Who will help me decide how to choose my treatment?
One of our Spa receptionists will help you plan the perfect spa experience, including the best sequence for your treatments.

What if I have special health considerations?
Please notify a Spa receptionist before booking your appointments. All Spa guests will be asked to complete a brief medical questionnaire upon check-in. If necessary, you can request a mini check up with the doctor.

May I request a male or female therapist?
Yes, of course, but we cannot guarantee the availability of a particular therapist or gender. All of our therapists are trained to drape sheets discreetly to respect and protect your privacy at all times.

What do I wear during my treatment?
Wear what is comfortable for you, the Spa will provide you with undergarments for body treatments.

What about my jewelry and valuables?
Please leave all valuables at your hotel safety deposit box. The Spa is not responsible for lost or forgotten valuables. If you forgot to take off your watch or ring place it inside your bathrobe pocket.

What if I'm late for my appointment?
Arriving late will limit the time for your treatment. You will be asked to sign a service waiver where you agree to take the remaining time of the service. Depending on the length of your service, a late arrival may be classified as a No Show.

How early do I need to check in for my scheduled appointment?
Earlier is always better. If your service is scheduled at the outdoor palapas, you need to arrive 10 minutes prior to your scheduled appointment. At the Beauty Salon we also recommend you to check in 10 min prior to your service. At the Central Spa you need to check in 30 min at the first level treatment and hydrotherapy reception. This will give you enough time to check in, get you locker assignment, change comfortably into your robe, and relax for 5 min at the Spa lounge before your therapist takes you into your spa treatment. If you want to enjoy our luxurious hydrotherapy facilities with whirlpools, cold plunge, sauna steam, Swiss shower and foot whirlpools, plan to arrive 60 minutes prior to your first service.

What precautions do I need to take?
All Palace Resorts guests under the all-inclusive program have freedom of choice! However, we recommend that you eat in moderation prior to your spa service and avoid alcoholic beverages in combination with exercise classes, whirlpools and heat treatments. Do not shave your legs prior to a body scrub treatment. Bad sunburn may prevent you from taking or enjoying a spa treatment. Be conscious and use good sun protection.

What about gratuities?
Palace Resorts Guests under the all-inclusive system have gratuities included, Additional gratuities are optional.

What about payment for spa services?
Aventura Spa, Moon Spa, and Playacar Spa can charge spa services to your room account or accept all major credit cards. When booking appointments at other Palace Resorts or buying additional services at the Spa, guests must pay in cash or with a major credit card.

What is your cancellation policy?
Cancellations must be made at 5p.m. the day prior to your scheduled appointment. After this period there is no reimbursement, you can only reschedule your spa service based on availability. Last minute rescheduling requires up to 2 hours before your spa service is scheduled.

What if I forget to show up for my appointment?
Don't forget please!!! You will lose the treatment without reimbursement. . A No Show can be rescheduled based on availability only in the case of illness showing a medical waiver.