Ratings based on 2,090 Verified Reviews

They paid and stayed. We double-checked.
4.7 out of 5
96% of guests recommend
4.9 Room cleanliness
4.7 Service & staff
4.8 Room comfort
4.8 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
5out of 5
by A verified traveller from LA

Hyatt Zilara came through

Posted 20-May-2016
Great hotel, great staff/service, nice beach (plenty beach space), 2 nice sized pools and ok drinks. Overall a great experience; food was decent drinks were limitless and the service the best. no nightlife beyond a lobby cruise style show (huge lobby area) and the 24 hour recreation room (tvs, beer, alcohol, snacks, pool tables). Lobby bar closes around 11:30pm-12am. Plenty of cabanas and chairs by the pool and the beach area. Ok swim up bar. jacuzzis not in the same place as the pools. Rooms are nice and blasted my iPhone on their speaker system and not one complaint. Not far from the club area, use the bus it only costs $1. Taxis like $10 one way. Use the bus to go to Mercado 28 only 30 min away. Good but a little pricey seafood spot across the street (kinda).
Comment from Hotel Management
23-May-2016 by Alfonso J - General Manager, Hotel Management
Dear Semper Fi, It was a great pleasure to host you at Hyatt Zilara Cancun during your recent vacation. We are truly happy to know you had a fantastic time, while enjoying the up-scale all inclusive offerings, the great location, gorgeous beach, as well as the excellent service provided by our valued associates. Thank you very much for your preference and we cannot wait to welcome you again in the near future.
5out of 5
by A verified traveller from Las Vegas

Relaxing adults only

Posted 18-May-2016
Pros: The staff stand out as extremely well trained and happy to be there .
Cons: wrist bands are annoying . Expedia's description of the hotel should state that it is a non smoking hotel.
Excellent stay , facility , food and staff all very good .
Comment from Hotel Management
19-May-2016 by Alfonso J - General Manager, Hotel Management
Dear Marc, It was a honor to host you at Hyatt Zilara Cancun during your recent stay and thank you very much for sharing your feedback with us. We are truly sorry to know you felt unconfortable wearing the writs band, we would like you to know that we are already working on that. However, we are happy to know you had a fantastic time, while enjoying the excellent facilities, delicious food offerings, as well as the great service provided by our valued associates. Thank you very much for your preference and we cannot wait to pamper you again during your next stay.
3out of 5
by A verified traveller

Mediocure

Posted 11-May-2016
The food was terrible and the service was alright. We had to do a lot of things for ourselves that I would expect the staff to do. I hated the 30 minute sales pitch the moment we got there. The sales pitch continued as we picked up beach towels at the pool. The room was nice and the beach was nice. The entertainment was extremely loud at night. You could hear it in your room.
Comment from Hotel Management
14-May-2016 by Alfonso J - General Manager, Hotel Management
Dear Guest, First of all thank you very much for choosing Hyatt Zilara Cancun for your well-deserved vacation and for sharing your honest feedback with us. We are truly sorry to read about the shortcoming encountered during your stay; please accept our sincerest apologies and be assured we have already addressed your concerns with the corresponding department heads in order to not repeat this kind of situation in the future. We are aware that although our personnel is highly qualified and trained to provide the best hospitable service to all of our guests, we must continuously go through the proper training in order to improve in all our areas of opportunity and reinforce the high quality of service we are expected to provide. Once again, thank you very much for your preference and we sincerely hope you will allow us the privilege of hosting you during your next trip to Cancun!
5out of 5
by A verified traveller from Philadelphia

Great place to stay can't say enough good things

Posted 08-May-2016
Great excellent staff especially David, Ivan, Carlos, Jesus, Arturo Thank you best vacation ever.
Comment from Hotel Management
09-May-2016 by Alfonso J - General Manager, Hotel Management
Dear Ron, First of all thank you very much for choosing Hyatt Zilara Cancun for your well-deserved vacation. We are truly happy to know you had a fantastic time with us and thank you very much for recognizing our valued associates, such as David, Ivan, Carlos Jesus and Arturo, with who we will be sharing your motivating words. Thank you very much for your review and we cannot wait to pamper you again in the near future.
5out of 5
by A verified traveller from Seattle

Best vacation ever

Posted 06-May-2016
We loved it, helpful staff, amazing food, excellent view in the room from the top floor and a lot of activities to do.
Comment from Hotel Management
07-May-2016 by Alfonso J - General Manager, Hotel Management
Dear Dayana, It was a great pleasure to welcome you to Hyatt Zilara Cancun during your recent stay and we very much appreciate you taking the time to share your review with us. We are truly happy to know you had a fantastic time and you very much enjoyed the upscale food and beverage offerinas, the incredible service provided by our valued associates, as well as the daily activities. Thank you once again for your comments and we are very much looking forward to pampering you again during your next vacation.
4out of 5
by A verified traveller

Beautiful hotel w/ an excellent view of the ocean

Posted 05-May-2016
Pros: Great view. Great attentive staff. Shows at 9AM except for Sundays. Pools and cabanas on the beach available.
Cons: Bars did not have good drinks. Drinks were not consistent. Supervisors/managers noted at the buffet and bar, did not smile entire time, uncomfortable
Location: Chichen Itz approx. 2 hr car ride away each way. Tulum slightly closer.
First time in Cancun and at the Hyatt. Travel time: April 29-May 3 2016.Traveled as a couple. Excellent view from room 520. Hotel staff= extremely attentive, great waiters at the restaurants! Hotel Facilities, condition= brand new gym & clean pools. Room cleanliness= upon arrival I noted an unclean bath tub in our room, noted to have the following: hair, some dirt, and two dots of yellowness (unknown liquid). However, they did clean the rooms 2x a day I believe. Room comfort= beds were decent, but I may be bias since I normally sleep on a tempur pedic bed) See trip advisor for my more detailed review.
Comment from Hotel Management
21-May-2016 by Alfonso J - General Manager, Hotel Management
Dear Guest, It was an honor to welcome you to Hyatt Zilara Cancun. We are sorry to know you felt disappointed with the quality of the drinks offerings and that you perceived the staff at Spice did not look happy. Please be assured that your concerns have already been communicated to the corresponding department heads to assure the appropriate follow up. We are however happy to know you did not allow these to affect your overall satisfaction and you truly enjoyed your vacation. Thank you very much for your feedback and we are very much looking forward to hosting you again in the future.
3out of 5
by A verified traveller from Houston

Nice hotel but....

Posted 03-May-2016
Pros: In general all staff, except check in. Pool area is great and a nice beach.
Cons: see comments under experience
Location: Nearby mall and shopping area with bars and restaurants
I have been to this hotel 5 times and only have 3 complaints - check in service, the quality of food in Marie Marie and a wedding during our stay. After 5 recent visits you would expect they have all your info but no, you start all over every time. Our last visit we booked a Mastersuite with King bed but upon check in we were told they were fully booked and only had queen bed available. They continued insisting that no King bed was available but after some time they suddenly managed to find an upgrade but with the condition that we had to move to a standard King bed room the next day. Definitely NOT what you expect during a 3 night stay. Last time we checked in they told us we were upgraded, went to the room and realized it was the contrary, a down grade. We are familiar with the room standards and it was just a ridiculous attempt to make us feel important as they were out of the room type we had booked. Marie Marie is really going down on quality and not really a Mexican restaurant any longer. Saturday there was a wedding going on and all the guests ended up occupying the whole bar area - no offense to the wedding guests but other hotel guest ended up leaving the bar as the wedding crowd dominated the bar area - Dear Hyatt why don't you organize a separate bar for these wedding guests so they can have fun and other hotel guests not being forced to leave the bar due to the crowd being very loud and dominating.
Comment from Hotel Management
08-May-2016 by Alfonso J - General Manager, Hotel Management
Dear Henrik, First of all thank you very much for choosing Hyatt Zilara Cancun for your well-deserved vacation and for sharing your feedback with us. We are truly sorry to know about the shortcomings encountered during your stay and please be assured we have already addressed your concerns with the corresponding department heads in order to not repeat this kind of situation in the future. Thank you very much for your preference and we sincerely hope you give us the opportunity to host you again in order to demonstrate you the constant improvements that allow us to provide authentic hospitality to all our valued guests.
5out of 5
by A verified traveller from Boston

BEAUTIFUL HOTEL AND STAY

Posted 02-May-2016
Pros: Clean Rooms, Attentive Staff (Figueroa Especially Helpful!!), Great Location, Food Variety, Hotel Events (Nightly Entnmnt, Foam Pool Party, etc.)
Cons: All Inclusive Wines were low quality, Beer Selection limited (Dos Equis). Negro Modelo would greatly improve selection.
Location: Very accessible location, several stores and malls within walking distance. Short cab ride to Punta Cancun for other nightlife.
Hotel is clean and first rate. Staff is attentive, our first all inclusive and it was top notch. Meals were plentiful, delicious, and always available. Highly recommend this hotel.
Comment from Hotel Management
04-May-2016 by Alfonso J - General Manager, Hotel Management
Dear Chris, Thank you very much for selecting Hyatt Zilara Cancun for your recent vacation and for taking the time to share your detailed review with us. We are truly happy to know you had a fantastic time, while enjoying the cleanliness, delicious food offerings, nightly entertainment, as well as the great service provided by our valued associates, such as Figueroa, with whom we will be sharing your kind words. Once again, thank you for your valuable feedback and please know we are very much looking forward to welcoming you back in the near future.
4out of 5
by A verified traveller from Chicago

Nice hotel with an adult vibe.

Posted 01-May-2016
Room was nice, great view from 6th Floor. Entertainment in lobby was cool and the bar was phenomenal with a great view of the water. Food was decent, about what you'd expect from an all inclusive. Slight snafu at check in. Hotel overbooked and did not have a room available unless you upgraded a crazy amount of money. We stayed in an upgraded room at sister property Ziva. Came back next day to Zilara for the rest of our stay.Ziva is the nicer property but more of a family hotel. If you stay in Ziva get a room in the tower it's worth the extra cash. First time in Cancun and we loved it. Service at both properties was top notch.
Comment from Hotel Management
04-May-2016 by a, Hotel Management
Dear Vic, It was a pleasure to welcome you to Hyatt Zilara Cancun and we very much appreciate you taking the time to share your review with us. Please accept our sincerest apologies for the shortcomings encountered during your first day. We are however happy to know you did not allow this to affect your overall satisfaction and your truly enjoyed your vacation. Thank you once again for your comments and we are very much looking forward to hosting you again during your next vacation.
4out of 5
by A verified traveller

Posted 30-Apr-2016
Amazing weather, excellent facilities, great food, excellent entertainment
Comment from Hotel Management
02-May-2016 by Alfonso J - General Manager, Hotel Management
Dear Guest, It was a honor to host you at Hyatt Zilara Cancun and thank you very much for sharing your feedback with us. We are happy to know you had a great time and you very much enjoyed the upscale facilities, delicious food offerings, as well as the great entertainment. Thank you very much for your preference and we cannot wait to pamper you again in the near future.