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“Beautiful Resort but Service and Attention to Detail has dropped” 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 #5 of 177 Hotels in Cancun
tobeor82b
Top Contributor
71 reviews 71 reviews
39 hotel reviews
Reviews in 48 cities Reviews in 48 cities
24 helpful votes 24 helpful votes
“Beautiful Resort but Service and Attention to Detail has dropped”
3 of 5 stars Reviewed yesterday NEW

We have stayed at this Resort when it was under a different name and the Resort and Service were outstanding in the past. The Resort itself is still as beautiful as ever. It is sad that I had to drop my rating due to several issues that mostly revolved around Quality of Service. I was told I should receive an e-mail to fill out a survey after our stay, but still waiting for that to come. I wrote a 4 page document of some very specific situations we had the misfortune of having to deal with, that I never would have expected from this resort and we had never had in the past. Not sure what has happened, but hopefully they will correct many of the issues and we will again feel it deserves a 5 for a rating. This was our first visit to the resort since its name change and hoping if we give it a year or two things will improve and again be the great resort it once was. We experiences with Check-in & Check-out, room service, food, cleanliness and several other things. I know the Hyatt is a high quality chain and so was the Royal (Real Club). Could be they are still experience growing/changing pains that is causing the high quality of service we have had in the past, not be there during this recent trip.

  • Stayed December 2014, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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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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Reviewer
4 reviews 4 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed yesterday NEW

We had our wedding here and had a little over forty guest in our party. I have to be honest my new wife planned and worked with the resort all year. All I had to do was show up. We had been to the resort in the past before hyatt took it over and we loved it. I was a little nervous about what changes had occured. I can tell you that I did not notice a single change. The food was great. The service was great. The resort was all around amazing. I could not have asked for a more amazing experience. Not only do we plan on returning but we have about fourth plus people and there friends and family wanting to come with us again soon. Not one person in our group had a complaint. To me that is unheard of for that large a party. Many thanks and props to the staff at hyatt. These people are amazing and make for a wonderful vacation. What's even better is that there are many familiar faces on the staff from our first visit three years ago. That's tells me these people enjoy and appreciate there jobs which they in turn make the guest feel at home. I can not imagine staying at any other location in cancun for a wonderful vacation. The people at hyatt and my wife, friends and family made for a wedding dream come true. Thank you to all. WE WILL BE BACK! Can't wait.

Stayed December 2014, traveled with friends
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fonthill, Canada
Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
41 helpful votes 41 helpful votes
5 of 5 stars Reviewed 2 days ago NEW

This is our second time visiting the Hyatt Zilara in the past year. We didn't post a review the first time but felt compelled to do so now. We were not disappointed, the second visit was just as enjoyable as the first. Nothing but world class service, food, accommodations and amenities.

We enjoyed every minute of our vacation from the moment we arrived to the time we left. The staff was friendly, courteous and always willing to assist us. Service was exceptional throughout the entire resort whether you were at one of the bars, eating in one of the restaurants, having a coffee in the coffee house or just hanging out in the 24 hr lounge, you never had to wait to get what you needed.

One of the reasons we returned to the Hyatt was the experience we had with the dining. Once again we were not disappointed with the a la carte restaurants. The menus changed half way through our vacation but we noticed no difference in the quality or selection of items on the menu. We did not eat at the buffet for lunch or supper so cannot comment on the food but breakfast at the buffet had a vast selection of food to choose from. If you get the opportunity to do Chefs Plate it is a pleasurable dining experience with a small group of people.

The rooms are very nice and spacious. All are ocean front and provide a beautiful view of the beach. We had no complaints over the noise level at night in the room. The shows ended early enough and the other guests were very respectful at night when returning to their rooms. The showers were very spacious and there was a huge jet tub in the room. Rooms were cleaned in a timely manner and we had turndown service every night with a bon bon waiting for us on the pillow.

We really enjoyed our family vacation at the Hyatt Zilara. Thanks to all the staff that made this a memorable vacation. Feliz Navidad

  • Stayed December 2014, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 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.
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed 3 days ago NEW

The Hyatt Zilara in Cancun was a wonderful resort, but it is definitely for a certain type of vacation.

My group of four 20-year-old guys was scheduled to go to the Hyatt Ziva/Zilara in Rose Hall, but the hotel was not 100% open by our departure date. After spending a lot of time working with customer service, Hyatt moved us and paid for the difference in flights.

We arrived at the hotel after a sweet limo ride from Feraltar (cancun-airport.net, only $10 more than Hyatt Transportation) and were immediately greeted with towels and tea. We were moved to check-in and asked if we wanted anything real to drink. We ordered up a round of shots and Don Julio was quickly brought to us.

After check-in we headed up to our room and threw our stuff down. We didn’t wait for our baggage to arrive, but it seems it arrived very quickly. We headed out on a tour and fell in love with the property. We were quick to notice the liquor at the bars. Grey Goose, JD, JW Black Label, Don Julio, and many others were in stock and ready to be poured. There was the main bar, the swim-up bar, booze in the 24 hour lounge, the beach bar, and in room cabinet. Plus you could order any drink via room service, it just took a little while.

The beach and pool areas were terrific and clean, but beach butler service was a little slow. The pool butlers were on top of everything and always had a smile. All of the staff was wonderful and would easily go out of their way to help you. Marcelo (concierge for Platinum/Diamond members), Guadalupe (Bar/ drink server), Jose de la Cruz (Bartender), and Rocio (front desk) were outstanding. They had to be pretty good if we remember their names. The spa area, specifically sauna, was used by one of our guys repeatedly and he loved it. It seemed to be a great after workout place. The entire resort seemed to have plenty of space, as the hotel was 98% full and there was always a place to sit.

The food was good, but it was the same thing at every restaurant just covered in a different sauce. I did truly enjoy the food though, so this not a complaint just an observation. Feeding 4 carnivores for a week can be tough, but we were very pleased overall. Room service took about 30 minutes each time, and out of the restaurants Asiana’s was the best. Pelicano’s was good for dinner, but a little subpar for lunch. It would be nice if the chicken wings in the lounge were kept there all the time, as they were very good.

The rooms were great and plenty of room, and bathrooms are big enough to spend the night in- if needed. Showers were nice, but there is a super awkward window that looks from the room into the shower. This made for a super awkward moment when we first discovered it, but wasn’t too big a deal in practice. The double bathtub takes up a decent amount of room that would be nice to have in the double bed rooms, but isn’t really a huge issue.

The one show we saw at night was good. It was acrobatic and entertaining, but kind of short at only 40 minutes. They began at 8. Other activities at the hotel were not publicized well, so a lot of things were missed. It would be nice if they gave a little “compass” of the day’s activities, especially tequila tastings.

Our main issue with the hotel is not the hotel’s fault at all, but is something to keep in mind. This hotel is entirely built around couples. This would be a great place for honeymoon or with your spouse, but is by no means made for a group of four guys.

Overall I would recommend it, but maybe not for single people. Thanks again to the staff for a great week, and hopefully we can make it out to Hyatt in Jamaica.

Room Tip: All are ocean views
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  • Stayed December 2014, traveled with friends
    • 5 of 5 stars Sleep Quality
    • 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.
Alfonso J, Director General at Hyatt Zilara Cancun, responded to this review, 2 days ago
Dear Max W,

It was an honor to host you and your friends at Hyatt Zilara Cancun and we very much appreciate you taking the time to share your detailed review with us.

We are sorry to read you felt the resort was catering more to couples, that you found the evening shows to be quite short and that the activities were not advertised clearly enough.

We are however happy to know that you did not allow for this to affect your overall experience and that you still had a great vacation while enjoying the high quality food & beverage offerings, relaxing hydro therapy area, comfortable suite and great service.

Thank you for recognizing our valued associates, such as Marcelo, Guadalupe, Jose and Rocio, for their personalized service; they will surely be proud to know they were able to positively influence your experience.

Once again, thank you for your valuable feedback and we are very much looking forward to welcoming you back to Hyatt 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.
CHESHIRE
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed 3 days ago NEW

Stayed at this hotel for a special birthday, staff and location were outstanding and would highly recommend if you are going to Cancun food was superb as where the bedrooms of which where huge and spotless as was the entire hotel could not fault anything.

  • Stayed January 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.
Alfonso J, Director General at Hyatt Zilara Cancun, responded to this review, 2 days ago
Dear MAPMANCheshire,

First of all thank you very much for selecting Hyatt Zilara Cancun for this special birthday celebration and for sharing your excellent experience with us.

We are excited to read you had a great vacation, while enjoying the excellent location, well-kept facilities, comfortable suites, delicious dining and great service.

We very much appreciate you recommending us and cannot wait to welcome you back during your next Cancun 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.
Greater Manchester, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed 3 days ago NEW

Stayed here over 12months ago now and have been meaning to write a review for this hotel since I came back. As I will only book 5star hotels I often look on trip advisor and look at reviews as some 5star hotels are simply not 5star hotels, I am also aware that people that often go to 5star hotels like myself are somewhat more critical of where we are staying. However this hotel did not let us down from the champagne reception to the fantastic grounds, rooms and food the hotel was simply unbelievable, it had everything and more the al a carte resteraunts were some of the best I have been to in the world, the only downside was as they were so good trying to get in them was not the easiest quest. The only reason I can believe that this is not the number 1 in Cancun is that true 5star holidaymakers come to this hotel and pick up on the slightest things and in turn people that are used to a 3 or 4 star hotel in Spain come to the cheaper 5star hotels in Cancun and Review with that comparison. I really cannot rave enough about this hotel, and the best bit of all as I have kids and come to Cancun for a romantic break away from the kids there are no kids allowed which is also very nice and makes for the true 5star experience

Room Tip: Cant believe there would be a bad room within the hotel
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  • Stayed January 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Cleanliness
    • 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.
Alfonso J, Director General at Hyatt Zilara Cancun, responded to this review, 2 days ago
Dear Mike W,

It was a great pleasure to have you as our guests at Hyatt Zilara Cancun during your past stay and we very much appreciate you taking the time to share your experience with us.

We are very pleased to read that you had a truly wonderful stay since the moment of your arrival, while enjoying the beautiful grounds, delicious food & beverage offerings and comfortable accommodations.

Thank you very much for your feedback and we are very much looking forward to having the privilege of hosting you again 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.
Glendale, California, United States
2 reviews
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed 4 days ago NEW

My husband and i got married in December. Our REAL honeymoon is next year during the summer months. In December, we had difficulty choosing a destination that would meet our expectations regarding a place to travel to celebrate our marriage.
Our decision to spend 6 nights and 7 days in Hyatt Zilara was the best decision!! From the moment we checked in the staff was beyond courteous and polite. They have a whole different level of customer service that i have yet to see in the states.
There are many restaurants to choose from and all of them are VERY clean. I am big on making sure where i eat is maintained well and clean. This place definitely met my expectations!! All of our waiters we had were amazing. I wish i could remember them all by their names. Arturo at Spice Buffet was very very courteous and hospitable. We dined with him about 4 times during our stay and all times he greeted us with a smile, offered to help us get whatever we need and always made sure our coffee was hot, fresh and full in our cup.

Our rooms were well maintained. We got service to clean the rooms in the morning and also in the evening turndown service along with setting up the candles in our room.
The spa was amazing as well. We went twice! We got the couples massage, deep tissue and my masseuse was Sam which was also AMAZING! My husbands masseuse was Marianna which he said was also great. The spa was very clean and had a hot tub, sauna, steam room and showers.

We will definitely be back. Glad this resort is adults only! Great staff, great service!!

  • Stayed December 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alfonso J, General Manager at Hyatt Zilara Cancun, responded to this review, 3 days ago
Dear Natalie E,

We very much appreciate you choosing Hyatt Zilara Cancun for your mini-honeymoon and thank you for taking the time to share your marvelous experience with us.

We are very happy to read that we were able to meet your high expectations with the varied dining options, beautiful suite, luxurious spa and great service provided by our valued associates such as Arturo, Sam and Marianna.

Please be assured we will share your kind words with every single one of our associates and they will surely be proud to know that they were able to make this experience truly special.

Thank you very much for your preference and we cannot wait to welcome you back during your next visit to Cancun.

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:
#4 Spa Hotel in Cancun
#5 Top resorts Hotel in Cancun
#5 Romantic Hotel in Cancun
#5 On the Beach Hotel in Cancun
#5 Luxury 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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