Hyatt Ziva Cancun FAQs

Experience the vacation of a lifetime at Hyatt Ziva Cancun, where sparkling outdoor pools, exceptional dining, spa rituals and exciting water sports are all part of the adventure. Get all the FAQs on our Cancun resort to enhance your getaway, from how to book spa treatments and tours to culinary requests and the best places for family and group dining. Whether you want to upgrade your suite to overlook the beach, design a beer tasting journey or arrange airport transportation, you’ll find it all right here. Enjoy!

Q: How close is the resort to town?

A: Located steps away from some of the hottest venues in Cancun and along the hotel strip, the resort is close to the most exciting nightlife, crafts markets, grocery stores, shopping and sightseeing. City center is only 9.5 km, or 6 miles, from our Cancun resort.

Q: Is pre arrival check-in available?

A: No, pre-arrival check-in is not available at this time. Check-in time is at 03:00 PM, and check-out time is at 12:00 PM. If you arrive prior to check-in time, you may leave your luggage at the front desk for storage.

Q: Are Turquoize guests eligible for complimentary round-trip airport transfers?

A: Yes, a 48 hour prior reservation and a 4 night minimum stay is required. The service is not applicable to social or meeting groups. To secure a transfer, you must contact the resort in advance by emailing or by calling toll free: 1-800-935-2194 (USA/CAN).

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

A: US dollars are more than welcome here, and we recommend US dollars. You may also convert US dollars to Mexican Pesos at the resort.

Q: Is money necessary for anything on property?

A: Yes, you will need money for any additional services and activities you wish to purchase. These may include:

  • Local or international phone calls
  • Laundry services
  • Spa services
  • Babysitting services
  • Suite upgrades
  • Private events
  • Tastings
  • Transport, taxis and transfers
  • Car rental services
  • Tours and activities

For more information, please contact our Concierge Desk upon arrival.

Q: What is the smoking policy?

A: For your health and wellbeing, Hyatt Ziva Cancun is a smoke-free resort.

Q: What types of beer are available?

A: The resort serves a variety of domestic and international beers, including XX, Tecate & Tecate Light, Heineken, as well as artisanal beer from our microbrewery at the Tres Cervezas Bar.

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

A: We will do our best to accommodate your group in nearby suites, based on availability.

Q: Upon arrival, can I upgrade my room?

A: Yes, guests may upgrade their room or suite based on availability. Extra charges apply.

Q: Is the resort wheelchair accessible?

A: Yes, Hyatt Ziva Cancun is wheelchair accessible.

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

A: Yes, mailing packages may be done at an additional cost.

Q: What laundry and dry cleaning services are available? Can I do laundry myself? What is the cost?

A: Laundry service is available at an extra charge, and we do not have a self-service laundry facility. Please contact concierge for further detail.

Q: Does the hotel provide 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, it is important for guests to mention any special dietary needs prior or upon arrival. We are able to accommodate people with severe food allergies and other needs. Please call ahead with your reservation number or contact concierge directly.

Q: Does the resort have options for vegetarians?

A: Yes, Hyatt Ziva Cancun offers vegetarian options.

Q: Are there age requirements for entering bars on property?

A: No, but alcohol and beers are only served to guests 18+ years old.

Q: Does the resort offer day passes?

A: Yes, please arrange this with Hyatt Ziva Cancun guest services. Day passes are subject to availability and restrictions may apply.

Q: Does the hotel provide shuttles or transportation around the local area?

A: Yes, the resort is able to provide local transportation. Please contact concierge for further detail.

Q: Are cabanas available for rent?

A: Yes, cabana and double deck cabanas may be arranged with concierge.

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

A: Yes, please check availability of openening dates and times upon your arrival.

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

A: The distance— Ocean Front guestrooms are closer to the beach than Ocean View guestrooms.

Q: Is there an ATM at the hotel?

Yes, an ATM is available near the main lobby. We encourage guests to check with their bank/s prior to arrival on any fees that ATM withdrawals may incur during their visit to Cancun.

Q: Which restaurants are recommended for large parties? Does group dining need to be planned in advance?

A: El Mercado (buffet) and Tradewinds (a la carte) are open for breakfast, lunch and dinner and can easily accommodate large groups and families. Large groups and personalized family dining services do require reservations and an extra fee will apply, please contact concierge for further detail.

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

A: The resort can help arrange a variety of exciting ecological and cultural tours. Excursions to ruins, theme parks and water sports can be booked at the tour desk right at the hotel.

Q: Can you book off-property excursions at the resort?

A: Yes, this can be arranged at the excursions desk on property.

Q: Are all Spa treatments included?

A: All treatments at the Spa are at a surcharge, payable with credit-card only. Please contact concierge to schedule an appointment in advance.

Q: Can I choose my room online?

A: No, you may not choose your room online. Specific room numbers will be assigned a day prior to arrival.

Q: Are the pools heated?

A: It’s Cancun, where the weather is always so warm, so there’s no need to heat the pools, the temperature is always perfect. However, there are three oversized whirlpools on property.

Q: Is there an adults-only pool?

A: Yes, there is an adults-only infinity pool that is accessible to guests staying in our new adults-only, all beachfront tower, Turquoize.

Q: Is there babysitting available? If so, is there a fee for babysitting?

A: Yes, Hyatt Ziva Cancun does offer babysitting services for kids ages 4 to 12. This is available for US$20 per hour per child and US$30 per hour for 2 children, with a minimum service time of 2 hours. All of our babysitters are certified, and we ask that you book the services at least 24 hours in advance with the concierge. Cancellations should be requested at least 3 hours prior to service, otherwise a US$40 fee applies. Services are based on availability and the price is subject to change.

Q: Are there transportation options to and from the airport?

A: Yes, there are transportation options to and from the airport. Please contact concierge for booking. invalid link:

Q: Are there balconies in all rooms?

A: Yes, Hyatt Ziva Cancun boasts private balconies with a variety of views.

Q: Are there any restaurants open late at night?

A: Yes, some of the restaurants are open late at night until 11:00 PM, our sports bar Tres Cervezas is open until 01:00 AM. We also have a 24-hour lounge, offering snacks and beverages.

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

A: No, we do not offer rates that are not all-inclusive.

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

A: A honeymoon special amenity is available upon request free of charge; however, a recent marriage certificate will be requested.

Q: Does the resort have a swim-up bar?

A: Yes, Dips & Sips is our swim-up bar located in the beautiful main pool.

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

A: Yes, premium liquors are available at every bar at Hyatt Ziva Cancun.

Q: What type of liquor is included within the rooms?

A: Beer can be found in all rooms. Small bottles of rum, tequila and whisky are available in Club Tower and Turquoize rooms.

Q: What types of vodka are offered on property?

A: Hyatt Ziva Cancun offers premium spirits, and examples range from Absolut to Grey Goose. All premium liquors are included.

Q: What are the dress code requirements?

A: Casual dress is required for most resort areas. Smart Casual up to Formal Casual may be required in certain venues.

Q: What is the pet-policy?

A: Hyatt Ziva Cancun does not allow pets.

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

A: Yes, this may be arranged at a surcharge with our concierge during your stay or before.

Q: What types of watersports are offered?

A: Kayaks, stand up paddle, water polo and AquaStrong classes are just a few watersports that we offer.

Q: Is the Dolphin Experience included?

A: No, swimming with the dolphins is not included. You may enjoy a spectacular view of the dolphin habitat from one of our Hyatt Ziva Dolphin View Master Rooms.

Q: Are reservations needed for any of the restaurants on property?

A: No, all restaurants and bars are first come, first serve.

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

A: Yes, and we recommend arranging your session one day prior to your preferred date. Photography services are offered at a surcharge, please contact concierge in advance to arrange.

Q: Are kids allowed at every restaurant? Are there any restrictions?

A: La Bastille is only for adults; however, we do offer 6 more restaurants where children are welcome.

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

A: You may reach the hotel via telephone at 01 (52) 998 848 7000 or via email.