Ratings based on 1,503 Verified Reviews

They paid and stayed. We double-checked.
4.4 out of 5
91% of guests recommend
4.6 Room cleanliness
4.6 Service & staff
4.5 Room comfort
4.5 Hotel condition
They paid and stayed.
We double-checked.
4 out of 5
Recommended
for Everyone
by A verified traveler

Large resort

Posted Dec 24, 2014
Overall, it was satisfactory but too many people for a few number of restaurants. Okay food compared to the price we paid for .
5 out of 5
Recommended
for Everyone
by A verified traveler

First Impressions Only Get One Chance

Posted Dec 24, 2014
Pros: The Mexican food was, of course, to die for. The resort offered a solid variety of cuisines as well as locations and ambience.
Cons: The sales presentation was too long. 90 minutes quickly turned into 2 hours. An hour or less would be best.
Location: Great location, only 15 minutes from the airport. Not much shopping near by. But we weren't there to shop. The numerous Mayan ruins are a must visit.
The customer service at Moon Palace was excellent. It was obvious the resort invests heavily in training employees how to interact with guests, use proper terminology and speak English. Many US hotel properties have slipped in this most important aspect and could learn lessons from Moon Palace. Our bellman escorted us to our room. He was knowledgeable, friendly and helpful. Throughout our stay we unconsciously expected kinks in staff armor, but they remained consistent. Our room was well appointed with quality fixtures, furnishings and amenities. Facilities and grounds were well kept, modern with no visible disrepair. The restaurants offered a wide variety of cuisines, locations and decor. Even frequenting the same buffet restaurant, the menu changed daily. Recreation was diverse and offered something for everyone. We never had to search or reserve a pool deck chair. They were abundant. The golf course was world class resort style and immaculate. But bring lots of balls due to the jungle and numerous water hazards. We took a day trip to Chichen Itza. The Mayan ruins were worth the distance traveled. However, at over 13 hours from pick up to drop off, the excursion was too long. There is no resort fee, so tips are graciously accepted but not expected. Tipping just a dollar makes employees feel good. The resort has a membership program. The sales presentation is optional. But, we sat through it in exchange for our complimentary Mayan Ruins day trip.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Puerto Rico

An amazing all inclusive hotel.

Posted Dec 24, 2014
Espectacular hotel with an amazing staff. Well organize the restaurants and the amenities are really good. The room was clean and the pillows had a nice sense. The tours were good and the hotel made it better by having special areas to pickup tourist.
4 out of 5
Recommended
for Everyone
by A verified travelerfrom New Jersey

Large resort spread across three sections

Posted Dec 22, 2014
We enjoyed staying at Moon Palace the week before Christmas. When we arrived the resort looked fairly empty given the 60% occupancy rate and the massive size of the resort. It felt nice to have facilities to ourselves, no lines for buffets, bar, restaurants etc. we were lucky to get a room (1226) in the last building on the 2nd floor with a partial ocean view and overlooking the forested area vs the resort lawns. It gave a feeling as if we were staying in a preserve with constant sounds of birds and occasional spotting of raccoons and iguanas. The restaurants, good quality, facilities are as good as it can get for an all inclusive. As the week went by and getting closer to dec 20th the resort stated filling up. Given the resort has about 1500 rooms when it is close to capacity you can feel lobby areas crowded, lines to get table at restaurants for dinner, lines building up during day time at buffets and bars and housekeeping of rooms gets erratic (we had to put in reminder calls to get our room cleaned and ten down service closer to the end of our stay). The calmness and privacy at beach and pool gives away to lots of people constantly walking around. We were glad that we didn't have more than couple days left in our trip given we left in dec 20. So this is a perfect self contained resort when not at full capacity. Beach is nothing to write about, probably the weakest link of the resort but suffices if you have toddlers.
3 out of 5
by A verified travelerfrom newburyport ma

big but not the best

Posted Dec 20, 2014
Food was so mediocre, and beach the same. Rooms were comfortable and it wasn't a problem finding a place in the sun. However for the expense, I would pick a smaller hotel with far better food choices.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Ontario, Canada

Paradise on earth

Posted Dec 19, 2014
The experience had been amazing from the time we got there. The staff were very professional, courteous, well dressed and always ready to help. The entire facility is kept in tip top shape and found it to be very clean. There were more than enough resturants that provided a variety of food bountifully. The facility has plenty of outdoor activities during day and night times. All in all our experience has been excellent and would recommend to anyone.
3 out of 5
by A verified travelerfrom Vancouver, BC

Hotel was huge. There were three lobbies.

Posted Dec 18, 2014
Pros: The staff.
Cons: More restaurants.
Location: There is nothing close by.
We went for a wedding; the hotel was just too big. Pools were too cold to swim in. Ocean was also cold and too many rocks to be able to swim. Food was okay. Rooms were okay. The best part of the hotel was the staff; they all went out of their way to do things for your. Resort was too far. Going to Playa del Carmen was very expensive so we didn't go. Taxis were expensive overall.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Brampton, Ontario

Our 2nd time there and it was perfect

Posted Dec 16, 2014
Love all you can do at the Sunrise. The pub at the Nizuc was very nicely done.
3 out of 5
by A verified travelerfrom Ontario

Meh

Posted Dec 15, 2014
Cons: Consistent service... Consistent policies
Pools were plentiful but very cold, beach was mediocre- full of seaweed, beds were very comfy, food was good, the staff although mostly pleasant were terribly inconsistent. They use better bathroom products when you first stay but change to lesser quality if there awhile. The fountains on the Sunrise side were broken and never even looked at or attempted to be fixed during my stay. Actually it looked like they have been broken for some time. The broken fountains were green with algae and had garbage in them. The fountains on the other side were beautiful and in great working order so it seemed very disappointing and it felt that we were valued less on the Sunrise side despite paying a significant amount per night plus tax because we thought we were staying at a higher end hotel. I will not be returning and will not be recommending this holiday resort to anyone
4 out of 5
Recommended
for Everyone
by A verified travelerfrom Connecticut

Very Big Resort Very Good Food/Service

Posted Dec 12, 2014
Pros: Pool, bars/drinks, food, catamarans, flow rider, golf, service
Cons: Regular shuttle golf carts to hop on.
Dec 3, 2014 Pools, bars, restaurants, snack bars were fabulous. The food and service very good. Wave Rider lots of fun, a big hit. Catamarans, 2 of them, were also in good condition and great fun. Bikes are available, but must be returned each day. Golf course, 27 holes, excellent condition, BUT difficult to get decent tee times and it was off season with the resort only 1/3 full. Resort Credit is NOT FREE. They charge 16% for every RC $ spent. The resort is large enough where you want to bring all your stuff to the pool, because walking back and forth to your room is a hike. They do have shuttle golf carts, but, these are hit or miss. No regular schedule. There are 3 adjacent sections of the resort, from North to South, Sunrise, Nezuc, and Grand Moon. They are all somewhat different. Sunrise is the biggest. Nezuc in the middle is 2nd biggest, and grand moon is the smallest but more plush. There is a regular bus that goes from lobby to lobby. They have very nice tennis and basketball courts. It is quite easy to get from the sunrise lobby to the golf course by golf cart which comes regularly abut every 20 minutes. The golf course is about a kilometer away thru a beautiful jungle path.