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Reviewed 3 weeks ago via mobile

Candy was amazing when she did my holistic massage and the heat felt incredible. Benjamin was very helpful to helping us out with our massages. My husband and I got a couples massage and were incredibly relaxed.

Date of stay: September 2019
Trip type: Traveled with family
Thank Minah T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_MoonPalaceCancun, Director General at Moon Palace Cancun, responded to this reviewResponded 3 weeks ago

Dear Minah T,

Nothing is more important for us than our guest's satisfaction, thank you so much for choosing us and most importantly, for taking the time to share your very kind comments with us, we sincerely appreciate it.

We hope to have the honor of welcoming you back again soon and continue creating unforgettable vacation memories at Moon Palace Canun.

Best regards,

Ulises Sosa
e-Concierge
Moon Palace Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 3 weeks ago

I'd like to thank Moon Palace for the amazing service the provide. Many thanks to Palace vacation planner for the amazing tours, thumbs up to Salvador Mejia who was very helpful booking the activities. We will definitely come back!.

Date of stay: September 2019
    • Location
    • Sleep Quality
    • Service
Thank Lucistene
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 3 weeks ago

Dear Lucistene,


Thank you for your wonderful description. We are certainly happy to read that the service provided by our collaborators exceeded your expectations. Thank you for recognizing Salvador for his wonderful service, he will be delighted to learn you enjoyed his suggestions.

We want to thank you for choosing Moon Palace Cancun, we look forward to welcoming you and your family once again in the near future.

Best wishes,

Christian Rangel
General Manager
Moon Palace Sunrise

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Reviewed 3 weeks ago

Room was very clean with a great view.

Te Restaurants in Nizuc are good but limited selection but the great thing.... you have access to Sunrise and the Grand (using credits).

Shout out to David from vacation planner. He was so accommodating with my requests and was so prompt.

Will definitely come back.

Date of stay: September 2019
Trip type: Traveled with friends
Thank Ken L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_MoonPalaceCancun, Director General at Moon Palace Cancun, responded to this reviewResponded 3 weeks ago

Dear Ken L,

We would like to thank you for choosing Moon Palace Cancun and for sharing the details of your recent trip to Moon Palace Cancun. It is truly pleasant for us to read your very kind comments and we are glad to know you had a wonderful time during your stay.

Please come back again soon to Moon Palace Cancun, your home away from home.

Best regards,

Martin Ranfft,
General Manager
Moon Palace Nizuc

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Reviewed 3 weeks ago

We stayed here for two weeks in August 2019 with a group of 8 others.

We had originally booked an ocean front room, however after checking in and going to be taken to our room by golf cart the driver informed us that our room was on the third floor and there was no lift in Nizu . Back we went in to reception and said that due to walking difficulties we would need to be on the ground floor so our room was changed.

Nice room and very near the ocean, however the balcony/terrace was tidy and right outside was a pathway so there were guests,particularly in the morning walking and jogging along the path. The rooms proximity to the path also meant that you had to keep the net curtains always closed as people looked in.

The rest if our group was in Sunrise section, too far for us to walk and too much hassle to get a buggy so next afternoon requested a room in Sunrise and they duly obliged and this was much better.

During our 2 week stay I think we visited all the restaurants and generally we're happy with them all. We went yo the new Indian restaurant and a few of us had a chicken dish which was very, very salty so was unbeatable.

We went twice to the Teppanyaki restaurant and enjoyed both visits. The inky trouble was that you sat forva long time waiting to be served and then at the end it all became rushed as your desert was served whilst you were still eating main course.

We also went twice to the Brazilian which was very good.

During our stay .9 out of the 10 of our group had upset stomachs. The only one who didn't was coeliac so had their meals cooked separately. Wonder why?

The only real disappointment was the beach and sea. There was so much seaweed that there were diggers and lorries on the beach all day, every day from 7.30 am, and the stench from this seaweed was overpowering sometimes to the point of sending us back to our rooms. Not the hotels fault I know but a big fault of our your operator who didn't inform us of this beforehand. If you have visions of sitting on a white sand beach with a beautiful Caribbean Sea forget it. We felt really sorry for those families with young children as there was no way they could have used the beach

Room tip: Sunrise section has lifts. Nizuc doesn't
Date of stay: August 2019
    • Service
Thank Sue4442013
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 3 weeks ago

Dear Sue4442013,

It is a pleasure to have you here at Moon Palace. I am certainly honored to read that the first impressions were amazing and very positive. We are glad to learn you had a good time and that our collaborators could help you with your requests.

Thank you certainly for your understanding regarding the beach. W we are located in front of a coral reef, our beach has particular conditions that differ from the rest of the beaches in Cancun. However, the amount of seaweed is a seasonal and natural phenomenon, please be sure that our team makes the best of this.

We remain at your service and look forward to having the opportunity to welcome you and your family once again soon.

Cordially,

Christian Rangel
General Manager
Moon Palace Sunrise

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Reviewed 3 weeks ago via mobile

Irineo is the waiter at this made to order breakfast Resturant. We came every day. His service and big smile is so welcoming. We were celebrating both of us retiring and he made us a special table and effort on our last day. Ask for Irineo. You will not be disappointed.

Date of stay: September 2019
Trip type: Traveled with friends
Thank Ddr8163
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_MoonPalaceCancun, Director General at Moon Palace Cancun, responded to this reviewResponded 3 weeks ago

Dear Ddr8163,

We would like to thank you for sharing your fantastic feedback about your recent stay at Moon Palace Cancun. We are always happy to learn how to improve and also to discover the names of those who demonstrated excellence in service by exceeding all of your expectations.

Thank you for choosing us and please, come back again soon.

All the best,

Martin Ranfft,
General Manager
Moon Palace Nizuc

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