The questions guests actually ask.

Before you book

What does all-inclusive actually cover?

All dining at every venue, the standard bar list, your minibar restocked daily, the spa hydrotherapy circuit, golf green fees, non-motorised water sports, the kids club and return airport transfers. Spa treatments, motorised water sports and off-site excursions are charged, and priced openly before you book.

Is there a resort fee or service charge?

No. The rate you are quoted is the rate you pay. Mexican tax is shown separately because the law requires it, but nothing is added at checkout.

What are check-in and check-out times?

Check-in is 3pm and check-out is 12pm. Late arrivals check in from their suite rather than at a desk, and late checkout until 4pm is free whenever the room is not needed.

Is Zavana adults-only?

No, but parts of it are. The infinity terrace, the spa circuit and the sunset lounge are adults-only, and the night terrace is adults-only after 10pm. Everywhere else is for everyone.

How far is the airport?

Cancún International is 22 minutes by car. Transfers both ways are included in every rate, and your driver meets you inside the terminal.

Do you have accessible rooms?

Yes — four step-free suites with roll-in showers, grab rails and wide doorways, plus ramped beach access and a floating beach chair. Tell us what you need at booking and we will confirm specifics in writing.

Can you cater for allergies and dietary needs?

Yes. Tell us once at booking and it follows you to every kitchen, including the buffet, where each station is labelled. Our culinary director will call you before arrival for anything complex.

What is the cancellation policy?

Free cancellation up to 14 days before arrival on standard rates. Packages and buyouts have their own terms, which are stated in full before you commit to anything.