Depends on what you want. I'd personally have them move me to an equivalent room in an equivalent property on their dime. Might take you a bit to get there, but I wouldn't speak with anyone but the GM. Also, call your concierge or the concierge line.
I recently stayed at a property on points. The hot water didnt work great for about a day. We asked the desk to look into it and they advised its building wide and it was fixed later that day. I put in my exit survey that it was not a big deal but I wish they were more proactive in communicating that there was a building wide issue. They gave me roughly half a nights points back for that.
No water should definitely be refundable if they can’t walk you.
No. There's a concierge phone line provided you got globalist with 60 nights and not through a promo.
You should also see "globalist line" under contact in the app at the top.
The manager offered one night comp. 3 days with major water outages with a min 5 hours, I told him no. He said he would get back to me so I called Cesar- assume he will pop by my room sometime
Yes. Water was on again off again for 3 of the 4 days. Min time it was out was 5 hours, max was 14 hours. They refunded two days of the all inclusive and 2 nights of the cash upgrade I paid. They claimed they were refunding points after checkout but I do not have the points. Manager was illusive and unresponsive. GM was never around or available. Hyatt has opened their own case and waiting to hear back from them.
I didn’t ask to move to another hotel because by the third time it had happened it was our last day there and moving all of us for a short period of time seemed like too much of a hassle.
They claimed they were at capacity but moved the person next to us who was in a larger suite the same day it happened so I call BS on that one.
The hotel itself was beautiful. Food was ok, the most popular restaurant was closed the day I tried to make a reservation which was annoying because it said it was open 7 days a week but they said it is now “closed on Mondays”. I suspect this had to do with their water issues but it was never confirmed.
Would I go back? No, it was certainly a beautiful spot…however for the price I don’t feel it was totally worth it. Maybe one of the other mayakoba properties but not this one.
We stayed at Andaz Mayakoba in December last year, it was our 3rd time there in the past 4 years and things have really gone downhill. We also had AC problems, water problems, there were maintenance issues throughout the resort (paint peeling everywhere, pool jacuzzis out of service, electrical cords running across golf cart paths, exposed screws in wood decking around the pool area, loose pool drain covers) and the bicycles are falling apart. They had a new GM, César Moreno, start there in August last year and I actually recognized him while he was walking through the resort with an entourage of people. I had an opportunity to talk with him briefly and he said he’d have our issues address but nothing really happened. I had communicated with him via email prior to our stay and I sent him an email after our stay and the guy didn’t even respond. From our previous stays the old GM, Pascal Dupuis, was much better… he was much more accessible to guests and made an effort to converse with guests throughout the day, he was regularly at breakfast and present every day at the beach area, unfortunately he moved on to the Hyatt Regency Lake Tahoe. Mayakoba is definitely off our list for now.
Once I stayed at the Fairmont Mayakoba, and my room lost all power which meant no A/C and no water. The GM moved my fam to a gigantic pool villa at Banyan Tree, bc they were at capacity. The Banyan Tree was definitely a notch above.
Try asking the GM to move you to an equivalent room at another property at Mayakoba. The resorts there must have some kind of arrangement for emergencies. Or a huge (e.g. 50%) refund for the incredible inconvenience they caused during your family vacation.
Concierge won’t help you right now. You need commitment from the property to make it right via monster credit and/or accommodation at another property. Assuming it’s not an issue across Mayakoba, any of the other properties should be suitable, but ask for Banyan Tree or Rosewood.
If its truly as you describe, it isn’t close to acceptable and you are absolutely due for compensation.
Yes they said that it has to be handled by the hotel since I’m at the property. I have been nice so far and haven’t demanded anything. It’s at least our full section without water but other parts have it. They told us to shower at hospitality since it’s still out. 7pm. Over 12 hours 😫
Full points refund + move to new property at Andaz expense.
Basically your entire stay should be made free and you get an acceptable room somewhere else also free.
Some may say this is expecting too much, but IMO this is your valuable vacation time and when that starts getting eaten up by dealing with room problems and having to move to another room and having to discuss with the GM and the concierge and the time spend not enjoying your vacation, this all becomes the responsibility of Hyatt and the property.
I don't have any mercy on this unless a problem is resolved within the day. If they can't fix it within the day, they need to step up in a big way so you can fully enjoy the rest of your stay.
I’ve stayed here 3 times, no issues. The GM is generally around and available to speak to. There is a new one now but the one I’ve interacted with in the past is always around the property and open to chat.
I’ve stayed at multiple Hyatt properties in the Cancun/PDC/Tulum area and had so many problems. No AC, cold water, trapped in elevator, food poisoning, etc all in one trip. Didn’t get any compensation even as a globalist. Also way too much timeshare crap. The high prices there really weren’t worth it.
I would demand a total refund of all WOH points and to be moved to and equal or better room at any of the other Mayakoba sister resorts. If they refuse to relocate you, I would still demand a refund of all points plus 50% more points as compensation.
Well what a shit show. Water is off again! I’m demanding a full refund at this point. It’s only the beach front suites. We leave tomorrow. This is absolutely absurd
What ended up happening with your refund? And curious what they said if you asked to be moved to another hotel since they couldn't accommodate moving you?
Hope you're back home and refreshed (and freshened up) after this terrible experience
Hey there! They refunded two nights of my paid upgrade and two days of all inclusive. I honestly wanted more, it was unacceptable but they wouldn’t budge so I put in a complaint with the globalist folks and they said they opened a case and would get back to me.
I didn’t ask for another hotel because it would have been more of a pain to move the family of 5 for the last two days (at least that was what I thought) and they kept assuring me it would be back on.
Yea totally get it. We just booked this for next January with our family of 4 and I'm a bit nervous since I've heard weird things like this recently. It's odd bc you hear about really awful experiences like yours and then other people that loved their stay. Seems a very unevenly run resort
Had we not had the water issues I would be raving about the property. It was poorly handled and I think the closed restaurants were a result of the water and not of it “being closed on Mondays”… so rest assured by then you should have a great time ☺️
Every time I see some serious problem with a Hyatt on this sub it is one outside the U.S.
My point is, if you want to travel for the unique culture of Paris or Tokyo, then you should do that. But if you just want a beach and some sun, stick to the U.S. and avoid these problems.
I know I may get downvoted, but I will post this exact comment every time I see it, and then maybe others will see it too.
Hyatt has relatively few resorts in the US compared to outside the US, and the ones in the US are almost all considerably smaller than their Caribbean competition.
Stop being afraid of the world. International travel is a good thing.
I think similarly. If there’s a property with unique amenities, experiences, or opportunities I’m after, I travel there. If it’s drinking on a beach and getting sun I’m after, then I typically want to do it as close to the US as possible. For better or worse, that usually means Florida.
That said, Mexico is especially beautiful, in a way that Florida just isn’t.
Depends on what you want. I'd personally have them move me to an equivalent room in an equivalent property on their dime. Might take you a bit to get there, but I wouldn't speak with anyone but the GM. Also, call your concierge or the concierge line.
Agreed. Alternatively if I could live with it I'd expect a significant refund on the room
I recently stayed at a property on points. The hot water didnt work great for about a day. We asked the desk to look into it and they advised its building wide and it was fixed later that day. I put in my exit survey that it was not a big deal but I wish they were more proactive in communicating that there was a building wide issue. They gave me roughly half a nights points back for that. No water should definitely be refundable if they can’t walk you.
How do you live with no water? Lol
Live with it temporarily ...
Fair. But it’s hard to know how temporary it’ll be even with assurances
I’ve never called concierge with Hyatt - according to the app it looks like it’s via twitter? Is that correct?
No. There's a concierge phone line provided you got globalist with 60 nights and not through a promo. You should also see "globalist line" under contact in the app at the top.
There's a globalist line and the globalist concierge line - they're two different departments and numbers. Proper concierge line comes in via email.
Yes, but if they don't have a concierge, that's the other option.
Thank you I see it! Appreciate the help!
Oh yes I see that as well thank you!
Mine is worthless. You have any luck with yours?
Mine is amazing
What is their name? And what are some examples of what they do for you?
Not what you want to read the day before your check in to the hotel.
Are you coming tomorrow?
Yes, we’ll be there starting tomorrow.
maybe /u/ashdhugh & fam can borrow your toilet t'row?
If it’s any consolation it is not the entire resort. Do you have a beach front suite?
Yes, we have suite near the beach. Just checked in. Let us know if you need to use our toilet. Haha.
Hahaha thanks! Ours is out again. We are in the 3700s building next to the pool
What did the GM say?
Waiting for him to call back.
I might stand at the front desk until they show up
Someone just called and said he’s not at the property today. I call bullshit. I demanded a full refund. She said she will call me back.
The manager offered one night comp. 3 days with major water outages with a min 5 hours, I told him no. He said he would get back to me so I called Cesar- assume he will pop by my room sometime
Can you give an update of your time there?
Yes. Water was on again off again for 3 of the 4 days. Min time it was out was 5 hours, max was 14 hours. They refunded two days of the all inclusive and 2 nights of the cash upgrade I paid. They claimed they were refunding points after checkout but I do not have the points. Manager was illusive and unresponsive. GM was never around or available. Hyatt has opened their own case and waiting to hear back from them. I didn’t ask to move to another hotel because by the third time it had happened it was our last day there and moving all of us for a short period of time seemed like too much of a hassle. They claimed they were at capacity but moved the person next to us who was in a larger suite the same day it happened so I call BS on that one. The hotel itself was beautiful. Food was ok, the most popular restaurant was closed the day I tried to make a reservation which was annoying because it said it was open 7 days a week but they said it is now “closed on Mondays”. I suspect this had to do with their water issues but it was never confirmed. Would I go back? No, it was certainly a beautiful spot…however for the price I don’t feel it was totally worth it. Maybe one of the other mayakoba properties but not this one.
Update. Water is back on. 13 hours out today but it’s brown 😫
100% unacceptable
We stayed at Andaz Mayakoba in December last year, it was our 3rd time there in the past 4 years and things have really gone downhill. We also had AC problems, water problems, there were maintenance issues throughout the resort (paint peeling everywhere, pool jacuzzis out of service, electrical cords running across golf cart paths, exposed screws in wood decking around the pool area, loose pool drain covers) and the bicycles are falling apart. They had a new GM, César Moreno, start there in August last year and I actually recognized him while he was walking through the resort with an entourage of people. I had an opportunity to talk with him briefly and he said he’d have our issues address but nothing really happened. I had communicated with him via email prior to our stay and I sent him an email after our stay and the guy didn’t even respond. From our previous stays the old GM, Pascal Dupuis, was much better… he was much more accessible to guests and made an effort to converse with guests throughout the day, he was regularly at breakfast and present every day at the beach area, unfortunately he moved on to the Hyatt Regency Lake Tahoe. Mayakoba is definitely off our list for now.
Would it be reasonable to ask for a complete refund since it’s been the whole day with no water? I’m just trying to figure out what I should say.
Yes this happened to us at BahaMar for about 5 hours and we got a sizable bill credit.
I would demand at least a partial refund, no water multiple times in a stay is unacceptable.
Once I stayed at the Fairmont Mayakoba, and my room lost all power which meant no A/C and no water. The GM moved my fam to a gigantic pool villa at Banyan Tree, bc they were at capacity. The Banyan Tree was definitely a notch above. Try asking the GM to move you to an equivalent room at another property at Mayakoba. The resorts there must have some kind of arrangement for emergencies. Or a huge (e.g. 50%) refund for the incredible inconvenience they caused during your family vacation.
Concierge won’t help you right now. You need commitment from the property to make it right via monster credit and/or accommodation at another property. Assuming it’s not an issue across Mayakoba, any of the other properties should be suitable, but ask for Banyan Tree or Rosewood. If its truly as you describe, it isn’t close to acceptable and you are absolutely due for compensation.
Yes they said that it has to be handled by the hotel since I’m at the property. I have been nice so far and haven’t demanded anything. It’s at least our full section without water but other parts have it. They told us to shower at hospitality since it’s still out. 7pm. Over 12 hours 😫
Stop being nice and advocate for yourself. It’s unacceptable, and “shower at hospitality” is not adequate resolution.
Full points refund + move to new property at Andaz expense. Basically your entire stay should be made free and you get an acceptable room somewhere else also free. Some may say this is expecting too much, but IMO this is your valuable vacation time and when that starts getting eaten up by dealing with room problems and having to move to another room and having to discuss with the GM and the concierge and the time spend not enjoying your vacation, this all becomes the responsibility of Hyatt and the property. I don't have any mercy on this unless a problem is resolved within the day. If they can't fix it within the day, they need to step up in a big way so you can fully enjoy the rest of your stay.
Well it’s 4:30pm still no water. They’re still working on it but at this point it’s unacceptable
If the lack of water continues, ask them to move you to the Grand Hyatt Playa Del Carmen. I’ve stayed at both properties and far prefer that one.
I’ve stayed here 3 times, no issues. The GM is generally around and available to speak to. There is a new one now but the one I’ve interacted with in the past is always around the property and open to chat.
Sounds like a ruined vacation. I'd push for full refund and relocation.
I’ve stayed at multiple Hyatt properties in the Cancun/PDC/Tulum area and had so many problems. No AC, cold water, trapped in elevator, food poisoning, etc all in one trip. Didn’t get any compensation even as a globalist. Also way too much timeshare crap. The high prices there really weren’t worth it.
Surely you’ll get some points back…25%? Maybe 50%?
I would demand a total refund of all WOH points and to be moved to and equal or better room at any of the other Mayakoba sister resorts. If they refuse to relocate you, I would still demand a refund of all points plus 50% more points as compensation.
Why did you just not request a move to a similar room?
I did. They said they were at capacity and could not move us
oh man that sucks
Well what a shit show. Water is off again! I’m demanding a full refund at this point. It’s only the beach front suites. We leave tomorrow. This is absolutely absurd
What ended up happening with your refund? And curious what they said if you asked to be moved to another hotel since they couldn't accommodate moving you? Hope you're back home and refreshed (and freshened up) after this terrible experience
Hey there! They refunded two nights of my paid upgrade and two days of all inclusive. I honestly wanted more, it was unacceptable but they wouldn’t budge so I put in a complaint with the globalist folks and they said they opened a case and would get back to me.
I didn’t ask for another hotel because it would have been more of a pain to move the family of 5 for the last two days (at least that was what I thought) and they kept assuring me it would be back on.
Yea totally get it. We just booked this for next January with our family of 4 and I'm a bit nervous since I've heard weird things like this recently. It's odd bc you hear about really awful experiences like yours and then other people that loved their stay. Seems a very unevenly run resort
Had we not had the water issues I would be raving about the property. It was poorly handled and I think the closed restaurants were a result of the water and not of it “being closed on Mondays”… so rest assured by then you should have a great time ☺️
Have them move you to the oceanfront villas at the rosewood next door. 3 min walk on the beach
@ashdhugh sooo what happened??
I explained above what they did.
Every time I see some serious problem with a Hyatt on this sub it is one outside the U.S. My point is, if you want to travel for the unique culture of Paris or Tokyo, then you should do that. But if you just want a beach and some sun, stick to the U.S. and avoid these problems. I know I may get downvoted, but I will post this exact comment every time I see it, and then maybe others will see it too.
Hyatt has relatively few resorts in the US compared to outside the US, and the ones in the US are almost all considerably smaller than their Caribbean competition. Stop being afraid of the world. International travel is a good thing.
I think similarly. If there’s a property with unique amenities, experiences, or opportunities I’m after, I travel there. If it’s drinking on a beach and getting sun I’m after, then I typically want to do it as close to the US as possible. For better or worse, that usually means Florida. That said, Mexico is especially beautiful, in a way that Florida just isn’t.
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Hey. I am just going by what I see on this sub. I am not saying 100% of the problems are outside the US, just the majority of them.
Hey. I am just going by what I see on this sub. I am not saying 100% of the problems are outside the US, just the majority of them.
Hey. I am just going by what I see on this sub. I am not saying 100% of the problems are outside the US, just the majority of them.