Moon Palace Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 34186 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Moon palace Nuzic

    Reviewed by melissa4502(Redlands, California) on Nov 12, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Restaurant-Delphines Excellent service from the following employees they were so friendly and their suggestions for the perfect drinks were on point.... nothing was disappointing completely satisfied Jorge Trejo- mesero Samuel Vasquez- bar Elvis Sanchez-mesero

    Review of October stay at The Grand at Moon Palace

    Reviewed by henrymD6381VE(Williamsburg, United States) on Nov 12, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    We have enjoyed membership with Palace for nearly 12 years, beginning as Premier members and going through five upgrades, and are currently Palace Elite VIP silver members involving two families. We have enjoyed the Palace experience, taking particular appreciation of the excellent service and personal attention provided by the staff, and have enjoyed the various quality restaurant options. Nevertheless, we have a number of issues associated with our October stay in a Presidential Suite at the Grand at Moon Palace: * Check in: lack of information provided by Edgar; did not receive list of restaurants or hand out of activities and evening shows as in the past.; * Edgar arrived half hour late for scheduled interview the day following arrival. * Restaurant reservation process was unsatisfactory: using app, one may make a reservation the day of or day following. Multiple attempts showed no available restaurants. Upon inquiry, we found out that one may call two days in advance. Attempts to obtain reservations around approximate desired times were unavailable when calling at 10:00 AM two days prior. In other words, reservations had been taken before the earliest call time with nothing in the desired time slot available. We had to make reservations either at 5:30 AM p.m. or after 9:00 P.M., and all this occurred during low season, when the Moon Palace is well below full capacity. *After having made a reservation at Momo at 5:45 PM when no other more suitable time was available, we later decided to cancel the reservation for four people because it was so early. Upon calling three hours in advance, I was advised that we would be charged $10 each for this inconvenience of canceling the reservation. I was unaware of this and believe that I had been unable to understand the message on the phone when making the reservation. Apparently, this is a new policy, imposed for the first time during our nearly 12 year membership. I advised the front desk that this was totally unsatisfactory, that we were unable to obtain reservations for any of the restaurants except for very early or very late, that this is no way to treat VIP elite members, that we were very frustrated about this process. We were subsequently credited the fee. *Not having any information in our suite, I had to to call the front desk to get instructions on how to place calls to the USA. *False advertising regarding presidential suite, which we received with our membership: Presidential suite at Moon Grand is basically a lock off and not the presidential suite that we had been shown at the time of our presentation several years prior that preceded our upgrading our contract. We have since learned that the non-lockoff suites are now reserved for Diamond members and are not available to VIP Elite members. *There was no basket of fruit at check-in as has been done at other palace vacations. *Check in for VIP members was the same as for all members. *There is no discernible advantage to being an elite VIP member versus a regular member for any of the amenities at the Moon Grand, except for being able to secure a presidential suite.. *Request for wine bottles to be delivered at our suite took over 24 hours to receive. *Several years ago, before resort credits were offered to all guests, we entered into a contract wherein we would receive resort credits with no service charge for each visit. Palace failed to honor our contract provision specifying we would receive resort credits with no service charge until a certain expiration date. Subsequently, Palace added service charge to our contracted resort credits used well before the specified expiration date. This is now moot, since we are now well past the expiration date in our contract. *Public relations proved to be excellent, with special mention to Fernanda and Brenda, both who provided assistance.

    Individual ratings:

    Location

    Location-5

    Rooms

    Rooms-3

    Service

    Service-5

    Excellent vacation!

    Reviewed by Teresa C(Calgary, Canada) on Nov 12, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Joel from vacation planner was super helpful and friendly! Booked my excursions with him and am super happy with the service. Los Caporales and Bugmabilia are great, as well as the mezcal! Stayed in Nizuc and the room was very clean.

    Not my type of Mexican Resort.

    Reviewed by gotogirl40(Sea Isle City, New Jersey) on Nov 12, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    I just returned from a 5 day trip to Moon Palace Cancun, Nizuc. I just had to write a review of this resort as I always like to refer to reviews when I am looking for vacations destinations. We were not impressed at all. Other than most of the employees at the resort being very helpful we did find a few that were rude. Food: Not very good at all. We did the Mexican a few times as we thought that was probably the best. Japanese was decent and the breakfast buffet was not bad. The Italian was not good nor the Brazilian Steak house. They claim there are 18 restaurants to choose from, not so. In order to dine at the restaurants at The Grand you must purchase a day pass (mind you at $100 a person OR free IF you take the 90 minute Time Share tour.) You cannot even use the pools on that side. Drinks: Just average. I thought very unusual that this resort does not have a drink menu. A few of the restaurants had drinks on their own menu however there was not a drink menu offered at the pool/beach area. Room: Rooms are large and the beds are comfortable. We had a few problems in our room, the toilet wouldn't flush and was told we are not to put toilet tissue in the toilet, mmmm...I've never had to dispose of used toilet tissue in the waste basket. I called the 2nd night we were there and asked for a different pillow, and was told that my room does not qualify for an upgrade in pillow selections..WHAT?? After questioning this and asking if I could just 'pay' to have a firmer pillow, I was told no again and hung up on. Ok, I went to the front desk and requested it, guess what, no problem. Not sure where the communication went wrong with 'having the correct level room' but they need to all be on the same page. Pool: Nice area at Nizuc and Sunrise but never got to see the Grand but heard they have a lazy river. Service at pool was ok. Several times we had to go to the bar for our drinks and every day we had to go fetch our own towels. Finding the towel stand was a seek and find mission. Beach: The beach was really not being used by anyone. The water was very brown. Not sure where the crystal clear blue water is but I think it may have been from an abundance of sea weed. This resort is extremely large. I would suggest a pool view or close to pool room. The path are not marked with directives very well so it takes a while before you figure out how to get around. Another tip to all of you since we learned from experience. BEWARE of the Resort Credits. They are a scam and you will probably do better to shop and book activities on your own. They claim you have all this credit to use on shopping, spa, excursions, water sports. You pay a 16% tax on this and after we went on a few excursions, a few massages and did some minimal shopping in the resort store we were hit with a $592.93 bill upon checking out. And you can only use these credits on certain items and services.

    Individual ratings:

    Location

    Location-3

    Service

    Service-3

    my great vacation

    Reviewed by joyceshin() on Nov 12, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    booking tours and spa with Alejandra Maldonado from PVP was so~ helpful and freat! She really helped us to choose great activities and it was so~~ good! Love all the services here too! The food and facilities are good and comfortable too. it is ???? ?? ????? ?? ??? ?????? ??? ?? ???? ???? ??? ?? ??? ????? ??