Moon Palace

Katie Grant

This is probably one of the best places to stay in Cancun. Amazing facility, staff was always helpful and friendly, every meal we had was excellent, and the pools were always clean with enough loungers to be able to find one when you wanted to just lay by the pool. Only two cons/negatives: 1. The beach they are located on is not one where you'd want to swim. The water is so shallow that there is alot of brown seaweed that also covers the beach due to tides. It smells like a bay at low tide due to it laying out in the sun. However, the pools are so nice in the resort that you can still enjoy them and not miss the beach. (We actually got a day pass from the resort planners for a trip to another beach in Cancun that didn't have seaweed, so were still able to have a "beach day" on our trip). 2. The second con is the pushy sales people trying to sell their vacation club. I sat thru what was supposed to be 90 minutes which ended up lasting over 2 hours. I got free day passes to their sister facility, "The Moon Palace Grand" but never used them. I stayed at The Moon Palace Sunrise. They then tried again after I checked out and I still had to decline them 5 x's. Other than those two things our trip was amazing.

Erry Peerbhai

This is the 3rd time I visited this resort and the quality has gone down. Food at the grand buffet was mostly repetitive. Taco station was always serving pork without any other options. Habibi restaurant took more than an hour for our food to be served. AC in the room was not maintained properly and it had very high humidity. Our balcony door was never open to cause high humidity. The room was dated. Fixtures were broken upon our arrival. It was fixed by maintenance but not correctly. In the ceiling shower there appeared to be mold build up which for some people can cause serious health issues. Upon any guest arrival, They will always try to get you to come to a presentation and we did attend the first 2 visits. This time we said yes but then changed our mind. And they kept harassing us and calling every morning after repeatedly telling them we aren’t interested. Also. Do not buy the vacation pass when they try to sell you at check out. We clearly asked them can the full credit be applied to spa. They said yes. When we checked in. They said only 250 out of 750 can be used at the spa. We were cheated and given false information. They claim to lock in a better rate however, when I booked back in March to reserve the dates, I checked other sites and they were offering the same rate. We just paid an extra $300 for the certificate for the resort credit we didn’t use and the one way airport shuttle that also had some fine print that we couldn’t use. I would not recommend this resort to anyone for the price you pay, there are a lot better options out there.

Kinga Szilagyi

We stayed at the Nizuc section as that’s what the wedding party reserved. We were there for an Indian wedding, and we were super disappointed with the food selection and the way everything was organized. The same Indian food was served on three different occasions! We had a black tie affair evening where we had buffet style dinner, everyone in nice dresses, and had to serve my own curry sauce! The wedding planners had no backup plan in case of rain, we were rained out of one event to the point where DJ had to stop playing music, and dinner wasn’t served!!!! Nizuc rooms are really outdated, it was pretty uncomfortable with an infant. We booked a king size bed, we had to twin beds that were super soft, we had a stroller with us so we choose ground floor because the buildings don’t have elevators!!! They wanted to book us on the second floor, we made the reservation with the baby on the reservation. I’m not what how many parents want to drag a stroller and baby when dressed up for a wedding. We also found a cockroach one night in the room, it might’ve been from the rain and it came outside because the door has a crack so anything can come into the room from outside. There is no way to connect to Netflix! Our beach towels had holes in them! If you have to go, choose Sunrise as it has better swimming pool, and food options! Or Grand! You can’t really use your resorts credits for anything! We were promised $500 in credits but can’t really uses for services around the resort! You cannot use your credits to book services in the spa, really disappointed since after a wedding it’s what everyone is looking for, out of our wedding party If you need to change your reservation for the shuttle to the airport, they charge for the change even tho Moon Palace has their own shuttles! We were told by the wedding planner that shuttle is free since we are staying over four nights, but that’s not true if you need to make changes! As a friend put it, at its best a 3 star resort!!!!! The resort just allows too many weddings, and people where it just stays very mediocre! And very little is spent on upgrades or remodeling! One star is given to the coffee shop on site! The second star is for the play pen which doubles as the sleeper that was provided for the baby

Jeff Bourne

My wife and I traveled with a group of 14 friends and support workers to accommodate our physical disabilities. Upon arrival, the check-in process took longer than expected, and we were initially provided keys to a room that was described as wheelchair accessible. After reaching the room, we discovered it was not accessible and was located in the wrong area of the resort. This required us to return to the front desk, where we were then given the correct room keys. The accessible room we were assigned afterward was fortunately much closer to the lobby, which was a helpful convenience. Clearer communication from the front desk regarding room locations and accessibility details would have greatly improved our arrival experience. On a positive note, we found the waiter service to be very good—attentive, friendly, and consistent throughout our stay. However, we did notice that the housekeeping team would benefit from stronger communication with guests, especially regarding expectations or timing of service, which would help avoid confusion. Overall, we appreciated many aspects of the resort, and we hope these communication improvements can be considered for future guests.

Aminah Imani

This is a huge resort. It is very picturesque and pleasing to the eye. Initial impression was enticing and provoked curiosity. My favorite experiences were the karaoke room, the spa and the adult pool. This resort has a lot to offer. Several restaurants, a water splash park, fitness activities. You name it. However too many times too often I felt like I was at a bus station or an airport. There were long lines for food, ill proper buffet manners, tons of children some without adults and heavy foot traffic in between places. This had to be my least favorite part. That and The mosquitos. Just a few too many of those as well. Our room had an outside terrace but it was full of mosquitos, many got in our room and visited during shower time. Not fun at all. Apparently it was rain season but they definitely went to work on our skin. Itching after vacation is pretty miserable. They will try to sell you many things on this resort as well. Even after I checked out a saleswoman ran up to me attempting to “share an opportunity of a lifetime”. So gouging for money is at an all time high. Overall I had a good time with my friends and family but I don’t see myself returning. This trip lacked a cultural connection to the destination and with so many things you’re paying for, leaving the resort barely makes sense. I also just wasn’t a fan of the amount of people. All inclusive does not mean exclusive. So keep that in mind.