I recently stayed at the Hyatt Regency Cancun and i would say it more closely is a 3.5 star hotel resort. I would not pay there asking rate in hotel reservations, around $149.99 a night, but would consider around $89.00 per a night. Who uses American nacho cheese on Mexican nachos? How does the hotel run out of chicken wings? The grilled chicken I ordered at lunch was very dry (who serves this at a Hyatt?). The food service at the hotel was just ok, thankfully I wasn't paying full price for it. Service at the bars, well let's just say I'm glad I wasn't doing an all-inclusive there, because the staff and I would had some words including with the hotel general manager. But thankfully, I was paying with gratuities in a language they clearly understand. Pool was not warm (the ocean was warmer than the pool); maybe the temperature needs to be adjusted to the season or just warmed up a bit. Not many people were using the pool during the stay and I'm guess it was because it was just a few degrees too cold. The shower curtain in the room had mold or mildew on it. I would recommend the hotel immediately check all shower curtains in the roooms for presence of mold and have them either cleaned or replaced. You do not find this in a 4 star resort. The hotel was featuring a double credit promotion which made this stay enjoyable and assisted with placing this resort on my map. It makes all the prices, room service, hotel restaurants, pool bar, minibar (my favorite), and the internet affordable. Without the credit, food and drink prices would be (cocktail 109.00 pesos, Bacardi, internet 176.8 pesos, nachos 160 pesos, Club sandwich, 160 pesos, room service omelet, and 130 pesos). I would recommend they continue the double credit promotion as I think it's a very competitive advantage for the hotel with the all-inclusive facilities. I was overcharged with the honor bar (mini bar) by 105 pesos (not really sure what happened here), however, they keep track of what you use. However, I also tracked it on the same paperwork, so I'm not really sure where the mistake happened and it wasn't adjusted at the front desk when requested to review the charges. It would be helpful if the hotel provided guests with a detailed account the night before check out in order to review charges so that guests do not miss there transportation arrangements and have to pay again. Leaving the hotel, they wanted to charge me 400 pesos for airport transfer. I decided to walk to the main road, however, I was stopped and the price went to 300 pesos. At the main road, you can get 200 pesos. The bus is 8.5 pesos to town and from town. You can take a taxi back from town for 100 pesos, however, you can get that for 100 pesos for the return or 70 or 80 pesos if you walk away from a few. Make sure you get the set rate BEFORE getting into a taxi and make sure it is understood it is in pesos or US currency. PLEASE MAKE sure you both understand the destination and if they don't say it right, reconfirm it (for the beaches). Don't be afraid to get out of the taxi if there becomes a disagreement on a price and take the bus.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your time in giving us your valuable feedback about your stay in our Hotel. We take your comments very seriously and highly regret that we were not able to meet the level of your expectations.
We strive to provide all our guests with the best experience; however when reading your comments I have to recognize that we are still in the process of “getting there”. You can be sure all your comments were already addressed; our team in Cancun is committed to continuously improve the quality of our service.
We hope you will give us another opportunity to better serve you in the future.
Blanca I. Meza
Executive Assistant to General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.