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“Room 741 Corner Suite” 5 of 5 stars
Review of Hyatt Zilara Cancun

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Hyatt Zilara Cancun
4.5 of 5 Resort (All-Inclusive)   |   Kukulkan Km 11.5 Hotel Zone, Cancun 77500, Mexico (Formerly The Royal)   |  
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Ranked #11 of 172 hotels in Cancun
Redwater, Texas
2 reviews
Reviews in 2 cities Reviews in 2 cities
9 helpful votes 9 helpful votes
“Room 741 Corner Suite”
5 of 5 stars Reviewed November 26, 2013

Stayed the week of 16-22 November 2013. Hotel had already changed to Hyatt. Had researched and read tons of reviews before booking through CheapCaribbean.com. We used the online registration and got the exact room we requested. The hotel is spotless and in a prime location. The corner suite is awesome as we had an ocean view and also a view of the lagoon so that we could see both sunrises and sunsets. The bed felt hard and a little used. Not the most comfortable bed. Ordered roomservice for breakfast almost every day and once for sandwiches. We weren't too impressed by the food but heard that the food may have changed a bit once Hyatt took over. Didn't eat at Maria Marie or the Chef's Plate as I don't enjoy long dinners. Wasn't impressed with food at Pelicanos either time we tried it. Asiana for show and another time for lunch. It was probably the best. The Spice buffet wasn't that great and ended up eating spaghetti there twice. The lobby bar is wonderful and a great meeting place. Manuel made sure to always stash a bottle of Crown Royal or Grey Goose for us. The Crown seemed precious. Hard to get a real Crown and Coke. Most times we'd end up with something like Black Velvet. Outback Steakhouse and Bubba Gump's are right across the street. Ate at Bubba Gump's for lunch one day. Took taxi down to flea market and will NOT do that again. Got taken, but that's my fault. Next time it's back to La Isla Mall. The price on the item is the price you pay. Service was wonderful and the staff was always hard at work. The property is gorgeous. Had a massage twice and highly recommend having a moonlight massage! The beach party on Tuesday night is a blast. We had a cabana with a loveseat and ottoman. Great music for once. That's something they can improve on is the music around the pool area. Didn't want to leave!

  • Stayed November 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, December 16, 2013
Dear JG,

We very much appreciate you taking the time to review your stay at Hyatt Zilara Cancun and are thrilled to know that your overall experience met your expectations.
Please rest assured that we have already made many enhancements in our restaurants to provide a more high-quality and enhanced options to suit all of our loyal guests’ taste.

We will make sure to share your appreciation of his excellent service with Manuel. We are proud to have such dedicated associates that make a difference.
We look forward to welcoming you back during your next visit to Cancun
.
Kind Regards,
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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    5 of 5 stars
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English first
Pittsburgh, Pennsylvania
Senior Reviewer
8 reviews 8 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
23 helpful votes 23 helpful votes
5 of 5 stars Reviewed November 25, 2013

My wife and I chose the Royal to celebrate our 25th wedding anniversary, and we weren’t disappointed. This was our first trip to Cancun, for 5 nights at the beginning of November. The shuttle transfer from the airport using BD Travel was very good and the check in was quick, with a warm welcome, fresh towels and champagne. A representative of the Real Club gave us the welcome package and made some dinner reservations for us, and then tried to sign us up for a breakfast presentation but we opted out since our stay was only 5 days and we felt we didn’t have time for it. We booked an oceanfront corner suit which was as beautiful as shown on their hotel website. For us this clearly separated the Royal from so many places we’ve booked in the past – you get exactly what you are promised when you book your room, actually more since our room was so fresh, with rose petals on the bed and hot tub, and on the table they placed a bottle of chilled champagne and a cake to celebrate our anniversary. Thank you! We used the online check-in which was excellent, allowing us to choose the room, floor, and side of the hotel that we liked. Having a corner unit with windows on two sides was very nice and the room was bright. The balcony was amazing, when they call it oceanfront it’s REAL oceanfront, with a beautiful view of the beach and ocean especially in the morning. You can also stretch in a hammock on the terrace, which was a great touch. The room was clean and everything functioned properly, including the in room Jacuzzi, and the bed was very comfortable. We liked the little refrigerator in the room with sodas and beer (the snacks were scarce) and there was a good choice of alcohol spirits. It was also nice to have a coffee maker in the room but we didn’t use it because it was easier to swing by the coffee bar, a nice place to have coffee and sweets. The bathroom was amazing, modern and clean, excellent amenities, with rain shower and four additional jets that you can adjust separately. The beach was great. Our reservation included a beach cabana which we didn’t use because cabanas are far away from the ocean and arranged in several rows so ours was in the last row and we couldn’t even see the ocean. Instead we used cabanas by the pool, and those were very nice. Several evenings they organized some spectacular shows in the main lobby. For an all inclusive place this hotel had great food. We enjoyed Spice for breakfast and Pellicano for lunch, and for dinner we made reservations for Asiana and Marie Marie. Asiana was just OK, but Marie Marie was very good, especially the chef’s plate dinner which we would recommend highly. Equally we were impressed with hotel service; everywhere we looked everyone was working hard and we appreciated how nice everyone was. Housekeeping was excellent. We tipped all, they definitely deserved a little extra. It would be difficult to name everyone, but special thanks to Lupita, the hostess at Pellicano and Spice, this extremely pleasant young woman really enjoys her job and she gave her all to have us enjoy our visits to these restaurants. Raija, the Chief Concierge was outstanding; at the end of our stay there was a bad storm and water started leaking into our room. We called the maintenance so a guy with a ladder showed up to check it, and soon he left leaving us clueless since he didn’t speak any English. I called the front desk and soon Raija came up personally to talk with us, and arranged to move us to Presidential suite for our last night at the hotel. Raija was both professional and pleasant, she solved the problem quickly and to our satisfaction, exactly the type of a manager you wish to have to talk to when a problem arises. We’d like to thank Raija and the entire team at the Royal for making our stay so enjoyable.

  • Stayed November 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, December 16, 2013
Dear Gazda,

First of all thank you very much for taking your time to write such a detailed review and congratulations on your 25th anniversary. We very much appreciate you choosing to spend such a special occasion at Hyatt Zilara Cancun.
We are delighted you enjoyed your stay at Hyatt Zilara Cancun and that our associates, Guadalupe and Raija, provided you with excellent service; please rest assured we will pass on your encouraging words to them.
We are glad that your inconvenience during the thunder storm was taken care of efficiently and that this did not spoil your vacation experience.
Once more, thank you and we hope to have the privilege of hosting you again in the near future.

Kind Regards,

Monica Roberts
General Manager
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glasgow, scotland
Senior Contributor
23 reviews 23 reviews
8 hotel reviews
Reviews in 13 cities Reviews in 13 cities
23 helpful votes 23 helpful votes
5 of 5 stars Reviewed November 25, 2013

Me and my husband stayed at this hotel in sep/oct for our honeymoon.
This hotel was beautiful everywhere is spotless they are constantly cleaning the place.
The food was average except and Maria Marie that was lovely the drinks were also brilliant you could ask them for any cocktail and they will try to accommodate you. My favourite part was the coffee house me and my husband put on half a stone from eating those cakes lol
The rooms are so big and the hammock on the balcony is a good touch also the mini bar is stocked with drinks and snacks everyday.
Overall this hotel is great couple of things could make it excellent eg language Barriers and treating all tourists the same (members get quicker service) although Miriam served everyone as equals she is a valued waitress.
Wish we were there now not back In rainy cold scotland xx

  • Stayed October 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, December 16, 2013
Dear glasgowgal88,

Thank you for taking the time to share your honeymoon experience at Hyatt Zilara Cancun.
We truly enjoy pampering our valued guest, such as yourselves and are pleased to read that you had fabulous time at our resort.

Please be assured we will make sure to communicate to Miriam that with her dedication and great service she was able to mark a difference during your stay.
We appreciate you choosing Hyatt Zilara Cancun for your honeymoon and hope we will be able to welcome you back for your 1st anniversary!

Kind regards,

General Manager
Monica Roberts
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Doncaster, United Kingdom
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed November 25, 2013

This hotel is beautiful. We were amazed by the reception area when we got there and then amazed at the rooms. Very spacious and there is nothing mini about the mini bar! Everything is very clean and sparkling. The waiters are excellent. They cannot do enough for you. Very attentive. Rafael and Miriam were excellent especially the sun glasses cleaning from Rafael. Edy and Hobal and the entertainment staff were excellent. The food is beautiful but the house wine did let it down a little. The weather was amazing and location perfect. The problem we had was front of house. Checking in and checking out was very slow. There was no fair queuing system and they seemed to be very disinterested. We also had a couple of problems while we were they and we were less than satisfied in how they were dealt with. Apart from that our group of 4 girls had an amazing time and will definitely be back next year. We also met some great people who we will stay in touch with. If you want a pampering holiday with good food and mostly good drink this is the place for you! I hope the standard of service etc does not change for the worst now Hyatt has taken over. Please don't cut corners on quality!

Room Tip: No need to upgrade all rooms are lovely. We were on the 2nd and third floor and they were great.
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  • Stayed November 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, December 16, 2013
Dear Nickyworrow,

Thank you for sharing your review with us. The comments and observations we receive from our valued guests are always taken seriously as they help us improve our areas of opportunity.
We would like to extend an apology for the lack of service you perceived from the Front Desk associates and can assure this has already been addressed.

We are glad to hear that the general service you experienced by our team met your expectations and we will communicate your kind comments to them.
Please rest assure that this transition to Hyatt Zilara Cancun, has been an exciting and positive change and are 100% sure that your future stays will be just as memorable.

Sincerely,

Monica Roberts
General Manager
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newcastle
Senior Reviewer
7 reviews 7 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
16 helpful votes 16 helpful votes
4 of 5 stars Reviewed November 22, 2013

Just got back on the 17th November. We have stayed at the Royal in Playa three years ago, and loved it. Not sure if the takeover has made a change, but we still found the staff still fantastic. The standard of food not as good. Spice is great for breakfast and lunch, but awful in the evening, to the point the manager asked what the problem was, and we said you have little food left, he said he could get a steak or fish cooked if we wanted. That should be on the counter in the first place, this was only 8.30 at night, no pasta left, no fresh meat nothing! No Champagne now, sparkling wine, fresh juice is now orange squash.

A great place for a weekend, as many of the Americans explained, if you just want to hang out at the pool bar and drink cocktails, I see how that is good. But 12 days of that, and not great food, not what we expected.

The room and hygiene is a very high standard, that is the one good thing.

We would not return, the world is to big to return to a hotel that disappointed. We ate out over at the seafood restaurant, and that was great, such a good experience.
All in all after a day long flight from the U.K, much better places to visit.

  • Stayed November 2013, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, December 16, 2013
Dear kizzwizz,

First of all, thank you for taking the time to share with us your comments. Our guests´ feedback is essential for improving our services. We are sorry to read that you experience didn’t meet your expectations and can assure you that the concerns you raised have already been addressed.

We at Hyatt are very passionate about our F&B philosophy and many dining enhancements have been made to ensure our valued customers´ satisfaction.
We hope you do give us a second opportunity to host you again and personally assist in making your stay an outstanding one.

Sincerely,

Monica Roberts
General Manager
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Foresthill, California
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed November 21, 2013

Excellent location for a romantic get-away. Every night live entertainment. Excellent food & Great service from Chef Chontal; Flipe Munoz; Aeturo Sanchez & Manuel Diaz at Spice Restaurant. Everyone at Spa Zul made it special.

  • Stayed November 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, December 16, 2013
Dear Ginger N,

We truly appreciate your positive comments and hope we will have the privilege to host you again at Hyatt Zilara Cancun soon.

We will make sure to communicate to our associates that they helped create your memorable experience.

Sincerely,

Monica Roberts
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Vancouver, Canada
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed November 20, 2013

This place is phenomenal! Every single staff member is friendly and will go out of their way to make your stay pleasurable and have things just the way you like it. From the moment you arrive to the moment you depart you're treated as a royal guest. What we loved most about The Royal is without a doubt the friendliness and genuineness of the staff. We stayed there for only a week and we've become friends with the staff. Other 5 star hotels don't give you the same experience, but this one it almost felt like you become part of "The Royal" family. The staff become your friend and aren't merely there to serve you. It's honestly amazing!

Even though this is an all-inclusive resort I would encourage you to tip. Not that it's expected by the staff, but merely because the service is phenomenal. This really goes for any resort you stay at in Mexico. Make sure to tip. Even if it's only $5.

A sad part is that the hotel is being taken over by the Hyatt. I really hope the staff will be treated with the same respect and that the quality and spirit of service will stay the same.

So what's included in your stay or what amenities are available?
- Huge pool with a swim-up bar. (Cleaned nightly)
- A ton of lazy chairs to chill at the pool side. There are servers coming around to get you drinks, so no need to get up if you don't want to.
- Spa (3 hot tubs, steam room, sauna)
- Gym area
- 7 Restaurants to choose from (there may be more). The food is excellent at each one of them.
** 1 24-hour lounge buffet where you can help yourself to food and drinks
- Free movie rentals.
- Beautiful beach with drinks service on the beach.
- Bar on the beach
- The room service food is excellent and I'd recommend to give it at least a try for one of your meals.
- Shows every night.

You can also use the hotel next door and go to all their bars and restaurants they have. We've done it 1 of the nights.

If you're big into partying I wouldn't recommend this hotel. It's more of a relaxation hotel. If you want you can stay here and head next door to the other hotel which is much more lively.

Room Tip: If you can upgrade to an Oceanview room do it! It's well worth it.
See more room tips
  • Stayed November 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, December 16, 2013
Dear JD _S

Thank you for your detailed review, we are proud and delighted to be your home away from home.

Please rest assured that this transition to Hyatt Zilara Cancun has been a very positive one.
Most importantly we continue with the same staff you have come to love and we are positive you will continue to receive the excellence in service you are accustomed to.

We hope to welcome you back soon.

Sincerely,

Monica Roberts
General Manager
Report response as inappropriate
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Additional Information about Hyatt Zilara Cancun

Address: Kukulkan Km 11.5 Hotel Zone, Cancun 77500, Mexico (Formerly The Royal)
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Romantic Hotel in Cancun
#7 Spa Hotel in Cancun
#8 Family Hotel in Cancun
#10 Luxury Hotel in Cancun
#11 Top resorts Hotel in Cancun
#11 Business Hotel in Cancun
#11 On the Beach Hotel in Cancun
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Hyatt Zilara Cancun 4.5*
Official Description (provided by the hotel):
Welcome to Hyatt Zilara Cancun, an adults-only, all-inclusive resort (min. age 16), formerly THE Royal Cancun. Prominently located on the widest stretch of beach in the heart of Cancun’s Hotel Zone, Hyatt Zilara Cancun is an adults-only, all-suite, all inclusive resort where guests experience traditional Mexican warmth in an intimate yet casual setting.Our resort features spacious suites with breathtaking views of the Caribbean and offers world-class dining, an impressive array of upscale amenities, outstanding service from an attentive and thoughtful staff, and spectacular grounds and facilities.Hyatt Zilara Cancun offers a myriad of activities and conveniences including, sophisticated culinary options at six gourmet restaurants, rejuvenating treatments and services at The Spa– Cancun’s only ocean view spa – wine and spirits tastings, enhanced pool and beach butler service and more. ... more   less 
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Also Known As:
The Royal In Cancun Hotel Cancun
The Royal Hotel Cancun
Royal Hotel Cancun
Royal Cancun Resort

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