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Frequently Asked Questions

Q
What is the best Riviera Maya resort?
A We know there are hundreds of breathtaking resorts in Riviera Maya and Cancun and it can be hard to choose the best resort for your stay! We recommend the all-inclusive resort at Grand Velas Riviera Maya for the secluded luxuries and above-and-beyond hospitality that the Velas Group is known for across Mexico.
Q
What is the resort’s check-in/out time?
A You may check into the Grand Velas Riviera Maya at 3:00 p.m.. If you arrive earlier and your suite is available, we will do the best we can to accommodate an early check-in. Check-out is at 12:00 p.m. but you may continue to use the pool and beach on your last day to enjoy a little more time in paradise. Food, drinks and services utilized after 12:00 p.m. have an additional charge.
Q
How many lobbies does the resort have?
A There are three lobbies at the Grand Velas Riviera Maya, one at each of our ambiances on the property. Our Zen Grand Nature Ambiance is surrounded by lush vegetation for the ultimate relaxation. Our Ambassador Ambiance and and the Grand Class Ambiance feature luxurious ocean view suites.
Q
Are there connecting rooms?
A Yes, Grand Velas Riviera Maya Resort has connecting suites in the Zen Grand Nature Ambience and Ambassador as well, which is perfect for larger families and groups staying at our resort. However, availability cannot be guaranteed until you arrive and connecting rooms have an additional cost.
Q
Do I have to present my identification or passport to register at the resort?
A Yes, upon check-in, you will need to show proper identification at the front desk. Please have a valid photo ID or passport when checking into the resort.
Q
Is there an additional charge for late check-out?
A Check-out is at 12 pm; however, if you'd like to take advantage of our all-inclusive resort after 12, you may do so at a rate of USD 90 for that day only.
Q
What credit cards are accepted?
A The Grand Velas Riviera Maya accepts most major credit cards within the resort. We accept American Express, Visa, MasterCard and PayPal for added convenience.
Q
Is it safe to provide my credit card information to the resort through the website or by phone?
A We at Grand Velas Riviera Maya Resort take great precautions against any safety issues or concerns. Our website and systems are secure, and the card number registration process uses maximum security systems and devices that ensure the complete confidentiality of encrypted data. Please visit our data protection and privacy policies at https://rivieramaya.grandvelas.com/data-protection-policy for any additional questions.
Q
Who should I call regrading an invoice?
A If you have any questions or concerns regarding your final bill or invoice, please contact the resort’s Accounting Department for assistance. The front desk can also assist when you are still on the property.
Q
What is the difference between Grand Class, Zen Garden, and Ambassdor?
A The Grand Velas Riviera Maya Resort offers three unique experiences so you can choose the perfect ambiance for the ultimate all-inclusive Mexico vacation. The Grand Class Experience is ideal for romantic getaways with an oceanfront setting. Make family memories in the casual comfort of our Ambassador Experience, which overlooks the beach and turquoise sea. Explore the exotic & family-friendly Zen Grand Experience to soak up jungle vibes from your secluded suite with views of the sparkling pool and koi pond.
 
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Q
Are pets allowed?
A To keep the Grand Velas Riviera Maya pristine and be respectful to other guests, pets are not allowed at our all-inclusive beach resort. If traveling with pets, you may try to board your furry friends in advance so that you may enjoy a relaxing stay with us in Mexico.
Q
Does Grand Velas Riviera Maya have suites for people with limited mobility?
A Each of the resort's three sections have two suites on the ground floor that are specially equipped for wheelchairs. The main entrances of the suites range from 36 to 46 inches wide.
Q
Can people in wheelchairs easily access the resort?
A Yes. The restaurants and bars have ramps and there is a ramp leading to the beach. The pool has rails at average height. Additionally, the resort offers wheelchairs, crutches and canes, and the Zen Grand and Grand Class ambiances have electric wheelchairs available at no additional charge.
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