Moon Palace

M Ga

Vacation for 7 days in October 2025. We strongly advise potential guests to avoid the Moon Palace properties (Nizuc, Sunrise, and The Grand). Our recent experience, priced at approximately $7,000 for the stay, delivered a level of service and quality that was entirely inconsistent with a luxury resort price point, resulting in exceptionally poor value for money. Overwhelming Crowds and Atmosphere The sheer scale and density of the Moon Palace complex result in an atmosphere that is far from the relaxing resort experience advertised. The common areas, pools, and transition points were constantly congested, giving the property a high-traffic, chaotic feel that more closely resembled a crowded public space than a secluded getaway. Unacceptable Check-In Delay Our experience began with an operational failure at check-in. Despite arriving at 2:00 PM, our room was not made available until 5:00 PM. A three-hour delay is unacceptable for any hotel, especially one commanding premium pricing, and significantly detracted from our first day. Disappointing Dining and Unusable Beach The food and beverage offerings across the available restaurants were consistently disappointing. We found a noticeable lack of variety in menu choices and the overall quality of the cuisine was subpar. Furthermore, a primary amenity—the beach—was unusable throughout our stay due to excessive sargassum (seaweed) and polluted water conditions, severely limiting our access to the oceanfront. Conclusion Based on the combination of inefficient operations, overwhelming crowds, disappointing culinary execution, and unusable coastal amenities, we found the experience at the Moon Palace complex completely unjustified by the substantial $7,000 cost. This complex fails to deliver the promised luxury resort experience, and we cannot recommend it.

Kayla Hall

I recently spent a week at this resort with my family, and I can confidently say that it is one of the best resorts I’ve experienced in over 10 years of traveling. We participated in a workout class led by a personal trainer named Carlos, and it was both amazing and fun. His energy and expertise truly stood out. During our stay, there was a brief issue with the water being cut off for a day, but the staff handled it seamlessly by moving us to a temporary room without any hesitation. Their responsiveness was impressive. The food was a solid 10/10, and the top shelf liquor added to the overall experience. The facilities were impeccably clean throughout our stay. The only downside was the occasional unpleasant seaweed smell at certain times of the day, which is beyond the resort's control. Overall, I had no desire to leave the resort because everything we needed was right there. I highly recommend this resort for a fantastic family getaway!

Mia

During a recent week dedicated to celebrating my mother's 86th anniversary, I encountered several issues during our stay at the hotel. Upon arrival, I found that the originally booked ocean-view room did not have a functioning elevator. Since my mother uses a wheelchair, we had to request a change to another room that provided access to an elevator. Unfortunately, the elevators at the property were not operational as expected, which was particularly disappointing given the premium rate paid for a six-night stay. The front desk staff attributed this complication to the booking platform, suggesting that an upgrade for an additional $400 per night was necessary—an assertion I found unreasonable and excessively costly. Consequently, we experienced multiple room changes over two days before finally settling in a ground-floor room with a partial ocean view, which did not meet the original expectations of the reservation. I would, therefore, choose not to return to this hotel in the future. Additionally, I was disappointed to learn that the beach is not suitable for use from April to October. The restaurant staff demonstrated exceptional friendliness, especially when contrasted with the front desk supervisors, whose attitude I found lacking in professionalism. Specifically, an individual named Marco appeared unhelpful and offered no viable solutions during our interactions. It appears that local employees are generally courteous, whereas the English-speaking front desk staff could benefit from improved customer service skills. On a positive note, I commend the golf cart operators, bathroom and room cleaning staff, waiters, and show hosts for their professionalism. Alexis, from the public relations team, was also commendable for demonstrating empathy and effectively addressing our concerns. The rooms are notably small and lack comfort due to their layout, and the hotel would benefit from renovations to modernize its facilities, as it is quite dated. Nonetheless, the green areas are well-maintained and visually appealing.

Antonio W. Nunez

DO NOT STAY HERE We knew things were off the moment we arrived. The bellman was uninterested unless a tip was in sight, and check-in dragged on far longer than it should have. After the lengthy check-in process, we were told our room wasn’t even ready. We had to wait another 45 minutes before finally receiving our keys. When we finally got to the room, it was another disappointment. The sheets were stained, several lightbulbs were out, and the entire space did not feel clean. Definitely not what you expect from a resort claiming to be luxury. We told the front desk we were hungry and wanted to grab a bite. Instead, we were told we had to meet with the “concierge” first to get “oriented.” That “orientation” was nothing but a hard sell for a “presentation breakfast.” We made it crystal clear we were celebrating our anniversary and not interested. He cut me off mid-sentence and insisted on finishing his pitch anyway. When we again asked where to eat, he pointed us to the buffet. We arrived to the buffet with three minutes left before closing. The food was cold, there was almost nothing left, and the staff made us feel like a burden—no warmth, no hospitality. The next morning at 8:30 AM, the “concierge” called our room to again push the presentation—on our vacation, on our anniversary, and after we had already declined. Completely tone-deaf. When we later went to speak with the guest services representative about it, we were told this was standard practice—they call every guest at 8:30 AM to pitch presentations. Absolutely unacceptable. To make matters worse, her only “solution” was to move us to another “clean” room, which would have been the exact same rundown type of room we were already in. She offered no real solution, barely an apology, and left us feeling dismissed. This stay felt like a timeshare sales trap wrapped in an all-inclusive label: slow service, unfriendly interactions, tired and poorly maintained rooms, and relentless pressure to attend a sales pitch instead of actually enjoying the resort. We travel often and know what good service looks like—this wasn’t it. Bottom line: If you want a relaxing, guest-focused experience, look elsewhere. The aggressive sales tactics, poor service, and rundown rooms ruined what should have been a special

Francé Rivera

We stayed at Moon Palace in the Sunrise building for our honeymoon for 5 days, and overall, we left disappointed. While there were a few things we enjoyed, the negatives unfortunately outweighed the positives. The good: the entertainment by the pool was lively and enjoyable, the drinks were solid, and the lobby area was beautiful with a pleasant aroma throughout. Those small touches made the first impression feel promising. However, once we settled in, the issues quickly became clear. The food was consistently a letdown – untraditional, served cold, and simply not what we expected from a resort of this caliber. Room service was another frustration; every time we ordered, the wait was excessively long, whether it was food or just basic requests. We were also given “resort credits” that sounded like a perk, but in reality, they were nearly impossible to use since they only applied to very specific things. The pools, which should have been a highlight, were dirty and poorly maintained. Cups, straws, and trash would sink to the bottom because people would throw them in after finishing drinks, and it didn’t seem like staff stayed on top of cleaning it. That really hurt the experience of relaxing by the pool. What made it worse is that this was our honeymoon, something we made sure to mention at check-in. We were hoping for at least a small acknowledgment or gesture, but there was nothing—not even a note in the room. For a resort that markets itself as luxury, that lack of attention to detail felt especially disappointing. Overall, while Moon Palace Sunrise had a few enjoyable aspects, the service, food quality, and overall cleanliness left us feeling like this was far from a special honeymoon experience. It was okay for a first-time visit, but we would not come back and certainly wouldn’t recommend it to others.