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Reviews (6 722)
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Reviewed 3 weeks ago

We stayed here 3 years ago and maybe management has change? It's still a nice hotel, but no longer "outstanding". Upon arrival, no welcome drink or cold towel for the two of us or our 4 guests that arrived later that day. One of our guests was given a "welcome package" and asked to sit through some sort of sales presentation. Time Share? She didn't go - it was really strange to get this at a Hyatt hotel. Good luck getting a beach towel at 5PM. They close the towel cabana and you have to go to the front of the hotel and ask someone to go find a beach towel - every - single - day. DJ Foam Parties 2 out of the 5 days we were there and they blocked off half the pool chairs and cabanas to charge extra for them. We were okay with the loud techno music for a couple hours but it got old after that. The beach needed to be raked (seaweed) every day but was only raked twice out of the 5 days. We made reservations at Asiana for the hibachi meal. Upon arrival at 6PM they were kinda rude at the host stand to my husband. They kept insisting that our reservation was for 4 people when we clearly made reservations for 5 people. Four of us made the reservation the day earlier while eating sushi at Asiana. We ALL confirmed the reservation was for 5 people. Maybe it was a misunderstanding but they were really kinda rude about it and in the end, there were 4 empty seats at our hibachi table for the entire dinner and empty chairs at the adjacent hibachi table. So not sure why they were being so rude about it. Things that didn't change are the very friendly staff (other than Asiana manager), good food and drinks. The gym is new and improved. Treadmills, free weights, weight machines, yoga and pilates classes, infinity pool overlooking the bay - great place to watch the sun set by the way. The new coffee bar is also terrific. But in the end, it is not the experience we have come to expect with Hyatt. We are longtime World of Hyatt members and stay at many Hyatt hotels. It is a shame to see this Hyatt decline. We had a terrible room when we arrived - faced the roof of the Pelicano restaurant. The new room was what we had expected, but one of the shower heads had no hot water, and was located next to an elevator that squeaked and we could hear all night. One of our friend's room had no AC one night - they were nice to offer to move her but who is in charge of maintenance? It is still a nice hotel, just not the swanky chic hotel it once was and perhaps can be again.

  • Stayed: June 2018, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
1  Thank Lynn B
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 reviewResponded 3 weeks ago

Dear Lynn,

It has been a pleasure to have the opportunity to welcome you back to Hyatt Zilara Cancun, once again. We thank you for taking the time to share the comments of your whole experience, trough Trip Advisor.

We truly appreciate your return visit, as a long time Hyatt World Members, it has been a pleasure to have you with us, however, we regret that you faced various let downs during your stay, which are not at all, an indicative of our characteristic Service from the Heart. We apologize for not being able to reach your expectations during this visit and we can assure you, that we will be taking the necessary measures, to maintain our great quality standard in all areas and times, to ensure the flawless vacation that you are accustomed to.

Once again, thank you for your visit, we hope to have another chance in the near future, to welcome you and pamper you as you certainly deserve.

Sincerely,

Alfonso J
General Manager

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A TripAdvisor Member
1
Reviewed 3 weeks ago

Food and service amazing. Views and location are breathtaking. Downfall was private pool had a lot of trash floating in it and spa employees harass you while in your private pool to get services. I totally recommend and would go back

  • Stayed: June 2018, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hyatt Hotels
Thank A TripAdvisor Member
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 reviewResponded 3 weeks ago

Dear Guest,

It has been a pleasure to welcome you at Hyatt Zilara Cancun during your well-deserved vacation time, we are very glad to know that you had a pleasant stay as you enjoy of our facilities and the exceptional service provided by our valuable associates. We appreciate that you have mentioned the downfalls you experienced, so we can do the proper adjustments in the services and ensure cleanliness at the pools.

Thank you very much for your visit and we hope to see you soon again at our resort.

Sincerely,

Alfonso J,
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

Wow, what an amazing experience! (Full disclosure: my first all inclusive experience)

My intent was to do a bit of R&R after a few days partying in Mexico City and this resort definitely allowed me to recharge and relax. A huge plus that it is adults-only! To be honest, who even wants yelling, whining kids during a vacation? But that's just me.

Ambiance: Impeccably clean. Exactly what you'd expect from a high end resort. Perhaps it was the timing of my trip (Sunday - Tuesday) but definitely a more laid back crowd...no frat bros or riff raff looking to "rage". Not that there's anything wrong with that but that definitely wasn't what I was looking for.

Service: The people do go out of their way to make you feel like royalty. They remember your name and I have a few special shoutouts to some friends at the spa, which I'll get to later.

Room: Amazing. I think I had the "entry-level" suite and even then, it was larger than my NY studio apartment. Huge bed, tv. Jacuzzi in room! Sitting area, marble shower, hammock on patio. It was beautiful.

Food: very good! Highly recommend a reservation to their Benihana-like experience at Asiana. Never one for buffets, but Spice is a great buffet especially at breakfast! 24 hour lounge and the cafe are solid, too.

Activities: Jam packed! I didn't partake in much given my goal of rest and relaxation but their activity calendar is packed with trivia, FOAM PARTY (lol), they can help plan excursions outside of the hotel, live shows, exercise classes, etc. You will never be bored.

Gym: A great, great gym. Clean equipment with a swim lane pool as well. Having juice at the gym is a nice touch.

Spa: A must add to your stay! I had both a Mayan massage and pedicure done and massive thanks to my girl, Alma. She was the best. Highly recommend her! With any booking you get full day access to the spa...which is one of the most beautiful I've seen. The pool and beach can get a bit crowded and loud so if you're looking to read, relax in peace - the spa is the way to go. At any given time, I don't think there were more than 4 people around. Steam, sauna, cold plunge, jacuzzi, lap pool all at your disposal. Another huge thank you to Santiago. A gracious and friendly spa host!

Overall: They really set the bar high for my first all inclusive experience. The atmosphere was great and whatever you're looking for you can find there. Though I must confess, if you're looking to party (spring breakers, bachelor/ette parties) this place may be a bit tame for your taste. However, gym? Check. Eat and drink to your heart's content? Check. Relax? Check. Spa day(s)? Check. Beach access? Definitely.

Many thanks to the team and I can't wait to return!

  • Stayed: June 2018, travelled solo
    • Value
    • Sleep Quality
    • Service
1  Thank Gerard V
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 reviewResponded 3 weeks ago

Dear Gerard,

Let me start by thanking you for choosing Hyatt Zilara Cancun, specially to come and enjoy of your first All Inclusive hotel. It has been a pleasure to have you with us for the first time and to have the chance to pamper you on this special trip, with our Service from the Heart.

It is great to come to know that you very much enjoyed of a pleasant stay, with the stunning ocean views from your suite, the upscale all inclusive offerings, the flawless facilities and above all, the excellent service provided by our wonderful staff. We appreciate the amount of detail that you have put into your review, mentioning the highlights of your experience.

We are delighted to know that your expectations were reached and that you are planing to visit us again. Welcome to the Hyatt Family!!

Sincerely,

Alfonso J,
General Manager

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Reviewed 3 weeks ago

Our room was very nice. The food at every restaurant was outstanding. The tequila bar was unbelievable. All of the people working there treats you like a king. The night life and the pool life was great.

Room Tip: The presidential suite is unbelievable
  • Stayed: May 2018, travelled as a couple
    • Location
    • Rooms
    • Service
Thank randygnorris
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 reviewResponded 3 weeks ago

Dear Randy,

Thank you very much for your recent visit to Hyatt Zilara Cancun, it has been a pleasure to have the chance to host you.

We are delighted to know that you very much enjoyed of our entire facilities, your beautiful room with gorgeous views and great amenities, all the delicious food and drinks, wonderful life night, as well as the excellent service provided by our whole staff.

We appreciate your feedback and high recommendations, we will be awaiting for your next visit with great pleasure of pamper you again.

Sincerely,

Alfonso J,
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago via mobile

Very special place. People are very respectful. The people there bend over backwards to make your trip very special. The activities are fantastic. The entertainment crew is second to none. The pool area is great. Their beaches are taken care every morning. Truly a great place. Been their twice will return.

Stayed: May 2018, travelled as a couple
Thank Randy 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 reviewResponded 3 weeks ago

Dear Randy,

First of all, we would like to thank you for choosing Hyatt Zilara Cancun to come and spend your valuable vacation time once again. It has been a pleasure to have the chance to welcome you back as our distinguished guest and pamper you with our Service from the Heart.

We are delighted to know that you had a wonderful experience, finding our facilities perfect and satisfying, enjoying of the upscale All inclusive offers, great entertainment and from our outstanding service, making your stay, memorable.

Once again, thank you for your visit and for sharing your comments trough Trip Advisor. It will be a pleasure to welcome you back real soon and create more wonderful memories at your new home on Paradise.

Sincerely,

Alfonso J,
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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