Hyatt Zilara Riviera Maya

Dear All - I’m sharing this experience to protect future international visitors—especially U.S. citizens who are Hispanic or bilingual—from unequal treatment. This was our second stay at Hyatt Zilara Riviera Maya, which made this experience particularly disappointing. We checked in on Dec. 28, 2025. On our 1st day at the resort, a staff member who oversees the beach cabanas asked whether we spoke Spanish and then proceeded to tell my family and I that unless we had reserved a cabana, we had to move. There was no signage indicating the cabanas were reserved, and the interaction itself reflected zero customer service—no explanation, no options, and no effort to engage respectfully. Shortly afterward, I observed white American and international white guests in the same area being given explanations and options on how they could register for or reserve a cabana by the same staff member, rather than being immediately dismissed and told to move elsewhere like we were. I escalated the situation to management—Juan Medina and Yesenia Ramirez—and the matter was quickly resolved once it was confirmed that the cabanas were, in fact, available according to their system. Afterward, I calmly approached the staff member in front of his supervisors and extended my hand in an effort to move forward respectfully. The staff member smirked at me and refused to shake my hand. When I asked him what was so funny I was ignored and left standing there, even with supervisors present. This moment was especially troubling and underscored a lack of basic professionalism, courtesy, and customer service. I further escalated the issue to senior management, including Juan Medina, Yesenia Ramirez, and Enrique (General Manager). I was very clear that I was not seeking complimentary items, gifts, or compensation. All I asked for was respect and equal treatment. Luxury hospitality should never depend on our language spoken, appearance, or perceived nationality. The following day, I witnessed the same staff member providing white guests near the cabanas and Club Level section with education and guidance (in English) on how to register for a cabana—something that was not offered to us on Day 1. Later that day and again the next, the same staff member walked past our party without acknowledging us with a huge smirk on his face, which felt intentional and reinforced the earlier interaction. Zero customer service and zero professionalism! As a bilingual natural born U.S. citizen, it was deeply disheartening to feel that speaking Spanish may have changed how we were treated & viewed - as if it placed my family and I in a different, lesser category of guest. Social media may be filled with narratives about foreigners in Mexico, but never in my wildest dreams did I expect my American family and I to feel disrespected, mistreated, and marginalized, due to our national origin, by a staff member while trying to enjoy our New Year’s holiday. I am posting this not out of anger, but out of responsibility. No guest—especially U.S. citizens who are Hispanic or bilingual—should feel singled out, dismissed, marginalized or treated differently. I hope management takes this seriously and holds the staff member accountable for his attitude, behavior and continued misconduct. Management needs to ensure consistent training, accountability, and leadership oversight so future guests —especially U.S. citizens who are Hispanic or bilingual—are treated with the dignity, respect, and equality every guest deserves. Regrettably, our second stay at Hyatt Zilara Riviera Maya was a major disappointment.

We booked this vacation along with another couple to enjoy a Christmas vacation with friends in Mexico. We are seasoned travellers and have stayed at many UVC properties. Things did not start well, upon check in we were informed that the resort had implemented a club level which disallowed us access to the A' la carte breakfast, reserved/updated seats at the pool and beach, a club level lounge, and some top shelf liquors. When we booked, club level did not exist and in our research of other travellers this was a wonderful resort with no restrictions. Having stayed at resorts with these limitations a big selling point to us was to not have to worry about it. After talking with multiple check in staff, nobody seemed to understand that at the time of booking we had booked an all inclusive with no restrictions and that is not we were receiving . The resort chose to change their policies and that is understandable, what is not acceptable is they did not communicate these changes and allow us an opportunity to cancel, stay status quo, or upgrade. For us to find out about the changes at check in and then be offered an upgrade for $335 USD/night came as a bit of a shock. For the resort not to honour the original booking was shocking to us and really put a damper on the whole experience. The overall resort was a very nice size, beach was clean and swimmable. Pool was a nice size and finding chairs was never a real issue. Food was good with the exception of a couple bad dishes over the 7 day stay. Entertainment staff always has something for you to do during the day if that is what you are in too and night entertainment was good.

The check in experience with Aldo was pleasant. He was very helpful and informative. He offered me an upgrade to the pool side, I already had the swim out tropical. I chose the pool side for the extra sun. There was construction on the south side. He also described what was included with my Club Level experience - club bar and snacks; breakfast grille, cabanas at the pool and on the beach, and a butler. I waited about 2 hours for my room and went and had lunch, it was great. Got to my room and tried to catch the last of the sun. I noticed something black in the underside of the sink with what looked like thick legs hanging down. Also there were streaks of dirt and black marks around the sink plus hair. I threw water on it and the “legs” moved a little. It scared me. I covered the sink with a towel and fell asleep early. When I woke up I tried to request maintenance to kill the “bug”. They were closed. I ordered room service and asked the delivery guy to kill it. It frightened him too. He used a tissue to grab it and told me it was MOLD. I recovered it and waited til morning to request housekeeping to get it and clean the sinks and bathroom. When I came back from breakfast no black streaks, no hair, no mold. Seems like they should have cleaned that before I checked in. That morning I went to the club level bar area, so nice. Bartender was great. I asked the concierge to reserve a Cabanas and she said there is a charge. I explained what Aldo said and she said it’s not true. She said if I paid for one a bottle of Prosecco is included. So I did it for the day. I also explained I had not seen or heard from my butler. Cristal said she called and will rectify. Went to my Cabana and later asked for my bottle of wine the pool butler brought me one of those tiny splits. I said no, a bottle is oncluded. He acted dumb. I had to leave my oaid for cabana, go talk to Aldo, he said he made a mistake about the Cabanas being included. I then went to Cristal and she said she made a mistake about the bottle it has to come from the club level bar area. I was upset. I left. Waited another hour before the bottle came. Sun was nearly down. Went to my room. My bottle the came with the room was not there. I went to dinner. Without any help from the concierge - never saw them and they never called me. The next day I called room service to request my bottle. Mind you I have been tipping and being kind but still being taken advantage of. I saw so many nice reviews I just knew I would have a nice experience. But I felt like I was in the US… it seems as a solo black woman they just took advantage of me. Subpar service. I will not return and do not recommend it.

Room was great, overall very clean. Staff very friendly. Food was good with a good selection. Grounds well kept. Beach area accessible, but no seating available without prior arrangements and additional cost.

The service of Adolfo at reception, Jose at the beach restaurant and the manager Atzimba Machuca was an absolute standout. Quick registration.. The drive in was seamless. The hotel and the grounds were immaculate. The common areas were always being kept up. Our room was absolutely incredible, big and the AC was fantastic. It was definitley worth the money we paid.