Hyatt Zilara Riviera Maya

The hotel was nice and clean, and the pool was perfect. The food was not good at all. I have stayed at other Hyatt Zilara properties in the past, but this one is not worth the money. I would not recommend staying there.

The resort looks great. I liked our room and the pool area. All the furniture and areas of the hotel are in great condition and are clean. The beach was nice, with a few shady lounge chairs under umbrellas. The entire area has been suffering from sargassum, a free-floating brown seaweed. As large piles of sargassum decompose on beaches, they release hydrogen sulfide gas that smells of rotten eggs. This resort was working hard to remove the sargassum from the beach. Every morning, a few tractors were hauling it away, so for the most part the beach did not have too much sargassum. There was no smell during the week that I stayed there; however, a family member who stayed there a week before complained about the smell. There was no problem with swimming in the ocean, and most days there was no sargassum. I have stayed at "all-inclusive" resorts before, and they have all had large buffets for every meal. At this hotel, there was a modest dinner buffet only one time during the week. There were three other restaurants (plus a beach shack) to choose from for dinner. You had to make reservations for them, which was inconvenient because you had less flexibility. Each restaurant had only 3-5 entrees and 3 desserts to choose from. Each menu included additional items not part of the all-inclusive deal, which I did not expect at an all-inclusive resort. Only house wine was part of the deal, and each restaurant had an extra-charge wine list for additional wines. You could also pay a whopping $300 to eat at a small table outside. Usually, at an all-inclusive resort, you don't tip, but at this resort I saw many people tipping. Also, the beach and pool cabanas were not part of the all-inclusive deal; you had to pay over $100 a day to use one. I am not sure if that was per person or per bed. I only noticed one cabana being rented out one day during the whole week I was there. If you did not manage to get the dinner reservation you wanted, you could order from 24-hour room service. The room service had items such as sandwiches and hamburgers. There was a breakfast buffet in the morning. The buffet restaurant and the beach restaurant Lola were plagued by very aggressive black birds, Zanates. At the breakfast restaurant, I saw a bird drinking from a small pitcher of milk that was later brought to a client for their coffee. This was something the birds were accustomed to doing: one morning I saw a bird flying to the milk table, pulling a napkin off the milk with its beak, and then drinking the milk. I showed the video to a waiter but all she said that the bird was hungry. At the Lola restaurant, a bird flew into my face and touched my cheek with its wing, which was disgusting, and made me hyperaware of these birds. The birds were feeding from the uncleared plates on the tables. Another nuisance animal that was at the resort was a coati. They are raccoon-like animals with long tails. One of them came to our balcony and left us a pile of poop. There was a warning sign that coatis like to visit the balconies and not to leave the door open. On the last day at the resort, I started feeling nauseous and got a nasty stomach bug, which did not go away until I received antibiotics back home. Upon arriving back home, my partner tested positive for COVID. It could be unrelated to the resort; however, we didn't leave the resort except one time to go to the pharmacy in town. I didn't realize until later that the gift shop at the resort sold a variety of drugs that usually require a prescription, including anti-anxiety drugs. There is no nightlife at this hotel. At around 8 p.m., the lobby had a saxophonist, pianist, or another musician play a set of about 45 minutes. I was perfectly happy with the very quiet evenings, but I saw a bachelorette party group with disappointed faces looking for something to do at night. During the day, there is music at one side of the pool. There is group water exercise and other activities. I don't care for loud music by the pool, which you could otherwise escape by going to the beach; however, there is a resort right next door, and you can hear their music on the beach. On the other side, a humongous resort is being built. The construction noise was minimal on my side of the resort, but in the future, the beach will be very busy. Overall, Hyatt Zilara Riviera Maya is a nice-looking resort; however, I will never go back there or recommend it to my family or friends.

Disappointed on arrival we were notified that there was only breakfast buffet no other buffets offered. This was not what we booked. On website and we booked through a travel agent who also confirmed it was supposed to be buffet. I feel like we were scammed. Would have never booked here we are not restaurant people. I have stomach issues and medical issues so I am limited. Asked to be moved to a resort which has buffets offered. We spoke to manager it would cost us additional $$. And it’s family resorts. It’s our 30 th anniversary which is why we picked this so called updated resort and all inclusive. We even picked a suite with swim out and butler. This was not worth it. When we went to our room ac not working had to get maintenance. Said fixed but spent our night in boiling hot room. Contacted manager maintenance came again in morning. Spent a couple of hrs asking to be moved and had to pack up again and move. AC was not working we know we spent the night in this room. Moved in room temp set on 18 but would never go below 24. Sick of this. Took a shower water was everywhere going into the hallway had to use about ten towels. No seal on shower glass and drain was blocked. Maintenance came again. Spent hrs working on .Was not allowed to have a shower for two hrs. We were offered a shower to use in another room. Not happening Next day shower still leaked contacted manager and they wanted maintenance to come back. Denied this access. This is three days on our vacation and this is not acceptable. Couldn’t even stay in room and relax. And there was mold in the buffet room I have pictures of everything. My husband has allergies and ended up sick. Offered a buy one get one free massage which would cost me $300 us not happening how would this be free. Offered us 6000 points which is $100 wahoo. We paid almost 7 grand Not impressed. No one from Air Canada Vacations contacted us I sent emails and messages. Sent a message to Hyatt head office as well No response. I feel more exhausted from this trip than before I left. Would like someone to contact me about our disaster 30 th anniversary vacation .Sad

The most exclusive resort experience. Food, service and amenities were amazing. The staff was very helpful and went above and beyond to help.

We had an outstanding one-night stay at Hyatt Zilara Riviera Maya. From the moment we arrived until we checked out, every aspect of our experience exceeded our expectations. The staff was genuinely welcoming and attentive, the resort was spotless and beautifully maintained, and the food, drinks, and amenities were all excellent. The atmosphere was relaxing, and it was the perfect place to unwind. Our only disappointment was that we only had one night to enjoy everything the resort has to offer. We will absolutely be back for a longer stay in the future and would highly recommend this property to anyone looking for a first-class all-inclusive experience. Five stars!