We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Absolutely Incredible Hotel and Customer Service!!!” 5 of 5 stars
Review of Hyatt Zilara Cancun

Best prices for -
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 11 more sites!
Save
You added Hyatt Zilara Cancun to your Saves list
Hyatt Zilara Cancun
4.5 of 5 Resort (All-Inclusive)   |   Kukulkan Km 11.5 Hotel Zone, Cancun 77500, Mexico (Formerly The Royal)   |  
Hotel website
  |  
Hotel deals
  |  
  |  
Hotel amenities
Offers & Announcements
New All Inclusive Hotels
Ranked #5 of 174 Hotels in Cancun
Oakdale, Minnesota
1 review
“Absolutely Incredible Hotel and Customer Service!!!”
5 of 5 stars Reviewed yesterday NEW

The Hyatt Zilara is vacationing in heaven with the outstanding amenities and customer service of the staff. We stayed for 10 days and the hotel has a lot of variety with many different restaurants and activities. The resort is beautiful and very well maintained. The staff's customer service was outstanding especially Fernando Antuez (Beach Butler). He was able to get us reservations in the Asian restaurant, for the Hibatchi, when no one else could for my birthday (Feb. 20th). He made sure all of our needs were taken care of and made us feel like family! Also, Adrain Maya was our waiter on the beach and by the poolside. He is a wonderful server and protected us from the beach vendors. Julio and Magic were outstanding as the entertainment personnel, they continually made us laugh!

Room Tip: All the rooms are absolutely wonderful!!
See more room tips
  • Stayed February 2015, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Rooms
    • 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.
Write a Review

1,357 reviews from our community

Traveler rating
    993
    232
    80
    25
    27
See reviews for
151
840
19
19
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 (501)
Date | Rating
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Hebrew first
  • Japanese first
  • Korean first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Any
English first
Los Angeles, California
1 review
5 of 5 stars Reviewed 2 days ago NEW

we stayed at Hyatt Zilara last year. This place was beyond our expectations. Fantastic service and amazing food. I booked a trip for May 2015 with our friends, we are looking forward to enjoying this fantastic hotel with our friends.

Room Tip: premium suites are better, you will have access to Chef's plate restaurant
See more room tips
  • Stayed July 2014, traveled as a couple
    • 5 of 5 stars Value
    • 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.
Ottawa, Canada
Senior Contributor
31 reviews 31 reviews
20 hotel reviews
Reviews in 18 cities Reviews in 18 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed 2 days ago NEW

This was our 7 time staying at our home away from home The Hyatt Zilara (The Royal ).
We went to celebrate our 45 th wedding anniversary with our family. Everyone exceeded our expectation. I want to give a big thank you to Marcelo Peon who made our stay very special. He fix it so our son and grand daughters could be close to us and made our special day very special with the rose petals on our bed and a Anniversary cake and champagne every thing was perfect.
I also want to thank Celina at Maria Marie who made everything special for our night and Noe who was our server. He is a wonderful person who we love to see ever year.
Our swim up suite was beautiful and the water so nice. Want to thank Ivan our friend for 7 years who was always ready to help with anything we needed and also Rafael for keeping our sun glasses always clean. The pool servers who work hard and long hours. thank you Miriam, Moses, Catalino and our friend for 7 years Guadalupe who is always happy to give us hugs and kisses when we come back. Also who like to say hi to Eloisa who was working in room service it was very nice to see her again I was happy to see the hotel let her work inside since she is 5 months pregnant .
Thank you to our friends at Spices Laura who greeted us each morning and noon with a big smile and all the wonderful servers, Gisel for teaching us a little Spanish , (Chewy) Arturo who always made us laugh and Pedro who tried to teach us the Mayan language, It was always fun to sit at there tables. And the other great servers who names I can't remember (sorry).
Thank you to the servers at Asiana for making room for us to go to the Teppanyaki Oriental Cooking Show it was lots of fun and Johnny our cook gave a great show. The food was very good.
We had a wonderful evening at the Chef's Plate it was fun to try new menus and to be able to see what the chef was making.
It was always fun to eat at Pelicanos overlooking the sand and blue water thank you to the servers who always did a great job.
The coffee shop was my grand daughters favorite place with a great choice of desserts and teas,coffee and smoothies.
I also want to say hi to Sebastian, Jose, Aldo, Manuel and Magic at the activities center and thank Sebastian for trying to help me make a brackets (Grandma) and the many hours Katie,Meagan and myself spend painting our souvenirs to bring home with us it was a lot of fun.
Thank you Magic for the water aerobics we all enjoyed our time in the water with you.
We went to the beach party it was good but the DJ could of played better music so more people could get up and dance.
Have to thank Laura,Gina, Rafael and everyone working in the Real Club Membership. If you need any help they will find a way to help you. Thank you for the fun night at the Chef's Table in the kitchen as always its was a fun time and we always get to meet new people and see how clean the kitchen is and how the food is taken care of when brought in to the hotel.
The only one thing we were disappointed in was the golf. It is not include any more and since we are both golfers and already pay a lot to go to the hotel its sad that the Hyatt has taken this away. Also my husband tried a few times to get a morning tee off and could not, we never had this problem before and the transportation back from the golf course is not good. . We have travel a lot and this is one of the most beautiful hotels we have stayed at, the hotel is kept very clean and the food is very good. And every room has a fantastic view of the beach and blue water.

Room Tip: love the swim up suites but all the rooms are great
See more room tips
  • Stayed February 2015, traveled with family
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lilburn, Georgia
Senior Reviewer
6 reviews 6 reviews
Reviews in 3 cities Reviews in 3 cities
5 of 5 stars Reviewed 2 days ago NEW

We visited the Zilara for a very short two night stay. We've been loyal Hilton customers for about ten years, but this property may have swayed us to Hyatt. From the moment we checked in, we were treated like VIPs. We got a status match to Hilton prior to our trip and were walked to the Platinum desk for a very personal check-in and introduction to the property. We were also able to make our dinner reservations at that time.

Every aspect of the hotel was superb. The room was amazing, with wine, soft drinks, snacks, and liquor provided in the mini-fridge. The pool and beach were gorgeous with enough covered lounge beds for all guests. The restaurants were on par with places we'd expect to spend $80-100 per person at home.

We were not in any way disappointed and will certainly be back!

Stayed February 2015, 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.
Spirit Lake, Iowa
1 review
5 of 5 stars Reviewed 2 days ago NEW

The Hyatt is an excellent place to take a wonderful vacation. I have stayed there four times and have never been disappointed. The resort is beautiful and very well maintained. The staff are all very friendly. I especially want to mention Perla, who works in the spa. I have had a massage from her every time I have visited the resort. Each time it was excellent. She has exceptional skill and is very good at the art of massage. I highly recommend that if you get a massage at the Hyatt Zilara request Perla, you will not be disappointed.

  • Stayed January 2015, traveled as a couple
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 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.
Cardiff, United Kingdom
1 review
5 of 5 stars Reviewed 2 days ago NEW

Stayed at the Hotel late January 2015. Fantastic service from all the staff - very friendly and professional. Particularly Hector, Zepeda and Jesus at Spice restaurant and Edwardo at Pelicanos. Plenty of dining choice and variety even though we stayed for 12 days.

The bike tour was great - I was the only guest that turned up that day but that did not stop the entertainment staff from giving me the full tour - it really helped to get their advice on places to see and do in Cancun.

Also, a top tip is that the Chef's Plate reservation-only fine dining experience often gets cancelations, so you can turn up without a reservation at the sitting time and they will be pleased to fit you in if they can.

We also went to the Cirque du Soleil production at Playa del Carmen - which was a real highlight of the holiday and well worth the extra expense. Its not well advertised in the hotel, so do ask at the BD travel desk if you are interested.

Room Tip: upper floors have better rooms and are quieter.
See more room tips
  • Stayed January 2015, traveled as a couple
    • 5 of 5 stars Rooms
    • 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.
2 reviews
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed 3 days ago NEW

i stayed here in oct 2012, 13 and 14 and love the place.. I seen a cheap flight on the internet to go over christmas (21st dec till 28th) i didn't book the hotel i just booked the flight. when i arrived in cancun i got a taxi straight to the hyatt zilara hoping there was rooms available as i wouldn't want to stop anywhere else, i love the Hyatt! when i returned at booked into a room, all my friends and from the hotel come to greet me and made me feel welcome as they always do. i travelled on my ow with confidence knowing that Hyatts staff would make my christmas and birthday as good and as special as any. i was disappointed to see a few of the staff had left to work elsewhere, i missed Nava, Roberto, Joshue and David. i spent all my day chilling round the pool playing volleyball and doing the other activities round the pool, id like to thank great guys JULIO and ALDO for keeping me company through the days making sure i wasn't bored.. id also like to thank

URI
DAISEY
PAUL
WENDY
CELIA
ELISEO
VINNY
PAM
MARTIN
ERASMO
REYES
YESSICA
NORBERTO
ALBERTO
SAMUEL
FRANKY
IVAN
RAPHAEL
MOISES
PEPE
LIGA
MARCO
TORETO
GUADELUPE

I'm sure ill have missed a few names but all the staff deserve medals, they all make the Hyatt special and a great place to be.

id like to thank the hyatt and all the staff for making my 29th birthday and Christmas 2014 one to remember and as special as any. i can't wait to return in 2015

thanks

Chris

  • Stayed December 2014, traveled solo
    • 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 Chrisb2312,

We very much appreciate you allowing us the privilege of hosting you for the 4th time and for taking the time to share your fantastic experience with us.

We are very happy to know you had a wonderful Christmas and Birthday celebration, while enjoying the fun activities and great service provided by our valued associates, such as Julio and Aldo, who will surely be proud to know they assisted in making your stay special.

Thank you very much for your loyalty and we cannot wait to welcome you back home 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.
Hotels you might also like...
mm/dd/yyyy mm/dd/yyyy
Prices are for 1 room, 2 adults
Price Your Stay

Been to Hyatt Zilara Cancun? Share your experiences!

Write a Review Add Photos & Videos

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 Luxury Hotel in Cancun
#5 On the Beach 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:
TripAdvisor is proud to partner with Expedia, Booking.com, Hotels.com, Travelocity, Agoda, Orbitz, getaroom.com, Otel, Priceline, TripOnline SA, EasyToBook, Odigeo and Tingo so you can book your Hyatt Zilara Cancun reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
The Royal In Cancun Hotel Cancun
The Royal Hotel Cancun
Royal Hotel Cancun
Royal Cancun Resort

Owners: What's your side of the story?

If you own or manage Hyatt Zilara Cancun, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.