Grand Velas Riviera Maya - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

5852 reviews

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  Luxury at a cost - Major Improvements Needed

  (UK guest) - We usually stay at the Hyatt Ziva but opted to give the Velas a go. A solid experience, though some things to raise: If booked in a standard Zen room, change immediately for Ambassador. Zen rooms in major need of a refurb and you feel completely isolated from the rest of the enormous property. You need to take the shuttle to the rest of the resort. Zen garden views are disgusting, rooms are dark and the entire area feels dead. This being said, the Zen pool is worth a visit. It’s stunning. We moved to Ambassador (at cost) for last 2 nights. I’ve stayed at the Marina Bay Sands and other such establishments previously but the Velas’ scale is another game. Book restaurants in advance and you won’t have issues. Best choices are Frida and Cocina D’Autor (Michelin *). Bistro best breakfast location. Azul is very average. As a UK guest, it’s clear the ownership structure of this hotel is Mexican and not American like the Ziva. Bills at the end of each meal (including a buffet breakfast) at a very expensive all inclusive is shocking. I’m all for tipping house cleaning and pool/beach workers after a tough stint in the sun, but this has to stop. Pay your workers more like the Ziva does and this doesn’t need to happen. It’s really shabby and not a good look. Most of the staff are very good, others clearly play solely for tips. There’s a discrepancy here which needs looking at please ASAP. At the Ziva we could rest easy knowing all staff were exceptional. At the Velas some are just average (and this resort is more expensive). It doesn’t compare for instance with Ikos staff in Greece. We had 3 in one room for most of the trip - the ‘bed’ that was wheeled in was rusted and disgusting in Zen. In Ambassador, bedding was provided for a very small sofa. The least one would expect (especially given the space) would be another proper bed! With all this being said, we enjoyed our stay (booked through BA Holidays). The food on the whole is pretty impressive (we didn’t try Chaka for dinner, but it felt dead for breakfast like most of the Zen area). The Asian restaurant can be skipped - not good at all. Suggestions for management: 1) Zen price reductions - In need of a major refurb. Clearly highlight separation from main property 2) Staff training in best practice - Some play for tips and look overworked. Others have been borderline rude (SkyBar for instance) 3) Increase base staff pay, remove bills after each meal 4) Most beach staff should be more attentive. One shouldn’t need to take their own food trays away to avoid birds swarming. 5) Beach discipline - Do not allow people to bring speakers etc to the beach at any hour. This isn’t a 4*, it’s naff and unacceptable for other beachgoers

  Mar 09, 2025
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  Over the top !

  We just returned from a wonderful stay at the Grand Velas - the property is just beautiful and the staff amazing. There is something for everyone - a family friendly section , adults only and for those who desire, an area to Zen out . And a fabulous spa experience for anyone who likes to be pampered . While never a fan of an all inclusive - this one is truly different - the food options , the ambiance and the service all are unique and over the top. A special thanks to some of our favorite staff members - Fernando and his team mates at the bistro -Santos, Edgar, Issac, Brando and Frances and the adults only pool crew was the best - Luz, Daniel , Jorge and at the regular pool Reyes and Mary ..Forgive me if I left anyone out as you were all outstanding . A special kudos to Fernando for securing sweet potatoes to make my husband sweet potatoes fries ! Now that’s above and beyond customer service !

  Mar 08, 2025
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  Wonderful Resort

  We love this place. It's one of our favorite places to take a family vacation when we need to get away from the snow and savor sunshine, pampering, and great food. We were particularly well taken care of by Orlando and Miguel at the beachside---and Jamie and Nancy as waiters (although all we so kind and helpful) and Louis by the vans, Airy our concierge, Jonathan at the bar, Rosalia at the spa (and the spa manager works tirelessly) and well as the incredible activities staff---Nicolas, Alan and Jimmy and Suzie! We miss them already. We notice a lot of families with small children or extended families of multiple generations making a special vacation and it's a great thing to see. The only downside are the people there for work conferences--who are either drunk or acting like they have never been in public. But they make for interesting peoplel watching.

  Mar 06, 2025
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  3 generation, 50th anniversary celebration

  I am on the board of governors of a residential country club that has almost 1100 employees, 7 restaurants, 3,400 homes, 5,500 members, etc. So, take this from somebody who knows a bit about the “hospitality business“. This was our second trip to Grand Villas. They are at the top of their game. For an all-inclusive, family oriented, destination venue it can’t be beat. The staff is incredibly well trained, friendly, and helpful. They can’t do enough for you, day or night. There’s always something for kids of all ages to do. Same thing for the adults. The accommodations are large and contain literally everything you may want or need. The restaurants are the best I’ve seen in a resort such as this. Save the one star Michelin restaurant for late in your stay, because all of the other dining venues will knock your socks off before you ever get to the best rated restaurant. You won’t be disappointed.

  Mar 05, 2025
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  A memorable experience

  Beautiful resort The staff were very friendly and helpful Excellent service. The food was delicious. Always fresh and a lot of variety. Our concierge Pablo and hostess Samantha Cruz were absolutely amazing. They took care of everything. I will definitely go back

  Mar 05, 2025