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“We had a great stay at the Luna Palace but it was not without issues” 4 of 5 stars
Review of Luna Palace Hotel

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Luna Palace Hotel
3.0 of 5 Resort (All-Inclusive)   |   Av. Camaron Sabalo s/n, Mazatlan 82100, Mexico   |  
Hotel amenities
Ranked #18 of 76 hotels in Mazatlan
Calgary, Alberta
Senior Contributor
28 reviews 28 reviews
12 hotel reviews
Reviews in 12 cities Reviews in 12 cities
23 helpful votes 23 helpful votes
“We had a great stay at the Luna Palace but it was not without issues”
4 of 5 stars Reviewed April 14, 2012

"THE GREAT STAY"

We stayed at the Luna Palace from March 10th - 24th 2012 and overall had a very good stay. The LP tends to cater more to the older crowd and family units. It was very quiet most of the time, the exception being the weekend evenings when the LP hosted several weddings but even these events did not go on til the wee hours with the exception of one.
We stayed here once before and found that they had made quite a few improvements to the LP. Remodeled bedrooms and bathrooms, new mattresses, and televisions made our stay here quite comfortable. We had a 1 bedroom suite that overlooked the ocean. It had 2 full bathrooms with walkin showers, a nice kitchenette, dining area and a living area that could be used as a sleeping area if needed.
The staff at the LP were great. From check in to check out they did thier best to please the guests. Our maid Martha C. was outstanding. She was always pleasent and did a great job of cleaning our suite. The bell man Jesus was always there to help with baggage or packages and would even run out to the street to hail us a cab or pulmonia if we needed one. Hector and Jorge who worked in the restaurant always took very good care of us.
The area around the pool was always clean well taken care of with plenty of lounge chairs and tables but they could use a few more umbrellas. There were only 3 or 4 for the whole pool area and that definitely was not enough. The pool was great and nicely heated but not too warm. The beach area along the hotel property was always kept very neat. The maintenance staff woul rake the sand each morning and pick up any rubbish left over from the previous day. They had several trash bins set up along the beach area and they cleaned them out each morning.

"THE ISSUES"

The management at the LP could take a few lessons in customer service from thier staff. They never seemed to be available when there was an issue or incident to be addressed.
The 1 elevator the LP has broke down and was out of service for 3 days. No manager was ever available to explain why the repair was taking so long. They left it to the staff the face the ire of the guests who were getting a little pissed after the second day of having to climb several flights of stairs to get to thier rooms. There was never any apology or offer of compensation for the inconvenience that this caused. Some of these guests were elderly and had rooms on the higher floors. Kudos to the hotel staff who did thier best to help these older folk up the stairs.
The price for a drink at the bar was rediculous. $4.00 CDN or US for a beer or a cocktail was a bit steep. $12.00 for a bucket of 6 Pacifico was better but still a bit pricey compared to other places. Most places were charging a lot less and I'll bet got a lot of the LP's business. I also discovered that the Canadians and Americans were being charged more for thier drinks than the Mexicans. I found this out by accident when I was having a beer with a local couple. It was they who challanged the bar tender when he charged me twice as much as he charged them for the same amount of drinks. It seems that the manager instructed him to charge us more because " the Gringos can afford it". Not a very good business practice if you ask me. When we asked to speak to the restaurant manager about this he was conveniently no where to be found. I know the economy is bad down there but don't take it out on you paying customers.

It's really a shame that incidents like this marred what otherwise was a very pleasent stay. The Luna Palace is a great little place to stay. Don't ruin it by stiffing your guests.

Room Tip: Ask for a room on the beach side.
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  • Stayed March 2012, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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321 people have reviewed this hotel

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (34)
Date | Rating
  • English first
  • Portuguese first
  • Spanish first
  • Any
English first
Contributor
12 reviews 12 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed April 6, 2012 via mobile

My husband and I were in Mazatlan March19,2012 through April 2nd. We had an amazing time. The hotel was very clean and looked after. The staff very friendly and helpful. The only concern we had was that if we wanted to drink at the pool we had to purchase drinks at the pool bar which were very expensive in comparison to other bars in the area..they did not have happy hour..on the upside there are many restaurants and bars within walking distance where we had a great time and awesome food

Stayed March 2012
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cherokee, Iowa
Reviewer
5 reviews 5 reviews
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed March 29, 2012

Another year in Mazatlan. This year we stayed at the Luna Palace for 12 days. Luna is located in north end of Golden Zone area, on the beach. with many fine restaurants, plenty of shopping for a little of everything you might need and all of the amenities of the larger resorts. Our room was awwww dropping gorgeous..newly updated with kitchenette including all the must haves for use and the most comfortable KING SIZE bed we've ever slept on in Mexico. We had full view of the ocean from our room and balcony and below the semi-heated pool. The staff was always ready to assist in any way they could. All were very nice every day of our stay, some went above and beyond making us so very welcome. i prefer a smaller resort for so many reasons and the Luna did not disappoint.

Room Tip: We like to stay in rooms on higher floors for views and such....Fish Market, 3 Amigos, Fat Fish and...
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  • Stayed February 2012, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mazatlan, Mexico
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed March 23, 2012

We really didn't enjoy our time at the Luna and left for elsewhere in Mazatlan at our first opportunity.

The front desk staff aren't particularly friendly or helpful. It literally took an hour and a half for us to acquire a room service menu which involved about 5 phone calls and 2 trips down to reception (where we were told they wouldn't give us one as there was already some one on the way to the room with one). It felt like they were playing games with us, it was really that ridiculous.

The maid would pester us if we hung the do not disturb sign (because they make good money from the tips when they clean your room). One day even calling out to my girlfriend through the door and then trying to let herself in!

A wedding by the pool on the friday night was the worst though. We were on the 7th floor, not facing the pool yet the music was ridiculously loud until 3 30am. By no means are we whiney retirees mind you, we're both under 30 and enjoy partying as much as anyone. I'd like to be able to sleep in the room I've paid good money for though!

The waiters/bar staff were nice!

If by some misfortune you end up here, take solace that there's a great breakfast spot across the road, amazing orange juice.

  • Stayed March 2012, traveled as a couple
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Elko, Mn.
Contributor
13 reviews 13 reviews
Reviews in 3 cities Reviews in 3 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed March 15, 2012

Trip a was great! A little windy, cold for this time of year.
Too bad the bad press has hurt the bussiness's down there!!! I have never seen so many Police and Federally's in and around town!
you are safe, we were there for 12 days and no problem! the food was great and the service was wonderful and we took the bus everywhere we went....I also had a crown put on at the Mexican Dental Vacation Dental! very reasonable! Not much in vendors, just the same ones over and over and they give up. We met up with friends and enjoyed our time!!! This is our 12th trip and love it there~

Room Tip: get your room above 5th floor
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  • Stayed November 2011, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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andover, mn
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed February 28, 2012

Stayed here with a friend the 2nd week of February. Quick check in, we had so much help right away, getting our bags to the room, setting up the safety deposit staff, getting extra blankets etc. Staff extremely helpful. Room was awesome! 2nd floor, with balcony overlooking the pool and ocean. Room came with kitchenette, electronic in-room safe,etc. The beds were the best I've ever had in mexico! Location is fine.. close to a lot, or a short pulmonia ride away.They had security at all times. Felt safe. All good, no problems.

  • Stayed February 2012, traveled with friends
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Idaho
2 reviews
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed February 19, 2012

We stayed for 9 days in early February. I was told if I was expecting the "Ritz" I would be disappointed. I was not expecting much. We had a package with U S Air and I was very nervous about the Hotel because it wasn't very expensive after you factored out the airfare. Was I pleasantly surprised. We had a corner room (1002) on the first floor, large patio, and a great ocean view. I had asked for a bottle of wine to be in the room when we arrived (33rd anniversary) and it was waiting for us. The maid had left beads on the bed that said welcome (I think) in Spanish and left a couple of towel animals for us. The pool was large and plenty of seating. With the exception of "George" service was lacking but it wasn't far to get to the bar.

Check in was quick. We had a studio and it had plenty of room for the both of us with a king sized bed that was softer than I have come to expect in Mexico. The refrigerator and coffee maker worked great. Martha, the housekeeper, did a great job of cleaning the room.

I don't think the hotel was very full. We ate at the restaurant twice and the food was good and reasonably priced and the service was good. There is no entertainment and it is a very quiet hotel, which is what we were looking for. There were places within walking distance for excitement.

I would rate this hotel better than average and for the price we paid an excellent place to stay.

  • Stayed February 2012, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Luna Palace Hotel

Address: Av. Camaron Sabalo s/n, Mazatlan 82100, Mexico
Location: Mexico > Pacific Coast > Sinaloa > Mazatlan
Amenities:
Bar / Lounge Beach Business Center with Internet Access Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Top resorts Hotel in Mazatlan
#12 Romantic Hotel in Mazatlan
#14 On the Beach Hotel in Mazatlan
Price Range (Based on Average Rates): $
Hotel Class:3 star — Luna Palace Hotel 3*
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Also Known As:
Luna Palace Resort All Inclusive
Luna Palace Mazatlan

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