Hyatt Zilara Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 8807 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-4.5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Best Honeymoon and Future Vacations

    Reviewed by M566LMtrevorw() on Sep 29, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My now wife and I booked this trip at the beginning of Covid. We are so thankful that we were able to make it. It seems like the whole area outside of the hotel trip started opening up at the beginning of September. Since we arrived and every interaction we deal with regarding the staff as just been so pleasant and very friendly. They truly are about their customers. For example, one of the first hand full of staff members we met was Juan in the Entertainment Department. (We got in late the first night so their nightly show was going on). From interaction one and throughout our whole ELEVEN day stay, he remembered us and talked to us. The usual chats for checking up on guests but also getting to know each other. We had multiple conversations ranging from day to day life, things to do at the hotel, what to do in the near by area, and the area where he grew up in and how he enjoyed what he does for work. Which is helping customers have the best experience possible, which he succeed in all aspects. After day two whenever we had a unique question or needing some help around the building we would end up finding Juan and he was always more than willing to help. Now after our experiences, these are the things we learned in a list: -During September (their rainy season) still very hot and rains at off hours of the day (Bring A LOT of sunscreen. It is about 12-15 USD per bottle of spray sunscreen depending on the near by area. We went through six bottles, survived with tans and no sunburns! -Bring a tumbler, they are the best option to use for your drinks at the pool and beach, ice melts so quickly it is insane. -Bring a hat, sounds silly and a no-duh but no matter age or gender, bring a hat -Ladies, bring a cover-up for your swimsuits, they require it for the outside food restaurants and it is just polite going through the building. Same thing goes for the men, use your shirts for cover-ups. -We did 3 activities booked through the hotel, best thing to do because it provides the transportation, if you don't you run the risk of providing your own transportation to the destination. Some are close, some have 3 stopes throughout and a total of 5 hours of driving. (That was one adventure that took 14 hours, completely worth it!) -Bring a book for the beach, if you never been on a beach of the ocean like myself, it is super salty and will mess up your eyes, ladies it will use your makeup and add more pain to your eyes. People that wear contacts, i would suggest glasses with a strap that goes around your head, otherwise your contacts will be not so enjoyable. Majority of the staff speak some english, some are very fluent (Juan). This made it easy to communicate and to raise questions if we had any. I do not personally know any Spanish but i felt very comfortable here and on our trips with our guides. Overall an amazing trip and overall experience. May reasons why we picked this place above all. All-Inclusive, 21+, no kids (sounds mean of me but truly made a significant difference, they accept USD and pesos for payment. Greatest advice of all, enjoy your time here and relax. Don't think about anywhere but in the moment. If you have any questions ask any of the staff members. We would love to come back and probably will, but we have our bucket-list we want to knock out before we try for some kiddos. This is my longest review ever, but if you made it this far i hope it helped and thank you for your time.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5

    Value

    Value-5

    Hyatt Zilara Rocks!

    Reviewed by Clvrgrlinsd() on Sep 29, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Unbelievable time at this hotel. Sparkling clean, friendly staff and top notch service. Special shout out to Luis at the cafe who makes a mean cappuccino with unique designs. He made my morning every day while we were there. The music in the cafe, the view and Luis. I highly suggest starting your morning off lounging there. Next up is Rigoberto at Pelicanos. Wow! This man goes above and beyond to accommodate. Just ask him for chips and salsa at dinner, they dont offer them. He ran somewhere and brought them to me! Unbelievable! Next, Carlos from Spice. He hooked us up every day with something special. So special it's a Secret. Carlos rocks! And now for Juan! He is in charge of the entertainment and appears to run the entire place. Seriously this guy is everywhere you turn. Big smile, super friendly, always updating us on activities and shows and invited us up to the gym pool for sunset which I highly recommend. What a view! Juan rocks and they are lucky to have him! The pool is sparkling, the views are amazing and the beach/water is breathtaking but the greatest thing about this place is the staff made us feel like we were their only guests. They all seem so grateful to be working and their main goal is clear...please the guest. Above and beyond. Thank you Hyatt Zilara for an unforgettable time! Amy Driscoll San Diego, CA

    Amazing Trip during COVID!!

    Reviewed by Angela G(Philadelphia, Pennsylvania) on Sep 29, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I coud not wait to post this review about the Hyatt Zilara! A word to describe this place is simpy- AMAZING! We traveled here recently (9/9-9/13) to get a little break from the craziness back home. There are many options in Cancun, but this place was great in every way: SERVICE- The main reason we will return is the service provided by the hotel staff. From check in, housekeeping, dining, to check out- I felt pampered in every way. The staff truly went above and beyond to ensure a great stay. The hand over their hearts when addressing you, was so heartwarming and made me feel great travelling again. I love that the staff ensured guests were cleaning their shoes, wearing their masks, and LOVED that the buffet was served by the staff. Resort- The resort is beautiful! The pool, beach, restaurants and property was immaculate. The staff could be seen cleaning every moment of the day, which really helped a germophobe like me feel extra safe. Social distancing was in effect and done well. Loved the cabanas spread throughout the pool deck and beach and never felt cramped or too close to anyone. Food- The food overall was pretty good here- our favoritie restaurants were Pelicanos- loved their grilled grouper, coconut shrimp and filet for dinner. We enjoyed Spice for breakfast each morning, and getting omelets made to order with a smile from the lovely female chefs. Also loved Asiana and the grilled lobster tail accompaniment with dinner (small upcharge but totally worth it). Rooms- We stayed in the Oceanfront King Room (Rm 741) this was a very spacious room with a spectacular view of the ocean. It was great waking up to that beautiful scenery every morning with lots of sunshine! There are some small improvements needed to the room, such as the screens/sliding doors to enter onto balcony, chairs on balcony could be a bit better/better padded. Previous guests had scraped some of the film off of the window in the shower (I suspect to get a glimpse of the nice view of Cancun during their shower) and the chairs in the room could use a deep scrubbing. We had a huge jacuzzi, but did not use it. It looked like it had been used a lot based on the visible wear and tear. The pillows were a bit small and could be improved. The rooms could use microwaves, as I was able to take my lobster tail from Asiana to go, but could not heat it up. I would have loved to be on the top floor in the same category- as the views are amazing!!! Bar- I loved that Don Julio was served- it is one of my favorite tequilas and it was plenty for everyone!! Never ran out, drinks were strong, and delicious! I would like to shout of all of the wonderful staff that is truly the reason why we will definitely come back to visit this resort- the service is truly unmatched: Enrique @ Pelicanos- amazing hospitality, attentiveness and all around great service. Angel @ Lobby Bar- he made us great drinks daily, was very friendly and even remembered our 'usual'. Ivan @ Pool Bar- he was just awesome..we never had to wait for anything....he was truly on point, attentive and very friendly. He went above and beyond to make sure I had ice and cherries for my daily bottle of Moet. Ivan Rivera@ Pool Service Mgr- amazing leader!!! His staff was on point, and he made rounds to check in on all of the guests to ensure they were comfortable and having a good time. He was very hands on, which was very appreciated. He greeted us with a smile everyday and knew I was the 'girl with the Moet each day, so he ensured I was taken care of. Jesus @ Spice- seeing him every day for breakfast was a great start to the day- very pleasant and was at your service every step of the way. He was also very friendly- as was everyone in Spice restaurant. He was a gem:) Valeria@ Pelicanos and Maria Marie- very friendly and personable,, each day we were greeted with kindness and awesome service. Noe and Victor@Maria Marie- we had a great dinner experience here and they were great with suggesting dinner items, ensuring our glasses were never empty and were all around gentlemen throughout the course of our meal. Last, but certainly not least- our amazing housekeeper Martha. She was very pleasant each time we encountered her, our room was immaculate each day and one day she even put balloons all over the room to celebrate my husband's birthday. I forgot to get their names- but the women who checked us in and out were also amazing!! Overall- AMAZING vacation despite the pandemic. I felt safe, appreciated as a guest and will definitely be returning in the very near future. The staff is truly the reason why this will become our regular vacation spot. Thank you Hyatt for hiring such wonderful, caring staff and for going above annd beyond to make your guests feel safe and good about travel again!!! Cheers!

    Individual ratings:

    Location

    Location-5

    Service

    Service-5

    OBSESSED.

    Reviewed by SenorJackJack(San Diego, California) on Sep 28, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    First of all, I have to say that the staff here at Zilara are incredible. Sarai, Ivan, Juan, room staff, and concierge are amazing. We always felt so taken care of and whatever that little hand over the heart gesture is - it's perfect and keep it up because I felt the love. I thought traveling during Covid would be tricky - but our experience was smooth. We departed Tijuana International via CBX and arrived with no problem. We just filled out our Secretaria de Salud form and went on our way. The airports, airlines, and passengers abided by social distance (to the extent possible) guidelines and masks. We felt very safe and comfortable. As to the property, it was our first time there and we loved it. Our room was amazing on the sixth floor and had an enormous balcony. We asked for a hammock which was 100% necessary for sunrises with coffee. The food was great, pool was great, and property was clean. Our rooms were made twice a day and we are so lucky to have been able to celebrate an engagement and a birthday there. The two-story beach cabana was SO fun and recommend it! Also, to break up the five day stay there, we did the jungle tour that is offered by Aquaworld. They offer several excursions where you get the towels. The jungle tour was a two hour (two-person boat ride and 30 minute snorkel trip) tour that we did in the morning and we were back in the pool by 11:30. Recommend it. Thanks to the property for making our first time there so memorable - we'll see you soon. =]

    Individual ratings:

    Location

    Location-5

    Service

    Service-5

    Vacation during Covid 19 pandemic

    Reviewed by Blackcouplestravel16() on Sep 28, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    My fiance and I celebrate my birthday every year in Cancun. The staff offered outstanding customer service during the entire duration of our stay. All of the staff was amazing, but the following individuals made my birthday week for lack of better words one for the books. Sabina, Sara, Jesus, and Jemina went above and beyond and deserve to be acknowledged for their outstanding service and commitment. I really enjoyed the tequila and Ceviche tasting events. My favorite restaurant at the resort was spice for breakfast and lunch. If you're a foodie this would not be the resort for you, yes there was various options but the food wasnt tasty. Im hoping this is a result of the pandemic. Due to the service, ill be more than happy to visit this resort again. I truly enjoyed my birthday card and balloons from Sabina & Sara, thank you for such an amazing experience .

    Individual ratings:

    Location

    Location-5

    Service

    Service-5