I have written quite a few TA reviews now, but this one has got to be the hardest. It has taken me over a week to write this so I hope the content will be appreciated but mostly helpful to at least a few people.
As a couple we have previously stayed at the royal in 2009, we loved it so much we decided to get married there.
So we returned in 2013 for our wedding site inspection.
During the 2nd visit we met up with the wedding co-ordinator, Patty Ulloa. After 3 long years of email communication we came to know her a little & what a lovely, kind, honest person she is.
Whenever we had any concerns she would put them at ease right away with her professional and calm approach to the situation, especially when discussing the rebranding.
This visit to the Hyatt Zilara was for our destination wedding. We checked-in on 17th November and checked-out 1st December , we had a total of 15 guests staying at the Hyatt, 7 staying at the Gran Caribe & 6 staying in another hotel at the other end of the strip.
Everyone had such a great time and I'm sure would have drunk the bar dry if we were allowed to party on past 10pm. There are however a few points I want to cover on the DJ.
The DJ, which the hotel provided, made no efforts to congratulate us or even attempt to get involved with any of his audience. We were contacted months before the wedding to discuss playlists etc. We provided a 3 hour long playlist therefore all he had to do was play the songs we had chosen in the best order and mix them. We also provided a do not play list which included all the normal party cheese such as Abba and the Grease medley.
For whatever reason he decided not only to play about 3 or 4 songs that were on the do not play list but also replayed about 3 different songs. I'm also sure I heard one particular song played 3 times. This meant that one of my favourite songs that I had chosen was not played, I was very annoyed!
The DJ was very good, in fact I would say excellent, when it come to lighting and mixing and everyone including ourselves had a fantastic time. However this does not excuse the issues mentioned above. Everyone of the staff received a tip that evening with exception to the DJ.
The wait staff at the reception were fantastic as they always are.
Now my review on the Hyatt Zilara
Appearance upon approach:
Viewing from the road the hotel remains exactly the same in my opinion, excellent.
The stunning views and sheer grandness of the lobby never ceases to wow me, I think all our guests were impressed right away.
Since there were 12 of us checking into 6 rooms I thought there would have been some preparations made prior to our arrival to make our checking in process run smooth. Instead it was a little chaotic. I could see a table full with glasses and bottles of room temp water, we wasn't offered anything to drink for at least 10 mins so I finally served myself. No sign of any champagne/ cocktails or cold towels.
Having said that I did find the staff to conduct themselves much more professionally than in the past. There were no tactics used for up selling on anyone in our party, they were politely asked if they wanted to upgrade but that's all. There was also no one being led over to the guest services desk for time share tactics (we have had this in the past) so a thumbs up there.
As we had booked a wedding package before the hotel was rebranded we were entitled to a room upgrade. We had previously requested we be placed in the newly converted annex as this was close to the wedding gazebo & Gran Caribe. The hotel listened and granted our request.
Our room was 118. In my opinion it is better in some ways than the junior suites located in the main hotel but then lacking in other areas.
I much prefer the location being so close to the beach and not having to take a lift back to the room.
No body jets in the shower as you would usually get in a standard room
Standard room layout is more convenient
We also noticed a few maintenance issues during our stay, such as;
•1 of 2 air con units noisy
•The same air con unit smelt really bad when in use
•close to wedding events on the beach and gran caribe patio (it can be noisy if you are looking for an early night)
•Bad drainage in one of the sinks
If it rained in the night water would gush out of the outlet above the patio doors right onto the window seal. This noise was so loud it kept waking us up. I ended up placing a towel over the window seal to stop the tapping noise.
We were on holiday and could just about be bothered to apply sun cream each day let alone dealing with maintenance, so we just put up with it all.
I am sure if we had raised these issues they would have been resolved promptly, as we did call maintenance on one other issue and they were there in 5 minutes.
Having said all of this, the room was still as amazing and luxurious as we remembered and there's something about hearing the roar of the ocean from your room that I find magical each time I hear it.
The changes that have been made can be seen immediately! In my opinion I think the food has dramatically improved.
For breakfast there are a lot more healthier choices some specially catering to the Asian guests.
The waffles etc are no longer made to order but still very nice.
Lunch time offerings are much improved with a varied choice daily.
I love the Mexican sauces and salsas always on offer....next to them are recipe cards, a nice touch.
I believe the sushi is a new addition, I thought it was very nice whereas others in my party disagreed and went as far to say it wasn't sushi at all (bit extreme).
The menu has been completely changed with a lot more thai influence.
We personally loved the ribs and salmon teriyaki, however the curry's and prawn tempura need some modifications.
I found the food offerings on the tepenyaki table was greatly improved but the show itself was less impressive.
I also noticed a few cocktails only listed on the Asiana menu, I like this as it makes the visit a bit more unique when you are able to try things you can't get any where else in the resort.
This restaurant is now serving Mexican food instead of French fusion as we had on our last visit.
I had enjoyed the majority of dishes this time around but nothing particularly sticks in my mind as being outstanding. I have to admit I do prefer the previous menu before the changes were made. The pre dinner bread, palate cleansers, olives and tables cloths were all sorely missed.
I also found the dessert selection lacking, so much so I didn't choose anything....that's a rare occurrence.
My partner disagrees with me entirely here and quite prefers all the changes and said some of her meals were outstanding. So there you go, I guess it's a matter of opinion and taste.
On the up side there is a Mexican band which now perform each night, they were very good. Playing some classical folk songs as well as songs we would all know.
We tried this once on our first visit in 09 and hated it. It was truly an evening wasted, we vowed never to return and we haven't.
Our family however went against our advice and had a meal there, they said it was awful - Can't say I didn't warn them.
Perhaps it's worth changing the tapas to an Italian restaurant? Tapas is so hard to get right....Italian is so easy.
From all the reviews on this place I have read (that's a lot) I haven't come across a single one where someone has raved about this place. Maybe one or two people have said 'meh it's ok' but that's it.
We never have tried this so cannot comment.
I cannot explain how much better the food offerings are.
All the cakes, sweet breads and wraps are so nice and can be boxed to take away. The food changes depending on the time of day.
I am really into my tea/coffee and only use the best leaves/ beans available to me.....Please don't brand me as a snob it's just my thing
So i will try not to go on a rant here....but the tea and coffee selection in this coffee shop is appalling.
•Tea should be leaf tea not dust in a bag
•Coffee beans should be freshly roasted, within a month before use, and ground to order. The coffee machine which produces a mud like substance should be thrown in the bin.
Nespresso is on offer but you have to specifically ask for this each time.
This is Mexico after all and they produce some of the best coffee in the world. Showcase what your country has to offer!!!
We have never been interested in hotel entertainment as we always found it so boring. Even on past visits to the royal the entertainment was carried out by the same people almost every night and the performance wasn't varied.
What a difference this time around!
The shows put on were something I could actually watch and get into, they were more like acrobatics and dancing combined.
Our grandad was with us on the trip (he's 81) he has seen a great deal of shows in London's west end, including Cats with Elaine Page (many moons ago mind), he described these shows as magnificent. That word isn't used lightly trust me.
On the subject of grandad, he and nan (Tony and Kay) also loved the singers which come on after the shows each evening. It would appear they become something of celebrities amongst many other guests from around the world who admired their passion for dancing. They put on a show each evening and the people loved them.
Shame it was over so early at 10pm
The staff here are what make the resort so special to me, without them this place would not be where it is today.
For comparison purposes;
The day after we arrived home from the Hyatt we had afternoon tea at The Ritz in London. We received fantastic service at the ritz but I felt the Hyatt provided the same level of service however it was much more personable.
There are so many good employees but here are our favourites
Jared - spice
Fabian - spice
Jesus - spice
Frankye - beach bar
Juan - beach bar
Victor - beach bar - such a great guy
Moses - lobby bar
Pepe - lobby bar
Philippe - lobby bar
Guadeloupe - beach/ pool area
Jazmin - hostess
Laura - hostess
Patricia - hostess
Patty Ulloa - wedding coordinator
Joshua - Entertainment
The facilities are free to use and consist of the below
Shared male/female steam room and whirlpool.
Separate indoor steam room, sauna, 2 jacuzzi's at different temps, plunge pool, powerful shower.
The changing room is nice and luxurious and as expected always spotless.
Apples and a selection of drinks are also available along with cold towels for your face.
Between our whole wedding party we had around 15+ treatments, all of them carried out with the utmost professionalism.
Unfortunately the 2 weeks we were there the weather was a little spotty. The first beach party was entirely cancelled.
A week later they worked hard all day setting it up, it started at 7 and by 8:30 the rain was pouring. Our group remained persistent by staying under the shelter at the bar whilst most others had retreated inside to the lobby. The rain was coming down so much in the end it started to pour through the decking above.
By this time we were donning rain macks and umbrellas we knew it was probably time to go in.
Once we made it to the lobby they had already provided alternative entertainment, a singer.
That night ended up being one of the best.
Well that's my take on the Zilara
We hope to be back in a few years time but for now
Adios from The Roberts Family
P.S. Trip Advisor doesn't allow posts which aren't strictly relevant to trip planning, hence I have had to amend my review. However, for anyone interested, I will be posting details of the actual wedding day on the Facebook page 'Hyatt Zilara Cancun fans' and as always welcome any questions
- 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