Hyatt Ziva Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 10355 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Unbearable Racial Profiling and Hidden Fees

    Reviewed by SpelRenee(Nashville, Tennessee) on May 16, 2021

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I would like to say that I had my heart set on having a great experience at the Hyatt Ziva. We were there for a wedding, and had over 50 attendees in our party. The consistent hidden fees and racial profiling made this a very unbearable and hurtful experience. The first experience was upon arrival and they told us that we would have to pay an extra $225 per night because our reservation stated it was for one person due to a restriction between hotels.com and the resort. I specifically entered 2 people in the reservation. It was not cheaper than the Hyatt's direct website so I had no reason to question the reservation. I only went through hotels.com for my credit card perks. We valeted our rental, and upon the first time handing them the ticket they accused us of having the wrong ticket and car, and forced my partner to give copies of his ID. We had the rental documentation with us and everything and still got harassed. Our room appeared tampered with daily, beyond normal housekeeping. They fined us a $500 smoking fee for having a cigar and cup with ashes in the room. This was from the rehearsal dinner in which the hotel made cigars on site. I brought the cigar back to the room for later, and even with this explanation they still charged us. They also accused us of potentially having illegal substances. We were not smoking or had any illegal substances in the room. I would recommend not making accusations of this form without proof. It is unprofessional and unkind. I was appalled by the consistent accusations that were criminals of some kind. The only error, outside of staying at this hotel, we did commit was having more than 2 people in a room at a time; which we were not aware was a rule. I've never stayed at a hotel where you couldn't invite family and friends into your room. We went to another guest's room earlier during our stay, and the concierge did not say only 2 people in a room, so we had no reason to think we could not have guests in our room. I work exceptionally hard, I spent almost $3k to be at this hotel for 4 nights, and I expected to have an amazing respite. Instead, I spent part of the trip and return in tears feeling profiled & attacked. I am a healthcare worker and my partner has had major health issues due to being a kidney transplant recipient. We really needed this break after all that has happened this past year. Instead of receiving luxury and VIP treatment I felt like we were treated like criminals. I will say that the resort is beautiful, the service outside of what was stated above felt loving. I don't appreciate our treatment at all.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-1

    Value

    Value-1

    SIMPLY AMAZING

    Reviewed by Explore00344051291(Gurnee, Illinois) on May 15, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Amazing resort, great service, food, drinks and facility highly recommend! Came here for my 5 year anniversary and got the adults turquoise, the butlers were awesome they made sure we had everything we needed. This resort is definitely worth it! Will be going back

    Hyatt Ziva is an amazing expeience

    Reviewed by Jona B() on May 15, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    If you like to be treated with kindness and appreciation, this resort is for you. Plus, the food and drinks were fantastic, expecially the Italian restaurant. I highly recomment the Zurf and Turf cinner on the beach---beautiful and yummy.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Birthday trip

    Reviewed by spettit426() on May 15, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Stayed in turquoise but enjoyed all areas of resort. Great nightly entertainment and restaurant. Amazing spa amenities. Highly recommend-felt like two properties in one. Butler service was quick and met all our requests.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Perhaps not worth it for the price.

    Reviewed by gogaels95() on May 15, 2021

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Let me start off with the positives: this resort is absolutely stunning. You really won't find many hotels with nicer amenities and views. The location is absolutely perfect. Truly unbeatable for the cancun area. As beautiful as it is, the employees are the true star at this resort. Every single person was very nice and made as feel at home. We had great conversations with almost every waiter we had during our trip. Now for the cons: this hotel is very pricey. One of the highest priced hotels in Cancun. When you see the views and location you see why it costs so much. However when you book a vacation at this price you expect perfection. The biggest flaw is the food. None of it was bad but only one or two meals were genuinely good. All of the food was "buffet" quality at best. The best meals we had were outside of the resort forsure. Another con is that every waiter is constantly trying to sell you the lobster which costs extra. We got bugged about it almost every night. The last con which was really annoying was the smell of the rooms after they were cleaned. The smell of the cleaner is extremely strong and gross. It makes the room unbearable until the next morning. Overall we still had a great time and I think the resort would be close to perfect if they just updated the food service.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-3

    Service

    Service-4

    Value

    Value-1