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“Excellent except for management issue” 4 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 #6 of 174 Hotels in Cancun
Chicago, Illinois
2 reviews
4 helpful votes 4 helpful votes
“Excellent except for management issue”
4 of 5 stars Reviewed 2 days ago NEW

The Hyatt Zilara is a beautiful’ resort, the service is excellent and the staff is very friendly and helpful.
The check-in staff was very nice but not so helpful. She made reservations for us for a week in the Chef's table
and not told us that Maria Mari and Chefs Plate will be closed during our stay.
Serious failure of Management, two favorite places to eat closed at the same time.
But we never went hungry. Excellent service and the food we had was delicious, enough choices to make everyone happy.
I’m a whiskey - cognac drinker. Good choice Martell VSOP, Courvoisier VSOP and sometimes Privilege, definitely not watered down.
Pools and Beach fantastic. The service outside was excellent!
The room was very nice as well (#732 Corner Ocean front Suite). The beds were too soft for my taste.
On a negative note, we complained 2x early (1am-4am) on that it sounded like the people above us kept moving furniture around in their room,
this could really be annoying!!!!
The entertainment crews were awesome, nightly shows, all in all we had mostly-positive experiences.
In my opinion the Royal was better than the Hyatt Zilara, the food used to be better.
Maybe this place will be five stars someday, but it's not now.
Would I recommend it - sure, with a few ifs

  • Stayed October 2014, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Sleep Quality
    • 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.
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941 reviews from our community

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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
Traveler tips help you choose the right room.   Room tips (332)
Date | Rating
  • Chinese (Simplified) first
  • English first
  • French first
  • German first
  • Hebrew first
  • Japanese first
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English first
Courtice, Canada
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed 2 days ago NEW

We just had the most wonderfull 7 days vacation at this hotel. What makes this place so special is the courteous and friendly staff. Everything they did made us feel like royalty. Thanks to Jesus, Eduardo, Daniel, Guadalupe and many others for the great service we recieved. We ate mostly at the Asiana and Spice restaurants where the food and selection was superb.

We had the swim up suite with a balcony which we very much enjoyed. House keeping was excellent and turning down the bed for us every night was a nice touch.

The Beach was nice, but the sea a bit rough this time of year.

We will definitely return

  • Stayed October 2014, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Rooms
    • 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 2 days ago NEW via mobile

My first time in Mexico was wonderful at this hotel. The service was excellent, starting with Fabian in the spice restaurant who was attentive to us during breakfast, Noe at the Mexican restaurant, Anna and the rest of the staff at the spa. I learned blackjack with David. It was great.

  • Stayed October 2014
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 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.
1 review
5 of 5 stars Reviewed 2 days ago NEW via mobile

Love my stay @ Hyatt Zilara felt like a queen this vacation. The facility is immaculate. Thank you to staff that made this first trip to Cancun memorable. When you visit make sure you encounter Fabian (Spice restaurant), David (Entertainment Dept), Rosalia & Carmen (Spa), Astrid & Amenth (Guest service)

  • Stayed October 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed 3 days ago NEW via mobile

Had the most wonderful 10 days at this hotel. Our room was lovely , the maid service was always excellent. All the staff were so friendly , nothing was too much trouble. We must give a special mention to Julio at pelicanos , he greeted us everyday by name at breakfast & lunch. The lunchtime staff at pelicanos always went the extra mile , fixing us up with dishes that weren't even on the menu . Thank you Victor , Sergio and all the others . The bar staff are all very efficient , especially Frankie who didn't stop running. We would definitely return to this hotel , it's the staff that make it so good.

Stayed October 2014, traveled with friends
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed 3 days ago NEW

We stayed for 4 nights on our honeymoon.
It was wonderful, beautiful pool, lovely rooms and excellent service.

We only ate at pelicanos and at spice buffet.

Pelicanos we felt while the view and setting is amazing, the food was a bit poor on both occasions we were there. First time we ordered steak and both of us received a very poor cut, full of fat and grissle and overcooked Veges. The second time we ordered tacos which were just a bit tasteless.

From then on we ate at Spice and there food was so delicious each and every time we didn't want to go anywhere else. Each night they change the menu too which is great.

We also had massages and while the experience was nice, they need to work on their technique a bit.

We would happily come back.

Stayed October 2014, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York
2 reviews
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed 4 days ago NEW

My husband and I cannot say enough about this Hotel it was spectacular! From the moment we arrived from the gentleman that took our baggage to our Concierge Escobar for putting my husband and I in the most beautiful ocean front jr. suite. The room was quite spacious and fantastic view of the most exquisite ocean and pool. The bathroom had the most wonderful rain shower. The shows at night were amazing! Thank you Rapheal our pool Concierge for taking such wonderful care of us! There was another wonderful person but we didn't get his name he served popsicles so thank you too as well. The food especially wonderful and plentiful with amazing chefs and servers. Please let us not forget all of the bartenders and servers Nava, Uriel, Sam, Daisy, Reyes, Guadeloupe, Paco, and so many others that we might not have gotten there names. A special shout out to Roberto our waiter at Spice!! I miss you my friend! And how could we not forget Omar Sharif at Pelicanos! Eating at the Chefs Table was not only delicious but fun because we met so many nice people. The waiter Porfirio was so eleguent and spoke all of the languages of everyone at our table. Our Chef Galdino was magnificent!! We didn't get our waiter or chefs name at Asia but bravo great food and fantastic experience!! I cannot say enough about the spa where Marianna gave me an amazing massage and one of the best facials I have ever had. Alberto at guest services was so concerned at where we going and that we were safe thank you for that. To all of our servers and bartenders that we might not have mentioned thank you for the most wonderful time. We absolutely cannot wait to get back to all of you!

It was like a dream! Thank you all for such a wonderful vacation!! See you all soon I hope... Till then to all of our new friends see you soon.

Be well and take care.

Denise and Joepy VDB

Room Tip: We stayed on the 6th floor and had wonderful views!
See more room tips
  • Stayed September 2014, traveled as a couple
    • 5 of 5 stars Value
    • 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.
Alfonso J, Director General at Hyatt Zilara Cancun, responded to this review, 3 days ago
Dear Denise and Joepy VDB,

It was an honor to have you as your guests during your recent vacation at Hyatt Zilara Cancun and we thank you for sharing your wonderful experience with us.

We are very happy to know had your Dream vacation, while enjoying the beautiful room with luxurious amenities, delicious food, entertaining shows and especially the wonderful service provided by our associates.

We appreciate you recognizing so many of our valued associates by name and be assured we will share your kind words with every single one of them. They will most certainly be proud to know they were able to positively influence your experience.

Thank you once again for your detailed comments and we cannot wait to welcome you back 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.
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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:
#4 Spa Hotel in Cancun
#5 Romantic Hotel in Cancun
#6 On the Beach Hotel in Cancun
#6 Luxury Hotel in Cancun
#6 Top resorts 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 
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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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