Moon Palace Cancun reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 4.5
  • Location 4.5
  • Rooms 4.5
  • Service 4.5
  • Value 4.5

39089 TripAdvisor reviews

TripAdvisor users rated this property 1 out of 5

Family of 4, looking for an all inclusive? Look elsewhere.

Seema G on Jul 05, 2024

This place is the worst. We stayed at the gran, and from arrival, it has been a terrible experience. They didn’t have our name at the shuttle for pickup to the hotel and tried to get us to pay $80 to be transported there. We waited in the heat for 45 mins. No offer of water bottles. Finally I called the concierge and then our name appeared. No apologies at the front desk. It took an hour to check in and then we were pushed to do a promotional breakfast. Fast forward ahead. They want you to pay 5-10000$ for a membership to come back to their hotels. They said 90 Mins, but I was waiting from 10 am- I pushed it to end at 1 pm. Think of sleezy salesmen asking for your Visa card several times. Mind you, they provide nothing to eat. If you think you will get resort credits, painlessly, think again. The staff is not particularly nice and seem very unhappy. Today, no one came in to work so only two restaurants are open for thousands of guests. It’s now 1:12 and our family hasn’t eaten a meal except coffee and croissants. I would never come back here. Even before this tropical storm, the level of service here is like a factory line and is no way this 5 stars. Our room and lobby has leaks from the rain and the marble floors are wet. It’s just anything but luxurious. To think we spent $1000 a night here makes me more than upset.

TripAdvisor users rated this property 1 out of 5

Worst resort ever

Jewelslove2travel (New York City, New York) on Jul 02, 2024

The moon palace cancun Sunrise is the worst hotel I have ever been to. I arrived at the hotel at 12:30 and patiently waited for 3pm check in. I didn't get assigned my room until 4pm at least I thought. They dropped us off at our room and we opened the door and another family was in our presidential suite. Please keep In mind I am a supposed to be a VIP member and brought 22 people with me. They weren't even very apologetic. It was extremely embarrassing walking in on someone relaxing in their room. Now I am supposed to have a room at 3pm and it's going on 5pm and I'm not sure where I am staying. This has never happened at any hotel I have ever stayed at. How dangerous is it they programmed multiple guests keys for the same room. God forbid if the individuals where not dressed when we walked into their room. I am beyond upset.

TripAdvisor users rated this property 1 out of 5


ajmangano on Jul 02, 2024

SCAM SCAM SCAM BRIDES BEWARE !My daughter had a wedding at the Moon Palace, Cancun resort at the end of June 2024. We had 100 guests. From the time we got there until we left we had nothing but misrepresentation from her wedding coordinator and wedding team. They were charging extra fees from different guests, that was not in any one's contract. The day of her wedding the transportation that was suppose to be arranged was late, My husband actually had to walk to the venue because they had 3 other weddings going on and they did not have enough gulf carts. But the cherry on the cake was on the day of us leaving for the airport she was handed a bill for eight thousand dollars for damages to to band's sound system because it rained on her wedding reception. The wedding by the way was 3 day prior but not a word until check out. I am estimating that most guests left about 2K per person and my daughter paid handsomely for her day. The whole resort is a scam. Avoid the place at all cost. They promise you the moon and when you get there they pull out contracts that you were suppose to have. However the problem is, they have no signatures on all the scam contract, because they never gave it but did want to justify the scam fees. Brides and families be ware!!!! Sad that my daughters' wedding was so ruined!

TripAdvisor users rated this property 5 out of 5

Adán for lessons

247maryannn on Jul 02, 2024

Adán Álvarez was a wonderful instructor for welcome to golf lessons. He provided a very thorough and comprehensive lesson on holding the club, positioning and posture ensuring that we were learning the correct way. I would highly recommend Adan. I am ready to practice what I have learned.

TripAdvisor users rated this property 2 out of 5

Juice not worth the squeeze

rhiannonr202 (Charlotte, North Carolina) on Jul 01, 2024

We recently returned from a six day trip to Moon Palace sunrise. We had been there before and this was our first time returning as a family. We had one presidential suite, and another Garden view room. Upon arrival to the resort we were placed in a garden view room with a king size bed despite the fact that we had three people. When we alerted management to this, they did move us to a room with two beds and moved our luggage, which I appreciated. Many of the amenities that I remember from a prior visit are no longer available despite the fact that my family has a gold membership. These things include services at the spa and excursions. Our trip was at the end of an unusually early tropical storm. As a result, many of the outdoor eateries were not open for the majority of our stay. This caused the food options that were available to often be overcrowded and run out of food. In many places throughout the restaurants and hotel lobby, there were buckets to catch rainwater. The lobby smelled heavily of mildew covered by a very strong fragrance. Our room was desperately in need of a new paint job and refreshed linens. The food was subpar at all of the restaurants besides agra the Indian restaurant. Our service there was superior and Hugo did a great job. I would return there to eat. We also ate at the Brazilian steakhouse and both my husband and I got upset stomach that night. We did partake in the princess spa for my daughter and had wonderful treatment from Yolanda Overall, I would not return

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