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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
5935 reviews
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Apr 24, 2025Family friendly- great food and drinks and wonderful service
This hotel has great family activities, good food, and great service. Rosario was our concierge and she was so attentive and went over and beyond. She went out of her way to help us when we had a sick child, checked in with us and was responsive and helped with anything we needed. Louise at the pool was also fantastic, there was never an empty drink or an empty plate. The Zen hotel is a little bit darker maybe a little bit dated compared to the ambassador. But the rooms are overly spacious and being on the lagoon was fun to feed the fish and turtles. The shuttle runs continuously there’s never a long wait. Book your reservations, though in advance because those are hard to get if you try last minute during a busy season.
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Apr 24, 2025
Absolutely amazing trip
This place is amazing. From the moment you arrive to the time you depart, you are treated like royalty. They attend to your every need. You are provided with a personal concierge. Ours was Izamar. She made certain we never wanted for anything. The restaurants are all first class, attentive to dietary needs, and the food is delicious and fresh. Breakfast and lunch buffets with various proteins, veggies, and fresh fruits. Multi 💎 restaurants for dinner to delight any culinary tastes. It is truly all-inclusive, including water activities like wave runners, kayaks. The pools are great also,with ample space for everyone. We stayed at Zen for a peaceful escape, but we were a short ride from the Ambassador for a more lively environment. We will definitely be back.
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Apr 24, 2025
You won’t regret staying at Grand Velas!
The Best Resort in all of Mexico not just Reviera Maya! The staff was consistently kind and all will go out of their way to make the experience amazing for your entire family ALL the time! Food is top notch and special consideration to all allergies which was huge for us! The Grand Zen was my favorite for its nature and serenity vibes( we even saw a monkey swing through out back!) Rooms so spacious and had everything you need. For more lively experiences we head on over to ambassador! Either way top notch service at every step! Water amenities, personal butler & kids club all included. This was a truly All Inclusive! We will be back. Thank you IZA for making it our best family vacation!!
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Apr 23, 2025Warning! Not adults only!
We stayed in a Grand Class room. This is the larger and more expensive room. The website states, Grand Class is located in the “adults only” part of the resort. On the bright side, the room is gorgeous, full of thoughtful touches. Moulton Brown amenities. Plenty of snacks and drinks in the minibar. The view is stunning. Beach is nice and swimmable. Food and drinks are great and service is fantastic. You can visit and eat at the other parts of the resort. Ambassador which is family oriented with a huge pool and kids clubs. Zen, family friendly with a serene jungle vibe. Which brings me to the bad: When checking in we were told the building is “adults only”and separated from Ambassador Class next door which is family friendly. Woke up the next morning to screaming and crying children in the next room! The couple next door had two toddlers and a baby staying with them. This happened every morning of our stay. Not the “sanctuary for adults only” that was advertised. We noticed quite a few children staying in the “adults only” building. (I question the liability and safety of toddlers in a room with a plunge pool.) Spoke with a manager after a second day of “screaming toddler” wake up call. Was informed that children are not allowed in the pool, or the sky bar, or two of the three restaurants at the Grand Class building. However parents are allowed to book a Grand Class room and stay with one minor. How about three? (All rooms have a king bed and one pull out couch) Most of the groups we saw had more than one child. The manager seemed confused when I showed her the website stating adults only. It is advertised everywhere. They even have signs around the property. According to management, they only allow children to stay on the first two floors. That does not make it any better. This makes no sense. You are either ”family friendly” or “adults only” you can’t have it both ways. This is not an “adults only sanctuary”. If you are expecting a quiet, romantic getaway from the kids, look elsewhere.
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Apr 23, 2025
Amazing high end resort. Great for families looking for great food and service
Amazing service, beautiful spacious rooms, well maintained property, excellent food. Concierge services using WhatsApp are highly efficient. Missing a bit of entertainment in the evenings. Daily room cleaning could do a better job. The Grand Zen has a relaxing and quiet feel. The Ambassador is much more lively and busy.