Overall great experience but room above us was making loud noises throughout the night, for two nights. Wife called the front desk few times in the middle of night but situation didn’t change. To rectify the situation we accepted a downgrade to a different room on the 8th floor. Services that were provided to us before switching rooms stopped even though the front desk assured us they won’t. Was very disappointed with the way this issue was treated. If not for this unfortunate incident we would have had a great time. Hotel is well maintained and food is really decent.
Guest Relations, Propietario at Hyatt Zilara Cancun, responded to this review
Dear Guest, Thank you for taking the time to share your feedback about your recent stay at Hyatt Zilara Cancún. While we are pleased to know that you enjoyed our facilities, overall resort condition, and dining experiences, we are sincerely sorry that your stay was impacted by the noise disturbance and the way the situation was handled. A restful environment is essential to the guest experience, and we understand how frustrating it must have been to have your sleep interrupted over multiple nights. We also regret to learn that, after agreeing to relocate rooms, certain services you had been receiving were no longer provided despite assurances they would continue. This is certainly not the seamless experience we strive to deliver, and we appreciate you bringing this to our attention. Your comments are valuable and will be shared with the appropriate teams as we continue to improve the consistency of our service and recovery processes. Thank you for recognizing the positive aspects of your stay despite these challenges. We hope to have the opportunity to welcome you back in the future and provide the exceptional experience you originally anticipated. Warm regards, Eduardo Rojas General Manager Hyatt Zilara Cancún
Resort remodel has brought the overall experience up a notch and is truly a great place to spend a vacation on the beach and poolside. New Rooms A+ Our 6th trip here for a reason. Spa facility and experience rivals high end spas elsewhere. Sky Gym is an absolute gem. The pools are so nice and the overall facility is clean and well kept. Plus who doesn't like a good Foam Party? The staff is also what makes the Zilara experience what it is. Until next time...
Guest Relations, Propietario at Hyatt Zilara Cancun, responded to this review
Dear Guest, Thank you for your continued loyalty to Hyatt Zilara Cancún and for sharing your feedback following another stay with us. We are delighted to know that the recent renovations enhanced your experience and that you continue to enjoy our beautiful beachfront setting, pools, and accommodations. Knowing that this was your sixth visit is truly the highest compliment we could receive. We are also pleased that you enjoyed Zen Spa, the Sky Gym, and the fun atmosphere created throughout the resort. And yes, a great Foam Party certainly makes for a memorable vacation! Most importantly, thank you for recognizing our team. It is their dedication, warmth, and commitment to exceptional service that make Hyatt Zilara Cancún such a special place. We appreciate your loyalty and look forward to welcoming you back for your next Zilara vacation. Warm regards, Eduardo Rojas General Manager Hyatt Zilara Cancún
We had a great time at Hyatt Zilara Cancún. The facilities, service and food were all top notch. I would definitely recommend this resort. We had an especially great experience at the restaurant Pier 12, where we frequented throughout our stay. David, our waiter at Pier 12 was amazing, anticipating our needs and taking care of us. He was also a very enjoyable person.
Guest Relations, Propietario at Hyatt Zilara Cancun, responded to this review
Dear Guest, Thank you for sharing your wonderful feedback about your stay at Hyatt Zilara Cancún. We are delighted to know that you enjoyed our facilities, culinary offerings, and the exceptional service provided by our team. It is especially rewarding to hear that Pier 12 became such a memorable part of your vacation. A special thank you for recognizing David for his attentive and personalized service. We are thrilled to know that his hospitality helped make your dining experiences even more enjoyable. Your kind words will be proudly shared with him and the entire team. Thank you for your recommendation and for choosing Hyatt Zilara Cancún. We look forward to welcoming you back for another exceptional stay. Warm regards, Eduardo Rojas General Manager Hyatt Zilara Cancún
The location is great, the amenities are excellent, and the food was delicious. But the service was next level! Every single person went out of their way to make my stay better. Highly recommended!
Guest Relations, Propietario at Hyatt Zilara Cancun, responded to this review
Dear Guest, Thank you for sharing your wonderful feedback about your stay at Hyatt Zilara Cancún. We are delighted to know that you enjoyed our beautiful location, exceptional amenities, and delicious culinary offerings. Most importantly, it is incredibly rewarding to hear that the hospitality provided by our team made the greatest impression on your experience. Your kind words about the service mean a great deal to us. Creating personalized and memorable experiences for our guests is what we strive for every day, and we are thrilled to know that our associates helped make your stay truly exceptional. Thank you for your recommendation and for choosing Hyatt Zilara Cancún. We look forward to welcoming you back for another five-star experience in the future. Warm regards, Eduardo Rojas General Manager Hyatt Zilara Cancún
I am not fond of AIs due to the quality of food and alcohol, but I must say I was very impressed with Hyatt Zilara. Food was not amazing, but it was pretty good for an AI. Their speakeasy, Bokeh, was phenomenal - the craft cocktails were so good and the ambience was perfect. However, the highlight of Zilara is their customer service. All of their staff are happy and actually look like they love their job. Everyone goes out of their way to show you where to go or is always so kind when asked questions. If I ever find myself in Cancun again, I will definitely stay here.
Guest Relations, Propietario at Hyatt Zilara Cancun, responded to this review
Dear Guest, Thank you for sharing your feedback about your stay at Hyatt Zilara Cancún. We are delighted to know that your experience exceeded expectations and that you found our resort to be a standout among all-inclusive destinations. It is especially rewarding to hear that you enjoyed the atmosphere at Bokeh Speakeasy and appreciated the quality of our craft cocktail program. Most importantly, thank you for recognizing our team's hospitality. Creating genuine, memorable experiences through warm and attentive service is what we strive for every day, and we are thrilled that our associates made such a positive impression throughout your stay. We truly appreciate your kind words and recommendation. We look forward to welcoming you back to Hyatt Zilara Cancún whenever your travels bring you back to Cancún. Warm regards, Eduardo Rojas General Manager Hyatt Zilara Cancún
The new renovations look awesome and were more involved than I thought they would be!! Service as alwasy was top notch! We will be back soon!
Guest Relations, Propietario at Hyatt Zilara Cancun, responded to this review
Dear Guest, Thank you for your continued loyalty and for choosing Hyatt Zilara Cancún once again. We are delighted to hear that you enjoyed the recent renovations and that they exceeded your expectations. It is especially rewarding to know that the transformation of the resort enhanced your experience while preserving the exceptional service that keeps bringing you back. Your kind words mean a great deal to our team, and knowing that you plan to return soon is the highest compliment we could receive. We look forward to welcoming you back to Hyatt Zilara Cancún for another unforgettable stay. Warm regards, Eduardo Rojas General Manager Hyatt Zilara Cancún
Raul, the bartender at the swim up bar was awesome!!! Great drinks and fun personality! Staff overall are very helpful and sweet.
Guest Relations, Propietario at Hyatt Zilara Cancun, responded to this review
Dear Guest, Thank you for taking the time to share your feedback about your vacation at Hyatt Zilara Cancún. We are delighted to know that you had a great stay and that our team helped make your experience so enjoyable. It's especially rewarding to hear that the friendly and attentive service stood out during your visit. Thank you as well for recognizing the positive energy and hospitality that helped create memorable moments by the pool. We truly appreciate your kind words and look forward to welcoming you back for another relaxing getaway soon. Warm regards, Eduardo Rojas General Manager Hyatt Zilara Cancún
# Wonderful Anniversary Stay at Hyatt Zilara Cancun – Exceptional Service and Memorable Experiences! My wife and I visited Hyatt Zilara Cancun to celebrate our wedding anniversary, and we had a wonderful experience. What really stood out was the exceptional service and the genuine effort the staff put into making our stay special. A few highlights that deserve special recognition: **Bokeh – Amazing Cocktails, Presentation, and Atmosphere!** Bokeh was easily one of the highlights of our stay! The mixologist and waitress did a phenomenal job taking care of everyone at the bar. Every cocktail we tried was fantastic, and the presentations were even more impressive! When we mentioned that we were celebrating our wedding anniversary, the mixologist went above and beyond our expectations by creating a special infusion cocktail just for us. It was a wonderful surprise, and we absolutely loved it! The talented vocalist added to the experience, creating a relaxing and romantic atmosphere. I can't recommend Bokeh enough to anyone visiting Zilara who appreciates great cocktails, beautiful presentations, and outstanding hospitality. Definitely a must-visit! **Zen Spa – An Unforgettable Anniversary Experience!** We booked the *Romantic Escape* package at Zen Spa, and the entire experience exceeded both my wife's and my expectations. It was our first time experiencing guided hydrotherapy and a chocolate wrap exfoliation treatment, and both were incredibly enjoyable. Our massage therapists, **Joana and Xochilt**, did an outstanding job with the chocolate wrap and massages, making the entire experience relaxing and memorable. This was one of the most special parts of our anniversary trip. We would absolutely book this experience again on a future visit! **Pier 12 – Thoughtful Service and Delicious Food!** We arrived at Pier 12 just before breakfast service was closing, but the staff couldn't have been more friendly and welcoming. What impressed us most was when my wife asked for a specialty coffee drink that was only available at the café. Rather than simply telling us it wasn't available, the staff went out of their way to get it from the café for her. That kind of thoughtful service really makes a difference! The food was excellent as well. We particularly enjoyed the **B.E.L.T. Sandwich and Grouper Crudo**, both of which were delicious. Great food paired with exceptional hospitality! **Si Lu – Entertaining Teppanyaki and Excellent Sushi!** We visited Si Lu for the Teppanyaki dinner and had a great time. The chef did a wonderful job entertaining everyone while preparing our meals. We ordered salmon and steak, and both were cooked beautifully and tasted great. Another pleasant surprise was the sushi. Having visited several other resorts in Mexico, we found the sushi at Si Lu to be significantly better than what we've experienced elsewhere. We would definitely return for another dinner! **Gym – Spacious, Clean, and Comfortable!** The gym was another pleasant surprise. It's large, very clean, well-maintained, and comfortably cool, which made working out enjoyable even while on vacation. I also participated in a morning stretching session, which I really enjoyed. The instructors and staff were friendly and welcoming, and the spacious facility made it easy to have a comfortable workout without feeling crowded. **Overall – A Memorable Anniversary Celebration!** What made our stay at Hyatt Zilara Cancun truly special wasn't just the food, drinks, or facilities—it was the people. Across the resort, we consistently encountered staff who were warm, attentive, and willing to go the extra mile to make our experience memorable. From the personalized anniversary cocktail at Bokeh to the wonderful spa treatments and thoughtful service at Pier 12, these little touches made a big difference. A sincere thank you to everyone who helped make our anniversary trip so special. We left with wonderful memories and would happily return!
Guest Relations, Propietario at Hyatt Zilara Cancun, responded to this review
Dear Guest, Thank you for taking the time to share such a thoughtful review of your anniversary stay at Hyatt Zilara Cancún. Anniversary celebrations are among life's most meaningful milestones, and we are honored that you chose to celebrate yours with us. What we particularly appreciate is how you highlighted the moments that transformed a great vacation into a memorable one, from personalized experiences and thoughtful gestures to genuine hospitality throughout the resort. We are delighted that experiences such as Bokeh, Zen Spa, Pier 12, SĪLÙ, and our fitness offerings became highlights of your stay. It is especially rewarding to know that the personalized touches surrounding your celebration helped create lasting memories for you and your wife. Thank you for also recognizing the passion and dedication of our team. Creating memorable experiences goes beyond exceptional facilities, food, and beverages; it comes from the people who genuinely care about making every guest feel special. We sincerely appreciate you choosing Hyatt Zilara Cancún for such an important occasion and thank you for sharing your experience with future travelers. We look forward to welcoming you back for many more anniversaries and unforgettable vacations. Warm regards, Eduardo Rojas General Manager Hyatt Zilara Cancún
Beautiful venue. Amazing staff. We loved our swim up pool. Rooms very nice. Comfortable beds, we slept well every night.
Guest Relations, Propietario at Hyatt Zilara Cancun, responded to this review
Dear Guest, Thank you for taking the time to share your experience with us. We're delighted to hear that your stay at Hyatt Zilara Cancún was such a memorable one. From your comments, it sounds like the combination of a beautiful setting, restful accommodations, and your swim-up suite created exactly the relaxing getaway you were looking for. One of the greatest compliments we can receive is knowing that our guests leave feeling refreshed and well cared for. We're especially pleased that you enjoyed the comfort of your room and were able to get a great night's sleep throughout your stay. Thank you again for your kind words. We look forward to welcoming you back to Hyatt Zilara Cancún for another amazing vacation. Warm regards, Eduardo Rojas General Manager Hyatt Zilara Cancún
We used ChatGPT to help us choose a resort after deciding that we wanted to visit Cancun and stay in the Hotel Zone for a quick and convenient transfer to and from the airport. As a couple in our 50s, we were looking for a resort where we could socialize with other guests but also enjoy some quiet time together. Our priorities included a guest demographic similar to our own, excellent food reviews, a large beachfront with bar and drink service, a swim-up bar, and a relaxed atmosphere without an over-the-top nightlife scene. ChatGPT initially suggested several resorts. As I continued refining my criteria, Hyatt Zilara consistently came up as a recommendation, even as the other options changed. After reading dozens of positive reviews, we decided to give it a try, and I can honestly say the resort lived up to the expectations. The property was beautifully remodeled, the staff was attentive, the food was good, the spa was excellent, and both the pool and beachfront were spacious. One thing that truly exceeded my expectations was the level of customer service. The staff genuinely goes above and beyond to make you feel welcome and encourage you to return. On our first night, we met Martin in the sports bar. Two days later, he recognized us by the pool and remembered our drink order. That was just one example of the personalized service we experienced throughout our stay. Another pleasant surprise was the quality and speed of room service. Whether we ordered an omelet, huevos rancheros, or a chili dog, the food arrived quickly and was consistently satisfying. The resort also offers nightly entertainment, including cultural dance performances, so there is always something to enjoy. However, if you're looking for a late-night party scene or an all-night rave, Hyatt Zilara probably isn't the right fit. If you're looking for a great resort at an affordable rate, with excellent customer service, quality amenities, and a relaxed atmosphere—without having to pay extra for optional upgrades just to feel like you're not flying economy—Hyatt Zilara is definitely worth considering. We had a wonderful experience, and I would recommend it to couples looking for that same balance of relaxation, socializing, and attentive service.
Guest Relations, Propietario at Hyatt Zilara Cancun, responded to this review
Dear Guest, Thank you for taking the time to share such a detailed account of your stay at Hyatt Zilara Cancún. We have to admit, we love that Hyatt Zilara earned its place as the final choice after such careful research! More importantly, we are delighted to know that the experience lived up to the expectations you had built before arriving. What stood out most in your review is the balance you were seeking: a place where you could relax as a couple, enjoy meaningful interactions with other guests, savor great food, and experience attentive service without sacrificing a peaceful atmosphere. Knowing that we delivered on those expectations is incredibly rewarding. We are especially pleased that the personalized service made such a lasting impression. The moments when our team remembers a guest's preferences and creates genuine connections are often the memories that stay with us long after the vacation ends. Thank you again for your thoughtful recommendation and for highlighting the aspects that mattered most to you as travelers. We hope to have the pleasure of welcoming you back for another relaxing getaway the next time your travels bring you to Cancún. Warm regards, Eduardo Rojas General Manager Hyatt Zilara Cancún
Showing 10 reviews since October 17, 2026.