Certainly! Even though we are new to selling vacation packages, (but not to traveling) we understand your desire for the perfect vacation. We will make effort to see that your questions are answered in a timely manner and that you enjoy your vacation. Our philosophy is that you deserve a great vacation for a great price and we will do everything humanly possible to make sure that happens. We understand customer service and will provide you with the best products and services possible.

Please be assured that your money will go toward your actual purchase and that you will get the type of vacation you read about on this site.

How do I make my reservation?
Complete and submit the reservation online. Once you have submitted your request you will be contacted via e-mail or fax with confirmation of availability, and that your reservation is currently being held. Within 24 hours of confirmation we ask that you pay for your vacation package in full. If you are unable to do this your reservation will be put back into the system and the dates may not be available again.

Can I cancel my vacation package?
Yes, you may cancel your vacation package 96 hours (4 days) prior to your departure. Your cancellation request must be received in writing via e-mail or fax for refund. Please note that there is a cancellation fee of 10% of your total vacation package. If your cancellation request is not made 96 hours (4 days) in advance you will not be able to receive any refund. However we would be happy to apply your vacation credit towards a future vacation at a Palace Resort (within 9 months). Please note that Palace Resort prices vary as do the prices for the different travel seasons. You will be responsible for any additional charges at the time you rebook your vacation, as you will also be credited should you select to travel when seasons change or should you select another Palace Resort with a less expensive vacation package.

How do I change my vacation dates?
Yes. Please contact us via e-mail or by fax a minimum of 4 days (96 hours) prior to your departure. We will do our best to make your change and reconfirm your reservation as quickly as possible. Hopefully you will understand that there is quite a bit involved in changing reservation dates. There is a charge of $50.00USD per person for each reservation change. This amount will be due prior to confirmation of your new reservation. Please note that a change in your reservations includes any name change or reduction in travelers.

Can I request a specific room?
Unfortunately this is not possible, however all efforts will be made to grant your request regarding room types. All room assignments are made at the time of your arrival at the hotel based on room availability.

There are 5 people in our family, can we stay in one room?
At this time the Moon Palace/Sunrise Palace Resort and the Beach Palace allow a family of 5 to stay in one room as long as it includes two adults with 3 children all under the age of 12, or 4 adults with one infant. If you require more space you may desire to request connecting rooms if available. No other exceptions will be made at this time.

Can we drink the water?
While at the Palace Resorts, you may freely drink the water as each resort has its own purified water system. While in Cancun or on a tour, either take water with you or purchase name brand water just to be on the safe side. Remember it can get quite warm and you may get dehydrated, so it can be advisable to always have water available.

Is the price of airfare included in the package price?
No. We do not offer any vacation packages at this time with airfare included in the price.

When is payment for my vacation package due?
At this time, we request the vacation package be paid in full within 90 days of scheduled arrival in Cancun. If you are traveling less than 90 days from the time you place your reservation, the full amount will be required at the time of purchase.

Do I need a passport to travel to Mexico?
No, a passport is not needed, but can make traveling much easier. However, if you do not have a passport, you will be required to show an original birth certificate with a legal photo ID plus the Tourist Card that will either be issued with your airline tickets, or by the airline upon your departure to Cancun. Please remember if any of your document names do not match (especially for women) you may need to take a marriage certificate or notarized document. If you have any doubts on what documents you may need, call the Federal Immigration Office.

For minors traveling alone or with an adult, they must have the above ID's. If the minor is traveling alone, he/she must also have a notarized letter signed by all 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.

TIP: Because original documents are expected, it may be advisable for you to make two (2) photocopies of all of your original documents. Place one photocopy in your luggage (separate from the original) and leave the other photocopy at home. This way if the worst case scenario happened and you lost your original documents, you would still possess photocopies to prove you are who you say you are. For more information about traveling to Mexico and the documentation needed by U.S. citizens, please visit http://travel.state.gov/tips_mexico.html.

Once we arrive in Cancun, what do we do?
After you depart the plane you will proceed to the Mexican Immigration where you will present your official documents (including the documents given to you by the airlines on your flight). After you pass through Mexican Immigration and your identification and official documents have been verified, you will proceed to Baggage Claim where you will pick up your luggage, and proceed to Customs where you will be instructed to push a button which activates a light. If the light turns green, you may proceed. If the light turns red, your luggage will be searched. Please note that the light is purely random, so don't be insulted if you get a red light.

Should we exchange our money into pesos?
United States dollars are accepted throughout Cancun as are most credit cards (however you may be changed a fee to use credit cards in some places). If you wish to exchange your money into pesos, please note what the exchange rate is, as it will probably vary from place to place and only exchange what you think you will need, and remember that the exchange rate can fluctuate on a daily basis.

How do we rent a car in Cancun?
Car rentals can be made in a variety of ways: Prior to your arrival in Cancun through any international car rental company or at at a car rental agency once you arrive (at the airport or in town). However we would suggest that you speak with the car rental agency located in the lobby of each resort lobby. You must be at least 19 years of age and have a major credit card in order to rent a vehicle. Prices are quite reasonable, but beware of deception at the gas stations and be sure to note where the gas stations are located and how they work as it may be quite different than what you are use to. Also, be sure to check with your insurance company to see if you are covered while driving in Mexico. If not, you will be required to purchase additional temporary insurance.

Are there other ways to get around Cancun?
The Palace Resorts offer transportation to other Palace Resorts free of charge. Please consult the Concierge for times and to make a reservation. Public transportation is prevalent in Mexico and is widely used by tourists and locals alike. The busses travel continually through the day and evening through the hotel zone and to downtown Cancun. The cost is approximately .50USD anywhere. Also note that when traveling by taxi many of the fares are posted and don't be afraid to ask the cost prior to getting into the taxi.

What should we take on our trip?
Comfort and sun protection are the key words! Typical summer wear will make you most comfortable, especially cotton. Shorts, swimsuits, swimsuit cover-ups, sandals and comfortable shoes etc. are common around the resorts and fit the weather. You may wish to take a long sleeved shirt, slacks or a light jacket. Believe it or not, it will occasionally rain in Cancun. And sometimes the air-conditioned areas may be a bit cool for you. A few of the Palace Resorts have dress codes at some of the restaurants as do some of the clubs and restaurants in the Cancun Entertainment Zone. Whatever you do, "don't forget, lotion, sunscreen, (remember some places require you use biodegradable sunscreen to help protect the environment) sun glasses and a hat." I can guarantee you'll need them! Of course if you forget anything you can find it at either the resort, a local pharmacy or store.

What kind of clothing should we pack?
Typical summer wear will make you most comfortable. Shorts, bathing suits, walking shoes, etc. are common around the resorts and fit the weather. Take one or two long sleeved shirts and pants or a jacket/sweater for the occasional rainy moment or if air-conditioned areas are usually too cool for you. Some of the Palace restaurants require dress clothes as do some of the areas in the entertainment zone in Cancun.

Is there transportation between resorts?
Travelling during your time in Cancun couldn't be more convenient! While all of the hotel accommodations are designed to pamper and relax you, we know you many not want to stay in once place. That is why we have the following schedule set to transport you around beautiful Cancun. Please note that the schedule may change. Be sure to check with the Chaza Travel desk before making plans.

Free lobby bus transportation:
Departs from Moon Palace to:

1st stop = Sun Palace
2nd stop = Cancun Palace
3rd stop = La Isla Shopping Village & Forum by the Sea
4th stop = Beach Palace
Departs Moon Palace @ 12:00pm, 2:00pm, 4:00pm, 9:00pm
Departs from Beach Palace to:
1st stop = La Isla Shopping Village & Forum by the Sea
2nd stop = Cancun Palace
3rd stop = Sun Palace
4th stop = Moon Palace

In addition to the above, there is a special air-conditioned shuttle bus system that runs all day to all points within the hotel zone, as well as to downtown Cancun. This bus to anywhere within the hotel zone is $1.00 USD.

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