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“Wonderful first experience of all inclusive”
Review of Moon Palace Cancun

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Moon Palace Cancun
Ranked #23 of 175 Hotels in Cancun
GreenLeadersPlatinum level
South Yorkshire
Level 6 Contributor
96 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
“Wonderful first experience of all inclusive”
Reviewed 5 June 2014

I worry when I read some of the negative reviews posted - I wonder if these people have been to the same resort that we experienced!! This was our first visit to Mexico and our first experience of 'all inclusive' and we weren't disappointed on either count. I am not going to go into great details but here are some bullet points:

* The resort is large but we liked that because there wasn't the feeling of being in one place all the time and with the huge choice of restaurants and pools every day could be different

* Although transportation is available around the resort and between lobbys we found it unnecessary and walked everywhere - the walk along the beach path takes you to all the places you want to get to and is well lit at night. Keep your eyes open for the wildlife - it isn't unusual for an iguana to cross your path!!

* Sunrise is more family orientated; Nizuc is slightly smaller but just beautiful and Grand is much smaller with less amenities but the best buffet restaurant for breakfast overlooking the pool.

* The whole resort is beautiful and well cared for.

* The staff are wonderful and always have a smile and a welcome - we lost count of the number of times we said "Hola" as we walked around the resort. If they do anything for you the general response to a thank you is "it's my pleasure" and it really felt that it was. Take plenty of one dollar bills to use for tipping, although if you run out and only have larger bills the bell boys are always willing to change them for you into smaller bills. Tips are not expected but obviously appreciated.

* The food is excellent, from the pool side bar-b-que to the fine dining and everything in-between, and when we were there between 15 and 24 May there was no problem in getting into any of the restaurants and none of them felt crowded.

* Be aware that the courtesy transport to the Beach Palace Hotel in Cancun only goes twice a day at 12 noon and 2.00 pm and if you go at noon you have to return at 4.00 pm and if you go at 2.00 pm you have to return at 6.00 pm. There was no option to go at noon and return at 6.00 pm. Having said that, although we're glad we went to look at Beach Palace we were glad to get back to Moon Palace. It is worth the visit to see the beach and the sea which is much nicer than at Moon Palace and the sea is the beautiful turquoise that you associate with the Caribbean, but all the hotels go directly onto the beach so there is no promenade to walk on and the road at the rear of the hotel is a dual carriageway and very busy so not pleasant for walking. If you do visit Beach Palace then head up to the Sky Bar on the roof which has panoramic views of Cancun, a pool and the happiest bar tender in Cancun. We were very pleased that we hadn't booked to stay at Beach Palace.

* The beach at Moon Palace does have seaweed on it but a tractor runs along every morning to clear the bulk of it and it wasn't half as bad as I expected from reviews I read before we went. The sea isn't particularly inviting but with so many pools to choose from we didn't miss going in the sea at all.

* There is some refurbishment taking place and some rooms are closed, but the work did not impact on our holiday at all and is very discreet

* We did go to the "resort presentation" but it was OK and there was no hard sell at the end - and it did only take the 90 minutes they said it would (it was cloudy that morning so perhaps that's why we didn't mind it so much!!). We've had much worse experiences at other timeshare presentations in Europe!!

* The outdoor paths and marble floors in the lobbys can be very slippery when wet so take care if it rains.

* We didn't spend all our credits but were pleased with what we did with them - spa treatments; golf for my husband; dolphin experience; trip to Chichen Itza. Yes you have to pay the tax but it still works out cheaper than paying full for everything and at the end of the day you don't actually lose anything if you don't spend the credits - it's like virtual money!!! On check-out we were given a credit card style card with the balance of credits on, which are valid for 12 months.

* The trip to Chichen Itza was good but it was a long day and it would be better if they didn't do the stop at the 'market' where the traders try their best to part you from your money and a very mediocre lunch is served. We left the hotel at 9.30 am and didn't get to Chichen Itza until 2.00 pm. We didn't realise how far it was (140 miles) and perhaps would have thought twice about it if we had known. We didn't get back until 7.30 pm.

* Xcarat is well worth the trip but does not qualify for credits.

* The golf and spa experiences were both wonderful and are recommended.

* The evening entertainment was not as high standard as we expected, although a couple of the shows we caught were quite good and it is quite easy to dip in and out of the shows. It's quite nice to sit in the lobby bar and 'people watch'

* Be prepared for a conveyor belt of weddings and corporate events - although they did not impact on our holiday and there is always something interesting happening

All in all our visit to Moon Palace was a wonderful experience and we would certainly recommend it and hope to visit again in the not too distant future when we want a relaxing 'chill out' holiday

  • Stayed May 2014, travelled as a couple
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Helpful?
17 Thank Woodcocks
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, 6 June 2014
Dear Woodcocks,

We are much honored that you had a “wonderful first experience of all inclusive” in Mexico at Moon Palace Golf & Spa Resort. Thank you for taking the time to write a detailed review sharing your experience and impressions.

We’ll look forward to seeing you again in the not too distant future for another relaxing ‘chill out’ holiday.

YENNIA CALVILLO
PUBLIC RELATIONS MANAGER
MOON PALACE GOLF & SPA RESORT
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English first
Surrey, Canada
2 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 5 June 2014

Just recently got back from Moon Palace Resort. Stayed from May26-June2. Such a great property. It's massive. The property consists of 3 resorts. The Sunrise Section, Nizuc and the Moon Grand. We were staying in The Sunrise section and couldn't ask for a better location. Our room was 1979 in the Gueterra building. Almost attached to the main lobby where all of the action was and the Night Club, Noir. Excellent variety of restaurants to choose from at all 3 resorts. My favourite was Momo (Japanese tepenyaki style). You only have to make reservations for the 2 restaurants out at the Golf course. The service at Trattoria was incredible. Very attentive staff.
I love the Panini and Crepes café you can get espresso, café latte, cappuccinos, teas, ice cream, popsicles, chocolates, sandwiches, paninis and crepes,
Excellent teen area called Wired. all kinds of video gaming, air hockey, pool tables, pin ball machines, popcorn, sandwiches, ice cream and pastries for you.

We played some mini golf while we were there and took out bikes to ride around the property. Not to mention the Skybar... upscale lounge with incredible libations. My favourite was the molecular drinks. Chocolate martini molecular and lemon drop molecular.
The Sunrise section is great for conventions, wedding receptions in their banquet halls.
The Nizuc section has a lot of outdoor gazebos for weddings. They are known for hosting many big family wedding functions. A real big hit are the Indian Weddings. they are getting to be very popular especially at this resort.
We happened to be there at the time the GEF conference was going on so we had a lot of suits and dignitaries walking around in the mix of vacationers. This place is very popular for big events in their Arena.

There is a shuttle that takes you into downtown Cancun that drops you off at the Beach Palace or Sun Palace properties. They will drop you off at 2pm and pick you up at 6pm or drop you off at 12pm and pick you up at 4pm. you can enjoy their property, enjoy their amenities, drinks, food. the beach is absolutely stunning here. unlike the beach at the Moon Palace. Its okay but not as blue and there really is a lot of seaweed as people have mentioned in prior reviews.
At the Beach Palace you are able to walk to the Isla Shopping centre and Flamingo shopping centre which is close by for any of those shopaholics.
Beach Palace was a smaller more intimate property that also caters to families.

  • Stayed May 2014, travelled as a couple
    • Value
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Helpful?
1 Thank Suedha
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, 5 June 2014
Dear Suedha,

Thank you very much for the kind words and detailed review. I’m really glad that you enjoyed both the facilities and the service our staff provided. The entire team here takes great satisfaction in doing their jobs well, and your kind comments reinforce that.

We hope to see you again soon!

YENNIA CALVILLO
PUBLIC RELATIONS MANAGER
MOON PALACE GOLF & SPA RESORT
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Georgia
2 reviews
Reviewed 4 June 2014

Fantastic service, fantastic amenities. Nice clean facilities and from check in to check out I was well taken care of. Driver was waiting for me at the airport and I was at the resort, checked in less than 30 minutes.

Room Tip: 2nd floor corner room was quiet and very comfortable. Gotta try the Dolphin Experience. Well worth i...
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  • Stayed May 2014, travelled on business
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Review collected in partnership with this hotel

Helpful?
Thank eagle1ne
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, 6 June 2014
Dear eagle1ne,

Thank your for your kind review and beautiful picture! We are thrilled to know that you found our service and amenities fantastic!

We’ll look forward to seeing you again next time you have the chance to visit Cancun, Mexico.

YENNIA CALVILLO
PUBLIC RELATIONS MANAGER
MOON PALACE GOLF & SPA RESORT
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Baton Rouge, Louisiana
Level 1 Contributor
4 reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 4 June 2014

The "Nizuc" at the MOON PALACE Golf & Spa Resort is part of a remarkable resort development. From its beachfront location, to its new and/or upgraded facilities and amenities, the interior design and exterior landscaping...what a vacation week to remember, for a long time to come! Most of all, the service was impeccable. Owner, Management and Staff deserve recognition for living up to what the Hospitality Industry stands for, and in this case, exceeding our expectations.
Jon Fels, President & CEO
Fels Hotel Group

  • Stayed May 2014, travelled as a couple
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Helpful?
4 Thank HotelKonig
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, 8 June 2014
Thank you very much for your good comments; we appreciate you have chosen Moon Palace Golf & Spa Resort to experience an unforgettable holiday.

We are pleased that you enjoyed our services and the quality atmosphere we offer to our guests and it will be a pleasure to welcome you again in the near future.

Cordially,

Norma Granados
Public Relations Manager @ Nizuc
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Beijing, China
2 reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 4 June 2014

I found two large furry spiders with hundreds baby spiders separately during my one week stay in the resort. The room has nothing sound proof. You can hear clearly television and phone calls next door.
The worst thing is their staff quality. The staffs were well trained to smile with guests, but some of them don’t know how to really respect the guests. Some staffs even treated guests unfriendly as a thief and framed up. They were not responsible for what they said. When they did anything wrong, they only said sorry. But I felt they didn’t think they were wrong in their heart and weren’t responsible for their wrong.
I asked for room shift. The staffs at frond desk asked me to pack and put luggages at the lobby the next day morning. I did so and called many times to confirm the room shift. Each time they promised without any problem, but finally they said the resort is full and can’t shift my room. I had to get luggages back to the same room.

  • Stayed May 2014, travelled on business
    • Value
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Helpful?
10 Thank banyacn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level 2 Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 4 June 2014

We would never have dreamt of staying here, but my brother-in-law was getting married and we were invited, and we are so glad we decided to go. it seemed like a lot of money to us - far more than we would usually pay for a family holiday, but the experience was far better than any we have had anywhere else. Ever.

The beds were enormous, the rooms quite spacious, the staff fantastic, and the food was great. We used the spa, at least 6 pools, most of the restaurants and room service and I can't fault any of it.

There are a couple of things which i think would have been useful to be aware of, but didn't necessarily detract from our stay. These aren't criticisms, but i think we would have preferred to know them before hand.
Firstly, resort credits; you can use them for many things but you CANNOT use them for the dolphin encounter for under 8's - children and accompanying adults have to pay. The dolphin encounter is in the sea and there is a platform to stand on, but the children have to be held which meant juggling 2 was a bit tricky, there was a bit of chicken wire which my eldest held onto while my youngest met the dolphin and vice versa, and all in all it was a good experience, i was just a bit annoyed that i had to pay too - when I could have had an adult dolphin experience on credits. The group is fairly large and you cannot take your own photos, but both of these we expected anyway.. We came away with 3 prints and a CD of photos which we have had no trouble printing ourselves.

Timeshare/membership sales. it is not immediately obvious that several staff in the lobby are there to persuade you to go on some kind of tour/talk which results in you getting discounts on trips etc. with 2 children under 5 we couldn't think of anything worse so we managed not to sign up but it took some doing, we found it was better to speak to the people under the stairs in sunrise lobby, or the vacation planners (tucked away in an office past the shop). Not a major drawback, but it would have been nice to have avoided the 20 minute sales pitch.

Size. I think it is unfair to call this an hotel or a resort, its more like a holiday town where everything is free! It is a good walk between the different areas (and much quicker to walk along the beach front than walk from lobby to lobby or get the bus). Once we realised just how big it was we really began enjoying the space and the variety on offer. We had an afternoon at beach palace in cancun and that was such a contrast (nice, but oh so squished compared to the space and unimposing nature of the moon palace!)

Kids room/play area. The 'play area' in Sunrise is very big and spacious, full of lots of great rooms and lovely staff, and the one in Nisuc is smaller but also fun. Just to clarify, you can leave over 4's there unaccompanied, and they can eat there, but there are not organised activities in the same was as you might expect from a 'kids club' in other hotels. there is no timetable of activities, they just roam where they choose and the staff interact with them if they want. Our kids loved it but I think our 5 year old would have got restless if we hadn't been there - and certainly after an hour I think she would have needed more adult interaction.

I just have to add that the spa treatment was amazing and the pool up there was empty. The golf buggy ride there is fun too - especially if you can persuade the driver to go slowly so you can try and spot some wildlife.

All in all an amazing experience.

Room Tip: Ocean views seem to have smaller balconies than garden views, and the gardens are gorgeous anyway.
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  • Stayed May 2014, travelled with family
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Helpful?
17 Thank Whatmoretravel
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, 7 June 2014
Dear Whatmoretravel,

Moon Palace Golf & Spa Resort is committed to provide memorable experiences. It makes us very happy to hear we have accomplished our goal and you had an amazing experience.

Thank you for sharing your perception in details with all travelers.

We will be waiting to welcome you back at Moon Palace Golf & Spa Resort for another absolutely brilliant vacation!

YENNIA CALVILLO
PUBLIC RELATIONS MANAGER
MOON PALACE GOLF & SPA RESORT
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Louisville, Ky
Level 2 Contributor
8 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 4 June 2014

We just returned from our fifth trip to Moon Palace. We traveled with my brother and his wife who are Palace members. Were anxious to see the renovations that had been done to Nizuc since we were there last year. And they did not disappoint. Everything was beautiful!!! First and foremost, we have to give a shout out to Macedonio Sulub, Maroo Solis and Luis correa who were our servers at El Manglar most mornings for breakfast. Their service was top notch and made us feel like we have known them for years. Thanks! You guys rock! We ended up with an ocean front room at Bugambilia, which was amazing! We spend most days at the pool at Nizuc at the far end which was a little bit quieter. Ate at Momo's hibachi (excellent), Trattoria (excellent), El Manglar (very good), Caporales (very good), Palapa Baracuda (good), and Palapa Fragata (poor service and food) for dinners. For lunch, take a trek to the taco bar....the food is delicious and it is poolside! We did the dolphin encounter for the first time and it was an experience of a lifetime. Depending on which tour you would like to take the "basic" one can be done with your resort credits. The spa is amazing and definitely a must do! The beach is not what you would normally expect in Cancun, but if you want to see the beautiful aqua waters take the bus the resort offers for free at noon or 2 to either Sun Palace or Beach Palace to enjoy their beach. Well worth the trip. The guys in our group didn't golf this time but the course looked to be in perfect shape. Will definitely be back again next year. Maybe to even renew our vows!

  • Stayed May 2014, travelled as a couple
    • Value
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Helpful?
4 Thank thommom
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, 9 June 2014
You have been very kind to give us your feedback about your stay with us, we greatly appreciated this, thank you.

We are sure that our future guests will find very helpful your comments to take the decision to come and stay with us at Moon Palace Golf & Spa Resort.

The great variety of services that you had enjoyed here, also give us the opportunity to offer exceptional accommodation for everybody.

We hope you return soon!

Norma Granados
Public Relations Manager @ Nizuc
Report response as inappropriate
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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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