TripAdvisor Traveler Rating

We had to suffer through 2 conventions where in excess of 1600 attended The queues for everyone was not recommended The second convention where a large amount of young Americans were at the hotel and their behavior was absolutely disgusting They were smoking and vaping in public bars and restaurants They were very loud and drunk ruining the experience If you want a 5 star experience for your holiday do not come near this place.I have never wanted to return home from any holiday but definitely do from this one The staff were fantastic and should not be subjected to such behaviour ,never recommend this place to anyone

? 1 Star – A Wonderful Vacation Ruined by Dishonest Service and False Promises What a disappointing experience at Moon Palace! We booked our vacation through Costco Travel and were excited to enjoy a relaxing week at the resort. Unfortunately, what should have been a wonderful experience ended with frustration, disappointment, and a complete loss of trust in the resort. As part of our booking, we received $600 in resort credits. The resort staff specifically told us we could use $350 toward spa services and $250 toward hotel excursions. Naturally, we were excited and booked our activities based on what we had been promised. However, when it came time to check out, NONE of the credits were applied! Suddenly, we were told the credits didn’t apply to those services. How convenient that this information was only shared AFTER we had already enjoyed the services and were expected to pay the full amount. This is completely unacceptable. Guests should be able to trust the information provided by resort employees, especially when making decisions that involve hundreds of dollars. Whether this was dishonesty, poor training, or intentionally misleading guests, the result was the same: we were promised something that the resort refused to honor. What a horrible way to end a weeklong vacation! Instead of leaving with wonderful memories, we left feeling deceived and taken advantage of. Moon Palace needs to understand that beautiful facilities mean absolutely nothing when guests cannot trust the people providing the service. I would NEVER return to Moon Palace, and I would NEVER recommend this resort to anyone. If you are considering staying here, be extremely cautious about anything the staff promises, especially resort credits. Apparently, what you’re told when booking services and what you’re charged at checkout can be two very different things. Shame on Moon Palace for turning what should have been a memorable vacation into such a disappointing experience.

The sunrise playroom was our daughter’s favorite place at the resort. Everyone was wonderful but Avril and Geissy took great care of our girls.

Scam. Scam scam. If u want to be harassed about time share your entire visit, this place is for you. If u love the smell of a sewer plant next door to your room, this place is for u.

Hekner is amazing! (Moon Palace Nizuc) Best employee I’ve interacted with during my entire trip. Extremely professional, humble and just a good person. If everyone in the moon palace was like Hekner, you would get 5 stars everytime.