NIZUC Resort & Spa

I had high hopes for Nizuc Resort given its beautiful property, but unfortunately, the customer service completely let me down. The staff is friendly, but the service itself is not even close to what you’d expect from a 5-star resort. We arrived at 2 PM, and after being told our room would be ready in two hours, we ended up waiting four hours in the lobby. We were late for a family event as a result, and it turned out they gave our room away to another guest who was also complaining. I guess they were more persuasive than we were. Despite being promised a room near the lobby due to my physical handicap, we were put in Building 9, which is far from everything. They claimed no closer rooms were available, and the staff just nodded but offered no real solutions. The next day, we were at the pool for lunch and asked the server how long it would take to get our food. He assured us it would be 20 minutes, but after repeatedly checking in, it took over an hour. We had family photos to attend, and the delay ruined our plans. I’m honestly disappointed that such a stunning property is overshadowed by such poor service. Despite being offered no real compensation (not even a resort credit or an upgrade), I won’t be returning. For $800+ a night, you expect far better service.

I am deeply disappointed with my stay at Nizuc Resort in Cancun. I booked an Ocean Suite, which online promises “breathtaking ocean views.” However, upon arrival, the view from my room was nothing like what was advertised. Instead of the stunning ocean views, I was faced with a man-made pool, trees, and a wall – a far cry from the picturesque scene I was expecting, especially after paying nearly $800 per night for the upgraded room. I went to the front desk to address the issue, and while they offered to switch rooms, this would have resulted in my uncle, who also paid for an ocean-view room, receiving the same unsatisfactory view. I didn’t want to put him through that inconvenience. In addition, moving rooms would be difficult since my wife is six months pregnant and couldn’t handle the stress of moving rooms. In an effort to resolve this, I suggested a resort credit, daily breakfast, or even a simple discount, but the front desk was unhelpful and offered no real solutions. This lack of willingness to even make a small gesture is incredibly frustrating. We are here for a wedding with 180 guests, and this situation has cast a shadow over what should be a memorable celebration. The overall experience has left a sour taste, and I will be hard-pressed to recommend Nizuc to anyone after this. There are much better options on the island.

We are just getting back from our fifth stay at Nizuc...and it certainly won't be our last. A huge THANK YOU to our wonderful server throughout our 7-day stay, Eduardo, who always makes our 7-8 hour days on the beach an absolute delight with his impeccable service and hospitality. There is simply no one like Eduardo. The facilities, food, water activities, and beach are wonderful here. Lifeguard Mel is wonderful with all children and great to go out snorkeling with. Thank you to Laura and Angel for their great management of the pool areas. One request: i would love to see some more NATIVE vegetation that attracts more hummingbirds. The one or two hummingbirds we saw at the resort (on the trees with orange trumpet flowers) were quite delightful to watch. Until next time!

We had an incredible time with our two toddlers. The service across all areas of the resort was excellent with Hector (our server at breakfast) and Alejandro (our building 6 butler) at the top of the list. The private beach area was perfect for the little ones with calm and shallow waters. Highly recommend for travelers with small kids. The staff went above and beyond to be sure our little family had a great experience.

Fantastic getaway with my family! Due to a recent injury I was on crutches for the entirety of our trip. I wasn't sure what to expect taking a beach vacation in this condition but Nizuc made our stay so comfortable and restorative that the stay exceeded my expectations. Beautiful suites, picturesque location (not on a strip of hotels), delicious food and incredibly attentive and genuine staff who went out of their way to make me comfortable throughout. I would mention staff members by name but the truth is every single person we encountered was helpful, warm and professional. Thank you Nizuc, we hope to visit again!