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“Shocked to read good reviews of this place!”
Review of Moon Palace Cancun

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Moon Palace Cancun
Ranked #21 of 177 Hotels in Cancun
GreenLeadersPlatinum level
Reviewed November 26, 2012

We just returned from a week traveling with 25 people. This place nickel and dimes you, the credis were a joke. The Sunrise was under construction and should have been closed, oh but it wasn't and I'm sure they have a zillion law suits coming there way from the people who saw fall and slip. Food was average at best but making reservations at the 3 menu only spots was very difficult and the spa was even harder. Now, the Sunrise also closed down their gym and along with everything else they were just not accomidating. We still had a lovely time, made the best of it and enjoyed our time away from the cold.

  • Stayed: November 2012, traveled with family
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6  Thank Robynquinn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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15,657 - 15,663 of 23,887 reviews

Reviewed November 26, 2012

My l0th trip there and look forward to going back next year. Everyone is always very friendly and
only interested in making our vacation as pleasant as possible. At the pool, Pablo always makes
sure that our every need is met, extremely professional and fun to talk to. Had a slight glitch at
checkout with charges, but Rene from VIP helped us sort everything out; he too was extremely
helpful and pleasant to deal with. All of the staff deserves a round of applause because they
take great care of us in all areas. See you next year.

Room Tip: corner rooms with great view, second or third floor
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  • Stayed: November 2012, traveled with family
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Thank j_taylor0531
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 25, 2012

We just returned from spending a great week at the Moon Palace with our daughter and son-in-law and their 4 kids ranking in age from 5 - 15 - and everyone had a great time. Everyone loved the pools - and the girls had fun on the Flow Rider while the little guy loved the KidsClub, where he spent every evening, while the rest of the family had dinner without having to entertain a 5-year old . This worked well for everyone!
While we never could come to a concensus regarding a favorite restaurant - we enjoyed all of the ones we had a chance to try. The service was impeccable and very friendly - actually, friendliness pervades the entire resort! We all did like to go to La Gondola for breakfast, where our waiter Gabino soon learned our preferences, and would have my "green juice" and coffee "with cream" ready for me as soon as I sat down.
There was quite a bit of construction (mostly retiling) going on in the lobby area of Sunrise, but it really was not a bother - there was always a "pathway" through the construction area, and it was interesting to see how well the Mexican workers work.

Room Tip: If you have difficulty walking, you may want to get a room close to the lobby to avoid waiting for t...
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  • Stayed: November 2012, traveled with family
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1  Thank cschell44
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 25, 2012

First day back from the Cancun Challenge tournament held at Moon Palace and I am missing it already, starting with the fabulous morning breakfast buffet, followed by a lounge in the sun by the pool. We were in a room as far away from the lobby as you could get, but soon discovered that was a good thing. We needed the walks in between the trips for meals, games and the pool and beach. The resort itself is a constant work in progress (I've never seen so many people fixing, cleaning and serving in my life!) and is not elegant. But our room was clean, attractive, had a huge shower and double jacuzzi and was nicely appointed. The spa was worth the short trip by courtesy golf cart to use some of my resort credits. The evening outdoor shows were fun. And the people were incredibly friendly and accommodating. Would go back in a heartbeat.

Room Tip: The view from my hammock over the courtyard was nice. I think it's better to be facing in than o...
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  • Stayed: November 2012, traveled with friends
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1  Thank Roz H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 25, 2012

We stayed at the Moon Palace Grand and will definitely return. The staff was very friendly and helpful. Moving from one location to another was very efficient and the drivers were very pleasant. My one advice is that if you have credit points, set up what you want to do early as to be able to take full advantage of what the resort has to offer. I would also suggest adding mosquito spray along with your suncreen to your list of things to bring. This resort was close to the airport; greeted with cool towels, champagne, flowers for the ladies and a bottle of wine in the room. An all inclusive resort is by far the best way to go. Once you arrived there were no worries. My only complaint was that it was a little noisy at times.

Room Tip: Higher floors have less noise
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  • Stayed: November 2012, traveled with family
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2  Thank JAM345
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 25, 2012

First time doing an all inclusive...and was very apprehensive about the whole thing. Fortunately, all of my fears were unfounded as we had a blast and felt very safe throughout the whole trip. (Nov 3-10)

The room.....we ( w/ two kids ages 3 and 6) stayed on the Nizuc side, in a "lobby room" with two double beds. We had no view, actually it was of the roof while sitting and if you stood up on your balcony it was "ocean view"! This is basically what we paid for as we opted for the lowest level of rooms. Our thought process was why pay up for a room, if you are never in it....and that was definitely a smart call. Rooms were a nice size, clean and nicely appointed except for the fact that a huge jacuzzi tub was present in the middle of the room. It was definitely wasted space...and it would have been better if a couch and table were present. There is a mini fridge stocked with Dos XX, Coors Lt, Heinekens, juice boxes, bottles of water, soda....and there is also a pull out bar with large bottles of vodka, bacardi, tequila, etc. Fridges were restocked daily. Maid service was very good, although I had to call a couple of times for some extra towels--with quick response times (if there are 4 people in the room...you should get 4 bath towels, right?) The only small ISSUE with the lobby room was the noise at night....the entire lobby is marble/granite and sound just bounces around from all the people walking through and the lobby bar...into the 2nd floor rooms. We solved the issue by having the AC fan on all night. It was really not a huge deal...but one worth mentioning.

The Pool: HUGE pools with activities going on all day (most of which at the Nizuc pool). We walked to the Sunrise side (about a 12 min walk from NIzuc or a shuttle bus ride) for 5 of 7 days, as the Sunrise side has the kids area with little slides and spray area. The Sunrise side also had some construction, but nothing that really got in the way. I'd imagine if you were staying in certain sections of Sunrise, it could present an issue....however, it really was not a big deal to walk through or around. We did NOT hear the construction while at the Sunrise pool...and sat to the right of the kids area, towards the beach, daily. Never had any issues getting chairs/huts....even at 9 am. NOTE: the Nizuc pool was much more crowded but getting a chair was pretty easy too...you would just have to get down to pool earlier to get prime seats. The pools were always clean and employees were always skimming the pools and tending to the overall appearance of the resort. Speaking of employees, the staff is amazing...and a tip of a few dollars goes a long way! Gabriella and Maria were our outstanding waitresses at the pool and Gaspar was a great bartender!

I read some other reviews about the towel area running out of towels....I never had any issues getting towels...

BEACH: Small beach, and yes, there was some seaweed. Was it horrible--NO. Not by any stretch. However, if you want to go into the ocean/sea daily, this is NOT the resort for you. If you want to sit/play ball on the beach, there are plenty of chairs/huts....and of course waitress service.


FOOD: Breakfast rooms service is good....always arrived within the requested 30 window. Breakfast buffet has a lot of variety, but like anything else gets old after 7 days. For lunch we did buffet daily...it was fine. nothing special, but we were more interested in feeding the kids and getting everyone back to the pool. Dinner....i would suggest the mexican place...the italian place (golf course...make reservation); asian place (golf course...make reservation) was so good that we ate there twice. very good sushi and pan asian dishes. the brazilian place was OK but had a nice salad bar.
The food is not gourmet and remember this is NOT Aruba---where i am used to high end meals daily. Overall, it was pretty good.....and with all of the "free" drinks that were consumed during the week, we came out WAY ahead!

SHOWS: The shows at night are decent. Some better than others...kids really enjoyed them and getting on stage after competing in "freeze dance" competitions.

CREDITS: They are pretty much a joke...we had a $1500 credit, however, there are strings attached when you want to use them. ie...you can't use more than 300 on SPA...so that was enough to allow my wife and I 50 min massages...but we were on the hook for 11% tax. Really no big deal. We also used the credits to go to wet and wild....a lot of fun. 4 hours is plenty and that is what the hotel gives you...including pick up and drop off. GET TO THE BUS EARLY! this is not a joke. 30 min advance is enough.

OVERALL: I would definitely recommend this resort....but understand that you are not going to get 5 star meals. Lower your expectations a little, enjoy the included drinks (including bottles of water!) and the staff will ensure you have a great time.

  • Stayed: November 2012, traveled with family
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2  Thank David G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 25, 2012

We spent nine days in Cancun at Moon Palace and we visited several of the pool areas. However, the absolute best service we found was at the Olympic Pool at Moon Grande. The staff there was very friendly, extraordinarily accommodating, and focused on customer service. Specifically, Elena, Mercedes, Claudia, Vicente, and Alfredo were simply superb. I was there with my wife, her parents, and our 19-month old twins. The staff at the Olympic Pool area took great care of us and made us feel welcome everyday.

Room Tip: All of the rooms at Moon Palace are Jacuzzi Suites at a minimum. We stayed in the Presidential suite...
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  • Stayed: November 2012, traveled with family
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Thank DrARayE
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
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
#11 Family Hotel in Cancun
#19 Spa Hotel in Cancun
#20 Top resorts Hotel in Cancun
#21 Luxury Hotel in Cancun
#21 On the Beach Hotel in Cancun
Price Range: $423 - $974 (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, ten minutes from the airport, this luxury all-inclusive resort offers more than 2,000 accommodations, each with whirlpool tubs, 24-hour room service, top-shelf drinks, free WIFI, CHI-branded amenities and complimentary calls to Continental US, Canada, and landlines in Mexico, Over-the-top amenities are included for everyone, families and couples alike, such the state-of-the-art Playroom for kids, a lounge designed just for Teens; an endless variety of gourmet dining options and bars, a FlowRider® Double Wave Simulator, not to mention world-class entertainment and nightlife. With the added indulgence of an AWE SPA® for hard-core pampering, and a Jack Nicklaus Signature Golf Course for enthusiasts and novices alike, Moon Palace Cancun has it all. ... 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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