For the Palace Resorts family, our guests are our priority, as is providing the very highest level of customer service.
We are currently experiencing an increased number of calls and email inquiries associated with travel plans and COVID-19, for which reason our response times are longer than usual. However, please be assured that we are answering each and every inquiry personally.
To ensure any changes in your travel plans are much easier and hassle-free we have adapted our policies to provide you with the flexibility you require at this moment.
For all previously existing and new reservations at any of our properties made for March and April, you are able to modify the date of your reservation to any alternative date from now until December 15, 2020. All penalties associated with date changes to these reservations are waivered. This also applies to non-refundable reservations.
We will be only too glad to help you with any questions you may have via our call center (numbers provided in the top-right-hand corner of our website), or via email: webmaster@palaceelite.com.
If you are looking for further information on COVID-19 in general, the following is a list of reliable global sources:
• The World Health Organization (WHO)
• The U.S. Centers for Disease Control and Prevention (CDC)
• WHO Videos
• CDC Fact Sheets
Have any cases of COVID-19 been detected in Mexico or Jamaica?
For updated news please visit https://travel.state.gov/content/travel.html, select Information for Travellers, and then select COVID-19 Country Specific Information. Select your destination from the list of countries which appears there.
What is your refund policy regarding COVID-19?
For all previously existing and new reservations at any of our properties made for March and April, you are able to modify the date of your reservation to any alternative date between now until December 15, 2020. All penalties associated with date changes to these reservations are waivered. This also applies to non-refundable reservations.
What preventative measures have been taken at Palace Resorts properties?
For those guests coming to visit us, it is worth noting that Palace Resorts & Le Blanc Spa Resorts use the strictest operational standards when it comes to hygiene and cleanliness. Our processes are in compliance with and have been Certified H by the Mexican Government, which upholds the highest standard in sanitation and cleanliness based on HACCP (Hazard Analysis and Critical Control Points) system. It is also important to note that Palace Resorts has its own Contagious Disease Outbreak Control protocol that can be activated in case of an emergency.
While we continue to follow local & government officials, please note that we continue to take precautionary measures to protect the health and safety of our guests and employees and guarantee that all of our resort practices meet the latest COVID -19 [Coronavirus Disease] protocols.
To ensure the health and safety of everyone, we are taking very specific and controlled measures throughout all our resorts and facilities including:
• Center for Disease Control (CDC) recommendations for general flu prevention for all employees and guests (washing hands, avoiding touching face, etc.)
• Continuing to maintain rigorous cleanliness and safety standards throughout all our facilities including the reinforcement of good hygiene practices among employees.
• Providing sanitizer dispensing stations in high-traffic, visible areas including Restaurants, Front desk, Hotel Lobby, etc.
• Reinforcing cleaning and disinfectant procedures with a focus on faucets and toilet flushers, doorknobs and locks, desk and table surfaces, hangers, safes, light/air switches, TV remotes, and telephones.
What happens if I am unable to fly back to my country of origin on the originally-planned date?
Should travelers be forced to extend their stays due to flight delays, guests will be eligible for a special rate, set out as follows:
• $350 USD (for 2 people) at all Palace Resorts properties (excluding The Grand at Moon Palace Cancun and Le Blanc Spa Resorts properties).
• $450 USD (for 2 people) at The Grand at Moon Palace Cancun.
• $550 USD (for 2 people) at Le Blanc Spa Resorts properties.
What do I do if my airline cancels my flights?
For all previously existing and new reservations at any of our properties made for March and April, you are able to modify the date of your reservation to any alternative date between now until December 15, 2020. All penalties associated with date changes to these reservations are waivered. This also applies to non-refundable reservations.
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