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“Moon Glow”
Review of Moon Palace Cancun

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Moon Palace Cancun
Ranked #22 of 175 Hotels in Cancun
GreenLeadersPlatinum level
Springfield, Illinois
Level Contributor
12 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
“Moon Glow”
Reviewed 12 March 2014

We have stayed at the Moon Palace on 3 different occasions, first in 2009, then in 2012 and in 2014. We love the Moon Palace, the variety of restaurants and superb service. The beach is nice and kept clean with constant maintenance. All-inclusive what Palace is all about and they are experts at it.

Room Tip: Ocean view rooms are nice for the sound and scenery. All the rooms are great, whether with a family...
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  • Stayed February 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
3 Thank Jim T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
YENNIACALVILLO, Public Relations Manager at Moon Palace Cancun, responded to this review, 25 March 2014
Dear Jim T,

One of the best ways a guest can compliment our team is by recommending the hotel to their friends. Thank you! I’m glad you had such a positive experience here at Moon Palace Golf & Spa Resort in every visit

I appreciate you taking the time to say such nice things about our Resort!

Regards!

YENNIA CALVILLO

PUBLIC RELATIONS MANAGER

MOON PALACE GOLF & SPA RESORT
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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21,182 reviews from our community

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Rating summary
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Traveller tips help you choose the right room.   Room tips (6,005)
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English first
Ashburn, Virginia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 12 March 2014

We really enjoyed our stay. The staff was fantastic and the food was really good. We followed some of the previous advice and made our dinner reservations as soon as we arrived. We already knew not to expect a great beach, but the pool more than made up for it. Olivia and Blanca at the pool were great. Carlos and Luis were great servers and Jose at the Lobby Bar remembered our drinks. We tipped often, but not required. Great time!

Room Tip: Ocean View 3rd floor is the way to go
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  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Shawn M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
YENNIACALVILLO, Public Relations Manager at Moon Palace Cancun, responded to this review, 25 March 2014
Dear Shawn,

On behalf Moon Palace Staff we would like to THANK YOU for your comments
It is always much appreciated when someone takes the time to let us know that we were able to fulfill their expectations.

We look forward having you once again with us in a near future

Sincerely

YENNIA CALVILLO
PUBLIC RELATIONS MANAGER
MOON PALACE GOLF & SPA RESORT
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Omaha, Nebraska
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 12 March 2014

My fiance and I were married at the Beach Palace on Valentine's day - it was everything I wanted, and more :) It was an amazing experience - the overall experience of the resort was great. The staff is AWESOME. Especially, Marco Chuc, the bartenders at the pool bars, the wait staff on the beach and last but not least, Eric (the bartender at the Sky Bar). Everyone is so friendly and gives you the upmost service. The only thing that my husband and i weren't happy about was having our room upgraded. First of all, we were married there, our wedding brought a total of 30 people that were booked at the Beach Palace and they wouldn't upgrade our room. We booked on the very first day of being able to book for Feb 2014. Also, using the resort credit is about a joke....HOWEVE

  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Heather G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Edmonton, Canada
Level Contributor
29 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
Reviewed 12 March 2014

We were at the Moon Palace from February 21st until March 3rd. There were some cons (not too major) and definite pros!

Before we had left Canada, I put in two requests for my room - to be at Sunrise and to be in a renovated room. We were booked at the Concierge level (not through a member).

When we arrived at the Moon Palace, we were told we were at Nizuc. During check-in, my requests were not even brought up. With the excitement of being on vacation, we didn't worry much about it. After check-in, we were met by a Guest Services representative who brought us over to another desk and proceeded to tell us about the resort credits. He asked if we wanted to do the presentation and I told him that we weren't interested and he dropped it so that was great.

We were in Mono 7623, which is a king-size room on the third floor overlooking the ocean. The room needs to be renovated as there were some things showing its age, but all in all was a beautiful room.

Over the course of the next 4 days, we received either 1 or 2 calls a day asking us to attend the presentation. After the 4th day, they finally stopped calling, thank goodness!

We ate at most of the restaurants at all three resorts - Sunrise, Nizuc and Grand. Our favourites were: Arrecifes (Brazilian), Los Caporales (Mexican), Momo (Asian), and El Caribeno (Caribbean). At Arrecifes/Los Caporales, order the Mayan Coffee for dessert. Such a great show! Try to get a Teppanyaki Table reservation at Momo. We had gone for supper around 8:00 pm and was told there was an opening at 9:15 for the Teppanyaki table, so we took the reservation and went to the SkyBar for a few drinks! :) We ate at El Manglar for breakfast and lunch most days (buffet style) and attempted it for dinner one night. The dinner is the same as the lunch, pretty much. It is good food, but it is the same every day so after 11 days it was a little old.

Loved the SkyBar at Sunrise! Very cozy! Didn't attempt the Noir Nightclub though. All the bars were quick and easy (and yes, they have a menu, but always ask for the bartender's specials as they aren't listed and always yummy) at getting you a drink. If there is a specific type of alcohol you are looking for (i.e. Captain Morgan Spiced Rum), ask! They always had it!

The Concierge Level was nice, but not really worth the extra money. The 25 min massages were definitely welcome, but we tried to add them with a 50 min massage and they wouldn't do it. The candlelight dinner was very nice and the food was amazing! It was held at Los Tacos (at the Grand). We never did go to the beach lounge area for the Concierge because it was at Sunrise and we were at Nizuc. The turndown service and petit-fours were nice, but not really necessary. We turned away the turndown service a few times. The Pillow Menu wasn't really worth it as we ordered pillows 3 times and every time, the pillow we wanted wasn't available.

The beach was nice, but if you want to go swimming in the ocean (and this is high priority), this isn't the place for you. Yes, there is seaweed every morning, and yes, they do clean it up. There was only 1 day in 11 that the flag was yellow and you could go into the water. Definitely go to the Beach Palace if you want to hang out at the beach.

The pools are beautiful and large. Chairs do go fast in the morning, so if you want a poolside chair, make sure you get out there first thing!

There are a bunch of people that didn't like the Resort Credits. Well, we had $2000, since we were there for 10 nights. We used ours for the Ultimate Dolphin Swim, Valladolid and Cenotes, Chichen Itza and a couple's 80 min Aromatherapy massage. I believe we used $1100 worth of credits, and it cost us less than $200 to do all that. That's worth it. The dolphins and tours were fantastic. The massage was amazing! Make sure you go to the spa an hour early to do the Water Therapy room.

**When you check-out, ensure that you get a card from the Front Desk with your unused Resort Credits on it. You have 1 year to use these. If you can't use them, you can give them to a friend to use. It wasn't given to me, I had to request this.**

We also purchased a few other things at the Moon Palace, instead of using resort credits - Parasailing, Jungle Cruise, and Xplor. All a good time!

Ok, so the difference between Nizuc, Sunrise and Grand. The Grand and Nizuc were definitely quiet. For the inviting factor, I loved Sunrise. I truly wish we could have stayed there. The lobby feels much more "luxe" than the other two resorts. Perhaps next time!

All in all, Moon Palace is a HUGE resort, and has everything you need. I will definitely return.... and still not do the presentation! :)

  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Angela F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NormaGranados, Public Relations Manager at Moon Palace Cancun, responded to this review, 14 March 2014
Thank you for your feedback, we greatly appreciate the time you took to write about your experience at Moon Palace Golf & Spa Resort.

The great variety of services for everyone is what identifies us and we are pleased you enjoyed our services, food and facilities.

Thank you for your desire to return, we also hope to see you very soon, because for us it is a pleasure to serve you!

Norma Granados
Public Relations Manager @ Nizuc
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Hazlet, New Jersey
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 12 March 2014

I love returning and feeling at home with the staff, especially at the pool with Greta, Alfredo and Enrique who made my week with Yoga at the pool and in the pool at Moon Grand perfecto.
At the pool, the one waitress who was always on the ball and must have been soaking her feet at night when she got home was Maria! I missed her on her day off!!
I also find that at breakfast at Moon Grand, Mesera, Rudith, Cristal and Ramos were very attentive to my needs!I always enjoy returning to my second home which I visit frequently.
Not the best beach but the pools make up for it.

Room Tip: suites are large enough, book in advance but there is no guarantee which room you will end up with...
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  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Linda F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rosaura Y, Public Relations Manager at Moon Palace Cancun, responded to this review, 14 March 2014
We are delighted to read your comments, and we are especially pleased to receive your kind words about our staff, Greta, Alfredo, Enrique, Judith, Cristal and Ramos are very happy to read your comments, please be sure they all will be recognized for the exceptional service provided during your stay.
We look forward to welcome you back in a near future.
Kind regards,
ROSAURA YAÑEZ
PUBLIC RELATIONS MANAGER
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Ocean Isle Beach
1 review
Reviewed 12 March 2014

We have been there 4 times in past the past 9 years. We are ALWAYS so happy with the condition of the resort, the service and the fine food quality. Blown away by the many upgrades made in the past 2 yrs too! All of the restaurants have been redone. The already good food quality is much nicer with better presentation and more a la carte dining options. Much more of an "upscale" feel. The spa is always offers world class service and treatments. The evening shows were much better this year. The waterslide at the Nizuc pool and the FlowRider at the Sunrise pool were welcome additions. The staff there is always ready and willing to make your stay a memorable one.

Room Tip: All rooms at the Grand are more spacious and have much larger porches with double chaises. Many roo...
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  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank Jeanne O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
YENNIACALVILLO, Public Relations Manager at Moon Palace Cancun, responded to this review, 25 March 2014
Dear Jeanne:

Thank you so much for your positive review. I’m glad that you enjoyed your experience at Moon Palace Sunrise

I appreciate your feedback about the service provided by our staff, we are proud of our services and facilities


Thank you once again for staying with us!



YENNIA CALVILLO

PUBLIC RELATIONS MANAGER

MOON PALACE GOLF & SPA RESORT
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Webster
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 12 March 2014

My wife and I stayed at at the Moon Palace during our February break. We had an excellent time overall. We had certain expectations going on and they were not only met, but exceeded. The staff was incredibly friendly throughout whether it was the maids, maintenance crews, servers, bartenders, etc. Our room was nice and the bed was very comfortable. The only complaint we would have had regarding the room was not knowing that the resort view location was at the furthest possible location away from the lobby. We tried to get a room switch but that never worked out. No big deal though because it allowed us to burn off some of the calories we consumed. The pool was enormous and there was always a deck chair to lie on. The drinks were great and I was incredibly happy to be able to get Grey Goose all week. Wifi access was available in the rooms at near the lobby at no extra charge and with no limits on time usage. The restaurants were really good. We usually had a buffet breakfast in the mornings in the lobby restaurant at Sunrise where we stayed. A couple of restaurants of note. Momo was by far our favorite and it was Japanese/Hibachi themed restaurant. We ate there a few times and would have gone back for more. Barracuda was a steak restaurant and was also excellent. The other ones were good but not great. The weather was always in the mid 80s and sunny and the beach was nice. You have the ability to take shuttles to the other 2 lobbies to eat or drink. You can also access all the other Palace Resorts in the cancun area which is a nice bonus. We took 2 excursions, Chi Chen Itza and XCaret and they were both worth while. Be prepared to be asked to join the Palace Club within your first 2 days of stay. They talk with you for almost 2 hours in hopes that you will try and buy into this exclusive club which costs tens of thousands. My wife and I sat through and although they were trying hard to convince, they were never to pushy. Lastly, the $1,500 in resort credit that you get by staying there is such a plus. You can apply it to pretty much any excursion or spa treatment with only having to pay 16% tax on it. Overall, great vacation and we would go back in a heartbeat.

Room Tip: Resort view rooms are furthest away from the lobbies and therefore a good walk. Next time I would h...
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  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
2 Thank Dave U
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
YENNIACALVILLO, Public Relations Manager at Moon Palace Cancun, responded to this review, 25 March 2014
Dear Dave,

On behalf of Moon Palace Golf & Spa Resort, I would like to thank you very much, for taking the time to write such a detailed review. It is always much appreciated when someone share their experiences.

We are sorry to hear that you were not pleased with the original assigned accommodations, however as you maybe aware room locations are not guaranteed although we do everything in our power to comply in all of our guest’s requests.

Thanks again for the positive words, and the whole team here looks forward to welcoming you back.

Have a great day!

YENNIA CALVILLO
PUBLIC RELATIONS MANAGER
MOON PALACE GOLF & SPA RESORT
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Moon Palace Cancun

Property: Moon Palace Cancun
Address: Carretera Cancun-Chetumal Km. 36.5, Cancun 77500, Mexico (Formerly The Grand at Moon Palace)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Romantic Hotel in Cancun
#9 Business Hotel in Cancun
#13 Family Hotel in Cancun
#19 Spa Hotel in Cancun
#20 Top resorts Hotel in Cancun
#21 Luxury Hotel in Cancun
#22 On the Beach Hotel in Cancun
Price Range (Based on Average Rates): ££££
Hotel Class:4.5 star — Moon Palace Cancun 4.5*
Number of rooms: 2433
Official Description (provided by the hotel):
Located on Cancun's tranquil south shore, this resort offers more than 2,000 accommodations, each with double whirlpool tubs, 24-hour room service and balconies. The state-of-the-art Awe Spa and Jack Nicklaus Signature Golf Course, located by the Golf Club House, offer a perfect getaway for guest. This all-inclusive resort has something for everyone, including a kid's club, nightclub, 14 restaurants, bars and water sports. ... more   less 
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Also Known As:
Moon Palace Hotel
Moon Palace Cancun Mexico
Cancun Moon Palace Resort
Moon Palace Golf & Spa Resort
Moon Palace Mexico

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