TripAdvisor Traveler Rating

Ernesto always has the best ice cream! We always are so excited when we are able to spend time with him on our vacations, he makes everyone feel so welcomed here in Mexico. We look forward to seeing him every time we come here, he always brightens up our day. The dancing chef!

WORST EXPERIENCE. Completely ruined our entire wedding and didn't seem to care. Over booked, we had NO toilet paper or towels until we asked because housekeeping "didn't show up". On our wedding day, didn't show up as scheduled and then wanted me to LEAVE the room while getting ready to THEY could clean. Umm...why ask me to schedule it. Would never recommend.

We have just spent 16 wonderful days at Moon Palace, Cancun. The first year we came to escape the weather in UK. This is our third year returning at Easter with our girls, now 13 and 11. We all love this place for so many reasons, Nizuc in particular which is perfect for the age of our children though I am sure when they hit teenage years, they will prefer the more animated Sunrise next door! We stayed at the opulent Grand as part of our first trip here, but felt it was too large and spread out for us. We all prefer the smaller feel of Nizuc. It affords the children a wonderful sense of freedom and allows us to relax more knowing that they are comfortable to wander around safely. This time around they also loved the independence of catching a lobby to lobby bus or a buggy to and from Sunrise. What brings us back each time as well as the fabulous weather is the amazing staff, the high levels of service and the variety of excellent food and endless supply of drinks and snacks. MP have wonderful employees. They are such an asset. The ground staff keep the property looking pristine and maintenance workers are out regularly checking to see what needs attention. The housekeepers and room staff come daily. Servers are friendly. Drivers are gracious. Entertainment staff, amazing. If MP could improve one thing it would be the administration. Their systems sometimes let them down and it can be frustratingly slow being passed from pillar to post to get things resolved. During our stay we ate at least once in all the restaurants at Nizuc and Sunrise including those at the golf course. They were all fabulous. Getting reservations during the first week (spring break in U.S was in full swing) needed an app check in the middle of the night which was OK as one of us generally woke anyway due to jet lag! You can only reserve 4 restaurants anyway; the rest you just rock up and ask for a table. They quoted 1.5 hours when the resort was at 100% capacity but we never waited more than 45 minutes and we just went to the bar or the Wired Lounge with the kids while we waited. You have to be patient and run with it. We tried The Pub at Nizuc this year. Lovely cocktails including the Dark and Stormy and the espresso martinis were good too. The only place still to check out is the nightclub! The teenagers were queuing up to get in as we passed it. Second week was quieter and we were able to just turn up and walk in for the non reservable restaurants. The coffee shop is great. The kids used it ALL the time. I used the app to order coffee and biscuits from there in the morning and picked them up on my way out. The Sunrise coffee shop is bigger and has a better selection of ice cream in my kids’ opinion. Not sure why you have to ask for biscuits at Nizuc though. They are there to help yourself at Sunrise! Spa treatments are lovely. I had massages and facials. My husband had back massages and the girls had mani pedis twice. The spa at the golf club is especially lovely. The beach has the most wonderful sand. The water looks murky but the workers do a stirling job trying to keep on top of the seaweed that nature sweeps in from the ocean. It’s a thankless task and they are brilliant at trying to keep on top of it. We want to give a shout out to some of the amazing staff without whom our holiday would not be so memorable: the entertainers, in particular, Isaac and Raymundo but also Kevin, Boris, Doris and Paola. Our girls love them but they still miss Karina from our first visit. Ana Kaheri who runs the morning yoga classes is wonderful and the Saturday morning session on the terrace with the musicians is delightful. The resort should really promote this more. We loved Benito at the Nizuc lobby bar who always had a smile and was so lovely serving the children too. My husband and I would spend a lot of time around Palapa Delfines where the servers go above and beyond to make sure you are well fed and watered (or tequilad!). We loved Magdiel Chan. What an asset to the team. Miguel and Victor were also great. Fernanda in El Manglar was by far the best server we came across and we adore Antonio for our eggs. He’s a legend. Breakfast would not be the same without him. So sorry to miss him on our last day. Next time my friend! Other stand outs for their service were Bibiana and Sebastian on reception, Astrid in Pier 27 and David and Lucia (vacation planners). We wanted to thank Giselle Catarina Orta who handed my daughter’s phone in to reception. We never saw her but I hope someone will thank her and we will look for her next time! Till then…:)

Ernesto is the best!! Goes out of his way to make it a great experience for the kids!! Took time out of his day to find us a table and chairs and bring our boys ice cream and take pictures for us. He even did a dance with our boys, our boys couldn’t wait to for him to find him everyday, usually a few times!!

Arrived Monday night picked up at airport, moon palace airport & airport driver is friendly, All workers speak some levels of English, so communicate is no problem, never experience something like this is Mexico and you need to speak Spanish thing, a plus for this. Room is smaller than what I think in the picture, maybe because is they have a jacuzzi include, there is no sofa bed so we asked for extra single bed -2 queen+single bed, - basically only a walkway left after that, for a week vacation is no problem. We booked Sunrise the lowest of three resorts in Moon Place, both 2nd & 3rd are allow to use each others restaurant & facilities, you can also buy a day pass to experience what in the Grand resort, another plus for that. There are many things for kids to like arcade room, water park, mini golf etc to keep kids busy. Food: Mexican food is nice, Italian food is ok, Oriental / Indian food I would rate terrible, another thing is that steak in seafood house is better than steak house LOL. Yesterday rained most of day, ceiling drips water, maintenance came and told us we need to relocate, told will call me 10 minutes to let us know about new room which never happen after 45 minutes, I end up go to lobby asked front desk, took almost 20 minutes for front desk find out what's going on and give us another room. Came back from dinner after one hour, found out our luggage are not transfer to new room as request, has to call again and also the extra bed, out of curiosity find out key still able to open old room, went in got my luggage, received new extra bed shortly but no pillow+quit - still not show up after 20 minutes, luckily old room is just few rooms away, went back to old room got pillow+quit, also exchange the coffee machine next morning 6am as one in new room doesn't work, didn't bother to call service and wait for who knows how long? So far experience is average, room relocate does make me a little upset, guess it's because old room is only few rooms away so I able to easily get my stuffs and what I need. Half way through my one week Vacation now, hopefully no more surprise.