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

36560 TripAdvisor reviews

TripAdvisor users rated this property 1 out of 5

Decent resort, but rooms with many ants

windong20 on Jul 04, 2022

I really wanted to like this resort, but these ants really ruined our vacation. Our room was perfect for a few days until we found so many ants. We only used our room to sleep and never ate any food there, and one day my child opened a bag of chips, left it open for about a hour, and noticed there were ants inside the bag. Then, I looked closely on the countertop, table, floor, and bed, and it was everywhere. At first, I did not make a big deal out of it, but I reported this to the public relations, and their response was basically "it's a part of the nature" and did not care to do anything about it. Wow... I did not expect that. Now for the rest of my vacation, my day starts and ends with killing these ants. Sigh...

TripAdvisor users rated this property 2 out of 5

Terrible customer service, cockroaches, needs updating

m0mt02 (Midlothian, Virginia) on Jul 03, 2022

Do NOT waste your time on the 90 minute presentation. The hotel promise resort credits and then take them away if you do not buy into their membership. Total waste of time and no one in customer service cares to make it right, even though it was in writing. I was electrocuted by an outlet falling out of the wall. Two out of three of the rooms I booked had several cockroaches and spiders. Rooms are terribly dated. Customer service could care less. Pools were nice, but alcohol selections are very limited. Hygiene standards among bartenders and servers leave a lot to be desired, If you are accustomed to 5 star resorts, please think twice before booking. Although we had all these issues and several more, we tried to make our best out of our family vacation. Erick, the manager at the Brazilian Steakhouse was amazing. Also, the hibachi restaurant was very good. If it weren’t for the pools and these two restaurants, I would have given a 1 star rating. Pay a little more money and stay elsewhere.

TripAdvisor users rated this property 4 out of 5

Go back every year

geralynm2021 (Denver, Colorado) on Jul 03, 2022

The resort is the best I have stayed, obviously not everything will be perfect but it is minimal. I do feel the workers need more compensation for their long days work and rude high end members, we are all human and deserve respect regardless of who we are. The resort is beautiful, just the sea water makes it down grade, it's so dirty, you do not feel like getting in. Also, the whole membership ordeal is a hassle and annoying.

TripAdvisor users rated this property 3 out of 5


vanesberge on Jul 03, 2022

We visited moon palace in November of last year as a family of three, my husband and I with our 3 year old. We stayed at sunrise and when we first walked into the lobby, we were underwhelmed with how dark and musky it was, certainly not the vibe you want at a beach hotel. Check in was smooth and we went for lunch while we waited for our room to be ready. We were able to check in around 4:30pm. Our room was fine, a bit tight when we had a roll in bed come in for my daughter but overall fine. You need to take golf carts to go everywhere but they came very frequently and my daughter loved it. They have an amazing kids club called playroom at all three locations - it was so well suited for little ones with a themed room for about anything your kids want to do - a doll room, a mini movie theatre, arcade room, slide, trucks , fashion show room - super impressive and the staff were all so lovely and kind- it felt very safe and they can communicate with you through WhatsApp - the downside for us, was they wouldn’t take our little one as she was under 4 years old - but we still went there as a family to enjoy it - they also have a mini put which was great. Food - the breakfast was good, what you expect from an all inclusive buffet. And dinner options were great - we really loved the Italian restaurant by the golf course. Lunch on the other hand was not as great - if you were by the pool you had limited option for food other than fried food or pizzas and service took a very long time. You could go to the buffet at lunch but it was not great. Drink service was hit or miss - sometimes coming often, others you would just walk to get your own drink. The kids pool area at sunrise was also perfect for my little one - she loved it. The beach was not great- dirty water and sand and seaweed but we aren’t beach people so we didn’t care. The shows were okay - nothing over the moon. Be careful walking around and the floors are very very slippery when wet. Like many, we did the 90 min tour and presentation for the pass at the grand - they were so pushy and rude and it was more like 2.5 hours - the second person said to us “you can’t afford XXX a month, why?” It was condescending and unprofessional. Lucky our daughter had a meltdown and we’re able to just leave. The pass was worth it in the end - the water park at the Grand and the food was awesome. Final Verdict - it was fine, kids playroom and pools were amazing but overall just a fine experience and not the best we have had in Mexico. Would we go again? Not likely.

TripAdvisor users rated this property 5 out of 5

Stay here

David_Hernandez_1970 on Jul 02, 2022

This place knocks it out. The food is great and the service is great. The owners paid out-of-pocket for all their employees during COVID and the employees appreciate it. They bust their tails. Shout out to Federico the cart driver who we abused for an hour with schedule changes and multiple locations. Sorry, but thank you for your flexibility. We did SCUBA with Jose, Alan and the Torriito II boat crew which was great. Thanks again Federico! Betyia at the spa was heavenly. Eduardo Sanchez kept our room clean and filled out favorite drink preferences. Fernando the Pool Concierge was attentive and also busted tail. The pony rides were great. The The kids enjoyed the kids playroom. All was awesome!!! No question at all. Trust me when I say, come here.

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