Moon Palace Cancun - All Inclusive , Cancun

Address: Carretera Cancun-Chetumal Km. 36.5, Cancun 77500, Mexico

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Hotel name: Moon Palace Cancun - All Inclusive
Hotel stars:
Hotel rooms: 2433
Adults only: No
All inclusive: Yes
Restaurants 10
Internet Free! WiFi is available in public areas and is free of charge.
Parking Free! Free private parking is available at a location nearby (reservation is not needed).
Pets allowed No
Checkin: From 3:00 PM
Checkout: Until 12:00 PM

Moon Palace Cancun - All Inclusive
RATING

8.1
8.1 / 10
booking.com
4.5 / 5
tripadvisor

WONDERFUL




We Love Moon Palace Cancun - All Inclusive

Experience World-class Service at Moon Palace Cancun - All Inclusive

One of our top picks in Cancún.

The Moon Palace Cancun - All Inclusive is set in Cancun, steps from the beach and rooms include a 2-person spa bath. It features a full-service spa and a 27-hole golf course designed by Jack Nicklaus.

Every room includes a flat-screen satellite TV. All rooms offer a minibar, a liquor dispenser and a private balcony.

The Moon Palace Cancun - All Inclusive boasts 2 lagoon-style outdoor pools. It also features a state-of-the-art gym and a children’s pool. Guests also enjoy a wave simulator. Beauty treatments and a salon are on-site. Transportation from the lobby to nearby Palace Resorts is available. On-site car rental services and a travel agency can help guests at the Moon Palace Cancun - All Inclusive explore the area. Shops, restaurants and entertainment are nearby.

Guests at the Moon Palace Cancun - All Inclusive can dine at any of the 15 different restaurants and 12 bars.

Guests have free access to the Moon Palace Cancun - All Inclusive's sister hotels in Cancún. Except Le Blanc.




Moon Palace Cancun - All Inclusive
RESTAURANTS (10)

1
Bugambilias
Food: No information available
Open for: Breakfast, Lunch, Dinner
2
Momo
Food: Asian
Open for: Dinner
3
La Gondola
Food: No information available
Open for: Breakfast, Dinner
4
Palapa Fragata
Food: No information available
Open for: Lunch, Dinner
5
Palapa Barracuda
Food: No information available
Open for: Lunch, Dinner
6
El Manglar
Food: No information available
Open for: Breakfast, Lunch, Dinner
7
Arrecifes
Food: Brazilian
Open for: Dinner
8
Los Caporales
Food: Mexican
Open for: Dinner
9
Palapa Delfines
Food: No information available
Open for: Lunch, Dinner
10
Palapa Pelicanos
Food: No information available
Open for: Lunch, Dinner




Moon Palace Cancun - All Inclusive
MAP



Moon Palace Cancun - All Inclusive
, Cancun Map
Moon Palace Cancun - All Inclusive , Cancun address:
Carretera Cancun-Chetumal Km. 36.5, Cancun 77500, Mexico

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Reviews:


Excellent:
67%
Very good:
20%
Average:
7%
Poor:
3%
Terrible:
3%



Denver, Colorado
2017-10-12
 Swim up suite
Our all-inclusive Swim up suite was comfortable with King bed, hot tub, covered patio and direct access to pool. Plenty of drawer space for folded clothing. Closet space and hangers somewhat limited. Sodas, beer, juices and small snacks in room; refilled as used(sometimes had to request). Disappointed that our 3 families were unable to have adjoining/contiguous rooms and about limited shopping variety at the resort.

Boston, Massachusetts
2017-08-12
 5th visit to the Moon Palace and it's been great every time!
My family and I have had nothing short of a great experience at any of the Palace Resorts in Mexico. Moon Palace has more than enough features & benefits on property to have a wonderful time and the service has been great as well. - Continue to provide this level of experience and we'll continue to be loyal customers. Next up is Moon Palace Jamaica

Saint Louis, Missouri
2017-10-12
 Overall very good...the resturant THE GRILL at The Grand was the best part of the entire trip!
We just got back from staying inside The Grand at the Moon Palace in Cancun....the overall experience was very good (3-4 stars) but could have been better. I would definitely give the restaurant THE GRILL a 5 star rating (if not diamond rating)....they are the only reason that my husband and I would definitely come back. We ate there every day because we absolutely enjoyed our server Rogelio Escoto and his team (Vicente, Jonathan Mari, Felipe Cereino, & Mauricio)...they were the best ever! They made us feel so relaxed, respected, & welcomed! I will never forget my special coconut drink! We had so much fun with them and they are what made our trip amazing. Some of the workers at the front desk and the store Boardwalk inside the lobby were rude and not clear on what they were doing. They could have more friendly and have more knowledge of their job! Our shower in our room had no water pressure at all. It was a great trip but still could have been better! On a positive note the pools, drinks, & activities were amazing!

La Quinta, California
2017-10-12
 Great place
The moon palace’s three resorts are all nice but the Grand is the best by far. It is both beautiful and the service is outstanding. The steak house restaurant is as good as any steak house in the US. Most of the restaurants are very good

Ely, United Kingdom
2017-10-12
 Brilliant holiday
Have just returned from a week in the Moon Palace, this place is absolutely massive and amazing with it there is nothing to want for at all. The staff go all out to help with any thing you need, the food and drink is all top shelf. The weather, beach and pools are great more sun beds than I've ever seen. Pedro at the La Selva pool kept us entertained with the volley ball.Amazing "will be back" for next year.


Cancun, Mexico
2017-10-12
 A massive disappointment with service - Go elsewhere if you have a choice
The moon palace looks grand but falls short in terms of service from front line management. Not only do they pretend to care and listen to your requests as to room type such as a king bed, or early check ins, they make you feel like you aren't having a grand experience. It's simply overbooked, over run by group bookings so whatever you request, you won't get it. As an example, I called management weeks before arrival and days prior to confirm room and bed types, and still when you open your room door waiting to relax, we noted the beds were the opposite of what was promised. Calling the front desk, resulted in nobody resolving the situation but referring you to call a PR line. More than half an hour later, they let you know in a 1000 room hotel, there is nothing they can do. The safety of my kids was not important to them, they simply insisted I join two beds or they could provide the four year old have a ore separate bed he could roll out of. The concierge is extremely happy to take 2 hrs of your time to sell you a repeat visit and offer pirate ship cruises and spa credits should you want to oblige but for what? A hotel where even getting breakfast at the buffet a few minutes later than closing was an issue. I was happy just to get some scraps from the kitchen which were not muffins and sugary treats they pointed us to. Understand this hotel should be avoided given its at capacity. It's new, it looks great but they just can't handle simple items that can make a tired traveler with two young kids feel special. The look is grand but the service is atrocious. Should you be without kids, you may fare better. I will not be returning to the grand at Moon Palace.

Dartmouth, Canada
2017-10-12
 The Grand At Moon Palace is Grand!!!!
My husband and I had the pleasure of staying at The Grand at moon Palace from 2-9th Oct all I can say is Wow we loved the place. We travel at least twice a year and have stayed at Sandals, Dreams, Secrets Resorts to name a few but we fell in love with Moon Palace and its amazing staff. From the speedy checkin at 9am on a Monday morning to our breathtaking room building 87 room 332 it was a holiday to remember. The resort has something for everyone from it's beautiful well manicured grounds , its adventurous water park. Flow Rider, Play Room and lots of food choices a la carte service is very good in the restaurants. Also liked the lobby to lobby service between the 3 properties very efficient. Pools are amazing as is the service at the pools. All of the staff did a great job of course the are always a few stadouts. Angel in the buffet was my fav he was always there to assist us wish I could remember a couple more staff the guys at the Persian Restaurant were great as well. Waiters at the pool bars the bast to date. Everyone did an amazing job representing Palace resorts hope to see you soon!!!

Wilmington, Delaware
2017-10-12
 Vacation and Wedding
I have just returned from The Moon Palace, where I and members of our group stayed at the Nicuz. This place is amazing. I was here for 6 days. Everyone was accommodating and so ready to help. They knew what I needed before I did!! Family members ate at El Manglar and Macedonlo Sulub was great, so pleasant and helpful! On our last night we had a party of 10 and ate at Los Caporales, the food was great and they even accommodate some of our party with items that were not on the menu. I apologize for not remembering our waitress name, but she provided us with outstanding service. And the gentleman who did the presentation with the margaritas on the platter was great. The food at Arrecifes was delicious as well . I had never been to Mexico before and I hope this is not my last time. However, I will definitely recommend my friends to look at this resort for the accomodations. When I got home I felt I definitely, know what a vacation is suppose to feel like!!!

Glasgow
2017-10-12
 Holiday of a life time
Just back from a holiday of a life time in the Nizuc section of the Moon Palace.As others have given fabulous review I am not sure what I can add, but wanted to give our honest thoughts on this lovely resort.Check InFast efficient check in, offered cold drink and food, which was appreciated after our long flight. David showed us to our room, and offered advice and tips on getting around the resort and what it had to offer. This was much appreciated as it is huge and any help was received gratefully.RoomOur room was lovely and what we expected, 2 double beds (although one bed possibly a bit small for two adults), a lovely Jacuzzi bath (it would have been good to have a step to get in and out for shorter guests, but it was used every day), “bar” with spirit, beers, could drinks restocked every day.The room was spotless and the Housekeepers worked hard to make sure it stayed that way.FoodWhat can I say, best food every on a holiday, we were there for two weeks and didn’t eat in the same restaurant twice at night, the choice was amazing. This is our thoughts on some of the we ate in.El Manglar – Buffet, had breakfast here every morning. It was lovely and airy and the choice of food, most of which was freshly made to order was great. Staff amazing.La Gondola – Italian restaurant, our meal there was lovely, with attentive staff.Arrecifes – Brazilian restaurant, not our favourite, but we had just come back from a long day on a trip so we might not have been in the best of moods. Los Caporales – Mexican restaurant, left this to our last night, what can I say, a big mistake, amazing food, one of our best meals. A big thank you to Alejandro and Enrique who looked after us. The demonstration of how to make Guacamole and the Mayan Coffee were such a nice touch, thank you both.Habibi- Lebanese restaurant – something different with the best kebabs in town.JC Steak House – Steak restaurant – one of the premier restaurants, you have to book, it was OK, had a better steak in the Grill at Sunrise.Le Chateau – French restaurant, I think they see this as there number one restaurant, formal dress and no children, have to book. Sorry it wasn’t for us, food not great and service could have been better.BeachThe beach is beautiful; the problem with the seaweed is only at the waters edge, which they do their best to rectify a few times a day, no big hassle for us.Pools/Entertainment StaffWe found the pools great, spent most of our time there, found seats with umbrellas whatever time we arrived. The Entertainment staff were great, can’t remember all their names, but everyone was good fun and wither you took part in the activities or not they keep us entertained.Resort CreditsNow if you do your research you should know that there is a 16% tax to pay, you have to pick what you use them for to get the best deal. We used them for the SPA (which was out of this world, please go if you get the chance), the swim with Dolphins (which was great) and the Romantic Meal (which was our best meal of the whole trip and such fun with the waiting staff and singer). So I would say, they are great to have and not sure if we would have done the above without them.Sorry this has turned out longer than expected, but the places is amazing, but what makes it that way is the staff, what lovely people and a credit to the company. Rest assured we will be back. Thank you all for an amazing holiday.

Accrington, United Kingdom
2017-10-12
 Excellent
Amazing hotel and staff. Wanted to stay here for ages and managed to get a good deal. We stayed in the Nizuc part of the complex (rm 6900). From getting off the coach we were impressed with the place, we were shown to a private check in room where there was food and drink served prior to checking in. We were informed that we had been given a free upgrade which was a bonus.Our room was perfect with a view over the gardens to the sea. The room itself was ver comfortable and well equipped with a decent size safe and the all inclusive mini bar with optics was very good indeed.The staff were very friendly and helpful and couldn't do enough to make the stay superb and unlike some hotels we've stayed in they weren't hanging around hinting at tips every time they did anything...The choice of eating options is extensive and the quality of food was very good, there was always something for us no matter what we fancied. As usual we didn't see any of the night time entertainment although the people we spoke to were impressed with what they had seen. During the day there was activities going on around the hotel but there was no pressure from the animation team to join in if we didn't want.While we were there there was some maintenance ongoing (we were told about it when we booked), that said it was well organised to be as unobtrusive as possible and it wasn't really a problem.The only issue we had was the "resort credit" staff. It seemed like a good idea at first but once we spoke to the guest services staff to activate it it seemed to be more of a timeshare sales pitch - he was more interested in getting us to go to the sales meeting than explaining what the resort credit could be used for - we didn't choose to go to the meeting and the credit was not activated. The guest services staff spent most days phoning either the room or my mobile phone to try and get us to go back and activate the credit which became a bit annoying to be honest.Still that was a minor issue and it would not put us off going to the hotel again in the future.

England
2017-10-12
 Another great visit to Moon Palace
This was my second visit to Moon Palace and once again we stayed in the Grand section of the resort. The only thing that was very disappointing was that this part of the resort is no longer for adults only which made the pools and whole area much more noisy and less serene than it was last time. Yes, there is an adults only pool but it was so much larger than the original one and not as friendly. The rooms were exactly as I remembered, beautiful. We ate at five star restaurants every night and the staff in all restaurants and bars were amazing. Polite and friendly while still being professional. Nothing was too much trouble for any of them. Our favourite restaurants were the Brazilian, Le Chateau and Momo. We were both disappointed with the two Mexican restaurants as the menu choices were fairly diverse - hate to say it but most Westerners, if we're honest, want fajitas and the like. Sounds awful when you're in Mexico but it's true. Similar point for the Gondola - where's the lasagne and spaghetti bolognese? Sorry. The staff are a credit to the palace resorts and the resort itself was spotlessly clean. I also loved the little cats at the grand - they are SO cute and no bother to anyone. I imagine they help keep the vermin at bay where food is around. We saw the racoons too which are gorgeous. . Rumours are abound about changes to Moon Palace and I implore you - please don't change the Grand any further or split the resorts up. It would be a disaster to guests. The new water park is good fun although not fully open but I fear it may ruin the Grand for adults. Our Thomas Cook rep, Hannah, was excellent and certainly knew her stuff - Hannah - MELON. Overall another fantastic holiday.

The Villages, Florida
2017-10-12
 Moon Palace Grand
We just stayed at the Moon Palace Grand and it was a good vacation. Would not say Great yet, but it will get there. Can’t say enough about our Butler, Hector. He was the best. Made thing so much easier for us. Also would like to give thanks to Francisco. He made everything so easy for us prior to our arrival. Eduardo showed us the Resident Room and it was nothing but spectacular. Hats off to him for that.

Queen Creek, Arizona
2017-10-11
 Moon Palace Grand truely is "Grand"!
I have been a member of Palace resorts for some 12 years and the new Grand Moon is by far the most spectacular of all the resorts. It is truly 5 star, the new 'al a carte' restaurants are all open and very nice. The waterpark is a very nice addition for the kids and families. The standard Jacuzzi suites at the Grand are much bigger than at Sunrise or Nizuc, or at least appear that way. The adults only pool was very nice as well. The bottle service cabanas' and food service is a welcome touch. The nightly shows are much improved and the new Grand theatre is a perfect venue for them. All in All, the new Grand was well thought out and the planning was impeccable. The improvements to the wine selection and access to the numerous sommeliers in the various restaurants was a very welcomed addition. My overall experience was excellent, Top Shelf all the way!

User
2017-10-11
 First Timers
We stayed in the Presidential Suite just above the old Lobby and it was outstanding. We had a transportation stop on one side and the Caribbeanio Restaurant and pool on the other with the beach only 50 yards away. Would truly recommend it to anyone. ⭐️⭐️⭐️⭐️⭐️

Wigan
2017-10-11
 What an amazing experience PlattJ
We have just returned from The Moon Palace Grand after staying for 11 nights at the end of September.Moon Palace Grand by name and Grand by appearance. The Lobby area on arrival was breathtaking, we had no problems booking in and we were taken to our room 321 in Block 85.The resort is very big, and the Golf Carts were a welcome asset.Room The room was spacious with 2 double beds quite comfy and double sinks in Bathroom, enough space for your clothes and a big spa at the bottom of the room.The only criticism was that the balcony was not covered and open to the rain so could not dry wet clothes, every alternate rooms on the 3rd floor had this problem, and we really should have asked for a change of room as it did rain quite a bit. Also there was no ceiling fan in the room only a wall air con which was very noisy, You either turned it up high and be very warm in the night or put up with it. I found it strange the the lights to the bathroom were inside and not on the outside wall. The room was stocked daily with soft drinks and Beers and the maids changed the towels every day. I heard that this was an older block and the newer blocks had better lighting and all the balconies were covered. Overall this was a big room quite adequate for 2 peoples needs.RestaurantsI had read over the last few months the problems regarding queuing for meals in the Buffet Restaurants and the a-la-cart Restaurants.We found absolutely no problems in eating at whatever time we wanted. Obviously in July/August there are more families with Children, and yes they did have problems waiting. So if you want easy dining come out of School Term time as the Grand was only really about 50% full in late September.We ate at the 3 Buffet Restaurants in the Grand, Nizuc and Sunrise, but found the Grand to be slighty better in terms of quality and choice. We also ate at 5 a la carte restaurants The Brazilian, Asian, French, Italian and J C Steakhouse. Overall the food in all 3 sections was outstanding, and the restaurants were beautifully decorated.The only bad meal was at the J C Steakhouse were the steak was underdone even when i sent it back. The buffet restaurants are all waiter service and they cannot do enough for you, even carrying you plate to your table, and always so friendly. I would say the nicest meals we had were at the Asian (like Chinese) and the French which was exceptional. You would pay a lot of money in England for that quality of food.Pools/ BeachYes the Beach is a real disappointment. Very narrow and full of Seaweed. There were people on the beach but hardly anybody in the sea. However the pools made up for this as they were outstanding, the large pool at the Nizuk was really big and the beautiful Adults only pool at the Grand. There was other pools as well quite spread out and you did not have to get up early to secure a bed or Parasol as the pools were not full being out of season. As i said there were golf carts taking you anywhere in the 3 sections.You could go to the Sister Hotel Beach Palace at a cost of 800 pesos (£36) return in a taxi for a nicer Beach if you wanted to.Resort CreditsWe used the credits for 3 things. A trip to the Isle of Mujeres unfortunately it rained all day, a wine tasting experience, but the best was a couples Holistic Massage and use of the Spa Facilities This was truly amazing, the SPA was absolutely breathtaking and well worth the money. We only paid 16% of the cost in tax for all 3 items, the SPA cost us just under £40 for the both of us, well worth the money.WeatherOf the 10 days we were there 7 were hot and humid with some cloud, 2 days it rained all day. and the 3rd day very cloudy with spells of rain all day. We had showers late afternoon some days and early evening and night. September is the wettest month in Cancun, so be prepared for spells of rain and into October. But it is hot and very humid so need good sun tan protection.Overall as i said the GRAND is amazing, the place is very clean and the gardens are always well kept.The staff are so friendly and were ever you went they were always smiling, and could not do enough for you either in the restaurants or in the general areas of the 3 sections. I Believe they are making the GRAND exclusive to members only and if you stay at the Nizuc or the Sunrise will have to pay to visit the GRAND , and the price to stay at the GRAND is increasing in October. So i was very lucky to stay here before it went exclusive. Thanks to all for a memorable Holiday

Aberdeen, United Kingdom
2017-10-11
 AMAZING!!!
We have just returned from our best ever holiday, our eighth visit to Mexico, but our first at this hotel....we cannot express highly enough how amazing it was...opulent , indulgent and truly magnificent!!! One of our highlights was the couples massage a must!!! A big thank you to Nativydad at the Awe Spa..The staff are truly the jewel in this crown...Nothing is too much trouble, they humbled us with their attention to every whim....The restaurants are beyond good...we especially enjoyed JC Steakhouse and also the Grande Buffet where Fernando was especially welcoming and attentive.Would we come back??? You bet!!! Where's my passport I want to go back!

Harrogate, United Kingdom
2017-10-11
 Fantastic Holiday !!
We have just returned from two week holiday at Moon Palace Nizuc and after this being our 7th visit to the resort, I can honestly say the service and support from all the staff remains at the highest level. In particular I would like to give special thanks to Angelica (nizuc pool area manager) who gives excellent customer service, heckner and Jorge who works in the Mangler restaurant, always there to greet you with a smile and offer excellent service and lastly Antonio who is a chef in the Mangler restaurant who makes the best poached eggs . All these people contributed to the phenomenal service and experience of staying at moon palace. Highly Recommend this hotel or the Grand moon palace to anyone looking for a fabulous break away. Thank youMags and Justin March

Cleveland, Ohio
2017-10-11
 Best Service Ever!!!
Me and my husband have had the best experience ever here the staff is awesome!!! They are all very nice me and my family got mani and pedicure's by Jose Eduardo, Fatura del Rosario, Mayra Perez, Nidia KU, Ana Cuellar, and Anya Elena they did an amazing job taking care of us! And I could not be any more happier with there service! I would recommend Moon Palace to anyone the staff is great!

Fort McMurray, Canada
2017-10-11
 Fun with some friends!
Moon Palace has done some add-ons to their resort and we wanted to share that with our friends. It was a very relaxing and enjoyable trip! It was also my husband's birthday while we were there and he was treated very special that day, including having our pool cabana all decorated by our pool concierge for him upon arrival in the morning!

User
2017-10-11
 Huge luxury resort
You can't go wrong with the palace chain resorts. Having said that, Moon Palace is one of the older ones but still huge and beautiful. The spa at Moon Palace is one of a kind. Also, if you like golf, this is the place to be. The quality of the buffet and restaurants is excellent.

Derby, United Kingdom
2017-10-10
 Holiday to Mexico
The hotel was fantastic: the views were amazing, it was very clean and the staff were very helpful. The dining waiter we had for most of our holiday was named Maczdonlo Suldb, he was welcoming, helpful and very polite. He was always there to help carry our food and top up our drinks when needed. We would definitely recommend Mexico for a family holiday especially at the Moon Palace resort. For sure we would visit Mexico again.

Walsall, England, United Kingdom
2017-10-10
 Holiday & wedding in Mexico
What can I not say about this place your every whim is catered for the place is truly amazing from the people to the facilities it really is palatial. You have such a variety of places to eat/drink and to chill, nothing is.too much trouble for the staff whether you tip them or not. The rooms even the standard room are beautiful and your every need has been thought off. I would like to mention the exceptional service from Miguel Angel Diaz Alpuche & Mario Garcia from the Caribeno and to the most kind and helpful Perla Rodrigues who made our holiday perfect

Rogers, Arkansas
2017-10-10
 Amazing as usual
This is our 6th time to stay here. First time with kids. We loved it. The resort is getting bigger and better every time we go. The new restaurants choices are great. My kids loved the crepe station. They ate 2 per day. Our favorite food was from the new Lebanese restaurant called Habibi. Our waiter Edgar and his assistant Adrian were great. They made great recommendations and helped us to try everything on the menu. Their service was phenomenal. The kids enjoyed the belly dancer show that came through the restaurant. The Paul Ponce juggling show was great fun. The Michael Jackson, Beyonce/Gaga and Lion King shows were a little hokey.

Toronto, Canada
2017-10-10
 Amazing service
Excellent service. Amazing hotel. Our boys had a blast. We had a misunderstanding regarding access to the waterpark at the Grand section. (Things had changed since we had originally booked the trip months ago). We mentioned this in the resorts survey and within hours we were contacted by guest services. We were contacted by Yennia Calvillo; the public relations manager and immediately given access to all the amenities in the grand section. The service, the food, the kid section all is excellent. We have been to many resorts over the years and have never gone to the same place twice..... we will be coming back to moon palace.

Fife,Scotland
2017-10-10
 Mrs Scally
Excellent wedding planner from the date we booked to our big day Laura kept in touch throughout the moon palace is an excellent place to get married service. Food and beach was great I would highly recommend this placeMore

London, United Kingdom
2017-10-10
 Nice hotel but never again
I stayed in the Moon Palace golf and Spa hotel in Nizuc on the last 2 weeks of September with my family. All the waiters and bar staff throughout the hotel are amazing and pay attention to every detail giving you the best possible service, especially Carlos V.C and Efrain [--] who work in the buffet breakfast every morning. The pool entertainment staff are hilarious and work extremely hard putting together games and activities to do through out the day and fun evening entertainment. Andrey, Rodolfo, Vivienna, Juan Carlos, Carlos (Charlie brown), Vanessa, Jorge, Caim, Rodger and Joel all made our holiday the best it possibly could be! However when it was raining you start to see all the cracks in the hotel. There were many leaks in customers rooms and throughout the main hotel lobby where they had to put buckets everywhere to catch all the water. The rain even caused the parts of the ceiling on Pez block to collapse which could of been a real health hazard. Whilst we was on our holiday we asked to purchase two trips using our resort credit we was told we could use, however the resort credit can only be used on a small amount of trips otherwise you have to pay extra. We was given a price by Edwardo who was a sales consultant in the hotel and was told we can only get this price for Xel Ha and Coba and Tulum tour if we took a tour of the Moon Palace Grand- (IT'S ALL TIME SHARE DO NOT TAKE THE TOUR! it took 2 hours and was a waste of time!) After the tour we went on to book the tours we wanted. However the staff we saw did not check with us or go over any details of the tours we wanted to do, she sat there in silence and tapped onto her computer until she said these are your tickets and did not even tell us which one was were which leading to us eventually going on the WRONG TOUR. When we returned from the WRONG TOUR we asked to talk to a manager as they was asking us to give them over £300 which is over 6000 pesos on a tour that you only see 3 Cenotes and was too dangerous to go in and snorkel as the cenote current was too strong and looked like the river Thames, it was also to dark to even see your feet as advised by our tour guide. When my family had got back to the hotel and spoke to the Public relations staff that we had been booked onto the wrong hotel they did not apologise once and they told us we still had to pay the money. When we asked for the manager the women called her supervisor- Oscar [--], he was standing less than two meters away and could see that we was upset refused to come over to see us. She even called his name and pointed to her mobile for him to answer and only then he did. Once he came over again he did not apologise once for the mistake the hotel made and did not offer any compensation or for the trip we originally wanted which was Xel ha. The sales staff at Moon Palace hotel only want your money, if there are any problems the staff do not care for you at all. Oscar [--] showed us no sympathy or care that this experience had ruined our holiday and just wanted our money when the hotel clearly make enough that they could of written off especially due to the fact it was there mistake. Oscar [--] was extremely rude to us and showed us time and time again that he does not care about customer's welfare. The most Oscar did was discount the trip 50% which still meant we had to pay over £150 which is over 3000 pesos for a trip that we did not want as we had already been to other Cenotes in Mexico and was promised a trip to Xel ha. What was worse it that we was eventually told that Xel ha was not even sold in the hotel, even though we was offered this by Edwardo and Andrea from the sales staff. Meaning we was lied to from the very beginning which you would not expect in a 5* resort which you paid over £8000 to stay at. We was left very disappointed in the hotel and its staff and would not recommend this hotel to anyone. All our credit goes to the bar, restaurant and pool entertainment staff as they work extremely hard day and night and made our holiday as good as it could of been.

User
2017-10-10
 Love
The staff, room, food, activities and drivers are ahmazing! Had so much fun. Enjoy every bit of my stay. Didn’t want to leave. And the massage I received was AHMAZING from the spa!.tge clubs, the music and drinks were all top shelf!More

Bean Station, Tennessee
2017-10-09
 Vacation Paradise
My husband and I visited Moon Palace Resort for the first time and stayed in Nizuc. We were privileged to have a wonderful Concierge, Heriberto!!! He made sure our visit was perfect! Our room was everything and more than expected. Guadalupe always came with a smile making sure all was neat and clean, thank you for your hard work to make my visit relaxing! Our pool was the best!! We considered visiting others on the resort but our Pool Concierge, Erik kept us at Nizuc with his charming personality and caring service, I hope our paths cross again. My husband and I dined in the Italian Restaurant, once again our service over the top!!!! Our server, Miguel Moreno explained the menu, helped us to make excellent choices, then spoiled us with a beautiful Strawberry flambé! We also indulged in the spa services at Moon Grand, each one was a much added relaxation to our stay! My favorite was our special couples massage! Wow! Our therapist, Mercedes and Lizbeth gave us a memory of a lifetime!!! Superb ladies! Thank you to everyone! Hospitality was over the top! I so hope to return and do it all again! Tennessee

Guayaquil, Ecuador
2017-10-09
 INCREDIBLE VACATIONS
We spent four days in the hotel. Many restaurants with excellent food and service, you definitely should try "Momo", Tepanyaki food. Complete locations for the whole family, special place for kids and teenagers.More

User
2017-10-09
 Amazing facilities, food and service!
Recently visited Moon Palace & were amazed with the resort itself and had some of the best meals of our lives! So much variety and delicious buffet and sit down options. We loved Momo’s, JC Steakhouse and the sit down Mexican restaurant, which I can’t quite remember the name of. Of course the bars weren’t so bad either...Our favorite spot to visit everyday was the Swing Bar by the pool at the Sunrise. We went during the day while at the pool to see our favorite bartender Miguel (The Godfather) who was incredible. Great drinks, wonderful service and an added personal touch that made us excited to see him everyday. Then after dinner we would always go back to the Swing Bar to visit the night time bartender Ricardo Gonzalez who was amazing and took great care of us. He made everything fun and had great recommendations. Each one added something special, was so happy to serve us and made our experience one that we won’t forget. They gave us some great laughs and when we come back it will be to visit them at the Swing Bar!

User
2017-10-09
 Moon Palace Nizuc and Grand
Excellent customer service, great new restaurants on the Grand side, enjoyed nightly entertainment choices and not having to leave the resort for a thing if we didn't want to. We also enjoyed the September occupancy versus August full last summer (2016).More

User
2017-10-09
 Great Room and Food, Sub-par Beach
Our ocean front room was fabulous, five star quality. The dining was also top notch, five star offerings. The beach was a disappointment. Murky water, lots of seaweed despite the staff's efforts to keep the beach clean. As a result, few people used the beach and the pools were incredibly crowded. Worse, people seem to get up at 5am to "claim" a pool chair. By 7am every day all the pool chairs were claimed with few people sitting on any of them. Many remained "claimed" the entire day yet remained unoccupied the whole day. Staff did nothing the enforce the "cannot claim chair" rule. Because the property is huge and people prefer the pool to the beach, good luck getting chair anywhere near the adult pools unless you camp there overnight! Also, because the property is so large, if you room is on the fringes, you will have a long walk (or wait for the shuttle bus) to get the the main dining areas. If the beach and pool experience were better, I could easily award Moon Palace a Five Star Rating.

User
2017-10-09
 Fantastic
Me and my husband visited moon palace for our honeymoon, we stayed in room 6810 ocean view suite. Everything was fantastic. all the staff were pleasant and friendly, they couldn’t do enough to help. There was two members of staff who stood out to me; each day they were delighted to see us and it was their pleasure to serve us. The attitude on these members of staff are impeccable..... Cesar Donuy pool service nizuc..... and Alejandra food court ( ice cream service) Nizuc. What a warm welcome we got each morning and lovely conversations we had. There is no need to leave the hotel, the food and activities are amazing. We are going back next year.

User
2017-10-09
 Amazing 10th Wedding Anniversary!!!
Decided to visit the Moon Palace to celebrate our anniversary along with our 2 children, 3 & 1 years old.We were recommended to stay here after speaking to numerous friends and family members who have been here before. Despite this, the hotel surpassed our expectations in many ways. The hotel was beautifully decorated, the room was spotless and spacious with a hot tub that fit the 4 of us in. The restaurants were beautifully set and served delicious food. There are so many restaurants we didn't even get to all of them. We were waited on by friendly and helpful staff. The waiting staff even sang us a special song on our anniversary and surprised us with a little cake. A special mention to a hostess Ingrid of one of the restaurants at Sunrise who had spotted our son liked paw patrol and bought him a colouring book. It made his day and was a really kind and thoughtful gesture. She was a lady we will always remember as she was so warm and welcoming. We had an amazing holiday and 10th anniversary to remember.

Southampton, United Kingdom
2017-10-09
 Our stay at the Moon Palace September-2017.
My wife and I returned from a 2 week stay at the Moon Palace on the 26 September-2017. This was our 3rd visit to the hotel, our first visit was in 2005, and we were given overnight accommodation at the Moon Palace in May 2016 as we were transfered there by Thompson after our flight was delayed by 48 hours. This turned out to be a great move as we was amazed at just how much the Moon Palace had changed over the years. This time we upgraded our room to a superior delux seaview room and when booking our holiday requested to be given accommadation in the Nizuc section which is central, and I also sent an email to the Palace group requesting this. On our arrival we were given the room 6324 which is on the top floor of the block called Alcatraz, and to be fair we couldn't have been better placed as it was literally a 5 minute walk to the beach and main pool and a 5 minute walk to the Nizuc lobby where some of the internal resturants are located including the breakfast buffet restaurant. ONe thing to be aware of, is that this block doesn't have a lift to the top floor, but on the plus side it's only 4 short flights of stairs to the top floor. One thing is for shore, you won't go hungry here, every restaurant we tried was of the highest standard with great food and wonderful service. One restaurant which stoodout was the steak bar which is located in the grand, the newest part of the complex which is just a 5 minute buggy ride from the Nizuc lobby. The staff who worked in the Nizuc section were all absolutely outstanding, from the ladies who welcomed us each morning into the breakfast buffet, right through to the room cleaners. There is however a need to bring special attention to a few people. The first is the poolside concierge, who's name is Erik. This man went above and beyond, on a daily basis he made a point of taking time to speak with us, offering assistance and help on every occation. On our final morning around the pool as a lovely show of effection he presented us with 2 pieces of chocolate carrot cake with strawberries, absolutely brilliant. The pool entertainment team were also great and a special mention goes to George, Charlie Brown, and a lovely lady called Bebianna. The poolside waiters also deserve a special mention as they worked so hard by serving drinks to customers around the pool. By ending this review, I ask myself this question, would I return to the Moon Palace, my answer is yes, in a heartbeat, but may'be when my 2 grandchildren are old enough to enjoy all that this outstanding hotel has to offer.

User
2017-10-09
 Good holiday - Room for improvement
I have to say this hotel has loads of really great features the bar and restaurant staff being one of them but the few 'cons' this hotel has really let's it down ( probably to a 3.5 star on this occasion ).This was my second time at moon place but my first time having to deal with some of the activity teams as last year they was all planned for me and they are outright rude, I can't remember the name of the lady ( she has glasses ) on the activity desk but she essentially laughed in my face on one occasion.Also the "romantic dinner" was a huge disappointment. I booked this expecting it to be on the beach as advertised but due to the weather this was changed to indoors what's fine but at no point was this communicated. The room they put us in was not romantic at all ( it was the check in room! ) and two other couples walked out due to the food. Our room also flooded on one night and when we rang reception they made us feel like we was luring insisting they need to "verify" this.. a bell boy came and moved us extremely efficiently however the lack of communication after from management is shocking, id of expected ancall to see if my clothing/items was okay.. that never happened.Good points is the food, pools and rooms when they don't leak.I'd like to say I'd go back to moon palace but I'd have to have a serious this.

liverpool uk
2017-10-09
 What a fantastic holiday
this was our first visit to moon palace and loved every minute of it. We stayed in Nizuc rooms are lovely cleaned every day nothing was to much trouble. All the staff are friendly. Pools are lovely no trouble getting a sunbed. We went over to the grand and only one word WoW. Our favourite restaurants were Jc steakhouse and momos. Could not fault moon palace everything about it was perfect. JUAN CANTO. MULEDSAID SULUB. And JOSHUA ACOSTA. From the buffet at nizuc are 3 of the most hardworking pleasant friendly people you could wish to meet. Nothing was to much trouble for them. We stayed in room 8121 at nizuc beautiful view from our room. We will definitely going back next year to stay at the grand. Thank you moon palace for the best 2 weeks holiday

San Diego
2017-10-08
 Solid trip....friendly staff
Quick review....we stayed at Sunrise, and it met our needs. We had to change rooms because the rain leaked in through the sliding door, but it wasn't that big of a deal. The beds were TINY for 2 adults and 2 kids. The food was great...only complaint would be the sushi rolls....didn't meet my standards....sashimi was excellent. We didn't spend much time at the beach because of the expected issues, but we did release baby turtles one evening. My wife used the spa at the Grand, and it was one of the nicest spas that she has visited. We used the resort credits for swimming with dolphins, the spa and golf. It worked fine for us. We rented a car at the resort and visited the ruins in Tulum and Coba...no problems doing this...much better than a tour.I would likely visit a different resort next time because of the beach, but we enjoyed our time and the service was outstanding.

Albuquerque, New Mexico
2017-10-08
 Cielito Lindo/La Cantina
Excellent service from Francisco (wait staff) and Alejandro (manager). Lots of personal attention regarding the menu and our selections. Francisco brought us dishes he thought we’d like to try. He helped us understand a menu that was unfamiliar to us. Would definitely go there again if these two delightful gentlemen are there.

User
2017-10-08
 On Site was awesome but beware vacation upsell planners and transportation
We visited Nizuc as a family of 6 this week. The ocean front rooms were outstanding, and our children ages 8 and 13 loved both pools including the flow rider. The Childrens club was great, and the restaurants were all above average. The buffet was so-so but that seems to be the way it goes at all inclusives. The staff were very friendly and helpful. Our only issues were with the vacation planners. There was a constant pressure to upsell. I had done the research and knew which excursions we wanted. When I requested them, I was immediately told we should do another and if we just went to a presentation we could get a big discount. WOW - the 2.5 hours of intense guilt sales tactics was NOT worth the discount!!! Excursions - pay the extra and use Mayan Adventures for everything. The BEST customer service. We used Dolphin Discovery and related services through the resort credits. The dolphin and ATV experience Were good but when we rode motor boats, we were approached by someone claiming to be an employee (with no badge or identification) claiming we ruined a boat and had to “pay big”. There was a language barrier but I insisted there was no instance and felt very threatened . We left immediately after because we no longer felt safe. Also - if using the Palace air transport, good luck. They picked us up on time but when our return flight was changed due to TS Nate, I could not get in touch with them and the vacation planners on site were VERY rude and unhelpful. We had to pay for a ride back to the airport. Overall - the resort is awesome but do your research on all the extras.

Chicopee, Massachusetts
2017-10-08
 Best resort ever!
Alway treated like a queen. Feel comfortable walking around by myself in the evening. The resort is beautiful. Love the golf course and activities. The food is always good. You can even eat the salads. Can't wait to go back!More

Port of Spain, Trinidad
2017-10-08
 Quality family time is awesome!
What an awesome vacation last week.My daughter, son in law and 3 grand kids enjoyed the ambiance, the food and just had fun.We were received with royalty and checked into a Presidential suite.The rooms are spacious and got a Jacuzzi in each bedroom. The rooms carry a bar with both alcoholic and non alcoholic drinks.These drinks are replenished once used.Various cuisine to choose from and you can obtain food all day.Numerous swimming pools with bars and nearby restaurants.The resort is quite massive.There is transportation to and from their other resorts where it is all inclusive. One can visit Beach Palace and enjoy the beach good and drinks.We also had some fun with sending off the young turtles.The service is great and this was my second visit.First visit I stayed at Nizuc and second was at The Grand which was the grand new resort.thank you

Western Australia, Australia
2017-10-07
 WOW!
We travelled 36 hours from Australia to stay at Moon Palace and it was worth every second of travel!My family and I had an absolute ball! We stayed at Sunrise and I think it suited our needs perfectly. We felt like Sunrise was more suited to our 11 year old daughter but in saying that, we checked out Nizuc and thought this was lovely too.Some highlights for us were; the flow rider, the restaurants at Sunrise, our ocean view room with a hammock (divine), Wired teen lounge, the cafe, the many and varied activities that Sunrise had to offer (from morning stretching to bike riding around the 3 hotels to pool Blackjack to the fantastic nightly shows) and of course the Grand which we were lucky to experience while we were there.Our dining highlights included the Mexican at Nizuc (guacamole made tableside), the Lebanese at the Grand, the Peruvian at the Grand, the crepes at the cafe at Sunrise and the buffet at Sunrise. But really we couldn't fault ANY of the food. It was all delicious!!Now for our THANK YOU'S........A huge thanks to Joselyn who checked us in when we first arrived and went above and beyond to ensure we were happy and settled. To Thais and Debbie who helped us when we needed to change rooms. They were so quick at sorting out our issue and ensured that we were looked after.A big thanks to Ernesto the dancing ice cream chef! What a delight he was! Gracias Signor!Thank you to Gertrudis who would get a special drink made up for my husband over the couple of days he spent unwell.And thanks to one of the waiters (I feel terrible I don't know his name, but he would wear blue and he used to set up the Flow Rider bar every morning at around 7.30am). This signor would see me coming after my morning run and get out a bottle of cold water for me and have it ready for me before I even asked.To the flow rider boys........ they work soooooo hard. They stand out in the sun all day and are constantly helping people onto the Flow Rider which I'm sure is physically demanding. So thanks to Juan, Mario, Jorge Jasso and Javier.A special mention to Yonitsi and Alejandra from the Peruvian restaurant!! Thanks for you fantastic recommendations for dinner!And last but not least, the Entertainment Team! They work very hard (particularly in low season as it's harder to drum up business)! Thank you Patricia, Ana, Pancho (Francisco), Rodrigo, Abe and the absolute legend - Alexander (who had come from the Grand to work at Sunrise while we were there). Alexander is an absolute ball of energy and an asset to the Palace family. Also a special hello to Braulio at the Grand who remembered us from our stay at Playacar Palace 2 years ago and treated us as old friendsThe only downside to the Moon Palace is that we live so far away from it! If we were closer, we would be going here for our family vacation at least once a year!Thank you Moon Palace!

Rotherham, United Kingdom
2017-10-07
 Great place
From the moment that you walk in to the lobby (any of them) this place lives up to its name. The Grand was nothing more than that. Stunning. Check in was quick and smooth. We was in our room within 20 minutes. The bell boys were great. Our room .(85328) was impressive on first sight. Double jacuzzi bath and great walk in shower. The bed was huge. The mini bar was well stocked every day and the room service great. If I must find fault it was the Balcony. Very restricted view by 2 palm trees. Also when it rained ( which it does at this time of the year) the Balcony was un useable because of the bad leak in the roof. This problem was common place throughout the complex. ( needs attention) All the staff in the complex were more than friendly. I can't remember walking past any of them without a friendly "ohla" . The food was great with plenty of choices if you use all 3 hotels. It was very easy to move from one hotel to another via the lobby to lobby coach or the Bell boys with the golf buggies. I was disappointed that we couldn't use the on site Golf course due to the extensive refurbishment that is underway. Having said that the transportation to the other golf courses was second to none. At the moment there is extensive ground work under way on the entrance road. This is not a problem whilst you are within the complex. Ok so the problems are ??? Leaking Balcony roof. Ground work. Nothing to make me not what to come back to this great resort. Thanks for a great 2 weeks.

User
2017-10-07
 Amazing
An amazing holiday. Staff were phenomenal and the place was perfect. The rooms were a little small but very clean. The Sunrise was the best of the 3 hotels, warm friendly and very accommodating. The grand was not that grand and it felt a little pretentious but overall an amazing place.

User
2017-10-07
 Moon palace
Great service around the pool bar area from Rogelio Escoto and Elmer Rios made the great choice of cocktails and a pleasure to be around with. The chef who was behind the grill was fantastic with the food who made the perfect food had the captain Maurisio ucan made it so good to be around. The best pool in moon palace been visiting it everyday and it just gets better and better.

London, United Kingdom
2017-10-07
 Brilliant
Never submitted a review but felt I had to.Just came back from a week at Moon Palace.From start to finish an absolute pleasure. On arrival we received a cold drink and wet towel which was appreciated after the flight. You wall through to check in which was effortless. Bags all taken up the room ands wrist band given we were set within 15 mins of arrival. Room was great with everything you need. Cleaning of the room was impeccable along with a restock of the drinks which were great to have on hand.Food and drink was great with a wide range of different options. We ate in the main restaurant in the Nizuc for all breakfasts and a couple of lunches. Breakfast had a great choice and the chef doing the fresh eggs was particularly good, happy to do anything you needed and genuinely interested in how your stay was going. We also ate in the Brazilian, Momo Japanese and JC Steakhouse. We loved them all but the JC Steakhouse was another level. Great food (steak was one of the best Iv ever had) and the staff were amazing. Staff throughout the whole Resort were what made this holiday for us. Every single staff member was amazing. Even walking past us everyone said good morning and the service in all areas was the best we have ever received. I cant stress enough how good the staff are at Moon Palace are.We also had a couples massage which we used our Resort credits for which is well worth doing. All ready looking to return next year. If you haven't been get booking you wont be disappointed !

Slough, United Kingdom
2017-10-07
 Amazing food, wonderful staff
All the staff were extremely friendly and eager to please, nothing was too much trouble for them. The waiters even try to carry your plate from the buffet to your table! My favourite activities were paddleboard stretching and water spin (cycling in the pool), run by the lovely entertainment staff. My favourite classes were held by Daniela (paddle board) and Yvonne (water spin). I recommend trying a treatment in the Grand Spa as you get to sue the facilities which are lovely. The food was amazing everywhere. I will go back!

User
2017-10-06
 Wonderful Honeymoon
Moon Palace Cancun is the Best Hotel/Resort i ve ever stayed at made even better by the Happy Atmosphere and great staff who can't do enough for you.We stayed at Nizuc part of the Resort which we Loved,Sunrise the 2nd part of the Resort was also very good but we were disappointed with the 3rd part of the Resort The Grand which has just opened & as of end of Oct 17 you have to pay extra if your booked in at Nizuc or Sunrise to visit the Grand i personally wouldn't pay for a Day/night pass but has some nice restaurants at the Grand.There is more than enough to do at Nizuc & Sunrise. Couldn't have booked a better place for our Honeymoon Top Drawer.

Sunderland, United Kingdom
2017-10-06
 Almost Perfect!
Stayed here for the last 2 weeks of September. Amazing place to go and would highly recommend to anyone, no matter what age. Hotel is split into 3 sections. We stayed in a concierge room in Nizuc on the border of The Grand. Lovely room, spacious, very clean (a few small ant issues) and amenities were great. The was a slight problem with water getting in under the balcony door during any rain showers. The cleaners put towels down but heavy rain flooded the room on the last night (7617 for hotel purposes - although I did tell them.)The lobbies were great. All of them amazing. Food was superb here, our favourites were the Brazilian and Momo’s. There is so much choice we struggled to fit everything in within the 2 weeks. Pools, activities and bars were all great. Can’t fault anything at all. So much choice that again, in 2 weeks we struggled to get everything after a few excursions. The real gem of the hotel though is the staff. I can’t stress enough what amazing people they all are. From the cleaners to the bell boys to the activity planners! Everybody was warm, welcoming and extremely helpful. Everything is great about this hotel but the service is the best I’ve ever known. Special mention to Gabriella of the Nizuc activity planning team - she is a credit to the Palace Resorts franchise!Thank you Moon Palace! We’ll see you again very soon. P.S. Stay in the grand so that you can access the whole hotel. While it’s not expected, you will feel like the staff deserve tips because of how wonderful they are.

Hotel style

Romantic
Business
Family
Spa
Top resorts
Luxury
Room types

Suites
Non-Smoking Rooms
Family Rooms
Outdoor

Sun Deck
Terrace
Grounds
Pool and Spa

Outdoor Pool
Turkish/Steam Bath
Hot Tub/Jacuzzi
Massage (additional charge)
Spa (additional charge)
Solarium
Fitness Center
Sauna

All Inclusive
Activities

Water Sports Facilities (on site) (additional charge)
Nightclub/DJ
Entertainment Staff
Mini Golf (additional charge)
Diving (additional charge)
Cycling
Bicycle Rental (additional charge)
Ping-Pong
Pool Table
Playground
Game Room
Golf Course (within 2 miles) (additional charge)
Tennis Court
Food & Drink

Snack Bar
Breakfast in the Room
Bar
Restaurant (à la carte & buffet)

Free Internet
Free Parking
Front Desk Services

Concierge Service
ATM On Site
Baggage Storage
Ticket Service
Tour Desk
Currency Exchange
24-Hour Front Desk
Entertainment

Babysitting/Child Services (additional charge)
Cleaning

Ironing Service (additional charge)
Dry Cleaning (additional charge)
Laundry (additional charge)
Business Facilities

Fax/Photocopying (additional charge)
Business Center
Meeting/Banquet Facilities (additional charge)
General

Airport Shuttle (additional charge)
Designated Smoking Area
Air Conditioning
Shops (on site)
Car Rental
Chapel/Shrine
Souvenir/Gift Shop
Safe
Elevator
Honeymoon Suite
VIP Room Facilities
Family Rooms
Hair/Beauty Salon
Facilities for Disabled Guests
Non-Smoking Rooms
Newspapers
Room Service
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