Edward
Room was ok, ventilation wasn't good enough especially in the washrooms, too humid and smells bad after days of staying, there were drain flies everywhere.
Service was ok at the beginning but was HORRIBLE half the time we were staying there. You have to request for room service on their app and they'd never answer the requests. We went out of shower gel, requested shower gel on the app and waited 3 HOURS with no answers AT ALL. I went to the front desk THREE TIMES just to ask for more shower gel and they ended up giving me the wrong item THRICE, how am I supposed to shower with body lotion??? Brought it back to the front desk and requested for a change and still got the wrong item......Tried asking the person who delivered the items and they either don't understand what I needed or they just said no to everything. We ended up showering with shampoo. They didn't send the shower gel until the next afternoon.
Food was okay overall, avoid consuming anything raw as they could give you diarrhea for days. Don't expect anything from the Asian restaurant. Service at the Mexican restaurant was HORRIBLE, we sat there for 40 mins and no one, NOT ONE server, came to serve us, NOT EVEN A GLASS OF WATER. You weren't even busy! We even asked some of you and you acknowledged our existence, but you chose to keep serving others and completely ignored us. This had never happened to any of our all-inclusive trips before. When I complained to your receptionist, all she said was "Sorry, we'll let the manager know", umm excuse me? Let the manager know and then what? I don't need to speak to a manager, I just want to get some food por favor!
I ended up having to make my first ever complaint at the front desk. I know some of your servers rotate in different restaurants and a few of them I recognized had practically bad attitude. Good job Hyatt for messing up your reputation, I'm not even going to complain about your timeshare trick.
Would NEVER stay at any of your locations again.
Sergio Sandoval
Waking up every morning with beautiful views! Well worth it. Really enjoyed staying here. We also held our wedding here. Our wedding coordinator Mariana, staff Fatima, Ahmed (photographer), and team are amazing. We had a flawless ceremony and reception. Their team made our wedding very special and went above and beyond. From the hotel staff, the spa staff which was amazing to everyone there, I couldn’t thank them enough. Our family and friends said the same about their team. Thank you!! So much.
Nanda Rahman
We had a wonderful stay at this resort. It's truly family-friendly and made our trip very enjoyable. The atmosphere is welcoming, and the staff were helpful throughout. There are some lovely restaurants on-site with great ambience and service. However, we felt there could be more vegetarian options on the menus to cater to a wider range of dietary needs. Apart from that, everything else was excellent. We loved our time here and would definitely stay again!
Olga Mantilla
While our experience was not terrible, it wasn't great either. The only thing that made this place tolerable was the amazing service the staff provides. Most went above & beyond to make our stay pleasant. This resort is so plain & outdated, the pictures online certainly don't reflect what we saw. Where to start. There are zero decorations, art on the walls, etc. to create ambiance, just plain bare walls, hallways, etc. Just 2 slow elevators available for a full resort with broken tiles. The pool was dirty, corners with grime, broken tiles. The swim up bar closed at half day because there wasn't enough staff to cover it. The music was a small old boom box propped on a table. What? Food was mediocre at most restaurants, at best. So much Sargassum seaweed at ocean's edge & in the body of water for snorkeling, which was one of the main attractions of this resort. So swimming in the ocean was impossible. We understand that was out of the resort's control. Plus the smell of the rotting seaweed was strong. The teen center's air conditioner was turned off the entire 8 days we were there! Even after mentioning to the front desk. Kids could only handle a few minutes in the hot sauna like room. The guest rooms were so plain, but worst there were stains & tears on the couch. The corners in the rooms, hallways throughout the resort were dirty, as if they had not been swept in years. There were so many things lacking in this resort. Nothing to reflect the supposedly 5 star resort they claim to be. If you're looking for luxury, this isn't it. Very disappointing for13K spent on this family trip. Only gave 2 stars because of the awesome staff.
Sammie Lloyd
We had a lovely stay at this resort for our honeymoon - The hotel was beautiful, the room was spotless and the overall atmosphere was really relaxing and luxurious. They had loads of entertainment to keep guests occupied throughout the whole day and the evening shows were very exciting! The only thing I would say was that the service for food and drinks around the pool area was noticeably slow sometimes, which was a bit disappointing especially as preferred members who had paid extra for an elevated experience. That aside, everything else was great and the staff really looked after us. Would highly recommend!
My Booking
