FAQs about our Services and Amenities

Pushchairs and cribs are provided, subject to availability, at our all-inclusive family resorts.

Any special requests related to food or drinks can be made when checking in, and at each restaurant.

Children aged 4 years and over are welcome to enjoy The Playroom. Children under the age of 4 are also welcome, however they must always be accompanied by a parent or adult family member.

Children under the age of 4 are welcome to visit The Playroom, however they must always be accompanied by a parent or adult family member.

Our all-inclusive family resorts offer activities for everyone, all day long. At Moon Palace Cancun, Moon Palace Nizuc, Moon Palace Jamaica and The Grand at Moon Palace Cancun, we have an area for all ages, which teenagers love, called Wired Lounge, which offers arcade and console games, internet games, and food and drinks. There are also water-based activities such as the Flowrider® double wave simulator, and nonmotorized water sports such as paddleboarding, kayaking, and more.

Guests at The Grand at Moon Palace Cancun can also enjoy a water park, minigolf, and other areas which are perfect for teenagers, as well as a bowling alley (at an additional cost).

Our all-inclusive resorts have a parking lot, however, certain resorts have a limited capacity, such as Sun Palace, Cozumel Palace, Playacar Palace, and Isla Mujeres Palace.

Guests and attendees at events may park their vehicles at our resorts free-of-charge. Please bear in mind that certain properties have a limited capacity for parking.

Guests may enjoy our valet parking service on arrival at the motor lobby, or they may park their vehicles themselves.

Schedules may vary in different restaurants at each resort. However, breakfast is generally available from 6:30 a.m., lunch from 12:30 p.m., and dinner from 6:00 p.m. Please consult the Palace Resorts or Le Blanc Spa Resorts App for specific times. Room service is available 24 hours a day.

All our restaurants and kitchens have been received the "Distintivo H" certification, awarded for excellent food and sanitary hygiene and quality, by the Ministries of Health and Tourism.

Your all-inclusive stay includes unlimited food and beverages at our restaurants and bars. Please bear in mind that reservations are required for certain restaurants.

Most of our restaurants offer vegetarian options, throughout our resorts.

Most of our restaurants offer vegan options, throughout our resorts.

There are currently no halal options at our restaurants.

All our indoor restaurants are air-conditioned.

It is possible to order a single glass of wine at our restaurants or bars, it is not necessary to order the whole bottle.

Food is served on our hotel beach, generally in the area around the sun loungers.

Food and drinks can be consumed in the area near the pools.

We offer a large number of sun loungers, however, in peak seasons or when occupany is high we recommend getting there earlier.

It is not possible to reserve sun loungers at most of our resorts. Balinese huts at Le Blanc Spa Resorts (additional cost) require a reservation.

Guests may bring their own inflatable toys to the pools.

If you require help inflating your toys we can help you at no additional cost.

The pools at our resorts are generally open from 7:00 a.m. to 7:00 p.m.

Our family resorts offer kids pools, which are appropriately shallow.

In order to use pools other than kids pools, children must know how to swim and be under constant supervision of an adult.

In the outdoor areas near our bars, pools, courts and games, we offer a number of chairs and leisure spaces.

All our resorts offer an enhanced, high-speed WiFi connection resort-wide.

There are no microwaves in the rooms. If you need to heat any kind of food, medication or article, please let our staff know.

Our Family Deluxe rooms and Presidential Suites offer two adjoining rooms.

Our CHI hairdryers do not include accessories, however there is also a CHI hair straightening iron in every room.

Each room includes one CHI hairdryer and hair straightening iron.

Additional hair dryers and hair straightening irons can be requested, subject to availability.

Our room TVs aleady offer a streaming device, however you may use your own if you let a member of our staff know beforehand. Please note that it is the guest's responsibility to cover any subscriptions which may be requested for apps or channels.

Additional beds are single rollaway beds, which are subject to availability.

Guests may request specific amenities for their room when making their reservation. All requests are subject to availability.

Our night clubs are located away from the rooms so as not to disturb guests who are sleeping.

Moon Palace Cancun, Moon Palace Nizuc and The Grand at Moon Palace Cancun have tennis courts which can also be used to play pickleball.

We recommend that those using the equipment have adequate cardiac resistance and basic strength to be able to handle the gym equipment correctly.

Moon Palace Cancun, Moon Palace Nizuc y The Grand at Moon Palace Cancun have bicycles for the use of the whole family. Number of bikes and frame sizes are subject to availability

All tours within the destination have an additional cost.

Times and dates of the various activities offered at our resorts can be consulted in the Palace Resorts and Le Blanc Spa Resorts App.

Airport transportation may be booked with us at an additional cost, just visit https://transfers.palaceresorts.com/ and complete the form with your confirmation number, arrival details and number of guests, no later than 48 hours before your check-in date. 

Certain reservations may include such service (restrictions apply), please verify this in your booking confirmation.

The cost of the airport transportation service may vary depending on the resort, kind of transportation, and time of year. Please consult your options for travel dates with our vacation specialists or by emailing transfercancun@palaceresorts.com (Cancun), tourandtransfer@leblancsparesorts.com (Los Cabos), or transfersjamaica@palaceresorts.com (Jamaica). Certain reservations may include such service (restrictions apply), please verify this in your booking confirmation.

It is compulsory to include seat belts on transportation in Mexico.

Child seats are subject to availability.

Free transportation to sister resorts is not currently included, but can be arranged at an additional cost.

Airport transportation may be booked with us at an additional cost, just visit https://transfers.palaceresorts.com/ and complete the form with your confirmation number, arrival details and number of guests, no later than 48 hours before your check-in date. 

Certain reservations may include such service (restrictions apply), please verify this in your booking confirmation

Our standard of all-inclusive includes signature amenities, luxurious accommodations, top-shelf drinks, unlimited dining at world-class restaurants, 24-hour room service, enhanced WiFi connection resort-wide, in-room mini bar and liquor dispenser, CHI bath amenities, in-room whirlpool tubs*, unlimited calls to the Continental US, Canada and Mexico, world-class entertainment, and much more.

*In-room double whirlpool tubs not available at Moon Palace Jamaica or Le Blanc Spa Resort Los Cabos.

Yes. You can order room service 24 hours a day. Simply call from your suite and we’ll bring your order to your door.

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

Guests staying at Moon Palace Cancun, Beach Palace, Sun Palace (couples-only), Playacar Palace, Cozumel Palace or Isla Mujeres (couples-only) have the added benefit of complimentary access to all-inclusive facilities at any of these 6 sister resorts (does not include access to Le Blanc Spa Resort Cancun (adults-only) and The Grand at Moon Palace Cancun).

Guests staying at Le Blanc Spa Resort Cancun have complimentary access to the all-inclusive facilities of any of the abovementioned sister resorts and The Grand at Moon Palace Cancun.

Guests staying at The Grand at Moon Palace Cancun have complimentary access to the all-inclusive facilities of any of the abovementioned sister resorts. Not applicable for Le Blanc Spa Resort Cancun.

Transportation between resorts is not included.

You will be able to book tours before arrival by contacting our vacation planners at vipvacationplanner@palaceresorts.com. (Cancun), or toursjamaica@palaceresorts.com (Jamaica).

Please reach out to vipvacationplanner@palaceresorts.com for more information.

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

For the majority of our restaurants the following dress code applies: to ensure a truly elegant atmosphere, please adhere to our smart-casual dress code of long pants or tailored, collared short or polo shirt. For Lumière at our Le Blanc Spa Resorts properties the following attire is required: Formal. Slacks required for gentlemen. Please avoid sleeveless t-shirts, jeans, sneakers or sandals.

Please note: bare feet, water shoes, swimsuits or sleeveless shirts are not permitted in our restaurants.

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.

Our complimentary lobby-to-lobby shuttle runs 24 hours a day, every 30 minutes.

Moon Palace Cancun is a family-friendly resort, therefore children are welcome in most areas of the resort. However, there are a few areas which are for adults only, including Noir, Sky Lounge and The Pub.

Yes of course! Moon Palace Cancun has a beautiful beach for guests to enjoy, along with a seaside gourmet snacks and drinks service. This huge stretch of sand offers one of the best beaches in Cancun for those looking to kick back under the Caribbean sun during their vacation in Mexico.