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23,113
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Reviewed 4 weeks ago

The first room we checked in to was dirty. The second one was closer to the pool and had champagne for our anniversary. Paul from the sky bar and the night club was amazing always had a smile and remember what we liked and was great at his job. We also enjoyed the entertainment staff at the sunrise pool Fernanda, Jeronimo, Ximena, Samantha, Marya, Alex, Jose, Adrian, Alfredo, Emanuel, Pancho, David and last but not least Abraham. The food was amazing. The staff at the front desk needs to train with the entertainment staff for better customer service.

Room tip: Make sure to get a room with a hammock
Date of stay: May 2019
  • Trip type: Traveled as a couple
    • Value
    • Rooms
    • Service
Thank Htreg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_MoonPalaceCancun, Director de Recepción at Moon Palace Cancun, responded to this reviewResponded 4 weeks ago

Dear Htreg,

There is nothing we appreciate more than our guest's feedback, thank you for choosing Moon Palace Cancun and most importantly, thank you for taking the time to share this review with us.

Please know we are truly sorry for the inconvenience with the room you received. I can certainly understand your frustration for receiving a dirty room in the first place, however, I am really sorry to know it has decreased so much your overall satisfaction experience, especially after the impeccable service you received from many of our collaborators who went above and beyond in order to exceed your expectations.

We hope to host you again son and change your perception of Moon Palace Cancun.

Best regards,

Jorge Mendoza
e-Cocnierge Manager
Moon Palace Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

They really know how to create very happy memories in guests.

Especially, Beatriz, who coordinated my daughter's 6 year birthday at the Kids Club/ Playroom.

They prepared piñatas, decorations with balloons, Disney Frozen theme, and they sent a birthday cake.

The staff invited all the kids to participate in the celebration and special activities as well.

Beatriz remained at our service for any assistance we needed throughout for our daughter's special day

Thank you Beatriz and every member of your team !

Date of stay: May 2019
  • Trip type: Traveled with family
    • Location
    • Rooms
    • Service
4  Thank nasdaqstoch
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Moon_Palace_Cancun, Gerente at Moon Palace Cancun, responded to this reviewResponded 4 weeks ago

Dear nasdaqstoch,

We are truly happy to know you had such an amazing time at Moon Palace Cancun, thank you so much for sharing your wonderful review which we sincerely appreciate. We are also pleased to know our collaborators Beatriz create such a wonderful moment for your daughter at our Playroom, we hope she had a fantastic birthday.

We hope to be honored with your visit once again soon, for us it is always a pleasure to host you and create unforgettable vacation memories at Moon Palace Cancun.

Best wishes,

Christian Rangel
General Manager
Moon Palace Sunrise

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Reviewed 4 weeks ago via mobile

Ramon Quevedo was a great server at La Gondola Italian restaurant at Moon Palace. Ramon took great care of us and made sure that our drinks were never empty. The food was amazing! We got the lamb and short rib and both were soooo good!

Date of stay: May 2019
Trip type: Traveled with family
1  Thank Danielle M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Moon_Palace_Cancun, Gerente at Moon Palace Cancun, responded to this reviewResponded 4 weeks ago

Dear Danielle M,

Thank you for choosing Moon Palace Cancun and for sharing your kind comments with us and the TripAdvisor community.

We are delighted to learn you had an amazing time at our restaurant Gondola and thank you for recognizing the amazing service of Ramon.

We hope to have the opportunity to welcome you once again in the near future and exceed your expectations.

Kind regards,

Christian Rangel
General Manager
Moon Palace Sunrise

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago via mobile

The hotel is beautiful. The staff are extremely helpful and hard working, our favourite was Paola who was very patient and helped us to book everything and accommodate our daily activities, she gave us very good advice for places to visit and stuff to do. During our stay the sea was with a constant mass of seaweed -but this can't be helped. The activities available during the day take your mind off it. Snorkelling trip is a must. Will be visiting again, Thank you for making our trip so enjoyable.

Date of stay: May 2019
Trip type: Traveled solo
1  Thank mine2rien
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Moon_Palace_Cancun, Gerente at Moon Palace Cancun, responded to this reviewResponded 4 weeks ago

Dear mine2rien,

We would like to thank you for choosing Moon Palace Cancun. Your feedback is quite important Paola, collaborators like her are a true asset to Moon Palace Cancun and also a very important part of our team.

We hope to host you again soon at your home away from home and exceed your expectations.

Cordially,

Jorge Mendoza
e-Concierge Manager
Moon Palace Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago via mobile

Karla Elizabeth Nicola Brenda and Louisa are all great, the Xbox is good for the older children and the trampoline and the toys are good for the young kids, along with the carousel. The ladies try to take the children out to the pool
Area for fun as the playroom is on the small side.

Date of stay: May 2019
Trip type: Traveled with family
Thank JWyatt2019
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Moon_Palace_Cancun, Gerente at Moon Palace Cancun, responded to this reviewResponded 4 weeks ago

Dear JWyatt2019,

It is a complete pleasure for us to read your review and learn more about the magnificent vacation experience you have had during your stay at Moon Palace Cancun. Thank you very much for your trust and preference.

Undoubtedly, our great collaborators were an important part of their experience, so be assured that Karla, Elizabeth, Nicole, Brenda, and Louisa will all receive your kind comments and will be recognized for their amazing service at our Playroom.

We hope to welcome you and your family again soon at Moon Palace Cancun, we will be waiting for with arms wide open for your return.

Best regards,

Martin Ranfft
General Manager
Moon Palace Nizuc

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