of TripAdvisor Travelers recommend this hotel
We stayed at the Grand Velas in the Zen section of the hotel and could not have asked for more. The food, the service (special thanks to Joel and his team), the pools, and the surrounding area were immaculate. The staff really go out of there way to make sure that your stay is as comfortable as possible. The rooms were spacious with wonderful jungle views, ours even had a small pond filled with fish that led up to our room. Comfortable beds with all the high end amenities one could ask for. We heard amazing things about the spa, unfortunately we could not enjoy it as our stay was too short. There were two weddings at the resort during our stay but didn't notice any change in service or drop in quality. Not sure about the existence of any "spring break" behavior, seemed like people were just having a good time. In reality space is so big you would have to be searching for noise to find any. The staff always greets you with a smile and are always trying to make your stay as best as you want to make it out to be. I highly recommend this resort to everyone and will definitely be back as soon as possible.
-the price is worth the customer service you get + amenities -the food is gourmet/smaller portions and delicious -you must book your transportation to and from resort - its a lot trickier--its not just about getting uber/taxi off the exit.. -make sure price is pending how many people are going -you only pay for 4 things: calls from room, boutique, spa and laundry services -the frozen margaritas are delicious (all drinks were delicious) -try to book a tour to an outside activity if time allows you (Chichen Itza, etc) -if you overwork yourself, youre stressed, you dont take much vacations, you want to give you, your family, your partner something really special-- this was really a special trip- aside from our friend's wedding, we celebrated our birthdays-- consider this resort. again, you can do a down payment and then pay the rest once you arrive, dont let the sticker price shock you--yes you can do other resorts for cheaper what not, but this resort is one of the top destinations in Mexico and their service is top of the line- -the resort is all inclusive, they are on top of your allergies if you have any -the sights are beautiful. -this resort is away from cancun-- so consider your transportation if you decide to visit cancun -they do have kids menu and activities -we stayed in the zen area and it was just quiet and relaxing -make sure you know when you book try not to book during their peak times, we went in october and it with ease we were able to go to a restaurant without reservations and we had easy to find spots by the pool.. really we had the resort to ourselves.. We enjoyed the Chaka restaurant by the Zen area-- our wonderful waiters kept a consistent service and this was throughout the resort-- excellent from beginning to end. Well at Chaka some nights they offer the Yucateca Pensinsula menu which offers special plates with ingredients from their region.. lets just say YOURE NOT EATING AT CHIPOTLE-- youre eating top of the line, excellent dishes and dont be shy try them all, they are small portions, ask what they are and taste! you wont regret it! -when you book ask if there are any weddings/events this might affect the area ou are in -when youre booking your flights, try not to book so close to 3pm check in time, you might be able to check in a little early because then you get the introduction to the resort and youre taking in a lot of information if you didn't read, and you have to sign your receipts and all that good stuff and you just want to immediately to go eat or to the pool (again this all depends on occupancy rate during your visit) -checking out- always ask if you can check out later, there might be a fee, but also when there is low occupancy you might be able to leave a little later and take advantage of more time in the pool -remember you only live once, give yourself/loved one/family that deserving relaxing vacation that you work hard for. we have to give ourselves those rewards.. because who else'
"4.5 stars...excellent but 1 big downfall"
We use AAA Diamond ratings for suggestions on many hotels for vacations and being this is ranked as 5 Diamond...we went with very high expectations. Previous vacations to this area include, Le Blanc, Secrets Maroma, Excellence RC, Iberostar Grand and other Mexican vacations this year include the Four Seasons Punta Mita and One & Only Palmilla in Los Cabos...so we are comparing our experience here to those. Grand Class suite on the 4th floor was large, well furnished, L'Occtiane bath products, great air conditioning in the suite, plunge pool on the large balcony, comfy bed, walk-in- closet, cathedral ceilings, great TV set-up, huge shower with rain head and body spray. The suite was cleaned at 8am every day (at our request) mini bar restocked, plenty of towels (towels are basic vs plush) and overall we loved our room. Check in was easy and fast a 10am, we were offered our 4th floor suite to be ready at 1pm or we could check in immediately on the 1st floor...we chose to wait for the privacy. Fitness center and SPA- we worked out daily at the Ambassador gym (Zen gym is larger) and it had almost everything we needed plus it wasn't busy at 7am and was cleaned and restocked with water and towels. Very good experience. My husband ran 3 miles daily and a worker on a Quad followed behind him incase he needed anything. We had a couples 80 min massage that started with a Mayan ritual of feet washing in seeds...neat experience. Great massages! We also had the deluxe manicure and pedicures, excellent! The hydro pools, sauna, steam, clay room and ice room are excellent. Restaurants- every dinner was excellent. Cocina de Autor, Piaf & Frida were our favorites and absolutely delicious, next time we will rotate between the 3 during a week stay. We also tried Lucca & Len Sin which were "good" but typical for all-inclusive. We had breakfast a couple times at Bistro which was very good quality and menu variety. Pools and beach- the beach was manicured (sand fluffed and seaweed removed) every morning. The beach has tons of chairs with umbrellas and is easy entry into the ocean. The pools were wonderful...well...the Grand class pool and Ambassador pools (didn't try the Zen). Loved the swim up bars with shade & top shelf liquor plus the warm pool temperature and seating areas in the pools. What we didn't like was the pool and beach service...at all. Plenty of workers but they stand and talk to each other and it took 10-15 mins to get a drink, so we just went to the bar and got our own. We like Grey Goose martinis and it flowed all week. The views from either pool was magnificent. The Ambassador pool loungers were definitely more comfortable as the Grand class loungers did not have a pad and were extremely uncomfortable although we asked for cushions daily when sitting there and they brought them immediately, so problem solved. They need to invest in new adult pool chairs! Also...most of the umbrellas had 1-2 broken arms or were very unsteady and even tipped over on occasion, they need new ones with larger bases. Grounds- the entire hotel, grounds, bars, restaurants, spa, gyms, beach, everything was maintained to perfection. Occupancy- from Saturday until Wednesday (mid October) was very low occupancy, sometimes we were the only people on the beach or the only people at the pool bar or at Koi one night...the only ones...which was fine by us as we wanted a romantic get-away week. A few couple in the pools and restaurants for dinner. We chatted with a few couples but it seemed everyone was looking for a stress free, relaxing, romantic vacation. We maybe saw 6-7 kids the whole week, the kids clubs were empty every time we passed by. They have a kids club and a teen club which is nice. 1 big downfall- Thursday morning a huge wedding crowd came in 250-300 guests plus another smaller wedding...which totally ruined our Thursday as the guests were on a "spring break" attitude. Screaming at the pool to each other, laughing loudly, drinking obscene amounts of alcohol, ordering everything off the menu and throwing footballs and frisbees on the beach...they totally took over. Here is our problem...when you have large groups like this, everyone knows each other (vs a full hotel where everyone doesn't know each other) they get loud and unruly and frankly dampen the other vacationers time. The resort went from 10-20% capacity to maybe only 60-70% capacity with loud, brash, obnoxious drunks. Thanks god today Friday is our last day. We had to sit at the Ambassador pool (which is fine) but because they closed (or so it appears by all the "props") the Grand Class pool and a huge section of the beach. Why didn't our butler/concierge tell us this last night, or a note under the door this morning. Why are Zen and Ambassador paying customers taking over the Grand Class pool... We loved the resort and its exclusive feel...we didn't mind paying more money to get Grand Class, this would have been a yearly go-to resort but their play to groups in disregard of other vacationers...we are not interested in. If we go back, I will call a week ahead of time to see if groups will be there and if so, cancel and book a different resort. I realize every resort takes groups but every other resort we've stayed at "separates" the group into activities or areas of the resort that does not effect other vacationers...or in 1 other case, they notified us the night before of a pool closing by sending a bottle of champagne to our room with a note of understanding.
"A Well-Deserved 5 Star Rating"
Accommodations: We stayed in the Grand Class area of Grand Velas. Our room was incredible! Every day we had fresh flowers, replenished soaps and refrigerator, and special surprises from the staff. The view towards the ocean was perfect. We enjoyed the private pool on our balcony and the view afforded through the glass wall. There was never a question of privacy, which we loved. Restaurants: We particularly enjoyed Piaf, Lucca and Frida. Be sure to ask to sit in the sections belonging to Hector (Lucca) and Gustavo (Frida). They are both friendly, informative and gracious. For breakfast, we enjoyed sitting with Ernesto at Bistro and enjoyed everyone at Azul. The quality of the food at Grand Velas is incredible. They have earned top awards for the food and it shows. The presentation of the food is perfect and the taste is unbelievable. The only restaurant we did not enjoy was Sin Lin, which is detached from the main part of the resort. While the waiters at Sin Lin were all very nice, the food was not to our liking. It is important to note that Sin Lin was an anomaly; the food everywhere else was of the quality you would expect in New York and London's finest restaurants. Personnel: There are almost too many names to list, as everyone was incredible. The Ritz-Carlton has a saying for its employees of "Ladies and Gentlemen serving Ladies and Gentlemen". I think the same applies to the Grand Velas personnel. They were at all times professional, hardworking, detail-oriented, and genuinely friendly. Allow us to single out a few people: Bautista (pool bar) - extremely hard working, excellent recommendations for food and drink, always there when we needed him! His support team of Raul and Gabriel were fantastic, too. Susibel and Jeremias (piano bar) - so friendly, warm and welcoming. In addition to making great drinks, it was like meeting old friends every evening. Such nice people! Blanca, Marypaz and Paulina (concierge) - they were also very friendly, welcoming, and handled every request we made in a timely and effective manner. They made our stay so easy that it will be difficult adjusting to reality at home without them! We look forward to vacationing at Grand Velas again in the near future!
"Just Can't Say Enough About This First Class All the Way Resort"
From the time we entered the lobby the pampering began! We felt special and our every need was attended to with class and sophistication. If you are a foodie than this will be your paradise. World Class Chefs create amazing meals and every detail is included! The infinity pools are the perfect temp and excellent service all around. If you get the Riviera Maya this resort is a must for those that what it all!
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM