Moon Palace

nilu patel

Writing this while currently in resort. Good thing is golf carts, service at the pool side. Everything else is worst, avoid this place as much as possible. Rooms are not great, pretty old property. Yesterday there was water break in the room, they change the room and reprogrammed our keys for new room. After reaching to room our keys not working. They took 35 mins to send someone who again struggle to open initially. After multiple calls by him to office he was finally open it. The staff who was here didn’t know English so against communication was challenge . The staff who was picking phone hangs in two mins, transfer call to front desk, no one there to pick. Chatted in the app for no help. They said manager will call back but no one actually did. Note front desk is not near you have to go lobby by golf cart. Overall still unsure about not being locked out. Good cart staff good. House keeping is very good. Front desk is very unwelcoming. Most of staff not able to speak English so you had to use phone to translate. Food is below average (vegetarian options). Room credit is not useful anywhere. Give you an example spa only use 50 while without credit you get 40% discount which better. Overall credit is a trap. They can infect give you any amount as credit but you can’t use it. I am not going to stay in palace properties any where. Take your decision informed. Update: It got worse asking question at front desk led to scare. Went to public relation team already. While lock works great today evening thank god. Not much help.

Greg

Everyone that worked there that we spoke to and everything was amazing. Veronica at the front desk made our day but extended our checkout time fast and easy. Gabriella at Cusco and Caribea who made us amazing omelettes, eggs and huevos rancheros....kudos to you! Raul, Rosa, Beatriz, Itzel and folks at the Olympic pool are attentive and are great to see daily. Alexander at Carvao is amazing and very informative. Diego, the chef at Momo Teppan was hilarious and highly recommended for a great laugh. Our first time at this resort was worth it and we will be back. Thank you for the great holiday Moon Palace!!!!

Yaman Khan

We had a great stay at Moon Palace Sunshine. The resort is beautiful, clean, and very well maintained, with a lively yet relaxing atmosphere. The rooms were comfortable, the service was excellent, and the staff consistently went out of their way to make our stay enjoyable. One thing to note is that reservations for most of the restaurants can be difficult to secure, especially during busy periods, so planning ahead is important. Once we were able to dine, the food quality and variety were very good. Overall, Moon Palace Sunshine is a fantastic resort with great amenities and service, and we would happily recommend it.

Laura Bjelogrlic

We just returned from a wonderful vacation at The Grand! Valeria from the front desk was incredibly helpful accommodating a picky Mom with what was an unsatisfactory guest room upon check-in. I was quite displeased with our first floor handicapped accessible room and Valeria went above and beyond to accommodate myself and our family. She deserves huge accolades for her patience and kindness making sure we were pleased with our room! It helped set the tone for what was a fantastic vacation. Despite unseasonably cool weather, the incredibly heated wellness pool was a dream. We could be comfortable swimming all day. It was very appreciated! The activity pool is unfortunately not heated. Sadly, because of this, we found it just too chilly to partake in the water sports we would have ordinarily participated in on a daily basis. We still found many ways to enjoy the day both in and out of the pools. The attendant working the flow-rider was incredibly helpful with a "surfing" lesson for my son. A highlight for sure! We had really great food- a few misses along the way but that is to be expected even at the best of places. Service was wonderful, our room cleaned every day- both in the morning and in the evening. That was so appreciated. What you read about the beach is unfortunately true...the sand is lovely and the beach extensive and wonderful to walk, the water itself is a bit churned-up. It's not the crystal water you expect when in the Caribbean but don't let that stop you from enjoying this lovely resort. It was a fantastic week and hope to be back again in the future!

Ashley Krystelle Gallagher-Chapa

Our stay was deeply frustrating from the moment we arrived. We checked in at 3:30 PM, yet the check-in process took hours, and we were not able to see the resort until dinner which was at 8:00 PM. To make matters worse, the resort ran out of pull-out beds for minors, forcing my husband and me to sleep sideways on a bed that was too small, with our feet hanging off. From the start, getting a straight answer to even one question required speaking with multiple staff members. We were repeatedly passed from person to person, often receiving conflicting information, which resulted in significant wasted time. We were also told we needed to pay $200 per person a day for a water park day pass or we could attend a timeshare presentation. We were assured this presentation would take 90 minutes; it lasted four hours. When we declined the timeshare, we were repeatedly sent to different representatives and were not allowed to leave until we signed paperwork—paperwork that took an excessive amount of time to be brought to us by multiple people. Then as we’re leaving they’re still following us trying to sell us 60% off. After finally leaving, we were sent to three different locations just to obtain the day pass. By that point, half the day was already gone. We later discovered that the staff member who checked us in never made the dinner reservations he claimed he had, resulting in even more time wasted sitting in the lobby. Transportation throughout the resort is overly complicated and inefficient. The buses were fine but the golf cart situation is not ideal. Navigating between the lobby, our room, and other areas of the property required excessive walking and long waits for golf carts, which often took an unreasonable amount of time to arrive. As a result, my feet were sore every day from the constant walking and one of our dinner reservations were almost canceled. We were also required to switch rooms with my sister over the bed situation. When the rooms were reassigned, no one had access to them after they said they reactivated our wrist bands, causing even more back-and-forth travel to the lobby to resolve the issue. Despite the delays and constant movement, we consistently returned to rooms that had not been cleaned. Additional issues included: • Limited towel availability • Slow and inconsistent service • No ability to select our room at booking or check in • Resort credit that was misleading and unusable for many advertised options To be fair, the New Year’s Eve show was excellent and very well planned, and while the buffet was below par, the specialty restaurants offered genuinely amazing food. But good luck finding a spot at the pools! We have stayed at over a dozen resorts in Cancun, and this was by far the worst experience we’ve had overall. A vacation should be relaxing—not spent waiting, walking, and resolving preventable problems. Unfortunately, this resort failed to meet even basic expectations.