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Disappointed 07/25:
We’ve visited this spa multiple times in the past and generally had a very positive experience. However, this time was deeply disappointing due to poor service, reduced amenities, and a lack of transparency upon Hyatt Spa staff.
I’m changing my 5-star review from the last visit to 1 stars due to this experience. I sincerely hope management takes this feedback seriously and improves transparency, service consistency, and facility upkeep.
Here are the major issues we encountered:
• Hot tub was not working in the women’s area. The hot plunge was completely lukewarm. Staff insisted it worked. Another guest using it also complained. They did nothing about it.
Sadly, this was not disclosed to us at check-in. For a spa that advertises Korean hot and cold plunges—known for stimulating blood circulation and metabolism—this is a major failure. You can’t do hot and cold plunges without two extreme temps. For some reason in Mexico, they don’t heat the Jacuzzi or the hot plunge. They need to learn from Onsen spas in Thailand and Japan what this therapy must do.
• Ladies room: Broken locker locks.
Locker no 15 was not working. This pic is another locker without a lock. I had to tell the woman I need another locker so they move me to locker number 10. raising both convenience and security concerns. When you come to a five star hotel, you expect quality not a rundown place.
• No floor maintenance in wet areas:
In the women’s area, no staff were present to mop wet floors, which creates a clear safety hazard of slipping. It appears that staffing has been cut back.
• Shower inside the wet sauna is broken: The shower in the wet sauna did not work, making it difficult to cool off or rinse properly after a sauna session.
• Unjustified and inconsistent restaurant discount policy:
On a previous visit, spa guests received a 30% discount at the upstairs restaurant. This time, I was told that it was a “mistake” and that only members—not guests—receive the discount.
To make matters worse, I was charged approximately $70 USD for just a simple 2 eggs, 1 slice of sour dough, I coffee, 1 orange juice, spaghetti. A spoon of chicken was charged 80 pesos separately. The manager gal came over and began speaking in English ‘firmly’ repeating that I’m not a member and therefore not eligible for the discount & that last time was a mistake.
I don’t appreciate surprise charges or policy shifts that aren’t communicated in advance—Consistency matters.
• Loss of special ambiance and amenities:
• The cenote room no longer features the alternating red and blue light therapy or cascading greens which added a unique therapeutic atmosphere.
• The herbal water station has been no water likely to avoid the need for staff to manage it.
• High cost for poor value:
We were charged 1,900 pesos for two people—approximately $100 USD—which is a premium price. I’m willing to pay that if the services are fully functional and the experience delivers on what’s promised. But when key features are broken, amenities are stripped away, and I’m being misinformed or overcharged, it’s simply not worth it.
The spa may have a unique offering in the area, but relying on that while cutting corners and surprising loyal customers with unexpected changes is not sustainable. Even loyal customers won’t return if they feel taken advantage of.
My son just told me that in the men’s the wet sauna was not working. When he complained they fixed it. The people are not gonna bring up the problems. This place is gonna get rundown because the owners are nicking people to just make money.
08/05/25: Instead of fixing the issues the Hyatt management decided to close off spa use to walk ins making it only for hotel guests. That really tells you something. Sudden shift in policy? Good luck to hotel guests who will be scammed now upon a sight unseen sold to them as part of their $400 a night package.
