Hotel Cyan Resort & Spa — Hotel in Cancún

Very deceiving pictures from booking. The hotel is pretty rundowned & is in need of a renovation. Definitely not a 4-star hotel as advertised, more of a 2, maybe a 3-star hotel. We arrived near 7pm tired/hungry from traveling all morning. We were checked in by an unfriendly receptionist who was on her phone when we walked up, & took her time to actually acknowledge us waiting. It was a very odd/unwelcoming first impression. I believe her name was America,(not positive), a shorter, heavier set lady (not trying to be disrespectful, just want management to know who to address w/o 100% knowing her name.) She checked us in. Told us it was on the 6th floor, but when we got up there, there was no room that matched that number. We went back down to floor-level, where 1 of the security guards offered to help. We went back upstairs, & circled the entire floor, & did not find the room. This caused a back-and-forth between the security guard and the receptionist via walky takie. It was an extra 15 minutes to find the room, in extreme heat, carrying multiple heavy suitcases, that no employee seemed to know where it was located. Ultimately it was us that eventually found the room that was actually on the 5th floor. After 9-hours of traveling, the heat, hungry, &carrying around luggage’s, we were extremely frustrated. We quickly put our luggage in the room & left to find some food. We returned about 2-hours later & realized the gave us a room w/ double-beds, instead of a king like we reserved. We went to talk to the receptionist America (on her phone again, not paying attention to us standing there) who told us there was nothing she could do since we “used the room already.” Mind you, we literally checked-in about 2-hours prior & went to eat, literally didn’t use the room at all. Once we told her this, she responded rudely, roughly translated to “well you put your stuff in there.” Which makes no sense since the room itself was untouched. America did not apologize, acknowledge us or greet us for the rest of the week. We didn’t want to ruin our vacation w/ this inconvenience so we decided to just forget it. Room itself was in bad shape. Strong misrepresentation from pics online. Peeling paint job. Dirty/stained tiles, dirty curtains with holes & mysterious stains, deteriorated rusted mini-fridge, couch filled with stains. The bathroom sink was clogged, broken toilet paper holder that kept falling off, extremely low water pressure in shower that takes minutes to actually warm up. We literally had to turn it on a few minutes prior to actually getting in every single time. The shower itself seemed stained w/ black mold or some unknown black marks, soap scum. The shower doesn’t have curtains, but half a glass door which leads to water leaking to the bathroom floor. Bathroom doesn’t have a fan so it gets extremely condensated. Elevator was a little sketchy but was fast. The only good thing I can say about the room was that it had a nice A/C. Only other nice things are that the pool area has a nice view & convenient location to beach. Not too far from the airport, we rented a car & it took about 10 minutes. It is located more south in the hotel zone, which makes it a little far away from most of the cool restaurants & activities. Located in the northern part of the hotel zone, about a 20 minute drive to coco bongo area for reference. 30ish minute drive into downtown Cancun. Literally, every other single hotel staff was friendly, bartenders, security guards, waitresses, & every other receptionist, except America. My gf who will also be leaving a review from her perspective, ran into another couple that also had a terrible experience with America. That couple told my gf that because of their experience, they were checking out, & going to a different hotel. I don’t think I would ever stay here again. With what we know now, we would have 100% spent more money to stay somewhere else. The worst parts were definitely the misrepresented room condition, being given the wrong room & told there was nothing they could do,...

I don't normally leave reviews but for the sake of future guests, please see the details below.

PROS: great infinity pool by the ocean, good view, towel access, and accommodating staff, especially housekeeping. Close to convenience stores (Oxxo) and restuarants. But for $700 for 4 nights, I would say it was NOT WORTH IT. The extensive list of my complaints below should URGENTLY be addressed by management, as they pose not only inconvenience to guests but are also SAFETY concerns.

PROBLEMS:

1. Booked an airport transfer/pickup (it was even on my confirmation email). Waited in the heat upon arrival for about 30-45 mins and nobody came, they never emailed any information about how to identify their vehicles/staff at the airport. We then paid for a taxi instead, they informed us that they never had a vehicle set up to pick us up, to reiterate; even when this was stated on my booking confirmation, and is a service they offer on the website. Prior to our trip I tried to contact the hotel via phone call, email, and website— no response.

2. we moved rooms not one, two, but three times because airconditioning was not strong enough in the first two rooms, which is unacceptable in a hotel that knows full well their guests are entering a sunny, damp, humid, scorching hot tropical area. This resulted in us staying in a room without the ocean view balcony which costs less than what I actually paid for. Did not get any compensation for this + was an inconvenience to move so many yimes after arriving tired from a long flight.

The housekeeping were kind enough to offer to move us to a large room with the balcony view again if one became available, but we decided to refuse as we have a lot of items to carry all over again if we do move.

2. bathrooms have no exhaust fan; all humidity and unpleasant smells will linger (not only in the bathroom, but also where you sleep) every single day of your stay. In addition, you can smell the drainage.

3. each time you shower, the floors flood with water which can take up to a day to dry (even when leaving room windows and doors open). Not only does this get disgusting, but it is also a safety hazard (slippery).

4. sliding doors in 2 rooms were prone to getting stuck and took a lot of force to open/close.

5. Lots of rust on furniture such as bathroom mirrors, closet doors, and lamps next to the beds.

6. Gym: treadmill incline does not work, you could set it up to 14 and it will stay flat. Speed adjustment sometimes works, sometimes doesn't. The cable on one machine (lat pulldown) was rough and stiff because the outer layer has started peeling off. You can still use it, but it would get jammed making it difficult to pull down in a smooth motion.

Gym bathroom has the same problem as room bathrooms; no exhaust fan and an unbearable drainage smell.

TLDR/SUMMARY: WE DO NOT RECOMMEND. You are better off spending the extra money staying at known hotels. I chose Cyan because it's more affordable among all Cancun hotels near the sea— the swim experience, view, and staff did not disappoint, but everything else about their rooms and pick-up services makes me want to ensure I will never...

I don’t usually write reviews unless it's absolutely necessary, but after my recent experience at the Cyan Resort Spa in Cancun, I felt compelled to share my thoughts. Typically, when I’m on vacation, I try to focus on the positive aspects of my stay, and I do not want to take anything away from Mexico, as I appreciate the culture and the country. However, as a European citizen, I do want to note that I’m not comparing lifestyles, just sharing my honest experience.

The hotel was completely different from the photos shown online. It was rundown and clearly worn out by time. The parking area, which is private and located at the side of the property, lacked security and was essentially being used as a dumping ground for hotel waste. The gym, dilapidated, with outdated equipment that is also damaged and potentially dangerous, no health and safety measures.

The room was barely acceptable, with old windows that didn’t close properly. I had paid for a room with a balcony, but was assigned a room without one. I also asked about the restaurant hours and was told I could dine until 9:30 pm, but when I arrived at 9:15 pm, I was told I could only order take-out.

When I asked for wine at dinner, I was told there was none available in the hotel, although the couple sitting next to us was served a bottle. Apparently, they were the lucky ones. The burger I ordered was totally inconsistent with the price—inedible, with chunks of bone in it and nearly impossible to chew. Honestly, it was quite revolting. Meanwhile, the restaurant was closing, and the bill arrived without me even asking for it.

I noticed discrepancies in the bill, which was higher than expected. In the rush to leave, I paid more than I should have, and when I pointed it out, I was offered a refund, which I declined, leaving it as a tip because I didn’t want to make a scene.

At check-out, I was held at the reception for a “room inspection.” It was a very uncomfortable situation. They pointed out that one of the soap dispensers was “damaged” – not a high-tech dispenser, but a simple 400ml plastic bottle. They demanded 200 pesos (roughly £8) to cover the cost of it. This was truly embarrassing and ridiculous. They have 1000 of things they should take care about, but instead, they prefer go after their guests for this sort of thing. Embarassing.

Despite speaking perfect Spanish, my interactions with the reception staff felt like talking to a wall, as they were minimal and unhelpful. I do want to thank the bartender, who was probably the only professional person on staff, and the housekeeping ladies who were always smiling and friendly.

My suggestion to the management is simple: invest in your staff and hire an experienced manager to improve operations.

Overall, it was a truly disappointing experience, and I regret staying here. I would not...