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FREQUENTLY ASKED QUESTIONS

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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!

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.

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, 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.

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.

Our Diamond pool in Nizuc Section likewise Caribeño pool at The Grand are the only heated pools we had in the Resort.

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 Moon Palace Cancun

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.

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.

Ranks among the best resorts in all destinations

PALACE
RESORTS

  • Mary Y

    Alamosa, Colorado

    Sun Palace is the best!

    We had another fantastic trip to Sun Palace February 15-25. We are never disappointed staying there - staff, customer service, accommodations,and food are very good!

  • Oringman

    Burke, Virginia

    You will love this resort!

    We love this resort and come back every year. The location and quality of the resort and excellence of the staff make it difficult for us to go anywhere else. The food is excellent. We are never disappointed.

  • Barry G

    Cape Coral, Florida

    Amazing Staff at Isla Palace Resort

    Arriving by Catamaran, we were greeted with warm towels and tropical drinks. Beautiful sunrises and amazing sunsets. Delicious food and nightly entertainment.