TripAdvisor Traveler Rating

Horrible stay Ac didn't work for the duration of my stay and the food there had no flavor . 1 elevator worked out of 3 for a full capacity hotel. Horrible experience

We were here over christmas and it was absulutely the worst hotel experiecne I ahve ever had. Checking in was fine, we were assigned room 443, whcih unfortunatly was a hot mess- the air conditioning didn't work, the toilet was chracked and leaking all over the floor, the safe was inoperable, and housekeeping forgot to give us soap or toiletries. After multiple visits with the front desk and meeting and showing things to maintence, a total of about 5 hours of our trip wasted, the agreeed the air conditioning was not working and didn't know how to fix it, and the toilet was cracked and leaking. Hosuekeeping brough us towels, and the rtepair man replaced the safe. However, it was 85-90 degrees plus humidity inside the room, and we and the childrne were unable to sleep well. the front desk after mutlip[le askes agtreed to move us to a working room the following day but were unable to upgrade us, even at cost to a room with air conditioning. The room we moved to the following day smelled like urine, and did nt ahve hot water int he shwoers or sink. The food was ho-hum, tolerable, but not what I would expect from a hyatt propterty. At breakfast the first day, in the world cafe, my children were swarmed by aboit 30-25 bees, and it left them in tears. We tried to go inside to eat at tiki taco, but also found theor air conditining was also not working, and it was roasting inside- upwards of 90 degrees. overallt he xepreice was one of the worst travel/ hotel experiences to date, the prioperty was not up to hyatt standards. There was one working elevator for 18 floor, so we often schose to dp the stairs or ride in the decrepid service elevator. Had we paid 1-200 a night I would chalk it up to "mexico" but at 525/night, it was a hige disappointment, and am rewriting this review to avoid using profanity, though the property deserves it.

The property feels very sad and clearly has seen much better days. The overall condition is worn and neglected, and it desperately needs a full upgrade and remodel. I was especially concerned about the children’s water park area — one of the slides was visibly rusted, which did not look safe at all. I actually took photos because it was that alarming. See the attached photos. The food was also extremely disappointing, about a 3/10 at best. What made it worse was discovering that the sit-down restaurants were serving the exact same food as the buffet. I confirmed this directly with a restaurant employee, who told me it was identical — just plated differently. That was very frustrating and made the dining options feel pointless. My room was another major issue. The air conditioning never worked properly and stayed stuck around 23–24°C. I called multiple times, and each time I was told it had been fixed. However, every evening when I returned and tried to cool the room to sleep, the AC still did not function. This went unresolved for my entire stay. Overall, I would not recommend staying here unless the property undergoes a significant renovation and improvement in maintenance, food quality, and guest service. As it stands now, this hotel does not meet even basic expectations.

DO NOT BOOK THIS HOTEL!! Total waste of money!! The front desk cannot care less about you or anything you need. They say they are a family hotel but don’t give a crap about or your kids. They will just smile and nod until you go away. Total disrespect !

While the resort itself is dated and the amenities are average, I want to give a special shout-out to Emmanuel at the Marketing desk. We had the opportunity to chat with him across from the check-in counter, and he was wonderful. He is highly knowledgeable about the hospitality landscape in Mexico and offered us valuable advice. His professional demeanor and perfect English made our interaction seamless and enjoyable. Thank you, Emmanuel, for your expertise!"