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“Can't wait to go back!”
Review of Moon Palace Cancun

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Moon Palace Cancun
Ranked #23 of 175 Hotels in Cancun
GreenLeadersPlatinum level
Morgan Hill, California
Level 2 Contributor
4 reviews
“Can't wait to go back!”
Reviewed 18 May 2014

Moon Palace is beautiful, clean & the staff is absolutely wonderful!! We went for our honeymoon & pampered ourselves at the Spa which is gorgeous! The couples massage was so relaxing. So many restaurant & drink options, all delicious!! The view of the ocean from our room was amazing. We can't wait to go back!!!

  • Stayed May 2014
    • Value
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    • Cleanliness
    • Service
Helpful?
Thank saritola
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, 20 May 2014
Dear saritola,

We are so glad that you had a great honeymoon experience in Moon Palace, and were happy to be part of it.

We’re looking forward to your next trip to Moon Palace Golf & Spa Resort

YENNIA CALVILLO
PUBLIC RELATIONS MANAGER
MOON PALACE GOLF & SPA RESORT
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Northridge, CA
Level 3 Contributor
8 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 18 May 2014

I originally posted on this location in June of 2013 (although our visit was in May 2013) and never got around to adding to my review. So here are my comments along with pictures-I hope it helps someone with a handicap in the future. Maybe the Moon Palace Golf and Spa has made adjustments-but I doubt it.
I'm posting a few pictures for their "handicapped" room. We were there a year ago...and I can only hope that the resorts "signage" has improved since then. There were absolutely no signs marking ANY of the buildings names...it was extremely frustrating!
The long weekend we visited Moon Palace Gold & Spa Resort-it was for company business-it was sooooo crowded that you couldn't find a lounge by the pool. We had flown in on Thursday and by Monday almost all of the business people were gone and it opened the pool up. The Saturday night we tried to get a meal at the restaurant on the beach (specializing in fish) and they were out of almost everything by 7:30 pm.
If I were a time share owner and had gone that particular weekend in May of 2013-I would have been really angry at the over crowding!!
The other thing about the location of our room-is that we were on the "hallway approach" to the timeshare "display model"...so if you wanted to lay down and take a nap-you couldn't for all the high heel tapping and loud conversation/sales speeches as the sales people and their potential "clients/suckers" walked down the echo like hallways-that was really annoying.
On a good note-the dolphin show was amazing-and once you could float in the pool-it wasn't bad either-except it too...could use some work.
If I were to go to Cancun again, I would definitely stay on the peninsula-it's further from the airport -but you will have much prettier water!! The signs at this beach basically said, "swim at your own risk" and the water is full of seaweed, which is why they grade the beach everyday.

  • Stayed June 2013, travelled on business
    • Location
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Helpful?
1 Thank Melisa H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Barnsley, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 18 May 2014

We have just returned from spending 15 wonderful days at moon palace .Our favourite part is nizuc ,this trip has been our 7th at moon palace and it will not be our last as it just keeps getting better in our opinion,The room we hade was just incredible we were in a concierge room and paying that little bit extra made it a bit more special for us as we were in the centre of the resort with all the amenities on our doorstep.The food in all of the 3 hotels are good and plentiful as is the coffee shop for a quick snack at all times of day.We would just like to say that the staff at nizuc are the best and friendliest that we have met and would like to mention just a few that made our holiday that bit special,Elena,Nancy Castro,and Karina Velazco Cisneros in the nizuc lobby bar,and Jorge Bass,Hegner Martinez and Javier Felix in the El Manglar restaurant for their wonderful service and attention to detail they are a credit to moonpalace,My husband played golf 5 times while we were there and he said it was one of the best courses he has played on he took his own clubs and shoes and just played with resort credits and a small charge that you have to pay.Having stayed there already we have seen the entertainment before so we didn't go down to watch it this time we just went to the different bars that are there and tried lots of loveley cocktails .I would just like to say any one going to moon palace please go with a open mind and you might be pleasantly surprised that you did.The one thing that I forgot to mention was that in 2005 we were in moon palace nizuc when hurricane Wilma struck and what we thought was going to be a tropical storm turned into something more serious a hurricane as you know us Brits don't get them in England so it's was a bit frightening but I would just like to thank moon palace and all the staff for keeping us safe and out of danger in the convention centre where we were fed and looked after for 6 days. And that is why we love moon palace you feel safe.

Room Tip: All rooms are good just go with what you can afford.
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  • Stayed April 2014, travelled as a couple
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Helpful?
2 Thank Platty23
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, 23 May 2014
On behalf of our entire staff, THANK YOU for this 7th visit to Moon Palace Golf & Spa Resort.

It is an honor to know you have come to enjoy the amenities of our Concierge Level rooms. And much appreciate the references to all the Staff you mentioned in your review, on behalf of all thank you very much!

For those who lived the experience of the Wilma Hurricane, we know that Moon Palace Golf & Spa Resort has an adequate infrastructure for these situations and today we have satisfactory memories of those moments.

We hope to see you soon again here, where it is a pleasure to serve you always!

Norma Granados
Public Relations Manager @ Nizuc
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The Valleys
Level 4 Contributor
34 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 18 May 2014

Fab hotel great food, great service and excellent rooms. Nothing to fault. The member of staff who made our stay perfect was Claudia the bar runner at the Grand Pool. Superb service from her. The restaurants were excellent with a wide range of choice of cuisine. We liked the Japanese the best followed by the Italian at the golf club. Would I come back. No doubt about it.

  • Stayed May 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Bevsy
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, 20 May 2014
Dear Bevsy,

Thank you so much for taking the time to share your experience. 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
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Swansea, Wales, United Kingdom
2 reviews
Reviewed 18 May 2014

We have just returned from our 2nd trip to Moon Palace staying at the Nizuc which is our favourite.. But we have to say a big thank you to Ariceli PR at the Nizuc for making it possible for us to have the rooms we finally had adjacent to our relatives who we traveled with. The hotel has changed since we made our 1st visit as there was a lot of work going on at the Sunrise this is now complete and gives you a wide selection of venues to eat and drink,, Even though our favourite has to be the Grand always being served by our favourite waitress Estephanie and waiters Ivan Mario Sergio. And also Carlos he would always come over for a chat,, All staff are exceptional always very friendly but another 2 Elena and Pablo at the beach bar made our stay enjoyable,, The credits that you get to spend made it possible for us to swim with the Dolphins this was one of the highlights of our holiday also the Jolly Roger pirate ship a trip not to be missed,,, We cant wait to return ,

  • Stayed April 2014, travelled with family
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Helpful?
Thank Christine W
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, 23 May 2014
Thank you for your excellent comments to all the staff you mentioned in your review.

At Palace Resorts we believe that our employees are the most important value, knowing they have managed to make your holidays unforgettable makes us feel very proud.

Thanks for your visit and hope to see you soon at Moon Palace Golf & Spa Resort.

Norma Granados
Public Relations Manager @ Nizuc
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Portsmouth, United Kingdom
Level 3 Contributor
15 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 18 May 2014

My first visit to moon palace, great place and lovely people, always willing to help. Mention for Bartender ANDRES CORDOVA, he could not have been any better if he tried, just the sort of person you need on a great holiday always a smile and never forgot what drink you had it was always waiting for me. Will e returning next year

Room Tip: Seaview rooms have a better view and are a bit quieter
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  • Stayed May 2014, travelled with friends
    • Value
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Helpful?
1 Thank Valerie196027
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, 19 May 2014
Dear Valerie196027,

Thank you for taking the time to write such lovely comments regarding our staff. Our guest’s satisfaction is what makes all our staff be with a big smile ready to serve.

We will be waiting for your next visit!

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
Denver, Colorado, United States
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 18 May 2014

We just returned from a week at Moon Palace; this was our second stay at the hotel. The hotel has undergone many renovations since we were there last year and looks terrific. The hotel and grounds are immaculate, by far the cleanest of any resort I've been to in cancun. The food was extremely plentiful at all hours of the day, and was also very tasteful and high quality. The ala cart steak house at The Sunrise was much better that I remembered from my last trip. The ribeye steak was one of the best I've ever had, even impressed my husband who is hard to please when it comes to steak. We ate there 3 of the 7 nights we were there. They've added a new desert, ice cream, coffee bar at the sunrise, a nice addition with so many sweets to choose from! The pools are amazingly clean and the wait staff does an excellent job. Fernando, Carlos and Lindo at the Nizuc pool side restaurant provided amazing service to us each and every day. Fernando even gave me a souvenir gift he hand carved himself. These guys work so hard we always tipped them a few bucks, it's not required nor do the expect it but they earn it. The free wifi and the free calls to the U.S. are also very handy and something you won't find at most resorts. While no resort is perfect there are a couple things I found to be a little annoying. The front desk staff is mediocre, not overly pleasant and seemed a little irritated. The music and entertainment is non stop after 11am at the resort, it almost impossible to escape it, even on the beach or while sitting on your patio at your hotel room. A couple hours of only light music a day would be be nice so you could enjoy some quite time at the beach to hear the waves and even at the pool, just not constant party mode all the time. And it appears that people 'reserving' lounge chairs in the morning is starting to get out of hand. You walk by the pool at 9am and half the loungers have towels on them while there is no one in or around the pool. This is annoying, inconsiderate and I really wish they would enforce the "No reserving pool loungers" signs they have posted at the resort.I didn't think this would become a problem at a higher end resort but it has. On a final positive note, the cats that are living on the property are completely charming, and great rodent catchers I'm sure! Many adults (and kids) were amused by them!
We will return to Moon Palace.

  • Stayed May 2014, travelled as a couple
    • Value
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    • Rooms
    • Cleanliness
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Helpful?
2 Thank Jennifer S
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, 23 May 2014
Thank you for coming to enjoy our renovated facilities in Moon Palace Golf & Spa Resort.

We are pleased also to know that the services of our staff have made you feel welcome and comfortable.

Your comments motivate us to keep improving every day, so we hope you return soon.

Norma Granados
Public Relations Manager @ Nizuc
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
#20 Spa Hotel in Cancun
#21 Top resorts Hotel in Cancun
#22 Luxury Hotel in Cancun
#23 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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