Moon Palace Cancun

I recently had the pleasure of staying at the Moon Palace Cancun, and I must say it was an absolutely delightful experience. The resort's stunning beachfront location, combined with its luxurious amenities, made for a truly memorable vacation. The rooms were spacious, well-appointed, and impeccably clean. The attention to detail in the room design and furnishings added a touch of elegance to the overall stay. The breathtaking views of the ocean from my balcony were a highlight of each day. Read less

We stayed at the Sunrise. The amenities were amazing, especially for the kids. Pools, spa, excercise and bars were top notch. The rooms are clean, but small and have a great mini bar. The only issue that holds Moon Palace Sunrise from being a 5 Star is food. The food is definitely ok, but you won’t talk about as bringing you back. The breakfast bar has the normals, but if you like a omelette you might wait 15 minutes? They have two stations but only open one? Several days they ran out if bacon. Serice from waiters is great and fruit is good. Pool restaurants lack in quality, but excell in quantity. Ice cream is exceptional and liked by all. If ok food is good with you, then you will love thus place. If food is important you might want to check out a few more places? Read less

I want to acknowledge the hard work and exceptional service of Rocky and Saul-cart drivers, Janet-server at Momo, Eduardo-diamond pool conceirge and Alan-pool server at Sunrise, Jassibe-server at Los Caporales and Alberto-server at Manglar. Thank you for reminding us of the standard of service that made us become members, YOU made special moments in an otherwise very poor vacation. With that said, before we even started our trip we were faced with a major let down in service by the Diamond Concierge. We had a very large group traveling and had reached out a month in advance to to begin the process of booking services and dining, which I'll say was the biggest selling point to us upgrading to Diamond. We often travel with large groups and it's so nice to have all the details taken care of ahead of time so when we're on vacation we actually get to enjoy our time. We had been contacted by our concierge and believed they were in the process of setting up our itinerary. As the trip grew closer, an still no confirmation or even communication with our concierge we reached out to another department to find out what was going on and were told that our assigned concierge no longer worked there and our reservation had not been reassigned. NOTHING was done. Thankfully we were then reassigned but at that point we were days away from being there so it was extremely stressful and a huge let down. There were so many things that were wrong from the second we got there until the very end (10 days). We spent several of our days, for hours, in the concierge fixing problems. The whole time we were there we had 4 different concierge which made communication difficult at times and zero accountability for errors as they all just blamed each other. We had a long standing relationship with a rep at the Elite Center and decided to share with him our concerns, hoping that they wouldn't fall on deaf ears. He was excellent about making us feel heard and was going to try to work some things out to kind of compensate for all of the issues we had. I had also mentioned to him that our son was going to propose to his girlfriend that night, and although I had spoke with our concierge about having something special set up in their room that evening, I had little faith in their abilities at that time but he assured me that he would make sure it was taken care of. I mentioned to him multiple times, along with the diamond concierge in person and through text that it would have to be done after 8pm, while we were at dinner as that was when he was going to propose. That day we took a trip over to Beach Palace and got back around 6:30. We had time to go back to our rooms and get ready for our dinner reservation. Our son and his girlfriend walked into their room where thy were both surprised by the proposal written in rose petals on the bed that read, Will You Marry Me? This obviously was not how my son had envisioned the moment and had to dig through his things to get her ring and propose to her. I am so grateful that they are both the kind of people who chose to make the best of the situation. Unfortunately though, that moment was stolen from them all of our family and friends who were suppose to share in that memory. I immediately reached out to our Elite centre rep and all of the concierge that I had planned this with and not single one responded. It wasn't until the next day when I went to the Diamond office that I spoke with my newest concierge where she acknowledged the mistake but was very quick to pass the blame. She acted like she had no idea who he was originally but throughout the convo when it was necessary to use his name, she did. I ended up calling him and expressed my extreme dissatisfaction with what had happened. He was supposed to return my call quickly, as there was a time sensitive issue he was trying to resolve. He never reached back out. Later my husband had seen him in passing and he completely ignored him. It was then we realized the relationship we had thought we had established over the years was merely about money to him. We had nothing to give him so he had no need to treat us with respect or even acknowledge us. Overall, service in all areas has declined as a whole but every now and then we get a glimpse of what sold us all those years ago. Unfortunately, the good does not outweigh the bad and I would not recommend becoming a member. I think the biggest lesson I hope for Palace to take from this review is how poor communication is and that it would be really appreciated that when you make such major mistakes, you go out of your way to make our experience better. Flower and a couple cupcakes might have worked for some of the issues we had but we deserved to be shown more acknowledgment for the complete fail of this trip from start to finish. Read less