Can I request a specific room, building or floor before arriving?
Yes. Approximately one week before arriving e-mail the reservations department with your request. You will receive a reply stating that they will try to honor it but cannot guarantee it. You can also check our accommodations page or an aerial view of the resort to help with your decision.
Do you have a list of rooms open & closed bathrooms?
Yes, everything is listed on our accommodations page
If I want to book a suite, where are they located?
In the Colonial, Villas 20 and 21 have six suites each (all third floor). 2016, 2029, 2030, 2116, 2129, 2130. In the Kantenah Villas 50 and 51 have six suites each (all third floor). 5016, 5029, 5030, 5116, 5129, 5130. In the White Sand and Riviera, each villa has six suites (two end units on each floor).
Are there any non-smoking rooms available?
No. Smoking is permitted in all rooms.
I would like to order something special for our room , is there a list?
Yes! There is a list of flowers and amenities. You can email Guest Services with your request.
Is it safe to use the ice and drink the tap water?
Absolutely YES! The Palladium has a state-of-the-art reverse osmosis purification system for its water supply. While bottled water is supplied in each room, the tap water is perfectly safe to drink.
Do I have to bring my own soap and shampoo?
No. Shampoo, body soap gel, lotion, bar soap wash clothes & wash sponges along with a shower cap and razor kit are supplied.
Do I need to bring an adapter for the electrical outlets?
No. The electricity is 110 volts. The outlets accept the standard three prong plugs used in Canada and the U.S. An extension cord is suggested since there are a limited number of free outlets.
Are there alarm clocks in the rooms?
No. They do offer a wake-up call service by notifying the front desk or operator the night before.
Are there clotheslines, coffee makers, hair dryers, irons, ironing boards, and safes in the rooms?
Yes.
Does the resort have Cribs?
Yes, but the spacing of the side bars is wider than in the United States and Canada
Can I receive incoming telephone calls in my room?
Yes. Incoming calls will be transferred to your room at no charge.
Can I use a calling card to make outgoing telephone calls from my room?
Yes, but there is a 50-peso (US$5) connection charge for each call including 800 numbers.
When do the maids service the rooms?
Maid service is from 8:30am and 4:30pm everyday. You may display the "Do Not Disturb" or "Make-up Room" placard if desired. Do not be surprised if your "maid" is a male.
How often is my mini bar refilled?
Every day, keep in mind the maid does not fill the mini bar. It is a separate group of people and this should be considered when tipping.
Are there any TV channels in English?
There are over two-dozen channels available on your room's TV. A number are in English along with Spanish, French and German - some with English sub-titles.
What are the differences between the different sections of the resort?
General Information - The Grand Palladium Resort (Fiesta Hotel Group) has done a fantastic job in incorporating this resort complex into the existing lovely natural setting. They have taken great pride to keep the natural jungle setting and the flora and fauna that goes with it. Nice to see that modern technology can live in harmony with the environment at this resort. They take great pride in this and will let the natural environment heal and rebuild itself after any storm damage. It is such a pleasure to be able to hear the birds singing and seeing all sorts of wildlife in their natural habitat while vacationing in Paradise. This resort complex is also close to a variety of excursions for everyone's tastes. Any area that you chose, you will be very happy with, and you get to explore and use all sections of the resort. It is amazing and a lot of fun. And if you get "walked out", there is always the train or the golf carts to give you a ride. The staff are the friendliest people. Great ecological paths throughout the whole resort. The most incredible selection of scrumptious food. Great activities. Great shopping. Kids Club. Renova Spa, which offers a wide variety of free facilities as well as spa services. There is so much to see and do at the resort itself, that you don't even feel like you are missing out on anything if you don't leave the grounds. See first hand why we all love to refer to the Grand Palladium Resort as our Home Away From Home.
Kantenah Section - One of the first original sections of the resort, this section was open to vacationers in 2002. If you are beach people we highly recommend the Kantenah and the villas that are located closer to the beach area. It is a short walk to the best stretch of the softest sand beach and you can walk out into the water as far as you can in that type of sand. There are palapas all along the Palladium Beach for shade and lots of comfy beach loungers. Beach bar close by, and a short walk to the main pool, and lobby areas. The Kantenah area is also a little quieter and not as busy. There is an Adult Pool that a few paths go past on the Kantenah side, but both times we were there, we never seen anything that would worry us if we had children. There were a few along the beach, but very discreet.
Colonial / Kantenah Pictures
Colonial Section - One of the first original sections of the resort, this section was open to vacationers in 2002. The Colonial section is centrally located and is a bit busier. The villas are not as close to the beach. This section is closer to the main pool and activity area. Some of these villas are actually closer to the White Sands Lobby & buffets. Closer to the Kids Activity Area. The Colonial Section is the "happening" spot. Located near another great stretch of beach. Scuba Caribe and their water activities are located on this stretch of beach.
Colonial / Kantenah Pictures
White Sands Section - The Grand Palladium White Sand Resort and Spa opened in December 2005. The White sand beach has a great reef for snorkeling. This section has three -story villas, Mayan suites/cabanas that overlook a man-made lake. This area is unique as it has little waterways running through it. Take a scenic Pontoon Boat ride around the man-made lake. Great buffets (as throughout all the resort sections). Beach is a mix of sand and rock. Closest to the Spa (a must to check out for it's free as well as pay for services - which are VERY affordable) Many ecological walkways, as well as a few bridges to get a different perspective of the resort.
White Sand / Riviera Pictures
Riviera Section - The Riviera Section opened in December 2005. The Grand Palladium Riviera is not on the beach but you have access to the White Sand, Colonial, and Kantenah beach. The Riviera section has a beautiful Saltwater pool and beach bar. Take a swim and see all the pretty colorful fish that will join you. This is the more natural & rockier section of beach.
White Sand / Riviera Pictures
Royal Yucatan Section - This section is Adults only located at the furthest end of the Grand Palladium. You will find this section the more quiet and personal side of the resort as it is exclusive for the use of the Royal Yucatan Guests only. You have access to all the aspects, amenities and services of the Kantenah, Colonial, White Sands and Riviera sections. In this section you will have access to unlimited a la cartes during your stay, free Internet, and room service without charge. The pool areas in this section are exclusive to the Royal Yucatan guests only and therefore Adult only. This section may be the furthest from the beach, but as with all areas of the resort has a phenomenal jungle view and a very unique feel. This area also consists of a gorgeous man-made lake. The trains, as well as golf cart transportation is readily available from this section to take you to whichever location of this "Grand"est Palladium you wish to go.
Royal Yucatan Pictures
For more detail, check out our accommodations page
Can I book directly with the Palladium?
Yes. You can book on their Fiesta Hotel Group Website but you may find lower rates using a travel agent or on-line reseller.
How do I contact Public Relations?
You can email Guest Services, Public Relations.
I would like to get married at the resort, whom do I contact?
Have a look at our Wedding page.
Can I use walkie talkies in Mexico?
Yes, but please read this.
Does the resort offer a Catholic Mass?
Yes, it takes place in the Colonial Conference Room on Saturday and Sunday at 5pm.
Does the resort accept spring breakers?
The following is a direct quote from Felipe (General Manager): We don't accept spring breakers but that means we do not admit groups of young people without their parents of other "responsible" relatives. Of course this is a family resort and during spring time many of them will come with their teen sons or with sons that are studying in the college. This is why you can see many young people during that time. As you probably know there are hotels in Cancun that work a lot with this market but it is not the point the Riviera Maya and we totally agree with this. There are chains that, if I am not wrong, are not accepting these guests neither but this is not our case. Felipe Martínez Director General / Managing Director
Does the resort offer beach towels?
Yes, each guest will be given a towel card. Towel huts are located at Colonial, WS Pools, Bar La Jarra Kantenah beach, La Rocas salt water pool. Towel exchanges are also now located at the "Rinconcito Pool" in Kantenah/Colonial, the "Adults Pool," the "Isla" pool in White Sand, and the Royal Yucatan Suites Pool. Royal Yucatan Suite guests will not need nor be given a towel card.
What are the check-in and checkout times?
Check-in time is 3pm. If your room is made-up you will be allowed to check-in early. Checkout time is noon on the day of your departure. You may be allowed a late checkout depending upon availability and with an extra charge. Late check out charge until 4pm is $40 USD and until 6pm is $60 USD. After 6pm is subject to a full night stay at the rack rate price.
What is the proper attire at the resort?
BEACH BARS: Swim suits and cover ups are fine. GRAN AZUL AND LA LAGUNA (the restaurants by the pools): Bathing suits are acceptable but must have a cover up and wear shoes/flip flops. ENCLOSED BUFFETS: Shorts, skorts, capris…anything casual is fine. Men should not wear sleeveless shirts. A LA CARTES: The a la cartes require men to be in long pants (i.e. dockers) and shoes/sandals; shirt with a sleeve/collar ( i.e. polo/tropical shirts). Women may wear capris, sun dresses, shoes/sandals. Heels are not recommended, though, as they may get caught in the wooden planks on the bridges through the jungle area. Children under 12 may wear good shorts to the a la cartes.
Can I checkout the night before I leave?
Yes. You can check out and settle your account between 7pm and midnight the evening before leaving. Be sure to turn in your towel cards and get a "check out pass" that you'll need for the bell captain before being allowed to depart.
Is there a doctor at the resort?
Yes. There are two medical offices that are located in the Colonial and Riviera lobbies. Their regular office hours are 9am - 2pm and 4pm - 8pm. During non-office hours contact reception for 24-hour medical assistance. Their professional services are not included in the all-inclusive plan. Payment by cash or credit card will be required.
Is laundry service available?
Yes. In your closet you'll find a price list and a plastic laundry bag. The clothes will be returned in 24-hours. They also offer express same day service for an additional charge. Check out "the laundry mat" in the Behind the scenes article.
Do I need local currency?
With a very few exceptions, U.S. dollars are accepted just about everywhere. One such exception are the internet cafes. The Palladium's front desks offer a currency exchange at the rate of 10 pesos to the dollar. For a more advantageous exchange rate use one of the two ATM on-site. The Palladium will cash your travelers checks, currency given in Pesos. Currency conversion
Is there a car rental agency at the resort?
Yes. There is a Budget car rental desk in the lobby.
Are there any Internet rooms at the resort?
Yes. They are located in both the White Sands and Kantenah lobbies. The cost is 2-pesos (20 cents) a minute for a high speed DSL connection. If you have a cat 5 ethernet cable you can hook your laptop up in the internet cafes for the same rate as using one of their PCs. Royal guests have free access to two terminals in their lobby plus a cat 5 ethernet outlet for their personal laptops in each room. There is wireless available from all the lobbies.
What do we do in case of severe weather such as a hurricane?
In case of an alarm, the resort has shelters available. Executive personal and hotel management will inform guests of the measures and procedures established. Detailed information will be provided through channel 2 on your TV. Click here for detailed information.
What if a power failure occurs?
In case of emergency, the resort has its own back-up power generators. Check out "in the heart of the matter" in the Behind the scenes article.
Will my cell phone work in Mexico?
Maybe. During the past year many new cell towers have been added along the Cancun/Tulum corridor and service has improved dramatically. Unfortunately not all cell phone carriers have service available. Check with your provider in advance. (Verizon works very well at the Palladium.)
Are beach towels supplied?
Yes. Upon arrival you will be issued 'towel cards' that can be exchanged for towels at several locations on the beach and pool areas. The 'towel huts' are open from 8am till 8pm in the summer and 8am till 6pm in the winter.
Does the beach have lifeguards on duty?
Yes. They are on duty from 9am to 6pm.
What is a collectivo?
They are 12 passenger vans that travel between Playa del Carmen and Tulum picking-up and discharging passengers along the way. There are collectivo stops directly in front of the Palladium entrance and one on the opposite side of the highway. Fares range from $1.50 to $2.00 (USD) depending upon destination. Pay as you exit the Collectivo in either pesos or dollars. They run from 5:00am to 10:00pm every 5 to 15 minutes. The rate is fixed so if you only go 1 km you still pay the full fare.
Where can I catch a taxi?
Taxis are readily available almost everywhere a tourist goes. You can ask for a taxi in the lobby of any area of the resort. Here are the rates from the Palladium.
Can I purchase calling cards at the resort?
Yes. There are vending machines in the lobbies and designated phones that will accept the cards.
What hours do the pontoon boats run?
They run from 10:00am to 8:00pm daily with no charge.
Is transportation available around the resort?
Yes. There are several diesel powered "trains" that operate from approximately 10am till 2am. Each "train" has a capacity of up to 50 passengers. They circle the entire resort making stops along the way. Their frequency and routes vary with the time of day. There are also 8-10 passenger electric golf carts available for persons with disabilities and Royal Yucatan guests.
How much cash should we bring with us?
Since your vacation is already pre-paid, not that much. At the Palladium you'll only need cash for tips and small incidentals. Generally 100 to 300 US dollars in singles and small bills will be sufficient (depending on length of stay and number of family members). If you plan on using a private transfer, shopping in town, or taking some side trips, bring additional funds and/or a credit card. If you find yourself running low on cash, you can always make a withdrawal from one of the two ATMs on site.
Where can I find my own vacation countdown timer?
Right here.
What is the mangrove?
The "swamp like sulfur smell" mentioned by some, comes from the mangrove, the aquatic forest ecosystem, vital to the life of the coast, reef, and food chain to most of the wildlife you see along the coast of Riviera Maya and at GP itself.
Referred to by some guests as 'the jungle", mangrove is made up of over two dozen varities of tropical maritime trees or shrubs that send out many prop roots and form dense tangled, low canopy growth, most observable from the covered walkways throughout GP.
In 2005 Hurricanes Emily and Wilma damaged much of the mangrove in the immediate area of GP. The sulfur like swamp smell (often referred d to as sewage smell) experienced by some, is the result of the natural restoration process of the mangrove.
The relationship between mangroves and their associated marine life cannot be overemphasized. Mangroves provide protected nursery areas for fishes, crustaceans, and shellfish. They also provide food for a multitude of marine species such as snook, snapper, crab, tarpon, jack, sheepshead, red drum, oyster, shrimp and lobsters. Mexico’s important recreational and commercial fisheries would drastically decline without healthy mangrove forests acting as a filter and a nursery.
Many animals find shelter either in the roots or branches of mangroves. Mangrove branches are rookeries, or nesting areas, for beautiful coastal birds such as pelicans and spoonbills.
As visitors to the Riviera Maya we need to remember we are in a tropical environment, an eco system, dangerously close to being destroyed by the onslaught of building taking place along hwy 307. As guests to GP we should understand and enjoy the environmental process that is going on around us and do our part to leave it undisturbed.
Can I view turtles nesting while I am there?
The Kantenah bay is a protected area for turtles. There is a biologist that patrols the beach every night to ensure the turtles are not bothered. If a turtle realizes there is someone close to them they will not nest. Once they are nesting they will not stop but if they see anyone close to where they want to nest, they simply don't do it. The resort has security staff by the beach and they will not allow anyone to approach the turtles with any type of light. As a matter of fact, most of the lights by Punta Emilia or the Beach Bar at the Colonial and also some wooden bridges will be shut off from May to the end of October.
Does the Palladium have a theme song?
Merengue.
Are passes available for friends staying at other hotels and would like to visit me?
Yes. Both Day Passes (9am till 6pm) and Night Passes (6pm till 1am) are available at US$60 each for adults. Children 3-17 years old are half price.
What are the different color wristbands?
Gold - For VIPs, Visiting Fiesta Managers, Owner's Friends (based on the General Manager decision)
Red - For Repeat Guests, Travel Agents, Special Occasions.
Silver - For Royal Yucatan Guests.
Purple - For Kantenah, Colonial, White Sand, and Riviera guests.
Green - For guests under 18.
What is included in the Spa, Fitness and Sports Center?
Have a look
Where can I find information on the Renova Spa?
Renova Spa
Where can I find information on Scuba Caribe?
Scuba Caribe, Scuba Caribe's price list or send an email to Paula Casas for information and coupons.
What are the pool hours?
8am-8pm in the summer and 8am-6pm in the winter. Adult pools are open until 12pm
What are the gym hours?
7am-9pm Daily
Does the resort offers fitness classes?
Yes, Gym Hours: 7:am to 9:pm. There are fitness classes somewhat like aerobics, Monday at 9:00 AM on the Kantenah beach, and Wednesday and Friday at 5:00 PM at the gym in the spa (before fitness class). Fitness class are everyday at 6:00 PM in the spa.
Where can I watch major sporting events from back home?
The new air-conditioned Sports Bar in the Colonial Lobby has a number of monitors showing many international sporting events via satellite TV.
Does the resort have a disco?
Yes, the disco hours for adults are from 11pm to 2am. Teen hours are from 9pm to 10:30pm and are subject to change depending on the season.
What is there to do on a rainy day?
In the rare event of a rainy, non-beach day, most activities move indoors to the lobbies, theaters and even the disco. The Palladium's "Fun Team" has a number of organized activities planned from morning to late afternoon to keep you busy. It's also a good day to visit the new Sports Bar - or any of the bars. Check out our Daily / Rainy Day Activities.
Is there a mini club for children?
Yes. Club El Rancho offers your children a variety of supervised activities. Their hours are 9am to 11pm for children 4 to 12 years of age. Babysitting is available with a 24-hour notice. Current price is $10.00/hr/child. Check out the Mini Club pictures.
How many ala carte reservations will I get?
The Palladium is now using a pager system for the a la carte dining. All guests now have unlimited a la cartes. If you wish to dine at a particular restaurant you must check in with the manager at that restaurant. You will be informed at that time if there is a sitting available on that night. If there is not an immediate opening you will be given a pager. When a table becomes available your pager will beep and shine for 5 minutes. Your table will be held for 10 minutes and if you have not arrived within this time your table could be assigned to other guests. In order to receive your pager you will be required to leave your room key. In the case of a lost or damaged pager there will be a $100.00 charge assigned to your room. Royal Yucatan guests may make reservations at any a la carte restaurant and these reservations need to be made at least 24 hours in advance. If you have a group of ten or more people and you wish to dine together you may make a group reservation with guest services at least 24 hours in advance. The group will all have to select a common entrée and dessert.
How can I make my group dining reservation?
They must be made in person at the guest services desk in the Colonial or Riviera lobbies, or by your concierge if a Royal guest. The guest services desks are open daily from 8am to 1:30pm and 2:30pm to 9:30pm. Check out the Restaurant Guide for more information.
How are food allergies dealt with?
There is a great buffet selection available for all kind of taste and diet. There are fresh salads, fruits, rice, bread, different kinds of sausages, hams, etc. We are pretty sure that you will always find an option. It is very important that you advise our Public Relations Desk about your food allergy. We have our Staff available to help you at the Buffets and Restaurants (Restaurant Manager).
When are the evening beach BBQs?
There is usually a beach BBQ scheduled for Friday evenings and during peak times there may be a second BBQ (Usually on Wednesdays). Any beach BBQ will be subject to the weather. There are two seatings, one at 7:00pm and a second at 8:30pm. The only way to know for sure is to check with your guest services kiosk in the lobby. A reservation for any of the scheduled nights starts the morning prior to the scheduled BBQ and does not count as one of your a la carte reservations. Tables and chairs for four diners are set up on the beach near the snack bars (restrooms are nearby). There is waiter service for drinks and dress is causal. It's a festive atmosphere with candlelight along with a marimba style band playing. Feel free to dine in your bare feet! Food is grilled outside and served buffet style. The menu consists mostly of grilled food - ribs, chicken, steak, sausage, burgers, hot dogs, etc., along with an assortment of vegetables. There's also a salad bar, various breads/rolls, and fruits for dessert. There is something for everyone.
Is there a paella beach lunch?
There is a paella on the beach lunch open to all on Sundays from 1:00pm to 3:00pm on the Colonial beach. This is first come, first served until it is gone. This is not counted as one of your a la cartes.
Is smoking permitted in the restaurants and buffets
Smoking is not permitted inside any of the eateries. Some a la cartes have outside seating where smoking is allowed.
What is the legal drinking age in Mexico?
Eighteen years old. All minors will receive a special color wristband alerting bartenders of their non-drinking status.
Is the milk they serve pasteurized?
Yes. It is ultra-pasteurized and needs no refrigeration until opened.
Do they serve Corona beer at the resort?
No. Draft Dos XX is served at the bars and restaurants. Bottled Dos XX and Superior is supplied in you room mini-bar.
Does the resort have high chairs?
Yes
