Hyatt Zilara Riviera Maya

Ashley Skoryna

My husband & I visited Hyatt Zilara Riviera Maya mid-May for 1 week. I’d rate this resort a 3/5 stars. We unfortunately were disappointed about the excessive sargassum & the rotten smell that travelled throughout the entire resort from the minute we stepped out of our room (& we were not in oceanfront room). I am understanding there isn’t a lot of control of the sargassum but I also felt the resort didn’t do too much about managing it. Unfortunately, it was almost unbearable to walk any where near the beach. We also felt throughout duration of the stay that there were constant upsells. We normally don’t mind but it was excessive. The room A/C also didn’t go below 21 degrees. The room was clean and no other complaints other than lack of A/C. The service was overall amazing!! However, around the pools was very slow. There was one waiter for the entire day scheduled to serve all guests around the pools - he was working very hard but understandably slow overall in bringing drinks. We attended another Hyatt property in Cancun and the service was very quick around pool & beach club. No complaints about the food or the service within all the restaurants - food was amazing!!

Jailine Molina

We enjoyed our short stay. It was everything we wanted. A good place to relax. The food was amazing. They were very careful when it came to food allergies/intolerances. It was a bummer that we could not bathe in the beach but that’s nature for you and we are know this happens a lot in the Caribbean. We are used to it. Very good job at cleaning it.The pools were clean, we could see staff testing at various points of the day which was great. The hotel was not crowded at all which was great. Plenty of space around the pool area. Even though we had a swim out room we spend a good time at the pool which was very nice. The drinks were better in certain places for the club levels guest. A special thanks to Fernanda our concierge who made our stay very lovely and assisted us with dinner reservations and made sure we felt like home. Kind of wish I took my pictures of the other meals I had. Would definitely like to come back and stay longer.

Radmila Caparosa

I arrived at Hyatt Zilara Riviera Maya yesterday expecting the five-star luxury beach vacation that was advertised, but my experience has been extremely disappointing, to say the least. The biggest issue is the beach. A major reason I chose a Caribbean resort was to enjoy the ocean, yet the beach is essentially unusable due to excessive seaweed. I understand that seaweed can be a natural occurrence, but guests should be informed before arrival when beach conditions are this severe. Had I known, I would have chosen a different destination. The resort itself has only one pool, which feels dated and overcrowded. Finding available lounge chairs is difficult, and cabanas require an additional fee. For a resort marketed as a premium all-inclusive property, this is not the experience I expected. Another major disappointment is that the buffet is closed for lunch and dinner due to maintenance. The buffet was one of the reasons I booked this resort, and this information was not communicated in advance as well. . Instead, guests are limited to reservation-based restaurants. As someone who specifically prefers the convenience and variety of a buffet while on vacation, this significantly impacts my experience. The restaurant food has also been underwhelming. I tried one of the specialty restaurants on my first night and did not find the quality to match the hotel’s five-star reputation. As a result, I feel like there is very little to do here. With an unusable beach, a crowded pool, and dining options that do not meet expectations, I am spending much of my vacation confined to my room or sitting by the pool without adequate shade. Most disappointing of all is that hotel management has made little effort to address these concerns or offer any meaningful solution. For the price charged and the expectations created by the marketing, this experience falls far short of what I would expect from a five-star Hyatt property. I would not return, and I would advise future guests to carefully research current beach conditions and available amenities before booking. Update to my original review: although my concerns about the beach conditions and some aspects of the resort are still valid, I truly want to acknowledge the incredible kindness and care I’ve received from the staff afterward. The management team genuinely listened and made a real effort to improve my experience and help me enjoy the rest of my vacation. A very special thank you to assistant manager Atsimba, for her warmth, professionalism, and compassion, and to Michelle and Carlos at the pool for taking such thoughtful care of me every day. Also, Jose Luis at Lola Beach restaraunt , Luz at the Coffee Shop, Javier and Esperanza at the breakfast buffet! Their kindness truly changed the atmosphere of my stay and meant more than they probably realize. A special mention to the spa( especially, Diana , who did my massage, which was one of the highlights of my stay. The facilities were immaculate, the staff were attentive and welcoming, and the entire experience was incredibly relaxing. The quality of the treatments and the value for the price exceeded my expectations. I highly recommend it.

Abigail Young

This was an extremely disappointing resort and absolutely not worth the money. For an all-inclusive hotel, the food quality is shockingly bad. The seafood tasted like it had been dead and frozen for years, and the flavors were terrible across the board. Even something as basic as lasagna was gross. Another major issue was the mosquitoes. There were so many that it was almost impossible to sleep at night, even after spraying repellent. I stayed at the Club Level, which is supposed to come with a dedicated butler service. However, the butler constantly says they are “always available,” but in reality they never actually help with anything meaningful. They also advertise a complimentary 25-minute massage for Club Level guests. But when I tried to schedule it, there was no availability at all, and no one informed me of this in advance. This resort is poorly managed and severely overpriced for what it offers. We also encountered extremely drunk guests causing scenes in the lobby twice during our five-day stay. The experience was incredibly frustrating.

Nolan M

Our stay at the Hyatt Zilara Riviera Maya was great! The views, room, pool, beach, spa, and activities were wonderful, and the staff were the real highlight. Everyone was kind, gay-friendly, and helpful (special shout out to Norma and Miguel at Lola's and Anayeli and William at the spa). While we did tip staff throughout our stay, we felt absolutely no pressure to. The entire property was clean, modern, quiet, and well-equipped. The food was good and had a decent variety, keeping in mind that it is an all-inclusive resort (some other folks' reviews here seem to think they deserve Michelin-level meals, which just isn't practical). Overall, we had a relaxing, fun, and low-key stay and would highly recommend visiting!