Hyatt Zilara Riviera Maya - All Inclusive - Adults Only

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1540 reviews

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  Amazing stay at Hyatt Zilara Riviera maya

  We and an other couple stayed at the Hyatt Zilara Riviera Maya from December 26th 2025 to Jan 2nd 2026. We absolutely loved our stay, we had the swim out rooms 168&163 and they were beautiful. However, the swim outs should get cleaned every single day. They were only cleaned on the last day of our stay. Pro’s: Delicious food Very clean resort Not a party resort, guest are fairly older so very nice resort to relax Activity staff is awesome Beautiful rooms AMAZING staff, very very friendly, helpful and fully at your service Cons: -Everything is an upgrade, we had a swim out room and still had to pay for anything, you would think with an upgraded room that we would have perks -Teppanyaky grill at the Tempest restaurant was closed all week, this was a selling point for us when choosing this resort, it is unacceptable. - reservations for sushi, at the first day of our 7 night stay we could only find 1 availability at 9:45pm, how is that possible?? - limited food at the buffet Would like to give a warm thank you to the following staff -Miguel from the breakfast buffet and Lola beach lunch, he was amazing, every morning he knew to have a mango mimosa ready for us and went above and beyond for us all -Fabiola from the breakfast buffet, we had her a few times and she went above and beyond to serve us -Augustin the bartender at the Lola beach bar, he was friendly and amazing, good service -Femine (feminator) of the activities, loved the morning aerobics with him, he was so kind, funny and overall engaging with the guests. Paolo- he brought our luggage to our room and took extra time to show us everything about the room, he told us if we needed anything during the week to let him know, and as we saw him during the week he remembered us and checked in to ensure we were enjoying our stay. -Ricardo from the tempest restaurent, now that was some service, he is very experienced and was quick and efficient, very friendly - The chef of the pizza grill at the Lola beach patio, I did not get his name but he was there all week, he knew my order everyday as I walked up to his grill, thank you! Overall I rate this resort a 4.2 out of 5, I recommend it, and would like to thank all the staff during our stay.

  Jan 04, 2026
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  Beatiful people in this hotel

  Great location, Stunning atmosphere, Beautiful staff- the highlight Incredible entertainment Cotis are a nuisance , kept coming into our room, could even open the door, such a pity , I would have loved to sleep with a open door and hear the sea Too many restaurants, too much food, not enough quality in Italian and Lola snack bar Too noisy around the pool, Pool too cold

  Jan 03, 2026
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  Zilara Stay

  Amazing experience, all staff members from cleaners, bartenders, to the bell boys all treated us with the utmost respect. Ask for Julio from VIP guest Services to attend to your needs!

  Jan 02, 2026
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  “Speaking Spanish as an American Should Not Mean Second-Class Service @ Hyatt Zilara Riviera Maya!”

  Dear All - I’m sharing this experience to protect future international visitors—especially U.S. citizens who are Hispanic or bilingual—from unequal treatment. This was our second stay at Hyatt Zilara Riviera Maya, which made this experience particularly disappointing. We checked in on Dec. 28, 2025. On our 1st day at the resort, a staff member who oversees the beach cabanas asked whether we spoke Spanish and then proceeded to tell my family and I that unless we had reserved a cabana, we had to move. There was no signage indicating the cabanas were reserved, and the interaction itself reflected zero customer service—no explanation, no options, and no effort to engage respectfully. Shortly afterward, I observed white American and international white guests in the same area being given explanations and options on how they could register for or reserve a cabana by the same staff member, rather than being immediately dismissed and told to move elsewhere like we were. I escalated the situation to management—Juan Medina and Yesenia Ramirez—and the matter was quickly resolved once it was confirmed that the cabanas were, in fact, available according to their system. Afterward, I calmly approached the staff member in front of his supervisors and extended my hand in an effort to move forward respectfully. The staff member smirked at me and refused to shake my hand. When I asked him what was so funny I was ignored and left standing there, even with supervisors present. This moment was especially troubling and underscored a lack of basic professionalism, courtesy, and customer service. I further escalated the issue to senior management, including Juan Medina, Yesenia Ramirez, and Enrique (General Manager). I was very clear that I was not seeking complimentary items, gifts, or compensation. All I asked for was respect and equal treatment. Luxury hospitality should never depend on our language spoken, appearance, or perceived nationality. The following day, I witnessed the same staff member providing white guests near the cabanas and Club Level section with education and guidance (in English) on how to register for a cabana—something that was not offered to us on Day 1. Later that day and again the next, the same staff member walked past our party without acknowledging us with a huge smirk on his face, which felt intentional and reinforced the earlier interaction. Zero customer service and zero professionalism! As a bilingual natural born U.S. citizen, it was deeply disheartening to feel that speaking Spanish may have changed how we were treated & viewed - as if it placed my family and I in a different, lesser category of guest. Social media may be filled with narratives about foreigners in Mexico, but never in my wildest dreams did I expect my American family and I to feel disrespected, mistreated, and marginalized, due to our national origin, by a staff member while trying to enjoy our New Year’s holiday. I am posting this not out of anger, but out of responsibility. No guest—especially U.S. citizens who are Hispanic or bilingual—should feel singled out, dismissed, marginalized or treated differently. I hope management takes this seriously and holds the staff member accountable for his attitude, behavior and continued misconduct. Management needs to ensure consistent training, accountability, and leadership oversight so future guests —especially U.S. citizens who are Hispanic or bilingual—are treated with the dignity, respect, and equality every guest deserves. Regrettably, our second stay at Hyatt Zilara Riviera Maya was a major disappointment.

  Jan 01, 2026
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  Bad check in experience

  We booked this vacation along with another couple to enjoy a Christmas vacation with friends in Mexico. We are seasoned travellers and have stayed at many UVC properties. Things did not start well, upon check in we were informed that the resort had implemented a club level which disallowed us access to the A' la carte breakfast, reserved/updated seats at the pool and beach, a club level lounge, and some top shelf liquors. When we booked, club level did not exist and in our research of other travellers this was a wonderful resort with no restrictions. Having stayed at resorts with these limitations a big selling point to us was to not have to worry about it. After talking with multiple check in staff, nobody seemed to understand that at the time of booking we had booked an all inclusive with no restrictions and that is not we were receiving . The resort chose to change their policies and that is understandable, what is not acceptable is they did not communicate these changes and allow us an opportunity to cancel, stay status quo, or upgrade. For us to find out about the changes at check in and then be offered an upgrade for $335 USD/night came as a bit of a shock. For the resort not to honour the original booking was shocking to us and really put a damper on the whole experience. The overall resort was a very nice size, beach was clean and swimmable. Pool was a nice size and finding chairs was never a real issue. Food was good with the exception of a couple bad dishes over the 7 day stay. Entertainment staff always has something for you to do during the day if that is what you are in too and night entertainment was good.

  Dec 31, 2025