Hyatt Ziva Riviera Cancun

DO NOT stay here!!!!! My Husband and I had a beautiful stay at Hyatt Ziva Cancún, which was our reason for booking this property for our daughter’s spring break. We had no complaints at the original resort and assumed this stay would be similar. The original property was beautiful, amenities were fantastic and the food was really good. Unfortunately, We would NOT come back to this specific resort or recommend this location to any family or friends. We booked a room with butler service. We are currently 3 days into our stay and have not seen or heard from our Butler since check in. Additionally, pool accommodations are atrocious. We requested an umbrella which wasn’t being used be brought over to our poolside beach chairs and were told no by staff. Exactly one hour later, my husband and I watched the exact same wait staff take the same umbrella over to another guest. After stopping this wait staff to ask why we were told no, we were met with nothing but excuses. Trying to obtain amenities at the pool was like the Hunger Games. I counted 20 umbrellas at the pool today with nearly triple the beach chairs. Needless to say, the sun and heat without shading made for a pretty miserable experience. The food/ terrible. Nothing else needs to be added. As mentioned before, A large party of approximately 250 guests rented most of the cabanas for two weeks and locked down two of the main restaurants on the property. This meant the remaining guests at the property paid full price for amenities they were unable to take advantage of and no mention of this was made by staff. Spend your money elsewhere!!!

Poor service. Horrible food. No Beach. Pictures were deceiving. Been to numerous Hyatt brands and love them all except this one. Very disappointed. The bars by the pool were understaffed. Two restaurants were closed and were the main ones my family usually eats at the Steak restaurant and the seafood restaurant. Steak were raw when we ordered medium. Not much choice selection for the kids to eat.

We were very pleased with the small feel of the resort and the staff were all very attentive and amazing. Beds were comfy, ocean views from our balcony were worth every penny. Lots of bars around the pool to choose from and even and outdoor lunch buffet. I would have liked if the bar near the ocean was open to all resort patrons instead of reserved for a special group, but they did have bar staff come down with drink orders. Great resort if you have kids, but I will probably choose an adults only for my next relaxing vacation.

Let me start off by saying this is not a five star hotel, it’s not even four stars. The hotel is beautiful, the amenities and designs all speak of a new hotel. I read many reviews before making the reservation, which is why I am so shocked by the problems we encountered. We were so excited for a relaxing experience and instead got discomfort, disappointment and runaround by staff and management. Perhaps the biggest problem is that they’re over capacity because they are renting out best portion of the resort in terms of view of the ocean and pool and access to amenities plus both outdoor restaurants to a large group that are here celebrating Passover. Those parts are off-limits to the rest of us. This has made many people angry because the limitations are causing many problems. This means that the resort already has 2 fewer restaurants for the rest of us. The only time I had to line up for a while to get to a restaurant at a 5-star resort was due to covid limitations and even that wasn't as long. Food options are too few and line ups are long, especially the breakfast buffet. Most mornings so far after a long wait at the line to enter the buffet we are told they are at capacity and we should go somewhere else. They tell us they have no more tables where you can clearly see inside at least a quarter of the place is empty. That is if you can find a hostess to tell you anything. Another glaring issue is that there are not enough umbrellas for everyone. As you can imagine specially in this heat and direct sunlight, this is not just a matter of comfort and convenience, but it is a necessity to avoid getting heat stroke. We were told that we have to get up very early to find ourselves an umbrella, which we did, waking up every day at 6 AM only to find that almost everything is already taken. When we do find an umbrella and put our stuff on the seats around it to reserve it, so to say, it’s often stolen by staff or other patrons. I don’t know about everyone else, but my idea of vacation is not to wake up at 6 o’clock every day to go find an umbrella to then have it stolen by someone else. This happened to us 3 times so far. We have been here four days. If however, you fail to somehow snatch an umbrella, then you have to run around all day trying to find shade for short periods of time or be inside. As for the activities, the kids club is dead, and nothing goes on there. We were excited about the water slides, but came to see it almost dead and empty without many kids. We found out that two out of three slides don’t work and the third one barely works, which is why no kid wants to go there. There is little water in them and the kids kinda have to push themselves down, which according to them is no fun. Other than a short aerobics in the pool sometimes there is basically no other activity for adults. Food quality is low, and variety is scarce. Though I must say the French restaurant which is adults only is pretty good. It’s nothing like your typical five star resort. Think about it, what they call guacamole is just crushed avocado. No salt, no lemon, nothing. Just avocados. The drinks are quite watered down, and a big disappointment, because there’s barely any proper mixed drink made. Most drinks are made with ready-made syrups that are overly sweet, reek of artificial flavors and colors and just leave a bad taste in your mouth. Sometimes though get get an orange juice that is better than the rest and you can get a decent mimosa. I was excited for margaritas but they are made with really low quality syrups which leave a metallic taste in your mouth. Forget about asking for a spicy margarita, there is no heat. There are many people who were unhappy and complaining when I want to speak to the manager regarding the umbrella situation. Some even chose to leave early and go to a different resort. The staff, though friendly, seem entirely overworked and at the same time disorganized. I put this all at the feet of the management, service is bad and the staff don’t really know what they’re doing half the time. Imagine this the breakfast buffet waiter that is there every day didn’t even know where the spoons were kept. I have been to many five-star resorts in Mexico and other places such as finest, dreams, excellence, and secrets, and this is by by far the worst vacation experience I’ve ever had. Here, essentially your left to your own devices to find whatever you need and there is no one to help most of the time. So book at your own risk.

expresses extreme dissatisfaction with our five-day stay at the Hyatt Ziva Riviera Cancun due to significant issues stemming from a private events held throughout our stay. The primary complaint is the complete inaccessibility of main hotel amenities, which was not communicated prior to arrival or at check-in. This severely limited ourability to utilize expected facilities and diminished the value of their stay. Further compounding the issue was the rude and inconsiderate behavior of the private event attendees towards other hotel guests. We were disappointed by the hotel staff's lack of intervention and support in addressing these interactions and the general inaccessibility of amenities, leading to a feeling that regular guests were disregarded. In addition to these major concerns, there were several service failures: limited mocktail options and unavailable snack items at all restaurants, consistently delayed room service orders, and excessive delays in receiving food orders at restaurants. These issues collectively resulted in a frustrating and disappointing experience that fell short of the our expectations for a Hyatt hotel.