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“Magnificent” 5 of 5 bubbles
Review of Moon Palace Cancun

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Moon Palace Cancun
Ranked #22 of 181 Hotels in Cancun
Certificate of Excellence
GreenLeadersPlatinum level
Utah
1 review
“Magnificent”
5 of 5 bubbles Reviewed 30 August 2014

Moon Palace exceeded our expectations by a long shot! The staff are the best we've ever experience. Everybody was very helpful. Overall I totally recommend the moon palace. They anticipate every need before you even think about it.

Room Tip: Book at Sunrise it's definitely the place to stay. All the rooms are really nice and closer to w...
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  • Stayed August 2014, travelled as a couple
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Juan 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, 31 August 2014
Dear Juan M,

We are thrilled to know that Moon Palace exceeded your expectations. We are committed to create unforgettable experiences offering the highest level of service and facilities at all times. It makes us very happy to hear we have accomplished our goal.

We are looking forward to welcome you back at any of our Palace Resorts properties.

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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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 (5,808)
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English first
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 30 August 2014 via mobile

Just returned from Moon Palace, and I can honestly say it was lovely!! ( and I'm very fussy)!!
The staff are wonderful, nothing is too much trouble for them.
I travelled with my husband and 2 children 9 & 3. We stayed in The Nizuc section which I was pleased about as it's definitely my favourite. A great balance between the 3. Sunrise being very busy. And Moon Grand more for couples.
Our room was probably one of the furthest from the amenities and restaurants, but it's really not a problem. The walk was nice.
We were aware of the seaweed situation on the beach before arriving here, but actually, I didn't find this too bad either. The hotel work very hard to remove the seaweed several times throughout the day. And actually on our last day, there was barely any seaweed, with beautiful clear waters!! The beach itself is beautiful and private.
We weren't in one of the refurbished rooms, however the room was still lovely, with housekeeping daily. My only disappointment was that we had to change rooms after 1 night and I left a ring in the room and it was never to be seen again! I would have hoped house keeping would have handed it in, as it was of huge sentimental value.
The evening entertainment was fantastic and the entertainment team during the day at Nizuc was also very good. My son and husband were huge fans of Fabio!!
The food quality was excellent. Although we did get a little fed up of steak after 2 weeks!!
We would definitely recommend this resort and would also come again, but would want to be in Nizuc again!!

Stayed August 2014
Helpful?
2 Thank Jhgffdfgjjii
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, 1 September 2014
Thank you for your comments, for us is very important to know the experience of our guests.

We are pleased to know that you have enjoyed the most of our services and facilities during the two week holiday in Moon Palace Golf & Spa Resort.

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

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
2 reviews
5 of 5 bubbles Reviewed 30 August 2014

Our room was nice but small, the room service was excelent, the food at the buffets was great and the pool was very nice. They helpt alot planning the extra activities. Xcaret was great the bus service was always on time

  • Stayed August 2014
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank altlopezteran
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, 31 August 2014
Dear altlopezteran,

We are glad to know that you had an excellent stay. Moon Palace Golf & Spa Resort is committed to provide the ultimate level of service all times.

We truly hope to have the opportunity to host you back at any of our Palace Resorts properties!

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
London, United Kingdom
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed 30 August 2014 via mobile

We travelled to Moon Palace in August after it being recommended by friends who visited last year (and came with us again this year). In total there were 14 of us. Our family stayed in Sunrise whilst the other two families stayed at Nizuc ( there are 3 parts to this huge complex, Grand being the third). We were met with cold face towels at the entrance which was very welcome. Check in was simple and we were promptly shown to our room. Rooms are fine - 2 double beds and bath! in the main room with a huge shower in the bathroom. In brief: food is great. There is so much choice and apart from 1 night never had to queue and this was supposed to be whilst the hotel was at full capacity. We have 2 daughters who both have food allergies. We informed a waitress of this who in turn got one of the main chefs to come out and go through all the foods on show - very helpful and appreciated. Daytime - too hot!! All the pools are great and if you need a change just go to the beach. Ok so it has some seaweed but that's not the end of the world. Kids club also very well done and organised. Evenings - entertainment every night. Some good, some average but always something to keep the kids and adults entertained. So, a fantastic 2 week holiday, highly recommended and somewhere we would love to return to

Stayed August 2014, travelled with family
Helpful?
6 Thank matt17671
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, 31 August 2014
Dear matt17671,

Thank you very much for your valuable comments of our facilities and appreciation for our Staff. At Palace Resorts, we do our best and accommodate all our guests’ special requirements and always go the extra mile to our guests.

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

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
UK
Level Contributor
20 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
4 of 5 bubbles Reviewed 30 August 2014

We visited in August - peak time, and they told us they were at 100% occupancy. We stayed in the Grand.
So to start, I would say that obviously this is a huge resort - and you will be certain to find something suitable for you within it, whatever your requirements. Though we are a family, we chose the Grand, as it was quieter, and the rooms were larger (I think we would have struggled in a single room elsewhere with 2 largish kids) The check in was fine, very little waiting around (we went as guests of members), and though our room requests were not honoured, the room was fine. They provided a roll away bed as soon as one became available (plenty of space for this in the Grand - good if your kids don't like sharing a bed)
We loved the pool(s) at the Grand - some entertainment if you wanted it, but not intrusive, and if you want to swim lengths, or just play, you can. Other pools were busier and had more going on - not our scene personally, but plenty to do if you want it. The kids enjoyed the flow rider at Sunrise. Having to reserve sunbeds at silly o'clock was irritating (we didn't, but sometimes struggled to get beds even arriving for the day at 8 am - despite those with towels on not being occupied until midday or later sometimes) - the hotel should enforce the no saving policy in my view.
The staff were fantastic - always helpful and friendly, they couldn't do enough for you!
Food - plenty of choice, and good quality. We couldn't get into momo as each time we arrived there was a 2 hour wait for a table, but we went to almost every other restaurant and enjoyed them all. Sometimes there was a little wait, but we tended to eat early (7-7.30) so it wasn't usually a problem. We ate breakfast in the Grand, Caribeno restaurant, and the choice was incredible - and no queues either.
We enjoyed a day trip too the beach palace - great beach there (not so much in the Moon Palace, but as we prefer the pool it wasn't a problem for us)
Massages were nice, as were manicures

tips:
1) Grand has bigger rooms and is quieter - but still good for families if you want to avoid the masses
2) Book the golf course restaurants / spa treatments etc on arrival if the resort is busy
3) Check to see if you can get a better deal by booking through a member - perks are a nice touch, and even from the UK it worked out cheaper for us to get flights separately this time (the cancun forum has plenty of members on it)

  • Stayed August 2014, travelled with family
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
4 Thank lazylegs
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, 1 September 2014
Thank you for choosing Moon Palace Golf & Spa Resort for your family vacation.

We are delighted to read your comments, and we are especially pleased to receive your kind words about our staff. We also thank you for your feedback as we think there is always room for improvement.

We are glad that you enjoyed the peaceful and fun environment of our Grand section, as well as the variety of restaurants an activities at Sunrise and Nizuc.

We can't wait to welcome you back!

Kind regards,
ROSAURA YAÑEZ
PUBLIC RELATIONS MANAGER
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Liverpool, United Kingdom
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 12 helpful votes
2 of 5 bubbles Reviewed 29 August 2014

The hotel itself is heaven! Amazing place, wonderful staff, fantastic views, incredible food and drink! Seriously the best place on earth!!!!

Read on only if you are thinking about getting married there..

To begin with, the correspondence with the weddings team at Palace Resorts was very slow, and sometimes nonexistent. For example, we emailed a few weeks before to double check our legal documents were correct as we didn’t want to get out there and not be able to get married, we received a reply “Sorry I am out of the office until 1st August but will reply on arrival back to the office”. We were worried as we were travelling on the 6th August! Still no reply to this day! Luckily the Thomas Cook weddings team in the UK were able to put our minds at rest and confirm we had the right legal documents.
Firstly via email, the weddings department at Palace Resorts tried to charge us $400 for a “cocktail hour”. When enquiring what that meant we were told it would be champagne and canopies for our guests, while we have our photographs taken. We thought this was a lovely idea but asked the hotel why we would have to pay for this when all the guests were all inclusive. The hotel clearly use this as a money making scheme as they quickly rectified “their mistake”.
On arrival to Moon Palace Resorts we were amazed at the hotel; the grounds, rooms, food and drink were to die for! An appointment was arranged to meet with our wedding coordinator, Miriam, we arrived excited and looking forward to planning the “stress free paradise wedding” we had been promised. While waiting in reception we saw one bride hugging another wedding coordinator saying “thank you, you couldn’t have done enough for us”. This filled us with hope that the wedding experience would be just perfect, as promised. Well that wasn’t to be the case! All Miriam did was go through the email we had already sent her and said “Ok, see you Wednesday at 4”. She didn’t even come forth with how to get my dress steamed, I had to arrange and pay for the steaming of the bridesmaids dresses myself, we were told we would have to pay extra for decorating the table for our meal (yet we had already paid $200 to decorate the wedding stand so I had to push for those flowers to be put on the table). She seemed very inexperienced, had no ideas or kind words to put our minds at rest, she literally said nothing and we felt very uneasy and unsure what to expect after it. There was literally no contact then until the wedding day.
On the wedding day I arrived at the wedding stand to the wrong song and the bridesmaids had already walked down! So stressed, I jumped down from the horse and cart in a rush as I didn’t really understand what was going on. It had to be started again so the video was ruined. Yes the wrong song might be a simple mistake but had Miriam given us more than “see you on Wednesday at 4”, then she may have known what song to play!
The meal was lovely and the flowers (as I luckily thought on to request on the table) made the table look beautiful. As always the food was delicious, the waiters were remarkable and the champagne flowed all through the meal. However when the cake arrived it was not like the one we had seen the picture of via email! It was a big white slab of icing, it had not one bit of decoration on. Luckily, my chief bridesmaid is very creative so she broke up her bridesmaid bouquet and quickly decorated the cake to make it look attractive. Yes the cake tasted delicious but our guest should not have had to do this!
Furthermore there we were told there was nothing to do for the evening. Over email I had been told we could book a table in the hotel club, Noir. Then Miriam told us that the club isn’t even open on Wednesdays! I asked what other options we had and was told we should all go to the English pub! Well I certainly hadn’t come all this way with 16 guests and an expensive wedding dress to go to an English pub on my wedding night. So I had the stress of running around to organise some sort of reception, we only wanted a space with drinks that we had all already paid for in all inclusive and a space for an ipod so we could have our first dance. Miriam did nothing and I became really upset so had to speak to the manager of the hotel two nights in a row before the wedding, when I should have been relaxing with family. The day manager referred me to night manager, Sergio, who tried his best and was very understanding but had to refer it all back to the weddings department manager! The day of my wedding I still didn’t know what would be happening during the evening and Miriam rang me two hours before, she didn’t know either! After my chief bridesmaid and the mother of the bride spending the wedding day trying to get this sorted, we were eventually given a bar terrace in the Grand section of the hotel. Yes they provided champagne and chairs but any guest was entitled to that! There was no music facility for us to plug in our iPod and have our first dance, as a result one of our guests had to run all the way back to the Sunrise section to get his speakers out of his room. This shouldn’t have had to happen!
Don’t get me wrong, I know we had the complimentary wedding package, however all of the hotel guests were all inclusive; what did the moon palace provide for us that made it special for our wedding? We had spent a lot of money with 14 guests staying at the hotel and two we bought a day pass for. What did we get that day that we weren’t entitled to every other day of the holiday? The food and drink was all inclusive anyway.
In addition, the weddings team owed us $50 for two cancelled boutonnieres and Miriam promised to credit them to our room. This never happened and when asked, Miriam said that the Moon Palace was keeping the money for bank charges. Eventually it was sorted but this was our honeymoon, we shouldn’t have had to be stressed and speaking to managers all the time. Also when we checked out the weddings team had charged us $30 for an error fee, to which again we had to argue for. Then, as we were counting out our final balance to pay off our room, we were told the exchange rate had just changed and we owed them more! Once again we had to have a dispute to sort this out.
In conclusion, we are terribly disappointed in the service that we were provided by the weddings team at the Moon Palace Resorts. We were promised by Thomas Cook that it would be a stress free experience with very experienced wedding coordinators in a hotel that does weddings all the time! What we got was in fact the opposite; we spent half of our holiday running around speaking to managers as we felt nothing had been done for us. The wedding party spent an awful lot of money with Thomas Cook and we thought we would have been better looked after. It really was not the experience we’ve always dreamt of and spent a lot of money on. We hope the way we were treated is not because we had the complimentary package, every bride and groom deserves to feel special and have a stress less wedding! After all, that was the whole reason we did it abroad...

  • Stayed August 2014, travelled as a couple
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Service
Helpful?
12 Thank kate123h
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Whittier
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
3 of 5 bubbles Reviewed 29 August 2014

The resort did not live up to expectations, the $1500 resort credit was subjected to too many terms and conditions. Even the trip planner at the hotel told us the trips that could be purchased with the resort credit were basic; the resort should make better partnership with activities the customers will enjoy. We heard many other customers on the activities and at the resort say they would not return to Moon Palace. It felt as though the $1500 resort credit was just a scam to get people to their resort.

The many "desks" at the lobby are difficult to distinguish and many times I did not know which desk to ask for things I needed from the hotel.

So I dont write a novel in regards to this place:
-Yay: Conservation, I was able to return newly hatched baby turtles into the ocean!
-Yay: The wait staff is friendly and mostly always willing to help.
-Yay: Brazilian Steakhouse and Mexican buffet.

-Boo: You've heard it enough times, the beach is not what you expect. Not too many on the beach due to all the seaweed.
-Boo: Transportation to and Moon Palace- They have a bus that will take you to and from Beach Palace. You get a choice of either 12-4pm or 2-6pm, really? Only four hours? They need to have a bus running every one/two hours, at least until 8pm. Also, as a customer you get access to Playacar Palace as well... but there is not transportation to get you there?!? That should be offered, whats the point of having access to other Palace hotels if you cant get to them? This needs to change.
-Boo: Mosquito Bites!!! This resort is closer to the jungle so there are mosquitoes, a lot of them. I went to dinner at one of the "outdoor" but glassed off restaurant and I was instantly attacked by mosquitoes. Many customers left without having dinner because of the mosquitoes.
-Boo: Nizuc pool side has a nice schedule right next to the pool, our side (Sunrise) did not. You were either in the know or you weren't.
-Boo: Lighting in our room- I don't complain unless its drastically affecting my vacation/dinner/mood so I didn't complain to the resort but the lights to the restroom, entry way and vanity area flickered and it took a good 10 seconds to turn on. The resort MUST know this already since the cleaning staff went in there every day to clean it. That it wasn't/hasn't been fixed is beyond me.
-Boo: To repeat the earlier complaint. The activities that can be purchased with the resort credit are limited. Dolphin experience was good, romantic dinner (with my mom) was nice, spa was nice but they only allow you to use $300 for spa services. (When each massage is $130-150, this limits what you can get at the spa). Ziplining.. ugh... Double or triple Boo- This place was a complete disappointment. Please, please make sure you are not going to Boca Del Puma, if you are, they will try to up-sell your visit with ATV's, cenotes, horseback riding. ( I also reviewed this place).
***This was my biggest gripe with Moon Palace, the trip planner told me nicely this place (ziplining Boca del Puma) had bad reviews, I was willing to try it. Honestly Moon Palace, if you have received complaints about this activity before and know it does not satisfy your customers, why are you you still partnering with them?!?! Soooo many people complained about this, you are going to lose customers.***

Recommend: Take bug spray, preferably, all natural, biodegradable spray (while I'm at it, sunscreen too) because many eco-parks request you use the all natural stuff for the preservation of the animals that live in the water. Take it from home so you don't have to buy it overly priced or destroy the natural habitat.

  • Stayed August 2014, travelled solo
    • 2 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Service
Helpful?
3 Thank Nance_26
This review is the subjective opinion of a TripAdvisor member 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
#18 Spa Hotel in Cancun
#21 Top resorts Hotel in Cancun
#22 On the Beach Hotel in Cancun
#22 Luxury 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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