As a loyal Explorist Hyatt member, I and my husband were treated very poorly. There was no private check in. We were made to check in in scorching heat in open no A/C lobby with regular guests. We were literally sweating. The staff appeared to have been expecting us and intentionally mistreated me and my husband. It was like they were instructed to do so by manager on premise. Israel the so called welcome ambassador manager was particularly rude and started yelling at me and my husband in front of other guests and concierge at the cabanas in front of Spice. It appeared he wanted to make sure all the staff and guests knew me and my husband were unwelcomed guests. I had requested swimup suite 127 which was available but both Israel and WOH clerk Luis Enrique lied and said it wasn’t. And instead gave us suite 132 even after I specifically told them both my husband and I have health issues. Yet no accommodations were made and we were rudely denied swimup suite in center building that had no hanging ledge of slippery steps leading to swimup pool. In fact my husband slipped in the wet steps leading to pool and got injured. He had painful limp next 3 days. No apologies by Hyatt staff were made to us and no accommodations made to give us a safer swimup with less steps. Then Enrique assigned me to a masseuse Betty who was lazy and didn’t want to use massage oil on me after I refused to pay extra for the hot oil. She was very rough on my skin and I had to ask her to use the regular massage oil which she reluctantly did. She didn’t put heated towel on my back while massaging and I caught a cold and started sneezing. She seemed happy that she made me suffer. I then developed calf muscle cramps in my leg due to how cold the room was. She claimed she could not turn off AC only front desk can do that. I told the front desk clerks after the massage but they didn’t seem to care. Luckily the spa manager overheard and came out to speak to me. The manager Margarita was very nice and apologized and gave me 30% discount. However as a Explorist I was supposed to also have another 20% spa discount which I never got. I did not get 15% cabana discount either. I paid pool day cabana of $169 (plus lots $50 tips to server) Prior to reserving pool party cabana, Enrique had said food and drinks would be served with $169 charge. However, on Friday pool party day Ivan and the cabana drink server told us we had to get our own food from Spice or other restaurants. It appeared manager at Zilara directed the poor treatment of me and my husband as a revenge for my past complaint about Ziva Cancun where the housekeeper stole money from me, didn’t clean my room and then lied about it during my stay there in early 2022. If you have video surveillance you’d see how poorly we were treated at zilara recently. Very disappointed and unhappy. Ruined our anniversary. I also informed Enrique it was our anniversary 5/10 but he didn’t do anything special for us. The way we were mistreated was unprofessional and unworthy of Hyatt brand name. …
This was our first all inclusive resort and it was amazing. The staff , starting with Manuel were extremely courteous and helpful. Sparkling wine was brought to us on check in. A welcome greeting after a long hot day of traveling. Our ocean view rooms had views from the front and back. The hotel staff came in twice daily for cleaning and turn down. Food was incredible all around. Maria Marie the gourmet Mexican restaurant is not to be missed. Diego was incredibly attentive as was our waiter the first evening there. Camilo, the hibachi chef at Asiana was extremely talented and the food was cooked to perfection. Highly recommend.
The staff at the Hyatt Zilara Cancun went above and beyond. Rosa was always available to answer our questions and assist us as needed. I visited the resort with a large group and we were accommodated very well. Location was perfect, resort was pristine and food was AMAZING! The rooms had great views of the beach and ocean to watch sunrises and sunsets. Room service menu was sub par compared to the rest of the offerings, but overall good. You would never have to leave this resort - it has everything you need. Pool had a lot of activities going on and the DJ played very loud music. Gym facilities were top notch. I would highly recommend this resort to couples and groups of any size!
We had the absolute best time at Hyatt Zilara for our sister trip. Ernesto was awesome and took care of us our entire stay. He brought us ice to our cabana we rented the first day and every time he saw us on the property after that, he continued to take care of us. Thank you so much Ernesto for making our stay so enjoyable! Best service. David and Victor were also super waiters at the pool. We also took pilates with Diana and it was an amazing class. It was our first time doing pilates. We started with beginner moves and progressed to some more challenging moves. She was a great instructor. I cannot wait to come back and take pilates again with Diana.
It was a birthday trip from my girlfriend and it was much more than what we expected. We were totally blown away! It was great and the service was impeccable. We enjoyed everything from the time we arrived to the time we left. They sure know how to make you feel special, especially on your birthday! My woman and I were very pleased and satisfied. Wouldn't have traded the experience for nothing in the world. Oh and Not one piece of food was nasty! Everything was so good and being from Louisiana we expected a little less honestly... However EVERYTHING we ate was delicious! Major shout-out to Noel, who helped us out a lot and our boy Miguel behind the pool bar!! 10/10 Truly amazing and one for the books!
Tomas was the best advisor ever. Please give him a raise of $1million dollars because he made sure our weekend was perf! He made us feel so welcome and excited to stay at Hyatt Zilara. He was a PERFECT EMPLOYEE!
This was a couples stay and overall this hotel is a very good choice for adults to relax and have nothing to worry about. This was our first stay since missing the past 3 years. We previously had stayed here annually since 2015 and have never been disappointed. There have been a number of changes which we notice since then. Some are for the better and some of the changes are not quite as good, but anyone new to the hotel will not notice and probably will be happy with their experience at Hyatt Zilara Cancun. On the positive side the accommodations are very nice with large rooms all with ocean views and balconies. There are enough food choices at the different restaurants, though after a longer stay of 5+ days, you may be longing for different dining options. An Italian restaurant would be a welcome addition to this hotel. Overall the food is good, though I would not say it is exceptional. It is an all-inclusive and while I have had better food at other all-inclusive hotels the food here is well prepared and most people should find a variety of tasty dishes. The Beach is very nice here with lots of frontage and beautiful Cancun ocean views. Getting an unreserved beach cabana can be a challenge which is the unfortunate typical case at most of the popular beach resorts. There is no getting around an early morning towel run and personal belongings placed on your cabana to have something available after 10 am. Of course you can also always pay the $30-$40 daily to reserve a cabana and have less stress! This hotel has a very well equipped modern gym and an amazing lap pool with beautiful lagoon and sunset views! The staff was always friendly and provided professional courteous service. My wife and I do intend to return next year so that is the best recommendation I can give; our desire to return once again! …
My husband booked this for our honeymoon and it had everything we were looking for! Some of the key highlights for us; the friendly staff who were VERY attentive, the room cleaning which happened regularly, the restaurant options were great (although need more veggie options within), the entertainment was engaging and all the little details like hammocks on the balcony and jacuzzies in the bedroom. A special mention needs to be made for the amazing entertainment staff - Tommy, Carlos, Brian, Ernesto, Sarah, Richie and Alonso! They make the time around the pool fun by getting you involved in activities (if you want to), make sure to greet you everyday and get to know all the visitors, help with all the evening entertainment and making sure that you are having fun in general! We also did an aqua combat session with Diana who was brilliant and made it fun because exercise is never enjoyable when you just want to relax, but somehow she managed it! The staff overall seem to remember what drinks you like, what food you like and generally make you feel like royalty, so if you are looking for a luxury resort this is the place to book!…
We went to this resort for our 10-year wedding anniversary, and we were pleasantly surprised. The service, food, cleanliness, activities and just the resort in general was awesome. We are already planning our next trip and won't be going to any other resort.
The resort is beautiful and the staff are so warm and friendly! Absolutely loved our stay would highly recommend! Would love to go back in the future with friends as I feel the resort would be even more fun with a bigger group of friends and family! The location was also great, only negative was that the information given in the check in process wasn't quite accurate and a little misleading. Marco and Sergio were also amazing at the Maria Marie Restaurant which my husband went to 3 times during our stay!