Leandra Abreu
I visited the Moon Palace Nizuc with my family June 2024 and I have to say that even tho the experience was not 10/10 I was very pleased with the stay because I encounter beautiful people that made the bad look good like Mr Efrain at the buffet and Lucas at the pool bar. I have being an all inclusive resorts regular at many places, Dominican Republic, Jamaica, Mexico, Bahamas, Aruba, Turks and Caicos etc for many years and I'm very familiar with the system, we decided to comeback this year to celebrate our birthday sept 2025, this is the first time we repeat the same hotel but we overall had a good experience last time so we did it, we wanted to try Moon Palace The grand thinking that if the other 2 properties were good probably The Grand was going to blow our mind and we are planing our 20 anniversary for 2026 considering to celebrate it there so we purchased an upgrade to the grand for the last 2 days of our stay to check it out and oh boy, they BLEW MY MIND BUT FOR ALL THE WRONG REASONS!!!!!!!! I noticed when we got to the hotel certain things felt different since the last trip, variety of the food, options available, quality and just an overall feeling including service that were not up to the standards like last visit excluding the employees I mentioned at the beginning, they remained as amazing as we remember, but we went ahead and started enjoying our stay, Saturday sept 20 was the day we moved to The grand and since we were excited about exploring the best property and the water park for the kids, we left early to the property, we know rooms were not ready yet because was early but we wanted to spend the day there since we were entitled to anyways and just get the room whenever ready, we wanted to explore it all, when we got to the Grand lobby as soon as I told them I had and upgrade their demeanor shifted and they kind of made me feel like I was there for free and not a paying customer, they told me that check in for the upgrades were at 6 in the afternoon (which I don't understand since they knew since Wednesday that we had a reservation for Saturday and should be expecting us), I found that strange because check in is always at 3 and nobody explained that to me when I purchased the upgrade but I figured that we could be enjoying the pool and the areas until room was ready, anyways they never take that long to assign a room, I was so wrong. Around 5:40 and after various attempts to check with the concierge there was still no room for us ready , we were tired, it was pouring outsidE, we wanted to rest before preparing for dinner. I approached a manager that I saw around the pool area explained the situation, he called the front desk and just then all of a sudden they found a room for us, when we got to the lobby I was disappointed, I think that the fact that we needed to speak to someone else shows lack of care. I have to say that by this point I was upset to say the least, just the overall atmosphere was not right, when on vacation people is looking forward to feel special, relax, is way more important to have good service than good food, when the service is good everything else feels right. At the lobby I requested to be sent back to my previous property, since the beginning I didn't feel welcomed, when I requested a manager at the lobby to explain that I wanted to go back to the other property they told me it was a different hotel and they couldn't do anything!!!!! !!IT is all the same complex, they actually charged me at the other property and all of a sudden they don't belong????I told him I didn't care about the money I payed if they didn't want to refund my upgrade, I just wanted to go where I felt welcomed and pampered, THEY COULDN'T CARE LESS, they didn't even try to make amends or compensate with empathy and willingness to help. I cried out of frustration. I told them it was ok, if they didn't want to do anything I was just going to hold on for 2 days, I just wanted to leave!!!!! this was the opportunity the hotel had to impress returning customers, you fail miserably!!!!!
John Montes
We’re currently staying here, and after just one night of a four-night stay, I can confidently say: don’t book this hotel.
We absolutely love Riviera Maya and have had incredible experiences at places like Xcaret Arte, Hyatt Moche, TRS, and Catalonia. Sadly, this hotel doesn’t even come close. From the moment we checked in, the experience has been subpar.
Right after arrival, instead of a warm welcome, you’re sat down and pressured into attending a 90-minute “breakfast” sales pitch for a timeshare. Anyone who’s been to Riviera Maya knows timeshare offers are common—but here, they don’t take no for an answer. If you decline, they keep pushing. The worst part? We got an unsolicited wake-up call at 8:30 am on our very first morning just to pressure us again.
Here’s why I’d recommend avoiding this hotel altogether:
• First impressions fade fast. The lobby and main restaurants look beautiful, but step outside that area and it’s a totally different story—dated, poorly maintained, and the rooms feel like a step back into the 1990s.
• Staff attitude is disappointing. Normally, the people make a resort special. Here, the staff seems indifferent, unhelpful, and even bothered if you ask a simple question. Management clearly needs to invest in employee training and engagement.
• The timeshare team is relentless. They’re pushy, intrusive, and ignore every “no.” Even asking the concierge for basic info turns into another pitch for the breakfast presentation. In under 24 hours, we were asked four separate times, including that 8:30 am call—apparently a “standard practice.”
When I tried raising these concerns with public relations, I was dismissed. Instead of empathy or reassurance, I was told the wake-up call is “standard” and offered a room change. Considering we’re here for our anniversary, you’d expect at least some effort to make it special—a dinner gesture, an acknowledgment, something. But nope, not here.
Bottom line: do yourself a favor and spend a little more at Arte, TRS, or Moche. The difference in service, hospitality, and overall experience is worth every penny.
Veronica Milne
Literally the best all inclusive I have ever been too. The food at the Italian place just outside the main lobby is so delicious, the library bar is awesome. Espresso martini, Smokey old fashion, delicious. The golf course is challenging, but fun. Bring lots of balls, the gators and snakes keep you from going to far to look for your ball. The beach really is the only place that I would say isn’t incredible, however it is walkable easily as long as the seaweed has been cleared out so you don’t vomit from the smell. The water park and kids/ teen areas are top notch, and the condition and decor is all around is well done.
Alex Shah
This was by far the WORST resort I have ever stayed at in Cancun, and I’ve been to several. Where do I even start?
Cockroaches in the room – yes, actual cockroaches crawling around. Completely unacceptable for a so-called “luxury” resort.
Horrible transportation system – it takes 20–30 minutes just to get a golf cart to pick you up. You waste half your vacation just waiting around.
Zero customer service – staff doesn’t care, nobody follows up on complaints, and the managers are nowhere to be found.
Contaminated food and mold – the restaurants are a nightmare. Food tasted off, and cleanliness is nonexistent. It honestly felt unsafe to eat there.
Pushy timeshare sales – instead of focusing on guests, they harass you nonstop to buy into their timeshare scam. That’s clearly their main priority.
Creepy atmosphere with animals all over – stray animals roaming the buildings day and night. It felt dirty and unsafe, not like a relaxing vacation.
This is hands down the worst resort in the entire Cancun area. Don’t waste your money here. There are so many better options where you’ll actually be treated with respect and have a clean, safe
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Carlos,
I did reached out to your guest relations team. All they did was false promising that all the issue will be resolved. No follow up by them to see if issue was resolved. Zero respect for customer who spend thousands of hard earn dollar to receive worst service, stale food, mold, and rude environment. please try to stay at your property as a guest and you will understand what type of services your resort is offering!!!!
I have read all your generic response that say...how you can help during the stay to all the customer....their is NO help ...only ignorance!!!
Lynda Alvarado
Top-Notch Experience — No Need to Leave the Resort
This resort truly offers everything you need for a great vacation. There’s an abundance of food, a wide variety of activities, and plenty of options to keep everyone entertained. It’s an excellent choice for families traveling with kids and teens—a perfect mix for all ages.
Our children especially loved the circus-themed restaurant, the massive slides, and the arcade. We enjoyed relaxing in the lazy river and appreciated the overall elegance of the hotel. A standout feature was the complimentary shuttle service to nearby sister hotels, which were just a short ride away. The Japanese restaurant at one of the sister properties was fantastic, offering flavorful sushi and a great selection.
My Booking
