Hyatt Zilara Cancún

The Zilara had been beautifully remodeled. Every room has modern updates and an ocean view. The service and food are truly spectacular. There's a new Italian themed restaurant, along with the buffet, Mediterranean, Asian, and Mexican restaurants that were here prior to the remodel. If you enjoy fresh seafood, you'll love it here. Everyone is super accommodating of any special requests and dietary requests. The pool is lovely and large with great views of the ocean. I loved the Zilara pre remodel and love it even more after the remodel.

Our stay at Hyatt Zilara Cancun completely surpassed every expectation we had for an all-inclusive resort. From the service to the food, the spa, and the attention to detail, this was truly one of the best vacation experiences we’ve had. I especially want to recognize several team members who made our stay unforgettable. First, Daniel from concierge services was absolutely outstanding. We changed our requests several times throughout our stay, and he always helped us with patience, professionalism, and a genuine smile on his face. He never made us feel like we were asking for too much. He is honestly one of the main reasons we would return to this resort. Hyatt Zilara is lucky to have him. Saul was also amazing over the phone before and during our stay. He accommodated our requests as best as possible and was incredibly patient and helpful throughout the process. Excellent customer service. A special thank you as well to Eduardo, the General Manager. He personally came to greet us, and when we had a very minor issue, it was resolved immediately and professionally. His leadership clearly reflects on the entire team. You can tell this resort is very well managed. Enrique the manager on duty was another standout. Extremely accommodating, patient, and kind. We truly appreciated him. Now for the restaurants… every single one was delicious. At Oleo, Hector, the captain, gave us one of the best dining experiences we’ve had. His recommendations for food and wine pairings were excellent, and he genuinely knows how to create a great guest experience. As wine lovers, we especially appreciated Rafael, the sommelier. He was incredibly knowledgeable, taught us new things about wine, and provided exceptional service. We loved talking with him. At Silu, the food and sushi rolls were so good that we came back again during our stay. Victor was an excellent server, and Emilio, the captain and sommelier, was warm, welcoming, knowledgeable, and incredibly attentive. Every morning at Pier 12, Ricardo took amazing care of us during breakfast. Outstanding service every single day, wonderful recommendations, and always so friendly. The spa experience was also incredible. Guadalupe and Lilian gave my husband and me amazing massages. Elizabeth guided us through hydrotherapy and was wonderful. Pablo at the spa front desk provided exceptional customer service from the moment we arrived. I also want to recognize Rosa in the spa locker room. I have an issue with my arm and was struggling to put my hair up. Without me even asking, she kindly offered to help me with my ponytail and even offered to comb my hair. That level of kindness and attentiveness truly touched me and says so much about the quality of service at this resort. Lastly, huge thank you to Moises, Mauri, and Rolando at the beach area. They were attentive, friendly, and made our beach days so enjoyable. We arrived with moderate expectations because, honestly, all-inclusive resorts can sometimes be hit or miss, but Hyatt Zilara Cancun exceeded everything we imagined. The level of hospitality from every department was remarkable. Thank you for making our vacation so special. We cannot wait to come back.

We had a great time at the resort. The part that stuck with me most was the staff. It felt like everyone was family. I didn’t see the resort prior to the renovation but it was fantastic. It was comfortable and not stuffy or pretentious. Eat at Pier 12, especially breakfast. Skip the buffet for breakfast. Air by the pool and during lunch, use a to go box to make a light lunch. The Mexican restaurant was gorgeous and not like any all inclusive I’ve seen before. The food was unique at each location and NOT the same thing over and over but called something different. Sandy is a part of the activities team. She is bright, fun, energy filled but not obnoxious. She gave the vibe of truly loving her job. The pool was a little warmer than desired but definitely didn’t sway us away. Nature was grumpy. The sorgassum seaweed was in full force. Wished they cleaned it a little better. We couldn’t access the water. You could go in but I wasn’t going to walk through it. Overall I’d totally recommend the stay. Food was great. Drink options were very good. (Patron, Titos, Buffalo Trace, Bombay Sapphire, etc)

Excellent view

I had the pleasure of staying at the Hyatt Zilara for 10 days as I was having major surgery in Cancun. I don't even know where to begin to rave about everything and everyone. I had the extreme pleasure and luxury of having butler service. Jorge was my hero and went over and above. From my first day back at the resort from major surgery, Jorge made sure the Chef could make me something I could eat from room service. He would walk with me holding my arm around the resort and up to my room on the 8th floor room so I wouldn't fall. He even chased a guy selling blankets on the beach down so I could buy one. He also made sure I got my medicine delivered to the resort as I don't speak Spanish. As I have never had butler service before, this all seemed over and above. The staff even left me flowers and a get well soon card when I returned. If it wasn't for everything Jorge did for me, I don't know how I would have gotten by. Brandon was also my butler who helped me out when Jorge was off duty. The entire staff from the bellmen, to management to the pool side staff were amazing. I was extremely humbled & so appreciative by everything. The food was amazing everywhere we ate. It was so clean and beautiful. Since I wasn't allowed in the pool after surgery, Sandy made sure I was able to be included in some activities. I am already wanting to plan another stay for Day of the Dead and would give anything to Jorge, Brandon and the entire staff to show my heartfelt thank you for treating me with so much respect and understanding. I honestly believe they all deserve a raise and all the praise in the world. I will never stay anywhere else. Jamie

We had an amazing stay at Hyatt Zilara Cancún! Jose at the coffee shop was incredible — always greeting us with a smile and making every morning better. Eduardo, our pool waiter, was the absolute best and truly made our days by the pool so enjoyable. Outstanding service all around!

Where do I begin to talk about our stay at Zilara? It was our first time arriving so first impressions mean so much don’t they? I won’t lie, the resort opened on May 1st for the first time after being shut down for a new “Vision” as I’ve heard. We arrived on May 2nd and were nervous because we weren’t coming for a said “holiday”. My friend of 28 years was having her 11th surgery (we are from Canada) dealing with stage 4 endometriosis, I had suggested Mexico as an alternative as I’ve heard many great things about procedures done here so she inquired and she had one of the top doctors from the Cancun Cancer institute leading the surgery. Day one was great arrived and settled exploring the property and in awe at its beauty, day two…a hiccup sent us to another room but it wasn’t anything worth writing about….then 4 days in we went to the Presidential suite, because who doesn’t need to experience it at least once in their lives right? Heaven…(that’s an understatement), we then find out our suite now comes with a butler? I don’t know if this is a new feature or an old feature but let me tell you, after my friend had her operation, I couldn’t ask for better help. From helping her translate with the staff at the hospital to finding her prescriptions, and at your service 24/7, they took great care and attention. Our butler even ran down the beach because we seen wonderful blankets from our room but knew there was no way we were making it down to the beach so fast being on the 8th floor (Brandon went above and beyond🥰). Then from medical meltdowns to just being overwhelmed by life and not speaking the same language fluently…The Zilara family came to the rescue. I can’t say enough good things about them and I won’t talk about the bad because they’re irrelevant. From beginning to our last day, just like any relationship we had a rocky path, but it cleared and I must say, it was worth every cent. The food, the entertainment, the service and the overall love and attention…I didn’t get a vacation out of this trip, but I did get an abundance of new friends, family and a second “Home” and that means more than anything else. Things get better with age, the new baby Zilara is still young so give it a chance now and come back later. If they didn’t grow…then tell them what’s wrong. Until then, help them to walk, then run, then sprint. Family needs help too. Thank you to everyone that helped us along our 10 day journey at Zilara, and thanks for letting us be a part of your family. Love you all, until we see you again, Tammy and Jamie

Extremely disappointed with our experience with Hyatt Hotels. My wife booked this hotel a month in advance for our 5-year anniversary, and we were genuinely excited for this trip. At 2 AM—just hours before our arrival—we received an email stating the hotel was not ready and that we had been moved to a “sister property” 45 minutes away. That completely defeated the purpose of booking this location. We requested a refund since we did not agree to the change, but what followed was incredibly frustrating. It took over 4 hours to get any kind of resolution, and during that time, calls were repeatedly disconnected. Customer service was extremely disappointing and unprofessional. We ended up having to book a last-minute stay elsewhere at our own expense just to remain in the area we originally planned. Thankfully, we chose Le Blanc Spa Resort Cancun, and the experience there has been amazing so far. It’s unfortunate because we’ve always been big fans of Hyatt, but this situation completely changed our perception. This was supposed to be a special anniversary trip, and the way it was handled was unacceptable.