Luxury Riviera Maya Hotel Reviews

Gracias Grand Velas for making this trip relaxing, enjoyable, and truly memorable. My husband and I visited for a long weekend (but not quite long enough!) for my 40th birthday. We arranged for private transportation to and from the airport (booked through resort directly) which made traveling from the US seamless and stress-free. When we arrived, we were immediately impressed with the beauty of this resort. Set in a tropical jungle oasis right along the beach of Riviera Maya, we took in the views of the lush green landscapes and bright purple flowers that lined the verandas. We also had the opportunity to see many of the local wildlife. After arriving in the lobby, we were introduced to our personal concierge Diana Lopez, who took great care of all our needs from check-in to check-out. By messaging through WhatsApp, she was able to confirm our dinner reservations and inform us of various activities within the resort each day we were there. We spent our mornings on the beach, afternoons by the Grand Class pool, and evenings in the various restaurants this resort has to offer. Each meal was memorable in its own way. We had the pleasure of dining at Frida (shout out to Ariel who not only made amazing food and drink recommendations but was also very entertaining), Chaka, Cocina de Autor (a Michelin star restaurant), and Lucca. The staff at each location truly made you feel like you were their top priority and went above and beyond to provide you with an exceptional experience. We were sad to leave but know that if we ever plan to travel to this area again, we will not hesitate to return to Grand Velas. Thanks again!

best resort I have ever been, currently here, and unfortunately leaving tomorrow! planning to come back this year

UPDATED: Exceptional service recovery and commitment to guest satisfaction ​I am updating my previous review to reflect a highly positive resolution, as Grand Velas management recently reached out and completely made things right. ​During the latter part of our stay, we experienced unexpected disruptions that impacted the relaxed atmosphere and overall experience we had anticipated. While unforeseen issues can happen anywhere in the hospitality industry, what truly sets a luxury brand apart is how they respond when things do not go exactly according to plan. ​ ​It is incredibly reassuring to see a resort stand behind its product and value its returning guests so highly. They completely turned a frustrating situation into a positive customer service experience, restoring our complete confidence in their standard of excellence. Because of the integrity and care they showed in making this right, we look forward to our next stay and will gladly return to the brand.