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

WOW is all I can say. The Hyatt Vivid in Playa del Carmen was the top of the line. From the room to amenities and service to the food. Everything was perfect. Our room was a swim up ocean front with butler service. Oh my gosh, our butler David was phenomenal. He was attentive to every detail and very gracious. He deserves a raise! More about him later. We also enjoy the services of Adriano the butler when David was off. Our room was spacious and the king size bed was comfortable. The bathroom had dual sinks but the toilet and shower room were average size. Our housekeeper, Olivia, always kept the room sparkling clean. One thing I liked was there was no mold or mildew despite the high humidity. We are not drinkers so being further away from the center of the busy and loud pool area and bars was a bonus for us. There were 4 suites associated with our swim up and for our first couple of days we were the only ones in that section of suites. I have food allergies (gluten and dairy) and we informed the resort before our arrival. They accommodated us expertly. Our butler David had arranged for us to receive food service each morning that included fresh fruit, tea and corn muffins. Two mornings in a row they included yogurt with our order and I informed David that maybe someone in the kitchen wasn't aware that yogurt had dairy. He took it immediately to the executive chef Aldo Vargas and from that moment on we were treated like royalty. That was not my intention when I kindly informed them about the yogurt. After that each time we went to one of the restaurants and they learned what room we were from, the chef for that area would come and greet us and make sure everything was okay. Several times they made us something special at that very moment and always made a special desert. I'm not a foodie but me and my husband thought the food was exceptional. At the Dolma restaurant chef Miguel made me a special lobster pizza that was delicious. We went daily to the Ricon for fish tacos and chef Rudy would always make them fresh without wheat. When we would go to Spice for breakfast chef Arturo would make sure we had fresh home made cornbread. Chef Fernando at the Asiana made sure our meals were gluten and dairy free and made a special tapioca desert for us. I'm sure I have forgotten some names but all wait staff was excellent. I purchased a couples massage which included the hydrotherapy with our stay. Erick at the spa was always attentive to our needs and Esther gave my husband (who is a massage therapist) a massage twice. He said she was excellent. I know I have omitted many people who made our stay exceptional. I highly recommend the Hyatt Vivid Play del Carmen all inclusive adults only resort.

I arrived Thursday afternoon, check-in was quick and friendly but they really tried to push a special spa package with this "amazing" discount, when I asked if I could think about it as I was hot and hungry and just wanted to get to my room they told me that the special pricing was only available when I was checking in so I said no thank you. I got to my room, which looked like it was exactly as stated, a little worn and the carpets next to the bed looked filthy but otherwise it was nice. The view was good, I got the oceanfront walk out which includes a private cabana and it was close to the pool so I was happy. I was a little surprised when I found out that they do nothing for the cabana that is included with your room, they provide no covers for the rubber coated pillows and mattress and they run a sprinkler at night/early morning that completely soaked it the first two mornings that I was there and no one ever dried it off besides myself, mind you multiple staff members walked by while I was using towel after towel to dry it and didn't offer any assistance. If you pay extra for a pool cabana they provide nice terrycloth sheets and pillow covers, in my opinion I paid extra for the private cabana that was outside my room so shouldn't I get the same service? The answer is no. But I digress, I got to my room and I looked all over the room for hotel information and there was none to be found so I wandered out to try to find some dinner from one of the 7 restaurants that are mentioned on their website and found that only 2 were open and I had to search for those, no signs for La Casona at all the place that I eventually found. The buffet was only open for breakfast and lunch and all of the other restaurants were only available on certain nights, but that information is only available if you are provided with a qr code at check in, which I was not. I spent the whole day Friday with no clue as to activities, restaurants, nothing until the manager Kevin called and told me about the qr code after I responded to a request from expedia wanting to know how my check in was. Saturday night I found out that if there are any celebrations, weddings, etc. they were held right next to my room. The one on Saturday wasn't too bad, I was able to enjoy the show from my balcony and it wasn't very loud and it ended early. Sunday night however there was a wedding reception and the speaker was basically at the corner of my room and it was so loud, the whole room vibrated, so if you want a quiet room do not book oceanfront in building 2 as there is no escaping the noise. I spoke with Kevin again and he offered to move me and I accepted. I had to pack and be ready to move in 20 minutes. Kevin also asked if there was anything else that the hotel could do for me to make up for the inconvenience so I asked if perhaps I could get a massage at the spa and he told me that he would check in the morning as to what the hotel could do for me. He showed up the next morning to present me with the "offer" which was a discount on the service that actually cost more than the special price I was offered at check in on a larger package. He was a little surprised when I relayed that to him, so of course I declined the "offer". The room was supposedly an upgrade but the only thing better was that it was quiet. The location was nice though as you could walk out of the resort and all of the touristy shopping and dining were right there. All in all it was not what they advertise and was not worth the money spent.

Had the BEST time at Hyatt Vivid Playa del Carmen! 🌴 The resort is beautiful, the accommodations were so comfortable, and the vibe was amazing from start to finish. Shoutout to Victor, Edgar, Mario, and Miguel for keeping the drinks and service flowing, and to Roberto in the main lobby for always taking such great care of us (& bringing us so many wonderful drinks). Jinnah was the sweetest host every time we came through. She always helped us find a table. Aaron from entertainment kept the fun going all day, and Jose’s fitness classes were actually a highlight (and much needed after all the eating ). The Aqua Strong and spin classes were so fun! I love the boogie disco night! It brought the whole resort together singing and dancing. The food at Asiana was unreal. Easily one of the best meals of the trip! 🍣 Huge thanks to the whole team for making this such a memorable stay. Already can’t wait to come back! 🌊☀️

This was our 10 trip to the resort, but first since it became a Hyatt. The service at check in was quick. Alejandro was very knowledgeable and friendly. Alejandra, the pool waitress was spectacular. She came around frequently and remembered our drink orders. Zander, with the entertainment staff was great!! He remembered us from our last stay and made us feel welcome. He did a great job leading activities. He has grown into his role since we visited last year and his confidence really shows. He made all the guests feel comfortable and tried to get everyone involved in the activities. He is great at making bracelets. The only down part about the vacation was the food has not been as good as recent stays. Asiana was wonderful as usual, but La Casona was not good. We ate there once and that was it. It was nice to see some new things on the menus. We will definitely be back again!

We loved the food and drinks and location. However there were a few hiccups that could have been handled much differently. The other person I was traveling with was playing pool volleyball with the hotel entertainment staff when a broken grate ripped the front of his toe open. The medic and management immediately tried tell him it happened in the ocean on a rock. There were several people playing the game including staff that can verify it happened on the broken grate. They were never apologetic nor did they fix the broken grate. We did take pictures and with the lack of concern will be seeking further action. That same night in the room the jets in the whirlpool tub went insane. They were blasting water across the room. Again, the staff started with placing blame. Telling us to just push the button or that we over filled the tub. The reality was the jets malfunctioned. The room flooded ruining some of pur belongings. They had to pull a panel off the tub and shut the jets off internally. They also threw away my very expensive retainers. We handled the situation respectfully expecting an apology and conversation that never came. We didn’t get upset or angry with staff as these were mishaps that can happen but their lack of care is what was bothersome. I’ve contacted Hyatt twice since the trip to no avail. Sadly as much as we did like this resort their lack of care will prohibit us from returning