Hyatt Zilara Riviera Maya

We stayed at the Hyatt Zilara from April 25 - 29. I found the front desk staff to be very helpful, and although there was a sales pitch, they were not pushy after we declined. The resort was overall very clean which I appreciated! Our room was awesome; spacious and very comfortable. We booked a jungle view but were on the corner, nearly facing the ocean which was such a nice bonus! (Also faced the neighboring resort, heard some noise during the day but was not an issue at night!) Beach was very clean & there were plenty of loungers available. We also never had a problem getting pool chairs. There was a sailing excursion offered which was very very fun! As a foodie I was pleasantly surprised with the quality of the food. We ate at Lola Beach pretty much every day for lunch and at the breakfast buffet (the omelette station was fire!) For dinner, I highly recommend getting reservations at the sushi bar at Tempest, we went twice for dinner and Enrique was the man there! Capri Grille was also very good, we were again pleasantly surprised with the quality of the steaks. I am gluten free and they seem to take allergies very seriously & have many gluten free options across the restaurants! One of the days they set up a taco station poolside which was absolutely necessary after a few drinks in the sun! I felt overall that the service across the restaurants and bars was good. Drinks were just okay but I think that is to be expected at an all inclusive. The entertainment staff was wonderful and we had so much fun! Water aerobics by Sandy was a blast and Fermin killed it at poolside bingo. Overall was a very relaxing stay and I’d absolutely book again!

This resort exceeded our expectations. Food quality and options were wonderful, staff were always smiling and extremely pleasant, beach and pool were in great shape, rooms were impeccable and comfortable Overall rating is nothing short of excellent

Great buffets! Great Vacation! This was our third stay there, and was the best one. The buffets were great, especially the lunch buffet, it was offered in the previous two stays. We had an amazing time. We're already booked for next year, can't wait to get back!

This is No 5 Star hotel but a good 3.5. With only 4 restaurants, average food quality and overworked but friendly staff who tries hard specially the entertainment crew. Only one pool and one night lounge where they play games and some music, it's pretty lame., drinks are good but not top shelve like at other Hyatt all inclusives and you must ask for better liquor not shown, wines are ok with options to upgrades at an extra cost. The rooms are large and modern, ours (145) had a horrible smell like mold and sewer gas that made me very sick, reservations, check in and management did nothing to make it better, communication was the worse, they claimed to try to reach us which they never did until I reviewed them on the app our last night. Nowhere to walk to other than the Cenote 1 mile away gulf side, not much of a gift shop or stores near by, a taxi to Playa is about $70. US round trip. One elevator was out for a couple of weeks maybe longer and there are a lot of stairs to get to every restaurant and front lobby, Hyatt customer service does not seem to care which is a shame this resort could easily be so much better if they did.

Not the greatest experience at Zilara but trying to be fair and objective since we had really mixed results. Service - Staff was friendly and courteous and everyone seemed very cordial. They need to work on greeting tables for quickly and checking back with tables more often be in general, staff was friendly. Resort grounds - Decent but looked a bit worn and need a little TLC. We started with a “Tropical View” room which overlooked the service road in the back. We were supposed to get an immediate upgrade to an Ocean View but lots of weddings & corporate events prevented our upgrade. More on that later…Once we were finally able to get our room upgraded to a 2nd floor Ocean View (5 days after arrival), we noticed it overlooked a roofline strewn with trash and broken roof tiles, not very impressive. Food – In general the quality of the food was mediocre, nothing great but nothing terrible. Had the Mexican BBQ from Lola’s restaurant that consisted of a piece of skirt steak & sausage. The steak was no bueno and full of fat and in general any beef entrée was like that at Lola’s. One exception was the beef at the Tempest Grill, that was delicious. The only other restaurant open for dinner was Capri. Again, the food at Capri was just so-so and the service was very slow. Took forever for our server to greet us both times we ate there and they were very busy. Why so busy? Because they closed the buffet for dinner at El Comedor the entire week!! Why would you do that?? Beach – Wonderful, we got there early every day to save the grass hut chairs but worth the extra effort. Weather was perfect and with the ocean breeze, it made the 90 deg temps feel great. Drink service was pretty good, especially if you tipped them well which we did! UVC / Hotel experience – DISAPPOINTING. We just upgraded our UVC membership package back in Feb 2025 and were told we would have no trouble upgrading our room once we arrived. Lies…all lies. We are preferred members with UVC and we were continually denied room upgrades due to the weddings & corporate events that scheduled all week. I spoke with several members of those parties who were NOT UVC members and they had no trouble getting room upgrades to Ocean View. We spoke with the UVC sales rep onsite as well as guest services but to no avail, we were denied. It just felt like the entire resort catered to the special events that were going on and the rest of us just kind of got in the way. This is the first time we tried one of the Hyatt branded properties and we will absolutely NOT return. Hopefully Hyatt hasn’t screwed up the Secrets resorts the same way or we’re screwed. Cmon Hyatt, you can do much better, ESPECIALLY for your preferred members.