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“Great hotel, staff, surroundings, and atmosphere.” 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
San Francisco, California
1 review
“Great hotel, staff, surroundings, and atmosphere.”
5 of 5 stars Reviewed today NEW

We thoroughly enjoyed our stay at Hyatt Zilara.
Our stay was a 9 day vacation for our anniversary and we could not have been happier.
Previous to our arrival my husband had spoken to Marcelo who was instrumental in getting us the room and location in the hotel perfect for our wants/needs (we strived for a quiet and relaxing stay) - our room was great, a swim-up with direct access to the pool over by the spa area.
Additionally the fact that the hotel is an adult hotel makes it so that the general atmosphere is, from our perspective, more relaxed and easy going - plus the free drinks IN the pool is a good plus.

The food was good, and there seemed to be enough variety that we were not bored for a selection even after 9 days.

A special praise should go to Jesus at the restaurant "Spice", we ate there almost every morning and he was always ready with a smile, a joke, and anything we could possible wish for. We still miss our special made omelette and smile from Jesus in the morning.

All in all, my husband and I would go back in a heartbeat and recommend this hotel, its staff, and general atmosphere to all.

Room Tip: Rooms located near the spa seemed to have more peace and quiet.
See more room tips
  • Stayed July 2014, traveled as a couple
    • 4 of 5 stars Location
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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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
Traveler tips help you choose the right room.   Room tips (230)
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English first
Cinque Terre, Italy
1 review
5 of 5 stars Reviewed yesterday NEW

First off, this is an excellent hotel. The rooms are clean, the food is great, the drinks are tasty, the staff are friendly. My family and I had a great time.

There are enough reviews here about what's good about this hotel. I am only writing this review because it seems that staff from this hotel are reading these reviews and I hope to offer them an advice to further improve the hotel.

FIX THE CABANA RESERVATION SYSTEM OR BUY MORE CABANAS, PLEASE!!!

Please don't just leave the same canned response about how you are going to "communicated to the corresponding departments for the appropriate corrective measures to be taken", do something about it.

I have been reading a lot of the reviews before I arrived at the hotel, and I was half hoping things were going to be different, but it was very disappointing to see that many inconsiderate hotel guests were still allowed to hog the cabanas. Each room should only be allowed to occupy one cabana and there should be a time limit (4-5 hours is pretty good) so that everyone a chance to enjoy the facility. Most importantly, if the cabana is left empty for an extend period of time (say over an hour), other guests should be allowed to enjoy it.

Please fix this one flaw. Pretty please, with sugar on top.

  • Stayed June 2014, traveled with family
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 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.
1 review
5 of 5 stars Reviewed yesterday NEW via mobile

Amazing service,waiters Roberto, chuy, patricia and hector were fantastic.
Also David,the entertainer was awesome. Had a really fun time with him. Loved this hotel and will definitely come back just to see this staff again

  • Stayed July 2014
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Piscataway, New Jersey
1 review
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed 2 days ago NEW

Just got back from Hyatt today. I couldn't wait to share just how wonderful this place is.
As many have already stated it is the staff that makes this place special.
I stayed at the Zilara from 7/4-7/9 and it was my 10th time to Cancun.
I have stayed at several places and have finally found a place that I can honestly say is a perfect 10.
I came in contact with 3 employees that stood out and need to be commended on there performance
Escobar, at the romance concierge desk who does everything for you with a smile and professionalism.
Tony in the coffee shop who provides service and makes the simple task of getting a cup of coffee into an unforgettable experience.
And lastly the" GodFather" of the pool and beach Raphael. A day never went by without him doing at least 3 jobs at once. I highly recommend anyone who goes to the Zilara to meet him. You will see how awesome he is.

Here are some things that really impressed us:
The food at Spice is fresh and never the same everyday. They had a different theme every night
The Asian restaurant has a great Hibachi area, you do need a reservation which is made easily.
The rooms are spotless and the view is awesome.
The girls in the spa professionals and do a great job. There prices are fair and they explain everything to you.
The Drink servers on the beach are cut above all the other hotels. They are always available and always have a smile on there faces,
The nightly shows are very good and the staff keeps guests very entertained at the pool area.
They allow smoking only outside the building which is great for all.

I do have one suggestion to management.
Please figure a way to stop inconsiderate guests from holding chairs by the beach and pool.
I suggest they station someone by the pool early in the morning. Around 6AM to see just how many towels are being put down. I saw some people hold 10 chairs and go back to there room.
Maybe give each suite, 2 room number plates to put on chairs to hold there spots.. That would put an end to all of this..

Thanks,
see you again soon

PGR
NYC
.

Room Tip: A higher level floor is much quieter. preferably 6-8
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  • Stayed July 2014, traveled as a couple
    • 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.
Alfonso J, Director General at Hyatt Zilara Cancun, responded to this review, yesterday
Dear pat R,

Thank you very much for choosing Hyatt Zilara Cancun for your well-deserved vacation and for sharing your detailed comments with us.

We are thrilled to read that you truly enjoyed your recent stay, especially the beautiful rooms, gorgeous view, varied and delicious dining options, entertaining evening shows and especially the personalized service provided by our associates.

Thank you very much for appreciate our valued associates dedication, especially Yunuen Escobar, Tony and Raphael. We will assure to share your kind words with every single one of them and I am certain they will be truly proud to know they made your vacation experience truly special.

We are very sorry to know that you felt there was a lack of beach chairs by the pool area and we sincerely appreciate your suggestions in regards to this matter.
Please know that this is already being reviewed by the corresponding department heads for the appropriate follow up and resolution.

Once again thank you for your preference and we are very much looking forward to hosting you again in the near future.

Sincerely,

Alfonso Jarquin
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed 2 days ago NEW via mobile

First time back since the change and it was still a great place to stay. The staff is wonderful as always. Rafael by the pool is the best. Also enjoyed Moses by the pool, Gabriella and Eloisa! Definitely a great place for couples.

Stayed July 2014, traveled as a couple
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alfonso J, Director General at Hyatt Zilara Cancun, responded to this review, yesterday
Dear Debspence,

First of all thank you very much for selecting Hyatt Zilara Cancun once again for your vacation and for sharing your comments with us.

We are truly excited to read you had another wonderful vacation while enjoying the great all inclusive offerings and excellent service provided by our dedicated associates such as Raphael, Moises, Gabriella and Eloisa.

Be assured we will share your kind words with them and I am certain they will be thrilled to know they positively influenced your vacation experience.

Sincerely,

Alfonso Jarquin
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed 2 days ago NEW

Well it has taken my more or less a week to be able to even consider writing a review on this WONDERFUL hotel as I am suffering extreme holiday blues!
Where to even begin.....the hotel as a property is absolutely beautiful and the rooms are faultless with that gorgeous ocean view! The food is amazing, drinks are constantly flowing and all of this is provided by true 5* service! The staff cannot do enough from you, including the bar staff, beach and pool staff, the maids...and especially Escobar who made this trip extremely special!

I will definitely be returning and recommending this hotel to everyone I know! thank you again Hyatt for a truly amazing holiday :D

  • Stayed June 2014, traveled as a couple
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 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.
Alfonso J, Director General at Hyatt Zilara Cancun, responded to this review, yesterday
Dear ashi1990,

First of all we would like to take this opportunity to thank you for choosing Hyatt Zilara Cancun for your recent vacation and for sharing your truly positive review with us.

We are very happy to know you had an amazing stay while enjoying the beautiful facilities, luxurious suites, amazing views, upscale food & beverage offerings and of course excellent service provided by our valued associates.

Thank you very much for taking your time to recognize our associates and especially Yunuen Escobar for their dedication and be assured we will share your motivating words with every single one of them.

Once again, thank you very much for your feedback and we cannot wait to welcome you back during your next vacation.

Sincerely,

Alfonso Jarquin
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Franklin Square, New York
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed 3 days ago NEW

We just returned from our 1 week stay at the Hyatt Zilara as a family of 6 and we had a great time.
The beaches are beautiful and clean, the resort is also kept beautiful and clean. We had a great time at the pool during the day playing aqua volleyball and aerobic exercise with the very nice and fun entertainment people DAVID and EVIAN.
DAVID and EVIAN made our days at the pool fun and enjoyable for our entire family. The evening shows were also great although I wish they would have dancing later in the evening after the shows. It would be nice to burn off some of the food and drinks. Book your reservations for the resaurants as soon as you get there! The restaurants were all great, definately enjoyed the hibachi at Asianna's. Our servers were fun and interacted so it was a great time.
I didn't care for the fact that men needed closed shoes at the resataurants. They made my husband and 2 boys go back to the room and change into shoes after we were already there for our reservation. The funny thing was you could put on a old pair of sneakers but couldn't wear a nice pair of sandal? (for the men only)
I do have to state that I did see them let in certain people (men) with Sandals? But made others change? Not sure why there was a preference to some guests and not to others? One other disappointing thing was that they closed Pelicano's for most of our stay without notice. The only thing you could eat during the day was the buffet and I do not like buffets in general so that was VERY DISAPPOINTED. If the men in our family did not have open shoes we would have had to eat at the buffett for dinner all week? Thats not acceptable when you pay for all inclusive!
The activities were not clear? They had a screen in the elevator with activities but that is all I saw. We missed mostly everything because we didn't know anything was going on? They should give a written list of things happenening when you check in. We were looking forward to the beach party but at the last minute they changed the day and we were leaving the day they changed it to. We like that is is all adults and since my younges is 19 we can really enjoy these types of resorts. They just need to add some more evening activities for adult families and the 20's age group that are not just couples. I don't like just sitting listening to music and drinking. I would prefer to be able to get up and dance and interact and meet other guests and laugh. Maybe evening Salsa lessons or something to get people to interact.
The only other thing was you had to get up real early to get a cabana or even seats by the pool. Its also again WHO YOU KNOW! I was up at 6:30 am everyday and ALL of the cabanas and the chairs in the water were reserved already. People didn't show up to sit until after 10 or 11am if they even showed up at all? so something should be done about that. Over all we had a great time and the staff was friendlty and fun. The rooms are cleaned 2 times a day which is really nice and they do a wonderful job. I did not receive any rose petals though only some chocolates?
Hopefully we will be back!

Room Tip: you have to upgrade if you preferred service
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  • Stayed July 2014, traveled with family
    • 4 of 5 stars Location
    • 5 of 5 stars Cleanliness
    • 4 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.
Alfonso J, Director General at Hyatt Zilara Cancun, responded to this review, 2 days ago
Dear nancy c,

First of all thank you very much for selecting Hyatt Zilara Cancun for your recent family vacation and for sharing your detailed review with us.

We are truly sorry to read about the areas of opportunity you experienced with the dress code not being communicated clearly enough in advanced and that you felt it was not always applied equally, that you felt the activities were not announced sufficiently and not enough activities being available for younger guests, cabanas being reserved by guests very early in the morning as well as Pelicanos being closed a few days during your stay for preventive maintenance.

Please accept our sincerest apologies for these shortcomings and be assured that your feedback has already been communicated to the corresponding departments for the appropriate corrective measures to be taken.

We are however very happy to know that you did not allow for these issues to affect your overall experience with us and you still had an amazing vacation while enjoying the beautiful beach and pool area, well-kept facilities, fun activities and great service provided by our dedicated associates.

Thank you very much for pointing out David and Evian for their dedication and be assured we will share your kind words with them and all our associates. They will most certainly be proud to know they were able to assist in making your stay truly memorable.

Once again, thank you very much for your preference and we sincerely hope you will allow us the honor of welcoming you back during your next vacation.

Sincerely,

Alfonso Jarquin
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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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 On the Beach Hotel in Cancun
#11 Top resorts Hotel in Cancun
#19 Business 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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