Grand Velas Riviera Maya - All Inclusive

The Grand Velas Riviera Maya is a luxurious and family friendly resort. We were there for 6 days with our 20 month old daughter and can honestly say that this resort thought of everything. There was babysitting for our daughter so we could go visit the incredible restaurants and when we did bring her with us to dinner, the staff was so friendly and engaging with her. Our personal concierge representatives Braulio and Jeronimo were so helpful and friendly. They helped us making changes to our reservation, brought our little one stuffed animals and pool toys that she used the whole trip and generally were engaging and available to help with whatever we needed. The rooms, restaurants, beach and pool areas all felt very high end and the staff all over the property were so pleasant and thoughtful. Overall, we left thinking that we need to come back and we will likely be visiting this resort every few years!

What a beautiful resort with excellent customer service. Having Dariana as our concierge made everything easy as well. The food and drinks were also delicious. We highly recommend anyone stay at Grand Velas Riviera Maya if visiting Playa Del Carmen!

Came for a work trip for modeliste and absolutely love my experience since it's my first time in Cancun my experience and expectations were amazing! Would love to mention Luis! Our concierge who was so helpful and fun and joy to see and I love how he send updates of activities and always reminding us what and where we will go for dinner and Jessica Alo as our concierge during the afternoon she was very accommodating to assist us. When I went to the spa Sim was masseuse and she is my favorite person during the trip because my time at the spa was amazing and she really listened to all my requests when I asked to turn off lights and change music. Gabriel had been serving my room service and so nice to talk when they serve my food he would ask how my day was and even suggested foods to try. Also Lindsey who was at front desk who checked me out was nice and the service was fast. Thank you to Sir alex our driver to the airport who was friendly and drove us safely to the airport. I can't wait to be back. The restaurant Chaka was perfect and so much food offered to different diet which o like. Thank you all so much and can't wait to be back.

Absokutely amazing. From the moment we entered the hotel absolutely everything was taken care of, the attention to detail, the kindness, the friendliness of all the staff & especially our concierge Braulio and Jeronimo. Clean, relaxing, welcoming, just absolutely paradise!

Wow amazing ! Braulio and Jeronimo were fantastic. Went above and beyond. Everything was spectacular

Everything here at Grand Velas is fantastic. Our Concierge Alejandro and Ricardo are amazing. They answered our questions very promptly, and also provided what we need for everyday schedule. Rooms super clean and nice. House cleaners cleaned room at least twice per day which made our room so fresh. There are many restaurants you can choose for satisfying your belly. Food is wonderful no matter buffet or Michelin Stars restaurant. You always can find your favorite food. Many varieties of amenities, pools, beaches, spa, gym and kids/teen club etc, all with great memories. If you want to have an unforgettable vacation, Grand Velas won’t let you regret for sure. I wish soon I can be back to enjoy everything here again :)

I’m a recurrent world traveler. And I can say with base that this is the best hotel I’ve ever stayed. The 80% of the reason my stay was so good was because of Luis, Jessica and Paolo. They are basically the angels and soul of the hotel. Extremely respectful, loyal, educated, and most loving human beings. Can’t wait to go back to experience the extremely beautiful amenities, this is the definition of paradise. I know this sounds like I’m just selling the property but it’s really my favorite place. And again, Luis, Jessica and Paolo are just part of the magical experience

The following issues impacted our stay: Fellow 12 yrs and times coming twice a yr will no no longer be coming back. - Pre-Arrival Communication: I experienced significant difficulty securing dining reservations and car services. Despite multiple inquiries, I never received the requested itinerary, including our reservation for Cocina de Autor. We where there 5 and no availability Due to 2 large Corporate groups in house. - Pool Service: The Ambassador section lacked organization. On several occasions, seating appeared to be withheld for tips. A pool attendant explicitly informed me that seats were unavailable until a gratuity was offered, at which point "reserved" seating was suddenly made available. This practice is unacceptable for an all-inclusive luxury establishment. - Accommodations: My requested rollaway bed was not present upon arrival. Throughout our stay, we were consistently undersupplied with towels, Nespresso pods, and water, and amenities despite multiple requests. - Concierge Services: I am particularly disappointed in the service provided by Raul. For my son’s 6th birthday, we were asked to vacate our room for 3-4 hrs and a surprise that resulted only in a small slice of cake. Raul later cited his responsibilities with a large group as the reason for the oversight. Furthermore, the concierge failed to assist with spa requests, requiring my wife to handle the appointments herself. which was accomplished in minutes as we where told no availability. Also Spa has felt way beyond short as some new standards have been implemented as rushed and not a true authentic service. not like in the past. - Management and Recovery: Although I requested to speak with the General Manager multiple times, I only met with Orion Ruiz Asst Guest Concierge Manager. While he promised to escalate my concerns, I received no further follow-up. The subsequent recovery efforts, such as a late-night charcuterie board and a generic note, felt impersonal and poorly timed. Who wants to eat a charcuterie plate @ 9pm in the night just getting back from dinner!! - Housekeeping and Spa: Turn-down service was poorly coordinated, interfering with our dinner preparations. Additionally, my spa treatment felt rushed and did not meet the quality of previous visits. No extra towels on refill rooms not truly tidy only beds made. As a Culinary Director in the luxury hotel industry, I understand the pressures of high occupancy; however, the prioritization of large groups over long-term loyal guests is inexcusable. This stay was unprofessional and lacked the quality I expect from Grand Velas Riviera Maya.

took our family 8 of us for super bowl weekend . concierge were amazing; pool staff is top tier; took care of the adults and the grandkids 3 and 7. lots of activities for kids outside didn't even need to go to kids club . pool was perfect for kids and adults . adults only pool is right next to it. rooftop bar and kareoke bar were great. food and drinks are excellent, rooms were very well done; clean and well stocked. my son forgot his hair product and the concierge had him a new one by 11 am next day. we also had a room mixup which got resolved right away. highly recommend it. the beach was very nice and plenty of chairs . hope to try another of their properties.