NIZUC Resort & Spa

Dear Nizuc staff, Thank you for creating such a phenomenal family experience all around. Every aspect of the service was impeccable. The kids club staff are dream workers, instantly making our kids comfortable and so warm and caring. Our room was exceptional - large, spacious, with a private plunge pool. And the snorkeling right off the beach was mesmerizing.

Visited this resort with friends. Very close to the airport, so easy to get to. Housekeeping was very attentive. The gym was on the smaller side, but had all the equipment one would use. The spa experience was one of the best I have ever had. Great stay!

We arrived at the resort after a long delay and eventual canceled flight home. We were rescheduled for two days later, which gave us the option of two more days in Cancun. We booked the resort from the airport, based on photos and reviews that we read with high hopes. We arrived very late after a horrible day and were pleased with the the resort beautiful grounds and lobby . The check-in was seamless and all the staff friendly and helpful. We loved our room and had an amazing ocean view. Unfortunately, after we settled in to bed, we were awakened around 1:30am by noise in the bathroom. That noise was significant amount of water dripping down onto the bathroom floor from the ceiling. My husband immediately called the front desk and they said they would send someone up. In the meantime we took garbage cans and a wine bucket that was in the room to try and catch some of the water as it was puddling on the tile. We also moved our belongings out of the way, although a couple of items were already wet. A gentleman appeared about 2 AM with a ladder and some equipment and told us he was there to fix the problem. No one offered to move us to another room or call to see what was happening. He eventually was able to stop the dripping and he did clean the floor up and removed the wet towels that we had put down. He also sent housekeeping with fresh towels. By the time all this was done, it was around 3 AM. We had no more problems with the water after that during our stay. In the morning we spoke with the Butler who told us they would move us to another room if we wanted but we preferred to stay in that room as we already unpacked. I suggested that perhaps some sort of room credit or rate reduction for the one night should be considered and he said to speak to the front desk. Later that day, we did speak to the supervisor before we went for dinner. I told him that I had sent my clothes that day to the laundry, as they had been saturated the night before I was expecting that that would be removed from our bill. I also suggested that we were hoping some sort of reduction would be applied to the room for the massive inconvenience. We definitely received some attitude then. He said that his manager was all aware of the situation and we could speak with him in the morning as he was no longer there. No one contacted us during the day to discuss anything. No one contacted us to see if our belongings had been damaged. Nothing. The next day we went to check out. They had not removed the laundry from the bill and there was absolutely no reduction done whatsoever on anything. I had pre-paid for the room so it was only incidentals on this invoice. I spoke with the young lady who was very helpful at the desk and she went and spoke with the manager. He did not come out and speak with us directly or call us as we had been told the night before. She came back and told us that he had offered us 20% off of our bill at the pool earlier in the day…..which worked out to be less than $50.00 on a $3000.00 bill. I was actually shocked and when I expressed that I felt that that was insufficient I was told that that’s all they would be doing. Again, the manager would not come out and speak with us (day manager on Mar 10). I own a business that employees 250 people and if any of my managers treated a valued customer with the attitude and disrespect that we were shown I would be very upset Based on our experience I cannot recommend the resort. We had just previously spent six days the Rosewood Mayakoba and the customer service there for a slightly more cost unparalleled. In my opinion, the property and other staff are lovely but the managers need some serious training on customer service. We will not be returning and cannot recommend.

Nizuc is a spectacular resort, highly recommend! Impeccably clean, beautiful serene decor. The staff was extremely attentive. The food was delicious but expensive. There was plenty of room this week at the beach and pool. Unlike previous comments, we had no issues with WiFi whatsoever. Had a wonderful relaxing trip!

We're here right now and I've just had it. Good luck trying to get anywhere at this resort... And yes you need to be transported by cart. I've been trying to get room service for 30 min and nothing. Just tried calling the front desk and it just rings and rings. The Internet didn't work. My wife just got back from getting her hair done and it's a disaster, the girl didn't know what she was doing... But here's the crazy part. The same person who did the massage was the hair girl 😂 WTF... You guys short of staff over here? Now I normally wouldn't care but we spent over 4k for two nights... Go elsewhere