Grand Velas Riviera Maya - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

6356 reviews

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  A 3 star resort today, used to be a 5 star

  This was a return trip as 3 years ago the place was amazing. So our family of 15 decided to return. I realize and totally understand it is difficult to seat 15 people together. My travel agent and I contacted the resort so many times asking if they could put us near each other at dinner. I checked with the concierge multiple times a day. Just two weeks prior to arriving I fractured my knee, so I was in a brace with a wheelchair for extended walking. We had several bad experiences: 1) On Tuesday, Nov 25 we ate at Piaf. The set up two round tables of 8 on opposite sides of the restaurant. Not sure how tables on opposite sides of the room are two tables close by. On Wednesday, Nov 26 we ate at Frida. When we arrived we were rudely told the most they could seat at a table was 11 - why were we not told this in advance? They seated us at two tables away from each other. Why couldn't they put us at the 2 tables for 8 on the other side which were empty the entire time we were there. That was probably the worst service restaurant. The attitude is poor. Thursday was the Thanksgiving Buffet on the beach. I talked to our concierge 3 or 4 times that day explaining we needed to be seated very close to the ramp. All he would say is we have you in the middle. I kept telling them that would not work. I kept being told we have you in the middle. I kept saying how do I get there since it is painful to walk on sand. Finally my husband took things in his hands with our concierge just trailing behind like a puppy. The rest of the family and I eventually started down to see what was going on. I was about to just go back and do room service and let the rest of the family enjoy the buffet. Several of us were close to tears at the way we were treated. It became very clear the Grand Velas had absolutely no intention or interest meeting our needs. When my husband got down there it was so clear the way to solve everything. There were two table about 10 feet from the ramp/steps. There was a gentleman who seemed to be in charge and gave us those two tables. Luckily, no one had been seated at those tables as people were being seated. The entire fiasco could have been avoided if the concierge had listened or the prior requested was handled. 2) The air conditioning in two of our rooms did not work. They "fixed" it but that lasted about 10 minutes. Multiple calls and the A/C was never fixed. The phones in I think all our rooms did not work. The room we were in had 3 phones - only one worked. Several of our family had no working phones in their rooms. 3) The building needs an update very badly. There have been leaks in the ceiling on the second floor and the repair was very poorly done. The deck portion on the balcony next to the splash pools is rotten. Someone is going to get badly hurt. The railing has been patched with different kinds of wood - this is true in the hallway going to the elevators. It is a shame such a beautiful property has been allowed to become run down. 4) One of us requested 6 to 10 cups of distilled water daily for some medical equipment. They kept bringing her a bottle of flat water. Finally, they realized it was distilled water she needed. The would only bring her a small bottle of distilled water at a time. If she needed 6 to 10 cups a day, why not deliver her what she needed for her stay rather than one small bottle at a time. 5) This is more of a suggestion. One of our group left a pair of pants in a room after they finally transferred them to another room with a/c. The concierge said he would check with lost and found. Great - that took about 2 days. The reason it took so long is because all lost and found items are put in beige plastic bags. So the staff has to open each bag to see what is in there and then move to the next bag. Why not use clear plastic bags, making it so much simpler for the staff and a better response for the guests. The service attitude in general was saying "okay" and then ignoring it. This is not a 5 star resort. It was 3 years ago but today is it a 3 star resort.

  Dec 05, 2025
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  A Stay That Redefines Luxury: World Class Service and Michelin-Caliber Dining

  Our stay at Grand Velas Riviera Maya was, without question, one of the most exceptional resort experiences I’ve ever had. From the moment you arrive, you can feel something rare: a standard of service that is truly world-class. Every interaction is warm, precise, and genuinely attentive—delivered by a team that clearly understands what high-level hospitality means. The gastronomic offering is on another level. With Michelin-starred chefs shaping the culinary vision, every restaurant becomes a destination in itself. Each dish is crafted with meticulous technique, premium ingredients, and flavor profiles that reflect true culinary mastery. It’s not just dining—it’s a multi-sensory experience that lingers with you. The overall feeling of the resort is uniquely restorative. Grand Velas achieves a harmony between nature, design, and human presence that is incredibly rare. The architecture blends seamlessly with the landscape, the ambient energy is serene, and every space feels intentionally created to invite relaxation, reconnection, and effortless enjoyment. Grand Velas Riviera Maya is more than a resort—it’s a benchmark. A reminder of what happens when excellence, intention, and true quality all converge. Without a doubt, it is a place I will return to.

  Dec 04, 2025
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  Fifth year in a row—Grand Velas Shines

  This was our fifth year returning to the Grand Velas Riviera Maya. Our kids literally countdown the days until our trip every year. What makes this hotel special? Too many things to count, but here are a few that stood out this trip! THE SERVICE: I’m not sure how this hotel trains their staff, but every single person is so incredibly friendly and kind. Even the gardeners! Everyone goes out of their way to say hello, offer their help—they make you feel like royalty. And again this year, we had our standouts! When we arrive, it’s like a reunion as we see our friends who have watched our kids grow up. Luis!!! 5 years we have been blessed to have Luis at the pool. As usual, he was over the top with his service and friendliness. This year he actually REPAIRED my broken sunglasses, insisted on loaning HIS OWN personal sunglasses to my son, adjusted our umbrellas all day to keep us in the shade, brought us drinks and food all day long on our “pool days” and even gave us a sentimental gift from his hometown. He is five stars in the way he treats us and the way he makes us feel. Never obtrusive, always at the ready with clean dry towels, and of course places a rolled towel behind our necks because yes, he’s that amazing. This year we met Aaron Ortiz—dressed very sharply—who rapidly helped us get into our room when we forgot the key and then personally escorted my mom in law, son’s girlfriend, and me to the spa. We saw him several more times during our trip and he always had a big smile for us. And Nicholas, our kids’ FAVORITE teens club buddy got promoted to concierge! He went out of his way to take care of every detail for us including showing mom in law to her room and walking her through all of the details. The kids missed him at teens club but it was fun to see this hotel promotes its talent! Our concierge, Antonio, not only reserved taxis for us, he kept our mini bar stocked with our favorites, helped us adjust our dinner reservations and got us all set up in the hotel’s super fun (and free!) bike tour. He was always in the background checking on us and took perfect care of us. Again, Vanessa Palomera ran our trip from “the mother ship” and oversaw our original booking a year in advance, our payment ahead of time, our room preferences, our shuttle rezzes, and even our spa reservations—helping us add an extra guest at the very last minute. She’s honestly super woman and we can’t imagine our vacation without her skillful planning g in the background! Lastly, Ariel our super kind server at Frida and team Felix and David at Azul took great care of us. Brought us special treats and even a full assortment of tacos fixins to the table! Our individual drink preferences were remembered and we felt the love! THE QUALITY: some fun standouts—honeycomb at the breakfast buffet, stone crab claws and lobster buffet at lunch. The most comfortable beds, pillows and linens! Surf and turf at Bistro where tomahawks and ribeyes were cooked to perfection as we watched the sun set into the ocean! Carne asada nachos delivered for room service countless times. And the double vanilla lattes lactose free from the super cute coffee shop! AND NEW THIS YEAR: a totally redesigned teens club with a cinema and freshly popped popcorn. The upstairs is so cool with race car simulators and basketball hoop games that keep score. New pool tables were a nice surprise! But the STANDOUT new addition was, by far, the magician, MagoSpider! We have been to the Magic Castle many times and this magician was on par (maybe better)—an absolute pro. We couldn’t figure out how he did any of his tricks and he was so much fun and kept everyone, including the adults, totally engaged for his sleight-of-hand card tricks. Such a treat! Thank you Grand Velas for making our family vacation the best one ever. Every year you outdo yourself and get even better. Keep doing what you’re doing and we will keep coming back! We are so grateful.

  Dec 03, 2025
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  Another Incredible Thanksgiving at Grand Velas Riviera Maya – Thanks to the Amazing Pool Team!

  This was our family’s fourth year returning Thanksgiving getaway to Grand Velas Riviera Maya, and once again it was absolutely unforgettable. The resort itself is beautiful, the food is outstanding, and the grounds are immaculate — but the real reason we keep coming back year after year is the incredible pool staff. Luis and his team — Miguel, Reuben, Michael, and Jorge — are truly exceptional. Their service is consistently prompt, thoughtful, and incredibly friendly. They anticipate your needs, remember your preferences, and go above and beyond to make everyone feel welcome. Whether it’s finding the perfect spot by the pool, bringing out drinks before you even ask, or making sure the kids are having as much fun as the adults, they make each day feel special. Without this team, the experience simply wouldn’t be the same. Our family has been fortunate to travel to many great resorts, but nowhere else have we found a staff that makes us feel so at home. Grand Velas is already a world-class destination, but Luis and his crew elevate it to something truly memorable. We’re already looking forward to next Thanksgiving — and it’s all because of them. Highly recommend! (Senior LOBO)

  Dec 03, 2025
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  Everything We Needed and Wanted

  We love the staff at Grand Velas, they are what makes it so wonderful. Our very favorite is Luz at Grand Class, along with her team (Yazmin,Daniel,Javier), and Edwardo the manager is hard working and made sure our experience was exceptional. Bistro staff work seamlessly together and remember the details of our preferences: Edgar,Raymundo,Francisco,Fernando, David,Isaac, Samuel (I hope I didn't forget any, they all are so happy to provide great service. Also Manuel and Alejandro at Frida, Alejandra at Sin Lin. Thank you all for a relaxing vacation :D

  Dec 02, 2025