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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/, or http://kiosko.leblancsparesort.com/ if you are at Le Blanc Spa Resort.
•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 any of your restaurants require reservations?
None of the restaurants inside Palace Resorts properties require reservations except for our Oriental restaurants, Riviera Maya (Mexican) and Trattoria (Italian), located in Moon Palace Cancun. 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 firstname.lastname@example.org or call the golf course desk. To make reservation you may send your request to email@example.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.
• 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 firstname.lastname@example.org
• 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.
For Moon Palace Cancun
• Do any of your restaurants require reservations?
All of our restaurants are on a first-come, first-serve basis, with the exception of Riviera Maya and La Trattoria, both located in the Golf Course. Reservations can be made by dialing “0” from your room.
• What does the all-inclusive include?
Our all-inclusive offering provides our guests with unparalleled service and signature amenities, as we are proud to have set the all-inclusive standard. Your visit will include luxurious accommodations, 24-hour room service, unlimited dining at any of our 14 world-class restaurants, wireless Internet, in-room double whirlpool tubs, in-room minibar, top-shelf drinks at any of our bars and restaurants, CHI hair iron, blowdryer and bath amenities, admission to Noir Nightclub as well as the Sky Bar and The Pub, daily and nightly activities, use of our surf simulator, The Flowrider, non-motorized water sports, bike rentals and more. All of this at no extra charge.
• Is the lobby-to-lobby shuttle 24-hours?
For our guests’ convenience, the complimentary shuttle that transports our guests from lobby-to-lobby runs 24 hours a day, every 15 minutes.
• Does it cost extra to play mini-golf or to rent bikes?
Guests may play mini-golf or rent bikes at no extra cost and are available between 9 a.m. and 5 p.m. Please see the attendant for more information.
• Can I hire a babysitter?
We offer babysitting services for an additional fee from a third-party nanny service. To make arrangements, please visit the Public Relations desk during your visit.
• Who should I tell about my food allergies/dietary restrictions?
If you have food allergies or dietary restrictions, please let the Public Relations desk know as soon as you’ve checked-in. They’ll provide you with further information and options.