Wonderful family vacation coming out of Covid suppressed 2020. Really glad we came here as PV seems to be a vacation ready area. Yes you have to wear masks in some areas of the resort but outside on Hyatt Ziva property no masks required. Accommodating and everyone is helpful. We found all employee encounters were pleasant and all servers and chefs went above and beyond.
We’d like to recognize Oscar and his team at Pureza for serving up wonderful special diet requests. Our servers Joel, Martin, and Saul were excellent in accommodating our meals for our child. Oscar is very attentive and is interested in making sure each visit is top notch.
Poolside was great. Arturo tended to our needs and took very good care of us. He was eager to please. That guy works very hard! Made staying outside by the pool even more pleasant.
It was our 10th wedding anniversary and the Pureza team even served up a custom desert on our special day.
The kids club team was really good at keeping a group of kids including our child busy with activities. Fernanda and Jessica were awesome and as parents we were really glad the kids club service was an option.
Jul 23, 2021
This trip was amazing! The staff were all friendly and nice. Especially Juan the bartender from the pool bar! This is my 4th time here and I can’t wait to be back! Food was good… drinks were awesome. Thanks Juan and team!
Overall good trip!
(Overland Park, Kansas)
Jul 22, 2021
Have stayed at other Hyatt Ziva resorts. This one was a great one. Had a great time considering the Covid restrictions. But you have take that into consideration before you get there. Beautiful views and excellent service. Jose was our favorite bartender/server by far! He always went above and beyond! Enjoyed having breakfast at Blaze early in the morning before everyone got there.the Italian restaurant was good, but took awhile for food. Tried again and was better! Overall very friendly and helpful staff. We had a great time and will be back next time we are in Puerto Vallarta.
Can't be Beat!
Jul 22, 2021
Almost everything has been perfect at the Hyatt Ziva. The food has been some of the best I've ever had. The staff has been great (except for a few distracted waiters), and the beach and area are perfect. The hotel rooms are a little run down but they are still nice and clean. We just finished an included jungle hike with Omar and Alberto and had a great time. We're headed to use the paddle boards and kayaks available at the resort. We're planning on coming back again in a few months with our kids this time since this is a great base to enjoy beautiful Mexico and the authentic Mexican culture of Puerto Vallarta
Great Location, Lovely Views, Bad Customer Service
Jul 21, 2021
Overall it was a customer service issue. The resort itself is very beautiful and the rooms and views are very nice. However, during our 5 day stay we had multiple customer service issues. I will list them here:
1. Room Service: It was hit or miss. Sometimes it arrived within 30 minutes, but other times we waited over an hour for only coffee and juice. One time I called and they didn't have any coffee left. Additionally, the system of phoning the room to ask if the room service came was very annoying. The phone would ring every time, and most of the time we had to tell them no, it wasn't here yet. This seems like a flawed system that puts unnecessary interruption upon the guests' stay.
2. Wait at restaurants: On two different occasions, we had extremely long wait times for service. Once night in particular, at the Italian restaurant, my entire family was sitting together for our family meal. It took nearly 10 minutes for someone to come by and greet us. Then took another 20 minutes to receive our wine. The appetizers and salads came out very slowly. After 2 hours of sitting down, we had not received our entrees. My dad needed to get up and head back to his room due to the long wait in the very warm dining room (the air conditioning was not sufficient at all).
3. Lack of staff attempting to remedy the situation: During the 2 hour dinner ordeal, no a single staff member approached us to let us know what was happening. They would say things like, it’s coming soon, but that’s it. I understand if they are short staffed, but if that is the case, do not sit people in the restaurant. It would have been better if the host had told us they we’re backed up and food would take a long time, because that would allow us to visit another restaurant instead. At the end of the dinner, we had to pay for 3 bottles of wine. We asked if they could cover the cost of one or some of these bottle due to the terrible service, but they said no.
The resort is lovely, but after the customer service issues we experience, I don’t think I would be able to recommend this resort to friends or family.
Additionally, we had booked for a car to transport us to and from the hotel. It said there would be beverages available, but there were not. And our car to bring us back was late.