Hyatt Zilara Cancun - All Inclusive - Adults Only

Newly renovated, great staff. They did a great job cleaning the seaweed on the beach although it did start to pile up again by late afternoon.

The AC was cold at first but didn’t stay that way though the night.

This was my fifth trip to Cancun, but we chose Zilara at my wife's request. The hospitality and smiles lived up to our expectations—from staff pausing to greet us to the overall service—and we had a truly wonderful time, perfect for Japanese guests.

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.

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. 😕