Ratings based on 2,650 Verified Reviews

They paid and stayed. We double-checked.
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
They paid and stayed. We double-checked.
4 out of 5
by A verified traveler from North Carolina

Very fun and relaxing stay - top notch!

Posted Aug 16, 2016
Pros: The pools were beautiful (go to Grand for the infinity pools). The spa - so relaxing! Great place to use resort credits.
Cons: The beach - the seaweed - was very disappointing. This would be the only reason we would not return to this resort.
Location: We chose Isla Mujeres and the Dolphin Discovery with our resort credits. So much fun for us and the kids - and the photo book is definitely worth it!
We just returned from our visit last week to Moon Palace Cancun where we stayed on the Sunrise side. We traveled as a family with our 12 yo son and 10 yo daughter. You can see my likes and dislikes below, however, it's worth noting that the resort is large and spread out, but I wouldn't change that at all. Once we returned to our room we were able to relax and be away from the hustle and bustle of the pool areas and lobby. We enjoyed all three portions of the resort and swam in all of the pools. Sunrise is the busiest of the 3, but we never really had trouble finding a pool chair (I had heard it was sometimes an issue). We did not venture out as much with the restaurants and mostly ate at Sunrise or with room service. We had plenty of food and all of it was delicious. The resort credits are a nice perk and we opted in to the vacation club presentation (but did not join) to earn more credits. Our credits were used for Isle Mujeres, the Dolphin Discovery, the Chef's Dinner, the spa and Dream Art photos. We did not go wrong with any choices. Our goal on this vacation was to relax and we were definitely able to do that! Overall I can say this vacation was well worth it. This was our first stay at an all-inclusive and I can say it won't be our last. Except for the issues with the seaweed on the beach I would definitely visit this resort again. My family agrees that we'd give 9 out of 10 stars with that being our only real negative.
Comment from Hotel Management
Aug 19, 2016 by Moon Palace Golf & Spa Resort, Hotel Management
Thank you for taking your valuable time to share with us your complete feedback. We always value your comments and positive mentions. Your feedback has been shared with our key position and we sincerely hope you give us the opportunity to host you soon in one of our sister resorts. With kins regards, Jose Luis Gonzalez Moon Palace Golf & Spa Resort
5 out of 5
by A verified traveler

Posted Aug 15, 2016
Beautiful resort!!! My family had a great time. Would definitely return again :)
Comment from Hotel Management
Aug 15, 2016 by Moon Palace Golf & Spa Resort, Hotel Management
Thank you for choosing Moon Palace Golf & Spa Resort as your final destination in Cancun, we are delighte to know you had a wonderful family time, and sincerely hope to look forward your visit soon! With kind regards, Jose Luis Gonzalez Manager Moon Palace Golf & Spa Resort
4 out of 5
by A verified traveler

Posted Aug 14, 2016
This is an excellent family vacation spot that will leave you wanting to come back for more. The staff is very accommodating and willing to assist you with any request.
Comment from Hotel Management
Aug 15, 2016 by Moon Palace Golf & Spa Resort, Hotel Management
On behalf of all our staff members we would like to thank you for honored us with your visit. It will be a pleasure to look forward your visit soon. With kind regards, Jose Luis Gonzalez Manager Moon Palace Golf & Spa Resort
5 out of 5
by A verified traveler from Chicago

All the amenities you could want and need.

Posted Aug 14, 2016
We used our access to the other Palace resorts and visited Beach Palace for a day to take advantage of the clean beach
Comment from Hotel Management
Aug 15, 2016 by Moon Palace Golf & Spa Resort, Hotel Management
We are happy to know you took advantage to visit our sister resorts and keep the good thoughts about our higuest level of service. Thank you for your kind appreciation. It will be a pleasire to look forward your visit soon! Cordially, Jose Luis Gonzalez Manager Moon Palace Golf & Spa Resort
3 out of 5
by A verified traveler from ca

Nice hotel

Posted Aug 14, 2016
Wish rooms would be a bit bigger. Staff should work on being more polite.
Comment from Hotel Management
Aug 15, 2016 by Moon Palace Golf & Spa Resort, Hotel Management
We are surprised to know your comments about property. Our commitment in Palace Resorts is to make our guests feel at home. Regarding your comments about the size of the rooms, we would like to mention that all accommodations are deseigned for 4 guests, nevertheless for future visits you can contact our live chat representatives [At website] to know further information about our accommodations. FInally regarding your comments about our staff toward you, itswith much regret to know this situation and we have shared your comments with key position in order to verify our standarts. We hope the above explanation can restore your faith in us and give us the opporunity to host you soon! Cordially, Jose Luis Gonzalez Manager Moon Palace Golf & Spa Resort
4 out of 5
by A verified traveler

Great hotel with easy access to beach.

Posted Aug 13, 2016
Pros: Environment, food, experience. Efrain, part of the waitstaff, was a gem!
Cons: Don't push the vacation club on guests right out of the gate. Had no idea which section, of the 3, to go to upon arrival.
Didn't know that this establishment was a timeshare/vacation club. Upon arrival, staff pushed the 90 minute tour on us offering many incentives to take the tour. Once they understood the answer of no, all was well. At times, staff expected a tip from us and stood around till they received one from me or realized they weren't getting one. Didn't expect that due to the price I paid for the week. Other than that, had a great trip. Would return
Comment from Hotel Management
Aug 15, 2016 by Moon Palace Golf & Spa Resort, Hotel Management
We appreciate your feedback and recognition for Efrain. Regarding your comments about the Membership tour, I would like to mention that we have shared your review with our Sales Manager. We value your comments and do hope to look forward your visit soon and any time you feel that your overall guest experience its not going beyon your expectations our Public Relations representatives can assist you in a timely matter. With kind regards, Jose Luis Gonzalez Manager Moon Palace Golf & Spa Resort
4 out of 5
by A verified traveler from México City

Excelente hotel, Horrible Playa

Posted Aug 12, 2016
Pros: Las albercas, el servicio y la comida.
Cons: La playa, no se como, pero la playa la tienen que mejorar.
Location: Cerca del hotel no hay nada, la zona hotelera esta a 20 minutos y la ciudad de Cancun esta a 40 mins.
El hotel en general es excelente, comida, instalaciones, servicio y actividades, pero la playa es HORRIBLE, es una playa muy pequeña, había una barricada de algas, pastosas, de alrededor de 1 metro en la orilla de la playa, no te permitía entrar al mar, los pies se hundían en esta pasta, y algo picaba tus piernas, una vez adentro había demasiado pasto alto, se sentía como una laguna y no el hermoso mar del caribe. Uno va a Cancun por sus playas y esta arruina casi todo el viaje. No le quita merito a el magnifico hotel que es, pero si cambia mucho la perspectiva de uno. En la habitación habia una cucaracha muerta con hijos alrededor, y mosquitos, el hotel no te da nada para esto, te las tienes que arreglar solo.
Comment from Hotel Management
Aug 16, 2016 by Moon Palace Golf & Spa Resort, Hotel Management
Agradecemos mucho el habernos compartido su experiencia y valoración durante su estancia en Moon Palace Golf & Spa Resort. Sobre sus comentarios acerca de la playa, nos gustaría mencionar que nuestra propiedad se encuentra frente a un arrecife de coral lo cuál ocasiona que naturalmente nuestra playa sea diferente a las de Cancún aun así ofrecemos como parte de su todo incluido ingreso a nuestros hoteles en Cancún. Esperamos muy pronto nos brinde la oportunidad de servirle y hacerle vivir nuevamente al estilo Palace Resorts. Será un placer! José Luis González Gerente Moon Palace Golf & Spa Resort
1 out of 5
by A verified traveler from oconnor

Don't go scam

Posted Aug 12, 2016
They took extra money for my room they told me 2500 on the resource I spent like 1500 of the resort money and they still charge me 750 complete rip off
Comment from Hotel Management
Aug 15, 2016 by Moon Palace Golf & Spa Resort, Hotel Management
We at Palace Resorts always care of our guests integrity offering proper assistance, it is never our intention to make you feel unpleasant. Allow me please to share with you that we have a Customer Service department that ran an investigation about your case, could you please email us at: customerservice@palaceresorts.com It will be a pleasure to assist you. Cordially, Jose Luis Gonzalez Moon Palace Golf & Spa Resort
3 out of 5
by A verified traveler

Posted Aug 12, 2016
The beach is nothing but seaweed and no blue water beach like other hotels have further north.
Comment from Hotel Management
Aug 12, 2016 by Moon Palace Golf & Spa Resort , Hotel Management
Dear Guest, We would like to thank you for sharing your feedback with us. Because Moon Palace is located off a reef, the beach is different from the typical beaches in Cancun. However, we make up for this by offering our guests with an abundance of amenities, including 14 restaurants, a night club, lounges and bars, seven pools, a FlowRider Surf Simulator, a world class spa, and so much more. If a great beach is at the top of your list, then you may want to consider staying at one of our sister resorts such as Beach Palace or Sun Palace (couples only). We sincerely hope we can restore your faith in us and give the opportunity to host you soon. With kind regards, Jose Luis Gonzalez Manager Moon Palace Golf & Spa Resort
4 out of 5
by A verified traveler

Agradable

Posted Aug 11, 2016
Muy agradable, limpio, el personal amable y camas confortables
Comment from Hotel Management
Aug 13, 2016 by Moon Palace Golf & Spa Resort , Hotel Management
Agracedemos mucho habernos compartido su experiencia y reconocimiento acerca de su reciente estancia en Moon Palace Golf & Spa Resort. Su valoración y observaciones favorables nos motivan a llevar cada ves más un servicio de alta calidad, esperamos tener la oportunidad de servirle muy pronto ya hacerle vivir nuevamente unas vacaciones de lujo. Será un placer! Atentamente, Equipo Palace Resorts