TripAdvisor Traveler Rating

We enjoyed our 5th visit to Grand Velas, Riviera Maya over Thanksgiving with our large family. As always, the hospitality and experience was unbelievable. Thank you to Robyn Ayers at Dream Makers Vacation Services for the impeccable planning, coordinating (and introducing us to this amazing resort 10 years ago!). The facilities were well-maintained and consistently updated. Our crew (young and old!) loved the updated Teens Club. The dinner events on the beach were well-orchestrated and pretty remarkable. The staff went above and beyond to make our experience memorable and displayed top notch hospitality: -Daniel, our concierge, always had a smile on his face, even while fielding the countless requests from our group and keeping us organized and informed. We did not have to think about anything-- Daniel made sure we had our reservations, appointments, plans, etc. all straightened out. -at Azul, Alonzo, David, Antonio and Ernesto greeted us each breakfast and lunch with warmth and hospitality, always taking great care of us -at the pool Humberto, Ruben and Orlando kept us fed, hydrated and comfortable, always with a big smile and great energy. It was very busy but you'd never know! -at the cabana spa, Gloria and her team (Lim and Noehmi) provided mutiple poolside and cabana relaxation treatments. Thank you to the entire staff at Grand Velas for providing excellent service and an unforgettable week!

This place is a true paradise. Every area is a beautiful view. Spacious, indulgent, and beautiful. This service and professional staff are at the top of the chart. The food, simply the best! Our waiter at SinLe Dan and Victor took excellent care of us With recommendations, Samplings and so helpful. Our private concierge, Guillermo was a delight. One of my best trips ever and I travel a lot

We absolutely loved our stay here and will be back next year. Our three young boys had so much to do and we were all so well taken care of. Everyone was absolutely wonderful. Our concierge, Carolina Collado, was incredible. So kind and helpful and responsive! We loved her and will request her again next year!

I cannot say enough amazing things about this resort and our trip. Lucia was our travel supervisor who was extremely prompt on every email and anything I asked for, connected me to the correct person. Once we arrived EVERY single staff member always greeted us, smiled and made us feel like royalty. We had our own concierge, Dariana and she was AMAZING!! Anything I asked she was extremely attentive. Dariana checked in first thing every morning as well as sent me reminders on dinner and spa reservations as well as activities for the day. We had the absolute pleasure of partaking in the spa and I recommend the water journey before you spa!! I get a massage monthly and this was hands down one of the best I have ever had. My family and I will be back next year and bringing our son to spend time with us as well as the kids club which looked so fun!! All in all, if you are looking for a relaxing and fun time, 1000% come to Grand Velas!!!

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.