 |
|
|
|
|
Frequently Asked Questions |
|
Many people have questions regarding the Palace
Resorts and how to book with Sunseekers Vacations. Here we have compiled the most frequently
asked questions with thorough answers that we hope
will help make your vacation decision that much easier.
Please feel free to contact us with any Cancun Palace
Resorts questions that you don’t see answered
below. |
| |
Reservations and Payment Information
How do I make my reservation with Sunseekers Vacations?
To make your hotel reservations, you can contact us by phone (toll-free) at 1-877-505-5515 or by email at info@sunseekersvacations.com. You can also complete the Request for Quote form and one of our Travel Coordinators will contact you with your travel details. Once your travel dates, hotel choice, etc are finalized, we will send you a hotel charge form for your credit card information. The hotel charge authorization form simply requires your name, address, contact information, credit card information with signature, and flight information. Once payment has been applied to your reservation, you will receive a hotel confirmation.
How do I pay for my airfare?
Please contact us by phone at 1-877-505-5515 or by e-mail at info@sunseekersvacations.com to book your airfare. We will send you an airfare charge authorization form to complete and send back to us. This form requires the legal names of the passengers travelling; please ensure that the names are exactly the same as they appear on the identification that will be used to check-in at the airport.
Once your airfare is booked, you will receive an airfare itinerary with your record locator number and ticket numbers.
Do I get a receipt or confirmation of payment for my hotel reservation?
Yes, you will receive a hotel confirmation package once your hotel reservation has been paid for in full. The hotel confirmation is your proof of reservation and receipt for payment. You are required to present this hotel confirmation to the front-desk upon your arrival at the hotel.
If you do not make hotel payment in full and would like a receipt, please let us know. We can issue a payment receipt and travel request authorization with a hotel reservation number.
Do you sell travel insurance?
Yes, Sunseekers Vacations Inc. sells travel insurance through TravelGuard. There are many different packages with varying levels of coverage. Please contact us for details and pricing.
How do I know that Sunseekers Vacations is a legitmate company?
Sunseekers Vacations Inc. is a member in good standing with the Better Business Bureau in Saskatchewan, Canada and has been since May of 1999. This can be confirmed on the Better Business Bureau website.
|
Airfare Information and Policies
What kind of identification do I need to travel to Mexico?
For complete information on documents required, go to US Department of State Travel Office.
United States and Canadian citizens traveling to Mexico require a valid passport.
In accordance with the Western Hemisphere Travel Initiative, all travelers coming from Mexico, Canada or the Caribbean 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.
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 consent letter, will be denied boarding of any aircraft. Please go to State Department's travel website or contact us for more information about this requirement. You may be required to show evidence of a custody document in the event that one parent has sole custody. 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.
Do I have to book my airfare through Sunseekers Vacations?
No, Sunseekers Vacations will provide a complete package with hotel, airfare and airport/hotel transportation if you prefer or you may book your airfare through someone else (ie. with AirMiles) and book your hotel with us and we will arrange your airport/hotel transportation. If you do not book your airfare through Sunseekers Vacations, we require your flight details to arrange your airport/hotel transportation.
Do I need to reconfirm my flights before I leave?
Yes, you should always reconfirm your flights at least 72 hours prior to departure. You can check flight times online or phone the airline directly. The phone numbers for the airlines are as follows:
Aeromexico Airlines (AM) - 800-237-6639
American Airlines (AA) - 800-223-5436
Continental Airlines (CO) - 800-523-3253
Delta Air Lines (DL) - 800-241-4141
Frontier Airlines (F9) - 800-432-1359
Mexican Airlines (MX) - 800-531-7921
Spirit Airlines (NK) - 800-772-7117
Sun Country (SY) - 800-359-6786
|
Airport/Hotel Transportation (Transfer) Information
How does the airport/hotel transportaton work?
Once you arrive at the airport you will clear customs and proceed to the baggage carousel for your luggage. Claim your luggage and proceed directly to the airport exit. As you exit the airport, look for representatives of the transportation company and they will take you to the hotel. Make sure the company is the one that your transportation has been booked with (ie. Elite Tours) as there are many transportation companies at the airport, but your transportation has been arranged and paid for by Sunseekers Vacations. If you cannot find them, just ask someone standing outside the airport, they will point them out for you.
After you have located your transportation company, show them your hotel confirmation or transportation voucher that we have sent to you and they will take you to your hotel. They should give you a Reconfirmation Card; do not lose this card as this is your return transportation ticket back to the airport. You must reconfirm your return airport transportation at least 48 hours prior to your departure. At Palace Resorts, the Elite Tours desk at the hotel is located in the lobby and is usually open from 9 am to 6 pm.
|
When do I need to be ready for my return transportation to the airport?
When you reconfirm your return airport transportation, the transportation company will tell you when your scheduled departure time for the airport will be. You should arrive in the lobby 15 to 30 minutes prior to your departure time.
You must reconfirm your return airport transportation at least 48 hours prior to your departure. If your transportation is arranged with Elite Tours and Palace Resorts, the Elite Tours desk is located in the lobby and is usually open from 9 am to 6 pm. You will need to fill in your flight information on the Reconfirmation Card before you take it to the Elite Tours desk. Take your Reconfirmation Card to the Elite Tours desk and they will confirm your return transportation, give you the pick up time, and give the Reconfirmation Card back to you. Present this card to the Elite Tours representative outside the hotel as you leave the hotel for the airport.
|
Hotel Information and Policies
|
What are the Palace Resorts phone numbers? How can my family get a hold of my while I am at the resort?
The direct phone numbers for the Palace Resorts hotel are:
Aventura Spa Palace - 011-52-984-875-1100
Beach Palace - 011-52-998-891-4110
Cancun Palace - 011-998-881-3600
Moon Palace Resort - 011-52-998-881-6000
Moon Palace Sunrise - 011-52-998-881-6100
Sun Palace - 011-52-998-891-4100
Xpu-Ha Palace Resort - 011-52-984-875-1010
These phone numbers are exactly how you will dial them from the USA or Canada. It will help if the person phoning you has your room number, but they can ask the front-desk for it when they call. The receptionist may greet the caller in Spanish but will also be fluent in English.
For other front desk hotel numbers please search online, look on your hotel confirmation and confirmation letter, or contact us.
Can I make room requests? How are my room requests handled?
Sunseekers Vacations Inc. can make room requests when we make your hotel reservation. There is a place for room requests on the hotel charge authorization forms required for booking. You can request a room with two double beds or a king-size bed, smoking or non-smoking, upper or lower floor, best ocean view, add a honeymoon or anniversary package, room with a balcony or a Jacuzzi, etc. The room requests will vary depending on which hotel you are staying at as the rooms are different at each hotel.
Room requests are granted by the hotel, subject to availability. The hotel will do their best to accommodate your requests as they assign rooms just a few days prior to your arrival. Room requests are not guaranteed. It is important to ask the front-desk to show you where your room is located on a map of the property before having them take you to your room. This will give you the chance to change rooms if you desire.
What time is check-in and check-out?
Check-in time is generally 3:00 pm and check-out time varies at each hotel but is usually 12:00 pm. Early check-in is available upon request and availability.
What if I arrive before check-in or would like to leave after check-out?
If you arrive at the hotel before check-in time, you may check-in at the front-desk upon your arrival. If you room is ready, they will allow you to check into your room early. If your room is not ready, you may have your luggage held at the front-desk reception area while you are free to use the resort until your room is ready. Check-out time is at 12:00 pm. If you are not leaving the hotel until after this time you must still check-out at 12:00 pm. You may have your luggage stored at the front-desk reception area and use the hotel facilities until you are ready to leave. There are showers and change rooms in the gym and spa areas, or the hospitality areas at the hotel. Please check with the hotel for more details. Some resorts offer late check-out upon availability.
Should we tip?
Taxes and tips are usually included in the all-inclusive package. Check your hotel all inclusive package for details. If they are included, you are not required to tip for any services that you receive. At the resort, we usually recommend tipping when you receive exceptional service at the restaurants, from a bellhop, or from the maid service. You are free to tip if you want to but it is not expected.
Do hotel restaurants have a dress code?
Yes, some of the restaurants and nightclubs may have a dress code. The dress code generally requires that men wear long pants (no shorts), a shirt with sleeves (such as a golf shirt) and closed toe shoes. Women generally are not allowed to wear shorts/sandals in these facilities unless they are considered somewhat formal. The general purpose of the dress code is to avoid beachwear in the restaurants, lounges and clubs. A dress code is also often in effect at many of the restaurants on the hotel zone; this dress code is similar to the one outlined above.
Does the resort have water that is safe to drink?
Hotels in the Cancun, Puerto Vallarta and Cabo regions are required to have a water purification system making it safe to drink the water, eat fresh fruit and vegetables, have drinks with ice, and brush your teeth with the hotel water. The hotel wil also have bottled water available at the restaurants as well as in your room if your room has a mini-bar. If you are staying outside Cancun, check to ensure that your hotel uses purified water.
|
Additional Hotel Services
What is included in the honeymoon package?
The honeymoon package at the Palace Resorts is a free honeymoon upgrade that includes a fruit basket or petit fours in your room, a bottle of sparkling wine, a romantic candlelit dinner, 2 Palace Resorts t-shirts, 10% gift shop discount, honeymoon desk, and late check out (upon availability and request). Royal Solaris charges a fee for their honeymoon package; it includes an ocean-view room upgrade (upon availability), a bottle of domestic wine, special room decor, small heart-shaped cake, romantic candlelit dinner, airport/hotel transfers, and access to the honeymoon coordinator.
Can we rent a vehicle at the hotel?
You may rent a vehicle at the hotel or at the airport. The rental company at the Palace Resorts is Travesia Turisticas. To rent a vehicle in Mexico, you must be at least 19 years old and have a major credit card. Please note that there are tax and insurance charges in addition to the rental quote that is provided to you. You should ask for a total price including tax and insurance charges.
Prior to traveling, you want to check with your insurance company to see if you are insured while driving in Mexico. If you do not have your own insurance, you may have to purchase insurance from the rental company. If you have an accident, the deductible is $1000 US. Please read the documents carefully when renting a vehicle anywhere in Mexico as you are required to sign a document before renting a vehicle.
Please be aware that it is very common for tourists to get scammed at the gas stations in Mexico, particularly Pemex gas stations. To avoid being scammed, stay very aware of the pump that they are using, when they are putting gas in your car, and the money that you are being charged and given back as change. Get out of the car to open the gas cap yourself so you can make sure that the amount on the pump has been reset before they begin to pump your gas so you don't end up paying for your gas as well as someone else's. Make sure that they do not reset the pump before you pay as they may ask for more money than your gas actually cost, and also to ensure that you receive the correct amount of change. Gas stations generally only accept cash and offer very poor exchange rates for foreign money so Pesos are best. If you only have foreign cash, agree to an exchange rate before putting the fuel in your car.
Can we get married or renew our vows at the Palace Resorts?
Yes! Destination weddings, vow renewals and honeymoons are becoming very common and because they are simple to plan, inexpensive and very romantic. Click here to read about our wedding packages here.
Can I book tours and spa treatments before I arrive at the resort?
Tours and spa/salon treatments are to be booked at the resort after you have checked into the hotel. You should book these as soon as you arrive so you can schedule them on the days that suit you best. Tours can be booked with the tour company at the hotel. Spa & salon treatments can be booked with the salon receptionist or at the spa reception desk if your hotel has a spa. If it does not have a spa, ask the front desk or tour company for details.
Does my resort offer babysitting services?
Most resorts offer in-room babysitting for a fee (Palace Resorts has babysitting services at all resorts except the adults-only resorts; the current rate is $8 per hour, plus $1 for each additional child; prices are subject to change without notice). Many resorts also have Kids Clubs which are available free of charge. Children four and under must be accompanied by an adult. The Kids Club is not a babysitting service but they offer children's activities and are generally open from 10am-6pm.
What time is it at the resort?
Cancun, Cozumel and the Riviera Maya are on Central Standard Time. Los Cabos is on Mountain Time. Puerto Vallarta and Nuevo Vallarta are technically in two different time zones as they are in two different states, with Puerto Vallarta on Central Standard Time and Nuevo Vallarta on Mountain Time but in Nuevo Vallarta they usually keep with Puerto Vallarta's Central Standard time.
Does the resort offer laundry service?
Most resorts offer laundry and dry cleaning service. At Palace Resorts, all laundry is done at the Moon Palace Resort. There is an additional fee for this service.
Does the hotel provide towels?
Yes, the Palace Resorts provide towels at the resort. There is usually a towel bar near the pool area. At Palace Resorts it is usually with the AquaWorld desk.
You should be given a towel card when you check in; when you get a towel, they will take your towel card and when you return your towel they will give your towel card back. You must return the towel card when you check-out of the resort and if you do not have it, you will be charged a fee for the towel(s).
Do the hotels have internet service?
All Palace Resorts have free wireless internet service in your room and computers with internet service are available in business centers at the resorts.
Fees for the internet are subject to change.
What electrical outlets are used in Mexico? Do I need an adapter?
The standard electrical current in Mexico is 110 volt AC, the same as USA 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.
Can I exchange currency at the resort? Should I exchange currency before travelling?
- It is not necessary to exchange currency prior to your arrival in Cancun. You can exchange currency at the hotel gift shops.
- The hotel gift shops accept US currency and credit cards or you can charge purchases to your room and pay when you check-out of the resort.
- We don't normally recommend travelers checks because they are not always accepted, particularly at small shops.
- ATMs are conveniently located throughout Cancun and you can exchange money easily at the hotel gift shops.
- The exchange rates at the Palace Resorts gift shops and at exchange houses or banks will be better than the rates at a store or a restaurant.
- The US Dollar is widely accepted although the sticker price is usually in Pesos so you may lose money in the exchange.
- Do not exchange more money than you require as you will lose money on the reverse exchange.
|
Wedding Reservations, Payment and Ceremony Details
|
How do I book my wedding?
First, contact Sunseekers Vacations Inc. for information on ceremony availability for your specific wedding date at the resort of your choice. Next, we'll help you choose the wedding package that best suits your ideal ceremony (based on the number of guests that will be attending your wedding, extravagance of the ceremony, etc.). There are a few documents that you are required to complete in order to reserve a particular ceremony date/time. These documents can either be faxed or emailed to you, and, once completed, must be returned to us by fax. Once we have received all of the required documents from you, we will send you a wedding confirmation, signifying that your wedding is confirmed. You will be required to present this wedding confirmation upon your arrival at the hotel.
How do I pay for my wedding and hotel reservation?
For Palace Resorts weddings, a 50% deposit will be required 14 days after ceremony has been confirmed. The final payment is due 30 days prior to wedding date. Optional Services are to be paid at the resort during your first meeting with your wedding coordinator. The only optional services that must be reserved at least 60 days prior to the wedding date are for private functions, religious ceremonies or a live band.
What is the wedding cancellation policy?
For Palace Resorts weddings, a penalty of $300.00 will be charged to credit card if reservation is cancelled within 45 days of the wedding date. A charge form for $300 will be filled out for each wedding package including the Free wedding package. The cancellation fee will not be charged unless the wedding is cancelled within 45 days.
Are there any additional fees for a wedding?
Original blood tests (to determine blood type, HIV, and STD) will be performed at the resort for a fee of $50 per person. Tests must be taken at the resort and results are ready within 24 hours. If any tests are positive, the wedding will not be performed.
Can I stay at another resort and get married at a Palace Resort?
No, you must stay at the resort you are being married at. You must arrive at least 3 days prior to the ceremony to make final ceremony arrangments.
How long must we be at the resort before our ceremony day?
Bride & Groom must arrive at the resort at specified number of days prior to the wedding ceremony date to meet with the wedding coordinator and submit all documents; 1 working day (Monday-Friday) for the Royal Solaris Los Cabos, 3 working days (Monday-Saturday) for the Palace Resorts in Cancun/Riviera Maya, 3 working days (Monday-Friday) for the Royal Solaris in Cancun, and 4 working days (Monday-Saturday) for weddings at the Vallarta Palace. Bride & Groom must be at the resort by check-in time (3:00 PM) or earlier in order to consider day of arrival as the first day. These are not negotiable as they are state requirements not hotel requirements.
What is the Apostille document? Do I need it?
The Apostille document is for USA documentation only as it enables you to use your USA certified documents (such as divorce decrees, death certificates, adoption and name change documents) in another country. An Apostille document MUST be attached to all divorce decrees, death certificates, adoption and name change documents. For information on how to obtain the Apostille documents, please contact the appropriate Secretaries of State of the United States.
Are weddings performed in Mexico legal in other countries?
Yes, weddings performed in Mexico are legal and valid worldwide. Please contact your local courthouse to find out more information on registering your marriage certificate at home.
Can we get married at home and still receive the Free Wedding package?
No, the Free Wedding Package is for civil ceremonies only. If you are already married, your ceremony will be performed as a vow renewal. Many resorts including Palace Resorts and Royal Solaris offers Vow Renewal Packages.
Can my wedding be performed on the beach?
Royal Solaris will perform weddings on the beach. At Palace Resorts it depends on the resort, weddings are performed in a wedding gazebo at the Moon Palace, Aventura Palace, Vallarta Palace and Cozumel Palace; in a Wedding Terrace at the Playacar Palace; on the Sky Terrace at the Beach Palace; and on the Beach at the Vallarta Palace or the Isla Mujeres Palace.
Is the ceremony performed in English or Spanish?
The ceremony is performed in English but can be performed in Spanish upon request.
What are the available ceremony times?
Ceremony times vary among resorts.
At Palace Resorts, ceremonies are performed Monday to Saturday. From April to September, ceremonies are performed at 11am, 12pm, 1pm, 2pm, 3pm, 4pm, 5pm, and 6pm. From October to March, ceremonies are performed at 11am, 12pm, 1pm, 2pm, 3pm, and 4pm.
Contact your Travel & Wedding Coordinator for Royal Solaris ceremony times.
Can we write our own wedding vows?
You can write your own wedding vows, but these will not be incorporated into the legal part of the ceremony. Advise the wedding coordinator of this wish, and they will ensure that the minister allows time for and incorporates your special vows.
Can a child under 18 attend a wedding at the Aventura Spa Palace?
No, if you have guests less than 18 years of age your wedding must be performed at another Palace Resort such as the Moon Palace Golf & Spa Resort.
I have guests who want to attend my wedding but are not staying at a Palace Resort. Can they still come to my wedding?
Yes, guests who are not staying at the same resort may attend your wedding but they must purchase a day pass upon arriving at the resort. The day pass gives the guest full access to the resort's amenities for the entire day.
|
| |
| |
|
|
|
|
|
