Grand Velas Riviera Maya — Hotel in Playa del Carmen

We have stayed at many 5-star resorts over the years and the primary reason we chose to stay at the Grand Velas in Riviera Maya was that we stayed at the Grand Velas in Cabo a few years ago and had an outstanding experience. We assumed (wrongly) that we would have a similar experience at the Riviera Maya location, but sadly, the resort didn't meet our expectations. There were other properties we were considering (mainly Mayakoba) especially since we were paying ~$4,000 USD per night (through Costco Travel) which was considerably more than some of the surrounding properties. ||||We are a family of 5 (kids ages 17, 15 and 11) and booked the Zen Grand Two-Bedroom Family Suite Nature-View. The Family Suite was great, but wasn't really a suite, but rather 2 rooms (with 1 King and 2 Queens or Doubles) which were adjoining. The rooms were very spacious as we requested a rollaway bed in the room with the 2 beds at check in (which was placed in the room with the King bed and I had to move it over....not a big deal). There is a balcony overlooking the foliage from each room which was very peaceful. ||||What we liked||- Rooms were spacious, and the mini-bar was stocked with snacks/drinks and were plentiful. - The private concierge (Alexandra) was also very helpful, texting the daily itinerary in the morning and helping with restaurant reservations. ||||- We ate at Frida and Lucca and both were amazing. The waiters didn't really help much with recommendations and primarily took our orders. What I found odd was that you had to order appetizers and entrees at the same time. You couldn't wait to order entrees after the appetizers came out. Again, not a big deal, but they were inflexible with this.||||- Taking the shuttle between the Zen and Ambassador buildings was a breeze! It only took a few minutes so you aren't waiting too long. I was a little concerned about this, but you shouldn't as it was quick.||||||What we were concerned about||||- We like to make our restaurant reservations before arrival as they sometimes fill up...especially for a family of 5. We traveled to the resort over New Years and were told we couldn't make the NYE dinner reservation until we arrived at the hotel, which was on 12/30. At check in (with our private concierge), we were notified that they only dinner option available that night was the NYE celebration and the restaurant reservations were all booked. That was odd as we didn't really have a choice given you can't really travel off property for food and why would you since it was an all inclusive.||||- We ate at Frida the 1st night (again, amazing food) and I scrolled on my phone for desserts and an after dinner drink. I enjoy port and asked for one, but the waiter said they had run out. Again, not a big deal to not have port, but I found it odd that they had run out on 12/30 since I am probably not too unique to want this after a meal, but oh well, not biggie.||||- The next day we wake up and have breakfast at the Zen buffet and walk to the pool. We didn't find any pool chairs and the staff mentioned that the Ambassador pool was much larger and encouraged us to go there instead. We head over to the Ambassador building and walk to the pool area and the place was completely packed!....no pool chairs anywhere. 50%+ were empty, but guests left items on them to reserve them. Okay, no biggie, let's walk to the beach. We go there and again, no beach chairs anywhere. They were so busy that there was nothing available. The pool and beach staff were also very unapologetic about this and said we should have come earlier to get a chair (not to mention we needed 5). The theme of the resort being so packed continued throughout our stay. I finally found 3 chairs as some guests were leaving, so I asked the staff for replacement chair covers and towels. The staff said sorry, they didn't have any covers or towels. This put me over the edge and immediately sent a text to the concierge to meet us at the pool. I explained the situation and she came back with towels and chair covers. I thought this was so ridiculous as why not provide the items if they have them...especially after they charge so much $ for their resort...I told her it must have been a "Christmas miracle". The concierge also assured me that they would try to help us the following day (which they did). ||||- Later in the evening we head to the NYE celebration. They passed out some hats and noisemakers and it was nice. We waited for the ballroom to open and oh my gosh, I felt like I was walking into my high school graduation dinner. It was a huge room, very dated with a band singing cover songs while reading off an iPad. It was a glorified karaoke party. The room was also so dark, that you could barely see the table cloth. It also was so loud that you could barely talk to the person beside you. Fortunately we were seated at a table with just the 5 of us (table seated 8-10). I wouldn't want to celebrate NYE with random guests. The food was also a set menu which didn't look great so I left around 8:15pm and went to the concierge to see if there were any cancellations at a restaurant instead. They found a table at Frida at 10pm and my wife and I both jumped at this and said YES. I came back to the "celebration" and we hung out for an hour and then came back to the lobby to get the shuttle from Zen to Ambassador. I checked with the concierge before heading to the shuttle area and the lady explained that our 10pm reservation was taken as they were never able to confirm this with the restaurant. I was incensed. I had just told our waiter at the "celebration" that we weren't eating (which he seemed happy with since less work for him), and now we may not be able to go to Frida. I spent 20 minutes with the concierge telling her that she has to do something as my family needs to eat. Another "Christmas miracle" I assume. We went to Frida (2nd night in a row), but it was another fantastic meal....no port again though.||||- I asked to speak to the manager of Zen the next day so that I could detail my gripes about the resort. The concierge said she was ready in the lobby so I walked over. I got there and I saw another guest complaining about their room and something about a restaurant reservation, so I had to sit there for 15 minutes while she finished with him. I finally said forget it and told my concierge that I can't waste my time and was going to head over to the Ambassador to meet my family. The manager finished with the other guest so she walked over and I explained what happened and she just listened and didn't provide any concrete steps to help. I found this odd as even though I wasn't asking for anything, I expected her to offer something. Oh well.||||- We ordered room service for lunch (food was great) and left in the evening for dinner (at Lucca) and I called housekeeping to take the food and for turndown service. We have dinner and come back and the room hasn't been made. At this point, I just laughed and called again and said no bother coming now as we want to get ready for bed and they can clean the next morning. ||||- I head to the beach activity shack and ask about parasailing since 2 of my kids were interested. I was told they had availability in an hour so I reserve it and head back to the pool. I come back with my 2 kids (ages 17 and 15). My 15 year old is almost my size (6' 1" and 190 pounds). We stand by the shore as a jetski pulls up who will take us to the boat (which apparently never stops and does a circle letting folks parasail). I was surprised that he asked all 3 of us to sit on the jetski, but we all hopped on. We make the 5 minute trek to the boat and the driver makes a 120 degree left turn so we can get on the side of the boat and we all flip. Sadly, I dropped my iPhone and sunglasses and start yelling I dropped my phone as the depth was only 9 feet. I tried to communicate in spanish that I want to look for my phone right then as otherwise we would never find it. He told me to sit tight while he took my kids to the boat (which had moved at this point). I assumed he would come back with a mask so we could see where the phone was, but he came back and picked me up and took me to the boat while he searched from the surface. Needless to say, I didn't find my phone and one of the workers said that they guy should never have taken all 3 of us in 1 ride since we were all adults. I later go back to the beach activity shack and they say that they have nothing to do with the parasailing company as they are not affiliated with the Grand Velas. Why the f* would I go with some random company especially if I make a reservation with you. Now, losing my phone and glasses is definitely my fault as I could have secured them properly, but the attitude I get from the activity shack was crazy. ||||- The breakfast at Ambassador was MUCH better than Zen as the ocean view is fantastic. We ate at Zen 2x and their was no silverware one of the times and my kids thought they were supposed to pick these up at the buffet. ||||I hope anyone considering the Grand Velas in Riviera Maya learned something about the report with this review. I am trying to be as honest and objective as possible. My expectations were maybe too high from the Cabo stay, but IMO there are better places to stay at in Riviera Maya when factoring in the cost. Many of my concerns are small, but they definitely add up especially at a property that charges premium prices and claims to be 5-star. They aren't and you should do your research to ensure you have a...

In summary, two "words": Ricardo Flores. He sets the bar high for hospitality. As our personal concierge, Ricardo provided the perfect amount of attention - not too much, not too little - to ensure our maximal comfort and enjoyment of all the resort offerings. From texting us a pillow menu...to arranging for an off-menu drink I requested...to acquiring a much-coveted reservation at Cocina de Autor...to a poolside visit to check in on us...to researching an item my husband needed delivered from off property...Ricardo made us feel like we were his only guests. Love is in the details, and we were well-loved. Ricardo embodies the ethos of this paradise-like resort: lavish elegance, classy presentation, impeccable professionalism, and down-to-earth, warm hospitality. We lacked nothing during our 4-night stay. Undoubtedly, behind Ricardo was his assistant Cesar and a small army of staff taking care of us in so many unseen ways.||Our 4th floor Grand Class oceanfront suite from which we enjoyed breathtaking sunrises, a brief and dramatic thunderstorm, and 2 delicious en suite service breakfasts was a wonderful oasis to return to each day. We slept soundly on the comfortable bed (not our usual experience at hotels). I am a stickler for cleanliness and was pleased to find our suite and all three ambiances spotless. The light smell of lemongrass throughout the resort (infused even in the cold welcome refreshment towels - thankfully not smelling of bleach), while effectively repelling insects, is a thoughtful touch for those who have a keen sense of smell - subtle, refreshing and relaxing! ||Shout outs to many individuals who served us beautifully...I can't name them all, but these stand out:||Cinthia - on our first night, in the Grand Class lobby when we asked for directions to Frida, did not just point us in the right direction but walked us all the way there in an unrushed manner, chatted with us, and oriented us to the various offerings within the Ambassador ambiance along the way.||Meredith - hostess at Frida, warmly welcomed us and took note when we asked about the mini tasting bar at the entrance of the restaurant. More on that later.||Gamaliel and Luis - attentive and friendly wait service at Frida. Highly recommend dining at Frida!||Rafael Garcia - manager at Frida who took the time to arrange a mezcal tasting which introduced us to the rich history of tequila and mezcal - a memorable bonus after a delicious meal thanks to Meredith who remembered our curiosity.||Camila - at the spa who gave me a much-needed Wellness massage. And so many ladies on staff there who guided me through the water ceremony and spa - I can't remember all their names, but they were fantastic. Highly recommend the water ceremony and spa experience.||Pedro - at Azul who along with his team served us with extra attentiveness.||Daniel - at the Ambassador poolside mini buffet was so chill and friendly as I tried conversing in my broken Spanish. ||Mitchell - at the Ambassador pool who led us in aqua exercises with energy and fun.||Chef Valasco, Jesus and Abraham - along with their amazing team at Cocina de Autor guided us through a 9-course gastronomical experience that was brilliant and delightful. Highly, highly recommend.||Grand Velas Riviera Maya goes all the extra miles to pamper guests with next level care. The design of each space and each staff offer a unified, consistent brand and level of service which I am sure is hard to achieve. ||Some candid notes for future travelers:|- Mosquitos - bring itch cream for inevitable mosquito bites (we got a pricey but effective one on Amazon called Snowy Summit Devil's Club Itch Relief Cream and did not regret it). No matter how beautiful the resort is, if you're itchy the whole time and can't sleep well, it does not make for a relaxing stay.|- Wildlife - the coati, iguanas, lizards and the 1 small snake I saw all kept to themselves. We were hoping to spot a spider monkey, but the staff said they are rarer. |- Baked goods - sadly the macarons at Amat looked better than they tasted. In general, the bakery options throughout the resort were mediocre.|- If you like landscape photography (like my husband), photo and time lapse opportunities are plentiful.|- Be ready to be greeted with a smile and served by multiple staff - this took some getting used to but speaks to how everyone there puts the guest...

There are not enough words to express how wonderful this resort is. The food is exceptional. It was fresh and incredibly good. We never had a bad meal. Azul and Chaka breakfast buffets appeared to be your usual buffet until you got to the food. Unbelievably delicious. The fruit, the meats, the Mexican dishes, pastries, juices....unbelievably fresh, healthy, varied and plentiful. The restaurants were all standouts in their own way. They were not your usual all inclusive knock offs, theses were top rated fine dining restaurants. There were also many special food events like surf and turf at Bistro which was tomahawk chops, lobster, every fish imaginable. There was a special Christmas Dinner with piles of meats, Mexican food , barbecue.....Cocina was a fine dining experience we will never forget. 10 courses of "molecular cuisine" that left us satisfied and inspired the chef we were traveling with. He was blown away with the prep and presentation of this and every meal. Incredible eating.

The location is beautiful. The suites are huge and every one has an ocean view. All of these things were the best we've experienced and we have traveled a lot. The thing that makes this resort stand out the most though is the people working there. Everyone is genuine and goes above and beyond to make sure your stay is personalized and smooth. Every single person that we encountered had a smile, great humor and above all seemed to really like working at Grand Velas. Ari, our personal concierge, was so sweet, professional and knowledgeable. She knew what we might need before we even did. We were traveling with my elderly father and she went above and beyond to keep track of him and redirect him to where he needed to be, often times walking him to wherever he needed to be. She gave me a break and made sure that he was taken care of and had what he needed so it was not always on me to figure things out. On Christmas Eve, she surprised us and decorated our room with a live, decorated Christmas tree! Our room smelled so good for the whole stay! I know we weren't her only family yet she made us feel like that the entire stay. Like I said, every single person we encountered went out of the way to make our stay incredible. Some other real standouts were Yasmin, Daniel, Miguel on the beach and at the pool. Every day, they started and ended the day making sure we had what we needed on the beach. They felt like old friends by the time we left! It is really hard to find a criticism of this resort. The only negative issue we had, which is not necessarily the fault of the resort , was seating at the pools and beach. Prior to Christmas, wherever we went there was a lounger, it was quiet and accessible as the resort is meant to be. It is posted at every chair that the policy is that you can't reserve chairs, By our 3rd day, many large families had descended upon the resort and took up all of the chairs at 5:30 in the am. We sat one day staring at multiple empty "saved" chairs for over 3 hours. When employees tried to enforce the policy, they were screamed at and 2 of the parties took up the whole pool area without any regard for the other guests. I don't know the answer to this, but I ended up having to set my alarm to get chairs for the day or we would have had nowhere to sit all day. It was obnoxious and really put the staff in a tough spot. Corporate needs to figure out a way to accommodate large groups somehow, maybe on other ends of the beach and definitely limiting chairs. I never sat at the pool after the 2nd day because of these obnoxious seat savers. These large groups definitely spoiled the stay of many families who chose this resort for it's personal touch and quiet, convenient atmosphere. My solution to this is to return but not on a holiday week! This resort was everything you hear and more. If you are looking for wonderful food, kind people and luxurious acommodations with all of the convenience of all inclusive without the typical all inclusive mediocrity, you found it! Perfect for a multigenerational...