This was my first time staying at an all-inclusive Hyatt Ziva property. The impressive service actually began even before my arrival by Pamela Hernandez, the concierge who sent me a welcome email asking about my preferences and if I was celebrating anything. I was really impressed and definitely felt very welcomed by this email. She also gave me the optional add-ons such as cabana rental and private romantic dinners at an additional charge. Although I did not take advantage of these offers, I appreciated her sending them to me so I knew they were options.
Finally, we arrived in Cancun and were greeted by our shuttle driver. He was nice and helpful, but I'm not sure why the drive to the hotel took so much longer than the drive going back to the airport (literally took about 30 minutes to the hotel vs our 10 min shuttle ride from hotel to airport). Google maps said it should have only taken 10 minutes. But he was nice and helped us with our luggage.
When we arrived at the hotel, we were escorted to the private check-in area in the Turquoize tower. I opted to pay extra for the Turquoize experience. I haven't ever stayed in a regular room, so I'm not sure if it's worth it or not. After entering the Turquoize tower, we were overwhelmed by the smell of some type of fragrance that they keep the lobby filled with that reminds me of a Chinese Herbal store. It isn't bad, but not what I expected. The check-in process was really quick. Diana, the lady that helped me check in was nice, but did not acknowledge my World of Hyatt Explorist status and I was not offered any upgrades. She also booked my spa appointment at 10am, but the spa had it down for 9am so I never got to check out the spa. I think overall, the staff here has poor time management. The buffet never opened on time. One night we waited till 6:09 pm before they removed the closed sign when they were supposed to open at 6pm. I would go ahead and say the butlers were mostly useless, but it was nice being able to text them to help me look up stuff like room charges and stuff. I never really asked them to do anything otherwise. Our experience was soured the last night we were there when no one serviced our room and I had to ask the butler three times to have it serviced by 6pm. That was really unfortunate. Overall, the accommodations are nice and good quality, service is nice and friendly. If you eat at Moongate, opt for Hibachi and DO NOT eat at the tableside. Food there isn't good.
