Hesperia Playa Dorada

My best friend and I had a wonderful long weekend at the GrandHyatt. The staff could not do enough for you, the food was amazing and lots of space and pool choices. Great selection of activities and also the location was spot on. Room lovely and clean.

My husband and I chose this resort for our honeymoon as we had got married in Dreams Riviera Cancún and that was 10/10. We stayed here at the beginning of March 2025. From the moment we arrived it was not a good start, knowing it was our honeymoon as it was in the booking notes and I message separately to confirm us having a king size and not 2 singles (we ended up with a Double and a single bed) the lady that checked us in did not acknowledge this and did not congratulate us. Nor did anyone apart from Sofia in guest experience when we spoke with here about our time here. Moving on to the food choices these were shocking, I myself am gluten free which was told at check in and I was never informed that I would have to go to guest experience to pre order all the meals for my stay. When I finally found this out I did go and do this my husband also pre ordered as he is dairy free. We were to the restaurant and the food that bland, the fish was the driest I have ever seen and my husband didn’t get a dessert as he was told “we don’t have any dairy free dessert”, confused as to why we pre ordered if they still can’t accommodate it. The buffet was just as bad most of the time I had to have a salad (no dressing) and some cheeses as there was next to no gluten free options. I spoke with your operations duty manager Enrique upon check out and honestly he seemed to not shocked about what he was hearing nor did it seem like he even cared about our issues. I am rating this a 1 star as I can’t give 0. The only saving grace was 7 members of staff. Moha, Lourdes, Alex, Tony, Eder, Navia and mostly Sofia. These staff members are an absolute credit to your business and would recommend them looking into other resorts where their service standards match their enviroment. For the price we paid for 3 nights we could have gone somewhere 10x better for a week!

Apart from the 5 star hotel and location, the helpfulness and friendliness of the staff in this hotel was second to none. We travelled with our disabled/paralysed 17 year old 80 kg son and the staff were so helpful in arranging a ramp to get him through the sand and onto Bali bed (Luis, maintenance), helping lift him into/put Bali bed and in/out pool. Special mention to Felix, John, Chris in Horizon bar, lifeguard Fernando, Felix and Marco maintenance. Kelly, Abde in buffet restaurant, Ahmed in sports bar. The smiles and kindness of the staff made our holiday extra special and as easy as possible given our circumstances. Thank you all very much, we would love to return to this beautiful hotel. Chris G.