Travel Partners
Will the resort name change?
Yes, once the transition is complete in spring 2010, the resort name will be Hard Rock Hotel & Casino Punta Cana.
Is the property owned and managed by Palace Resorts or Hard Rock International?
The property is owned and managed by Palace Resorts.
When will the grand opening take place?
The grand opening date is yet to be determined, but expected for Spring 2010.
Will the on-site transition from Moon Palace Casino, Golf & Spa Resort to Hard Rock Hotel & Casino Punta Cana take place in phases or all at once?
The transition from Moon Palace Casino, Golf & Spa Resort to Hard Rock Hotel & Casino Punta Cana will take place in smooth phases, from one resort area to another at different times throughout the next few months. The resort's transition is slated to be completed in Spring 2010. To find out about a specific section of the resort or phases that will take place during your stay, please call Palace Resorts at 1-800-635-1836.
Will there be construction/renovations throughout the property?
Small non-invasive changes are taking place at the resort. Any renovations that could potentially impact guests will be mitigated by effective scheduling and advanced planning.
Will the appearance/décor of the resort change?
The décor of the resort will be enhanced with the Hard Rock brand including an extensive collection of Hard Rock's signature rock memorabilia from both international and local artists, as well as diverse music icons incorporated throughout the property. However, all Palace Resorts signature amenities will remain including luxury accommodations with double-Jacuzzis and double showers.
Will the casino size or amenities be changed?
Once the resort is fully transitioned into the Hard Rock Hotel & Casino Punta Cana, the casino will be one of the largest casinos in the Caribbean, with 48,000 square feet of gaming space, offering a high-limit poker room, a VIP lounge and a Race and Sports Book in addition to 900 slots and 40 tables, where guests can try their hand at traditional Las Vegas-style gaming, including Baccarat, Black Jack, Craps, and Roulette.
Will this change be permanent or temporary?
Palace Resorts and Hard Rock International have entered into a license agreement with an initial term of 20 years for the branding of the property as the Hard Rock Hotel & Casino Punta Cana. This license agreement is subject to termination in certain circumstances prior to the 20 year anniversary date. The resort will no longer be branded as the Hard Rock Hotel & Casino Punta Cana upon any termination of the license agreement and will return to a Palace Resorts branded hotel.
What are the reasons or the purpose for these changes?
We have found a way to enhance our signature guest experience by entering into an agreement with Hard Rock International to bring the world's first "ultimate all-inclusive" Hard Rock Hotel & Casino to Punta Cana, Dominican Republic. Slated to be rebranded in 2010, the 1,790 room Hard Rock Hotel & Casino Punta Cana will combine the distinctive atmosphere and unparalleled guest experience of the Hard Rock brand with the five-star Moon Palace Resort all-inclusive experience.
Will the hotel still be family oriented?
Hard Rock Hotel & Casino Punta Cana will have something for every member from family vacations and romantic escapes to adventurous journeys and getaways filled with friends. The resort will have special sections for children, families and adults.
Is the Hard Rock Hotel & Casino Punta Cana going to be appropriate for all age groups?
Yes, Hard Rock Hotel & Casino Punta Cana will have activities for all ages and special sections for children, families and adults.
What will happen to my existing reservations?
Palace Resorts will honor existing reservations with no change to the contracted price and room category. Your clients will still enjoy the Palace Resorts five star all-inclusive experience with the same highest standard of service.
How does this affect group bookings?
This will not affect any group bookings
What changes should I inform my clients of regarding their vacation to Punta Cana?
All clients traveling in spring 2010 will share the electricity and rock-star guest experience of the Hard Rock Hotel brand combined with the five-star Palace Resorts all-inclusive experience. The property will feature an extensive collection of Hard Rock's authentic music memorabilia, highlighting both international and local artists, as well as incorporating diverse music genres throughout.
Where should all payments be submitted?
All payments should be submitted to Palace Resorts.
Who should be contacted with customer service issues?
For any customer service issues, please contact Palace Resorts directly.
How does this affect my business partnership with Palace Resorts?
The business partnership will not be affected and the structure of the business will remain the same.
Will there be changes to promotions and net rates?
All existing promotions will remain the same, including the pricing structure.
How does this affect resort marketing plans already established for 2010?
Currently, marketing plans have not been affected, but changes may occur throughout the year, particularly when the brand transition is complete in spring 2010.
Will my contacts for sales, marketing, accounting and reservations change?
No, all contacts for sales, marketing, accounting and reservations will remain the same.
Will the travel agent rate be the same as the other Palace Resorts?
Yes, the travel agent rate will be consistent with the all other Palace Resorts.
Where should my bookings be reported?
Please report all bookings to Palace Resorts as usual.
Is there an updated resort fact sheet?
Yes, if you would like to receive a fact sheet please send a request to Susan Nunez at snunez@palaceresorts.com
Will there be any changes to the all-inclusive features?
There will be no changes to current all-inclusive features. We are adding one casino signature restaurant which will not be part of the all-inclusive package
Will there be any changes to the current optional packages for golf, spa, honeymoons and weddings?
No, all optional packages, including price structure, for golf, spa, honeymoons and weddings will remain the same.
How can I be sure the service standards will remain the same?
Palace Resorts will own and operate the resort ensuring our signature five-star all-inclusive experience with the highest standard of service.
What type of events can or will be held at the property?
The property will be fully equipped to handle the largest events in Punta Cana, from full-sized rock 'n roll performances, to small, intimate occasions. Hard Rock Hotel & Casino Punta Cana will feature more than 65,000 square feet of indoor and outdoor meeting and event space, equipped with state-of-the-art technology.
For those looking to celebrate romantic weddings in paradise, the hotel has numerous picturesque locations throughout the resort, including three floating wedding pavilions.
Is the hotel still going to be non-smoking?
The hotel will be non-smoking in all areas of the resort except for the casino floor.