Live chat software Frequently Asked Questions - FAQ | Palace Resorts®
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Everything you’ve ever wanted
to know about paradise

There is an electricity that courses through Palace Resorts. 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!

The only restaurants which require a reservation within Palace Resorts properties are as follows: Oriental restaurants (for Teppanyaki and Hibachi tables); Moon Palace Cancun: Riviera Maya (Yucatecan) and Trattoria (Italian); The Grand at Moon Palace Cancun: JC Steakhouse, Le Château (French), Cielito Lindo (Contemporary Mexican) and Cusco (Peruvian); Playacar Palace: Lahna (Yucatecan), Lumiere at Le Blanc Spa Resort Cancun and Los Cabos. All the others simply require you show up with a healthy appetite!

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.

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

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 Dec. 18th -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 Dec. 17 - 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.

The remaining balance, after the early departure penalty is applied, will be reimbursed within 14-21 business days.
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.

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.

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 online you can enjoy a five-star welcome that includes: greet service at airport, airport-hotel luxurious round-trip transportation, complimentary water and/or non-alcoholic beverages, fresh towels, and pick up reconfirmation 24 hours prior to departure.

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.

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

A number of our pools are heated such as our Diamond Pool in the Nizuc section of Moon Palace Cancun; Caribeño Pool, Unique Day Club, Wellness Pool, Swim-up suite pools, and the pool outside Cusco at The Grand at Moon Palace Cancun.

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.

For dinner, certain restaurants require long pants, collared shirt and shoes, including Le Château (The Grand at Moon Palace Cancun), Bocelli (Beach Palace & Playacar Palace), Turquesa (Cozumel Palace), Arrecifes, Trattoria and Riviera Maya (Moon Palace Cancun), La Gondola (Moon Palace Jamaica), Aurora and La Tratto (Sun Palace), and most of the restaurants at Le Blanc Spa Resort Cancun and Le Blanc Spa Resort Los Cabos. 

Wet clothes and uncovered swimwear are not allowed at a number of Palace Resorts’ restaurants.

All of our resorts are smoke free, including pool areas. Smoking is only permitted in designated areas.

For Moon Palace Cancun

The only restaurants which require a reservation within Palace Resorts properties are as follows: Oriental restaurants (for Teppanyaki and Hibachi tables); Moon Palace Cancun: Riviera Maya (Yucatecan) and Trattoria (Italian); The Grand at Moon Palace Cancun: JC Steakhouse, Le Château (French), Cielito Lindo (Contemporary Mexican) and Cusco (Peruvian); Playacar Palace: Lahna (Yucatecan), Lumiere at Le Blanc Spa Resort Cancun and Los Cabos. All the others simply require you show up with a healthy appetite!

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.e.

For our guests’ convenience, the complimentary shuttle that transports our guests from lobby-to-lobby runs 24 hours a day, every 15 minutes.

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.

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.

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.

Moon Palace is a family friendly resort, therefore, children are welcome in most areas of the resort. We do have a few areas that are adults only, and these include Club Noir and Unique, the Sky Lounge and The Pub.

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)

Moon Palace Cancun is all inclusive resort designed for guests seeking to relax away from the noise of the city, in an atmosphere of luxury that you will relax fully. Just 25 minutes from the beautiful Cancun’s hotel zone, you may be using our exclusive service of Palace rent a car offering through Telemarketing.
You may also reach out to vipvacationplanner@palaceresorts.com for more information.

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Ranks among the best resorts in all destinations

PALACE
RESORTS

  • BJRD

    Wilmington, North Carolina

    Excellent entertainment staff

    We spent a week at Beach Palace, Cancun with our family. The entertainment staff kept us busy and entertained all week. Pool volleyball, Zumba and yoga. Trivia games every day and lots of nightly entertainment. Fun for kids and adults.

  • Tahira R

    Bradford, United Kingdom

    Fantastic Hotel

    It’s the first time we have visited Cancun and stayed at the Sun Palace Hotel, we will definitely be going back again. I couldn’t have asked for a better hotel. It was just truly amazing. The food was great. The hotel staff were so polite and friendly.

  • Art H

    Bluffton, South Carolina

    Moon Palace All Inclusive

    Wow! What a week this Is truly a five star resort. If I heard it from one, I heard it from all servers, "Its my pleasure to serve you". The resort's rooms were upscale and the food and food service was five star. We will definitely go back next year.

  • Lizzieoneill

    Altinkum, Turkey

    Wow! What a hotel

    Amazing, staff are wonderful and the beds are so so comfortable, I'm trying to find out what the mattress is so I buy one! I will definitely be back! Oh and try the Bob Marley cocktails (yeah man).

  • Harry S

    Lee's Summit, Missouri

    Amazing Resort!

    I have stayed at many very nice hotels, but the Le Blanc Spa Resort is my new favorite. This hotel is indeed worthy of their Five Diamond rating! The overall service at the Le Blanc is EXTRAORDINARY! From the pool servers to the butlers, we never waited for anything!