Turquoize at Hyatt Ziva Cancun - Adults Only — Hotel in Cancún

I recently booked my honeymoon stay at the Turquoize at Hyatt Ziva Cancun. My wife and I were guest of your hotel from 07 March 2022 until 14 March 2022. My wife and I are regulars to Cancun although we generally stay at another adults only resort. This being our Honeymoon, I wanted to make sure our stay was extra special and after reading all of the positive reviews about this adults only resort I booked our stay. Upon arrival I was blown away by the beauty of the grounds, but just as quicky overwhelmed with the surprise that the entire resort was not adults only and was flooded with small children.

We were quickly checked in and shown to our room in the adults only section of the resort and were amazed by the beauty of our room and the attached edgeless pool that looked out onto the beach and ocean. Unfortunately, that was the highlight of our stay. The next day we went to the adults only pool which while beautiful, was too hot to swim in. We were also informed that the only food we could get at the pool were nachos or quesadillas but if we wanted something else, we were free to go to one of the other pools where we could get other food items. That evening my wife and I dinned at La Bastille, and by morning both of us had become violently ill. This was not a case of food poisoning, or colitis as the hotels Dr. had suggested. We had been exposed to some form of parasite and after my wife spoke with several other couples who had also dined at the restaurant that evening, we learned that they had become violently ill as well. When we spoke with the food and beverage manager, Mr. Noriega. He informed us that he would look into it. He never informed us of what he was able to find out or how he planned to deal with the fact that I spent my entire honeymoon being violently ill. When we contacted the hotel regarding our illness, they offered to send the hotel physician who gave me a shot of Zofran for nausea and Imodium for my other issues but stated that he felt I was dealing with Colitis. I have never had any stomach issues much less colitis. My wife who is a nurse informed the Dr. that this was not colitis but some form of parasite as she has lived all over the world and been exposed to this type of thing before. We contacted my physician in Chicago who told me what antibiotics and other medications I would need from the pharmacy based on my symptoms.

My wife and I are not the type of people to complain about trivial things, but It seemed that the service at this hotel had fallen flat and was inconsistent. From the moment we checked in we were greeted by our butler who scheduled dinner reservations at the Moongate for Wednesday at 5. When my wife called to confirm on Wednesday morning, they said they were unaware of any reservation and that they were booked solid until Friday. When we questioned the butler and the manager they apologized and simply said he had forgotten. While the rooms are beautiful, they were very noisy, and you could hear people in the room next to and above you at all hours of the day and night as well as people wandering the halls.

When we first complained about the noise, service and issues regarding the hot pool water or limited food options at the adult pool, we were given 10,000 Hyatt points. Yet when we informed the hotel that we along with two couples had gotten ill at the same restaurant on the same evening and provided their names, we were simply told that the hotel would look into it. In short I was forced to stay in my room or within quick distance of a restroom from Wednesday until Sunday, somehow this is not what I or my wife had imagined for our honeymoon and I felt as if the hotel could...

I know people have complained about the upsurge in violence and robberies on the streets of Mexico.||Not to worry, you can enjoy the same treatment (minus the violence) inside a five-star hotel.||We were never physically harmed, but were relieved of $1200 by the hotel.||Plus the $3800 they were not able to steal as the credit card company flagged it, then shut down the card.||As usual we left a credit card on file to cover any incidental expenses.||I have never been charged for a hotel expense without having an opportunity to review the bill.||The Hyatt Ziva Turquoize double charged us for a room upgrade, clearly without my approval.||The room upgrade was US $720.||We were charged $2195 Canadian for four nights on top of the already expensive swim out we were in.||Worst exchange rate ever.||Original booking was already fully paid for.||I have never paid such huge money for a room upgrade and then given such poor service.||How is that possible?||Moving to the Hyatt Ziva Turquoize adult area gives you access to the adults only pool.||When we had previously stayed there, there were cabanas available for your use at no charge.||When you’re paying a huge upgrade fee, you should be getting a few extra perks and services.||I asked specifically if this was still the case with the upgrade and was told yes!!||Not only were they not included but they had covered the view area of the pool with $119 US per day cabanas.||With that cabana, you got exceptionally fast service, food, drinks, attention, etc.||For the rest of us that ONLY paid the upgrade fee for the adult tower……We got nothing.||They were way less umbrellas to sit under and I waited an average of 45 minutes each time to be offered a drink. By comparison, the cabana area was a beehive of activity.||I ended up going to the bar and getting my own drinks. Why the hell did I stay at this place?||Meanwhile, in the cabana kingdom, there was no such suffering.||We were not alone, our neighbours at the Turquoize tower had the same experience.||To add insult to injury, someone (had to be hotel staff )broke into our safe and stole my wife’s credit card information. They have access to open the safe in case you forget your code, or if they want to steal your financial information.||We found the safe open on one of our last nights at the hotel.||None of our belongings were missing, but my wife is sure she had re-secured the safe.||We are from Canada and have never been to Africa. Yet our credit card was used in Kenya to try and purchase $3800 worth of airline tickets with Kenya airlines.||They could not lock the safe because they did not have our code.||I know a lot of people read these reviews and think this could never have happened.||The first thing people say to me when I recount our experience is that the Hyatt is such an excellent hotel chain! Surely you must be wrong!||I am not wrong, and if you pay heed to my cautionary tale it will serve you well.||After this fiasco I always travel with my own lockable security bag that is cut proof.||I also leave my deposit with hotels on a prepaid CIBC Aeroplan Visa.||Here’s one look at the Punta Vista adult pool with the expensive cabanas which block the view for everyone else.||They also tie up all of the staff resources. This leaves everyone else not in a cabana to roast in the sun...

Conclusion Upfront: Turquoize at Hyatt Ziva Cancun stands out as a benchmark for all-inclusive resorts in Cancun, located in the prime zone of the Hotel District. The resort offers delicious meals and is perfect for those who prioritize reliability, are not too budget-conscious, are visiting Cancun for the first time, and wish to enjoy a hassle-free holiday exclusively within the hotel premises.||Room Upgrade Experience: Initially, I booked a standard room at Hyatt Ziva Cancun but was offered an upgrade to a high-floor ocean view room at Turquoize at Hyatt Ziva Cancun upon check-in. Honestly, the upgrade, costing an additional $150 per night, did not live up to my expectations. While Turquoize boasts being an adults-only hotel, in reality, only the rooftop infinity pool is restricted to adults, sharing the remainder of the hotel facilities with all guests. If panoramic views from your room are what you're after, the high-floor rooms in this adults-only tower might appeal to you. The hospitality staff were invariably warm and courteous, maintaining their professionalism even on occasions when I forgot to tip.||Beach and Amenities: The resort prides itself on having Cancun's finest and cleanest beaches, with gentle waves conducive to a relaxing beach experience. However, the availability of loungers is limited, and many do not come with umbrellas. While I understand that some guests prefer sunbathing, more shade options would be appreciated. Despite this, the hotel ensures that every guest finds a spot by the beach or poolside. The poolside bar serves cocktails that are overly sweet and lack a strong alcohol presence. A tip can make a significant difference if you prefer your cocktails with a bit more kick, including shots on request.||Dining Experience: The food across the restaurants is palatable but does not reach the heights of fine dining. Generally, the dishes tend to be saltier than what one might find in standard restaurants in the United States or Canada. The tiramisu at the Italian restaurant and all the coffees at the coffee shop were delicious. The variety on the menus, particularly at the French restaurant, is limited, though surprisingly tasty. While all restaurants are worth trying, I urge caution with the Moongate's Teppanyaki . It could potentially lead to a disappointing two hours watching mediocre “chefs” prepare fried rice and average-tasting meat, with little else to show. The rest of Moongate's offerings, however, are commendable.||Overall Impression: My five-day stay at the resort was filled with joy and relaxation. I am confident in my decision to...