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Moon Palace Cancun
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Reviewed January 11, 2014

I went to moon palace last year on April 1st for 5 days with 4 other 20 year old males..
we enjoyed our time the whole week, there were a good mix of people that wanted to party at the one pool, then at the other two pools it was nice and quiet in case you feel like relaxing..
also, at night you can go hangout at the swing bar on certain nights and socialize with all kinds of people then on other nights you can go to 'noir' which is also a fun place..
we didn't go to any a la carte restaurants as we kind of just felt like eating whenever we felt we needed to instead of having reservations, all in all the food we got was pretty decent
drinks were fine for me i usually gave the bartender a pretty generous tip if i was going to be at that bar for a while, i suggest doing the same as you will get much better service

  • Stayed: April 2013, traveled with friends
    • Value
    • Location
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    • Service
1  Thank Cory W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 11, 2014

cons

- resort credit is a load of rubbish. can only use a small amount at spa there are only a few tours and you get charged tax on everything. there is also no way you could spend the whole amount.
- the resort is too big it took us 10 mins to walk to the restaurants and the pools, there arent lifts where there should be and the corridors leak.
- the noise is really bad in the rooms, everything echos in the corridors don't expect a peaceful sleep
- we all got food poisoning. mine ended in hospital.
- the room service food is really really bad.
- the restaurant food is really mixed - italian is bad, japanese ok, steak restaurant lovely, seafood we didnt try, buffet mixed but generally quite good.
- the check in is ridiculous, after a long flight and spending that much money we were made to stand in a queue for 30 mins with no apology or even a cold drink offered.
- resort is in the middle of nowhere and we all got cabin fever, 20 mins bus into hotel zone twice a day in afternoon
- beach is dirty and ugly -if you want a nice beach stay at hotel zone


pros

- food and drink available all day, readily available bottled water and good range of drinks.
- service was generally really good.
- pool area was lovely.
- everything was really clean
- onsite dr 24 hours
-really well set up for kids with a playroom, kids club etc

Room Tip: be careful when paying for ocean view and a small glimpse out side of balcony isnt really sea view to me
  • Stayed: January 2014, traveled with family
    • Value
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    • Service
2  Thank laurenoneill
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rosaura Y, Public Relations Manager at Moon Palace Cancun, responded to this reviewResponded January 14, 2014

Thank you for bringing this to our attention and we're very sorry to hear that me did not meet your expectations. We will take into consideration the areas that need improvement. Also, please be assured that health and well being of our guests are always a top priority, and as such we take comments such as yours very seriously. We would like to take this opportunity to inform you that we have strict food quality control measures in place that are tested on a daily basis. Furthermore, Health & Sanitation authorities make unannounced audits to confirm that these guidelines are met, we are proud to inform all our guests that we are in full compliance.
Respectfully,
ROSAURA YAÑEZ
PUBLIC RELATIONS MANAGER

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 11, 2014

This was our 8th trip to Mexico and first trip with our 8 month old Daughter. Our trip was from January 2nd - 9th. At no fault of the hotel the weather for our week was about as bad as it could get. In all we had 6 hrs of sunshine and a mix of clouds and rain the rest of the time. We still made the best of our vacation and had a great time.

Check in was easy as we took USA transfers from the airport and arrived on our own avoiding line ups at the front desk.

Our room was 7400 (Oceanview) in the Nizuc section. A 5-7 minute walk from the lobby area and ground level, the location of our room was convenient since we were pushing our 8 month old in a stroller. There are no elevators and we would have never thought of booking a ground floor room but thanks to the front desk staff they made it easy for us to access our room. Our room was large but the layout was funny since it wasn't square. We had a king bed and a jacuzzi.

One complaint about the room would be the noise coming from outside the door. It was really loud when people walked by it was almost like they were talking right in our room.

Food:
Our first meal at the Nizuc buffet was a little disappointing as it was so busy and so noisy. It must have been a freak thing since it wasn't a problem the rest of our week. We did miss the dining outside option that we have had at other resorts. When we ate at the buffet during the rest of the week for breakfast and lunch our servers Carlos & Marco remembered us every time we came in and made our daughter smile while they were serving us. The high chairs are excellent quality, safe and clean.

We also ate at the beach bar by the pool. The food here was unreal for a pool side buffet. NY Strip Steak (Alberta Quality), Chicken, Fish all available along with a daily specialty item. The sides were also good (rice, chips, roasted veggies). Burgers were awesome. The service here was as good as the buffet inside the resort. There were lots of birds looking for scraps off of plates, some people were annoyed but they provided some good entertainment.

Room service was excellent and timely. The quality of food was good.

Brazilian a la carte (Nizuc Section) : A good experience and the quality of food was exceptional. The salad bar was a good start and provided some options for our baby. The meats were good and it gave us a chance to try new things. We didn't care for some of the meats but they were all cooked to perfection and full of flavor. The music was good and the service was top notch.

Mexican a la carte (Nizuc Section) : Was so good we ate here twice. The meat for the tacos & fajitas were seasoned perfectly and tender. The service was excellent, the guacamole was made table side and the 3 piece mariachi band was great entertainment.

Italian a la carte (Sunrise Section) : The food here was also so good we ate there twice. The dining area is beautiful, the ceiling must have been 50 ft high and covered in stained glass and the decorating was all so nice. The food was to die for, Shrimp Risotto was excellent and the Ossobuco was so tender and flavourful. My wife had the steak one night and chicken another, both of which she very much enjoyed. Our daughter had the penne with vegetables and she loved it. Our server Luis was very good and also made our baby smile when he came around to check on us.

Japanese a la carte (Sunrise Section) : We went to go sit in at the Japanese a la carte and were surprised when they asked us if we wanted to sit at the Teppanyaki tables. We were thrilled we could do this with our baby. This area was huge, I think there were 8 Teppanyaki tables in all. We sat with 2 other couples that also had kids ranging from 1 - 12 yrs old. The food here was as good as any other Teppanyaki we have been to and the service was also excellent.

We didn't have a chance to check out all of the dining options at the resort but from the 4 we visited we were very impressed.

Travel between the sections was pretty simple as well, there are busses travelling between the 3 sections of the resort (Grand, Nizuc & Sunrise) If the weather was better we would have rather walked along the ocean between the Nizuc and Sunrise, would have only been a 15-20 minute walk from our room on the far side of the Nuzuc to the lobby of the Sunrise.

Pools:

We didn't have a whole lot of time in the pool area since the weather was awful. But the time we had we could tell we would have a good time if the weather was good. There are water slides and shallow areas for kids. The only problem was the temperature of the pools was a little too cold for our liking. There is a towel card system at the resort but we didn't have a problem getting more towels if we needed them. There were more than enough loungers around the pool, but may be harder to get one if the sun was out.

Things to Do:

Since the weather was bad we had a lot of time to tour around. We went to the Kids Playroom at the Sunrise section and were very impressed with what they had done. There was a mini spa, x-box room, theatre, soft play area for babies, jungle gym and much more. Kids 4 and under had to have a parent stay with them. Kids 4+ could be left with the staff for most of the day. The playroom at the Nizuc section was under construction.

There is an arcade at the Sunrise section as well for teenagers. There must have been 12 TV's available and kids were all lined up playing x-box's. There was a pool table, air hockey and many more arcade games lined up and there were a lot of kids using the area.

Lobby bars were also always busy, there were board games sitting out for anyone to play.

We used our resort credits to play a round of golf. The course was nice, but it was very wet. We played through the rain however the course would have been much more enjoyable in nicer weather. Lots of wildlife on the course, there were deer, coati, lizards and a lot of colourful birds around the course. Club rentals were about $50 each and they do have a dress code. Carts are provided, tees are provided. Calloway Golf balls are $60/ dozen and used balls are $20/ dozen. We bought some clothes at the proshop- shirts were $60, golf skirt for $80 and gloves were $25.

We also used resort credits to have photos taken by the resort photographer. The pictures turned out great.

The spa at the Nizuc is disappointing after seeing the spa section at the Sunrise and Golf Course. My wife had a pedicure and said the chairs were in an open room with no decor, seemingly under construction. Hopefully it will be better once construction is complete. She did say the service was good though.

Resort Credits:

They give you $1500 in resort credits to be used for various activities. They are ok to use but be prepared to spend a little money. To get additional photos on a CD we spent another $150, for Golf we spent another $120 for clubs. There are taxes in addition. We spent another $450 during our stay that we probably wouldn't have used if it was nice and sunny out. Not complaining about the credits, don't expect them to be free and and be prepared to add a few $$$.

Ocean/Beach:

We knew ahead of time that the beach would be disappointing. There is a lot of seaweed washing up on the beach. They have equipment clearing it off daily. The sand is nice, there is beach volleyball and soccer to be played. If you want beach time you wont have a problem, the problem lies with the seaweed in the ocean and you may be disappointed if you want to spend your vacation swimming.

Travelling into Cancun:

We went into the hotel zone to go shopping a the mall one day, it is about $35 each way in a taxi. We had Hector (The Rooster) as our driver and he was excellent. He was like our own personal tour guide. He waited 4 hrs for us to do our shopping and have lunch and then took us back to the resort.

Membership Pitch:

This would have been a 5 Star review however the membership pitch was awful. We never go to any of the timeshare pitches at resorts but thought we would go check it out here since we were so impressed with the resort and would get to see some different types of rooms.

We sat with one of the guys and did a survey with him and then did a little tour of the Sunrise section of the resort.

Then the Membership discussion came. For 50 weeks, Diamond Star Members pay $350,000 Presidential Members pay $110,000 and a Jacuzzi Membership is $55,000. We made it clear we were not interested at this time. After the initial pitch, another salesman came in and gave us an offer that significantly less in price for more weeks. We still were not interested. They kept asking us if cost was the problem and if we could afford to purchase a membership, why wouldn't we. Money was not the problem and were very insulted and fed up with their shenanigans at this point.

Then another salesman came in and gave us another offer that was even less money and free flights and was actually a good deal. By this time we were so insulted by their pitch we were not going to buy anything they were selling.

In all we had a great time at the Moon Palace. We were impressed with the food the service and the amenities. We will be returning in the future. We might just avoid Cancun in January (we have been there 2 times in January and out of 14 days it has rained 11) Send us a message if you have any questions and we will answer them if we can.

Room Tip: Have a good idea where you want your room to be, call the hotel before you get there to let them know where you want to be (ground floor, close to lobby, close to pool) If you have trouble walking around this will make a big difference on your experience at the resort.
  • Stayed: January 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
10  Thank blufforbust
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NormaGranados, Public Relations Manager at Moon Palace Cancun, responded to this reviewResponded January 15, 2014

Thank you for sharing your Moon Palace Golf & Spa Resort experience with our Tripadvisor readers. We have take note of your compliments and concerns to improve our services. We hope to have the honor of hosting you in the near future.

Norma Granados / Public Relations Manager @ Nizuc

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Reviewed January 10, 2014

When you visit this resort, you must spend some evenings out at the Swing Bar. It is an outside bar with swings, comfortable tables and chairs, music, friends, and fun! Guadalupe was our waitress each night and was so sweet and attentive! Make sure you are good to her. She is wonderful! Then, there are the hardest working men behind the bar, Esteban and Alberto. They, too, are kind and attentive. They hustle around the bar to serve every customer with smiles on their faces! Thank you to Guadalupe, Esteban, and Alberto for making our evenings relaxing and fun! I can't wait to go back next year!

  • Stayed: January 2014, traveled on business
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Thank ErikaCarter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 10, 2014

Based on the reviews we chosed this resort and were very exited about this selection. We had been in Maya Riviera couple of years ago at a different resort and enjoyed it very much. Unfortunately we were overall disappointed. We arrived on New Year's Eve and styed 5 nights.

Rooms: We were placed at the Grand Moon. The buildings are nice from the outside. The first incident was that my daughter slipped and fell to the ground in the room when we got into the room. The room was dark and there was a large pool of water on the floor. We were told that it was left by the cleaning lady but it was not until a few days later that it was from the roof leak when it started to rain and the pool of water was there again. We also noted that there were pool of water in the hallway so it looks like the roof leaks was everywhere. The rooms were nice. The double jacuzzi was great as well as the balcony. The room cleaning service is not good. They refill things randomly

Food: Dinner was terrible. We have been at the La Trattoria, Arrecifes, MoMo, Carbeno and all were disapointments. We were looking forward at the Brazilian food since we loved our local Brazilian Espetus restaurant, but Arrecifes was not even close. The meat was dried and quality was low. Lunch was also a disapoinment except for couple of times at the Caribeno (great suckling roasted pig, prime rib) and El Manglar (great BBQ seafood). Room service food is really bad. Frapuchino was very good. Wine was hit or miss. Generous with champagne.

Facilities: In between buildings you need to take the bus. Bus comes every 10-20 minutes. It sounds ok, but when you start taking the bus several times a day it becomes painful and waste lot of time. The free bus to the Place in Cancun was a nice service. It's worth taking a trip there because the beach is much nicer

1500 resort credit: only 300 can be used for SPA. We went to the timeshire and got another 300 credit for SPA. Timeshare pitch was reasonable, not as pushy as other resorts. Even though you get credit you need to pay tax. We used the credit for Dolphin encounter (good) and Tulum excursion. The excursion was nice but they only give you have an hour. I wonder what is the point to travel more than 3 hours and they give you only 30 minutes to walk around. The view is spectacular and worth it

SPA: The facilities are clean and great. However, the massage was just ok.

Service: most people are very helpful and trying to please you. There were a few exceptions. The lobby people at Grand Moon needs improvement

  • Stayed: January 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank travel_from_CA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rosaura Y, Public Relations Manager at Moon Palace Cancun, responded to this reviewResponded January 13, 2014

Thank you for your very candid feedback and please accept our apologies for not meeting your expectations. There is always room for improvement and you can be assured that we will address all the points you've mentioned. We thank you for taking the time to provide us with your feedback.
Respectfully,
ROSAURA YAÑEZ
PUBLIC RELATIONS MANAGER

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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