Hyatt Zilara Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 9536 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-4.5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Great escape while still safe

    Reviewed by Wanderlust98092(Auburn, Washington) on Apr 09, 2021

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    I’m told the experience was atypical compared to pre-covid so my expectations were aligned. Overall amazing job modifying for safety and space in a pandemic. Only gripe is diminished activities, lack of pool DJ on alternating days and new reservation process for cabanas. The resort and people were amazing, the views and rooms overall were great. The gym was exceptional. Restaurant service was great - especially in coordinating a hands free buffet experience, however pool service was severely lacking.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-4

    Value

    Value-5

    Great Vacation

    Reviewed by Stay57281(Boerne, Texas) on Apr 09, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My wife and I had a great time in July so we decided to return with our daughter and son-in- law. We just got home yesterday after 5 nights at Zilara. This hotel is outstanding. We had an oceanfront room that was great and kept super clean by the housekeeping staff. The hotel staff always greet you with a smile and friendly greeting. The hotel is kept clean which is a must during Covid. The beach and blue water are picturesque. The food is very good for an all inclusive. The hibachi at Asiana was our favorite and breakfast every morning at Spice. The waiters at the pool were all super attentive and brought you whatever drink u wanted (Adrian, Victor, Asiah). David and Ivan who were in charge of the cabanas were extremely nice and catered to your needs. I can’t remember all the names of our waiters in the restaurants but they were all extremely nice and attentive. The only negative was my daughters room had an air conditioning issue in that it was not cooling properly. Maintenance tried to fix it but were unsuccessful. They were offered another room but it was their last night so decided not to move. They were compensated by management upon checkout. My wife had a seating issue at the pool during bingo but that was resolved by the pool manager. I can’t say enough about the service and friendliness of all the staff here at Zilara. I highly recommend this hotel and would definitely return.

    Wonderful vacation

    Reviewed by Tour618343() on Apr 08, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    The resort was beautiful, great food and wonderful service. It was our anniversary and the staff did everything to make us feel special. The beach is so beautiful and goes on for miles. The pool is really large and we never felt confined or crowded. We never had to wait for a drink from the bar or for meals at the various restaurants.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Absolutely amazing

    Reviewed by B5367ZDanthonym(New York City, New York) on Apr 08, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This is our 4th time for the past year in this place. For a change we decided to try another place ( after visiting this place) and got very very very disappointed. However, in this hotel Zilara Cancun is absolutely outstanding service starting from cleaning and finishing with GM of the Zilara, Mr. Milan. This people do absolutely outstanding work, amazing. Thank you guys for all of ur dedication and awesome job that you do. I feel like it’s my second home. Beautiful rooms, the original ones are gorgeous with beautiful light colors, marble floors and marble around the sinks. ( however I don’t like Zilara’s renoveted rooms they are dark and depressing). Original rooms are light and full of air... Absolutely gorgeous with light energy. View is absolutely spectacular from the ocean front rooms. You can see beautiful turquoise water sunshine or sunset....spectacular....!!! Hotel is very clean. Food is amazing! My favorite is Spice for breakfast and lunch. The variety of fresh fruits and delicious food is countless!!! Absolutely incredible! And service is outstanding!!! Waiters greeting you with smile and kindness. As they get to know you, they one step ahead of you and bring you ur favorite food before you even ask..., absolutely amazing!!! You feel like u are part of big family. GM always working, walking around, checking on things. Sometimes I saw him 10pm checking on things make sure everything is good. Amazing! Pools are clean. Ocean is beautiful with white, cool to Touch silky sand. Coffee shop: coffee, service and pastries are incredibly delicious. I found out that they have a pastries chef is from Italy working for them making they delicious carrot and cheesecakes and other desserts. One of my cheesecake had a beautiful rose pedal made from white and red chocolate! Amazing!!! Variety of ice cream and sherbet amazing, and always fresh. GM: Milan, thank you for your hard work and dedication. You really make this place an awesome place with Great experience. Front desk: Manserrat Landero, Enrique, thank you for your help. You always willing to do a lil extra always willing to help. Caffe shop: Filiberto, Carlos, Jimena Pool: Julio, Avan It’s countless amount of people who is doing grate job in Zilara Cancun!!! Thank you guys!!! Sorry if I didn’t mentioned Ur name. Looking forward to see you again. Love you all. Sincerely, Helen, Tony and friends.

    Hyatt Zilara Cancun: NOT a Five Star Hotel.

    Reviewed by ccarozzo(Toughkenamon, Pennsylvania) on Apr 08, 2021

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    I visited this resort over the Easter Weekend and stayed in one of the Presidential Suites. Though the resort was gorgeous, it had some serious customer service issues. Pros: The beach. Everything about the beach is breath taking. The color of the ocean water is a stunning aquamarine. My blood pressure went down and my tight muscles loosened as soon as I saw it and caught a breeze of sea air. The suite was gorgeous and had amazing direct ocean views from the living room area to the bedroom. The Private check-in was nice. I was introduced to my personal “assistant/butler” who was to be at my service throughout my stay. Beach Butlers “David” and “Onesimo” are two of the kindest souls I have ever met. They did their job extremely well and wanted to be sure that I had everything I needed. They were extraordinary. The resort provided free COVID testing through a medical agency that made it very simple to get tested and have results in time to return to The United States. For an all-inclusive, the food was above average yet not a lot of variety and the drinks were quite weak. Cons: I ordered transportation service from the hotel to do airport transfers at $175. When I arrived in Cancun, no one was there to pick me up. It took over 30 minutes for someone to figure out that a car needed to get there for me. I was told at check-in that a complimentary bottle of wine, champagne, or tequila would be sent to my room immediately. I chose the tequila but it never showed up until the second day after I advised my “personal butler” via text. Speaking of my “personal butler, Angie,” I never saw her again after check in. She gave me a brief tour of my room and one of the restaurants and then I only heard from her by text, usually initiated by me. I saw her give a couple a complete tour of the beach area including where their private cabana was and introduced them to the beach butlers. I didn’t get that perk for some reason. For the first two days, I never received beach butler service. The resort was not crowded, there should have been someone assigned to my area. Only after I complained to Angie, I finally received beach butler service. I shouldn’t have had to ask, especially for the amount I paid to stay there. Free WiFi was part of my room package. Unfortunately, it did not work for my entire visit. They did send someone up to check the WiFi “closet” but he essentially did nothing and I had to rely on getting my messages mostly outside because the signal would disappear in my room unless I was right next to the closet where the WiFi was located. In terms of COVID precautions: all staff observed mask policy. However, many guests did not wear masks indoors as indicated. I never saw an employee remind these people of the rules. In addition, on a daily basis I found the hand sanitizer by the elevators empty. I did tell a maintenance worker but there was never any sanitizer 99% of the time I attempted to use it. Check out was handed poorly. I had to text Angie about sending a porter to get my bags. She didn’t know what time my transport was coming and had to check with the front desk. Instead of a private check-out, I was told to wait outside like everyone else. For what I paid, I did not receive the service I believe I was entitled to and what was described in my reservation. I did make a reservation for December but I think I might try another option. Regardless, I still enjoyed my stay, the beach, the sea air, and was very relaxed.