Tripadvisor gives a Travelers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travelers and are ranked within the top 10% of properties on Tripadvisor.
Tripadvisor gives a Travelers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travelers and are ranked within the top 10% of properties on Tripadvisor.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Romantic
Business
Languages Spoken
Spanish
Location
Carretera Federal 387, KM 299, Solidaridad 77710 Mexico
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At Hyatt Zilara Riviera Maya, the service garners high marks for its attentive and hospitable staff, although some guests have experienced slower room service. The hotel's amenities, including the pristine beach, pools, and variety of dining options, receive accolades from visitors, while the rooms are commended for their spaciousness and cleanliness despite some noise and maintenance issues.
Its location is appreciated for both seclusion and convenience. While the atmosphere is often described as elegantly relaxing, additional charges for certain services have led to some concerns regarding value.
Location
Secluded
Atmosphere
Elegant
Rooms
Spacious
Value
Expensive
Cleanliness
Spotless
Service
Attentive
Amenities
Outstanding
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This is an amazing only adult resort. I went with my parents and sister We stayed for 7 days This resort is good if your looking for that luxurious nice not so loud resort We’ve been to Mexico many times and this was defiantly a top resort The food was amazing, usually when I go to Mexico my stomach hurts this resort food did not make my stomach hurt at all The food and drinks are high quality
The entertainment team were really nice and cute, Emy being one of them always making sure we are okay and good she was super sweet and before we left have us little souvenirs
The sushi was amazing I would recommend to have more lunch option as we stayed 7 days and we only ate at the Lola beach for lunch maybe some specials of the day!
This resort is 15 minutes away from playa del Carmen downtown we went out a few times the resort gets a little quieter during the evening!
We got upgraded to a swim up pool as we won a contest which was really cool
I’d recommend this resort to everyone but mainly couples and people who are looking for a fancier higher quality resort to stay at.
Lucero the server at the pool always brought us drinks and took care of us
They clean the room 2 times a day and do different types of decorations
The air conditioning worked very well was even too cold for me
There’s a coffee shop with pastries, 24 hours room service, buffet dinner restaurants are open until 23:00
Pillows and bed were comfortable they have soap and toothpaste and vanity packs
There was a magic show a circus show both amazing and the singers they have every night
The reggae singer by the pool he was also really good
Entertainment is high quality not trashy
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Date of stay: April 2023
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Brenda García, Propietario at Hyatt Zilara Riviera Maya
Responded 2 days ago
We are very happy to learn that your stay was a most pleasant one, and that you were highly satisfied with our service. We have strived to deliver the most memorable experience to our valued guest. We highly appreciate your gracious comments here and have shared it with our team.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
My family stayed five nights at the hotel and boy how time flew. When we entered we were greeted by friendly staff and given a refreshing cactus juice, perfect after arriving off a flight and taxi. Our room was located on the north wing of the hotel on the top floor facing the ocean, it was clean, had a great view and I liked how close we were to the beach while also feeling a bit secluded. A cot was provided and we had everything we needed. We kept the sliding door to our patio open and so the three of us all slept peacefully to the sound of waves.
Our room also came with butler service, provided by TeeJay and Mariel. They did a great job helping us discover the amenities and events provided by the hotel and assisted us with all our requests via whatsapp. This included bringing us more hangers, blankets, and helping me find my lost sandals.
Every morning I went and got a late from the coffee bar for myself and mom and maybe a fresh pretzel or churro. The breakfast buffet was great, especially the fresh fruit like the papaya, pineapple and passion fruit. Even when it wasn’t available we asked the staff and they brought them out. The chia seeds with yogurt was also good. Besides that the buffet had everything you could think of, salsa, guac, omelette station, cereal and breads, sausages, bacon, fresh juices, fajitas and more.
Our days usually started with fitness training by Daniel and Roxana. They provided stretching, yoga, ab, functional training, spin class in the pool ( lots of fun), and private workouts with the weights. Both Daniel and Roxana were amazing, added so much to our trip, gave us many laughs, and kept us in great shape!
The hotel also provides other fun activities like salsa dance class, trampoline in the water (this one had me laughing so hard), volleyball and ping pong. Mira and Milo were both great at leading these classes.
There are other staff members who left a big impression on us whose names I cant remember. The waitress at the social bar, the two spa attendants who lead you through the hydrotherapy the waitress who worked around the snack bar, and the woman who worked the coffee shop all did an outstanding job.
I booked a spa treatment which included a massage, make your own body scrub ( I cant remember what the hotel calls this) and two visits to the hydrotherapy. The massage was very good and making your own body scrub was fun and something I now want to do at home. The hydrotherapy was also nice, in the sauna the spa atten
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Review collected in partnership with Hyatt Hotels
Date of stay: February 2023
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Brenda García, Propietario at Hyatt Zilara Riviera Maya
Responded 2 days ago
We are very pleased to hear that your stay was most enjoyable and that you were very satisfied with our service. We strive to provide a memorable experience for our guests. We greatly appreciate your kind comments and have passed them on to our team.
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We really enjoyed our stay at Hyatt Zilara Riviera Maya.
What we were looking for: a smaller, not complicated, all inclusive resort with a quiet atmosphere to relax and recharge. (We do not require many activities or entertainment and simply wanted to sit, eat, and get some sun.) We found this resort perfect for what we were looking for!
Check in: our welcome was amazing. The front desk staff is helpful and explained everything really well. They will help you (if desired) download their app with dining and resort information. I did and found it to be really helpful. They offer basic room keys or you can choose to donate to a cause for a room key bracelet. I chose to do so, and found the bracelet to be well worth the $15 donation. It was very convenient not to have to worry about a key! We arrived prior to the 3:00 check in and were able to enjoy the amenities until our room was ready.
Pool/Beach: The pool is split into two areas - quiet and lively. We chose the quiet side and found it very enjoyable - although the louder side seemed to enjoy their atmosphere too! The crowd at this location seemed to be ages 30 and up. (Perfect for what we were looking for.) We found the poolside service to be excellent and attentive. If you’ve read other reviews, you’ve likely seen that people save seats. Unfortunately, that part is true. We were always able to find a seat, but not always under an umbrella. The resort seems to put extra time and care into making sure the beach area was well groomed and cleaned. The extra effort showed!
Restaurants: We found the buffet to be good, and we never had to wait to sit. Obviously, you’ll enjoy some nights more than others due to your own taste but the food themes are readily available on their app so you can decide if that night would be better at the sushi or Italian restaurant.
Other things of note: The staff is polite, the resort is very clean, and the energy is happy and positive. We would definitely return!
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Review collected in partnership with Hyatt Hotels
Date of stay: March 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Brenda García, Propietario at Hyatt Zilara Riviera Maya
Responded Mar 25, 2024
Dear Ibakken93, Thank you so much for choosing Hyatt Zilara Riviera Maya as a destination for your vacation and taking time to share your feedback. We're delighted to hear you had an amazing experience with us, and appreciate your kind comments about staff, food, beach, and restaurants. Thank you again for selecting our resort. We hope to welcome you back soon and create more unforgettable moments!
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The hotel is clearly undergoing some renovations. We were up on the fifth floor - and there are no stairs or elevators on that side of the hotel. This means you have to walk to the opposite side of the hotel, to then walk all the way back to your side once you reach your floor. Once you get up to the fifth floor, it was a ghost town. There weren't even chairs or decorative items in the halls. They would randomly start performing renovations, but the timing was inconsistent and unpredictable. Luckily, if you are out of your hotel all day at the beach/pool, you wouldn't really care.
The water in the shower literally shuts off. You have to wait a few minutes and then the hot water wouldn't work, only the cold. If you move it to hot, it would shut off again. There is a handle you can use, but it's impossible because you have to hold a button down on the other side of the shower. There are also only two hooks in the bathrooms, which means you're kinda forced to leave your towels/clothes/robes on the ground.
The lighting is also really bad. There are no lamps in the room, only one recessed light and then a bulb by the headboards. Again, not bad if you're not spending much time in your room but inconvenient when getting ready. Beds were super comfortable and the cleaning staff was amazing - our room was always sparkling.
We were told we were going to be charged two weeks before we arrived. When I noticed I wasn't charged, I called the number on the confirmation email. It doesn't take you to the resort - I was told they didn't even have phones. Instead, it's someone in Florida. I called four times and emailed with no response. We were worried our reservation was going to be cancelled, but then we were charged 5 days before luckily.
The food and drinks were great and the staff is extremely friendly. There was not much of entertainment, which was disappointing. Overall a good hotel, but not as expected.
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Review collected in partnership with Hyatt Hotels
Date of stay: January 2023
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Brenda García, Propietario at Hyatt Zilara Riviera Maya
Responded 2 weeks ago
Please be certain that all your feedback has reached our Management in order to work in our opportunity areas mentioned in your review.
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I would like to mention that I've stayed at the Hyatt Zilara Punta Cana location and it was AMAZING! My stay at the Hyatt Zilara Riviera Maya was a pretty good experience as well. The staff are extremely friendly, helpful and probably the friendliest that I've ever experienced at a resort before. The location is clean, smells fresh and looks very modern overall. For those that don't speak Spanish fluently like myself Google Translate is your friend. Did I mention that the pool is heated? The pool is great because it's heated, has a basketball hoop, football, and a swim up bar where you can truly lounge with the great wifi throughout the resort. The main restaurants didn't disappoint because once you find the dish that you really enjoy, don't be surprised if you revisit that restaurant a couple of times. I enjoyed how there was evening entertainment in the lobby area & there is also entertainment in the theatre room as well when available. Keep in mind this is a smaller resort compared to some of the other ones but it still gives you plenty of places to visit and the spa area looks amazing. The Mayan ritual that was done at the spa was really touching and I loved how I was able to really feel the performance. The food at Lola's "beach bar" was not impressive at all so I hope that gets improved. My favorite restaurant was Capri Grille where they had the nice juicy ribeye steaks that were made to perfection and I enjoyed eating at the El Comedor for breakfast while enjoying the sun come up You can also book your excursions with reputable companies directly from the resort and that's all on location. They have photographers available as well if you're looking to do a photoshoot to take advantage of the beautiful backdrops. I loved how the resort was decorated for the Xmas holiday. It really was beautiful. I would like to also add that the resort is located in the jungle so there are some things that come with that. You may see a few lizards and caoti's. I was warned by the staff to not leave my room unattended with the balcony door open because of the caoti's that may try to enter the room in search for sweets but I did have one try to enter the room while I was in the room. I screamed him away and all is well. Don't let it discourage you from your trip but just be aware that they exist and they weren't mean or anything FYI. I took advantage of the grand opening experience so I can only imagine this resort getting even better in the future and yes they decorate the door for those celebrating anniversaries to make you feel special like myself.
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Date of stay: December 2022Trip type: Traveled as a couple
Room Tip:Arrange your transportation before arriving to the airport so you're not taken advantage of.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Brenda García, Propietario at Hyatt Zilara Riviera Maya
Responded Dec 30, 2022
Dear Frenchyk, Thank you for choosing our resort as your host, and for taking the time to share your impressions. We sincerely appreciate your loyalty and are glad to hear our team was able to transmit the heartfelt service that characterizes our hospitality. On the other hand, we appreciate your observations and, please, rest assured that we are working on improving our services. We hope you give us the opportunity to welcome you back and provide you with the quality service you truly deserve!
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Just returned from 5 amazing days at Hyatt Zilara Riviera Maya. The food was incredible. We ate at each restaurant and found things to our liking at each place. The buffet has a small but very tasty offering for breakfast and lunch, we were impressed, didn’t make it there for dinner. I will say that the menus offer a small number of truly fantastic options. There was not a chicken nugget to be had so if that’s what you are looking for, it may be slim pickings for you. They did have a burger and hot dog cart by the pool daily, but that’s not really our thing so we didn’t try it. The coffee house is excellent, the baked goods are a tasty treat as is the gelato and espresso drinks they make. There is a Fresh churro stand outside the cafe each morning, it is dangerous. One day was rainy and they had a Mexican hot chocolate station outside with a bar cart stationed not too far away. YUM! The cucumber margaritas are a must try if you are into that sort of thing. And the cocktails at social are so delicious. I am a vodka drinker and the default was grey goose but stoli, absolut, and smirnoff were also options. The beach had seaweed most days but they clean it up so it didn’t smell and we were able to enjoy the beach. We had a mangrove view swim up. The water was cold but on hot days refreshing. There were several of us out there using the swimup pool. We had room 154, there is a small jetty that sticks out on the left side of the patio which allows for lounging in the sun and a great beach view. Service at this hotel is top notch, Romario serving at the beach, Alejandro at Capri Grille, and Gabriel at Tempest sushi deserve extra shout outs for sure!
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Date of stay: January 2023Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Brenda García, Propietario at Hyatt Zilara Riviera Maya
Responded Jan 30, 2023
Dear NikkiMachado, We cannot thank you enough for your loyalty, and for the time to share this thorough review. It is the greatest reward to hear of your positive experience, we appreciate that you took the time to mention the people who went the extra mile to make your stay even more enjoyable. Rest assured that we'll share your words with our entire team, and we so look forward to welcoming you many more times to your home away from home!
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We have stayed at Jamaica and Punta Cana before where the Ziva and Zilara are together and where (I think) they built new. You won't have the variety of restaurants the two hotels together have nor the size of property. However, for a stay of 4-6 days this property is a great place to relax.
The gym is passable but nothing like the two level gym in Jamaica or the new gym in Punta Cana. I missed the free weights but the machines and dumbbells they had let me approximate my work out The morning recreation leaders Daniel and Rox were great according to my wife. She recommends Yogout (a portmanteau of yoga and work out).
The front line entertainment directors including Carla and Milli do a good job of engaging you to your level of interest. They also jump in to give an event momentum and step out when the guests are engaged. The entertainers are good for the size of the venue. A cover band on Christmas Eve did the best job I've ever seen of drawing a small crowd into dancing and singing along. I won't ruin the surprise of the Santa visit in case it is an annual event but don't miss Santa's visit if you are ever there on Christmas Day.
Usually there is some sort of barbecue or ceviche served from 1-3 at the pool if you do not want a sit down lunch. You can sit down in swimwear behind Lola's, too.
Eat at Tempest as often as you can. It is really three restaurants in one. Make reservations if you want the Sushi or the Teppanyaki experience but don't overlook what they call the a la carte experience. The bok choy salad, Korean short ribs, and noodle dishes were fantastic.
Bring enough cash for any upgrades or gratuities you want to leave. The only ATM dispenses dollars instead of pesos and charges a 10% FTF in addition to the expected $8 fee for a non-bank ATM.
All of the staff seemed personable and effective. Lucero (everywhere, but we interacted mostly on the beach) patiently taught my wife the Spanish vocabulary she needed for all her drink orders. Blanca, in the buffet was also great. Thank you for the birthday surprise.
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Date of stay: December 2022Trip type: Traveled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Brenda García, Propietario at Hyatt Zilara Riviera Maya
Responded Dec 28, 2022
Dear highops, Thank you for choosing our resort as your host on your recent getaway to our destination. It was a pleasure having you, and we appreciate that you have taken the time to share your experience through this means. We sincerely appreciate your praises as well as your constructive feedback. Please accept our apologies for falling short of your expectations in certain areas. We look forward to welcoming you back and providing you with the exceptional quality and service that characterizes Hyatt Zilara Riviera Maya!
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Hyatt Zilara was a great experience. We stayed there for the 2023 New Year period. The food was excellent in all restaurants but in particular their Asian offering, Tempest. Service all around the hotel is also fantastic and you never go more than 5 minutes with an empty glass before someone replaces it for you.
Activities etc were also brilliant. Special shout-out to Lalo and Carla, they were great fun and super enthusiastic (we played volleyball, aquarobics, Zumba, and lots more)
The “ocean view” room didn’t have that great of a view but other than that the rooms were super pleasant to stay in and always spotless.
It’s definitely got a more quiet and exclusive feel to it compared to other adults only hotels like the Barcelo, so if you’re looking for a party every night this isn’t the place for you.
Overall a 10/10 stay and really cannot highlight how everyone in the staff was so friendly, helpful and enthusiastic.
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Date of stay: January 2023Trip type: Traveled with family
Room Tip:All restaurants except the buffet have a dress code for dinner (always have to wear collared...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Brenda García, Propietario at Hyatt Zilara Riviera Maya
Responded Jan 7, 2023
Dear Malcolm M, Thank you for sharing this review, and for giving us the opportunity to host you. We sincerely appreciate your warm words, and it will be an honor to share them with the people you kindly mentioned. Furthermore, we are thrilled of your positive experience, and sincerely hope to welcome you back in the near future for another great stay in paradise!
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This is why I feel this resort is NOT a five star: 1. There are no beach umbrellas on this resort! I would expect more from Hyatt! Have they not heard of skin cancer. They have 23 palapas which guests fight over as the resort has 291 double occupancy rooms. This resort is advertised for it's beach as the pool is small and non-heated. There is also loud music played at the pool. 2. There is no food served pool side or beach side. Most 5 star resorts will provide a beach side/pool side menu. No one is expecting prime rib, but a burger or chips and salsa would be nice. They expect guests to go to a pool bar restaurant and sit and order food there. The menu there is very limited 3. Our room smelled like sewage and when we asked to be moved, initially they wanted an upgrade fee. They did move us without a fee two days later when some non-upgrade rooms became available, but we suffered until then 4. Our snacks in the room consisted of one bag of plantain chips. Fridge had soda and beer I did give the resort 3 stars as the staff were wonderful. However, they can only do so much if the resort's policies are restrictive. The dinners were excellent at the Italian and Japanese restaurant. House keeping was also good. The room was clean If you are thinking of booking the tropical view, there are two tiers listed on their website. We booked the higher tier (not bottom). The original room they gave us was the bottom tier as we were overlooking broken tile and terrible view. Don't waste money on the higher tier as the resort doesn't know the difference. Unfortunately, the beach was filled with seaweed, which I do not blame the resort for since my understanding is most of the coastline is suffering with this.
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Date of stay: February 2023
Value
Location
Service
Trip type: Traveled with friends
Room Tip:If you require shade or partial shade you will during your stay in the hot sun, there are no...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Brenda García, Propietario at Hyatt Zilara Riviera Maya
Responded 2 weeks ago
Please be certain that all your feedback has reached our Management in order to work in our opportunity areas mentioned in your review.
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My wife and I were there Aug 13-20. We stayed here when it was a Secrets, they have changed a few things like in the lobby and other common areas and the beach restaurant, they took out the windows and eliminated the A/C. Not a good idea in my opinion. It was so hot, I felt bad for the staff that worked in these areas. So on a good point the food was good and the service was excellent, beach was clean, if you Smoked the staff would call you on it and point you to the designated area, I liked that because there were no butts on the sand. The staff seemed happy to be there. They need to address the A/C issue before I would return here, even more ceiling fans would help.
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Date of stay: August 2023Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Brenda García, Propietario at Hyatt Zilara Riviera Maya
Responded 2 weeks ago
Please be certain that all your feedback has reached our Management in order to work in our opportunity areas mentioned in your review.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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