Frequently-Asked Questions

Things to know before you go

How do I make Reservation through CancunGetaways.com?

To make a reservation at any Palace Resort, please:

- Complete and submit the Reservations Page or
- email to: info@cancungetaways.com or
- call toll free 1-888-387-7468 or
- fax Application to 1-732-263-0251.

Needed Information :

- Your Name
- Resort desired
- Dates
- Number of people in each room
- Age of children, if applicable
- Phone number
- Email address
- Golf or no golf

How do I pay for my Cancun Vacation?
Payment is due for your Palace Resorts Reservation upon booking. We will either email or fax you a credit card authorization form. This form will have your reservation confirmation number, the amount owed, the name the room is under, and your dates of travel. Payment is to be made by a major credit card, money order, cashier’s check, or personal check made payable to “Cancun Getaways”. Payment is then transferred directly to Palace Resorts in Miami on your behalf. Once your payment has been received and processed, we will mail your letter of confirmation, which is your proof of purchase (receipt) when you check in.

 

When is payment due?  

Payment is due upon booking. A delayed payment could result in a cancellation of your reservation by Palace Resorts!

 

What is the cancellation policy? 
 

  • $60 USD service fee will be charged if reservation is canceled 24 hours or more prior to arrival. No refund if canceled on actual day of travel. Palace Resorts’ policy!

 

Do I get a receipt or confirmation?  

Once your payment has been received and processed, we will mail you a letter of confirmation, which is your proof of purchase when you check in.

 

Do I have a choice of rooms?  

Palace Resorts’ booking policy is “run of the house”, which means based on availability when you arrive. We can make a request and if it is available when you arrive, you will get it. They do, however, try to give their “Members” the best available rooms. You will be treated as a “Member” by booking through Cancun Getaways!

It is important to ask the front desk to show you where your room is located on the property map before having them take you to your room.  This will give you the chance to change rooms if you desire.

 

Will Palace Resorts accommodate five in the same room? 

The maximum occupancy per room at any Palace Resort is 4 persons. The exception to this rule is at the Moon Palace Golf and Spa and the Beach Palace. If you are a family of 5, consisting of 2 adults and 3 children all under the age of 12, or a party of 4 people plus 1 infant under the age of 4, all may stay in the same room.

What types of rooms are available?

  • Two person Jacuzzi rooms or Presidential Suite for up to 6 people
  • All the rooms at Palace Resorts are modern, spacious, and have wireless Internet access, satellite TV, direct dial telephones, hair dryer, living area, and a room safe.
  • The rooms available at any Palace Resort have either 2 double beds or 1 king size bed.

 

Are honeymoon packages available? 

Yes, the honeymoon package at Palace Resorts is a free honeymoon upgrade that includes a fruit basket and a bottle of sparkling wine in your room, a romantic candlelight dinner, two Palace Resorts honeymoon t-shirts, honeymoon desk, and late checkout upon availability and request. We are not able to reserve a specific room at any Palace Resort. It is based on availability. We will notify Palace Resorts that this is your honeymoon. You will need to take your marriage certificate to ensure your special treatment.

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Are wedding packages available? 

Yes, there are three packages available. See above (Weddings) for a complete description of each.

We have information on the legal requirements and the current costs for getting married at a Palace Resort. For all wedding arrangements, or for vow renewal information and arrangements, you must contact Palace Resorts wedding coordinators. You can email the wedding coordinators for this information, or phone Palace Resorts in Miami (800-346-8225) to speak with the wedding coordinator.

 

How can I be sure that the room is booked and paid for? 

Palace Resorts requires that all reservations and payments be made by the “Members” (Cancun Getaways). After a reservation or a payment has been made for you by us, you may check with Palace Resorts “Reservations” directly to inquire about the status of your booking. To do this, please call them directly at 800-346-8225, press 1, then press 1 for reservations. You can ask them any question.

 

How do I know Cancun Getaways is legitimate? 

You can call Palace Resorts directly toll free 1-800-346-8225, ext 3 for Customer Service. Tell them that you are thinking of booking a vacation through one of their members, Cancun Getaways,  John and Michelle Bixby. They will verify that we are members in good standing with Palace Resorts and will honor all reservations made by our company.

 

Can I book airfare through Cancun Getaways? 

Cancun Getaways does not book airfare!  For information regarding airfare you may call World Vacations Travel (owned by Palace Resorts) 800-346-8225 ext 2

 

What information do you need in order to book our flights? 

In order to book your flights, they will need the following information:

  • Your confirmation supplied by Cancun Getaways
  • Departure Airport
  • Dates of travel
  • Full legal names of each traveler as they appear on your travel documents.

 

How is payment for my airfare handled? 

All airfare payments are made directly to World Vacations Travel!

 

When is payment for my airfare due? 

  • Payment for airfare is required at time of booking.

 

When do I get my airline tickets? 

  • Scheduled flights on major airlines issue tickets right away. You can expect your airline tickets within 10 days from the day you send payment.
  • Charter flights do not issue tickets until 2 weeks prior to the departure date. You will receive your tickets about 10 days before your booked charter flight.

 

What do my airline tickets look like? 

  • Today, airline tickets are issued in several different ways.
  • The first is the old fashioned “tickets”.
  • Now it is very popular to have the tickets issued as “E-tickets”. These will be exchanged for boarding passes at the airline counter when you check in.
  • Charter companies are “ticketless”. The confirmation looks more like a voucher. It is all that you need and will be exchanged for boarding passes at the airline counter when you check in.

 

Is the airfare refundable?
 

  • Airline tickets are always non-refundable.
  • If your flight is booked on a major airline for a scheduled flight, your tickets are non-refundable. The tickets are non-transferable. This means that you cannot change the name on a ticket.
  • If the flight is booked on a charter flight, you have the option of purchasing “travel insurance” through the charter company. This insurance must be purchased at the same time as the purchase of the ticket.

 

Do you offer cancellation insurance? 

  • No, we do not offer cancellation/trip interruption insurance.  However, you would receive a complete refund, less a $60 cancellation fee, should you need to cancel 24 hrs or more before the date of travel.
  • This type of insurance is available for you to purchase. These policies cover cancellation, trip interruption due to inclement weather, baggage loss, baggage delay, trip delay (accomodations will be provided if you are stranded in an airport), and additional medical coverage as well.
  • Travel Guard is a full coverage insurance plan. Please find their information and what they have to offer at : www.travelguard.com.
Is airfare included in your rates? 

  • No, airfare is not included. Cancun Getaways prefers you do your own online research for the best rates.  You can contact World Vacations Travel (Palace Resorts’ own air reservation desk at 800-346-8225 ext 2.

 

Pemex Alert - Important information if you rent a car! 

We would like to warn you about the possibility of being “ripped off” when buying gasoline at a Pemex gasoline station.

Here is a list of things to be aware of prior to going to the Pemex Station for “magna-sin” (unleaded gas).

  • Get out of the car to open the gas cap yourself. Before you do, make sure that the attendant has zeroed the pump so that you are not paying for the last persons gas as well as your own.
  • Make sure that you have cash because they do not take credit cards or checks.
  • Your best choice is to use pesos to pay for the gas. If you do not have pesos, make sure you agree upon the rate of exchange before they start pumping.
  • Make sure that they do not zero the pump prior to your payment transaction is complete so that you can verify that you received correct change.
  • Their latest ploy is to “vacuum” the inside of the car with several attendants doing this. This, of course, is to distract you and make you get out of the car. While they are “vacuuming”, they are “vacuuming” your valuable objects. With so many people milling about the car, it is impossible to keep tract of what they are doing. Do not let them vacuum….keep an eye on the guy pumping gas instead!!!! Better to have a dirty car than to loose your camera or other valuables!
What type of documentation do I need to travel to Mexico? 

Travel Documents needed for travel from the United States or Canada into Mexico are as follows:

  • Valid passport 
  • In accordance with the Western Hemisphere Travel Inititive, all travelers coming from Mexico, Canada, or the Carribean will require a valid passport to enter or re-enter the United States.  Children, regardless of age, including infants and newborns, must also have their own passport.  To obtain a passport, US citizens can visit the State Department’s Travel Website or call the National Passport Information Center at 1-888-874-7793.  Please allow 6 weeks for processing of your passport application.

Special tip: When traveling out of the country, you must have the original documents. It is a good idea to have two photocopies of your travel documents, one that you have with you in your luggage and the other that you leave at home. This way, if you lose the original, you still have a copy with you, and one at home for the worst case scenario.

 

What documents does a minor traveling alone or with one parent need?

A minor traveling alone or with an adult must have a passport as described above.   The Two Parent Consent Law requires that minor children (under the age of 14) traveling without BOTH legal parents must have a notarized letter of consent from the absent parent stating his/her consent for the other parent to leave the country with the said child for the said dates.  Minor children not accompanied by both legal parents, traveling without this consend letter, will be denied boarding of any aircraft.  Please go to State Department’s Travel Website.  You may be required to show evidence of a custody document in the event that one parent has sole cusody.  You may be required to show a death certificate if one of the parents is deceased.  If you are traveling with a child not accompanied by both legal parents, we strongly recommend that you contact your airline directly to discuss their specific requirements and get them in writing.  

Travelers from outside the United States and Canada should check with the Mexican Consulate in your country for up-to-date information on your identification requirements.

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How much luggage can we take?

Each person is allowed two pieces of “checked-in” luggage (not to exceed 50 pounds each) free of charge on most airlines. You may also take one “carry-on” bag, in addition to a purse or small “other bag” (eg. camera bag or laptop) that fits in the overhead baggage compartment, or fits securely under the seat in front of you. All luggage must be properly tagged with your name, address, telephone number, and where you are staying while in Mexico. It is recommended that you pack all travel documents, airline tickets, money, medications, and other valuables in your carry-on luggage.

 

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 and travel documents to an Immigration officer. Please note: 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, if you get a red light you will be instructed to open your luggage. This is done at random. U.S. visitors to Mexico may bring up to 200 cigarettes, 50 cigars, and one liter of alcohol with them into Mexico.

 

Are transfers included? 

By purchasing your package from Cancun Getaways, airport to resort transfers are included in our all-inclusive accommodation rates of 7 nights or more. 

 

How do we get to the Resort? 

As soon as you clear customs, ask a “porter” (one of the many people asking to “help” you) for the Elite Tours representative. This representative will guide you to the van which will take you to the resort.

Should we exchange our money? 

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. The exchange rate fluctuates daily so it is a good idea to exchange a little at a time. It doesn’t hurt to pack a calculator to help figure out the exchange. If you do need 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. It is also advisable to have $1.00 USD bills as they come in handy for the luggage handlers and tips in general.

 

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 US and Canada.  If you are bringing electronics that require a 3 prong outlet you may want to bring an adapter, as 3 prong outlets are not always available.

 

Is there a hairdryer/iron/coffeemaker in the room?

There is a hairdryer and coffee maker in each room at all of the Palace Resorts. An iron is available upon request but is not standard equipment for each room.

 

How do we get around once we are there? 

Palace Resorts has bus service between the Moon Palace Golf and Spa/Moon Palace Sunrise to the Hotel Zone several times a day. From the Aventura/Spa Palace, there is bus service into Playa del Carmen and to the Hotel Zone once a day. Guests staying in a Palace Resort on the hotel zone can use the public transportation bus service available on the hotel zone. It is the cheapest way to get around. The buses are air-conditioned and run all day to all points in the hotel zone and into downtown Cancun. The bus to anywhere on the hotel zone is $1.00 USD.

Taxis are available 24 hours a day from the resorts. The rates are posted in the lobby of the Palace Resorts but are not applicable when catching a taxi back to the resort. It is important to agree on a fare before getting in the taxi. The bell men at the resort may be able to tell you what is an acceptable fare.

Car Rental is available at the airport or at the resort. You want to check with your local car insurance company to see if your insurance covers you while driving in Mexico. There is still tax and insurance on top of the rate you are quoted which usually runs approximately an additional $20.00 per day. You want to make sure they give you the full price, including tax and insurance. If your local auto insurance does not cover you while driving in Mexico, you may have to purchase additional insurance. If you get into an accident in Mexico, the deductible is $1,000.00 USD so you must sign an agreement or not rent the car. Read everything carefully before signing.

 

Is there purified water at Palace Resorts? 

Yes, each Palace Resort has their own water purification system. It is safe to eat the fresh fruits and vegetables, brush your teeth, and have ice in your drinks. They also have bottled water for drinking which is available throughout each of the Palace Resorts.

 

Do we need to take our own beach towel? 

Beach towels are available pool side at every Palace Resort. You are given your own “towel card” which they take from you in exchange for the towel. When you return the towel, they return your towel card. If you don’t return the towel, you will not have your towel card when you check out and you will be charged for the towel(s).

 

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 a personal thing. If you feel you have receive exceptional service and want to tip, it would be greatly appreciated.

 

What time is it in Cancun? 

Cancun is on Central Time.

Are there casinos in Cancun? 

The only legal gambling in Mexico is sports betting. There are no casinos in Mexico.

 

Is there a dress code in effect? 

There is a dress code in effect for some restaurants at Palace Resorts. The dress code is long slacks, a collared shirt, and closed toed shoes/sandals for the gentlemen. You will be advised when checking in which restaurants in each resort have a dress code.

If you decide to go to some of the hot spots on the hotel zone during the evening, it is recommended that you follow the same dress code. A tie is not necessary.

When playing golf, it is necessary for the gentlemen to have a collared shirt. No t-shirts, jeans or tank tops are allowed for both ladies and gentlemen.

 

Can I book my tours, massage, manicure, pedicure ahead of time?

It is best to wait until you arrive at the resort to book your tours, massage, manicure, and pedicure. It is a good idea to book these as early as possible to best suit your vacation schedule. Tours are booked at the Elite Tours’ desk in the lobby. Stop in at the salon, at any time, to book your appointments for the massage, manicure and pedicure.

 

How much duty free can we take back with us?

U.S. citizens returning home from Mexico may bring back purchases totaling $300.00 and one liter of alcohol, duty free.

 

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.

Is there baby-sitting available at the Palace Resorts?

Palace Resorts offers in-room babysitting for a fee.  The curent rate is $8.00 per hr plus $1.00 for each additional child.  Prices are subject to change without notice.  This service is available at all resorts.

 

What kind of clothing should we pack? 

You will want to pack basic summer clothing. Shorts, warm weather shirts, a bathing suit, some dress clothes for warm weather, shoes/sandals/comfortable walking shoes, exersise clothing, biodegradeable sunscreen (environmentally friendly sunscreen), a disposable underwater camera.  It is a good idea to pack a light sweater in case the air-conditioning in the public areas is too cool for you.  During the Winter months, the evening temperatures drop.  

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 on 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, you might want to pack an extra bag to carry your purchases for the trip home.

For more information email: info@CancunGetaways.com
or call us Toll Free at: 1-888-387-7468.