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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.
Customer ratings & reviews
TripAdvisor traveler rating
1054 reviews
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Dec 08, 2024Avoid it. Too many nice resorts nearby
Some great things. Some terrible things. I’d avoid this place. Too many details missed and major screw ups. Restaurants don’t open on time. Room service just doesn’t come. It’s bizarre. Good Asian food and nice restaurant on the water with a good steak. Spa was the best part of the visit. Ants on our balcony. Butler was nowhere for 24 hours. Just sloppy property.
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Dec 07, 2024Edgar
I cannot say enough about how great this place is. I went there for my birthday. My daughter had snafu with her reservation. This was not an issue with the hotel it was with expedia. I was very frustrated. Then I met Edgar, in a short amount of time he helped solve our problem . That was just the beginning, every time I saw edgar, he asked me if everything was okay and if he could do anything, even when I said no, that I could take care of it myself, he would tell me to sit down and he would take care of it for me and he did. To give you an example, we were going to eat at the asian restaurant, but we did not have a reservation and we were going to see how long it would take to get in. Edgar made sure we had drinks and then came back and told us he would tell us when our table would be ready, we didn't have to do anything. About 5 minutes later, our table was ready. He escorted us to the restaurant and made sure we got to our table. The list goes on and on of how he made this trip special. I would be remiss in stating the rest of the staff was also amazing. Juni, sandy, Anna banana made the activities so much fun. The food was good. Please give edgar a raise and promotion.
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Dec 07, 2024
Bravo Zilara!
I am a very experienced traveler, I have been all over the Europe and Caribbean islands, but I have never been to Mexico. Hyatt Zilara Rivera Maya was my first and very pleasant experience in Mexico. From very prompt and pleasant Checking In by Alejandra to Jose the travel advisor, Ingrid animator by the pool, Maurisio SPA representative in the lobby, room service people, room cleaning staff. Everybody were very friendly and hard working.
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Dec 05, 2024
Customer service, Food and spa
Just returned and can't wait to return again,had a great time! Edgar made sure my friend had a great 60th Birthday! Entertainment staff was great Anna, Sandy and yuni made all the activity fun and enjoyable! The spa was so amazing! Meet some great people and the best was them knowing us on a 1st name basis! The food was amazing even for picky person like me! Will definitely return!
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Dec 05, 2024
Disappointed
Elevator did not work during our entire stay. Checking in for dinner at restaurants was painfully slow and overly complicated. All restaurants should be open every evening. Tempest is not open on Tuesday evenings and we have no idea why. There should be far more chairs at the pool to use. We had to wake up at 6am just to secure a chair or we wouldn’t have one if we waited until after breakfast. Why doesn’t sports bar open before 3pm?