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“Overall a Pretty Good Resort”
Review of Moon Palace Cancun

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Moon Palace Cancun
Ranked #22 of 176 Hotels in Cancun
GreenLeadersPlatinum level
Reviewed January 31, 2014

Went down for a business trip. The overall appearance of the resort, lobby, pool area and room was great. Marble everywhere, plenty of space available if you and your group wanted to be away from other guests. The staff there seem ever present, and I never found the need to have seek anyone out for assistance. The two main complaints I have are the beach and food.

The beach was dirty and small. Only about 10 yards of sand where we were. The condition of the water compared to other resorts farther up the beach was bad (sea weed, murky, no waves). I know the resort can't control the water, but they can control where the resort is when they bought the property. Just saying, don't go here for the beach experience...

The food, if you enjoy food and rank that high on your list. you'll be disappointed. I wasn't expecting gourmet cuisine (especially at an all-inclusive resort), but definitely better quality than what was served. Needs more lunch/snack offerings. There just wasn't a lot of flavor in any of the meals I had.

Room Tip: If you are an early bird, make sure you don't get a room near the main building/pool. As the mus...
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  • Stayed: January 2014, traveled on business
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2  Thank Jason H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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12,590 - 12,596 of 23,131 reviews

Reviewed January 31, 2014

Family of 5 (mom,dad,3 kids-18/15/11) went for a week this past Jan to Moon Palace Sunrise. First time. Fantastic resort, service, activities, food, weather and value. Didnt have to think for ourselves - one of the staff was always there doing it for us. Waverider, dolphins, pool slides and teen room topped the kids list. Mom and dad loved the pools/bars and restaurants. Take advantage of the resort promo credits for the spa, excursions and use the Beach Palace up the strip for beach/waves and shopping malls. Excaret excursion was the highlight of the whole trip - snorkeling/underwater walk with marine life, wild animals, superb beaches and a 2 hour cultural show after dark (not included in the credits but well worth it). All-inclusive is the way to go - takes all the stress out of the experience. All in all, everything you could want in a family vacation and great value for money. Highly recommend, definitely go back again.

Room Tip: Sunrise section for newly renovated and close to main resort ameneties.
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  • Stayed: January 2014, traveled with family
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1  Thank 481anonymous
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 31, 2014

We went to Moon Palace this time, on our annual girl's trip, Sisters, friends, etc. We got there, and were quickly checked in, and because we were early, and room not ready, to go get something to eat, and come back later in the day. They took us to our room, which was suppose to be top floor, superior view, and it was by the water treatment plant on the bottom floor. Not what we expected, for being a palace elite member. Room was nice, and beds comfortable. Octavio, and Mayra checked about moving us to another location, but none with two double beds. They were very nice. The restaurants were fantastic. We stayed in the Nizuk secion, which was great. You can take the lobby bus every 10 or 15 minutes to the other sections, to try their restaurants also. The Mexican Restaurant at Nizuk was great. Best margaritas I have had. Our waiter was a hoot, and carried the drinks on his head. Our next favorite restaurant, was the Oriental, Momo at the Sunrise section. It was wonderful, and the appetizers they brought us, superb. The Steak House was very good at Sunrise, also, but it is outside, but very good. Take a sweater. Another good restaurant was at the golf course, but you need reservations. It is called La Trattoria, Italian. It was excellent, and the service was great. The only downfall, and complaint, is when you go to the golf course, for spa, or anything, you have a long wait to get back. It must have taken us an hour after dinner, to get back to Nizuk. Each van holds only 12 people, and he had to make at least 5 trips, before we got to leave. They need a big bus to come get people after dinner, because everyone finishes about the same time. Same with the golf at the end of the day. We finished at the spa, and were waiting in line for the bus, and all these golfers finished up, and drove up in their carts, and all assembled in front of us, at the bottom of the steps, when we had been waiting for at least 15 or 20 minutes. Guess who would get on the vans first? Not us. I went and complained, but it did no good. I was about to get in a golf cart, and drive myself back to Nizuk. I felt bad for the girls that finished the spa, and had reservations at 6:00 back at the golf course for dinner. It was almost 5:00 then, and I told them to be down there at least 30 minutes before their reservation, to get back over there. They said if you're not there, they will cancel it. That was my biggest pet peeve. The transportation to and from the golf course, and spa. The shows were good at night, and had fun out by the pool with Enrique, and the staff. The maids were okay. Did not wipe down the mirrors on the closet doors, or replenish our toiletries very often. Some days, they missed restocking our fridge with diet cokes. We only had turn down service, if we were out of our room early at night when they came by. Otherwise, no. It was okay though. I can turn down my own bed. It was just hit or miss. We did the dolphin swim, and it was a great experience. I would highly recommend it. We had done a lot of the tours already, in our previous trips, so we went shopping one day. The bus takes you to Beach Palace at 12:00, and they return at 4:00, so you can go there to the beach, or shop at Isla Shoppes or the mall. It was a fun day. Ate lunch at Beach Palace, too, and went to their jewelry stores. We were there Jan.19th-25th, and had a great time. Weather was good, except for our last day, and then Saturday was great, again. Sad to leave. Next time, I hope to be on a higher, quieter floor.
Another disappointment was that they didn't have the Chef's dinner, as we were told to sign up for that. We did not want to do the romantic dinner, as we were not with our spouses, so our girl, Carmen, that checked us in, said "Be sure to do the Chef's dinner." She even circled it for us, and when we went to book it, we were told they didn't have it until the 30th. We found that sometimes one group didn't know, what the other group was doing. Booking tours, etc. or what they had to offer. I hate that you have to pay the 16% tax now on whatever you do. Oh well...We would go back here in the future.

Room Tip: Do not go on a bottom level floor, or near #6504, by the water treatment center. We are Palace Elite...
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  • Stayed: January 2014, traveled with friends
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2  Thank Nancy60805
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 February 1, 2014

Thank you for recognizing the service of all our staff, for us is a great reason to continue giving a high quality service to all our Guests. Hope to see you in this paradise of the Mexican Caribbean at Moon Palace Golf & Spa Resort.
Norma Granados / Public Relations Manager @ Nizuc

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 31, 2014

For the money spent, I expected much more. The pool area and food were great. But the room left a lot to be desired. The shower drain was clogged, so by the end of a 5 minute shower, you would be standing in ankle deep tepid water. Mosquitoes buzzing you all night long, and big black spiders were common. The room cleaning staff don't bother to knock, so be sure you are not walking around naked like I was. The walls were paper thin, and you can hear your neighbour talk, so be careful of that. When I stayed there, they were in the middle of construction. The construction would start at 8 in the morning and go all day. Wet saws cutting tile, and nail guns make quite the symphony. For the most part, staff was pleasant, but overall indifferent. If I wanted attitude, I would go to Quebec for a week. The beach was narrow, and no good for swimming at all due to the water being only knee deep and full of black seaweed. So, overall I would give Moon Palace Golf & Spa Resort a 7 out of 10.

Room Tip: Ask for a room away from any current construction, and the main pool. Most nights there are concerts...
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  • Stayed: January 2014, traveled on business
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1  Thank Joseph M
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 February 4, 2014

I'm sorry to hear you were not completely satisfied with your stay. We work very hard to provide top-rated services and amenities as expressed by so many in previous reviews. There is always room for improvement, therefore we will take your feedback into consideration. We hope you give us another opportunity to better serve you.
Respectfully,
ROSAURA YAÑEZ
PUBLIC RELATIONS MANAGER

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Reviewed January 31, 2014

We've had a wonderful time this week and regret having to go back to our subzero weather. The food has been superb, the service is outstanding, the rooms spotless and of great importance is that I was able to bring my young children (4 year old twins) and older ones (27 and 22) and everyone had a great time. For my young kids, the Play Room was fantastic- caring staff and enough activities to keep them well occupied and happy during the day and evening hours so that mom and dad could relax. What a relief to hear them wanting to go to the Play Room after a filling breakfast and back after an early dinner. We tried to bring them to one of the reservation-required restaurants one night and what a disaster. I couldn't blame them for losing patience during a leisurely dinner with quality food they really couldn't appreciate. My older kids had great massages and also enjoyed the food and would have been highly critical (as they have been with previous all-inclusive resorts) had the food and service not been excellent. Of course, it helped that with the exception of a bit of rain the last day, the weather was excellent. I can only recommend this resort highly for anyone with any family composition- young kids, older kids, or a combination.

  • Stayed: January 2014, traveled with family
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Thank barwest2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 31, 2014

Moon Palace Golf & Spa Resort exceed all of our expectations!!!! The resort was beautiful, the rooms were luxurious, and the amenities were amazing. The one thing that I look for at any hotel or restaurant is the service. The people that work at the Moon Palace make the experience so outstanding!!! Everyone was so courteous, kind, helpful, and GRACIOUS!!!!! Jose-Luis at the pool bar and restaurant knew my name and my kids names from the first day!! We ate at the BBQ grill several nights because of the conveinence and mostly because of the excellent service from Paulino, Hermelindo, and Bartola.

Room Tip: Get a room closer to the pool if you can. Otherwise be prepared to walk and walk the resort is huge...
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  • Stayed: January 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Thank Christinne G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 30, 2014

Check in/out was quick and easy. Cleanliness superb all around. Service at restaurants/room service/ and maid service was amazing. The food at all the restaurants in Sunrise, amazing. Liked the selections of wine available. Excursions are a must! Take advantage of the credits! Pirate Cruise, Romantic Dinner on the Beach, Xplor zip-lining, snorkelling on the Mayan Reef, Couples massage at the spa… all superb! Well worth the extra money… Wish we booked more excursions! Nightly entertainment kept us coming back for more! Afterward, the disco for an energy boost, or to the lobby bar for a relaxing song and dance. Thank you for a great week!

Room Tip: was on 3rd floor in a corner suite overlooking the garden onto the sea… but had 2 double beds… would...
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  • Stayed: January 2014, traveled as a couple
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1  Thank Gina588
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
#21 Top resorts Hotel in Cancun
#22 Luxury Hotel in Cancun
#22 On the Beach Hotel in Cancun
Price Range: $367 - $879 (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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