Hyatt Ziva Cancun - REVIEW - MASTER THREAD
 

Looks like it is now open, and my reservation for tomorrow 'should' still be good. I say, 'should' because last Friday I received an e mail from the hotel asking for my flight arrival details and confirming an arrival on Sun 11/15. I responded by advising them of my res # and flight details with an arrival of 11/17, but have not heard back from them. (HGP website still shows my correct info).

now that the property is open, has anybody been able to see any real life pictures? especially of the rooms?

I called yesterday to book 4 nights in March for my wife,my daughter,and I. The phone agent wasn't able to process it so I was passed on to a supervisor. There are standard room available however she said the property hasn't loaded GP redemption space to include a third guest, and that in time that should be updated. This is a popular week so I'm concerned about space, and I don't want to book flights without this being secured.Has anyone else experienced this ? Any thoughts or ideas would be appreciated..Thanks

Hyatt Ziva Cancun (Open 11/17/15) - REVIEW - MASTER THREAD
 

Dear Flyertalkers,

Hyatt Ziva Cancun opens its doors in one of Cancún’s most pristine and exclusive beach locations, Punta Cancún. Surrounded on three sides by the Caribbean Sea, the 547-suite Hyatt Ziva resort has undergone an approximate $85 million expansion and renovation creating a new luxury all inclusive experience for guests of all ages. The resort is owned by Playa Hotels & Resorts and will be managed by Playa Resorts Management, the operational component of Playa Hotels & Resorts.

Just arrived and as par for a new opening there are some glitches. Lots of construction/work still going on and very little of the old Dreams main lobby remains. My club room was ready when I arrived at noon, but other than a separate check in and Club Lobby Lounge (along with a higher room rate) nothing was different than the amenities in the main hotel. My res promised a bottle of sparkling wine, top shelf liquors in the mini bar, butler service etc. I was escorted to my club room, which was average at best and shown the mini fridge that had 2 lite beers and 4 cans of soda. I did bring the discrepancy to management in the form of my printed res info detailing the Ziva Hyatt Club floor benefits, and was told they would look into it. Also be aware they currently do not accept Amex or American bank debit cards. But on the plus side, the sun is out, temps are in the 80's and I am NOT in NJ...to be continued. I'm back... Just found out, of the 8 'fine dining' restaurants available (and already opened), only one Moongate a pan Asian restaurant will be open tonite. They then said they would send up a room service menu for me! Now about 7:30 pm -- was told I could use the restaurants at Hyatt Zilara, but would need to take a taxi (140 pesos each way--about 25 US r/t) Decided to go with that option and had a nice dinner at Zilara's tapas bar, with a stroll around that property. Good choice, as food and wine were excellent! Back now at Ziva, expecting something in room (given the managers sincere apologies about what my res stated--but nothing, not even the stated club room turn down service. Now before everyone starts to flame me as a DIVA, let me explain... This was a one night splurge and I paid $60 for the club room upgrade, and did call yesterday to confirm a restaurant reservation for tonite (and again today at check in)--but was told it was closed only when I went to check the menu at the actual restaurant this afternoon, none of the restaurant post menus yet.
As I write this a delivery comes to my room with one glass and a bottle of champagne.

A new day here in Cancun with clear sunny skies. Turned on the tv, but severe pixelation is on every channel. Also be aware that they do offer 4 kids programming,but all are in Spanish. Of the 49 channels, only 2 are in English, but due to the aforementioned pixel issues, it doesn't matter. And you are in Cancun so what are you doing in your room watching tv;)
Bathroom is large with big walk in rainshower (no tub), and high end toiletries-KenetMD. Drain had some issues, so if you take a long shower, you'll most likely flood the room. Interesting feature- if you get up at night and step on the floor bedside, the light goes on in the entrance way and bath! Large fluffy bath towels and double sinks. The only mirror is in the bathroom, so it may be interesting if 2 or more are getting ready at the same time. None of the ice machines were working on any of the floors I checked-4, but was told that would be fixed soon and they would deliver ice to me. PS- regarding club room amenities, the hotel guide with info and room service menu does state: Special welcome beverage, Daily stocked in room mini bar with beers, top shelf liquors, sodas, juices and snacks, Modern gourmet in room Nespresso coffee system...none of which were evident in my room except for the 2 cans of lite beer and 4 cans of soda. So yesterday's situation with the Club Concierge asking me for proof via my printed out reservation, was not truly necessary. I wlll be checking out at 11 this morning, and as Platinum hadn't expected (and didn't receive) anything more than what my reservation stated. Actually, come to think of it, I got less. Although at check in my status was acknowledged. All in all this will most likely be a fantastic hotel, and it has only been open 3 days and appears to still be working out the kinks.
At check out, I was asked how was my stay, and I began to list the issues, the agent wrote them down and apologized. Strangely enough I did not receive any receipt of my bill, I asked for it and was told they do not give them out unless added charges were made. Checking my credit card when I got home, I did see that I was charged and it appears higher than what my rate quote was--maybe they put a certain amount as a 'hold', but as I have no written receipt, not sure of what was charged.

i have reservations for january 20-25 and i needed to know if all the renovations will be complete by then? also, i am having a hard time finding real life pictures of the property and accommodations. would you be able to direct me to some?

thanks for this review, keep it coming!

would you know if not having a tub is a feature of just the club room or is that resort wide?

Not sure, but as a 'family' resort, I know many people would want to have a tub for bathing children, which is why I mentioned it. Also the fact that while they do have Nick, Disney, Discovery Kids and Cartoon Network-- all are only in Spanish.

I called 3 times the reservation hotline - no way to redeem my points at Hyatt Ziva Cancun as a diamond member for any date on thxgiving week (23-27), even though there is "standard room" rate available. What is the point of being a hyatt diamond member if there is such "limited" amount of point rooms available?!

I felt so frustrated so I registered today only to leave this message here, hope it will be helpful for other members before planning to trip.

'the 547-suite Hyatt Ziva resort' ??:confused: You make it seem like it is an 'all suite' resort... I just returned from a stay in the Club section of the Hyatt Ziva, and my room (along with 5 of the other 6 on my floor), were in no way to be considered suites.(From the emergency exit picture on the door- only room 707 appears larger and may be what is considered a suite). I was in room 701, and the room was average size with one king bed. Granted it did have an ocean view, but all the club rooms do have that.

Yes there is still considerable construction going on, and when done it will most likely be a beautiful resort. It does have a large beachfront separated from most of the other Cancun resorts at the top of the 7. Additionally, the Tues night I was there, of the advertised 8 'fine dining restaurants' only 1 was open -- a pan Asian. My other choices for dinner included the beach bar, and Chevy's a hot dog/burger/fast food spot. The French, Italian, & Mexican high end choices were not open, even though I had checked earlier in the day and were told all would be available. It was suggested at that time, that I could also use room service-- and they said they would send up a room service menu (none was in the room). I then remembered seeing that we should be able to use the restaurants at the sister Zilara resort (a $10 cab ride away), they were able to call Zilara and confirm this arrangements-- where I had a great dinner at the Spanish Tapas restaurant.
As for the rooms, the beautiful large flat screen tv, had severe pixilation issues, and there are only 2 of the 49 channels in English (CNN & BBC). The hotel said this problem was caused by storms knocking out the cable.
If you are staying in the Hyatt Club, be aware some of the benefits listed do not exist. I was told as part of my Club upgrade there would be a 'welcome drink', fully stocked in room mini bar with high end liquors, beer, wine, soft drinks and snacks (mine held 2 lite beers and 4 cans of soda...period), a bottle of sparking wine, and a 'state of the art in room Nespresso machine. None of which were evident, and when brought to the attention of the management, I was asked to provide proof in the form of my printed reservation (which I did). They still seemed skeptical-- but delivered a bottle of champagne to my room. I then found the same Club Benefits listed in the aforementioned room service, hotel guide that was sent up.
Again, I do not want to appear Diva-ish, and realize the property has only been open less than a week, and a variety of kinks need to be worked out.
Also, they did not accept Amex or American bank debit cards, so come prepared with a regular Visa or MC. At check out, I did not receive any receipt, and when I asked for one they told me it is only provided if I had charged anything additional to my room-- above and beyond what is included in the 'all- inclusive' rate (I had no other charges).

PS- yes, all of these issues were brought up to the staff as they occurred and again at check out.

I'd have somewhat low expectations for this resort for the first months given the head mgt was formerly at ziva pv. It took that resort a long time until it was fully operational. From our experience there, during the first week, things that HGP stateside had confirmed with personnel on property were non existent.... just a word of caution. I'm sure, given time, it will be a wonderful resort.

Yikes, I have reservation for a quick 3 night trip in two weeks. I am tempted to cancel and stay somewhere else.

I am thinking of going there in January 2016. Do you guys think the construction will be done by then?

Also, how does this property compare with Westin Lagunamar?

I then remembered seeing that we should be able to use the restaurants at the sister Zilara resort (a $10 cab ride away), they were able to call Zilara and confirm this arrangements-- where I had a great dinner at the Spanish Tapas restaurant.

Since both places are all inclusive, I assume you did not have to pay at Zilara for dinner? Sorry, this sounds like a stupid question. But, I have been on cruises that says all included, but then you still got to pay for certain things.

There was no charge for any of the restaurants/bars/services at Zilara. At Ziva there was no bracelet or any other need for id for services, but at arrival at Zilara (Ziva had called ahead and advised of my arrival), I was given a bracelet and told I had free use of everything until midnight. All their restaurants were open and except for the Chef's Table, all were available. I was disappointed that only one of the advertised fine dining spots at Ziva were available- they were all open the previous 2 nights, just not on the only night I was there.

Anyone know what a Diamond Suite Upgrade gets you at this resort? Just an upgraded ocean view like the other Zivas? Heard Diamond recognition is pretty lax at these all inclusives.

Also, was wondering what kind of renovations were done since being converted from the old Dreams resort (upgraded common areas, rooms, and bathrooms?) Thanks in advance

Had a 3 night stay right before Thanksgiving. Used a DSU and was booked/confirmed into a Pyramid Suite. However at check-in, I was told the Pyramid Suite was not available (unclear why) and they instead moved us to a Swim-Up King (as opposed to a swim-up suite). That was just one of the many problems we had during our stay.

No Response
 

It has been 3 weeks since my disappointing stay ay Ziva Cancun and not a word from Hyatt. No 'survey' or 'sorry about the problems' from Hyatt or the local hotel management. I know the property acknowledged the issues -- or at least I saw the Club Agent writing them down, but given this is a brand new Hyatt, I would assume they would care, but I guess not. I was charged the correct amount, even though I did not get the services promised.

Are guests at Zilara able to dine at Ziva?

Out of all the restaurants the Tapas restaurant is the best.

For those who have stayed at Ziva, how is the cabana situation? Per the reviews at Zilara, those by the pool are seemingly occupied by sunrise, but the beach cabanas remain wide open during the day. What is the situation at Ziva?

Also, for those who have stayed in the Pyramid Suite, does that allow concierge/club access? I'm getting mixed messages on that from the people I have contacted at Hyatt, and would prefer to know what is happening from one whose "boots were on the ground."

Thanks in advance.

Since I didn't get a reply I want to share that I just read a trip/hotel report from someone staying at the Zilara and it mentions that guests from the Zilara can indeed dine at the Ziva and vice versa. Happy travels to all.

Just booked a quick getaway for myself and the wife...Jan. 29th - Feb. 1st. Will be our first time at an all inclusive resort.

Any tips you can give us?

Stay away from French. Italian is good. Zilara is walkable if you don't mind walking off your meal after. ~20-30 mins through the entertainment strip. :)

Sounds like Zilara is a better option than Ziva. Wasn't available...at least not on points during our stay at no cost?!?!?
I've read we can go use those facilities and that the food is much better.

Spent couple days at the end of last year
 

I booked two rooms last year by trading in two Chase Hyatt Cards' award rooms. Got one room Club Corner Suite, the other SWIM UP DOUBLE(pyramid).

Got the 15h floor Club tower inside corner Suite. View is great, got to catch sunrise and sunset! Jacuzzi is out on the balcony. did not get private check in though. Don't really matter, we didn't wait at check in. This suite is on one of the sharp triangle corner, had a pretty big living room, two large HDTV.

Swim up double turn out to be a king suite. We wanted it to be close to the club tower, so they give us the corner unit closest to the tower. We let the grand parents took this suite, worked out great. But this suite is in wifi dead zone. no curtain or shade for the east facing window! also the phone can't be dialed in, but they can call out.

Hotel location is great, pools are nice, and you can pick your surfing or nursing beach!

Kids loved the steak at the Tradewinds. visited the candy shop several times a day. Italian restaurant was OK for me, Pizza is good, so is the Veal. But no fresh bread, kind of odd. Buffet is pretty good, lot of seafood. Make sure get them fresh, guess I got lucky with Mahi-Mahi & tuna steak. Also check out the grill station, other then the cooking time, we didn't have to wait much. One day they had some Dim sum, surprisingly, not bad. Fajitas is good, they actually have both corn and flour tortillas.

Stuffs are very nice, worked super hard for you. Some times service maybe slow. But we are on vacation, not really in any hurry for anything. Our flight was in late afternoon and also got delayed. They won't let me do late checkout, but did give us a suite to shower and change before we left. Guess it helps to be nice with them and play the kids and grandpa cards.

All in all, this is the best Mexican All inclusive we have stayed.

You are very lucky. We also stayed a couple days with kids and used the Hyatt Visa free nights. Despite having jetted tub on the reservation confirmation email, we were put in a shower only unit on the 12th floor. Through out our stay we were fighting roaches and we complained a couple days ago, but there are still dead roaches through out our hallway. I just can't believe this is a hyatt. This was also our honeymoon which has embarrassingly been ruined. The dolphin show and interaction was not available and was one of the principal reasons we chose this hotel. Some notice of this would have been nice, but given the level of service we have experienced I'm not surprised no one bothered to contact us. I'm going to have a very meaningful conversation with the diamond line when I get home tomorrow. This was the worst experience and we will NEVER return here again!!!

Man, I'm not happy to hear this as I'll be there in a few weeks...sorry it's worked out that way for you.

Would you mind detailing some of the service issues you've had?

Spent 4 nights here in mid-December and actually loved it.
Maybe my expectation was set so low from bad reviews but ididnt have any major issues and i am planning to return this year.
Loved the location and the food was surprisingly good in most restaurants.

Few things i noticed but didnt bother much
- No diamond recognition but they are more than willing to upgrade your room if you ask
- DSU gets you Pyramid Suite but wasn't bookable during my stay(under construction)
- No jetted tub in rooms unlike the description on their website
- No dolphins yet
- Rooftop pools were under construction

So just booked this hotel for check-in this coming weekend. Tried to use a DSU - Gold Passport (GP) called the property - apparently the property had previously asked GP to switch the policy in their systems for room upgrade from the Pyramid Suite to the Oceanfront King Room. GP systems weren't updated as yet - so GP apparently had to listen to the property and were thus only able to give me Ocean King room.

I requested GP to conference me in with the property and explain to them that the DSU should be a "Suite" not just a different room category, and I was given the Pyramid Suite after my insistence. Hopefully this policy change is not a permanent thing.

Additionally, the hotel rep made it sounds like club was an upgrade they were giving me due to the DSU usage - when club is a diamond benefit.

Have heard a lot of good things about the property - hopefully they do respect the diamond benefits when we get there.

Please do report back on your experience for those of us with later reservations using the DSU into a Pyramid Suite, as it's not too late for us to change!

It sounds like most issues are "new resort" issues that they need to work out the kinks. Cockroaches are of course a major no-no, but bugs to happen.

What about the seaweed situation at the beaches? Was it still an issue and staff are busy cleaning it throughout the day, or has the issue died down and it is now a non-issue?

We are planning a trip for New Year's 2017 (likely Dec 29 - 3), so I know it will be peak season. We'd be locking in points and CC free nights to make it happen, so we will be booking well in advance.

Family of 4 with two toddlers.

I only have the Platinum status via chase hyatt card. Can I get a room with the hot tube in Balcony??... if I book with points?

I tried booking with points almost 9 months out with a 7 & 5 year old....they would not release rooms to fit 4. good luck

Probably not for free - if it's really important to you, contact the property and ask if they'll confirm that feature for a cash copayment (note central reservations line cannot do this).

Leaving on Friday for a 3 night stay.

Can anyone tell me if we need reservations for restaurants?

No reservations is needed for all restaurants.