I recently stayed at Hyatt Vivid Playa del Carmen and unfortunately the overall experience was subpar compared to what I expected from a Hyatt property.
One of the most disappointing moments was with the onsite gift shop. I purchased what were supposed to be new Ray-Ban sunglasses for $175, only for them to break at the pool after falling just a few inches. When I went back to address the issue with the store manager, I was met with rudeness and told there were no refunds very unprofessional and not what I would expect from a resort of this caliber.
Additionally, I booked what was advertised as a full-day catamaran cruise, yet we only spent about an hour actually on the catamaran. The majority of the trip was spent sitting on an island for four hours, which was not what the package described or what I paid for. The excursions and activities do not match the way they are marketed.
Dining was another letdown. The restaurants were only open on certain days, which limited options and flexibility. On top of that, it seemed like almost every day we were being upsold something whether activities, packages, or upgrades which became very frustrating.
To make matters worse, when I tried to escalate issues, overall management was not helpful or accommodating. For a Hyatt property, I expected a much higher level of service, professionalism, and accountability.
Sadly, I cannot recommend Hyatt Vivid Playa del Carmen based on my experience.