Grand Velas Riviera Maya

Our family had a relaxing and wonderful first time experience at Grand Velas Riviera Maya. We were particularly pleased with the concierge services of Daniel, Nora and Jeronimo, who fulfilled our needs and requests so graciously and efficiently and made our stay so relaxing. I loved all the spa services and water ceremony…the facility was so clean and private and the treatments and massages were some of the best I have had in the world. And to top it all off, the food at all the restaurants were top notch…especially at Cocina and Piaf. We will definitely be back !

This was our best all inclusive experience ever. The food was simply first class. The service at all levels including our concierge Daniel, Nora, and Jeronimo, the beach attendants, the waitstaff, bartenders, front desk, bell staff (thank you Miguel and your team) and all the hosts/esses at all the restaurants were jovial, polite, showed great respect, and went out of their way to make sure our stay was incredible. No one ever said “no” to us. Every request was met. I was very impressed by the suite service. The presentation was incredible. The food was on par with some of the high end restaurants. The montecristo french toast needs to be highlighted. We enjoyed many of those throughout our stay. Praises to the chef of suite service. We also had excellent spa service. The water therapy was unique. The attendants who walked us through each sauna, steam bath, and waters were a very nice touch. Never seen elsewhere. My therapist Jane was an ultra professional who made sure every procedure was explained clearly, while the pressure and touch was perfect. Overall, a must return for me and my family!

Beautiful hard product. Food was very good, (though some of it maybe a little too similar even across restaurants.) Azul buffet is outstanding, though. Pools all are well maintained and service exceptional. Our concierge Daniel was great - very helpful throughout our 5 day stay. Beach is pretty, but too rocky for real swimming. Overall an amazing All-Inclusive family-friendly hotel.

I have wanted to stay at Grand Velas for quite some time, and I arrived with high expectations for a truly elevated all-inclusive experience. While the pool facilities and pool service were some of the best I’ve encountered, the overall stay was a significant disappointment. From inconsistent housekeeping to lackluster dining, it simply did not live up to its reputation. The Room (Zen Section) We stayed in the Zen side of the resort. The rooms are large with impressive high ceilings, which gives a great sense of space. However, they feel dated and are not in great shape; the furniture is showing its age and feels tired. On the plus side, the TV is large with a good mix of English and Spanish channels. The mini-bar was well-stocked with water, beer, soda, chips, and candy. Overall, the room was adequate, but certainly nothing special for a resort of this caliber. Housekeeping This was perhaps the most frustrating part of our stay. Housekeeping was incredibly poor—our room wasn't cleaned for 3 out of the 6 days we were there. While it might sound minor to some, when you are on vacation, coming back to a clean room and fresh towels after a day at the beach is a basic expectation. On one occasion, housekeeping didn't come during the day so we specifically requested service before heading to dinner, only to return and find the room still untouched. Turn-down service was also very hit-or-miss. The low point was finding a dead cockroach in our room after housekeeping had cleaned. When we called to have it removed, the concierge handled it, but it was never mentioned again. We were not looking for a discount or anything for free......a simple apology from management would have gone a long way, but it felt like the issue was just swept under the rug. Food & Dining As we were traveling with our children, we did not visit the Michelin-rated Cocina de Autor. However, based on the resort's reputation, I expected the other dining options to be top-tier. Unfortunately, the food was average at best. Frida: This was the biggest disappointment—outright bad and the worst restaurant meal of the trip. Lucca: A very average Italian experience. The pizza was barely edible, though the cannelloni and truffle pasta were tasty. Sen Lin: The standout. The food here was flavorful, unique, and enjoyed by the whole family. Food at the Beach Shows & Room Service: Both were quite poor and very basic. We actually ordered room service one night specifically so we wouldn't have to eat the food at the beach show, only to find it was just as disappointing. Breakfast: There is no a la carte option for families with kids; you are limited to the buffet, which served the exact same items every single day. The Coffee Shop (Ambassador): This was a bright spot with great coffee options and gelato. Comparatively, we found the food at Hyatt Ziva Cancun to be significantly better. If you aren't here specifically for the Michelin restaurant, the dining is no better than any standard all-inclusive. The food at Banyan Tree was significantly better than Grand Velas. The Pools The pools are undoubtedly the highlight of this hotel. Zen Pool: One of the most beautiful pools I’ve ever seen at a hotel. It’s a stunning collection of pools that is quiet, uncrowded, and easy to find chairs at any time. The only trade-off is the jungle setting—you lose the ocean view. Ambassador Pool: Much more high-energy with a great ocean view. It is very crowded; if you want chairs, you need to be there by 7:30 AM to reserve them. Pool Service: Truly outstanding. Staff members walk by every five minutes to see if you need anything. It was some of the best pool service we’ve ever had at a hotel. Reyes, Dario, and Nehemais were absolutely awesome. The Beach The beach is lovely with soft sand and plenty of umbrellas. There is a convenient lunch spot nearby serving quick eats like burgers and chicken fingers—nothing gourmet, but very easy for families. The water is a bit rocky and the barriers (presumably for seaweed/waves) are somewhat unsightly, but the overall experience and service on the sand were great. Concierge & Service Our "personal" concierge added almost no value to our stay. He was poorly responsive to texts, to the point where it was easier to handle tasks ourselves. After he was tasked with removing the cockroach from our room, he seemed to avoid us for the remainder of the trip. Final Verdict Overall, our stay at Grand Velas was greatly disappointing. While the pools and pool service are world-class, they aren't enough to offset the mediocre food and poor housekeeping. Unless your primary goal is to dine at the Michelin-rated restaurant, I would suggest looking at other options like the Rosewood, Banyan Tree, Fairmont, or even the Hyatt Ziva.

Best all inclusive ever! Alexis was great and very attentive to us for our room service. The whole staff is incredible.