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Hotel overview
Location
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Hotel details
General policies & fine print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating
1108 reviews
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Jan 07, 2025Got Sick from their food
Like many other reviews mentioned, I got sick eating here. It was the Hibachi restaurant. Very unsanitary. Place has thin walls and pools were not heated. I did enjoy the ability to preschedule room service. But after getting sick I didn’t eat much until I left.
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Jan 06, 2025Christmas at Hyatt Zilara
We spent Christmas at the Hyatt Zilara all inclusive and it was wonderful. The staff was exceptional and the food was great. I have been to other all inclusives and usually the food is lacking, but they had a great selection. They also had fun activities for the holidays.
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Jan 06, 2025Small but still a lot of fun!
Let's start off by saying that if you enjoy peace and quiet and the exclusivity of a small resort, this is a place for you. Staff: The staff was so helpful and excited to have us here. The check-in took a little bit of time, but it wasn't an issue. We were given a chance to see the other two Secrets resorts close by but we declined. I think a few people thought this was a time share presentation. I can't say if that was true or not, but we were not pressured to go once we said No. Noe at the pool bar was the best bartender we had. All the staff at meals were lovely and accommodating. Meals: Every meal was good. There's nothing crazy over the top except for the sushi. Tempest sushi bar is a must. We didn't get a chance to go to the teppanyaki portion of Tempest, but we were told it was pretty good. Capri Grill was the Italian place. It had small plate meals and small portions, which didn't leave you overly stuffed. The buffet for breakfast was a staple. They rotated a crepe/waffle bar and a homemade tortilla station, which was a highlight. The lady making omelets/eggs to order was fantastic, and I'm taking her skills home with me! The Lola Beach snack bar was perfect for a quick lunch bite. The hotdog was the best! The Lola burger wasn't really good and the shrimp cocktail tasted like watered down ketchup. The Lola Beach restaurant was great! Such a good menu. The sports bar also had a buffet as well, and everything was pretty good. There's no shortage of food here! Reading other reviews, I was worried before we came, but I had nothing to worry about. Rooms: We were upgraded to an ocean view room from our standard and was so grateful that we got it! Our room was minimalist, and we enjoyed that since we came there to be outside most of the time. Great amenities for shampoo, conditioner, and body wash. They had a few shows on TV in English if you wanted to watch something but we didn't spend a lot of time in the room. Atmosphere: the pool can get a bit rowdy and there's so many activites surrounding the pool, that it was hard to find a lounge chair. People were saving chairs, which, I don't think you were supposed to do. There's a pool table, a ping pong table in the lower lobby and arcade games and darts in the sports bar so there's plenty to entertain yourself if you need to be inside due to weather.
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Jan 05, 2025Worst hotel experience out of 7 previous trips to Mexico we have ever had.
This was by far our worst experience in 7 trips to Mexico. The ac was one thing. We upgraded to an ocean view suite only to have construction next door that made the balcony unenjoyable due to the noise not to mention the smoking section right below us. The food was not great, sometimes you couldn't even get certain things. Along those lines, on our last day the buffet breakfast was closed so only option was room service which was always slow and again was out of things. I usually had to go get ice myself for the room unless I wanted wait 1-2 hours. Sometimes there was hot water and sometimes there wasn't for showers that was horrible. Trying to get reservations at the restaurants was difficult so buffet becomes your only options. We did not pay for upgrades and all inclusive to eat at a buffet that had limited options. Communications with staff was difficult as they speak limited English so we often gave up trying. When the room was cleaned things were not restocked like coffee and wash rags / towels etc so we had to call and get them to come back several times. I could go on but I think you get the picture.
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Jan 04, 2025
Some Good but mostly disappointing
As usual, there was good and bad. But the bad out weighed the good. They try to hard sell you on the Hyatt membership program from the start. Hyatt should want to make your experience at the facility so good that you ask more about the membership rather than being in your face every time you get near the lobby. Good Stuff - Food and drinks were decent overall. The restaurants were not always open. For example, the website shows a menu for the sports bar, but they didn't serve any food during our visit. The food at the other restaurants was average to above average, definitely not great. Portions are generally small but that is to be expected. One bad experience was when we had to wait almost 2 hours one night for room service for dinner. There were only two of us and we were able to get in to eat without reservations. The bars/drinks were good. The staff was typically responsive and helpful. These were probably the highlight of the experience. The room we generally very clean and the bedding was great. The pool/beach towels were plentiful and nice. The staff doing the activities by the pool during the day were great. Very engaging and fun (for the most part...). Bad Stuff - Our first room had a leak in the bath slowly flooding the area. We reported it but it took over 8 hours for anyone to do anything. They finally moved us to another room. The shower in the new room didn't drain. I heard they are doing a complete renovation on the hotel soon and you can tell they are letting deferred maintenance go. Tipping is not mandatory but if you don't, service can be slow or weak drinks. There is regularly someone trying to sell you something such as Hyatt membership, cabana (extra fee), hats, spa, clothes, jewelry, drugs, etc. Some of it is sanctioned by Hyatt, some not. It is not constant but every hour or so which makes trying to relax by the pool/beach tougher. There was no notification on the events planned for dinner. They were doing some special cook-out type things for the holidays and not serving at the buffet. But they didn't effectively communicate that. The app that showed the activities didn't explain what they involved. It was just a time and name. We would have participated more if we know what they included. You have to put a towel on a chair by the pool or beach by 8:15 am to get one of the prime spaces. And you need to get one by 10 am or you won't get one at all. Overall, I would rate our experience as just so-so. Some good things, some bad things. Really nothing that wowed us and several things that were very disappointing. And for the cost of the trip, that is just not good enough. All businesses generally have one time to impress a potential return customer. Hyatt did not do that here. We will not be going back to any Hyatt facilities.