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“Exceptional property, accomodations, restarants but the talented staff made all the difference!”
Review of Moon Palace Cancun

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Moon Palace Cancun
Ranked #22 of 175 Hotels in Cancun
GreenLeadersPlatinum level
Lakeville, Minnesota
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“Exceptional property, accomodations, restarants but the talented staff made all the difference!”
Reviewed April 7, 2014

We visited the Moon Palace Resort Spring 2014 and our family had an outstanding experience. It was by far our best vacation to date!

The entertainment team was an unexpected and wonderful surprise which truly made the difference for everyone in our group and deserve to be recognized.

Gustavo remembered each member of our family by name which made everyone feel comfortable and welcome. His morning beach yoga and stretching classes were a great way to start the day and the energizing aqua aerobics, dancing, fun and games were a great way to finish!

Fabian- Entertainment extrordinaire was incredible with the kids, he greeted each by name and went above and beyond to include all in beach volleyball, soccer, water polo, games. Our children looked forward to seeing him every day. In addition he was great with adults, had a fantastic sense of humor and proved to be very entertaining at evening shows.

Chanta- Was incredible with all -she loves her job and it shows! She also greeted everyone by name from kids to adults and made every one feel like they were her one and only "special family".

Patricia- Her dance lessons, classes and personal approach made everyone feel very special. She made the day fun. I definitley recommend her dance classes!

Caleb-He had a genuine kindness and was exceptional at getting the kids to participate in beach games and made each onr feel like a true champion. He managed the evening events very well and always with a smile.

Cesar- A very special pool server was always accomodating and served his guests with a genuine kindness and personal approach He made guests feel that it was his pleasure to serve you.

I strongly recommend this resort to familyand friends!

Room Tip: We stayed in the Azuc area which provided easy access to restaraunts, pools and activities. It was g...
See more room tips
  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank CGriffith2014
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 review, April 9, 2014
Thank you for your wonderful comments for our Activities Staff. It is a pleasure for us to know that we have been pleasantly surprised you.

Your comments motivate us to be better every day!

Thank you,

Norma Granados
Public Relations Manager @ Nizuc
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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English first
Toronto, Canada
Level 2 Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed April 7, 2014

This is a rave. I am VERY picky about where I stay, and this resort has left me absolutely beaming. My BF and I booked w/ Transat Holidays via Taryn @ Cruise Holidays Burlington March 22-29 and couldn't be happier that we did.

1) Proximity to airport. When you finally make it out of customs, it's only another 10-15 mins to the resort. Yes, you can hear the planes. if you live in a big city, this likely won't bother you. That's what planes do, they make noise. No big deal.

2) Beach. Spent my first afternoon here, it's heavenly. Because the water is not very swimmable (seaweed) there is almost no one there. The sand is soft and clean, there are lots of shady palapas, and someone will be by to take your drink order. We did not visit the beach at their sister properties, but we heard it was great from other guests. Free shuttle to Cancun strip included.

3) Service. Wow. This was the best part for me. It's so nice to be treated kindly. I live in Toronto where this type of service no longer exists, but it sure is great to visit. Everything you would like taken care of, they will take care of for you. They will even carry your plate from the buffet to you table. Why? Because it's their pleasure.

4) Food. Good to great. Room service was the worst we had, it's worst qualities being flavourless and dry. That said, I was able to order at 4:30am, and it was delivered to my door in under 30mins (our average wait, 40mins). The restaurants... Gondola (Italian, Sunrise section) and Los Caporales (Mexican, Nizuc section) were our favourites - service, selection, atmosphere and food quality were outstanding at both. We also tried Arrecifes (Brazilian, Nizuc) and Momo (Asian, Sunrise) which were both good as well. No reservations for these restaurants, but we did wait 40mins+ to be seated. We anticipated this, so it was no trouble and most restaurants had alert disks that would tell you when you're table was ready. Very efficient, and the restaurants are right next the the lounge so you can have a drink and relax while you wait. The buffets for dinner and lunch are great (selection, quality, service) and the satellite food stations by the pools are perfect when you get hungry from sitting in the sun all day and are too relaxed to contemplate going elsewhere.

5) Beverage. Top shelf alcohol included? Great! Just ask. Excellent mixed drinks and always great service, the wine in the restaurants (especially Gondola) was perfect and better than expected. Have a mayan coffee at least once, it's a show and a tasty treat. Sit and relax by the pool or in the lounges. Someone will be by to take you drink order.

6) Pools/Grounds. Clean. Busy. It's a massive resort, but the staff are abundant and always working to keep things nice. Service at pool bars was great, finding a shady spot wasn't always easy but there wasn't a day that we couldn't locate one, it just took more time. I am not a 'get up at 7am, save a spot with a towel for 4 hours' kind of gal which is why it took longer. The surfing machine next to the Sunrise pool was awesome. Also, there was construction going on at the Sunrise rooms between us and the main lobby, it did seem to go rather late some nights but the noise never bothered us.

7) Rooms. Modern, clean. Ours was literally the further row of the Sunrise section along the edge of the property which did make for the longest walk, but this did not bother us at all. We stayed in a King bed room with a partial ocean view, the room isn't huge but it's well appointed and more than enough space for 2 people for a week. The flat irons in room are a nice touch above what you would typically see in the rooms as well. Bed was a little on the soft side, good for some and not ideal for others.

8) Resort credits. Loved them. Booked dolphin swim, Tulum excursion, spa massage, and zip lining - all we paid was the tax. We booked on top of that some tours that weren't included with the credits (atv, coco bongo) and still only paid a few hundred extra dollars for all of this which kept us busy for the week. The quality of services offered was very good, you can't beat an 80 minute massage for $35.

9) The little things. Check in was fast, check out was even better and they called us the day before departure to confirm what time we would like our bags picked up. When they picked up, they were on time to the minute. We had no problems with the time share people, they called to let us know our 'welcome package' was ready on day 3 and we simply ignored picking it up.

So go. Just go and experience it for yourself. Due to the many different areas and amenities this resort has to offer, it genuinely has something for everyone. This is the first resort me and my BF have visited that we are both excited to return to, and with all the choices out there, I think that says a lot. Thank you Moon Palace for taking such good care of us, we can't wait to see you all again!

  • Stayed March 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank travelrabbit1983
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
1 review
Reviewed April 7, 2014

me and my girlfriend went and both had amazing time and honestly not one complaint they have got everything spot on from variety of entertainment to top class restaurants with amazing food. As for the staff they literally cant do enougb for you and its not just for the tips they all genuinely enjoy theit work and are so friendly and love talking to everyone and try to make your time as memorable as possible. Just to prove how incredible the place is in the 10days i was there 3 different couples got married there all from England so if people find it special enough to have their wedding there it shows it will be an amazing place to stay!

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Lee R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London
Level 6 Contributor
116 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 78 helpful votes
Reviewed April 7, 2014

The Moon Palace resort is a 5 star high quality group of hotels and time share units aimed at the demanding American market. Rooms are spacious and very highly equipped, staff are polite helpful and provide exceptional service, the huge choice of restaurants (12) provide Gourmet food to a very high standard similar without the $large bill at the end, numerous poolside beach snack bars serving steaks, fresh Pizzas, fajitas etc. cover the daytime requirement for those who do not wish to go into lunch. The resort also offers a free 24/7 room service option. The bars serve only branded liquor and generally have a choice of 5 or 6 different brands for each spirit. House wines are Sauvignon Blanc, Pinot Grigio or Chardonnay for the whites and Temperillo, Cabernet Sauvignon or Merlot for the reds. All are good quality and can be upgraded using resort credit if required. Bottled water and bottled water ice is free throughout the resort. The pool area is excellent. The beach is white sand but very few people swim in the sea due to sea weed. As the pool looks onto the beach this was not an issue. The resort is very clean and very well staffed, maintenance requests (if needed) are filled within an hour, gardening services keep noise to a minimum and back room staff are unobtrusive. There are numerous recreational facilities, golf, Tennis, Spa treatments, trips etc. The only negative of the resort is getting your head around the sheer scale and the sometimes enthusiastic noise from the entertainments crew playing music around the pool. Security and safety at the resort appears excellent. We will be back. Tip: To avoid the time share hard sell tell them that you are air crew

  • Stayed March 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank roadblockLondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cambridge, United Kingdom
Level 3 Contributor
18 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed April 7, 2014

We had a great family holiday here at short notice. The hotel is massive and should have something for everyone.
We stayed at the grand which had a wonderful balcony with double sunlounger as well as 2 chairs and table. It's position meant we had afternoon sun.
We were a family of 4 with children aged 11 and 9. There is so much to see and various options to travel around the hotel grounds. It was well organised and dependant on how we felt, mesnt we could walk or hop on a bus.
Food options were varied, some restaurants were more difficult to get tables at than others. Japanese was great and the Brazilian is a must try.
Nizuc lobby was much more plush than the Grand lobby but we used all areas .
Lovely coffee shop and crepes in Nizuc.
We swam with the dolphins and went kayaking and sailing. The boys loved the wave riders and entertainment team were active but not pushy.
Pool best in Sunrise than Nizuc for water games, water slide but all pools offered different options.
Beach was messy with sea weed but we went in snorkeling in a clearer part near Nizuc and saw small rays and long fish. Not many but a couple.

We had no water for one whole day of our stay without any notice, which was not good. No clushing toilet or shower for 10hrs!
Toilet had issues during our stay too. Shallow bowl design. Maintenance came quite promptly, on several times during our stay.
Room service was good and included in the package

We also developed a skin rash during and after the hoilday. Not sure what caused this but very uncomfortable for over a week.

Despite these minor issue would love to visit again. But, where to stay! Grande or Nizuc

  • Stayed February 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank sulchie
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 review, April 9, 2014
We thank you so much for your wonderful review and we look forward to welcoming you back. We're sorry that your vacation fell just a tad short on being 100% perfect, but we'll try harder to meet all your expectations during your next visit. Thank you for taking the time to provide us with your valuable feedback. Hasta pronto!
Kind regards,
ROSAURA YAÑEZ
PUBLIC RELATIONS MANAGER
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Flower Mound, Texas
1 review
Reviewed April 7, 2014

The staff esp Juan Carlos Moreno have been more than accommodating. We are here on a family trip with my brother and sister in law and their 2 kids. All 4 kids are having a great time. With plenty to do for
them the adults are having an even better time. We had requested our rooms together but unfortunately had to wait 1 night and move in order to make that happen. Juan Carlos made sure we were right next to each other and even upgraded our rooms to make it happen. Lets just say the kids and adults are very happy. This is our 2nd time visiting the Moon Palace and my husband and I are already considering our 3rd..

  • Stayed April 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SueGibilante
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 review, April 9, 2014
Thank you very much for coming to enjoy all our services and facilities. An example of our quality service is our Front Office Manager, Juan Carlos Moreno, thank you for your comments. For all of us it is a pleasure to know that we continue surprising you during this second visit.

We hope to see you again at Moon Palace Golf & Spa Resort, we are waiting for you!

Norma Granados
Public Relations Manager @ Nizuc
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Waterloo, Canada
Level 2 Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed April 7, 2014

We travelled from Kitchener to Cancun via Sunwing (March 10th - March 17th).....flights both ways were excellent and on time.
We stayed in the Nizuc Section (previously stayed in the same section in 2012)....travelled with family (children 13, 11 and 9)........the transfer from the airport to Moon Palace is only about 15 mins but you have to wait on the bus for 45 mins to an hour to make sure they have everyone.
We had 2 rooms that were side by side and it worked out quite well.......the children always had lots to do and kept themselves busy throughout the day......there was lots of entertainment around the main pool and there was always someone coming around asking if you needed drinks. The food was quite good at most of the restaurants and the children always found something to eat. The transportation between the Palace, Nizuc and Sunrise was a bit of a challenge at times.....it would be nice if they had golf carts readily available for people to get around. Golf course was ok but nothing spectacular, used resort credits to play and found it to be reasonable with paying the taxes (I would never pay the full amount they were asking for green fees, way over priced and not worth the money)........overall we enjoyed our week away at the Moon Palace and we would seriously consider returning if we got the right deal.......just a shut out to Macedonia as well, he remembered our children from our previous trip and he did a great job taking care of us for breakfast and lunch each day.

  • Stayed March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Dodger482
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 review, April 8, 2014
Thank you very much for your kind and thorough review; we are committed to provide the ultimate level of luxury, entertainment and service, It is gratifying to receive your kind comments; they certainly encourage us to keep working on surpassing our guest expectations.
We thank you for taking the time to share your experience.
We can’t wait to welcome you back for another perfect experience!
Kind regards,
ROSAURA YAÑEZ
PUBLIC RELATIONS MANAGER
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Moon Palace Cancun

Property: 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
#20 Top resorts Hotel in Cancun
#21 Luxury Hotel in Cancun
#22 On the Beach Hotel in Cancun
Price Range (Based on Average Rates): $$$$
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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