The hotel did not deserve the average rating I gave it, but was better than poor - for clarification.
Grand Velas was nice, clean - and the beach and pools were above average as well. The food and service was so bad, however, that we were almost in disbelief. It felt like their game was to make anything included so bad that you would not want to use it. Toward the end of the trip we ate at hotels nearby and there was a significant difference. We knew some people who had a different experience the prior year, but opinions over the holidays were pretty consistent that the place had gone downhill quickly. Somewhat annoying was the way the hotel uses the menu to make you think you were getting value. If you ordered a hamburger at lunch, they pretended it was a $30 hamburger (instead of a $5 one) and then showed how you saved all that money. Pretty cheezy stuff. Our "free and included" dinner was more than $1000 according to the bill. Again way off and far from believable. In the end, we had to fight to get spa treatments taken off our bill that we did not use. They threatened to not let us head to the airport without paying the bill first. It was clear that they have a lot of dissatisfied customers and they use this pressure tactic (of stopping your car to the airport) to gain leverage. There was a whole line of people dealing with the same stuff. Given our experiences, we would be unable to suggest Grand Velas to others. And of course, AMEX took the bogus charges off the bill when we returned home.
- 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