Hyatt Zilara Cancun

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

We were there the first week they reopened and we loved it! Everyone was more than accommodating, friendly and welcoming. This is our second trip back and we will return again. All the servers and bar tenders were wonderful. The pool bartenders upstairs and down were fun and engaging. Special shout out to Sandy and Gonzalo who oversaw our activities, they are the best! Also special mention of our server Abimael in the secret bar.

From the moment we checked in to the hotel until our very sad last day of departure we were treated like royalty. Special admiration for Luis at World of Hyatt was very helpful prior to our arrival, Daniel the Culinary concierge, Danira and David at pool concierge, Mamo for our Excursion bookings, Martha at the Spa, Gonzalo and Sandie Pool Activities, and Avelino at the bell desk and all of the staff at the Chef's Plate. It was a special pleasure to meet and visit several times with Eduardo the General Manager as he welcomed us as some of the first guests to arrive at the grand re-opening. We are excited to return very soon!

Great loction and property. Every room has a hot tub in the balconey and an ocean view. Food is not bad for an AI. Great service. Reformer Pilates is included.

This is likely the 7th or 8th trip we've made to the Hyatt Zilara Cancun, but the first since it was fully renovated (completed May 2026). The renovations looked fantastic, very modern, and they've definitely upgraded the food from before. My husband and I are pool people, and it was simple to rent a cabana for the week which is 100% worth the extra money. Shout out to Adrien, Luis, and Martin, our fabulous pool-side waiters. Also, David the pool manager - after a slight hiccup one day, he went above and beyond to make it right. The only negative I will bring up - and I don't know if this is a permanent issue - there was no night entertainment. In the past, the Zilara had dancers and other entertainment most nights in the lobby (the white party, etc.), but there was nothing on this trip (even the one night of promised live reggae did not happen). After dinner, there are 3 options: (1) lobby bar, (2) the sports bar, and (3) the speakeasy. The sports bar is basic - it does serve food, has TVs and a pool table, but the entertainment is on you. The speakeasy is really neat, but you have to have a reservation and it only seats maybe 15 people and is for a very limited amount of time (I think 60 minutes per reservation). The drinks are really fun with unique glasses for each drink (thank you Abimael!). They did have a singer in the speakeasy, which was fun but slightly wasted because of the limited number of people that could enjoy. Also, we didn't figure out how to get into the speakeasy until the last night. The fact that they have one is advertised, but it's a process to get in involving a password. It's strange that there is nothing to do because Zilara puts in tons of effort to provide entertainment during the day (another shout out to Sandy). Despite this negative, every single member of the staff is beyond friendly, helpful, and welcoming. When you leave it feels like you're leaving a family. Many staff members have worked at Zilara for years, and they are the reasons we always come back. It's like visiting old friends. In short, I would definitely return if I could confirm that Zilara had brought back some evening entertainment. But I would have to think about it if this is the new normal.