The little desserts were good and the drinks weren't watered-down, but otherwise, I absolutely hated this place. Expect to spend 2 to 4 hours just checking in. There will be several lines and all of them are long. Most of the restaurants are already booked with reservations, so if you're planning to go, you better call well in advance to reserve a table. The buffet food was fine. The desserts were the highlight. The dining room itself was reminiscent of Morrison's cafeteria, but the food was better quality. The service was slow and unremarkable. The pools all close early, so don't expect an evening swim. You'll spend the evenings shopping or listening to really bad live music. You are pretty far from other places in Cancun, so you can't just easily go back and forth. Checking out in the morning isn't half as bad as checking in, but it's still not a quick process. They'll call you a cab to the airport, but be prepared to wait 20 to 30 minutes for it to arrive. The place is enormous, so people with mobility issues will need to take the little golf cart style shuttles, which means more waiting. Some areas smell sooooo bad of sulfur and sewage. The area outside of our room smelled vile and we listened to cats fighting or mating all night. I was really glad to go home! read more

Moon Palace Cancun - Pretty little desserts. This was the ONLY thing we enjoyed at the resort. The check-in procedures alone are enough reason to never return! - Resorts Near Me - Cancún, ROO

I forgot to edit my review at the end of the week like I said I would. Great resort great amenities had a amazing time. Definitely planning on coming back and going to the other palace resorts so many wonderful different types of food and places to eat. The barbecue shack next to the pool Had great ribs. The only downside we had was that the room we stayed in the elevator was broken, but they were working on fixing it. Room service took a long time never even got our order. But everything else was tiptop and a great experience. We also purchased the photography package to do family pictures, and it was definitely worth the money. Can't wait to come back. read more

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Be prepared to wait for hours to check in to your room :( it's ridiculous and so disappointed in this experience sitting around and waiting, from activating room credits to booking activities. Pretty much wasted half of the day trying to get our rooms, waited around for at least 3 hours.... Such an exhausting experience with a large group especially since we woke up so early to fly in, up since 4:30am! and just sat there waiting after we finished lunch for hours not having much to do, even though one group got their assigned room first around, wasn't sure where the rest of us would go so we sat by the couches and kept checking in with front desk since they never sent us room confirmations. We finally got to all our rooms by 4-5.... What a nightmare process. Not a happy start to the vacation honestly and it's so frustrating having to talk so many people and the answer is always the room is not ready. Not cool! Like give us something else to do while we're waiting vs having our group of 10 sitting around not doing anything and just feeling tired. Some people were falling asleep on the couch while we waited... We had 2 other families friends that flew in 2 hours after we did and got their rooms right after they checked in, before we got ours another 30 minutes later... closer to 4:30pm when we finally got our room number. My friend's family didn't have to wait long and that just felt so unfair. This place really needs to do a better job in upgrading their system, assigning rooms properly and treating their customers well. Already ruining our vacation start on the first day....! Not sure what I'd expect after this... so disappointed and frustrated by this whole set up. read more

Moon Palace Cancun - Resorts Near Me - Cancún, ROO

This resort is an absolute mess. Dirty rooms, terrible food, and on top of all that. They allow broken glass around the pools. They have the nerve to charge $50 for first aid services. This isn't a place for kids or anyone else. Stay away. read more

Moon Palace Cancun - Resorts Near Me - Cancún, ROO

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We booked the Governor Suite expecting a premium, stress-free vacation, but this resort completely ruined our trip. Here's why: Cleanliness: The first impression was shocking--dirty toilet paper left outside our room. For a property claiming luxury, this is unacceptable. Service: Staff were consistently unhelpful and dismissive. Requests took hours (if they were addressed at all), and there was zero sense of hospitality. Amenities: What's advertised online does not match reality. The suite felt dated, and basic maintenance was lacking. Value: For the price of a Governor Suite, you expect world-class service and comfort. Instead, we got frustration and disappointment. This resort doesn't even deserve one star. If you value your vacation, stay far away from Moon Palace Cancun. There are far better options in the area that actually care about guests. read more

We had an amazing time with our toddler for his second birthday. The staff is EXCEPTIONAL, especially the ladies who work at the playroom. Danielle and there was one other lady, please if you see this we appreciate you both. They kept the playroom so nice and clean. Everyone was amazing we will definitely be back and excited to visit their other locations read more

The check-in process takes 1/2 an hour. And heaven help you if there is more than 1 person in front of you. Once you finally get checked in, you are immediately targeted with a sales pitch for a time share. And if you try to say "no thank you" they continually harass you every time you walk through the lobby, continue the assault by calling your room every day. We were here with my daughter, son-in-law & grandson to celebrate their 10th anniversary. The resort sent them an email saying they were upgrading their room, but when they checked in, they didn't want to honor the email. The resort manager had my daughter forward the email to him & it looked like they were honoring it. But, not really. And it was a hassle for the rest of the trip. It's too long a story to get into here, but I will say the resort made a mistake and ended up blaming my daughter. They handled it very poorly and made them feel like they did something wrong. Then they made them sign a waiver saying they wouldn't take legal action against the resort!! Unbelievable. Additionally, housekeeping was less than stellar, they kept taking towels but not replacing them. And the food in the restaurants was not great. The Gondola was AWFUL! The Hibachi was the best. The overall experience left a bad taste in my mouth. There were multiple issues and they were handled poorly every single time. Management had opportunities to make things right but failed to do so. Customer Service was atrocious. I guess if nothing goes wrong, it would be fine, but that was not our experience. I will never come back here & I will warn others against it if asked. read more

Overall, this resort is not terrible. However, it does need to be broken down for those of you who are booking. Firstly, if you have never been to Cancun, know that resorts that genuinely care about your overall experience will offer shuttle services. The chaos of transportation from Cancun airport to resorts is frustrating, and the Moon Palace does not offer shuttle services. DM me for some viable options. On a positive note, they do have a manned gate that checks guests in and out of the property, which is a perk given the civil unrest. Upon checking in, it feels like a swindle, much like most things in Cancun. I could have upgraded to The Grand for $300.00 per person for the five nights, on top of the thousands I have already spent, or I could pay to be on the ocean view with a balcony for $86.00 a night. You can only imagine the frustration. There are three resorts at the Moon Palace, all of which are "all-inclusive" and offer free entertainment (like karaoke, live piano, and a magic show), food, and drinks. This doesn't include excursions, the spa, golfing, a few other unique dining options, and the bowling alley at The Grand. Another thing you should be aware of is that The Sunrise and Nizuc do not allow you into The Grand; that will require a day pass. If you are going with a large enough group, however, this may be included with your convention package! The resorts are ranked based on "status," with the most exclusive being first, as follows: 1. The Grand 2. Nizuc 3. The Sunrise In an odd way, they all have their perks. For example, Sunrise has the only Indian restaurant and is closest to the on-site convention center. Nizuc is more serene and feels less crowded. I personally am a fan of privacy and as little interaction as possible, which is why I loved that I didn't upgrade my room for this convention. However, the best of the best is at The Grand. It's apparent that The Grand is the newest resort out of the three, has more spacious rooms, grants you access to all three property amenities, and the restaurant options are endless. This includes the absolute best restaurant on all the properties (Cusco), and unfortunately, I was unable to check out their (adults only) French restaurant because it was lent. All in all, there a reason you can't make reservations for a lot of events and special excursions online you will find Cancuns pricing strategies are unique and you are not immune at this resort from the room to scheduling "The Journey" dining experience. That went from 300.00 per person to 168 person to not even available while we were staying. Just be prepared after you get past all the negotiating you will have fun and transitioning into regular life of paying for every meal will be challenging. You got this! read more

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This is my fourth and last time at the Moon Palace. The apathy and lack of care is palatable. The hotel is run down and dirty, the staff has stopped caring or trying (usually this happens when leadership has been changed or absent) and the rooms are left unkept, unstocked, and patrons left to wonder what happened to this once grand resort. All anyone cares about is selling you into their timeshare and from what we understand that is a total nightmare. Don't do it! read more

A cleaning lady accused me of hitting her/slapping her twice. We were given 20 minutes to pack up and vacate the resort pending her pressing charges. I was on our patio the whole time she was cleaning our suite. I interacted with her once when she opened the patio door to ask if we needed anything. The same cleaning lady from the previous day who didn't change the linens on Robert sister's beds. I asked her if she could change the linens, she didn't understand so she gave me her phone to type it into translator, I did. I stayed on the patio until approx 2:30pm, I don't even know when she left. At 2:40pm there was a hard knock our door and I answered it and there were 5 men standing in front of the door. The lead said he was there to understand the altercation between the cleaning lady and a member of our room. I explained we did not have an altercation and I asked who did she say it was with. He said you (me). I explained it wasn't true and that we were all on the patio. She told them she feared for her life and was assaulted. They didn't look at any CCTV for the patio or door. If she had been assaulted she would've been upset leaving the room, CCTV would corroborate that I didn't leave the patio. We were told they believed her story and I said she is lying. She identified me and I was asked to vacate the property in 20 minutes but the others could stay. Of course we all left, we were flanked by security and they wanted to take my bags, that was a big no... I told them I didn't trust them not to put something in my bag. We were taken to the front desk, our wrist bands were cut off, I was charged for scheduled services for Sunday and Monday and additional $790 which I said I wanted to cancel they said I couldn't and had to pay. It would've been considered theft if services and the police would've been called. read more

Moon Palace Cancun - My story on Facebook - Resorts Near Me - Cancún, ROO

SCAM - Beware, Brides & Grooms -- My Experience with Moon Palace Weddings I want to share my experience having my wedding at Moon Palace so others don't go through the same disappointment and scam. Moon Palace made big promises if I secured a certain number of guests and room nights. I met those requirements, but when I arrived, I was told the perks and events couldn't be provided at that time. Instead, they said it would all be handled after my wedding. Of course, once the wedding was over, those promised perks were no longer useful. From my perspective, this feels like a bait-and-switch. They waited until my wedding was finished, knowing I wouldn't benefit from what was originally promised. My advice: Do not plan your wedding at Moon Palace. Brides and grooms deserve honesty and reliability, not broken promises. They told me that, to make up for the situation, I would receive 5 free nights at any Moon Palace property. At the time it felt like they were just trying to quiet my complaints. When I later went to claim it, I was first told it was on file but then they denied ever making that promise. Fortunately I recorded the call and have proof of what was said. They noted it in my file but still chose to go back on it when I asked to use it. read more

Well, I am here now and I gotta say for the price and what you get it's amazing. The service is good however, there are a few things. I gotta make mention customer service needs some help. As far as the resort is concerned the workers do their job but the leaders are a little less attentive. They count on the workers to make you happy so that they don't have to deal with you when something goes bad. There's no one to talk to More so they try to oversell tours and make money on the things that aren't in their hotel that cause problems I have several examples of this working with their concierge isn't very concierge like and working with their customer service isn't very customer service like you also don't get detailed bills and so it's a little hard to tell what is free and what is not other than that food is great having access to the multiple resort is great and the workers are amazing. Tip them well And treat them nice but their leaders they need some work. read more

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Absolutely horrible. First night I spent 3 hours trying to find the people to talk to to do their little extra watermark assignment. The night I came back was the worse part. Cockroaches, endless rows of cockroaches flooding our room. It took them 30 minutes to send them one handyman to get rid of the cockroaches. Absolute horrible read more

This review is for a weeklong stay at Moon Palace at the end of April 2025. This trip was best described as extremely underwhelming and bland in every aspect. The housekeeping failed to provide clean glassware and a clean tub, the food was generally bland (with the exception of Carvao and Momo Teppanyaki), the staff had poor communication and utilized aggressive sales tactics to try to force you into a timeshare, the golf cart system often had us waiting for 20+ minutes, the spa massage was low effort, there is an additional 16% service fee to almost all excursions when using resort credits, and we are fairly confident that all of the alcohol was watered down throughout our stay. You are far better off staying at Xcaret and we regret staying at Moon Palace. They also have a weird history of tragedies happening on their properties, you should carefully research this place before going. For the alcoholic beverages, I always got a weird nauseating stomach ache that I have never felt before even though I mainly stuck with brands I was familiar with and I've stayed in several different countries with accomodations that didn't tout themselves as one of the best like Moon Palace. Even with one drink I would have a stomach ache unless I had champagne, which seemed to be the only safe alcoholic drink for me. Again, the spa treatment was low effort. We were not informed of the complimentary "water experience" when booking, so when we were early I told them I would simply wait until my appointment since I had no bathing suit. They offered their disposable bathing suit that I wish I declined. The bottoms are blue, but for some reason the top is white, so I stayed in a tub that didn't fully submerge you in water. I watched a woman point to me then the staff asked if I would like to move to the hot tub (the soaking tub only had seats for two people). I obliged without thinking so the pair could sit together, so when I got out the water, naturally the white disposable top was completely see through. Thankfully, a staff member soon came with a towel to cover me. The massage afterwards was not worth the experience. Nearly every restaurant was buffet style and the food was okay. For our first dining experience, they asked my allergies and were careful to note it down, then waited until my partner was away before asking me to sign a waiver stating they are not liable for any allergic reactions. The bathtub in the room was dirty, we asked it to be cleaned again, it was still dirty. With the several times they left their dirty rags in the room over the stay I was able to clean some of the spots, but the rest were stains and scuffs. The paint job in the room and parts of the resort felt lazy, like they gave it a "landlord special" in some parts. At one point during the very lengthy sales pitch (that they swore up and down would only take 1.5 hours), we expressed a few concerns and the salesman cunningly asked "Well, what are our ratings you've seen?" We had only seen the google reviews so we said around 4.5. Getting back to our room, we saw the 2.4 rating on Yelp. We had to firmly express our disinterest before they "accepted" we would not be buying. Then they sent another person who adamantly shared they are not a salesman, then proceeded to insist on another sales package that was more expensive than what we were previously offered. We finally were sent to someone who they said would simply give us some credits, he also spent 15 minutes trying to sell the same exact package we just refused. Every time a staff member asked how the stay was, if even if we tried to keep it brief but honest ("It's been okay") they would insist they will take our concerns up to someone, then immediately try to sell us an overpriced package for a resort we just said we didn't enjoy our time at. We had this same experience when checking out, but thankfully, this salesman would tell we simply wanted to go home. When I asked 10 other stayers who bought the membership during their stay, each had the common theme of not having experience staying at other resorts. I would suggest experiencing several before committing to this one, but perhaps they keep true to their promise of a better experience with the membership. Even with setting up our sales appointment, it was disorganized. We were told it was at a specific time, then we were called about them changing our appointment time, then we were called asking why we missed our appointment at the original scheduled time. We went to the lobby at the rescheduled time and spoke with both representatives who gave the differing times, each blamed the other representative, neither took accountability. All that being said, the two great parts of this trip were the excursion to Isla Mujeres (although there was an additional paid component after being told it was all included) and the romantic dinner on the beach. read more

Everything! Except the servers. If it weren't for the fact that Crash My Playa is held there, we would never stay there. We have been going there every yr since 2020 and have seen a drastic decline We have had at least one issue each time, from hard selling their time shares from the moment you arrive, to losing our luggage (2x), not being allowed to have a massage because of a scar from a surgery that happened years before...their customer service dept and management is lacking in how they deal with guests. This last trip there a week ago was the worst yet. The elevator in our building was out, so I called the front desk (I am a native speaker, so was able to do everything in Spanish) and was told that they didn't know about it and there was no work order, but they would get on it. We are older so climbing the three floors regularly was a bit much, not to mention the poor bellhop having to carry two 50lb bags up to our room, the cleaning people having to carry all their supplies and amenities, and the wait staff delivering food. I asked the wait staff if they had any idea when the elevator would be fixed and he said he wasn't sure because it had been out for over a month! As for the rooms, they never would leave washcloths and sometimes couldn't get hand towels. I was using a flbath towel or bath mat to bathe. When I asked if I could get these things, I was told I needed to call the front desk. So everyday I had to put in a request. Our friends who were staying in a different building didn't have hot water for 4/5 days. Last but not least, I ordered the same drink from the same server everyday for three days, a banana and chocolate called a dirty monkey, on the fourth day it was a different drink and she told me that they've never had the drink and I must have had a mudslide... After two days of this, my friend and I went down to the front desk to put in a formal complaint. I spoke in clear Spanish. I was told that you always have to ask for anything other than bath towels, I was told that the elevators had only been broken for 2-3 days and that no other buildings had them and it was just a courtesy to have one (even if it was non functioning), then as the maid had suggested I asked for the nice pool bag that we've always gotten and that my friend received. The same gentlemen told me that not all rooms got them and that my friend got one because she was in a honeymoon sweet. My friend denied that and told him that all the rooms were the same, mind you we've been going there for six years! She then told him she also needed towels and that they had no hot water. He told her that she probably didn't know how to turn the hot water on if you turn the handle in all directions and it's always cold, it's hotel issue not the operator. It's bad enough that for a supposedly 5 star all inclusive hotel they were basically incompetent, but to insult our intelligence was beyond belief. All of the non management/front desk people we dealt with were great! The food has gone downhill and so have the bar drinks. We normally spend two weeks in Cancun 8 days at the JW and 6 at Moon Palace, but next time we will stay the min 4 days for the festival. It's a shame that the production company does such a great job. Just wish it was somewhere else.. read more

I am spending my 2nd hour now on transportation to the airport tomorrow. I originally came in to someone screaming about the ineptitude at the public relations desk. We had a delay getting here and they had updated our reservations but not our transportation, and now I'm sitting on hold with David - because I refuse to pay for something they messed up on their end. After almost 45 minutes he has informed me that though customer service emailed the change they did not change check out and so we are responsible. I asked for a manager but David refused. The nice thing is it made it easy to decide on purchasing here. (Definitely-Not happening now). I will says Gasper at the Nizuk pool was attentive and went above and beyond the necessary for our party of 17. Then Abraham at El Trattoria was just amazing and deserves such credit for his skill.. They are responsible for the star rating. Food the French restaurant was amazing as was El Trattoria, the calamari by the pool was excellent but the rest of the food was just okay. My other issue is the resort will not curtail, their guest even if they are making other guest uncomfortable. When I was trying to explain my issues with this place - I would say imagine Disney if it lacked the magic. It's not that it's bad, it's just not Great. The potential is there but it's in desperate need of an close-down and overhaul not someone painting the stairwells in a full building. read more

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There were two incidents my family experienced while staying at your resort. We spoke with managers as well as your customer/public relations office. With no resolve. We were at the resort for 6 days. After we spent our thousands just like everyone else the behavior should never have been shown to use , what a huge disappointment and disgrace. We experienced blatant racism from multiple employees. Many of the staff were a joy however it only takes a few to total ruin the vacation. We stayed at Moon Palace Sunrise and after this trip never again, you can certainly get a better value for the money you will spend. read more

First time staying at an all inclusive resort, and it was an eye opener. My sister and brother in law treated the family to a vacation during spring break, and we stayed at the Sunrise. If you're not familiar, this place includes Sunrise, Nizuc, and the Grand. If you're staying at Sunrise or Nizuc, you cannot go to the restaurants or water park or other amenities at the Grand (more on that later in this review). Really no major issues throughout our stay at sunrise. During check in, they're going to tell you to download the App and it makes things so much easier. You can look at the entertainment schedules, restaurants, events available, and order room service, cleaning, and supplies. Room was showing some wear and tear, but it was still pretty nice. Shower pressure was good, bathroom was clean, and it was just so relaxing sitting out in the balcony every morning. The maids will come everyday, so if you don't want them cleaning, make sure you put up the do not disturb sign. They did a really good job of cleaning the room. In room dining usually took about 40 minutes to an hour, so if you're impatient or have somewhere to be, make sure you pre order breakfast the night before with a time you want it delivered. You can order in room dining for the next day on the app, but that menu is a little more limited. We didn't have any issues with room service until the last day when the app said they delivered the food, but we never got it. Lots of different restaurants to eat at and they have buffets, seafood, Italian, Indian, and Chinese. Food was good and we actually didn't even get a chance to try all of them during our 7 day stay. A negative is that some restaurants require reservations and it was pretty hard to get a table at some of them unless you call really early or at midnight. There are also a bunch of dessert, coffee, and bars all around the resort and they also set up buffets outside during the live shows at night. Some nice pools where you can swim and lounge around, but again, you either have to get there pretty early or later in the day to reserve a lounger. I was expecting those beaches with clear and pristine water, but that is not what you'll find here. Dark and murky water and a bunch of seaweed. It's nice to lounge on the beach, but you rarely see anyone swimming in the water here. Employees were all very nice and friendly. There are buses that will take you from lobby to lobby to Nizuc and Grand, and also a bunch of golf carts driving around all day to transport you to different parts of the resort. Playroom is nice for the kids. There is also a wired lounge where they have pool, air hockey, video games, basketball, etc. to keep kids (and parents!) busy. There is a synthetic ice skating rink that I thought would be cool to try, but I would stay away from it as it is pretty much unskateable and there is a good chance you will get hurt if you try to skate on it. The flow rider is pretty cool and fun where can try surfing or body boarding on the man made waves. There is also a gym and spa that I didn't even have time to check out. Nightly shows that are pretty fun and entertaining. As I alluded to earlier, the Grand is the newer and more expensive resort. They have better restaurants, the huge water park for the kids, and is overall just a better resort. The only way to get a pass (I think) is to go on a little 3 to 5 hour presentation with a hotel rep who will try to sell you on becoming one of their elite members. They will take you on a tour of the Grand and will sit down with you and discuss numbers and benefits and will try to make you pay like $10,000 and up for a membership. Stay strong and just say no, unless you really want to do it. They will still honor their commitment to give you a pass to the Grand and you should ask for a three day pass. With the pass, you can enjoy their restaurants and if you have kids, they will most likely enjoy the huge water park and kids playroom. Overall, it was a really nice and relaxing vacation. The workers in the green shirts will keep trying to sell you vacation packages up until the minute you're checking out, but again, just stay polite and strong and tell them you're not interested. I unfortunately visited The Grand for three days so I saw how much better of a resort that place is than the Sunrise. However, cant really complain too much about my stay at Sunrise. read more

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There are 3 hotel properties! 1. Nicu, 2. Sunset 3. The grand. The grand has the most options with bowling, waterpark, and adult pool club. If u have kids just stay at sunset where they have a great kids club and huge pools. Also all the entertainment is on the sunset side and usually outdoors. On the niku side,, some events are indoors so u get some AC! I thoroughly enjoyed the nightly shows with my toddler and the churros we would get to eat wile watching. My fave restaurant would prob be the ala carte asian one... teppanyaki was just ok. The coveted indian one was too spicy for me. The Brazilian steak house was great too! We never really left the property except for a dolphin swim using credits! Ooh i also got a hair cut at the salon with credits. That was great too! Def be back to try the grand side when daughter is older. read more

I am writing this review for a friend with language barriers. My friend and her young family spent about a week at this resort. Sun, warm weather and surrounded by family and close friends for a week sounded heavenly.. oh, how quickly things can take a turn for the worst. Her youngest son (3), got salmonella from the food. The majority of the flight back to WA was spent in the bathroom for her and little man on the plane. The front desk attendant was cold and rude. His name is Corey. I would hope management looks at these reviews and reaches out. Salmonella confirmed by MultiCare in WA. Screenshot is admittance paperwork. No effort to contact nor rectify thr situation by management of property. Avoid this place like the plague. read more

Moon Palace Cancun - Thanks for giving a 3 yr old salmonella - Resorts Near Me - Cancún, ROO

Moon Palace was a great spot for our group of 14! We booked everything seamlessly through Costco travel: resort, airfare and travel to & from the airport. Prices were definitely highly than pre-pandemic but that is to be expected. The hospitality at this resort was amazing, they have a very attentive staff. From the moment we stepped out of our vehicle. They offered to take our bags to our rooms as we checked in. The check in process was typical for a resort, kinda long but informative. What I didn't know about this resort is that it is split into basically 3 different hotels. Sunrise, Nizuc, and The Grand. While booking, we didn't have the option to choose where we were staying, I'm sure that is different if you book directly. Our group was split up between resorts but even being in the farthest rooms by the golf course, it worked out because they give you a golf cart, and I also appreciated the privacy. Restaurants and entertainment are on par with any other resort I've been too. La Trattoria and Momo restaurants were my favorite. We didn't get a reservation for the hibachi but I think I preferred getting the food made a la carte. Pool service was really efficient, I was worried that I would struggle to get drink service because I spent a lot of my time at the kids pool, (judge me, I like a good waterslide) but it wasn't an issue at all. The only complaint I had was how expensive it was to golf...call me cheap, but the course was definitely not worth $230 a person and to my knowledge, that was with a significant discount. TL;DR: Attentive service and great for large parties and families with children. read more

Moon Palace Cancun - Resorts Near Me - Cancún, ROO

Listen everyone who worked there was absolutely amazing. Service was exceptional!!! I've enclosed a photo of this amazing server named Luis. Not only was he extremely attentive (we were getting free service while watching live music), he was also attentive with water. I was sitting on the ground to pick up everything that spilled from my purse in the sand ... Luis saw that , came to my friend and I to ensure everything was ok. I felt so safe and cared for. He really wanted us to have a great time - while looking after us as well. That means a lot when two gals are traveling abroad. Thank you, Luis... for everything. However, I do believe this location has sewage issues. It smelled so bad whenever we kept the door closed. Also a huge problem with ants. Granted it's an all-inclusive and they encouraged people to leave their dishes in the hall where their cute little trash pandas and fire ants to feast. I'm sure not every patron was necessarily the cleanliest guest ... there should be another way to contain certain waste. Spa was absolutely amazing! Big shout-out to tetanisha (spelling???). Molded me like a stubborn piece of clay. And also to that beautiful soul who put cucumbers on my eyes. Thank you for making my first all-inclusive spa experience. I hated the fact that there was a spa service fee added after our therapies. Made the resort credits (and fake 40% discount) useless. Bottom line experience and customer service 10/10. The site itself 2/10. Loved the shows though. Amazing music!!!!!! read more

Moon Palace Cancun - Resorts Near Me - Cancún, ROO

**1/5 Stars - Terrible Experience for Our Wedding Party** I'm writing this review to warn other couples considering Moon Palace for their destination wedding - save your money and look elsewhere. Our wedding party experience was an absolute disaster from start to finish. **Major Wedding Location Mix-Up:** The most unbelievable failure was that they completely messed up the location of our actual wedding ceremony - despite everything being planned and confirmed a full year in advance. A YEAR of planning, and they still couldn't get the most basic detail right. This level of incompetence is staggering and completely unacceptable for such an important event. **Customer Service Issues:** The customer service at this resort is completely unprofessional and unhelpful. Staff members were dismissive, unresponsive, and showed no interest in resolving our concerns. When we approached them with legitimate issues, we were met with indifference and excuses rather than solutions. **Management's Complete Lack of Care:** What made this experience even worse was that when we escalated our concerns to management, they showed zero interest in addressing our problems or making things right. Despite bringing serious issues to their attention, management was dismissive and took no action to improve our experience. This shows a complete breakdown in leadership and customer care from top to bottom. **Transportation Coordination Nightmare:** The transportation between resorts was chaotic and poorly managed. Despite being part of a wedding party with specific timing needs, we were left waiting, given incorrect information, and experienced multiple delays that disrupted our carefully planned events. The lack of coordination between different resort locations made what should have been seamless transfers into stressful ordeals. **Ruined Wedding Events:** Every single event we had planned for our wedding celebration was negatively impacted by the resort's poor organization and execution. After spending thousands of dollars, we expected professional coordination and attention to detail. Instead, we got missed reservations, delayed services, and a general lack of care for our special occasion. **Unprofessional Staff Behavior:** Most disappointing was discovering staff members speaking negatively about our wedding party, apparently assuming we couldn't understand what they were saying. This level of disrespect is unacceptable, especially when guests are paying premium prices for what should be exceptional service. **Final Thoughts:** Moon Palace completely failed to deliver on their promises. For the amount of money we spent, the experience was inexcusably poor. The combination of terrible customer service, logistical failures, unprofessional staff behavior, management's complete unwillingness to address our concerns, and their inability to execute a wedding planned a year in advance made our celebration far more stressful than it should have been. When a resort can't even get your wedding location right after 12 months of planning, they clearly have no business handling destination weddings. I cannot recommend this resort to anyone, especially couples planning destination weddings. Choose literally anywhere else - your special day deserves so much better than what Moon Palace offers.​​​​​​​​​​​​​​​​ read more

No Refund and No Planned Trip with Palace Elite/ thepalacecompany.com I had planned to celebrate my 50th birthday at the Moon Palace in Cancún, Mexico, from July 24-31, 2025. Due to unforeseen circumstances impacting my guests, who are career government employees, I was forced to cancel the event. On March 20, 2025, I called to inform the resort of the cancellation, and I followed up with a formal letter on March 21, 2025. During my initial call with my wedding and events representative, I presented two options: a full refund of my deposit or applying the deposit toward my Palace Elite membership balance. I was told the representative would need to consult with management and would get back to me. Over the next several months, I made numerous attempts to contact the resort for a resolution. Despite being repeatedly told that someone would call me back, I received no updates. My sales representative later informed me that a refund was unlikely, but the deposit could be used for a future trip. I agreed to this option, but again, I received no follow-up details. On July 15, 2025, just days before the scheduled trip, the representative finally contacted me to state that a refund was not possible and that the resort would not be issuing one. This was months after my initial cancellation notice in March. A letter was sent from the representative on July 17, 2025, promising to "fix the situation," but as of today, I have received no resolution. As a Palace Elite member, I am extremely disappointed with the lack of communication and poor customer service I have experienced. I have attempted to work with Moon Palace for months to find a solution, and the delayed tactics and failure to follow up are unacceptable. read more

Our experience started with fresh, dried blood on two separate pillow cases and got worse from there. Unfortunately for us, we didn't spot the issue when we first arrived in the room. We also didn't see the blood streaks on the curtains, the hair in the shower stall, the stained mattress or the mold and mildew in the bathroom upon arrival. When we went to complain to management in the morning, they held an "investigation" and determined that it was not their fault since we didn't immediately make a complaint. Yes, I made a long story short, but we held discussions with management over a five day period. They never offered compensation of any kind. They even went so far as to say maybe our sleeping grandson may have caused the problem!!!!! The standard reply is that the essence of the company is more than service. They say that they try to craft moments that are truly unforgettable. They succeeded in our case. The experience with hotel management was so unprofessional and horrific , we will truly never forget. Could I say anything nice about the resort, sure. They have lots of food and drink. Some of it was even good, but don't count on it. read more

The Moon Palace Nizuc was an enormous disappointment--a huge waste of time and money. While the facility and grounds were nice and the experience of being there had the potential to be enjoyable, the aggressive sales tactics overshadowed anything positive about the experience. From the moment we stepped on to the property, a sales person immediately told us about all the restaurants and activities we didn't have access at the Moon Palace Grand. They shared very little information on what was available at Nizuc, only made the point that it was quite limited relative to the Grand and that we ought to pay several hundred dollars to gain access to the Grand. When I told them no, the next pitch was to take part in a 90 minute sales presentation in order to gain access to the Grand and to get Resort points. They promised Resort points would allow access to many other activities. Unfortunately as it turns out the Resort points were exceptionally difficult to use and really not worth much given the limitations and associated charges to use them. The 90 sales pitch was actually closer to 3 hours, and was very intense and manipulating. They used so many high pressure sales tactics--including three different sales people who tried to seal the deal and got nasty when told no. Throughout the process, they devalued what we'd purchased to try to influence us to purchase something more. It was a truly dispiriting experience that left me feeling exhausted and upset that I'd wasted a good part of our day. Rather than enjoying the sunny weather, they kept us for hours in over-airconditioned spaces, absorbing their high pressure sales tactics--to buy memberships for thousands of dollars in their resort network. They did very little to make our experience positive before they immediately launched into sales mode. We were able to use some Resort credits for massages, which were among the worst massages I've ever had, wasting more of our time indoors. Everything was exceptionally busy including the pool area (it took close to an hour to find seats) and restaurants (the only reservation we could get during our first 3 days was at 10:15 pm--too late in my opinion). Based on the information from the booking, it was not clear that Nizuc was so limited in its offerings, so it was a disappointment from the very beginning. There was no attempt to share information on the activities that actually were available at Nizuc--only attempts to make us feel like we were missing out. The whole business is about making sales--not about delivering good quality. They have a high number of not particularly engaged people working there who are not thinking about how to provide good customer service, only about how to make people go through their sales tunnel. Not relaxing at all. Go to another place in Cancun. And if you must go to Moon Palace, avoid their sales people at all cost! read more

What could be improved, EVERYTHING! Our travels to Cancun were an experience that included EMS and X-rays. We arrived late to the resort due to circumstances outside our control. We didn't an inspection of the was necessary because we were exhausted from our travels. The next day we were up early and out of the room for day. Nothing was bad since we really weren't on the room. Room appearance was initially nice, but further inspection changed my thoughts and I was discussed. Underwear, hair on the soap of the shower, dirty towels and worn robes. Customer service was challenging at best and room services was horrible. I would tell my enemy to stay here. read more

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Great service and excellent experience and environment!! Lots of good restaurants! Price is expensive but worth it!

I booked a family trip for my kids spring break and was excited to get to Moon Palace! The Grand was highly recommended to me, so I booked 7 months out under a promo deal on their direct website. I was super excited and decided to upgrade to ocean front rooms as a special treat for my family. The person that I spoke with and paid for the upgrade to confirmed that it was two ocean front bedrooms with five adults and three kids. We arrive at Moon Palace today and somehow end up being placed at the Sunrise opposed to the Grand with an ocean view not ocean front. Then, already heartbroken and mega disappointed, I accept the fact that I will just have to stay at the Sunrise as the Grand is booked for my first two days. However if i want to move to the Grand after my second day it will be $1,600 more for both rooms. That's robbery! I paid $3,000 per room as is and yet that wasn't enough for them?!? I refused to pay for the change and just accepted my reality. Then come to find out they have my reservations for two adults and two kids per room. Again, I made sure that my reservation was correct months ago! So now I have to pay the difference in cost from a kid to an adult for $266 per night. Keep in mind I booked last year at a much cheaper rate. Yet what choice do I have as I am a tourist in a foreign country traveling with my family and children. These people are such scammers!! Then the icing on the cake this evening after paying $4,223 for two rooms for 5 days at the wrong resort my daughter orders a Caesar salad for dinner and we find a maggot or some kind of parasite crawling around in it after she already ate half of it. I had such high hopes for this place. I just wanted to make fun memories for my kids, but it's just been an epic fail! I hope that my experience can at least defer someone in the future from coming here. Stay far far away and if you do come document everything because they will scam you!! read more

Book at your own risk! ATV Xtreme! The resort itself is wonderful, and we've had a very pleasant stay, but we had a very scary incident on an excursion today that was highly recommended and booked by Moon Palace. While on an ATV Xtreme excursion booked by the resort, the passenger seat behind me where my child passenger was sitting, came completely unattached, throwing it off the back of the ATV with her on it. She sustained injuries to her foot, knee, thigh and elbow. Honestly, this could have been even worse had we not been on a straight away at the time the seat came unattached. She could have easily been launched into a tree, or run over by another ATV. The employees of the park were not overly concerned, and we were even told by two different employees that "these things happen". A seat coming completely unattached, throwing a passenger off at a high speed is not a normal occurrence!!! The costumer service rep at the park, Alberto could not have been more rude and unconcerned. Moon Palace assured us that this tour was "safe", but clearly safety measures to ensure the vehicle was safe for passengers to ride were not taken. We are extremely disappointed that Moon Palace recommends this adventure park to their guests, as it clearly is not a safe option. We decided to skip the zip lines after the ATVs, worried that something even more catastrophic could happen if the employees of the adventure park can't even ensure that a seat is properly secured to the vehicle. We are now back our room, and my husband and I are still rattled that this happened. If you are a guest at Moon Palace, DO NOT let them encourage you to book this tour. I just do not want to see this, or even something worse happen to anyone else. While it was not Moon Palace's fault that the machinery was faulty, they still should take responsibility for recommending it to their guests! It should absolutely be removed from their excursion options! read more

My family has been elite members at Moon Palace for about 8/9 years, and we loved it so much that I decided to have my wedding here on 10/19, which turned into a nightmare. We received 5 complimentary nights and a free upgrade to the honeymoon suite because of our wedding, and added 2 more nights at a cost. Upon arrival, the room was nothing special, like a regular garden view. I expected post-wedding decorations, as we've received for anniversaries before, but we found nothing. No breakfast in bed, as promised, and after paying thousands, we only got 3 tiny chocolate strawberries and a cheap bottle of wine. The room was so rundown that I had to request a change. The wedding planning process was a disaster. Our original coordinator (Jessica Rivero) was let go, and no one informed us. We emailed her for weeks, looking foolish, and my guests did too. Eventually, we were assigned Lizet Calvillo Gomez, but the problems continued. Some issues we experienced: - The $1,900 flower centerpiece we paid for wasn't brought to the reception, despite asking. - Decorations were put up without our consent. - The churro cart was late, unlit, and went unnoticed, meaning many guests, including us, didn't get any. $710 for an hour with no announcement is absurd. - The flowers we requested for detail shots weren't delivered until hours after our photographer arrived. - The $350 MC we hired to keep the party lively was terrible. She blamed me for not having a seating chart and missed key announcements like the bouquet toss. - The makeup/hair trial was a disaster--outdated techniques and poor service. I cancelled for the wedding day and had to do my own makeup. - We asked for curtains to be opened in the ballroom to make it look better; this was ignored. - The violinist played for maybe 15 minutes instead of 45, was electric (against my wishes), and played over speaker music. My planner now lies about the timing, but I have proof. - Guests were left waiting for golf carts, making them miss part of cocktail hour and interrupting my photo session. - They were completely unprepared for rain, quoting us $8,000 for a tent. - The cake was supposed to be buttercream but was fondant, and had gold flakes when we asked for plain white. - Random people wandered into our reception, and I had to tell them to leave. - When it rained, I had to beg for a golf cart for my photographers before walking down the aisle. Despite requesting refunds for the violinist and cake due to contractual violations, they are ignoring me. As elite members, we're even more disappointed. It seems they only care about you when you're handing them money, and their service has seriously declined. read more

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I travel frequently--monthly, in fact--and this was hands-down one of the worst vacation experiences I've ever had. After just one day, I was already looking at flights to go home early. Let me be clear: this is not a 5-star resort. The service was consistently awful, and the level of disorganization and inconsistency made the entire experience miserable. I was left stranded in the middle of nowhere on the property and was told I had to either pay to use a golf cart or walk everywhere in intense heat and humidity--completely unacceptable for any resort, let alone one claiming 5-star status. To make matters worse, I missed every planned event I had because no one would answer the phone despite repeated calls. Communication was nonexistent. At the French restaurant in the Grand, service was delayed and disinterested. The shellfish served was not fresh, which is both disappointing and concerning. Throughout my stay, every person I encountered seemed more interested in upselling or pushing services than in actually helping guests. I will not return to this resort, and I will actively discourage others from staying here. A vacation should be relaxing--not a constant battle for basic service. read more

There were visible cracks in the walls along with strange and unsettling stains. There were what appeared to be boogers on the wall something no guest should ever have to encounter. The shower head was in poor condition making it difficult to feel clean while using it. Basic cleanliness and maintenance are non negotiable for any hotel stay. Do not recommend. read more

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We had an amazing time here. The rooms were beautiful we had a view of the pool and the beach. We brought our son who is 14 and he had a lot of fun exploring the resort from the arcade , gym , pools , water slides , restaurants and more. The food here is excellent. Smoked by the pool was amazing , Palapa Asdera was another awesome choice along with the Brazilian steakhouse in Nizuc. Many options for bars as well. Lastly my favorite thing was getting pampered at the Awe Spa which was a fantastic experience. My mom got a facial , massage , acrylics and gel deluxe pedicure. I got a massage and my nails done and toes done. The spa was beautiful and the service was amazing. read more

We absolutely love this resort. We have been here at least 6 times. The pools, restaurants, bars, night club. Everything is fun. Such a beautiful property and amazing service. read more

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If I could I would give this place 0 stars. This resort has been highly commercialized and a money making machine in the recent times after they opened the Grand. First of if you book your stay through anyone other than them you are given a different band color so that everyone in the resort knows to keep on engaging you about memberships. They tell you to watch a 90 min presentation to get a free one day pass to Grand. That 90 min presentation"presentation" does barely include any tour of the grand infact different marketing ppl trying to push their memberships to you. If you are with a child then they would be super bored having these convos bec there is nothing else for them to do. Also the sales ppl for the memberships are so rude and so goal oriented that if you complain about going to the pool and ending the presentation they remind you that you promised a 90 min commitment. They took more than 2 hours for the "presentation". Apart from the horrendous presentation experience, food is horrible. If you are a vegetarian you would be hungry during lunch time as there is nothing here. For the morning buffet even the omelets are horrible bec they make everything on the same pan so if uou are sensitive to smell then you can even smell what was cooked before that. Depending on who your server is they might or might not get you what you asked for. Simple asks like boiled eggs gets ignored. They do have multiple playrooms across the resorts for kids but it takes a day or two to get used to navigating between them. They have black elite golf carts reserved for only ppl who are doing presentation. The other carts are for ppl to transfer between resorts or go to playrooms but if you ask anyone about them they force you to take bus(which only goes between lobby and not to tennis courts etc) completely horrible experience. I was more frustrated on my vacation than ever. read more

horrible customer service! we are supposed to go to Jamaica moon palace next week but because of the hurricane and the travel advisory recommending we not travel there for safety reasons, we have been trying for the past 3 weeks to get a refund or be able to reschedule! they have given us the run around and every time they "are happy to offer us" an alternative reschedule, they try to upcharge us! I will never book with moon palace ever again! read more

Don't fall for the complimentary sister property tour with a free day pass. It's a trap, they take you on a tour and then dump you at a large conference room and try to sell you essentially time share packages. They waisted 3 hours of my time, pitched me a $100k package, went down to $20k and finally $6k. Complete waste of time!!! They schedule it right after you check in, they screen you and send you over to the sharks. Because I didn't buy anything they walked out on me and left me to navigate my way back to the resort. It took me over an hour to figure out how to get back. They shuttled me over there in a nice bus and drove me around on a golf cart during the tour. Even after they ditched me they kept calling and texting me everyday. Honestly, I don't think I'll ever stay at any of their properties ever again! For my next trip I'm going to try out Garza Blanca. Also, the resort credits are a trap too, FYI. read more

We travelled with a small child for 5 hours, the kid was tired and hungry and they kept pushing aggressively for their timeshare package. They will try to make money from you any way they can put on the squeeze. They will lie and distort and even threaten you if necessary. Horrible location. Highly recommend keeping away for your sanity. If you find yourself at this place keep away from the lying sales people who will offer you all kinds of incentives which are total and complete lies! There is a salesman named Jay who you may be sent to after checking in. Every word coming out of his mouth is a lie. Do not believe anything he says. He is an experienced scam artist. read more

Ok we really enjoyed all the facilities of the Nizuc at the Moon Palace resorts . Going with the saying " All that happens in Cancun stays in Cancun!" Will not say more !!! But I have added photos of the facilities for you to enjoy. read more

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