Many reviewers describe unresolved customer-service problems, billing disputes, and promises that were not honored. Numerous complaints also mention serious incidents tied to timeshare or billing conflicts, including claims of detention or arrest. One review stands out for praising spacious rooms, attentive staff, and scenic views during a stay.
Examples from available reviews (Apr 2022 – Mar 2026).
They charged my card without consent and haven't refunded me.
“I was debited for $8,700 which caused me bank charges”
Reviewer says U.S. citizens were arrested on false charges while on holiday in Mexico.
“They got U.S citizens arrested on false charges.”
Member praises resort but criticises consistently poor, unresolved customer service.
“If you ever need to call for something just know that your problem will NEVER be resolved.”
The resort provided excellent service, spacious rooms and spectacular views.
“They consistently went above and beyond to ensure our comfort and satisfaction during our stay.”
Most service complaints center on the front desk and membership fulfillment. Reviewers mention rude interactions, denied entitlements, and staff who would not escalate problems. A few people compliment staff, but that is rare.
Several reviewers say they paid for membership benefits they could not use or that were presented inaccurately. Multiple comments describe timeshare presentations and membership offers as dishonest or coercive. Only a small number of comments point to good value.
Many reviews focus on alleged legal escalation after billing or timeshare disputes, including claims of arrest or forcible detention. Reviewers often warn others to avoid presentations or getting into disputes at the resorts. Positive comments about personal safety are scarce.
Few reviews talk about rooms or facilities. One reviewer highlights spacious rooms and spectacular views. Most negative reviews stay focused on service issues and alleged legal disputes rather than amenities.
Reviewers describe calls that went unanswered or were never resolved, along with slow or missing refunds for disputed charges. Several mention unexpected card debits and no clear billing fix. Few reviewers report clear, timely communication.
The reviews skew heavily negative, with many focused on billing, service, and alleged legal incidents. One positive stay review contrasts sharply with the larger set of negative accounts. The pattern shows a clear split between a small number of positive stays and many serious complaints.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (22) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Member praises resort but criticises consistently poor, unresolved customer service.
“If you ever need to call for something just know that your problem will NEVER be resolved.”
Membership paid for but benefits unusable; reviewer calls them dishonest and inefficient.
“They are so dishonest and so inefficient.”
They charged my card without consent and haven't refunded me.
“I was debited for $8,700 which caused me bank charges”
Loyal members denied promised free week and received poor service.
“they said it was a mistake, and they wouldn’t escalate it.”
Rude staff denied extension, locked guests out, member threatening lawsuit.
“Staff was horribly rude.”
Reviewer alleges the resort kidnaps people and warns others to avoid it.
“Kidnapping people is their speciality”
Reviewer claims the company had people arrested in Mexico and warns to stay away.
“Watch news this crooked company had people arrested in mexico”
Reviewer says the company escalated civil matter into false criminal charges.
“Elevated a civil matter to bogus criminal charges.”
Reviewer calls the company a scam and says it shouldn't operate in the USA.
“A scam company that should NOT be allowed to operate in the USA.”
Reviewer warns against trusting the company, alleging robbery and kidnapping.
“This is just a scheme to rob and kidnap tourists.”
Reviewer demands Palace be banned and pay millions to held couple.
“they need to pay millions to the couple held hostage”
Reviewer accuses Palace of detaining Americans over a timeshare dispute.
“Stop kidnapping Americans over Trump policies...”
Reviewer warns the company jailed American tourists after they disputed card charges.
“They had american tourists thrown in jail”
Reviewer says U.S. citizens were arrested on false charges while on holiday in Mexico.
“They got U.S citizens arrested on false charges.”
Reviewer warns timeshare disputes may lead to arrest in Mexico.
“You may get arrested in Mexico if you dispute charges.”
Reviewer accuses the company of lying and failing to deliver promises.
“Company lies and does not deliver on promises!”
Reviewer strongly advises avoiding the timeshare presentations.
“Stay away from the timeshare presentations!!!!!”
Reviewer advises avoiding the resort after a couple were jailed over an AMEX dispute.
“Do not stay here or do business with these people.”
Reviewer calls the resort 'trash' and urges others to avoid it.
“Absolutely trash. Walk away now.”
Reviewer says timeshare means 8–10 years in a Mexican prison.
“When they say timeshare they mean 8-10 years in a Mexican prison.”
Reviewer reports everything was terrible and advises not to do business.
“DO NOT DO BUSINESS WITH THIS PLACE.”
Reviewer accuses the hotel's leaders of being criminals and insults them.
“The million dollar criminals running this hotel chain should be arrested.”
I recently had the pleasure of staying at Palace Resorts, and I must say it was an excellent experience. From the moment we arrived, we were greeted with warm smiles from the staff who were eager to help us settle in.
The accommodations were lovely with spacious rooms that had all the amenities one would need for a comfortable stay. The resort's all-inclusive package ensured that we never went hungry or thirsty, as there was always plenty of food and drinks available at any time of day.
One thing that stood out to me was the level of service provided by their staff members. They consistently went above and beyond to ensure our comfort and satisfaction during our stay.
The resort's location couldn't have been better! We enjoyed breathtaking views every morning overlooking stunning natural landscapes which made our vacation even more memorable.
Overall, my experience with Palace Resorts exceeded my expectations in so many ways. I highly recommend this destination for anybody looking for a luxurious all-inclusive vacation package experience full of great experiences!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Palace Resorts runs beachfront, all-inclusive resorts across Mexico and the Caribbean. It offers guest rooms, several on-site restaurants, spa and wellness facilities, and venues for meetings and weddings. The company lists property details, room categories, and amenities on its website and on booking platforms. Guests can reserve directly online or through travel agents and major booking sites.