Hyatt Ziva Los Cabos — Hotel in Baja California Sur

I'm writing this email in regards to my recent stay at The Hyatt ziva in Los Cabos. I am an Explorist Member , my member number is 549182903P, and as a Loyal Member I am dissatisfied and my birthday vacation with my family was terrible and we did not receive services that were paid for and expected. I booked a suite from June 6 to June 11, 2024. The total I paid for this vacation was $3,900, which is a substantial amount of money .So I expected basic necessities that should be given to anyone, especially when you paying this amount and you book with a quality brand.So , Upon arrival , at check in I was told that the suite I booked they didn't have because they were doing construction on the Resort. So initially I was upset , and it's my birthday so I'm trying to stay in good spirits. I asked to speak with a manager and he tried to give me a lesser room than what I paid for , but then after an hour found some room that he felt was in the same category. So he suggested that we go eat , while they clean the room . So we went back to the front desk about 2 hours later after eating and just wanted to go to our room and unpack and get settled in . After all the traveling we just wanted to unwind. We followed him to the room and while walking I noticed all the construction and how loud it was, and it was directly next to our room. Upon entering our room we noticed it was outdated but didn't mind , we were just happy to be in a room finally. So this is when things started getting worse , it was like a birthday family vacation from hell. Literally. We tried to settle in ahd shower and watch television, the television wasn't working, The bathroom door was broken, it did not close . and the shower water pressure was extremely low , even after running the water for over 30 minutes it didnt get better. We tried to call down stars with all these issues but could not get a manager on the phone. So me and my family ended up being tortured by the loud construction next to our room all night and went to bed .The next morning I went downstairs to the from desk and spoke one manager and they informed me that they was leaving and that they was so sorry and that the will have the next manager take care of the situation when they come in. So please follow my story , now this is just day 2 , the morning of, So i proceeded to go back upstairs to my awful room with all the construction and all the basic amenities thats not functioning, So at 9:25 Am Emilio, one of the managers text message me and told me he was informed and he was going to be the one to help out with the situation, and he will be looking out for a room change for me and my husband and 2 children. Now the day is going by and we are waiting and waiting, at 3pm Emilio informed me that they cannot change my room and that it was challenging for him to do it. I then asked him to speak to a general manager , so He sent a chief over to me at the pool. He also said the same thing, that it was challenging and how he will try to change it on another day. So againg me and I had to endure a terrible sleepless night on our vacation. Now by this point I just wanted to go home and leave. There was no accountability by the staff and no resolutions. Finally now I'm on day number 3 and the manager informs me that they can finally move us to the side of the hotel resort where there is no construction going on and all amenities work. However, I just wanted to go home, I informed him that I only had one more night there and it did not make any sense to mover all our things after all this time we had endured it. I didnt wanna put myself and family through all the packing and unpacking again for just one more night. Honestly Everything was Just a huge inconvenience . I expected more from the Hyatt. I'm a frequent customer with you guys, the past 2 years I was a Discoverist member and now I'm an Explorist and I'm thinking about ending my membership and relationship after this ordeal. Nothing was offered to me or my family, as a customer to show that they were sorry. no...

I recently stayed at the Hyatt Ziva Los Cabos for three nights and four days with my family. Our son is one year old. Due to a mistake on my part (three separate room reservations), we had to pay an extra $100/day to upgrade to an ocean view room just to stay in the same room all three nights. The room was nice and had a great view, but if I could do it again, I'd choose a room on the ground floor because it would be easier to get to with a baby. That's because one of the elevators wasn't working for the first two days, and our room was on the sixth floor.

Food and Drinks: The food was average overall. The buffet was fine, but it wasn't always great. Some days it had a lot of choices, like sushi, and other days it didn't. The coffee shop was the worst, it tasted like watered-down drinks regardless of how many espresso shots were added. It was fun to visit the juice bar, but it was only open until 11 AM. The steakhouse had a small but tasty ribeye, and the quesadillas from the food trucks were great. Hot and fresh fries (which my son would only like to eat) were hard to find. Only the grill by the pool had fresh ones. Alcoholic drinks were clearly watered down at most locations; best drinks were at the lobby bar and specialty restaurants.

Family and kids' amenities: We liked the kids' pool and small water play area, but we wished they were bigger and had more shade. The same goes for the main pool. Even though the beach was beautiful, strong currents made it impossible to swim. There is a club for kids, but it's mostly for kids older than 4. It was hot inside, and "family time" was only one to two hours a day. There wasn't a lot of kid-friendly entertainment. There was a kids' karaoke night and some events during the day, but we would have liked more choices.

Service: The service wasn't always consistent. It was nice that after check-in, we were taken to an executive area with drinks. But compared to our last stay at the Hyatt Ziva Cancun, the staff didn't seem as friendly or helpful. We told them it was our son's birthday at check-in and at dinner, but they didn't say anything about it. The only thing they did was send him a surprise champagne bottle the next day, which didn't seem right for a 1-year-old's birthday and had no note or context.

Problems with housekeeping: One thing that really irked me was cleaning. Even though I asked them several times in person and over the phone to clean our room after my son's nap, they didn't come until after 8 PM. They didn't admit that no one had cleaned the room earlier until I called them several times and pushed them. We had a terrible time because of this.

Last Thoughts: For $650 a night, I thought it would be much nicer, especially since our stay at the Hyatt Ziva Cancun was so much better. There was some potential here, the property is nice, and the food truck and poolside options were good but the lack of activities for kids, inconsistent service, and basic problems with how things worked made this feel like a step back. Families with young children might want to look elsewhere or wait until things get better.

After giving Hyatt Ziva Los Cabos my detailed feedback about my family's recent stay, I got a very general answer that looked like it was copied and pasted. It was nice, but it didn't address any of the problems I brought up, like the lack of activities that were good for toddlers, the uneven service, the dirty rooms that weren't cleaned, or the disappointing food.

Given the high price we paid and Hyatt's reputation for careful service (which I've seen at other Hyatt properties like Hyatt Ziva Cancun), I had hoped for more thoughtful engagement.

As a repeat customer, I gave honest comments to help make things better for families like mine in the future. Unfortunately, the impersonal answer made me feel like they missed a chance to show that they really value what guests have to say.

I really hope that Hyatt Ziva Los Cabos listens to its guests more carefully from now on. I'm not sure if I will go back...

We stayed at Hyatt Ziva Los Cabos in Dec 204 as a family of four (my husband, myself, and our two young children aged 3.5 and 1.5)

Unexpected Charges at Check-In When booking, I clearly stated the ages of my children. However, at check-in, I was told the booking didn’t reflect this and was charged an additional $104 per night for my 3.5-year-old. Over our 7-night stay, this amounted to an unexpected $700! This lack of transparency was extremely frustrating.

Kids club: We specifically booked Hyatt Ziva for its advertised kids club and pool area (waterside, sand area etc)but both were under construction during our stay. The temporary kids club, set up in a small, dimly lit banquet hall with no natural light, was uninviting and depressing. Even if my child had been old enough, I would never have left him there.

Pools: The pools were also uncomfortably cold. The so-called “hot tubs” were barely warm, more like what the heated pool temperature should have been. So many people that we talked to had the same problem with the kids club and pool temperature - one guest said she was complaining about the water temperature daily and the staff would show her a thermometer saying it was just fine, when it clearly wasn’t because the pool areas were all empty and the hot tubs would always have 20 people sitting in them.

The Italian restaurant was also closed for construction during our stay, which we weren’t informed of beforehand. This was another disappointment as it reduced our dining options further in additional to my already limited food options as a vegetarian.

One of the days, I got food poisoning. When my husband inquired about where to find a pharmacy, he was informed of the on-site doctor. The doctor came to check me out and suggested a shot for nausea. However, he casually mentioned the charge would be $450, which we could “send to our insurance in the USA.”He also quoted $90 for a single nausea pill, which my husband later purchased at a local pharmacy for $20 for an entire pack! It was shocking how much the resort was willing to take advantage of a guest in distress.

Nanny service: Whenever we travel, we hire nannies through local agencies. We expected Hyatt Ziva’s advertised nanny services to be straightforward, but it was far from it. Prior to arriving at the resort I reached out with numerous inquiries about the nanny services with no clear answers, and upon arrival we found out the resort charges $40/hour for one child and $50/hour for two, with no opportunity to interview or select the nanny. Instead, their staffers take on babysitting duties after their regular shifts, so there are no real designated babysitter.

When we asked if we could hire our own nanny from a local agency and pay a day pass and we were told there is no day and we would have to pay $800! PER DAY!! Wild!

When I was unwell with the food poisoning we requested a nanny and since it wasn’t within their 24 hour request, the resort sent a manager as a babysitter, and it was evident she had no experience with children. She met us at the kids club at 10 AM, then took them to lunch at 11 AM (where they didn’t eat), and asked to take them back to our room by 11:30 AM so they could watch TV. From 11:30 AM to 1 PM, they just sat in front of the TV. She also used swim diapers instead of regular diapers, even though both were next to each other. Later that afternoon, another nanny, Ariana, took over, and she was WONDERFUL. We requested her for the next two days, but were told she had to work her regular day shift before babysitting. It’s bizarre that the resort doesn’t have designated, professional babysitters, especially when charging such high rates.

Overall, Hyatt Ziva did not meet our expectations. Between the unexpected costs, misleading advertisements, poor service, and lack of communication, our experience was more stressful than relaxing. I hope the management takes this feedback seriously to improve the guest experience...