Hyatt Zilara Cancun 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.

General Information

Do I need to bring an electrical adapter?
All of our suites are equipped with standard North American sockets (Type A, sometimes Type B). If traveling with European, Asian or non North American appliances/devices, we recommend bringing an adaptor.

Are kids allowed at Hyatt Zilara Cancun?
No, the minimum age allowed is 18.

What credit cards does the resort accept?
Visa, Master Card, and American Express, only.

Do you offer rates that are not all-inclusive?
No, we only offer all-inclusive rates.

Is a credit card required at check-in?
Yes. A pre-authorized HOLD will be applied as a deposit. Please consult with our Front Desk staff for specific details.

Is pre-arrival check-in available?
No, we do not offer pre-arrival check-in.

Do I need to bring money and exchange my currency to Mexican Pesos when I arrive?
Your all-inclusive plan includes meals, drinks, entertainment, and many fun activities. However, we recommend bringing extra cash for off-site expenses, spa services, tours, and transfers. The resort will provide US Dollar to Mexican Peso exchange services, subject to availability. Cash payments are accepted in CAN/US Dollars, and Mexican Pesos.

Is there a secure place to keep valuables?
In-Room Safes are included in all suite categories. Our resort is not liable for unattended items left in public areas.

Does the resort have a hurricane policy?
Yes. Please contact resort for further details, hurricane policies are liable to change.

Does the resort have a smoking policy?
Hyatt Zilara Cancun is a smoke-free resort, however we do offer designated areas where smoking is allowed.

What is the tipping policy at the resort?
All tips and gratuities are included in your all-inclusive package. Additional gratuities are most welcome by our staff should services exceed your expectations.

Can I drink local water?
We recommend not to drink faucet/tap water, the resort will provide filtered and bottled water at all time. Water and ice cubes served at all resort venues are always filtered and safe to drink. Certified by third party auditors, our resort is compliant to the highest level in industry sanitation standards & best practices.

Does the resort provide medical services or support?
A medical doctor is available on-site on a 24-hour basis, at additional cost. Certified lifeguards are available in pool and beach areas, first aid is provided on a 24 hour basis for emergency situations.

Is it possible to mail items that we purchased back home?
It depends on the items as some restrictions apply due to Custom regulations. Additional fees apply.

Are pets allowed at Hyatt Zilara Cancun?
No, due to resort policy.


What’s included in my all-inclusive package?
All drinks and meals are included. On-site entertainment, fitness facilities, non-motorized aquatic sports, craft beer, daily outdoor and indoor activities, in-suite minibar, and free wifi. Tastings, pool foam parties and multiple social activities, are also part of the all-inclusive package. Please consult our Area Attractios page for more information.

The following services are not included as part of the all-inclusive plan, except as otherwise provided:

  • Spa & beauty services
  • Third party on site boutique stores
  • Off-site tours and excursions
  • Airport transfers, taxis, local shuttle services, car rentals
  • National and international telephone calls
  • Certain specialty wines and spirits
  • Laundry and dry-cleaning services
  • Lobster and speciality private dinners

Does the resort offer day passes?
Yes. At additional cost and subject to availability, please contact concierge at for more information. Restrictions may apply.

If I am on a cruise, and a nearby stop is scheduled in my itinerary, can I visit the resorts?
Yes. You may visit our resort by purchasing a day pass in advance.

What’s included in my interval international package?
Please consult inclusions with your interval international travel agent.

Transportation and Location

How far is the resort from the airport?
We are located a thirty minute drive away from Cancun’s International Airport.

Are airport transfers included to and from the resort?
No. However the resort can offer airport transfer services at additional cost via a luxury SUV equipped with WiFi, subject to availability. You may learn more and book via our online E-Concierge tool.

Is parking available at the resort?
Yes, we offer guest-only free parking, subject to availability.

Do you have any unique offerings for birthdays, anniversaries and honeymoons?
Guests celebrating a honeymoon will be greeted with an in-suite complimentary amenity. Additional celebratory amenities are available for anniversaries and birthdays at additional cost. Please contact concierge to arrange prior to your arrival.


Please note: Service hours for alcoholic beverages may vary and are subject to change as per government regulation. For specific details please feel free to inquire during check-in, or you may also contact our concierge desk:

What are the dress codes for the different restaurants?
Please consult the Dining section of our website for specific dress code classifications per venue. Below some further guidelines:

  • Beach Attire: Swimsuit attire is welcome.
  • Casual, or Resort Casual: Access with dry bathing suits permitted. Men require a t-shirt and women require a cover-up. Sandals are required.
  • Smart Casual: Dress shorts, close-toed shoes, collared short-sleeve shirts are required for men. Women require dress sandals.
  • Resort Formal: Trousers, close-toed shoes, collared short-sleeve shirts are required for men, women require dress sandals. Elegant evening wear is required for both men and women.

Note: The above guidelines are illustrative a not definitive. 

Do I need to make dinner reservations? How do I reserve?
Reservations are required for Chef’s Plate and for seating at Asiana’s tepannyaki bar only, all other dining venues are available on a first come, first serve basis. You may make reservations at Front Desk, and during check-in.

If I am a vegetarian or have special dietary needs, will I have adequate options?
Yes, the resort offers gluten-free, vegetarian options, and additional assistance in accommodating special dietary needs (please notify the resort ahead of time or at check-in, should this be the case).

Do you offer premium branded spirits?
Yes. Cocktails made with international and national premium branded spirits are yours to enjoy as part of your all-inclusive plan. A variety of specialty spirits and bottles, such as champagne and first-rate wines are available for purchase.

Is there room service?
Yes. 24-hour, all-Inclusive suite service is available, spirits and beers served from 11:00a.m. to 11:00p.m.

Are bars and restaurants open late at night?
Most restaurants close by 10:30a.m., or 11:00p.m. Room service and our self-service lounge Time Out are both available on a 24 hour basis.

What types of beers are available?
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.

Are there age requirements for entering bars on property?
Yes, the legal drinking age in Mexico is 18. You must be 18 years and older to enter our bars.

Do any of the restaurants close during certain times of the year?
All of our restaurants are open year-round. One or two restaurants may close at night during the week whenever there is a theme night. Please contact the hotel for details.

Does the resort have a swim-up bar?
Yes, we have a swim-up bar, Pool Bar.

Do you offer private dinners in-room or on the beach?
Yes, at additional. Please contact concierge for more information.

Is Chef’s Plate available at a surcharge?
Guests staying in standard suite categories may access Chef’s Plate at additional cost of US $50, subject to availity, Resort Formal dress code applies..


Can I choose my room online?
No. Rooms are assigned only upon check-in and are subject to availability.

Upon arrival, can I upgrade my room?
Yes, you may during check-in, additional costs apply.

We are traveling with a couple of friends. Can we request adjoining/connecting rooms?
Yes. Connecting rooms are available and may be arranged upon arrival. Connecting rooms are subject to availability and limited to specific room categories, please contact concierge for more information.

What is the difference between an Ocean View and an Oceanfront room?
Oceanfront rooms offer unobstructed, panoramic ocean views. Ocean View rooms offer a partial ocean view.

What is concierge service?
Offering an exceptional hospitality experience, our concierge desk will be your first point of contact for any questions that you may have, concierges also offer orientation and assistance in coordinating on-site and off-site services. Our concierge desk is available from 9:00am to 9:00pm.

What type of beds are offered?
We offer king and double beds. Specific details on bedding configurations per suite are outlined Rooms.

Are singles welcome?
Yes! With our varied resort activities, all guests will find ample opportunities to make new and long lasting connections with like-minded people.

Are the rooms handicapped accessible? Is the resort wheelchair accessible?
We offer ground floor suites that are fully equipped for guests with special physical needs, please contact us directly to learn more, and to book.

Is the resort wheelchair accessible?

Are there balconies in all rooms?
Non ground-floor rooms have balconies, ground floor suites offer a terrace and a semi-private swim-up pool.


How can I arrange tours and excursions outside the resort?
Tour offered by third party vendors may be purchased at our on-site hospitality desk, located in the main lobby. You may also schedule tours, activities and other services prior to arrival through our E-Concierge tool.

What is the difference between an activity and an excursion?
Generally, activities are included in the all-inclusive plan such as pool parties, tastings and fitness lessons. Tours and excursions are optional off-site activities offered by third party vendors, at additional charge.

Are cabanas available for rent?
Pool and beach cabanas without assigned numbers are available on a first come first serve basis. Cabanas labeled with assigned numbers are reserved for guests staying in upper category suites. Pool cabanas need a reservation for our weekly foam party, you may contact concierge to reserve.

Are spa treatments included? If not, can they be booked in advance?
No, neither spa nor salon treatments are included. Treatments may be booked in advance by contacting our spa manager:

Are the pools heated?
Yes, all pools are heated.

What types of watersports are offered?
We offer all-inclusive watersports, such as aqua-aerobics, pool parties, water volleyball, scuba lessons and more.

Do you offer photography outings on the property? Does this need to be planned in advance?
Yes, subject to aviability with prior planning.

Are there malls nearby?
Yes, there are several shopping destinations just minutes away from our Cancun resort.

May I partake in all-inclusive experiences at Hyatt Ziva Cancun sister property?
Dinner reservations may be arranged in advance with concierge, exchange privileges are for dining only and subject to availibility.

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