NIZUC Resort and Spa

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 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...

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

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...

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.

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,...

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.

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...

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!

I want to start out and state I’ve never left a negative review for a resort/ hotel and I’ve been to hundreds all of the world. However Nizuc was such a disappointment that I feel others need to know. Because I too was tricked by all the 5 star reviews....

I want to start out and state I’ve never left a negative review for a resort/ hotel and I’ve been to hundreds all of the world. However Nizuc was such a disappointment that I feel others need to know. Because I too was tricked by all the 5 star reviews. Here were the following issues. 1- constant water issues in the room, the toilet, shower and faucets would cease to work due to no what pressure every few mins. 2- we stayed in the ocean suite rooms above the main breakfast restaurant. Do not stay in these rooms. They are extremely loud because the restaurant is right below you and all you hear are screaming kids going to the beach all day. 3- The staff will initially act nice, however the second you bring any issue or concern to their attention for help they immediately get defensive, argumentative and rude. This was constant across the front desk, concierge and spa checkin. They clearly need better training. Additionally upon check out I was not even asked how the stay was, it felt as if after the card was charged they could care less. After bringing multiple issues to their attention, they refused to do anything to make it right. In conclusion, If you’re used to 5 star resorts- four seasons, ritz, rosewood you will be extremely disappointed.

After staying at many resorts, Nizuc is now our absolute favorite and outshines all of the competition. It’s the perfect spot for relaxation and luxury. What really sets it apart is the top-notch service. The staff is incredibly attentive, and because it’s not a huge, crowded resort, they’re able to...

After staying at many resorts, Nizuc is now our absolute favorite and outshines all of the competition. It’s the perfect spot for relaxation and luxury. What really sets it apart is the top-notch service. The staff is incredibly attentive, and because it’s not a huge, crowded resort, they’re able to give you that extra attention that makes all the difference. It’s definitely what you’re paying for and really makes your stay special. Our room was spacious and had everything we could need. The whole place is designed for comfort and peace, and you can truly unwind here. One of the best parts of our mornings was breakfast at La Café de la Playa, and that’s all thanks to Hector. He made every morning feel like a treat with his cheerful attitude and exceptional service. It was such a pleasure to start our day with him and his good vibes. The resort is also just 15 minutes from the airport, which is super convenient. They’ll even pick you up from the airport if you arrange it in advance, which makes the whole experience smooth and easy. We’re already looking forward to our next visit. Nizuc is the kind of place where you can truly relax, enjoy incredible service, and feel completely pampered.

Diego the doorman was unbelievable!!!! He made sure all of our luggage and bags were ready and waiting for our taxi home. He is gracious and very nice! Very hard working individual that loves his job and what he does for Nizuc and it shows tremendously

It is so difficult to put into words what is in our hearts. We want to thank everyone at Nizuc for an outstanding and amazing paradise dream vacation filled with love and smiles from all of our Nizuc familia. They always warm our hearts. Each time that we visit Nizuc,...

It is so difficult to put into words what is in our hearts. We want to thank everyone at Nizuc for an outstanding and amazing paradise dream vacation filled with love and smiles from all of our Nizuc familia. They always warm our hearts. Each time that we visit Nizuc, the love that we feel from everyone gets stronger & stronger. Everything in Nizuc is top notch from the beauty and chilled elegant atmosphere of the hotel, the incredible services, the delicious food & drinks and the cleanliness and comfort of the suites, but the heart of Nizuc are the people that work there. We would like to thank many of the staff at Nizuc for their outstanding service: Management: Jaime Jaramillo, Alfonso Martinez, Maria Luisa Torres (our dearest amiga), Oscar Hernandez, Anna, Rebeca, Rose, Laura, Marta Concierge: Ricardo, Pamela, Miriam, Jorge, Marcos, Alejandra Front desk: Fernanda, Addy, Monserrat, Noah, Christian, Sahara Butlers: Diego, Jonathan, Alejandro, Doris, Abraham, José, Javier, Edgar, Eduardo, Daniel, Marisa Bellman: Dionisio, Abraham, Luis, Simon, Alex, Chrisensio (Chris), Diego, Antonio, Carlos, Steven, Santiago, Guzman, Rojelio Terra Nostra: César, Daniel, Victor, Saul, Yvonne, Felipe, Miguel Indochine: Isabel, Tania, Herman, Renée, Adrian, Pedro La Punta Restaurant: Irving, Mitzi, Celiano, Yoseman, Alfredo, Alberto Ni Restaurant: Roberto, Juan, Angel, Guadalupe Beach/pool: Angel, Laura, Ruby, Pablo, Ricardo, Andres, Nallely, Pepe, Alejandro, Carlos, Eduardo, Esaye, Oscar, Omar, Jerry, Ignacio, Geraldo, Hansel, Daniel Bars: Juan José, Martin, Manuel, Jonathan, Alexis, Raul, Sergio, Javier, Herman Café de la Playa: Limber, Sadie, Hector, Umberto, William, Adrian, Jorge, Jorge, Tadeo, Clemente, José, Manuel, Arnold, Jonathan Other Food/Beverage: Elias, Anna, Paula Airport: Juan, Ruben, Ishmael Although we cannot name every employee at Nizuc, we want to thank the most incredible staff that we have ever had the pleasure to experience. We have been going to Nizuc for many years and we want to thank the staff for their constant love, smiles and excellent service. Muchas gracias a todo La Familia Nizuc, siempre estás en nuestros corazones‼️❤️. Feliz Navidad y Prospero Año Nuevo 🎅🏻🎄. Love, Marilyn & George Smith ❤️💕❤️

If anyone’s looking for the ultimate experience of luxury and service in Cancun, I highly suggest Nizuc.. and this luxury comes at a reasonable price.. once the experience Nizuc they’ll be very difficult to stay at anywhere else The rooms are spacious; the resort is full of scenery… the staff...

If anyone’s looking for the ultimate experience of luxury and service in Cancun, I highly suggest Nizuc.. and this luxury comes at a reasonable price.. once the experience Nizuc they’ll be very difficult to stay at anywhere else The rooms are spacious; the resort is full of scenery… the staff are courteous and accommodating… and the food is to die for…