Frequently Asked Questions

 

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How far in advance to make a reservation?

Palace Resorts are very popular so it is best to book your reservation at least 90 days prior to your date of travel. Some months are busier than others and we always suggest that you make your reservations as soon as you know the dates of travel.

How do I make a reservation?

To make a reservation for one of the Palace Resorts, you can:
1. Click on the Information Request Form and give us the information.
2. Call us at 1-231-582-2507 for all the information you need
to make your reservation.
3. Palace Resorts will process all payments for room reservations.

When is payment due for my hotel reservation?

Payment in full is required 60 days prior to your arrival date. Some of the Palace Resorts will sell out prior, therefore, Palace Resorts will not guarantee your room confirmation until payment is made in full.

What is the cancellation policy for my reservation with Palace Resorts ?

Palace Resort cancellation policy for the all-inclusive accommodations is: you can cancel up to 14 days prior to your vacation date for a full refund. If you cancel less than 14 days prior to your vacation date there is a one night cancellation fee. You need to notify us at least 2 days before that to give us time to notify them since they are closed on Saturday and Sunday.

In addition to this policy, if you paid our member fee via Pay Pal, we will refund the total amount, minus the processing fees.
If a late cancellation resulted in the week being deducted from our membership, the member fee will not be refunded.

Will I receive a confirmation?

After your reservation is made, we will receive an acknowledgement with your reservation number and dates of travel. Once your payment has been received in full, Palace Resorts will send us your paid hotel confirmation which we will forward to you.

Can we request a certain room?

We can request where you would like to be located, and the front desk will try and honor your request if it is available for your arrival date. There are "No" Guarantees.

Can more than 4 guests occupy one room?

The maximum occupancy per room at all the Palace Resorts is 4 persons. However, if you have a family of 5, consisting of 2 adults and 3 children (age 6 and under) or 4 adults and 1 infant, then this will be allowed for the Moon Palace and the Beach Palace only.

Can you trust us?

We have been Palace Premier Members since 2000, and our membership is in good standing which can be verified.
We have a lot of guests that have made their reservations with us more than once and have been very happy with our service and have felt confident to refer their family and friends to us.
We are happy to be able to offer you a discounted price to the All Inclusive Palace Resorts which we think are some of the finest luxurious vacations you can find and we know exactly what they have to offer and we know that you will get everything in the package that is listed.
Palace Resorts will process all payments for room reservations
We look forward to our vacations at the Palace Resorts every year as we know it's the Best All Inclusive Resort in Cancun.

Do you offer cancellation insurance?

We do not sell cancellation, trip interruption, or medical insurance. Travel Guard Insurance offers various plans and can be reached 24 hours a day at (877) 248 -8992 for more information.
Travel Guard Insurance Protection
Cruise, Tour and Travel
Protect Assist
Air Ticket Protection

Are airport transfers included?

Yes, Airport Transfers are included in the all inclusive Package of seven nights or more.

How do we get around in Cancun?

Palace Resorts offers a daily courtesy bus service from the Moon / Sunrise Palace to Sun Palace, Beach Palace and Cancun Palace several times a day on a first come first served policy.
There is also a courtesy bus once a day leaving the Aventura / Spa Palace and to the downtown Palace Resorts and Moon / Sunrise Palace.
There is also a public bus for transportation that offers service in downtown Cancun and the hotel zone.
Taxi's are available 24 hours a day and are always waiting right outside your resort. The rates are posted in the lobby of the Palace Resorts.
It is very helpful to ask the driver how much the fare will be before you leave to your destination.
Car rentals are available at the airport and the resorts.

Is there purified water at Palace Resorts?

Each Palace Resort has their own water purification system. There is also bottled water for drinking in several locations of the Palace Resorts.

Is babysitting available at Palace Resorts?

Babysitting is available at the Palace Resorts and we ask that you check with the individual resort directly on the charge per hour .

Are there supervised activities for children?

There is a kids club at the Moon Palace, Beach Palace and Xpu-Ha Palace that features daily pre-planned activities and are always under the direct supervision of staff counselors.

What tours are included?

You can choose from the following free tours. You can visit Chichen Itza, Isla Mujures, Chichen Itza (light & sound), Coba, Tulum, Ek-Balam* Valladolid. (These tour locations are subject to change)

Are there optional tours?

There are many optional tours that are available to you for a fee and you can always book them with the Chaza Travel Agency that is located in all of the Palace Resorts.
Some of the tours include, swimming with the dolphins, scuba diving, jungle tour in a boat, snorkeling, parasailing, skyrider, Cancun Queen steam boat, Subsee Explorer, waterskiing, water & adventure park, golf, horse back riding, deep sea fishing, Xcaret, Xel-Ha and more.

What time is check-in and check-out time?

Check In is at 3pm and Check Out is at 12 noon. If you arrive in the morning on your arrival day, the hotel will store your luggage and some of the resorts have a hospitality room or lockers that are available for you to use.
They will give you your all inclusive wristband and then you can start enjoying all the amenities right away and during the day you can relax by the pool or join in on the activities.

Do I need to bring a beach towel?

Large beach towels are available at the pool side of every Palace Resort. You will receive a towel card when you check in which they will take from you in exchange for the towel. You will need that card when you check out of the hotel otherwise they will charge you for the missing towel.

Which of the Palace Resorts offer weddings?

Weddings at Palace Resorts are Memorable and Royal Affairs.
The Moon Palace offers a beautiful fairy tale wedding, where the bride arrives on a horse drawn carriage.
The Aventura/Spa Palace bring seclusion and romance where the ceremony is held in a gazebo overlooking the ocean and also offers a beautiful fairy tale wedding, where the bride arrives on a horse drawn carriage.
The natural surroundings at the Xpu-Ha Palace will delight you with a special lagoon view.
You will enjoy a romantic dream wedding with whichever Palace Resort you choose.

Do the Palace Resorts have wedding packages?

Unique wedding packages are available for weddings and renewal of vows.

What are the temperatures in Cancun?

The temperatures vary every month and it is important to always consider when you make a reservation what months there are the possibility of hurricanes.

Are there golf courses?

Palace Resorts offers two championship courses.
Playacar Golf Course is one of the top courses in the world as it is challenging and beautiful. Renowned architect Robert Van Hagge designed the 18-hole, par 72 course. It is carved through the dense Mayan jungle, with a competitive course surrounded by lush foliage and aquamarine waters.
The golf club at the Moon Palace is a 7,165-yard, par 72 Jack Nicklaus Signature Course is a championship golf course. Its dynamite layout requires golfers to navigate through native Mayan vegetation as well as numerous natural wetlands and strategically placed bunkers.

Where can I find out how many Mexican Pesos Equal $1.00 US?

We offer a Currency Converter that will give you a good approximation of current money exchange rates