TripAdvisor Traveler Rating

Having come to cozumel for over 20 years sometimes twice a year we regretfully tried a new place. The worst experience ever, the staff what staff they had were rude like they were doing us a favor. The Res...tuarant which has specific hours never had food that was on the menu you could get a chicken salad with one cube of chicken… no towels in our room, pillows did not have pillow cases on them and oh the list goes on… No service at the beach and the drinks which you had to go to one specific bar were the worst… The web site said top shelf a total lie unless you want to upgrade to the hotel next door which belongs to the same group at which they tried to sell us a 69000.00 time share. Disgusting!!!!! To say the least. We were forced to pay 80.00 in cabs to go eat in town every night as the food was so bad. Anyone who stays here it’s at your own risk !!!!! They are full of it and oh no smoking anywhere, So one can’t relax with a cigar and a drink. I can go on and on for a lot longer This was disgusting and very disappointing

This is our 2nd stay and we won’t be going back. The good…. The staff are friendly and willing to help. Oceanfront views are fabulous. The bad…. Only 2 restaurants and not both are always open. The men...u doesn’t change it’s the same food everyday. After day 4 we started getting taxis to in town for food. ZERO PERKS FOR Hyatt Status.

Dec 2023 for 8 nights Check in was not informative. TV in room supposed to have daily activities/restaurant schedules, not helpful. Hotel has a phone app that does not communicate with user. I could ge...t restaurant hours but no housekeeping help/roomservice/minibar refill/maintenance calls. Turns out, no room service, mini bar only filled up on arrival. I did request a ground floor room, and got 3012, building on walkway on the beach. One day, after room cleaner finished, A/C unit started dripping lots of water.......phone in room did not work to call desk, that day, had to walk up to front desk to report a/c....Maintenance guy came in when I was gone, and was in and out in 20 minutes, a/c worked better than it had when I checked in.. Morning buffet was mediocre....no Mexican pastries I have had at 20+ resort stays in the past. No information given about dining at the other 2 properties on the site. Hotel website shows inroom coffee maker, non present. All service staff are great, and helpful. Restraunt hosts, servers, bartenders were all great, and very hospitible, helpful. I have stayed at a couple of Secret's resorts, and a couple of Dreams resorts, and this brand did not live up to either of the others reputations. I worked for Hyatt Hotels, out of college in 1979-81, and this place is definitely not up to the standards we had back then. And now, summer of 2025, pricing for this property, on Cheap Caribean, Apple Vacations, and Travelocity, all show it is now priced $200-500 more per person for a week than either Dreams, or Secrets. By reading recent reviews, they certainly do not deserve that much of a bump in admission fees......Don't go here, not worth your time or money

I always have low expectations when staying somewhere so I am always pleasantly surprised. This resort didn't even meet my low expectations. The Good - The room was clean and comfortable. The AC work...ed well. The housekeeping staff was great. The pool area was good - if you like kids. The beach bars had friendly bartenders and were a good place to hang out. The coffee/ice cream shop was good. The Bad - There are only two restaurants at the resort. The menu didn't change at either restaurant, so you eat the same things for lunch and dinner. We learned the best things to have at both restaurants and had that everyday. The nachos at the lunch place were terrible. This is Mexico and I don't even think the staff would eat the nachos. The wait for lunch was long. One day we had 18 people ahead of us. Every all-inclusive resort should have a buffet so there is a good selection of food and no waiting to sit. This resort does not have one. Internet was bad. No internet in the restaurants or beach bars or in our room. No nightly entertainment. No special food/night set up day or night. I like to sail and neither sailboat worked. They said they hadn't worked for a long time. Not much else to do.

Everything was horrible. I did not receive my welcome bar after being told daily that they would set it up. My refrigerator did not work, upon arrival there was one soda in the refried left from previous o...ccupants AND the refrigerator was dirty. I did not have towels in my bathroom for me to shower or dry off with. I called the FD and was told that I would receive those items but never did. I had to ask the cleaning guy the next morning in which he provided towels and 4 bottles of water. He noticed the refrigerator was off and stated he would report it but never did as I NEVER received a call, note on the door or any other communication (after reminding them daily). Hair was on my bed and on the floor. My AC unit leaked everyday regardless of what temperature it was on. The food was horrible and not properly stored when put out for consumption (fruit bar). There were fruit flies everywhere including on the fruit. People were picking fruit up with their bare hands to eat. I would NEVER recommend this resort to anyone. The manager was never there in the morning, only after 3:00 pm and the front desk never notified them of my complaints and wanting to speak with a manager. When asked to move to a sister property next door, you had to pay a fee. This resort is made for locals to enjoy. Nothing about this resorts is pleasing and worth a stay. Hyatt Inclusive Collection takes no responsibility in how this resort is a representative of their brand.