Information on Reservations and Payments

• How do I make Reservations through CancunGetaways.com?
• How do I pay for my Cancun Vacation?
• When is payment due?
• What is the cancellation policy?
• Do I get a receipt or confirmation?
• Do I have a choice of rooms?
• What types of rooms are available?
• Will Palace Resorts accommodate five in the same room?
• Are honeymoon packages available?
• Are wedding packages available?
• How can I be sure that the room is booked and paid for?
• How do I know Cancun Getaways is legitimate?
• Can I book airfare through Cancun Getaways?
• What information do you need to book our flights?
• How is payment for my airfare handled?
• When is payment for my airfare due?
• When do I get my airline tickets?
• My airline tickets arrived today, but they are just passenger receipts?
• I received my charter tickets, but they don't look like regular tickets?
• Is the airfare refundable?
• Do you offer cancellation insurance?
• Is airfare included in your rates?
• Will I be on the airline's passenger list?
• What is the difference between the Moon Palace Golf and Spa and Sunrise?

• What precautions should I take if I rent a car!
• What documents do I need to travel to Mexico?
• What documents does a minor traveling alone, or with one parent need?
• How much luggage can we take?
• What do we do when we arrive in Mexico?
• Are transfers included?
• How do we get to the Resort?
• Should we exchange our money?
• Do they accept credit cards at Palace Resorts?
• What kind of electricity to they have in Mexico?
• Is there a hairdryer/iron/coffeemaker in the room?
• How do we get around once we are there?
• Is there purified water at Palace Resorts?
• Do we need to take our own beach towel?
• I know tips are included, but can we tip?
• What time is it in Cancun?
• Are there casinos in Cancun?
• Is there a dress code in effect?
• Can I book my tours, massage, manicure, pedicure ahead of time?
• How much duty free can we take back with us?
• How old do you have to be to rent a car in Mexico?
• Is there baby-sitting available at the Palace Resorts?
• What kind of clothing should we pack?

How do I make Reservation through CancunGetaways.com?

To make a reservation at any Palace Resort, please:

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

Needed Information :

- Name to book room reservation under
- Number of people in each room
- Age of children, if applicable
- Fax number or email address to fax or email your credit card authorization form to you.
- Mailing address so we know where to send your letter of confirmation once payment has been received
- Phone number

When a payment is due for your Palace Resorts Reservation, we will either email or fax you a credit card authorization form. This form will have your reservation confirmation number, the amount owing, the name the room is under, and your dates of travel.  Payment is to be made by money order, cashier's check,or personal check made payable to "Cancun Getaways".  Major Credit Cards may be used under certain circumstances!! Payment is then transferred directly to Palace Resorts in Miami on your behalf.  Once your payment has been received and processed, we will mail you your letter of confirmation, which is your proof of purchase (receipt) when you check in.

We require a $200 down payment at the time reservations are made. Complete Payment is due in full no later than 60 days prior to your vacation date (a Palace Resorts requirement).  We will process your payment the same day it is received. Please note that a late payment could result in a cancellation of your reservation!

• $50 USD service fee due if reservation is cancelled 15 days or more prior to arrival
• $50 USD plus one night charge if cancelled 3-14 days before arrival.
• $50 USD plus two nights charge if cancelled within 48 hours of arrival.
  

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. 

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!

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.  

• The Beach Palace and the Sun Palace have junior suites. The beds are separated from the living area but do not have a door between them.
• The Palace Resorts located on the "hotel zone" have the top 3 floors designated to the superior deluxe rooms. These rooms have a king size bed and an in-room Jacuzzi for two, no balcony but a spectacular view. 
• All the rooms at the Moon Palace  Golf and Spa, Moon Palace Sunrise, Aventura/Spa Palace have a balcony, an in-room Jacuzzi for two, and an ocean view. 
• All the rooms at Palace Resorts are modern, spacious, and have 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. 

No, there are no honeymoon packages available. We are not able to reserve you a specific room at any Palace Resort. It is based on availability.  Although, if it is your honeymoon, we can make special requests at the time of booking. You will need to take your marriage certificate to ensure your special treatment.  

All Palace Resorts are Caribbean beach front properties with pristine white sand beaches and the warm turquoise waters of the Caribbean.  Every 7 night all-inclusive Palace Resort vacation for 2 includes unlimited tours, 1 massage, 1 manicure, and 1 pedicure for each adult over 16.  These specials apply to wedding anniversaries as well. Please also see our Wedding Packages.

Yes, there are three packages available. Please click here 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 the wedding coordinators at the Moon Palace Golf and Spa.  You can email the wedding coordinators for this information, or phone the resort directly (011-52-998-881-6000) and ask for the wedding coordinators.

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 2 for reservations. You can ask them any question.

You can call Palace Resorts directly toll free 1-800-346-8225, press 1, then press 3 for Customer Service.  Tell them that you are thinking of booking a vacation through one of their memberships, Cancun Getaways (we own 3 memberships #6118406, #6120401 and #6213650).  They will verify that we are members in good standing with Palace Resorts and they honor all reservations made by our company.

If you need airfare from any major city in the United States, we have very competitive rates available though World Vacations Travel (owned by Palace Resorts). 

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

• Departure Airport
• Dates of travel
• Full legal names of each traveler as they appear on your travel documents. 
• Your Palace Resort choice so we can make your reservation.
• Your mailing address so we know where to send your confirmation letter.
• Click here to obtain the credit card authorization form.
• Your phone number.

We book your flights once we have the information needed (see previous question). You, in turn, will fill out the credit card information form and fax it back to us. (Please Click here for a Fax Back Form) World Vacation Travel accepts VISA and Master Card only. Fax this form to us at: 732-263-0251. Upon receipt, we will use your credit card information to pay World Vacation Travel directly.  They will then process your payment and issue your 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.

• Payment for airfare is required within 48 hours of booking.
• (Please Click here for a Fax Back Authorization Form)
• Fax this form to Cancun Getways (732-263-0251) or email this information to: info@cancungetaways.com.

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.

Airline tickets are always non-refundable.

• If your flight is booked on a major airline for a scheduled flight, your tickets are non-refundable. However, you can use the ticket for up to one year from the date of issue for a $175.00 per ticket administration fee, plus any changes in the airfare.  These tickets have to be used for travel to Mexico.  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.

• No, we do not offer cancellation/trip interruption insurance.
• 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.

• No, airfare is not included. We do offer, however, for an additional charge, excellent rates on major airlines and charter flights through World Vacation Travel (a division of Palace Resorts), departing from the airport of your choice.   This is applicable to the United States only. 
• If you live outside of the USA, you are going to find your best fares locally. 
• If you do not purchase airfare through our company, Cancun Getways, it will not affect the rate for your all-inclusive accommodations. 

• If you are booked on a scheduled flight with a major carrier, you will be supplied with a "record locator number". You may call the airline to verify that you are in their system. 
• If you are booked on a charter flight, you will not be on the airline's passenger list until 3 days prior to your departure date. 
• In either case, we will provide you with a "record locator" and they will have you on the list. 

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 or
• Original birth certificate with the embossed seal accompanied with a picture ID (a driver's liscense is prefered) plus a
• Tourist card.  This will be issued to you on the airplane before you land in Mexico.
  

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.

These two resorts are sister resorts, side by side on the same property.  Palace Resorts considers them one resort.  The Moon Palace Golf and Spa is the smaller portion of the two and was the first to be built.  The Moon Palace Sunrise was added approximately one year later.  They each have their own lobby, restaurants, pool area, etc.  Palace Resorts booking policy is "run of the house", meaning based on availability when you arrive. If one side is full then you will be directed to the other lobby.  They have all the same amenities in the room and the same room layout.

A minor traveling alone or with an adult must have a passport or their original birth certificate as described above.  If the minor is traveling alone, he/she must also have a notarized letter signed by both parents or legal guardians giving the minor permission to travel out of the country.  If the minor is traveling with one parent, he/she must have a notarized letter signed by the parent or guardian not traveling giving the minor permission to travel with the one parent or guardian.  A custody document should be provided in the event a minor is in the custody of one parent.  A death certificate should be provided if one parent is deceased.

Each person is allowed two pieces of "checked-in" luggage (not to exceed 70 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. 

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.

Transfers are included in our all-inclusive accommodation rates of 7 nights or more.  If you are staying for less than 7 nights, we are able to offer a prepaid, round-trip transfer for $20.00 per person to the Cancun Hotel Zone and Moon Palace/Sunrise. The round-tr$35.00 per person for Aventura/Spa Palace and $40.00 per person for Xpu-Ha Palace.  For children ages 3 - 12, take $5.00 off the per person rate.

As soon as you clear customs, ask a "porter" (one of the many people asking to "help" you) for the Palace Resorts representative. This representative will guide you to the van.

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.  If you find yourself with a wallet full of old bills, you may want to change them before leaving for Mexico. It is also advisable to have $1.00 USD bills as they come in handy for the luggage handlers and tips in general.

Palace Resorts accepts Visa, Master Card, and American Express.  The Discover card is not accepted in Mexico.

The standard electrical current in Mexico is 110 volts, the same as the U.S.

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.

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 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.

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.

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).

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.

Cancun is on Central Time.

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

There is a dress code in effect for some restaurants at Palace Resorts.  The dress code is long slacks and a collared shirt 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, you have to wait until you arrive at the resort before you can 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 Chaza Travel desk in the lobby.   Stop in at the salon, at any time, to book your appointments for the massage, manicure and pedicure.

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

You have to be at least 19 years old to rent a car in Mexico and you need a major credit card.

Palace Resorts hires the supervisors of the chambermaid staff for in-room baby-sitting.  This is available for a charge of $8.00 per hour plus $1.00 more for each additional child.  This service is available at all of the resorts.

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, and comfortable walking shoes.  It is a good 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.