Frequently
Asked Questions

x
Age:
Age:
Age:
Age:

EVERYTHING YOU’VE EVER WANTED
TO KNOW ABOUT PARADISE

There is an electricity that courses through Playacar Palace. We are always on the go to thrill you, pamper you, and exceed your expectations. We are alive, growing and breathing every day. Surpassing your dreams makes it all worth it. Find out everything Palace related here!

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 kiosko.palaceresorts.com, or kiosko.leblancsparesort.com if you are at Le Blanc Spa Resort.

Our all-inclusive offering provides our guests with unparalleled service and signature amenities and 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 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, daily and nightly activities, use of our surf simulator and more. All of this at no extra charge. A better question may have been what's NOT included! Guests who also book 5-8 nights, will receive a $1500 Resort Credit to use toward spa services, golf, tours and more. (Subject to additional terms and conditions as well as a 16% fee.) The jacuzzi does not apply to Moon Palace Jamaica. Surf simulator only applies to Moon Palace Cancun, Jamaica & The Grand.

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.

es. Free Wi-Fi is available all throughout our resorts and inside every suite.

None of the restaurants inside Palace Resorts properties require reservations except for our Oriental restaurants, Riviera Maya (Mexican), Trattoria (Italian), located in Moon Palace Cancun, The Grand: JC Steak House, and Le Chateu - Adults Only. All others simply require that you show up with a healthy appetite.

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

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 a one night penalty. If you're arriving between Apr. 9th, 2017 – Apr. 16th, 2017, you will be charged in full at the time of booking.

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 the original 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 a one night penalty. If you're arriving between Dec. 24th, 2017 - Jan. 3rd, 2018, you will be charged in full at the time of booking.

Reservations for travel dates between Dec. 24th, 2017 - Jan. 3rd, 2018- 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 the original stay. Reservations for travel dates between Jan. 4th, 2018 - Mar. 24th, 2018 - 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 a one night penalty.

Reservations for travel dates between March. 25th, 2018 – Apr. 1st, 2018- 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 the original stay. Reservations for travel dates between Apr. 2nd, 2018 - Dec. 23rd, 2018 - 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 a one night penalty.

Early Departure Policy
• Reservations for travel dates between Jan. 4th, 2017 – Dec. 23rd, 2017. - For guests who check-out prior to the check-out date on file, there will be a one night penalty fee added to their bill.
• Reservations for travel dates between Dec. 24th, 2017 - Jan. 3rd, 2018. - For guests who check-out prior to the reservation date on file, there will be a three-night penalty fee added to their bill.
• Reservations for travel dates between Jan. 4th, 2018 – Dec. 23rd, 2018. - For guests who check-out prior to the check-out date on file, there will be a one-night penalty fee added to their bill.

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. This benefit does not apply to The Grand & Le Blanc.

You will be able to book tours before arrival using your resort credit by contacting our vacation planner at toursinfo@palaceresorts.com.

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.

To view a detailed list of the excursions we offer (with and without the Resort Credit) please download the "Palace Resorts" app (Apple and Android). There, you will find a detailed description of each excursion, along with menus. You may also reach out to vipvacationplanner@palaceresorts.com for more information.

We kindly ask that you advise our Public Relations desk as soon as you arrive, of any allergies you may have. They will advise our culinary teams and will provide you with further instructions.

We have a variety of gluten free options at all restaurants at all our resorts. These options are designated with a special symbol in our menus. If you have a gluten-allergy, please let our public relations desk know and they will provide you with further instructions.

At Palace Resorts the all-inclusive fee is covered with your room rate, however if you're booking your reservation through Interval International, there is an additional fee for your exchange, required for our all-inclusive features which include unlimited dining in any of our restaurants, 24-hour room service, premium drinks and more signature services and amenities. For information about all-inclusive fees through Interval International, please dial 1-844-272-5223 or 1-305-925-3094. As a member of Interval International you have exclusive rates.

While gratuities are included with your stay, you may choose to provide additional tip at your convenience.

Depending on how many nights you book, you may be eligible to receive a Resort Credit (total amount depends on your length of stay) that can be used toward tours, spa services, romantic dinners, golf and more. To view our Resort Credit brochure, please visit www.palaceresorts.com/rcbrochure. There you can view full details, along with our terms and conditions, including information about the 16% fee that is charged on all services and products that are rendered with the Resort Credit. (Please note that golf is not available at Moon Palace Jamaica Grande)

You may also reach out to info@palaceresorts.com for more information.

Medical Service is provided 24 hours all year long [Room Charge]

- Morning 9:00 am to 6:00 pm
Doctor’s office 80 USD, Room 90 USD

- Afternoon
Doctor’s office 90 USD, Room 100 USD

Wherever you prefer both currencies are accepted. As a matter of fact for your convenience you will find in our three lobbies exchange windows.

Our resort accommodates physically challenged guests with handicap rooms and wheelchair accessible facilities such as pools, restaurants, grounds, nightclubs and bars.

PLAYACAR
PALACE

  • vickyguile

    Brighton

    Family holiday

    The lobby bar is ideal but come an evening the entertainment is on in there which is too loud for others just wanting a quiet drink - there is a Luna lounge which would be better for the entertainment to be on in there and maybe just background music in the lobby bar.

  • Hudson1997

    Kansas City, Missouri

    Paradise

    This was a perfect place for a beach getaway. The hotel is immaculate, food and service was excellent, and lots to do! The only sad part was we only stayed 4 nights. I love the location and easy jaunt over to the sister hotel in Cozemel.

  • 282sarahjanes

    Buckinghamshire, United Kingdom

    Wedding

    Upon arrival we were abit disappointed with confusion at check in but the following morning it was resolved .The rest of the holiday and wedding exceeded all expectations and we will definitely be returning one day.