Sanitized hospitality is a given; especially when a hotel has four or more diamonds. During this season our expectations have risen; as they should because the life we’re all living has changed. We can’t practice social distancing, wear masks, carry hand sanitizer, and wash, wash, wash our hands then travel into a bizarro world where that doesn’t exist. Hoteliers are built to serve. They consider every aspect of the guest experience. This season is no different. The industry is on top of this and I’ve been repeating that often. Time to get off of my soap box and put this to the test.
Enter Velas Resorts, a trusted luxury brand in Mexico with locations in Riviera Maya, Los Cabos, Puerto Vallarta, and Riviera Nayarit. I worked closely with this brand before and had a deeper knowledge of their standards. Plus, David and I stayed there for a friend’s wedding in 2018 so we had experienced the level of service they provide. Naturally, I follow them on social media and have been paying close attention to what they’re doing. We were ready to get on a plane and head back to Grand Velas Riviera Maya.
Straight Off the Plane
As I’ve mentioned before, my husband is very sensitive to cleanliness. (The world has finally caught up to his microscopic attention level.) Not only was I seeing things through the lens of a hospitality and travel industry veteran, but Mr. Clean was also on the case. Our time with Grand Velas began at the airport with our transfer. The driver arrived wearing a mask and gloves with hand sanitizer for us. He asked permission to grab our bags and then sanitized them before putting them in the car. This was his first ride in months. Our kind driver expressed his joy to be working, again. We all understand…
Upon arrival, the bellman greeted us wearing a face mask and face shield. With more hand sanitizer for us to use, he understood our bags were sanitized but he was going to do it again and confirmed that was okay. Mr. Clean was in heaven. Then we wiped our feet on a disinfectant mat. This was a new one for me, but David was familiar with the clean hospitality process. (Surprise, surprise.)
Before I go any further, I want to save time and repetitiveness. Everyone that worked at Grand Velas Riviera Maya was wearing a face mask and face shield.
Sanitized Check In
Moving on to the check in process. First, a team member took our temperatures. This machine was touch-free and very cool. It’s funny the things that get adults excited. We were like kids in line for a roller coaster – shocked, thrilled, impressed, and wanting to go again. After the thermometer party, a pulse oximeter came out to play. Just kidding. It wasn’t nearly as fun. This little device reads blood oxygen levels through one finger. (And is sanitized between each use.) Then refreshing, disposable towels to wipe the travel away.
Trays were a standard during check in; from sanitized pens to key cards. Our credit card and passports went on another tray and returned sanitized. Nice touch.
Lastly, we met our concierge, Diana. She immediately sent me a text so I had her number. While this last bit has nothing to do with safety, I wanted to mention it because it helped relieve my stress. Such a simple step made me feel comfortable texting her when we needed anything.
What About Dining?
Since we arrived before check in, our room wasn’t quite ready. Non-issue. We needed to eat. Off to Bistro for lunch. Outside the restaurant is a touch-free hand sanitizer and a disinfecting foot mat. There is always someone there to open the door for you with a smile. Great service and eliminates extra exposure. The restaurants have their own arrival process. Hand sanitizer is offered (and pumped for you) and temperatures are taken. This happens every time you dine.
Velas Resorts has a user friendly and expansive app where the restaurant menus live. No paper needed. Tables are distanced more than six feet apart, indoor and outdoor dining is available. For our first meal, we started with tuna tartare and I feasted on the salmon with adobo sauce and pureed corn. I love to eat…
It’s All About the Food
In case you haven’t been, Grand Velas is an all-inclusive resort with eight restaurants, four pools, and a fabulous spa. They offer three stay experiences for guests: Grand Class, Ambassador, and Zen. Distinct personality differentiates each building along with suite decor. The plethora of restaurants are spread throughout the property.
The past few months have changed our expectations. We’re now accustomed to limited services and smaller menus. However, Grand Velas was not about that life. For breakfast and lunch, the options were Bistro, poolside dining, or suite service. But for dinner, the chefs from each restaurant came into two spaces on rotation. Brilliant!
Each day we would connect with Diana to learn what restaurants were on deck, examine menus, and make our dinner reservations. And the app only showed what was available day of so there was no confusion. The first night we dined on sushi from Sen-Lin, the next was a tasting menu at Cocina de Autor, and so on. We had the full Grand Velas Riviera Maya dining experience, which is out of this world.
Managing Guest Safety
The resort has 510 guest rooms. During this time, the mandate is 30% occupancy. Their strategy to keep safety and good business top of mind was impressive. Grand Class is the only building currently open with a 30% occupancy maximum. Once that is reached, they’ll open Ambassador, followed by Zen. I hope for Velas Resorts and the travel industry that this does not take too long.
While devouring a yummy lunch, we received the good news. Our suite was ready! Since we had our keys in hand, we went straight there. Had we popped by the desk first, Diana would have brought us to the room. Whoops. It’s tough to manage parents on a child-free vacation.
Outside of each elevator are touch-free sanitizers with signs asking guests to use them. Then inside the elevators are socially distanced stickers instructing where to stand and limiting the amount of people. The stairs are also an option, which is always a win when heels aren’t involved. The interior of Grand Velas is covered, open air (to put it simply). When you’re walking to and from your room, in between restaurants, and other services, a mask is not necessary. Again, wear it if you choose. We did on the first day for extra safety and to test our comfort level.
Clean Suite Guarantee
A 100% sanitized sticker was on the door of the suite. This guarantees that we would be the first people in our space after it was cleaned and sanitized. In the room was more hand sanitizer and travel wipes for our comfort. What more could we ask for? But there’s more. Behind this door was a spacious, well-appointed suite overlooking the ocean, and a private balcony with a plunge pool. The standard Grand Velas welcome bottle of Mezcal was begging to be opened. If we must… Dip the cut lemons into tajin and voila.
One thing to keep in mind. It’s not a big deal, just something to plan for. The sanitation guarantee means luggage will not be delivered to your suite before you get there. I’ll admit it – I’ve been spoiled by luxury travel. It’s nice to have your luggage waiting for you. But this is where we weigh priorities. Ultra sanitized guarantee and a five minute luggage wait (if that) is a minuscule trade off. Had we waited for Diana, I’m sure the luggage would have arrived while she showed us the suite. This is a highly coordinated dance and we changed the music mid-step.
Final Score
We stayed at Grand Velas Riviera Maya for three nights, went to Yucatan for a few days, and then came back to stay another two nights. Both visits were consistent with service levels and new safety protocols. Each part of the stay was incredible. There was noteworthy creativity properly executed to maintain the full guest experience. The team at Grand Velas deserves massive celebration for all of their hard work. I can’t recall a time we didn’t see someone cleaning or sanitizing. It was a nonstop effort. David and I not only felt safe, but genuinely cared for. Each employee at Grand Velas showed gratitude for our visit. Meanwhile we were continually expressing our own thankfulness for their service. All of the positive energy we exchanged was powerful. This was the most fulfilling vacation we’ve had in years.
There’s more to talk about including spa treatments and activities, but that’s for another day. Today I’ll leave you with this. Mexico is still welcoming travelers from the States. If you feel ready to travel, Grand Velas is waiting with smiles.