The people are definitely what make the experience above and beyond. Thank you Abimael, you were always warm and treated us like family.
My only gripe would be that the weather was sadly all rain, but we still made it work
Cannot go wrong. Solid Experience
Jun 17, 2021
We stayed at the Hyatt Zilara for 9 days in June. The service is what makes this hotel stand out. It was unlike any service and staff we have ever seen. I've stayed at all inclusives in Europe and this level of dedication was what made the trip, hands down. It was for our anniversary and our first time at an all inclusive and our first time in Mexico. I read and researched everything before booking this property. We love Hyatt Hotels so the brand name helped. The views from the rooms are incredible. The hotel was at 60% occupancy which was really nice. It felt like there were people enjoying a great time, but there was enough space and distancing that you didn't feel crowded. The rooms are spacious and bigger than they look in pictures. We stayed in a standard King room and the view from the balcony was breathtaking. Don't miss out getting up for a sunrise, it is worth it! We ordered breakfast several times through room service and it was delivered in the "Magic box" and we enjoyed it on the balcony. It's so nice to have the balcony, we spent many mornings and late nights when everything closed at 11 hanging out on the balcony sipping tea, listening to the ocean and relaxing on the warm nights. The hot tub in the room is a must try and very relaxing. The mini bar is stocked daily. My husband enjoyed the beers in there. The booking process and special requests were very quickly answered and taken care of. I communicated with Paulina Balam before our trip with numerous emails especially about my husbands food allergies and the beach dinner we wanted to do and she was very responsive, thoughtful and accommodating. She wasn't there when we arrived, and the next day called to check in on us and took care of every need we had. My husband talked to her for our anniversary and they decorated the room with heart shaped balloons and rose petals and bottle of champagne and a dessert. It made me cry when I opened the door, it was incredible. And every day housekeeping came, they trimmed the flowers I had in a vase and reattached any balloons that had fallen from the ceiling or popped and it was an incredibly thoughtful gesture. Housekeeping is crazy efficient and speedy and the turn down service is a really nice touch. The restaurant choices were fantastic. The food portions are really small, so my husband often ordered two skewers or asked for doubles. We had no problem with variety of meals. Maria Marie has a souffle experience that is amazing where they light it on fire. It's quite a show. And they made a special treat for us one night for our anniversary too. The food there is Mexican. My husband is allergic to onions and garlic and they made him special guacamole, tacos and anything he wanted. It was that extra care that was so appreciated and so noticed. We eat out in the US once in a while, but it's really hard with that allergy, and we ate everywhere at the resort with not a single issue. Thank you so much for your dedication and care to health needs. We ate at Spice when we wanted to try themed nights or have more food. They have themes for dinners like BBQ, Mediterranean, Mexican, etc. Their lunch and breakfast is pretty standard buffet style. You can get anything from waffles and pancakes to salads, cheese, bread, natchos, tacos, anything. I loved the table seating and the formal yet casual dining experience. The host is always SO gracious and the chefs and staff will always get you what you want and need. Pelicanos was hands down our favorite place to eat and we went there almost every night. HUGE THANK YOU to Eduardo Rizo who went above and beyond for us every night and has the best fireworks improv he can do, you'd think it's real fireworks. Oscar, Luis, Alejandro, Fernando we will never forget the dining experience you provided for us. Pelicanos will make you anything you want or alter dishes for you. Hands down their food and menu was the most delicious. We are from Seattle so seafood is our favorite and it did not disappoint. They will make whatever drink you want to, so make sure you specify your alcohol and what you want and the staff goes above and beyond to make sure you have exactly what you want and how you like it. Their bread biscuits, and plantain dessert and shrimp for dinner is amazing. The views and sitting down for dinner hearing the ocean waves and the beautiful jazz music they have softly playing is a dreamy experience. We often stayed until they closed and truly felt on vacation here and loved the staff so much. We did our anniversary dinner on the beach in the teepee and it was worth every single penny. The food they serve is completely different and definitely higher end. They treated us with so much love and care it was a night I will never forget. My husband had ordered flowers for me and Eduardo surprised me in the middle of the courses with the most gorgeous 24 long stem red roses, I teared up. It was the most romantic and beautiful experience. Alejandro was a class act, Oscar took more pictures for me adjusting my posture and pose and I will forever be grateful for the photos that will now be framed in our house of that incredible night. The staff truly cares you are happy with everything from the pictures they take to the food they serve. It was a magical, romantic evening and the pictures just can't even begin to justify what it's like to have a dinner on the beach like that. The pool staff is so friendly and attentive. Reyes took time to take some pictures for me at the pool of us and put down everything and spend a few minutes framing up shots for me and I when I looked at them, I couldn't believe the angles he got with us in the pool with the hotel and beach in the background too, and made sure I loved the photos. The pool staff is so fun and friendly. Abimael was wonderful to chat with and genuinely wanted to learn about our story and was attentive. Ernesto at the bar by the beach was a masterful bartender. We saw him again in the lobby bar and I told him what kind of cocktail I would like and he came up with the most magnificent concoction and presented in an elegant glass. He was really fun to talk to too. Ligia at the lobby bar was so warm and loving and greeted us every night for a late night drink and talked to us giving us a lot of insight on Cancun and the hotel and she'd been there for 15 years. The staff really love their jobs and love making guests feel welcome and happy and it really showed. We got coffee at the cafe and snacks often. Ask for a shot of espresso in the coffee, otherwise it's pretty weak. The cafe staff were so much fun and knew our orders by the second day. Great place to grab a quick panini or muffin or gelato every night like my husband did. The hotel is incredibly clean and we felt very safe during Covid too. I had my first spa experience and it was the most beautiful, memorable experience. They really took care of me and tended to my body during the massage and the main area with the hydrotherapy pool is the most beautiful place to relax. They are not kidding calling it the Zen Spa. It is exactly what you will feel. If you get a massage you can use the pools and jacuzzi and sauna, which i didn't realize, so do take advantage. There is a show at the hotel lobby every night at 9pm. The audio is really hard to hear, it's overmodulated, but it's a fun experience. Nothing super spectacular. We enjoyed the acrobats the most. The singers and dancers are just ok, but it's a fun experience. Grab a drink, sit in a corner and people watch after the show too. So much fun to see different people from different places. Time Out we never went to but they were always pumping loud music and it was a dance party in there every night. Highly recommend taking a quiet late night stroll through the palm tree area and garden in front of Maria Marie, and along the pool area it is so serene and so quiet late at night and a romantic way to end the night. Asiana restaurant and the habachi experience was just ok. We're from Seattle like I mentioned so we know great fresh sushi, it was not fresh or great, but the staff was wonderful. The habachi experience was definitely fun to watch, but it can be really hit or miss depending on the other couples. Some nights everyone around is having a great time, the night we went for some reason the couples there were not very interested. The chefs though had some fabulous talent. Guillermo at Maria Marie is fantastic and can make a great flaming souffle and really make your special anniversary wonderful. Overall, it was really nice that this is an adults only resort. We took beach walks everyday and the family resorts nearby had a very different feel. Nice to get away from the kiddos at home and on vacation too. The seeweed on the beach is a problem. It is the one thing we were really not expecting it to be that bad. My husband still swam in the ocean almost everyday, but he was one of the few and let me tell you, that seeweed will get everywhere in your body. One day one patch of it cleared and many people got in the water in a small stretch but it completely detracts from the entire beach vacation experience. And there's nothing the hotel can really do about it. You'll see a tractor going by everyday, but they can't scoop it up or clean it. So be aware that swimming the ocean is unlikely for most people. I enjoyed dipping my feet in once in a while and long beach walks that had to happen on the sand not along the waves. My husband seemed more upset by the seeweed than me, but if you're wanting to go on an ocean vacation to swim, plan to go to other beaches in cancun, because the hotel beahc, although stunningly beautiful won't be the swimming beach and they only allow swimming in certain sections. We never had trouble finding a cabana whether it was the beach chairs or the beds. The beds go more quickly unless you have a reserved one. Overall this resort was what we needed for us. Food was good. I don't know that I would call it excellent food for an all inclusive, but good. The anniversary dinner on the beach definitely had fantastic food, but you also paid extra for that. The hotel was VERY clean, very spacious. The staff was SO amazing, respectful, and cared about you and you really felt it. Lots of food choices, great rooms, loved the magic box. We leave here happy with amazing memories to take home with us and the staff we will never ever forget. Thank you for making the vacation special by caring about your guests. It is what makes Hyatt Zilara stand out.