Ratings based on 1,167 Verified Reviews
They paid and stayed. We double-checked.
4.6 Room cleanliness
4.6 Service & staff
4.5 Room comfort
4.6 Hotel condition
They paid and stayed.
for Everyoneby Deb from Ann Arbor, Michigan
The most fantastic staff ever! Always smiling.Posted Dec 5, 2013
Book ahead excursions because they fill up fast!
for Everyoneby A verified traveler
Posted Dec 4, 2013
Cons: The service time should be improved. We were attending a wedding. Room service took 45 minutes to 1.5 hours. Unacceptable
for Everyoneby A verified traveler
Lot of work for a vacationPosted Dec 3, 2013
I would not recommend the Moon Palace Resort if you want a relaxing vacation. If you want is a room to sleep in and mediocre food and drinks available anytime then this is for you. We wanted to participate in the things that make this an all inclusive resort like the spa and dolphins and nice restaurants. They make everything very difficult to schedule and you end up having a stressful time trying to have fun.
for Everyoneby A verified traveler
Nice Hotel Great StaffPosted Dec 3, 2013
Pros: Nice shows in the evening.
Cons: some security quieting people after midnight would be nice.
Location: Good place to stay if your not going anywhere. Golf course is nice and pools are plentiful.
Great staff, they took good care of us. However hotel was noisey at night with younger people out in the door side walkways until sunrise. The beach obviously man made could have been better.
for Everyoneby M & J from Wisconsin
Decent stayPosted Nov 27, 2013
Pros: Service/restaurant staff, views, entertainment.
Cons: Roll tax/fees back into credit - but I believe they are discontinuing them - that's what they said anyway. No more sale pitches!
Location: Didn't leave the resort but there were plenty of options. We just wanted to relax.
Our dresser/fridge desk had ants on it but we never alerted the hotel because I figured there wasn't much they could do, it was less then twenty very small ones though out the five days we stayed. Staff at the at the pool bar attached to the first sea food restaurant which of course I cannot remember the name was amazing. (Oh it was located at the "sunrise lobby" location). William and San Diego were our favorite at that pool bar and inside the restaurant in the evening we had beyond amazing service with Noberto and Daniel they were beyond amazing and them alone would be a reason I'll recommend the resort (service wise) again, they were awesome. Our view was great, but very warm the air conditioner never cooled our room under 68 degree F and we're from WI so we're used to cooler ;) Beautiful. Pushy sales staff there which was terrible if you are offered the "remodel tour" turn it down its a heavy annoying sales pitch. Food was good. Some tile were missing or cracked around the pool but nothing you stepped on. Over all, it really was a great experience but I felt there were a few things to touch on and warn people about but would go again and would recommend it. Oh and the resort credits - A JOKE now 11% tax going up to 16% and had to pay fees to take advantage of. Forget going if that was a main incentive.
for Everyoneby Corey from Omaha, NE
Great GetawayPosted Nov 27, 2013
Pros: Food, Employee Service, quiet hotel
Cons: communication, scheduling at the spa. Beach
Location: We did the Aventuras Mayas Scuba Extreme tour. The snorkeling with sea turtles and snorkeling in the cenote was great.
Overall the Moon Palace is a great place to getaway. The facilities and restaurants are great. There are plenty of options and everything is readily available. We really enjoyed the breakfasts, the Brazilian Steakhouse at Nizuc, and the Italian restaurant at Sunrise. At the pool, Baltazar is a great server and a joy to see. This man deserves a raise. My wife and I both had two massages at the spa during the week. I recommend the Holisitic. The spa facilities are very nice. The rain cancelled my opportunity to golf, it looked nice however. The swim with Dolphins is a nice activity for people of all ages. The hotel credits were ok, we got upgraded wine, swim with Dolphins, spa services, etc. As other reviews say, the beach leaves something to be desired. However the services and the facilities at Moon Palace are great. I would go back.
for Everyoneby Gerrie
Posted Nov 25, 2013
I was a little scared after reading some of the reviews; but I have to say that I totally enjoyed my stay at the Moon Palace. It should be called Dream palace.... The service was extraordinary, the staff very friendly and helpful (from the bell boy, to the room service staff), the food was absolutely amazing!!! The only thing I didn't like was the fact that the premises were overwhelmingly big. The first day We got there We felt a little lost. But once we decided to stick to our section (which was the Sunrise) we had absolutely nothing to complain about.
for Everyoneby Pauline from ENGLAND
The beach itself is okay but a lot of seaweedPosted Nov 24, 2013
Pros: Staff great , good choice of places to eat and drink. Plenty of choice of pools.
Stayed in the Grande section where the rooms are bigger and have much larger balconies. Thesis a quieter area depends what you want. Easy assess to other areas by lobby bus or during the day a stroll along the sea front.
for Everyoneby Dave from cleveland, OH
Beach is unusable & pool is shallowPosted Nov 23, 2013
Pros: clean rooms and lobby bar was great
Cons: food, beach ,pool, activities
Location: you are trapped at the resort
The hotel is nice and facilities are above average. Sadly yuou can not swim or even wade in the smelly messy water. The waves actually wash up brown from decaying seaweed. The beach is groomed well but you can not stay long due to the smell of rotting seaweed. The pool which drew me in is NOT interconnected as i thought. Not every bridge can be passed under causing you to exit the pool and walk around to get to the next pool. The pool itself is only 3 feet deep and NOWHERE is it deeper. Food was average,staff was nice but there is a constant presence of a pushy sales staff to get you to purchase a "vacation club". The reward points are also misleading with you having to pay 11% tax on anything you do all very overpriced. . A massage was $140 Photos were valued at @$250 (for two 5X7). not worth the time or energy. There are much better choices with GOOD beaches available.
for Everyoneby Steve from Newcastle, UK
Nice hotel, but not 5 star qualityPosted Nov 23, 2013
Pros: The restaurants were very good. The events and activities around the pool also well organised. The Skybar and nightclub were also good.
Cons: Too much building work going on. Reduce the amount of extras they try and sell you.
Location: Chichen Itza was a great trip and well worth it.
We chose to stay at the Moon Palace for our honeymoon, enticed by the 5 star rating and the weather. Upon arrival, although the hotel is nice, it is certainly not what I would describe European 5 star standard. Some of the fit and finish was very shabby, and following the fairly heavy rain we experienced it was not uncommon to see the roof leaking in the main building and buckets all over the place. The hotel is split into 3 parts, and ours was very much still under construction. Having workmen in and around guests is not something you expect when you pay a premium price. Likewise construction noise from the work going on when you are trying to relax around the pool, however the hotel was large enough that we simply went to one of the other pools to escape. The staff were friendly, especially the events staff around the pool, however there was very much a tipping culture which being British (rightly or wrongly) this not something we are overly use to. So on arrival, expect people to take your bags and take you to your room... but there will be a slight awkwardness when they hang around until you tip them, which after a 22hr journey and not having small bills through just arriving did not start off the holiday well. It was fine though. The restaurants were all very good, especially the al a carte. The resort credit is good, however they will try to sell you a lot of extras. £100 for photos from swimming with the dolphins is one example. Overall, good but not great.