Hyatt Zilara Cancun

Michael Foley

Management is horrendous. Since 2022, it tried to monetize everything in an all inclusive, like pool chairs. They would have charged for use of the sand if they could.,but Mexico has public beaches. $70 for a steam and sauna. The room service was ‘mediocre except for the breakfast. Not up the standards of the Royal and they post fake reviews, including time when the hotel is closed for renovations. Hopefully there will be new management. The service staff is great, though. They are the saving grace of the resort.

Karla Sternbeck

My husband and I stayed at this resort for our honeymoon Sept of '24. I cannot express enough how much we loved this resort! The hospitality was top notch. Everyone greeted us with a smile and wished us a good stay. Checking in and out was easy. We were greeted with a glass of champagne and a cold towel. When I booked this resort I mentioned that it was our honeymoon. Our room had rose petals on the bed, chocolates, and champagne. That was so thoughtful. The food was delicious. Which is a big deal for us. We enjoyed getting breakfast at the buffet Spice. They had fresh fruit every morning, food was delicious, and there were so many options. Maria Marie is a great Mexican restaurant. I ordered green enchiladas and they were fabulous. The margaritas were so good. The Asian cuisine was delicious. There was also a hibachi grill upon reservations. We got a bottle of red wine that the server recommended and it was tasty. The servers never pressured with addition cost for drinks. Punta Vista had great seafood and steak. We enjoyed the scenery view of the beach. The food was so good. During our stay hurricane Helene passed by and it was extremely windy and rainy. We were fortunate that it far away enough. The staff was so quick to mop the floors and check on their guest. We felt well taken cared for. (our hearts go out to the families and persons who were affected by hurricane Helene. It was so devastating.) Our room was clean and the bed was so comfortable. Night entertainment was fabulous. We loved it. We really enjoyed that there wasnt a club or loud guest. It's an adults only resorts and everyone was drinking responsibly. The pools were clean and they played great music. The pool bartenders were amazing with the drink flow and remembered our order. The beach was so clean. Every morning and evening staff were raking seaweed and cleaning the beach. Smaller beach area but it was perfect for us. We went into the jewelry store in the resort. They had so many beautiful pieces. We bought my wedding band from there and I've gotten so many comcompliments. Zen spa was so lux. We booked a couples massage and it was amazing and relaxing. We got to spend time in the spa pool, steam room, and sauna. It felt so luxurious. I totally recommend this resort. It's has left an amazing impression. We recently were in Cancun. My husband and I were walking down the beach and we saw that Zilara is under going renovations. Once they open we're definitely going to book a stay. We love it that much!

A P

We have stayed here several times and it is officially our favorite resort. Great food, clean, amazing customer service, entertainment, everything. We would definitely recommend this resort.

Tricey

**NOT RECOMMENDED** Where do I even begin? Our experience started off on the wrong foot from the moment we checked in. We had reserved a butler suite in advance, only to be told upon arrival that our room wasn’t available and we’d be downgraded. No explanation, no apology—just a take-it-or-leave-it situation. Frustrated and feeling like we had no choice, we accepted. When we got to the downgraded room, it looked nice at first glance—but that was about the only positive. The room smelled strongly of mildew, the floors were dirty, and to make matters worse, we were placed near a broken elevator that beeped and buzzed all day long. The next day, we were told we had to check out of that room at 11 a.m. and wait until 4 p.m. for our original suite to be ready. Five hours of inconvenience with nowhere to relax—completely unacceptable for guests who paid for a premium experience. Even then, the room wasn’t ready until almost 5:30 p.m. Once we finally got into the butler suite, it was beautifully designed—but again, we dealt with the same mildew smell and no real resolution from the staff. And as for the butler service? It was basically non-existent. We had to chase down every little thing ourselves. The food throughout the resort was underwhelming. While they offered a variety of dining options, the flavor and authenticity just weren’t there. It was clearly catered toward tourists and lacked any real Jamaican essence. We ended up venturing off the resort and enjoying local spots recommended by natives—which turned out to be the highlight of the entire trip. Honestly, I have no idea how this resort continues to be rated so highly. Our experience was incredibly disappointing and made what should have been a relaxing getaway feel stressful and frustrating. I would absolutely NOT recommend this resort to anyone.

Mrs. Irvine

Beautiful all inclusive! Highly recommend booking a cabana overlooking the pool. Service was excellent, never having to wait for drinks to be refilled. Restaurants have a nice variety, and delicious food and treats! We will stay here again!