Moon Palace Cancun

We had amazing customer service from all the staff at Moon Palace. All the staff were so friendly and welcoming. made a truly great experience & holiday for us. Nothing was to much trouble for them. Teresa Moreno Manuel Siero Memo Nunez Jocelyn the diamond concierge at Sunrise Juan Carlos Nolberto at the Grill Uriel at Tavola Loren & Daniella at the Spa Read less

The rooms at Moon Palace Cancun need much-needed upgrades. The grounds were flooding, and the hallways were constantly wet due to rain and the lack of attention by staff. I witnessed several guests slip and fall around the walkways. An 8-year-old also slipped and fell in our hallway. Luckily, I was holding his hand during this time, and it softened the fall. While having dinner in the Italian restaurant, the ceiling was dripping on our table and shoulders. Don't fall for the membership scam either. They rope you into this long meeting, and they don't allow you to cancel or rescind your membership if you change your mind. However, Mexican consumer law allows five days to cancel, but pushy salesmen tell you cancellations aren't possible, and they threaten to contact the credit bureau. Even during check our they will have individuals harrass you into buying in a membership or a future trip. A representative literally followed my sister to her shuttle bus on the last day of our vacation. The best part of the resort is the waitstaff. Read less

Always an excellent trip to Palace resorts. From the Diamond Concierge at the pools to the kitchen staff at the restaurants, they always ensure you have the best trip ever. This year did not disappoint. There were several employees who really stood out this year: Lizbeth, Cruz and Ricky (Diamond Concierge pools), Angeles (Tavola), Jesus (the eggman), Abraham (bellboy), Gil (driver), and Oscar (Diamond Concierge). Read less

Weather I was obsessed with the weather before arriving and checked the weather app constantly. I also noticed so many others feeling the same way. When we were there I think there were a couple of downpours overnight and other than a threat of rain (showing on the weather app as 15-30% chance of rain) we didn’t get any at the resort. The only time we did get it was on the way back from Chitchen Itza when we were on the coach and snoozing and that was the worst I saw of it. I would say don’t worry about the weather – go and have fun and if it does rain you will probably welcome it because it’s so hot! Watch out for the bitey creatures. I was fine for the first half of our trip then got bitten about 20 times over several evenings even having used bracelets and spray. It’s worse if you eat out at one of the restaurants facing the beach. Indoors is fine. TUI I booked our holiday for 11 nights from the UK through Blue Bay Travel on a TUI package. Blue Bay was great and really responsive. TUI has been fine, though it was unsettling when they had issues with Moon Palace back in June and I was worried our holiday would be cancelled or we would be moved to a different hotel. I did enquire with Blue Bay but they hadn’t heard of any problems – it would have been helpful for them or TUI to send a quick email out to those with booked holidays to reassure them everything was fine. I don’t think you can book to this resort with TUI any more. Cancun airport I heard a lot about chaos at Cancun Airport but we had no issues at all. Landed at about 3.45pm and passing through immigration was fine. Bags came through in good time. We weren’t bombarded by taxi drivers - a few shout outs but nothing major. We had a transfer with TUI already booked. Moon Palace What can I say? Comments about the sheer size of this resort were not wrong but we must have been staying during a quieter period as it didn’t feel crowded at all. I’m glad we were placed at Nizuc as it was quieter, the pools calmer with fewer very little children (mine are 13 and 14 so it was nice for them not to have to worry about bumping into the little ones in the pool). No issues with sun beds – plenty of them and no sun bed wars as you find in many European resorts. I found it strange that the Nizuc lobby, while large, didn’t have much seating. We like to sit and play cards together in the evenings and because the bedrooms (we were in a double deluxe garden room with two double beds) didn’t have a suitable table with chairs or a big enough balcony, we couldn’t sit in there. The only places in the evenings really were the lobby areas if you have kids. Sunrise is larger but it was always very busy. Nizuc is a nicer lobby with lovely music but just not enough seating. Bit of advice – download the app and get familiar with it before you go so it’s easier to get on and book activities and restaurants when you are there. You can also book your place at Beach Palace on the app and request concierge service and room service this way. The thing about the presentation – I was dreading being bombarded about this but we were asked briefly on arrival and no one asked us after that. It might be because we are from England so they felt it wasn’t worth their time to encourage us. We didn’t want passes to The Grand so it was fine with us. Restaurants We ate at as many restaurants as we could. The service was fantastic, the food was ok – we loved Momo and Momo Teppanyaki the best and ended our visit there. No problem booking reservations – I was only on a waiting list once and got confirmation later the same day. My daughter and I enjoyed Agra’s food and the service and style at the Sunrise restaurant was a nice touch. The singers at Los Corporales were brilliant and sang a happy birthday song to my son who turned 13 while on holiday. We ate breakfast mainly at El Mangalar buffet at Nizuc just because it was convenient and meant we didn’t have to be somewhere at a specific time in the morning. Food was good with lots of choice and my husband swore by the omelettes every morning. The only issue I had, and I raised with buffet staff, was that one of the evening dishes – a spread of sushi and other rolls – contained peanuts. My son is very allergic if he eats them and up until then we had no problems. The food items in the buffet do have tickets on them with icons to explain what allergens they contain, but this dish didn’t have the nuts icon and he only noticed there were peanuts in the dish when he had taken a bite. He was fine and he carries his Epi pens with him wherever he goes, but someone with an even more sensitive allergy could have had a reaction. I did raise it with staff and they noted it down, but the same spread still didn’t have the peanut icon on there a few days later. Staff in the restaurants seemed more attentive and explained what he could and couldn’t have on the menu. They even made peanut-free versions of the dish which was lovely. However, it wasn’t as clear in the buffet. Entertainment I’d heard a lot of good things about the entertainment and it was enjoyable. The Michael Jackson show was particularly good and we all enjoyed the glow motion show. It’s worth popping over to watch a few. They aren’t very long. My husband and I did pop into the pub at Nizuc a couple of times and loved it. It’s set up for American guests, but it has a very chilled atmosphere and live music. Worth a visit if you can. We didn’t go to Noir nightclub. The Wired lounge is fun. I had thought it was just for teens, and it was one of the reasons I chose Moon Palace so the kids could enjoy some independence, but it was actually open to everyone including families with very little children. It was fine and we enjoyed some table football as a family but it had a different vibe to what I was expecting. We did have a go at tennis but didn’t last too long as it was too hot. My husband and daughter used the gym and loved it. We also used the kayaks which was fun, but I get motion sickness so I didn’t last too long! Golf buggies We absolutely loved these. It felt like such a treat to be carted around the complex. They are quite frequent but if you’re just going lobby to lobby then there is a coach from the front that takes you to each of the three lobbies if you prefer. Excursions We didn’t want to do too much as we wanted a rest after a busy year, but we definitely wanted to visit Chitchen Itza and so one or two more things during our stay. We booked Chitchen Itza with TUI. The guides GP and Thomas were excellent, very friendly and happy to answer questions. We did feel slightly rushed so wished we had opted for a private tour. I would advise anyone to look into these as I think you will be able to take the visit at your own pace and make the most of the site before moving onto the cenote. It’s much more expensive, but for a trip like this, probably worth the cost if you can afford it. Also changed dollars to pesos for the trip to Chitchen Itza to buy bits and bobs while out there. The cenote swim was awesome. So cooling and beautiful down there and I would say it’s a must do. We were taken to Cenote Tsukan. We didn’t visit Valladolid as we decided the heat and humidity mixed with a very early start and two young teens wouldn’t end well! We chose to visit Xavage, which is literally down the road from Moon Palace. The TUI rep advised us to do this trip on a weekday as weekends can get very busy and it was the best bit of advice she gave us. It was practically empty and hardly had to queue. The activities were brilliant and out of six we managed to fit in five – zip lining, rafting (which was our favourite), jet boat, sky ropes (which was long and tiring but a great achievement) and monster trucking, where you drive the truck. That was so scary! It was great to try all these things together as a family that we wouldn’t normally get to do back at home. Also visited Beach Palace one day. The beach is beautiful, the sea is turquoise but it’s really rough so be careful when you go in. We had some lunch at the rooftop pool which was quiet then went back the Moon Palace as it was just too hot to sit out, but half a day was enough for us. Downloaded the Uber app as advised by other travellers and it worked really well. Staff Staff at the resort are incredible. They all work so hard keeping the grounds clean, tidy and pruned, waiting on you and getting you drinks and snacks and keeping everyone happy. I found all staff working in the restaurants, grounds and housekeeping so friendly and always welcoming with an ‘hola!’. Reception staff were more reserved. Coming from the UK and used to European holidays, the service aspect was very different for us. I’m used to getting up and getting my own drinks and food when I want it, popping to the buffet and finding my own table etc but every part of this holiday was about being waited on (you could walk to the pool bar to get your own drinks but there was always someone walking around asking you). It was an experience but I also felt incredibly privileged to be able to have a holiday like this, sipping drinks by the pool while so many people were working their socks off. Tipping Which brings me to tipping. This probably stressed me out more than anything in the run up to the trip because I didn’t know what to tip for and how much. We’re not used to tipping for everything in the UK – if we receive a particularly good service at a restaurant then we will, but mostly it’s optional and not expected. We made sure we took lots of small dollar notes and had more exchanged from reception. We got used to it quite quickly. I hope this has been useful. Overall, we had a fabulous trip. Crossed Chitchen Itza off our list and experienced a super-sized resort that was beautiful with incredible staff. However, I think as a family we agreed that while it was fabulous, it felt slightly anonymous because of its size and the fact everything had to be served. It’s no reflection on the resort or staff, just a preference. Some European resorts we’ve been to are so much smaller and feel more personal and I like that. We wouldn’t return but not because of the resort or staff – just because we like to try new places and because it’s so far away for us. Read less

I recently stayed at moon palace Nezuc resort. The hotel was just fine but as I was unloading my luggage I discovered my jewelry box was missing. I had a couple of solid gold and a silver necklace I got for my wedding along side other jewelries in it. I contacted lost and found department but I haven’t heard anything back from them. I am so disappointed. Read less