Palace Resorts Overview
Palace Resorts has a 2.4-star rating, derived from feedback provided by 226 customers. In the Hotels and Resorts category, it secures the 33th position out of 883 companies.
Rating
Contact Information
Website
www.palaceresorts.com
Phone
(800) 635-1836
8400 NW 33 STREET, SUITE 403, Doral, Florida, 33122, United States
Palace Resorts Reviews
ingrid
Another victim of Elite Palace
Updated by user May 24, 2023
I will never join any such membership with any hotels. I will never stay at another palace resort
Original review May 23, 2023
On May 3, while I was vacationing at the Jamaica Palace, I attended the presentation because I loved the hotel and thought it was wonderful opportunity and so I happily signed up for the membership. Unfortunately, my experience so far has not been a very good one. The following week after returning home, I decided I would start planning my next vacation via my new membership program. I went to the website to price the Cancun location, but I became very concerned and confused that the hotel cost was extremely high, and I was not able to select any of the weeks I was wholeheartedly told I could use right away. I did see the incentive discount was available but that was hardly a savings. As a matter of fact, it was $2-3 less than Expedia, etc. At this point - I became very anxious and frankly very worried. After all I was already $3,000 in the hole for this membership program. I naturally emailed the customer service and received a reply from the reservation department and a day later from Mr. Rodrigo from customer service. We have so far exchanged several emails where I asked him -3 times to send a copy of my contract. As a matter, he has yet to explain/show me where the cancellation clause is in the contract. For I cannot find one. He did provide some information. Apparently When I was told I could use my membership right away That was a complete misinformation. But I prefer to use the term lie! -As a matter of fact, I will not be able to get any of these weeks until the 29th (A little over 2 years) payment EVEN though my membership required a $3000 deposit. - Theres also apparently a 20-30% discount that I can use. That I saw on the website. However, the cost is still very high. As a matter of fact, listed on the website was the prices from Expedia, etc. and that was just a $2-3 difference. - Mr. Rodrigo did offer me a 40% discount for my next trip, but I would have to book it directly via him. Clearly this is just a means to manipulate the fact that Im complaining and requesting my membership cancelled. - Mr. Rodrigo has also offered an extra week in addition to what is stated in my contract. Yet again trying to manipulate me into changing my mind about cancelling. - BUT what I thought was most arrogant, is that he has also made it very clear, he is the one to make the final decision regarding my cancellation/ refund request. And that he has no managers. Mind you, in each of his replies, a Susana Hermida Guzman is cc'ed. When I googled her, she is identified as the " Gerente Cobranza" which translates to Collection Manager. I emailed her after discovering this. She has yet to reply. - Ive was lied to during the presentation, at the contract signing and here I am trying to get to the bottom of this. And Im still being lied to. - I do not trust this company and hope that people will see this complaint and others from other victims such as myself that were lied to and manipulated into this membership. I would like to cancel my contract, but I cant seem to get out of it. Can someone help me?
Kerrie
They are running a fraud
They invite you to tour the property for additional points on your room to use for the spa. You are then brought to a sales pitch room where they try to get you to agree to spending crazy money to have special access and prices to their amenities. When you laugh and say no they then pitch to you information that they had gathered from you whilst having breakfast. That is how much you spend on an annual vacation. They then offer that to you at a fixed price for the next 10 years. You agree as you were told its a guard against inflation. You sign and pay the downpayment. You then find out when the contract is actually sent and you are trying to book your next vacation, its a big lie. They just took an extra 5000 us for the vacation and you your next vacation is double what you would pay for it if done the usual way . Then they laugh and say you cant cancel , no refund and yea you signed.
Anonim
They are using the hotel to conduct a scam. They invite you on a tour of the property for spa credits. After the tour you are pressured to make a down payment of at least 5000 us to join membership.
Fraudulent contract. Nothing that they tell you is true, contract is different from what they tell you. Refusing to give jack refund and trying to tell people that they cant cancel membership.
Woodson
4 time user,
Difficult to getting through and receive info about reservations for 8 rooms and rate, can not plan without specific info.
Anonim
Mainly you can’t reach someone if need help with user name etc I hold 45 minutes
Need lest hold time , by time got somebody 45 minutes, could not serve 6 rooms due to had appt. Had to leave
James
About our trip
We left to the spa, the cleaning staff came into our room and took $200 from our wallet. The resort does not want to assist. They said that they will investigate, but theres nothing they can really do.
Joshua
Lied to us to get membership
At the timeshare presentation they will completely lie to you and promise you things that are not true. The representative Alex (lives in Cancun but was working Jamaica location when we went) told my wife and I we can exchange our week with Palace for more points per exchange then our current timeshare through Interval. He even showed us some paper that had exchange tiers and said Palace would be tier 1 which was 50k+ points. Our current timeshare we were getting 43k points and Alex knew that was the only reason we signed up was to get more points per exchange. They will say everything will be emailed to you but of course they dont include all the numbers and lies they scribble down in front of you. After a couple months when we came back we finally got a Interval login for our new Palace membership only to find out you cant exchange week for points and nothing Alex said was true. Since they are located in Mexico and no office in the US litigation is out of the picture and you wont be able to chargeback the down payment they require when you sign up. DONT FALL FOR THESE SCAM ARTISTS LIES! Avoid the presentation its not worth the credits and if you do go just nod head and leave dont be bait and switched like us.
Anonim
Complaint
Horrible customer service and roaches in our room 2 nights in a row, rude customer service and horrible communication from staff and because of that you end up paying for a plan without even going cause of the lack of communication. Service at restaurant was horrible starting from hostess. Pool was so dirty. Never again.
Anonim
Fraud
Stay away from this fraud resort company. They put pressure in their sales presentation and will not refund you deposit. Many followups but no luck. They dont have any complaint or customer support process. Only sales contacts. MOON PALACE IS A BIG FRAUD!
Nicole
Horrible Customer Service
Upon arrival on 7/1/22, I had ants in my room on the floor located around the table and sliding glass door. I called the front desk immediately and explained to them that I am allergic to ants and needed this resolved immediately. The front desk stated that they would send maintenance to my room to spray. After waiting an hour, I called the front desk again; and again they stated they would send maintenance to my room to spray. At 8pm, I was going to dinner with my family and I called the front desk again to inform them that maintenance still had not come. They assured me that maintenance would come while I was gone and spray and that they would leave a note stating they had been there. After coming back to my room at 11pm, there were still ants in the room and no note that maintenance had been there. Due to my allergy to ants, I had a very hard time sleeping because I was fearful that the ants would get in my bed and bite me. I slept very little that night. On 7/2/22 when I woke up, I found that the ants were not only the floor but had now spread to the countertop and into my luggage. I called downstairs to speak to the hotel manager and I was transferred to Public Relations. A public relations representative state that they would switch me to a different room and would have housekeeping take my clothes and wash them since the ants were now all over my luggage and in my clothes. The public relations representative then came to my room with the housekeeping representative to inspect the room. The public relations representative stated that I would be moved into another room today once housekeeping had cleaned the room and instructed the housekeeping representative to wash all of the clothes. I completed the laundry form as instructed and left it was the laundry that needed to be clean. I went to lunch with my family and came back to find that the laundry had not been taken to be cleaned. I called and spoke to the public relations representative and she stated that the new room would be ready between 3-5pm and that housekeeping would come and get the clothes. At 6pm, I went down to the public relations desk only to find out that the representative I was working with all day had left for the day and did not leave instructions regarding my case for the next shift. I was then instructed to go speak to the front desk manager. The front desk manager informed me that my new room would be ready by 8pm. I went to dinner with my family at 7pm and came back at 10pm to find that not only was I not moved to another room but that the laundry also had not been taken to be washed. Due to my allergy to ants, I had a very hard time sleeping because I was fearful that the ants would get in my bed and bite me. Not only were they on the floor and counter top, they were now in my clothes and I had nothing to wear. I again slept very little that night. On 7/3/22, I went downstairs and asked to speak to the operations manager, Ricardo Hewitt. Mr. Hewitt knew nothing of the issues that had been going on for the two days but stated that he would take care of it that day. Mr. Hewitt came to my room with housekeeping and they took my clothes at that time. I explained that I was checking out the next day and needed the clothes back today. Mr. Hewitt assured me that the clothes would be back that day. Mr. Hewitt stated that housekeeping were cleaning rooms and that I would be moved as soon as a new room was available. I was moved into my new room at 3pm. I received my clothes back from housekeeping at 9pm. On 7/4/22, I was scheduled to check out at 11am and board the transportation bus to go to the airport. I asked to speak to Mr. Hewitt before I left but was told he was in a meeting. I explained to the public relations representative that I do not believe that it is fair for me to pay over $1,600.00 for this vacation after spending 47 hours in a hotel room that had ants that I was allergic to that were not only all over the room but also in my clothes. I do believe that it is fair for me to pay over $1,600.00 for this vacation after spending only 20 hours in a room free from ants. I do not believe that it is fair for me to pay over $1,600.00 for this vacation when I had clothes free from ants that I was allergic to for only 20 hours. Mr. Hewitt refused to come out of the meeting and speak with me. I asked to speak to the hotel manager, Errol Lingo, who apparently was also in the same meeting, who also refused to come out and speak to me. I was told by the public relations representative that the best they could offer me was a free night on another stay with their property. I asked for Mr. Hewitts email address and the public relations representative stated that he did not have it. I asked for the case number for this incident and that public relationship representative stated that he is not allowed to give it to me. The public relations representative said that I can speak to the public relations department for Moon Palace Resorts. The representative called the public relations department for Moon Palace Resorts and they stated that the hotel would need to resolve this situation. I spent everyday of my vacation trying to resolve this issue and no one would address my concerns until the day before I was supposed to leave. This was not a vacation, it was a nightmare. Not only was it a nightmare, it is an insult to have to pay over $1,600.00 for this type of treatment. I want a complete refund for my stay.
Lisbeth
Quality of service (rooms, credits, tours, cost...) is declining
Updated by user Jul 20, 2022
I have not had any updates so far
Original review Jul 19, 2022
I've been a member since 2018 when we were sold a membership. The details of the contract were very vague and there were a lot of promises or supposed discounts. As with most people we also thought we were investing in future vacations for extreme discounts only to find that the membership only gave us 20-30% off advertised prices. I firmly believe that Palace has an agreement with all other brokers to keep the price high so that their 20-30% looks like a good deal. This was our 3rd trip to the Grand in Cancun. The place was entirely too busy and the resort did not plan accordingly. practically impossible to get a restaurant reservation and the wait for the standard buffet was always long. Room service was on time, but they frequently ran out of selections. The buffet food was insignificant. Since we couldn't get restaurant reservations we ended up eating at the buffet a lot and the food didn't vary. Mexican, seafood and pizza. The desserts are well known and even those were sub par. I would say 1 out of 20 people wore a mask. We had a great introduction in 2018 and were 'wow'd. Don't even get me started about the tours. a bunch of bait and switching. The Grand isn't grand anymore - we could stay someplace else cheaper, but we are roped into a membership.
Tricia
Deceptive Palace Elite practices
Palace Elite /Palace Resorts provided us the wrong or deceptive information about their palace elite program cancellation policies. When we called to cancel our membership we were then told the membership is lifelong and we cannot cancel our membership that was contrary to what their representative Armando guaranteed us when trying to get us to sign up for their program. We would never sign for any program that has no cancellation. Since then they have sent harrassing emails, calls and whats app messages about reporting us to the credit bureau and demanding various amounts of settlements. Palace elite practices are unethical and criminal. They have clients under duress and are deceptive about what their program truly entails. At no point did they ever told us that there was no cancellation policy. Our onboarding took more than 7 hours of badgering and at multiple points we asked about cancellation and was assured that we can cancel at any time.
Lisa
Bad, cold food, bad service
All food was cold at Arricefes, raw chicken at Momos, cold food at Le Chateau. All food was not up to par. We have been several times and this was a complete let down. Service was substandard and we were here as diamond guests. A few good wait staff did not make up for all the ones who didnt care about their work. Very few food options for allergies. They used to go above and beyond to accommodate and that is why we will pay the price for Moon Palace.
Linda
Nothing to do while I am on hold!
It is very difficult to get in touch with a human at Palace! I need to speak to someone regarding my membership at Moon Palace and no one will call me back or send an email. 803 798-**** or lindawindham@***.com Please contact me asap! lwTread
Bernie
Was lied to by La Blanc Cabo San Lucas staff,
My wife and I visited Le Blanc Cabo San Lucas Easter week 2022. After we checked out and walking to the Valet parking area, we were approached by a Hotel employee to buy a "travel certificate" for $299usd that gives us a discounted / guaranteed rate for a return trip to any Palace resort location. I specifically asked the Le Blanc Hotel employee "when can I use this?" the Le Blanc employees told my wife and I, "can be used anytime" further he said "it's good for 2 years". By not informing me of the certificate's terms and conditions pre or pre- or post-sale, and responding to my question with "can be used anytime" I was lied to by a Le Blanc Hotel, Cabo San Lucas employee. We were not told of the terms and conditions of the certificate pre- or post-sale, Can't use certificate during holidays weeks and is valid for 18 months. I have tried multiple times to have this resolved via email exchanges MVGCS@***.com but the email correspondences have stopped.
Felicia
RIP OFF
Original review Apr 15, 2022
DO NOT BUY INTO THE MEMBERSHIP . Because that all it is a membership to stay in there resort for 20%or 30% off. My husband and I brought the membership thinking we were going to save some money to travel. The membership cost us $15,000. So were thinking we can go and stay all those luxury resort for free. So we call to go to Los Cabos, the customer service rep to us $4000 for one week. What!!! They taking your money to help building resort all over the world and promising luxury vacation and your getting nothing in return.Tried to cancel was told can't get your money back. Everything in the contract is a lie .STAY AWAY