Hyatt Ziva Riviera Cancun

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

Haris Khan

**Disappointing Experience - Generous 3 Stars** I recently stayed at Hyatt Ziva Riviera Cancun, which is advertised as a five-star resort, but I would generously rate it three stars. Here are some key points from my experience: 1. **No Beach**: Despite being a coastal resort, there is no beach. According to the staff, there hasn't been a beach for some time. 2. **Non-Existent Service**: The service was extremely slow. Expect to wait hours for your food. 3. **Mediocre Food**: The food is edible but nothing to rave about. 4. **Inadequate Room Conditions**: We stayed in an ocean-view room. The air conditioning was hard to balance – it was either too hot or too cold. Although the rooms were clean, they had a strong smell of mold. 5. **Ongoing Renovations**: The resort is undergoing renovations, which added to the overall inconvenience. 6. **Misleading Water Park**: The so-called water park is essentially a small kids' pool with a couple of water slides. This pool was always crowded, and the water didn’t feel clean. 7. **Lack of Halal Options**: We booked this resort because we were told they offer halal meat options. However, upon arrival, the staff had no idea what halal was. 8. **Overpriced Essentials**: If you are planning a stay, please stock up on sunblock, medication, etc. For context, they are selling 170g of sunblock for $40.00 USD. Overall, I would rate this resort a 3 out of 10.

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

Matthew Van Fossen

UPDATE: I have now been back for 2 weeks. I still have stomach bug from the bad food they served during the hurricane. I have missed a week of work now. - I cannot express enough that you should never go to this place ! I do not leave reviews but this place is so bad I felt I had to. Currently staying here this week. It feels like the hotel may be going out of business. The place is literally falling apart. Holes in the celling, plaster galls on your head, stores being shut down and remodeled. Swim up bar being closed most service does not start until 11 am. No entertainment during the day what so ever. They pulled the volleyball net down for some reason the beach washed away. I have come to CanCun area for over 30 years this place is a joke I have no idea how it got its 4 star rating or how Hyatt could put their name on it. I stayed at planet Hollywood 2 months ago which is rated much lower and it was easily 10x better. I'm not even sure how you can fix this place the property in general is very bad. The staff service is horrible their favorite word is NO. I would be surprised if this is a 2 star hotel. Do not come!

Jim Archer

Kind of knew it was going to be an awful place based on other reviews but we had no choice given the time frame to change etc. The bad reviews were spot on. Place if falling apart. Restaurants have zero air flow. Super hot waiting for 1 to 2 hours for food. The advice I would give is get a cabana at the pool. The cabana service there was great. The pool food you can order w a cabana was essentially the only thing we ate. Breakfast buffet was marginal at best. The buffet for the dinner was horrible w cold food that is supposed to be hot. Would never come back. The liquor was watered down. Only 2 types beers available. Rooms were so hot. Had to switch rooms when the ac would only keep it at 81. Would not recommend this place w the shape it is in.