Travel Tips

Cancun Resort FAQs

Whether you are traveling to Cancun for a business retreat or vacation, our beautiful beachfront resort has everything you need to stay connected, relax, dine and explore. Here are some helpful tips and travel information to experience the best of our Hyatt Zilara Cancun resort, from how to make spa reservations to booking ocean excursions. 

Q: Are kids allowed at Hyatt Zilara Cancun?

A: No, the minimum age allowed is 18.

Q: How do I make reservations for the restaurants?

A: Reservations are available at check-in.

Q: Are there excursions you can direct me to?

A: Yes. Excursions can be booked via Best Day or at check-in at the excursion desk.

Q: Are the beach and pool cabanas available for everyone?

A: Pool and beach cabanas without numbers are available on a first come first serve basis. Cabanas with numbers are reserved and correspond to higher suite categories. For the weekly foam party, the Cabanas need prior reservation.  

Q: How far is the resort located from the airport?

A: The resort is about 30 minutes driving distance from Cancun International Airport.

Q: Are there malls nearby?

A: Yes. There are several shopping destinations just minutes away from our Cancun resort.

Q: Can I choose my room online?

A: No. Rooms are assigned only upon check-in and are subject to availability.

Q: How do I reserve a Spa appointment prior to my arrival?

A: You can arrange spa appointments through our concierge services at: Karla.herrasti@hyatt.com

You may contact our Korean concierge at: koreanconcierge.hzc@hyatt.com

You may contact our Japanese concierge at: Japaneseconcierge.hzcancun@hyatt.com

Q: Does the Chef’s Plate charge a surcharge?

A: No, it’s available for guests staying in an Ocean Front Luxury Suite King, or higher category. 

Q: Is pre arrival check-in available?

A: No, it is not.

Q: Is the resort pet friendly?

A: No, pets are not allowed at any Hyatt Zilara or Hyatt Ziva property.

Q: Can we use our country’s standard currency or do we need to convert to pesos at the airport?

A: You can use your own currency or exchange it at the resort for Mexican pesos.

Q: Is money necessary for anything at the resort?

A: Everything you need is included, from authentic dining options to world-class entertainment and locally inspired activities. Additional charges would apply for extras, like excursions, spa appointments, and gift shop purchases.

Q: What is the smoking policy?
A: Hyatt Zilara Cancun features non-smoking rooms. Smoking is allowed in designated areas.

Q: What types of beers are available?

A: We offer a variety of beers, including Dos Equis, Coors Light, Tecate Light, and Superior. A selection of local artisanal beers are also available in certain bars.

Q: I am traveling with a large group, how can I ensure our rooms will be close by to each other?

A: By contacting the front desk manager, but this cannot be guaranteed.

Q: Upon arrival, can I upgrade my room?

A: Yes, you may during check-in. 

Q: Is the resort wheelchair accessible?

A: Yes.

Q: Is it possible to mail items that we purchased back home?

A: Yes. Standard rates and restrictions will apply, and is dependent on the terms and conditions of the airline, or courier service of choice.

Q: What laundry and dry cleaning services are available?

A: The resort does offer dry cleaning services for select items and varied prices. Look for a price list in the room.

Q: Does the hotel offer accommodations for people with severe food allergies (gluten free, dairy free)? If so, does the hotel need to be notified ahead of time?

A: Yes, we can accommodate those needs and will ask about them upon check in. All our restaurants will be informed by our staff.

Q: Does the resort have options for vegetarians?

A: Yes. We recommend that guests indicate their special dietary needs and restrictions prior to or immediately upon arrival so that we may make a note of this on their reservation and inform the relevant departments.

Q: Are cabanas available for rent? Is there a fee?

A: First come, first serve for cabanas are included at our all-inclusive Cancun resort. There are no extra fees. Reservations are accepted for our foam party held once a week with the purchase of the Champagne Package. 

Q: Do any of the restaurants close during certain times of the year?

A: Restaurants will only close for maintenance, but we will give notice to guests.

Q: What is the difference between an Ocean View and an Ocean Front room?

A: The Ocean Front room features unobstructed ocean views and superior amenities. 

Q: Is there an ATM at the hotel?

A: Yes, in the lobby north corridor.

Q: Which restaurant(s) are recommended for large parties? Do these activities need to be planned in advance?  

A: Pelicanos and Spice are recommended for large groups. Yes, there is a charge for large groups and reservations are required.

Q: Are there tours available? If so, what kind?   

A: We do offer excursions and tours through an on-site third party.                                                                    

Q: May I partake in all-inclusive experiences at Hyatt Ziva Cancun, Hyatt Zilara Cancun’s sister property?

A: Dinner reservations may be arranged in advance with the concierge. Exchange privileges are for dinner only and based on availability.

Q: Are Spa treatments included? If not, what is the general price and can they be booked in advance?

A: No, spa treatments are an extra fee. Prices vary depending on the treatment and the length.

Q: Are the pools heated?

A: Yes, the pools are heated.

Q: Are there balconies in all rooms?

A: Yes, all rooms have a balcony.

Q: Are there any restaurants open for late night service?

A: The 24-hour lounge and in room suite service are available 24 hours. All restaurants close at 11:00 pm.

Q: Do you offer rates that are not all-inclusive?

A: No. The resort is entirely all inclusive.

Q: Do you have any unique offerings for birthdays, anniversaries and honeymoons?

A: Honeymoons get an in-suite complimentary amenity. For anniversaries or birthdays, we can provide special services at an additional cost. See the offers page for additional information on how to receive your complimentary amenity for your honeymoon.

Q: Does the resort have a swim up bar?

A: Yes, Pelicanos has a swim up bar.

Q: Does the resort offer top shelf liquor at every bar?

A: Yes, top shelf liquor is offered at every bar.

Q: What are the dress code requirements?  

A: Casual elegant and smart casual.

Q: Do you offer private dinners in-room or on the beach?

A: Yes, at an additional cost.

Q: Do you offer photography outings on the property? Does this need to be planned in advance?

A: Yes, depending on the requirements of the photo studio.

Q: What is the best way to contact the hotel directly?  

A: Please contact the hotel by email.

Please contact our Korean concierge by email

Pleaes contact our Japanese conicerge by email

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Blvd. Kukulcan KM 11.5, HZ, Zona Hotelera, Cancun, Quintana Roo, Mexico, 77500

  • Tel: +52 998 881 5600
  • Fax: +52 998 881 7399

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