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“10 Days at the resort. Four days as The Royal, 6 days as Hyatt Zilara.” 3 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 #3 of 179 Hotels in Cancun
tewksbury, ma
Senior Contributor
26 reviews 26 reviews
9 hotel reviews
Reviews in 11 cities Reviews in 11 cities
29 helpful votes 29 helpful votes
“10 Days at the resort. Four days as The Royal, 6 days as Hyatt Zilara.”
3 of 5 stars Reviewed December 10, 2013

This will be a long review. I wanted to give you our experience during the switch. Also to talk about the construction that has started.

Stayed at The Royal / Hyatt right in the middle of the transition. We knew weeks before our arrival that the Hyatt switch was happening during our stay.

In the past we've stayed at The Royal Playa del Carmen, 3 times. Decided to try Cancun for our 20th anniversary.

Check-in / first impressions:
First day with check-in was great! We stayed in a Presidential Suite, checked in on-line. Arrived at the resort and was immediately given champagne and escorted to our concierge Jessica. She was amazing, took care of any reservations we needed: romantic beach dinner, massages in our room, dinner reservations. Unfortunately she wasn't around after the switch and no one staffed the concierge desk. No problems with timeshare the whole trip!
The staff was amazing the whole stay: bar staff, pool staff, restaurant staff. Amazing location, on the beach, lots on walking on the beach.

House keeping:
Our rooms was kept up nice, but no towel animals. My wife was disappointed. The turndown service was nice, but left Hershey kisses on our pillows. Was expecting some nice mexican chocolate. Tip: If you want to use your spa tub, fill it with hot water, run the jets, add some shower gel... and then drain. Use the next day after housekeeping cleans the tub. A lot of people complain about brown scum coming from the jets, this way it'll clean our the jets.

Restaurants:
Pelicanos (The Royal): Loved it for lunch. Great burgers, taco station, soup.
Pelicanos (Hyatt): Menu changed to mexican, liked The Royal menu better. Missed the taco station.

Spice (The Royal): went here for breakfast most mornings and a few lunches. A lot of choices. Great made to order omelets. Real orange juice.
Spice (Hyatt): still had the omelets, but reduced the number of other items offered. The food display changed too, fruit is now in large bowls was displayed nicer before. One huge disappointment in the powdered orange stuff they call orange juice. No butter around for toast, strange!

The Royal Coffee House: went here every morning. Changed a little with Hyatt, I think the Hyatt actually improved it.

Asiana: went here for dinner one night, teppanyaki one night and lunch twice. Didn't seem to change too much while there. The sushi wasn't good at all.

Chef's Plate: went one night, wasn't too impressed. Expecting something "special".

Maria Marie: went one night for dinner while it was The Royal. Had a great dinner. Didn't go back after the switch because so many people staying at the resort was saying it wasn't good as an italian menu.

Tapas: wasn't impressed with this place either.

In general throughout our stay: anything deep fried wasn't good, seemed very oily.


Construction:
I haven't seen too many people talking about this. They were painting the exterior of the rooms facing the pool. This was a source of entertainment, some workers not wearing harnesses while hanging over the railings or standing on the railings! On the 8th floor there was a lot of construction going on. Installing fire sprinkler system on the hallway and renovated rooms. The construction didn't impact us because it was mostly 9am-5pm. Except one problem that lasted 3-4 days: before the workers left they varnished / polyurethane the woodwork. When we got back to out room at 5pm the room was filled with fumes. We complained many times and gave us an air purifier. Wasn't too happy about this!! I told my travel agent about it when we returned, they had no knowledge of any construction. I would think it's going to make it's way down from the 8th floor and will impact more guest: dust, noise, and strong fumes.

For the price we paid for 10 days I guess we expected better food. Also staying in a construction zone wasn't fun either.

I don't regret going, we always have a great time regardless where we go. Don't think I would return unless they greatly improve the food and wait until the construction is done.

  • Stayed November 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 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 13, 2013
Dear Dennish124:

First of all, thank you for taking the time to write such a detailed review of your stay. Your review is vital for improving the detailed service and experience we wish to offer our guests.

I am pleased to know you found our staff to be of great service and the accommodations and the majority of our dining options to be to your liking. We apologize for the shortfalls you have encountered. As part of the transition of becoming a Hyatt Zilara resort, we have big plans to enhance the all inclusive experience, including a significant investment in Food & Beverage. There will be changes and fine-tuning made over the coming months as we use guest feedback to improve all of our offerings, including Food & Beverage.

It is always hugely motivating when guests take the time and trouble to acknowledge or give points for improvement. We hope to get the opportunity of welcoming you back in the future. Thank you once again for your valuable comments, and if you might have any suggestions that will contribute to enhancing your stay, please do not hesitate to contact us.
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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
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
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Radville
Contributor
11 reviews 11 reviews
9 hotel reviews
Reviews in 6 cities Reviews in 6 cities
7 helpful votes 7 helpful votes
3 of 5 stars Reviewed December 9, 2013

We have stayed at this resort before and been totally blown away by the attention to detail shown in all aspects of our stay. Our stay in the last week of November could not even be compared to our previous visit.
Most of the disappointment comes from the rather lackluster presentation of one of the most crucial aspects of an all inclusive resort and that is the food service. Menus have been reduced, variety is affected by this move. Food is often served lukewarm at best. Buffets rarely change and become monotonous. With the exception of Asiana which we still loved for not changing, the other restaurants need some serious regrouping and must pay more attention to the requests of their respective patrons.
We will return in the future because we love the resort for the staff that still work tirelessly often under some adverse conditions to make us feel very welcome. I'm sure the owners will take the time to address these concerns and rectify problems.

Room Tip: Worth the little extra to upgrade to an ocean front room on higher floors to escape noise, but this...
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  • Stayed November 2013, traveled as a couple
    • 3 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 13, 2013
Dear RWcanada:

Thank you for taking the time to review your stay at Hyatt Zilara Cancun. We value your feedback as we transition the resort to new management and brand. As a result of the resort’s transition on November 15, you certainly experienced some of the immediate changes that were made. I assure you that the feedback will be reviewed by management and most certainly forwarded to our Food & Beverage department. We are excited about our plans to enhance the food & beverage experience and provided high quality and enhanced options to suit every taste. As we fine-tune our offerings over the next months we will use guest feedback, such as yours, to improve all of our offerings. In the end, we are sorry we did not meet exceed your expectations as we strive to do, but we thank you for giving us a second opportunity to provide you with a perfect stay!
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Hamilton, Canada
1 review
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed December 9, 2013

This was our 3rd visit back to The Royal (now Hyatt) and it will now be our last. The service was still great and the drinks were great but so much changed from the same time last year. We were told it started to chance when the Hyatt took over. We just could not figure out if the Hyatt thinks these are good changes or if it is a transition to cut costs before the real re-branding. All of the restaurants have changed as other people have noted. Marie Marie was a great restaurant that served great steak, salads, lambs etc and now is an Italian Restaurant without the Italian Food. The Asian had terrible food now but was also great last year. Tapas - was terrible and we were told we had to finish our plate before a new one came out. Tang was used as the OJ. We were also able to use the property next door last year but that stopped and we were not able to eat there. Getting reservations were also brutal - even though the restaurants were empty. Oh yeah - for those that got a great sleep with the mattress and pillows - that also changed. Our bed was rock hard.

Room Tip: Top floor above the spa
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  • Stayed December 2013, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 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 13, 2013
Dear MT M:

Thank you for taking the time to leave us a candid review of your recent stay. Feedback like yours enables us to target problem areas and take the necessary actions to ensure we correct the flaws.

Rest assured, our food & beverage team is reading this as they are in the process of improving on offerings all guests will enjoy. Please know, we have big plans in store for all of our resort offerings and we will be implementing changes throughout the next months. On behalf of Hyatt Zilara Cancun, thank you for staying with us and taking the time to give feedback. We do hope you give us a second chance; we would love to personally assist in making your stay a perfect one
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Bishops Stortford, United Kingdom
Senior Contributor
22 reviews 22 reviews
12 hotel reviews
Reviews in 13 cities Reviews in 13 cities
18 helpful votes 18 helpful votes
3 of 5 stars Reviewed December 9, 2013

We had four nights at The Royal and were confused when we arrived as it had been taken over by Hyatt and we were not informed of this.
Unfortunately, the room we had booked and paid for was not available and we were encouraged to switch our booking to a sister hotel.
After standing my ground they eventually (2 hours after starting the check in process gave us an upgraded suite at no extra charge.
The suite was super but was let down by the fact that it had a shared pool which looked great but was not heated. This meant that we hardly used it as the main pool which was much warmer was only a few yards further away.
We ate at Marie Marie, Asiana and Spice and all meals were decent though none spectacularly so.
We are not big drinkers but the premium brand products included in the all inclusive is a nice touch.
Staff were all excellent though the way our check in was handled did mean that we had a bitter taste in our mouths for the remaining time there.
It seems that numerous people who had booked basic suites were all being encouraged to pay for an upgrade and perhaps I am cynical in believing that this was a ploy to get more money as, with all inclusives, there are hardly any other ways the hotel can get more money out of its customers.
If we had not had this problem I would have given 4 and a half stars.

  • Stayed November 2013, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 4
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 13, 2013
Dear garyswhelen:

First and foremost, we apologize for the inconveniences you experienced at check-in. Indeed, the Royal Cancun transitioned to Hyatt Zilara Cancun on November 15 and although communications were made by the hotel and the prior management to notify all guests of the change, not all guests received this. As a result of this transition, guests will be seeing several aspects of the guest experience change in the coming months, especially in food & beverage. Reviews like yours help us tweak and perfect the offerings based on what guests want. In spite of your less than perfect experience, we are pleased to see our associates provided great service. Thank you so much for acknowledging them, we pride ourselves on providing Hyatt’s authentic hospitality, service and care to all of our guests. We do hope you come back to experience Hyatt Zilara Cancun so we may provide you with a stay that exceeds your expectations.
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Chapel Hill, North Carolina
Contributor
16 reviews 16 reviews
16 hotel reviews
Reviews in 7 cities Reviews in 7 cities
78 helpful votes 78 helpful votes
3 of 5 stars Reviewed December 8, 2013

My wife and I just stayed at the Hyatt Zilara (formerly The Royal) for the 2nd time, having stayed here 2-3 years ago. This was part of a split trip that also included Sun Palace, which I've also reviewed.

The resort is visually stunning, including the main lobby, the pool area, and the 180-degree ocean views from the rooms. The rooms themselves are also great, including having a hot tub. Given that views from room and quality of pool and beach areas are the two most important criteria for us, this resort is already a long way toward getting a high rating.

However, the food came up way short a lot of the time. We ate at Marie Marie once, ordering 6 different items across all the courses, all of which were mediocre. We had a reservation for it another night but passed given that experience. The Spice buffet had limited selection compared to our previous visit and the food was generally lukewarm. A couple of telling examples. At breakfast Spice serves Tang (or a Tang-like drink) instead of actual orange juice. I had read this in recent reviews but had trouble believing it was true; it is. Staff said this changed when Hyatt took over. We went to the tapas restaurant and were brought fruitless sangria that was almost certainly made from the same base, so we named it "Tangria." I don't think the Marie Marie Italian restaurant included either any kind of green salad or any standard Italian fare (lasagna, parmigiana, marsala, primavera). By contrast, Pelicanos (now a Mexican menu) and the Asiana show cooking were good. Overall, the food was simply far from the standard of a resort promoting itself as high-end, even allowing for the fact that I don't think you should have high expectations at an AI.

Ultimately, our rating reflects this dramatic uneveness in aspects of the resort. We really enjoyed our time there and it's hard to beat the sweeping view from your balcony, but it could be much better.

  • Stayed December 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 10
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 13, 2013
Dear krupina:

Thank you very much for taking the time to provide a review of your stay. Listening to our guests, taking their comments and feedback and implementing change is something we pride ourselves with at Hyatt. Doing this with our food & beverage is something we are passionate about and do at our hotels throughout the world. Indeed, as we are one month into our brand transition, your feedback is valuable and it is getting routed to our team. On behalf of Hyatt Zilara Cancun, thank you for staying with us and taking the time to give feedback. We do hope you come visit us again to enjoy sweeping views and to experience the enhanced offerings throughout our food & beverage options
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Bowmanville, Canada
2 reviews
Reviews in 2 cities Reviews in 2 cities
27 helpful votes 27 helpful votes
1 of 5 stars Reviewed December 8, 2013

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.

Room Tip: 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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  • Stayed November 2013, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 15
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 13, 2013
Dear Autumn TH:

On behalf of Hyatt Zilara Cancun, thank you for taking the time to write such a detailed review. While we are delighted to read your overall experience with our associates and accommodations were pleasing, we are sorry that your stay did not meet your expectations. Listening to our guests, taking their comments and feedback and implementing change is something we pride ourselves with at Hyatt. As we are just about one month old as Hyatt Zilara, reviews like yours – from loyal past guests - are vital to helping us perfect and enhance our all inclusive experience. As part of this transition, prior hotel ratings of the old brand were wiped from this page, hence creating the appearance of a large rating drop. We are passionate about our F&B philosophy, are we are constantly listening to our guests, and responding to their dining needs and wants through the many options we make available at our hotel. We do hope you give us a second chance in the future and thank you again for your feedback.
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Brisbane, Australia
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
6 helpful votes 6 helpful votes
3 of 5 stars Reviewed December 8, 2013

This was our first time to cancun and an all inclusive resort and we stayed here on recommendation from a friend. It is very obvious the hotel is struggling with the transition from the royal to the Hyatt. We gave some strong feedback when we left but I agree with other travellers that the main good points are: location is good, staff are friendly, rooms are huge, quality of drink service is great, beach and pool amenities are amazing. The bad points: food quality is very poor of a 4.5 star, mini bar food is poor, restaurants don't expect an array of seafood or even a good selection of quality food, no butter on toast station, orange juice was gross, no cocktail menu (which I often prefer to try something new), no free airport shuttle or even local shuttles, pool was cold (but it was winter I guess), housekeeping staff didn't replace the little amenities like cotton buds/face wipe pads even after I requested this several times... This may sound precious but we had been travelling for a month prior to this so I didn't have any of my own left! my only last but most standout complaint with this was the wine - the house wine is utterly horrible and the only one available when included in the standard all inclusive package. I guess your solution to this is to just drink tequila all day... Which we did! IF you are staying here, I would most recommend that you spend one meal over at Maria's restaurant at the hotel next door which is included in your all inclusive package - definitely try the Mexican coffee!

Room Tip: We had a great room on level 7 - pay the extra to get a junior suite... It's well worth the view...
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  • Stayed December 2013, traveled as a couple
    • 4 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 4
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 13, 2013
Dear ElisaandBenH:

Thank you for your review and being so detailed in the good, the bad and the opportunities to improve. Rest assured, our food & beverage team is reading this as they are in the process of improving on offerings all guests will enjoy. Please know, we have big plans in store for all of our resort offerings and we will be implementing changes throughout the next months. As a result of our transition to Hyatt Zilara Cancun, this is one of the areas of the guest experience that will be in evolution in the coming months. We are happy to receive this feedback, as it will help us perfect the offerings. Please know, Hyatt prides itself on an exceptional food & beverage philosophy throughout the world and we are committed to bringing that experience to Hyatt Zilara Cancun. Please accept our apologies for the shortcomings you have experienced during your stay. We are continually reviewing the products and service we provide; therefore guest feedback is very important to us.
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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 Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Top resorts Hotel in Cancun
#3 Luxury Hotel in Cancun
#3 On the Beach Hotel in Cancun
#5 Romantic Hotel in Cancun
#8 Family Hotel in Cancun
#19 Business Hotel in Cancun
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Hyatt Zilara Cancun 4.5*
Number of rooms: 307
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 
Reservation Options:
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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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