Grand Hyatt Playa del Carmen Resort

Wonderful stay at Grand Hyatt Playa del Carmen! We had an amazing time during our stay at the Grand Hyatt. The hotel is beautiful, modern, and perfectly located right on the beach. The rooms were spacious, clean, and very comfortable, with stunning ocean views. The pools and facilities are top-notch, and the breakfast was excellent with a wide variety of options. The staff was friendly, helpful, and made sure we felt welcome throughout our stay. We truly enjoyed every moment – highly recommended!

I loved the location of this hotel. It was in easy walking distance to lots of areas. I have Globalist and the service in the club lounge was excellent. The only thing I didn’t like was that the lap pool was in the spa. My son is a swimmer and he was looking forward to swimming laps. You had to be an adult to access it. Every time I looked down at it there was no one using it. Otherwise everything was great.

I was in this resort in 2021 and I had raving reviews. When I went last week, it declined significantly. First, when I booked it prices went way up. But I was ok with it knowing it was a stellar resort. We did the all inclusive, and it was the worst all inclusive package there is. Only “well” alcohol and typical drink. Couldn’t order an alcoholic drink before 11a (!!!) Buffet was fine but for dinner we were limited to 1 side, 1 entree, 1 app, 1 dessert. Half the menu at dinner on Friday night had additional charges on it if you wanted to order it. I will say this, the service and the entertainment team were great and the hotel is beautiful. The price of the all inclusive compare to what we got there was very unbalanced.

Terrible experience – do not recommend! We came to this hotel as a group of 13 people and booked 5 rooms. From the moment we arrived, it was a complete disappointment. They charged us extra for almost everything, including alcohol that was supposed to be part of the all-inclusive package. One of the rooms had a leak from the toilet, which was never properly fixed. The food was awful and took over an hour and a half to arrive – completely unacceptable. Nothing was fresh, and the service was extremely slow and unprofessional. Overall, this was by far the worst hotel experience we’ve had in Mexico. We expected a relaxing vacation and instead ended up dealing with constant problems. Huge disappointment – avoid this place!

My fiancée, my sister-in-law (who uses a wheelchair), and I recently stayed at your hotel for two wonderful weeks, and I just had to express our heartfelt thanks. From the moment we arrived, every single member of your team went above and beyond to make us feel welcome, comfortable, and cared for. Your staff’s kindness, professionalism, and attention to detail truly made our stay unforgettable. They were not only accommodating but genuinely thoughtful—always anticipating our needs and ensuring that my sister-in-law had everything she needed to enjoy her stay fully. It’s rare to encounter such exceptional hospitality, and every one of your team members deserves recognition for their warmth and dedication. We’ve stayed in many places before, but the experience at your hotel stands out as something truly special. Thank you for helping us create such beautiful memories—we can’t wait to return!

Love this hotel. Keep going back. Had a couple of bumps this time, with my A/C and my hot water being shut off, however I spoke to a very friendly and understanding manager , Viviana, who was extremely timely in her responses and was a big help. She took care of situation quickly.

Stunning Architecture, Great Location — But Hygiene is a Major Issue We stayed for 4 days at the Hyatt Hotel. The design of the hotel, both inside and out, is absolutely beautiful, and the location is fantastic—just a 2-minute walk from 5th Avenue, with plenty of restaurants and things to do nearby. The pool is large and inviting, and breakfast exceeded expectations with a wide variety of good-quality options, including Mexican dishes. Unfortunately, the overall experience was ruined by poor hygiene. The pool, despite its size and appeal, was dirty and never cleaned, even after I mentioned it to the staff, who seemed unconcerned. The elevators and room floors were also noticeably dirty. This level of cleanliness is not what you’d expect from a 5-star hotel. We also tried the Al cusina restaurant for lunch and found it disappointing—surprising given how good the breakfast was. It’s a real shame that such a visually impressive hotel in a prime location fails so badly when it comes to cleanliness. Sadly, I wouldn’t return because of this.

Amazing stay at Playa del Carmen, at a peak location just walking distance from great food and tourist spots. Beach is very clean compared to others in the area, staff are friendly and helpful. Free bike rental as well. Only critique I have personally, is not having a robe or shower slippers in the room.

This hotel and its staff are exceptional. My family and I loved our stay here, and we're so glad Costco included it in one of their packages. I'm not entirely sure whether the amazing people we met are a result of Hyatt's culture or Playa Del Carmen's local charm, but either way, it made for an unforgettable experience. Before booking, I read a few complaints about the hotel being too close to a less desirable section of the beach, but this was not a significant issue for us. As opposed to what people think, we didn't feel unsafe at all. The location of the hotel is close to many great restaurants and stores. Bottled water is complimentary, and you can refill your reusable bottles at the front desk or by the pool, where water containers are filled with 5-gallon jugs. If you need ice, a quick call to housekeeping will have it delivered within 15 minutes. Everyone we encountered was customer-oriented and exceptionally kind. I have a long list of names to thank for making our stay so wonderful, though I'm sure I've missed many. Thank you, Lobby Ambassadors Aylin and Karen and all the Bellmen... America, Carlos, Hector, Jonathan, Eduardo, and Jorge Galindo... Adi, Brenda, Annette, and Carlos at the front desk... Samuel who set us up on a pretty good cinote/zip lining tour and recommended an awesome sushi place... Miguel and Walter from La Cocina Jhonny and Alex at The Café. Hope to see you on our next visit! : )

Friendly staff, very accommodating, concierge planners were phenomenally helpful! Rooms were very clean. Pool activities guys were amazingly entertaining. The club level is worth it hands down. Best staff worked there and worked hard!

I rarely leave reviews, but our stay at the Grand Hyatt Playa Del Carmen was such an overwhelmingly negative experience that I feel compelled to warn others. What was supposed to be a relaxing vacation turned into one frustration after another due to the resort's complete lack of professionalism, poor service, and broken promises. From the moment we arrived, the resort was filled with loud and disruptive construction. It began above the pool area on day one and continued throughout our entire five-day stay, despite being told it would be finished that first day. To make matters worse, they added more construction zones during our stay, including work being done in the pool area. The noise made it impossible to relax, and the staff's repeated assurances that it was "almost done" were blatantly false. The staff at this property is among the worst I've encountered at any hotel. Employees were consistently rude, unhelpful, and misinformed. When we complained about the construction, the staff offered us a beach cabana as compensation, which we appreciated at first. We were told the cabana came with five complimentary sodas and five alcoholic drinks. However, after waiting 30 minutes with no service, I had to go back to the hotel restaurant to ask for help. A manager eventually came over and informed us that because the cabana was a courtesy, the drinks were not included. This directly contradicted what we were told, adding insult to injury. Our room was far from the standard expected at a Hyatt. It smelled strongly of mildew, and the balcony was filthy, covered in large animal droppings. Housekeeping was equally disappointing; we had to call multiple times to get our room cleaned, and on one day, it took four calls before they finally showed up. At check-in, the front desk staff recommended the resort's sushi bar, which they said was a great dining option. We later discovered it was closed due to construction for our entire stay. No one informed us about this closure in advance, and it was yet another example of poor communication from the staff. Our experience at the Grand Hyatt Playa Del Carmen was a complete disaster. From the constant construction and rude staff to the subpar room conditions and broken promises, this property utterly failed to provide the relaxing vacation we had envisioned. I would strongly recommend avoiding this hotel. There are many other options in Playa Del Carmen that surely provide better service and value. Rating: 1/5

The resort is very pretty and I'm sure is a great stay if it wasn't for the sales pitch ‍ it's a little much, the Hyatt membership people wouldn't take no for an answer even though we were staying at multiple Hyatt locations during our stay and are world of Hyatt members.

I've been to many hotels in Cancun/Cabo area and this is the least favorite based on customer service. First, there is no customer service from the security, bell and front desk. Not even a smile, bottle of water or welcome greeting. I didn't even get Buenos Dias. Every interaction on the phone/person with front desk is rude. The only nice staff is in the Club Access. I would only stay here because of Hyatt points and it was a family wedding. There isn't much restaurants on site so the inclusive package isn't worth. Save your points and spend you money at another resort that is all inclusive. Im currently writing this review after waiting 4 hours for my hotel room since 8am. Early check in isn't worth paying for if you can't get into your room.

I stayed at the Grand Hyatt in Playa Del Carmen back in May and from the check in process till my checkout I had nothing but a horrible experience. I was check in by the most rude concierge I have ever checked in with. I was then told my room wasn't ready and that I can wait almost and hour. By the way I was checking in at 5pm! We went out to dinner and later came back to a roach crawling around in our bathroom. I called the front desk and they told us they could upgrade us to a better suite. The next day they told me "roaches are normal." I found out the next morning the view was nowhere near the view we had before AND we were right above the day club which started playing loud music very early every day. Our neighbors also had a new born baby so we were woken up by crying almost every night. I won't stop talking bad about Grand Hyatt till they make things right. I still never got an apology.

This hotel far exceeded my expectations and way more beautiful than the hotel promo pics! The view is absolutely stunning and the premises is beautifully maintained, and truly lives up to the 5-star hotel rating Pros: 1. Accommodations were simply amazing. We got a swim up hotel room, and it was totally worth it. Although we got a garden view, it was so nice to have a semi private pool you could jump into a few steps from your bed. So lovely! I didn't know this when I booked it, but we also got access to the grand club which serves breakfast, lunch, dinner, and drinks. It's not amazing, but they do have pretty decent food everyday. 2. The main hotel pool area is gorgeous! The views are beautiful, and the different pool areas are well maintained, modern, accommodating, and so relaxing. When we went, the seaweed was a bit overgrown in the ocean. We hung out instead in the pool area overlooking the ocean. 3. You must not leave without spending an afternoon in the Cenote spa. I got a aromatherapy massage, it was so lovely. You get a day pass to the rest of the spa area and it was the most relaxing day of our vacation. Wish I could have spent everyday in the spa. 4. Proximity - this hotel is close to everything! Much of the nightlife is within walking distance. If you need to do excursions, they are also close. Day trip to both Talum and Cancun are just one hour away, and Cozumel is a 45 min ferry ride away. I am so glad we went with this hotel. 5. Service is very nice. Prompt room service for food and anything else you might need. Cons: 1. Not a fan of room service food or other food in the hotel. It's edible but really disappointing considering the caliber of hotel. 2. Don't book excursions through the guy at the hotel. We thought we would be getting a certain caliber of service when we booked a snorkeling tour, but they partner with a lower star hotel (which sucks), and the overall experience was not worth the ($$$) money. 3. Concierge isn't that great. You will need to do your own research to find places to eat. Playa doesn't have great food generally (if you've been to other touristy places in Mexico), but the few recommendations we received were very bad.

We found this resort when looking at Costco's travel options and it was a great deal! We wanted a getaway from California that felt like a vacation, but not too far to travel to. This hotel is amazing! It's very new and so architecturally beautiful. We traveled in December and they were decorated for the holidays with a tree at the entrance and poinsettias/decor around the hotel. They have two different pools, one of which is for adults. They overlook the ocean and it's so relaxing. They are well staffed with lifeguards tracking those coming from the beach to be sure everyone is a hotel guest. They also have servers available to wait on you at the pool, which is so nice. There's a coffee kiosk open until 5pm each day for coffees, pastries, and other food items. They have a bar, sushi restaurant, Mexican place, and a grill. Prices are a bit expensive, but that's to be expected at a hotel. We really liked the location of this hotel because they're a block away from 5th avenue, the main spot in Playa del Carmen, which offers tons of food and shopping options. Everywhere we went felt incredibly safe and clean. We would definitely go back! Our room was perfect for the 6-night stay, however was not well lit and at night it felt really dark. We tried to talk to the staff to brighten the lights, but no luck. They did provide cleaning service daily, which was nice since it's felt like Covid has stopped that daily room cleaning at many hotels. We also had unlimited water bottles and they have a nespresso latte maker in the hotel room. Very well air conditioned and they stock the bathroom with Balmain shampoo, conditioner, and body wash. They have a mini bar fridge in the room, though it says it shouldn't be used as a fridge. It kept our drinks cold, but I wouldn't rely on this for an actual fridge. Another note- you can't take outside drinks to the pools. If you let the hotel know you're celebrating something special, they will decorate and leave sweets in your room upon arrival. The ocean was a perfect temp during our travel in December too. Weather was in the 80's. Locals told us it can get up to 120° in summer months- wow!

A lot of money to feel like you're on a carnival cruise ship. Small drinks when you're allowed them. Lots of time restrictions. Couldn't even do a proper Sunday Brunch. The Asian restaurant was HORRIBLE. Entertainment was very little and not great. Experience did not match the price. The 24 Hour Lounge and Bar didn't even have water bottles. No snacks or drinks of any kind. The room was nice and kept clean. But the automatic light in the dressing area was annoying at best. You'd be brushing your teeth or applying makeup or getting dressed and it would shut off. Even though only about 30% max of cabanas and poolside chairs were being used, the hotel would not allow use without additional payment. It's a poolside chair, come on! Are you serious? Staff was wonderful and location was perfect. The Marie Marie, the Kalamata and Rincon Mexicano were good restaurants. The three stars given are purely for staff and location.

Jorge The " fake manager " at the pool has very terrible customer service. My daughter needs to eat special food that we ordered and he told us to go eat it in our room or on the public beach. This is unacceptable behavior as we're staying at a 5 star hotel. He does not deserve to be a manager.

First off, this is a beautiful hotel lobby and outdoor public space. The views are wonderful! There was a lack of security though that was off putting. Anyone could come into the hotel and walk the halls of the rooms, or do whatever they would like. Someone from the street could easily walk in or someone from the beach! Our room was not ready when we arrived at 3 pm, and waited about a half an hour! The room was nice. It had a lot of humidity though so the mirrors, and windows and sheets were all wet. La Cocina was nice! It was the go place on the resort, but I would suggest walking out to another on the streets. Location was nice! It was close to convenient stores, and a block over from lots of restaurants and shops! The club attached is extremely loud during the day. The pools close at 6:30 pm

Love the views from my hotel room! Love that the resort is so close to the beach. I enjoyed the warm pool that I enjoyed at night time. My only issue was the wet floor! Good thing they gave us slipper because the floors were wet because of humidity. The infinity pool that they have going was really beautiful. Was swimming on it at night time and the water was nice and warm. Theres a bar right next to it so you can enjoy some drinks while you dip in the pool. I definitely would wanna come back in the future.

What a great hotel, from the location to the service and amenities, it was top tier. The hotel architecture is beautiful, an open air forum, everything from check-in to spin classes happens in the middle of the hotel. It is located right on the beach and within a 2 minute walk you are at everything you need from restaurants, shopping or night life. The infinity pools are amazing, literally on the beach, push button request for service was also a nice touch. Pool Activities were plentiful and fun but not crazy music all day long, a nice mix also there is a small adult only pool if you must. The beach and water is beautiful at this location, walks in either direction also are very pretty. We got a ocean view room and it was very nice. We stayed on the east side of the hotel which is close to Mamitas Beach Club, a club atmosphere that plays loud music all day and most of the night. But could not hear anything in our room and had no trouble sleeping, that was a pleasant surprise. The VIP access for drinks and food is nice as it is much more then a traditional continental breakfast, quite a spread for all times of the day. The spa is unreal, my wife had the best massage ever and the use of the day spa includes a cold bath (16 degrees) hot tub, sauna, steam room and the cenote is unreal. Well worth the day fee. The staff is so friendly, polite and very accommodating. I stay in hotels about 150 days a year and this is one of the better experiences I have had. Luis at the pool will bend over backwards to make your day the best and the manager Agustina is as good as they get, she runs a tight ship and it shows across the board. Excellence experience, highly recommended. Clinton

You can literally stay here and not need to leave the property. It has three restaurants, a bar, a spa.. the ocean. I didn't understand how people could confine themselves to a resort and not explore elsewhere but I can see it here. I did, however, venture out and my friend did not.. and true, i could have just lounged around the resort on vacation but I had never been to Playa del Carmen and was curious. Off property were nearby shops and restaurants. 5th Avenue is a short walk away and it's basically a promenade of shops and restaurants aimed at tourists. While it was nice to explore, you're not missing much if you stayed in the resort. So now I can say, you don't have to leave the property. I may be biased.. traveled with a Hyatt Globalist and reaped the benefits of having traveled with an elite Hyatt-er and I fucking loved it. The room was upgraded to a room on a bridge at the resort that had a balcony overlooking part of the resort and beyond that is the ocean. The room had a large bathroom with a tub a separate standing shower, the toilet was in another space with a sliding door. There was ample counter space and the toiletries were all nicely displayed and the soap is Balmain. Balmain makes soap? Lol. There was also a weighing scale and closet space in the bathroom area. The room was divided into two. A sitting area in one with a large couch, a TV, a minibar, a small table with chairs, and a partial wall was mirrored. That beats a full length mirror. The other room is the bedroom and both of these rooms accessed the balcony through a floor to ceiling window wall looking out towards the ocean. It was just a beautiful room. The property has several pools; one being an all adult pool surrounded by loungers and a couple cabanas. Those cabanas are paid for, I learned. One day we used one and no one said anything.. another day we were told it was something to pay and reserve for. The spa is also to no one's surprise-- beautiful as well. Cold plunge, sauna, steamer, pool.. oh and their very own cenote? Yeah. And massage services.. We had tequila and mezcal tasting at the bar.. Great staff-- Miriam and Christian in La Cocina.. Eric over in the bar. And Eric and Sara at the adult pool.. Everyone made the stay all the more fantastic.. Great property.. Without the perks, it's a good place to stay but with perks-- over the top, amazing stay. The neighboring property played loud music during certain times but I didn't mind it at all. If you're particular about music or the fact that it's inescapable, it may be bothersome. I thought it added to vacation mode and wished it was where I was staying.

Paseo bar the best ! Pregunten por Jorge nos hizo las Mejores bebidas alcohólicas no la pasamos súper bien la vista y hotel está hermoso

A wonderful hotel situated right in Playa del Carmen. Service was excellent and the amenities were great. Take advantage of the Grand Lounge option. Food is delicious. I loved the convenience of being able to choose between lounging around at the hotel or getting out and about in Playa.

I've stayed at this resort many times and it never disappoints. Clean! Professional staff! Good drinks! Location!! They recently added a activity group, they offer cycling and Zumba classes. Special shout out to Ricardo and Samuel.

Beautiful hotel in great location. It's basically in the city which was a bonus. Walking distance to everything is 5-10 mins. Beautiful view of the ocean. Felt very safe and clean. Nice, foreign clientele. Great cocktails!

Let me start off by saying how beautiful this hotel is. The rooms are huge and very modern. The hotel is very clean. We choose all inclusive, the drinks were good however the food was just ok. Nothing special, we ended up going out to dinner everything on 5th Ave since the food options were average. It's within walking distance to everything, even the ferry. There is no entertainment during the day or at night so that was a boomer. For the price we paid I wouldn't go back, don't get me wrong it's a beautiful hotel but that where it ends for me

Had a wonderful stay here at The Grand Hyatt, Playa Del Carmen! We met some very nice people & the staff was superb! Geovanni, at the front desk really helped us out finding the Cozumel Ferry & renting us a car once we got to Cozumel. He even checked up on us, texting my husband to ensure we found the rental car company & making sure we enjoyed our trip! Gracias Geovanni & The Entire Grand Club Staff for making such delicious food & giving us a first class experience!

Wife and I are staying here right now in November 2020. She loves the Hyatt hotels, specifically the Ziva and Zilara, so when we picked a hotel for Playa Del Carmen we decided to stick with a Hyatt. We did not do the all inclusive, only daily breakfast, since there are a lot of dining options to choose from. Room: Wife loves the swim-up suites so we picked a swim-up for this week. The room itself is pretty basic. The pool is great and it's nice to just walk out of your room into your pool. There is no view to the ocean and it is in the shade which makes swimming pretty cold. Main Pool Area: Due to the pandemic the resort seemed empty. So there are a lot of seating options by the pool. Service for drinks is kind of random. Other places come up to your right away to see if you need anything. We reserved a cabana for our last full day and when we showed up they seemed surprised that we had a reservation. They immediately cleaned up our cabana which had some plastic bottles floating in the pool area maybe from the night before. We also didn't get the full attention we felt we get at other places. Dining: We only ate at the main restaurant, La Cocina, for breakfast and the happy hour. The waiters/waitresses are really nice but service is not what I'm used to. There seems to be no consistency. We asked our waiter about omelettes and he said we can ask for them at the buffet line. We go to the buffet line and they say we need to ask our waiter at the table. We noticed on multiple occasions people asking for omelettes at the buffet line and getting them prepared. Also, when we did order with our waiter the wait time was over 20 minutes and they didn't even seem too busy. Not sure what the problem is since the waiters seem constantly moving and they have plenty of support. At the pool we went some time without getting service. Overall: I'm not impressed. For being a Hyatt the service is completely different than what we get at Zilara and Ziva. From the workers at those sites making you feel like family and bending over backwards to spoil you. The staff at the Zilara are always smiling and saying good morning/afternoon. When we came back from a walk downtown the guard at the entrance looked at me like I was a criminal giving me dirty looks. I finally said "Buenas noches" and then he finally answered back. The only staff that was great was Agustina who helped us out when we checked in. We figured all were going to be like her but we were wrong. We noticed a lot of things lacking and it's not like I paid a cheap price for our stay. I'm comparing it even more to Zilara because after our week here we are spending another week at Zilara immediately leaving this resort. I hope that quality has not dropped there.

I would come back here. The driveway up is impressive, the lobby is stunning. It's all open and at the end are the infinity pools and the ocean. Make sure you upgrade to the ocean view room. I didn't want to leave. The room was clean, modern, bed was very comfortable, and the view of the ocean in the morning was the best thing to wake up to. I could have spent the entire day at the pool staring into the ocean but I had places to go check out. Skip the day beach clubs. The pool at the Grand Hyatt is better, and if you're in the adult pool, you can hear the music next door anyway. The food was ok. I would expect more authentic flavors but the menu was catered to an American palette. Note - when I went the seaweed was a big problem on the beach. When you are in the pool, you can't even see it, so it wasn't so bad but if you want to go to the beach, you have to walk through the seaweed to get into the water and the seaweed kind of smells also. Check on the seaweed situation before you go, if that's a concern to you.

Architecturally is a beautiful and a newer hotel. The staff isn't too friendly or eager to help. The biggest problem with the hotel is there's hardly a beach because they pushed the hotel all the way into water. We were there 3 days and on Saturday and Sunday the pool area was pretty much shut down because there were weddings on both nights...not cool at all. The weddings take place right at the center of the pool area and after I was asked to move twice I got fed up and went to my room...it was only 3 pm.

Two infinity pools over looking the ocean and you are able to see Cozumel far off into the distance. They are amazing! The service at the pools and beach are great as well as the food and drinks. We would come back for sure!

Not one damn alcoholic drink I consumed here tasted like a drink. I paid so much for top shelf liquor, which is MEASURED OUT btw; it's practically a waste of money on a drink that will give you zero buzz. Stick to the bottled stuff - beer and champagne (although there is this Chilean champagne they are serving up that will give you a migraine if you drink too much of it). On the other hand, the service and the food is very good. And coming from where I left, the rooms here were like walking into Buckingham Palace. they smelled clean, looked clean and were clean. The size of the room was great for our family of four; we enjoyed the balcony when it was too humid. The only suggestion I have for the Front Desk, be sure to inspect your rooms before you assign a new guest to that room. It was so funny - while I was hanging out, my keen observation skills picked up on a guest who was holding a room key, which said 314, these guests were checking out. And which room were we assigned, Rm 314. That isn't cool, you have to have maintenance inspect toilets, shower and fridge before another occupant enters that way we don't carry the risk of being responsible for the previous person. In this case, that is what happened, we notified the Front Desk immediately when we encountered an issue with the toilet not flushing, the fridge was not getting cold, and there housekeeping everyday to request 4 towels/wash cloths. They had 4 guests listed but kept bringing 2 of each. Perhaps that's because the previous guests were just 2 people. Many pools, ALL clean, people from everywhere but no awkward stares. AND I PAID LESS!! If I ever return to Playa del Carmen, I'm staying here.

Grand Hyatt in Playa Del Carmen is a wonderful and sophisticated resort it's not an ALL INCLUSIVE resort but breakfast is included in your stay. It's a smaller resort but they have 3 restaurants on their ground and the infinity pools is everything and more. You want be disappointed at all and if you're looking for relaxation and a beachfront location then this is the place. I loved loved my one night stay here. I'll be back to stay longer for sure because one day wasn't long enough.

The location in the Centro Region is perfect. Walk out of the resort and go left for a lively party time atmosphere, go right towards 38th Street for a bit more laid back vibe but still fun and preferable for me in my 40s. Daily entertainment and activities. Better than an all inclusive! This areas has so much food! Also, the restaurants on site served us nothing but spectacular food everytime. Infinity pools are beautiful, staff is attentive and kind, rooms are spacious and clean, bed is comfy and concierge is so helpful. Easy Covid testing on site for return to US. Results in 2 hours. Can't wait to come back and rest here, and then shop and eat for days on 5th Ave. The girls door next door at Sky Blue massage gave me the best deep tissue massage too. Looking forward to returning.

This is a beautiful property. The food and drinks are exceptional and the service is top notch! The masseuses are fabulous and our whole experience here was great!

This hotel has very prompt service and is located on the shoreline in Playa del Carmen. The rooms were very clean and posh as I expected. The bedroom lighting options made the rooms very warm and inviting. If you are into gastronomy, it's walking distance to most of the best places to eat. I couldn't recommend a better place.

This is my 6th time in cancun area. The facility is beautiful but it's just too small to call it a resort- there are only 2 main restaurants and one sushi bar outside. They dont have buffet like other resorts- only the breakfast buffet but very limited selection and same thing almost every morning. One of the restaurants is only open during dinner time so that really limits your dining option. Food is great especially japanese food. I never expected to have a good sushi bar here but it was very good. It took mighty looooong time to get your food though. This place lets you choose all inclusive or non inclusive. It is so confusing what is included and what is not included. I ate a pringle in my room and found out it was NOT included even though I paid for all inclusive. Staff is not kind. Most of the staff I encountered had poker faces. Since I did all inclusive, I ordered 4 appetizers and 4 main dishes for myself, husband, my mom and the baby. The waiter at the Grill said i am ordering "too much." What the heck is point of doing all inclusive then?? Again, staff was not kind. I regretted not saying anything back to that waiter. I found it very rude. I read other reviews abt the annoying music being played at the beach front and YEs, I must agree it was SOoooo annoying. They play from the early morning to night- non stop. It was just too much for people who just want to relax at the beach. Overall, it was not that bad but I wouldnt come back again. I say just go to Hyatt Ziva- one of the best resorts I've been to.

Marcela, Miriam, Christian, and Luis made our experience in the Grand Hyatt Playa Del Carmen exceptionally excellent. Their kind interactions, expert food preparation, and service made the Grand Lounge experience so worth the stay. This staff sets the bar and have guaranteed this will be our preferred resort to spend time with one another. Thank you all for your service and making us feel at home while away from home.

I am still a hotel snob, but it seems after being open a year, the Grand Hyatt in Playa del Carmen has gotten some of the bugs worked out and the problems from my first visit didn't replicate in this visit. And you really cannot beat the location of this hotel- on the beach and within a block of 5th ave where all the action is. First of all, the staff is still AMAZING! A huge shout out again to Irving who works the mid level bar during the evenings. This guy is the guy that every hotel longs to have on their staff- he's personable, funny, engaging, pours a great drink and even remembered me from the year before. Now that's service! I was smart this year and got a room on the other side of the resort from that crazy bar on the north side that plays blaring music all the time. It was perfect! And I think that club turned down the volume as well as it didn't bother me at the pool either. Speaking of the pool, they got these new "butler buttons" that you just push when you want service. That's a great idea! And I got a great massage from "Nancy" at the spa and my hair done in the salon so be sure to stop in there during your visit as well. There are still some things that keep this from a perfect review. We rented a beach cabana again this year and while the service last year was stellar, this year we had to keep searching our our server down there for food and drinks. We also rented a pool day bed one day, and right after we paid, they put a sign down that said the pool was closing early. It would have been nice to know that before we paid for a days use of the bed. But nothing was bad enogh to ruin our stay. We had a great time as always!

This hotel is GORGEOUS! It is literally right on the beach so you can just step from your hotel room, past the cafe, past the beach-side bar and onto the sand into your own cabana that you can rent for a couple hours if you want (comes with a bucket of cerveza) or lounge on the sand or one of the lay-back lounge beach chairs (free). The lobby is essentially outside and opens up beautifully to the ocean front. The room was great, the only thing I docked a star for is that a little more planning should have gone into the rooms with regards to humidity as often the floors are soaking wet with humidity. Maybe some kind of passive ventilation or anti-humidifier would have been an apt choice, because honestly I was always walking on egg-shells because I was afraid of slipping. But all in all, a wonderful resort in a prime location. Even the lower-rung rooms have a partial view of the ocean from the patio, but if you're looking for a cinematic view then upgrade to the king suite which comes with a jacuzzi and semi-private pool outside your patio.

6 days and 5 nights flew by so quickly. It was quite a relaxing and rejuvenating stay at the Grand Hyatt in Playa Del Carmen. About a fifty minute drive from the Cancun Airport. The moment we arrived we were greeted by friendly faces and a magnificent pyramid fountain (I'm a sucker for fountains). The lobby is basically a GIANT pergola that leads you to the beautiful infinity pools and even more magnificent ocean. Probably the most wonderful hotel lobby front we've been to! The building design in general is very modern, so there are a lot of clean designs. It's simple with a touch of class. We got a king-sized bed with a "partial" ocean view which honestly is hit or miss depending on which floor you're staying. We ended up staying on the first floor next to Camp Hyatt, a little area for daycare. Aside from the first night we were there (Saturday), there were no other play-times. We were also located next to this Day Club which is located on the beach. I'm not sure if it's a part of Hyatt, but they had some bumpin' music playing over the weekend. This hotel was a perfect mix of relaxation and exploration. 5th Avenue is about a block away and you're able to try a lot of different restaurants and hit up local life! If we came back to Playa Del Carmen, we'd definitely stay again at the Grand Hyatt.

We booked an "ocean front room. We could have booked an ocean view but we decided to pay more for ocean front. The rooms they gave us has a huge roof of the pool area blocking half of the ocean. Management was not willing to help us with this. Very disappointing.

Worst hotel I've ever stayed having stayed at numerous resorts both in Cancun/Tulum. Booking said all inclusive -- turned out it wasn't. Breakfast was horrible.. our drinks and juices didn't come till 40 minutes after we ordered. I could have cooked a better omelette. We paid close to $800 per night and services were just horrible. The staff said we didn't need to make reservations for restaurants so we didn't. By dinner time we dressed for dinner and the restaurant didn't take us because we didn't have reservation. Additionally, not sure why this place is called a resort when there are only two mediocre restaurants. Save your money and stay somewhere else.

I love and trust Hyatt so much! Price: Pricier. Room: Clean and i like the sophisticated design. Customer service: Fantastic! Restaurants: Expensive but cool and delicious! I can't wait for the next visit there!!!!!!

Do not stay at this hotel. Worst experience I have ever had. Tons of confusion on what is considered all-inclusive and what is not. The staff would focus on guests who did not have all-inclusive. Dinners would take up to 3 hours because they would forget about us or not want to help. Make sure to review your bill at the end because they were charging us for stuff that is a part of the all-inclusive. The hotel scheduled a Covid-19 test with us but never with the clinic. Once we did get tested, results came back in less than 2 minutes, and they mixed up our results with other guests. The Hyatt recommended transportation was an hour late, driving us back to the airport. I missed my flight. Oliver told me I would receive a full refund plus the coverage of my new flight costs, but it still has not happened. I can not get in touch with anyone. They do not respond to emails or calls. I also opened a request with World of Hyatt, and they also stated they couldn't get in touch with the hotel even with an open investigation. Stay away if you want to have a good time--the worst week of my life.

Drinks - Weak. In the US, one gimlet has me buzzed. I downed 5 cocktails here and felt nothing. Coffee -Terrible and overpriced. Walk down to Starbucks...and that's saying something considering how bad Starbucks is. Food - Average. Horribly overpriced. Breakfast buffet was terrible. Not on par for a 5 star resort. We all know that designation is worthless these days. Room - Great. Had a beautiful ocean view. Service - Great, everyone was super nice. Verdict - Get an AirBNB and eat/drink locally. Place just isn't worth the money.

This hotel has beyond horrible service. Just remember if come here from a different country, this is Mexico and they have their own rules. I came here on vacation for a week and upon arrival I forgot my credit card that I originally paid with so I was told that I would not be able to check-in. So, I paid with all my vacation money and was told in 3-5 business days I would receive my refund. It have been way past that and I have not received my refund which is over $1000! They are now telling me that they are not sure when my refund will be completed because supposedly since I paid past 3 months it will take longer and it needs to go through their bank. Also, they charge a daily rate for if you use anything in the room or drink etc. They wanted to charge me $700 DAILY that would be charged on my card then released after 3-5 business days. There was no way that I was going to do this! Remember like I said this is Mexico they do what they want. The manager then asked me well then, how much can you pay? I said only cash I'm not using a card & I can only leave $200 for a deposit and that is it! LUCKILY HE AGREED. However, my sister in law checked in previously and was charged the $700 deposit and then the next day I spoke with the manager that it better only be a on time fee because I have never heard of such a thing. HORRIBLE HORRIBLE HORRIBLE experience that still has not been resolved. Be very careful with all the fees at this hotel. They are so easy to just want to charge your card.

I've been in Playa Del Carmen three nights at the Hilton next-door service was outstanding food was great they only charge us for the resort fee for a dollar a night entertainment was amazing and when we came to grand Hyatt service was awful in the breakfast at the room we stay tonight retene clean the room at 6o'clock in the evening I called the front desk and I ask what's the reason they didn't clean it at 6o'clock in the evening he told me they will come now I just don't think it's right coming from the pool do you wanna relax and not seeing people clean your room they were in extremely rude everywhere and not accommodating the front desk didn't even apologize to us , Air conditioning in the elevators is not working at all, resort fee for tonight was $65. I'm definitely not going back to this hotel I'm not recommending anyone to stay here

One of the nicest hotels I've ever stayed in. Service was phenomenal. They even bring you bottled water during check in. So fancy. The adult only pool was amazing. There were other pools with kids running around and I really didn't want to be around that. Also, being able to walk to the beach from your room was such a plus. (Beach front was the main reason why we stayed here). They have waiters down there so we were able to eat and drink on the beach. The rooms were so modern and well designed. Our room faced the check in area but there were plenty of trees and plants to give us privacy. Everything about the hotel was excellent. I would definitely love to stay here again.

My husband and I spent our Birthday week here (the first week of 1/20).Our room 184 was beautiful. It has glass pocket doors that open to to the large patio & swim up pool. Food & cocktails were great. Pool & beach are the best in PDC & very close walk to 5th Avenue.I've been vacationing in PDC a couple times a year for over 10 years & my husband lived in PDC for 5 years. YES, we would highly recommended this property.

OMG BEST HOTEL in playa del carmen. 5 stars for everything- hotel, service, food! It is seriously one of the nicest hotels in the area. You walk up a ramp to get to the front desk (there's someone at the bottom asking which room you're in and checking to ensure safety). We checked in and went to our room on the 2nd floor. Two double beds and a balcony with a HUGE bathroom. Everything is super duper clean. We called the front desk for ice because they don't have an ice machine but they brought the ice RIGHT AWAY. Room service- we got this a lot because we came back from the club late and it was convenient. I recommend the quesadilla, sandwiches, salmon salad- all really good!! Prices are reasonably for hotel prices!!! Staff is so nice and everything seemed very luxurious-- esp the infinity pools- SO SO NICE- you can see the ocean from their pools. You can also walk down if you wish. Pool service is super fast too- we got some drinks there by the poolside. They provide bug spray and lots of water. The balcony was a nice touch- you can sit outside- loved it. If I came back to the playa I would stay here!!!!!!! 10/10 Hotel is close to everything as well - since most of the clubs/restaurants are near 5th ave and 12th street. Walkable!! We got here by taking a bus from the Cancun airport. The bus was called ADO and they bring you to playa del carman. We walked from the bus station to this hotel fyi.

I stayed 4 nights here while attending a destination wedding. I loved every minute of my stay and would return here for another vacation! The hotel is clean and new. The staff is friendly and I didn't have trouble communicating with anyone, they all spoke great English (I don't speak any Spanish). I ate a lot of meals at the hotel restaurants: poolside and also for the wedding festivities (rehearsal dinner, wedding dinner, post-wedding brunch). Lots of decent options on the poolside lunch menu, and the prices were really fair, not overpriced. I loved the coffee bar and smoothie bar... nice fresh fruit smoothies for less than 5 bucks! I loved my room: modern and clean. We had 2 queens with the garden view. Plenty of space for two sharing a room. Huge bathroom including double sinks and vanity area, nice big shower with overhead shower head and good water temp and pressure. Power outlets and reading lights next to the bed! For me, it's not worth it to pay extra for the ocean view room - I barely spent any time in the room except when waking up and getting ready for dinner. Some reviews complained that the walls are paper thin and could hear everything. Not the case for me. I slept soundly every night and never heard a thing. I wasn't passed out drunk either! But I am a good sleeper. The beds were comfy and I slept great. We got the wedding block rate and paid less than $150 USD per night EACH (for 2 people sharing the room). No door hangers needed for Do Not Disturb or requesting housekeeping. It's all done electronically from the light switch and then small lights come on the outside of your door - very cool feature I had not seen anywhere else. The hotel is just 2 blocks walking distance from an awesome downtown area with a huge long street of restaurants and shops... both had traditional Mexican and also some very American options. I wish my visit was longer so that I could have ventured out to eat more often. I ate most of my meals by the pool. I felt very safe on this trip. Before I left for the trip, people were warning me: don't walk back to your room alone, don't venture off to the bathroom alone. This was not an issue while on the hotel property, I felt very safe. I recommend at least walking in pairs while heading to the streets, especially at night - but the area is very populated and it's walkable street (stay on the main road) - no cabs are needed. The local shop vendors (not part of the hotel!) are very pushy and basically swarm you when you make eye contact with a product, so I did not feel compelled to shop - I like to browse without pressure! The wedding I attended was absolutely phenomenal and the wait staff during the reception was fantastic. Really all of the staff was so nice and polite, they were truly glad you were staying with them. The wedding ceremony was in the evening on the pool deck with floating candles and fireworks on the ocean! The reception was in a courtyard, with no view of the water from there, but still, the decorations made it so beautiful. I did not use the spa - the spa menu seemed overpriced; so I opted for a cheap massage on the beach (not part of the hotel). I used the hotel fitness center once - they have a big gym with everything you'd need for your type of workout. They also offer classes for a fee. My only comment here is that the gym is tucked away and you can't see the water from that area.

Loved this resort! When you first get in there's a beautiful chi Chen itza like waterfall. This hotel is located in the heart of the town. It's in a great location, walking distance to restaurants and shops. From the entrance, pools, rooms, gym, restaurants, and bars everything was amazing. Staff and Service was great. The staff all wore masks and the staff were constantly cleaning to keep up us safe. Our stay was very relaxing. This place definitely has a little bit of everything for everyone including the children. There is also a beautiful spa, and an arcade but didn't get to check it out. I would definitely stay here again.

This place is a great stop in Playa del Carmen. Stayed here for four days and I wish I could of stayed longer. Will defiantly be back soon. Was here during the COVID and never felt safer. They took ALl necessary precautions. It's the best and newest hotel there and close to 5 ave where it is all happening. If you're planning on going to Playa stay here, you won't regret it.

I Just wanted to update to say that i have been sick from that burger for five day and cant leave my house from how sick i am, this place is worse than 1 star. Never coming here again!

Although the place is really great, it looks great and the staff is very friendly and the food delicious, client service is another thing. Concierge service was terrible, they told us they would get back to us and just never did...a no no in customer service, therefore I can't give them a star for that!