FAQs about our preventive actions for Coronavirus

Due to the current circumstances, if your reservation is made under a rate plan which specifies that refunds are permitted, please allow up to 60 days for the refund to be processed.

Reservations made on or before September 30, 2020 can be modified to any alternative date between now until December 15, 2020, at the same rate and under the same conditions as the original reservation and with no penalties for date changes. 

For updated news please visit https://travel.state.gov/content/travel.html, select Information for Travelers, and then select COVID-19 Country Specific Information.

Select Mexico from the list of countries which appears there.

For updated news please visit https://travel.state.gov/content/travel.html, select Information for Travelers, and then select COVID-19 Country Specific Information.

Select Jamaica from the list of countries which appears there.

Our new program, Purely Palace has been implemented to go beyond the already stringent health and safety measures, with more than 250 preventive actions in place.

The use of face masks by guests is optional. Face masks are provided in rooms for those who prefer to wear one.

Specific health protocols will be activated immediately if a guest shows symptoms of COVID-19, including medical consultation and follow-up and isolation.

For further details please consult our Purely Palace preventive measures

The majority of restaurants are open at our all inclusive resorts, however all buffet services have been temporarily replaced with á la carte service.

Bars and night clubs are open on specified days at our luxury resorts with the corresponding Purely Palace preventive measures in place.

The opening days and hours are specified in the Palace Resorts App.

In order to stay at The Grand at Moon Palace Cancun or Le Blanc Spa Resort Cancun or Los Cabos, your reservation must be made specifically for these resorts.

Our spas are open, with the corresponding Purely Palace preventive measures in place.

A normal program of leisure and entertainment activities is available at our all inclusive resorts, with maximum capacity permitted for each activity and the corresponding Purely Palace preventive measures in place.

Pools and beaches are currently open, with the corresponding Purely Palace preventive measures in place.

The maximum number of guests per room depends on the room category booked and is specified in the description of each room on our websites.

Our new program, Purely Palace has been implemented to go beyond the already stringent health and safety measures, with more than 250 preventive actions in place.

For more details please visit the Purely Palace page.

Our new program, Purely Palace has been implemented to go beyond the already stringent health and safety measures, with more than 250 preventive actions in place.

The health and safety measures in place at our resorts are in compliance with strict local government regulations, and any breach thereof would be subject to local jurisdiction.