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Hotel overview
Location
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Hotel details
General policies & fine print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating
1296 reviews
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Jun 02, 2025Relaxing stay at a wonderfully staffed property
The staff at the Hyatt Zilara are wonderful. They are kind, helpful, attentive, and hard-working. I appreciate the smaller size of the resort and felt the staff were able to get to know us and treated us very well. Sandi, Fermin and Altura were a great entertainment staff. We enjoyed our walk to the cenote with them as well as games in the pool. Yoga every morning with Leah was amazing. The beach was beautiful and we were always able to find chairs under a palapa. I appreciated the coffee shop. Drinks served at all the bars were good. Food is important to me at an all inclusive, I found the food to be good, but there is room for improvement. Our room was well-maintained and the bed was very comfortable.
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Jun 02, 2025Disappointed by Misleading Resort Credit and Poor Customer Service
I was very disappointed with my recent stay. Upon check-in, we were told we had a $200 resort credit. Based on that information, we ordered a bottle of wine for just under $200, assuming it would be covered. At no point did anyone mention that there was a $10 limit on how much of the credit could be used toward wine. When I brought this up at check-out, the front desk staff were dismissive and rude. They simply said that someone should have told me and that there was nothing they could do. There was no effort to resolve the issue or even show understanding. Unfortunately, this experience has left a bad impression. I won’t be returning to this resort, and I’ll be rethinking my loyalty to Hyatt altogether. I expect better communication and customer service from a brand of this caliber.
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Jun 01, 2025Would go back again.
We really enjoyed our stay at the Hyatt Zilara. We had a swim up room with a pool view but also enjoyed the ocean view close by (Room 165). The main pool was too warm for our liking so we spent our time in the swim up room pool. Cooler and cleaner by far. Also, the waiters would check to see if we needed anything. They even delivered food from the beach snack bar for us. Our room was always tended to and the mini bar restocked regularly. I found the bed a little hard for me but hubby was good with it. Good TV for movies for those sleepless moments lol. The food was pretty good. Some selections better than others. I liked that they had "pop up" food spots, whether lunch, dinner or snacks (usually on the app's itinerary). Loved the coffee bar offering snacks and ice cream too. There is always an activity to choose from daily and evenings. Love em or leave em, you should try though. Silent party was a surprise hit with us. We loved the casino/auction night. Make funny money to bid on items! A must is going for the morning walk to the cenote. We went back on our own 2 more times. We have been to a lot of AI's and I would definitely go back to this one. Very good service, very friendly staff. I think a little something for everyone. A+
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Jun 01, 2025
Fabulous resort = outstanding vacation
Our 7 day stay at this resort was phenomenal. The rooms and bathroom are very large and oceanfront has phenomenal views. Rain shower is amazing and beds very comfortable. Oceanfront rooms come with a butler service and our butlers, Fernanda and Sofia were so warm, attentive, and just so very fabulous. The entire resort is super clean. The entertainment staff is so fun but not pushy. There are a ton of activities from bracelet making to tequila tasting and super fun games in the pool area. There is also a quiet side of the pool if you don’t want to participate. Sandi, Fermin and Altura on the entertainment team were so fun, friendly and engaging. The food was delicious and loved the variety. In addition to the restaurants there are two theme buffet nights with a show that we all loved. I am a coffee snob and thought the coffee was outstanding especially from the coffee shop. We traveled with our 22 year olds and my 83 year old mom and all age groups had a fantastic time. I’m so impressed how the staff gets to know each guest, remembers you and really makes you feel comfortable. The only con is our trip was during sargassum season. However, Hyatt Zilara did all they could to clean he beach of sargassum almost every day but it just keeps coming in non stop. Nothing they could do but you can see they were doing their best. There is a cenote 15 min walk to the left and that beach and water was sargassum free and beautiful.
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May 30, 2025
Hyatt-affiliated property but do not expect Hyatt hospitality
I really tried to resolve this matter directly with the property, but after more than a year with no resolution, I feel obligated to share our experience. As a frequent traveler, I strongly advise avoiding this resort. It is a sister property of the Hyatt, which initially gave us confidence that we’d be in good hands—but that was far from the reality. Here are the key issues we encountered: Transportation – Transportation is handled by a third-party company, which should have been our first red flag. The coordination was disorganized and unprofessional—something you wouldn’t expect from a Hyatt-affiliated resort. Service – Or rather, the lack of it. I’ve stayed at numerous Hyatt all-inclusive resorts and have always had great service. Unfortunately, that standard did not carry over to this property. The staff was unresponsive, the food was subpar, and the drinks were, frankly, terrible. I didn’t think it was possible to mess up basic cocktails, but somehow, they managed. Communication & Reservation Disaster – This was the most frustrating part. Our family had an emergency the day we arrived and thought we’d need to leave early. Thankfully, the situation was resolved and we were able to stay the full duration. However, the hotel had already flagged our reservation for early departure. We informed them right away to ensure the reservation was corrected—but they claimed they needed Hyatt’s approval. After spending hours of our vacation time on the phone with Hyatt, the approval was finally given. Despite that, Hyatt Zilara Riviera Maya still failed to correct the reservation. As a result, we were charged for an extra night that we did not use. To make matters worse, the Riviera Maya management team provided conflicting information and excuses, and Hyatt kept pushing the responsibility back to the property. For a brand of this size and reputation, this level of accountability is unacceptable. I’ve attached receipts in hopes that it gives future travelers a clearer picture of what you may be up against if you stay here. Good luck—you might need it.