Frequently asked questions
Q: Is Palace Resorts still family owned or has it split?
A: Palace Resorts is and continues to be owned and operated by the same family that began the company 27 years ago. There has been no split and there is no “feuding” within the family.
Q: If there is no split, what is the difference between Palace Resorts properties and the new Hard Rock properties?
A: Having joined together with Hard Rock International to open the first-ever all inclusive Hard Rock Hotel & Casino in Punta Cana, Dominican Republic in January 2011, Palace Resorts announced an extension of this relationship to include the first-ever Mexico all-inclusive Hard Rock Hotels set to launch in 2012. The expansion of the partnership with Hard Rock International has diversified the Palace brand, making it important for specific teams to be implemented for each.
In order to continue to provide the best possible resort experience to guests, Palace Resorts has created a new marketing arm, The All-Inclusive Collection, which will independently promote the new Hard Rock all-inclusive properties. At the same time, a new and separate team will cater to the rest of the company portfolio, reinforcing the Palace Resorts brands. This allows both entities to market the brands independently to different audiences and segments, with a laser focus on the needs specific to each brand and product offering, while continuing to offer the highest quality service and resort amenities leisure and business guests have come to expect.
Q: Does Hard Rock International own Hard Rock Hotel & Casino Punta Cana and the three new All Inclusive Hard Rock Hotels coming to Mexico?
A: Hard Rock International does NOT own the property in Punta Cana or any of the new properties set to debut in Mexico. All properties continue to be owned by the same original entity.
Q: Do Palace Resorts’ guests still have exchange privileges with all of the resorts?
A: As of July 31, 2012, the exchange privileges between brands will change and Palace Resorts guests will no longer have access to the all inclusive Hard Rock Hotel properties. This includes Aventura Spa & Cove (to be rebranded as Hard Rock Hotel Riviera Maya in 2013). Guests will continue to have exchange privileges between all remaining Palace Resorts properties.
**Please note that updates on reflagging dates and the Aventura Palace transformation process will be provided as we move forward**
Q: Is Aventura Spa & Cove Palace remaining open during their transformation into All Inclusive Hard Rock Hotels?
A: Aventura Spa & Cove Palace remain open and fully operation, receiving guests daily throughout their transformation process.
Q: Will there be any construction that will interfere with the guest experience during the Hard Rock Hotel transformation period?
A: All resort enhancements being implemented to create the Hard Rock look and feel at each property will not impair the guest experience in any way. We are taking every step necessary to ensure a seamless process. Any work being done will be non-intrusive and during hours that will not affect our visitors’ vacation experience.
Q: Does the introduction of the new brand limit the number of family friendly resorts available to guests?
A: Absolutely not. For more than 25 years, Palace Resorts has set the standard for what travelers now demand from a luxury all-inclusive experience. Today, it continues to expand and enhance all-inclusive services and amenities, which are unlike any competitors in the marketplace. With that said, both Palace Resorts and the new Hard Rock properties will cater to families with properties ideal for a wonderful family vacation, in addition to resorts perfect for couples and adults only, now with a greater variety of unique experiences from which to choose!