Food was delicious, property was well maintained, our kids loved the kids club, and the beach was impeccable.

The staff went above and beyond in every way

Concierge was the most disappointing - frustrating. First day we arrived - we have 2 kids. Concierge said we could get some beach toys. We went to front desk they said concierge didn’t open until 11am…. We also asked the concierge via email and in person that if we left the kids at the kids club during dinner that they would have dinner there. The answer was yes. However, no one said dinner for kids at the kids club was only at 6pm. So my kids didn’t have a full meal as we had reservations at the Michellin restaurant. Then we tried to book a catamaran. The vendor on the beach said to book via concierge. So we called the concierge. They said they would confirm and get back to me. Next morning, they had all forgotten! Then they tried to scramble to find a time that worked but it was too late. The slot we had tried for that worked best for our kids was not available. Then I asked if we could book our last night at Frida. They said they would try. We had a reservation at Lucca at 630. I said anytime at Frida between 530 and 7pm worked. Concierge said it was confirmed he managed to get a table at Frida. We show up at a Frida. They said they have no reservation and they are fully booked. We call the concierge and they say that they rescheduled us at Lucca at 530…. How does that make sense? Fortunately restaurant made it work. Our concierge was out sick so the others split the duties. Service everywhere else was great but the concierge service was so incredibly frustrating an

This was hands down the best resort I’ve ever been to! From the moment we arrived, everything exceeded our expectations. Traveling with a 2-year-old and a baby can be challenging, but this resort made it feel effortless. It is truly one of the most family-friendly places we’ve ever experienced. They had so many thoughtful amenities specifically for little ones, which made our stay comfortable, easy, and so enjoyable. The service was outstanding from start to finish. Every staff member was warm, attentive, and genuinely caring. A special shout out to concierge Alfonso, who went above and beyond to make sure everything was perfectly arranged for our family, and to our amazing babysitter Daniela, who was so gentle, patient, and wonderful with both our toddler and our baby. Having someone we trusted made such a difference. The food was absolutely delicious with great variety, and we appreciated how accommodating they were with young children. The pool was huge and beautiful, with plenty of space for everyone to relax while still feeling very family-friendly. The kids club was fantastic as well, with engaging activities and a welcoming atmosphere that worked great for our 2-year-old. We made such special memories here and will definitely be back. I highly recommend this resort to any family traveling with young children — it truly exceeded every expectation.

Very beautiful beach. All the restaurants are clean and foods are delicious. The room is very clean and service is excellent.

Great location, amazing staff and food is fantastic.

Overall excellent. Very relaxing. Food of a high quality by all inclusive standards. Some knocks being the spa was hilariously expensive, and some of the housekeeping lacked thoroughness. Would return if looking for a relaxing break.

Cleanest, most luxurious, most respectful staff in Cancun

Best place in Mexico

The food is in another LEVEL. And not just at the restaurants. The poolside food is excellent, and everything is so fresh and beautifully prepared. The service is some of the best I’ve ever experienced. The grounds are immaculate. It’s the best hotel experience I’ve had in Mexico, by FAR.

Everything was excellent. Hospitality was top notch! Overall really clean , the spa was amazing as well. The beach was kept clean all the time as well.

The Ambassador pool was magnificant

Room was small for the price. Restaurant food was good. Pool/beach food was the best Buffet food not so good. Gym was tiny Show were fantastic Beach was awesome Concierge grand class amenities,Worth the money! They will do anything in there power you ask. Karaoke bar was dope. Resort grounds are beautifully done. Coffee shop sucked. Kids club awesome. The littles always wanted to go back.

This place it’s the best hotel in the world just my concierge this time was really bad. He never let me know about the activities on time and game me any information. The rest was excellent

Perfect stay

Absolutely incredible! The staff, the rooms, the food- everything was perfection

Always a great stay -

So many options and an excellent variety of experiences. Flavors and well made and fresh!

The staff is amazing and the property is beautiful. Everyone here goes above and beyond to assist you. The property is truely a gem, luxury at its finest. Keep up the great work. My family and I had a wonderful time staying at the grand velas.

We were supposed to receive an Oceanview room upon check-in, but were instead given a Garden View room. One of the main reasons we booked this resort was the promise of having access to the second-largest coral reef for snorkeling, directly from the property. Unfortunately, this turned out not to be true. As longtime fans of Grand Velas properties — having stayed at their Cabo and Puerto Vallarta locations — we expected the same level of service and quality. Sadly, this experience fell short. When we raised our concerns, the manager Mauricio was unhelpful and dismissive. Despite waiting over seven hours for a response, his only solution was to tell us to contact Expedia. As the manager, we expected him to take more responsibility in addressing guest issues, not delay and deflect.We seriously considered leaving due to the room discrepancy and lack of snorkeling access. To add to our disappointment, one of the pool staff members was unwilling to assist with setting up an umbrella until he saw my husband doing it himself. This behavior reflected poorly on the level of guest service we expected from a resort of this caliber. On a positive note, our personal concierge, Nora, was very kind and empathetic to our concerns. However, the situation was ultimately in the hands of Mauricio and Fernando, both of whom failed to resolve the issues and only worsened our experience.