Ratings based on 2,808 Verified Reviews

4.3 out of 5
88% of guests recommend
4.5 Room cleanliness
4.5 Service & staff
4.4 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from Atlanta

Very nice stay

Posted Apr 9, 2017
Pros: The majority of the staff are very attentive and friendly. The food and drinks are decent for an all-inclusive.
Location: We never left the resort since we were only there 3 full days.
I brought my 4 daughters ranging in the ages of 14 to 26 on a short 4 night stay to Moon Palace. Our check-in for 2 rooms was a little confusing, however they were accommodating and put our 2 rooms as close together on the same floor as they could. We ended up in the Sunrise section, and our room was in the farthest building, the Sombrero. If you don't want to walk, they have golf carts that take you up to the main building. The rooms are a nice size with a large jacuzzi tub. There are several pools, and in order to get a seat you have to be out by 7:30 am to claim one with a towel. There were trucks cleaning up the beach the whole time and a foul smell. No one went in the ocean. But around the pool there is lots of entertainment - pool/beach volleyball, dancing, trivia, etc. The entertainment staff keep things moving and try to get lots of participation. They're very friendly and nice. We had very good service at the bars, especially by Miguel and Andres. Also, Ernesto paid special attention to my girls each day; he always wore a smile and was fun. My girls already miss him. The buffet for breakfast was good with lots of variety. Lunch was usually a hamburger or pizza by the pool. The hibachi was good for one dinner. We went back for sushi another evening. The Italian was ok for dinner, but our waiters made it fun. The piano player, Bella Duke, was AMAZING!! Best entertainment of the week! The night club was great one night and then just ok another.
Comment from Hotel Management
Apr 10, 2017 by Moon Palace Cancun, Hotel Management
Dear Cahouse, Please allow us to thank you for taking the time in writing an overview of your most recent visit to Moon Palace Cancun. It is a pleasure to create wonderful memories to our guests, and with our amazing amenities, services and facilities we are certainly sure that we are able to exceed your expectations. Please be sure that we will share your comments with all the staff that you are mentioning in recognition of their hard work. We will be honored of welcoming you to Moon Palace many times in the future as it will our pleasure to pamper you and to provide you an incredible experience. Best Regards, Carlos Cañedo Manager Moon Palace Cancún
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 8, 2017
A+ resort!! My one and only "complaint" is the beach is pretty much there to look at. The water only had one small area clear for swimming because the water is full of weeds in this area of the coast. Very beautiful but couldn't swim it. Other than that it was amazing
Comment from Hotel Management
Apr 10, 2017 by Moon Palace Cancun, Hotel Management
Dear Guest, Thank you for your preference and for your very kind feedback. We are extremely pleased to read your wonderful comments as well as the description that you are providing of our services and amenities. It is certainly a pleasure to exceed your expectations. Please allow me to mention that while our beach as different characteristics from the rest of Cancun beaches, we have also the option of visiting our sister properties as part of the all inclusive features of Palace Resorts. We will be delighted in hosting you again and many more times in the near future. We remain at your services. Cordially, Carlos Cañedo Manager Moon Palace Cancun
4 out of 5
Recommended
for Everyone
by A verified traveler from Indiana

Large resort, nice, but not the best I've been to

Posted Apr 3, 2017
Very nice resort, it comes off overwhelming at first, but everything is pretty well in walking distance after you walk around a bit. Be sure to set up your resort credits (easy to use and worth it in the spa and excursions, just don't wait until last minute) by the second day. It is also difficult to find out about activities, you have to ask for a brochure out by the beach. It is worth it to have VIP access because that is the only bar on the beach and has constant seats open (we never even had to "save" our spot). The food is primarily buffet style, but it's good. Breakfast will be the same each day, but you have a lot to choose from. We tried most of the restaurants and the only one we loved was Momo (Japanese), but none of them were bad. We stayed in the Sunrise section which was calmer and better for kids. Our son (3) loved the Jacuzzi inside our room and it was easy for him to play while we watched (since it's next to the bed). If you order room service, it will take an hour (even if it is just a drink). Overall we liked it and the staff was incredibly friendly and helpful. I doubt I will be back though because I find the Finest/Excellence group to be better overall. Also, the beach is not the best. There is a lot of seaweed and we couldn't even get in except one day due to jellyfish. That's not the resorts fault, but should be considered.
Comment from Hotel Management
Apr 3, 2017 by Moon Palace Cancun, Hotel Management
Dear Jenna, Thank you for your preference and for taking the time in sharing with us the very kind feedback that you are sharing with us. Please allow me to mention that we strive to provide the highest levels of service in order to exceed your expectations. As we are reading your comments, we also would like to say that we will share you comments with the respective areas for their attention as our main purpose is to improve our service for future visits. We sincerely hope to be welcoming you back to the Moon Palace. It will be our pleasure! Cordially, Carlos Cañedo Manager Moon Palace Cancun
4 out of 5
Recommended
for Everyone
by A verified traveler

The hotrl is huge!

Posted Mar 27, 2017
This is certainly the largest hotel I've ever stayed. first time I experienced all inclusive. very nice. We were not informed of some hotel benefits at the checkin such as how to use hotel credits etc. But overall it was a great vacation.
Comment from Hotel Management
Mar 27, 2017 by Moon Palace Cancun, Hotel Management
Dear Guest, Thank you for your preference in Palace Resorts. We are delighted of reading that your experience at the Resort was simply amazing. Please be sure that your comments are of extreme importance. We are committed in improving our service, therefore, your feedback will be shared with the respective areas for their attention. Cordially, Carlos Cañedo Manager Moon Palace Cancun
4 out of 5
Recommended
for Everyone
by A verified traveler from Alexandria, Va

Nice all inclusive resort.

Posted Mar 25, 2017
A really nice resort. All inclusive with resort credit was really helpful. THE ONLY BAD PART WAS THE RESORT GUEST RELATIONS REALLY TRY TO GET TOU TO ATTEND A PRESENTATION WHERE THEY TRY TO SELL YOU A MEMBERSHIP. We go with a frame of mind for relaxation not to waste this kind of time.
Comment from Hotel Management
Mar 25, 2017 by Moon Palace Cancun, Hotel Management
Dear Nita, We appreciate your comments. Thank you for choosing Moon Palace Cancun. It is our commitment to provide you the best vacation experience at Moon Palace, please rest assured we will address this situation as your satisfaction is the most important for us. We hope to honored with your visit once again soon at Moon Palace Cancun. Kind regards, Moon Palace Cancun Team
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Mar 25, 2017
Cons: Replace some of the bath tubs in rooms with a nice piece of furniture as a sitting area, and give the guests the option to have bath tub or not.
Beautiful place, many options for restaurants and snack bars to chose from, nice shows.
Comment from Hotel Management
Mar 25, 2017 by Moon Palace Cancun, Hotel Management
Dear Guest, Thank you for choosing Moon Palace Cancun and providing your feedback. Your satisfaction is the most important for us, for this reason we always read all of the comments we receive and give importance to the tips. Please rest assured we will forward yours to management to be kept in mind for further changes and improvements in a near future. We're looking forward your next vacation for another incredible stay at Moon Palace Cancun. Kind regards, Moon Palace Cancun Team
4 out of 5
Recommended
for Everyone
by A verified traveler

resort credit is not as good as it's sounds

Posted Mar 24, 2017
Can't buy anything! There are limits on the services too
Comment from Hotel Management
Mar 24, 2017 by Moon Palace Cancun, Hotel Management
We would like to thank your for sharing your feedback with us, as a testament of our strive of perfection we would like to mentiont that everytime you feel that your overall guest experience if not exceeding your expectations, our Public Relations Concierges will be delighted to assist you. Again thank you for your visit and we hope to look forward your visit soon!
4 out of 5
Recommended
for Everyone
by A verified traveler from Indiana

Resort is awesome!

Posted Mar 24, 2017
The resort is nice. The staff is very eager to help you. I have never seen so many people try to help you and make sure you enjoy your vacation. The food was fantastic and I am a picky eater. Our 6 year old with special needs came with and we had no issues with accommodations. He had a blast in the pool.
Comment from Hotel Management
Mar 24, 2017 by Moon Palace Cancun, Hotel Management
We are delighted that you have chosen Moon Palace Cancun thank you for your wonderful patronage. It will be a pleasure to look forward your visit soon!
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Mar 22, 2017
I will go agai any time, excellent !!!!!!!!!!!!!!!!!!
Comment from Hotel Management
Mar 23, 2017 by Moon Palace Cancun, Hotel Management
The Moon Palace team would like to express our great appreciation of your preference in making our Resort your vacation destination. Thank you for giving us the opportnity to host you. It will be a pleasure to look forward your visit soon!
5 out of 5
Recommended
for Families
by A verified traveler

We were unable to swim in the sea

Posted Mar 22, 2017
Cons: the check in took forever. We were told that no rooms with 2 double beds were available, despite the request being noted on our reservation.
Due to seaweed and potential jellyfish stings and the check in was a nightmare. Otherwise everything was fantstic.
Comment from Hotel Management
Mar 24, 2017 by Moon Palace Cancun, Hotel Management
We would like to thank you for giving us the opportunity to host you at Moon Palace Cancun. That in which refers to your feedback we would like to mention that our Front Desk Manager has been informed about your comments, thank you for bringing this matter to our attention. For future visits is a great beach is in the top of your list we kindly invite you to consider our sister resorts in Cancun. It will be our pleasure to look forward your visit soon! Cordially, Moon Palace Team