My husband and I decided to come back to this resort from 4 years ago as The Royal was the bar we had set our later trips against in terms of service, food (we like unlimited choices and no reservations) and vacation destinations. We only go to adults only resorts 4 stars or better so our choices are more limited but we find it worth the money to get the vacation we seek. We had booked through Air Canada Vacations (another review on these changes) back in May so we were counting down the days to our trip at the end of November. Our vacation was from November 28 to December 5, 2013.
There was an ownership change effective November 15th however, we were not notified of this from any parties involved. Had I not been reviewing TripAdvisor I would have never known to go to Real Resorts Facebook page to hear about the announcement. I was worried that what we paid for and our expectations would not be met but according to Hyatt's website no changes would be made and slight changes will be made to improve their food and beverage area. It still would have been appreciated to be informed.
We arrived without incident and was met with a glass of champagne while we waited to be checked in. It appeared that there were fewer people to check in so we had to wait a few minutes so luckily we were the only ones waiting. We were never offered a cold refreshing towel despite them sitting right next to the check in desk, nor were we offered an upgrade. The gentleman was not super friendly or smiling but wasn't rude either, just appeared indifferent which was surprising. Our room was ready (just after 1:30pm) so we preceded to head to the 3rd floor room 309. Great view and the addition of the reading chair and ottoman was a nice touch. The first thing I noticed was the changes in the amenities (which was a good change) however, there was a puddle of water next to the toilet which was disconcerting. Maintenance came quickly once we called and they wiped it up and claimed the toilet wasn't leaking so I'm not sure where the "water" came from and why it wasn't cleaned prior to our check in. Since we arrived around lunchtime, we decided to head to one of our favourite restaurants Pelicanos for a bite to eat.
We were greeted politely and led to our table and our server came and took our drinks order. Again we were kind of surprised by the lack of enthusiasm and friendliness we were used to. It was an incredibly windy day but after being stuck on a plane and going through customs and the transport, we welcomed the breeze. We first noticed that the menu had drastically changed and I was sorely disappointed. The choices we had were very limited and seafood seemed to all but disappear off the menu. Our waiter never returned to ask how our meal was or refill our drink order. Despite this, we still left a tip when and no one bothered to say goodbye or thank you as we passed. Not a great start.
The only restaurants that require reservations is the hibachi grill for the teppanyaki show at Asiana and Marie Marie so we quickly got that done as they book up fairly quickly and we don't enjoy eating dinner as late as 10pm.
One of the good things about this hotel is that all rooms have ocean views. I was looking forward to sitting out on the balcony in the hammock with my book listening to the waves. All I heard was this loud humming noise (from an a/c unit?) that nearly blocked out the sounds of the ocean. I was hoping this wasn't something that was going to run for 24hrs...sadly, it did and I could not sleep that evening even with the doors closed.
Since we were not excited about the menu at Pelicanos, we decided to try our hand at Spice for dinner buffet. When we arrived there was no greeter. We stood around for over 5 minutes despite countless staff seeing us standing there and yet no one bothered to offer any assistance. Finally the greeter arrived from outside the restaurant without apology and seated us. The dinner buffet menu was severely lacking in choice and flavour however, I will say that our server (Umberto?) was very friendly and attentive.
We came back to our room with turn down service but they've changed the chocolates to one Hershey's kiss and the aromatherapy scent was weak and we didn't smell anything. My request for pillow menu was granted however, the 3rd pillow I didn't get which I inadvertently found when I looked in the magic box. They've also limited the tv channels and most were Spanish speaking so it was an early night for us both.
I could not sleep as all I heard was the humming noise from outside so around 4am I got out of bed to head downstairs to see if we could get a different room. I spoke to the Manager on Duty and he offered me a room on the ground floor of the new wing which was extremely tiny and claustrophobic and lacked the multiple jets in the shower however, he did warn me that there is construction next door but only during the day which was not appealing either. My other option was a room on the 2nd floor on the other end near the spa however, it was 2 double beds and not a king. The offer for any other rooms in a different "room category" was significantly higher and ridiculous so I kept my existing room. The hotel was not booked to capacity at all so I find it strange that my choices were so limited.
Breakfast at Spice was also disappointing and I'm not a juice person but my husband did say that the orange juice was not real, yet another change which was not for the better. Furthermore, we ordered 2 mimosas which never arrived. There were plenty of lounges and chairs available around the pool and on the beach which can attest to the lack of guests in the hotel as previous years, you were hard pressed to find a free spot anywhere near the pool or on the beach. We sat on the beach and were approached by the hotel preacher who asked us about our visit and was trying to get us to upgrade to the surf and turf beach dinner that evening. No thanks, I saw the pics of the "lobster" dinner and $50 USD was not worth the extra money for a small piece of fish. Especially since I've been to Secrets in Montego Bay and they have a surf and turf buffet night at no extra charge for all you can eat!
We went to the Royal Coffee House and we enjoyed the different Frappacinos offered and the fruit smoothies were delicious but the service was again lacking the enthusiasm we're used to. We tipped and yet it didn't appear to be appreciated.
That morning the "24hr Lounge" was under construction so was completely closed off. No prior notice was given. We found that during our previous visit there was a lot more staff always smiling, working and service repairs were very unobtrusive however, this time around all we saw were tradesmen working, ladders, paint and all sorts everywhere and major renovations weren't going to be completed until next year!
Lunch at Asiana (another of our favourite restaurants) also had a change in menu and again, we were disappointed. They also lacked the amount of servers to accommodate the lunch crowd so service was slow. I love dessert and this was the second restaurant that never even offered me a menu. We also ordered another appetizer which was recommended by the server and it never showed up!
We went back to our room and incredibly unsatisfied, contacted Air Canada and requested to switch hotels. We agreed to pay the extra surcharge to salvage the rest of our trip from any more disappointments. Luckily we were able to switch to a comparable hotel at our own expense for transport and they agreed to take us that day rather than waiting until the next day as I did not want to spend another minute at Hyatt if I didn't have to.
We checked out less than 24hrs of arriving. It was a hard decision as we're not the kind of people to complain and never switched hotels in the middle of a trip before. The same person who checked us out didn't recognize that he was the one that checked us in less than 24hrs ago and appeared shocked that we were leaving. I did have the opportunity to leave my comments which I did so.
We went to Secrets The Vine and what a difference that was and extremely happy that we made the switch. Hyatt Zilara Cancun did send my husband a survey about our recent experience and I spent some time completing this out on the balcony listening to the waves from our ocean view. We received a response from the General Manager "bewildered" by our comments. We mentioned that our first impression of the Hyatt brand left us with a sour taste and would not be jumping at the chance to stay in their hotels. Hyatt's only other response was that they hoped we would give them another chance to "experience the true warmth of service that Hyatt Zilara Cancun is known for." What a joke! The Front Desk Manager and the Food and Beverage Manager or whoever decided to make the drastic changes to the menu and staff changes or training needs to be addressed as it appears I'm not the only one noting that Hyatt Zilara Cancun is not 5 star worthy as The Royal.
If you're thinking about staying here, DON'T! Be warned if you think that Hyatt is the same quality as The Royal...it's not. There are plenty of other choices that would be more suitable and worth the money. I noticed that the rating of this hotel dropped from 7th to 18th in only a week. Clearly I'm not the only one disappointed. I haven't hesitated to tell everyone about my experience here in comparison to the rest of our vacation at Secrets...night and day difference.
Rooms in the new wing are smaller and lack the extra jets in the shower. All rooms have ocean view h...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.