Hyatt Ziva Riviera Cancun

We’ve been loyal to Hyatt for years and always had incredible stays, but this was the first time we left feeling really disappointed. We booked two Club Master Suites for a summer family trip (we had family visiting from Europe) and wanted to give them that wow resort experience. Unfortunately, this one fell flat. Let me start by saying the staff was lovely and welcoming when we arrived, and we were greeted with champagne at check-in. We arrived around midday, and while the rooms weren’t ready yet, they let us enjoy the pool and lunch, which was nice. Once we got our rooms (around 2 PM), the issues started. We booked one room for 2 people and the other for 3, so we needed the sofa bed made up, and it wasn’t. We also noticed both rooms were missing basic things: not enough towels, no bathrobes or slippers, dirty cups with lipstick stains, dirty sheets, and no welcome gift that we usually get as Globalists. On top of that, the minibar wasn’t stocked the way it should’ve been for the room category—no premium drinks, just the basic sodas and beers. We called the front desk three times to get everything sorted before someone finally took action. Eventually, after speaking to the duty manager, the butler reached out and handled everything we asked for, but the fact that we had to push so hard to even get the basics wasn’t great. The biggest letdown? The overall cleanliness. The furniture in the rooms and throughout the resort, including the Club Lounge, was stained and just felt dirty. I didn’t even sit on the couch in our room because it looked gross. This place seriously needs a deep clean. The breakfast at Afthonia was great; they have a solid buffet with a good mix of hot and cold items, and the omelet station was our fave. Rue de Rivoli (adults-only French) was lovely; every dish hit the mark except the crème brûlée, which just didn’t taste right. Shout-out to Raul, our waiter; he was amazing! The Japanese restaurant was another highlight. The Pad Thai was chef’s kiss, and our waitress Adriana was such a gem. We tried to book hibachi the moment we arrived, but it was fully booked the whole time — we ended up watching someone else’s table show instead. We weren't aware that the beach would be bad this time of year (sargassum season), as we usually only travel during spring or winter. The pool's water was green, had an oily film, and left a dark ring on your skin, or it stained the swimsuits yellow. We saw the staff trying to clean it, but unfortunately it wasn’t enough to keep the pools clean. The only pool that felt decently clean was the adults-only one, maybe because it’s more tucked away; I’m not sure. The vibe of the resort overall was kind of… boring. There was barely any music during the day, and unless there was a kids' dance class going on, all you heard was children playing. There’s no background music, no real energy, just not the kind of resort vibe we were hoping for. Thankfully, we booked two excursions through Victor at Amsta