***!!DO NOT BOOK WITH THIS COMPANY IF YOU HAVE AUTISTIC OR MINOR CHILDREN TRAVELING WITH YOU!!*** We booked our entire stay for one price by calling Palace Resorts so that we could bring our children, two minors and our autistic son, and be in rooms next to each other. We were told on the phone that having rooms next to each other would not be an issue. We arrived in Cancun, the check in desk says immediately that there are no two rooms available next to each other or even in the entire resort with two in the same building. The only way we would be allowed to have rooms next to each other was to spend $1000 USD more so we could be near our autistic son and minor daughter. Then, at 11pm, our room flooded and all we were offered was another defective room that was not next to our children and $240 --that was after we asked for more than two free massages. We didn't even get help to move bags, friends from another building came to help. This company is masterful in providing the most elaborate run-around I have ever experienced. You will never talk to the same person twice, and they will only tell you "we understand", and "I will look into it". You will not hear from them. I have never had a service company lie like this company. The "Public Relations" department won't even say what happened in our room and want us to sign a release that states we will never say anything bad about them. See attached. GO WITH IBEROSTAR......we used to use them, but some friends said we should give Moon Palace a shot. It's almost inhumane the level of inconsideration and disrespect we endured. SIDE NOTE: Where water shoes in the pools. As the pools are very old, the old tiles have broken and become sharp. I cut my toe (not badly) the last day in the pool with my youngest son on broken tile. I'm not the only one this happened to. read more

Moon Palace Cancun - This is the release they wanted us to sign three days before the last date stated on the paper. - Resorts Near Me - Cancún, ROO

The location is beautiful and the staff were wonderful. Delicious food at every restaurant. Truly enjoyed every day of our week-long stay. Alfredo, who worked at the adults only pool, provided the absolute best food and beverage service ever! He was a pure delight! read more

Beautiful place but ENORMOUS!!! You must travel by golf cart everywhere unless you want to walk in the scorching heat and walk around disoriented unsure of where to go. The food is amazing and if you only go to Bugambilias you're already winning. The staff is super friendly and the rooms very clean. The only reason we did not give it five stars is because of the membership presentation (they say it's not a timeshare but it's very timeshare-ish). Base package was $100kUSD and after we said no we could not leave. They kept in bringing in a closer and then the closer to the closer. We should not have done the meeting but the offer of free admission to their water park (which would have cost us $800USD) was too good to pass up for a 90 minute lunch meeting. Once we finally made it to the water park we realized we would have been more annoyed at paying $800 for access since it was not worth it (in my opinion). Of course, the kids had tons of fun and they loved it but looking at it from my adult, financial perspective, it would have been worse to pay for it. Overall, I would recommend this resort and would return. One thing worth mentioning is that if you book via Expedia you will not get the free airport transfer or other things that are posted on the resort website. It was still less expensive via Expedia so in my mind worth paying $240 for round trip, pri airport transportation for 7 people. read more

The workers are very aggressive and definitely decide to help certain people before others. If you have the money, definitely go to the other resort nearby because the workers are much more kind and helpful. read more

We spent an amazingggggg week at this resort! It has fantastic entertainment - MJ show to aqua acrobats to a cyclist on a tight rope to fire shows on the beach! The restaurants has good food - which often times at all inclusives is an issue. Loved the Indian, Japanese, and Italian the best! We had an issue of the bathroom pot being disgusting when we checked in. They didn't get it taken care of immediately honestly which sucked. But we got two free massages to make up for it! Ah well. The massages kinda made up for the gross poop in the bathroom! Lol read more

This was the third time we stayed in Cancun and literally the best experience we've ever had. We stayed for two weeks in August to escape the heat and smoke in Washington. There are positive and negatives to this review so let's start from the beginning. We booked everything through Costco Travel. We flew on United from Seattle through Denver. Any expectation about space on the planes like unfilled middle seats didn't happen. Every flight was filled to capacity and it would have felt more comfortable to stand than cramped with non-existent knee space. What was nice was arriving at Cancun at mid-day. Avoid the timeshare people as you leave the baggage area. They are persistent! We arrived at the resort and amazing service started immediately. Before we made it inside they checked our bags, gave us drinks and flowers. Our bags were tagged and delivered to our room. Check in took some time but it was expected. Everywhere we went we were provided with hand sanitizer and reminders that masks were required. Distancing and health precautions were greatly appreciated. There are two negatives about the resort. The first was the seaweed. Our first room was close to the water and the smell of the seaweed permeated everything. The second complaint, the beds were narrow. There were four of us (two adults and two children) which made sleeping arrangements uncomfortable. We asked to switch rooms and were immediately moved to another area of the resort. All inclusive started in the room. Fully stocked mini-bar, a bottle of wine, and multiple bottles of liquor. The pictures speak for the resort. When we wanted to get in the ocean we took a cab to Beach Palace in Cancun. The water was amazing and the service was great. The restaurants at the resort were remarkable and access to Nizuc, Beach Palace and the sister resort in Cozumel for the restaurants and amenities were all included. Momo was the best but every restaurant we went to and the service was remarkable. The restaurants at the golf course were great and the drive over in the golf cart had us seeing some amazing animals along the way. Activities... Lots of pool time, skip Xel Ha and spend time at Xcaret. The show alone at Xcaret was amazing. Mini golf and the bike tour were fun, we got to watch as they released sea turtles. We were there long enough that we used the laundry service which was great. read more

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I cannot even begin to express how wonderful this resort is. Besides it just being a fabulous place to vacation, with lovely accommodations, the staff are absolutely wonderful. We have been down here for a week vacationing with our entire extended family. During our stay, my 6 year old nephew had a horrific 13 minute seizure and we messaged Ever, our butler. He has been absolutely amazing this whole trip but he went so far above and beyond getting medical personnel to the room immediately and arranged for an ambulance to get my nephew to the hospital. It didn't stop there....While my nephew was at the hospital, he arranged to have their room filled with balloons and surprises for when he returned, and even bought him a stuffed Picachu to make him feel better. The level of pure love & human kindness showed by this amazing man brought us to tears. He has checked in with us all day every day since the event. He is truly an amazing human being. We will for sure be coming back to enjoy this amazing resort and amazing employees. read more

Moon Palace Cancun - Ever & My nephew, Hudson. - Resorts Near Me - Cancún, ROO

We stayed in mariachi in sunrise. Unfortunately, while the luggage was delivered via bell boy - which we were told we had to be there for, we were not delivered to the room. Trying to find the room, we learned just how massive sunrise (not even the whole property is). We've stayed at a few a/i before, but never one so massive. We got lost a few times (and bumped into several other very lost people) before finding our room. The room itself was nice, I liked the CHI products... I do wished when they turned over your room and restocked, they restocked with CHI instead of generic products. The bed was gargantuan. Our friends came over and stated they had a california king at home, and this dwarfed their bed. However, they did not provide a blanket with it. We had to call housing keeping and request it. Getting a reservation for any of the restaurants was impossible, and it didn't work on the app. We were unable to get a reservation any of the nights, which is part of the reason you stay at an a/i. We had friends staying at beach palace and we ended up taking the shuttle over to see them and have dinner with them. Room service wasn't worth it - it took over two and a half hours to receive the food from after you order. We usually like to do at least one excursion while we are there. But the buses for those leave (depending on the excursion) between 6-7. The issue with that is the buffet doesn't open until 6:45. So getting food prior to the excursion proved to be a challenge. Also, would have like pastries at the coffee shop. Croissants or something - minor detail. The staff was wonderful, accommodating and friendly. They were all wearing masks and taking covid safety precautions. read more

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We just returned from our 4th visit to Moon Palace. We've stayed two times at Sunrise, and two times at Nazuc. Both resorts are great and have tons of dining options. Up until this most recent trips, I really wouldn't have any cons at all, but we did notice some things slipping from our previous stays. I'll list cons first as there are many more pro's to follow: Cons: 1-Admin Staff - By this I mean any person who sits in front of a computer. It took over an hour to get checked into our room. Then about 30 minutes to check out at the end of the week. My wife sat for 1 1/2 hours with the spa woman to schedule a massage and two pedicures. I cannot fathom what they are doing on that computer, but it is literally something that should take 5 minutes, they stretch into over an hour. We left $1200 in resort credits there since we were so frustrated with the "computer people" and did not want to waste more time sitting with them. 2-Room Service - Not sure what happened here, but it sucks! Really slow on delivery, missing items, and all the food is completely cold. This was never a problem on previous visits, but this last one was awful on all occasions that we ordered room service. 3-The Beach - This has always been an issue. Not the blue Caribbean water you're most likely expecting. Brown, murky water that smells like dead fish. We knew this coming into our 4th visit, but good to know for someone who's not been here before. Pro's: 1-Staff - Besides the Admin Staff I reference above, everyone else is outstanding. From housekeeping, luggage carriers, bar tenders, servers etc., they all do a tremendous job! Hospitality is definitely their #1 priority. 2-Pools - Especially since the beach is not great, the pools make up for it. Multiple pools at Sunrise and Nazuc that are connected with bridges and multiple swim up bars. It's probably the best pool set up I've seen at any hotel/resort anywhere. 3-Restaurants - So many dining options, you won't even be able to get to them all. Momo was by far my favorite. Smoked BBQ out by the pool is a close second place. The International Buffet at Nazuc is probably the best of the buffets and have a little bit of everything. All the food and restaurants is quite good (except room service). 4-Rooms - We most recently stayed at Sunrise, which the oldest part of the resort, but the rooms were recently remodeled and are very nice. Had a nice hammock on the balcony for naps, and large tiled bathroom shower and great beds. I slept like a baby the entire week. 5-Resort Maintenance - They are constantly mowing, trimming, painting everywhere. This place is massive, so I'm sure upkeep is more than most people would think. It's really in great shape due to the constant upkeep. 6- Excursions - If you can stomach sitting with the "computer people" for hours, the excursions are really worth it. We did a catamaran tour to Isle Mujeres which was awesome, and a really great snorkeling trip as well. I really just with it was easier to book these things. read more

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Be very careful of accepting any offers from them! they are very sneaky and like to withhold information from people and then you are bombarded last minute by hundreds of dollars worth of hidden fees. do not accept a presentation tour of the grand!! The only reason they give it out is to aggressively convince you into joining their thousand dollar vacation membership, which is a huge scam. My mother and I learned the hard way by joining So I'm telling you, Do not join!!! and be very careful about offers like a room upgrade spa credit and free transportation. All of these things were offered to me by friendly resort employees and when I went to check out, I was bombarded with almost $400 worth of fees that was not informed about when accepting these offers that they said were complementary. they told me l can't check out without paying the fees which caused me to spend unexpected hundreds of dollars and almost missed my flight to the airport on top of not being able to use the "complementary" transportation back to the airport that I was offered initially. aside from that the resort is absolutely beautiful and the workers are so respectful and friendly. There's a little car to drive you around the resort to your room in different destinations super cute. I had a great stay apart from the scams and hidden information. read more

Moon Palace Cancun - golf course - Resorts Near Me - Cancún, ROO

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Despite multiple reviews about the property I found it to be extremely pleasant, taken care of for the environment, and the workers were pleasant every time. Yes the beach has seaweed but if you leave the resort you should find places to visit the beach. I also noticed the same thing with water not going down the drain and some air conditioning issues in the hotel. But we figured out the balcony door is directly tied to the AC. So if it's unlocked or not closed all the way you'll have some issues. Other than that the bartenders at the resort specifically the pool bar (Zacharia, Jose, y Carlos ((I may be missing some)) made our trip so fun and welcoming. We had the best time and the resort is huge full of enough events to keep you entertained if you just watch or play along. read more

We spent a nice relaxing week at Moon Palace Cancun, Sunrise. Our stay was booked through a residence member via a social media group. I was quite surprised to see a wide variety of reviews, mostly negative. We had an overall positive experience, but there were certainly some unsavory aspects which I will outline in detail. Our arrival and transport was included with the booking, and went just fine. We waited maybe about 15 minutes. The resort is about 15-20mins from the airport. Check in was smooth and easy. A "specialist" was assigned to help us get the lay of the land. From he moment you walk in, they try to sell you on a membership and offer incentives to do the 90 minute talk about the memberships. We knew from the beginning this is not something we were interested in so we simply kept shutting down the conversation. Our room was ready right away and had a nice ocean view, right near the Sunrise lobby. The room was fully stocked with drinks, including liquor. The first task was to secure restaurant reservations. Then we scheduled got a massage at the spa for the next day. Unfortunately nothing was available the first night. So then we of course hit up the pool and bar right away! We waited until about 7:30 and got a spot at Momo (not teppanyaki). The food was fantastic! It was hard to not order everything off the menu. The first full day we started with breakfast at Riviera Maya on the golf course. It is definitely worth the trek in the golf carts to eat here. Another fantastic restaurant. My husband enjoyed the massage. I returned to the specialist to try to secure day passes to the Grand. This experience left a sour taste in my mouth and confirmed the fact that I would never want a membership with this resort. My reservation through the member included resort credits, which could be used towards day passes at the Grand. They gave me an incredibly difficult time, and only after meeting with 4 different people was I able to get them to agree that I can use resort credits. All this was going on around 10am- which is when you need to log onto the app or call the operator to make dinner reservations. Once again, I missed out on reservations as a result of the red around from resort staff. I was also supposed to have a mani/pedi included in the reservation and they gave me the same run around, which took half a day to resolve. Very frustrating start to the vacation. We liked all the a la carte reservation and non reservation restaurants we tried: Momo no Hana, Los Corporales, Agra, Riviera Maya both breakfast and dinner. Habibi. Tapas for snacks. The buffets were ok. Somewhat monotonous. Drinks are not very strong in general and very sweet. Other positives: popcorn at the wired lounge in the grand- great afternoon snack! The Thursday afternoon party at the Unique adults only day club was awesome! Also- in addition to golf carts, there is a lobby-to-lobby shuttle which was a lot faster going from Sunrise to the Grand. Pools and beaches were just fine- no issues. It was a bit annoying that entire families would "reserve" prime spots, and not be anywhere around, even through resort rules clearly say this is not allowed. Tips here are not for service rendered but rather function as incentive bonuses. If you tip, you will get better service. All in all, as you can tell there were a lot of "tasks" regarding reservations, scheduling things, talking with various people to arrange things. Definitely read up on the resort before going- the Facebook groups are great resources, and you may have the opportunity to book through a member and get added perks. We will not be back. read more

Too big of a property, we were in Sunrise and was very inconvenient. They are constantly trying to sell you a "membership."

This hotel claims to go above and beyond for customer service but seems that you have to get angry first before anything is actioned. Having been to this resort 8 years, each year I'm hoping the experience gets better, but it tends to be the opposite. With each year there seems to be more levels added to pricing tiers, creating a complex set of rules where you'll be scratching your head about what it is that you're paying for. The restaurants are nice, but the service is extremely slow. Make sure to goto diner with a drink in hand because it will be quite some time before drinks are brought around. Upon arrival we were told to ask the bell boy to have our baby stroller and bags brought to our room, but were told no, that wasn't a service available at the presidential elite level...I could go on and on about the experiences similar to this, but they all have the same underlying experience, confusion among the staff of what they can do for what people, so they just opt to not do anything at all. read more

Stay away! I had 2 of my brand name purses stolen from my suitcase after giving to the bellman for few hours. we called and reported the issue but nothing was done about it. read more

The Moon Palace Resort was an overall average experience. The resort is about 20 minutes away from the airport. If you book a room here, be sure to book the transportation service offered by the resort. It is about 35USD per person. But if you forget to book it don't worry, there are taxis available. The check in experience is nice, they offer you a refreshing glass of juice and make you feel welcomed in. Download the app for the resort, you can order room service through the app and literally find everything the resort has to offer from restaurant business hours to activities. The rooms my party and I stayed in were all very similarly structured. The hammock on the balcony, a bathtub in the middle of the room, and an all inclusive alcohol bar and fridge full of sodas and juice. There were a lot of broken things in our rooms such as the A/C not working or the phone not working, but we contacted maintenance and they were able to fix it within a timely manner. The rooms did feel a bit damp throughout our entire stay. The location is interesting. While it has very pretty scenery, it smells pretty bad around the resort outside due to the algae issue that is going on. You will be using the pool to swim a lot more than you'll want to go into the ocean. While there are many different restaurants in the resort, nothing stood out to be exceptional. You will find something good to eat anywhere you go but nothing will make you want to eat only that again.. you know? The workers are very attentive and sweet. Tips are very encouraged. We had a slight issue with lost and found where some people in our party lost our phones. Checked in with Lost and Found the next day and were told nothing was found. But then we personally tracked it via findmyphone back to a whole different staff building who said they had 'just' found. read more

This is not a quiet place, between the echo hallways with slamming doors and screaming guests to the sales calls to your room at 8 AM, yes-SALES CALLS ON VACATION!-trying to sell you a timeshare membership to the employees chasing feral cats away with whistles. This is fine for drinking and hanging out but not for quiet rest or sleeping past 7 AM. All the buildings look the same and this seems like the Walmart of Palace Resorts. No hot water in the room during the day and showers that smell like sewage. Just select another place. "Included transport" is a nightmare This part of the coast also has an ugly shore line/beach, however this is mostly beyond the resorts control, the trash is not. I am still here and excited to go home! read more

This resort is extremely unethical. They will quote you a price over the phone and accept your payment (in full), but will call you back several days later stating the price was quoted wrong and you owe additional funds (approx $1000)...Definitely stay away from this business. read more

Stay away! They are a scam! You will be forced to take a tour which turns into a nightmare of 6 hours where they place you under extreme duress. No food, alcohol only, harassment, scaremongering, threats. read more

This vacation was much needed for me. When I tell you my phone was on countdown since last year I'm serious than a heart attack Okay we are here for the soulfest line up BBD, Erykah Badu, Kem, Monica, My man Anthony Hamilton. I had one of the best times of my life. The massage was relaxing Ms. Veronica and Fany both did a wonderful job putting both myself and my best friend asleep lol. Those esential oils are amazing. Then after we were given a manicure, this experience was definitely way better then California. When I tell you before the manicure and in the middle of the hand scrub and at the end I was given the best shoulder and neck massages ever. Shouts out too Mivizina and Karina for making me and my friend feel fabulous. My whole experience was great except one thing and this was the timeshare presentation, warning don't go. You will leave mad especially if you don't buy one of their packages lol. No worries on my end I'm a pro at cutting conversation short. We were given 750 credits and that is what took care of our spa deal. The best 80 minutes of this trip. One last thing if you like desert, the selections were so delicious. Nothing like Vegas desert. They use fresh ingredients and real butter. My New York cheesecake was exactly 100 percent on point. I Love this resort. I will definitely be back next year depending on the line up. read more

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We signed up as member several years ago back as they had a family owned environment. Our most recent stay (Nov 2022), has left a bitter taste for a return. Don't purchase their membership and fall for fake promises. Untrustworthy and corporate greed is what you smell as you walk-in! read more

READ THIS BEFORE YOU BOOK IT!... My wife and I paid $6500 for a weeklong stay here in a swim up room. When we checked in, we learned that the resort is split up between 3 properties, the Sunrise, Nizuc and Grand. Be prepared for the sales pitch when you get here. They give you $500 in resort credit at check in. (More on that later). Then they try to get you to go on a tour of the Grand by offering you $1000 more in resort credit and a day pass to that property which otherwise you'd have to pay $100 per person to go to. We declined and stuck to the Sunrise resort. Upon check-in which took about 40 min at the counter, we took our golf cart shuttle to our building. The property is huge so this is how you get around unless you walk the maze they have created. Upon entering our room we had no initial complaints. Our bags had been delivered and everything seemed clean. This is where it started going downhill. We were trying to figure out which pool to go to and we decided to try the one right outside of our room since we paid for that luxury. When we touched the water it was so warm that it was uncomfortable and there was no swim up bar or services. Complete waste of money. So we made our way to the main resort pools where the swim up bars and other entertainment is located. The water in that pool was questionable in terms of cleanliness but the bar was fast and the staff was quick with food orders etc. Later that night we were hungry and went to the international buffet. Big mistake. All of the food was bland. We never went back. The second day we went to the resort shop to buy a pair of sunglasses using our resort credit of $500. These cheap sunglasses are worth $25 anywhere in the states but there ....$120. it was insane. So we used the resort credits to pay....but ...you have to pay 16% cash of the marked retail price on top of using your resort credits. Now we have $380 in resort credit left. Keep that in mind for later. The next night we went to the Italian restaurant in the Sunrise resort. It was ok but again the food was very bland and underwhelming. The next morning at about 8 a.m the phone in our room rang from guest services telling me that we need to come see them to activate our resort credit and get our tour of the Grand scheduled. I told them we had already used some of our credit on the overpriced sunglasses and I had no intention of going to the Grand property. By day 4 we finally found a decent place to eat at the Brazilian Steak House. Decent meaning the service was good but again the food was very bland. A common theme in all of these restaurants is that there are no salt and pepper shakers so bring your own. On Day 5 we had enough of the Sunrise. Our overpriced swim up room was terrible because of the pool, the food was underwhelming and the calls every morning were a nuisance. We made the decision to move over to the Nizuc property. We were told that an Oceanview room would be a downgrade from the room we had at Sunrise but that they wouldn't refund us the difference. We didn't care and booked our room anyway. We were told our room would be ready by 4 pm so we packed up and took the golf cart shuttle over. On arrival we found that our room wouldn't be ready until 6 pm. Par for the course. So we went to the lobby bar and relaxed. At 6pm we went to the desk and checked in and asked if our remaining resort credits had been transferred. The answer was no but they would send an email to that department and it would be fixed by morning. Ok fine. The next morning we woke up and went for breakfast but discovered the majority of the restaurants were back over at Sunrise. So we got on the shuttle and went back over. We ate and got back to the room by around 9:30 and the phone was ringing. It was guest services trying to get us to go the Grand property which I again declined. I did ask if our resort credits had been fixed. In the end we never got them. The rooms are overpriced, swim up rooms not worth it, food is bland, the ocean water is brown here. Just an overall disappointment. read more

A thorough review for first time visitors: Moon Palace is a huge resort that is divided into three sections: 1. Sunrise, 2. Nizuc, 3. The Grand. Overall a large portion of the resort smells like sewage as they appear to discharge wastewater into the ocean. Service (from workers) is excellent! The beach is disgusting to a point where no one was spotted swimming. The Grand is a bit overcrowded. Entertainments (shows at night) were good but short (only 45 minutes). Every decent restaurant requires reservation. Good ones need to be reserved 2 days in advance. There's a charge for no show. 1. Sunrise: Has 1300 rooms! The smelliest of the three. Gives you access to all the restaurants in Sunrise and Nizuc. A bit crowded but not terrible. 2. Nizuc: Located in the center. Also gives you access to all the restaurants in Sunrise and Nizuc. Nice and quiet compared to the other areas but has the least options for food and entertainment. You wind up spending a lot of time at the Sunrise. 3. The Grand: The nicest one. Costs about $100 more per person per night. Has the best restaurants. Gives you access to all the restaurants in the Sunrise, Nizuc, and The Grand! However, because everyone from the other hotels (Sunrise and Nizuc) are being given day passes, The Grand winds up being overcrowded. There's long wait time for food and things and the day is mostly wasted waiting. Elite Membership: It's a scam just like timeshare. Do not sit through these sales presentations no matter what they offer you! They will tell you all they need is 90 minutes of your time and you'll get free breakfast at The Grand, resort credit, etc. DO NOT believe them. We ended up spending 6 hours! Then, I was pressured/tricked into giving out my credit card. Then there was a charge of $2200 on it. Then I had to call my credit card and dispute the charge and write a formal email to the hotel stating that Mexican law (Consumer Protection Law, article 56) allows me to cancel elite membership or timeshare even if I accidentally signed up within 5 days. Whew! That wasted so much time and almost ruined my entire vacation. Resort Credit: Worthless! Resort credits don't mean much. For example: a massage costs $300/hr. Let's say you have $300 resort credit. You can get one hour massage BUT you have to pay 16% "tax" out of pocket (can't pay tax with other resort credits) plus tips. So you wind up paying $48 plus tips out of pocket for one hour, which is how much a one hour massage costs at most places. Also if you buy stuff with resort credit, you can only buy a certain things (things no one wants and are extremely overpriced). Lastly, if you want to do activities with resort credits, they over charge you. For example, swimming with dolphins costs $76/person. With resort credit it was $650 for three of us plus $76 out of pocket fee plus $60 out of pocket transportation. In other words resort credits are worthless. Do not buy into the idea that you can defeat the system because they are more familiar with the system than you and I. Excursions: Do your own research! Hotel backed excursions are reliable but contact the excursion companies directly. For example, if you want to go to Isla Mujeres hotel will charge you $125/person for 4 hours. But, if you just arrange your transportation through the hotel to the ferry (or a sailing company), the cost would be less than half. Ferry charges $20/person round trip and there's no time limit. Transportation generally costs $15/person round trip. You also have to pay $5/person tax to go to the island. They (the sail boat company) tried charging us $10/person. Overall: Overall the workers made it worthwhile for me. They always smiled and said "it's a pleasure familia". I wish I could have tipped them way more. We received room service twice on most days. Food was mostly good! Did not appreciate "elite" membership harassment. Management needs to do something about the sewage situation. Again, the beach was horrible.. on a beach vacation. Hotel is too large. Taking golf carts for everything can be time consuming. Smaller resort with everything (food, entertainment) nearby would be better. Pool in Sunrise was smelly but other pools were good. read more

Moon Palace Cancun - Aerial view of Moon Palace Cancun - Resorts Near Me - Cancún, ROO

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Overall I had a very stressful and unpleasant experience. I will not recommend Moon Palace to any of my friends nor will I go back there again. I found this resort by searching for the most friendly all-inclusive resort for kids in Cancun and Moon Palace was on the list for many websites. I can only imagine how much they spent on marketing and advertising, because when you go on Yelp (which I did not do before my trip) this place has 2.5 stars only. CHECK-IN: After waking up at 5am and traveled 9 hours with two toddlers to get there, all you want to do is to check into your room and relax. But here, we had to first give our luggage to the bell boy, they give you a tag, then wait in line to check in, THEN A WHOLE TEAM OF REPS WOULD TRY TO GET YOU TO SIGN UP FOR THE TIME-SHARE PRESENTATION RIGHT THEN AND THERE. After about 30 "no, thank you" and a million excuses of why you don't want it, you have to go back outside to tell the bell boy your room number, wait for your luggage and then you can go to your room with the bellboy. That process took about 30-45 minutes for us. But I was most turned off when it was finally clear to the time-share rep that we were not going to sign up, she asked me for the resort map back and said it was hers (as if I stole something from her). That was already a bad sign to begin with. RESTAURANT RESERVATION: Their reservation system for restaurants is also horrible. You can make reservations in two ways: 1) via their app, or 2) by dialing 0 with their phones. However, YOU CAN ONLY MAKE RESERVATIONS TWO DAYS IN ADVANCE, and they are always all booked up. I was told that reservations open up on their app by midnight for two days later, so every night I tried to stay up till midnight just so we could have something lined up for two days later (we have 4 toddlers so we didn't want to be waiting in line for hours.) A few times I fell asleep and woke up by 12:30 a.m. or so and there was no availability already. On top of that, the food was also horrible. It's like why are you trying so hard to make reservations for restaurants that are horrible. Food was so bad to the point that we actually ate out twice even though we paid for the all-inclusive. STAFF SERVICE: Other than a few exceptions, most of the staffs there were unfriendly and unhelpful. They kept giving us inconsistent information. For example, I was told by the front desk that there was a shuttle at noon to take guests to the Beach Palace (a sister resort in the hotel zone). But apparently the shuttle is available for "members" only. So we wasted the whole morning waiting for the shuttle that we couldn't take and had to fare our own taxi ride (which cost $40 one way). The absolute worst was that our friend booked a hotel transportation from airport to hotel (round trip). On the day that they were leaving, hotel told them they ran out of cars so they couldn't take them to the airport, AND THEY WOULDN'T REFUND THEM EITHER BECAUSE THEY PREPAID IT. SO THE HOTEL DIDN'T PROVIDE THE SERVICE THAT OUR FRIEND PAID FOR AND WOULDN'T GIVE HIM BACK THE MONEY. WHAT KIND OF F**K UP LOGIC IS THAT. Also when I was at the Grand Buffet, I was told that I was "too wet" to eat there and they had to call the manager. It is a resort with numerous pools and by the beach! What do you expect?!!! And for the record, I wasn't even that wet. I still had my bathing suit on underneath but I had clean dry clothes on. The manager ended up giving me a "special" chair! I was fuming at that point! They also have a row of guest service desks in the lobby, but they are pretty useless and their main goal is to get you to go to the time-share presentation I would ask them basic questions about the resort and they either tell me to ask vacation planner or front desk or public relation. Then they will follow up with - "have you visited The Grand hotel yet?" That's where they take you to do the time-share presentation. And they will give you a day pass to The Grand for doing the presentation. The vacation planner desk was also unhelpful. I had resort credits that I was trying to use and I saw that they have a pony experience. I asked the guy how long was the experience and whether the kids could ride the pony. He said he didn't know. Those are just some examples of how frustrating and unpleasant our trip was due to the resort and their service. I felt like I had to defend myself from the hotel and its staff all the time when I was there. I do have to give credit to one maintenance person though (I wish I knew his name). We were just hanging out in our balcony one morning, and the maintenance person looked at me, pointed to the palm tree, and gestured me to wait. He then came back in a cart with coconuts and offered me two coconuts with a friendly smile. That was very nice of him. read more

AVOID AVOID AVOID - unless you can get a cheap deal and don't mind poor service. But certainly do not get conned into becoming a member like we did, because you will be promised accommodation and levels of service which you just simply won't receive!... My partner and I have been VIP members since 2018 when we were suckered into signing up during the sales tour and have paid in nearly £40,000 in membership fees to Moon Palace. Since then the resort seems to have gone downhill - when we signed up we told our membership gave us Imperial weeks and access to benefits we have since found out we cannot use as informed. We have tried to raise this with customer services and sales but ultimately it falls on deaf ears, we are expected to pay the same amount that friends - as non-members are paying - and makes us wonder why we have invested so much in Moon Palace, as it seems we don't receive any benefit for the money paid... Now on to the levels of service at the resort, we went last August, paying $7000 accommodation on top of our membership fees, and the service was a shambles from start to finish, in fact they asked us to sign a disclaimer that we wouldn't write about it on social media - in exchange for a couples massage! We arrived at the hotel at 22:30, after 23 hours of travelling, to find no beds were in the room for our children, it took nearly 3 hours and several calls before they arrived, and our children were shattered. This was just the start... The first morning I woke to discover one of the pillow exposed, it had no pillow protector and the pillow was stained with other people's body fluids. Checking other pillows were the same. Not what you expect from - "Moon Palace resort - set foot into a world of all-inclusive luxury and excitement" "second to none--from plush, spacious rooms" On at least 4 days we found no towels were in the room - room service would take the dirty ones, but no-one would bring new ones, so we would arrive back from the pool to shower ready for our evening meal only to find we couldn't because of the lack of towels. In the end we started to store towels in the wardrobe to stop this stress in an afternoon. Talking of meals - there's simply not enough restaurant spaces to guests, in the morning you can be queuing for an hour to get in to the buffet, for and evening meal it can be the same, forget trying to reserve a restaurant unless you can get a contact in guest relations, then you may be in with a chance. Service around the pool bars, beach club and restaurants is equally a shambles, one day it took an hour to get a drink at a pool bar. The Beach Club was understaffed, some inexperienced staff were just wandering around aimlessly, there was a couple on honeymoon complaining that they were having just as poor service - it took 45 minutes for us to get a cold prawn cocktail, they got a desert before their starter or main course! We could go on and on, like the group of 30 people partying in the pool, eating food with loud music allowing all their food to drop and float around and no-one doing anything about it with no consideration for any other guests. I quote from the Moon website "From the warm welcome you'll receive to the unparalleled service that will make you never want to leave" We have several holidays per year, and this was meant to be our relax and unwind one, which it certainly was not. We were pretty much forced to attend a sales meeting otherwise we lose some "benefits" so when we raised all our concerns with management at the meeting, we were told - give us another chance, we know we have issues, but we will address them, we have staffing issues, come back next year and see us and you'll see changes. Well, that's a joke - we have been trying to book for a week through guest relations and use some of our member benefits and it's been a complete shambles. We referred 2 families for 2 weeks last year which is meant to give us a free bonus week automatically, well 6 months on, several emails, calls and different people and we still haven't received the bonus week. So I refer back to my original statement - AVOID AVOID AVOID - unless you can get a cheap deal and don't mind poor service. read more

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This was one of the worst all inclusive resorts I've ever visited. Thankfully this was my 5th time in Cancun and recognized that moon palace is awful not Cancun. From the moment you arrive they push you to purchase timeshares and try to upsell you on everything. They double charged me and denied doing it. Thankfully I booked this with my American Express and was immediately reimbursed. This place is horrible. I wouldn't wish this resort on my worst enemy. If I were to compare this to another hotel I would compare it to motel 6 or camping. read more

We arrive in the evening & were greeted promptly by the front desk. They brought a wonderful and tasty welcome drink to the boys and I as we were being checked in. The front desk staff was friendly and polite. My only suggestion would be that they should review the reservation and confirm the accommodations with the guest. We had booked two beds rather than the king bed and an ocean view room with a patio and hammock. The hammock was something the kids were looking forward to. When we got to our room, we discovered the sleeping arrangements were not our preference and the room did not have the hammock. We expressed our dissatisfaction with the gentleman that brought our luggage up to the room and requested a pull-out bed which he said would be brought right up. We decided to go explore the resort and get some dinner while we waited for the bed. We came back to our room 3 hours later and the pull-out bed had still not arrived, this was 10:45pm or so and the kids were exhausted. We called the front desk and they had a bed brought up about 45 minutes later. It was brought to our attention that to access the water slides at The Grand, a property that is connected to the Nizuc and Sunrise resorts you can do a tour of the property and endure their presentation for a time share and they will grant you the tickets to go to the waterpark and enjoy the property there if you chose. If you do not do their tour, you must pay $100 each person each day. I figured why not, a scheduled those visits as well. Now to the resort days at The Grand. We met the host at 9am in the lobby of the Nizuc to experience our tour of The Grand. They took us on one of the golf carts to the property. They have multiple golf carts running all day that take you to various areas of this expansive resort. We had breakfast at a buffet style restaurant called Circus, this is where they begin their sales presentation. They proceed to ask you about your travel experiences, where you have been, where you would like to go. This is all fine but what bothered me is they took us to this Circus themed restaurant and then she told my kids that at night time they have performances there, clowns, juggling and acrobats. She then proceeded to ask them which night and at what time they would like to come as it is reservation only. My eldest son told her Tuesday at 8pm, she wrote this down but never made the reservation. They push this presentation as though this is an ultra-luxury resort when it truly is not. It is a good family resort and the price is good for what you get, the food is ok, hardly exceptional. The service is good but not anything to brag about. At times when ordering food, we felt as though we were an annoyance to the staff and I felt as though they purposefully did not get our orders correct. When ordering a drink at the poolside bar, I ordered a mudslide the bartender threw the blender and his face got all red; obviously upset that he had to make another blended drink. Various times the staff could be viewed on their cell phones. I work for Cadillac; I know ultra luxury. My last stay was in Puerto Rico at the Ritz Carlton Reserve, that is ultra luxury and trust me they do not forget to book your reservations or mess up your room accommodations and exhibit only the most accommodating behavior. The presentation ended after a tour of the waterpark and property in a sales room where they very aggressively tried to get me to commit to $110,000 - 1.2-million-dollar time share vacation package. Now my experience of this resort, their staff, and their service up unto this point was all of two days and the incidences previously mentioned which hardly warranted a tip let alone this commitment. I explained to the staff that in my line of work we demo the product and then once we know it is a right fit, we pitch the promotion to buy. I had hardly demo'd the product in this example and had not experienced this exceptional luxury resort they were wanting me to invest in. I ended up talking to two more people and then at the end I did but for $299 a 5-day vacation at one of the resort s to give them another try. I told the sales gal that if we experienced the resort the way she describes to us over the remaining 5 days that when we came back to The Grand on Tuesday, we would buy the package. We left the sales area and went to the water park there....it was over crowded If I were trying to sell my resort...I would have had a section set aside for those customers whom are considering becoming VIP's....so that they could experience that service and I would have certainly followed through on making the reservation I promised to the kids.... because Kids are the real sales people of the family. My last suggestion is this.... In their application they have a "donation" to the Palace Resorts. You do not need donations what you do need is to pay your employees better. Create badges with QR Codes or scanners that allow us to Tip your staff through the app. read more

Horrible customer service. I lost access to my room for a total of 5 hours. When I reported the problem they assured me it would be fixed as soon as possible. During the wedding ceremony, I had to return to the lobby because my room was still inaccessible. Stay away from this dump. read more

Several people have said "motel 6". And while that might be the most obviously, well-known, comparison... it's truly a dishonor to motel 6 to lump this place in with them. You can read several reviews, old and new, that highlight the horrible features of this hotel that have persisted to-date. What it really boils down to is the service. Abysmal. Everything has an excuse. I mean everything. A classic example: Room service food is always cold and when u mention it to anyone, all you get is a look of "what do u want me to do about it?" And when u want to get food to go bc you will get the food to ur room faster and therefore still hot... It's as if you are committing the crime of the century. Like in any profession or field, the lack of training of the employees comes straight from the top. It's very obvious the people at the top don't care enough to train the ones below them and it trickles down from there; This place will not get fixed until the top people are changed or slapped into shape. read more

My partner and I stayed here for approximately five days for our honeymoon. When we arrived, we were greeted kindly enough. However, the individual at the front desk quickly attempted to strong arm us into upgrading into various different rooms which would cost us quite a bit if we would agree to it. We brushed this off as no big deal. We were then whisked to a desk downstairs where another employee asked us to take a tour of The Grand. She offered us two free tickets to the water park. We agreed to go the next day. This was a mistake. We dropped our stuff off and noticed a wasp creating a nest near the hammock. We thought little of it. We went to try some of the food and were disappointed by the quality of the food. The resort had little else to do that night. The next morning at 8:30 AM, the individual who we spoke to the day before began badgering us to visit the Grand. We asked her to allow us to sleep. She called again an hour later and again another hour later. This continued for every single day of our visit. We had little to no sleep because of it. The manager promised us substantial compensation for the inconvenience but we received nothing of the sort. It seems the hotel cared more about selling time shares than their guests. read more

Amazing time at the Out of the Blue Festival, Carlos was amazing, aiding with drinks and trash for our big group, definitely made the trip better a 10/10. Carlos is one of the best, hard working, workers here and is so nice. read more

Daryl Toci 2/5 just now on Google 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. read more

Terrible service. The place sells their membership program aggressively and takes away from your vacation. Worst service I've had in Cancun for an all inclusive. It is like a caste system here where tips are the only way you are served. Someone there literally told me if you are a member you receive different service. We sat at the kid area for 4 days and were never asked or even approached for drinks and food. When we went to the Grand wth a day pass we were approached once and it took 50 min for pretty bad chicken fingers. Will be updating this later to add more about our terrible experiences here! read more

DO NOT SPEND YOUR MONEY HERE! IF I COULD RATE THIS A ZERO I WOULD! Spent $30,000 for my entire family and it has been the most unorganized and horrible experience we have ever had. Absolutely not worth the money. The front desk knows nothing about check-in or about the resort. They way over packed the resort. It is completely full with not enough workers to compensate for all of the guests. They say you can only make dinner reservations once you're on the property, and we got here. NOTHING. No reservations any of the days we are here and they are already booked. We have been having to pay off hostesses to let us eat. The food is DISGUSTING. Absolutely gross. Because it is all-inclusive, they don't care about the quality of the food or drinks. One of our rooms had mosquitoes everywhere and my sisters are bit from head-to-toe. We called to see if they could do something about it and they never came and fixed it. My sisters haven't slept in 2 days and yet we spent this kind of money on the worst vacation we have ever taken. The management is so busy they won't even talk to us and compensate for anything. Even if they were available, they would do nothing either way. They don't know anything and should not be in management positions. Every family we have talked to on the resort has also had a same experience and we are all just trying to make the best of it. We have looked up flights to go home early. We still have 2 days here. Wish us luck. Update: All of our rooms flooded and the trip kept getting worse. read more

This place is positively the worst experience ever. Service is horrible. Food is horrible. It's a huge sprawling place that represents nothing positive. read more

Service was good. Beach was beautiful. Bed was comfortable and grounds were beautiful.... HOWEVER .... Found 3 roaches first night I was there. Bathtub water turned yellow brown color, food was just ok. Definitely cafeteria vibe. Transportation they offered to and from airport was not easy to follow. ASK ALOT OF QUESTIONS. read more

stayed at nizuc for two days already . still here not at all impressed by the place or service or the food majority of the staff donot speak English. For the price they charge they should hire staff who can give directions in English also they want the guests to walk to golf cart station and wait for 10 minutes to move from buildings to buildings and property is big the food in the buffet * EL MANGLAR. ... is below average. Even papaya and pineapple tasted not sweet. In Mexico !!!! Going to try Arrecifes today Also tried to get seating at Momo. fully booked was told we can't book in advance. So far service here is not worth the money they toil from me read more

having the best time at moon palace for Out of the Blue festival. the second best thing is Carlos Buzmon!!! He's the best waiter ever and makes my night every night. WE LOVE CARLOS read more

Here for Phish concert- venue is great, shows are awesome, but the hotel sucks! Stayed in Sunrise, building Mango. Outdated rooms - balcony window super hard to open - reported this issue & it was " fixed" w/ zero results! Leaking toilet! Beach , filthy, gray water, smells like sewer- no one is swimming here! if U are a beach lover & are looking forward to a typical Cancun clear/ turquoise waters this place is NOT for U! Place is super loud - hallways are tiled, so carts, room service dishes and obnoxious / inconsiderate guests echoed all hours of the night. Food/ restaurants and service were good. read more

Everything is beautiful here, the service was fantastic everywhere as well because the staff was so nice, but I was not a fan of the food or some of the other resort residents who were very pushy and rude. I wasn't expecting much from an all-inclusive but the food at the sit down restaurants was mid at best. The pizza was good though so I mostly survived off of that while I was staying here. Otherwise, the overall food just feels like food for survival and not for enjoyment. read more