This hotel was amazing. The Turquoise exclusive pool was fantastic. Food was generally good. The Mexican restaurant was a top notch. Loved that place. Drinks were very mild (not much of alcohol) for the common area mostly but I understand why it is like that. It was delicious anyway. However, the butler service was not that great. We had two; one was a male and the other was a female. Even though we had two of them non of them were greatly helpful. I expected they were going to ask us what we need like where to print out the covid test result, the place to have the romantic dinner, how / when to check out and taxi reservation time and the fare etc. It was kinda weird for me that I have to reach out to them first. I mean the things that I mentioned above are very basic and expectable for general customers. If this facility has a butler service and promotes with that then at least they should show some real customer service experience. It was not more than just going to the concierge and ask them. Even for the personnel that I talked with through emails ahead, she didn't make an appointment for the hibachi restaurant so we were 30 mins behind from the original time that I booked. I think this hotel is generally amazing with the spectacular views, facilities and restaurants, but the customer service is a little behind from what they are charging for.

I recently booked my honeymoon stay at the Turquoize at Hyatt Ziva Cancun. My wife and I were guest of your hotel from 07 March 2022 until 14 March 2022. My wife and I are regulars to Cancun although we generally stay at another adults only resort. This being our Honeymoon, I wanted to make sure our stay was extra special and after reading all of the positive reviews about this adults only resort I booked our stay. Upon arrival I was blown away by the beauty of the grounds, but just as quicky overwhelmed with the surprise that the entire resort was not adults only and was flooded with small children. We were quickly checked in and shown to our room in the adults only section of the resort and were amazed by the beauty of our room and the attached edgeless pool that looked out onto the beach and ocean. Unfortunately, that was the highlight of our stay. The next day we went to the adults only pool which while beautiful, was too hot to swim in. We were also informed that the only food we could get at the pool were nachos or quesadillas but if we wanted something else, we were free to go to one of the other pools where we could get other food items. That evening my wife and I dinned at La Bastille, and by morning both of us had become violently ill. This was not a case of food poisoning, or colitis as the hotels Dr. had suggested. We had been exposed to some form of parasite and after my wife spoke with several other couples who had also dined at the restaurant that evening, we learned that they had become violently ill as well. When we spoke with the food and beverage manager, Mr. Noriega. He informed us that he would look into it. He never informed us of what he was able to find out or how he planned to deal with the fact that I spent my entire honeymoon being violently ill. When we contacted the hotel regarding our illness, they offered to send the hotel physician who gave me a shot of Zofran for nausea and Imodium for my other issues but stated that he felt I was dealing with Colitis. I have never had any stomach issues much less colitis. My wife who is a nurse informed the Dr. that this was not colitis but some form of parasite as she has lived all over the world and been exposed to this type of thing before. We contacted my physician in Chicago who told me what antibiotics and other medications I would need from the pharmacy based on my symptoms. My wife and I are not the type of people to complain about trivial things, but It seemed that the service at this hotel had fallen flat and was inconsistent. From the moment we checked in we were greeted by our butler who scheduled dinner reservations at the Moongate for Wednesday at 5. When my wife called to confirm on Wednesday morning, they said they were unaware of any reservation and that they were booked solid until Friday. When we questioned the butler and the manager they apologized and simply said he had forgotten. While the rooms are beautiful, they were very noisy, and you could hear people in the room next to and above you at all hours of the day and night as well as people wandering the halls. When we first complained about the noise, service and issues regarding the hot pool water or limited food options at the adult pool, we were given 10,000 Hyatt points. Yet when we informed the hotel that we along with two couples had gotten ill at the same restaurant on the same evening and provided their names, we were simply told that the hotel would look into it. In short I was forced to stay in my room or within quick distance of a restroom from Wednesday until Sunday, somehow this is not what I or my wife had imagined for our honeymoon and I felt as if the hotel could have cared less.

Amazing 🤩 we couldn’t have picked a better honeymoon destination. Highly recommended.

It's not real adults only. Just the rooms. Misleading but food was good though

Amooo

Estamos hospedados na torre Turquoize, passando nossa lua de mel e nossa experiência não começou nada bem. Ficamos esperando por mais de duas horas o transfer do hotel no aeroporto (que já estava incluso e tudo acertado). Tivemos que encontrar alguém q nos ajudasse a ligar no hotel por duas vezes para tentar resolver o atraso. Os quartos do resort, apesar de novos, tem um cheiro extremamente forte de mofo. Os quartos são amplos e com muitos espelhos, porém os mesmos ficam totalmente embaçados bloqueando a visão. Não tinha secador de cabelo no nosso quarto e tivemos que ligar duas vezes na recepção até q nos levassem um. O atendimento só é bom se você der gorjeta, o tempo todo e para tudo. Pelo valor extremamente alto que pagamos (um dos resorts mais caros de Cancún) não recomendamos. O resort é bom, tudo muito limpo e organizado, com 5 restaurantes a lá carte e outros buffet, porém não vale o valor da diária.

Muito bonito, extremamente confortável. Funcionários muitíssimos atenciosos.

Perfeito! Instalações excelentes, serviço não intrusivo e eficiente, local maravilhoso

Excelente Resort, atendimento, instalações, TD bem cuidado, perfumado, várias atividades p fazer e relaxar! Maravilhoso! Voltaria outras vezes!

Hotel muito bom. Atendimento ótimo. Várias opções de restaurantes e bares. Todos muito bons. Academia top com aparelhos de última geração. Ambientes muito bem decorados. Quartos espaçosos e muito confortáveis. Piscinas para todos os gostos,todas aquecidas. Spa muito aconchegante e com ótimo atendimento. Variados drinks nos diversos bares do hotel. O bar 3 cervezas éuma cervejaria artesanal com mesas de sinuca, vídeo game e várias TVs passando conteúdo esportivo. Para quem se hospeda na torre torquoize ainda tem direito de utilizar um day pass noresort Hyatt Zilara.

A praia do hotel é linda! O hotel é ótimo. Boa comida, drinks muito bem feitos (com e sem álcool, atendimento sempre cordial. Quarto confortável e uma ótima estrutura para diversão.

Simplesmente maravilhoso!

Lindo demais!

Mi experiencia en este Resort fue espectacular. El personal super atento. La torre Turquoize fue maravilloso nada de ruido ideal para relajarse en el cuarto. La comida es deliciosa 🤩tiene muchas actividades por hacer 👌 y lo mejor el mar sin oleaje fuerte 😍

Service was amazing, the resort was very clean. The adult pool and bar were great one the regular pools started getting kids. Highly recommend this resort for Cancun.

Very nice all inclusive resort, with a lot of restaurants. Great location and the sea views are amazing!

One massive non stop party. The staff is super friendly and ready to help. The location is stunning. The for purchase amenities are worth every penny. For kosher consumers, the Ember is a four minute walk away next door to the Chabad. This is where we will come back if we visit again.

Words do not explain how amazing this place was. From the beginning to the end, we never had any complaints. We stayed at the Turquoise area where it was adults only. That section had access to the infinity pool where you get access to the top shelf drinks. Food was amazing and service was spectacular. We definitely miss the place and will be coming back soon.

We stayed in the turquoise tower and just wow, the service and rooms were amazing. They even have a personal Butler available almost 24/7 to answer and questions and provide service. The food was average for the most part but had a lot of variety. Everything was basically and upsell even though the resort was "all inclusive". I highly recommend the cabana experience if you are staying at Turquoise, you have your own private pool away from all the kids.

I stayed there for 5 days and where to begin: I decided to wear a bikini that I considered to look good on me and the first thing that the security guy says to me is: are you staying here? You don’t look like you have money to book one of our rooms. I was like…? Excuse me? I was so bothered I had to leave and go change.There were mice in my room and even an iguana. I was like what the hell!!!! I asked them to switch rooms and they said they couldn’t accommodate me because of how cheap my tickets were.This was an aweful stay!!

Perfect vacation. From the welcome at the front door, to the time we left 2-thumbs up. Would definitely stay there again when we go to Cancun again. Thank you Isaiah & Ulysses -the best butlers ever. Started a WhatsApp group with me so whichever one was able to, they made sure a fast response occurred and every request handled efficiently. They decorated the room for our anniversary (pictures, although video would have been better), ensured we had all specific requests fulfilled to our rooms. They even reminded us to get the covid test the day before checkout (required for re-entry back into the United States). All questions that required had a detailed voice note so i could replay while looking for destination/ location e.t.c.

My experience with the resort was amazing. The facilities were wonderful. The staff is very attentive. The butler staff was exceptional. There was really no reason to leave the property everything that you need is at your fingertips. The restaurants, food shows are amazing. When I return, it will be for a stay in the Turquoize.

This was by far,the greatest vacation I have ever taken.I would come back here 1000 times if I could :) the staff is attentive, the grounds are stunning,the room was clean and beautiful.Highly recommend the Turquoise tower, adults only.The beach was gorgeous, pool was refreshing,I don't want to vacation anywhere else.Take me back!!

Un lugar muy divertido, ideal.oara relajarse y gozar de unos bonitos dias de descanso.

The service was unbelievably incredible and they have the best beach front in Cancun. If you’re staying at the Turquoize then you get butler service included and we truly got the best butlers with Ana & Gustavo. They made sure we were always good and got what we needed and gave great recommendations. They went above and beyond to make us feel special. If you want to feel like a king and queen then I would recommend this resort. Even the staff at the pools are great, we had such a good experience with Emmanuel that helped us and gave up some good tips as well. He wasn’t even a waiter but definitely assisted us greatly! We are going to come back again just because of how great the service was. The facilities are also the best in Cancun. Nice pool with great entertainment. They had shows every night and and cool events such as food eating contests, water fitness classes, volleyball tournaments and pool parties through out the resort - you always have something to do or check out and there’s never a dull moment.

Hermoso lugar. Fui por trabajo, pero la gran mayoría de la gente estaba de vacaciones. Modalidad all inclusive. El servicio es muy cordial, la infraestructura es buena, las comidas excelentes. Las playas no tienen algas. La playa principal es muy pequeña. Si piensan correr en la playa, no es el lugar adecuado. También hay una playa adicional para las suites de mayor precio, es mas amplia y no hay oleaje; pero tampoco es apta para correr. Tuve un problema en mi cuarto porque hubo una obstrucción en el desagote de la ducha. Se inundó el baño. vinieron luego a repararlo, pero no regresaron para dejar el cuarto en condiciones. El Hyatt de Playa del Carmen, me resultó mas pintoresco.

Su servicio es de primera, su atención al cliente es excelente todo el resort4 diamantes full.. los invito a que pasen unas vacaciones inolvidables

Bien ubicado Bahia y playa hermosas instalaciones en mi opinión es el mejor hotel 4diamantes 8 restaurantes 5 bares 5 albercas otro concepto no se pierdan esta experiencia

Estuvemuy a gustome en cuanto todopuendenconfiaren todolo quécorrespondeal hotelmuy buenolas playasmuy limpia llo lo Recomiendo venganmi nombre esmiguel Ángel Perez cuidense

Disfrutamos con todas las áreas de restaurantes y bares, con mayordomo que nos prepararo el baño de espuma en el jacuzzi que se tiene en el balcón de la habitación, y muchos detalles que lo hacen único y sólo hay que vivirlo.

Woooow de hotel,desde nuestra llegada nos recibieron de la mejor manera, nos asignaron mayordomo y nos acompaño a nuestra zona de registro, el cuarto y la vista increíbles, me decoraron la habitación por mi cumpleaños y nos llenaron de atenciones, los restaurantes todos con deliciosa comida, el japonés e italiano muy recomendados, el restaurante de postres una locura y la zona de café igual el bar y la piscina del piso 3 es única, tiene una vista a la zona más bonita de Cancún, fui por 2 noches y sin duda quiero regresar, que gran experiencia!!!!

I decided to write this review, simply because it was in my opinion probably the best massage I’ve ever received. If you have an opportunity to see Claudia DO IT!! She’s well worth it. Ask for her by...

We stayed in the adult-only Turquoize tower of the hotel to celebrate my wife's birthday. Exceptional service, prime location in the Hotel Zone where the Gulf of Mexico meets the Caribbean Sea, and...

I am by no means an expert on All-inclusive resorts, but I was surprised by the fact that all, except one of the bars/social areas closed at 11 pm. Also, very surprised that all of the pools closed...