Frequently Asked Questions
Is airfare included in the price?
No, flights to Cancun International Airport ( CUN ) are not included. One of our associates will assist in pricing flight options. If you prefer to secure your own flights, we will need your flight information to set-up your transfers between the airport and the resort.
Which airport should I fly into?
Cancun International Airport ( CUN ) is located approximately 12 miles/20 minutes from Hyatt Zilara Cancun.
Can I extend my stay?
Of course! You may arrive as early as June 19th or depart as late as June 28th and receive our special group rate. Register for the room you prefer and put you would like to alter your travel dates in the registration comments section. A member of our team will contact you to discuss.
Are visas and passports required?
A valid passport IS REQUIRED and should expire AFTER December 30, 2023. A Visa is NOT required.
Is roommate matching available?
Unfortunately we are unable to match guests to share a room. You may book a shared room while you are working to secure a trip companion. If unable to secure a roommate, you may cancel before the penalty date and obtain a refund or change to a solo room.
What is the cancellation/refund policy?
Reservation(s) may be canceled, without penalty, up to and including April 25, 2023. Reservation(s) cancelled April 25-May 25, 2023 will have a 25% penalty applied. Any cancellations after May 25, 2023 are non-refundable. In the event 1 guest, in a room with two, cancels and the other guest(s) do not, an additional cost may be incurred. Travel protection will be offered and explained to every guest and is highly recommended.
Is a payment plan offered?
Yes, you may set up a payment plan once your deposit is paid. Final payment is May 1, 2023. You may also finance your vacation using Uplift Vacation Finance. Chandra can share details with you.
What are the options for travel protection/insurance?
Group travel protection is available for each components of travel. Plan options are below. Specific pricing is based upon the components covered (airfare, resort, etc.) and will be provided during the confirmation process.
How are payments made?
Payments are made via Visa, MasterCard, American Express, and/or Discover debit or credit card.
Can payments be made using PayPal, CashApp, Venmo or other money transfer services?
No, payments must be made using a credit or debit card.
After I register, what's next?
Once your registration is received a representative will contact you via email to confirm your registration, discuss airfare needs and obtain complete deposit payment information.
I have additional questions, whom should I contact?
Chandra Nims Brown
Text/Call: 434-305-6449
