Hyatt Ziva Riviera Cancun

Haraish

This is a beautiful resort. It is close to the airport and is well maintained. Food is very good, especially the French restaurant which, surprisingly was our favorite. I can see why some of the comments from other reviewers are less than stellar, however, my experience is that once identified, the resort works with the guest to have them resolved. Thanks to Thomas, Jacqueline and Abraham for going above and beyond to ensure we enjoyed our stay. The staff were amazing, pleasant and friendly in our interactions. This is a quiet resort, so if you are looking to party, another might be better suited. Restaurants are open every other day, so be warned, but we never had issues finding something that was tasty and available. This is the low season. The beach is under renovation, so closed, but even when reopened it will be limited. However, there are many beautiful pools which are well maintained, so it is never difficult to find somewhere to relax. If you are looking for a quiet, relaxed stay, with good food, friendly people, and good amenities this might be the resort for you.

Tina Zhou

We accidentally booked the Hyatt Ziva Riviera instead of the one in the hotel zone, and we are so glad we did! From the moment we arrived, we were treated with the most sincere and kind service. After reading some negative reviews, we were a bit apprehensive, but our experience was completely different. The staff went above and beyond to ensure we had an amazing stay. It’s unfair to blame things like condensation leaks or weather conditions, which are often due to off-peak season travel, on the hotel itself. We also found the beach to be lovely—not small at all! I watched a beautiful sunrise there, and the staff did a fantastic job cleaning it every morning. We had a wonderful time, and we love Mexico, Puerto Morelos, and the amazing people who welcomed us. Thank you!

JOHN MORROW

Just got back from a 5 day adult getaway. This resort was awesome as usual, definitely more little kids and teenagers than our last 3 stays here. All of the staff were amazing and very helpful at all times. The rooms are clean and spacious . The beach area was limited due to recent storms but all the pools are great, especially the main pool with the swim up bar. Restaurants were all great as usual, you can always find something you like. My wife has a gluten allergy and all of the servers at each restaurant took it very seriously and provided her with options. The breakfast buffet is plentiful and also had gluten free options. There were activities at the pool everyday and each evening in and around the main areas . One thing I didn’t like this time was they turned the sports bar into a teenage hangout zone during the day til 5:00 . We got there on Sunday and weren’t able to watch the NFL games like last year, if we knew this we would have come on Monday. They need to move the teenager hangout area somewhere else because all the kids still come in all night and it gets so loud with the air hockey table right behind the bar stools , it’s ear piercing ! The bartender even had tissue stuffed in his ears, it was so bad we left and never went back here during our stay. One other negative we have noticed since our first stay 3 years ago to this stay is the liquor selection has decreased tremendously , the liquor selection went from everything top shelf vodka , tequila, gin etc to the basics like absolute and patron. They even used to do a free tequila tasting event in the lobby which they now charge $39 for and they had mixologists in the lobby bar each evening making fancy drinks to now just regular bartender making basic drinks. We were told all the mixologists were sent to the downtown cancun Hyatts. Also they used to put snacks in your room in a slide out drawer which they no longer do , which isn’t a big deal but wanted to note that as another cutback they have made . Place has lost its flare that once made it a higher end resort for sure, but it’s still a fun and relaxing getaway for us . We will definitely be back so Hopefully they make some changes back to the way it used to be.

Brooklyn Baby

Positives: -lovely hotel -spacious rooms -plenty of food choices -courteous staff Negatives -check in was abysmal! Seems to me the 3pm check in was a guideline. I didn’t have a room until close to 6pm. This was after they gave me an uncleaned room. My mother also experienced being checked into 2 uncleaned rooms. The first one was a room where the guest was still on the grounds. She saw wallets, clothes and money strewn about. Thank God the guest didn’t come and find her in their room. -no daytime engagements. The beach is trashy and rocky so guests stay on the resort grounds all day. There are about 4 pools but only one that attempts entertainment (water aerobics for about 10 minutes). After that guests are on their own. Kids have 1 activity a day like a bouncy house and bungee jumping - no offerings for other activities Thankfully we met some folks who have been to Mexico more than once so we were able to go out and see the strip but other guests stayed in the pool. A vacation by the pool? No thanks I need options. A shuttle to town wouldn’t hurt. -fabric softener Towels are rough and worn out. Washcloths are rare so hide them if you get any for your stay - food is hit or miss Mexican restaurant surprisingly had the worst food options. Asian restaurant was good as well as the daytime eateries. Other small things like broken sink fixtures, tub didn’t hold water, if you’re afraid of wildlife they have iguanas, lizards and I believe lemurs

Hiyam Ghabbash

I had an incredibly disappointing experience at Hyatt Ziva Riviera Cancun. Here are the main issues I faced: Pool Bar and Snack Service: All the pool bars close at 5:00 p.m., and the pool itself closes at 8:00 p.m. This means from 5:00 p.m. to 8:00 p.m., there is no service for drinks or snacks, which is very inconvenient for guests who want to enjoy the pool area in the evening. Room Service: At 11:00 p.m., I ordered some fruit and a Caesar salad with chicken. Shockingly, it took 2 hours and 15 minutes for the order to arrive, and I received it at 1:30 a.m. Despite multiple calls and visits to the reception, the response from the staff was dry and rude. They claimed room service takes a long time due to many orders, which seemed untrue as the resort was nearly empty. Regardless, it's unacceptable to take over 2 hours for a simple order of fruit and salad. Moreover, the fruit was not fresh, the lettuce in the Caesar salad was almost not fresh, and the chicken was not fresh at all. My stomach hurt the next day because of the chicken. Staff Attitude: The reception staff, especially at night, were incredibly rude and unprofessional. They did not handle the delay issue properly and lacked basic customer service skills. In general, the staff seemed disinterested and unwelcoming, with few smiles or friendly interactions. Room Condition: The room was beautiful but full of ants. This was especially concerning for me as I am allergic to ant bites. The sink, bathroom sink, coffee counter, and the counter where we put all our bags were covered in ants. Lack of Entertainment: I noticed in the reviews about the place that there are offers at night for entertainment, which is crucial since the place is very far from the main street and almost in the middle of the forest. It's hard to get out and go anywhere, so after dinner, they need to provide some entertainment to engage guests, especially on weekends. Closed Restaurants: Some restaurants were closed during my stay, and when I asked why, I was told it was due to the low season. This is unacceptable for a five-star hotel. It means that if guests come at other times of the year and it’s not high season, the hotel doesn't care about providing a full Experience. Overall, I was very disappointed with the service, conditions, and lack of amenities at this hotel. I do not recommend staying here if you expect timely service, courteous staff, clean rooms, and proper entertainment