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Moon Palace Cancun

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About

#27 of 44 all-inclusives in Cancun
Location
Cleanliness
Service
Value
Travellers' Choice
GreenLeaders Platinum level
Located on Cancun's tranquil south shore, ten minutes from the airport, this luxury all-inclusive resort offers more than 2,000 accommodations, each with whirlpool tubs, 24-hour room service, top-shelf drinks, free WIFI, CHI-branded amenities and complimentary calls to Continental US, Canada, and landlines in Mexico, Over-the-top amenities are included for everyone, families and couples alike, such the state-of-the-art Playroom for kids, a lounge designed just for Teens; an endless variety of gourmet dining options and bars, a FlowRider® Double Wave Simulator, not to mention world-class entertainment and nightlife. With the added indulgence of an AWE SPA® for hard-core pampering, and a Jack Nicklaus Signature Golf Course for enthusiasts and novices alike, Moon Palace Cancun has it all.
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Property amenities
Free parking
Free internet
Pool
Fitness Centre with Gym / Workout Room
Free breakfast
Beach
Bicycle rental
Babysitting
Secured parking
Wifi
Hot bath
Pool / beach towels
Outdoor pool
Fitness / spa changing rooms
Fitness classes
Sauna
Bar / lounge
Coffee shop
Restaurant
Breakfast available
Breakfast buffet
Breakfast in the room
Snack bar
Special diet menus
Swimup bar
Poolside bar
Diving
Game room
Golf course
Mini golf
Tennis court
Water sport equipment rentals
Aerobics
Bicycle tours
Entertainment staff
Evening entertainment
Karaoke
Table tennis
Nightclub / DJ
Children's playground
Indoor play area for children
Children Activities (Kid / Family Friendly)
Kids club
Kids' outdoor play equipment
Car hire
Taxi service
Business Centre with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Foot massage
Full body massage
Head massage
Massage
Salon
Steam room
24-hour security
Baggage storage
Concierge
Convenience store
Currency exchange
Gift shop
Non-smoking hotel
Shops
Sun loungers / beach chairs
Sun terrace
Sun umbrellas
ATM on site
Butler service
Doorperson
24-hour front desk
Dry cleaning
Laundry service
Ironing service
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Room features
Allergy-free room
Air conditioning
Private beach
Additional bathroom
Housekeeping
Coffee / tea maker
Flatscreen TV
Bath / shower
Interconnected rooms available
Private balcony
Room service
Safe
Seating area
VIP room facilities
Iron
Laptop safe
Wake-up service / alarm clock
Minibar
Refrigerator
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Room types
Ocean view
Non-smoking rooms
Suites
Family rooms
Good to know
HOTEL CLASS
5.0 of 5 stars
HOTEL STYLE
Family
Family Resort
Languages Spoken
English, Spanish
Hotel links
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Location

Cancún - Chetumal Km 340, Cancun 77500 Mexico
Name/address in local language
Moon Palace Cancun
38,829Reviews8,059Q+A100Room tips

Reviews
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Traveller rating
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Kevin M wrote a review Yesterday
1 contribution
Service is great. Lots of things to do for kids. Would like to see more options for diabetics. Would like to see more transportation options. Easier use of the app. Singles nights. Food options. Less wait times for room service. Easier understanding of booking the vacation with 3rd party vendors ( for example Expedia or)
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Date of stay: March 2024Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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David M. Banaee wrote a review Sept 2022
Atlanta, Georgia22 contributions53 helpful votes
Hotel's Favourite
We have been going to Cancun / Moon Palace for vacation since 1995. and for the past 20 + years we have chosen the MOON PALACE SUNRISE. This resort is just perfect in all aspects and WILL NOT disappoint. MOON PALACE SUNRISE is an All Inclusive Resort and is part of a larger Resort Complex called Moon Palace Cancun, which also includes Moon Palace Nizuc, Moon Palace Grand, and the Moon Palace Golf/Spa Complex and its all located a very short ride (about 15 minutes) from the Cancun International Airport. The hotel accommodations (whether you choose presidential Suite or Regular Room) are very luxurious, stylish, roomy and comfortable. Every room has great views of either the beach, or the pools, or the inner garden areas. Every room also has a large jacuzzi, and a fully stocked fridge (water, soft drinks, and beer), and there is also an alcohol dispenser cabinet which usually has 3 types of alcoholic drinks. There are several restaurants at each resort (Japanese, Indian, Spanish, Italian & ..), the food is very tasty and there is always something for every taste. The management (like Ms. Ana Martha Mejia who is very kind and welcoming, and will treat you like a family).The nightly entertainment is just great, with a variety of nightly shows for all week. There is also daytime entertainment in the pool area. There is also a full scale Spa in every resort as well as a very luxurious Spa at the Golf course area. There is a shuttle service several times a day between all the resorts, so the guests can enjoy the facilities in other resorts, if they wish. I could go on and on about how great these resorts and the staff are, but I believe everyone should see and experience it all on their own. I WOULD LIKE TO THANK THE FOLLOWING INDIVIDUALS FOR MAKING OUR VACATION VERY COMFORTABLE AND ENJOYABLE. The young lady that was working at the Elite check-in desk on 09/09/2022 late afternoon. Gondola Restaurant: Food choices were great, with a very clean environment. Every one was great. The Manager; Ana Martha Mejia is very kind, welcoming, professional and runs a very orderly and friendly restaurant. The Hostesses; Alma, Yozune, and Enery. The Servers; Antonio Chi,  Edy Moreno, Eduardo Currillo, Irvin Ek. Bugambilias Restaurant: Food choices were great, with a very clean environment. Every one was great. The Hostesses; Ana Ortiz, Alma Ariet, Yozune Flores, Osmara, and Omar.  The Servers; Alfredo, Ruby, Juventino, Adrian, and Ingrid. The Lobby Bar: The atmosphere was very nice and comfortable. Choice of certain alcoholic drinks (Top Shelf) was limited. The Live Music had variety and tasteful. The Servers; Maria Cano, and Frida Galicia were very kind, welcoming and attentive. The Spa: The ladies who gave us massage, Gaby and Vigueras were very professional and kind. The Bellboy staff: Everyone was kind and welcoming, specially; Ricardo Sierra Antonio. The Maid Service (Room # 3117): Everyone of the ladies who attended to our room and kept it very clean and organized was very kind, professional, and attentive. THANK YOU! (Sorry that I did not ask for their names). THANK YOU, Everyone who made our stay very pleasant and comfortable, AS ALWAYS. THANK YOU.
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Date of stay: September 2022
Rooms
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
26 Helpful votes
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Response from Palace Resorts Management Palace Resorts Management, Propietario at Moon Palace Cancun
Responded 21 Sept 2022
Dear David. Thank you for taking the time to share with our TripAdvisor community your recent experience at Moon Palace Sunrise. It is always a pleasure to know you had such a warm welcoming since the moment you arrived. Allow to greatly thank you for choosing us to spend your recent holidays, it fulfills me to know that we exceeded your expectations by offering great food and harmonious facilities. I appreciate your thoughtfulness in mentioning all our amazing staff who went above and beyond during your stay. I will be sure to share your kind compliments with them as I am sure they will be happy to know how much their work and effort is appreciated. Thank you for your lovely review, please know that we will be happy to welcome you on your next vacation to take you over the moon again. Best regards, Edgar Alan E-Concierge
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Dan F wrote a review Yesterday
1 contribution
If you can make it to the meal outside (palace terrace) try your best to sit with Marcos. He provided the most fantastic service of our whole trip. Very attentive and a different cocktail made table side every night. He was the most memorable part of the whole trip.
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Date of stay: March 2024
Value
Location
Service
Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Gary B wrote a review Yesterday
Chattanooga, Tennessee7 contributions
We just spent a week at Moon Palace Nizuc. The occupancy was very high so it was very busy. However the staff and workers do an amazing job of trying to meet the needs of many. I would like to recognize some employees who we came into contact who went above and beyond to provide an excellent service: Claudia Ulloa,Celaya Alvarado,Ella Abigail, Gabriela Canul,Avila Rivas, Carolina Arlen, Coral,Daniela( spa services) Angeles at Tavola, and Antonio Galvez ( pool concierge).
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Date of stay: March 2024
Value
Location
Service
Trip type: Travelled with family
Room Tip: The pool area cannot accommodate the amount of people at the resort. Members are not being given...
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Earl B wrote a review Yesterday
4 contributions
Residence members, returning home after a wonderful week at the Moon Palace Grand. As we have come to expect after numerous stays, the staff, spa, restaurants and entrainment were wonderful. We really enjoyed the “Magic Show” and the “David Magee Experience”. Being a spring break week, the resort was very busy….nothing new for March. However, this week we experienced a higher than expected number of issues. That said, the entire staff go out of their way to ensure we are having a wonderful time.….they are the heart and spirit of the Palace Resorts and all need to be recognized and thanked. In particular, we would like to acknowledge Viviana, our butler at MPG. She has contagious energy, the most amazing spirit, always smiling, kind to everyone, caring and committed to making us and all guests always feel special and appreciated 😊. We will continue to request her when we are staying at MPG.
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Date of stay: March 2024Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Cathy D wrote a review 17 Mar
2 contributions3 helpful votes
There’s really nothing that the Moon Palace offers that other upscale hotels in Cancun don’t. They certainly need to make upgrades in terms of efficiencies and logistics. I have never waited so long for everything…transportation, any type of service, restaurants (both those with and without reservations). It should be noted we are VIPs and have black wrist bands as well. Staff are above and beyond amazing and offer the best hospitality. There are also a lot of pool chair sharks that will reserve chairs (by way of towels / books on chairs) so there’s nothing left, even at 8:30 am. Ultimately there are a lot of kinks that need to be worked out for a resort this big.
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Date of stay: March 2024
Value
Location
Service
Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
1 Helpful vote
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Erica C wrote a review 17 Mar
1 contribution
Greatest bartender at the Moon Palace Cancun!! Try his signature drink the Havana Light, he even has some dance moves to go with the drink!! Great atmosphere with a dinner and show! After a long day of travel this was just what the doctor ordered!
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Date of stay: March 2024
Value
Location
Service
Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Sanjib S wrote a review 17 Mar
2 contributions1 helpful vote
This review details my recent stay at Moon Palace Cancun (dates of stay: [insert your dates]). While the resort boasts a beautiful location, my experience fell short of expectations due to several issues that significantly impacted my enjoyment. Customer Service Concerns: Lengthy Check-In: The check-in process was frustratingly slow. Despite a short line (only 3 people ahead), it took 1.5 hours. Staff seemed inexperienced and unconcerned about wait times. Requests for a manager were met with indifference, citing a lunch break. Delayed Room Access: Despite a 3 pm check-in time, my room wasn't available until 6 pm. Repeated inquiries resulted in either being directed back to the already-waited-in line or receiving apathetic responses. Restaurant Booking Issues: My 5-day stay offered limited restaurant options. Reservations were only possible for the current and next day, making it impossible to secure spots in the coveted "premier" restaurants. The buffet, with its uninspiring menu, became the default option. Even attempting to book at midnight, as suggested by staff, yielded limited availability in the specialty restaurants. The frustration was compounded by observing empty seats in these restaurants despite them being supposedly fully booked. It felt like deliberate reservation limitations, especially considering a $25 no-show fee. Other Shortcomings: Limited Drink Options: The cocktail selection was underwhelming, and bartenders offered minimal assistance or suggestions. In comparison, my previous 4-star Cancun stay (at a lower price point) boasted a wider drink variety and attentive staff. Timeshare Pressure: The constant push for timeshare presentations was intrusive and deceptive. Staff posing as hotel personnel tried to pressure guests into attending under the guise of included packages. Room Splitting: Guests with joint bookings were separated between different buildings (Nizuc and Sunrise) with no prior communication or attempt to accommodate requests for the same building. Limited Pool Access: A significant portion of the pool area was reserved for elite members, making poolside seating a challenge unless secured very early in the morning. Uneven Entertainment: Nightly stage shows delivered mixed experiences. Two out of five nights offered good performances; the remaining three were mediocre. Power Outage During Checkout: A power cut right before checkout (11:00 AM) left me stranded mid-shower with no running water. Requests to extend checkout time for a proper shower were curtly denied by the receptionist and the Customer Relations Manager. The manager displayed a concerning lack of empathy, even suggesting I post my experience on social media as they "don't care." Conclusion: For the price point, my previous 4-star all-inclusive experience in the Hotel Zone provided significantly better customer service. The frustration and inconvenience encountered at Moon Palace, especially considering the premium cost, left me feeling like my experience wasn't valued. Until Moon Palace prioritizes genuine customer care, I cannot recommend them.
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Date of stay: March 2024Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
1 Helpful vote
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Maanasa J wrote a review 17 Mar
2 contributions2 helpful votes
From the beginning this was an awful experience- overcrowded, long long check in lines and then the immediate harassment by the agents trying to convince you to sit through a several hour long presentation for their time- share model” they called me daily over 4 days. You couldn’t ask anyone a question without being harassed about this meeting. The Rooms were sub-par compared to any resort I have been to in Cancun. Let’s discuss the ridiculous wait times and lack of space to make the restaurants.. standing in line from 5:30 hoping to get seats for our crew. Using the app to try for Rez was a bad flash back to college registration- praying you get a slot. The food was mediocre at best. Almost always food ran out at buffet and when asking for refill- we got a “we are out”.. at one buffet we asked to kindly add 2 chairs to a table so kids could sit together- lady said “no we cannot- if you don’t like- you can leave”. for younger age group party environment- sunrise is where one should stay- nizuc was a bit calmer side.. terrible beach..not much there at all and poorly maintained.. overall a very chaotic and overwhelming experience- i will not recommend this resort to anyone. obviously folks have varied experiences but ours was awful and we will not return
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Date of stay: March 2024Trip type: Travelled with friends
Room Tip: Avoid spring break time like the plague .. unless you are a high schooler or college kid.. total...
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
1 Helpful vote
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Allison C wrote a review 17 Mar
6 contributions2 helpful votes
Moon Palace is a large resort that almost gets it right. However, for the cost to stay here, they need to do better. I feel they are overbooked and understaffed. Plan to wait HOURS to eat each night even if you are lucky enough to get a reservation using their mobile app (which means you will need to get up at midnight to make one)... That is certainly not my idea of a relaxing vacation. First the bad: #1) SLIP AND FALL ACCIDENTS. We saw at least 6 sober-looking people fall during our trip--and my niece fell on her tailbone. My husband twisted his angle almost falling on the walkways. Please bring shoes with great soles/grip or you may be falling. I walked/shuffled like a grandma to make sure I didn't fall. They could easily fix many of these mishaps by putting down rubber mats near the bathrooms and on ramps. Also, the in-room bathrooms are quite slippery because they are marble--I remedied this by putting a small towel in the shower and on the bathroom floor. Just be careful when walking there. 2) HORRIBLE RESERVATION SYSTEM: You must make dinner reservations two days out using the app which either works...or not. (There should be a much better system). 3) HORRIBLE WAIT TIMES FOR DINNER AT SUNRISE AND NIZUC AND THE GOLF ITALIAN RESTAURANT (even with reservation!!!!) - This is my biggest disappointment. We were able to get a reservation for the Italian restaurant at the golf course--for 8:45, which is late (to me). Once there, it was mayhem... a long line out the door. We waited an additional 45 minutes. It took so long to eat that they told us we couldn't have dessert because the kitchen was closed! (it was almost comical). Other nights we couldn't make reservations and we'd wait 1 1/2 hours to sit down at 7:30. I understand that we went during high season, but this doesn't happen at other resorts!!!!! They are clearly overbooked and understaffed. 4) Check-In. Your room won't be ready when you check in and you won't see your bags for 2-3 hours. So, pack your swimsuit and whatever you need in a carry-on bag so you can hit the pools once you arrive. 5) A lack of healthy food options like simple grilled chicken. There was meat and pork at all buffets and food pop ups. I couldn't find grilled chicken or anything that was a salad option--I ended up taking condiments and lettuces from the hamburg bar. It's a small thing, but in prior years chicken was plentiful and so was salad. Now the good: The pools are amazing -- Nizuc was where we hung out and I loved the great live bands and fitness classes they offered (aqua Zumba, water cycle). The pool volleyball is great free fun. The Flowrider staff is great and the mini golf is okay for a diversion. The Grand (which should be called that because of the price to stay there each day) has great lunch and quieter pools if that's what you like. Beach Palace - this is a nice day trip (81 cab ride) if you want to see a crystal blue beach. The Spa is good for a massage, fine golfing (not great, but okay), and the musicians in the lobby bars are great (cellist and the singer)--this is needed as you WILL be waiting in the lobbies a lot to eat. You need to pack your patience to be here. Have a margarita and chill or you will be frustrated.
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Date of stay: March 2024Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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PRICE RANGE
£372 - £558 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
moon palace hotel, moon palace cancun mexico, cancun moon palace resort, moon palace golf & spa resort, moon palace mexico
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
2,036
Prices are provided by our partners, and reflect nightly room rates, including all taxes and fees known to our partners. Please see our partners for more details.
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MOON PALACE CANCUN - Updated 2024 Reviews (Mexico)

Frequently Asked Questions about Moon Palace Cancun
What are some of the property amenities at Moon Palace Cancun?
Some of the more popular amenities offered include a swimup bar, free breakfast, and a pool.
Which room amenities are available at Moon Palace Cancun?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Moon Palace Cancun?
Guests can enjoy a swimup bar, free breakfast, and an on-site restaurant during their stay.
Is parking available at Moon Palace Cancun?
Yes, free parking and secured parking are available to guests.
What are some restaurants close to Moon Palace Cancun?
Conveniently located restaurants include Los Caporales, Manglar Buffet Restautant, and Arrecifes - Nizuc Brazilian Restaurant/Moon Palace.
Are there opportunities to exercise at Moon Palace Cancun?
Yes, guests have access to a pool, a fitness centre, and a sauna during their stay.
Are any cleaning services offered at Moon Palace Cancun?
Yes, dry cleaning and laundry service are offered to guests.
Does Moon Palace Cancun offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.
Which languages are spoken by the staff at Moon Palace Cancun?
The staff speaks multiple languages, including English and Spanish.
Are there any historical sites close to Moon Palace Cancun?
Many travellers enjoy visiting Zona Arqueologica El Rey (6.7 miles) and Scorpion’s Temple (9.5 miles).
Does Moon Palace Cancun have any great views?
Yes, guests often enjoy the ocean view available here.