Moon Palace

Tan Love

Our family absolutely adores Moon Palace, especially our kiddos. This is our 3rd visit. Since they made the honor roll, we asked where they wanted to go, and without a doubt, they said moon palace Mexico. We love the service, and kids love the game rooms and kids club. The food was good and we enjoyed eating at both resorts. Please note: You'll be asked to do a 90 min presentation upon arrival after check-in. You can say NO, but if you do decide to go, please note that they will do EVERYTHING in their power to get you to buy even when they say there is no obligation to buy. They will drop the prices to get you to commit. Even when we were walking out to get the shuttle, the rep was still asking us to make a deal after we spoke with 3 people upstairs... a bit ANNOYING, but know that you can say NO and stand firm on that unless you wanna buy. We went to the grand and were not impressed at all. The kids like the pool and play room, but we all prefer the food at Nicuz and Sunrise, we felt it was way better, especially the buffet. Pizza is better at The Grand, though. Overall, we will definitely return to Moon Palace but only to Nicuz or Sunrise.

Megan Larsen

The resort was perfect! Avoid the lure of the sales pitch in order to get passes to the Grand. Stayed at Sunrise, which was perfect for our family 🫶🏻! Visited Nizuc and Grand. Nizuc pool has a waterslide for kids, but mine got bored after a few times down. Nizuc Brazilian steakhouse is amazing! The Grand is huge, the waterpark was definitely a bit crazy definitely not quiet and neither was the kids room at the Grand. The kids room for sunrise is located between sunrise and Nizuc and my daughter loved it! There are golf carts, running to take you to different places around the resort in between resorts, and there’s also a bus that runs to the lobbies of each of the three resorts located within the resort! The rooms were unbelievably clean, servicing rooms happens often and is stellar! We had partial ocean views from our two rooms. The food at the buffet was excellent every day and for every meal. Each resort also has café/bistro offering, homemade ice cream, crêpes, artisan coffee, Frappuccino’s, lattes, sandwiches…. This café was clutch, especially when my seven-year-old decided she didn’t like anything at the buffet- I.e., chicken nuggets didn’t taste right one day or another, etc. lol The sales pitch is to become a member of the resort and earn a free vacation and it’ll only cost you $70,000 unless you want a lower package which I think I blacked out at that point but maybe it’s $12,000?! Was supposed to take 90 minutes so we left our children in the room first thing in the morning (7 and 11 yo) but it was over two hours. The salesperson grew angry that we wouldn’t sign up so it wasn’t the most pleasant experience! Still giving a five stars because we loved the family vacation and everything about it!!

Taylor Gaudio

I rarely write reviews, but I felt compelled to after this experience. This resort did not meet expectations and was far from what is advertised in the pictures. The rooms were in poor condition—ours was dirty, with toothpaste scum on the mirror, cobwebs and spiders behind doors, and a persistent musty, moldy smell in both the room and linens. Basic amenities like toothpaste and toothbrushes were not provided, and the floors looked like they hadn’t been mopped in a long time. Our room was supposed to include a hammock, but there wasn't one—another example of misleading advertising. The excursions booked through the resort were overpriced; we found that guests from other hotels paid the same price but received much more value, so I would strongly recommend booking excursions independently. The overall smell around the resort was awful—every time we stepped outside, we were hit with the stench of rotten eggs. The beach was unusable, covered in seaweed, and the water was brown—not the picturesque view we were hoping for. After conversing with people from other resorts it seems to be that moon palace has the worst beach in Cancun as the other resorts have cleaner beaches and clearer water. While the staff was generally friendly, service felt rushed, especially during dinner. Restaurant options were limited, and seafood dishes tasted off, as if the fish had been sitting out too long. The only place where the food was consistently decent was Pier 8. This stay was a major disappointment and definitely not what we expected from a Moon Palace resort. Unfortunately, this was the worst vacation experience I've had, and I won’t be returning

Pedro Gonçalves

Besides the pleasant staying we had, we couldn't imagine our problems would start after the staying. We had an issue that we we had to add an extra day to our reservation, and the guy from the hotel oriented me to pay the hole reservation in upfront. Turned I payed twice, the old reservation automatically has been charged to my credit card and the old one I have already sent. I've been trying to reach out. I called, sent e-mails since 5 days ago and the resort never replies the e-mails and on the phone calls they say you have to send an email that never has a response. Be careful with them, what supposed to be a great experience turned out to be a big hell.

Amy G

We had a very positive experience at this resort in May and I would recommend it to others. As long as they are okay with the yucky beach, we're pool people so it didn't bother us. PROS: -Very kid friendly. Kids club, mini golf, video game arcade, kids activities by the pool, etc. -Golf cart service to anywhere you need to go on the property. This was so nice our kids in tow. -Room service can be pre-ordered on the app for breakfast the following day. -GOOD A/C in our room. -Very clean. -Hard working, helpful, and caring staff. -Easy to find pool chairs, beautiful pools, and easy to get food poolside. -No one got any tummy issues from the food or drinks. CONS: -Painfully slow check in and check out, and potentially long lines. -Dated lobby. -The pool area is dangerously slippery in the evening. -The buffet food was just okay with the exception of the made-to-order options like the fajitas. Those were great! -A lot of shows start at 8:45pm and that was too late for our kids to stay up.