Frequently Asked Questions Palace Resorts
• What’s included in $1500 Resort Credit?
On top of the already unmatched all-inclusive luxury amenities and service, this resort credit can be used on spa and beauty salon treatments, golf outings, tours, romantic dinners, upgraded wine list and our select Palace Resorts Wedding Collections*. With our new Palace Resort Kiosko app, you will be able to know the amount of Resort Credit given to your reservation and check its balance and all the transactions made during your stay at Palace Resorts. What’s better is that the app is completely free, and it can be found on Apple’s app store.
• What tours do you offer your guests?
There’s so much of Cancun and the Yucatan to see beyond the grounds of Sun Palace, and our Cancun activities and tours are an ideal way to experience these memorable sights. Take a tour of the Chichen Itza pyramids, visit Mayan city of COBA, check out the walled Mayan city called TULUM EXPRESS, or have an adventure with dolphins at our ULTIMATE DOLPHIN SWIM EXPERIENCE. Visit our tours section to learn about these and other exciting options.
• What is the best way to arrive at my resort from the airport?
There are different ways to safely reach your resort from the airport: car rental, taxi or have family and/or friends waiting for you when you arrive, but the best way to do so is by taking advantage of our Stress-Free Arrival offer. When you book your vacation on-line you can enjoy a five-star welcome that includes: greet service at airport, airport-hotel luxurious roundtrip transportation, complementary water and/or non-alcoholic beverages, fresh towels, and pick up reconfirmation 24 hours prior to departure.
• Is Room Service included with my all-inclusive package?
Yes. You can order room service 24 hours a day. Simply call from your suite and we’ll have anything you order from the menu at your door.
• Is there free Wi-Fi connection at the resort and inside the suites?
Yes. Free Wi-Fi is available all throughout our resorts and inside every suite.
• Do I need to leave a deposit in order to book a suite?
Palace Resorts requires that you only leave 20% of the total amount of your stay. These charges will be reflected immediately on the guests’ credit card or bank account.
• Do any of your restaurants require reservations?
None of the restaurants inside Palace Resorts properties require reservations except for our Oriental restaurants and Trattoria (Italian), located in Moon Palace Golf & Spa Resort. All others simply require that you show up with a healthy appetite.
• Who should I contact if I want to play a game of golf?
Class reservations can be made upon your arrival at the Resort directly with your Palace Vacation Planner from 7:00 am - 6:30 pm. For further information or questions please contact us directly at email@example.com or call the golf course desk. To make reservation you may send your request to firstname.lastname@example.org
• Cancellation Policy and No show Policy
Cancellations from January 4, 2013 to December 23, 2013 0-3 days prior arrival 1 night penalty, up until 4 days prior to arrival No penalty. Cancellations from December 24, 2013 to January 3, 2014 0-14 days prior to arrival 3 nights penalty Up to 15 days prior to arrival No penalty. Cancellations from January 4, 2014 to December 23, 2014 0-3 days prior arrival 1 night penalty, up until 4 days prior to arrival No penalty.
• What does the all inclusive include?
Enjoy unlimited food and beverage, nightly entertainment, 24-hour room service, a liquor dispenser and minibar in your guest room and an abundance of other services and amenities, without concern for cost. It’s all covered in our o All-Inclusive Features, even all taxes and gratuities.
• Exchanges privileges
Once you stay at one of our resorts you will be able to visit our sister resorts and enjoy the amenities, restaurants, pools etc. no extra cost.
• How to book tours using our resort credit before arrival?
You will be able to book tours before arrival using your resort credit by contacting our vacation planner at email@example.com
• Why does Palace Resorts charge an 16% service fee on the Resort Credit.
A. This nominal fee is important in order for us to be able to compensate our various partners and staff that support the Resort Credit inclusions such as tours, photography and salon services. Much like the tax and gratuity charge we include as part of a guest’s hotel reservation, the Resort Credit fee allows us to cover these incidentals for Resort Credit promotion offerings as well.