Hyatt Zilara Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 8729 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-4.5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    If I could review this hotel as a "zero", I would. Terrible (and thieving) staff, really average food and drinks

    Reviewed by 552amy113(London, United Kingdom) on Jun 04, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I stayed at this hotel in January for my honeymoon, and given I had recently found out I was pregnant, it was also a surprise babymoon. On balance the hotel seemed ok at first - the pool was nice and it was in a nice spot on the beach as well. However, my honeymoon was ruined when a member of staff stole my £200 wireless ear buds from the gym. I attended the gym at 7am and no one else was in there as it was so early. Two hours later when I was back in my room I realised I left the buds in the water bottle holder of the treadmill at the gym so went back down, and it was still super quiet. However, the buds were gone. I filed a report and asked for the team to watch the CCTV and firstly they said it was impossible the angle / footage was too bad so they couldn’t see anything. When I asked to see the footage myself they then claimed that they did in fact watch the footage and it was clear that I had never brought the buds to the gym at all, so they were not stolen from the gym. When I told them in no uncertain terms that I DID have my buds at the gym and was clearly listening to music the entire time (which they would know if they watched the footage), they changed their tune and said, oh actually they did watch it and no one else used the treadmill after me so it was definitely not a guest. When I pushed for details, they were very cagey and it turns out they still had not watched the footage! After many complaints they finally agreed to watch it, but then when we grilled on the details they confessed to only watching a snippet – the part where I myself was on the treadmill. When we continued to push they then agreed to watch the full 2 hour window after I got off the treadmill (I doubt they actually did, they had no interest in helping us out). They then reported back, as expected, that there was no one on that treadmill after me. Well it is not possible the buds could have disappeared into thin air! Clearly it was a member of staff if not a guest. I also don't think that guests staying in a hotel paying this sort of price per night would steal some wireless buds that they probably already own themselves. What made matters even worse was that they then decided to accuse my husband of stealing the buds! They said they saw him on the cctv having dropped his own buds over the side of our balcony and said they were very sorry to inform me that my husband was the culprit and he was clearly covering up his actions and leading me to believe that my buds were stolen so he wouldn’t get in trouble. It is quite funny that all of a sudden the cctv footage is that good that they can see what we are doing on our balcony from a camera hundreds of metres away and yet they couldnt see what was happening when there was a camera directly above the treadmill! The investigation itself was also manged very poorly - we were constantly left waiting in the lobby for literally hours on end when we were told someone was on the way. “Go and have a drink at the bar and someone will be out in 5 minutes” – 2 hours later someone would come to us when they realised we were not leaving. Other times we were left waiting for hours for a call back in the room when we were told they were on another call and would call us straight back. They were clearly just avoiding us - it ruined my honeymoon and babymoon. You would expect better service from such a grand hotel. Such a shame as it is such a beautiful country but you really cant trust people there to do the right thing. The buds were a gift from my husband and I would have happily given the staff £200 for finding them if they had of been more helpful instead of stealing them. Other limitations of the hotel - the food was rubbish. It was all inclusive so they just served whatever slop they could to maximise margins. My husband and I ended up actually eating dinners outside of the hotel despite having prepaid for all inclusive as it was that bad. I was not drinking given I was pregnant, but my husband was. The cocktails were so watered down and terrible that he had to actually watch to make sure they put a shot of alcohol into the drink. Overall opinion - do not stay at this hotel - you can do much better elsewhere. We were fans of the hyatt and are actually members of this hotel chain. Usually we would always stay at the hyatt but this particular one really brings down the brand name. Hard to believe it is part of the same chain Spend your pennies at another hotel!

    Individual ratings:

    Service

    Service-1

    Value

    Value-1

    Great stay! We will definitely go back!

    Reviewed by claudie_david() on Apr 20, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    My husband and I stayed 5 nights at this adults only resort. Elegant, beautiful; service was most attentive, professional & caring. Breakfast & lunch outdoors at Pelicanos, a real treat especially since all other restaurants served their meals indoors only elegant dining, plenty of food nicely served but nothing worth mentioning. All rooms had ocean view & an indoor Jacuzzi. Excellent shows every night in the spacious lobby. Gorgeous beach, turquoise ocean & silky sand BUT very rough waves & strong wind while we were there. No sea weed, a real plus. Loved every day of our stay at HZ. Would like to thank everybody, especially Martha for her excellent aquacycle classes.

    Individual ratings:

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Fantastic Vacation at Zilara Cancun!

    Reviewed by Lea_N_818(Washington DC, District of Columbia) on Apr 18, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This was our first visit to the resortl we stayed only three nights at the Zilara Cancun in December but we absolutely loved the property, the staff and of course, the food! The ocean front views from every room cannot be beat. The standard rooms are huge, there is so much space including a large patio. There was always space to sit at the pool and beach; tons of cabanas which made for great napping spots. The infinity pool is gorgeous and the beach is massive! The fish tacos at Pelicanos were my favorite, and we went to Asiana's twice in only three nights because my husband loved the sushi so much. It was excellent quality for an all-inclusive resort! The staff was wonderful - we had fantastic service from Dario at Asian's, Memo at Marie Marie and Jorge and Pelicano's! Thank you all! Wish we could have stayed longer at this picture perfect resort, but we will be back! Highly recommend this resort for an adults-only vacay!

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5

    Great stay

    Reviewed by georgia-traveler95(georgia) on Apr 05, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We had a wonderful 3 night stay at Hyatt Zilara. We had a swim out room on the activity side. Room was beautiful with an astounding view. The resort is not huge so everything is easy to get to. Staff were very friendly and helpful. We were here in March so the ocean was still cool but the pools were very nice. The food was really good. Room service was always quick and delicious. Pelicanos seemed to be our favorite restaurant overall for breakfast, lunch and dinner although Asiano’s for hibachi was a lot of fun. The pool chair towel game is really strong here so unless I had a swim up room, I’m not sure if I would return. The resort wasn’t crowded at all but all the pool chairs were taken by 7 am and I didn’t see anyone in them until lots later in the mornings. Overall, Zilara is a wonderful resort and I would recommend.

    Great Hotel!

    Reviewed by 847carynh(Columbus, Ohio) on Mar 28, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This was our second time staying at the Hyatt Zilara Cancun, and we loved it, yet again! The staff is amazing, incredibly friendly, and so very helpful. The food is amazing at each restaurant, and the drinks are never-ending! The only, very slight, drawback, is that the pools don't connect. There are two pools that are connected under a bridge, but you cannot travel under the bridge (it's a low clearance and they have it blocked off). So the main pool has the infinity edge and the pool bar, but the pool on the other side of the bridge is where the party action occurs. So if you want to have fun at the party side, you have to either wait for pool staff (which are amazing!) or get out of the pool to get to the pool bar. But really, it is such a minor inconvenience that it's hardly worth noting. Also, you can get a ride to the Hyatt Ziva and eat at their restaurants still for all-inclusive. This was such a great trip and we will definitely be back!

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5