Moon Palace

G T

I recently stayed at Moon Palace Cancun for four nights—three nights at the Sunrise section and one night at The Grand. Overall, my experience was good, and it is a lovely place to be with family, but there was one significant issue that prevented me from giving a perfect score. The Sunrise Experience Our time at Sunrise was quite lively and enjoyable. The rooms were very clean, and the pool area had a great energy. The standout feature here was definitely the staff; they were incredibly courteous and did everything within their capacity to accommodate our requirements. Special shout-outs to the team members who made our stay better: • Miriam at the restaurant desk. • Isaac at Momo Restaurant—he did a great job helping us during our dining experience. • Mario at The Circus restaurant. My only critique regarding the room at Sunrise is the in-room Jacuzzi. It takes up a massive amount of space. While some families might enjoy it, it would have been nice to have the option to choose a room without it to utilize that extra square footage. Additionally, vegetarians should be aware that the Sunrise buffet has very limited, almost negligible, vegetarian options. The Grand Experience Moving to The Grand was certainly an upgrade. The atmosphere is elegant, and the rooms are very spacious. The dining situation was much better here, specifically the buffet, which offered plenty of vegetarian choices. If you don’t mind spending the extra money, I strongly recommend checking into The Grand over Sunrise. The “Resort Credit” Issue The reason I am deducting one star comes down to the “Resort Credits,” which felt like a misleading promotion. When I booked during Cyber Monday, I was told I would receive $750 in credits. Upon check-in, I was told that because of my split stay (3 nights at Sunrise), it would be $500. Finally, I only received $150. To make matters worse, using them is complicated. We were told we could use $100 toward the spa, but when we arrived, we learned we couldn’t apply the full amount to a single service due to hidden limitations. This entire process was a trust-buster. I would have been happier if the credits were never offered at all; promising a benefit and then confusing the customer with restrictions feels like a shame. Conclusion If you ignore the resort credit situation, Moon Palace is a solid choice. It offers nice rooms, great staff, and good food (especially at The Grand). Just manage your expectations regarding the promotions, and you will have a wonderful trip

Carly Wright

This resort had so much to offer for kids and grownups. It was HUGE, so we loved travelling to other areas and checking out new pools. Because it’s so big, the golf carts and lobby buses were fantastic to use. We stayed at the Grand and found everything we needed within a 4-5 min walk. Beach was beautiful. Service was great! Shout out to the Grand Kids Club- Sonia, Viri, Kristell, Dana, Ms Banana?! Our son Thomas had the BEST time there, and for the first time ever on vacation he was begging us to go every day. Which meant we got to spend time at the unique adult pool (also fabulous, quiet, relaxing and warm pool)! Thank you so much we will be back again ☺️

Sarah Singer

My husband and I are currently finishing our stay at Moon Palace the grand and the only word I have for this trip is “disappointing.” As others have mentioned in their reviews, the endless sales pitches to go spend your time at “the presentation” where they try to essentially sell you a time share is ridiculous. We mentioned that we weren’t interested no less than 5 times and continued to be asked to attend. We took a short trip and just wanted to relax. We didn’t intend to take any excursions that we would need “cash” for that they kept trying to offer. Service at the day club and Casa Mia were great, but poor nearly everywhere else. We waited well over an hour at multiple restaurants before receiving any food. I also wouldn’t say the food was that great. Additionally, the rooms smell musty and our linens definitely smelled musty as well. I had them changed and it didn’t fix the problem, which is gross. Our TV and phone in our room also didn’t work, but I’ll give them credit in that they did try to fix it. I wish I hadn’t said anything though because all this did was result in incessant knocking at our door. Further more, trying to book a return transfer to the airport tomorrow was a nightmare. I went to public relations and they once again tried to get me to go to a presentation so it would be free. I just wanted to book and pay for it. After they weren’t helpful, I called multiple times from my cell phone (again room phone hasn’t worked the entire stay) and kept getting disconnected. I finally got booked via email which was highly frustrating because they booked me a return transfer from the wrong hotel initially… The beach is also poorly maintained. There was tons of trash and we found multiple nails and sharp objects poking through the sand. The rest of the property is also fairly dirty and littered with trash. This was absolutely not worth it. I would highly consider booking elsewhere if you are reading this review.

Diep Thai

It was our first time staying at Moon Palace Resort. The resort is very well mantained and clean. Things are quite organized from welcoming, check-in/check-out, transportation within and between hotels to events and activities. You can easily fill your day with many daily shows and activities in the resort. As a family with kids under the age of 12, we found the Playroom is a treasure. It is a place for kids under 12 to play with many options from movie, jungle gym, arcade games, trampolins... to fenced in outdoor games. You can leave your kids there for few hours (they have very good security measures to make sure only you or an authorized person can pick up your kids) while you can check out some adult only bars. At night in November, mosquitos are extreme. We sat outside for dinner few days. We had great dinners, so did the mosquitos. We will definitely bring a bug spray next time. Everything is through their app, which runs a bit slow but fine on Android. Staff are very friendly and helpful. The sale team is very persistent. The resort's private airport transfer service is very professional and on time.

Nekira Cooper

We stayed at Moon Palace Sunrise for our honeymoon. The beginning started off rough due to our luggage being misplaced however it gotten better afterwards. During our stay we ran into Laura Manjarrez from PVP. I must say that our experience with Laura was phenomenal. She listened to the things that we were interested in and tailored a full week of excursions and experiences that we may have been interested in. One of those experiences was the scuba diving lesson. My husband was afraid of water and Azucena Xiu from AquaWorld made him feel comfortable enough to put on scuba gear and swim to the bottom of the pool (by the way that is a miracle). Azucena Xiu was extremely patient, knowledgeable, and calming! Before our dive experience, Laura came and checked on us, which meant the world to us! Carlos and Ivan J from the fitness center were also amazing. My husband found out that they had boxing classes there and spoke to Carlos and Ivan and was able to have a training session with them almost daily. That is part of my husband’s weekly routine and it was nice that they had staff who were knowledgeable and willing to train with people of different levels. Another person who made our stay better was Erick NOH who worked at Bumgbilias. Erik was so kind that we asked for him despite how busy his area was. My husband has seafood allergies and Erik made sure that the food was cooked separately if needed and that made us feel more at ease. The people mentioned above (and probably plenty more) made our honeymoon memorable. We spoke about bringing our entire family about once a year here due to the great accommodations and staff that we ran across. I know we thanked you plenty of times in person but again we just wanted to thank you all again for making this experience memorable.