Grand Velas Riviera Maya

This was our first family vacation and first all-inclusive! We specifically chose this resort because of its reputation of being family-friendly. This resort went above and beyond for our family. Our concierge Alfonso was amazing! He was so attentive to us. He sent reminders of events and dinner reservations every morning. He was very prompt with his responses as well. He even set up a fun little surprise for our daughter when we got back from an afternoon of swimming (a bluey themed bubble bath with balloons all over!) His service was excellent and he went above and beyond our expectations! The food was incredible! Even the non-specialty Bistro in Grand Class had impressive food that paralleled five star restaurants! Our favorite was Sen Lin! The babysitting service was phenomenal. We didn’t have grandparents traveling with us to help watch our daughter but we felt that our daughter was in safe and capable hands. Naomi was our babysitter. She was communicative and attentive to our daughter. Our daughter immediately felt comfortable with her. She fed our daughter dinner and played with her in the suite. She informed us that she was an au pair in L.A for years which reassured us that she was well trained in childcare! I would certainly use the babysitting service again. The kids club was also super cute with a light up dance floor and the cutest little snack bar! Our daughter was too young to be without a parent or babysitter, so we all enjoyed it together and she had a blast! Overall, we had a wonderful time and hope to come back again some day!

Carolina was the highlight of the team — prompt replies at any hour, appointments booked almost as soon as we asked, and constant clear communication. She arranged a same-morning Bacal massage at SE Spa (incredible — do the Water Ceremony beforehand), got the bike tour team to make an exception so my wife could join, set up a wonderful babysitter (Sofia) for our son, and even had a special surprise ready for him that completely made his day. Alfonso was equally dependable, handling everything from minibar restocks to helping us pack on departure day. Aaron, the guest service manager, went above everything. When I reached out disappointed that I hadn’t known about some restaurant closures during our stay, he personally arranged an upgrade for us and kept checking in throughout the trip to make sure we were getting the highest level of service. That kind of ownership is rare. As vegetarians, dining could have been a challenge, but Noe at the Bistro went above and beyond to accommodate us — coordinating with the head chef so vegetarian options were ready each day, always with a big smile and ready to help. Fernando and Daniela, our waiters, remembered our names from day one and greeted us warmly every morning — it genuinely made our days better. Dinners at Sen Lin, Cocina de Autor, Frida, and Lucca were all excellent, the suite move was seamless, and every small request was handled instantly. We will absolutely be back!

We came on a business trip with our company and I must say it was a wonderful resort, people were so nice and the service outstanding, Lio our concierge always greeting us with a warm good morning coming out of the suite. Thank you all for everything.

What an expérience ! Alfonso Alamila and Carolina Collado, pur butler, give us a perfect service. The hôtel is very nice and good is perfect. We traveled a Iot and it was our best all inclusive expérience. We recommande !

Wonderful experience from start to finish! The entire experience was great, but what really stood out was the staff. Food was great. Everyone was incredibly friendly, welcoming, and genuinely attentive. It felt like they took the time to get to know you as a person rather than treating you like just another guest or another face passing through. From our concierge Alfonso and Braulio who made the stay extra special for our kids (and us!) to everyone at the bistro Lizzette, Jose, Francisco & Adan who quickly made the effort to know us. And Daniela went out of her way to accommodate us and make our Mexican experience feel and taste authentic! That personal touch made the stay feel special and truly enjoyable. I would definitely stay here again!