TripAdvisor Traveler Rating

Outstanding customer service! We visited this beautiful resort July 8-13. There were 11 of us. Our stay far exceeded our expectations. Staff went above and beyond to ensure our stay was enjoyable and safe. It is meticulously cleaned, from the restaurants to the pools to the common areas. There were so many staff members we encountered that made our stay enjoyable. They remembered our names and made us feel at home. Here are just a few: Olivia - (VIP Lounge) She ensured the check-in process was efficient. She is very warm and welcoming and really went above and beyond in assisting us with what we needed. Franklin Perez - hosted our romantic dinner on the beach. I was so impressed with his attention to detail, explanation of each course and the special touches he added to ensure our night was memorable. Thanks you. AltaGracia, Belkis, Nahosky, Jasmin @ The Spa - were absolutely FANTASTIC! My husband and I had spa treatments that were wonderful! The spa is inviting, relaxing, super clean and organized well. They wouldn’t let us lift a finger, not even to open a door! I’ve been to many spa and this is the BEST! The are fantastic! Melvin and the rest of the staff at the Mercado are some of the hardest working people I’ve encountered. Next to the pool and water park, this was probably the busiest place at the resort. It is a lot to ensure everyone’s safety, encounter different personalities and maintain a high level of service and cleanliness. The Mercado staff do it all with a smile and grace. Melvin remembered our names, drink preferences and just was a genuinely hard worker. Arismendy (Entertainment and Activities). My 7 year-old and his cousin took a paint class on the beach on July 12. There was some confusion about sign up and there were more kids than canvases. Arismendy Martinez and the two teachers worked quickly to come up with a solution that calmed the situation. As an educator, I offered a suggestion and he was open to listening and implementing. In the end, they added a second class and they kids had a great time. Most of all, the parents calmed down..lol. The teachers (I wish I could remember their names) were patient with all of the kids. The kids varied in a age and skill level. The teachers were super energetic and provided support and encouragement to each student. They just made it happened. The teachers are part of the Kids Club, which I recommend. Luis (poolside) and Santa (beach) were two of the standout for customer service. They always had great energy and made sure our drinks were made well, no matter how many times they were remade. Santa is like that loveable auntie we all live to visit who welcomes everyone to her home and ensures all have a good time. Delfy - Excellent customer service and always with a smile, a smile you can see through the mask. The staff at Shutters (Peruvian Restaurant) at Zilara was fantastic. Peruvian food is one of my fav cuisines. This restaurant did not disappoint. It’s rained hard as we were leaving and the hosts walked us over under their umbrellas. Water park: The lifeguards were great. We felt safe and welcome. There was one occasion where a group was smoking. The lifeguard (young man) walked over and politely explained the rules. A few members of the family yelled at him and the others ignored him. The lifeguard was very professional and handled the situation well. Other families were complaining about the smoke and that families’ younger children running around the park unattended. He supervisor ultimately came because this family continued to be disruptive. The supervisor and the lifeguard were very professional and patient. The family eventually complied. There were guests who did not adhere to the mask or safety rules, which is CLEARLY explained in the documents you sign and agree to at check in. Kids 2+ have to wear masks indoors period! I wished everyone followed that. The staff were great in the restaurants in providing gentle reminders to guests to cover noses and mask up. They walked around and handing out masks to kids, which some parent should’ve been more on top of. I’d like to thank the resort for being consistent in implementing the policy despite a lack of compliance by some. Overall, I highly recommend this resort and plan to return.

Amazing trip at a beautiful resort! There were so many people who worked there that made the trip amazing! Activities daily were awesome such as cornhole, aerobics, darts and ping pong, Brayan and Pedro made those games so enjoyable to be apart of! Poolside service from Veronica was amazing as she helped with any need or question we had! Manuel was an amazing host as well for our entire week! Pedro from mercados who works the breakfast burrito stand was also absolutely anazing! Looking forward to the next trip!!

My wife, son (8), mother-in-law, and her husband were here July 16-23 and, overall, had a great time. Note: while we were here the resort was still adhering to some COVID rules. The staff wears masks continually and you are asked to where them in the lobby areas, events, and when entering restaurants. PROS: Staff - The staff overall was extremely friendly and helpful. The resort was clean and the food was incredible. Pool - Though we were club members, we stayed by and used the main pool each day. Our servers Evelyn and Ramona were top notch! The pizza and burgers from Prontoz were delicious and the wait time for them was minimal. On one of our last days we decided to rent a cabana by the pool and it was a real treat. Our server Jaysen (that afternoon) was attentive and a pleasure. On many of our days my wife and I took part of the "aqua gym", a 30 minute aqua aerobics time led by Pedro. Pedro is a genuinely good-hearted person with extreme energy. He made the aerobics fun and entertaining and he made sure to check in on us daily. Concierge - Our concierge Osiris checked on us daily and even helped out my in-laws with some of their needs. If you have a concierge make sure to download WhatsApp on your phone prior to coming to make it easier to communicate with them. Club Lounge - With the club level access we were able to use the Club Lounge where we would grab an occasional snack and come to before dinner each night. Our servers Keiber and Hellen took great care of us. Food - We loved all of the restaurants; there wasn't really a bad one. Be prepared for a different buffet experience if you go during COVID restrictions. They do their best to serve you buffet items (it is not serve yourself) and with that you may have some communication issues. It is a little louder in the buffet. That combined with mask wearing makes asking for what you want a little challenging. Victor at Chinola was very accommodating and made sure we knew about the restaurants on the Zilara side, which we had access to as long as we didn't bring our son. Speaking of our son, he had his birthday while we were there and the staff and servers made his day wonderful with a fun cake at dinner, a banner on the door, and a sash to wear. He loved the pool area as well as the water park. Kids Club - The Kids Club was overall good and the staff is great. My son went a couple times for about an hour each time. He liked it, but it seemed to be geared for kids that are a little younger and he himself was too young for the Teen Club. Our room was perfect (King Suite) and our son loved having his own space. The housekeeping staff kept our room clean and also respected our privacy, too. I noticed before our trip some negatives about the beach which we did not experience. They have a break set up to keep some of the seaweed out and lessens the waves. It was really cool to walk out and enjoy the water. My wife and I also kayaked and had a great time. We love to walk the beach and were able to for a good distance past a couple neighboring resorts. Overall, a really nice resort with an accommodating and pleasant staff. CONS: The cons were minimal for us and really just one thing that kept me from giving this a 5-star review. I use a CPAP machine and prior to our visit my wife asked the staff about making sure I had access to distilled water. After a couple of requests, we were told to speak our butler/concierge when we arrived. When we arrived and asked about it, we learned they did not have any onsite and it would need to be delivered from the pharmacy....for $69! I was floored, but also needed the water for my CPAP (yes, I follow the instructions on my CPAP). The water itself isn't that expensive, but the delivery charge. What upset me was that it came from a pharmacy at the airport. Had I known that I could've potentially picked it up there before coming to the resort. I would encourage the resort to have distilled water on hand for us CPAP users. Again, the overall experience was wonderful and I would definitely go back. And for those going during COVID, set your expectations accordingly.

This resort is beautiful, there is so much to do day or night (pools, restaurants, the gorgeous beach!!!!) but the real thing that made my experience were the people. From start to finish every one took such good care of us - especially Julio (our butler), Darel at the front desk and Jeyson who took care of us at the beach. Each of them were thoughtful, kind and so wonderful. Thank you a million times over!!! Would recommend this resort to anyone who wants to relax, have fun and enjoy the beach of the tropical beaches.

Joel Sella is a master of delivering customer centric services for a family trip. Amazing food; and our Butler,Manuel, was very attentive and effective. This is a phenomenal hotel for your family's vacation.It will not disappoint you!!!