Moon Palace Cancun

Cancun, Mexico

Virgin rating

The hotel

This resort really is a palace and a spectacular one at that. Moon Palace Cancun lies on Cancun’s tranquil south shore, nestled between a long, white sand beach and 123 acres of tropical foliage. A 27-hole Jack Nicklaus signature golf course is available for a memorable round of golf. Rooms are very elegant, in fact, all have double Jacuzzi baths! You’ll be spoilt for choice when it comes to your dining options with 17 restaurants to choose from. There are incredible floor shows every evening, with the Noir Nightclub picking up the beat until the early hours.

Amenities

  • Golf
  • Scuba Diving
  • Tennis
  • Kids Club
  • Wheelchair access
  • Families
  • Honeymoon
  • Wedding
  • Bar
  • Evening Entertainment
  • Fitness Centre/Gym
  • Internet Access

Where is it

On a huge, wonderful beach in Cancun. Transfer time from airport: 10 minutes.

Hotel information

2052 rooms on 3 floors in several buildings with 8 lifts. All with private balcony/terrace, air-conditioning, smart TV with Google Chromecast, WiFi access, direct-dial telephone, coffee maker, 24-hour room service, mini-fridge with soft drinks, bottle of wine, spirits optic, water and beer (which is stocked alternate days), safe, Jacuzzi, bathrobes and slippers, turn-down service, hairdryer and straighteners. Non-smoking rooms on request. Superior Deluxe Garden Rooms with garden views, sleeping maximum 4 adults or 2 adults and 2 children.


All Inclusive of: all meals and snacks, 24-hour room service, stocked mini-bar, in room drinks cabinet, wifi. Domestic and imported beverages including sparkling wine. All activities, entertainment, land sports and non-motorised water sports, including the business centres.

Junior Suite Golf Course View Rooms include personal use of a golf cart for getting around the resort, DVD player, ceiling fan, separate seating area and private screened terrace with table and chairs, sleeping maximum 2 adults.

Superior Deluxe Ocean View Rooms with stunning views across the Caribbean sea sleeping maximum 4 adults or 2 adults and 2 children.

Superior Deluxe Oceanfront Rooms are as above but closer to the ocean, with 1 king-size bed, sleeping maximum 2 adults.

Swim Up Suites are located in the sunrise section of the hotel with direct access to the private pool from the room terrace, garden/pool views and a private balcony with table and chairs. Suites have a private bath with shower, double whirlpool tub and 1 king-size bed or double beds, sleeping maximum 4 adults or 2 adults and 2 children.

Family Deluxe Suites are located in both the Sunrise and Nizuc sections and consist of 2 bedrooms (one with 1 king-size bed, the other with 2 double beds), Xbox 360/DVD player with DVDs and games available on request (subject to availability), family in-room amenities including kids' room service menu and bathroom products. Sleeping maximum 6 adults or children.

Superior Honeymoon Suites benefit from a guaranteed king-size bed, a liquor dispenser with Premium, upgraded brands of liquor, L'Occitane bath amenities, access to the Private Beach Lounge area with waiter service, an exclusive beach bag (one per stay), an Aromatherapy menu, an Espresso/American coffee maker, nightly Petit Fours, pillow menu and turn-down service and private check-in. These rooms sleep maximum 2 adults.

Please note: bedding requests are subject to availability at check-in. Some rooms at full occupancy may have a rollaway bed, instead of 2 double beds.

17 restaurants, buffet and à la carte including Mexican, Italian, International, Caribbean, Indian, Asian and Brazilian. 12 bars, including swim-up bars, adults-only Sky Bar and The Pub. 24-hour room service. Day passes (subject to availability) can be purchased to access 11 additional restaurants and 13 bars at The Grand.

Live music daily, regular shows, karaoke and theme nights. Noir Nightclub until 3:00am.

Oversized freestyle pools, children's pools. Flow Rider wave simulator (9:00am-5:00pm), dive tank. Beauty salon and extensive spa with 36 spa cabins and spa services*. 2 fitness centres including spinning classes, sauna, yoga and pilates. 2 beach volleyball courts. 5 floodlit tennis courts, 3 basketball courts and 4 pickleball courts. Use of bicycles. Non-motorised water sports with one scuba-diving demonstration per stay. Mini-golf. Beach football. Playroom kids’ club (4-12 years), daily kids' activity programme, kids' playground, games console, movie theatre and arcades. Wired Lounge (for teens, 9:00am-10:00pm). Waterpark including slides, lazy river, kids' splash zone, playroom and bowling alley available at Moon Palace The Grand (day passes can be purchased to access these facilities. Subject to availability.)

24-hour room service. Concierge and bell staff service. 3 gift shops*. Laundry/dry-cleaning service*. Complimentary WiFi access. Doctor on call 24-hours*. Avis car rental*. Ice machines. Cash machine. Guests may use the facilities at other Palace resorts, except for Le Blanc Spa Resort, day passes can be purchased to access these facilities (subject to availability).

Please note: a travel tax of $11 per adult (over 15 years old) applies when visiting the Mexican state Quintana Roo. The payment can be made prior to travel, upon arrival or during the stay, as the tax will be imposed upon departure. There is also an additional Environmental Sanitation Tax of $3.72 USD per room, per night (payable locally, subject to change).

Wheelchair adapted rooms with partially accessible amenities or facilities available on request. Please note that these rooms are subject to availability and may be restricted to specific room categories and bedding arrangements. Rooms and facilities vary between hotels so please check at the time of booking. To discover all the special assistance services we offer please see additional information below.

* Denotes local charge.

Special assistance


Rating summary

  • Location Image of the Tripadvisor rating
  • Sleep Quality Image of the Tripadvisor rating
  • Rooms Image of the Tripadvisor rating
  • Service Image of the Tripadvisor rating
  • Value Image of the Tripadvisor rating
  • Cleanliness Image of the Tripadvisor rating

Traveller rating

  • Excellent (28238)
  • Very good (5874)
  • Average (2304)
  • Poor (1159)
  • Terrible (1386)
Image of the Tripadvisor rating Women be warned - drink spiking incident

Apr 23, 2024 Megan D

My partner and I have not long returned from a week at the Moon Palace. It’s been 19 years since I originally visited and since then, the complex has expanded considerably, with more extensive facilities though, sadly, still with the same nuisance operatives constantly trying to sell time shares. In terms of services, the resort is first class,… Read more
My partner and I have not long returned from a week at the Moon Palace. It’s been 19 years since I originally visited and since then, the complex has expanded considerably, with more extensive facilities though, sadly, still with the same nuisance operatives constantly trying to sell time shares. In terms of services, the resort is first class, with clean & comfortable rooms and excellent food and drink options. There is, however, a huge cause for concern. With a few days left of our vacation, late in the afternoon, my partner and I were resting on sun loungers near the swimming pool. At 4.15pm, I took a photo of him and that is the last of anything either of us remember, until nearly 2 hours later, when I had to be helped from the pool in a different part of the complex, having sustained multiple injuries. During this period, my partner fell asleep, but when he was eventually woken, he proceeded to spend much of the evening feeling extreme nausea, dizziness, and then being violently sick. He also has no recollection of this same two-hour period, an instance which in itself is not normal for two individuals to blackout at the exact same time. A visit to a hospital revealed I had suffered a fractured hand and coccyx, together with a severely sprained ankle, alongside multiple cuts, bruises and lacerations all over both the front and back of my body. Having reported the incident to the hotel, it was expected they would be able to help piece together what had happened to me with the use of CCTV, but much to our surprise, they said they had no cameras operative that could assist. It was made clear that I was being treated responsible for my injuries due to being “drunk” on the basis that I couldn’t remember what had happened to me when I was found. Astonishingly, and on the basis they had apparently found a couple of towels with blood stains in a completely different area of the hotel, they suggested that, whilst inebriated, I must have scaled, unaided, a roof of around 15 feet high and then fallen from same. There was also no CCTV footage to corroborate this allegation (nor any social media footage of my alleged ascent or fall) and, for good measure, we were given a warning against repeat actions. I was informed that no further investigation would occur unless I remembered what had happened. I was then treated with the upmost disrespect by the public relations team for the remaining days of our stay with instances where they would ask us to meet with them, we would attend the center and then have the free agents with no customers present, look up at us in my wheelchair and then proceed to ignore us with menial tasks for periods of over 15 minutes. Having returned home, I have seen a sexual health nurse, who was very familiar with this type of blackout situation, where people’s drinks are spiked, and they have zero memory of the preceding hours despite drinking relatively small amounts of alcohol prior. The type of injuries I sustained are commensurate with being dragged on my back and, the deep cuts and severe blistering on my fingers are from where, even whilst drugged, I was evidently trying to stop myself from being pulled. Quite how this could have happened without anyone seeing remains a mystery, but I can only assume I was either carried or ‘aided’ to an un-overlooked area, and anyone watching the initial assault would have just assumed I was being assisted for some reason. I’m told that by the time the hospital carried out their blood test the following day, the administered drug would have left my system. My injuries included cuts and bruising on the inside of my thighs and buttocks, and whilst it may be a blessing that I cannot remember what happened to me, it is not clear if the assault was also sexual. To make it clear, my partner and I are not big drinkers and had enjoyed a total of 3 drinks during the course of 5 hours that day. I am not suggesting for a moment the hotel had anything to do with this, but they were certainly complicit in their facile investigations thereafter, with no police involvement, the failure to question any guests who may have witnessed any of the events, and their conclusions were as ludicrous as they were unsubstantiated. Certainly, it could be perceived that the warning they gave was a means of attempting to ensure we took no further action. The British Consulate have been advised of what happened and reading around the subject since our return, I see this is not an uncommon incident in Mexico, with varying and often fatal outcomes. There is obviously danger in most areas in the world and whilst I would naturally more wary if we had selected a cheap, back street hotel in a rather less salubrious area, the same is simply not true of a five star establishment like the Moon Palace, where one can reasonably expect to be safe. Whether the hotel management are aware of such incidents happening is open to conjecture and whilst I’m sure that, in an all inclusive resort, they must be used to dealing with their fair share of inebriated guests, the fact is the drugs were administered into our drinks somehow, and they must surely take incidents of this nature seriously, putting measures in place (CCTV and improved drinks screening, being the obvious ones) to better protect themselves and, more particularly, the safety of their guests. Read less
Image of the Tripadvisor rating BSB at the Beach

Apr 22, 2024 Danielle H

The Moon Palace Resort - Sunrise in Cancun was the perfect spot for the Backstreet Boys music festival! The staff was super nice, and meeting Ernesto, the poolside ice cream man, was the highlight. He's a great guy who makes you feel loved and like familia. Such a fantastic experience!
Image of the Tripadvisor rating 7th and Last Visit

Apr 22, 2024 773PaulW773 Portland, Oregon

We have been patrons of Moon Palace Cancun 7 times now, starting in 2010 and ending in 2024. While we have loved many things about our experiences at the resort, our recent trip left us disappointed with the response to a serious issue ... food poisoning. On the 3rd night (end of the second day) of our 8 night trip my wife ended up spending the… Read more
We have been patrons of Moon Palace Cancun 7 times now, starting in 2010 and ending in 2024. While we have loved many things about our experiences at the resort, our recent trip left us disappointed with the response to a serious issue ... food poisoning. On the 3rd night (end of the second day) of our 8 night trip my wife ended up spending the night vomiting followed by diarrhea in a symptomatic progression certainly related to something contaminated she ate. Although this can't be positively confirmed due to the fact that it was not practical to arrange to culture and test her bodily fluids, the most likely source was Bacillus cereus Emetic (vomiting) syndrome, followed by Enterotoxins (diarrheal syndrome). We actually had very little to eat that day due to attending their sales presentation in the morning. So the possible culprits were few. In her weakened state after Monday night she spent all day/night Tuesday in bed sipping water and ice to re-hydrate. On Wednesday morning (first thing) we reported the situation to Public Relations, after which she was taken to the doctor on call on the resort (gratis) who checked her vitals and hydration state, and recommended slow re-introduction of food after the 'purge' was resolved. Thus we lost more than a full day of our (expensive) much needed vacation. But we assumed that we had done our due diligence by reporting the incident (including details of where and when we ate). Upon checkout at 4:00a on Sunday morning we requested to be reimbursed for the nearly $100 we spent on Pepto, Tylenol, and Imodium in the over-priced resort shop. 2 days later I received an email from public relations which stated that since the food poisoning was not diagnosed by a lab test, and since we purchased the OTC medications prior to seeing the doctor, that no reimbursement is possible. I responded to that email as follows: ======================================= ----- My Reply to This EMail --- Dear [PR name removed], Please note that we are very experienced travelers, and very well know and understand the effects of food-borne illness. In this case [name removed]'s symptoms and disease progression clearly matched what would be expected from Bacillus Cereus infection. (look it up [reference removed]). While I understand your point about a definitive diagnosis only being possible through laboratory testing, I'd ask you to consider the following: - [name removed] (my wife) had symptoms starting with constant vomiting for 2 hours, starting at approximately 11:00 p.m. on Monday night, around 3 hours after dinner. - After the vomiting subsided she had another 8 hours of episodes of watery diarrhea, which subsided only after I got her anti-diarrhea medicine at the hotel shop in the morning. - She was weakened, and remained in bed all day and night on Tuesday. - On Wednesday morning we reported the incident to public relations, at which time she was taken to see the doctor to check her current vitals and hydration status. So are you suggesting that the resort has some protocol that we should have been aware of for collecting samples of vomit and/or diarrhea in order to diagnose the food poisoning? If there is such a protocol it would be very helpful to know about it ahead of time, because this type of food poisoning runs its course very quickly. And for the same reasons I would assume that possibly any others infected with the same may not have reported it at all. As a result of all this we lost a full day and night of our several-thousand-dollar week at your resort. Also please understand that we have been coming for vacations to Palace Resorts almost every year since 2008, and have brought friends and family, and have frequently praised the resorts and the staff and facilities. We have spent many thousands of dollars investing in and traveling to your resorts. However, the disappointment of this incident and the response to it (or lack thereof) will put an end to that. Respectfully Disappointed, - [names removed] P.S. We attended the upgrade presentation last Monday morning, before all this. As a result of that meeting we learned that even though we have purchased 2 prior memberships (2008, and 2016) we still paid over $1000 more for our week (over $[dollar amount removed] USD total) than the current best prices you offer. We were told this literally at the meeting. That was also very disappointing to hear, but it says to me that it would be no financial burden to Palace Resorts to compensate us for the lost day. ======================================= I'll end this long winded review by saying the facilities and service staff at the resort have been delightful for the years we've been coming. But the 'corporate' attitude toward customer appreciation seems to be "sorry, but we can't give anything back to you, under any circumstances". In fact, we've seen little extras and amenities (such as snacks in the rooms, etc.) and larger perks (such as resort/spa credits) slowly dwindle and/or outright 'expire' over the years we've been going there. Read less
Image of the Tripadvisor rating Ernesto the dancing chef is THE BEST!!!

Apr 22, 2024 Sandra C

Ernesto the dancing chef was wonderful! He was always smiling and engaging with guests - so entertaining and fun, and he really made an effort to make sure we were having a great time. If you get a chance to see him, go dance with him - you won't regret it!
Image of the Tripadvisor rating Ernesto, the Dancing Chef

Apr 22, 2024 Andrea Y Saskatoon, Canada

Ernesto, the Dancing Chef has the best ice cream! He is very friendly and the best music. Kept the party going in his cart all week long.