Hyatt Ziva Cancun FAQs

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 Ziva Cancun?
Our resort welcomes guests of all ages with some minor exceptions: our Turquoize tower is exclusively for adults (ages 18+), La Bastille is an adults-only dining and party venue, additionally, parties held at Punta Vista welcome adult guests only.

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. For specific details, please consult with Front Desk.

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 Ziva Cancun is a smoke-free family 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 an 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 Customs regulations. Additional fees apply.

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

Is there babysitting available? If so, is there a fee for babysitting?
Yes, babysitting service is available with a prior request, at additional cost.

Inclusions

What’s included in my all-inclusive package?
All drinks and meals are included. On-site entertainment, fitness facilities, non-motorized aquatic sports, hydrotherapy circuit, daily outdoor and indoor activities, in-suite minibar, and free wifi. Tastings and multiple social activities are also part of the all-inclusive package. Please consult our Activities 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
• Nanny services
• Double Deck beach cabanas
• Access to the resorts wine cellars
• Lobster and specialty private dinners
• Premium meat cuts

Does the resort offer day passes?
Yes, with the following pricing schedule:

• Day Pass: US $105
• Night Pass: US $105
• Full Pass: US $180

Day passes are subject to availability based on occupancy, prices are subject to change.

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. To book, please visit our E-Concierge online 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.

Dining

What are the dress codes for the different restaurants?
Please consult the dining & drinks 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 or dress sandals, collared short-sleeve or polo-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?
All of our dining venues are available on a first come, first serve basis.

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, liquor service available from 11:00 am to 11:00 pm.

Are there any restaurants open late at night?
Restaurants close at 10:30pm or 11:00pm.

What types of beers are available?
We offer a variety of beers, including Dos Equis, Tecate Light, and Superior. A selection of artisanal beers is also available at Tres Cervezas.

Are there age requirements for entering bars or restaurants on the property?
Yes, you must be 18 years and older to enter our bars. La Bastille is an adults-only restaurant, and Tres Cervezas is an adults-only venue after 9:00pm.

Do any of the restaurants close during certain times of the year?
All of our restaurants are open year-round. Some 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.

Accommodations

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.

What is the difference between an Ocean View and an Oceanfront room?
Oceanfront rooms offer unobstructed, panoramic ocean views and superior amenities. 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 7:00am to 11:00pm.

What type of beds are offered?
We offer king and double beds and some suites have sofa beds. Specific details on bedding configurations per suite are outlined in Suites.

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?
Yes.

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

Activities

How can I arrange tours and excursions outside the resort?
You may schedule tours, activities and other services prior to arrival by using our E-Concierge tool.

What is the difference between an activity and an excursion/tour?
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 an additional charge.

Are cabanas available for rent?
Double Deck beach cabanas may be reserved at additional cost, please visit E-Concierge to learn more.

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: erick.blanco@hyatt.com.

Can I sunbathe topless on the beach?
No, due to local regulations.

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 availability with prior planning. Additional costs apply.

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 Zilara Cancun sister property?
Dinner reservations may be arranged in advance with concierge, exchange privileges are for dining only and subject to availability.