Ratings based on 2,410 Guest Reviews

Hear it directly from our travelers
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
TRAVELOCITY GUEST REVIEWS
Hear it directly from our travelers
1 out of 5
by A traveler from Canada

Not a very pleasant stay

Posted Aug 19, 2017 on Expedia
Booked this hotel with Ocean view suite, when walked into our room, it was actually no ocean view at all, all we could see was the doors in the front. Contact the front desk, was told there's no rooms available! Fine, we were tired after 10 days travel from other cities in Mexico. Just wanted to spent the last two days happily. Even it's pricy for that price without any view. The other thing i was not that happy was because we contacted Park Zilara for picking us up at the ferry just 3km away from the hotel and they charged us $50USD without even told us that's extra. So when we arrived and got asked for payment, we were shocked. Told the receptionist, she didn't care. Anyway, not gonna come back again. Any one want to book this hotel, please make sure what you pay for before it's too late.
Comment from Hotel Management
Sep 23, 2017 by Samuel Villegas , Hotel Management
Dear Lisa Allow us to thank you very much for choosing Hyatt Zilara Cancun as host to your past vacation. Please know that we appreciate your feedback regarding the aspects that did not make your stay as pleasant as it could have been. Accept our sincerest apologies if we do not meet your expectations in certain areas, be assured that our priority is your satisfaction and comfort and we will surely start taking steps to reinforce the service and attention provided to all our valued guests. We sincerely hope that you grant us another opportunity to change your recent experience. Sincerely Samuel Villegas Assistant to the General Manager
5 out of 5
Recommended
for Everyone
by A traveler

Posted Aug 18, 2017 on Expedia
Cons: Japanese restaurant (Asiana) - it took too long time to get foods. The restaurant didn't keep quest order by table.
Had a bad experience at Japanese Restaurant (Asiana). I was the first guest of 12:00pm lunch on 8/17/2017. I ordered my foods while other guests came. It took about 45 minutes until my first food came out while other tables who were seated later than me got plenty of foods already. I kept patience and waited until all my orders came. It's miserable and no one said "sorry" for their delay of service.
Comment from Hotel Management
Sep 23, 2017 by Samuel Villegas , Hotel Management
Dear Guest Thank you very much for allowing us the privilege of hosting you at Hyatt Zilara Cancun and for taking the time to share your amazing experience with us in such detail. Once again, thank you for your feedback and we are very much looking forward to hosting you again in the near future. Best Regards Samuel Villegas Assistant to the General Manager
5 out of 5
Recommended
for Everyone
by A traveler from Wapato, Washington

This hotel was amazing, the staff was so friendly

Posted Aug 18, 2017 on Expedia
This was our 1st time in Cancun and it was amazing, impecabl view, great food, staff was so friendly and helpful. We will definitely be back.
Comment from Hotel Management
Sep 23, 2017 by Samuel Villegas , Hotel Management
Dear nancy First of all thank you very much for choosing Hyatt Zilara Cancun for your well-deserved vacation and for sharing your excellent feedback with us. We very much appreciate your preference and cannot wait to welcome you again during your next visit to Cancun. Best Regards Samuel Villegas Assistant to the General Manager
4 out of 5
Recommended
for Everyone
by A traveler

Perfect hotel on the beach

Posted Aug 15, 2017 on Expedia
We had a girls trip at the Zilara and it was perfect! All rooms face the ocean, staff was extremely friendly and accommodating and rooms were cleaned every day and housekeeping did a great job. The gym was amazing and even had an endless outdoor pool with two lap lanes overlooking the lagoon. Food was good (wish we could eat pool side and in the common areas but food is only allowed in the restaurants - probably controls bugs and cleanliness). Massage was wonderful (a bit high in price but it was great). We even got to see the turtles lay their eggs at night and some baby turtle nests hatch (we were there in August). Amazing to see live!
Comment from Hotel Management
Sep 23, 2017 by Samuel Villegas , 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 excellent feedback with us. We very much appreciate your preference and cannot wait to welcome you again during your next visit to Cancun. Best Regards Samuel Villegas Assistant to the General Manager
5 out of 5
by William

Posted Aug 15, 2017 on Hotels
Comment from Hotel Management
Sep 23, 2017
Dear William 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. Best Regards Samuel Villegas Assistant to the General Manager
5 out of 5
Recommended
for Everyone
by A traveler

Posted Aug 14, 2017 on Expedia
Perfect, I will go back again. The only drawback is the hotel's push to buy their company financial plan for further visits. I was there to rest.
Comment from Hotel Management
Sep 23, 2017 by Samuel Villegas , Hotel Management
Dear Guest 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. Best Regards Samuel Villegas Assistant to the General Manager
5 out of 5
Recommended
for Couples
by A traveler from Kansas City

Posted Aug 13, 2017 on Expedia
Pros: Cleanliness, food, drinks and the exceptional service by all of the employees!
Cons: Should consider live bands or DJ's every night like the Hyatt Ziva has for the Turquoise Tower guests..
Location: If you have a shopper in your party, there are plenty of places to shop nearby!
This is our 3rd time staying at The Zilara and we had a Fantastic time as usual! As far as we are concerned, anyone that has negative reviews concerning The Zilara, is simply someone that CANNOT be pleased or made happy in general. The new Foam party was a blast. Look forward to our next visit to the Zilara!
Comment from Hotel Management
Sep 23, 2017 by Samuel Villegas , Hotel Management
Dear Guest 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. Best Regards Samuel Villegas Assistant to the General Manager
4 out of 5
Recommended
for Everyone
by A traveler from San Diego, CA

Beautiful venue with daily entertainment as well

Posted Aug 13, 2017 on Expedia
Service was good, food was wonderful, rooms great, and every room has an ocean view. The only reason I did not rate this 5 stars was because it seemed like the booze was always watered down and the house wine was terrible. If youAre picky about your beer, stick to cans of beer or pay up for the premium booze.
Comment from Hotel Management
Sep 23, 2017 by Samuel Villegas , Hotel Management
Dear Guest 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. Best Regards Samuel Villegas Assistant to the General Manager
5 out of 5
Recommended
for Couples
by A traveler from Ohio

Beautiful beach front hotel

Posted Aug 12, 2017 on Expedia
Pros: Food, staff, location. Frankie and Guadelupe took great care of us around the pool
Cons: The pool could use some renovations as it appears old and has some awkward walls dividing differnt areas. It wold also be nice to have more activities
Location: Short bus/taxi ride to the clubs in the hotel zone.
Beautiful adults only hotel. Lots of great restaurants right on site with excellent food choices.
Comment from Hotel Management
Sep 23, 2017 by Samuel Villegas , Hotel Management
Dear Ms. Beth First of all thank you very much for choosing Hyatt Zilara Cancun for your well-deserved vacation and for sharing your excellent feedback with us. We very much appreciate your preference and cannot wait to welcome you again during your next visit to Cancun. Best Regards Samuel Villegas Assistant to the General Manager
5 out of 5
Recommended
for Everyone
by A traveler from Highland, Ca

Top notch service and location!

Posted Aug 6, 2017 on Expedia
If you are unsure of where you want to stay in Cancun, and your debating over your top three choices, choose this one! The Hyatt Zilara is perfect. The location is ideal for tours and simple outings on foot. Even the trip to Tulum isn't bad only 45 mins without traffic. The resort itself is amazing too, very well maintained, staff is fantastic, balcony beach views are an incredible sight to wake up to each morning. Jr Suite with a very comfortable bed and a selection of pillow choices at check in make sure that you feel as close to you're own bed as possible during your stay. Plenty of Pool and beach area seating, covered bungalows go fast but still plenty of loungers to go around. Swim up bar, service is always quick and fun. Take care of these guys, they're out there all day hustling to make sure everyone has a drink, and is having a great time. Restaurant food here was surprisingly good, not great. We expected a little better tasting food, our favorite was Pelicanos. The patio sits right over the beach for a great view and a nice breeze all day and night. Their menu was consistently good and margaritas are excellent. They also have great shows and live entertainment every night in the main lobby. The pictures online don't give this place the full effect it really has. If you book it, you will not be disappointed. We are already talking about going back for another stay here next year.
Comment from Hotel Management
Sep 23, 2017 by Samuel Villegas , Hotel Management
Dear Joe It was a great pleasure to welcome you to Hyatt Zilara Cancun during your past vacation and we very much appreciate you taking the time to share your review with us. Thank you once again for your comments and we are very much looking forward to pampering you again during your next vacation. Best Regards Samuel Villegas Assistant to the General Manager