Grand Velas Riviera Maya

We have just returned from a 10 day stay at this stunning hotel. We have stayed in some beautiful resorts across the world but this one really is something else and would easily be one of the best we have ever stayed at. The service we received across the resort was exceptional. Massive thanks to our personal concierge team - Jeronimo, Braulio & Alfonso - they couldn’t have done enough for us during our stay & they really did make our trip incredibly special & hassle free. The views are stunning, there is a wide variety of restaurants and different cuisines. The night life was fantastic, especially for kids. There was a Disney theme one night, fire shows, Mexican themed nights - it really had it all. If you are into fitness there are numerous activities during the week, we done the boot camp on the beach which was fab, sunrise yoga was also beautiful, aqua aerobics in the pool & there is a bike ride in the mornings too. We traveled with our 10 month old baby and it really was a perfect resort for him, the room was filled with all baby amenities including a bottle steriliser & baby bath, there is even a baby food menu! They organised a bubble bath for our boy too which was a lovely touch. Can’t recommend it enough for families / young kids. There is so much to do you will not be bored, we also organised to swim with dolphins which was brilliant & also a trip to Chichen Itza - a must do when in Mexico & when you fly the whole way from Ireland! ;) Highly recommend this resort - don’t think twice. Just book & enjoy :) The coconut margaritas are worth it! ;)

I have never written a review for anything in my life, so I hope this gives you comfort in knowing this is genuine and sincere. I have been going to Grand Velas for the past 17 years. I have been lucky enough to see and experience some of the most beautiful and luxurious places in the world, and while Grand Velas is no exception, nothing has compared. That's why we keep coming back. It is simply the people and culture they have cultivated there that yield an indescribable product. That overarching sense of peace and pure vacation is truly felt most here. From the amazing food, which removes a major stress factor, to the clean beach, endless variety, and the all-inclusive factor, it creates an overwhelming sense of pure autonomy and complete lack of friction. No isn't an answer because they were told never to say no, but because the person you are speaking to genuinely wants to care for you and enjoy the place they take pride in contributing to. Antonio at the front entrance is a legend. He helped us on our very first trip there. I was 5 years old. We just took a selfie at the same spot 2 months ago :). Felix, in the breakfast and lunch spot, is always smiling, super funny, and is just a tremendous waiter. He gives my whole family a hug when he sees us. Adrian, on the concierge team, is pure class; personable, funny, and kind. These adjectives can describe every single person there. These are just some of the people I have been lucky to know, and I hope you get to know them too.

Great stay with standout service — but concierge/transfer policy needs fixing We just returned from a stay at Grand Velas Riviera Maya and overall had a really strong experience. I’d rate it 4 stars — it was close to a 5, but one issue at the end of the trip genuinely detracted from what was otherwise a great vacation. First, the positives. This is a beautiful property and a very easy place to enjoy as a family. We were there celebrating our son’s birthday, and the resort delivered — great food, great service, and a relaxed, high-quality atmosphere throughout. A few people really stood out: • At Chaka: Madriel, Armando, Daniel, and Jessica — all excellent, attentive, and made the meals feel special • Yasmin at Azul Beach Club — fantastic energy and service • Daniel at Azul Club — consistently helpful and professional • Raul (our concierge) — very good overall and responsive throughout the stay. Made our kids room special with balloons, a bubble bath and stuffed animals. We also had an outstanding surf-and-turf dinner at the Bistro (unfortunately blanking on the server’s name), but it was one of the best meals of the trip. Now the issue — and it’s not a small one. Our return flight was significantly delayed, and we asked the concierge desk to push our airport transfer by a few hours. This was a private transfer that we paid roughly $210 for. We were told flatly that it was not possible and that changes require 24 hours notice. That made no sense. The driver who took us to the airport told us directly that other hotels regularly adjust transfer times on short notice. So either the policy is unnecessarily rigid, or the concierge simply didn’t try to help. Either way, the experience with Zuli at the zen concierge desk was disappointing. The response was essentially “nothing we can do,” with no attempt to problem-solve or advocate for us. For a resort at this price point, that’s not acceptable — especially when it’s a situation driven by airline delays, not guest indecision. It left a bad final impression, which is why this isn’t a 5-star review. That said, everything else about the stay was excellent. Food quality, service at the restaurants and beach, and overall experience were all top tier. Fix the transfer/concierge flexibility and this would easily be a 5-star resort.

The Grand Velas was amazing! The resort itself is beautiful with so many fun things to do. The food all over the resort is amazing, although Lucca is the best. Jessica was my concierge and she was incredible! She was always around and able to answer all my questions. I would love to go back and have Jessica again.

We recently stayed at Grand Velas Riviera Maya and had a mixed experience overall. The standout of the trip was absolutely the service. Every staff member we interacted with went above and beyond—consistently friendly, attentive, and proactive. A special mention to our concierge, Jorge, who was truly exceptional. He went far above and beyond throughout our stay—anticipating needs, helping coordinate babysitters, taxis, and making everything feel seamless. The food was generally very good, especially at the adults-only restaurants (Cocina de Autor and Piaf). There were a few misses here and there, but overall the quality and presentation were impressive, especially considering it’s an all-inclusive. One note is that the buffets were smaller than what we’ve experienced at other high-end all-inclusive resorts, so expectations there should be adjusted slightly. The biggest disappointment—and unfortunately what overshadowed much of the trip—was the pool temperature. Despite sunny weather in the low 80s every day, the pool was simply too cold to comfortably swim in. A handful of kids tolerated it briefly, but most guests avoided it altogether. That said, everyone still spent the day at the pool, and chairs were claimed early each morning, so it’s clearly a central part of the resort experience. Given the price point, we expected the pool to be heated to a level that made it enjoyable, not just something to sit beside. It’s a shame because everything else about the property—from the service to the overall ambiance—was impressive. If the pool temperature had been addressed, this would have been a top-tier experience. Overall, a beautiful resort with exceptional service, but the pool situation is something future guests should be aware of