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Hotel overview
Location: Ideally located between Cancun’s southern tip and Playa del Carmen. Approx. 35 minutes from Cancun International Airport.
Location
Riviera CancunProperty information
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Hotel details
Hotel advisories
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 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
1086 reviews
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Dec 25, 2024Broken reservation system
The day prior to our reservation, Hyatt customer service was unable to locate our reservation and travel itinerary. Apparently this problem is a result of Hyatt buying Zilara and merging reservations systems. Customer service at Zilara was unwilling to compensate us for an extremely stressful booking experience.
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Dec 24, 2024Go for the resort, beach, and staff … lower expectations on food … forget the vacation club sales pitch
Resort, beach and staff all A+. The only reason I did not give a review of 5 was because the food options and quality did not match the quality expected at a resort of this calibre. Also, if you choose to attend the Hyatt vacation club presentation, be prepared to be very firm or you can expect to be there much longer than the promised 90 minutes of your time, taking precious time and energy from your vacation.
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Dec 24, 2024Not what I expected
My wife and I decided to visit this location for our 15 Year anniversary trip. The photos looked amazing so we expected to have an amazing time. Overall we didn't have many issues but when we did, they were not properly addressed. Overall the food was hit or miss. The best restaurant by far was Tempest. If you are staying for more than 4 nights with only 3 to 4 places to chose from at night and 2 during lunch you might end up at the same places over and over again. You might have to ask for salt and pepper for most of the restaurant that aren't Tempest. The spa is over priced and the 80 massage was not worth it. My massage therapist seemed distracted like she was texting during the actual massage. Felt like a complete waste of time and money. The drinks were not the best and seemed very watered down. When we complained about an issue we had at the coffee shop ( the guy behind the counter ignored my wife and took the guy behind her order first) the resolution was to make us a reservation at one on the restaurants on site. I can make my own reservation or just show up to restaurant and eat. I work in customer service and this was not an appropriate solution to our issues. There were some bright spots. Housekeeping was on point Most of the waiter where amazing, shout out to Burton Cruz at Tempest. Freddie with member services was awesome. Overall it was an ok experience but I never have to go back.
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Dec 24, 2024I have good reason not to go back. (Lengthy Read)
So, understand this is from someone who can cook, make drinks and sing decently. The General: You will get asked to buy into the program, if you decide to even listen to the spiel, do it with Fredy. He is awesome. Now, when you book it may need to be done with sharing what time your flight comes in. Our room, and several others, was not ready when we arrived. This meant that we had to find something to do on the grounds until it was. We changed in the bathroom and ate lunch. We couldn't help but feel homeless sitting around the hotel waiting on our room to be available. I was so tired. All of the lounge chairs were taken as other reviewers have mentioned. I figured we would just drink the time away. The drinks were gross and left an artificial taste in your mouth. Some of the wait staff were not pleasant, either. The food lacked seasoning and the activities were sparse and boring. And don't bother with a breakfast beverage. The bars don't open until 10am. I'm not the type to drink all day, but at least give me the option. The elevator didn't work the whole time we were there. The spa was okay. Be sure to take a tour with Amstar. In the end, the definitely need to work on customer service and adequately compensating for inconveniences. More details: So let's also address the elephant in the room. A few of the wait staff are outright racist. But let me be clear, Gabriel and the guy in the bakery, who saw me standing at the counter and did not acknowledge me. A Spanish guy walked in and he helped him instead and he proceeded to lean past me to describe cake to him. You have no idea how much money I have to tip you with, so treat people with kindness. (Unfortunately, and totally separate party had their own issues with the same staff.) We finally addressed this with management. Mar gave an excellent listening ear, who then, reported it to Sergio. He offered us a table at the buffet and then, the 4. (Pause for laughter) New flash... I paid for that when I paid for the resort. I was so over it, I just stopped trying. Food: Denise at El Comador loves her job and was a great first face to see. The food was just okay and the options were not that great. Capri Grille had decent food we just had a slow server. The Buffet was hit or miss. There will be something editable. Tempest was excellent Asian food. Edwin, Edgar, and Bertin were excellent. They made sure we had everything we needed. Lola Beach and snack bar were not that good at all. If you are there for an pop-up restaurant event, eat there. They grill fresh fish and steaks, it's delicious. I set up for room service the day before our anniversary. I just thought breakfast in bed would be nice. Eight o'clock rolls around and no food. Finally I get up, get dressed and go downstairs to Guest Services. It's like they never knew. I'm sure they sent someone to the buffet to throw some plates together. I swear the maintenance man brought it in and just started sitting food on the bed. A pot of hot chocolate on the white sheets. Are you kidding me? How am I even supposed to move without spilling it? Spa: Half of the water treatment was not working and the Swedish massage was just okay. The staff was very kind, though. Bars: You get better drinks in Legends which is only open at night. Lesley made a great purple drink, which I named the Lesley. Entertainment: They did have a live band, but it sounded like someone who liked to do karaoke, but is really not that great. That contended with the Christmas must that I felt like was trying to gaslight me into depression.
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Dec 22, 2024Great service and nice resort
We had a great stay at Hyatt Zilara. The staff was amazing and the resort is very nice with a good amount of activities. Alejandro at the pool bar was our favourite server, he was so enthusiastic and paid attention to detail. Edwin at Tempest restaurant was outstanding and gave us the best service at the resort. He is amazing at what he does and definitely deserves a promotion! We hope to be served by him at our next visit. Overall, the resort is clean, food and drinks were amazing, and service was even better. Definitely recommend for a couples getaway!