Hilton Playa Del Carmen, an All-Inclusive Adults-Only Resort

The locThe location was amazing—a beautiful property; however, the early closing of bars detracted from the experience. It's an adults-only all-inclusive, for God's sake, and there were some communication challenges. For example, wanting to go to the chef's table. We walked in on Friday but were never told that they are closed on Saturday, even after saying we would come on Saturday. Great experience overall.

Myself and my partner recently had our holiday at Hyatt vivid and stayed for 2 weeks, This was the first holiday where I never wanted to leave. The service, food and cleanliness at the hotel were outstanding. From the moment we stepped into the hotel, we were greeted warmly with welcome drinks and a quick, efficient check in. The staff honestly couldn’t have done more for us and we were shocked by just how big and beautiful the room was. The room was impeccable and the hot tub was a great touch, the room was cleaned every day with new bedding and the cleaners were trustworthy and really polite. We were visiting for our anniversary and were left with free chocolates and came back to the room fully decorated with rose petals and a bubble bath in the hot tub. The food was beautiful and always perfectly cooked, there were three a le carte restaurants, authentic Mexican, Asian fusion and an Italian. There were also buffet restaurants and snack bars with a large variety of bars. There are set cocktails on the menu but the bar staff will make basically any cocktail you can think of. We booked multiple cabanas on our stay which had full service throughout the day and complimentary food service and massages. The cabanas came with two sun beds either at the side or in front of the cabana, this was great for myself and my boyfriend as I could be in the shade whilst he made use of the heat. However, you do not need a cabana for great service as the waiters to go out of their way to ensure everyone around the pool always had a drink in their hand. The entertainment staff and waiters around the pool and hotel were so friendly and couldn’t do more for us. There were always competitions and parties around the main pool which were really fun, however, the pool alongside was much quieter if you were looking for a more relaxing day. A special thank you to Dulce, Favela and Roberto who made the trip so special. I honestly could not recommend this hotel enough.

My husband and I arrived at Hyatt Vivid excited to celebrate our honeymoon after our parents highly recommended the resort. Unfortunately, our experience fell far short of our expectations. A honeymoon is meant to be a memorable and special occasion, but our stay was disappointing. Thankfully, we chose to spend the extra money to visit Xel-Há and Xcaret our last two days after recovering from food poisoning. Those parks truly saved our trip. The food was fresh, the service was exceptional, and we quickly realized how much the quality at the resort had been lacking. We experienced no issues after eating at the parks. However, each time we returned to the resort and ate there, we experienced stomach aches. Based on our experience, I encourage future guests to carefully consider these concerns before booking a stay. I also hope management takes the following feedback seriously to improve the guest experience: - Ensure staff know who guests are upon arrival, especially Playa Collection members. We had to ask for our Playa Collection wristbands instead of receiving them during check-in. - Inspect guest rooms thoroughly before arrival. Our shower head had visible mold, the shower did not function properly, and the toilet leaked sewer water when flushed. - Improve food quality and freshness at the buffet. Several items appeared and tasted as though they had been sitting out for too long. - Strengthen food safety practices across all restaurants by carefully monitoring food freshness, expiration dates, and proper storage. My husband experienced food poisoning after dining at Dolma, and both of us had stomach aches after nearly every meal we ate at the resort. - Provide more attentive poolside service for all guests, not just those in cabanas. Staff should regularly offer water to guests throughout the pool area. Providing sealed bottled water instead of reusable cups for drinking water would also be a welcome improvement. - Ensure guest rooms are consistently stocked with essential amenities, including all towel types. We did not have washcloths for the last three days of our stay despite needing them. We had hoped for an unforgettable honeymoon for all the right reasons. Instead, we left disappointed by the accommodations, food quality, and overall level of service. We sincerely hope these issues are addressed so future guests can have the experience we expected.

As a returning guest, ( we've been to this property six times) this stay was extremely disappointing and fell far below the standards I have come to expect from both Hyatt and this property. While there were a handful of exceptional employees, they could not overcome the many operational failures, poor communication, and lack of accountability we experienced throughout our stay. The problems started at check-in when we were informed that our reserved room was unavailable because the resort had overbooked its inventory. We were placed into what was described as an "upgrade," but this did not excuse the fact that the room category we booked was not honored. We were then told our assigned room would be ready the following day at 2:00 PM. Instead, we spent hours being repeatedly told it would be ready "in another hour." This cycle continued until nearly 4:00PM before we were finally able to move. What was perhaps even more frustrating than the delay was the complete lack of communication and accountability. We were repeatedly told that a manager or another representative would contact us to discuss the situation, yet no one ever did. The resort seemed content to keep making promises rather than providing actual solutions. Unfortunately, the issues continued after the room change. Our room keys became deactivated, the Hyatt Vivid app no longer worked correctly, and the phone in the new room was inoperable. The elevator serving the fourth floor was broken, creating additional inconvenience. Even basic comfort was lacking, as the pillows were noticeably flat and uncomfortable. When the resort finally attempted to address the situation, the response was insulting. We were offered 5,000 Hyatt points, but only if we signed a release acknowledging that we had been compensated. After multiple days of inconvenience, broken promises, and wasted vacation time, this felt less like guest recovery and more like an attempt to limit complaints. Several amenities and experiences that had previously made this resort stand out have also been eliminated or reduced. The taco restaurant was closed during our stay. Nightly entertainment, which used to be a highlight of the resort experience, appears to have been reduced to a single choreographed performance on Tuesday nights. The buffet lacked variety and became repetitive very quickly. Additionally, the resort no longer seems to offer the birthday and anniversary room decorations and special touches that once helped create memorable celebrations. To add to the frustration, we were charged for a cabana reservation despite canceling well over 24 hours in advance. The reservation was for Wednesday, and we canceled on Monday, yet the charge remained. This should have been a simple issue to resolve, but it became another unnecessary point of contention. The most disappointing aspect of this stay is that many of these issues were entirely preventable. Overbooking rooms, failing to communicate accurate timelines, not following through on management callbacks, charging guests incorrectly, and allowing maintenance issues to linger all point to broader operational problems. The only reason this review is not even lower is because of the outstanding efforts of several food and beverage team members. Jose and Erick at the pool provided exceptional service and were consistently attentive. Max at Pelicanos and Omar at Asiana delivered some of the best restaurant service we have received at any all-inclusive resort. In addition, both Asiana and the breakfast buffet staff went out of their way to provide specialty desserts for us on our final day, which was very much appreciated. The frontline employees clearly care about the guests. Unfortunately, resort management and overall operations do not appear to be supporting them adequately. This property once delivered an experience that kept us coming back. Based on this visit, however, the resort appears to be cutting back on amenities while struggling with basic guest service fundamentals. Unless meaningful improvements are made, it will be difficult to justify returning or recommending Hyatt Vivid Playa del Carmen to others.

The Pilates class with Katia was amazing would definitely recommend!!!