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“Would highly recommend the Grand Velas Riviera Maya”

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Grand Velas Riviera Maya
Ranked #2 of 209 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
Ridgefield, CT
Level 2 Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
“Would highly recommend the Grand Velas Riviera Maya”
Reviewed April 20, 2013

Just got back from a four day stay at the Grand Velas and it was fabulous. My husband and I plus our two kids (12 and 11) had an amazing experience. We stayed in the Ambassador section and had a lovely room overlooking the pool and the ocean. The resort was relatively quiet until a large corporate group came the last day. The employees catered to our every need, especially the wait staff at the pool. They were incredibly attentive, yet unobtrusive. We ate all of the lunch meals poolside. Going into the vacation I was a bit skeptical about the food at this all-inclusive resort, but my skepticism was quickly quelled. The meals were delicious and the service, again, was exceptional. We enjoyed one of our best meals ever at the Italian restaurant with the 8 course tasting menu. Truly innovative food and beautiful presentation.
The resort grounds are spectacular and well kept. We walked along the beach and passed the Banyan Tree and Fairmont hotels in Myakoba. The beaches at these two resorts were not nearly as wide as the beach at the Grand Velas. The chairs, umbrellas and tables at both resorts looked a little tired. While the Fairmont had rooms directly on the beach, their view was obscured by the lounge chairs occupied by hotel guests on the beach.
Our sole complaint of the Grand Velas is the lack of free Wi fi. When you're paying these rates, the expectation is that this would be included.

  • Stayed April 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank CJMRidgefield_CT
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, April 24, 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, we will be glad to share them with all the members of our staff.
The internet connection is a priority for us to ensure our guests are connected properly while they are on vacation, for that reason the necessary measures are being taken in order to improve the quality of this service.

We really hope to have the opportunity to serve you in your future vacations.

Warmest regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,138 reviews from our community

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Traveler tips help you choose the right room.   Room tips (805)
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English first
Level 5 Contributor
54 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed April 19, 2013

The Grand Velas is not a cheap vacation, but you get what you pay for and this Resort is worth paying more for the experience you receive. The only issue I have with the resort is the Xen resort is a long way from the beach. You have to take a shuttle and it is very hot and humid at the Xen.
The food and restaurants are outstanding and the service is well above average. We stayed at the main pool on the water and it was a perfect location. The rooms were outstanding and the beds, shower and pillows were perfect..the beach was fine and swimming was fun..there are not many events sponsored by the resort, but I think that is by design. Not as much a kid friendly resort as others with that focus. Overall I would strongly recommend Grand Velas..it will be enjoyable.

Room Tip: If you like the ocean do not stay at the Xen location
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  • Stayed April 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Rich B
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, April 24, 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,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
California, United States
Level 4 Contributor
44 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed April 19, 2013

Just returned from fabulous Gran Velas. It's a very large secluded resort. The service was outstanding. The employees go above and beyond to accomodate you. We stayed at the Zen. The room was beautiful. If you are looking to relax, enjoy the beach, explore all the Yucatan Peninsula has to offer, this is the place for you. No spanish required!

  • Stayed April 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank FuninMexico50
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, April 24, 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 with you!

We hope to have the opportunity to host you again.

Best regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cancun, Mexico
Level 6 Contributor
78 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 90 helpful votes
Reviewed April 19, 2013

We decided to take the kids for a quick trip to this hotel and were kinda dissatisfied from the moment we arrived. They (travel agent, not the hotel) I guess made an error in our room booking, although the confirmation said 2 rooms, one room with king bed and one room 2 queen beds. When we arrived and checked in we had two rooms, but both with double beds. When we finally got to our room it was one and a half hours later. The service at the hotel was not as good as expected when you pay almost 1000usd per night, honestly I was expecting more. Oscar in the karaoke bar really upset my wife as he told her that my kids could not be in there, but did it with an attitude and a way that was more for a bar in a barrio rather a five star hotel, he also said he was in charge and the manager, when he had no title or position at all, meaning he was a liar.
The hotel itself is beautiful and the beach and pool are are spectacular, rooms are nice and big, but you also pay big bucks to be there so at least the service should o with the rest of the hotel.

Room Tip: Pay the extra for beach front
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  • Stayed March 2013, traveled with family
    • Value
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    • Sleep Quality
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Helpful?
1 Thank wiljor
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 17, 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,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level 4 Contributor
9 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed April 18, 2013 via mobile

Stayed at this beautiful resort for my 41st birthday and I have to say it was the best birthday present ever. From the moment our private transfer picked us up at the airport it was total excitement. The check in was short n easy and everyone was so friendly. When we were escorted to our suite by Fernando he was assuring us if we needed anything he was just a phone call away. Our suite was beautiful and huge over looking the beautifully raked white sand and blue sea. Everything was just perfect. We enjoyed a couples massage that I believe was called mind body & soul. It was the best massage we ever had. I totally recommend this resort and will return hopefully for another birthday

  • Stayed June 2012
    • Value
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Helpful?
Thank luvlylisa71
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 24, 2013
Dear Guest,

Warm Greetings from the sunny Riviera Maya. We feel very honored that you chose us as your destination to celebrate such an important occasion as your birthday 41.
We are very happy to receive this type of reviews because it let us know that we are getting closer to excellence!

We hope to have the opportunity to serve you in future celebrations.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Lexington, North Carolina
Level 6 Contributor
114 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
Reviewed April 17, 2013

Just returned from Grand Velas on Monday evening. We were there for a corporate trip, therefore almost all the guests at the resort were part of our group.We stayed in Ambassador #4022, it's an end room on the top floor overlooking the pools and ocean with two king size beds and a huge bathroom. So quiet and relaxing. The staff is friendly and helpful. They kept our coffee/refreshment center full and our bathroom with plenty of towels. There was only one little issue with our suite: one of the large floors tiles in the huge shower was laid improperly during construction, it was tilted away from the drain and toward the shower door, therefore water would flow under the shower door into the bathroom floor. The first day we laid towels in the floor, the staff noticed and put down extra rolled bathmats in front of the shower door twice a day to catch the water. We did not eat at all the restaurants due to evening Corporate events. We ate at Azul, the oceanfront restaurant, we enjoyed the buffet for breakfast and lunch. Breakfast offered lots of fresh fruit and yogurt plus an omelet station, bacon/sausage links, waffles/pancakes/french toast, a potato offering, traditional black beans and such, cheese/cold cuts, lots of pastry/bread choices, and so many juice choices. Lunch offerings were also a good variety. We ate at Bistro for lunch, it was very good, took quite a while, but who is in a rush sitting in an open air pool side restaurant along the beach in Mexico? We ate at Lucca for dinner our one free night, wonderful service and delicious food. We are early risers so we never had an issue getting a lounger by the pool or at the beach. Most people were not up and moving until about 11 or 12 noon, we were generally by the pool at 9am and leaving around 11 or 12 for lunch or our activity. We enjoyed our stay at Grand Velas and would recommend it to others.

Room Tip: Ambassador and Ambiance is oceanfront. Zen is in the Jungle, but others in our group loved it there...
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  • Stayed April 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank HarmonS
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, April 22, 2013
Dear guest,

We would like thank you for choosing us as your destination on your most recent business trip. 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 with the ones that we have succeeded in. 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!

Looking forward to have the opportunity to serve you the future.


Sunny regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Pauls Valley, Oklahoma
Level 3 Contributor
8 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed April 17, 2013

GVRM is outstanding in so many ways! This was our third visit. Each time we have come on an incentive trip provided by my husband's company. My husband, daughter, and I love GVRM so much that this trip we extended our stay by two days, paid for out of our own pocket. We intend to keep coming back. Yes, it is expensive, but worth it!

THE PROS- The rooms and all hotel facilities are GORGEOUS.
The beach is beautiful and clean. Yes, there are a few rocks, but there are plenty of areas of clear soft sand to walk way out into the water without water shoes.
The service is (almost always- see below) above and beyond (we like to tip- the staff work very hard, and we like to show our appreciation for it).
The food is simply exceptional. Frida and Sen Lin are our favorites.
Everyone speaks English. While we keep telling ourselves we need to learn Spanish (we are embarrased we haven't), it is not necessary.
It is very safe. We were comfortable allowing our ten-year-old daughter to leave us at the beach and go swim in the nearby pool for a while. We also felt completely safe getting in the water with our iPads, Kindles, and iPhones in our beach bags on the shore. In fact, one trip we actually left our stuff on the beach while we went out to a reef on one of the catamarans. We returned hours later to find our stuff unmolested. (:

THE CONS- IMO, this really is a five star property. However, there were a few glitches this trip that made the stay less enjoyable than the last two times. This trip was during the last week of March, the other two times we have come in July. We find we actually prefer the off-season. The resort was full, and while I believe the staff handled full capacity well, we had a better experience in July when there were less people.
Azul got very crowded around lunch time. If you wanted to sit inside (we were happy on the outside level), you had to wait for a table. They ran out of towels at the pool one afternoon (we had towels), and there were no hand towels to dry your hands in the pool bathroom a couple of times.
We are beach people and never had a problem finding chairs; but if you are a late sleeper and want to come down to the pool around 10:00A.M. and get a chair, you're going to have a problem.
Also, we like to snorkel. In July it is less windy; we were able to snorkel right off the beach every day. This March, the wind made the water too choppy for good snorkelling off the beach.

We experienced the only poor service we have had in three trips to GVRM when we went to the Zen area pool one day. The pool area was not full, but all of the (I think three) waiters were only paying attention to one guest and ignoring everyone else. We were there for ten minutes before anyone even offered us towels, and had to flag waiters down to get drinks. Yet the guest sitting across the pool from us was receiving attention from ALL the staff who were checking on him every two to three minutes. We surmised this guest must have been some kind of VIP, but ignoring any guests in favor of others is a real turn-off. This was an isolated incident as service everywhere else the rest of the week was outstanding.

We also discovered an error in our bill after we got home. We had an early flight and had to leave the hotel at 7:00A.M. I was not alert enough to realize until later that we had been charged the full room rate for not only the two nights we were there on our own dollar, but four. With the help of the travel agency used by the company, this was corrected and our credit card was credited back the extra two nights. My point- CHECK YOUR BILL! Mistakes can be made. (;

TIPS- Send an email ahead of time requesting a fourth floor room. The vaulted ceilings are amazing, and the views spectacular.
Book your restaurant reservations in advance. You can easily do this on the hotel website.
If your kids do not enjoy long meals with several courses, order room service for them early and then take them to the kid's club! Our ten-year-old daughter loves the fine dining experience and cannot wait to be old enough to try Piaf and Bistro. (:
Use Tripadvisor to find excursions. While I think GVRM is hands-down the best family all-inclusive in the area, you can find better companies for excursions if you book them yourself. Edventure tours is amazing!

Some of the bad reviews I have read on TA about GVRM astound me. Before this last trip, I actually read some of them out-loud to my family on the way to the airport, and we all cracked up! (: My daughter's repsonse, "Those people are crazy!" In all seriousness, I believe some people may have had problems with planning large events or the like, but some of the stuff... I think people must've stayed at a different hotel and gotten confused! Either that or all their previous trips had been to like...The Burj Al Arab in Dubai?!

My family and I LOVE GVRM. We consider it our "home away from home" in paradise and plan to return for many years. If you've got the $$ to spend and are looking for the ultimate, family-friendly all-inclusive in the Cancun area, GVRM is it!

  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank rhendrix64
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, April 19, 2013
Dear guest,
On behalf of Grand Velas Riviera Maya we would like to thank ypu for your last stay.
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.
We truly hope to have you with us on your next vacations!!

Kind 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

Property: Grand Velas Riviera Maya
Address: Carretera Cancun Tulum Km. 62 | Riviera Maya, 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:
#1 Green Hotel in Playa del Carmen
#2 On the Beach Hotel in Playa del Carmen
#2 Luxury Hotel in Playa del Carmen
#2 Top resorts Hotel in Playa del Carmen
#2 Spa Hotel in Playa del Carmen
#17 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*
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 & 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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