamination.

I wanted to mention that Aaron, one of the beach waiters, went out of his way to find my daughter a gluten-free meal she could eat on the beach! Bravo to him.

One of the problems we encountered this year vs. last year is that the resort changed wireless internet providers and guests could only use the service per device. At $89 per device for 4 people (some of us had two devices), we felt that was a bit steep, especially for a resort that is so expensive. While the management was willing to discuss the price, we decided that we would only sign up for one device and buy by the hour. Still the hassle took a bit away from the relaxation.

You can see that I rated this property 5 stars, despite some of the difficulties. It is just lovely and I long to go back. The spa is wonderful. I had a message and went with my daughter on the water journey and I would recommend it to anyone. The beach is beautiful, the rooms spotless, the butler concierge takes care of your every whim. For me, that is the definition of the ultimate beach vacation.

  • Stayed January 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GVRM, Director de Relaciones Públicas at Grand Velas Riviera Maya, responded to this review, January 17, 2013
Dear Guest,
We would like to thank you for choosing Grand Velas as your holiday destination.
Our hotel is always open to receive coments or suggestions, as our mission is to exceed the expectations of our guests.
We will forward your comments to Aron. Regarding the internet, we would like to offer you a sincere apology for all the inconvenience caused, we are working in provide you a better internet service.
We would love to host you again, Thank you for your preference
Warm Regards
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Montreal
Senior Reviewer
10 reviews 10 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed January 10, 2013

We spent 4 days in December at Grand Velas after visiting the Blue Diamond and we were in heaven, maybe in part because we were disappointed at the previous resort. We stayed in the Grand Class Adult only section and had a beach front suite with plunge pool. Both the room and the views were absolutely amazing! The resort is extremely large and some rooms and restaurants are very far from the beach - you have to be driven because walking on that road is too dangerous. The Velas has by far the best kept beach in the Riviera Maya (i've seen most of them) - it is extra wide and immaculately clean. The food is really good - not 'all inclusive good', but comparable to 4-5* restaurants in large cities. The experience we had at 'Cocina de Autor' was out of this world. I would go as far as saying that it was one of the top 3 meals my husband and I ever had anywhere (including everywhere in Italy, Paris and New York) and we ARE foodies. It wasn't only incredibly delicious but also inventive and surprising, and all inclusive?!?!?! unreal. The only negative comments about the resort: 1. found it disappointing that they charged 16$ per day for internet access when we paid close to 1000$ per night for our room - if they must, just make the room 16$ more a night and have the internet included so the hotel doesn't look so cheap! 2. as mentioned the daily rate is really high.

Room Tip: Make sure to ask your travel agent or the hotel where the room you are booking is located - some are...
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  • Stayed December 2012, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GVRM, Director de Relaciones Públicas at Grand Velas Riviera Maya, responded to this review, January 18, 2013
Dear Guest,
Thank you for taking the time to share this wonderful comments with other future travelers.
The attentiveness of our service, and the delight of our culinary tour make from your experience with us a memorable one in your life, we will forward your comments to head Chef in Cocina de Autor.
Regarding the internet, we are working in provide a better service.
It has been a pleasure to attend you, we would love to host you in a near future.
Kind regards.
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Toronto, Canada
1 review
18 helpful votes 18 helpful votes
1 of 5 stars Reviewed January 10, 2013

I really wanted this resort to impress me. I wanted to feel like a 5 star guest. I certainly expected to have the 5 star vacation I paid for, but sadly, no, oh no, no, no… Was I expecting too much? I don’t think so. When I pay 5 star prices and the resort has glowing 5 star reviews, including Forbes top 10 ranking and AAA among others, then I expect 5 star quality. GV is not a 5 star resort, at least not while we were there (Dec 30/12 to Jan 6/13). I have the stories to back this up so please read on. Don’t let the good reviews fool you into thinking this is a high-end resort. Maybe it used to be?

First, I would like to mention that my husband and I and two adult children have travelled considerably and have stayed at 5 star resorts and hotels around the world, so we know what 5 star quality is supposed to be. We chose the Zen area which was lovely and quite and we are so glad we didn’t pay thousands more for two suites in the Grand Class adult section since we would feel ripped off even more. Some reviews have suggested the Zen area is not good, but I would say that it is a great choice for the nature lover, very quite jungle atmosphere with very few kids.

The good stuff: #1) the design of the resort and the architecture of the buildings and surroundings are beautiful and verge on outstanding #2) the suites are very large including the spacious bathrooms #3) the landscaping is lush and wonderfully maintained #4) the beach has lovely white sand, its deep, wide and clean (small amounts of seaweed wash ashore that is cleaned daily).

The bad stuff: #1) the inconsistent service ranged from very good (but definitely not excellent) to very poor and neglectful #2) the inconsistent quality of food ranged from excellent to very poor #3) there were problems with our two rooms (including mold) while switching rooms was an exasperating experience #4) we all got sick at this resort.

It is the glaring inconsistencies in service and food that do not make GV a high-end resort. A true 5 star resort would not tolerate poor service from its staff and poor quality of food from its chefs. Furthermore, an abundance of clearly visible mold in the shower grout of our bathroom, mold on the bath mat, and mold in the air conditioner (strong moldy smell circulating in the air) that gave me a headache and sinus problems, would not be tolerated at a 5 star resort, even in the jungle area. While the concierge should have handled switching rooms quickly and professionally, it was not so, to say the least. The front desk switched one room easily, but the second room was a problem. A 5-hour ordeal ensued which included giving us keys to a completely messy room that had not been cleaned at all after the previous guests left. There is more to this story, but I don’t have enough room to write it all. In the end, we moved to suites in the same Zen location that did not have any mold problems. Mold in a 5 star resort suite should not be tolerated. And then we saw the staff give that same room to the next guest…

On getting sick: We have travelled quite a lot and have never been sick on a vacation before, including our many vacations at more than a dozen different islands in the Caribbean and around the world. We took precautions, however, my son got very ill with diarrhea and as a result was unable to scuba dive at all during our trip. He was very disappointed since that is all he wanted to do. I was nauseous for a few days, so was my husband, and my daughter got sick with diarrhea at the end of our vacation. This was not the flu, as I get the flu shot every year and none of us had any aches and pains normally associated with the flu. Don’t think its because we are not used to eating different food. Not the case here, as we have travelled extensively and have never been sick on a vacation before now.

Inconsistent service: Beach service at the Grand Class adult section was poor. Not enough staff and poorly trained. Often had to wait a long time for drink and food orders. Often had to flag down a server to take our order. Sometimes they never returned with our orders. And we were tipping! It didn’t seem to make any difference in service whether you tipped or not. It was poor regardless. We were tipping fairly well since we thought tipping would improve service. Nope. Furthermore, I don’t know how many times we had to ask for cutlery or missing plates or coffee mugs or drink refills at various restaurants. One lunch at Bistro, the service was so bad, that for the FIRST TIME IN MY LIFE I decided not to tip at a restaurant. Then, when I asked for the bill, I was told the computer was down and so we didn’t have to sign this time. Well, that probably explains the terrible service. Since they new they were not going to get tipped, as most guests add it to the room bill, they made no effort to offer any semblance of decent service. On the other hand, sometimes our waiters were very good. It was just so inconsistent.

Inconsistent quality of food: I was looking forward to having great food since the reviews had been very good. Not so. It was hit and miss most of the time. We ate at every restaurant. Sometimes it was good, even excellent, but sometimes it was terrible. Overall, it was a mediocre food experience. Not 5 star quality due to the inconsistencies. I have a pretty well developed palate and there were some issues even at the high-end restaurants. Disappointing.

To summarize: I think this used to be a 5 star resort based on the reviews, but it’s not anymore, certainly it was not our experience. We left feeling that we had been ripped off. I actually could write more about other problems including the New Year’s party, which was not good. I had to convince them we did not have to pay an extra $150 per person for the party since we stayed 7 nights (shouldn't staff know their own policy?) I think this resort could be great, but it's not. For the first time ever in all the many vacations I have taken, I actually wanted to go home early because I was so disappointed. GV is not a 5 star resort!

  • Stayed January 2013, traveled with family
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
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Additional Information about Grand Velas Riviera Maya

Address: Carretera Cancun Tulum Km. 62 | Municipio de Solidaridad, Quintana Roo, Playa del Carmen 77710, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Business Hotel in Playa del Carmen
#7 Spa Hotel in Playa del Carmen
#7 Top resorts Hotel in Playa del Carmen
#9 Luxury Hotel in Playa del Carmen
#9 On the Beach Hotel in Playa del Carmen
#16 Romantic Hotel in Playa del Carmen
#23 Family Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Grand Velas Riviera Maya 5*
Official Description (provided by the hotel):
Opened in 2008, the luxurious All Inclusive Luxury Resort Grand Velas Riviera Maya is one of the newest resorts to distinguish Riviera Maya as a premier vacation destination. The uniquely Mexican world-class hospitality we provide is "Beyond All Inclusive, Beyond All Compare", and we are proud to be the only family-friendly All Inclusive resort in the Mexican Caribbean to have been rated Five Diamonds by the AAA. ... more   less 
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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
Grand Velas Riviera Maya Playa Del Carmen, Mexico

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