Frequently Asked Questions!    
 
How far in advance should I make a reservation?
  • Palace Resorts are very popular so it is best to book your reservation at least 90 days prior to your date of travel. Some months (like Feb. & Mar) are busier than others and we always suggest that you make your reservations as soon as you know the dates of travel.
How do I make a reservation?
  • Click on the Reservation Request Form and give us your information and request needs.
  • Call us Toll Free at 1-800-849-9466 (we will answer Lovill House Inn) for all the information you need to make your reservation.
  • Palace Resorts will process all payments for the all-inclusive portion of the reservation and for air travel with World Vacation Travel in Florida.
When is payment due for my reservation?
  • Payment for our member fee is due immediately.  The All-inclusive fee is required 60 days prior to your arrival date. Remember, a reservation is not confirmed until payment is made in full. Some of the Palace Resorts will  sell out of dates early so prompt payment is recommended. 
What is the cancellation policy?
  • You can cancel up to 72 hrs prior to your vacation date for a full refund.
  • If you cancel less than 72 hrs prior to your vacation date there is a one night cancellation fee. You need to notify us at least 2 days before that to give us time to notify them since they are closed on Saturday and Sunday. 
  • If a late cancellation resulted in the week being deducted from our membership, the member fee will not be refunded.
 What is the policy in case of a Hurricane?
  • At Palace Resorts, they not only offer an unbelievable vacation experience at a surprisingly great value, but they also take the stress out of planning a vacation during Hurricane Season (June-November).
  • Their Hurricane Policy makes it easy to decide that Palace Resorts is the right choice for all your vacation needs. In the event that a hurricane directly hits any Palace Resort while you are on vacation, they will gladly offer a certificate for a return stay to the original resort for the number of unused nights.
  • Cancellations: There will be No Penalties for all passengers scheduled to travel within 72 hours or less before a hurricane strikes. Guests must contact the travel professional they booked their vacation package through in order to cancel.
  • No Show: No Show penalties will also be waived up to 5 days after a hurricane strikes.
  • Early departures: If guests are on vacation at any Palace Resort and wish to depart early due to the threat of a hurricane, a certificate for the number of unused nights will be issued.
  • Relocations: In the event of a hurricane, guests have the option to transfer their reservation to an alternate Palace Resort destination that is not within the storm's projected path (Except Le Blanc). Rooms will be offered at the same rate based on availability. In the event that rates are lower at the relocating hotel, a credit for the difference will be issued.
  • Rescheduling: If guests wish to postpone their vacation and travel at a later date, Palace Resorts will guarantee their original rate for travel from April 15 - December 15, 2009. Guests wishing to utilize this option must reschedule their trip within 30 days following a storm. Blackout periods apply. Rate protection will only apply to the number of original nights and number of guests booked. Additional nights or guests will be booked at current rate. No name changes allowed.
Will I receive a confirmation?
  • Absolutely, your confirmation letter is your "ticket" for ground transportation and your room reservation. Once your reservation is made and paid for in full Palace Resorts will send us your hotel confirmation which we will forward to you.  We recommend that you make a copy of the confirmation and keep it in a separate place from the original when you travel.
Can I request a certain room?
  • We can request where you would like to be located, and the front desk will try and honor your request if it is available for your arrival date.  As Premier members we are guaranteed the best room(s) available and priority room assignment.  Additionally, we will work directly with Palace Premier to assure they are aware of the requests.  However, there are "No" Guarantees.
Can more then 4 guests occupy one room?
  • The maximum occupancy per room at all the Palace Resorts is 4 persons. However, if you have a family of 5, consisting of 2 adults and 3 children (age 6 and under) or 4 adults and 1 infant, then this will be allowed for the Moon Palace and the Beach Palace only.
Can you trust us?
  • We have been Palace Premier Members since 1997, and our membership is in excellent standing, which can be verified. We have a lot of guests that have made their reservations with us more than once and have been very happy with our service, and have felt confident to refer their family and friends to us. We are happy to be able to offer you a discounted price to the All-Inclusive Palace Resorts which we think are some of the finest luxurious vacations you can find. We know exactly what they have to offer that you will get everything in the package that is listed. Palace Resorts will process all payments for room reservations and for air travel with World Vacation Travel in Florida.  The highlight of the year is our vacations to the Palace Resorts.  We believe that it's the Best All Inclusive Resorts in Cancun and the Mayan Riviera.
How do we find out about airfare?
  • If you would like us to check on airfare from a major city in the United States, you can click on the Information Request Form and give us the information. We receive very competitive rates through World Vacations Travel.
  • We will call and make your reservation if you like the price and the itinerary we are able to secure. We will give you all the information required to make the reservations through Palace Resorts directly.   Payment in full is required at the time of booking (VISA, M/C or AMEX).  You may be required to fax a copy of both sides of the credit card as well as a photo ID in order to process your tickets)
  • Information needed:
    • Departure city
    • Dates of travel
    • Number of people in your party
    • Ages of children if applicable. A child under 2 years can fly free as a lap
    • baby. If you want a seat for your child under 2 years, then you would have
    • to purchase a ticket. Sometimes, but not always, airlines will have a child
    • fare which applies to children 11 and under.
    • Are you flexible with your dates? E.g. you specify a Saturday to Saturday
    • travel, but are you able to go Friday to Friday, or Sunday to Sunday? During
    • extremely busy periods such as Thanksgiving, President's Day, and Memorial
    • Day, what is the earliest you can leave, and the latest you can come home.
When do I get my airline tickets?
  • If electronic tickets are not available, a $10.00 document delivery fee will be charged for USA and $20.00 for Canada.
  • If electronic tickets are not available you will receive your tickets sent
  • by DHL Worldwide Express in approximately 7 to 10 days.
  • If you are flying on a charter flight, your tickets will not be issued until 2 weeks prior to your departure date and these will also be sent out by DHL Worldwide Express..
Is the airfare refundable? 
  • Airline tickets are always non-refundable. 
  • If you book your flight on a major airline for a scheduled flight, your tickets are non-refundable. We recommend purchasing travel insurance to cover any penalties that may apply when canceling/reissuing a flight.
  • Depending on the rules of fare you can sometimes re-use the tickets for up to one year from the date of issue for a $175.00-$275.00 per ticket administration fee, as well as any changes in the fare. These tickets have to be used to travel to Mexico only and must be re-booked no later than 24hours prior to your original departure date or you lose complete value of the ticket. These tickets are non-transferable, meaning that you can not do
  • a name change on a ticket. If you book your flight on a charter flight, then you have the option of purchasing additional insurance through the charter company who chartered the flight. There is no set rate for charters, as they all have their own policies, but be sure to ask about cancellation insurance, because it must be purchased with the ticket.
Do you offer cancellation insurance?
  • We do not sell cancellation, trip interruption, or medical insurance. Travel Guard Insurance offers various plans and can be reached 24 hours a day at (800) 826-4919, or visit their website at www.travelguard.com for more information.
Are airport transfers included?
  • Yes, Airport Transfers are included in the all inclusive Package of seven nights or more under our VIP Premier Membership. Arrangements must be made in advance so as soon as Airline Reservations are made and you get the info to us we will take care of that for you.
How do we get around Cancun? 
  • Palace Resorts offers a daily courtesy bus service from the Moon / Sunrise Palace to Sun Palace, Beach Palace and Cancun Palace several times a day on a first come first served policy. There is also a courtesy bus once a day leaving the Aventura / Spa Palace and to the downtown Palace Resorts and Moon / Sunrise Palace. There is also a public bus for transportation that offers service in downtown Cancun and the hotel zone. Taxi's are available 24 hours a day and are always waiting right outside your resort. The rates are posted in the lobby of the Palace Resorts.  It is very helpful to ask the driver how much the fare will be before you leave to your destination if you are using a taxi from a location other than a palace Resort. Car rentals are available at the  resorts.
What type of documentation do I need to travel to Mexico? 
  • PASSPORTS ARE NOW REQUIRED FOR TRAVEL TO ANYWHERE IN MEXICO.  Special tip: When traveling out of the country, you have to take your original documents. It is a good idea to take two photocopies of your travel documents, put one in your luggage, separate from the originals, and leave one at home. This way, if you lose your original, you still have a copy with you, and one at home for the worst case scenario.
Is there purified water at Palace Resorts?
  • Each Palace Resort has their own water purification system. There is also bottled water for drinking in your room and throughout the Palace Resorts.
Is babysitting available at Palace Resorts?
  • Palace Resorts hires the supervisors of the chambermaid staff for in-room baby-sitting. This is available for a charge of $10.00 per hour, plus $5.00 more for each additional child. This service is available at all of the resorts. (prices subject to change without notice)
Are there supervised activities for children?
  • There is a kids club at the Moon Palace, Beach Palace and Xpu-Ha Palace that features daily pre-planned activities and are always under the direct supervision of staff counselors.
Are tours included?
  • You can choose from the following free tours. You can visit Chichen Itza, Chichen Itza Light & Sound w/ Cenotes, Tulum/Xpu-Ha, Isla Mujeres, Coba, Ek-Balam/Valladolid, Paradise Snorkeling, Wet'n Wild, Tulum Adventure and Zip Line at Adventours Park (Per Person). Tours available are subject to change. Tours will vary by location as well.
Are there optional tours?
  • There are many optional tours that are available to you for a fee and you can always book them with the Elite Travel Agency that is located in all of the Palace Resorts. Some of the tours include, swimming with the dolphins, scuba diving, jungle tour in a boat, snorkeling, para-sailing, sky rider, Cancun Queen steam boat, Subsee Explorer, water skiing, water & adventure park, golf, horse back riding, deep sea fishing, Xcaret, Xel-Ha and more.
 What time is check-in and check-out?
  • Check In is at 3pm and Check Out is at 12 noon. If you arrive in the morning on your arrival day, the hotel will store your luggage and some of the resorts have a hospitality room or lockers that are available for you to use. They will give you your All-inclusive wristband and then you can start enjoying all the amenities right away and during the day you can relax by the pool or join in on the activities. You should have swimsuit and pool items handy to get started (we pack ours on the front pocket of our luggage).
Do I need to bring a beach towel?
  • No.  Large beach towels are available at the pool side of every Palace Resort.  You will receive a towel card when you check in which they will take from you in exchange for the towel. You will need that card when you check out of the hotel otherwise they will charge you for the missing towel.
What kind of clothing should we pack?
  • You want to pack your basic summer clothing, your bathing suit, some dress clothes, don't forget sunscreen (environmentally friendly sunscreen especially if you are snorkeling or diving as it may be required), a disposable underwater camera (just a suggestion), and comfortable walking shoes. It isn't a bad idea to pack a light sweater in case the air-conditioning in the public areas is too cool for you. If you are traveling from a colder climate, it is not a bad idea to dress in layers. Wear your summer clothes, and put your warmer clothes over top, so that you can peel off the layers are you enter warmer climates. Make sure that you leave room in your carry on luggage to put your cold climate clothes in. If you plan to do a lot of shopping while in the Cancun area, then you might want to pack an extra bag to carry your purchases in on the way home. (Check with your Airline company since luggage restrictions have increased)
Which of the Palace Resorts offer weddings?
  • Weddings at Palace Resorts are exceptionally romantic and memorable for all concerned. The Moon Palace offers a beautiful fairy tale wedding, where the bride arrives on a horse drawn carriage. The Aventura/Spa Palace bring seclusion and romance where the ceremony is held in a gazebo overlooking the ocean and also offers a beautiful fairy tale wedding, where the bride arrives on a horse drawn carriage. The natural surroundings at the Xpu-Ha Palace will delight you with a special lagoon view. You will enjoy a romantic dream wedding with whichever Palace Resort you choose.
What are the temperatures in Cancun?
  • The temperatures vary every month and it is important to always consider when you make a reservation what months there are the possibility of hurricanes. See the weather link below for CANCUN WEATHER:  CancunWeatherReport
Are there golf courses?
  • Palace Resorts offers two championship courses in they Cancun/Mayan Riviera. The Playacar Golf Course is one of the top courses in the world as it is challenging and beautiful. Renowned architect Robert Van Hagge designed the 18-hole, par 72 course. It is carved through the dense Mayan jungle, with a competitive course surrounded by lush foliage and aquamarine waters. The golf club at the Moon Palace is a 7,165-yard, par 72 Jack Nicklaus Signature Course is a championship golf course. It's a 27 hole layout requires golfers to navigate through native Mayan vegetation as well as numerous natural wetlands and strategically placed bunkers. The 3 nines are appropriately called, the Jungle, the Dunes, and for those who visit the Palace Resort at Puerto Vallarta, the golf courses included as part of your golf package at Vallarta Palace are Marina Vallarta Club de Golf, Vista Vallarta Club de Golf (2 - 18 holes, Nicklaus & Weiskopf). (These courses are not operated by Palace Resorts).
What do we do when we arrive in Mexico?
  • After your plane has landed and you have exited the Immigration area, you will need to present your completed Mexican Tourist Card (please fill this out before debarking) and travel documents to an Immigration officer. You will need your Tourist Card to leave Cancun, so keep it safe. (If you lose your Tourist Card, you may obtain a copy or permission to leave from the Immigration office located in downtown Cancun).  Once you clear Immigration, you gather up your luggage and proceed to the Customs area. You will approach what looks like a traffic light, and be instructed to push the button. If you get a green light, you can proceed, and if you get a red light, you will be required to open your luggage. This is done at random. Be aware that U.S. visitors to Mexico may bring up to 200 cigarettes, 50 cigars, and one liter of alcohol with them into Mexico.
Should we exchange our money?
  • It is up to you, we do not since US currency is widely accepted in Mexico. It is best to have your cash in small denominations, as it is easier to get change for small bills since change can be given in pesos. The exchange rate fluctuates daily, so it is a good idea to exchange a little at a time.  If you want to exchange your money, there is a money exchange in the lobby of each of the Palace Resorts. The hotel policy is to not accept any bills that have ink markings, or have been torn. If you find yourself with a wallet full of old bills, you may want to change them beforeleaving for Mexico.  We have found taking at least $50 in one dollar bills helpful.
Where can I found out how many Mexican Pesos equal $1.00 U.S.?
  • We offer a Currency Converter that will give you a good approximation of current money exchange rates.  Normally the exchange rate is approximately 10 Pesos to $1.00.  We offer the following currency converter for your convenience: Currency Converter
Do they accept credit cards at Palace Resorts?
  • Palace Resorts accepts Visa, Master Card, and American Express. The Discover card is not accepted in Mexico.
 What kind of electricity do they have in Mexico?
  • The standard electrical current in Mexico is 110 volts, the same as the U.S.
Is there a hairdryer/coffeemaker in the room?
  • There is a hairdryer, and coffee maker in each room, at each of the Palace Resorts. An iron is available in most rooms but can be requested if it is not.

I know tips are included, but can we tip?

  • Tips and taxes are included in your all-inclusive Palace Resort vacation package. The staff will never hesitate, or gesture for a tip. However,tipping is still a personal thing. If you are accustomed to tipping, and you receive exceptional service (which you will at every Palace Resort), and want to tip, It is always appreciated..
What time is it in Cancun?
  • Cancun is on Central Time.
Is there a dress code in effect?
  • There is a dress code in effect for the gourmet restaurants at any of the Palace Resorts (you will advised which ones when you arrive). The dress code is long slacks, and sleeves for the gentlemen (khaki pants and a polo shirt are great). . Anything and everything goes when it comes to fashion. If you decide to go to some of the hot spots on the hotel zone during the evening, then it is recommended that you dress up, as there may be a dress code in effect.  You can always check with your Representative to be sure.  (A tie is not necessary). 
How old do you have to be to rent a car in Mexico? 
  • You have to be at least 19 years old to rent a car in Mexico, and you need a major credit card.