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“Mexico at its BEST...a divine Christmas gift!”
Review of Moon Palace Cancun

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Moon Palace Cancun
Ranked #24 of 176 Hotels in Cancun
GreenLeadersPlatinum level
Reviewed May 20, 2012

Moon Palace is our FAVORITE vacation destination. Last year we spent Christmas and New Years at the resort and I can't think of a better way to spend the holidays. Imagine leaving the stress of the season behind and spending it in the most beautiful resort with the most wonderful staff of any resort we have visited in any country. The resort is great all year but it is extra special over Christmas,the decorations are spectacular. Ruben did an great job on the Christmas and New Years dinner shows. The dancers and costumes were beautiful and some of the wait staff even did a dance number. My two teen boys love going to the partys with us, they always find friends and we never worry about them at the resort.

If you are looking for a great vacation any time of the year this is it. Great restaurants, beautiful & well kept rooms, manicured grounds,clean beautiful pools, world class spa ,golf, activities for everyone in the family including a kids club and trips to historic locations, shopping or wet and wild where you can swim with dolphins. The only thing missing when we visit the palace is that extra week we wish we were staying!

Some of the staff we love.....
I love the Caribeno restaurant for breakfast where Gloria would make me the most delicious smoothies. Mario ,Gloria, Adriana, Ricardo and Carlos would take care of my family for breakfast. When we eat at Nizuc I always look for Macedonio Sulub. At the nizuc salon Estella, Deloris and Marabel do great manicures and pedicures as well as massage. At the spa Alexis Gonzales gives a great massage, I recomend the 80 miniute aromatherapy. If you stay in the Grande Moon section you may meet Gil, Isaac, Javier, Victor or Roberto. They will help you find your room, deliver your bags and may drive you to one of the other lobbies for dinner. Our favorite concierge is Miguel Rodriguez Lara, always smiling and making you feel at home. At our favorite pool waitresses are Claudia Vergarce and Juanita Moreno....our drinks never were empty! The palace would not be the same without Roberto Trejo and our friend Sebastion, they are the life of the pool! The one lady who made our stay extra special was Margarit Dzul, she cleaned our room every day, helped me understand some spanish and became my new friend. This place is truely a home away from home.

Room Tip: All rooms are great but sunrise has a great kids pool. Nizuc is in the middle of resort, and golf vi...
  • Stayed: December 2011, traveled with family
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5  Thank Trina H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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15,050 - 15,056 of 22,210 reviews

Reviewed May 20, 2012

We just return from beautiful Cancun, and we missed so much. Our resort Moon Palace, the best of the best. Great, great customer service. Room always clean and impeccable. We were really surprised when the first night we found our beds ready just to jump in, temperature in the room was adjusted, slippers ready for us, same with our ropes. this was done by great housekeeper service.! just too spoiled. Amazing. Food was excellent, so many choices and any special request was always fullfilled with smiles from the staff. Many many thanks to Pedro, Daniel, Rodrigo and all the waiters at all the restaurants. Thanks to Gloria, the VIP waitress that saw me by myself and came to my rescue to check if I was in need of anything, even thought I was not a VIP guess. Great job Gloria, you make me feel so so important, and you are a proof that all guess at the Moon are treated with such special care. My son and his fiance are really thinking of having their wedding here, and I am their big supporter, MOON is the place!!! My only disappointment was at the SPA, I have reserved 85 minutes for an aromathic massage, the driver that was taking us from the hotel to the Spa, had to help an elderly lady to the hotel lobby plus she was having hard time using the stairs and the driver was so kind to help her (great job) me and the other passenger did not mind this at all, but we got little late for our appointment, well my therapist (Patricia) took 15 minutes from my time even I 'd explained to her what had happened ( she did not care) :(( I"d still tip her. My son was upset and want to complaint but I told him no. Anyway will return to this resort again again and again. Thank you everybody, for making our vacation a really really special one. See you guys soon:))

  • Stayed: May 2012, traveled with family
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2  Thank Ted A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 20, 2012

After visiting the moon palace 7 years ago for a friends wedding i new the moment my partner proposed that i wanted to go abroad and that the Moon palace could be the choice for us.

I can say 100% no regrets for the choice

We booked 14 nights in April 2012 as the weather reports seemed to be a good time of the year to go(not to hot).

Prior to going i was told the wedding planner would be in touch to organise all the details for our wedding,this unfortunataly was abit of a problem as the team are based in Miami and after afew promised calls which didnt happen i did get a little frustrated,but Thomas cook were very good and contacted our organiser Kalena directly and she very quickly messaged me.
She sent through images and details of extras that we could pay for,for our big day.But it seemed very hard to make the choices when we were not in resort i.e the reception,we felt it was impossable to choose the resturant when we hadnt seen them or the location for the wedding when again we hadnt seen all the options.
So eventually i made the decision to hold off making any plans untill we arrived,and thank goodness i did!!

On my last visit to the palace resort i stayed in the Sunrise section which is fab but this time a week before we went i emailed Kalena and asked if we could stay in the Moon Grand (the new section) and also requested our other wedding guest all stay in this side to make things easier for the wedding day.
Kalena organised this for us all and it really helped having us all so close,but have to point out that April is such a quiet time of the year to visit that the hotel is very empty and so we could all be easily moved...im sure at other times of the year when they are busy it may not be so easy but that is understandable.

When we arrived it was fantastic some of our wedding party was already there and greeted us and it was lovely!!the reception staff got us drinks on arrival and showed us to our amazing room! wow it was really beautiful and so large,alot bigger than the rooms in Nizuc and Sunrise section,but the Grand side is abit of a walk from the main entertainment so for those that dont like peace and quiet or walking it may not be for you,but for us it was fantastic.

The room we had unfortunatly had an adjoining door,which was okay for afew days but one night the family next door came in and was very noisey, but on request to reception to be moved the next day we were given a new room and no connecting door.Any problems we had were sorted out so quickly the Moon palace staff just cannot do enough for you and the service is the best.
example..our tv broke in our room and within 20 minutes the service man appeared with a new tv and it was all fixed.

The wedding side of things were great,we went to the wedding planning office the 2nd day to see what we had todo and was told to go back an hour later,at that time we had a meeting with Kalena who asked us what we wanted for the wedding,showed us the extras to choose from...flowers,horse and carriage,cakes,reception location,wedding venue it goes on but you really can have what you want.
We had the wedding in the Tucan gazebo its not on the beach but a stones throw away and its truely stunning!!beautiful white building and a lovely long path to walk upto and the gardens are immaculate.the reception was recommended in the golf and spa resturant...wow!!it was the icing on the cake a really beautiful reception location with a private terrace and pool right next to the resturant,its advertised as an italian but they do abit of everything but it really was nicer food and that bit more special than what you get in resort...which is also fab but just felt more personal,the staff could not do enough for us,they dressed the table beautifully as i had taken favours and candles and they did such a good job.and our cake was also there and the flowers that we had during the ceremony which was a lovely touch again carried the hole day through to the evening.
The ceremony was perfect,i was picked up in the horse and carriage and taken to the Gazebo,they played the music we had chosen prior to leaving the uk and had put on a disc and the gazebo looked perfect.
I didnt spend much on flowers as i felt it would be a waste so just ordered a small table decoration and it really was all i could have wanted and i put my boquet on the other end of the ceremony table which also dressed it while we signed the register and during our vows as i didnt need to hold it.
The ceremony is about 20 minutes and all very relaxed,it was a very personal moment in the gazebo a little bit more private to the beach weddings,i will say one thing tho i had a short veil and it was blowing all over the place so be warned and wear a long veil as the resort is quite windy alot of the time.

We had a photopackage that kodak do at the resort and did upgrade for a slightly larger fee but so glad we did,we got 60 pictures and they are so lovely,also recommend getting coloured and black and white pictures the black and white ones are so timeless.We wanted to buy the extra wedding pictures on a disc but felt it was really quite pricey,but our family took lots of pictures so cant complain we have lots of memories

I have read alot of people moaning about the seaweed on their wedding pictures,but seriously its a beach what do you expect!the guys at the resort work endlessly to remove the seaweed and keep the beaches tidy so i think people are being very picky.

Our hole wedding day was just amazing and so relaxing and the team worked hard to make it look and go se well,Kalena is so helpful .

You have to give blood samples prior to the wedding,this was done by a nurse who came to Kalenas office and it was all done very well,quickly and painlessly...we never heard anything so we guessed all was well :-)

Our time before and after the wedding was great and all the family had a brilliant time!note to those going with children may want to stay in Nizuc or Sunrise as the walking is alot for kiddies,but they do offer golf buggy rides around the resort to get you from A to B which is good but for us we loved the walking as we ate so much,and also walking along the or around the gardens is a lovely way to pass the time.

The waiter Louis at the bar Los Tacos is amazing he looked after us so well,and Johnathan in the Sushi bar was fab too...they made our stay memorable and we are planning on going back in 5 years for our anniversary.

We would recommend the resort any day,but do take lots of moscito spray or bands the Grand section does have alot as it is serounded by tree's and water.
Also i went before in June/July very busy had to que to get in restaurants,April was very quiet really nice not having to get sunlounges at 6am

Room Tip: ask for a room with no connecting door
  • Stayed: April 2012, traveled with family
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Thank haileyfox
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 20, 2012

We came to the Moon Palce Golf and Spa resort on a family holiday. It is our 7th holiday abroad as a family and it is by far the best. Upon arrival we were greeted with flowers, cold flannels and for the adults a drink of orange juice and champagne and for the kids it was bottled water.. From the moment we saw our resort we knew it was going to be a good holiday. The people were so friendly and were always there to help, no matter what your need. Every morning we were greeted with a smile from the people that worked in the Caribeno resturaunt (Moon Grand) especiallly the smile of Mario. The room was out of this world, it had everything anyone would ever need on a holiday, even slippers and a dressing gown - we were in absolute amazement. Felix, Fabian, Nelson, Sebastian, Becca, Tatiana, Carlos and the rest of the sports and entertainment team were fabulous, the actvities around the pool were never ending and these guys were always on the go, they never stopped entertaining. Night time entertainment was very good, there was a variety of night time evening shows and the only 1 we were dissappointed with was the hypnosis. Drink service during the daytime,around the pool and at night time was superb - there was nothing to fault. Drinks were always there and your glass was never empty. All drinks were big brands like coca cola, sprite, fanta, bacardi, jack daniels etc. In any resturaunt you go to the staff took your plate to your table once you had got your food and once they know what you have regualarly they even go and get it for you. The variety of food was for everybody's taste, even the fussiest of eaters - 2 of our family members are very fussy eaters and there was always food that they liked. The bus service from lobby to lobby was fantastic - even though we had to run for it a few times....and the bus driver spotted us and stopped immediately - we wouldn't get that in our country. If the bus had just left or wasn't running for any reason then the bellboys would offer us a golf buggy and drive us to another lobby - it was a very nice experiece and we would do it again. Plenty of sunbeds available in every hotel in the resort - there is no need to get up early to reseve a sunbed. There is even sunbeds in the swimming pool - its very relaxing having the water flow underneath you, hitting the legs of your sunbed. The maid service for the rooms was absolutely amazing. They came in, in the morning and cleaned the whole of your room, made the beds fully and then at night they would come in (if you wanted them to) and turn your beds down and they would leave a small chocolate on each bed - it was a nice little touch. If you spill anything in your room or break anything then all you have to do is call down to reception and they will send a maid up instantly - as we found out when a family member broke 2 wine glasses. If you fly with Thomas Cook they will offer you mosquito bands to buy - don't bother buying them as they DO NOT stop mosquitos biting you, just buy insect repellant, it works a treat. We went on a few excursions - the dolphin trip, xel ha and the pirate ship. We as a family would recommend going on the dolphin trip, it is a once in a life time experience but you cannot take any photos of your own, they do them all and want you to buy them at the end. They will then offer you a dvd to buy but it is not worth it - half of your experience is cut out of the dvd and there is no point for what money you have to pay for the dvd. We would also recommend the pirate ship excursion - it was a really nice night out. It is not to far away from the resort, the food was absolutely amazing - it is a steak or lobster dinner with various other side foods. The actors were very good and it was exremely funny. We wouldn't recommend xel ha if you are not up for an active day. The lazy river isn't lazy, you have to paddle your way out of bushes and trees and then you have to paddle to make your way down the river as you are meant to go one way and the current is taking you the opposite way. It says you have to take bio suncream but dont make the effort to buy any because any sun cream - even if it is a bio suncream they say it isnt and you have to buy their sun cream. This excursion is good if you are active and like ziplines, high ropes, snorkelling or jumping off of walls into the water below you. You will see signs all around the resort, mainly where the swamps are. These signs say about the crocodiles in the water, you may not see one on your stay but when we were there we saw a crocodile in the water, so they are in there - there is absolutely nothing to worry about though. When you leave and say goodbye to the staff they say "please come back soon and see us" and when they say this, you can see they genuinly mean it and want you to return to see them. They don't have to worry about this as we will be returning in a couple of years to have another amazing holiday with amazing people. If you come here you will definately NOT be disappointed - it is out of this world !!

Room Tip: Rooms in the Moon Grand section are the quietist as Nizuc and Sunrise have the entertainment.
  • Stayed: May 2012, traveled on business
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6  Thank Michaela C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 20, 2012

Me and my boyfriend just got back from our holiday at moon palace. We stayed at moon palace grand. We read all the reviews before we went and seen many of the photos, the hotel itself exceeded our expecations. We have stayed in many 5 star hotels in the past but this felt more like a 6 star!! The service in particular was outstanding. We were always treated very well and the staff couldnt have done more. There is great choice of food with 12 restaurents around the resort, we enjoyed every meal!!! There is a variation of a la carte and buffett style restaurents. Every morning we had our breakfast in the caribbean, we always had the same waiter called Mario Gomez, he was the most helpfull waiter weve ever had!! he couldnt have more to help! he even pulled the chair our evertime we sat :). The building we stayed in was called the grand moon palace, this is the newer part of the hotel. our room was big and modern and even included a jacuzzi :) the room had its own mini bar where drinks we all included. The rooms were cleaned everyday!! if ever there was a small problem the reception would send someone immeadiatley to help. Its true that sea has plenty of seaweed and some is washed up on the beach, however the beach is still beautiful with the white sand, even the hotel are making the effort to clean the seaweed everyday!! another good thing about the hotel is that you can use your all inclusive at their other palace resorts in Cancun. We took a free shuttle bus to beach palace in Cancun for the day, it takes 20 mins. The beach there is perfect!! and as i say you can still enjoy your all inclusive. The only one thing i can complain about is the evening entertainment, they had a few good shows somedays but the shows didnt seem to last till late and most bars were closing at 11. Although i think the hotel are trying to improve this as they are opening a nightclub sometime soon as the are currently building it. The resort is really big and theres plenty to do, like mini golf, tennis, biking, table tennis etc.( Also the spa is great). To save you from walking if you want to be extra lazy you can jump in a golf car which will take you around the resort.
This was a great holiday, great experience, service, food, i would definatley recommend this resort and also cancun itself. We will definatley come back as we were gutted we only stayed for a week!!

we really cant understand people that complain about this hotel, nothing to complain about, The only palace that could exceed this place is buckingham palace!!!

PAULINA + TOM

  • Stayed: May 2012, traveled as a couple
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4  Thank Paulina N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 20, 2012

We traveled in february 2012 and we received an excellent service. Especially, we thank Josafat Vasquez, barman;Yolanda Galaz, cook and the waiter Veronica Mendoza. Thank you very much for being such useful and grateful employees. You are one of the main reason why we spent such an incredible vacation.

Christian and Yolaine, Québec (Canada)

Room Tip: Ask the front desk for an ocean's view room ! Less noisy at the grand palace than the other t...
  • Stayed: February 2012, traveled as a couple
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Thank Yolaine M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 20, 2012

Facilities, amenities, entertainment, staff, food are all first rate. The usual pitch for time shares offering resort credits as bait, they say its only 90 minutes but others say more like 3 to 4 hours.

Room Tip: The Grand are nicer rooms and a quieter pool, but the view is jungle and hotel under construction. N...
  • Stayed: May 2012, traveled as a couple
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Thank georgec92
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

Address: Carretera Cancun-Chetumal Km. 36.5, Cancun 77500, Mexico (Formerly The Grand at Moon Palace)
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center 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
#20 Spa Hotel in Cancun
#22 Top resorts Hotel in Cancun
#23 Luxury Hotel in Cancun
#24 On the Beach Hotel in Cancun
Price Range: $319 - $814 (Based on Average Rates for a Standard Room)
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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