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“great time at the zilara, cancun” 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 #3 of 178 Hotels in Cancun
Vallejo, California
1 review
“great time at the zilara, cancun”
4 of 5 stars Reviewed yesterday NEW

everything was just absolutely great. beautiful facility and the waiting staff all were very courteous, kind and attentive. one server in particular, guadalupe was just totally wonderful. can't say enough about her service and her beautiful heart. she just melted me when she said that "it is a pleasure to serve you." this was for the entire week of vacation. beautiful facility and beautiful employees, very nice folks. i'm going back to enjoy this resort for a future vacation and i truly hope that guadalupe will be there to greet us.

Stayed May 2015
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1,730 reviews from our community

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    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 (622)
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Philadelphia, Pennsylvania
Senior Reviewer
7 reviews 7 reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed yesterday NEW

Traveled to Cancun for a few relaxing days away. All of the hotel staff were eager to assist. Tipping is optional, but for excellent service I was happily willing to show my appreciation. The property is emaculate with breathtaking views from every room. Was able to get a beachside massage during a late evening. The sounds of the waves in the background just amplified the experience for me. During an excursion we stopped to pick up other travelers from nearby hotels and the Hyatt Zilara definitely has more of a WOW factor upon arrival.

Food at the buffet was very good for breakfast, but so-so the rest of the meals. The other onsite restaurants provide enough variety that everyone should be happy with the selections offered.

Only negative I have would be the lack of nightlife at the resort. With this being an adults only property, I would have expected more nightlife. The property caters to an older crowd in that aspect.

Room Tip: Rooms on the east end of the property face out over the quiet end of the pool.
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  • Stayed May 2015, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Oakland, California
1 review
4 of 5 stars Reviewed yesterday NEW

Had an absolutely wonderful time at Hyatt Zilara with friends in Cancun. The hotel was a fabulous adult location. The food was great and everyone I talked to was eager to express what a great time they were experiencing but the service was what will bring me back. The staff was attentive and greeted us with a heartfelt gesture throughout the day. Upon arrival Oscar greeted us taking our bags and expressing how he was there to help us in any way we needed. He demonstrated this on a number of occasions. Guadalupe, the drink waiter was always smiling, greeting us as we made our way to the beach and basked by the pool in the veranda. After our first day she would always greet us by name making us feel as though we were the only residents at the hotel. She would offer cold waters (without our requesting) making sure we were thoroughly hydrated throughout the day. She took time from her day to conversate with us sharing life in Mexico as we shared our own stories. Finally Cesar was our personal waiter at our favorite restaurant, Spice. Cesar made special drinks for us and gave us a beautiful flaming show as we watched his techniques wide eyed and jaw dropping. Of course we had spa treatments to add to our delightful stay. Hotel Zilara's staff along with all the amenities made us feel like we were thoroughly pampered and the vacation was a true fantasy get away. Can't wait to come back.

  • Stayed May 2015, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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London, United Kingdom
Senior Contributor
36 reviews 36 reviews
26 hotel reviews
Reviews in 24 cities Reviews in 24 cities
70 helpful votes 70 helpful votes
5 of 5 stars Reviewed yesterday NEW

We booked the Zilara for 3 nights after a week in Playa Del Carmen. We honestly couldn't have made a better choice. They instantly make you feel like an honoured guest. The warm welcome the moment we stepped out of the taxi then whisked to check in with a cool face cloth and a glass of champagne made certain we understood that this was going to be a great stay.

We booked a Premier Ocean Front King Suite. We were slightly disappointed to be told that it was on the second floor but were assured that we wouldn't be disappointed and we weren't. Room 233 was to the far right of the hotel and we had a spectacular view of the ocean and the pool area. We were not in the room during the day as we spent most of our time at the beach so not certain if you picked up much noise from the pool here during the day but in the morning and evening it was very quiet and we loved sitting on the balcony in the hammock listening to the ocean and talking about our day and which restaurant we were going to tonight.

The rooms are spacious, very clean and cool with a seriously comfortable bed, twin whirlpool tub, large shower-room with a multi-jet shower and two basins. The minibar was refilled each day and enjoyed using the liquor rack with top brand Whiskey, Tequila, Rum and Vodka for a drink on the balcony before heading out for dinner.

There was a good choice of restaurants, only one, the captains table requiring reservations but you had to stay in the premier or more upscale rooms to book this and it was fully booked during our stay. We dined in 4 others, Spice, the buffet restaurant which had a great selection of freshly prepared food but for breakfast and lunch preferred Peligrano's beach restaurant as it was much quieter and the food was actually better, being cooked to order. Tapas Pintxos, light dining which suited us after a day on the beach and a relaxing couples massage. The tapas choice wasn't huge with the cold tapas being served buffet styles and the hot cooked to order. There was around 10 hot dishes and we asked for all of them and everything was great quality. Our favourite though was Asiana with its Teppanyaki cooking show. Great quality food both here and in the main restaurant where you order from a menu.There was also a Mexican restaurant that we didn't try as we ran out of time.

In addition to the main restaurants there is also a fab coffee house open early until late serving pretty much everything that you can pick up at your local which was a great surprise for us. Loved going down for a coffee in the morning to take back to the room and drink on the balcony. They also have a selection of pastries, cakes and sandwiches and a large selection of smoothies and fraps to suit everyone. The main bar had a huge selection of liquor and the cocktails were fantastic. Once it closed around 1am you could also head for the 24 hour sports lounge where there was a self service bar and a good selection of hot and cold snacks to enjoy while you watched tv or played pool or table tennis.

The pool area is just as good as the rest of this property, it is spotlessly clean with lots of sunbeds and cabana's and a swim up pool that you can use despite there being lots of friendly staff around to serve you around the pool. We went to a foam party on Tuesday afternoon with a great band. It was at the far left of the pool so it this isn't your thing the far right was still pretty quiet but it was fun so give it a go. It did seem to get busy here during the day but we still seen empty loungers.

We spent most of the time on the beach and our worries caused by some other reviews about a lack of sunbeds and cabana's proved unnecessary as we had no problem finding a beach cabana every day. There were also lots of free sunbeds everyday we were there and that was despite the hotel being fully booked on 2 of the 3 nights were were there. Beach Cabana's are definitely the way forward! Very comfortable and clean, plus great service from staff providing water and talking drinks orders all day. The hotels works hard to keep the beach clear of seaweed but there will always be some. The beach was beautiful and the ocean was great for cooling down as the waves here aren't as bad as some places along this coast.

The last mention goes to the staff of the Zilara. Without exception they are an incredible team. I have never been to a property filled with staff that genuinely seem pleased to see you and who enjoy their work. The management team should be very proud of them as they left a lasting impression on us unequaled by any other hotel or resort. A special mention goes to Guadeloupe who took care of us at the beach. Always smiling, always friendly and always dropping off water or drinks just at the right moment.

We took ages to decide which property to book, let me save you some time. Look no further, you will love the Zilara, don't hesitate to book it and don't worry about which room you will get, they all have sensational views, even on the second floor. This is the only place we will stay when we visit Cancun.

Room Tip: Do not worry about room choice! Every room has a great view. We were in room 233 which had a large b...
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  • Stayed May 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.
San Francisco, California
Senior Contributor
23 reviews 23 reviews
10 hotel reviews
Reviews in 12 cities Reviews in 12 cities
50 helpful votes 50 helpful votes
4 of 5 stars Reviewed 2 days ago NEW

Loved that this was an adults only all-inclusive that was much cheaper than our usual haunt, Le Blanc, at half the price and at the same level of service. The hotel is beautiful & clean. Upon check-in, we did option to have a higher floor and paid a minimal amount more to be upgraded. Didn't have any issues with noise from neighbors.

We read about all the problems with saved cabanas so upon check-in, we asked the concierge about reserving cabanas. She informed us that they were aware of the issue and that they have been diligent on trying to clear out lounge chairs and cabanas on a regular basis. Our first day at the pool, we did notice a few cabanas & pool loungers with towels but then quickly found out that the staff are the ones that set up these. If you ask one of the pool guys (the ones with the white polos) they will guide you to ones that are untaken. We had no issue with having a cabana during our whole stay. It pays to just ask. It didn't seem that the hotel was at full capacity. The pool service is a little sparse but if you find a waiter and you tip them well from the start, they will keep you quenched all day. We found it weird that there is a wall that separates the right and left side of the pool so you'll have to pick which end you want to be at.

We tried all the restaurants. The Chef's Table was the best by far. Upon check-in they will make a reservation for you. Try and get an earlier reservation. We had ours on the last night and found out that some guest don't show up for their reservations. If we had known we could have eaten there every single night. If you don't get an early reservation, stop by to check for cancelations. It'll be worth it. Spice was only good for breakfast. We found the food for lunch and dinner over cooked and lacking in flavor. The pool restaurant was great for lunch and our second favorite was the Mexican restaurant. The third best was the Asiana.

Overall, the hotel was great, staff was fantastic, there were notable food choices and definitely worth the cost. I would definitely come back to this resort over Le Blanc the next time we come to Cancun because of the value and level of service provided. Please improve the food at the buffet. Well done, Hyatt.

Room Tip: If possible, option for a higher level floor.
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  • Stayed May 2015, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Cleanliness
    • 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 gnat_NYC,

It was a great pleasure to welcome you at Hyatt Zilara Cancun during your recent vacation and for taking the time to share your experience in such detail.

We very much appreciate you sharing both your comments and suggestions with us, allowing us the opportunity to continue enhancing our services and we are very happy to know that you truly enjoyed your overall experience.

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

Sincerely,

Alfonso Jarquin
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Elgin, United Kingdom
Senior Reviewer
8 reviews 8 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed 3 days ago NEW

5 star all the way! We spent a fabulous week here in October for our wedding anniversary. Everything from the service to the food to the cocktails to the entertainment was just fantastic! The room we had was on the 6th floor and had an incredible view onto the Caribbean Sea, hot tub in the room and an incredible shower too. Such a variety of places to eat and the pool area and daytime entertainment were great. The service from the hardworking staff was faultless. Was certainly come back here again in a few years time.

Stayed May 2015, traveled as a couple
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 LadyPenelopeMc,

First of all thank you very much for allowing us the privilege of hosting you at Hyatt Zilara Cancun and for taking the time to share your fantastic experience with us.

We are very happy to know you had an amazing wedding anniversary, while enjoying the varied and delicious food & beverage offerings, the luxurious suite with gorgeous view, the entertaining day and night time activities and especially the fantastic service provided by our valued associates.

Thank you very much for your preference and we are very much looking forward to welcome you back during your next trip 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.
Tampa, FL
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed 3 days ago NEW

This hotel and experience was simply amazing! The hotel and amenities were the some of the best that I have ever experienced at a hotel in this category. Every room has a view of the beach and the hotel itself had very interesting architectural detail. There were plenty of activities and drinks to go around. The food was good and the luxurious pool kept us happy all day.

Having said that, without a doubt, the best part of this entire experience was the staff! They were all so friendly and welcoming I cannot say enough about them or their efforts to make us happy. They all seemed to take the utmost pride in their jobs and it is genuinely refreshing to be a guest at a resort where people care about your experience. While we were only there 4 short days, I had the extreme pleasure of getting to know a few by name. To begin, the absolute sunshine of my day was Abundio the bartender. He always called me by my name and he has the fantastic ability to provide service to all guests while talking it up with those of us who were sitting at the bar. He took the time to get to know the guests and he is a true asset to the Hyatt family.
Also, Magic, the entertainer made the days fun with his energetic spirit and zest for life. He was very proud of his position and it showed in the way that he interacted with all of us guests. Moses, our poolside waiter kept the drinks coming and was always there with fresh cold water. We were never in need while he was on duty.
I highly recommend a stay at the Zilara.... I'm looking forward to going back. Everyone was so kind and welcoming.....I would never want to go anywhere else in Cancun

Room Tip: We stayed in room 205 which kept us on the opposite side of the bands that played nightly in the lob...
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  • Stayed April 2015, traveled as a couple
    • 5 of 5 stars Sleep Quality
    • 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.
Alfonso J, Director General at Hyatt Zilara Cancun, responded to this review, yesterday
Dear lola1972Tampa_FL,

It was an honor to host you at Hyatt Zilara Cancun and we very much appreciate you taking the time to share your truly wonderful vacation experience with us.

We are excited to know you had a fantastic stay, while enjoying the beautiful property, the gorgeous pool area, the comfortable suites with amazing ocean view, the fun activities, the delicious food & beverage offerings and especially the personalized service provided by our valued associates, such as Abundio, Magic and Moises, who will surely be proud to know they were able to positively influence your experience.

Thank you very much for recommending us and we cannot wait to pamper you again during your next visit.

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 Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Top resorts Hotel in Cancun
#3 On the Beach Hotel in Cancun
#3 Luxury 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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