E.g., 12/07/2016
E.g., 12/07/2016
English

FAQ

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, and our select Palace Resorts Wedding Collections*. With our Kiosko, 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. Visit http://kiosko.palaceresorts.com/

• 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 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 golfacademy@palaceresorts.com or call the golf course desk. To make reservation you may send your request to teetimes@palaceresorts.com

• Cancellation Policy and No show Policy

Reservations for travel dates between Jan. 4th, 2016 - Dec. 23rd, 2016 - Free cancellation up until 4 days prior to arrival with no penalty. For cancellations made within 3 days of arrival, or no shows, guests will be charged one night penalty.

If you're arriving between Dec. 24th, 2016 – Jan. 3rd, 2017, you will be charged in full at the time of booking.

Reservations for travel dates between Dec. 24th, 2016 - Jan. 3rd, 2017 - Free cancellation up until 21 days prior to arrival with no penalty. For cancellations made within 20 days of arrival, or no shows, guests will be charged 3 nights of stay.

Reservations for travel dates between Jan. 4th, 2017 - Apr. 8th, 2017 - Free cancellation up until 4 days prior to arrival with no penalty. For cancellations made within 3 days of arrival, or no shows, guests will be charged one night penalty.

Reservations for travel dates between Apr. 9th, 2017 – Apr. 16th, 2017- Free cancellation up until 21 days prior to arrival with no penalty. For cancellations made within 20 days of arrival, or no shows, guests will be charged 3 nights of stay.

Reservations for travel dates between Apr. 17th, 2017 - Dec. 23rd, 2017 - Free cancellation up until 4 days prior to arrival with no penalty. For cancellations made within 3 days of arrival, or no shows, guests will be charged one night penalty.

Early Departure Policy

For guests who check-out prior to the reservation date on file, there will be a one night penalty fee added to their bill.

Terms and Conditions shall be governed by and construed in accordance with the laws of the State of Quintana Roo, United Mexican States, without giving effect to any principles or legislation of conflicts of law, and you accept this by using this web site.

 

• 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 toursinfo@palaceresorts.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.