Hyatt Vivid Playa del Carmen

This resort was a Hilton when I stayed. Was the best all inclusive resort I’ve experienced. The service was five star. The staff always had a way of recognition 10/5 rule (as a hotelier) they would touch their heart with a little head bow in passing. The rooms are awesome, the entertainment daily throughout the day indoors and out. The foam party was a blast but the nightly entertainment was so enjoyable. Layout of the property and the choice for dinning are excellent. Let’s not leave out the location if you don’t like to travel and stay on resort you’re right next to the best local shopping and dining offsite for walking distance. We booked excursions via concierge service. Regardless of brand I’m sure the service is same.

Spice Buffet- the best restaurant on the resort. Had tried all restaurants and loved Spice. The food was the great, but the wait staff made the restaurant our favorite. |Sergio L, Mario Puc, and the manager Jose Garcia were phenomenal in the way they treated us like family. They always had a table waiting, celebrated our anniversary, and wished us a nice trip home. We were treated like royalty, even in our swim cover ups and hats. We very much enjoyed our stay because of them.

I stayed at this property from June 20–24 with three friends across three rooms, and unfortunately, our experience was filled with repeated disappointments from start to finish.||To begin, I originally booked the hotel under the impression it was a Hilton. Just one week before arrival, I discovered (via an email that landed in my junk folder) that the hotel had rebranded to a Hyatt. No direct outreach from the hotel staff, including my assigned e-concierge, was made to inform me of this significant change. I spent over 20 minutes in a panic trying to find my reservation, only to find out online that the branding had changed. This is not how I expected my first Hyatt experience to begin.||Three weeks before arrival, I had emailed requesting that our three rooms be on the same floor and next to each other, and that a birthday amenity be placed in the room with two guests. Upon arrival, I was told I’d have to pay $160 to be close to my friends—something that could’ve easily been clarified in advance. It felt like a money grab, especially since I had communicated our needs well in advance.||Despite letting both the e-concierge and front desk know we were celebrating a birthday (even visible on my partner’s passport), no thoughtful gesture or complimentary upgrade was offered—only a charge.||The issues didn’t stop there:||One of our group’s keycards didn’t work and she had to wait for a bellman to retrieve a new one—extremely frustrating after a long travel day.|The birthday amenity was delivered to the wrong room, completely ruining the surprise. Though a new one was sent, the moment was lost.||During a poolside event, a staff member named Emilio spoke to me rudely, telling me I couldn’t sit on a tanning chair near a cabana. Instead of offering rental info or guidance, I was scolded in a very unprofessional tone.||The daytime F&B concierge was dismissive and unhelpful when we tried to adjust a reservation. Oddly enough, when we walked to the restaurant ourselves, they were able to accommodate us without issue.||My friend got locked inside her shower—naked—and had to wait for staff to get her out. While the front desk acknowledged this and promised to send an amenity, nothing ever came.||On our last day, we spotted a roach in one of our rooms. We weren’t able to snap a photo before it ran off, but it was disturbing, nonetheless.||Lastly, the room jacuzzis didn’t work, adding yet another layer of frustration.||We spent over $3,000 on what was meant to be a relaxing and celebratory trip, but the lack of communication, poor service, and cascading issues made it anything but enjoyable.||While I always try to highlight the positive, this stay left very little room for praise. I reached out privately to give the property a chance to address these concerns before sharing publicly, but the only response I received was a generic offer to extend a “free upgrade” for a future stay—something I do not accept as sufficient.||I cannot recommend this hotel and will be choosing other brands for future travel.

Our stay at the Hilton Playa Del Carmen was nothing short of exceptional, with the main highlight being the unreal service received from every single staff member starting from the bellboy all the way to the manager. We were continuously surprised by the value we got for our money spent: High quality restaurants with amazing service and food, breakfast buffet with more than you can ask for, and activities and exercise classes galore. From the moment we arrived, we felt like everyone at the hotel truly cared, and wanted for us to have the most amazing stay, even the little banner on our door, inviting us for a visit or congratulating us on the reason for our stay (birthday, anniversary, honeymoon, etc.) added to the personalized feeling. We were not just another guest at the hotel, we were of utmost priority. That is the feeling that the staff and hotel gave us. |The only issue we had was regarding food for a vegan guest, as vegan protein options were sparse, if at all. When asked waiters for a potentially hidden menu item, the answers came up empty. Nevertheless, once we voiced our concern regarding the matter, we received amazing customer service from all parties (including the sous chef of the resort), who seemed genuinely motivated and interested in helping us get the perfect meal, even if it made things harder for them.|I also lost my wedding ring in the pool, and it was only a matter of minutes before Kevin, the manager and his team took it upon themselves to dive into the pool, or search the cleaning equipment, in order to retrieve it. At times, it felt the staff was more inclined to retrieve the ring than I was!||Two things that could improve the stay even more:|1. Cabanas by ocean: side panels flapped in the wind and into us, as they weren’t connected to the ground. This made it kind of uncomfortable as they kept hitting us, and also didn’t offer much privacy. I would suggest getting a full closer curtain (instead of two you tie together), that way there is no gap in between and therefore more privacy, as well as a curtain for the back to offer shade if the sun should be coming from behind. |2. Housekeeping: housekeeping was provided at irregular times over the week, and therefore made it very hard to plan our day out in order to allow for housekeeping as well. For example, we would come back from a morning exercise and not want to shower as to not miss housekeeping, but then would end up waiting till four until someone came. In other cases, housekeeping came earlier and caught us off guard, therefore making it very hard for us to feel at ease in our room, since someone may need to come in at any given moment to clean. This isn’t to say that the housekeeping wasn’t done well, the cleaning was lovely and up to standard, but the inconsistency of a schedule created feeling of stress throughout the stay. I of course understand housekeeping has a lot of rooms to make up, but would maybe recommend having each floor on a relatively normal schedule, so each room can know approximately when to expect housekeeping and plan their day accordingly.

We had the best time at this all inclusive resort for a bachelorette party. The food was all so fresh. The staff were all friendly and the entertainment was so fun! Zander, Chef Maria (taco making class), and Noe were all wonderful to us and made our experience great. The quiet pool was a great addition to the resort if you just want to get away from the music by the big pool and have tranquility. All in all, the resort itself was beautiful and aesthetically pleasing.

Our stay at the Hilton Playa del Carmen was absolutely amazing! The location is unbeatable—just steps from the beach and close to everything you’d want to explore. From the moment we arrived, every staff member we encountered was incredibly friendly and welcoming. You can truly feel that they love what they do. The food throughout the resort was delicious, with a great variety to choose from every day. Whether it was breakfast, lunch, or dinner, everything was fresh and full of flavor. A very special shoutout to Alejandro from the Operations team—his service was truly exceptional. He went above and beyond to make sure our experience in the swim-out suite was perfect. His attention to detail, kindness, and professionalism were next level. Honestly, Alejandro made a great stay even better. He deserves a raise! We can't wait to come back. Highly recommend this resort to anyone looking for a luxurious and welcoming getaway.

Really 4.5 but it doesn't let you do that. Excellent service. Rooms are great but our whirlpool didn't work (not a huge deal) so not a 5. Bed was really comfortable. Food and food choices are outstanding. Location is very good but if you want a nice beach you need to look elsewhere. If you are a pool person, this is the place for you.

If you are wondering if you should book the trip, 1000% do it. We had the best time! The food was amazing. The resort was beautiful. The people were even better. Definitely do the activities with entertainment team. Pepe is the BEST and gave so many good recommendations for Playa! We miss it already!