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“Disappointed” 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
London, United Kingdom
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
“Disappointed”
4 of 5 bubbles Reviewed 25 August 2014

2nd trip to this hotel was here in 2012. I have to say since Hyatt too over standard has declined. Having stayed here before when it was the Royal we returned only to be disappointed that Hyatt has not maintained the high standard we found in 2012.
Reception staff is less helpful. Breakfast food selection is good, evening choice is very limited.
Website information on rooms no longer accurate and staff only say it's going to be updated, should be updated straight away. We have recommended this hotel previously however now Hyatt is running it will not be recommending this hotel in future.

Room Tip: Get confirmation from travel agent that you the room you pay for as website inaccurate.
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  • Stayed August 2014, travelled as a couple
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Service
Helpful?
6 Thank Jacky N
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, 28 August 2014
Dear Jacky N,

It was a truly pleasure to host you for your 2nd visit at Hyatt Zilara Cancun and appreciate you sharing your feedback with us.

We are truly sorry to read that you felt disappointed with your experience, especially that you found the information on the website to not be updated, the front desk staff being less helpful than before, the choices during dinner being more limited and that you perceived a general decline in standards.

Please know your comments are very much appreciated as they allow us to detect areas of opportunity and to continuously enhance your services.

We sincerely hope you will allow us another opportunity to host you in the future in order to provide you with the excellent experience you and all our valued guests deserve.

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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Rating summary
  • Location
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  • Cleanliness
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Lincoln
Level Contributor
61 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 70 helpful votes
5 of 5 bubbles Reviewed 25 August 2014

We had our honeymoon at the Hyatt Zilara for 2 weeks at the beginning of August.

We booked the hotel in April 2013 when it was still ‘The Royal’, after reading the terrific reviews about the venue and the facilities offered.

In October 2013, the hotel changed ownership and became the Hyatt Zilara. With this change, the hotel dropped its position on Trip Advisor from 7 to 65 (or something similar). This made us incredibly worried about continuing with our booking to the hotel. In fact we almost cancelled the reservation and moved hotels.

Fortunately we didn’t, and over the following months, we watched the hotel climb the reviews to its current position of #9. Let me say that our initial concerns were completely unfounded and this hotel is an absolute gem.

Having done a lot of research during this transition period, we were able to contact the hotel in advance and make dinner reservations and upgrade our room so everything was all in place for when we arrived.

As it was our honeymoon, we were in contact with Yunuen Escobar, the hotel’s romance concierge. His professionalism and care made sure everything was perfect for our stay at the hotel.

Arriving in Cancun after a 10.5 hour flight and long immigration queues at the airport, we were pleased we’d booked a private transfer to the hotel, using their Lincoln Navigator service. A chauffer was waiting outside arrivals for us, dressed in the Hyatt uniform, making him easy to find. He took our cases and we began the short (15 minute) journey to the resort. Having an air-conditioned comfortable ride made all the difference after a long flight.

When we arrived at the hotel, we were greeted by the concierge who gave us cold towels and Soloman who took us straight to the Romance Concierge check-in, where we were given a glass of champagne whilst we were checked in by Escobar.

Everything had been put into place from our prior emails with him. We were lucky enough to be assigned an Ocean View Double room on the 7th floor (priced at $20 per night). We also made a reservation for the Jazz and Lobster meal on the beach later in the week.

The hotel take a credit card imprint and all bills are settled upon check-out, which was really convenient not having to pay for things as we went.

We were also given a pillow menu to select which pillows we wanted in the room, and a selection of aromatherapy scents for the turndown service.

We headed to our room, 723, which was almost central in the hotel, giving excellent views over the pool, beach and turquoise ocean. The first thing we noticed is how cool the air conditioning was. From being in the outside humidity, it was great to walk into a room which was cool and refreshing.

Our room was a great size, with marble floors, large double bed, 2-person tub and his and hers sinks, alongside a massive shower with rainfall, jets and conventional head.

Our luggage was promptly delivered by the bellboy.

We opened the sliding doors and headed out to the balcony and the breathtaking view.

As it had been a long flight, we decided to order a snack on room service, which was promptly delivered in around 20 minutes and was nice and hot.

The hotel offers a ‘magic box’ where room service food can be placed and then its arrival indicated by a light inside the room. On the occasions we ordered room service, the food was delivered to our door instead, which we thought was better as it allowed the bellboy to set the food up on our table instead of leaving it stacked in the box.

We arrived on a Tuesday, which was also the day of the hotel’s beach party which ran from 5-8pm. The beach was set up with a band, DJ, bar and seating area –which looked great.

We ate breakfast every day at Spice, which we found was great for offering the range of choice to ensure there was always something on offer which we’d like.

There were 2 separate egg stations, cooking omelets, scrambled and fried eggs. For the omelets, you could select what you wanted to be cooked inside them.

Alongside the traditional breakfast items (American crispy bacon, sausages, fruit and cereal etc) there were more ‘weird and wonderful’ things such as chicken, pork and beef fajita filling, meatballs, waffles, freshly made doughnuts and churros.

Table service for drinks was prompt, with a good selection of choices including tea, coffee, fresh juices and mimosas.

The food and beverage options across the whole hotel were fantastic, with a wide selection of international brand alcohol, served in very generous portions.

The lobby bar had the best selection of alcohol, including mescal and tequila, vodka, whisky, martini, wine and cocktails. All of the bartenders were extremely friendly and made drinks really quickly. The margaritas were fantastic – both on the rocks and as a frozen cocktail. Victor was incredibly friendly, funny and VERY generous on the portions he poured. Thank you!

The hotel has an exceptionally large pool (much larger than the neighboring Gran Caribe property). The pool is split into an activity side and a quiet side. There were plenty of sunbeds and cabanas around the pool area (and also on the beach), but as usual, the ‘towel game’ prevailed, meaning that unless you were up at 6am and claimed a cabana, you had no chance of getting one. This wasn’t a huge problem to us as we could always get a sunbed, but there were several days we saw ‘claimed’ cabanas with no one using them. It’s been mentioned many times before on TA about this, but the hotel should really have a better policy of making cabanas available to others after being left for a certain period of time. We even saw personal items ‘claiming’ the cabanas the night before ready for the next day. Throughout the week, we saw the same guests get the same cabanas each day.

The sun beds were comfortable, with an integrated sunshade which was great for keeping the sun off your face.

There was an excellent service from the pool and beach butlers, who would come around to take your drinks order, provide cold flannels, bottles of water, sun cream and even clean your sunglasses. Rafael, Moises, Wendy, Ivan and Guadaloupe amongst others worked extremely hard to ensure everyone was looked after.

Whilst in the pool, we made good use of the Trade Winds swim-up bar, which was great for frozen cocktails and spirits. The bartenders, Uriel and Angel made sure we were never without a drink. It was an excellent experience being able to have a drink whilst looking out over the infinity pool straight into the ocean. Thought there is no displayed cocktail menu, don’t be afraid to ask for anything you want, as the staff will make it for you. Some of the cocktails on offer included Purple Rain, Superman, Mango Tango, Electric Lemonade, Mudslide and the more popular Margaritas, Mojitos and Mai Tais.

Our room was serviced every day by Sara, who always had a smile on her face and greeted us every time we saw her in the corridor. As well as cleaning the room to a high standard, she also made various towel animals for us.

Twice during our visit, our room was decorated with rose petals on the bed and we were given a small Happy Honeymoon cake and a bottle of sparkling wine, which was a lovely touch.

The in-room minibar was well stocked, with a range of coke, fanta, sprite, juices and beer. There were also crisps, nuts and chocolate. Every room also has optics with different spirits in which you can freely help yourself to. The minibar was replenished daily, with additional items being added such as M&Ms, Hershey chocolate, and Pringles.

The hotel also offered a turndown service where the maid refreshed your room, lit the aromatherapy oil, put slippers and dressing gown out for you and put a ‘Bon’ chocolate on your pillow. This was a very nice touch, but unfortunately the service wasn’t consistent. The maids came any time from 4pm onwards up until around 9.30pm. Some days we didn’t get turndown at all, which was a shame, as when it was done, it was very nice.

We did the Steak and Lobster meal on the beach on Friday evening. This was a for a group of couples, who all had private tables on the beach whilst listening to a jazz performer. Priced at $108 per couple, this was extremely good value.

The starter consisted of a lobster tian followed by lobster bisque with a main of steak and lobster tail. The food was of exceptional quality. Our waiter, Jesus, served us very well – he was incredibly friendly and offered to take our photos on the beach too. All of the waiters worked incredibly hard. Fetching food from the kitchen and literally running with trays of food down the beach to ensure they were delivered to you hot, which they were. Everything was done with a smile and without any trouble at all.

Although the hotel is all inclusive, there’s also a paid-for drinks menu, offering a much wider selection of wines and champagnes. The sommelier was on hand at the beach dinner to advise on wine choices if required.

We were lucky enough to get 2 bookings at both the Teppanyaki at Asiana and Maria Marie. Both restaurants offered good service and very nice food.

The first time we ate at Asiana, Jhony was our Teppanyaki chef. It was typical of a Teppanyaki restaurant, offering show cooking of food including chicken, beef, shrimp and salmon with vegetables and egg-fried rice. Sushi was offered as a starter as well as Miso soup. Desserts were also good, especially the deep-fired ice cream.

Both meals at Maria Marie were exquisite. We ate the same food both times because it was so good. The waiter service was incredibly good. Noe served us the first time, and the second we were served by Alfredo. We enjoyed our second visit slightly more as Alfredo knew it was our honeymoon and he arranged for the band in the restaurant to serenade us at our table, and also brought out a special dessert, with ‘Happy Honeymoon’ written on the plate in chocolate icing. He went over and above to make sure we had a good evening, even making us Cointreau coffee. Our mains, rack of lamb and duck breast were both cooked very well.

Whist on holiday, it was my birthday, so my wife had arranged a romantic couples massage in our room on my birthday. This was a 1 hour full body massage for $180 per couple. The spa staff Jose and Josephina came to our room and brought portable massage beds and towels and made us both feel very relaxed. The hour long massage was great, with both staff being friendly and very professional.

The hotel also brought me a small birthday cake to the suite which was a nice gesture.

Whilst at the hotel we were lucky enough to take part in a turtle release. The hotel have a conservation programme which collects and hatches the turtle eggs laid on the beach, and then when they are ready to be released, the hotel release the baby turtles.

A group of guests met with hotel staff on the beach early evening to each name and release a turtle. It’s nice that the hotel are doing their bit to look after the local wildlife rather than making it an ‘attraction’ to the guests.

Throughout our stay, the coffee house and 24 hour lounge were closed for a couple of days for refurbishment. This didn’t cause any inconvenience as the hotel made provision for this, but it’s a shame the facilities were closed as they were both very good.

The 24 hour lounge offered a space with pool and table tennis tables, sofas and a selection of hot and cold snacks, as well as a self-service bar. This was great for grabbing a quick drink once the main bar was closed. There were also 3 large flat screen TVs for watching sports.

The coffee house had a wide selection of cakes, wraps and sandwiches as well as coffees, teas and milkshakes which were made freshly by staff. You could also get ice cream here too.

Entertainment at the hotel was good, with a number of shows taking place in the lobby on an evening. These would finish for around 9pm and then a band would play afterwards.

The entertainment was quite loud, which I could see as being a problem for being in some of the swim up rooms, and floors 2-4 which some of the room entrances opened out onto the lobby area. This is one of the reasons why we wanted a higher floor so the noise couldn’t be heard – something which has been mentioned in other TA reviews. This wasn’t an issue to us, but I can see how some people would find it frustrating having noise until around 11pm.

We booked and travelled with Thomas Cook. Whilst there was a representative at the hotel, we thought that the amount of time she was on-site was minimal – as she also worked at a much larger hotel. We did book activities with her, but I’d recommend booking elsewhere, particularly online (Best Day Travel or Viator) as it was cheaper than the prices TC offered. Our rep had only been working in Cancun for 2 years, so her knowledge wasn’t the best either about the local area.

One thing I’d recommend doing is taking the option to upgrade to Premium Economy seats for the return journey. These were priced at $100 each and was well worth it for the extra leg room and seat width. It’s also worth pointing out that the ‘priorty checkin and VIP lounge’ offered by the rep isn’t worth the money, as it’s sold as being able to pay your departure tax directly at the check-in desk – in reality you have to pay it whilst in the queue to check in, with other travellers who are doing the normal check-in, so it’s not that much quicker.

Whilst being an all-inclusive hotel, we chose to tip the staff who gave us good service – this turned out to be everyone. Tips aren’t expected, but they are appreciated. We saw people who didn’t tip and the service was the same, but we wanted to reward those who went above and beyond to give an excellent service to us.

As a guide, we tipped the following:
Breakfast - $3 per couple
Lunch - $5-7 per couple
Dinner $7-10 per couple ($20 for exceptional service at Maria Marie)
Housekeeping $3/day
Minibar $5 every 2-3 days
Bar $2-3 every couple of rounds

We kept running out of $1 bills, but the bar staff or beach butlers would be able to swap their dollar bills from their tips for larger notes. This was really handy as the hotel front desk were only able to change pesos rather than dollars.

Regarding currency, we read mixed reviews about what was best to take – dollars or pesos. We decided to take the majority in dollars and a small amount in pesos. This worked out well as virtually everyone took both currencies. The only caveat was that change was given in pesos. Not a huge problem.

We’d most definitely return to Cancun again and to the Hyatt Zilara. Everything we experienced at the hotel was perfect. Alan De Blanco (operations manager) has made some really good changes, including replacing the hotel beds and TVs in the rooms.

The following staff deserve special mention for the effort they went to during our stay:
Yunuen Escobar, Sara Fiores (Maid), Daniel (Spice & Pelicanos), Uriel & Angel (swim up bar), Jesus (waiter at beach dinner) Moises (pool butler), Chuy (Pelicanos), Jose & Josephina (spa staff), Johny & Alex (Teppanyaki chefs), Norberto (Pelicanos), Juve & Julio (Asiana) Joan (Tapas), Victor (lobby bar), Noe & Alfredo (Maria Marie) Rafael (beach butler), Soloman (front desk).

Room Tip: All rooms are sea facing although floors 5 and above are quieter.
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  • Stayed August 2014, travelled as a couple
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Service
Helpful?
13 Thank LincolnAndrew
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, 28 August 2014
Dear LincolnAndrew,

We very much appreciate you choosing Hyatt Zilara Cancun for these very special celebrations, despite you initial hesitation and for sharing your detailed and positive review.

Please know we are truly sorry to read that you observed the turn down service to be inconsistent and the procedure for the cabanas not being enforced appropriately.
Be assured your concerns have already been communicated to assure the appropriate follow up.

We are very happy to know that you did not allow these areas of opportunity to affect your overall experience and had a wonderful and truly special vacation while enjoying the luxurious suite with great amenities and gorgeous view, delicious food & beverage offerings and especially professional and personalized service.

Thank you very much for mentioning so many of our valued associates by name and be assured we will share your kind review with every single on of them.
They will most certainly be proud to know they contributed to making this vacation memorable.

Once again, thank you for your feedback and we cannot wait to pamper you again during your next visit.

Sincerely,

Alfonso Jarquin
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Los Angeles, California, United States
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed 25 August 2014

This was our fourth trip to Cancun. It was our honey moon and I was expecting to get a honey moon room ready! The hotel told us that they will make the room ready the day after we arrived which took the excitement away.
Overall I like this hotel the only down side was that you had to literally fight for cabanas. I think the food was good quality compare to the other resorts in Cancun and the staff were friendly. I still prefer to stay at this resort when I'm in Cancun.

Room Tip: This was our fourth trip to Cancun. It was our honey moon and I was expecting to get a honey moon ro...
See more room tips
  • Stayed August 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank AfroozAshleigh
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, 28 August 2014
Dear AfroozAshleigh,

First of all thank you very much for choosing Hyatt Zilara Cancun for your honeymoon vacation and for sharing your experience with us.

We are truly sorry to read that you felt disappointed with the honeymoon decoration being placed in your suite the day after your arrival and that you perceived a lack of availability for cabanas by the pool.

Please be assured that the concerns you raised have already been addressed in order to continue improving our services.

We are very pleased to know that despite these areas of opportunity you very much enjoyed your stay, especially the high quality dining options and great service.

Thank you once again for your feedback and we hope you will allow us another opportunity to host you 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
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 24 August 2014

I stayed at the Hyatt Zilara for a week. I just returned last night. The minute the car service pulled up to the resort we were treated like royalty. Many thanks to Soloman and Andrea. The check in was flawless and we were by the pool within an hour. The food was amazing. I already miss my omelet in the morning from Spice. The beach and pool were beautiful. Many thanks to David. I enjoyed the volleyball game and he was such a great guy! Also thanks to Frankie on the beach. He busted his butt making sure we were well taken care of. Thanks Frankie!!! Finally to Miriam in the lobby bar. You truly made our stay enjoyable and we miss you already!! We can't wait to go back!

  • Stayed August 2014
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank Mominnj820
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, 28 August 2014
Dear Mominnj820,

It was a great pleasure to host you at Hyatt Zilara Cancun for your Girl’s Week and we are truly happy to read about your fantastic experience.

We are glad to know that you were very pleased with the delicious food & beverages, beautiful pool and beach area, fun activities as well as great service.

Thank you very much for recognizing our valued associates such as Solomon, Andrea, David, Frankie and Miriam for their dedication and be assured we will share your motivating words with them. I am certain they will be truly proud to have assisted in making your stay more enjoyable.

We thank you very much for your feedback and cannot wait to welcome you again during your next 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
Elko, Nevada
1 review
5 of 5 bubbles Reviewed 24 August 2014

First I would like to mention how nice the beach is and the weather was perfect....
Second to none was the guest service top of my list. Really. Roberto Luigi Richard Diaz last but not least Tony. those guys went above and beyond to get us anything we wanted really great people thanks friends.
The zilara is a beauty kept very clean we stayed for 1 week should have done 2 our room was the presidential sweet very big room the best we have ever stayed in.
If you are looking for all inclusive the Zilara should be on your list.
The food was always excellent 9 out of 10
The drinks endless
The sand, like powder the water like a bathtub .Lots of activity's all adventures can be set up through best day or aqua world right at the lobby or towel cabana.
we loved our vacation THANKYOU ZILARA.
see you soon

Room Tip: Swim up suite close to beach and right by lobby great view for sunrise
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  • Stayed August 2014, travelled as a couple
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Marc J
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, 28 August 2014
Dear Marc J,

Thank you very much for choosing Hyatt Zilara Cancun for your honeymoon vacation and for sharing your truly wonderful experience with us.

We are excited to know that you had a great time while enjoying the upscale food & beverage offerings, gorgeous beach, fun activities and of course great service provided by our associates, especially Roberto, Luigi, Richard, Tony and Diaz.

Be assured we will share your kind words with every single one of them.

Thank you once again 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
Level Contributor
22 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
4 of 5 bubbles Reviewed 24 August 2014 via mobile

This was our first trip to Cancun. The last two years, we went to Riviera Maya and were spoiled by those 2 resorts. The Hyatt was very good but they missed on some little things.

Check in was quick and smooth. Spoke with the Romance Coordinator at check-in then never heard from him again. We never sought him out for anything either so that was no big deal. He arranged the romantic dinner on the beach but the extra cost was never relayed to me until I checked out and was told there was a $275 charge on my account. It was worth it but I was surprised when I checked out.

POSITIVES:
- great view from the room
- the room was a good size
- room service was excellent and quick
- the pool was nice and never crowded
- the swim up bar was great with no wait
- service and staff were excellent
- the beach was clean and private
- they did a nice birthday surprise at dinner and sent cake to my room
- the gym was adequate for a nice workout
- shower with multiple shower heads and steam was great
- the hotel was close to lots of shopping.

NEGATIVES
- regardless of how low you set the temperature in the room it remained the same. It was comfortable but not cold the way I like it.
- the ice machine on our floor was broke the first 2 days
- the Selection at the buffet (SPICE) was limited
- the room was supposed to be decorated while we were at the dinner on the beach but it wasn't. They did deliver a bottle of champagne to the room a few hours prior to our dinner. Unfortunately we don't drink champagne.
- the soda machine in the 24 hour room didn't work for 2 days and the water was always out
- if you wanted to know what activities were going on you had to check the board in the lobby after Midnight. In the other resorts they gave you a daily calendar of events.
- if you wanted a cabana at the pool you had to be there at 7am
- the AC in the room leaked the last night
- swim up bar closed at 6pm

Overall, We had an enjoyable vacation and the staff made it fun. It was a good place to stay but we probably will not go back again. We will try somewhere else next time.

Stayed August 2014, travelled as a couple
Helpful?
6 Thank Rich W
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, 28 August 2014
Dear Rich W,

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 inconvenience you experienced with the ac in your suite, the ice machine on your floor and soda machine at the 24 hours lounge not functioning correctly, the activities not being announced sufficiently, the swim up bar closing too early for your liking and the charge for the romantic dinner not being announced clearly enough at the moment of booking.

We would like to assure you that we have already addressed these issues with the corresponding department heads for the appropriate corrective measures to be taken and to avoid these kinds of situations in the future.

We are however pleased to read that you still very much enjoyed your overall experience, especially the comfortable accommodations, great pool and beach area, great location and personalized service provided by our dedicated associates.

Once again, thank you very much for your feedback and we hope you will allow us another opportunity to host you in order to provide you with the perfect 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
Toms River, New Jersey
Level Contributor
8 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed 23 August 2014

I would like to take this opportunity to give you my feedback from my recent visit to the Hyatt Zilara. I was there from July 28 to August 4th, 2014. I am a member of the Real Club since 2006 and have introduced six families to the club and all six are now members. Since 2006 I have brought dozens of guests to the Gran Caribe and The Royal/Hyatt Zilara with groups ranging from 8 to 28 guests at a time. I’ve personally stayed at The Royal/Zilara 8 times and 3 times at the Gran Caribe. I want you to know I really know the properties. When word of the conversion from The Royal to Hyatt Zilara came about, I had concerns. In my opinion, The Royal experience “Expect the Exceptional” was the very best vacation destination for my family. Friends kept asking me “why do I keep returning time after time”.

Why: Because we are very satisfied time after time. During the conversion the disparaging remarks on Face book and Trip Advisor were disheartening, but I decided to wait and see for myself. I continued with nothing but positive posts where I could.

As for this trip: All of my reservation activity with the Real Club was perfect with no issues and a great room to go into. The Spa was great and everything by the pool was perfect.

Now let’s talk about my stay: As I said, I was concerned with the transition, so I arrived with a critical eye. Let me say this… “this certainly was my best trip ever”. I could not have imagined anything being better than The Royal of the past !

There were some very noted improvements: Regular snacks offered by the pool, overall poolside cleanliness was well maintained, rooms perfect as usual, general lobby area pristine, changing the time of the show to 8 was very accommodating, upgrades to the coffee shop with an extended variety of food choices was just what was needed to fill in the void between meals, having Spice feature a variety of different ethnic foods is a wonderful surprise and an opportunity to try foods I/we would have never had the opportunity to try, Pelicano’s choices of “build a burger” and homemade ice cream pops were a real treat, Asiana remained top notch as usual, Tapas had some really great choices and the self service appetizers were a mirror to my italian culture of “antipasto” which was so special, Chef’s Plate was great as usual and last but not least, Maria Marie’s remains outstandingly exceptional.

The few changes to the menu: Salsa being prepared tableside at Maria Marie’s, change in the beef and Tequila drinks at the entrance are all amazing upgrades/changes that made a notable difference.

Overall, Hyatt Zilara is “way above” excellent!

Service and the staff:

Alan Del Blanco is by far the very best that Zilara has to offer their guests. Year after year he continues to do a spectacular job being very attentive and “always” makes our visit PERFECT in every way possible. My family and I just cannot say enough about him – he is truly an asset to your staff, your shining star. In all of my personal and business travels, I can honestly say that no other Operations Manager in any location I stayed in can compare to him. He is OUTSTANDING !

Marcelo Peon year after year does an excellent job making sure that “ALL” details of our stay far exceed our expectations. He truly is a tremendous asset to Zilara. Very nice man.

Martin is certainly a great leader and he can be seen all over the resort making sure and directing that everything is running perfectly.

Ramon in Asiana repeatedly year after year continues with his hands on excellent approach to customer service making each visit special.

Luis and Laura in Spice provide excellent service, always gave 150% to make sure we were comfortable and completely satisfied. Every waiter did a great job.

Roberto (the Waiter in Spice) and Victor in Pellicano’s, year after year continue to provide great service with prompt seating and the updates to the menus are great.

We had the pleasure of meeting Jose Saravia. He was very proactive and spent time with us highlighting and explaining the positive changes in the transition to Zilara.

Chef Roberto Betanzos is a great addition to the Zilara culinary staff. We had the pleasure of spending some time with him. He was very attentive, informative and certainly kind hearted. My daughter had some stomach issues (too much food and sun) – he heard this at 10:30pm one evening and he sent homemade chicken soup to her suite which made her immediately feel better. The very next morning he saw my wife and immediately asked about my daughter as he was already working hard in Spice at 7:30am. *This is truly a testament of a concerned and a dedicated employee that really went out of his way (after a long days work) to personally make a pot of chicken soup in order to make her feel better.

Selene Cruzalta Carranza, she to me goes way beyond what is expected. She is very hands on as she ensures everyone’s comfort and satisfaction as evidenced as she visited the tables often during our meals. She knows we are repeat regular guests and spent time with us explaining all of the positive changes to Maria Marie’s. I cannot emphasize her professionalism and attention she paid to every detail and I feel she is one of Zilara’s “best” restaurant managers. Her waiter Noe is a familiar face and continues to really do a great job each time we were there.

Ivan, Rafael, Frankie, Eloisa, Esmeralda and Moses by the pool went out of their way to make sure we were 100% content at all times – these individuals worked very hard to ensure our happiness and comfort at all times.

Miguel Coronel does a great job leading the Entertainment Team that makes each of our visits a success. One of his staff members, David Rodriguez is truly a wholesome, nice gentlemen who single handedly made this trip for our family a memorable one. He is truly as asset to your staff !

Eugen, Gabriele and Raphael in the Real Club continue to “exceed our expectations” and certainly are very hands on making a significant effort to be sure that we were 100% satisfied at all times during our stay.

All and all, I would like to thank YOU for leading such a great team. I tried to meet you, but you were in and out of your office and very busy. Maybe next time I can have the pleasure of meeting with you and personally convey my gratitude to you and your staff for truly making The Royal and now know as the Hyatt Zilara our “home away from home”.

My family and I want to thank everyone for a GREAT VISIT, and I can honestly say that the facility and staff have continued to “exceed our expectations” and we will be back in 2015 as we have already had our annual vacation planning meeting with our family and friends. Get ready because as of now we already have a group of 25+ for our 2015 Hyatt Zilara vacation experience !

Sincerely,
Paul Perillo
(aka “Big Daddy”)

Room Tip: All rooms face Ocean. I love rooms on any floor that are x04-x07
See more room tips
  • Stayed July 2014, travelled with family
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Service
Helpful?
Thank PPfromNJ
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, 27 August 2014
Dear Paul Perillo,

We are truly happy to know that despite your initial concerns you had your best trip to Hyatt Zilara Cancun until this moment and that you very much enjoyed the many improvements that were implemented over the last months, especially in the food & beverages department.

Please know we truly appreciate you mentioning so many of our valued associates who contributed personally to making this vacation truly special for you and your family and be assured we will share your motivating words with every single one of them.

We are all very much looking forward to welcoming you and your family back to your home away from home in 2015 and I hope I will have the privilege of meeting you personally during this stay.

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:
#3 Luxury Hotel in Cancun
#3 Spa 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 
Reservation Options:
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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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