Palace Resorts Cancelled Our Pre‑Paid Moon Palace Reservation

When staff later refused the promised refund—despite admitting their error—we documented every email, folio, and phone call according to our documented call log. When our formal demand for a refund was ignored, we initiated this public-interest case study. This site makes that evidence public and maps the exact steps U.S. and Mexican law give consumers to recover their money, including FCBA chargebacks and PROFECO complaints.

Our goal: help future guests avoid the same financial shock.

What You'll Find Here

This documentation serves as both a case study and a resource guide. We've organized everything into three key areas to help you understand what happened, know your rights, and take action if you face similar treatment.

• Documented Evidence. Complete collection of correspondence, policies, and regulatory documents that demonstrate how a prepaid, “non‑refundable” reservation can still be cancelled—with zero prior notice—when a Palace Elite member is delinquent.
• Your Legal Rights. Step-by-step guidance on FCBA chargeback procedures, PROFECO complaint processes, and other consumer protection mechanisms available to U.S. and Mexican travelers.
• Take Action. Resources for sharing your own experience and contributing to the case for stronger consumer protections in the travel industry.

By making this information public, we hope to prevent other travelers from experiencing the same surprise costs and runaround we faced. Consumer protection only works when consumers know their rights and companies know they're being watched.