Hotel Contact Information

Grand Palladium Costa Mujeres Resort & Spa
Vialidad Paseo Mujeres, 77400 Cancun, Quintana Roo, Mexico
Email : Callcenter@palladiumhotelgroup.com

National language: Spanish

Official Currency: Mexician Peso. US dollar is widely accepted

Language notes: Hola! While the local language is Spanish, English is widely spoken in resorts and tourist areas.

How far from the airport is the resort ?

Approximately 29 km from Cancun International Airport

Voltage: 110V

What is the electrical voltage?

US and Canadian devices use 120 V and will work with 110 V. Many resorts have 120 V plugs.

Doug UK suggests: A useful tip for European travellers. The sockets in the rooms also support 2 round pin plugs but NOT UK plugs.

Here is a handy chart showing each outlet from different countries. Thank you Juan J Mullin.

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An adapter some travel with. (image below) It has been reported that the UK round pin will not fit in the the receptacles at the Riviera Maya Complex other than the one in the bathroom.

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What to pack: Don’t know what to bring? Don’t worry. Click Here for our full packing list. (suggested items only, you pick and choose which may suit you)

What’s included with my “All Inclusive” vacation ?

  • Roundtrip transfers between airport and hotel (package only)
  • Roundtrip flight in Economy Class (package only)
  • Hotel taxes and service charges
  • Accommodation for the chosen period
  • 24-hour food and beverage service
  • À la carte dinners (unlimited, reservations required)
  • Daily activities program
  • Daily sports
  • Domestic drinks (unlimited)
  • Evening entertainment
  • Roundtrip flight in Economy Class (package only)
  • Accommodation for the chosen period
  • 24-hour food and beverage service
  • À la carte dinners (unlimited, reservations required)
  • Daily activities program
  • Daily sports
  • Domestic drinks (unlimited)
  • Evening entertainment
  • Mini-bar restocked daily (water, soft drinks and beer)
  • Non-motorized water sports (select)
  • Premium brand drinks (unlimited)
  • Room service available from 11 am to 11 pm (light menu) at GPCM, 24 hour menu for Family Selection and TRS Coral
  • Selected international drinks (unlimited)
  • Snacks and beer (24-hour)
  • Waiter service at the pool(s)
  • Buffet breakfast, lunch and dinner daily
  • Unlimited A la Carte Dinners

** There may be additional inclusions when choosing to stay in a Family Selection room(s) or the adult only, TRS Coral**

Check In & Check Out

  • Check in is at 3pm and check out is at noon. Late check out can be arranged through the desk based on availability ($ per hr.).
  • 4pm check out $
  • 6pm check out $
  • Later than 6pm is rack rate
  • Family Selection offers 24 hr chek in and check out.

There are courtesy rooms available for showering and changing for no additional charge for all guests.

Is there WiFi ?

Yes, WiFi is FREE throughout the resort(s). Premium WiFi is available for an addition cost.

 

Who has access to  TRS Coral  facilities ?

Guest(s) staying at TRS, VIP and some levels of Travel Club have full access to TRS Coral.

Who has access to Grand Palladium Costa Mujeres ?

Guest(s )staying at the GP Costa Mujeres and TRS Coral will be able to use all Grand Palladium  facilities.

Is smoking permitted in the rooms ?

No, here is the PHG policy. “We would like to remind you that, according to national tobacco laws, smoking is not allowed in hotel rooms and in the lobby. If caught smoking, you will be charged $250 USD for room cleaning and preparation.”

 

What amenities do the rooms contain?

All rooms supply toiletries, bathrobe and slippers for use during your stay, Coffee / Tea making supplies, mini fridge, room service. TRS Coral rooms have L’Occitane products and upgraded amenities.

Are cots available ?
No, please be sure to book a room that will meet your needs. You may request a “pack and play” for your little ones.

What is included with a” Family Selection” Room ?

Check-in and check-out open 24 hours
Snacks sweet and salty provided all day
Priority reservations in restaurants
Turn-down service for children
Pillow menu for adults and children
Activities and à la carte entertainment workshops and classes for children, teenagers and adults
Room service available 24 hours
Mini-bar personalized with special beverages
Complimentary laundry service (2 pieces per person) before departure
Bathrobes and slippers in room designed for children
Exclusive facilities for the Family Selection guests: lobby, restaurant, bar, living room with TV and entertainment area
Exclusive swimming pool heated in the winter, with waiter service
Exclusive Solarium with Bali beds and lounge chairs
Exclusive bathrooms and outdoor area with terrace and garden
Exclusive area on the beach with waiter service
Access to Zentropia Palladium Spa & Wellness (for adults 18+)
Walkie-talkies or cell phone for the family for the duration of the stay
Amenities and hydromassage tub for the little ones
Access to a Nanny or Family Host extended service on request ($)
Complimentary unpacking and packing service
Complimentary sunscreen in pool and beach zones
Welcome gift for every VIK child (Very Important Kid)
* Included with “Family Selection Junior Suite” and “Family Selection Loft Suite” only

What is Imperial Club ?

Imperial Club is an up sell offered by Air Transat. It will include extras such as :

  • Separate check-in at Club Desk
  • Distinct identification bracelet
  • Welcome gift and letter
  • Fruit basket in room upon arrival
  • Concierge service with direct phone line
  • Resort Credit of $1250 per room for stays of 7 nights and more (one booklet per stay will be given to clients upon check-in)
  • Discount of 15% on selected treatments at the spa
* Included with “Junior Suite Imperial Club” and “Loft Suite Imperial Club” only, subject to change.

Room safes

Yes

Does the resort offer accessible rooms ?

Yes

Grand Palladium Costa Mujeres:

  • Building 12 (Family Selection). Located on the ground floor
  • Building 14. Located on the ground floor
  • Building 15. Located on the ground floor
  • Building 16. Located on the second floor

TRS Coral:

  • Building 1: Located on the first floor
  • Building 2: Located on the first and second floor

Does the resort offer beach towels?

Yes

Air Conditioning language

  • Enfriamiento = cooling
  • ventilacion = just fan
  • apagado = off
  • alta = high
  • media = medium
  • Baja = low
Are there elevators ?

All buildings, both restaurants and rooms buildings have elevators for guests

Will there be transportation throughout the resort ?

Yes, there will be water taxi boats and carts to take guests where ever they need to get.

Is the water safe to drink ?

The resort will have a  sophisticated filtration system. Tap water will be potable but it is recommended you drink bottled water in your rooms.  All water and ice served in restaurants and bars is safe.

Will there be wait service around at the pools ? and the swim up room pools ?

There will be at the pools, but swim up room pools won’t have this service.

Will there be bali beds at the pool ? beach ?

Bali beds will be distributed around pools, and beach will have only sunbeds for the moment.

Will there be designated smoking areas around the pool ?

No, because all pools are open areas. It only will be forbidden at the Spa pool.

Can people smoke on their balconies ?

Yes, all rooms will be non smoking, however it is allow to smoke on balconies.

Will there be shuttle service between the Palladium RM and CM ? Will there be a cost ?

For now it is not planned to have this service. If someone would want to enjoy a day pass with charge at other resort (RM or CM) could arrange a shuttle service with extra cost too.

Are the main pools heated in all sections of the complex ?
Due to the warm weather in Cancún, we are all expecting it won’t be necessary 😊, even so… yes, all pools will be heated.
Will the swim up pools be heated ?

Yes, there will be heated too.

Do you expect Chic To be open in November ? Is there a schedule yet ?

We hope so. Our plans are to be totally opened November 1st

Can you provide more details about the Family program and what will be offered for the children ? Such as activities and more.

When you ask about Family Program, is it about Family Selection? As you know, it is a new product created for families and to care more about children preferences, with personalized services for them. The Family Selection building has premium amenities, a premium bar in the lounge, video game area, a private pool, exclusive restaurant and pool bar, minibar service personalized both for adults and children, priority reservations in restaurants, pillow menu (also with little pillows! So nice!), and other many services. One of the most important service is The Family Host, who is a concierge caring about enriching children’s stay, making surprises and preparing a welcome kit for each kid. Welcome kit content depends on the age of the child and it will be a surprise for them.

Adults in Family Selection will have free access to Zentropia Palladium Spa & Wellness and to all facilities of TRS Coral Hotel.Family Selection adults will have free lobster in Room Service. They will have also access to Chic with previously reservation, however it will have a cost. ( no set price yet )

Activities are not confirmed yet, but our entertainment team will offer fantastic options!

Will there be a water park for kids ?

We will have a water park nearby the Miniclub and the Costa Mujeres Pool. It will be providing unforgettable moments of fun for our litlle ones !

The water park is built in an area of 348.20 m2 . It is 40cm deep and it will have 4 slides. That´s the information that we have upto now.

Can you tell me in which villas the connecting junior suites will be located ? Are they only in the “Family Selection” ?

In fact we have connecting suites in all of our buildings. Please be informed that for having connecting suites, a supplement of 35 USD per night has to be paid

Upon check in. Conecting suites are 100% percent subject to availability.

We will put notes in system that you will be interested in having connecting suites upon request.

Where are the TRS Coral Loft Suites located ?
The 98 loft suites are spread throughout our 3 buildings in TRS. The distribution is as follows:
In building 1 we have 30 loft suites
In building 2 we have 60 loft suites
In building 3 we have 08 loft suites

LOCATION OF TRS CORAL LOFT SUITES
Additional Info: In building 3 we only have 16 rooms. 8 are junior suites and 8 lof suites cause ground floor in building 3 it´s the lobby. They will also be located on high floors including on the corners.
Where are the Ambassador Suites located ?
Grand Palladium Costa Mujeres:
  • 2 Ambassador on the ground floor and 2 Ambassador on the first floor of building 11.
  • 2 Ambassador Swim Up on the ground floor of building 11.
  • 2 Ambassador on the ground floor and 2 Ambassador on the first floor of building 12 (Family Selection).
TRS Coral
  • 2 Ambassador on the first floor and 2 Ambassador on the second floor of building 1.
  • 2 Ambassador Swim Up on the ground floor of building 1.
  • 2 Ambassador on the first floor and 5 Ambassador on the second floor of building 2.
  • 2 Ambassador Swim Up on the ground floor of building 2.
What is the bathroom layout like ?
Are they all open concept? More or less… for example: Junior Suite of Palladium has a bathroom screen separating the room from the bathroom, but it has an electric curtain in order to have more privacy. Inside the bathroom there are two more spaces, also separated for WC and shower. Junior Suite at TRS Coral has a similar structure, however it doesn’t have a bathroom screen and it has only a curtain instead (WC and shower are also separated spaces).
There will be a two piece bathroom on first floor of the loft suite and a full bath on the top floor.
Which room categories will have a tub on the balcony ?
Room categories with tub on the balcony are all Loft Suites and Ambassador Suites at Grand Palladium, Family Selection and TRS Coral.
Will there be an adult only pool in the GP section ?
No, there won´t be. But for kids we have a water park so we think that we don´t have lots of kids in the main pool. 😊
Will there be swim up bars ?
There will be pool bars outside water area) around all pools, but Travel Club and Family Selection have not swim up bars…
The only pools that will have swim up bar (inside water area) are main pool at GP (Splash Bar) and TRS pool (Ío Bar).
What services and facilities on will there be for TRS Coral guests on the beach and at the pool ?

TRS Coral beach we will have sun loungers and in the pool we will have sun loungers and Bali beds. We will have a beach bar in TRS , where we will offer snacks (based on the segment) but it won´t be full service as Helios. Our waiters at the beach bar will be pampering you while you enjoy the paradisiac view of the turquoise blue.

Are the Jr suites, suites etc. interspersed or are specific room categories located in specific buildings ? If so which rooms are in which buildings ?

There are not Suites, the most basic room is the Junior Suite. Different kind of rooms categories are interspersed, however we have some type of rooms in specific buildings, for example:

Family Selection (with junior suites and loft suites with 2 floors) are all at the building 12.

Loft Suites in Grand Palladium are only at the buildings 12 and 13.

TRS has Loft suites in all buildings, and Junior Suites Swim Up only at buildings 1 and 2.

Will there be accessible rooms ?

Yes, they will be located as follows:

Grand Palladium:
  • Building 12 (Family Selection). Located on the ground floor
  • Building 14. Located on the ground floor
  • Building 15. Located on the ground floor
  • Building 16. Located on the second floor
TRS:
  • Building 1: Located on the first floor
  • Building 2: Located on the first and second floor

Will there be ocean view rooms available upon request ? If so will they have a fee ?

Yes, there will be available upon request, subject to availability and they have a fee of USD 50 per night (this price is subject to changes)

 

Will the GP swim out rooms have bali beds like the TRS rooms ?

As far as I know they will have bali beds too. We have 8 Junior suite swim up at GP.

 

Does the resort have any special offers for nearby golf courses?

 Golf rates of Playa Mujeres Golf Club. We can arrange with them the transportation, but prices are established by that club and they are not managing any discount right now.

 

Will be a car rental outlet and what excursions will be available ?

Yes, we will have an area for agencies and car rental outlet. Excursions will be defined by agencies, but there will be options to best destinations around: Isla Mujeres, Cancun Art underwater museum, Xcaret, Isla Contoy…

What are the resort credits included with my booking ?

The resort credits can be applied for discounts on the following services, among others: – Accomodation: upgrades, premium internet – Refreshments: romantic dinner on the beach, bottle of wine – Wellness: massage at the Spa, access to Spa water circuit, Spa shop – Shopping: Palladium souvenir shop

**They are in the form of a coupon book
Chic Cabaret

Chic Cabaret & Restaurant will be located at Village Mall. It will have the same concept and spirit that the one in RM.

Guest staying in TRS Coral will have the free entrance to the show.

Adult guests staying at The Family Selection will have 1 included free entrance to Chic Cabaret.

Grand Palladium guests may purchase tickets and attend for $100 USD

Lobster

TRS Coral and Family Selection will have lobster included with room service and restaurants. Some levels of Travel Club membership may also have this included. (please check with the Palladium Travel Club)

What is the cost of upgrading and the cost of a Day Pass ?

Will there be Smile Services ? 

Yes, we will definitly have a Smile services team in Costa mujeres, however, is not yet defined who will be assuming this position.

 

 Will there be special events and parties like Chocolate night, White Party and Beach BBQ’s ?

Yes, there will also be special parties and themed nights like in other destinations, nevertheless, these are not yet defined.

 

Can TRS guests order a bottle of house wine through room service at no extra cost ?

There will be a wine list in room service, all the wine will have an extra cost, actually, the wine bottles will be removed from the room, only delivered when requested, as will the 4 bottles of liquor, initially, guests will have to make the request for their favorite alcohol upon arrival and then your Butler will send you the 4 bottles to your room.

**So I guess you may want to bring your mugs to take your house wine to the room from a bar.**

Note: There will be a charge for these bottles if removed from the room.

**This page is a work in progress**

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