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4.0
#25 of 45 hotels in Puerto Morelos
Location
Cleanliness
Service
Value
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Nestled between the natural Bahia Petempich beach and the Caribbean Sea, Hyatt Ziva Riviera Cancun invites guests to experience our renowned all-inclusive luxury. Ignite your senses with dramatic ambiance, vibrant cuisine, local culture, modern framenities, and heartfelt service in a sophisticated resort atmosphere where everything is included. Surrounded by lush jungle and sparkling waters, uncover a true vacation paradise from the serene Zen Spa to the winding water park—with several surprises along the way.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Business
Mid-range
Languages Spoken
English, Spanish
Location
Bahia de Petempich SM 12 MZ 31 Lot 14-02, Puerto Morelos 77580 Mexico
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While the Hyatt Ziva Riviera Cancun boasts a variety of pools and family-friendly entertainment options that have received positive attention, guests have expressed concerns regarding its purported beachfront location, finding the actual beach and surroundings a letdown. Cleanliness throughout the hotel generally meets expectations, yet some guests have encountered inconsistency.
The atmosphere is lively, with plenty of music, though it may border on overly loud for some. Despite the warm and hospitable staff, issues with slow service and room service delays have been called out, alongside dissatisfaction with hidden costs impacting the hotel's perceived value.
Location
Misleading
Atmosphere
Lively
Rooms
Unkempt
Value
Expensive
Cleanliness
Mixed
Service
Inconsistent
Amenities
Top-notch
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The service offered by staff is second to none. We had custom Indian and Mexican meals made by the chefs at the Mexican restaurants, we were impressed with this. A babysitting service is bookable before arrival through Aldo at concierge, our babysitter Billie who was incredibly loving with our toddler. Other staff like Jazmin from the cafe was also always showing care and attention for our son. The place and rooms are kept very clean - disinfected twice a day, every issue was seen to almost immediately, the entertainment is plentiful bit could be on a notice board (feedback given), the food at the 4 restaurants is spectacularly tasty and the breakfast buffet is excellent. Bar staff were always asking what you needed - Francisco, Perfecto, Antonio, Jorge are very talented and knowledgeable. Request a room away from the apitheatre if you have a baby, Christmas period entertainment was loud and went on until late. We hired a car as we wanted to explore the cenotes and local town, great location, everything was 20 or so minutes away.
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Review collected in partnership with Hyatt Hotels
Date of stay: December 2021
Value
Rooms
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Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hyatt Ziva Riviera CancĂşn, Marketing at Hyatt Ziva Riviera Cancun
Responded 4 Jan 2022
Dear navytan1 We appreciate that you have taken the time to share such an enthusiastic review about your recent visit. Please be confident that we’ve shared your kind comments with our team as motivation to keep up with our commitment to offering truly remarkable experiences to our guests. We thank you on behalf of our team and Management. We sincerely hope we can have the honor of being your hosts in the not too distant future. With Service From The Heart, Fernando R. On-Property Community Coordinator
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Good: 1. The staff is the best. Almost 100% of the people are friendly, smiling and greet you every time they come across any guest anywhere. 2. Great fitness and activities and amazing staff. Kudos to Andres. Some interesting activities with coconuts, animal moves boot camp and run on the beach. 3. Dedicated Elite check in area in the club and Miguel/Diana made it pleasant. 4. The Club has some high-quality quick bites and desserts. 5. Spa staff is amazing and the massages and hydrotherapy were very relaxing. 6. All the restaurants are very good. 7. Nicely set up excellent quality buffet. Fresh juices and fruit are delicious. 8. Food stalls set up outside in different places different times every day 9. Nightly entertainment is good 10. They have a separate vegetarian menu for all restaurants. 11. They include 2-3 mocktails on every menu. 12. There is a web app that can be used for restaurant menus 13. The place is not crowded and feel like you get personalized service 14. A beautiful Gazebo on the beach 15. Aqua bikes are available in the pool 16. A huge two people jetted tub and rain shower in large bathroom
Bad: 1. There is no clear listings provided anywhere about daily activities. There is one generic sheet and one in gym but they should keep a detailed activities list/locations in the app or on TV or print outs. Even staff could not provide details. 2. The beach is rocky and sea weed. So not much swimmable area. But several pools to enjoy. 3. Did not like the oriental restaurant food. This is the only odd ball and every other place is great.
Notes: 1. It looks like except for few suites, all rooms may be exactly the same as they all show same size and only location may be different. 2. The walk out type are most expensive but they are not really swim out but you walk out over grass to a pool. So personally, I prefer ocean view on higher floor than expensive walkout. 3. Free Covid test at check out 4. Masks are not enforced and it is up to the guests to wear or not. All staff were always wearing masks.
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Review collected in partnership with Hyatt Hotels
Date of stay: December 2021
Value
Rooms
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Cleanliness
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hyatt Ziva Riviera CancĂşn, Marketing at Hyatt Ziva Riviera Cancun
Responded 3 Jan 2022
Dear kc_dude We appreciate that you have taken the time to share such an enthusiastic review about your recent visit. Please be confident that we’ve shared your kind comments with our team as motivation to keep up with our commitment to offering truly remarkable experiences to our guests. We thank you on behalf of our team and Management. Thank you very much for your detailed suggestions. Our guests’feedback is truly important to us and we will carefully review all your remarks. We sincerely hope we can have the honor of being your hosts in the not too distant future. With Service From The Heart, Fernando R. On-Property Community Coordinator
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Beautiful beach, shallow calm water, numerous swimming pools, water-slides and a kiddie pool are complimented by lush landscaping and beautiful lighting. Large rooms with bright baths and oversized showers have plenty of space to unpack and spread out.
Amazing entertainment staff offering lots of activities; from morning exercises through afternoon pool volleyball, and wrapping up with the evening performances and games. We especially enjoyed the morning Zumba and noon aquaerobics classes for the high energy they offered. Thank you Gabriella, Freiya, and all.
We observed lots of families having good times together. We also noticed lots of couples sampling all the tastings and dining experiences. Overall a high very quality experience, without the outrageous party frenzy and late night scene.
There are Hyatt staff everywhere, and wow are they friendly and welcoming! We were greeted by bell-staff that spoke excellent English, as did the front desk staff, and all made the accommodation process quick and easy (thanks Eric). Housekeeping did a fabulous job of freshening our room while we were out, providing towels whenever asked, and turning down the sheets while we were at dinner.
The concierge set up reservations for several special meals offered, like surf/turf dinner at Habaneros Oceanside grill and also the Teppanyaki grill. We tried almost every restaurant and they were all quite good, each offering several entrees that were more creative and artful than typical resort classics. Please excuse me if I get the titles wrong, but we also met the head chef Salvatore and assistant food manager Alejandra on two occasions as they asked us how they could improve or make the food offerings even more special, which we found very charming and friendly.
Allow me to also spotlight Jose Ortiz and Jorge for their Mescal, Tequila, and wine expertise, and the artisanal cocktails they make at the lobby bar. Graciela and her staff at Rue de Rivioli were very attentive and willing to make little changes to the menu offerings that made each meal with them very special. Mario and the lunch crew at Habaneros remembered our preferences and made sure to offer them again whenever we returned. Others we remember for their energy and kindness include Anita, Margarito, Rodrigo, and way too many others whose names escape me (my apologies). The Roots sandwich, ice cream, smoothie and bakery restaurant is excellent, with a very accommodating crew (including Riena and Monserat). Thanks to all.
We had a great week here!
PS- If my title is confusing, imagine taking a cab to the wrong hotel in Cancun and then having to take another cab to Puerto Morales where this hotel is actually located (see Google maps). We spoke with three other guests that made the same mistake. Perhaps Hyatt branding could clarify the name.
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Date of stay: March 2022Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hyatt Ziva Riviera CancĂşn, Marketing at Hyatt Ziva Riviera Cancun
Responded 16 Mar 2022
Dear hd2pls1 We appreciate that you have taken the time to share such an enthusiastic review about your recent visit. Please be confident that we’ve shared your kind comments with our team as motivation to keep up with our commitment to offering truly remarkable experiences to our guests. We thank you on behalf of our team and Management. We sincerely hope we can have the honor of being your hosts in the not too distant future. With Service From the Heart, Fernando R. On-Property Community Coordinator
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Why is this resort open? First the positives Food, perhaps the best food ever experienced in an all inclusive. Original recipes and a massive variety including loads of sea food (this seems rare in most all inclusives) Staff, fantastic and friendly. Thank you Mikel(beach), Mario, Roger, Alejandra(coffee) and Juan(mixologist) for being amazing hosts. Beach, I find it ironic all the negative feedback about the beach. Having been to a few all inclusives it seems to me most people congregate at the pool, not the beach. I swam daily in the ocean here with a snorkel and with all the natural beach (yes sea weed) there were loads of fish and wildlife to view. My understanding is it is a protected area which is probably why its so 'natural'. Plenty of pools too. Spa is not yet open, why is it advertised as being part of the hotel. Coffee shop is also not open. There is a make shift coffee shop which will use a Nespresso machine to make a cup, but its far from premium. The normal Ziva coffee shop is listed as being part of the package, its not or at least yet. Rooms, while nice hardly feel new and we were in two. Elevators break hourly it seems. Our first room on the 4th floor did not have an operable elevator twice in the first 24 hours. I wouldn't mind that so much however I am nursing a bad knee and wow was that not expected! Lastly the shower and/or water pressure in the rooms, non existent. The water goes from hot (very) to cold (also very). Be prepared to jump in and out of the shower spray depending on temp. And I cannot emphasize enough how true this is (hopefully I can post a video of said spray). After our first night we asked to be transferred to the other Cancun Ziva. Our options were to check out and get a refund in 3-4 weeks and make our own reservations at Ziva, or anywhere. Really sad they could not just move us over, it would have rectified all the disapointments. I will add that once (and if) you talk to a manager they will tell you its been pretty common for people to check out early and go somewhere else. In our two visits to the front desk we heard other guests complaining about the same things. As a new, or newly renovated hotel, this place is horrible, and to pay a premium price I tend to expect to have a few things. This does not live up to the Ziva name, or expectation and the hotel did nothing to make it right. Because of this it is likely our last trip to any of the Hyatt brands. We paid $400/night for a marginal at best hotel room. Hyatt,
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Review collected in partnership with Hyatt Hotels
Date of stay: October 2021
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Fernando R, Marketing at Hyatt Ziva Riviera Cancun
Responded 25 Oct 2021
Dear DerrikDoubleD Thank you for sharing your feedback through TripAdvisor. Your comments are truly valuable for us, as they allow us to improve our service levels and product. We have taken your comments very seriously and you can be assured that the necessary re-training measures are being instituted to prevent recurrences in the future. With this said, we look forward to the opportunity of hosting you back on a renewed opportunity to redeem your confidence our resort and service. With Service From The Heart, Edith C. Assistant General Manager
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Overall we had a great experience. I found the staff to be extremely friendly and always trying to help. There were a few "organizational" bumps in the road where I think the staff was maybe not organized or setup as well as they could have been. Those led to a couple of minor service frustrations, but nothing that was on the level of ruining my vacation or anything. I certainly would not agree with the other review characterizations of the service being bad overall. The food was great, but I'd be a little concerned about there not being enough different offerings if I was going to be there for an extended period of time. We were there for four nights and it was great for us.
The seaweed on the beach comments are a little over dramatic. There is definitely a lot of sea grass that rolls in this time of year (evidently it's seasonal), but again - I found that the staff was working their tails off to address it. They were constantly battling it to keep the beach clean. We spent multiple afternoons on the beach and it was fine. It's not the best beach in the world overall, so if that's your deal killer, then be aware. There are plenty of very well maintained pools with various levels of crowds, noise and amenities where you can hang out if you don't need to get your feet sandy.
Our 8 year old loved the water park and the kids club staff kept him entertained for a couple of half day periods. They were also extremely friendly and went out of their way to explain the schedule of activities each time that we popped in.
The hotel puts on a different little talent/music show each night outside of the main building. This typically isn't the sort of entertainment that I go for, but I found all of the ones that we caught to be entertaining and surprisingly professionally produced given the smaller crowds they were playing for. Our 8 year old loved those as well.
The one thing where I think they're missing the boat (no pun intended), is in a lack of water sports equipment. It seemed like the perfect location to take out some kayaks, paddle boards, small sailboats, etc. but I didn't see anything along those lines available. There may be some sort of safety/insurance consideration that I'm not aware of if the water gets more dangerous outside of their immediate beach area.
Overall I thought this was a great resort, with a great staff and I'd head back again.
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Review collected in partnership with Hyatt Hotels
Date of stay: August 2022
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Fernando R, Marketing at Hyatt Ziva Riviera Cancun
Responded 17 Aug 2022
Dear BCbyTheBay Many thanks for taking the time to leave your kind words and observations following your recent stay with us at Hyatt Ziva Riviera Cancun. I was delighted that you’ve enjoyed all the details we take pride in offering our guests. As is our regular practice, we’ve been happy to share your lovely remarks to our team who take so much pride in ensuring that all of our guests only receive the very best service. We look forward to the pleasure of having you return to our resort soon. With Service From the Heart, #HyattZivaRivieraCancun
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We are on day 5/7 at Hyatt Ziva Riviera Cancun and everything has been wonderful so far! The food is amazing at each and every restaurant we’ve tried. Service can be a bit slow but well worth the wait.the little cafe The Roots was also very wonderful. They serve great lattes and desserts. And if you want a basic panini or sandwich during the day, this is the spot.
The nighttime entertainment at 8:30 has been fantastic- it has been the highlight of the day for our 4year old. The shows offered are of great variety Fire Show, magic, dancing, etc. and during the day the entertainment staff do their best to engage you with fun activities. One day we did bungee jumping, another day we did rock climbing- so much fun, right at the resort.
We visited the water slides and kid’s water park several times which is well equipped, well staffed and very clean. The service is wonderful.
We joined the outdoor fitness classes with Andres every day so far and have so much fun with him while also staying fit on vacation! Andres is very likeable, no pressure but very motivating. His routines are super creative (on the beach circuit or on the grass with steps and resistance bands). We look forward to seeing him in the mornings! Thanks Boss:)
The rooms are clean, well laid out and cozy. Everything worked well and was restocked upon our request. We have a pool swim out room which is lovely. Basically our own private pool.
One small thing this afternoon: some staff came to our room to “spray disinfectant” for the covid protocols. We were confused as we had some things laying around the room which we apparently didn’t have to move. We were told we should leave but for an undetermined amount of time…. It was a bit strange.
The beach is Meh! I think this is the biggest disadvantage for this hotel. Very small and a bit hilly. Not crowded at all which is a plus but nothing really special. In the mornings most days, there has been a ton of seaweed washed onto the shore but the staff work hard to clear it up quickly.
All in all, a great resort. This place has a great foundation, a big heart and everything it needs to be wonderful. The staff are amazing, continue to find efficiencies and this hotel will continue to be amazing!
Thank you for a great stay!
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Date of stay: March 2022
Rooms
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hyatt Ziva Riviera CancĂşn, Marketing at Hyatt Ziva Riviera Cancun
Responded 16 Mar 2022
Dear ashliem812 On behalf of the staff and Management of our resort, we would like to thank you for taking the time to post a review of your experience with us. It is a pleasure to read through such a detailed overview of your visit. Thank you very much for your detailed suggestions. Our guests’ feedback is truly important to us and we will carefully review all your remarks. We look forward to having the honor of welcoming you back and providing a truly remarkable experience. With Service from the heart, Hyatt Ziva Riviera Cancun
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This resort was absolutely amazing. We traveled here with our 4 kids under 9 (one of whom has special needs) and my mom (who uses a walker). The staff from start to finish were amazing. You couldn't pass anyone whether they were cleaning or providing service without them offering to help.
Alex and Jorge on the entertainment staff are phenomenal and go out of their way to accommodate everything..even making time for my son with autism to jump on the exercise trampolines (which he uses at home for therapy), or playing one on one soccer with my 8-year-old when no other guest showed up to the activity. Eduardo in the Breeze bar is the most lovely person always offering to help and find the perfect beverage. Cecelia and Luis by the pool are always around to provide excellent service.
The food at this resort was amazing, while due to numbers it's not logical to have all the restaurants operational every day, the staff in any of the restaurants will find a way to accommodate anything you want.
A special shout out to Diana in the main lobby who took my daughter's lambie (ovihita) to the laundry to be dried when it suddenly fell in the bath at 7 pm.
Vania, Manuel, and Rodrigo in the main bars in the evening are amazing and always there to make great drinks and the staff at Roots will find whatever you need!
We will be back again next year and for years to come!
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Date of stay: February 2022
Location
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hyatt Ziva Riviera CancĂşn, Marketing at Hyatt Ziva Riviera Cancun
Responded 2 Mar 2022
Dear T9497WLashleyf We appreciate that you have taken the time to share such an enthusiastic review about your recent visit. Please be confident that we’ve shared your kind comments with our team as motivation to keep up with our commitment to offering truly remarkable experiences to our guests. We thank you on behalf of our team and Management. We sincerely hope we can have the honor of being your hosts in the not too distant future. With Service From The Heart, Fernando R. On-Property Community Coordinator
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Date of stay: October 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Fernando R, Marketing at Hyatt Ziva Riviera Cancun
Responded 25 Oct 2021
Dear dajuanb We appreciate the time that you have invested in writing an overview of your stay with us. There seems to have been a number of problems encountered which are very atypical and not reflective of our brand experience; if this stay was marred by irregular circumstances, we can only renew our apologies and assure you that we have in the meantime briefed the team at great length of your comments. We are working on a daily basis to exceed our guest’s expectations and would love to have the opportunity to host you again in the near future to offer you a remarkable stay. With Service From The Heart, Edith C. Assistant General Manager
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We so enjoyed spending a long weekend over fall break at the Hyatt Ziva Rivierra. Temps ranged from mid to upper 80’s and most days were a little overcast with occasional sprinkles. Yes, some areas of the resort are a little dated and there was maintenance/painting taking place, but you can so easily look past that to what amazing beauty the property does have to offer.
We stayed in a junior suite overlooking the water slides (building 9). The room was spacious and there were enough drawers and closets for our family of 4 to unpack. The location was perfect for us, but building 9 is right by the stage and it is very loud at night. We loved the shows though and we weren’t sensitive to the noise. We enjoyed the food at every restaurant but Roots and La Parrilla were our favorites. The staff was fantastic and we appreciated the entertainment team and fun activities throughout the day (contests in the pool, team sports, and even wax hand dipping).
Recommendations: Based on some other reviews, we brought our own floats and lent them out to friends at the water park. The blue slide is so much fun on a float but they are expensive to purchase at the resort-bring your own! I wish there were more hooks to hang wet bathing suits on in the bathroom-we had two hooks for towels/suits/clothes etc. I would suggest bringing command hooks or a hanger with multiple hooks. Finally, service is the mornings was a challenge. The Buffett opens at 7:00 but, if you are an early riser and wanted coffee before that, Nespresso in the room is your best bet. Trying to order a pot of coffee/breakfast room service was discouraging.
Overall, great family weekend!!
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Date of stay: October 2022Trip type: Travelled with family
Room Tip:Â Building 9 is loud at night
Bring your own floats for water slide
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Fernando R, Marketing at Hyatt Ziva Riviera Cancun
Responded 12 Oct 2022
Dear willtravel2009 We appreciate that you have taken the time to share such an enthusiastic review about your recent visit. Please be confident that we’ve shared your kind comments with our team as motivation to keep up with our commitment to offering truly remarkable experiences to our guests. We thank you on behalf of our team and Management. We sincerely hope we can have the honor of being your hosts in the not too distant future. With Service From The Heart, #HyattZivaRivieraCancun
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We enjoyed our one week stay for spring break at the Hyatt Ziva Riviera Cancun. Our 6 year old daughter went to Kids Club daily and enjoyed it. The crafts and activities were fun for her, and the staff (especially Kimberly, Ximena, and Felisa) made her feel welcome and kept her busy so we could have some time to ourselves. The pool and poolside service was the next highlight. Marcos did a great job keeping our glasses full and bringing us our poolside lunches. The people working by the pool were friendly and remembered our names and preferences. Food at this resort was all around great, we tried most of the restaurants except Balik and the adults only French restaurant. Fish tacos at Habaneros, pepperoni pizza poolside, and the taco carts were some of the highlights for us. Breakfast at the buffet had a lot of variety and was plenty to keep us full until lunch. And the ice cream/coffee shop was a hit for both grownups and kids. The pools were large and clean - we are early birds and never had trouble getting chairs or an umbrella although this could be a problem later in the day. We enjoyed using the cabanas 3 days. There were frequent activities, games, exercise classes, and sports going on throughout the day at the main pool, the water aerobics class with Jorge was especially fun. If the noise at the main pool is too much, there are several other quieter pools to enjoy. The waterpark is great if you are there with kids, and several afternoons there were additional fun activities like wax hand making and a bungie-trampoline. The beach has some coral/rocky parts, the seaweed seemed to come and go depending on the day. We went down to the beach every day to walk around or collect shells, but didn't do too much swimming or sitting there. We went to several of the evening shows, which our daughter really enjoyed as did many of the other kids we met during our stay. Our room (9303) had a waterpark view with a decent view of the sea beyond the slides. The room was large, clean, and comfortable, but we had repeated trouble with our toilet plugging, despite maintenance coming several times. This was really our only complaint about the resort. The staff at the resort are friendly and hard-working, they put in a lot of effort to make you feel welcomed and ensure a fun vacation. We would recommend this resort, especially for families, and would return again!
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Date of stay: April 2022
Location
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hyatt Ziva Riviera CancĂşn, Promocionar at Hyatt Ziva Riviera Cancun
Responded 4 May 2022
Dear mattpA5074SZ, We appreciate that you have taken the time to share such an enthusiastic review about your recent visit. Please be confident that we’ve shared your kind comments with our team as motivation to keep up with our commitment to offering truly remarkable experiences to our guests. We thank you on behalf of our team and Management. We sincerely hope we can have the honor of being your hosts in the not too distant future. With Service From The Heart Edith C Assistant General Manager
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