Documentary Evidence
This archive gathers every document we relied on when analysing our cancelled reservation. Each exhibit, in our view, highlights why stronger consumer protections may be warranted.
Every factual statement on this site is supported, to the best of our knowledge, by the primary‑source documents below. Personal data (card digits, addresses, passport numbers) has been redacted for privacy.
Exhibit A
5 pages
Initial Reservation Confirmation
This is the official confirmation for reservation MPG2385022, forwarded by the agent. It confirms the "Referral Program" rate of $2,950.88 was paid in full and includes free airport transportation.
Exhibit B
1 page
Credit Card Statement for Original Pre-Payment
This statement proves the full payment of $2,950.88 was made to "PR GLOBAL RESERVATIONS" on April 25, fulfilling our side of the contract.
Exhibit C
12 pages
Confirmation of Included Airport Transportation
This document confirms that free, shared roundtrip airport transportation was included as part of the original, pre-paid reservation MPG2385022. This was one of the contracted services that the resort was obligated to provide.
Exhibit D
2 pages
Booking Agent Promise of VIP Perks
This email from the booking agent, Thomas Francis, explicitly promises key benefits that were never delivered, including "Black VIP bands," "2 free manicures, pedicures," a "25 minute back massage," and "resort credit." This document establishes the value of the non-monetary damages.
Exhibit E
4 pages
Confirmation of Forced Re-booking
This is the new booking confirmation generated after the original was cancelled. Note the significantly higher price of $3,718.00 for the same dates and room, and the reduced resort credit of only $500.
Exhibit F
2 pages
Credit Card Statement for Forced Re-booking Charge
This statement proves the second payment of $3,718.00 was charged on June 22. This document demonstrates the direct financial harm incurred at check-in.
Exhibit G
1 page
Contemporaneous Log of Events & Communications
A detailed, contemporaneous log outlining every conversation with hotel staff. This log contains the direct admissions of "mistake" by employees "Manuel" and the PR Manager, and documents their promise of a refund and subsequent bad-faith retraction.
Exhibit H
1 page
Palace Resorts Acknowledgment of Complaint
This email, a response to our survey, contains a written apology and explicitly confirms that Palace Resorts is "aware of the communication you previously sent." This serves as their official acknowledgment of our formal demand letter.
Exhibit I
1 page
Proof of Downgraded Guest Status
This is a photograph of the basic, standard-tier wristband issued to us upon our forced re-booking. This directly contrasts with the promised "Black VIP bands" which grant access to exclusive areas and top-tier service. This serves as visual proof of the failure to deliver promised VIP perks.
Exhibit J
1 page
Direct Payment Request from Palace Elite
This shows the "Complete Payment" link was sent directly from Palace Elite, the operator of the Referral Program. This establishes a direct contractual and financial link between us (the guest) and the resort's official program, proving our payment was made to the correct entity as instructed.
Exhibit K
1 page
Exposed: The Internal Policy Used to Justify No-Notice Cancellations
This is a screenshot of the official "Collection Policies" from the Palace Elite website. This document contains the 'fine print' the resort may use to defend its actions, stating that if a referring member is delinquent, a guest's confirmed reservation "will be canceled... without prior notice." This policy is legally questionable as it attempts to hold a paying guest liable for the financial default of an unrelated third party.
Exhibit L
1 page
Chargeback Decision – Credit Issued
Palace Resorts did not contest the evidence and approved a full credit through Chase on 14 July 2025.
Exhibit A
2 pages
Original Booking Confirmation - Florida Guest
Initial booking confirmation for the Florida guest showing the original reservation details and payment confirmation for Moon Palace resort.
Exhibit B
7 pages
Moon Palace Letter - Official Communication
Official letter from Moon Palace resort regarding the guest's reservation status and the conditions surrounding the refund offer.
Exhibit C
1 page
The Coercive Refund-for-Membership Demand
Documentation showing the coercive refund offer where Palace Elite staff admitted a refund was authorized but required the guest to purchase a membership first.
Exhibit D
1 page
Final Communication & Refusal to Refund
Final documentation confirming Palace Elite's refusal to provide the refund without membership purchase, demonstrating the conditional nature of their "authorized" refund.
About This Evidence
Taken together, these exhibits may illustrate business practices that, in our opinion, conflict with consumer‑protection standards. Each document has been redacted to protect personal information while preserving the essential details necessary to understand the consumer protection issues at stake.
The evidence shows how reservation cancellations can impact consumers financially and emotionally, particularly when companies fail to provide adequate compensation or follow established consumer protection protocols.