Moon Palace

N O

It was our first AI experience, and we (two adults and two kids) all enjoyed it very much. It is nice that they keep your luggage (jackets have to be in the bag), and you can enjoy their amenities (pool/snack bar, etc.) if you get there before check-in. The food was excellent. Reservations are recommended for dinner. The snack/dessert bar, where you can also get sandwiches and crepes, was very convenient. They try to accommodate your allergies, but it was hard at the morning buffet. Just be careful. One might argue that the room is outdated, but we saw the workers deep cleaning a few rooms (even exchanging vents and stuff), so you can tell they try to keep it clean. The service was very nice. Everyone was super friendly. Bring enough cash with you (in small bills). You will die inside if you use the ATM. I ran out of cash to tip, so I took out 500 pesos. According to the conversion, it was $32.50, but they added a $60 fee. My fav part was painting ceramics by the pool. After you paint it, they dry it and glaze it for you to pick up the next day. This time, we stayed at Sunrise but we'd love to stay at Grand next time we visit.

Goutam Ghosh

positives: 1. location and view 2. beautiful pools 3. kids playrooms negatives: 1. food: The food in the buffet is terrible. The staffs are not trained to work in a '5-star' level hotel. The restaurant food is better but it is very difficult to get reservation. You have to reserve 2 days ahead. You might to have to wait for the buffet for 20-30 minutes in pick hours. If you care about having good food then don't go there. 2. spa : the facility is good but staffs are not trained for massage. They don't know anything about massage. 3. safety: if it rains it is very risky to walk around. The stairs and the door front gets flooded and they don't care about draining the water even after the rain stops. You have to bring you own umbrella, the rooms are not connected. We had to walk to our room in rain in the midnight. 4. They have golf cart for roaming around, but you might have to wait for a long to get one. 5. resort credit: resort credit policy is a scam. Do not fall for this trap. You can use these credits for very limited things. They increased the price for those things very high and you have to pay the tax for that. For example, you can use your credit for massage which costs around $400, you have to use 400 credits and around $80 tax. The regular price of a massage is around $80.

Daryl Toci

Please read before you book!! Apparently the staff at this place went on strike a little while back. I'm not sure how it shook out but basically everyone that used to be friendly and helpful and nice must have got fired. The property is still very pretty it needs updating but still nice but the food is mediocre at best. Just really bad customer service. Why have front desk people that care nothing about customer service or try to be at all helpful. Any small thing you need you will be directed to someone else and that person will tell you see another person or they too can't help. Almost the Worst customer service I've seen. Also check your credit card for fraudulent charges! Was charged money after checking out and settling bill with the front desk they charged my card another charge for more money. Called to ask what for and they can't tell me apparently I have to send an email...what a surprise they can't help again!! Save your money for somewhere that appreciates your business, because this place ain't cheap to be treated this poorly. Everyone we talked to at the resort commented that it has gone downhill since last time.

George Nikolov

Overall a great place to take your family. We had such a great time we will be coming back. Reading some of the recent reviews I'm not sure if we even were at the same resort so if you and your normal person don't take those seriously. We booked this resort because we knew about seven people stayed at the resort within the last 7 years and we were not disappointed. We find it useful to have information on how the beds and pillows were wherever we go say here we go. The beds were great the pillows were soft. Better family requested firm pillow so they were good to go. Upon arriving resort they treated us really well and went above and beyond to have our family in rooms near each other. I was pretty impressed with the app. It made it really easy to learn more about the resort what activities are going on as well booking dinner reservations. Go back to the Sunrise buffet as well as the Nizuc for breakfast and a couple dinners with no real wait to be seated. Pretty good selection and they seem to mix it up everyday. The lunch options around the pool really good. Lots of activities for the kids to keep us busy we'd been a minute partake and everything. All the staff are really friendly and accommodating no complaints their and seems to be happy. No problems with room even got a extra cot. We absolutely love the evening shows at 8:00 p.m. and 9:00 p.m. worth going to every single night. We also have resort credits and they're very clear about how you can use each part of it. Yes there 16% you have to pay add charge it to your room. It all seemed worth it. For example my girls got manicures and pedicures and it was like $5 per service per kid. I got a forehand massage and it cost me $45. Can't really think of too many people think they can improve on .

Christine N

Negative: Unfortunately, the experience is marred by poor customer service. Both the front desk and sales teams exhibit rude behavior, with an emphasis on upselling, which detracts from the overall atmosphere. They start with we are fully booked but you will have the room you booked once we get it, in mean time we will provide roller beds. The pool, while advertised as heated, is disappointingly cold, and the beach water is full of seaweed, making it unappealing for swimming. The shuttle service is inefficient, often taking far too long to arrive. Making a reservation for dinner is difficult as availability is limited, with the hotel frequently being fully booked. While the buffet is open, the food is bland and lacks flavor, falling short of expectations. The constant excuse of "peak season" seems to be a catch-all for every issue. Public relations customer service does not care to resolved issues and often say we will provide you resorts credits. Resort credits end up costing you more than what you can pay for other tours and spa service else where. The waiting staff is overwhelmed. Customer service does not offer any solutions. Overall, if you're looking for a relaxing experience, this may not be the ideal choice. Positive: The hotel offer a clean, spacious environment . The housekeeping staff is exceptionally friendly and attentive, ensuring comfort throughout the visit. the coffee shop on-site is charming and a delightful spot to unwind.