Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
5896 reviews
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Apr 03, 2025This resort is Amazing!!!
I was going to a wedding in Cancun and decided to stay at the GVRM for a long weekend, it was absolutely beautiful! The room was spacious, the fridge was stocked with all kinds of beverages and the snack bar in the room was there at your disposal! I went by myself so I stayed at the Grand Suite, did I mention those suites have pools on the deck!?!? If you have a family you can stay at the Ambassador suites or the Zen suites, I found the Ambassador suites to be more for families with teenagers and the Zen Suites to be more for families with children… No matter where you stay though, you can bet everything will be well kept and beautiful! All suites have their own style of pool layouts with ambassador being the largest of the three. I cannot single out any staff member that treated me like GOLD because THEY ALL DID and THEY ALL DESERVE A RAISE after a job well done! They made sure I was okay the whole way through. This resort has different restaurants but once I found one I liked it was hard to drift away, it was the Bistro restaurant! Depending on the time of year you can order surf and turf and I just want to say that it tastes absolutely incredible! They also have a buffet table that you can help yourself to also. I honestly couldn’t not choose where to eat, indoor or outdoor because the views were amazing so I just did both lol. The drinks are high quality and will take you as far as you want them to, I’ll leave that right there. They have this grown and sexy night club call Koi and the scenery is phenomenal to say the least. The sand is white, and on the sand they have different events like fire shows you watch, you can also play volleyball. I wish they had more adult activities like a beer pong table, corn hole, or a basketball court so we can connect with others through different varieties of games… but please don’t let what I just said stop you from enjoying this resort, it is in a class of its own! Did I mention the SE spa that won Forbes awards?!? It was such a great experience but make sure when booking an appointment you show up 2 hours earlier to enjoy the water ceremony before your actual massage!! This is TRAVIS signing out!!! I’ll miss you guys and I promise I will return!!
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Apr 03, 2025Liars and Thieves, Promise one thing then change their minds anyways....
I booked a last minute getaway with my family to relax. 2 days before our trip, a close family member died and I had my assistant immediately call the hotel because we had booked a non refundable rate... They seemed understanding and allowed us to reschedule our exact reservation to another date, any time before the end of the year. Great! Well finding new dates that worked wasn't easy with my busy schedule and their booking (we were back and forth via email) so we paused communications temporarily to schedule my other travels for the year first then figure out where to put this trip.... Imagine my surprise when I call Grand Velas and they inform me my reservation no longer exists and the full penalty was applied! Apparently, because we didn't reschedule fast enough the system marked us as "no show" after the original dates and stole our $13+ grand!!! And of course, there is no way to get my money back because it was non refundable - which I UNDERSTAND - but I was told I could move the trip to anytime in 2025. NOT ONCE WERE WE TOLD WE HAD TO RESCHEDULE WITHIN X AMOUNT OF TIME OR THE RESERVATION WOULD VANISH. Nobody followed up, nobody even informed us of the cancellation before or after!!! I found out when I called the hotel myself to ask questions about the reservation. How you can one minute be understanding of a sudden emergency and promise one thing, then next second cancel my entire reservation and just steal my hard earned money is beyond me. Been traveling my whole life and NEVER in ALL THE WORLD have I experienced such unprofessionalism and terrible service. Mind you, after I rightfully got mad on the phone and asked to speak to a supervisor or management about this, I kept being told "there are no managers" (BS) and then was placed on hold for an hour before I hung up. So somebody DIED, Grand Velas gave us false promises and was fake nice, only to steal my money anyways. Despite the fact that we were told the reservation could be simply moved to another set of dates. No management or anyone higher up has had the dignity to speak to my assistant or me directly on this matter because they don't want to acknowledge how wrong they are.
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Apr 02, 2025
Amazing family holiday
Highly recommend this resort for a family friendly holiday. The food was amazing and we were so impressed with the cleanliness of the hotel. If food is one of your priorities on holiday than this is definitely the place for you. Our kids were 4 and 6 and enjoyed themselves at the kids clubs and the pools. We loved the more laid back vibe at zen but the ambassador has better access to the beach and has a lot more going on (might be for those who enjoy more active/entertainment based holidays). The shuttle bus ride back and forth between the two is really easy and not a big deal at all (they run 24/7 and take about 3 -5 mins). The rooms are very comfortable and the poolside/beachside service is top notch. The only mild inconvience is the need for reservations for the restuarants and two of them do not allow children (piaf and cocina de autour). Agree with others to book ahead of time. The buffet food was still incredibly tasty and changed nightly but the restaurants are all fabulous and are a large part of the overall experience. Overall this place is highly enjoyable and recommended as a family friendly holiday
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Apr 02, 2025
Exceptional Service and Facilities
We were so thrilled with our stay at Grand Velas. Food and atmosphere were incredible but the service we received was 2nd to none. Most notable was Mario Alejandro at the Zen pool. By the 2nd day he was all but predicting when to bring my toddler her popsicle and chips and guac. Couldn’t have been more caring to my family. We will definitely be back.
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Apr 01, 2025
Perfect resort to relax and recharge
From the moment you enter the magnificent entrance to being greeted at the lobby, you can tell there’s a reason why Grand Velas is in a class of its own when it comes to All-Inclusive resorts. We stayed in both Zen and Grand class section during our time there. Zen is definitely a very calm and relaxing atmosphere. We moved over to Grand class because of the ocean and the beach. The view of the ocean from this section is hard to beat. Many reviews claimed the beach is not very nice… but my family of 4 (2 kids) came with water shoes and had no problems snorkeling and navigating around the rocky parts. We spent every afternoon at the beach. The service at this resort is exceptional. Our personal concierge, Aaron, was super informative and helpful. We had trouble finding loungers one of the days as it was busy there and he worked his magic along side the pool attendants and found us a spot. He was always there to help if we need anything. We cannot thank Umberto, Ruben, Daniel, Alvarez, and Ernesto enough for our time at the pool, beach and Azul. We spent most of the time there so these names we remembered most. But all the staff everywhere at this resort are amazing. We had the pleasure of eating at Lucca, Frida, Sen Lin, Bistro (Surf and Turf), and Cocina de Autor, Azul buffet and Chaka buffet. They were all delicious. They had lobster, oyster, mussels, scallops, prawns at the Azul lunch buffet, this was definitely our favorite. Our least favorite was Cocina, we did the wine pairing and service was amazing. But we are not expert foodies and didn’t love all the mixed flavor and textures. This was our 1st time eating at a Michelin star restaurant, so maybe it’s just not for us. We are still glad we experienced it. It was spring break season when we stayed at Grand Velas, so we were worried about how busy the resort would be. Other than that one day having difficulty finding pool loungers, the resort never felt crowded. We loved the intimate setting of this resort and there were never any rowdy spring breakers. Level of service remained top notched. The rooms are spacious and clean. Beds are comfy. We are already missing the marble shower and the view from the balcony. We’ve stayed at several different resorts in the Riviera Maya area. This is definitely the best one and why people pay top dollars for it. The service, food, atmosphere, location is perfect for a relaxing get-away.
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