Ratings based on 2,910 Verified Reviews

4.3 out of 5
87% of guests recommend
4.5 Room cleanliness
4.5 Service & staff
4.4 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler from new york

Great hotel so much to do would definitely go back

Posted Aug 1, 2017
So much to do here, the beach wasn't my favorite but the pool and water park was amazing the food was great hotel staff were so nice and welcoming would recommend this hotel to anyone the only thing I didn't like was too many restrictions on how to use the hotel credit that they give you other than that my overall experience was amazing!!
Comment from Hotel Management
Aug 9, 2017 by Moon Palace Cancun, Hotel Management
Your recommendation is extremely grateful, thank you very much for rating us so positively, we were happy to be at your service. Cordially, Moon Palace Team
3 out of 5
by A verified traveler

Posted Jul 31, 2017
never again!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Comment from Hotel Management
Aug 9, 2017 by Moon Palace Cancun, Hotel Management
We deeply regret to read your opinion, it will always be very important for us to read the opinions of our guests in order to continue providing a service that meets their highest expectations. Respectfully, Moon Palace Team
5 out of 5
Recommended
for Everyone
by A verified traveler from Albuquerque

Great Place

Posted Jul 30, 2017
We booked a deluxe room and ended up in the Grand Resort part of Moon Palace. It is the higher end of the Resort. Plenty of pools to hang out in, and soon there will a complete water park for the kids. Food was pretty good and service from the staff was outstanding!
Comment from Hotel Management
Aug 8, 2017 by Moon Palace Cancun, Hotel Management
It is incredible to know that you enjoy a magnificent experience at The Grand at Moon Palace, thank you very much for sharing your comments, your pictures are spectacular and on behalf of our entire team, we thank you for the opportunity you have given us to serve you.
5 out of 5
Recommended
for Everyone
by A verified traveler from pittsburgh

Vacation

Posted Jul 29, 2017
What an amazing resort. Service, food and drinks were great. Had access to sun rise and nizcu resorts and they were beautiful. Pools and beach were taken care of and breathtaking. Definitely would recommend this to anyone traveling to cancun.
Comment from Hotel Management
Jul 31, 2017 by Moon Palace Cancun, Hotel Management
Nothing is more important to us than receiving the recommendation of valuable guests like you, thank you very much for sharing your positive comments with all of us, we look forward to the opportunity to serve you again and make your vacation the best all inclusive luxury experience. It will be a pleasure!
4 out of 5
Recommended
for Everyone
by A verified traveler

It's Ok

Posted Jul 29, 2017
It's ok and I don't want to say much. Expedia was not clear on the packages so when I got their I got a different package. It's Expedia fault for not being clear on hotel credits. Also, it Expedia not clear about the 16% tax we have to pay on everything.
Comment from Hotel Management
Jul 31, 2017 by Moon Palace Cancun, Hotel Management
We thank you for sharing your feedback with us, you can trust that at Moon Palace Cancun, we will always be committed to providing the necessary assistance before and during your vacation to ensure a luxurious experience. We hope to have your visit soon!
4 out of 5
Recommended
for Everyone
by A verified traveler from Lynn Haven, Florida

Yea o.k.

Posted Jul 27, 2017
Pros: New condition and the location near the air port.
Cons: Water park and more shuttling.
The Grand Hotel is a very nice hotel. Parts are still under construction, which was evident in our section of the resort. Plan on waking everywhere. Resort does provide a pick up service, to and from the room to lobby. And other places throughout the complex. But you will wait. Too little of shuttling with a high demand. The water park adjacent to building 94, which we were staying was not available as advertised. One of the reason why i choose the resort. Bring your own sunblock. Gift Store prices were at least 3 time more expensive then normal. Overall, it was a very nice resort for my daughter and I to get away. When the resort is finished with the construction, it should be a very nice place...
Comment from Hotel Management
Jul 30, 2017 by Moon Palace Cancun, Hotel Management
Dear Robert, First and foremost, thank you so much for choosing us. We are happy to know you had a mostly positive experience with us. We always aim to perfection and will work diligently addressing the inconveniences stated on your review, looking forward to surpass all of your expectations and provide you with the vacation experience you deserve. We hope to be honored with your visit once again soon. Best regards, Moon Palace Cancun
3 out of 5
by A verified traveler from Shorewood, IL

Moon palace stay

Posted Jul 26, 2017
Pros: My husband and I thought the night entertainment was great, hotel bars were nice, and staff was friendly and very helpful.
Cons: The towel problem with the pool chairs, roaches in the rooms, and the beach smell.
Location: Location is close to the airport. We did Selvatica as an excursion and loved it and recommend it for any people traveling with boys.
I thought overall the food and staff were good, breakfast was our favorite meal of the day, with a good spread. Our problem with the pool is people get up at 6:00 in the morning or earlier and put towels on all the chairs, leaving no area for us to sit when we got out there at 10:00 or so. The pools were crowded and the water slide pool was shut down one day along with another pool the next day. Our favorite pool on the last day must of have some type of drain problem, because it was cloudy, had lots of grass and bugs in it. The last day of our stay I saw a roach in our room. The beach smelled of seaweed and was not an enjoyable place to swim- which was disappointing. There was no Expedia rep there and the last full day of the trip, it took us over an hour to figure out who to talk to about transportation which I booked with expedia.
Comment from Hotel Management
Jul 28, 2017 by Moon Palace Cancun, Hotel Management
Dear Shannon, First and foremost, thank you so much for choosing Moon Palace Cancun. It is with great concern we received your review since this is definitely not the kind of experience we strive to provide for our guests. There is nothing more important for us than your satisfaction and we truly regret your perception. We are always eager to hear what our guests have to say about their vacation experience, this gives us the chance to learn from your feedback and work focused on the areas that requiere the most from our attention. Thank you for your visit, we hope to have a second chance to redeem ourselves and change your perception. Best regards, Moon Palace Cancun
3 out of 5
by A verified traveler from Naples, FL

Good hotel but need more organization.

Posted Jul 25, 2017
Big hotel with good food, they have nice pools but the pool water was not clear, the beach is definitely no good. There were to many customers wish make their work very difficult and as a result insufficient. They have different hotels around Cancun that you can enjoy as well during your reservation tine wish helps to have more options. The credit assigned to you they should not call it $1500 dollars credit, because is NOT, they should only call it credits because is only good for some discounts.
Comment from Hotel Management
Jul 27, 2017 by Moon Palace Cancun, Hotel Management
Dear Yoe, Your comments are greatly appreciated, thank you so much for sharing them with us. There is nothing more important for us than your satisfaction, we will take note on your comments and share them with management for a proper follow up. Thank you for choosing Moon Palace Cancun, hopefully we will have the chance to change your perception in a near future. Best regards, Moon Palace Cancun
1 out of 5
by A verified traveler from Midwest

Avoid this resort like the plague it is.

Posted Jul 24, 2017
Pros: The hotel credits are a scam. Throw them out like candy and in the end you have to pay the "taxes" on everything - you pay just as much.
Cons: Close the hotel. Hire an entirely new staff. Don't con guests into thinking they're getting a tour of the property when it's a two hour sales pitch.
Location: The resort is located on a stretch of beach where no one else would build. Why? Because of the reef - it keeps the seaweed and driftwood at shore.
Huge disappointment. Place still under construction and water park isn't open! Had to listen to chainsaws, hammer drills, jack hammers and other equipment the entire week. They don't tell you the water park isn't open which was the big draw for my kids. Got roped into a "tour of the hotel" - turned out to be a two hour sales pitch for their vacation club! Never got the tour. They want your money and that's what it comes down to. The ocean? As brown as you can imagine. Pretty blue ocean photos on their website must have been taken at a different resort or digitally touched up, because this water is brown - and smells like a sewer. That's right - a sewer! So much seaweed and driftwood that the beach combers came by every two minutes! No one stayed at the beach more than 10 minutes because it literally smells like a sewer. Never mind the fact that this resort doesn't even have it's own beach - you have to walk to the next resort down (owned by the same family). The only beach near Moon palace has not even been addressed yet. Half of the staff doesn't speak enough English to communicate with you. We asked for sugar and were brought soap! Some times the golf carts stop for you and some times they don't. No tennis racquets/balls and basketball was way over inflated. Our room was cleaned three of the seven days we were there. We ordered room service four times. It was wrong all four times. Once they're out of towels at the pool that's it. Drinks were WAY too strong.
Comment from Hotel Management
Jul 27, 2017 by Moon Palace Cancun, Hotel Management
Dear Bill, First and foremost, thank you for choosing Moon Palace Cancun. It is with great concern we receive your review since this is definitely not the kind of experience we strive to provide for our guests. Your satisfaction is the most important for us and we sincerely regret your perception. We are doing our best and working diligently to ensure all of our guests receive the experience they deserve, we will continue with the daily improvement addressing all of the issues stated on your comments. Thank you for your feedback. Best regards, Moon Palace Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from california

All inclusive review

Posted Jul 24, 2017
Nice inclusive hotel for the family for relaxation
Comment from Hotel Management
Jul 24, 2017 by Moon Palace Cancun, Hotel Management
Dear Chris, Your preference and comments are greatly appreciated. Thank you so much for choosing Moon Palace Cancun. We look forward to host you again in a near future. Warm regards, Moon Palace Cancun