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Reviewed 19 October 2017

We have been going to Palace Resorts and have NOT been disappointed. You cannot beat the staffs hospitality and how attentive they are to your needs. The resort grounds are absolutely breathtaking and all the amenities they have. I will always recommend the Moon Palace.

Date of stay: October 2017
Trip type: Travelled with family
Review collected in partnership with this hotel
2  Thank mvbperez
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
GM_MoonPalaceCancun, General Manager at Moon Palace Cancun, responded to this reviewResponded 19 October 2017

Dear mvbperez,

We sincerely appreciate your loyalty and preference, we are committed to improve every single day in order to always surpass our guest's expectations, thank you so much for recommending us. We hope to be honored with your visit once again soon.

Best wishes,

Jose Luis Gonzalez,
Social Media Concierge Manager
Moon Palace Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 October 2017

I am a Diamond member at Palace Resorts and I can honestly say that for the past 8 years, we have never had a bad experience at any of the many resorts a member has access to. There were times at check-in, that some minor issues were eventually worked out and always a great time followed.

I and my wife frequent the resorts 2-3 times yearly and the staff and workers throughout the various resorts have been nothing but a class act and everyone always greets with a smile and "Hola". I read many comments on how bad the staff is or how bad the food is and can honestly say, I am surprised. At Moon Palace, there are 27 restaurants and in 8 days, not sure how anyone can eat at all of them, lol... but, yes, some of the restaurants, the food quality is a hit or miss and I am sure that depends on how full the resorts are as there will be a much higher turn around to feed everyone.

Each trip at Palace Resorts is another adventure of fun in the sun and it is always a pleasure to meet many people from all places in the world.

After my trip two weeks ago, I would like to personally thank Natalia Mireles Ascencio for her professionalism from the original booking throughout the bookings of events/dinners/transportation for myself and our guests. It is important to these hard workers to receive reviews of their hard work to keep us all comfortable knowing fully well of the cost it is to all of us to make a trip at the Palace Resorts. I would also like to commend Daniel and the others at Diamond concierge to ensure all guests are happy with their package at the Moon Palace.

It is also important to commend Felix and Arturo at the Sunrise cabana area... these guys each year go the extra mile and should be rewarded for their hard work and dedication and at the same time, always with a smile...

To the many hard working maids, you gals/guys rock keeping the rooms clean and the bedsheets changed daily!

It is important to note that anyone that has gone that extra mile for assisting you on your vacation, mention their names as this gives them a checkmark or even a day pass for them and their loved one a day pass at one of the resorts...

Palace Resorts, see you again in January, gracious and hastas luego!!!!

Brian A.

Room tip: Sunrise area has great views of the gardens and the ocean.
Date of stay: September 2017
  • Trip type: Travelled with friends
    • Location
    • Rooms
    • Service
5  Thank whatajoy
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
GM_MoonPalaceCancun, General Manager at Moon Palace Cancun, responded to this reviewResponded 20 October 2017

Dear whatajoy,

First and foremost, thank you so much for choosing us and for being with us during all these years. We sincerely appreciate your preference and support, our appreciated members are what enables to keep improving everyday and keep growing to offer you more options during your vacation. Thank you for remaining with us.

You are already part of the Palace family and we could not be happier about it, please rest assured your satisfaction will always be priority number one at Palace Resorts.

We hope to be honored with your visit once again soon, it is always a pleasure to welcome you back home.

All the best,

Jose Luis Gonzalez,
Social Media Concierge Manager
Moon Palace Cancun

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Reviewed 18 October 2017 via mobile

Just came back from our trip to Moon Palace Sunrise yesterday and I have nothing but the best words to describe our stay. We stayed for 5 nights and the days we spent there were exceptional. All employees are very cordial and professional. Most employees greet you with a smile on their face.

We personally met Jose Luis during our check in time and he made sure our first stay in Moon Palace is outstanding, he also made arrangements to decorate our room for my son’s birthday. Karla from Front Desk was extremely pleasant and helpful. Thank you Karla and Jose, we loved our stay at the Ambassador Suite! The views are amazing! The room is huge with walk in closet, living room and dining area. The balconies have the best ocean and fountain views. The housekeeping employees are fantastic! Minibars are restocked everyday and our room is always clean and tidy.

We also went to Beach Palace for one day and we enjoyed the beach. Beautiful experience! We took a taxi from Sunrise for $27 one way.

The food and drinks were great! We personally loved the Bistro, Gondola, Bugambilia, Brazilian Steakhouse and Momo’s.

The Grand is huge! The waterpark is not completely operational but there are so much things to do there. We loved the lazy river and the kid’s play area.

I would like to thank the following staff who also went above and beyond:
-Bellboy Jesus who welcomed us
-Lorena Castorena from Public Relations and Bellboy Eladio Romero from Sunrise who decorated our room for my son’s birthday
-Valentin from Nizuc Brazilian Steakhouse
-Abril from Sunrise Pool Area
-Gerardo from Momo’s
-Estefania and Jesus from Gondola

We loved our stay and we cant wait to be back!

Date of stay: October 2017
Trip type: Travelled with family
3  Thank 814kdt
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
GM_MoonPalaceCancun, General Manager at Moon Palace Cancun, responded to this reviewResponded 20 October 2017

Dear Kd T,

First and foremost, thank you so much for choosing Moon Palace Sunrise.

We appreciate your feedback. We use our guest's comments to identify opportunity areas and improve in every possible aspect of our service. We will continue to grow with your preference and support, our goal is to surpass all of our guest's expectations during each visit and I am pleased to know it was accomplished this time.

We look forward to giving you the warmest welcome once again, hopefully very soon.

Best regards,

Christian Rangel
General Manager
Moon Palace Sunrise

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Reviewed 18 October 2017

7 of us travelled - including a 14-month old baby (my Grandson Marcus). It was All Inclusive.

The staff at the Grand are amazing. Exceptional service and always willing to help in any way.

In terms of overall quality - you can't get any better.
The Bed: Very Large, very Luxurious and very comfortable.
Getting around in Golf Buggy's is just fab. 33C and a cooling breeze when you are flying around the resort.
The food was delicious in every restaurant. A special mention for the Grand Buffet: The breakfast here is just brilliant. Dinner is also very good with a wide selection of almost everything. Caters well for Children.

Whilst the Water Park was not completed (still being worked on), parts were open for use and were being enjoyed by everyone. Waitresses tentatively looked after your pool drinks. The Banana Monkey was a great speciality with 2 shots of Rum!

Pools, Pools and more Pools. Bars at everyone one of these.

The Children's Play Room: This is unbelievable. From Soft-Play to Dodgem Cars: This facility has something for all ages. The Baby play area is awesome - and is cleaned regularly by staff. Cleanliness across the campus was superb!

The standard of Accommodation is extremely high. Double Jacuzzi Bath with your own Bar - just amazing - and restocked twice a day.

High quality Hairdryers and Straighteners for the ladies: This was particularly handy.

Room Service 24/7. These guys take service seriously and the staff are always smiling and wanting to do more.

50-inch LCD running YouTube, Internet, etc. You are grooving.....

I can go on for hours about this Hotel.

MUST HAVES:
Strong Mosquito repellent - this is a must as these little mites can give you a large red itchy lump on your skin. We had several.
One Dollar Bills - Always tip your servers by 1-2 Dollars as they deserve it. I think I spent about 80 Dollars (60 GBP) in tips - but it was well worth it.

From start to finish, a fantastic Holiday and our extended thanks to all the staff at the Grand at Moon Palace.

Room tip: All good. We prefer high.
Date of stay: October 2017
  • Trip type: Travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
4  Thank Mike P
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
GM_TheGrandAtMP, Gerente at Moon Palace Cancun, responded to this reviewResponded 19 October 2017

Dear Mike P,

I am pleased to read that you enjoyed very much your holidays at the Grand at Moon Palace, this a s a result of the service and Resort facilities that did exceed your expectations.

Thank you so much for your visit. We definitely strive to be the very best to our guests and it is rewarding to know we succeeded in providing and unforgettable experience. You may be confident that I will be congratulating all the team for the incredible effort the provide every day.

We will be honored to welcome you back to The Grand at Moon Palace. Please do not hesitate in contacting me for any further inquiries and assistance.

Cordially,

César Fallardi,
Operations Director
The Grand at Moon Palace Cancún

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Reviewed 18 October 2017 via mobile

This was our 4th visit to the Nizuc section of the Moon Palace and I can honestly say we had a great time. The staff were outstanding as they always have been. So many to name but I’ll give it a go. Angelica has taken over our area as Manager and she couldn’t have been more helpful. Lovely lady!! An absolute highlight of our holiday as usual was being served every day by Macadonia and Juan. They are like family now, so professional and couldn’t do more for us. Good to see Guadalupe has been promoted and now has her own section. She thoroughly deserves it. Lovely person. Can’t finish without mentioning the pool bar team...Hermolindo our numero uno as usual closely followed by Paulo, Elizabeth, Carlos and Jesus. Sincere apologies if I’ve missed anyone!!

PS
Just read a poor review about the public relations desk. We can only speak as we find and realise everyone has opinions, however my wife had forgotten to bring some important prescription medication with her. I enquired if they could help at 09:00 and by 10:00 they had a bag for me with the correct medicine. Only cost about 25 US dollars which was a fraction of what it would have cost me to go to Cancun. I forgot to get the lovely lady’s name on the desk who helped me but I did ask Angelica to thank her again for me later. Also, the bell hops in our experience have alway been super helpful as well so please make up your own mind about that earlier review.

Already booked again for next year. 8 of us in our party this year but quite a few more joining the fun next year.

See you all again on 30th September.

Cheers

Tony from Newcastle UK

Date of stay: October 2017
Trip type: Travelled with friends
6  Thank NewcastleTony
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
GM_MoonPalaceCancun, General Manager at Moon Palace Cancun, responded to this reviewResponded 20 October 2017

Dear NewcastleTony,

I am proud to know about the recognition you give to many of our staff members. There is no doubt about the quality in the service they provide, they definitely deserve the recognition, we will make sure to share your comments them.

Thank you for choosing us and sharing your kind comments, your feedback keeps us motivated to improve everyday and always look forward to provide our patrons with the best vacation experience.

We would be grateful if you decide to visit us again during your next trip to Cancun, Moon Palace Cancun will be waiting for you.

Best wishes,

Jorge Castro
General Manager
Moon Palace Nizuc

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