Trip report Moon Palace
Stayed December 29 through January 04, 2010
2 rooms in the Grand section
Cost $8,700 booked direct with hotel on their website. Flights booked separately with Jet Blue
Firstly the so-called Grand section does not have a lobby, they utilise one of the hotel rooms for check in/out, which is manned by only two members of staff at a time which all appear to be in training and have poor English when it suits them. There is no manager or supervisor on duty at any time, and should you need to sort out a problem as we did you are requested to telephone the Nuzic section or walk over to there as they will not come to you.
On arrival we were told to wait in the bedroom of the 450 Sqft room they were using as a Lobby, until one of the 2 members of staff were finished serving prior guests arriving and checking out from the bathroom area. We were offered a slush like drink (which they called Miami Vice) from a machine, which was filthy beyond, believe, defiantly vice over Miami. Arguments constantly broke out between the check in staff and guests as they tried to settle their bill or requests for assistance was meet her a blank face glare. Finally after 30 minutes it was my turn to attempt to check-in, I presented the printed out confirmation details as per normal with all the details of my party staying in the room (2 Adults & 2 Children aged 2 to 9 per room). However even through it stated these details and I had paid the $8,700 months prior directly to the hotel via their website, according to the woman 1 of the adults names was not on her computer so she was unable to issue her with a wrist band, which as we later found out the staffs saying is “no wrist band no taco” (how classy). We requested to speak to to a manager to resolve this problem quickly to avoid spoiling the start of the vacation, but as we were talking in English all of a sudden they could not understand us and rudely chatted away happily in front of us about the situation in Spanish to someone on the telephone. Eventually after an hour the situation was resolved, we begged for an apology and was basically told to you know what off.
The rooms we were allocated in building 87 (how romantic) had views over looking a building site, which appeared to have been abounded due to the down turn in time share sales I was advised. I later found out the hotel had less then 25% occupancy level during our entire stay, so why they put us in the furthest building I don’t know.
Make no mistake this is a big hotel so make sure you are fit and able to do plenty of walking miles per day if you are staying in the Grand compound just to get to the beach, pools, restaurants and main lobby areas of the Sunrise and Nusic sections. This became an annoyance as the vacation went on as it took 20/30 minutes to get anywhere on the resort and the same time back, so pack a back pack to avoid unnecessary trips back for forgotten items. To be fair there is a bus that goes lobby to lobby or in our case if you are staying in the Grand section, make shift hotel room to Lobby. Which if you ask any staff member will be arriving in 10 minutes (which I think is there in house joke) as 20 minutes on your more then likely to still be waiting. There are also golf buggies that run from the Grand side front to mid way Nusic side, they only hold up to 7 people and there is only 2 running at any one time so pray its not busy or raining when you want to go for dinner and best tell the wife to keep the tennis shoes on with that party frock as she may end up walking. On one occasion it was pouring with rain and I asked the guy if he would not mind taking me to building 87 as no one was waiting to be picked up, he reluctantly obliged but demanded a $20 tip on arrival.
But big is not always better! 2,500 or so identical in personal low-level properties spread out army base style nestled amongst broken down mini golf (which has seen better days and down to 19 golf clubs while they wait 4 more months for the delivery to arrive from a factory somewhere Mexico which makes them cheaper the guy told me) and oversize empty freezing cold swimming pools.
Rules Rules Rules
Take of or lose the wristband (children included) we were told sternly and you would be finned $75 per day for a new one. The wristband also has to be returned at check out or again a penalty would be applied. On top of that your given a towel card per person on arrival (marked Wet & Wild) but advised it was required to obtain towels whilst at the hotel not just for Wet n Wild. We were never request to show this card to obtain a pool towel from the hotel, again lose this card or do not return at check out you are warned and you will be charged $25 per card.
They will hound you period!
Yes they are, just make sure you book all the trips you fancy going on the moment you get there as there is only one bus per day which holds around 60 people and fills up fast (even when the place is empty) Not to worry they will reassure you there is always the paid excursions which has plenty of availability funny that! And if you fancy going to see what your missing at the real Cancun 10 miles up the road at the hotel zone they have a bus that leaves at 12 noon every day reservations not required just make sure your at the bus stop a hour prior to receive a grubby token 30 minutes before the bus should arrive or you will miss the opportunity of being able to get on the FREE bus ride. The driver Speedy Gonzales as he likes to be known is not employed by the hotel you are told by his assistant on the way there so please be so kind to drop a $1 or $2 in the Mexican Basket as you exit. You are given a ticket and told to be at the bus stop by 4pm if you get off at the last stop, which is the most popular, the Beach Palace. The same patter is told day in day out in the end the crowd on the bus are shouting back in unity before the guy has finished his script, “we know don’t forget the Mexican Basket as you exit”.
12 they claim and I am not disputing the number, however if they were run as a paid franchise 80% would be out of business within a day! Mostly all-inclusive buffet style eat as much as you like type of affair average at best uneatable at times. To be fair we did have one acceptable meal in the six days we were there at the Italian Restaurant over by the golf course, bit of a trip to get there involving a bus to the drop off zone then a golf buggy to the club house allow 40 minutes and you should be okay. There is normally only a 1 ½ hour wait time once you get your name on their list but they do show music videos on the wall outside as you wait eating the FREE pop corn and sipping on your FREE Miami Vice very 5 star indeed.
To sum up I wont bother your be better off pitching up at the Motel 6 at least there leave the light on and dinning at good old Mickey Ds.