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Over the last 10 years we joined Palace Resorts as a member and subsequently, and foolishly, enhanced our membership paying in about $50,000. We were contractually promised significantly lower rates than anyone else for investing in the company.

We were also promised special VIP treatment which included the ability to have use and dining privileges of neighboring Palace Resorts in the Cancun -Riviera Maya area. A shuttle service was provided. We also were supposed to have special member check-in and check out, special seating area at pool and beach, member concierge services and concierge rooms with the nicest amenities and views, restaurant reservations easy trip cancellation and refunds, and several other amenities. Palace told us that we would have our Palace Premier VIP membership valid at both divisions of Palace when they split some of the hotels to Hard Rock.

Unfortunately, that did not happen. Our room rate was no better, and actually higher, than our friends who booked their rooms on the internet. They had very nice rooms. We were not put on the concierge level.

Worse, our rooms were not ready when promised and they actually tried to give us lower level rooms. They did not recognize our Palace Premier membership, they said they only gave the amenities to the Hard Rock members. When we attempted to go to the other Palace resorts in the Cancun area, we were told we could not go because we were booked through Hard Rock and were unwelcome at the other Cancun and Playa del Carmen Palace resorts! The shuttle no longer exists.

We were chased out of the VIP area at the pool and beach because that was only for "Hard Rock" VIPs, even though we were grandfathered into both organizations and wore the Black wristband. Worse, when we made and paid for our reservations, we mentioned to the booking agent that we might have to change the reservation dates and place due to a possible family situation. We were told NO PROBLEM, like before. Well we had to change dates and wanted to change the resort in Cancun as well.

We were told that since we already paid for rooms in the "Hard Rock" system, we could only get a credit for future stays in Palace affiliated Hard Rock all inclusives. We would have to pay again for any of the real Palace resorts. Hence we got stuck at the Hard Rock Cancun - a dated hotel that has a lot of maintenance issues, and that leaks very badly during any rain. Our daughter's room on the 4th floor of a 12 story hotel, leaked so badly that they had to put towels all over the floor and move her bed away from the wall.

Our electricity did not work in the bathroom and our showerhead was broken. The toilet did not flush properly all week in our other daughter's room. My advice is that you need to be very careful with this organization. They tell you one thing, but do not honor their commitments.

They have not trained the staff of the Hard Rock hotels to the same standards as the Palace Resorts. The staff is paid less at the Hard Rock than the original Palace resorts because Palace most likely has to pay a licensing fee to Hard Rock and they take that out of employee compensation. If you go, shop for the best rate on internet web sites. Do not believe their promises if they try to get you to join.

Membership means nothing. They say they have a contract, but if they put the hotels into a different group, you will be disappointed like we were and ripped off as well. Your ability to fight any breach of contract is impossible in Mexico. Further, even if you pay extra for a better room, you may not get it.

Worse, they will NOT refund you anything even if it is there mistake.

Becareful!

Monetary Loss: $50000.

Location: Cancun, Quintana Roo

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Guest

If there are 58 people willing to admit we HAVE BEEN SCAMMED- ISN'T THERE ONE MEMBER THAT IS A LAW YEAR, or knows of a lawyet, who's willing to gather all disgruntled PALACE RESORT MEMBER and get us SOME compensation?

Guest

We have been a Palace Resorts for about 5 years. We bought 50 weeks at the amazing Palace Resorts in CanCun and Riviera Maya.

Today, I understand they already expanded to Puerto Vallarta and Punta Cana. We were told a lot of promises and incredible discounts as members that we could not get as regular customers. They had a promotion and we were awarded with two weeks at the Moon Palace Resort for buying the membership. Next thing we know, we bought a membership.

We enjoyed the two weeks the following year at the Moon Palace Resort and it was great.

After that, we have unsuccessfully tried to go to another resort because we found in the internet much better prices in the same resort, same type of room, all-inclusive, same dates etc. When I say the same, I mean the same. I have contacted several representatives from Palace Resorts and they did not provide a clear answer. Their rationale is that travel companies buy weeks at the resorts and sell them the way the like.

To me that is not an acceptable response.

In short, we decided not to go to any Palace Resorts not because of the quality of the resort, but because of the disappointing pricing and really bad marketing policies. I think we will never use our membership unless Palace Resorts modify their policies with their "preferred" and "valuable" members and make the resorts more attractive for them.

We regret the money we spent. Our recommendation is NOT TO BUY ANY MEMBERSHIP especially at Palace Resorts and use the internet where today you can find better packages and lots of other options.

Guest

We were Palace premier member VIP before the split as well, although last summer while at presidential suite at HR cancun we were treated no differently than before. We were able to utilize the VIP area of the poo and beach.

They are to honor the grandfathered memberships of the folks that had access to all the resorts before the split.

Sorry to hear you are being treated differently. Of course, they will pressure you to upgrade to Legendary membership while at the hard Rocks.

Guest

We also had a similar experience as you. We are Palace Premier members, we booked the Cancun Palace and when we arrived it had been changed to Hard Rock.

At Hard Rock we were not treated as Premier members.

The experience with Hard Rock no comparison with how we had been treated previous years. Consequently, our time share is going on the block.

Guest
reply icon Replying to comment of Guest-721734

We agree that the level of service we formerly received with PALACE seems to have disappeared.

Guest

Had same issues with Hard Rock, they look down at the Palace members and treat us like ***. I was staying at Hard Rock Cancun and ended up going to Moon palace and was treated great. Too bad the brothers who started this company have fallen apart and are taking it out on the members!

Guest

God bless you that you are able to put down that kind of money down for a vacation experience, it speaks to your seriousness. They should have had the yacht waiting for you!

You are right about the grandfather provision. Those certificates must be honored at both resorts. I too bought a palace premier membership before the split. Not as many as you, but nevertheless, I expect to be able to use them at both resorts.

Alot of people would be interested in your outcome. Yo have a legal case otherwise...

Guest

Agree. We have been long time Premier members and are getting the same runaround trying to just get a reservation the Moon Palace. They keep insisting we have to stay at the Hard Rock.

Guest
reply icon Replying to comment of Guest-697213

Wonder if the Palace company bothers to read these valid complaints. They have a reputation to uphold, or it that no longer important? Realize that the company splitting created many challenges but a signed agreement should be upheld.

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