Cancun, Mexico
2,049 rooms on 3 floors in several buildings with 8 lifts. All with private balcony/terrace, air-conditioning, smart TV, WiFi access, direct-dial telephone, coffee maker, 24-hour room service, mini-fridge with soft drinks, bottle of wine, spirits optic, water and beer (which is stocked alternate days), safe, Jacuzzi, bathrobes and slippers, turn-down service, hairdryer and straighteners. Non-smoking rooms on request. Deluxe Resort View Rooms have a resort view, 1 king-size bed or 2 double beds and sleep maximum 4 adults or 2 adults and 2 children.
All Inclusive of: all meals and snacks, 24-hour room service, stocked mini-bar, in room drinks cabinet, wifi. Domestic and imported beverages including sparkling wine. All activities, entertainment, land sports and non-motorised water sports, including the business centres.
Superior Deluxe Garden Rooms with garden views, sleeping maximum 4 adults or 2 adults and 2 children.
Junior Suite Golf Course View Rooms include personal use of a golf cart for getting around the resort, DVD player, ceiling fan, separate seating area and private screened terrace with table and chairs, sleeping maximum 2 adults.
Superior Deluxe Ocean View Rooms with stunning views across the Caribbean sea sleeping maximum 4 adults or 2 adults and 2 children.
Superior Deluxe Oceanfront Rooms are as above but closer to the ocean, with 1 king-size bed, sleeping maximum 2 adults.
Swim Up Suites are located in the sunrise section of the hotel with direct access to the private pool from the room terrace, garden/pool views and a private balcony with table and chairs. Suites have a private bath with shower, double whirlpool tub and 1 king-size bed or double beds, sleeping maximum 4 adults or 2 adults and 2 children.
Family Deluxe Suites are located in both the Sunrise and Nizuc sections and consist of 2 bedrooms (one with 1 king-size bed, the other with 2 double beds), Xbox 360/DVD player with DVDs and games available on request (subject to availability), family in-room amenities including kids' room service menu and bathroom products. Sleeping maximum 6 adults or children.
Concierge Rooms benefit from a guaranteed king-size bed, a liquor dispenser with Premium, upgraded brands of liquor, a DVD player, L'Occitane bath amenities, two 25-minute massages (at the spa), access to the Private Beach Lounge area with waiter service, an exclusive beach bag (one per stay), an Aromatherapy menu, an Espresso/American coffee maker, nightly Petit Four, pillow menu and turn-down service and late check-out and early check-in (subject to availability). These rooms sleep maximum 2 adults.
Ambassador Suites with stunning ocean views sleep maximum 2 adults.
Please note: bedding requests are subject to availbility at check-in. Some rooms at full occupancy may have a rollaway bed, instead of 2 double beds.
Rating summary
Mexican restaurant Los Caporales staff
Aug 7, 2020 Krb307
los caporales
Aug 7, 2020 634alannahg
The minute you arrive!!!!
Aug 7, 2020 625cintiam
cena el caporanes
Aug 7, 2020 German1808
Moon Palace Nizuc
Aug 7, 2020 ndowlibb Fort Collins, Colorado
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We are continually reviewing our flying schedules, taking into account the Foreign & Commonwealth Office (FCO) advice against all non-essential travel. Depending on when you are due to travel, your holiday may be affected and we’ll email you to let you know.
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For extra piece of mind, new bookings made before 31 August 2020 for travel up 30 April 2021 also have the flexibility to amend free of charge. If you need to change don’t worry, you can move your holiday as far out as 31 December 2021 subject to availability.
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With many customers needing our help, we are prioritising those customers due to travel before 06 October 2020. Log in to Manage my booking where you can message us about your options or you can give us a call. Bear in mind you may have to wait longer than expected. We continue to review this and working to open up these options to more customers. In the meantime check out our FAQs to see if this can help answer any immediate questions.
Rest assured; we will notify you as soon as we know if your holiday has been affected.
We are prioritising those customers due to travel before 06 October 2020. Log in to Manage my booking where you can message us about your options or you can give us a call. Bear in mind you may have to wait longer than expected. We continue to review this and working to open up these options to more customers. In the meantime check out our FAQs to see if this can help answer any immediate questions.
Please look out for emails from us or visit our dedicated Covid-19 (Coronavirus) page for the latest updates.
If you need to speak to us to change or cancel your booking, and you are due to travel before 06 October 2020, please log in to Manage my booking to call or message us.
Don’t worry if you’ve missed a payment or just need a little more time to pay; we have options available to help you. If your holiday is going ahead as planned, you can continue to pay for your holiday in Manage my booking, even if travelling in less than 12 weeks. If you’re unsure, you can delay any additional payments by choosing a new time to travel by requesting a call back in Manage My booking for one of our team to look at options. If your holiday is more than 6 months away, you may wish to set up a Direct Debit to spread the cost. This can be arranged whilst rebooking or afterwards in Manage my booking.
We understand that you may wish to change your holiday plans and we appreciate the need for flexibility.
We'll be in touch by email letting you know how to register to change your holiday plans. You can also log into Manage my booking to find the details there.
Please look out for emails from us or visit our dedicated Covid-19 (Coronavirus) page for the latest updates.
If we haven’t notified you of any changes, your holiday will be going ahead as planned but if you prefer to move your holiday to a later time we can help. Log in to Manage my booking to request a call back to amend your holiday. Please bear in mind we’ll work through requests in departure date order so may take longer than usual for us to get back to you
Please look out for emails from us or visit our dedicated Covid-19 (Coronavirus) page for the latest updates.
Payments are being prioritised based on when the request was made, working in order from March 2020 onwards. We will always try to process refunds at the earliest opportunity, for requests before August our maximum timeframe is 120 days. As we are steadily reducing the maximum processing time for each new request, for refund requests made in August, we expect the maximum processing time to be 80 days, from the date the refund is requested. For those requesting a refund in September, we expect it to be processed within a maximum of 60 days, and then reduce to 30 days for refunds requested in October, before returning to normal levels.
To finalise the amendment, one of our customer advisors will phone you. We need to work through amend requests in departure date order so we can prioritise those with the most imminent travel plans, so you may have a longer wait than usual until we’re able to ring you back. We will help everyone that wants to move their holiday.
You can contact our team by emailing feedback.backhome@virginholidays.com to discuss options on unused portions of your holiday. If you need to contact our team about amending an existing holiday or requesting a refund please log in to manage my booking.
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