Victoria Johnson

Review of Grand Velas All Suites & Spa R...

We've been to Grand Velas several times and always...

We've been to Grand Velas several times and always enjoy our stay. This was the first time we stayed in the Ambassador w/ connecting rooms and truly enjoyed the central location. We typically stay in the Grand Class but wanted to try the connecting rooms. The Ambassador rooms were nice, but the furniture might use a refresh in the coming years. We had a few issues w/ our room, but they were serviced/corrected immediately. For the most part, the restaurant food and service was excellent, although our service in Frida was below average and the food was cold. We would have sent the food back, but the restaurant temperature was very warm that evening and we were very uncomfortable. The other restaurants, including Azul, were top notch and we love the new and improved Lucca! Our concierge Carolina was outstanding and made sure our needs were taken care of. The pre-arrival concierge Mayte was also very helpful. The beach service by the Grand Class was very spotty. If you weren't tipping, you weren't getting the best service despite the beach not being very busy. Beach service by the Ambassador was much better. A few suggestions: All rooms should automatically be furnished w/ de-humidifiers instead of having to ask for them. Also, your computers should note repeat customers. We kept getting asked if this was our first time... this was actually my 5th visit. It's good customer service to acknowledge repeat customers. The pool attendants should not allow chairs to be reserved for hours at the Ambassador or Grand Class pools - after an hour towels should be removed. Lastly, guest services called our room at 9am on two mornings to solicit our attendance for a vacation program - I suggest not calling rooms until later in the day (at least after 10am). We like to sleep in when we vacation and did not appreciate the 9am wake up calls. Over all an excellent vacation w/ a few minor glitches. We hope to return again for spring break next year.