Grand Velas Riviera Maya

What a fabulous trip! The rooms are big and clean and constantly tidied. The service was a+. Santos was our concierge and was excellent. Dario, Nehemia and Gustavo were our pool helpers each day and they worked so incredibly hard and were so kind, and our babysitters were Paola and Samantha and they took wonderful care of our daughter. The food was really good and there are tons of restaurants to choose from. The facilities were so great and we can’t wait to come back. Thank you!!

Raul, Benjamin and Damian were absolutely delightful. They always served our drinks with a smile. The food was phenomenal and the rooms modern and stunning. Jaffet, our concierge was so helpful with anything we needed. If you are looking for a great, modern 5 star hotel , you will not be disappointed!

My wife and I recently stayed at this resort, and while we managed to enjoy our time, the overall experience left us disappointed, especially considering the premium price. Pros: Excellent Staff: The staff were wonderful, as is typical in Mexico. Their professionalism and friendliness were consistent with the exceptional hospitality we’ve experienced in the country. Good Time Overall: Despite our reservations, we were able to relax and make the best of our vacation. Cons: 1. Price vs. Value: Compared to other resorts like Hyatt Ziva and Hyatt Zilara, Grand Velas simply didn’t deliver. It was significantly more expensive, but the facilities, services, and overall experience didn’t justify the high price. 2. Unimpressive Infrastructure: The resort’s infrastructure didn’t meet expectations for a luxury property. For instance, the lobby we stayed in – supposedly the best of the three – felt dull and lifeless, not even Christmas decorations. It lacked personality, welcome drinks, or any kind of ambiance; just stark white walls and an uninspired atmosphere. 3. Uncomfortable Sales Tactics: One particularly negative aspect of our stay was a one-hour presentation we were invited to attend. While they offered us a $300 gift card as compensation, the purpose of the presentation was to push an offer to prepay for future vacation days at Grand Velas to "avoid price increases and inflation." This financial commitment involved hundreds of thousands of dollars, and we were pressured to make a decision during our stay to secure what they called the "best offer." The experience was highly uncomfortable and left us feeling frustrated and disappointed during what was supposed to be a relaxing vacation. 4. Negative Wedding Department Experience: We initially planned to have our wedding at Grand Velas, but after dealing with their wedding department, we decided to go with another venue. The experience was frustrating—staff played games, were dishonest, and failed to provide the transparency and professionalism we expected for such an important event. This was a major disappointment, and we would strongly advise others to consider alternative venues for their weddings. 5. Lack of Character: Compared to Hyatt Ziva and Zilara, which offer vibrant atmospheres and engaging experiences at a much lower cost, Grand Velas felt uninspired and overly subdued. Bottom Line: While Grand Velas Riviera Maya has some positives, its high cost, disappointing infrastructure, uncomfortable sales tactics, and frustrating wedding department experience made it a less-than-satisfactory choice. For better value, livelier settings, and equally excellent service, we recommend Hyatt Ziva or Zilara instead. As for us, we won’t be returning to Grand Velas. Names worth mentioning for excellent service: at the buffet: Angel, David, Erniesto, Antonio, and Nancy. The beach beds service: Mario, David, and Edgar. And room service: Carlos. Thank you very much guys 🙏

The customer service at the hotel is a top notch. Stayed at Ambassador suite. The room was spacious and had great views from the balcony. Food was delicious. Went to the Spa and the experience was unforgettable. Highly recommend this hotel!

Excellent staff at the pool , beach, and restaurants . Especially our concierge Jose was amazing. Food was delicious . Pool was huge and family / kid friendly . Beach was gorgeous and the white sand was easy to walk and play volleyball and other sports