Ratings based on 996 Verified Reviews
4.5 Room cleanliness
4.4 Service & staff
4.4 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 18 Nov 2024
Fantastic staff, they were helpful and very friendly, great dining, beautiful views from room and throughout the hotel - only ask is to add more equipment to the gym!
Comment from Hotel Management
19 Nov 2024 by Elizabeth Madrid, Hotel Management
Hi Donatello! Thank you for the 5 out of 5 rating. We are delighted you had a pleasant stay here with us at Grand Hyatt Playa del Carmen Resort. Please be sure we will share your positive comments with our management team and we will follow up with the equipment to the gym for your next visit. We look forward to welcoming you back in the near future. Cordially, Elizabeth Madrid
by A verified traveler from West Covina
Posted 4 Nov 2024
Comment from Hotel Management
4 Nov 2024 by Francisco Compean, Hotel Management
Dear Jay, Thank you for the excellent rating. We are so glad you had an amazing visit at our hotel. It was our pleasure to welcome you. We appreciate your rating as it helps us continue to provide great service. We look forward to welcoming you as our guest again soon. Warm regards,
by A verified traveler
Posted 31 Oct 2024
I loved everything. Everyone was so helpful especially the waiters around the pool. Bonus that it has a kosher restaurant on site.
Comment from Hotel Management
4 Nov 2024 by Francisco Compean, Hotel Management
Dear Joie, Thank you so much for your feedback! We're thrilled to hear you had a wonderful experience and that our team, especially the pool waiters, made a positive impact. We're also glad you enjoyed the kosher restaurant. We hope to welcome you back soon!
by A verified traveler
Posted 6 Oct 2024
I love that I can walk from the property on to the beach. I was not fully aware it was not an all inclusive hotel. The staff was amazing if I wanted to walk around or go on a tour to Cozumel I really enjoyed that.
Comment from Hotel Management
7 Oct 2024 by Kari , Hotel Management
Dear Tahisha, Dear User, Thank you for your feedback. We are overjoyed that you had a great stay. It is fantastic you walked from the property to the beach and you liked our great location. We are happy to hear that you enjoyed your tour and the staff was amazing! Thank you for staying with us! We hope to have the pleasure of welcoming you back in the future! Best Regards,
by A verified traveler
Posted 5 Oct 2024
Comment from Hotel Management
7 Oct 2024 by Kari, Hotel Management
Dear Nadeem. Thank you for your five-star review. We are happy you enjoyed your stay with us! Thank you for staying with us and we look forward to welcoming you as our guest soon. Warm regards,
by A verified traveler
Posted 2 Oct 2024
Comment from Hotel Management
15 Oct 2024 by Francisco Compean, Hotel Management
Dear Rebecca, Thank you so much for your good review of your recent stay with us! We are thrilled to hear that you had a great experience. We look forward to welcoming you back in the future! All Best.
by A verified traveler
Posted 1 Oct 2024
2 cockroaches in the room and one in the bathroom
Comment from Hotel Management
15 Oct 2024 by Francisco Compean, Hotel Management
Thank you for bringing this to our attention. We sincerely apologize for the inconvenience you experienced during your stay. This is not the standard we strive for, and we take such matters very seriously.Rest assured, we are addressing this issue promptly to ensure it does not happen again. Our guests comfort and satisfaction are our top priorities.
by A verified traveler
Posted 29 Sep 2024
The hotel did not confirm a reservation for my partner for the border control so that the border control did not let them in the country and keept them in a detention unit for one day. For the hotel confirming someone's reservation costs ZERO, and denying it costs the denied person a ton and a psychological trauma for the rest of their lives.
Comment from Hotel Management
9 Oct 2024 by Francisco Compean, Hotel Management
Dear Egor, thank you for sharing your experience with us. I sincerely apologize for the distress caused by the situation with your reservation. We understand how important it is for guests to have the necessary documentation for travel, and we regret any inconvenience this has caused. Please know that we take your feedback seriously and will review our processes to ensure this doesn’t happen in the future. If there’s anything we can do to assist you further, please don’t hesitate to reach out. Francisco Compean
by A verified traveler
Posted 26 Sep 2024
I really wished I had stayed more nights here. Overall wonderful experience
Comment from Hotel Management
9 Oct 2024 by Francisco Compean, Hotel Management
Dear Delia, thank you for taking the time to share your feedback about your stay at our hotel. We’re thrilled to hear that you enjoyed your stay and appreciate your kind words. We look forward to welcoming you back in the future! Best regards, Francisco Compean
by A verified traveler
Posted 20 Sep 2024
Comment from Hotel Management
23 Sep 2024 by Ricardo Gómez, Director of Revenue, Hotel Management
Dear Mr. Nachum, Thank you for your kind words and the excellent rating. We are delighted to hear that you had an enjoyable stay with us. It was truly our pleasure to host you, and your feedback is invaluable in helping us maintain and improve the quality of our service.We look forward to the opportunity of welcoming you back in the near future.Warm regards,Ricardo Gómez
