Moon Palace Cancun

At the Cancun Airport the "official" tourism people engages us with very helpful info and then suggested we buy a day pass for MoonPalace wgmhere for the fee we coukd eat, drink for free for a day pass. Also free 25min back massage. We were not told there was a mandatory sales pitch to pre pay for 110 weeks for standing there anytime for $110,000us. We were toured around the massive project but constantly pressed to buy some package. We were told this presentation would take an hour and 1/2 but it took clode to 3 hrs. We were furious as we had nit been informed of this sales pitch. We were passed on to 4 different salesmen. We arrived at 1pm and did not have our lunch till 4pm. When we escaped the "presentation" we did enjoy the food, pools, massage, etc. But this is a resort on an industrial level, it is massive and it is damn expensive. I would never go back!! Read less

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