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at the Grand Hyatt Playa del Carmen Resort
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Nov 21st, 2020
Awesome hotel, great ocean view room, very clean rooms, comfy beds, friendly & helpful staff. One of the best vacations I’ve had. I love that they provide bottle water & have hand sanitizer everywhere! TRIPADVISOR.COM USER
From a grateful mother
Nov 20th, 2020
My beautiful blonde 21 year old daughter and her beautiful blonde 21 year old roommate were on a diving excursion to Cozumel. They took the ferry over to explore Tulum, and were separated from their group. They missed the last ferry of the evening, and found themselves stranded for the night in Playa Del Carmen. My daughter called me, with 10% charge left on her cell phone in a terrified panic asking for solutions. I live in Salt Lake City, Utah, USA, and have never felt more helpless as a mother before, being so far away. I have been a Hilton Rewards member for years and immediately called the nearby Hilton. I explained my crisis to the operator, and he said that of course they would be accommodating since they have so many empty rooms due to COVID. He put me to the front desk to make a reservation for my daughter. The woman at the front desk was extremely rude and curt, telling me no, they had no rooms available, even for a rewards member in crisis. She then hung up on me. I was appalled, and scrambled. I called a couple of other nearby hotels, with no success in even getting the call answered. I called the Grand Hyatt. The woman at the front desk was WONDERFUL, and gave me the exact address for my girls to give to the taxi driver, and told me she would personally wait for them to make sure they were checked in and felt safe. When they arrived they were greeted very warmly by the staff, since it had circulated they were stranded, and they were given a discount on their room. The next morning, the front desk called a taxi for them, and made sure they were safely on their way to make the ferry back that morning. My daughter talked about how the staff went above and beyond to make them feel protected and like family. I couldn’t let this exceptional customer service experience pass without bringing it to your attention, and expressing my most heartfelt gratitude. I am now a faithful Grand Hyatt fan, and will be bringing my entire family down for a holiday in the coming year. Thank you again. TRIPADVISOR.COM USER
Nice stay with a lot of little errors
Nov 15th, 2020
My husband and I stayed five nights in a partial ocean view room with a king bed. We were on the 4th floor which is the highest floor and it overlooked the mangroves. We could see the ocean from the corner which was where the “sofa” was situated on the balcony and where the table and chairs were located in the room so that was nice. We knew COVID would make our hotel stay different but I needed a break from the US so away we went. The entire town of Playa del Carmen and the Grand Hyatt take it seriously. Everyone wears masks (including what seems like 99% of the locals off-property) and the Hyatt checks temperatures at La Cochina’s entrance and squirts sanitizer on your hands. The Grand Club is closed due to COVID but free snacks and non-alcoholic beverages are supposed to be available in La Cocina during the day. (The breakfast buffet is free in lieu of the Grand Club.) We went for snacks and the servers had no idea what we were talking about. Ultimately a plate holding two single serve bags of pretzels and two Snickers bars was served. The first Snickers bar was moldy (no, it wasn’t chocolate bloom) but the second was fine. Both bags of pretzels were stale. They said they had no other snacks. Come on, you’re a restaurant. Serve us a lunch appetizer!! Later that day we were told that we would each get a free entree and dessert every night of our stay since daily snacks were not available but I think it would have been easier for them to just offer Grand Club guests an appetizer from the lunch menu every day. Two nights in a row my husband was served a tomato slice with the brown stem/core still in it, once on the bland tlayuda and once on the undercooked pizza. At home I always cut that tough piece out of our tomatoes and I pointed it out both nights but I guess Hyatt chefs don’t core tomatoes. Or maybe since we were getting free dinners in lieu of daily snacks they didn’t care. I know the “New York Prime” steak I ordered one night literally only contained four bites of meat with the rest being huge globs of fat and gristle, but it was free. Our medium burgers had to be sent back due to cold, raw centers but the “Guaca ‘n Roll” burger was the tastiest dinner item we had during our five nights. Also the chocolate mousse is not “brown” chocolate but white chocolate so don’t order the chocolate mousse expecting it to be “chocolate”. I reviewed our dinner bill each night and caught a 400MXN overcharge on a bottle of wine and a 68MXN overcharge on a hamburger. The service at La Cocina is very slow. The servers move a lot but don’t seem to accomplish much. The dinner menu is VERY limited. Although the resort fee covers mosquito repellent in the room, you have to call to have a can of Off delivered. You also have to request a pen and paper for the room if you want it. The mini bar is empty and is NOT a chiller/refrigerator. (The Hyatt’s 1-800 call center told me it would be cold.) It’s a drawer and has no refrigeration capabilities at all. None of these items were issues to me. I’m just stating them so you know what to expect due to COVID. The resort fee also includes a daily newspaper but for some reason that was discontinued because of COVID and if you want one, you have to now pay for it. The resort fee covers pool-side popsicles but each day I had to ask for them at 2PM which was when I was told they would be handed out. A different server always acted like this was a brand new thing but another employee would say something in Spanish and the server would disappear and show up 10 minutes later with the popsicles. Housekeeping did a great job cleaning our room daily but if you want it cleaned prior to 4PM, you might want to call and ask for an early cleaning. The Front Desk told me stamps were sold at the gift shop and that it opened at 9AM but it wasn’t open at 9:45AM so I gave up. Our room rate was wrong but since I check the hotel invoice every day I caught it right away. It took three days, though, to get it corrected. Prior to arriving I emailed the Grand Hyatt about needing distilled water (agua destilada). Other Hyatts and hotels around the world (and in Cancun) offer to buy it for my husband’s CPAP with us reimbursing them upon check-in. This Hyatt is not allowed to purchase things for guests and we were told it was available at Mega since the concierge said a phone call was placed to Mega and that’s what Mega said. We walked there and it wasn’t. Then we were told it was available at a pharmacy another mile or so away and it wasn’t. The next day we tried Walmart and five more pharmacies. Nope. My husband decided to just use purified water for this short stay. If you need distilled water, bring it. Everyone was friendly but since my husband and I really enjoy the benefits of a Grand Club (or Regency Club at a Hyatt Regency) I wouldn’t return to this hotel until the Grand Club is operational. We knew it was closed but thought that the snacks during the day and 6-8PM cocktails and small bites would be similar to having an open Grand Club but it wasn’t even close. I also like having dedicated Grand Club staff/concierge to help with my requests. The evening small bites for Grand Club guests were four tiny bowls of assorted items plus a few slices of bread/tortilla chips. One night it was dried apricots, salmon salad, tomato sauce, mixed nuts and toasted bread rounds. Getting multiple servings of this proved tiresome. I think the kitchen made up each one as it was ordered rather than having a bunch ready to go since the subsequent servings differed. It was almost like someone looked around the kitchen and grabbed four disparate foods that fit in tiny bowls. It would be nice if the free Grand Club 6-8PM beverage menu had non-alcoholic choices other than sodas and water. For non-drinkers like myself virgin options would have been nice in addition to the menu’s 11 fancy craft alcoholic cocktails. Prior reviews have commented on there being no beach and that’s true. The properties on either side have beaches but to access them you have to leave the Hyatt from the front and walk down the long driveway to the street. The Grand Hyatt’s pool area was very nice. I requested four frozen bottles of water in advance for our awesome USD$135 pp tour to Chichen Itza, Ek Balam and Hubiku Cenote with Riviera Mayan Tours and had no problem picking them up at the Front Desk at 6:55AM. If you need to have laundry done, walk out the hotel and go down the driveway and across the street. Turn right and walk 1.5 blocks until you get to the pharmacy and turn left on 28th. Walk two or three blocks until you come to Fiesta Inn and you’ll see a laundry place opposite the front of Fiesta Inn on 10th Ave. between 28th and 30th. For 120 pesos our Walmart grocery bag that was stuffed with 2.7 kg of dirty clothes was washed, dried and folded in less than 3 hours!! You pay when you pick it up and you’ll know the exact cost when you drop it off. Once the sun set, the room was very dark. We had every light turned on, including our reading lights pointed up, but it was just way too dark. The bathroom was incredibly bright which was great, but unfortunately none of that light made it into the room. This was one of the darkest hotel rooms I’ve ever stayed in and this would also give me pause to stay here again. (I basically lived in hotels for 18 years from Monday-Thursday so I’ve seen a lot of hotel rooms around the world.) The A/C in the room worked great and was easy to operate. We had it set at 19°C overnight and 20°C during the day and our room was nice and cool. We were celebrating our anniversary and our room was tastefully decorated with balloons and there was a nice handwritten card on the table. We accidentally didn’t close our room door all the way one night after returning from dinner and Security called to let us know. That was great and I have never had that happen at any hotel before. Great job, Security! Agustina at the front desk is friendly, very helpful and speaks fluent English. All in all we had a nice and seemingly safe/healthy time but it just seemed like there was at least one issue, albeit small, every day. TRIPADVISOR.COM USER
Nov 13th, 2020
Wife and I are staying here right now in November 2020. She loves the Hyatt hotels, specifically the Ziva and Zilara, so when we picked a hotel for Playa Del Carmen we decided to stick with a Hyatt. We did not do the all inclusive, only daily breakfast, since there are a lot of dining options to choose from. Room: Wife loves the swim-up suites so we picked a swim-up for this week. The room itself is pretty basic. The pool is great and it’s nice to just walk out of your room into your pool. There is no view to the ocean and it is in the shade which makes swimming pretty cold. Main Pool Area: Due to the pandemic the resort seemed empty. So there are a lot of seating options by the pool. Service for drinks is kind of random. Other places come up to your right away to see if you need anything. We reserved a cabana for our last full day and when we showed up they seemed surprised that we had a reservation. They immediately cleaned up our cabana which had some plastic bottles floating in the pool area maybe from the night before. We also didn’t get the full attention we felt we get at other places. Dining: We only ate at the main restaurant, La Cocina, for breakfast and the happy hour. The waiters/waitresses are really nice but service is not what I’m used to. There seems to be no consistency. We asked our waiter about omelettes and he said we can ask for them at the buffet line. We go to the buffet line and they say we need to ask our waiter at the table. We noticed on multiple occasions people asking for omelettes at the buffet line and getting them prepared. Also, when we did order with our waiter the wait time was over 20 minutes and they didn’t even seem too busy. Not sure what the problem is since the waiters seem constantly moving and they have plenty of support. At the pool we went some time without getting service. Overall: I’m not impressed. For being a Hyatt the service is completely different than what we get at Zilara and Ziva. From the workers at those sites making you feel like family and bending over backwards to spoil you. The staff at the Zilara are always smiling and saying good morning/afternoon. When we came back from a walk downtown the guard at the entrance looked at me like I was a criminal giving me dirty looks. I finally said “Buenas noches” and then he finally answered back. The only staff that was great was Agustina who helped us out when we checked in. We figured all were going to be like her but we were wrong. We noticed a lot of things lacking and it’s not like I paid a cheap price for our stay. I’m comparing it even more to Zilara because after our week here we are spending another week at Zilara immediately leaving this resort. I hope that quality has not dropped there. TRIPADVISOR.COM USER
Disappointing amenities, all inclusive's deceptive
Nov 8th, 2020
The room smelled musty, and from our balcony, we had a bad view of a mangrove that seemed to smell perpetually at low tide. The food at la cocina was relatively limited and underwhelming, and after drinking something with ice in it the first night there I got montezuma's revenge, which I never had a problem at any other resort in Mexico, leading me to believe that the water for ice at this is not filtered. One of the other resturants was closed, but the sushi was good. All inclusive is far from all inclusive, room service doesn't fit said criteria until 11 o'clock, which forces you to go down to the aforementioned restaurant for breakfast and wait 30-45 minutes for access to a buffet with a selection of approximately 6 different underwhelming breakfast items. If you're checking out at noon (as most everyone does, you have about 5-10 minutes of eating if you want to order room service before you leave. Speed eating, while not fun, is essential if this is your route. Power was lost in the room a couple times throughout the night, which while tolerable and understandable given the rainy weather we had, though still frustrating. The elevator near our room wasn't working forcing us to walk all the way around the other side of the hotel to use the 1 elevator out of 4 in service. Again not miserable, just increasingly irritating. A daybed by the pool, if you can find one not excessively mildew spotted, costs you 45usd, which isn't too unreasonable, and relatively expected, however it is not included. There are no options for converting cash or getting change, even at the gift shop. Definitely a missed opportunity there. The staff was great all considering, they all were very friendly and helpful every chance they got, however the amenities truly disappoint. TRIPADVISOR.COM USER
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