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“Christine Kelleher” 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 #3 of 176 Hotels in Cancun
1 review
“Christine Kelleher”
5 of 5 stars Reviewed yesterday NEW

This was my second visit to this beautiful hotel. The staff are all exceptional,the waiters around the pool work exceptionally hard as do the restaurant staff. In fact all the staff were extremely helpful, and always served you with a smile.Our room was always spotlessly clean and the turn down service was great . One downside is that if you don't get up in the middle of the night you have no chance of having a sunbed by the pool as these were reserved by very early risers or people coming in late after a night out. The waiters I think deserve a special mention are Frankie, Adrian, Reyes, Raphael,Miriam. I would definitely recommend this hotel to all my family and friends.

Stayed March 2015
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1,454 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 (544)
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English first
Suburban Chicago IL
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed yesterday NEW

I did a lot of research when planning a spring break vacation for me, my wife and three adult children, ages 18, 21, and 23. I reviewed all of the options on Booking.com and finally settled on the Hyatt Zilara Cancun and wow am I glad I did. This resort, in the hotel zone of Cancun, was a welcome retreat from work and school providing for a restful yet fun vacation.

First, the hotel's exterior is unique in that it is more Romanesque than Mayan. When we arrived we were greeted by Oscar the doorman, who was warm and inviting, and escorted over to the check-in desk where we were served Champagne. The check-in process was quick despite some previous reviews of slow check-in. That was not our experience. We requested a higher floor based on some reviews of sound levels being too high on the lower floors. We were taken to the 4th floor in the middle of the hotel which was not ideal. In addition. my wife and daughters' room was one of only two in the hotel that had a restricted view of the ocean caused by a cement wall. BTW - all rooms face the ocean which is a bonus. We asked if we could move to a different floor and unfortunatley we could not until the following day. My son's and my room did not have a restricted view caused by a cement wall but still was a bit noisy being over the main lobby where the nightly entertainment played. The next day the hotel staff moved the girls to a room farther down the hallway but still on the 4th floor which turned out to be fine. We stayed where we were.

Adrian explained where all of the amenties of the hotel are including the restaurants, spa, and nightly entertainment. He was a valauabale resource to me and my wife and even took time out when we were departing to come over and hug my wife goodbye. It's that kind of personal attention that should not be underestimated or undervalued. More on that later.

Roooms are fairly large, immaculately clean and well-appointed. They have large showers with rain shower heads and body jets and a small window in the shower lets you see out to the ocean. There is a jacuzzi tub in the room that we didn't use but it was a nice touch none the less. Room safe, robes, slippers and bottle service are all part of the amenities in the room. There is a terrace with two chairs, a table and a hammock to watch to the sun rise every morning. Flat screen TV was nice. Beds are comfy.

We ate at every restaurant on property except for The Chef's Plate. Pelicanos and Spice were are favorites providing a variety of foods that were tasty and appropriate for everyone. We always started off each morning at the coffee shop where Alan made us our daily coffee drinks. He's fantastic and the pastries are delicous. We then ate breakfast at Spice every morning and were never bored by the same offerings. Service was impeccable especially when Hector and Arturo served. They were pleasant, attentive, humorous and they genuinley made you feel welcomed to be a guest in the hotel. We also felt the food was good at Asiana and Maria Marie and nothing beat lunch at Pelicanos. It's a casual place for lunch that you can put on a cover up and flip-flops and get a decent hamburger, chicken sandwich or fish tacos.

Now for the fun. The pool and beach. The pool are had plenty of chairs. loungers and cabanas although you had to get out early to nab them. But hey, getting up early to watch the sunrise, grab a coffee, nab some loungers and a cabana is not tough work. Pools are cleaned daily and heated to provide a comfortable dip. The pool's staff is fantastic. Raphael came by evey day to clean our sunglasses, feed us popsicles, give us cold towels to cool down and make sure our stay was comfortable. He remembered our names and made sure that we were well taken care of. Frankie, who works his butt off every day running drinks for patrons at the pool or at the beach, is the best. Nobody works harder than he does attending to guest's drink orders and providing attention to those who thirst. Frankie looked out for all five of us, remembered our drink orders and always provided a smile or conversation. This sounds trivial but believe me it wasn't. Paul was also terrific at the pool when it was Frankie's day off. Speaking of drinks, have Eramosa at the beach bar make them. He's can really make a good electric lemonade or Mai Tai (with double dark rum please). Drinks can be a little watered down, as others have reviewed, but as long as you specify what you want and how you want it they always make sure you're happy. Top shelf liquor is available.

Activities at the pool were fun so take advantage of them. Guacamole making, water volleyball, water aerorobics and salsa dancing lessons were all a good time. Magic, Sebastien and Aldo try to involve everyone at the pool so loosen up you folks from Canada and Iowa and participate. Who knows you may have more fun! Remember it's Mexico so have a good time.

The beach is one of the best in the hotel zone. It's raked every morning to avoid that obnoxious seaweed smell that so many resorts had. I walked 2 miles both ways from the Hyatt Zilara and I compared our beach to others. You wont be unhappy staying at the Hyatt Zilara's beach cabanas or lounge chairs. Plenty are avaiable and it's not crowded at all. There was never a problem getting a beach lounger or cabana and the drink service was the same outstanding service.

Check-out was a breeze and was not time consuming. There was a bit of a mixup in applying Hyatt Gold Passport points becasue I booked through Booking.com but I think it was resolved.

All-in-all this was a fantastic resort experience that will provide a lifetime of memories. We met so many new friends who were guests that we are likley to come back to the Hyatt Zilara again and again to renew those friendships. There was something for everyone and nobody left without thinking that it was money well spent.

Hints:

Rooms. Always request a room on a higher floor or at least one not in the center of the hotel. The nightly music and morning prep by the bartenders and cooks can be disturbing. The music is over by 10:30 so not a big deal but for those coming to turn in early you'll end up a bit unhappy.

Tipping. I know, this is an "all-inclusive" resort, tips are inlcuded and you shouldn't have to pay more for good service. Believe me the service is terrific even if you don't tip but the folks we met work really hard at their jobs six days a week. Your additional monetary support goes a long way for them and they'll reward you with their smiles and attention. And if you can afford to stay at this place then you can afford a bit more.

Spa. Go early in your stay before you burn. The spa treatments are wonderful as long as your not scorched by the sun.

Asiana. Make reservations when you get there. Don't be a jerk and demand a spot at the last minute by just showing up. We saw two parties doing that and we were embarrassed for them.

Culture. Speaking or knowing a little Spanish goes a long way. All three of my kids know Spanish but one is fluent. Amazing reaction when she ordered meals, drinks, or negotiated for sunglasses on the beach. Our service level and attention went through the roof.

  • Stayed March 2015, traveled with family
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 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.
New Bedford, MA
Contributor
12 reviews 12 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed yesterday NEW

The staff are hard workers with an understanding of English. The nightly entertainment and bands are very good. The food is great. The vanilla souffle' at Maria Marie is phenominal. There are 2 pools. One for activities and one for relaxing. The cabanas on the beach are plentiful. There is butler service on the beach and by the pool. Kudos to the following staff who made our vacation a dream- Lobby bar- Jose Luis, Wendy and Miriam, Maria Marie Rest-Osbaldo, Spice-Arturo, Tapas Rest.-Giovanni,24 hr. Lounge-Emilio, Coffee House-Alex and Alan, Chef's Plate-Porofino and Pelicano's-Sergio.

Room Tip: All rooms are large direct ocean front rooms with jaccuzi's. Bathrooms are large. Showers are mu...
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  • Stayed March 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chicago
Senior Reviewer
9 reviews 9 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
12 helpful votes 12 helpful votes
5 of 5 stars Reviewed 2 days ago NEW

Everything about the Zilara was fantastic. The beach and pool were both beautiful. There were plenty of cabanas at the beach, and most of the time, you could get one at the pool, too. Even though the hotel was sold out, nothing was ever crowded and we never experienced a wait to get into a restaurant or be served. We loved all of the restaurants except the Tapas place. I particularly liked that you could have a sit-down meal for breakfast, lunch and dinner, or go to the very nice Spice buffet.

We partook in many activities, but the highlight was Yoga and Pilates with Marta. We also took a nice bike ride into town. We saw two excellent shows, and one other that was so-so.

All in all, it was a great trip, and we are looking forward to going back.

  • Stayed February 2015, 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 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 Cooperhs,

First of all thank you very much for selecting Hyatt Zilara Cancun for your well-deserved vacation and for sharing your fantastic experience with us.

We are thrilled to know you had an amazing vacation, while enjoying the gorgeous pool and beach area, the delicious and varied dining options, the fun activities, the entertaining evening shows and the professional service provided by our valued associates, such as Martha, who will surely be proud to know they were able to influence your stay positively.

Once again, thank you for your valuable feedback and we are very much looking forward to welcoming you back during your next trp 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.
Cancun, Mexico
1 review
4 of 5 stars Reviewed 2 days ago NEW

The hotel has great Pilates equipment and the I nstructor Maritha Ramiriez was fabulous,,,,very patient with a beginner like me! Maritha was great with her demonstrations and took the time to explain why we were doing each step.

  • Stayed March 2015, traveled with family
    • 1 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.
Alfonso J, Director General at Hyatt Zilara Cancun, responded to this review, yesterday
Dear Linda T,

Thank you very much for choosing Hyatt Zilara Cancun for your recent vacation and for taking the time to share your kind review with us.

We are very happy to know you very much enjoyed the complimentary Pilates Classes and the professional instructor Martha Ramirez, with whom we will surely share your motivating words.

Once again, thank you for your feedback and we cannot wait to welcome you back in the near future.

Sincerely,

Alfonso Jarquin
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sayville, New York
1 review
5 of 5 stars Reviewed 2 days ago NEW

We went for a long weekend in March with 4 couples ages (40-45). We were all completely satisfied with the entire trip. The hotel is clean and beautiful. Spa is top notch and I love that you can use the facilities at any time. Massage was amazing. As we walked along the beach you can tell this is one of the top hotels in Cancun. Never a problem getting a seat by the pool or beach. You can ask for 5 towels if that what is you wanted! Nothing was ever a problem. A waiter even cleaned my sunglasses while sitting on the beach. The beach dinner was a little extra $ but well worth the experience. They serve top shelf drinks and food almost always with a smile. Wish the house wine was better and I wished we could of made a reservation in the "tasting" restaurant, it was booked the entire time we were there. Love the beach, pool and lobby bar. Wish one bar stayed open a little later than 12 but not a big deal as you can room service and drinks to your balcony! Great location and great stores in hotel. Love the coffee shop too! We are avid travels form NY and it was fantastic stay all around. We will be back!

Room Tip: Ocean Front
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  • Stayed March 2015, traveled as a couple
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 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 tricia M,

It was a pleasure to host you at Hyatt Zilara Cancun and we very much appreciate you sharing your truly positive review with us.

We are very happy to know you truly enjoyed the great location, the well-kept facilities, the gorgeous pool and beach area, the luxurious spa and professional massage, as well as the excellent service provided by our valued associates.

We are sorry to know you felt disappointed with the lack of availability for Chef’s Plate, the quality of the house wine and that you would have enjoyed for the bar to be open later.
Please be assured your comments and suggestions will be followed up appropriately.

Thank you once again for your feedback and we are very much looking forward to welcoming 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.
Florien, Louisiana
Reviewer
5 reviews 5 reviews
5 hotel reviews
Reviews in 3 cities Reviews in 3 cities
18 helpful votes 18 helpful votes
4 of 5 stars Reviewed 3 days ago NEW

We just returned from a weekend visit to Cancun where we stayed at the Hyatt Zilara. It was a beautiful hotel with great ocean views. They offered us an upgraded room for a fee upon arrival - but we declined, and still had an extraordinary view. Service was exceptional and the hotel was well maintained. The only real issue was with seating around the pool area. People had towels on the cabana beds and chairs so early that two days we found ourselves searching for a place to sit. It appears that you had to reserve early in order to ensure yourself a chair or pool bed. So, on our last day we set an alarm and went to the pool super early to secure a location. Thankfully, this worked. It was difficult to understand how these spaces were reserved as early as 6am. Further, as it was explained to us, the beds on the beach are all reserved for the "premium" suites even though many of those were unused the entire time we were there. So, lesson learned. If you stay at the Hyatt Zilara - either get up extra early to get a seat by the pool or book a premium suite to get a beach bed. This was the only real disappointment with our stay. Otherwise, the hotel was beautiful, the entertainment and activities were nice (particularly the band and the fondue), and the food was wonderful.

Room Tip: All rooms have nice ocean views but higher floors would offer better views
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  • Stayed March 2015, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 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, 2 days ago
Dear DarleneWilliams,

Thank you very much for allowing us the privilege of hosting you at Hyatt Zilara Cancun for your well-deserved vacation and for taking the time to share your honest feedback with us.

We are very sorry to know you felt disappointed with the lack of availability of cabanas by the pool.
Please know we are already re-enforcing our policies regarding the reservation of cabanas in order to assure all our valued guests satisfaction.

We are happy to know that you still very much enjoyed your overall experience, especially the beautiful and well-kept property, the gorgeous ocean views, the fun entertainment, the delicious dining and the great service provided by our valued associates.

Once again, thank you for your valuable review and we are very much looking forward to welcoming you back in the near future.

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