We hosted 115 guests for our multi day, multi event Hindu wedding and in short, Grand Velas is not equipped to provide the service they promise for guests. From VIP guests with toilets that didn’t flush to the bride having ants in her Grand Class bed, to stolen jewelry from a guest room (a necklace that was worth into the tens of thousands), Grand Velas wasn’t very Grand in their response to these issues. The bigger issue is the poor way management addressed the issues…they didn’t bother to make things right whatsoever (well the family with a non-functional toilet was offered $30). The resort wedding planner (we had an external and resort planner - so the resort planner didn’t have as much coordination to do) missed a number of major and important items we made clear to the resort multiple times and in writing. Our wedding cake wasn’t executed correctly, not served to guests. The resort agreed to specific alcohols for events and mostly didn’t do it. The resort provided a childcare room but forgot the babysitters so it was pointless. The staff caused a child to have an anaphylactic reaction by not correctly providing signage for tree nut allergies (again this was communicated in writing with highlighted allergies) and the child even asked the resort staff to clarify if tree nuts were in the items. To date the resort promised an investigation but hasn’t provided any information since we informed them of this health and safety issue. Nobody has followed up or apologized. Grand Velas impressed us when we visited for the initial site visit. The execution of our wedding was not great. We asked for months prior to obtain a final bill so we could take care of everything before arrival. A week prior we paid the amount they gave us. During they wedding they added surprise charges which I had to push back on. I requested to speak to the GM while on site and was never granted the opportunity to speak with him. It seems they really don’t care once you’ve paid. If guest experience is paramount to your event, forget this resort. Watch the video attached to this review to see ants in their Grand Class beds…this was the room assigned to my (now) wife. The bridal suite having ants in the bed is just unacceptable.

Grounds are very well kept and so is the hotel. Food could have been better - everything we ate was OK, but nothing stood out. Drinks were well presented but always lacked enough alcohol. Staff was very nice but there was definitely a language barrier with the hotel room cleaners. Gym at Grand Class was small but had everything you need for a good workout - just avoid going between 8am-10am - as it got to crowded for us to workout. For $1500 a night I would of expected more, but the overall experience was OK. Would I come back - no, I think there is better value elsewhere.

My husband and I went on a work trip for him Thursday to Sunday. I will have to say everything was awesome about this resort. The grounds are beautiful, it feels like you’re in a tropical forest. The beach and the views are fantastic. The buildings and rooms and restaurants are all very clean. Their rooms are stocked daily with beverages, alcoholic or otherwise, as well as snacks. 24 hour room service is awesome. There are swimming pools, bars everywhere, plenty of restaurants. There’s something for everyone. I can’t think of one single complaint I had the entire time I was there. One of the things I really liked was that the employees are all top-notch, I did not come in contact with anyone that was less than pleasant. I would definitely recommend this resort for a vacation. We will definitely be back.

This was our first time to stay at the Grand Velas Riviera Maya. The experience as amazing. The resort is absolutely beautiful. Every little detail is considered - from the grounds, landscaping & pool to the live music or even the types of plates and cups. The staff is amazing - by far one of the best customer services experiences that we have ever had. They cater to your every need. The food is delicious and the presentation is excellent. Everything about this resort is first class. We will be back!

After spending a wonderful week at the Grand Velas in 2022, my family and I decided that we needed another vacation that had the same feeling as before. You see, on July 15, after a traumatic head injury and 30 agonizing day hospitalization, my father lost his life. We needed a peaceful, tranquil, calm place to heal from this horrible experience. We all agreed that the best place would be the Zen area of the Grand Velas. Upon booking the reservation, we all felt a sense of comfort. That was until we pulled into the resort and drove past the Zen entrance and proceeded to the Ambassador section. We all looked at each other and said “what’s going on here?” We were told by Luis Pablo that the Zen property was “closed for renovations” and that we would not be able to stay there. It turns out the Zen was closed because they were under booked. We were put in an Ambassador room that faced the Kids Room from the one side and the beach from the other. Don’t get me wrong, the room was beautiful, but loud. We heard a band/music playing on the beach in the afternoon, which was not at all the kind of vibe we were looking for. Remember when I booked the Zen? I could hear kids screaming from the daycare and chairs dragging above me on the tile floors all hours of the night. Our concierge/butler Luis was useless. We asked him for 1 thing the entire time we were there and he didn’t even make sure it was done. M&M’s and Hershey bars on the mini bar. 👎 Overall I wouldn’t recommend. I don’t recommend hotels that lie to guests. If they lie about the small stuff, just imagine the big stuff they lie about.

It's been a dream vacation for us, the staff is amazing, friendly and always around to help and make you feel comfortable. The room was incredible and always clean, room service was perfect. The pool area was always clean just like the beach and the hotel surroundings as well. I would love to come back someday, it's been absolutely brilliant ❤️

I wanted to thank the outstanding staff at Grand Velas for making our family vacation wonderful. Specifically, I would like to thank our concierges Rigo and Veronica for making this vacation so special. They truly cared about our family and went above and beyond to help us with everything. We are a large family of 14 and had 3 suites in Grand Class and Ambassador. They worked hard to make sure everything was perfect checking in on us daily. If you are looking for the absolute best experience when vacationing in Riviera Maya, look no further, Grand Velas is the best. We look forward to staying again and visiting their other Resorts in the future. Thanks for making this vacation perfect!

I traveled here for my honeymoon. Incredible service and hospitality. For a resort, especially an all-inclusive, this place never disappointed. The menu was always fresh and abundant in options. The facilities were well-maintained and crisp. Abundance of beautiful nature and wildlife. My only pit-fall was that it was more of a family oriented resort.

Grand Velas is a remarkable all inclusive resort for it's variety of high quality dining experiences, the long stretch of well groomed beach, three pools with different vibes, an amazing spa, fun day and night activities, and beautiful, clean, comfortables rooms. The staff members go above and beyond to create a carefree and relaxing experience. They pay attention to every detail and meet every request with such generosity. The kitchen staff catered to our dietary restrictions and really enabled us to enjoy our dining experiences without worrying about food sensitivities. The in-house doctor was attentive and saved us hours of vacation time that might have been spent navigating health care providers. The concierges we worked with helped set up tours, change dinner reservations, and secure airport transportation so that we were just able to enjoy the lovely surroundings. We are grateful for all of the team members who enable such an amazing vacation and highly recommend this resort to others.

It was amazing! Daniel, the concierge was very helpful. Karla, the bartender made the best paloma. Pablo, the receiver went to get my jacket that I almost forgot in the room when I was leaving. Everyone was polite, nice and friendly. Best vacation ever.

Grand Velas Riviera Maya is beautiful, has the BEST SERVICE, and was so relaxing. All of the employees were delightful and so helpful. The restaurants were DELISH and room service meals were wonderful too. BEAUTIFUL VIEWS. AMAZING POOLS! I can't wait to go back!

One of the nicest resorts I've ever stayed in. This was my second visit. The first was a family vacation, this time I was there as an event planner/coordinator. Our 70+ attendees were overwhelmingly thrilled with the accommodations, food and staff

The room, pools, beach, restaurants, and bars were excellent. Top notch amenities, service, and food. If you are not traveling with children, avoid the Ambassador suites unless you prefer to be awake at 6am with the sounds of screaming children from all directions. The drunks leaving the bars after 2am were a bit obnoxious as well. Food and drinks are excellent everywhere you go. We tried Cocina restaurant and all 4 of us found it strange and not very good. We opted to go eat an hour after we left Cocina. Also, the coffee shop didn't make a very good latte. Otherwise, awesome place.

This is the best resort in Riviera Maya. Set along a beautiful beach, with an extremely attentive staff. This place is Paradise!! Carolina was the absolute best concierge!! She made sure that our stay was always pleasant and went above and beyond to make us feel extra special during our stay!! The food was excellent at all times, and the restaurants are beautiful. We will absolutely return!!

I cannot say enough good things about this place. We went for a friends wedding and had an amazing experience. The cleanliness around the whole place was incredible. There was always someone sweeping, cleaning a doing maintenance. You can tell they put great emphasis on top notch customer experience. Every single staff member we encountered, and they had a lot, was super friendly & helpful. The wedding and all activities surrounding it were incredible. Hope to go back next year!

The resort was beautiful and the amenities amazing. We loved staying in the jungle (Zen) and feel you get the most for your money there. Some of our family and friends stayed at Ambassador and Grand Class, but I think our rooms and amenities were far better. We even got to see the monkeys at the pool one day. My son's wedding was absolutely gorgeous and the reception was so nice. We loved every minute. Food was amazing - especially room service. The spa was the only part that was somewhat disappointing.

We were super happy with our stay at Grand Velas. From the moment we arrived until the moment we left - we were well taken care of. Shout out to Adrian our Concierge, Ariel our server at Frida, and the entire spa staff for taking such good care of us. We will definitely be back!

We thoroughly enjoyed our 5 night stay at this resort. We have traveled extensively and this resort exceeded our expectation. The staff were incredibly warm and made us feel pampered. The food was quite good for an all inclusive experience. The facility overall was very nice. We were lucky to be there in May when it was not crowded and so it felt very peaceful. The spa experience is not to be missed and you really should give yourself 1.5 hours to enjoy the bath experience prior to your treatment. Thank you so much to the entire staff at Grand Velas. We are already planning a return trip.

Beautiful location and facilities. The staff is incredibly friendly and accomodating. The quality of the food was very impressive for an all inclusive resort. Both beach and pool are desireable and we went back and forth between each during our stay. If you enjoy spa experiences, you must book a treatment here and be sure to experience the water ceremony. It is so unique. I give five stars all around and would recommend to couples and/or families.

One of our family's best vacations! The service at Grand Velas is extraordinary. Roberto was our concierge and made each day special for the entire family. Every restaurant offers something unique and delicious. The staff members were attentive, polite and catered to your every need. The hotel was extremely clean, pool and beach areas were beautiful and there was an abundance of activities for all ages. We highly recommend this resort and hope to visit again!

Service and the resort itself was incredible. Food at most restaurants was exceptional. The food at Azul, Pool, and Suite service was just okay. Spa services were also wonderful! My son loved the kids club! Mauricio, our concierge was great and did whatever he could to make our trip enjoyable.

I had the best time at this property. Everyone made me feel at home. I celebrated my birthday and it was amazing down to the food, spa, and entertainment. I loved my Grand class ocean suite with pool on balcony. I also had little furry friend who visited me on the balcony. Would highly recommend, thank you Levi for being my personal concierge. The karaoke bar was so much fun. The Koi Bar was beautiful.

The resort is absolutely beautiful, and wonderfully maintained. The staff that keep the plant life healthy and lush, and the staff that keep the resort so pristine and clean are doing an amazing job. Also, our vacation would not be the same without the kind and attentive service staff! If you have children, the kids club and the teens club are wonderful, and I highly recommend them. I really cannot say enough good things about this resort. This is our second visit to this location, and will certainly not be our last.

This place is amazing, indeed! Food is fresh and absolutely delicious. Drinks are great. Rooms are clean and specious. What took my breath away are the people who manage this huge property. So kind, hospitable, friendly. I know this is not mandatory, but please tip if you can and I know you can. These people deserve it. They work sooo hard and always with a smile on their faces. My husband and I fully enjoyed our stay.

This was our first time staying at the Grand Velas and let me just say that it was amazing! We had our own concierge who attended to our every need and made sure that we had everything we needed during our stay! The food was fabulous and their attention to detail was impeccable! I HIGHLY recommend this resort, you will not be disappointed in anything!

This was by far the most amazing resort we’ve ever stayed at. Everything about it was top-notch: by far the best service I’ve ever seen, restaurants were all excellent, great huge pools with awesome service poolside, kids club had tons of activities with caring staff, rooms were huge with high end soaps/shampoos, very nice gym, I could go on. Best part was the staff, literally everyone was pleasant. We will definitely stay there again.

This resort is second to none! The food and facilities are great but what really makes it special is the staff. Our concierge, Jorge, was always checking in and made great suggestions. Tony with the entertainment team has amazing shows and activities every day. The entire wait staff was great but Ernesto and David go above and beyond. Always met us at the door and remembered our names and our food preferences. No vacation like it!

Our stay at Grand Velas Riviera Maya was wonderful!! All of the staff, Carolina who was our Concierge, Mr. Antonio who served us breakfast each day, and those who greeted us and assisted us throughout our entire stay were incredibly polite, professional, and excellent in all they did. The dining was stellar (4 Diamond), and all of the Chefs are outstanding!! The food at all the restaurants was absolutely delicious!! I would recommend Grand Velas to anyone. My husband and I enjoyed it immensely. It was an unforgettable experience!!😇💝

One of the best trips I have ever taken. The staff were were very friendly and willing to help. The best part was that the kids club was open from 9am to 11pm . Couple of times when my 4yo daughter was very tired, was able to drop her off and pick her up later. The food was very good and the kids loved the 24 hours in suite service. The big thing was to remember to make reservations for the restaurant and spa in advance but having your own concierge made it easy. Overall a great experience and would definitely love to go back.