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“Luna Palace Hotel Mazatlan” 5 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 #17 of 76 Hotels in Mazatlan
ChulaVista , Ca
1 review
2 helpful votes 2 helpful votes
“Luna Palace Hotel Mazatlan”
5 of 5 stars Reviewed June 18, 2012

Every room has ocean view, big and comfortable. beds were so comfortable. That was our first time to Mazatlan and we had a blast. We deliberately did not choice "All Inclusive Hotel" to be able to enjoy local culture and cusine. Overall hotel is good, not a five star but solid. Swimming pool is great, especially for kids. The beach is good and swimmable, you can walk or run far. But, there was almost no activities or events in the hotel. So, if you are there just to relax, it´s great.

  • Stayed March 2012, traveled with family
    • 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 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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321 reviews from our community

Traveler rating
    160
    65
    37
    18
    41
See reviews for
128
88
7
5
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
San Diego, California
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed June 15, 2012

Every room looks out onto the ocean with a panoramic view looking over the Edge of the world! Fabulous. The location of this hotel is perfect, a few minutes from the Malecon and the local bus stop (totally safe) is right at the door. Every room has a panoramic view of the ocean (balconey too) which is fabulous. The food in the restauant is very good. The waiters treat each guest as if they are the only person there, remember their names, and make you feel they want you to be happy in the hotel. The cleaning staff is outstanding and honest. Left money accidentally in the room on the table. Not one cent taken. Hotel staff helpful.

  • Stayed April 2012, 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
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bismarck, North Dakota
1 review
2 helpful votes 2 helpful votes
1 of 5 stars Reviewed June 9, 2012

If you are looking for a place to get some sleep and/or relax this is not the place for you. They host weddings and other events on the weekend and they are so loud your suite will vibrate, and it's important to note that it is still that loud through the cement walls. If you have children they most likely will be up all night. If you call to complain like we did several times during the night they will tell you that they paid to have the event there and basically that their money is worth more than yours and that there is nothing they can do to help accommodate you. Basically your money is worth nothing to them, they don't care how much money you put into your stay or if you paid for a time share with them. I personally would never stay at the Luna Palace again and recommend that you don't either, unless you don't mind sleeping during the day time or not at all. Your money and business doesn't mean anything to them unless you are hosting an event by the pool.

Room Tip: If you want a good room try a different resort/hotel.
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  • Stayed June 2012, traveled as a couple
    • 1 of 5 stars Value
    • 3 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
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Eduardo J, Manager at Luna Palace Hotel, responded to this review, June 10, 2012
Dear Carrie M:
First of all thank you very much for taking the time to share your comments with us. I was reading your review with great interest about your last stay at Luna Palace, and in the name of all our staff and myself please receive our sincere apologies for all the inconveniences that you experienced during your stay with us, definitely we had a meeting to change our banquet operation and avoid this situations in the future, thanks again for your comments, since this is the only way we can keep working to improve our operation.
I would like again to give you and your family our sincere apologies and we ope that you give us another opportunity to have the honor to serve you in the near future.

Looking forward to see you soon

Eduardo Jimenez
Rooms manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chulavista, Ca.
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed April 18, 2012

Loved staying at the Luna Palace. We upgraded to a suite and found it spacious and clean. Pool area was clean... we had a very relaxing and enjoyable holiday. Would stay there again.

  • Stayed March 2012, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 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.
Torreon, Mexico
Reviewer
5 reviews 5 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed April 15, 2012

Amazing hotel. Comfortable hotels. Beautiful rooms. Beautiful beach. Good security. Amazing bed (King Size). Hotel pool is a lot of fun with 3 water slides.

Here are two facts you should know. We didn't find these problematic though.

- Hotel does not have a gym. They send you to their partner hotel Oceano Palace. (My BF loved their gym though)
- Room Kitchens have NO PANS, NO POTS, NOTHING TO COOK WITH! There is a coffee pot, but NO INSTANT COFFEE to make!

Room Tip: Ask for a room ending in 001 or 002 (beach front)
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  • Stayed April 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 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Calgary, Alberta
Senior Contributor
28 reviews 28 reviews
12 hotel reviews
Reviews in 12 cities Reviews in 12 cities
24 helpful votes 24 helpful votes
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
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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.
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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 ( Wi-Fi ) Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#10 Romantic Hotel in Mazatlan
#13 On the Beach Hotel in Mazatlan
#17 Top resorts 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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