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“Excellent if luxury is what you're after...” 4 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 #10 of 201 Hotels in Playa del Carmen
San Antonio, Texas
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
8 helpful votes 8 helpful votes
“Excellent if luxury is what you're after...”
4 of 5 stars Reviewed July 2, 2013

We stayed here because some good friends of ours were getting married on the beach at the resort. It was actually very quiet - June apparently falls in the slow season in the Riviera Maya area, although there were a couple of B-list celebrities we kept running into at dinner and the karaoke bar. That was interesting.

The resort itself was lovely. The rooms were beautiful, the grounds were very groomed and lush, the pools were gorgeous, and the food was great (we REALLY loved Cocina de Autor. Really.) The service was inconsistent, though. At times, it was overwhelmingly attentive while other times it was frustratingly nonchalant and almost inconsiderate. Getting around the resort was very easy. Regular shuttles ran a circuit through the grounds, but getting around outside the resort was expensive.

All that being said, we didn't love staying here and will not return unless similar nuptial circumstances arise in the future. While luxurious and lovely, it's still incredibly expensive and needlessly extravagant for our tastes. It was hard to feel comfortable in a place like that in a country where minimum wage is roughly $6 USD a DAY, and frankly, the lavishness is wasted on us! Everything was huge and cavernous. Cabanas La Luna on the beach in Tulum was intimate and much more our pace.

In all, if you want to get away to a really luxurious room with excellent food and you're not really looking to venture out much, this place is excellent. It just didn't suit us.

  • Stayed June 2013, traveled with friends
    • 2 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
    • 4 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, Gerente at Grand Velas Riviera Maya, responded to this review, July 10, 2013
Dear guest,

Warm greetings from Grand Velas Riviera Maya! We would like to thank you for your visit on your most recent stay in paradise and for your invaluable comments. We hope to have the opportunity to serve you in your next vacations!!

Best regards,

JESSICA GONZALEZ CASTRO
Subgerente Ejecutivo Grand Class
Grand Class Executive Assistant Manager
Grand Velas Riviera Maya
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1,412 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (392)
Date | Rating
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English first
New York City, New York
1 review
18 helpful votes 18 helpful votes
1 of 5 stars Reviewed July 1, 2013

I was recently at Grand Velas Riviera Maya for a wedding and other than the views of the beach the resort came up short everywhere else. The hotel is quite expensive and the service was horribly slow. They hotel was opperating at 30% occupancy and they still could not accomidate even simple requests. The service is bad, the food is average, and every request was an ordeal. Some servers would not even acknowledge you. Simple requests took 45 minutes to an hour to complete. I had a reservation for 3 at one of their resturants, and made the simple request to add a 4th (the resturant was half full) and they said they couln't make the change. It blew my mind. Money was stolen from me (out of the safe nontheless; which is crazy). I heard of other items being taken from quests as well. I will never go back and I hope no one else does either.

  • Stayed June 2013, traveled with friends
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 18
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GVRM, Gerente at Grand Velas Riviera Maya, responded to this review, July 10, 2013
Dear Guest,

We certainly appreciate your comments, all of them provide us with the opportunity to improve our services. Rest assured that your feedback will be shared to the concerning areas for its consideration. As per the service we are sorry that you had such perspective since we are always trying to provide the best experience,

Hopefully we can host you again in the future and do not hesistate to contact me for further information,

JESSICA GONZALEZ CASTRO
Subgerente Ejecutivo Grand Class
Grand Class Executive Assistant Manager
Grand Velas Riviera Maya
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Driftwood, TX
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed June 29, 2013

My biggest fear about this year's trip to GV was that it would not live up to the experience last year at the Puerto Vallarta location. No worries--it did, and more! GV is simply the BEST. Worth the price. Already saving for next trip. Thank you, GV, for another wonderful vacation.

  • Stayed June 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GVRM, Gerente at Grand Velas Riviera Maya, responded to this review, July 1, 2013
Dear guests,

On behalf of Grand Velas Riviera Maya we would like to thank you for your preference. It is our mission to search for excellence and guest’s satisfaction every day and your comments encourage us to continue with this effort,

Looking forward to have the opportunity to host you soon.

Kindest regards,
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2 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed June 26, 2013

Me and my wife were on our honeymoon and booked this well in advance last September. The reviews of the hotel were an attraction but the hotels website and factual videos etc helped us with our choice.

We didn't choose the honeymoon package and proceeded with the standard Grand Class Suite Package with a Sea View Suite.

Upon arrival we were amazed by the views of the jungle and scenery in general. We arrived at the entrance to our section of the resort and greeted with drinks and a very helpful guy who took charge of our luggage including hand luggage.

We were sat down with one of the concierge members of staff who went through our booking and did the checkin process. We were then led up to our room again not having to worry about our luggage as this was being dealt with. As soon as we arrived at the room a butler was there to greet us and take us through every aspect of the suite and mini bar etc. A few minutes later our luggage arrived and was kindly placed on stands ready for us to open at our leisure.

We were then left to our own business and if we needed anything to contact the various areas via phone (which there was 3 of them in the suite!).

The 10 night stay was out of this world, the guys on front desk every day greeted us as Mr & Mrs, one guy even stood up every time we went past. They asked us daily what we had planned and asked if we needed a booking in any of the restaurants open that day.

The cleanliness was amazing, our room cleaned daily with fresh towels and bed linen if we decided we wanted this changing.

We often ordered room service and this always arrived before the time scale they specified, every time the food was amazing and we even asked on the last day - an hour before checking out for a grilled chicken burger which wasn't on the menu - the chef still did this for us!!

On the first night, we arrived into our room with rose petals in the jacuzzi bath, champagne on ice and also chocolate strawberries presented beautifully on a plate. Needless to say we really enjoyed our first night at the resort.

The staff from the cleaners, the butlers, the beach waiters etc were so so helpful and always professional. Nothing was too much bother and they were always on hand to assist with your every need.

The room contained a TV, mini bar (Changed daily and you can have this customised to your choices!), coffee maker, his n her sinks, bath, plunge pool, iPod / USB, CD audio player, Shower Cubical, Walk in Wardrobe, Iron and Ironing Board, Hairdryer, Mozzi spray, Insect Spray, L and XL dressing gown, Washing bag, Safe Deposit Box, King Size Bed, Sofa, Plunge Pool, Balcony Bed......more than enough for a home from home!

The swimming pool was brilliant, always felt quiet with plenty of sun beds available (and not reserved by people getting up early as this isn't allowed!!). Pool side bar with more cocktails available than I actually know about! As soon as you arrive you are asked where you would like to sit and provided with two towels and fresh water bottles in a bucket of ice. If you want your parasol erecting then they do this for you too!! Nothing is too much trouble and they make you feel like you dont need to do a thing!

When we arrived on the beach for a day enjoying the sand, we again got the same level of service, including again a quiet experience. The sand was white, not too hot and maintained daily by the hotel to ensure a quality experience. There were plenty of activities available if you wanted to experience water sports however we were happy to enjoy the sun and sea from our beds.

The gardens around the beach were those that would make the chelsea flower show look poor, maintained daily by a number of people working hard and sweating buckets to ensure the scenery remained as good as the hotel appearance.

Onto the food, unfortunately the Italian restaurant was closed during our stay for essential maintenance due to the rainfall from the week before we came. However we soon got over this with the quality of food from the other locations available to eat from (Asian, French, Mexican, Spanish & International). We especially enjoyed the French (Piaf) & Bistro as the food was amazing!

If you didn't want to book a place at these locations you could always have room service or visit the family Azul restaurant which again was amazing food and service.

Each meal was the same from a service level, always a smile, always professional and you were made to feel like royalty.

We had water offered to us, appetizers given to us as "Chef Welcome Appetizers" and whatever drinks you wanted were again no trouble at all. I suggested one evening a cocktail with Coconut in and we were brought back a coconut / banana alcohol smoothie that was out of this world! To this day I didn't find out what the barman used and I really wished I had as it was gorgeous!

The choice of items around the location from plant pots, trees, glass, stone. bricks was a credit to whoever designed such a beautiful place.

Whilst waiting for my wife to get ready I often ventured down to the gym to have a workout - again loads of equipment on offer and I really enjoyed being able to use anything I wanted to without having to wait.

If you needed to go to the Zen Class then transport was seconds away as they call for a mini bus to collect you, at your destination again someone is always available to greet you and point you in the right direction.

We enjoyed some of the wildlife on our doorstep (around the ground near the entrance to the Grand Class) - lovely gorgeous birds, Raccoon, Coati & Iguanas! We went on a couple of daily activities on offer at the resort to enjoy more (Ecological Tour & Bike Ride!).

Overall the stay was beyond anything we would have imagined and cant thank the staff enough at this resort for making us feel welcome. We hope to go back one day in the future and stay in one of the jungle suites (Zen Class) and enjoy the scenery down here!

If you are put of by the price then dont be this place is worth it and creates lifetime memories that we thought were only dreams and pictures from a postcard! Go and experience what we did and come back so happy!

A special thanks to Ana, Alejandra, Alan, Ruben, Yana & Jessica - you made our experience feel special!

Pedro in the asian restaurant was a character - funny guy that made us really feel at home!!

Room Tip: Grand Class Suite = Adult Sea View Zen Class Suite = Jungle View Ambassador Suite = Family Sea Vie...
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  • Stayed June 2013, traveled as a couple
    • 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GVRM, Gerente at Grand Velas Riviera Maya, responded to this review, July 12, 2013
Dear Mr. & Mrs. Rudge

Thank you for your beautiful comments about Grand Velas, we are very happy that you had a wonderful stay.

Thank you for taking the time to send your impressions, they will be shared with the staff that made from your stay a memorable one. A better recommendation from you we could not have!

Hopefully we can host you again in a future,

Kind Regards,

JESSICA GONZALEZ CASTRO
Subgerente Ejecutivo Grand Class
Grand Class Executive Assistant Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
wethog
Senior Reviewer
10 reviews 10 reviews
6 hotel reviews
Reviews in 8 cities Reviews in 8 cities
18 helpful votes 18 helpful votes
4 of 5 stars Reviewed June 26, 2013

Great vacation with 8yr old and 11 yr old! Food was good with lots of choices. Highly recommend making reservations before arrival, we had some difficultly getting into some of the better dining. I went expecting typical buffet type dining but that wasn't the case fortunately. Room was very nice, although next time I will save the money and stay in a room without the plunge pool. Plunge pool was useless and not appealing as shown in photos. For a runner and swimmer is was a great choice. There is a nice 5k route with plenty of joggers. The pools were large and great for lap swimming pool was at least 50meters or larger.

  • Stayed March 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 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, Gerente at Grand Velas Riviera Maya, responded to this review, July 1, 2013
Dear Guest,

We are glad to know how incredible your experience was during your first stay with us! Grand Velas Riviera Maya is strongly compromised with the excellence in every single way and your feedback is a proof that we are going on the right direction to fulfill our goal, your entire satisfaction. We would like to thank you for your wonderful comments and truly hope we have the opportunity to host you

Kindest regards
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O.C
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed June 26, 2013

I will just say this!, I've been here now 6 times, 3 at puerto vallarta and 3 at Cancun. The place is amazing and the service is out of this world!!!
Miguel, the wine specialist who you will recognize by him carrying his wine tasting sipper is nothing short of 5 star class person. His knowledge is amazing please ask him for his help of wine choice to see him in action!!!
Ignacio is one of the Hotels Manager and we had a little incident which he solved and I was amazed to see his leadership, skills and class he portrayed. This is a true leader and a blessing to the hotel. I am a Dr with many offices across the US and what I know is true leadership and class and with people like Miguel and Igancio you will always be happy with their leadership!

Room Tip: stay at grand class, but visit the Zen pool as well!
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  • Stayed June 2013, traveled with friends
    • 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
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GVRM, Gerente at Grand Velas Riviera Maya, responded to this review, July 12, 2013
Dear Mrs. Brunelle

We would like to thank you for your visit on your most recent stay in paradise and for your invaluable comments. We hope to have the opportunity to serve you in your next vacations!!

Kind Regards,

JESSICA GONZALEZ CASTRO
Subgerente Ejecutivo Grand Class
Grand Class Executive Assistant Manager
Grand Velas Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Columbus, OH
Senior Contributor
34 reviews 34 reviews
8 hotel reviews
Reviews in 11 cities Reviews in 11 cities
62 helpful votes 62 helpful votes
5 of 5 stars Reviewed June 20, 2013

I have stayed here TWICE (cost me a fortune but worth it). The grounds are amazing, the food and service amazing...Toiletries are Molton Brown products ;0) Restaurants are five star and still unbelievable it is all-inclusive. The buffet was amazing, Piaf was amazing...it was all amazing! I've stayed at the sister resort in Puerto Vallarta and the Riviera Maya hotel was hands down better.
On a side not (and much cheaper note), we stayed at the Beloved Hotel our third trip (30 mins away) and even though I was initially not impressed. It was a decent hotel for the money. ;0)

Room Tip: the shuttle to the Beach front was NOT a big deal at all! Garden rooms were just fine!
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  • Stayed June 2013, traveled as a couple
    • 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GVRM, Gerente at Grand Velas Riviera Maya, responded to this review, June 30, 2013
Dear guest,

Warm greetings from Grand Velas Riviera Maya! We would like to thank you for your visit on your most recent stay in paradise and for your invaluable comments. We hope to have the opportunity to serve you in your next vacations!!

Best regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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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:
#5 Business Hotel in Playa del Carmen
#8 Spa Hotel in Playa del Carmen
#9 Top resorts Hotel in Playa del Carmen
#10 Luxury Hotel in Playa del Carmen
#10 On the Beach Hotel in Playa del Carmen
#16 Romantic Hotel in Playa del Carmen
#22 Family Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Grand Velas Riviera Maya 5*
Number of rooms: 493
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 And Spa Resort, Riviera Maya
Grand Velas All Suites & Spa Resort, Riviera Maya Hotel Playa Del Carmen
Grand Velas Hotel Riviera Maya
Grand Velas Riviera Maya Playa Del Carmen, Mexico

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