Playa del Carmen

Fady Basta

I recently stayed at the Blue Bay Grand Esmeralda resort, and I have to say that the highlight of my experience was the outstanding service provided by Andres Eduardo, the VIP Supervisor. From the moment we arrived, Andres went above and beyond to make sure every detail of our stay was perfect. He was always attentive, approachable, and genuinely dedicated to ensuring we felt welcome and cared for. Whether it was arranging special requests, answering our questions with patience, or checking in to make sure everything was going smoothly, his professionalism and warm hospitality truly stood out. Thanks to Andres, our stay felt personalized and stress-free. It’s rare to meet someone who combines efficiency with such kindness, and he truly embodies what excellent customer service should be. Blue Bay Grand Esmeralda is lucky to have him, and I highly recommend anyone visiting to connect with Andres for an exceptional VIP experience.

Tracy Henderson

I just wanted to take time to give praise to our waiter “Fernando UC”, all the staff were great but Fernando stood out. He went above and beyond and he is so friendly and happy all the time, his laughter is contagious. Fernando made our dining time all the more enjoyable, can’t thank him enough!

San Dip

I don’t understand why so many negative reviews on this resort. We stayed BlueBay grand Esmeralda with our two kids. Upon check in we upgraded our rooms to partial ocean view $300 cad to be closer to the ocean and main pool. Its well kept good room nice view but, i don’t mean other basic rooms are the same. The food was amazing we enjoyed until last minute of our stay. Very friendly staff from kids club to bar tenders to servers to reception good people. The ocean though it’s not swimmable. The entertainment was also is okay except the music selection. Overall for the money we paid it was a great deal.beautiful landscape too.

Elisha Joseph

The service was impeccable especially at the restaurant jaal-ha, Miriam took such good care of us, catering to us without missing a beat, all with a smile, I felt welcomed and comfortable every single time I ate there. As well as all the other employees, they were all so pleasant and nice. Not a single bad experience here. I definitely recommend coming here for a vacation. I will certainly be coming back.

Tracy Moore

Do not waste your money had the worst service!! Buildings are old the toilet came right off the floor and we had to change rooms at 3 am in the morning. They had a night they didn't have enough food for the amount of people they had, for the buffet. Then we book the steak house for our last night. We purposely did not eat lunch as we were looking forward to the dinner. When we get there they tell us there is no steak house just the regular buffet. If you make changes inform your guests. Lastly it seemed they pulled a scam. The Day before departure, I went to go return the two beach towels. I was supposed to get a card But the gentleman in the towel booth did not give me a card back I asked is there not something else I should get or do you mark down a room number and he told me no So then the next day we go to check out and we don't have the towel card and so they charge me $60 US for two used shitty brown towels that I didn't even get to take home with me To argue That I asked the man in the towel booth and he told me there was nothing else I needed to do. The manager came out because at this point, I was clearly upset and told me if I don't pay it they're holding my luggage hostage so I can't leave but They would kick me off the property so at this point because the bus was getting ready to leave. I had no choice but to pay the $60 US which equals $99 Canadian I will never ever give blue Bay grand Esmeralda my money. Unbelievable. I honestly hope people really listen to this that it really was a pretty crappy place. Go spend your money elsewhere. You'll have a much better time.

Dawn Jennings

This newly acquired Hyatt property provided a good trip for our adult family.We had three rooms in our group and ranged from 70s to 20s. Room size, room service, and waiter staff was amazing. Each person we encountered for meals provided top service. Be advised it is always better to make reservations to ensure your party has your preferred dining location/time. Most meal locations standard resort level food, except for Deamlo, Spice, Aziana where the best for the all inclusive options. If you want a 5 course experience they have a few for additional charge. The pool on party side was always a fun vibe. But if you prefer there is a quite pool side as well. CON: - you gotta make reservations but at the time of my stay there was no way to do it online - at every turn we were being offered upgrades or asked to sign up for more and more extras. I grew tired of the sales pitches at every turn. - Swim-up bar staff was horrible and rude. That was the only location the either disliked Americans or only took your order if you showed them tips first. - this location at the time of my visit had a small short beach.

Regina Roberts

I recently stayed at the Hyatt Vivid Resort in Playa del Carmen with a large group, and while the resort itself is visually stunning, several issues with service and organization made the experience less enjoyable than expected. Pros: The property is beautiful—modern design, lush landscaping, and breathtaking ocean views. The adult-only atmosphere creates a relaxing, peaceful environment, especially during the day. It’s clear the resort was built to impress aesthetically. Cons: Unfortunately, customer service was lacking across the board. Despite booking in advance and informing the resort that we were traveling as a group, we were not accommodated in nearby rooms—not even in small clusters. It was disappointing that there was no effort to at least group us in sections, especially after advanced coordination. Staff did not seem particularly solutions-oriented or empowered to address guest concerns. There was a noticeable lack of urgency or willingness to resolve issues, including problems with room assignments where the rooms promised or discussed at check-in were not honored. As an adult-only resort, it was surprising that the main bar closed at 11 p.m., and there were very limited late-night activities to entertain guests after dinner. The bars frequently ran out of inventory, which made even ordering basic drinks inconsistent. Additionally, the music selection lacked diversity, and didn’t reflect the variety of guests staying at the resort, making the overall vibe feel repetitive and exclusionary. Final thoughts: Hyatt Vivid has the foundation to be a great resort—beautiful property, adult-only setting, and prime location—but the guest experience suffers from poor service, a lack of flexibility, and minimal nightlife offerings. With improvements to staff training, guest accommodations, and after-hours programming, this resort could live up to the Hyatt name. Until then, it may not be the best choice for larger groups or travelers looking for a more engaging, service-oriented experience.

Alison Yellman

We had such a great experience at Hyatt Vivid Playa del Carmen! The resort is beautiful, modern, and well laid out, with plenty of spots to relax and enjoy the atmosphere. Everything felt clean, fresh, and thoughtfully designed. The staff truly made the experience—from the front desk to the bartenders and servers, everyone was incredibly kind, attentive, and hardworking. Special shoutout to Pepe from the entertainment team for bringing great energy throughout our stay! The food was impressive for an all-inclusive, with a solid variety and consistently fresh, well-made dishes. Drinks were great too, and the service all around was top-notch. The overall vibe was fun, relaxed, and social—perfect for a getaway with friends. We’d definitely come back and are already recommending it to others!

Julie Mueller

We recently spent 5 days here with friends to celebrate our anniversaries. The property is beautiful & well kept. All of the staff was super friendly & helpful. We stayed in a Jr. Ocean View Suite and the room was very clean & comfortable. My only suggestion would be to install ceiling fans along the interior walkways not only to keep guests more comfortable but definitely for staff. Some of them were even in long sleeved uniforms and it's way too hot for that. I would definitely recommend staying here!

Christopher Alfred

I enjoyed being able to walk off and visit the town ! My overall experience was good , however everyone else who was there kept saying how the quality was lower than what it used to be when it was under old management. I definitely didn't like how restaurants were not always open or they only had one open for dinner. The all inclusive at times felt useless due to lack of options for food , but if you are a drinker then you will enjoy it. The ground was beautiful have beach Access from the resort was always cool. Again being able to leave and walk around the town really negated most of my negatives.

David Middlemas

Stay here for 2 weeks in may of 2025 for our 10 year anniversary. After the second day we had a issue with the air-conditioning in our room and the hotel happily upgraded us to a suite free of charge. Had a great time and met some great people. The food was amazing, only had one disappointing meal in the Mexican restaurant. Evening entertainment was some of the best we've ever experienced while away on holiday. All the staff were really friendly and helpful. It's situated in a amazing location with loads of natural wildlife and we look forward to returning in the future.

Jenny Nguyen

For an all-inclusive hotel, it really isn’t all-inclusive. I’d understand charging extra for big things like wagyu or something extremely premium, but here it was the alcohol, the ice cream, and even a room service delivery fee. “All-inclusive” also excludes people with allergies. Do not go here if you have food allergies. I do think most of the staff did their best with what they had, but the hotel itself was lacking. My family stayed in the penthouse suite, which had two rooms and a hot tub lounge area on the roof. The jacuzzi was dirty and the canopy up there was moldy. The rooftop was an extra $400, but for what? There were two showers, but you couldn’t use them at the same time since only one would get warm water. When we first entered the suite, it stunk. The smell was putrid. We asked for the jacuzzi to be cleaned, but I’m not sure it ever really was, so I decided to clean it myself. The dirt that came off showed that no one had cleaned it in a while. Then I tried turning it on, only to find out it was broken. So we paid extra money for a broken jacuzzi we couldn’t even use. They eventually fixed it after we called a few times, but by that point we only had a day left. At one point, one of the locks on one of the rooms died, so my sister was locked out the whole night. Everyone else was already asleep, so no one realized until the morning. When we left for breakfast, the rest of us got locked out too. The only reason this isn’t getting a one-star review is because of the staff. Every server and staff member we interacted with was incredibly kind and helped to the best of their abilities. Truly amazing people.

Tanya Maturo

This is my second time at the Beachfront and it once again has exceeded my expectations. All the staff members are extremely attentive and accommodating. The food and service is incredible. A big shout out to the assistant GM Mercado, thank you for being so attentive, top notch, and just a real gem. Kevin with his incredible mixology skills, Lucas for always serving us with a smile and Stephen from the concierge services. A wonderful team and a phenomenal vacation . If you have never been to this resort, don’t hesitate just go! You will not be disappointed.

Jennifer Walker

We couldn't have had a better experience at this hotel. The rooms were clean, spacious and the grounds of this hotel were outstanding. All the staff were helpfull,polite and friendly. We would like to give particular thanks to the bar manager at bar 1910 - Ulises. He gave exceptional service, was friendly,professional and went out of his way to find answers to questions we had. His knowledge about drinks and cocktails was incredible. Thank you Ulises, you were certainly a positive impact on our holiday and a shining example of the staff at The Fives hotel.

Killian Coleman

The Fives was a beautiful place to stay. We went for 2 weeks and had the most relaxing time. The food was amazing and the staff and service was some of the best we have ever come across. Hector and Noe in the pool bar were the best barmen ever. They looked after us every day. Even if we felt a bit under the weather, they gave us something to feel better. Absolutely incredible guys and always service with a smile! Rooms were super and always well kept and cleaned every day. Entertainment each day was amazing and the guys on the entertainment team will keep everyone having fun throughout the whole day. A great place with even better people.