Moon Palace Cancun

Even if you read the fine print on your contract it won’t matter because they don’t honor their own contracts unless it serves them. Showed PR the Terms and Conditions, they have the recorded conversations with the team I had.. doesn’t matter. Shifting blame, responsibility, etc. I was the Palace’s biggest fan, never again will I come here. Don’t waste your time. Read less

We were told that Moon Palace was doing a promotion for tourists who are staying at other resorts. We did not know that we had to sit through what was supposed to be a 90 mins presentation. The presentation started with a breakfast where the sales rep sat with our family the whole time. Very awkward. The circus themed buffet seemed to be opened only for people who are trapped by these presentations as I did not see any tables without a sale rep! We walked through the grounds, rooms...etc. everything was nice. Then after 2 hours, we were brought to a sale presentation building specifically for selling guests memberships. Another 30 mins of talk, all we wanted to do was to get out of there. Once we told the sales rep we werent interested, he brought over his manager. Slimy manager was rude and condescending. He kept asking why can't we spend $110K USD on their membership. Why does it matter why we don't want to buy into your membership, you're not entitled to a reason! Just when I thought we were dealing with the sleeziest sales there, he brought over the developer. Wow! Slime ball was even ruder than the first! We had to sign a document to say we decline their membership just to get out of there. Once that was signed, sleezy manager brought us to yet another sales person who was less than helpful with how the heck to leave this place. All this time, none of the individuals we dealt with parted ways with a smile, nor thank you, not even a goodbye. Each time was literally a wave to stand over there. I have never been made to feel so small and disrespected. If we had known this is what was involved, we would have never agreed to visit. One good thing that came out of this is - i know for sure that i do not want to visit this place again. I will happily spend my $110K USD elsewhere that will treat me with respect. After we were released, we did visit Nizuc and Sunrise (even though we were told we had access, our pass ended up being for the other 2 only). Nizuc had a nice pool. The beach was horrible; couldn't bring ourselves in going in the brown water. Not much else to do there. We then took the shuttle to Sunrise for the arcade. We could not go to the kids camp since it was far, in between the resorts and therefore couldn't go there without another shuttle. We ate the buffet which had average food. However, all 4 of us ended up with stomach bugs that night and the next day. Needless to say, we would not be visiting again. Read less

On arrival at Mexico airport mini cab wanted $150 usd equates to £121 for a 8 mile trip. Arrive at hotel late to check in all I was asked do you want to upgrade to a sea view room $750 not how are you welcome, straight to the sell. Given no map of the place , it’s a 133 acres so getting around have no clue, all inclusive but to be honest rooms are basic has a jacuzzi in room would rather another bed than that it’s 32c why would I want that. Food is ok had far better in turkey , the entertainment is really crap , there’s only a couple of restaurants. It’s well over priced they are friendly but only cos they want a tip . Everywhere you go you get ripped off in Mexico Cancun , I bought some sun cream 50 factor $30 which is £25 probably pay around £6 in uk . Was really looking forward to coming to Mexico very disappointed could have gone Florida including park tickets villa car hire and flights luggage the lot for slightly less than here. Would I come back to Mexico not on your nelly. Read less

We’ve been coming to Moon palace since 2002, and to this day it doesn’t disappoint. Our trip was from 5/4 to 5/11. When we first got to the resort we were greeted with smiles, a wet towel, and a flower by the bell boys as usual. We got dressed in our bathing suits and went to go relax at one of the Nizuc pools until our rooms were ready. At Nizuc, we received excellent attention and service from Alberto (diamond pool concierge) and Alberto (waiter) and Jorge (waiter). They were very prompt with getting our cabanas ready and getting our food. Everything we asked they did it without any hesitation. On Sunday, we spent it out being tourists. We rented a car from the resort and went to visit Sun Palace, Cozumel Palace, and Playacar Palace. Ulises and Uriel were very helpful in getting us into a car. The beach at Sun Palace did not disappoint. I did not get the opportunity to write down their names, but the diamond pool concierge and servers on shift that day by the beach were phenomenal. The water at Cozumel Palace was absolutely stunning. We took a 45-minute ferry each way to get there. The resort allows for guests to check out snorkeling gear to snorkel near there and so that is what we did. We arrived back to resort and went to have dinner at Palapa Asadero where we were met with great service from Sergio. Monday was my birthday so we decided to stay at the resort since they are usually pretty at celebrating and acknowledging birthdays. We started off the day with breakfast at The Grand Buffet. The staff were friendly, service was excellent, and the food was delicious. Mario (manager at The Grand Buffet) was very attentive and right before we were leaving to the pool he and his staff surprised me with some birthday pancakes and sang happy birthday. It was very thoughtful. We then had a bad experience at the adults only unique day club. We were relaxing in the cabanas when we were asked to leave because it was all “reserved”. I spoke to one of the pool concierge girls (I believe her name was Alison) and I advised her that they should display “reserved” or at the very least communicate that the cabanas have to be reserved a day before or by purchase as that is what a staff member told us. After that, we decided to move over and spend the rest of the day at the activity/olympic pool at the grand where we were well taken care of by Carlos (aka Charly) (diamond pool concierge) and Francisco (diamond pool concierge). They were very prompt and quick to set up our cabanas with towels, umbrellas, and water. Elias (waiter) and Jessica (waitress) at the pool also provided us with amazing service. You can tell they work very hard and enjoy what they do. My dad was feeling a bit off from his stomach and Jessica brought over a coke with lime and that made him feel better. Julio and Bryan (Grand entertainment staff) were also amazing. They knew how to keep the guests entertained with their different activities. Following our day at the pool, we went back to the rooms to get ready for dinner as we had reservations at La Trattoria. That was by far the worst food and experience we had on this trip. There was a female worker there who just seemed to give off a negative vibe. She was calling my grandparents by their last name to be seated and after they corrected her on the proper pronunciation she proceeded to still mispronounce their last name. We were then seated at the table and the server offered our group alcohol but we told him that we don’t drink. He then asked if we wanted any other kind of drink to which we said just water for now. At the point, it seemed like he did not know what to do with himself. We proceeded to order and get our food, but some of the food came out salty. In addition, we were told by Oscar (our diamond concierge) that they would be doing something special for my birthday, but it didn’t seem like the message was communicated to the manager at the restaurant. We ended the night by leaving to go get cappuccinos and cookies from Boulangerie (cafe at the Grand). On Tuesday, we started the day once again at The Grand Buffet with exceptional service from the staff. Since we really enjoyed the service at the activity/olympic pool that is where we decided to spend our time the rest of the week. When we arrived to the cabanas, Carlos and Francisco surprised me by decorating the cabanas with happy birthday balloons and cake. It brightened up my day to see them go the extra mile for me. For dinner we went to La Cantina where we met Cesar (manager). He welcomed us and sat us in a table right in the center of the restaurant. Every Tuesday they have a Mexican fiesta. It was so beautiful and well decorated. There was papel picado and piñatas hanging from the ceiling, and throughout the restaurant there was Lotería card decorations. They also had a station for esquites, churros, and crepes. We were well taken care of by Pedro (waiter). He brought out a variety of tacos for us to try. In addition, there was also a buffet where you can get pozole, rice, beans, etc. At the end it turned into a dance party. The Mexican Fiesta is definitely something I would recommend everyone to go see. We informed Cesar that the fiesta doesn’t seem to be getting the proper attention it deserves. had it not been because we randomly wanted to try La Cantina we wouldn’t have known that they do a special show on Tuesdays. I strongly believe there needs to be more advertisement for it. This without a doubt made up for the bad experience we had the night before. On Wednesday, after our usual routine at the grand buffet and the activity/olympic pool we got ready to go eat again at La Cantina but this time we went to try the regular dinner menu. Chef Eduardo does an amazing job that literally everything we tried on the menu was delicious from the salsas, chips and guacamole, queso fundido, mole enchiladas, Tlayudas, and tacos. Chef Eduardo’s food presentations were also simple, elegant, and aesthetically pleasing. To Chef Eduardo, don’t change anything on the menu! You are doing an amazing job! On Thursday, we did our regular routine and went to have dinner at JC Steakhouse. All the staff were very friendly. Vianey was our server at JC Steakhouse and did a really great job attending to our needs. We last had JC steakhouse about 3-4 years ago and it was a disappointment, but this time the food and service were great. At the end of the dinner they also gave me a brownie with a candle and sang happy birthday. Cesar (manager at La Cantina is also manager at JC Steakhouse) came over to make sure everything met our expectations. No complaints at all and I would have it again. On Friday, we had breakfast again at the Grand Buffet and Yasmin (waitress) was very good. We went back to the activity/olympic pool and were well taken care of by Elias (waiter) and Ricardo (diamond pool concierge). Ximena, Antonio, Vania (grand entertainment staff) were amazing at keeping us entertained with pool volleyball, water polo, water aerobics, and soccer on the beach. The day prior we informed Cesar that Friday would be our last full day at the resort. He invited us back to La Cantina for our last dinner and and told us there would be mariachi. he had a table reserved for us like he said he would. Once again, the food did not disappoint and Pedro (server) did an amazing job once again. We loved La Cantina so much that 3 of our dinners were there. Saturday was our go home day. We went to have breakfast and then we went to go close out our check at the Sunrise diamond concierge with Bryan. We noticed on our bill that the resort tried to charge us a $25 no-show fee for La Trattoria. In addition, we noticed that they also added a $10 donation to the Palace Foundation without asking us first. Bryan did a really great job in making sure we left happy and he was able to remove the $10 donation. I am not against donating to the Palace Foundation as they do really great things for the community in Cancun. However, if they would’ve asked me to donate then I gladly would’ve, but because they tried to sneak it in without us knowing was the reason I decided not to donate. As of this review, the $25 no-show fee was not resolved as it needed to be approved by the manager who is in charge of all that, but Bryan reassured us that he was working on getting it fixed. William (bellboy) was also very helpful upon our departure. He went to go pick up our luggages from our rooms and even went as far as weighing them for us to make sure we don’t go over capacity. Lastly but not least, I would like to give a big shout out to all the golf cart drivers that we have made friends with over the years. Pablo, Juan, Tomas Enrique, Gil, and Rafael are always there when we need them in the morning or in the evening. I connect with them on WhatsApp and in almost an instant they were ready and on their way to pick us up to go to our next stop. They always showed up with a smile, very friendly, and at this point I would say they are family to us. Overall, we had an amazing vacation and we will definitely be back hopefully next year! Thank you Moon Palace for always taking such great care of us. Read less

For $600 a night I expected a relaxing and best vacation ever, but this hotel did not exceed my expectations. It was definitely not relaxing because I had to constantly walk a lot for everything. The hotel is gigantic so everything is far away, like pools, restaurants, rooms. I was so tired at the end of the day I had no energy to watch the show. I decided to get a massage and when they told me the price I was in shock. $300 for a 50 minute massage. Food was awful. I regret every penny that I had spent here. I would definitely not come back. There are much better options out there. Read less