Palladium Hotel Group FAQ

Hotel Contact Information

Grand Palladium Costa Mujeres Resort & Spa
Vialidad Paseo Mujeres, 77400 Cancun, Quintana Roo, Mexico
Email :

National language: Spanish

Official Currency: Mexican 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 (30-45 mins depending on traffic)

Free resort shuttle for Travel Club & those booking through PHG

Best Day 52-998-113-1614  Best Day

Voltage: 110V













  • You can use either the 2 pin round (euro) or the flat pin (Canada/US) with out an adapter. All other plug styles will require an adapter.
  • Charging ports can be found on the side of the bed.
  • Charging ports on bedside tables include US
  • USB charging also available and sockets inside of electric safe so you may charge your device while keeping it safe and sound.

What are the room amenities for Grand Palladium Rooms ?

GP Services

What are the amenities for TRS and FS rooms ?

TRS /FS services

What is the Premium Servies upgrade?

Premium Services for TRS guests

What do the hair dryers look like ? Will I need one from home ?

You do not need to bring one they are more than adequate.


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 booked through PHG)
  • 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
  • Accommodation for the chosen period
  • 24-hour food and beverage service
  • À la carte dinners (unlimited, reservations required)
  • Mini-bar restocked daily (water, soft drinks and beer)
  • Non-motorized water sports (select)
  • Premium brand drinks (unlimited)
  • Room service available 24 hours (light menu) at GPCM ($10 delivery fee), 24 hour menu for Family Selection and TRS Coral (no fee)
  • 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 check in and check out.

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


UPGRADES RATES Oct19 (Sample only) check with hotel

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, Family Selection Adults, 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,  “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, see picture above.

Does the resort offer accessible rooms ?


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?


Air Conditioning language

  • Enfriamiento = cooling
  • ventilacion = just fan
  • apagado = off
  • alta = high
  • media = medium
  • Baja = low

NOTE the AC controls are very modern

Are there elevators ?

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

Is there transportation throughout the resort ?

Yes, there are water taxi boats and carts to take guests wherever they wish to go on the resort.

Is there a car rental on the resort?

Yes. Europcar

Is the water safe to drink ?

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

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

There is at the pools, but swim up room pools don’t have this service.

Are there Bali beds at the pool ? beach ?

Bali beds are distributed around main pools, and the TRS Coral beach area for a cost. ($$) Refer to the App for Premium Services Palladium App (Download the App)

Is there a designated smoking areas around the pool ?

There are designated areas located away from busy areas

Can people smoke on their balconies ?

The government no longer allows this.

Is there a 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 wishes to enjoy a day pass without charge at other resort (RM or CM)  a shuttle service  can be arranged with an extra cost.

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.
Are the swim up pools  heated ?

Yes, they will be heated.


Can you provide more details about the Family program and what is 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 have free access  to all facilities of TRS Coral Hotel.Family.  They  also have access to Chic with previously reservation, however it will have a cost. ( see below )

Activities may be found on the PHG App and on your smart TV!


Is there a water park for kids ?

There is a water park nearby the Miniclub and the Costa Mujeres Pool. It provides 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 has 4 slides.

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

Building 11 does not have any connecting rooms, and 12 (family) only a couple. The others have around 2 sets per floor. Please be informed that for having connecting suites, a supplement of 35 USD per night has to be paid

Upon check in. Connecting 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
Additional Info: In building 3 there are 16 rooms; 8 are junior suites and 8 loft suites cause ground floor in building 3 it´s the lobby. They are also 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  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.
Is there an adult only pool in the GP section ?
No, there isn’t.  For kids we have a water park so  we don´t have lots of kids in the main pool. 😊
Are there  swim up bars ?
There are pool bars outside water area) around all pools, but Travel Club and Family Selection have no swim up bars…
The only pools that have swim up bar (inside water area) are main pool at GP (Splash Bar) and TRS pool (Ío Bar).
What services and facilities are there for TRS Coral guests on the beach and at the pool ?

TRS Coral beach has sun loungers and Bali beds ($$)  At the pool there are sun loungers and Bali beds($$) Premium Services

There is a beach bar in TRS , where we will offer snacks (based on the segment) but it won´t be full service like as Helios. Our waiters at the beach bar will  pamper 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 buildings 11 & 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.

Are there accessible rooms ?

Yes, they are 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
  • Building 1: Located on the first floor
  • Building 2: Located on the first and second floor

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

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


 Are there swim out rooms at the GP ?

There are 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 offering any discount right now.


Is there a car rental outlet and what excursions are available ?

Yes, there is  an area for agencies and car rental outlet. Europcar                                                                          Excursions are defined by agencies, but there are 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 is located at Village Mall. It has the same concept and spirit as the Chic in RM.

Looking ahead to the beginning of 2023 and with the promise of continuing to offer a unique and unforgettable experience at Chic Cabaret & Restaurant – our show-dinner restaurant with a 3 hour show and more than 25 artists on stage – we would like to inform you that as of January 2023 it will be necessary to make a reservation in order to attend the show, with a cost per person of $45 USD for TRS/FS guests.  GP guests will be charged $145 pp. With this reservation you are guaranteed a place, and we will ensure optimal development of both the show and the dinner.

This fee will be charged to the room at the time of booking a Chic Cabaret & Restaurant reservation, and will be paid at check-out before leaving the hotel. Guests are not required to pay this fee when attending the show.

For guests of Grand Palladium Hotels & Resorts, Family Selection and the general public, Chic Cabaret & Restaurant is available at a cost of $100 USD plus the $45 USD reservation fee per person.

For external clients that are not guests of the resorts, Chic Cabaret & Restaurant is available at a cost of $100 USD plus the $45 USD reservation fee per person.

The Chic Cabaret & Restaurant remains experience is available for our TRS Hotels customers for a $45 reservation fee; with this reservation fee we hope to continue to enhance the experience of our guests.


Effective 12/23

There is an additional charge for lobster.

Is there a cost to use the spa?

TRS guest will be charged $50 per day pp to use the spa effective 12/24/21. GP guests are charged $80. Fee will be waived with the purchase of service(s).

Will there be Smile Services ? 

Smile service is  offered. for unique events. Please contact Guest Services or your butler for special events.


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

Yes, there are special parties and themed nights like in other destinations. Check the Portal or when there, your TV program schedule.


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

In lieu of alcohol TRS guest may request a bottle of house wine for the room.  There is a wine list in room service, all the wine on the list will have an extra cost.

TRS guests may order 1 bottle of(s) of liquor, up to 4 per week.  Guests can make the request for their favorite alcohol upon arrival and then your Butler will send you the bottle(s )to your room. TRS guests may request a bottle of house wine in lieu of liquor.

**Suggest you may want to bring a mug 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.


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