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“Ignore the bad reviews....”
5 of 5 bubbles Review of Moon Palace Cancun

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Moon Palace Cancun
Ranked #23 of 182 Hotels in Cancun
GreenLeadersPlatinum level
Worthing, England, United Kingdom
1 review
common_n_hotel_reviews_1bd8 6 helpful votes
“Ignore the bad reviews....”
5 of 5 bubbles Reviewed 21 August 2014

How anyone can say this is a bad place is beyond belief. We have just returned from a fabulous all inclusive holiday with our three kids (6, 7 and 11). We had an amazing time. The kids club (known as the Playroom) was particularly outstanding and we were simply taken aback by the sheer amount of activities and the quality of the kids facilities.

The other outstanding thing to mention was the quality and choice of food, This is not just an all you can eat buffet. There are quality restaurants where you are seated and choose from a menu and I cannot rate this highly enough.

The rooms were spacious, clean and the chamber maids came at least twice a day and no matter how messy our room was, we always returned to it as if we had just arrived for the first time.

The pool was always clean and the grounds were always being maintained and manicured everywhere you looked.

It is a huge complex and it can take a few days to get used to it and find your way around, but this was no issue for us.

Do I recommend it? Oh yes. Would I return? Definitely!

Room Tip: Choose the Sunrise area for families with kids. Choose the Grande area for a quieter experience, whi...
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  • Stayed August 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
6 Thank Neil K
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, 24 August 2014
Dear Neil K,

Thank you for your kind comments. Your positive review only comes to confirm our main aspiration of always offering the ultimate level of service and facilities.

We look forward to welcome you back at Moon Palace Golf & Spa Resort for another fabulous all inclusive holiday!

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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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (5,891)
Date | Rating
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English first
Level Contributor
16 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed 21 August 2014 via mobile

First time to an all inclusive resort. We enjoyed every single moment of. The hotel staff are very friendly and corteous. They really try to accomodate your needs. You need to wake up early to find a nice spot around the pool at the Sunrise, that's where we stayed. The beach at the Sunrise is not as beautiful as the Beach Palace. But you can go to the other hotels facilities. The bus schedule to the Beach Palace is very limited and too late 10 to 2 or 12 to 4. Too little time to enjoy. The gym should have antibacterial wipes so that one can wipe down after each use. The Caporales restaurant has an amazing Chile en Nogada that is to die for :) We had breakfast at the Bugambilias every single morning. We had dinner at the Brazilian restaurant at Nizuc very good as well. Be careful when playing golf, my husband saw a crocodile yikess, snake and a deer. We were really sad to go back home. Overall, an awesome experience. We plan to go back to stay at the sunrise.

  • Stayed August 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jandjo1134
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Simi Valley, California, United States
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 21 August 2014

My family visited Moon Palace from Aug 8th, 2014 through Aug 15th. We traveled with another family, so a total of 5 adults and 5 children (ranging in age from 8 to 17). We had an excellent time. The food was great...we never really had to wait for a table at any of the restaurants, and we visited a lot of them. We had a 2-bedroom suite at the Golf course and it was excellent. There was a person outside in a make-shift lobby area. All of the staff at our golf suite were excellent. We had the use of our own personal golf cart and it was excellent for getting from one place to the other. The golf rooms are located in the rainforest, so it is extremely beautiful, with awesome wildlife. We visited the spa, played golf, and swam with dolphins....all fantastic experiences. We had the best pool-side waiter you could ever ask for. His name is Pablo and works at the swing bar. He was excellent!!! The staff was always very friendly and helpful....every single one of them went out of their way to make our stay great!!! I could go on, and on, and on......we will definitely stay there again. Thanks Moon Palace staff for making our end-of-the-summer vacation the best it could be!!!

  • Stayed August 2014, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank Nancy C
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, 24 August 2014
Dear Nancy C,

It is a pleasure to read a positive review as yours. I’m glad that you enjoyed our facilities and specially our service. We are very proud of all our employees, and we are sure that they are the reason of Moon Palace Golf & Spa Resort to be known as one of the best all inclusive Resorts. You can be assured that Pablo will receive the recognition he deserves.

We are looking forward to welcome you again in the near future!

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
Simi Valley, California, United States
Level Contributor
9 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 21 August 2014

My boyfriend & I stayed at The Moon Palace Golf & Spa Resort August 9-16th 2014 for our 1st anniversary & we had a beyond lovely time. We arrived at the airport & found our transportation & he requested our confirmation & had us on the shuttle in less than 10 min. The drive is only about 15-20 min. Upon arrival at the resort we were helped out of the shuttle, handed cold towels & since check in was another couple hours away we were handed tickets that matched our bags that would also be waiting for us in our rooms later. We headed up the escalator to our check in. The concierge requested our hotel confirmation & a nice waiter took our drink order. There was also a nice small buffet of snacks. Immediately after we were greeted by Tina who would then sit with us & explain our credits, what we could use them on, etc. She was very accommodating. Our trip was a blast! We went zip lining, repelling, swam in the Cenotes, took a tour to Chichen Itza & Tulum. Chichen Itza was wonderful! The only downside is that August in Cancun is brutally humid & Chichen Itza is huge. The bus ride there from Moon Palace is about 3 hrs :( You also can't climb the ruins because tourists had started to graffiti inside the ruins. If you want culture though & to be amazed by the size of these ruins, GO! Well worth it. Tulum is smaller & right on top of the ocean so it was cooler & we got to swim in the water. Beautiful! Hold the baby lion in the market place if it's there. The Zip-lining tour was amazing. You repelled & got to swim in the Cenotes as well. So cold because it is Mexico's fresh water source, you'll be fine after you get in though. Our favorite restaurant was Los Caporales without a doubt (Thank you Juan & Luis), I didn't enjoy the Brazilian restaurant unfortunately. Maybe it was just me. The Sunrise pool is where the party is. Great pool bar, waitresses will take your drink order, be patient there are a lot of people also waiting for a drink. Our room was fabulous with an ocean view. Room service was great & only took about 30-35 min if you ordered food. I'm going to give some crucial advice so dial in....The wait for a lot of restaurants is looong, don't starve yourself before dinner & expect to walk right into a restaurant. THE KEY: Order room service an hour before you go out, something small to tide you over. Then, go to the restaurant, put your name in, go sit at the bar & relax until it's time. Overall, our experience was perfect! If you're looking for a great get away...go! It is a family resort so kids are most welcome. If you want somewhere quieter stay at Sun Palace where it's adults only & if you want great beach water where kids are welcome stay at Beach Palace. The only, ONLY downside to Moon palace is that their beach is not the best, you have to go a way's out in the ocean to find a clear patch. But the pool is great & you can always take the bus to Beach Palace for a day of playing in the water. Hope this has been helpful. Ladies, if you're in heels, call for a golf cart to your room & get a ride to the Moon lobby...it's less walking. Haha! However, if you're going to the Nuzuic or Grand section you have to take the buss out front of the hotel :)

Room Tip: The Sunrise section was great, I liked the pool the best & the Swing Bar, the fact that the club...
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  • Stayed August 2014, travelled as a couple
    • Location
    • Sleep Quality
    • Service
Helpful?
Thank Kikinikkic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lake Arrowhead, California
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 21 August 2014

Visited Sunrise August 2014. Was skeptical of all inclusive quality. Moon palace far exceeded my expectations in every category. Can't wait to return. Wifi worked great in all areas of the resort. Made keeping in touch very easy.

  • Stayed August 2014, travelled with family
    • Location
    • Rooms
    • Service
Helpful?
1 Thank srkeefe
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, 24 August 2014
Dear srkeefe,

We are truly glad to know that our Resort exceeded your expectations in every category. Moon Palace Golf & Spa Resort is committed to elevate the all-inclusive concept and offer guests an unforgettable vacation experience by combining world-class hospitality with exceptional amenities and attractions.

We are looking forward to welcome you back at our Resort or at any other Palace Resorts properties.

YENNIA CALVILLO
PUBLIC RELATIONS MANAGER
MOON PALACE GOLF & SPA RESORT
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A TripAdvisor Member
5 of 5 bubbles Reviewed 21 August 2014

Absolutely fabulous hotel! This is the second time we have been here in the last few years and it has got even better! Had ocean front room in Nizuc, which was beautiful and very clean. We prefer the Nizuc section as Sunrise is too crowded and noisy and Grand very quiet. Pool was very clean and loads to do every day. Staff were fabulous and couldn't do enough for you, especially loved the entertainers, Carla, Carlos, Francisco and Gustavo - they are all lovely and amazing dancers! Restaurants were great, especially the Caribbean, Mexican and Brazilian, service and food amazing! The Italian was the only one you had to book at the Golf Course, but wasn't as good as the others. The spa at the Golf Course was lovely, treatments were amazing! The maid and room service was great too, they kept the rooms so clean! We did the dolphin discovery at the end of the pier which was totally worth it, the dolphins are lovely! We also went to Xel Ha park which was one of the best days out! Definitely worth a visit. The foam party was fab and great fun and my daughter especially loved releasing the baby turtles into the sea! All in all the best holiday ever and we will definitely be coming back soon! Thank you Moon Palace, love you loads!

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Virgin Holidays

Helpful?
1 Thank A TripAdvisor Member
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, 30 August 2014
On behalf of all our staff you mention, THANK YOU!

We are pleased to know that you enjoyed your oceanfront room, we hope you return soon to enjoy more at Moon Palace Golf & Spa Resort.

Hasta pronto !

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
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 21 August 2014 via mobile

What a place!! Made so many fond memories, the most helpful and kindest staff, great service,no request was too much trouble and they went beyond their roles to accommodate our trip, great range of food, I just can't praise this hotel enough!! We will be returning soon :)

  • Stayed May 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank emmypu24
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, 24 August 2014
Dear emmypu24,

Thank you! We are truly happy to know that you can’t wait until your next visit. Moon Palace Golf & Spa Resort is committed to provide memorable experiences and it is really rewarding to know that we accomplish our main goal.

We will be waiting to welcome you back any time soon.

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
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
#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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