FAQs and insider tips

How long is check-in, really?

On a busy Saturday at Moon Palace Cancún, the main desk can mean 45-minute waits or more. The property is enormous and everyone lands in that same afternoon window. Nizuc and Grand guests use a separate desk and usually clear in under 15 minutes.

Here's where we come in: we pre-register you, send your room preferences ahead, and give you the insider tips and timing strategies we've picked up from personally visiting Moon Palace many times and getting to know the resort inside and out. When you book with us, we handle the legwork up front so your check-in is as smooth and fast as possible.

Will we be invited to a membership presentation?

Yes. Palace Resorts runs a Palace Elite membership presentation, and you will very likely be offered one, often at check-in, framed as a resort orientation with a credit attached. It runs 90 minutes to two hours.

If you left the “want to attend a presentation for additional discount?” box unchecked on your quote, say "no thank you, we are not attending the presentation" once at the desk and once if someone calls the room. That is the end of it. Nothing about your booking, credit or room changes. Check the box and we price the discount in up front. Your choice, made before you travel, not at the desk.

What if our dates change or we have to cancel?

Most of the rates we book allow date changes and cancellation up to 4 days or more before arrival, and 31 days or more during holiday weeks. Non-refundable promo rates exist and are cheaper; we only use one if you ask for it.

Your quote states the deadline and the penalty in plain language before you pay a cent. One email or call and we handle all the changes for you.

Is the resort credit real money?

Here's the deal: it's legit credit, not fake currency. You'll get spending limits for different categories like spa treatments, golf outings, dining, and activities. Maximums apply to each one, and whatever you don't use vanishes at checkout. Keep in mind a 16% tax applies to any resort credit you use. But honestly, most couples use the bulk of it pretty easily.

We've got example tables for most resorts that show how your credit divvies up. You'll get the full picture before you go so there are no surprises at check-in. Your treatments are yours to book when you arrive, but we'll make sure you know the game plan.

How do I know my booking is legitimate?

Real Palace bookings come with a confirmation number straight from Palace Resorts itself, and you can call the resort to verify it exists.

Here's how to stay safe: ask for your Palace Resorts confirmation number and verify it by calling the resort directly, and make sure any payment goes through a card processor, never a wire transfer or money app. We're an Authorized Palace Resorts Specialist, and we'll give you both of those without you even asking.

Does booking through you cost more than booking direct?

No. Our all-in quote is the same rate class you would find direct, plus the specialist-side promotions and credits we can attach that a public booking engine will not show. That gap is what people mean when they search for the real Moon Palace rate.

If you find a lower all-in number for the same room and dates, send it over. We will either beat it or tell you honestly to take it.

Ready for a real number?

Send us the week. One all-in number back the same day, no card needed, held 24 hours.