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“Grand is an understatement” 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 #8 of 200 Hotels in Playa del Carmen
Toronto
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
5 helpful votes 5 helpful votes
“Grand is an understatement”
5 of 5 stars Reviewed July 28, 2013

Wow! I was always leery of "All Inclusives" but Grand Velas is in a category of its own. It's an "Inclusive" 5 star resort. We went down for a long week-end of R&R and were blown away. It's hard to believe the rooms until you actually set foot in them, and the view of the ocean and beach is just incredible. And what a beach! We walked every morning and couldn't believe how little beach the nearby resorts had. It was like going from a little dirt track to an 8 lane expressway of pure white sand at Grand Velas.

We consider ourselves foodies and again the hotel surpassed our expectations. When the sun sets and the beach goes dark, you could be in Paris or Madrid, enjoying gourmet dining at the best restaurant in the city! We got to know the sommelier - Miguel - quite well. Not because we ordered wine's from the a la carte menu, but because he was always able to recommend a great wine from the included wines (15 different kinds by the bottle!) to match our meal. We ate at Piaff, which brought back memories of our trip to Paris (and Chef Michel's apple tart - "My mother's recipe ... with a little more butter and a little more sugar" is worth the trip!) and our one dinner at Cocina was mouthwatering. And you have to try room service breakfast on your terrace, with a mimosa - or two - to start your day. Ultimately, it was the service that cemented it for us. The staff were all so nice and accommodating, we really lacked for nothing. We're already planning our next trip back in the winter - and we can't wait!

Room Tip: Grand Class rooms are amazing - they're worth the extra! And ask for the top floor.
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  • Stayed May 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 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, August 1, 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!! Thank you for your comments about Miguel, they will be shared with him.
We are very happy to know that you enjoyed the variety of our Wines and Restaurants.

Hopefully we can host you again in the future,

Best regards,
JESSICA GONZALEZ CASTRO
Subgerente Ejecutivo Grand Class
Grand Class Executive Assistant Manager
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1,688 reviews from our community

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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
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (476)
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English first
Hillerod, Denmark
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed July 28, 2013

We stayed at the Ambassador suites (2 couples) for 1 week and we were really surprised by the service level of this resort. All staff extremely polite and helpful and at the pool (adult part) we were spoiled with service we had never seen before. Every 15 minutes were offered drinks, water, food, fruit and the staff was extremely nice. Food at the 5 restaurants we tried were in general fantastic, and the wines were fine too. Rooms are very spacy, maybe not the most charming with the rustic style, but bathrooms are perfect and the terrace also perfect. We will recommend this resort to both adult couples and families with kids - looked like the kids were as spoiled as we were.

  • Stayed July 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
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, August 1, 2013
Dear Guest

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.

JESSICA GONZALEZ CASTRO
Subgerente Ejecutivo Grand Class
Grand Class Executive Assistant Manager
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New York City, New York
1 review
11 helpful votes 11 helpful votes
2 of 5 stars Reviewed July 25, 2013

We had very high hopes for the Grand Velas. We are a family group of 18 that decided to upgrade from our usual Club Med trip. It was President's weekend so we made our dinner reservations in advance. In a group as big as ours, there were dietary restrictions that we had vetted long before our arrival. When we got to the restaurant (by van), they had changed the usual menu to a theme menu. The food was very un-child friendly. We eventually went to the breakfast buffet and ate pasta with jarred sauce. (PS...long pants, closed shoes and collared shirts for men or you will be sent back to your room). There was absolutely NO activities for the children! We tipped and tipped but to no avail. There was just not enough staff to accommodate all the guests. In the end there was a discrepancy with our bill. They over charged us $5000. We argued and showed proof of their mistake but they were unmoved. I wish I could recommend this resort, but I cannot.

Room Tip: with kids, the rooms out to the pool are very convenient
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  • Stayed February 2013, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GVRM, Director General at Grand Velas Riviera Maya, responded to this review, July 27, 2013
Dear Guest

Thank you for taking the time in expressing your experiences of your visit with us last February. As you are aware, Grand Velas offers a quite extensive array of dining options for our valued guests. Our goal is not only to provide you variety, but a selection of the highest quality. During Presidents Weekend we strived to include even more quality to your experience in hosting The Festival of Venice in our Italian restaurant. The renowned Chef Celeste from Venice provided all of our guests the opportunity to savor his unique creations. Since the time of your reservation with us we had introduced this upgraded event resulting in your surprise. For that we apologize but we had strived to accommodate all your dietary needs during your entire stay. As for the difference in total cost I am pleased that my reservation officer was able to clarify to you as to why the bill was more than you had expected. But effectively you were inviting and sponsoring a total of 21 persons and not 18. It is important to note that our resort acts professionally and responsibly in question of our accounts. That client confidence is just one of the many reasons for our large and loyal client base. Again, thank you for your review and we look forward to hosting your family again in the near future.



FERNANDO GARCIA ROSSETTE
Director General / Managing Director
Grand Velas Resorts
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Stevens, Pennsylvania
Reviewer
3 reviews 3 reviews
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed July 25, 2013

This was our first vacation to Mexico & we were extremely impressed upon our arrival to the resort. We had a beautiful room in the Zen area of the resort & everyone was friendly & accommodating. My husband became ill on the third day & unfortunately was in bed & out of commission for that day. Unfortunately, we notified our concierge, Jesus, but did not put the 'do not disturb' sign on the door & several different staff members were in & out of the room (housekeeping & the concierge) thruout the day. it may be an all inclusive resort, but if you do not tip the staff for everything, you will be ignored. Forgetting to take money with us when we left my husband to rest, my son returned to the room for $ & the safe was not relocked. Money was stolen from both mine & my husband's wallet. Shame on us for being careless, however my husband was present in the room when this theft took place. We reported it to Jesus Duarte (our concierge), but we are disappointed to say that no follow up report was given to us, nor did a supervisor contact us. It was a costly learning experience for us, but taking advantage of someone who is ill & present in the room is the ultimate violation of basic decency.

Be careful of the $50 spa "credit" they give you. It cannot be used on any service-only the $200 & higher services.

To end on a positive note, the food was fabulous & the waiters in the various restaurants were excellent! Would not recommend Piaf- (my scallops were raw), but Frida, Sen Lin, Cocina, & Bistro exceeded all expectations in every way!

  • Stayed July 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
    • 4 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GVRM, Director General at Grand Velas Riviera Maya, responded to this review, July 27, 2013
Dear Guest

Good morning and I hope that your special anniversary was celebrated to the fullest. I am pleased that we were able to exceed your expectations in many aspects. It is disheartening though, to hear of your comment concerning the disappearance of $200 usd from your safety deposit box. Please understand that for this resort it is imperative to resolve a case such as this however extraordinary the circumstances. The cooperation of the guest is vital in helping us by filing an official report with us which you chose not to do. I can only generally say in this open forum that the employees mentioned by you have an admirable record with us and would be welcomed in the employ of any high-end hotel based on their histories. As it is your first trip to Mexico it is important that your perception of this country and its people be a positive one, as you will find many more opportunities to enjoy the land and the culture that millions of tourists worldwide have come to know and appreciate. Thank you for your contribution to TripAdvisor and we welcome you back to Grand Velas in the future.



FERNANDO GARCIA ROSSETTE
Director General / Managing Director
Grand Velas Resorts
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Brentwood, United Kingdom
Senior Reviewer
10 reviews 10 reviews
6 hotel reviews
Reviews in 3 cities Reviews in 3 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed July 24, 2013

This was our second visit to Grand Velas and will not be our last! Everyone here are incredible at making your stay memorable ! The Hotel and Spa is amazing, what we love is that the hotel continues to evolve. This year we see a new and improved kids club, a Teens Club that any adult would love to hang out in. Zip lines, Rock climbing and bungy cords. The food is incredible, so many options. Thank you to Rodrigo and the beach and pool staff for making us feel so special the attention to detail is incredible, keep up the good work and see you next year !

Room Tip: Ambassador 3rd floor is best with kids. Zen has too many insects for me !
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  • Stayed July 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 2
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 24, 2013
Dear Guest

Warm Greetings from the Grand Velas Riviera Maya. We feel very honored that you chose us again as your holiday destination.

We are very happy to receive this type of reviews because it let us know that we are getting closer to excellence. This year we tried to have more activities for kids we are very happy that your family had a great time.

Hopefully we can see you on your next vacations.

JESSICA GONZALEZ CASTRO
Subgerente Ejecutivo Grand Class
Grand Class Executive Assistant Manager
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2 reviews
Reviews in 2 cities Reviews in 2 cities
9 helpful votes 9 helpful votes
3 of 5 stars Reviewed July 22, 2013

After the waiters at the buffet discovered that we were not big tippers they stopped coming to our table. So much for all inclusive. :)

We sat at the pool for over an hour before someone came to take our order. After we ordered and gave a $5.00 tip, the man never came back. So much for all inclusive. :)

Our top of the line room was spacious and clean. The food and service at the Italian restaurant was only average, but the food at the Japanese restaurant was outstanding.

We brought our grandkids (2 and 5) this time and the facilities for kids were average. If it were just the two of us I would go to Secrets Maroma every time without a doubt over Grand Velas.

Room Tip: Get a room on the highest level as they have vaulted ceilings and the room feels more spacious.
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  • Stayed February 2013, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 4
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 24, 2013
Dear Guest,

Your constructive comments are truly invaluable since it helps us to detect the points of our service that need to be enhanced and to keep up .
Thank you for taking the time to send your impressions, and we are truly sorry if someone made you feel uncomfortable,
We are suprised about your comment for the kids activities, this year we´ve had alot of good comments about all of the new activities for kids.

Hopefully we can see you 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.
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed July 21, 2013

Ill keep this short, Helia Corona (wedding and events coordinator) made our day, and 10 day trip so special. We had a destination wedding and headed to the Grand Velas flying blind from never staying there, and our whole wedding was planned through emails back and forth with Helia.

We showed up with our 37 guest and she greeted us with her smile and gave us A complete play by play of our rehearsal details as well as the big day details.

Weather was an issue with the random rainstorms and we originally planned on reception being outside at the Zen Pool. Morning of the wedding she got in touch and have us all of our options of what we could do in case of rain. There were options to stay "As is" and gamble the weather ( she explained in case of large rain DJ would pack up and reception would be cut short). There was an option to pay for a secondary set up indoors but keep outside reception and see how it goes. (This entailed entire banquet room being set up for a reception in case it rains outside there will be a minimal delay in reception because its already to go). Third option was to just move it inside and play it safe and not have to worry about a thing.

We chose to keep wedding on beach no matter what and move reception inside.

It was 11am day of the wedding which started at 5pm and we told her to change everything we have spoken of for the past few months. Helia assured me her team would make it as beautiful inside as we had planned the outdoor reception. She performed like no other.

Other than center pieces we bought we had no idea what lighting would be there, tables, set up at all!!! It was so beautiful, elegant, and special. To make it even better, 2 hours into reception it started pouring.

Helia Corona, the banquet center manager, bartender "Tom Cruz", and all the staff we came across at the hotel were unbelievable. I wouldn't have done it any different and would recommend this hotel for a wedding, vacation, or just to feel like royalty when you need it. (Wrote this from my phone so sorry for typos ha ha)

  • Stayed July 2013
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member 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 ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Spa Hotel in Playa del Carmen
#6 Business Hotel in Playa del Carmen
#7 Top resorts Hotel in Playa del Carmen
#8 On the Beach Hotel in Playa del Carmen
#8 Luxury 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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