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Room 1
Room 2
Room 3
Room 4
Room 5
Room 1
Room 2
Room 3
Room 4
Room 5
  • How's the weather going to be?
  • Is the hotel's pool heated?
  • What are the pool hours?
    Access to our pools is available from 9:00 AM to 9:00 PM.
  • Do you offer Wi-Fi access in rooms and common areas?
    Yes, Wi-Fi service is complimentary and available throughout the hotel, both in rooms and common areas.
  • Do you have a gym or fitness center?
    Yes, these facilities are available at Océano Palace and Star Palace hotels, and you can use them regardless of which of our hotels you are staying at.
  • Can I organize meetings or events at the hotel?
    Yes, we have fully equipped event rooms that can accommodate various occasions.
  • What entertainment options or tourist attractions are near the hotel?
    All our hotels are located in the Golden Zone by the beach. Nearby, you'll find a variety of bars, restaurants, nightclubs, shopping centers, and shops, as well as the Malecón of Mazatlán.
  • What does the all-inclusive offer include?
    Under the all-inclusive plan, you can enjoy all the facilities of our hotels (Océano Palace, Pacific Palace, and Star Palace), including food from 7:00 AM to 1:00 AM, alcoholic beverages from 10:00 AM to 1:00 AM, live shows, evening entertainment, recreational activities, and access to specialty restaurants with prior reservation.
  • What does the lodging-only plan offer?
    Under the lodging-only plan with included buffet breakfast, you have access to the common areas of the various hotels, such as the pool, gyms, beach area, and parking. Restaurants and bars have an additional cost during your stay from 7:00 AM to 12:00 PM.
  • Is parking available? What is the cost?
    Yes, each hotel offers free parking for guests. However, bus parking has a daily cost of $150.
  • What are the check-in and check-out times?
    Check-in is available from 3:00 PM, and check-out must be done by 12:00 PM.
  • What are the check-in and check-out times for groups?
    Check-in is available from 4:00 PM, and check-out must be done by 11:00 AM.
  • Can I do an early check-in or a late check-out?
    Early check-in is subject to availability. If you arrive before 3:00 PM, you can use the hotel facilities until your room is ready.
    For a late check-out, there is an option called "late check-out," subject to availability and an additional cost, allowing you to use the room after the established time, up to 5:00 PM, or it will be considered as renting a full room.
  • Is the hotel beachfront? Does it have beach access?
    Yes, all our hotels are beachfront and provide direct access to the beach. Guests can enjoy sun loungers and palapas in the area.
  • Do you accept pets at the hotel?
    No, unfortunately, we do not accept pets at the hotel.
  • Do you offer laundry and ironing services?
    Yes, we offer laundry and dry-cleaning services for an additional fee.
  • Do you offer babysitting or childcare services?
    Babysitting service is subject to availability. We recommend inquiring in advance.
  • What should I do in case of an emergency or need for medical attention during my stay?
    In case of an emergency, please contact the front desk, and they will provide you with phone numbers for nearby medical centers or arrange for an ambulance.
  • Is there an additional cost if someone comes to visit me at the hotel?
    Yes, if someone visits the hotel, an additional per-person fee will apply, which includes the same benefits as hotel guests on the same plan (all-inclusive or lodging-only).
  • How can I confirm that you have received my reservation?
    When making a reservation through our website or call center, you will receive a confirmation email along with your reservation number.
    For further clarification, you can contact us at 669 989 3200 during the hours of 7:30 AM to 7:30 PM.
  • If I make a reservation at one of the hotels, do I have access to the facilities of the other hotels?
    If you are staying at Star Palace, you will be able to access the facilities of Oceano Palace, Pacific Palace and Star Palace, the hotel that you do not have access to is Luna Palace.
  • What happens if I lose my bracelet? Is there a replacement cost?
    If you lose your bracelet, a replacement may be subject to an additional cost. We recommend contacting the front desk for specific information about the procedure and possible charges associated with bracelet replacement.
  • Is there an additional cost if I want to change the view from my room?
    Yes, there is an additional cost if you wish to change the view from your room. We suggest contacting the hotel reception area for detailed information about rates and room availability with different views.
  • Do you have any discount codes?
    You can check for available discount codes here https://www.hotelespalace.mx/ofertas-es
  • How can I cancel or make changes to my reservation?
    To cancel or modify a reservation, it is essential to consult the cancellation policies of the website or agency where you made the reservation.
    If you made your reservation directly with the hotel, you have 5 natural days before your arrival for any changes or cancellations; otherwise, a penalty will apply.
  • Do you offer discounts for groups or corporate rates?
    Yes, we have agreements for groups and corporate rates.
    You can contact our call center team at 669 989 3200 for more information.
  • Do you accept credit or debit cards? Which ones?
    Yes, we accept major credit cards, including Visa, MasterCard, and American Express.
  • Can I pay for my reservation in installments without interest?
    Yes, we offer 3, 6, and 9-month installment plans when paying the total cost of your stay with the following banks' cards:
    • Afirme
    • American Express
    • Banbajio
    • Banca Mifel
    • Banco Azteca
    • Banco Famsa
    • Banjercito
    • Banorte
    • Banregio
    • BBVA
    • Citibanamex
    • Falabella
    • HSBC
    • Inbursa
    • Invex
    • Konfio
    • Liverpool
    • Santander
    • Scotiabank
    To select each installment option, there is a minimum purchase requirement:
    • 3 months: Minimum of 5,000 MXN
    • 6 months: Minimum of 8,000 MXN
    • 9 months: Minimum of 12,000 MXN
  • How many beds are there in each room?
    Each room has two double beds, either with a sea view or a city view.
  • Is smoking allowed inside the room?
    No, all our hotels are smoke-free environments, so smoking inside the rooms and common areas is prohibited.
  • Do the rooms come with an ironing kit?
    Yes, all our rooms are equipped with an ironing kit and other amenities for your comfort, such as a:
    Balcony/terrace
    Wireless internet
    Air conditioning
    Telephone
    Tv
    Cable/ satelite
    Safe box
    Hairdryer
    Bathroom amenities
    Shower
    Vanity mirror
    Desk and Chair
    Smoke detector
  • Do you offer room service?
    To enjoy meals, it is necessary to go to the hotel's restaurants.
  • Are there rooms for disabled guests?
    Yes, we have rooms adapted for people with disabilities, subject to availability. We suggest requesting them at the front desk.
  • What is the maximum room occupancy?
    Our rooms are designed to accommodate up to 4 people, including both children and adults.
  • How many restaurants are there in the hotel?
    In Star Palace Hotel, there are three restaurants and two bars. However, during your stay, you have access to different restaurants at Oceano Palace and Pacific Palace hotels. The specific hours of each restaurant may vary, so we recommend checking with hotel staff.
  • What type of beer does the hotel serve?
    In our establishment, we offer draft beer, including options like Tecate Light and Pacifico Amarilla.

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