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Hotel overview
Location
Riviera Maya - BeachProperty information
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Hotel details
Hotel advisories
General policies & fine print
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating
5735 reviews
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Nov 21, 2024Just AMAZING! If I could give 10 starts I would!
I don’t know where to start with this hotel! This hotel is fabulous from start to finish. Despite staying there in April for 2 and a half weeks for our honeymoon, we still talk about it all the time and this is a testament to the unforgettable time we had! We had the opportunity to stay in both parts of the hotel, sea facing (ambassador) and the more jungle area (zen ) both equally as enjoyable and we sampled all the restaurants and the live music in all of them just added a lovely touch! The meals were consistently amazing in all restaurants, the staff were incredibly hospitable and friendly , they made us feel we were part of a family whilst there! The drinks were all made with high quality spirits and the service impeccable. We have stayed in some wonderful hotels around the world and this is one of the very best! The personal concierge they provide is just a great little perk (thank you so much to Alexis, who made our stay extra special). Honestly the staff here are a credit to this hotel, here are a few who made our stay so so special- we love you guys and hope you get the recognition you deserve! Zen pool- David, Oscar and Gabriel Cocina de Autor- Marco Lucca- Damien Bistro- Jose and Andre Piaf- our favourite restaurant- Joselito (we miss you and your special bread), Julio and the manager Azul- Gabriella (thank you for making the special dishes, it meant so much to us ) and all the rest of the team - there are so many in here because we saw them every morning and lunchtime but especially Lucia and Alfonzo. (The fact that we still remember your names after 7 months should tell you how much we appreciate you). We apologize for the late review, we found out we were having a baby shortly after returning and this has taken up a lot of our time but we didn’t want to miss the opportunity to write a review. The management of this hotel were equally friendly and welcoming and we can assure you that we will be back! Keep shinning guys and we hope to see you soon . Highly recommended hotel to anyone seeking an outstanding time in Mexico.
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Nov 16, 2024
Amazing stay at Zen
Zen Pool is quiet and beautiful. Gabriel at the pool is beyond attentive, pleasant and helpful. Our concierge Santos Has been on point each day and Cucina De Autor was absolutely fantastic! Highly recommend staying in the jungle instead of the Ocean front rooms. The room service is always on time. The only negative is they don’t have enough outlets and ports in the room for charging. Otherwise it’s been an amazing trip!
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Nov 16, 2024Return trip
I am currently at grand velas for the 6 th visit. We are staying at zen building and I can honestly say my trip has been made more enjoyable because of the pool waiter Gabriel. He has honestly been so attentive and pleasant. Our concierge santos has also been very helpful and lovely. You must go to Autor for dinner it is sensational. All in all I can’t say anything negative about hotel except they could have more usb ports near the bed.
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Nov 13, 2024
Great Time at Gran Velas
Our experience at Gran Velas overall was excelent. I will preface it to the fact it was low season and quite quiet at the hotel. The service was immaculate. Very conscientious in all aspects. First impressions checking into the Grand Class was a little underwhelming. No great views or grandiose lobby. Check in was a little regimented but effecient. On arrival to our room we had deficient air conditioning - a neccessity at 35 Degrees and 90% humidity. They moved us to a new room with little inconvenience. The food was excellant. Make sure you book all your restaurant reservations well in advance of your trip or you will be eating at 8:30 to 9:00 PM. Again the retaurants were fantastic - all of them. Because it was off season there was never a problem with chairs around the pools or beach. It may be different during high volume times. Coming from other all Inclusives tipping was a little confusing but after figuring it out it was a better set up. At the end of each meal/pool service/bar service you are presented with a zero balance bill with a place to leave a tip. No more tipping every drink at the bar. A nice touch. We had some excellant service from Daniel and Donata at the Grand Class adult pool. Bringing our favourite drinks before we even sat down and ensuring we were comfortable all day. This is definately not the typical all inclusive. The food and dining options were similar to an exclusive restaurant. The pools and service were not the usual line up and load up. Just refined and peaceful. Really comfortable and elegent. We spent most of our time at the adult pool in the Grand Class so it may be a little more lively in the larger pool at the Ambassador. The Zen pool is described as a jungle like setting. It is but it is also quite small and tranquil relative to the Ambassodor pool. The beach was okay - not spectacular. Great fine Caribean white sand. No waves if you like to play. Great for little ones. A little rocky in places to go out in. No snorkelling to speak of. Most of that is off of Cozumel - a ferry away from Play Del Carmen. To preserve the beach they have erected large concrete strips out in the ocean (all the nearby reorts have done this in this area). Unsightly but probably a necessity to preserve the beach. The workout facility was adequate. Mostly treadmills with the odd elliptical and one spin bike. Strength training with machines and dumbells. No real free weights. There is the odd aroma that floats down the resort from the north. Its variable and occasionally strong. Not sure but suspect and heard its sewage from Playa Del Carmen. No fault of the resort but it is a little putrid and offputting at times depending on the breeze. Overall as shown would highly recommend the Gran Velas as a high end all inclusive resort. Loved our time there.
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Nov 12, 2024
Incredible resort
This was the best of 8 different All Inclusives we've gone to. Everything was amazing, particularly the staff at the pool, Hemi, Alberto, and Ceasar, were just amazing! The food was outstanding in every resteraunt. The room also was outstanding.