Moon Palace Cancun reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 4.5
  • Location 4.5
  • Rooms 4.5
  • Service 4.5
  • Value 4.0

39337 TripAdvisor reviews

TripAdvisor users rated this property 2 out of 5

One of our worst experience in Cancun!

Jacob K on Feb 14, 2025

Despite the photos, the hotel is really old, and worse than that is the customer service. Food service is really cheap and low quality. I went there to the buffet and there was no fruit table! I asked the waiter and he said, we don't have it. if you want tell me and I get for you. it took 10-15 min and he came back with a plate of pineapple, tangerine and watermelon! The funny thing is that the buffet were closed for 2 consecutive nights and because of some of other restaurants were closed on those nights, we had really difficulty to find a place to go. we found a restaurant (grill one) and it went there, the guy tole me to come back in 2 hours at 9pm. I could go to the other hotels but for that we have to take bus and spend extra half an hour to get there for a simple dinner! The good part was the Pool that was pretty quiet and enough tables around the pools. beach was dirty and not that much resting place by the beach. there are some but there is a sign that says some specific members that can use. in general, i wont recommend it. I went to different hotels before ( i don't want to name them to advertise them,) but definitely I wont come back here and I don't recommend it. Cleaning ladies were very kind and helpful.

TripAdvisor users rated this property 4 out of 5

Nice first entry into all inclusive resorts

BCNY100 (New York) on Feb 14, 2025

Caveat: this was our first ever resort trip, and so we weren’t entirely prepared. Will share what I wish I knew at bottom . The good: Comfortable rooms, beds good and everything in good condition The service—staff was friendly, professional and looking to help. Two standouts were servers at Circus (Erik was amazing) and Pier 8 (Javier did an incredible job) Ease—lots to to, nice variety of activities at pool and beach for all ages Pools are in good condition, lots of space, and the kids pool is very fun Entertainment staff- the women who work at dreamery in sunrise are saints. They really made the fun happen The ok: Food— there was plenty and it was completely fine, but pretty limited vegetarian options, so if that’s you be aware Ability to plan ahead— was hard to tell what it would be like before we went The time share pitch— this was totally fine, you can opt out if you want. The one at checkin was a little annoying because we were tired and hungry, but the staff were wonderful about it and very patient The elite status— we didn’t know about this in advance and is probably more noticeable at the grand, but there is a definite class system where members get preferential treatment What I wish I knew: You definitely need to book dinners asap Probably pack less daytime clothes and more evening than you think you need It’s totally walkable even for small kids, and the lobby to lobby bus is much faster than a golf cart most of the time You can only spend resort credit on very small amount of stuff Lunchtime is probably your best bet for most restaurants, and worth going then

TripAdvisor users rated this property 1 out of 5

DO NOT STAY HERE! THEY ARE OVERPRICED AND DISHONEST.

Diana F (Winnipeg, Canada) on Feb 14, 2025

I do not recommend this place to anyone. Their sales people are dishonest, and what they offer you can change at anytime and is more than worthless. After being able to review what we were looking at purchasing we found out that it was not what they had offered and was worthless. Now they don't want to rund our money eventhough we cancelled within 5 business days.

TripAdvisor users rated this property 2 out of 5

Terrible costumer service

sanaz p on Feb 13, 2025

Although it seemed a pretty nice place at first, and had nice people, the services weren’t up to any standards. 1. They would decide for you without telling you 2. We got in on the wrong foot as the information one of agent provided us was disappointing and against the offer we had, however te public relations person cleared the mistake and for apology sent a 2 years old toys to our 8 years old. 3. When we entered the room, room was very close, small, and not clean at the table (maybe they were stains) 4. No one in the pool area would ask you if you want a drink or something 5. Not cleaning the pool areas as often as needed 6. There weee no body wash in the bathroom - the bathroom floor gets flooded when in the shower. 7. The waiter at momo restaurant was not the right person for the job, he couldn’t be more careless about his job 8. We went for one if those presentations to get a pass to a waterpatk. The first agent were very nice, after she explained the benefits of the deal, her manager talked to us and offer some deals, she also was very friendly. We declined the offer as it did not make sense for us, then the next person came and affer yhe same deal with half a price, so we took the bait and negotiated few more things she agreed. They also agreed to transfer us to “the Grand” so I went back and packed all our belongings. Till My husband called and said most if the things that we got offered are not happening that way, including moving us to the grand. Imagine it is 4:40 pm now - it means we have spent all that day in the office negotiating for an unreal deal. Anyway I would not ho back there and would nit recommend tgis hotel to anyone.

TripAdvisor users rated this property 5 out of 5

We had a wonderful time, great weather and some FYI's

Mary Beth K on Feb 13, 2025

Full disclosure, we are members of the Palace Resorts for many years. We vacationed recently at the Moon Palace Sunrise side and stayed in the building ELONTE which was perfect for us, close to the pool, lobby of the hotel and transportation. [ we didn't know exactly where we were staying but there is a map on Moon Palace Site to show you all the buildings or just google it] We did have a concierge service, so our trip was planned out for us. Shaday was simply wonderful and made out vacation outstanding! We were blessed with our reservations and Spa Treatments. We traveled with our son, his wife and 2 children. Being members indeed has its perks and, due to the largeness of this hotel can be overwhelming. I suggest placing the Palace App on your phone pre vacation is good guide with looking at the menu as well as reading about Moon Palace on Trip Advisor lastly watching You Tube Videos will help even for members. As for the restaurants, I highly recommend Momo Teppanyaki, the kids and us really enjoyed the presentation, the activity of the dinner and yummy food but this restaurant needs reservations. BUGAMBILIAS and Gondola were our breakfast places with a wide selection of items. Both golf courses restaurants were very elegant but hard for the kids. Something else to think about. Using pool side food was fun, though limited but had a good selection of food at the pool. We enjoyed the Palace Burger and boneless chicken tenders which quality was very good. My daughter in law said they reminded her of Chick Fila We noticed that some restaurants weren't opened so using the app greatly helps with that and staying at Sunrise you can use the restaurants at Nizuc as fyi. We also used room service and if you order the night before Breakfast you can pick the time you like the food, coffee, fruit etc. to come to your room! Sitting on the balcony drinking your coffee before the start of the time is relaxing as enjoying some fresh fruit or Danish. You can add notes to your order, so Nutella was my grandson's favorite item added to his pancakes! Since we are members, we can use Grand Moon Side and restaurants. I highly, highly recommend CIRCUS restaurant. We had a blast, and I am so sorry I can't remember names, but the Master or Ceremony was outstanding!! He friendly came to our table. Please watch the Video of this Restaurant. We enjoyed the food, and selection and I ordered off the Kids Menu! We found the food very tasty and the entertainment wonderful, just like being at a Circus. The Water Park is fun also and we did that once. I saw reviews it was closed certain days. The Kid's Place / Dreamery was great on the Sun Rise side with lots of things to keep the kiddos occupied and even could stay there. There was someone always there wiping items down! My grandson who is almost 4 enjoyed the costumes! Yes, even as members they like us to re visit our membership, so I get it! They are very persistent, and I am sorry reading reviews seem to put a damper on their vacation. This time we did bowling and Coconut Bar which was fun on the Grand Moon Side as well as visited some pools over there which were heated. Oh, yes credits you get is like play money and yes you pay taxes 16% on it, but we like using our Spa Credits and getting the palace fragrance. I would never pay $109 for this but $16 is ok w me . We also bring many $1, $5 etc with us. You don't have to tip but we believe the service warrants that, and frankly, it's your choice. We love you use your wrist band to get into your room! So convenient! In closing, please go on You Tube and watch videos people post which will greatly I believe, prepare and help you. The Moon Palace is huge! Again, thank you Shaday Guillen for making our vacation so memorable. I am very sorry, I missed names on everyone else. We meet many many wonderful workers! Please download the Palace Resort app to also help you with your vacation! Sorry I was so long :)

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