NIZUC Resort & Spa

Not sure what happened to this hotel but it’s not even close to what it used to be, this used to be the best hotel in Cancun by far and it’s not even close. Everything has changed, not sure if it’s because it is at full capacity and they don’t have enough people or what it is. It goes from requests, to service, to even small things like WiFi not working properly at all. I checked in yesterday and there was issues from the beginning, since a late delivery that was requested way ahead of time, no QR in the room, remote not working, then TV not working, no place to have dinner at until really late, no one at concierge desk or answering the phone, over 20 min wait to contact front desk. All together sadly it is not the best hotel in Cancun as it was before.

Jose kinil and Albert were amazing and he deserves the best in the whole wide world! He made us have the best experience and made us feel so welcomed and made us have fun! His drinks were superb and delicious! My favorite was the mango martini!!

Beautiful hotel, spectacular grounds, outstanding restaurants, and impeccable service from arrival to departure. The breakfast buffet was perfect for starting your day with freshly squeezed orange juice, fresh fruits, a selection of yogurts, an omelette station, at least a dozen different types of bread, croissants, and danishes, smoked salmon, bagels, pancakes and waffles, real maple syrup, cold cuts and cheeses, and the list goes on. The beach was clean, and there was an infinity pool just for the adults. My wife and I had a couple's spa morning starting with hydrotherapy and then the massage. It was perfecto! We tried the different restaurants and our favourite was the Asian restaurant. I would love to mention the names of all the super helpful, super polite, super friendly people employed at the hotel; from the reception desk, to the concierges, the waiters, the gardeners, the chambermaids, they were all amazing especially Hector who spoiled us at the breakfast buffer. Thank you, Nizuc. It was a wonderful experience.

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.