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“Booked when it was The Royal” 4 of 5 bubbles
Review of Hyatt Zilara Cancun

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Hyatt Zilara Cancun
Ranked #3 of 181 Hotels in Cancun
Certificate of Excellence
Parsons
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Booked when it was The Royal”
4 of 5 bubbles Reviewed 3 February 2014

I am at the resort now. Getting the room I booked was a two day ordeal,which according to the reviews seems to be the normal here. Why would anyone want to sleep in separate beds on there honeymoon. Finally got in a room with one bed.

  • Stayed February 2014
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank Miketn3022
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, 27 February 2014
Dear miketn30022,

First and foremost we would like to thank you very much for the time you took to share with us your feedback. Our guests comments and observations, such as yours are vital for improving the details in our services.

We are delighted to know that you had a wonderful overall stay with us, and that our associates were able to provide you with the excellent service all of our appreciated guests are accustomed to.

However we do apologize for any inconveniences you may have experienced during you visit, please rest assure that we have revewd this with the corresponding departments for the immediate corrective actions to be taken.

Once again thank you for your appreciated feedback, we hope your travels bring you back to Hyatt Zilara Cancun very soon to demonstrate the continuous improvements that allow Hyatt Zilara Cancun to provide authentic hospitality to all its distinguished guests.

Best regards,

Monica Roberts
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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5,060 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    5 of 5 bubbles
  • Service
    5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (1,291)
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English first
Lake Saint Louis, Missouri
Level Contributor
9 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
4 of 5 bubbles Reviewed 3 February 2014

After 3 trips to the Royal in Playa, we wanted something different, but not that different. Booked the trip in November and we a little alarmed that it changed hands later in the year. We love the Royal in Playa, so we had high expectations.

It is better in some ways and not as good in others.

The location close to the airport was great. The views from every room were spectacular. Pool is better. Rooms seemed a little larger.

Food was not quite as good and fewer restaurants. Cancun is much bigger and we needed a cab to go everywhere, unlike Playa.

Staff were about the same, all very good. Entertainment in the evening at both places is ok.

It is great to have a choice, real hard to decide which we liked better.

Don

  • Stayed January 2014, travelled with friends
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
4 Thank Montiemoo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, 27 February 2014
Dear montiemoo,

First and foremost we would like to thank you very much for the time you took to share with us your feedback. Our guests comments and observations, such as yours are vital for improving the details in our services.

We are delighted to know that you had a wonderful overall stay with us, and that our associates were able to provide you with the excellent service all of our appreciated guests are accustomed to.

However we do apologize for any inconveniences you may have experienced during you visit, please rest assure that we have revewd this with the corresponding departments for the immediate corrective actions to be taken.

Once again thank you for your appreciated feedback, we hope your travels bring you back to Hyatt Zilara Cancun very soon to demonstrate the continuous improvements that allow Hyatt Zilara Cancun to provide authentic hospitality to all its distinguished guests.

Best regards,

Monica Roberts
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Pittsburgh, Pennsylvania
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 3 February 2014

Just got back from a quick 3 night stay. We had a WONDERFUL time. It was extremely calm and quiet, great weather and the staff was absolutely remarkable. The food options were plenty and very good at that. We never had a problem with being hungry. The rooms, the lobby, the pool and beach were all clean. I can't say it enough, though; the staff is what really makes this place what it is. Everyone was very polite, professional, hard working and curteous. We tipped after each meal, even though it says tips included. If we make it back to Cancun, this is where we will stay.

Room Tip: Be on the south end of the hotel and on a high floor
See more room tips
  • Stayed January 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank ESFLMF
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, 27 February 2014
Dear ESFLMF,

First and foremost we would like to thank you very much for the time you took to share with us your feedback. Our guests comments and observations, such as yours are vital for improving the details in our services.

We are delighted to know that you had a wonderful overall stay with us, and that our associates were able to provide you with the excellent service all of our appreciated guests are accustomed to.

Once again thank you for your appreciated feedback, we hope your travels bring you back to Hyatt Zilara Cancun very soon to demonstrate the continuous improvements that allow Hyatt Zilara Cancun to provide authentic hospitality to all its distinguished guests.

Best regards,

Monica Roberts
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Harrogate, United Kingdom
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed 3 February 2014

we have just returned 2/2/14 from a fantastic 2 weeks at the hyatt from the bell boy to top management can not rate it high enough' nothing is to much trouble for them . This was our first holiday in cancun and at the hyatt it will not be our last can not understand a lot of the comments made as the rooms are out standing restaurants spotless food got better as time went on if you tell them they do something about it . There is special people i would like to mention as they made our holiday complete there is cupel and baak from the bar what a fantastic pair are these two made us laugh and never left our glasses empty plus the other guys to many to mention miriam who seemed to work every where diaz frankie speedy is the word for these two fantastic lads the last one is enrique brizuela who is one of the managers nothing is to much trouble no matter how little or how big this gentleman will do everything in his power to sort it' over all fantastic holiday thank you will be back

Room Tip: all have excellent views
See more room tips
  • Stayed January 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
4 Thank ann m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, 27 February 2014
Dear ann m,

First and foremost we would like to thank you very much for the time you took to share with us your feedback. Our guests comments and observations, such as yours are vital for improving the details in our services.

We are delighted to know that you had a wonderful overall stay with us, and that our associates were able to provide you with the excellent service all of our appreciated guests are accustomed to.

Once again thank you for your appreciated feedback, we hope your travels bring you back to Hyatt Zilara Cancun very soon to demonstrate the continuous improvements that allow Hyatt Zilara Cancun to provide authentic hospitality to all its distinguished guests.

Best regards,

Monica Roberts
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Kingston
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 2 February 2014

My wife and I enjoyed a 10-day vacation at the Hyatt Zilara. This was our fourth stay at this hotel, but the first time since the change in ownership last November. Apparently, all of the negative reviews of the past three months have been addressed, as we did not see any decrease in the excellent service and value for money that we have come to expect over the years. Same friendly staff and excellent food, with some welcomed new items on the menus. Special thanks to Laura, Marcello, and Gina of Real Member Services for helping make this another great winter vacation. We look forward to coming back next year!

Room Tip: We stayed in one of the swim-up rooms --- a bit more money, but well worth to have your own private...
See more room tips
  • Stayed January 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Pierre F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, 27 February 2014
Dear Pierre F,

First and foremost we would like to thank you very much for the time you took to share with us your feedback. Our guests comments and observations, such as yours are vital for improving the details in our services.

We are delighted to know that you had a wonderful overall stay with us, and that our associates were able to provide you with the excellent service all of our appreciated guests are accustomed to.

Once again thank you for your appreciated feedback, we hope your travels bring you back to Hyatt Zilara Cancun very soon to demonstrate the continuous improvements that allow Hyatt Zilara Cancun to provide authentic hospitality to all its distinguished guests.

Best regards,

Monica Roberts
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Coquitlam, Canada
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 2 February 2014

We just returned home from our week at the Hyatt Zilara Jan 25-Feb 1.

We had an amazing time! The hotel is beautiful! Everything was great and first I have to make mention of some very special staff members who made our stay that much better:
My favorite Luigi at Spice (he also took care of us at the White Sands Party and was an absolute pleasure!) Porfirio at Maria Marie's (we went there twice and I would be hard pressed to get better service at any restaurant at home), Mario and Charlie at Tapas & Pinxos, Mark and Miriam at the pool and Manuel at the Coffee House. Cuve at the lobby bar made the best Mojitos I've ever had! Julio at Asiana was awesome and also Jair at Asiana, who put on an exceptional Teppanyaki show for us - he puts the Japanese chefs here at home to shame with his skills! These people especially stood out from the rest and went above and beyond to give exceptional service and should be rewarded!!!!

The Rooms: spacious, clean and all have a big jetted tub and are all ocean facing - you will have an amazing view no matter which room you stay at. I'd suggest you ask for a room that is away from the lobby area if you plan on turning in early or having an afternoon nap as the sounds from the lobby and music can be heard in these 2nd and 3rd floor rooms. Sara was our housekeeper all week and she did an exceptional job in our room.

The Restaurants: we did not have one bad meal at any of the restaurants - Maria Marie's was especially good as was Asiana - Spice had great selection for breakfast, lunch and dinner as did Pelicanos. The 24 hour lounge was good for a quick late night snack and the Coffee House had great specialty coffees, shakes and the ice cream was to die for!

The Pool: it's a bit too warm for my liking but very clean and beautiful - you can always go for a refreshing dip in the ocean instead. The towel game to reserve seats and cabanas starts at 5am so be ready to wake up early for a prime spot. There were always plenty of spots by the pool and at the beach otherwise. The swim up bar could be in a better location but was still great.

The resort has evening shows nightly and they really put together a great show, different every night. I would suggest to the hotel to organize more beach type parties like the White Sands Party where people can dance. The drinks were all top shelf and you only needed to ask for a specific brand and you got it. The hotel should consider having more wine selection and so we did purchase a few bottles of better wines for our dinners at the restaurants.

The only complaint that I have is the repetitive music in the lobby area - they replay the same few songs all day every day which I found annoying but other than that, this hotel did not disappoint in any way! We would highly recommend staying here and would definitely come back again! Well done Hyatt Zilara and especially to the staff members who took care of us all week!! We miss it already!
Anna & Anthony

Room Tip: Rooms on higher floors and away from the lobby area are quieter.
See more room tips
  • Stayed January 2014, travelled with friends
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Anna A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, 27 February 2014
Dear Anna A,

First and foremost we would like to thank you very much for the time you took to share with us your feedback. Our guests comments and observations, such as yours are vital for improving the details in our services.

We are delighted to know that you had a wonderful overall stay with us, and that our associates were able to provide you with the excellent service all of our appreciated guests are accustomed to.

Once again thank you for your appreciated feedback, we hope your travels bring you back to Hyatt Zilara Cancun very soon to demonstrate the continuous improvements that allow Hyatt Zilara Cancun to provide authentic hospitality to all its distinguished guests.

Best regards,

Monica Roberts
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
North Bay, Canada
1 review
common_n_hotel_reviews_1bd8 11 helpful votes
2 of 5 bubbles Reviewed 1 February 2014

Just returned yesterday January 31/14 Let me start by saying this resort is beautiful, with one of the best beaches my husband and I have ever visited and we travel yearly. The big disappointment was our room situation and the food. When we checked in with our friends one of our rooms was not ready because of an air conditioning problem. We were upgraded to a swim up suite for the night and were instantly given an up sell spiel to upgrade to a corner suite for an additional $300 per couple. We declined and had to go back the next day to check out of the swim up room and move into our other room, only to find out that our rooms had two double beds in them, that looked like twins. They tried to convince us that they were queens. When we complained they told us they could get someone to push the beds together for us! And that they would not have a room with a king bed until the following day. We had been there two days and wanted to get unpacked besides every encounter at the front desk trying to sort this out took an hour to an hour and a half out of our day. We were told that it was the travel agent who booked us into a dbl room. This is an adult only resort, the fact they had two beds in rooms was a little odd. I didn't go on vacation with my husband to sleep in separate beds! We both did not fit in the double. After two days we moved to a king room, beautiful room except there was construction going on in the rooms beneath us. When we would come from the beach to relax before dinner, when we entered our room we were met with strong smell of glue or caulking that was coming from below. Hammering, drills going it was rediculous! We did not complain because we felt it would do no good. We paid $4,500.00 for this trip and could not get a decent room. The only restaurant we truly enjoyed was Asiana's Bob was funny and made dinner fun. If you want to eat lobster a staple at every other all inclusive I've been to cost an $28.00 charge to your credit card. There was a restaurant Chefs Plate that we were not allowed to book because we did not upgrade, never have I experienced this anywhere else we traveled to. Breakfast at spice was good also. The service was excellent on the beach, Guadalupe was absolutely fabulous she made our trip. We booked this resort based on a recommendation from a friend who had been there when it was The Royal. I certainly would not return or recommend this hotel to anyone.

Room Tip: Make sure you ask for a king bed, and stay away from rooms 203-204 that section is under renovations...
See more room tips
  • Stayed January 2014, travelled as a couple
    • 1 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
11 Thank Nancy P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MRobertsZilara, General Manager at Hyatt Zilara Cancun, responded to this review, 27 February 2014
Dear Nancy P,

First and foremost we would like to thank you very much for the time you took to share with us your feedback. Our guests comments and observations, such as yours are vital for improving the details in our services.

We apologize for the inconveniences you experienced during you visit, please rest assure that we have revewd this with the corresponding departments for the immediate corrective actions to be taken.

Once again thank you for your appreciated feedback, we hope your travels bring you back to Hyatt Zilara Cancun very soon to demonstrate the continuous improvements that allow Hyatt Zilara Cancun to provide authentic hospitality to all its distinguished guests.

Best regards,

Monica Roberts
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

Property: Hyatt Zilara Cancun
Address: Blvd. Kukulcan Km 11.5 | Zona Hotelera, Cancun 77500, Mexico (Formerly The Royal)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Fitness Centre 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 Spa Hotel in Cancun
#3 Luxury Hotel in Cancun
#3 On the Beach Hotel in Cancun
#3 Top resorts 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 18). 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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