Grand Velas Riviera Maya

I'll start by saying that I have now been to all the Grand Velas resorts and this one in Riviera Maya is the one I'd never go to again. I'll start with the positives. The food at the restaurants was great. Service was attentive by the wait staff. The pools at the different parts of this resort were also nice. Big pools and lots of options. Now the parts that weren't great. The general service staff seemed bothered when you requested something. After day 1 we ran out of room snacks that were supposed to be replenished daily. On day 2 we called about having them refilled. No one showed up. I called a 2nd time, no one came. I messaged our concierge and no reply. The next day she asked if we got it and I said no. Later that evening we came back from the pool and then were finally there. I messaged our concierge about daily activities and didn't get the schedule until the days activities were already started. If I didn't message her to get them, she wouldn't send them. We actually only saw the concierge once when we arrived. We never saw her face to face again the remainder of the week. At the other resorts, that would have never happened. The worst part of this resort, the pool service!!! The wait staff were horrendous. We stopped a waiter to ask for a drink and he said it wasn't his section but asked what we were drinking anyway. When he brought the drink to the table, he didn't even look at us. He literally set the drink down and walked away. We went down to the pool area multiple times before 8 a.m., often around 7 a.m and there were absolutely no pool chairs. There were chairs that were saved with water toys on them, a shirt or hat, I even saw a baby pacifier on a kids cabana saving it. Finally after the 3rd day I got manager and they told us the policy which we were already aware of (an unoccupied chair after an hour is now an available chair). We explained we had been there since 7 and there were 500 chairs saved and at about 9 a.m. there were only maybe 30 people at the pool. I didn't see once where a server or manager moved someone's belongings that were unoccupied for over an hour. We were at the pool one day with chairs saved beside us for 4 hours and no one sat in them and they were not cleaned off. Our last day there we were walking through the pool area and one of the activities staff at the pool knocked our 2 year old off her feet and she hit her head on the concrete ground. He acted unbothered until he saw how upset we were then he came over to tell us how he didn't see her. Well, it's because he wasn't paying attention!!!! Out of all the Grand Velas locations we have been to, I would never stay at this one again.

If there's one review you have to read, this is it—this is about the amazing people of GVRM! This would speak to the level of care and support a concierge team can accommodate in desperate times. We had arrived very early, they accomadated us with a different room for the day! We had an amazing family trip with a well-kept and stocked oceanfront room. Nora was our angel; she would send on daily activities, prepare our restaurant reservations, and answer my zillion questions( all of the concierge staff would!); after a long day of outdoor activities, my kids got a bear surprise with decorated baths drawn for them. After 4 days, my teen came down with persistent tummy aches. The doctor was there in 15 minutes, and he made an excellent diagnosis of appendicitis. The concierge and doc team stepped up to another level- arranged for transportation for the entire 2 days back and forth from the hospital, gave us discounts for our stay, and bought us drinks and snacks. Hugh shout outs to : Nora Vazquez ( concierge) Eduardo Gutierrez ( Hotel manager) Andrea Gazcon( Chief concierge ) Jorge& Edith( lobby concierge) And Andres Esquivel…

The resort was lovely, and the staff was very friendly and attentive. I need to give an extra shout out to our concierge Jose Zevalla who went above and beyond to organize spa visits and answer any questions we had. I would rate this trip as an A+++!

I have been to many all-inclusive resorts in Mexico, and the Grand Velas Riviera Maya is the best of them all! Our concierge, Jose, was fabulous, checking in with us every day to see how we were and if we needed anything and making dinner and spa reservations for us. The rooms were large, clean, and had many amenities, including a walk-in closet, a makeup vanity in the bathroom, and a fabulously filled mini-bar. Service was amazing at every restaurant and the pools. The food was far better than you can imagine for an all-inclusive. Family-friendly, too! I highly recommend this resort and hope to go back again and visit the other locations.

This resort was incredible but the most stand out things were the Grand Glass suites and the staff. Our concierge Aaron was amazing. He went above and beyond with every one of our requests. Miguel at the pool was also exceptional. The food at the resort was so much better than expected for an all inclusive.