Hyatt Zilara Cancun - Adults Only - All Inclusive

Very average. Nice hotel but poorly organised… was the last evening which we were never told. All the restaurants were shut and essentially forced to sit in the centre of hotel and watch what I can only describe as a strip show whilst eating very average food. Very expensive for why it was, massively disappointed.

Property is great. Loved my room . Beach is beautiful! Pools were awesome. Bartenders/servers/ and wait staff were kind and attentive. Unfavorable experience with 2 staff members. I had an issue with the misleading information advertised. Specifically the airport shuttle service. Site indicated transportation was included w/price. I asked to arrange pickup, (at check in) and was told hotel doesn’t offer airport transportation but could schedule a ride for $50. I showed him website advertisement. Their suggestion was for me to contact booking.com to resolve. I found it unacceptable, couldn’t see the logic in my handling it. I understand 3rd party site booking agreements, etc can complicate things. But for $400/night I expected more. Being solution based, I asked if they were willing credit ($50) off my room price, or issue refund and I’ll go stay elsewhere. She (Manager) refused. The (2) Guest service individuals I dealt with seemed dismissive, and somewhat argumentative. Also someone (guy) from the front called my room to set up car services. I stated the issue (again) about pricing, he wasn’t helpful. We went back and fourth about it, basic response was their policy to give airport shuttle. I asked for the manager, he asked me to hold, but was hung up on. At that point I went downstairs to speak with manager in person. In conclusion nothing was resolved. I scheduled an Uber for $16. Much cheaper than their option. Also wasn’t thrilled w/food options. I had dinner buffet and room service. Both lacked flavor. I wanted to like it. The best parts of my visit were my room, the beach and pools. The diner show was okay as well. ?

Outstanding service, people who work there extremely pleasant, polite and friendly. Beautiful and clean surroundings, great food. Rooms are roomy, clean, and beautiful. Absolutely astonishing shows in the evening.

No complaints. Staff were super friendly, felt very safe, food was really good

Absolute perfection! Amazing staff, alcohol, experiences etc! Could do with a few more sunbeds

Food is the best, clean, loved the pressure shower with 5 heads jets and one extra with hose. Huge pool with a lot of activities. Room has hair drier and straightener, big balcony and jacuzzi bathtub for two. Shows every night, karaoke bar, billiard, table tennis and more Cabanas expensive

Food, service, and friendly staff, cleanliness was excellent Nothing everything was great

Clean and well furnished rooms A little dated

Asiana restaurant and all the lovely staff Upselling on the wine was not great

Staff very friendly We loved the food at the buffet to be honest so much variety and some of it cooked in front of you Gym and lap pool were great Hard to get a free cabana

Entertainment was good Pool was closed due to sewer back up and a credit back for using next visit should have been offered. Notice or signs should have been posted as some guests arriving later in the day had no idea their health was being compromised until told by other guests. Very negligent by management.

Good location Impossible to rent a cabana, as they were all rented out and the Pool attendant was incredibly dismissive. Worst still, all the good free sunbeds had towels - put on by guests around 7:30am and not used until later in the morning. The hotel encourages this, by having fresh towels available first thing and unattended. Reminds me of a cheal hotel in Spain. The acting Manager simply shrugged her shoulders - pretty disappointing. Food in all the restaurants was average at best

For food, the Spice Buffet and the Marie Maria (Mexican restaurant) were the best. The buffet had fresh food and good variety - I especially liked that they had a daily Asian-style breakfast, it was a nice touch! The fish was the highlight. We also really enjoyed the Mexican restaurant as we had the opportunity to try some new Mexican cuisine and the server was knowledgeable and friendly. The tepanyaki show's host was also very entertaining. The beaches were kept clean and as was the pool. The pilates reformer courses were also great. While we had an overall positive experience, there were some things that would have really made the 'five-star' experience. For example, we had four guests in one room, so having it set up with 4 sets of linens, towels, robes, four glasses for the sparkling wine for check-in would have been appreciated. Sometimes the restaurant and poolside servers were a little too fast at cleaning up after us, so having a 'do not disturb' sign or something similar for food would be good! Finally, some of the bathroom tiles and floor tiles were cracked in the room, but I imagine this will be addressed in the upcoming renovations.

It is a gorgeous place and the staff are so friendly and accommodating. We had such a great experience we will be going back next year!

Staff are very rude and not supportive. We had an accident that my friend lost his expensive sunglasses at the washroom and when we asked for help, they blamed us that we left it and we should always keep attention to our stuff in the resort even when we go to swimming pool, our phone cannot be in the cabana, as they had previous accident for stuff to be stolen in the resort, which is ridiculous. Also, we checked in as a three guest and we came up to the room. We found two beds although we paid for the extra bed. We kept calling the room service multiple times to get the bed and we did not get it until midnight !!!! Last day of the trip, Our flight got delayed to very late evening and they came in a very rude way at 5 PM kicking us outside the hotel saying if we don’t go out they will call the police although we only said we want to stay in the lobby without using any of their restaurants or the coffee shop but they demanded us to leave which is very unprofessional and unpleasant way of saying goodbye and come back again I had been in Cancun resorts multiple times in the last two years and by far this is the worst one and I highly recommend against coming to this one

Everything!!!

The choices for all the meals were excellent. The taste was great. The staff made you feel at home. They catered to your every need seamlessly. I recommmend unreservedly. .

Some all-inclusive hotels will lack in one of the mealtimes but this one was OUTSTANDING with EVERY SINGLE MEAL!!! Simply stellar service and food every hour, every day. Representative(s) who push when giving you the "coupon book" and want you to sit in on the 1 1 /2-hour speak about additional discounts etc. We expressed that we had no interest in it AT ALL. But were pressured repeatedly to attend. Please don't decide our time when it is so precious. If one chooses to attend, he/she will, do not pressure. Thank you.

The view from the swimming pool and my room are both amazing !!!! Also I loved the Pilates class! The instructor Dianna was so fun so that went to the class in the following day. If you like exercise, I highly recommend you to go to this class! My favorite restaurant is Vista the one by the pool. Staff were all really friendly and nice as well as the food was good. Spa is another amazing element there. It is well organized and established so thus is must try! The restaurant, Asia was not so great. If you are non Asian, then I believe you would not mind but it was more like Americans trying to cook Asian food. Honestly this cooking needs an improvement but staff there were all really nice and friendly.

The hotel is very well located, and the rooms are exactly as shown in the photos. The Pohl Beach was truly fantastic. We only tried the breakfast briefly since we mostly ate out, but there was absolutely nothing to complain about. Everything was fantastic. The selection was excellent, and the fresh juices, which can be made to order, were a real highlight. The beach itself is very clean and well-maintained, with daily cleaning to keep it in perfect condition. The staff are friendly, efficient, and very helpful. The beach loungers are also in excellent condition. All in all, a wonderful stay!