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“Rooms, View, Food Still Outstanding!”

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Hyatt Zilara Cancun
Ranked #5 of 182 Hotels in Cancun
Certificate of Excellence
Severn, Maryland
Level Contributor
1 review
common_n_hotel_reviews_1bd8 6 helpful votes
“Rooms, View, Food Still Outstanding!”
5 of 5 bubbles Reviewed 12 August 2014

I have been a member of Real Resorts since 2007, and was worried that the quality of "my beloved Royal" would diminish after the Hyatt aquisition. While a few things have changed (not sure what they did with all the cushy throw pillows in the bedrooms or nice tableclothes at Maria Marie), overall my family continued to love the resort. The food, particularly at Asiana and the Chef's Plate, was fantastic, and the new theme nights for the buffet give diners more choice. We love the ice cream now, and it's nice that it is now offered at the Cafe at all hours of the day! Luis and his team at Pelicanos really took care of us our last night, with sumptuous grilled seafood plates. Chuy was wonderfully attentive at Spice during breakfasts. Perla was an outstanding massage therapist. Finally, the member services team worked hard to accomodate our 18-member group. Overall, another fantastic week...looking forward to the next time! :)

Room Tip: All of the rooms are ocean view, so any room you choose will be great!
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  • Stayed August 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Crashanderson
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, 13 August 2014
Dear Crashanderson,

Thank you very much for allowing us the privilege of hosting you and your group once again at Hyatt Zilara Cancun.

We are thrilled to know that we were able to meet your high expectations once more with the great rooms, beautiful view, delicious dining with even more variety for dinners, as well as excellent service.

Thank you very much for pointing out so many of our valued associates and be assured that we will communicate your motivating words to every single one of them, especially Luis, Chuy and Perla.

Thank you very much for your feedback and we cannot wait to welcome you again during your next trip to Cancun!

Sincerely,

Alfonso Jarquin
General Manager
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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 (1,325)
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English first
Southlake, Texas
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed 11 August 2014

Stayed 4 nights with my husband and two older teenagers. We had two joining rooms and one was a premier ocean view (well worth the upgrade).

The service the entire say was EXCELLENT and the staff was extremely friendly. The room was great and it was awesome to have 24 hour room service!

The beach was wide, unlike some of the other hotels in Cancun. Never a problem getting chairs or lounges at beach (the pools take a bit of planning/reserving early in the morning if you want to hang out during the day).

We had visited some other resorts while we were there just to look around. It really confirmed we made the right choice. The resort is a great mix of luxury, convenience and authenticity.

We loved the free wi-fi and took the bus everywhere (senor frogs, mkt 28, etc.)

  • Stayed July 2014, travelled with family
    • Location
    • Cleanliness
    • Service
Helpful?
4 Thank Sophie_201201
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, 13 August 2014
Dear Sophie_201201,

It was a great pleasure to host you and your family for your recent vacation.

We are excited to know that you had the best vacation while enjoying the great rooms, beautiful beach with plentiful cabanas, as well as excellent service.

Thank you very much for sharing this positive review and we are very much looking forward to welcoming you again in the near future for another luxury 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
Level Contributor
39 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
3 of 5 bubbles Reviewed 11 August 2014

My wife and I are to staying here currently. The food is ok but I feel like tapas and Maria Maria are the best, but are only open for dinner.
We have had a problem with the room above making noises. I told staff but they seem to not care once you are checked in.
Room service is good but had a small communication problem and did not receive part of a order.
The best part of the trip so far is Guatelupe she is the best for beach drink service.
Maybe it will be better we still have 4 more days.

  • Stayed August 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank inks11cls
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, 12 August 2014
Dear inks11cls,

Thank you very much for choosing Hyatt Zilara Cancun for your well-deserved vacation and for sharing your comments and concerns with us while still being at the resort.

While we are very happy to know that Guadalupe has been providing you with great service throughout your stay we are truly sorry to read about the communication issue you experienced with room service and especially the noise caused by the room above you and the lack of follow up you experienced by our associates in regards to the resolution of this matter.

We would very much appreciate if you could contact our Chief Concierge Marcelo Peon so he can assist you personally and assure you can enjoy the remainder of your stay at its fullest.

Once again, thank you for bringing your concerns to our attention and allowing us the opportunity to assist you and to assure you have the wonderful vacation experience you deserve.

Sincerely,

Alfonso Jarquin
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 11 August 2014

my wife and i took a long time to decide where to celebrate her birthday and our 6th wedding anniversary. after a lot of back and forth we decided on Cancun and on the Hyatt Zilara. from the day we arrived until the day we left we were pleasantly surprised that we had chosen so well. every aspect of our stay at the hotel was pleasantly rewarding. our first meeting with the hotel staff person Jerry Ortiz gave us an understanding of how our visit would be enhanced by taking advantage of hotel amenities and staff. speaking of staff we have never had the experience of staff being so focused on customer satisfaction. never. every encounter with the staff was an encounter with a smile and a willingness to address even the slightest hint of a want or need. as a business owner it provided me a model to emulate.
the hotel itself was also surprising. the room was enormous and provided a grand view of the beach and the ocean. the whirlpool in our room was a very welcome addition. the bed was comfortable and welcoming, everything about the room was great. on to the food. we tried several of the restaurants on the hotel grounds but kept coming back to Spice. Spice is located in the main hotel and provides buffet style meals with dinner themed differently each day. one day there was Indian, another Vegetarian and so on. the wonderful thing about this is you still had access to many other deliciously prepared foods. so on the Vegetarian night there were meat, chicken and fish dishes available. after five days we were not ready to leave but leave we did. but not without noting our room number. we want the same room when we come back next year.

  • Stayed August 2014, travelled as a couple
    • Value
    • Cleanliness
    • Service
Helpful?
1 Thank paul C
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, 13 August 2014
Dear paul C,

Thank you very much for allowing us to be part of your special celebrations and for taking your time to share your experience with us.

We are truly happy to read that you had a truly wonderful and memorable vacation while enjoying the comfortable accommodations with amazing view, delicious dining, especially the great variety at Spice and the great service provided by dedicated associates, such as Jerry.

Our associates will be very proud to know that their personalized service so positively influenced your stay.

Thank you once again for your feedback and we cannot wait to welcome you back next year for another great 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
Atlanta, Georgia, United States
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
4 of 5 bubbles Reviewed 11 August 2014

For some reason I'm having a hard time getting a clear thought on my feelings for this resort. When my friend and I looked into this All Inclusive pkg we purchased a premium ocean view suite. Keep in mind, your your status is based on the level of room you stay in so we were about mid grade. Prior to our arrival the hotel arranged for an upgrade to Premium Ocean Front. The courtesy upgrade was awesome! We were in room 820, which was the "penthouse" floor dead smack in the middle of the resort so the view was amazing!! The room and the amenities were very nice, all luxury bath products and premium alcohol. The cleaning staff was very attentive to our needs, and made sure they knew our routine, preferences and had our room stocked and made up the way we liked daily without asking. At check in we were asked about special pillows, there were about 5 different options of premium pillows and we were allowed to pick as many as we liked which was nice. We also had our choice of aroma therapy scents with our nightly turn down service. My favorite part of the room was the bathroom shower, it was a large steam shower that could probably fit 4 adults with a rain shower and multi jet system.....OMG!!!! The restaurants were nice and all the food was pretty good. My favorite restaurant was Pelicanos and my favorite snack was the diy nachos at the snack bar. They also had a great selection of alcohol in there to mix up your own cocktail. The beach was heaven and the cabanas were a nice option since the sun was blazing. Our beach server Moises was the best and took very good care of us for hours without missing a beat. The resort was very clean and the staff was always attentive and courteous. The alcohol was top shelf and not watered down (I stayed at the same resort in Playa and the alcohol was watered down). Since I'm a beach person, I could appreciate that the resort is not too crowded and there were chairs and cabanas available even tho we didn't wake up at 6am to claim them.

Now the cons: Escobar, our personal concierge was was waiting for us upon arrival. We arrived at the resort about 10 am and although a reasonable wait time was expected, Escobar hoped he could get us in about 1pm. Well, we didn't check in til 4:30. He never gave us any advice on what to do in the mean time. At about 2p I finally had to ask to have access to our bags so we could get our swim suites because it was 100 degrees inside and out of the resort. I mention those premium pillows we picked out, well when we got into our room they weren't there. When we called the front desk to request them it was very difficult to re order them and the guy was very rude. The TV guide had a list of "English" stations and most were still Spanish speaking. Part of our upgrade we had access to special dining options. They make you make your reservation at check in because they book up. Well, we missed one because of too much of that prime alcohol I spoke about and the one we were most looking forward too was closed the day we had reservations. Although, we planned to visit the spa we were offered a discount to make a reservation at check in....fine. But, when we got to the spa the preferences we had were not met because they were not offered, mean while we were asked specific questions to make the visit more pleasurable. Oh, and we had 2 appointment and when we went there were only 1. We missed most of the shows because we were never told about any of them. We stayed away from the pool for 3 reasons: 1. It was too small and over crowded. 2. Over crowded meant you had no chance of finding a cabana or a lounger. 3. It felt more like hot bath water, than a refreshing pool. The one thing that disappointed me the most was the cabana situation. There were a ton of cabanas on the beach, no one ever mentions how the system works until you get kicked out and then you realize some are free and some are reserved. The reserved ones have a room # on the inside so most ppl didn't seem to know that. You have to walk the beach to see which ones are free to use. What I realized was our room level was entitled to a reserved cabana once during our stay (comp, otherwise it's like $60 pd) and we were never told that when we checked in. Thank goodness the resort was not that crowded so if you have the energy to walk the hot beach and look for an clean and avail one you are in good shape. I stayed at the Royal (it's previous name) in Playa a few years ago so I kinda knew what to expect as far as the look and feel. This resort is definitely much better than the one in Playa, and they make a fair attempt take care of you, but their level of communication was my biggest issue and it just left too much room for inconsistencies in the expectation. Was it a good experience overall, yes. It wasn't great tho, which I would expect. Would I recommend it, yes. Would I go back, no!

Room Tip: All the rooms have good views of the ocean. But, the higher rooms with the lower room numbers are be...
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  • Stayed August 2014, travelled with friends
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank DvonF2791
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, 12 August 2014
Dear DvonF2791,

First of all thank you very much for allowing us the privilege of hosting you at Hyatt Zilara Cancun and for sharing your detailed review with us.

We are truly sorry to read about the areas of opportunity you encountered during your recent visit, especially the lack of communication you perceived, which resulted in some of your expectations not being fulfilled.

Please be assured that the issues you raised have already been addressed and the appropriate corrective measures have been taken.

We are however, very happy to know that you did very much enjoy your upgraded suite with luxurious amenities and amazing ocean front view, delicious dining options with your favorite restaurant being Pelicanos, plentiful beach cabanas available and great service provided by our associates, such as Moises.

We would like you to know that we will share you kind words with them and I am certain they will be very proud to have influenced your vacation experience positively.

Thank you very much for recommending us and we hope you will allow us another opportunity to host you in order to provide you with the excellent vacation you deserve.

Sincerely,

Alfonso Jarquin
General Manager
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Tallinn, Estonia
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed 10 August 2014

It was amazing holidays! We were there with friends and spend unforgettable 10 days in Hyatt Zilara. Restaurants was really high class! Everywhere was very delicious. Staff was really friendly and always helpful! Great view to the sea from all rooms. We want to say one more time thanks to all staff in hotel! We will back definetely !!!!

Room Tip: Swim up suite it really amazing!!!
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  • Stayed March 2014, travelled with friends
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Den1s76
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, 12 August 2014
Dear Den1s76,

It was a great pleasure to have you and our friends as our guests at Hyatt Zilara Cancun and we are excited to know that you had a fabulous vacation experience while enjoying the upscale restaurants, gorgeous views and personalized service.

Please be assured that we will share your motivating comments with every single one of our associates.

Thank you very much for your positive 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
Seoul, South Korea
Level Contributor
112 reviews
56 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
4 of 5 bubbles Reviewed 10 August 2014

Checked into the hotel 3 days ago and will check out on Wednesday, 3 days from now.

The location is at the hotel zone. Best Day took me to the hotel, little slow in processing, but major problem for a private shuttle.

The check in was smooth and was upgraded to the ocean front junior suite. The rooms are roomy with jaccuzi tub in the bedroom area. Nice oceanview of the Carribean Ocean. Staffs in the hotel seem to be eager to serve the customers.

However, since it is all inclusive type of the hotelyou should be aware of the fact that if you want to reserve reservations at the Asiana Sunset Restaurant, Chef's Plate or Maria Marie, you should do in advance because it is not possible to do so for the arrival day and a day after as well.

First night, we went to Asiana Sunset restaurant. They have teppanyaki table with little shows, and you do need reservation to be seated in those tables. They had mixture of Japanese, Chineses and Thai, but the Japanese sushi and noodles seem to be the main. We have tried the most of Japanese dishes. How was it? Well, it's not definitely authentic. Sush meant the rollls, not true sushi. Interesting choice of wording for the menu. I didn't know that pot sticker and gyoga were different one. According to the menu, gyoza is the stemaed dumpling while pot sticker meant pan fried. However, if you order gyoza in Japan, USA and Asian countries, they came pan-fried. Udon and soba noodles were thin and came from the boiling of dried noodles. It's amazing that they didn't get any complaint from Japanese customers. Wasn't in mood to try dessert there!!

24 Hours Hors d'oeuvres VIP lounge offered various deserts and snacks with different game tables. The coffee House was under maintenance.

Next morning, we went to Spice for breakfast. It's buffet with 2 omelete stations. Nice juice station with fresh fruits and vegetables; fresh juice was created right in front of you. Otherwise, nothing special about the buffet breatfast.

Nice beaches and pools. You will enjoy the three different colored Carribean ocean, breathtaking!! The water is not even cold.

Lunch at Pelicanos was OK. Had a create your own type of cheese burger while my wife had salad and shrimpt dish. Nothing special.

For dinner, we went to Tapas and Pntxos, Spanish cuisine. They had various type of tapas, but not tasty enough to go for the second time.

This morning, we went back to Spice for the breakfast, and not much difference from yesterday. We tried parasailing, and it was fun.

Cabanas around the pool and beaches are abundant, and if you want to secure your own, it is safer to move early in the morning.

For lunch, we went back to Asiana Sunset Restaurant. Again, disappointed by the not so authenticity of foods they serve there. Because of it, we are going out tonight to experience the authentic Mecican foods!!

Tomorrow, we are going to play a round of golf at the Riviera Cancun golf course. As a part of all inclusive package, the golfing fee is about USD 95.00 with cart and everything else. The concierge arranged this as well as dinner reservation outside of the hotel. However, she told me that we have to pay about 33 USD for the transportation to the golf course in the morning, but the return will be provided by the golf course. We have booked the couple massage tomorrow afternoon.

So far, no problem in the room and other facilities.

Problems included not so high quality foods that do not motivate me enough to go for teh second time. The wine selection is also limited. You have to pay even for the wines frmo Mexico!! They served the Spanish wines as house wines!! Again, no real desire to go for the second glass!!

One more problem. What's included in all-inclusive package is not really clear. Each concierge seems to have different answers and information.

Good things. No problem of communication in English. They even have the exclusive Japanese concierge; must be lots of Japanese customers. All the staffs were friendly and smily, and they were eager to assist the customers although here and there, there were small number of employees that are tip-oriented so that they were only motivated by tips!!

Will write the second review upon the completion of my stay in 3 days!!

Room Tip: Some noise from the above for chair dragging! I gues high floor is better?
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  • Stayed August 2014, travelled as a couple
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank irxraydoc
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, 12 August 2014
Dear irxraydoc,

First of all thank you very much for taking valuable time out of your vacation to write this detailed review about your experience until this moment.

We are truly sorry to read that you felt dining arrangements were booked up quickly, that you felt disappointed especially with the dining at Asiana not being to your liking and especially that you perceived the inclusions of the all-inclusive are not being communicated clearly enough by our Concierge team.

We are however happy to know that you very much enjoy the beautiful pool and beach area, as well as the fun activities.

Please be assured that we will do everything possible to assure your entire satisfaction during the remainder of your stay and please do not hesitate to contact us if you require any assistance.

Thank you very much for allowing us to host you and we hope you are having a great end to your vacation experience.

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

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