I love this place even though the water park gets old after a few days it is so worth it I love it and i ate ice cream 7 times a day

Good food, but everything you must hate about large resorts. Good 1st line service as well. Too many people. Too spread out. Incompetent front desk. Sell ups( massage = 250 really) too much, crowded buffet restaurants, horrible beach( but great pool), never again!!! ( was a wedding destination spot and probably great for most attendees). Not a place you pick on your own read more

Paid to upgrade to an ocean view and they had massive construction happening right outside blocking any view. Spoke upfront and they refused to give me a full refund of the upgrade. read more

Moon Palace Cancun - Our ocean view. Very loud and not much ocean - Resorts Near Me - Cancún, ROO

We were here for a wedding. First impression - it's enormous. They say in peak season (which October is not) it can be as many as 13,000 people. There are three resorts total linked together but despite their attempts, so much of the work is decentralized or done on paper. I was very frustrated to try to find the wedding because there are probably 10 weddings a day and the nomenclature isn't standard. Another example, our group was also super intro pickleball but the courts aren't on the map and the staff doesn't seem to know what that is. The rooms are nice but definitely showing their age. Our room had random bits of mold in the bathroom and definitely tiles have been replaced. The rooms all have a bathtub in the middle which is terrible for privacy but also means the room has very little useable space. The food is good and the complimentary room service beats the line. They have an app but again there isn't a lot of centralized names to figure out what's where. read more

We enjoyed MoonPalace for a wedding, but have been spoiled at another resort in the area previously and ultimately we enjoyed that resort more. Don't get me wrong, moon palace was wonderful - great food, lots of pools, and friendly staff... but they do not go the extra mile like the other resort did. We also were suckered into a sales pitch to join there "club." We said no numerous times during the pitch, but they would not take no for an answer- very aggressive and it occurred again on our check out. I also felt the rooms were outdated, the pools needed some upkeep, and The beach chairs did not have much shade. We will likely not come back again, but I do recommend to those with kids as it is kid friendly. read more

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Stayed in September 2022 Buffet food - don't expect high-quality food. It's quantity over quality. Selection is limited. Whatever is left over from breakfast will be "recooked" for lunch to transform into a new dish. The specialty restaurants are advertised as gourmet when in reality match with 2-star rated Yelp restaurants. Lots of recycled food from breakfast and lunch. For the amount of money you pay to stay you really expect top-notch food but not here. Beaches - not pristine as advertised. Seaweed is all over the beach and water. The water is murky and brown and not turquoise and clear like in Hawaii. You don't see people lounging on the beach or swimming in the ocean. People don't want to mess with sand fleas. All-inclusive alcoholic drinks - they advertise as using "top-shelf" alcohol - could be true but all of their alcoholic drinks are very watered down. They hope to milk all your tips from your countless orders of cocktails just to feel a little buzzed. You order "extra strong" and they make the cocktails the same way but add a dash of liquor on the top so your first sip is strong. Tipping - everyone expects a tip. Don't tip? You get a rude look and expect no service. Transportation - DO NOT LET THEM CALL A TAXI FOR YOU. A taxi will take you to the airport and drop you off at the wrong Terminal. Someone will come "help" you but offering another taxi for more money. Disgusting practice. I can't believe a FOUR STAR Resort will work with these scumbags. read more

DO NOT BOOK HERE! Very unaccommodating, we're unable to make changes to room even though we called months in advance. That being said waited 5-6 hours In front lobby trying to explain our situation that they were already aware of. This hotel is always looking to charge extra even for downgrading our room. Also, No elevator for families traveling with small children. Be ready to haul all belongings up and down stairs for the duration of your stay. read more

This is a follow up to the original review of our experience with one of our party members being assaulted by an over-served guest that resulted in a broken jaw (back half of jaw under tongue bad) and a SEVERE concussion, with the resort going back on their word of refunding us, that you can read here: https://www.tripadvisor.com/ShowUserReviews-g150807-d219163-r832002870-Moon_Palace_Cancun-Cancun_Yucatan_Peninsula.html To summarize: The resort told us to cancel our room so they could give us a refund, then they took weeks to communicate/give updates because "the process is slow", then it was because we had a "non-refundable room" (we provided proof to the contrary, but why would we need to). And now they say since we didn't stay the 5-night minimum (because they told us to cancel our room to get a refund) that we are only able to receive $300 back from $2000+. For most places, if everything goes great, there's nothing to worry about. But when you are traveling internationally, and something goes wrong, you want the resort to be on your side. That was never the case throughout the fallout of the assault. - They initially refused to allow me to schedule our buddy for a COVID test so he could get back home the next day. - Wouldn't help us in arranging accommodations with Delta to make sure he got a wheelchair at the curb and make sure he got on his flight okay. - Resisted in helping us with his bags and provide a wheelchair to get him from the room to the shuttle. - Even told us that the WHOLE resort didn't have straws when we asked for one so we could get food in his stomach (every drink from a bar comes with them) You can read around the internet how nearly impossible it is to get a refund back from them. There are too many other places in Cancun to justify coming here and risking something like this. If you do end up in this situation, get everything in writing/recorded and dispute the charge with your credit card. That's the route I am now taking. read more

Moon Palace Cancun - After an assault from over served guest - Resorts Near Me - Cancún, ROO

Resort is big but that's about it. Food is mediocre, some days fruits are not even fresh. They made a mistake with their billing and asked me to pay for the 2nd room again. After a good 30 mins and a few phone calls then they said they made a mistake! Checkout took a good 30 mins and another sales rep tried to sell me another package. Waited for bellboy and golf cart to pick up luggage and take us to lobby took another 30 mins. Needless to say, we will not be back at Moon Palace. I've had much better experience at Hyatt and RIU. read more

DO NOT GIVE THIS COMPANY YOUR MONEY THEY ARE LIARS AND DO NOT CARE ABOUT YOUR STAY OR QUALITY OF IT. REASONING: F&B needs new managing is the first thing I will say....The only place that had competent staff was at your buffet They overbooked and then proceeded to bump our party to a downgrade property (reserved sun palace and got GARBAGE Nizuc). We were lied to as to why we were moved...they said construction. There wasn't any and how do you contact someone ONE WEEK before travel with this bogus excuse? We were told different lies depending on what person we spoke to. 5 different inquiries with 5 different answers. LIARS We were supposedly given upgrades which was a lie as well First room they tried to give me I DID NOT reserve (downgrade) and Second room they gave me was a DISGUSTING dirty room (photo attached) Third room was by the ice machine but at that point they had cut into my vacation for long enough and since it seemed clean we stayed. Rooms are run down and chipping internally The pools all had food and gross stuff floating in them The pool turned my overpriced white bikini from THEIR GIFT SHOP a gross yellow color Bartenders had no idea how to make drinks and rather than asking, they would hand us whatever they felt like making 90% of the F&B staff acted like you are bothering them when asking for a drink or ordering and having questions We got "credits" to use and when we wanted to sign up for activities all the ones we wanted to do were "not included" Because of this we didn't use most of them but then we found out the guy we spoke with didn't know what he was talking about and the activities we wanted to do WERE actually included They "ran out of" limes, straws, certain alcohol on MANY days My brother who booked the honeymoon suite was told the bottle of alcohol he was supposed to receive wasn't available In room dining was either SUPER LATE or SUPER EARLY Dinner (I WISH I was joking) at the Mexican restaurant in Nizuc took THREE HOURS!!!!!!! Our waitress would disappear for forever to the point we went up to the bar ourselves for salt and napkins....SIMPLE F&B REQUESTS Outdoor restaurant staff (other than one or two bartenders) were rude (Jacqueline by the swim up bar especially) My sister and cousin found someone elses used toothbrush on their floor after housekeeping cleaned the room My sister was left stranded at Sun Palace at 2AM when their shuttle was supposed to still be running - A FEMALE LEFT ALONE TO FIND HER WAY BACK BY HERSELF!!!! My father went down many times to address issues (hours of time of his vacation wasted on talking to people who blatantly didn't care) Food was cold when we finally would get it from almost every restaurant. The drinks were HORRIBLE Reached out to this company several times and we were given "customer service" emails and no one has tried to make anything right/several emails we were given bounced back I could go on with more examples but there are too many characters already. read more

Moon Palace Cancun - my second room that i was moved to... - Resorts Near Me - Cancún, ROO

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Had a fantastic time here at moon palace nizuc cancun. One server and one bartender really stood out, memorized all of our orders and had amazing customer service. Jorge the server by the pool at Nizuc as well as Eduard, bartender at the lobby bar went above and beyond to make sure our time here at Moon Palace was amazing. Thank you both, and thank you to all staff at Moon Palace for making our stay here at Moon Palace phenomenal. read more

This was probably our least favorite vacation we have taken. We usually stay in 3 star hotels so our expectations are not sky high. We stayed at the Sunrise Moon Palace. You might have a better experience at the Grand next door (moon palaces new resort) or Palace. We still wouldn't go to any of their resorts if it was free but those weren't terrible. We did have great experiences with a handful of employees but for the most part we're not happy with the service received. All inclusive with a long wait for everything. Check in took significantly longer than anywhere I have ever stayed. They hand you off to a salesperson with the guise of giving you a tour after a 20 min check in process(not including the line) Did their sales pitch the next day where they try to sell you a membership for the free perks which wasn't too bad. They were only mildly pushy. Stayed for a week and no reservations were available at a single restaurant. One night it was 2 1/2 hours wait for dinner at every restaurant. To be fair, the food was really good at the restaurants we tried but it was so difficult to get seated anywhere. The buffet is pretty bad. First everything sits for hours and then because larger parties can't get a table anywhere, everyone and their 12 kids are at the buffet. Also, just no general direction the buffet is moving. They put the plates in the middle on both sides so it's just an insane mob of people going every direction. Just put arrows on the ground and plates on the ends!! Most of the pools were too warm. No one wants to cool off in a 90 degree pool. Beach is covered in gunk. They look like they put quite a bit of effort into cleaning it up but just so much seaweed. You can do a 30 min ride to sister resort the palace which has a nice beach. They told us that the all inclusive still works there but don't mention they will serve all of that resorts guests first. It kinda makes sense but it's very frustrating to wait 30 minutes for a drink at a packed pool while people constantly walk up and get served before you. It was the same experince while using day passes at the Grand (a perk from their sales pitch). You are a 2nd class guest with lower priority for restaurant tables and drinks. Confused they charge $26 per person for a shuttle bus packed with people for a 20 min ride to the airport. I think that could be a wee bit more competitive when a 30 min cab thru the resort was $28 for both of us. I guess just order a taxi thru the resort instead. Up until midnight and around 7am the staff start banging carts down the hallways and just making an incomprehensible amount of noise. Also, WTF are the alarms going off every morning? Fire alarm? No idea what that's about but it happens so often that the birds mimic it. Things we liked: -The library speakeasy (Grand) -The spa (and attached restaurant). There was also a really nice and unused pool and bar by the spa that anyone can use so highly recommend that -Golf carts give you rides around which is nice. It was usually only a couple like waiting -Water park(grand) -super packed tho -Night club at the grand (seeing the pattern yet?) -There are also quite a few safety features for entry/exit like taxis being ordered by the resort and they keep track of who the driver and guests were in case anything happened. There were a lot of really awesome employees but half the employees were just rude, forgot most things, ignore you, etc read more

From the get, this was hands down the worst vacation we have ever taken to an all inclusive. Starting at the airport: separated all but 1 of our group to bring to resort and made the last person wait (there were 5 of us traveling together). Once we got here, as part of a larger group with elite membership access we were welcomed with a cool towel, and taken to a room where we proceeded to wait for almost 2 hours to check in (how was this elite), told to enjoy snacks and drinks,only to have none left from those already checking in. We were TOLD NOTHING at check in. No map,no information about resort credits, how tobook reservations or if we even needed to. While checking in we were informed we had double beds and asked rhey be pushed together. We went to menglar for dinner friday night since we were checked in too late.to enjoy pool (had it been a reaaonable time to check in we would have). When i say this food was subpar at best, i mean all meals at room service, menglar, carnivor,pool grill. Prepare to wait 45 minutes for a burger and even longer if u asked for guacamole and chips that took even longer to prepare. So even when they got thwir burgers,they felt horrible getting to start eating before my mel (again JUST guacamole and chips). The entertainment was a high school talent show mascarding as a resort show. Between the fire dancers dropping everything, and why were only the women scantily clad (think leather stripper) while the men were in fully covered leather outfits? Oh and the michael jackson dancers, please stop letting the one gal count her steps out loud,she was a poor dancer to begin with, watching her talk to herself and struggle was frankly embarrassing. If u like pools so cold u have to get out often to stay warm,horrible foods, weddings held with within 100 feet from your room every night blaring every night with stobe lights casting off your walls (curtains dont overlap,so no way to close completely),a patio that flooded on first night and was still flooded when we left monday,with each day turning more slimy, subpar entertainment and a desire to be anywhere but at your resort, this is the place for you. Sadly,we were never told we have access to the other resorts (sunrise and grand) until out last night here,so i cannot speak to their quality. Only this one. I give it zero stars and DO NOT RECOMMEND!!! read more

It were the employees at this resort that made it fantastic.. it was the employees at this resort who made the trip not so great as well. Many of the employees at the resort seemed very confused on how to do there job.. several acted like it was there first day and did not know how things worked. On the other hand the facilities were kept spotless. Food was very good. Resort credits cannot be used for a majority of things.. lots of fine print rules. A couple of people who went above and beyond during our trip. Monica in the Awe Salon was very tentative and seemed to really care about me being happy with my hair. David our waiter at La Tratorria was very knowledgeable about food and wine. He made our dinner experience incredible. Juan at the front desk was very helpful and accommodating. read more

It was amazing!!! Please go and check out the restaurant "Casa Mia". Damian and Pedro that work there are so nice (Angelica is the manager that runs the service and I have to give her a shout out cause it was out of this world!! as well as the other staff) and Chief Isal and Chief Diego will never disappoint! The Coffee Mia is a show of a drink and will leave mouths open and cameras rolling. The food is a spin on authentic food and the staff and attention throughout our trip was amazing service and attention not one time did I have problems getting help. This is a must go place! I will love to come again to Palace! (I stayed in the Grand Palace) read more

Moon Palace Cancun - "Casa Mía preparing Mia Coffee" (person doing the coffee is Pedro) - Resorts Near Me - Cancún, ROO

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If I could give this a negative 5 (-5) stars I would, easy. Poor service started a week before the trip even did. In February we booked a stay for 12 people and one week before our scheduled trip for June 3rd-June 10th we got an email that our party was being moved from Sunrise to Nizuc which was already a huge disservice since our group is full of younger adults who enjoy a night out and Nizuc is absolutely the resort area for children and families. We were told the move was due to construction and they offered no extra amenities for the trouble- our similar room rentals were no longer going to be close by and we were all spread out. We show up on our arrival date and it turns out there was no construction even being done! Unbelievable. THE REAL REASON we were moved is because they over booked. We had rooms that each was granted 1,500 credits for excursions, the shop, etc. I'd done research on all excursions and knew exactly which I would choose and the man at the help desks told us that the ones we wanted were not available for point usage. TURNS OUT THAT WAS ALSO A LIE. we consulted someone later in the week for one we would pay for and he explained that the others we were interested in were, in fact, covered by credits. At this point they were mostly sold out but I was lucky enough to squeeze into one of them. Service at this place is absolutely horrendous by the way. You would think that having access to several areas of the resort would mean around the clock transportation. This is not the case. They stop and start at random times in the night depending on if a driver feels like driving you back to your room or lobby or not. This was especially aggravating for me as the night club, Noir, is located at Sunrise (where I SHOULD have been roomed) so when I left late one night I was left to get lost until someone was nice enough to drive me back. Extremely poor on their part. The bartenders got our drink orders wrong way too frequently (for example, using banana flavored vodka in a vodka cranberry) and the bakery served me a salmon bagel after I visibly saw the staff wipe the pile of salmon off with a dirty rag she took out of a bucket. Another example of ridiculousness was my brother in the Honeymoon suite where you're permitted to have any bottle of liquor in the room and when he requested Wild Turkey they alternatively offered Jim Beam. It was so comical that the man on the phone laughed when explaining they were out of these top shelf items. I'd also like to know why there were no drink menus at any of the pool bars or lobby bar so we had to play a guessing game everyday to see if they even knew the drink or not before settling on a choice. Their knowledge of mixed drinks was very limited. Lastly, random things showed up in a couple of the rooms. My brother walked in with a random cot on the floor one day and I will attach the photo of a ragged toothbrush that appeared on the floor of mine about three days into the trip..! Like WHAT IS THIS? Anyway, save your time, your PTO, and your money and STAY AS FAR AWAY FROM MOON PALACE RESORTS AS YOU PHYSICALLY CAN! WORST VACATION EXPERIENCE OF MY LIFETIME. read more

Moon Palace Cancun - A mysterious, disgusting toothbrush appears in my room - Resorts Near Me - Cancún, ROO

Beautiful resort. All inclusive. Service staff were very friendly. Vegan options and accommodations. So much to do! If you stay at the grand you have access to the other neighboring resorts. Sailing, kayaking, SUPing included. Nizuc has more vegan options at their buffet. Soy meat, Indian and Asian dishes with tofu. See guest services for a card stating that you're vegan or vegetarian, that you show the restaurants. French restaurant makes delicious soy cappuccinos! Nightly entertainment was impressive. Circus (no animals exploited, yay) was full of phenomenal talent. Magician was good, wish he didn't use animals in his show. read more

Beautiful resort! Amazing attentive staff! Welcoming from the moment we arrived! Food & drinks everywhere we went! The Mexican restaurant was delicious! Empandas and chicken tacos! The Hibachi resturant was great! We went for Carnival in April! I'll be back to explore the resort more! read more

This was our 3rd Christmas in Cancun, first time at this massive resort south of hotel row. We originally booked Moon Palace Jamaica a year ago without the airfare. We end up cancelling 3 months before because the tickets were astronomical during the holidays. We would have spent another 4K for 6 people. Fast forward and we were back in Cancun at the Moon Palace Sunrise for a grand total of 7400. 6 people, 6 days all inclusive accommodation with 3000k resort credits, airfare and transfers. A steal from Costco travel considering what we spent on Disney Cruise in 2018. Likes: Staff we're super friendly, everyone went above and beyond providing excellent service with a smile. Agustin prepared a nicely decorated table for my family on our last breakfast at the Gondola. He would also keep an eye on the little ones while I hit the buffet when hubby, daughter and mom were out on excursions. Pedro was also super nice and brought us fresh coconuts after talking to him out on the patio one early morning. Amenities/activities were extensive. They had something for everyone. Massive pools, a small water park for kiddos, a golf course, a huge spa, a club, a playroom, and an arcade to name a few. Food was better than the last two resorts we've been to. Our fav restaurants were Momo and Gondola. La trattoria which was on the fancier side was rsvp only but dinner at Gondola was better in my opinion. Snack bar had blended drinks, endless ice cream, truffles, macaroons, crepes and sandwiches. We also had room service at least once a day which took 1.5 hours especially when it rained. iPhone app can also be downloaded... you can pretty much do everything on the app. Had a problem with our AC, so hubby requested maintenance to come fix it. Was at the door in 10 minute. Ordered all our room service on the app too which was super convenient. Dislikes: The resort is a size of a small town. I was told they have 1500 rooms between the three facilities. You have to walk a mile to everything which was annoying but a good exercise after gorging at every meal. The go carts also doesn't come by that often which is even more annoying especially when it was raining and 4/6 days we had torrential downpours. Resort credit was a scam for you to spend additional money at the resort. We booked a family suite which was nothing but two rooms with a connecting door. Each room had a 1500 US dollars resort credits that can be spent toward excursions, spa (600 limit), gift shops and golf. Between facials and massages, swimming with dolphins and zip lining, we had about 1200 credits left at checkout. There was a 16% tax to be paid at every booking and definitely price gouged every way they can. My mom bought a beach purse which cost 250 credits plus 35 in taxes. That stupid thing looked too cheap to be 250, it probably cost them 10 dollars, hike the credit price so you pay high amount of tax. How they make you spend money thinking you're getting a real awesome deal, NOT!!! Receptionists at check in were rude. I asked if we have an ocean view and wanted to pay for an upgrade to get closer to the water. The guy shot me down asap telling me that all family suites are garden view only and condescendingly added that a presidential suite would be an extra 1k/night. What a dbag... I didn't press since I didn't want to give up the family suite. Well the stupid family suite was two stinking rooms next to each other, nothing special. The sharks that activate resort credit will hound you about the vacation club at the Grand for extra perks. We unhooked room phones as soon as we were unpacked. Three days later, I reconnected because the app wasn't working and needed to order room service. I kid you not, the guy called before I can even call out. He must have been so desperate to get a sale. The people at the lobby have no business being at the front as they are the first people guest encounter at check in. They are rude, pushy and the ones at the activity center treat you like you're a bother when you come to book excursions. Maybe because they don't make enough money of you is my haunch. The beach was also very murky, not the turquoise blue Cancun is known for. Will never be back read more

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A nice resort. The hotel staff were warm and inviting. The food at the four restaurants we ate at was excellent at Sunrise including the steak and octopus. The free alcohol was good including the Robert Mondavi wine. My group visited the sister resort Beach Palace and Sun Palace and the staff and swim up pool bar drinks were great. The staff was overall very attentive to our needs. Some pitfalls. The water and beach in front of the Moon Palace resort was brown or red most of the time and uninviting. The bracelet hotel door signal didn't work and I needed a key card. The key card stopped working four times and I needed replacements. When we visited Beach Palace at 10am they had no towels and told us to wait until 2pm. Then because we could not dry off and some clothes were still wet they tried to get us to leave the buffet. They eventually let us stay after we explained the situation. We also spent 2hrs the first day trying to get a reservation at Momo and La Trattoria and eventually succeeded. The paint on the exterior deck walls was pealing off and blowing around in breeze. Over all the experience was great. Having stayed at the Hard Rock Resort in D.R. I thought this was a better experience. I would come again. read more

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My sisters wedding was there this past weekend and I was truly disappointed with the service, the quality of food, and convenience. We had about 30 rooms booked for the wedding and had a wedding block so all guests could be close together. However when we got there we were all put in separate buildings and the family of the bride was 3-4 buildings far from her. When we requested to be close together we were told that due to availability that wasn't possible. I mean what's the point of wedding block then? Also we were told that there are golf carts that come every 10-15 mins to take you to various rooms in the resort, unfortunately that was not the case. My sister and I had to walk from one side of the resort to the other in the heat and humidity carrying our outfits, Also food was average there was no spices in the Mexican food at Los Corporales and the buffet was average. We couldn't even get reservations for large groups at any of the restaurants and ended up sitting at different tables spread through the restaurant. No one at the concierge desk helped us and there was no customer service even though we paid so much for the wedding events. I highly discourage anyone from booking this resort. My family and I were extremely disappointed and will never go back to this resort. read more

Wow ok, take a breath. Where do I begin (because there are so many things to choose from)? My daughter (5) arrived on a Monday at 11:30AM. We booked a shuttle ($52) to take us from Airport to Hotel and then again from Hotel to Airport when we left a week later. Upon finding the Moon Palace sign (an impossible task that took 25 minutes) I was told that we were not on the reservation list and we needed our own transportation now, the group of three men turned their away from me and continued their conversation. I went in to my email and found the shuttle confirmation and then miraculously they were able to find my booking on their paper. I was then told to immediately go to spot 68. I get to spot 68 and nothing is there. My daughter and I proceed to wait their for 20 minutes until I see another Moon Palace agent with a HUGE line sorting out the shuttle rides. After another 30 minutes we're on the shuttle. Tip #1 - if you go to Moon Palace (please don't) don't rely on their transportation to the "resort". We get to Moon Palace (which I hate calling it this because this is not worthy of that name, I prefer Budget Cruise on Land with Bugs!) they have a lot of open concierges waiting to check people in, so we jump in to see them. Butttttt that's not for us, that's for Moon Palace resort elite members, now we just go up the escalator (of course it's broken) to the checkin desk where the line is 15 families deep. Thankfully the line moves slower than you've ever seen a line move at a hotel. It was like a dmv line but luckily we all didn't have young kids with us, oh wait we did! An hour later we're at the front and told our room isn't ready. Of course it isn't! They tell me that they'll send an email to me when my room is ready. It's 3:15. So we decided to go eat lunch, literally like warm cruise food buffet, and when it's done we still haven't received the email notifying us the rook is ready (it's now 4:30). I get back into the concierge line with the same people I was with before (you have to understand that this wasn't a me experience, it's the way this place runs) and at 5 we finally have our room. After a 10 minute walk to our room, we get in. The pictures they post online, that guy deserves a raise because the rooms are terrible. The floor is sandy, the toilet is running when we enter, it smells like paint, but whatever it's the beach, and we're here. My daughter's tired she wants to watch the tv so we go to turn the tv on, doesn't work. I say let's take a bath in that hot tub in the middle of the room (little kids love trashy crap) and we fire that up, water shooting across the room. Ok, no bath. We decide to go checkout the amenities, and basically every restaurant has a crazy long line, and the kids places are all so busy that you can't do anything when you get there. We go to bed. When you stay here you're going to hear doors slamming all night, screams, yelling, it's just very unpleasant. What I didn't expect was a bug to crawl across my back in the middle of the night. Woke up the next morning, didn't eat the food because we both didn't feel great from the food the night before. We decided to pack up and leave. This place was not what we signed up and not what was advertised. Let me tell you about leaving though, we checkout and we're told that we can't get a shuttle to the airport because today wasn't the correct day we booked on and we still owed the full $52 shuttle service. Whatever I'd pay triple that to get out of this dump. We finally leave and we have to give our checkout ticket to somebody at the bellhop station and before they approve us to leave, yes you read that right, they proceed to give me a sales pitch for booking our next trip. We left and went to Nizuc, so if you are reading this please don't stay at Moon Palace, but definitely checkout Nizuc! read more

I've been at the hotel ~1hr and immediately no. For $750 a night, this has to be a scam. For context, my family stayed at Hotel Xcaret Arte for a week, and after missing our flight back home due to being stuck in traffic for 4hrs after an accident + construction, we had to spend an additional night in Cancun. We booked Moon Palace Nizuc based on their 4.1 Expedia rating and its proximity to the airport and WOW, what a mistake. The hotel smells like literally when you step onto the property (except the lobby because they make sure to pump perfume). Sulfur? Rotten eggs? Idk but it was so bad room service had to come spray our entire room after opening the balcony door. I'm talking -- spraying the sheets, curtains, even the bed skirt. The bed sheets and towels are moist and damp to the touch. Disgusting. The pillows? Don't get me started. My brother said they smell like sweat. My sister said they smell like spoiled milk. They smell like pillows someone has had for years! The room overall is weathered and there's mold in the shower, probably due to the poor ventilation and all the dampness. My dad would also like me to add the TV volume is super low lol. Lastly, the beds are FULL sized, not queen. When booking it does say double so maybe that's a misunderstanding on my part. Overall, I can't imagine why anyone would spend the kind of money they charge to stay here because I would never come back. Not even for free. Low key I'm afraid to eat here based on my room experience. read more

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Beautiful resort. Great breakfast and lunch options. Very difficult to make reservations for dinner. Many times ya get stuck having the buffet which is basic food from all cultures. Not what I want in Cancun. Sales pitches like crazy. Very annoying. The resort is beautiful. Best view and no water flooding in the rooms are found on the third floor rooms. Get the app and reserve spots early for dinner and events. If you don't all you will be able to do is pools and ocean and buffet . read more

Let me start off by saying this resort does not look like the pictures on their website at all. The water on the beach is brown and there is trash and all kinds of stuff on the beach. By far the ugliest beach I've ever seen. The food here is also horrible. Employees do not wear gloves handling food. I saw an employee that was making a burger wear no gloves and reached into his pocket to get his wallet, take cash out and give it to another employee then come back and touch the food he was preparing. This resort is big for nothing. Getting around is a hassle as you have to wait for a golf cart. Rooms are old and stink like mildew. The resort credit is useless and they will try to sell you aggressively on tours and excursions. There are cats and raccons all around the resort . This list of disappointments and issues go on and on. Will never be back to a Palace owned resort. Show less read more

We chose this resort for a bachelorette weekend away from home back in March during spring break. The resort was easily accessible by pre-set transportation and about 15 minutes away from the airport. Pros: Loved the amount of restaurants/sweets available, lounge spots by the pool, and views/access to the beach. Some restaurants are better tasting than others: Asian restaurant and steakhouse are the best ones! Golf carts are constantly running around the clock to help shuttle individuals who can't or don't want to walk around the resort. A BIG PLUS: absolutely loved that you could take free lessons to learn how to sail a hobie catamaran! I enjoyed my time everyday we were there to sail with Sandra, Jesus, and Cecilia. Very friendly group of individuals that made me love every minute out there on the water! Cons: One of the reasons we chose Moon Palace Sunrise was to have access to the night clubs to dance the night away since we were there for a bachelorette party. Come to find out Friday night that our resort, the Moon Palace Sunrise, was closed on Friday so we went to the neighboring resort under the same umbrella, Moon Palace Grand. We were refused into the neighboring resort club because we didn't have a room there and couldn't purchase a day pass to access the night club. For future reference, maybe the night clubs on the shared property all under Moon Palace can coordinate to allow the guests staying at the other resorts to enjoy the night clubs with the purchase of a day pass on the night(s) their resort clubs are closed. read more

If I could give this hotel zero out of zero out of zero, I would. Upon walking in the staff had dirty attitude, when we were given our rooms, they assigned us to the incorrect room we even booked and gave us lesser value rooms. After the five hour ordeal of trying to get our rooms fixed when we started to go into our rooms, we noticed they were all dirty and had bugs and dirt everywhere as well as dirty cups that they did not pick up after. After going back to the front desk and getting our rooms changed again, we wasted an entire day trying to figure out the room situation. There are bugs in every room, as well as the pool being extremely dirty on top of all of this the food is complete and utter trash. They stole my mother's shoes and pretended like they didn't have any idea what was happening and offered her a ride to the police station to try and write a police report on the hotel. Going back to the food there is absolutely nothing that tastes edible. Everything tastes rotten/ old food. You can't even get a decent coffee here. I woke up every single day with new bug bites. I still can't believe that they told my mother that they would drive her to the police station to file a police report for some shoes if I could give anybody a piece of advice, it would be save your money, and go somewhere else. We tried to back out but we would be down almost $8000 because they would not refund us from the first day. They told us that they would give us $100 to shop at their gift shop. When I literally tell you guys, nothing is edible in this hotel you will not eat. SAVE YOUR MONEY AND GO SOMEWHERE ELSE WORTH IT read more

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Worse hotel experience @Sunrise Moon Palace! I wish I can give 0 star for the room service and restaurants prebooking service! We visited this place for the first time and while dining reservations though customer service they said I need to call at 7 am for upcoming 3rd day dining booking. I called early in the morning and that time I was told that reservations opens at midnight. So basically they just want to avoid my booking by giving runbish answers. I spoke with manager as well and he also told me rudely that all restaurants are booked in advance ! How first time visitor will come to know this kind of procedure! I didn't get dining booking even after reaching out to customer service, managers and public relations couple of times. Finally we visited Mexican rrstaurant where food was worse. Today morning I ordered warm water and waffles and they said 30 to 40 mins waiting time.We waited for almost 2 hours and called room service but it never came. We finally went to lobby for breakfast! I wonder what kind of 24 hour room service is that! Regarding transportation to airport their site mentioned that it's free pick up and drop off to airport. But when we reach out to the pick up guy at airport. He said we need to confirm before landing here. Are you kidding me! This things are suppose to be mentioned while hotel booking. For drop off also they troubled us a lot. Finally I went to public relations department and requested the booking in any slot prior to out flight! Guys please make some proper management to comfort visitors! read more

CAUTION for Female Travellers!!! We recently got back from a one week stay at Moon Palace Nizuc. There are a lot of nice things about the property, but there was one huge concern that we faced. My young adult daughter was in the shower while alone in her room. An employee knocked on the door and came in, then proceeded to the washroom door and opened it while my daughter was in the shower. I cannot accept or understand why an employee would come into the room when it is occupied, much less the washroom door to speak with the occupant. What was their motivation? We immediately reported this to Public Relations (Caroline), who informed security to investigate. We never got a follow-up response or any further communication from the hotel on the matter. I would just caution travellers of this and take necessary precautions. The potential for violence in Mexico is bad enough, but to have this incident in addition, just causes one to rethink destination spots. read more

All the moon palace resorts are amazing! This was a beautiful resort with a lot of amenities and activities for all ages. Of course the Grand still has my heart however this one was just as decent..,food could be a tad bit better but again I think I'm just used to the Grand which has exquisite restaurants. However I recommend the Indian cuisine....it was to die for! Will be coming back! read more

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I was pretty excited about bringing my family here! We wanted to the kids to enjoy a fun all inclusive resort and I had heard good things 10 years ago from someone about this place. We paid about $6300 for two standard rooms for 5 nights. ONLY positive: lots of activities for kids. The reserved restaurants were good. Negatives: if you want to feel like your being scammed the whole time, this is the resort for you. Everyone tells you something different, it takes half a day to make any reservations to anything. They claim you can do it on the app but that's basically not true, only a few places. we spent our first two days just dealing with issue and bookings. Service throughout entire property is a 2/10. At the grand it was a little better but not for the price you pay. the overall vibe in the place is scammy. The only good service we got majority of our stay was a pool waitress named Eliza, they need to promote that woman, she was at sunrise and was amazing. Food: probably some of the worst food I've ever had at all inclusive. It's not a true all inclusive because every day they "run out" of things. They literally just say sorry we are out of chips and fries, or cheese for the nachos. you name it, everywhere we went they ran out. One night they ran out of wine, just the house cab, just so unacceptable. It seems to me they cap it off at a certain amount and then just stop serving people, thats not all inclusive, yet you're paying for it. Credits: they promise $500 credit yet we had two rooms so we got $1000 credit, we couldn't even use it all, and we tried. you can only use a portion of it at every place, so they are still really making the full money off of you. for example, the spa is $230 (are we at the ritz?!?) and they let you use $100 credit so you are paying $130 for a massage ?!? get it, it's not a discount, just another scam. Rooms: we stayed at sunrise, the rooms were dated and old. Pretty small overall and we stayed in the honeymoon suite. We met people and their air conditioning stopped working and they were told just wait until later tonight. No room change, nothing for inconvenience, just oh well attitude. Water park: ran out of food by 2pm or so everyday. A process to get to because the resort is so big. The lazy river doesn't have floaties, you have to buy your own or you really can't use it. There is no area for adults to hang in the pool. Too hot to just sit on a chair all day. They push the timeshare hard. I would say most people at the resort were members. It makes sense why the bad attitude throughout as everyone there is locked in. Management does not care. Would NEVER come back, I wouldn't even stay at their sister properties after this experience. I've stayed at probably 20 resorts throughout my life, and this was bottom 2. read more

Two stars purely just for the friendliness of the people working there but I could NOT be more disappointed. We booked a Super Deluxe Ocean View King Bed Room (which obviously means no children with us) and 90% of our room viewed a children's pool area with SCREAMING kids ALL day long. (Picture attached) I immediately went to the front desk to beg for a room change and they said we had a great room that they consider a honeymoon suite and they couldn't give us anything different. The resort is FULL of families with little kids and teenagers. The resort is huge... there's no way there wasn't another room... and honestly it's too big to be relaxing. We had to walk so much to get anywhere. We ended up spending basically one day of our four days there, at the resort, and then spent a fortune traveling around the nearby cities instead. You feel completely trapped at this resort, it takes about 10 minutes of driving and gate checks to even get out. Food is okay. Drinks were terrrrible (except from maybe two bartenders on the first night we were there). They have TOO many workers trying to constantly sell you the tour of their Grand resort that we had to detour to go to certain spots just to avoid the front desk area. Sales pitches left and right. The beach water was DISGUSTING. We have much better waters in Florida and there were beautiful waters just a half hour away from this place. I was so excited for this resort and now feel like I wasted my money. Thank goodness we rented a car and drove to the nearby towns that made our trip worth it. If you have screaming children and wild teens and a bad taste in food and alcohol and just want to travel to another country to lounge in a pool all day doing nothing but drinking bad drinks and eating mediocre food, then this is the place for you. read more

Moon Palace Cancun - Our "super delixe ocean view room" that basically only faced the children's pool filled with screaming kids all day long. - Resorts Near Me - Cancún, ROO

My friends and I just returned from a weeklong stay at the Moon Palace Nizuc. So many things to complain about but I will just give you the highlights. Check-in was a disaster and we were dropped off at the wrong location after we had already confirmed. We were supposed to be booked in rooms at sunrise we had to be transferred to Nizuc because they had overbooked the resort. On top of that most of the restaurants were unable to accommodate any reservations. The whole reservation system is backwards and unreliable. I don't recommend eating at many other restaurants on property, especially not the Mexican food location, Corporales. The food was lukewarm late to the table, and the service was subpar other than the outstanding housekeeping team, I cannot say many good things about this location. It is located far away from the hotel zone and cost at least a $70 taxi ride to travel over to that area and the beach was filled with seaweed. The pools are nice and the service staff at the pools were accommodating. Overall, I cannot recommend this resort read more

I'm here with another family and neither of our rooms have AC. They keep switching our rooms to other rooms with no AC. Ridiculous. Definitely will not be returning. read more

I am giving my entire stay at The Grand Moon Palace a 4 out of 5 stars. That is rating the service and food from the different bars and restaurants separately from the rooms. It's only fair since the quality of the rooms almost ruined the whole experience and the service we received everywhere was absolutely amazing. First let me talk about the service and overall facilities of the resort. This is easily the nicest resort I have ever been to. From the moment you walk in if feels like a Las Vegas style resort. Everything is beautiful and extremely clean. All the restaurants feel like a fine dining restaurant including the buffet. Arturo was the first server we had at the buffet and he was very warm and inviting. He helped kickstart our vacation. I spent most of every day at the adult only pool, Unique. I lucked out getting Felipe as my server the first day. He worked so hard and was so fast!! He remembered my drink order 2 days later even though I had different servers the next 2 days. After that I always sat in Felipe's section!! At nights we spent a lot of time at The Library, the adult only speakeasy. Mcgiver and Pita remembered us ever night we came in! They even remembered my drink order and that my guest did not drink alcohol. They came up with different Mocktails for my friend that did not drink and they did not have to be reminded that she didn't drink alcohol. Mcgiver and Pita greeted us every time we came into the Library!! The live singers where such a great addition!! The service at EVERY bar and restaurant was absolutely amazing!!! It felt like a high quality resort every place we went to eat and drink!!! Some honorable mentions that I didn't name were: Wilma, The Library. Gustavo, Caribeño. Yolanda, Beach Palace Resort Beach. Pablo, Unique Day Club. Samuel, Habibi. Omar, Los Tacos. Karen, Ian and Orace, at the Spa. I can not repeat this enough, the service was amazing everywhere!!! Now to the part I'm very disappointed to rate, the rooms. I would rate the rooms a 3 of 5. This is one of the most expensive resorts I've stayed in and I'm so disappointed the rooms did not reflect the the rest of the resort. Right away our toilets did not work at all!! But every time we called to tell them they just thought we clogged the toilet. Every time they would send someone to unclog it. Then we would have to call again. The next morning after check in and calling too many times, we asked for a room change. They did not give us a new room until after 6pm. We had to spend the day using every bathroom besides our own. I visit Mexico all the time and I have never had to deal with so basic a tissue as my toilet. On top of that the whole process of getting a new room was very painful and took forever. We were extremely disappointed, especially for the price we paid to stay there. Once we got our new room the AC controls did not work. We were stuck with where it was set. The jets in the hot tub did not work. Also most the outlets in the room didn't work. The only thing we called about was the outlets because we were tired of being on the phone with front desk and did not want to deal with another room change. The rooms were dated and basic thing that should work, did not. Like the bedside lights, thermostat, power outlets, and most importantly toilets. We were contacted by Carolina, Quality Assurance Monitor. She did work very hard and offered us comp services to makeup for what we had to deal with. Other hotels would not have done that. She did a great job with the service recovery. Thank you Carolina! Balancing everything out I would give my entire stay a 4 out of 5. If it weren't for the lower than excepted quality of the rooms I would have given a 5 out of 5. With that said I would stay at The Grand again!! The service was amazing!! The staff was so nice and friendly every place we went!! I would just hope next time the rooms are in better shape. read more

I booked this place for the beach front but water was brown and smelled like a sewer. Cancun in general has an issue with algae in the shore but this was something else. I went to other beaches with algae but the water was not as brown and there was only a slightly fishy odor, not an offensive poop smell. There are 2 processing plants on the grounds and no one could tell me what they were processing. I am convinced it was poop. Staff is not kind or helpful. When I say it smelled, I mean, 10 times worse than passing by a poop plant. No exaggeration. So here I am with my 2 boys and we cant go in the ocean. We can't go on the balcony because of the smell and we are limited in our use of the grounds because some areas smell worse than others. Initially they placed us in "sunrise" building, and the smell here was intolerable. There was no way I could have stayed there. They did move us to Nitzuc building where the smell was slightly better but we were by the mysterious processing plants humming 24/7... processing something unknown to all staff there. Between the Sunrise building and the Nizuc building the pool was much nicer at Sunrise but this is where the stench was unbearable so we did not use it even once. I asked for a day pass, ( not even our entire stay) to the adjacent Grand palace and they said only if I attended some time share seminar or paid over 400 dollars. The beach in the grand is also brown and smelly, so not sure it would have mattered anyway. They are constantly blowing fragrance into the air of the lobbies. like baby powder and chemical flower smell. If you're sensitive to odors this is not the place for you. We all agreed the food was a 2/10 in the places we were able to try. We were unable to go to any of the restaurants that required a reservation because they only let you reserve 48 hours in advance and when you try, there is zero availability. Lastly, I tried to book a day trip through them to XCARET and they said they were not offering that because there was construction on the road there and it was a nightmare to get to. They said people had complained. They instead sold me on a secret river tour. The secret river was very nice, but guess what? it was right next to XCARET. And that was one place I really wanted to check out. I hated feeling lied to and steered wrong. I love when you can trust your concierge, and this was not the case AT ALL. Very disappointing. You wont mind this place if you are experiencing loss of taste and smell, don't mind being misleaded, and have zero desire to experience the ocean. We ended up having to leave the site every single day. There is nothing nearby so this was very expensive and inconvenient. I think literally anywhere will be better than the moon palace. And oh my! Sooo expensive! I gladly dig in to my savings to stay somewhere really nice and I am so sad and disappointed by how awful this expensive resort was. Ooh well! read more

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The resort is huge and consists of three different lobbies. Know that your ALL INCLUSIVE package is only relative to the lobby where you actually stay; not the other two, unless you pay an additional $100/day per person to eat at their restaurants and enjoy their shows. Overall the hotel is nice, but overwhelmingly drenched with stubs an aroma. The sweets lack just that- SUGAR! The pools close at 7! There is not an ADULTS only section at the pool. The drinks are good and served plenty. The beach area is plenty and enough for lounging. They will hound you to do a tour for time shares; it's not mandatory though. There are other nice hotels in the area with less restrictions that are not as expensive. read more

Here's whats good and honestly "need to improve" Check-in: Treated with cold towels on arrival. Pleasant atmosphere on entry Room: Our deluxe ocean view room in Sunrise was great. The balcony had couple of chairs and a hammock. Beach: Don't book this resort thinking of having a nice time in beach as its rotten with sea weed and smells bad. I saw none at the beach everyday Lawns: Very well landscaped gardens and paths for a perfect stroll walk or jogging Bicycling: Rent one from lobby and its a great family experience Housekeeping: Staff was very pleasant, always with a smile, kept rooms cleaned Room service (food): Worst tasteless food except for the chocolate milk we ordered for kids. Service took 1 hour and 30 minutes average to deliver everyday. I would not recommend using this service. Room service (beverage, alcohol and refrigerator stocking): Everyday somebody kept us asking if we needed something and kept us well stocked. Kudos to these people. Resort credit: Mexican shop in the sunrise resort here takes resort credit only for tequila as I got to know from the guy there. And the other shop also has this only for certain very limited and specific items. Resort credit is a waste if you are thinking you can use anything except the spa. I would say don't go by the resort credit to book rooms or shop, and just venture a day to the city to shop and buy from local markets. Restaurants: palace resorts app is buggy and always shows no availability for any restaurant. Agra was booked even for next 4 days for dinner all the time we called in. Worst experience. Once again, don't get fooled by their website showing you can experience these restaurants. I was able to reach out to public relations right away and nothing worked out as they themselves couldn't find tables in any of the restaurants even on the last night of our stay. Bars: the swing bar at the pool is great. Lobby bar gets crowded in evenings until the night 24 Hours Cafe, Bistro: This is a life saver if you don't get to any of restaurants. Pastries, sandwiches, coffee, crepe, ice cream, etc for 24 hours. Pool (adults and teens): Calm and great areas for enjoying Kid's pool (6 months to 8 years): Wonderful experience here with my toddlers. At just 1 feet deep, this is the right and safe one for small kids and well fenced from the other deeper pools. Waiters at the pool did a commendable service and kept us fed and hydrated. Thanks. Experience at The Grand: Kids pool area is awesome. Right place for toddlers. My kids also had a great day in The Grand Playroom. See the photos for yourself in the yelp photos as it has many activities and a snack bar too. The tour of The Grand: If you stay at sunrise or nizuc, you get a tour (conditions apply). They offered a tour of the new The Grand resort which took 90 minutes plus another 90 minutes of negotiation to become a Palace Elite member. I felt I was in a business conference during a personal vacation. They need to change something here to make it a pleasant experience. The whole area looked like a car dealership, people in suits sitting in a big hall of 50 tables to woo people to become their member. Transit within resort: Applause to the transit people chauffeuring people between room and places within resort and doing this continuously for entire hot day. Taxi to city, downtown, market: 25 USD or 400 Pesos to anywhere in city. Book thru the front desk and you get a safe ride. Coco Bongo: Talk to the front desk to get you booked for Coco Bongo experience. They offer free shuttle to the club and back to the resort well past midnight. Felt really safe to book via resort as they keep track of your leaving and return. Vacation Planners: Didn't experience this service and we mostly kept us inside the resort, pool and just a day to the city. So, no comments. Checkout: A breeze. The bell boys took our luggage from room to the lobby. read more

Moon Palace Cancun - Each building is named after a mexican item or name. This one is Sombrero referring to a hat. - Resorts Near Me - Cancún, ROO

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Came here for a concert event, first time at Moon Palace but definitely not my first time in Cancun. I had a good time at this resort. It is very well staffed and everyone is friendly. They may not have been fully prepared for the hundreds on people that were descended upon them all at once for this event but they held it together. The rooms were very clean. The food on the resort was satisfactory. The room service takes hours, comes cold and isn't very good. The pool is nice and the bars are stocked. Overall I would recommend this resort. read more

Well, was there with my family this Christmas. Heard much about Moon palace so was expecting a fabulous time. Starting from the day we arrived; we reached earlier as we had an early flight so the room wasn't ready, understood their check out time is 12 pm so sometime after that expect it to be ready but no it wasn't ready till 3.30 . After that got a mail that it was ready but surprisingly when we landed on the room it was being painted n polished, like seriously. Went to reception but the person there wasn't sorry but rude and instead said you can wait for it to finish. We asked for a different room as it was going to be 4pm then they gave a room at the end of resort. This room had cob webs and leaking in the closet which I noticed much later. In the morning loud noise of cart pulling is usual from the staff which disturbed our sleep. The restaurants booking are not available and you have to call only from your room and that even 48 hrs before. Really, how can you expect this. Other two restaurants which have buffet are nothing great. They don't explain whether dishes are veg/ non veg, if you ask the staff they are clueless and food was bland with no salt even. All 24 hrs bakery shop is a saver which has cookies, icecream n crepes. The lobby bar has some nice drinks. Cart service is really good and available all times. Swimming pool, Christmas programs, kids activity as mini golf, arcade, biking, swimming, Santa visit were really good. Beaches are dull and smelly. All in all I expected much more than this with the amount of money spent. The staff should be courteous and not give excuse of high and busy season for everything. If they expect so much crowd they should know how to handle. Make restaurants available easily instead of being pain. read more

Moon Palace Cancun - Leak in closet - Resorts Near Me - Cancún, ROO

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