One of a kind property - beware of club at the base of the North wing (ocean view rooms)
Reviewed 21 July, 2021
Loved this property! Amazing and truly breathtaking. Only downside was the day version of a nightclub just below our room. The very loud music started about 1pm each day and didn't stop until 7pm. Taking a break from the pool to enjoy our room was pretty much impossible. the only other thing worth mentioning is that the highway from Cancun is under construction and we could not get a taxi from the airport. Be sure to arrange transportation before arriving.
Such a great place!
Reviewed 20 July, 2021
Excellent service. Beautiful facilities. Room was comfortable, beautiful views. Love the architecture: simple, industrial, clean lines, and great light. Food was delicious. Orlando, our breakfast guy, was very attentive. The pool service was also wonderful. My son enjoyed the camp during the weekdays so much. Would go again for sure!
Amazing service and hotel
Reviewed 20 July, 2021
I was part of a film crew that stayed at the Grand Hyatt. I worked with Rebeca daily on various needs and requests and she was amazing. She was incredibly responsive and was a pleasure to work with. She was accommodating with anything I asked for and always did it with a smile on her face. I would work with her in a heartbeat and I loved having the Grand Hyatt as home base. It is a beautiful hotel, clean, great architecture and food. The spa is also incredible and I highly recommend it. I have been telling family and friends and will definitely be back!
Stolen shirt, dirty room, no kids club, no information about the city
Reviewed 19 July, 2021
The hotel itself is very beautiful and in a very good location, but the service is way beyond expected by a Grand Hyatt.
In the day we arrived, they offered us a room while ours way being prepared. We changed clothes and went to the pool and our stuff was moved to the other room by the maids. In the meantime between the rooms, my husband's shirt was miraculously 'lost'. No one saw it, it just disapeared. During several days, the manager tried to find it, but he didn't have any sucess. This upset us a lot, because we were not in a hostel, but in a 5 star + hotel, by one of the best chains in the world.
The cleaning in the rooms was a complete disaster. Most days, at 5 p.m, the room was not cleaned yet and they never changed the sheets or left enough towels. Every single day I had to ask for towels for 4 people and not 2. It took around ONE HOUR AND A HALF to arrive, even after two or three calls. No toiletries were reffiled nor glasses or cups.
In the first day, we had coffee and the cup was left there without washing or changing for the whole eight days. It was not only gross but also we could not have coffee again. I believe I asked to change it five or six times. One day, we ate at the room and there were bread crumbs in the floor. We left there to see if the room was cleaned or not - it wasn't. It stayed there for four incredible days.
The activities at the hotel are ridiculous. We payed for a sushi class believing we would learn to do something, but all we did was an avocado roll. The whole class took 15 minutes, even the kids thought it was not nice. It also began 35 minutes late, after we went to a lot of places because no one knew where the class was. The kids club also does not offer any activity for them, but the hotel website does not say anything about that. I was sure my kids would have something to do if it rained (what happened during five days), but there was nothing to do. We had to stay in the (dirty) room playing videogame.
The rain was a huge problem, since most of the passages is not covered and they do not have more thatn a handfull of umbrellas. We had to leave the hotel in the rain many times.
I asked for a lot of information in the front desk and no one knew nothing. Nothing about restaurants, nothing about day trips or even attractions. Where there is a pizza place near here? It there any cenote that we can go with kids? Is Xcaret near? I do not believe they did not know those answers.
In the pool, it is impossible to get a chair with sea view. The employee who takes care of the towels DOES NOT LEAVE you use them except if you pay him a tip. One day, I went at 8:10 to the pool and there was ABSOLUTELY NO ONE there to take a chair and he said to me all of them were reserved already. When I asked who was there so early, he said they were in breakfast. I replyed that it was impossible, because there were not 14 people in the breakfast room and he said it was a full family. After that, he took some belongings from the hotel and 'saved' the chairs to pretend that there was people there. This is an absurd!!!!
I have to admit there the people in the breakfast room and also the employee Samuele mande the difference in our stay, specialy him - he was always kind and made our stay much better.
We reeally liked the hotel, the location and the room, but we do not intend to stay there or recommend, The staff has to be much much much more trained to get to the level we expected from a Grand Hyatt.