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Recent guest reviews

Everyone went above and beyond. I want to mention some people that exceed our expectations. Luis @ La Cocina Christian @ Paseo Bar Eunice@ Paseo Bar Daniel @ Paseo Bar Jorge @ Paseo Bar This group of people and everyone else went above and beyond. Except for one person, her name is Amparo, she lacks of customer service skills. She isn't a people person. On a few occasions, we were sitting at the bar, and she didn't say Hi to us or anyone else; she didn't even ask if we needed anything. She is just sitting there at her computer and not paying attention to the customer that is paying her salary. Grand Hyatt has a lot of good people with excellent customer service that can do a better job than her. Thanks

The location is hard to beat. Hotel is located on the best stretch of beach and 5th street is only 2 mins away...best of both worlds. The Hyatt is the only 5 star on the beach

Incredible stay at this beautiful property . Will return

Great stay for our wedding anniversary

Felt safe and staff was super

We prepaid and they charged one room twice! My sister and beau were charged for their room even though it had already been paid for. When we brought this to their attention they said that we had only paid for one night to reserved the room. We checked our credit card bill when we got home and discovered that this was true, but they had also charged for the entire stay as well. For $900 per night one would think breakfast would be included for all. We booked three rooms for five nights and only two of us were not charged for breakfast. Staff didn’t seem to know if it was included or not. There were ants in our room and a lion fish was dropped into the pool by a seagull and staff didn’t seem to know what to do with it. Hyatt has a lot of improvements tho do when it comes to their rates. Never again Hyatt. We will go back to the Marriott.

Ocean views were over the club next door. There were ants crawling on the bed the first three days! Staff was unhelpful. Concierge directed me to their tour director who dismissed me because I was a woman. Waitstaff ignored us and stood around talking until we asked for menus, drinks, for them to take our order and for our check at LaCochinia. Food was subpar for the price charged. Our family had to wait on the street when checking in because the rooms were under my name. We had to leave the beach and walk through the resort and down to the street to get the guard to let them in. This resort is not worth the price! We will go back to the Marriott where everything is included and we are treated respectfully.

We had a very nice stay overall. The property is very nice and clean. Staff was happy to accommodate when needed. Beach was clean, although seating there is fairly limited. Luckily it was very slow our week. For the bad: the rooms we paid for weren’t available due to construction and no hot water for a good portion of the rooms. But they did accommodate after some pressure. The food was pretty so so at the restaurants. I thought the steaks were not the best. After trying 2 I decided I had learned my lesson. I actually had the best food at the buffets. The custom made omelette my last day was excellent. Despite paying for all inclusive in advance, I still had to pay about $30 in fees per night that was not “all inclusive “. I didn’t read the fine print when booking thru orbitz so just know that. All inclusive is supposed to include tips, but you should def tip some, it will get you much better service. Even a few dollars on a room service trip was much appreciated. Overall it was a pretty good stay

We had a wonderful stay for our honeymoon. The room was fantastic, fabulous amenities, outstanding food at all the restaurants and EXCELLENT service from the great waitstaff. Kudos to Carlos, Eric, Luis, Mauricio, Omar and Sarah. THANK YOU for making our honeymoon truly memorable!

Great experience and service. Will return soon!

Beautiful hotel right on the nice mamitas beach, best location in Playa del Carmen. Breakfast buffet was ok it could be better. The one think that didn’t like at all was the free parking. Even though it says free our key had to be given to the valet boys and ask for it. The last day they moved my car to the underground garage just to

The day prior to our departure we spent over 15 hours calling the hotel to get an answer about the COvId teat. The staff didn’t have the answers to our questions and kept saying the would send us an email and that didn’t happen. We finally got test confirmation 3 hours prior to our departure to Mexico. Upon arrival the resort is beautiful and in the perfect location within walking distance to 5th Ave near by all restaurants. The resort discloses a $35 restore fee daily however, it’s actually a $25 resort fee plus $10 gratuity each day. Once again when we arrived we asked about our appointment for the COVID test and we were told they would let us know, never got an answer we had to keep asking until we finally got an answer 8 hours after arrival. Be aware that all inclusive does NOT include everything,the hotel does not disclose that on the website. There are no activities within the resort. Not all restaurants are open, the breakfast is very limited. The gym is not open. The staff is very friendly.

Very nice hotel, staff was wonderful. Great location, close to shops, restaurants and night life.

1a Avenida esquina Calle 26 Playa del Carmen QROO

Room options

Ocean Front Room with 2 Queen Beds

2 Queen Beds | Sleeps 4

Hyatt Room with 2 Queen Beds

2 Queen Beds | Sleeps 4

Garden View with 2 Queen bed with small plunge pool

2 Queen Beds | Sleeps 4

Partial Ocean View Room with 1 King Bed

1 King Bed | Sleeps 4

Guest reviews for Grand Hyatt Playa Del Carmen Resort

Everyone (38) Couples (9) Family (10)
5
Family

Everyone went above and beyond. I want to mention some people that exceed our expectations. Luis @ La Cocina Christian @ Paseo Bar Eunice@ Paseo Bar Daniel @ Paseo Bar Jorge @ Paseo Bar This group of people and everyone else went above and beyond. Except for one person, her name is Amparo, she lacks of customer service skills. She isn't a people person. On a few occasions, we were sitting at the bar, and she didn't say Hi to us or anyone else; she didn't even ask if we needed anything. She is just sitting there at her computer and not paying attention to the customer that is paying her salary. Grand Hyatt has a lot of good people with excellent customer service that can do a better job than her. Thanks

By , from Killeen on Nov 23, 2022

Review comment responded on Nov 23, 2022

Dear Jose, Thank you very much to share your comments with us. It is great to read that you enjoyed the attentive services of our staff. Luis, Christian, Daniel and Jorge will be very happy to know your feedback. For Grand Hyatt Playa del Carmen Resort our guests are in the core of our essence and they are the most important for us. Our staff is well trained to take care of our guests with high standards of quality, service and respect, what you lived in your stay is not a common practice in the resort. We look forward to welcoming you soon again!Warm regards,

5
Friends

The location is hard to beat. Hotel is located on the best stretch of beach and 5th street is only 2 mins away...best of both worlds. The Hyatt is the only 5 star on the beach

By on Oct 26, 2022

Review comment responded on Nov 1, 2022

Dear Jonas, Thank you for your amazing feedback. Great to hear that you enjoyed your stay at our Grand Hyatt Playa del Carmen Resort. We look forward to welcoming you for your next stay.Kind regards,

5
Family with small children

Incredible stay at this beautiful property . Will return

By , from Los Angeles on Jul 19, 2022

Review comment responded on Jul 19, 2022

Dear Gordon, Thank you for your review! It is great to hear that you enjoyed your stay at our hotel. We look foward to welcoming you here in your home away from home. Warm regards,

2
Everyone

By on Jun 27, 2022

3
Everyone

By on Jun 24, 2022

5
Family Partner Couples

Great stay for our wedding anniversary

By on May 8, 2022

Review comment responded on May 11, 2022

Dear Guest, Kindly allow us to express our gratitude for your high praises and remarks regarding your recent stay at our paradise in Grand Hyatt Playa del Carmen. We hope to see you back soon and confident that we will make of your stay a remarkable one. Sincerely Grand Hyatt Playa del Carmen

2
Everyone

By on Apr 2, 2022

5
Family

Felt safe and staff was super

By on Mar 21, 2022

Review comment responded on Mar 24, 2022

Dear guest, Thank you for your amazing feedback. Great to hear that you enjoyed your stay at our Grand Hyatt Playa del Carmen Resort. We look forward to welcoming you for your next stay. Kind regards, Grand Hyatt Playa Del Carmen

2
Family

We prepaid and they charged one room twice! My sister and beau were charged for their room even though it had already been paid for. When we brought this to their attention they said that we had only paid for one night to reserved the room. We checked our credit card bill when we got home and discovered that this was true, but they had also charged for the entire stay as well. For $900 per night one would think breakfast would be included for all. We booked three rooms for five nights and only two of us were not charged for breakfast. Staff didn’t seem to know if it was included or not. There were ants in our room and a lion fish was dropped into the pool by a seagull and staff didn’t seem to know what to do with it. Hyatt has a lot of improvements tho do when it comes to their rates. Never again Hyatt. We will go back to the Marriott.

By on Jan 4, 2022

Review comment responded on Jan 4, 2022

Dear guest, Thank you very much for your feedback and also for taking the time to share your comments about your stay with us. I sincerely apologize for any inconvenience you encountered during your visit. At Grand Hyatt Playa del Carmen Resort we constantly strive to provide our guests with the highest level of product and service and we would like to apologize for not being up to the standard on this occasion. We will share your comments with the entire team. Best regards,

1
Family

Ocean views were over the club next door. There were ants crawling on the bed the first three days! Staff was unhelpful. Concierge directed me to their tour director who dismissed me because I was a woman. Waitstaff ignored us and stood around talking until we asked for menus, drinks, for them to take our order and for our check at LaCochinia. Food was subpar for the price charged. Our family had to wait on the street when checking in because the rooms were under my name. We had to leave the beach and walk through the resort and down to the street to get the guard to let them in. This resort is not worth the price! We will go back to the Marriott where everything is included and we are treated respectfully.

By on Dec 29, 2021

Review comment responded on Jan 4, 2022

Dear Guest, Many thanks for providing your feedback, we appreciate it. We are sincerely sorry for the inconvenience. It is unfortunate to hear about the experience you had, this is definitively not our standard of service. We will certainly address all the comments below to make sure immediate action is taken and that pertinent changes are made. Best Regards,

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