"Most aspects of our stay were excellent\. The food, the restaurant staff, housekeeping, and room service were all wonderful\. We enjoyed our stay so much that we even decided to extend it\.
Unfortunately, our final impression of Hyatt Ziva was ruined by one staff member, **Citlalli**, during check\-out\.
Before our departure, we visited the front desk three separate times to request a late check\-out until 1:00 PM, and each time we were told it had been approved\.
However, on the morning of our departure, we went to the front desk one last time just to confirm\. Citlalli told us, in a very cold and unfriendly manner, that our check\-out was at 12:00 PM\. Because of that, we rushed to pack all of our belongings\.
When we arrived at the front desk at 12:00 PM to check out, another staff member informed us that the system actually showed a **1:00 PM late check\-out**\. We explained what had happened, but Citlalli simply responded that the system showed 1:00 PM, without acknowledging the confusion or offering any apology\.
It was very disappointing because this unnecessary situation could have been avoided\. One unpleasant interaction overshadowed what had otherwise been a fantastic stay\.
Everyone else at Hyatt Ziva was friendly, professional, and helpful\. Our only negative experience was with Citlalli, and unfortunately, that became our lasting memory of the hotel\."
