Location
Riviera Maya - BeachProperty information
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Resort details
Hotel advisories
General policies & fine print
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer ratings & reviews
TripAdvisor traveler rating
5768 reviews
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Dec 19, 2024Disappointed with the Value for Money and Sales Tactics at Grand Velas Riviera Maya
My wife and I recently stayed at this resort, and while we managed to enjoy our time, the overall experience left us disappointed, especially considering the premium price. Pros: Excellent Staff: The staff were wonderful, as is typical in Mexico. Their professionalism and friendliness were consistent with the exceptional hospitality we’ve experienced in the country. Good Time Overall: Despite our reservations, we were able to relax and make the best of our vacation. Cons: 1. Price vs. Value: Compared to other resorts like Hyatt Ziva and Hyatt Zilara, Grand Velas simply didn’t deliver. It was significantly more expensive, but the facilities, services, and overall experience didn’t justify the high price. 2. Unimpressive Infrastructure: The resort’s infrastructure didn’t meet expectations for a luxury property. For instance, the lobby we stayed in – supposedly the best of the three – felt dull and lifeless, not even Christmas decorations. It lacked personality, welcome drinks, or any kind of ambiance; just stark white walls and an uninspired atmosphere. 3. Uncomfortable Sales Tactics: One particularly negative aspect of our stay was a one-hour presentation we were invited to attend. While they offered us a $300 gift card as compensation, the purpose of the presentation was to push an offer to prepay for future vacation days at Grand Velas to "avoid price increases and inflation." This financial commitment involved hundreds of thousands of dollars, and we were pressured to make a decision during our stay to secure what they called the "best offer." The experience was highly uncomfortable and left us feeling frustrated and disappointed during what was supposed to be a relaxing vacation. 4. Negative Wedding Department Experience: We initially planned to have our wedding at Grand Velas, but after dealing with their wedding department, we decided to go with another venue. The experience was frustrating—staff played games, were dishonest, and failed to provide the transparency and professionalism we expected for such an important event. This was a major disappointment, and we would strongly advise others to consider alternative venues for their weddings. 5. Lack of Character: Compared to Hyatt Ziva and Zilara, which offer vibrant atmospheres and engaging experiences at a much lower cost, Grand Velas felt uninspired and overly subdued. Bottom Line: While Grand Velas Riviera Maya has some positives, its high cost, disappointing infrastructure, uncomfortable sales tactics, and frustrating wedding department experience made it a less-than-satisfactory choice. For better value, livelier settings, and equally excellent service, we recommend Hyatt Ziva or Zilara instead. As for us, we won’t be returning to Grand Velas. Names worth mentioning for excellent service: at the buffet: Angel, David, Erniesto, Antonio, and Nancy. The beach beds service: Mario, David, and Edgar. And room service: Carlos. Thank you very much guys 🙏
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Dec 17, 2024Luxury hotel
The customer service at the hotel is a top notch. Stayed at Ambassador suite. The room was spacious and had great views from the balcony. Food was delicious. Went to the Spa and the experience was unforgettable. Highly recommend this hotel!
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Dec 15, 2024
Incredible experience
Excellent staff at the pool , beach, and restaurants . Especially our concierge Jose was amazing. Food was delicious . Pool was huge and family / kid friendly . Beach was gorgeous and the white sand was easy to walk and play volleyball and other sports
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Dec 15, 2024
Unforgettable Experience
Grand Velas is breath taking, relaxing, and fun. TOP NOTCH service provided by wonderful people. Jose Zavala was the best concierge that I have ever had the pleasure of meeting. On the second day of our trip I got a herniated disc and he helped me get a doctor to my room, had amazing Italian food delivered, and was always checking on me. The employees at Grand Velas is what makes the experience unforgettable. Reuben, waiter at the pool, was SO MUCH FUN! We decided to sit at the pool even when it was cloudy and rainy because we knew Reuben would make us laugh. The grounds are meticulously kept; however, it’s the employees that will have me coming back!
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Dec 15, 2024
Customer service
Customer service throughout the resort was impeccable! From our welcome with Rosario who was very sweet, the entire restaurant staff at Aluve where they remembered our names and order preferences daily, then there was our concierge, Jose Zavala who was the most attentive and Informative during our stay.