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“Overindulgence at its best! You will not be disappointed with the amenities this resort had to offer...”
Review of Moon Palace Cancun

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Moon Palace Cancun
Ranked #22 of 175 Hotels in Cancun
GreenLeadersPlatinum level
Level 1 Contributor
2 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Overindulgence at its best! You will not be disappointed with the amenities this resort had to offer...”
Reviewed July 21, 2014

The amenities this resort has to offer is endless...from the restaurants, pools and nightly entertainment, you will not be disappointed. The only issue was the tour to the Isle of Mujeres. It is a tourist trap especially if you expect beach access! You are dropped off at a pavilion style area where less than mediocre buffet food awaits you along with a dingy pool. You have to wait almost 3 hrs in this area until another ferry finally brings you to the beach!

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank Hutchremodel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
YENNIACALVILLO, Public Relations Manager at Moon Palace Cancun, responded to this review, July 23, 2014
Dear Hutchremodel,

Moon Palace Golf & Spa Resort is committed to provide memorable experiences. It makes us very happy to hear we have accomplished our goal.

You can be certain that your comments regarding Isla Mujeres tour will be taken in consideration as we are always improving our standards.

Thanks again for the positive words, and the whole team here looks forward to welcoming you back.

YENNIA CALVILLO
PUBLIC RELATIONS MANAGER
MOON PALACE GOLF & SPA RESORT
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1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed July 21, 2014 via mobile

To start, the Moon Palace is a massive property. Somewhere around 2500 rooms, many of which were under renovation during the week we visited. When the resort is full, it can feel like a theme park.

My first issue with Moon Palace was their check in procedure and staff. We got placed in a different section of the resort (Nizuc, instead of Sunrise with the rest of our group). Because the sections are run like nearly separate hotels, one side has very little control over the other. Requests to move closer to our group were met with blank stares and shrugged shoulders. Part of the blame I will place on my Travel Agent (Pleasant Vacation's) - but I had hoped for more. Being separate from a main group basically causes issues with any booked excursions, spa, and even dinners.

What I will say is that the food by in large is great, the drinks are abundant, and the waiters/bartenders all go out of the way to give good service. But the issue is the number of people they must accommodate. Be prepared to wait 45 minutes for seating at the nicer (non-buffet) spots, and the two reservation spots could not accommodate a group of 7 the entire week (even though we called on night 1).

I would also point out that Moon Palace has gone very much towards the "family" resort concept. If you have kids you want to take to Cancun, this is the place for you. But be aware there will be children sitting at the pool bar with you, running the halls, and otherwise just "being kids". I have kids, I like kids, but like Vegas sometimes it just feels odd being at a party destination with hundreds of children under 10.

A final thought...we did spend two days at the Sun Palace. I would be willing to do a full vacation there - a bit small but still a solid variety of options (plus adults only).

Stayed July 2014, traveled with friends
Helpful?
4 Thank James E
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, July 24, 2014
We thank you for your feedback and we're sorry we felt short on your expectations.

We're sorry we were not able to accommodate your group in closer proximity and for that we sincerely apologize. We try our best to accommodate all our guests' requests, but it becomes difficult based on availability. We thank you for the comments about the food, as we take pride in serving our guests top-quality food and spirits.

As you mentioned, Moon Palace is a family resort and we have become one of the top destinations for families, however we do have designated adult-only areas which include our nightclub, Noir, the Sky Bar in Surise, and the Pub in Nizuc.

We thank you for choosing to visit us this time, and we hope you provide us with another chance to better serve you.

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.
Phoenix, Arizona
Level 2 Contributor
5 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed July 21, 2014

A little while ago my mother and I spent a week at the Moon Sunrise. We have been members for 5 years now and enjoy going there. The people there are incredibly friendly. My mother is slightly handicap and the bellmen made sure my mom could get anywhere she wanted to go on the entire property, and with such a large area, this made her trip enjoyable. My mom would have not enjoyed her vacation without these men helping us everyday. They are the backbone of the resort for sure.

The other person who made our trip wonderful is Rosaura at the Grand. We love that pool area and on days we wanted to spend there, she made sure my mom always had a place to sit that would accommodate her. She made my mom feel special and welcome over there. She is a true gem of the company and works very hard to make sure people have a wonderful time.

I do have to say that even with all the renovations they have done over the last few years, there has become a less special quality to the resorts. There are plastic cups at the main bars instead of real glasses, cheaper alcohol unless you specifically ask, and a lack of personalization to the trip. I have a love of this resort and am hoping that the company will realize that quality is better than quantity. Also, there are no adult only pool areas. If you are looking to have quiet time or just peace away from kids there is no where to go outside during the day.

Room Tip: ask for a room closer to the lobby of whatever hotel you are in. The resort is immense and you have...
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  • Stayed May 2014, traveled with family
    • Location
    • Rooms
    • Service
Helpful?
4 Thank nbeloat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atlanta, Georgia
2 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed July 20, 2014 via mobile

Thus was the best vacation I have ever experienced. Aside from being married on the beautiful beach, my daughter was able to swim with the dolphins, my mom played ping pong with other guests of the resort, my daughter and I parasites together, my husband and I experienced a couples message that was excellent.... I could go on and on. By the way food, drinks, and snacks are all inclusive. There is nightly entertainment. There is even a teen lounge where pizza, ice cream, popcorn is served and there are no tokens required for the games because its....ALL INCLUSIVE! This will most definitely be our annual vacation spot. PS....When you go to one Palace resort. ...you have access to visit all Palace resorts during your stay! Customer service is superb!

Stayed July 2014, traveled with family
Helpful?
6 Thank msmichellern
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
YENNIACALVILLO, Public Relations Manager at Moon Palace Cancun, responded to this review, July 22, 2014
Dear msmichellern,

Moon Palace Golf & Spa Resort is committed to elevate the all-inclusive concept and offer guests an unforgettable vacation experience by combining world-class hospitality and dinning options. Thank your for your comments recognizing our efforts. We are thrilled that you enjoyed your beach wedding as well as your stay.

We are looking forward to welcome you back at our Resort or at any other Palace Resorts properties.

YENNIA CALVILLO
PUBLIC RELATIONS MANAGER
MOON PALACE GOLF & SPA RESORT
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Wallingord
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed July 20, 2014 via mobile

Just returned home from a week at Moon Palace-Nizuc, Cancun. The resort and room was gorgeous itself. The staff was very friendly, courteous and hard working. The buffet during our stay was very good. The problem was that u pay for all-inclusive food and I was not told when checking in to make reservations at thier restaurants immediately. The next day I could not get a dinner reservation until five nights later. The 1, 500 credit is good, however the resort charges you 16% on any activities they offer you. We could not swim in the sea as the red-colored flag was posted. The beach was littered with seaweed and sea a dark green color. Had to take a half-hr bus ride to Beach Palace in the hotel zone to swim in the turquios water. You have to arrive 30-40 minutes and get in line for the first come-first serve bus to the hotel zone. The taxi cost is $35.00 each way. When ordering room service in the am, we ordered coffee and got just plain hot water. The large mirror in our room was never cleaned and a worker came in our room at 9pm to replace a light bulb on the exterior porch. Really? Couldn't that wait till the next day? During the week had a spider, lizard and centipede in our room. Must have come under the space in the front door. The spa options were very overpriced. The highlight of our trip was the Rio Secreto or the secret underground river tour. A must see and do!! Shopping at the Flamingo mall was a challenge, all the shop owners yelling at u to come into their shops. Too much and not a fun experience. Bring lots of single dollar bills for tips, makes a huge difference. Lu-Lu, our rep at the hotel was NEVER on time for arrainged appointments. Overall, a memorable vacation.

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank crash442014
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, August 8, 2014
We appreciate the time you have taken to give us your feedback about your stay. Rest assured that your words have been taken into account by our Management Team.

We hope to see you soon back to continue enjoying our services in Moon Palace Golf & Spa Resort.

Hasta pronto !

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.
Rancho Cucamonga, California
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed July 20, 2014

We have been traveling to Cancun for the last 12 years and of our 10 trips there, we have stayed at the Moon Palace Resort 7 times. This property is our favorite choice of all the Palace Resorts in Cancun because it offers so many various activities, restaurants and pools. It also has a fantastic spa that offers so many services! The employees are very good at making sure you feel pampered your entire stay-very attentive and friendly.

We have always traveled with kids and this property offers great options to keep them busy. Their website shows all the things you can keep the kids busy with.

The hotel is 20 minutes from Cancun airport which is convenient but it is also about an hour (or slightly more) from most of the all day tours that we enjoy going to. The airport transportation company is excellent and we have never encountered a late pick up from them.

This years trip to Moon Palace was yet another success with great family memories!

Room Tip: The Sunrise section of the hotel has the largest pool area and more restaurants to choose from, but...
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  • Stayed July 2014, traveled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Smithx3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
YENNIACALVILLO, Public Relations Manager at Moon Palace Cancun, responded to this review, July 22, 2014
Dear Smithx3,

Thank you for your loyalty! It is such rewarding to know that we are your home away from home. Comments like yours are what keep us motivated to continue to improve and always offer the ultimate level of service.

We are looking forward to welcome you back at Moon Palace Golf & Spa Resort for another “fun family vacation”!

YENNIA CALVILLO
PUBLIC RELATIONS MANAGER
MOON PALACE GOLF & SPA RESORT
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed July 20, 2014

I would like to recommend to Victor Toledo from the buffet at Nizuc. We could see that he really enjoys his job trying to do his best to satisfy customer needs. His customer service skills are exceptional.Thumbs up for Victor!!!.

  • Stayed July 2014, traveled with family
    • Value
    • Rooms
    • Service
Helpful?
1 Thank Jorge G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
YENNIACALVILLO, Public Relations Manager at Moon Palace Cancun, responded to this review, July 22, 2014
Dear Jorge G,

At Palace Resorts, we are very proud of all our employees, and we are sure that they are the reason of Moon Palace Golf & Spa Resort to be known as one of the best all inclusive Resorts. Thank you for your recognition of Victor Toledo’s service.

We are looking forward to welcome you back!

YENNIA CALVILLO
PUBLIC RELATIONS MANAGER
MOON PALACE GOLF & SPA RESORT
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 Top resorts Hotel in Cancun
#20 Spa 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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