Ratings based on 2,961 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
3 out of 5
Recommended
for Everyone
by A verified traveler from Vancouver, BC

Decent resort for your family@Moon palace Sunshine

Posted Oct 16, 2017
pro - hotel location - staff - room cleanliness and comfort - huge pool - indoor kids playroom - many available activities to do in the resort - Palace resort hopping con - food quality - restaurant choices - pool condition, broken tiles everywhere - always waiting for golf car if you stay at a farther building from the lobby - nightly performance stage - beach is small and dirty Overall, the room and lobby feel luxuries, friendly staff, lots sport activities, and best of all you get to visit other palace resort and spend a day there, I recommend Cozumel Palace for the snorkeling, and beach palace for shopping and the beach is much nicer there. But don't expect much for the food from any of these palace resort except the Grand at the moon palace, the food is much better there, but you need to pay extra to visit there ($32 USD per person), and since it's newly established, I find many staff doesn't speak English. Moon palace is also too huge for our family, we will go back to the hotel zone in our next Cancun visit.
5 out of 5
Recommended
for Everyone
by A verified traveler from Western Australia

Loved it!

Posted Oct 6, 2017
Such an amazing place for the whole family. Enjoyed every minute of our 2 week stay there!
Comment from Hotel Management
Oct 10, 2017 by Moon Palace Cancun, Hotel Management
Thank you for taking your valuable time to express your comments about your recent visit to Moon Palace Cancun, we value your kindness and wonderful rating. Creating unforgetable memories for valuable guests like you is our committment and we will be delighted to look forward your visit again. With kind regards, Moon Palace Team
4 out of 5
Recommended
for Everyone
by A verified traveler from Canada

Large, beautiful hotel

Posted Sep 28, 2017
The hotel was large and beautiful. I was a little disappointed that Canadians did not get access to The Grand included (all of UK does). Food wasn't as good as I was expecting but still satisfactory. Was surprised to learn that you pay 16% when you use your resort credit. overall great experience, I would definitely go back.
Comment from Hotel Management
Sep 28, 2017 by Moon Palace Cancun - Recent Visit, Hotel Management
Thank you for express your comments about your recent visit to Moon Palace Cancun, we value your confidence. We also regret to know that the benefits that were offered during your stay were not up to your expectations, we sincerely hope that next time you honor us with your visit you give us the opportunity to be at your services in The Grand at Moon Palace Cancun. It will be a pleasure to be at your services again. Cordially, Jose Luis Gonzalez Moon Palace Cancun
2 out of 5
by A verified traveler from Denver

I got Salmonella!!!

Posted Sep 9, 2017
Nice resort. I have been to at least 10 different resorts in this area. Never had a problem. My overall though of this resort was it was nice, but the pool area was crowded and dirty. After three nights, I was sicker than you know what. Returned home sick, went to doctor. Ended up testing positive with Salmonella. Will never go back to this resort. I know things happen, but they shouldn't happen at a 4-5 star resort.
Comment from Hotel Management
Oct 4, 2017 by Moon Palace Cancun, Hotel Management
Dear Brian, Foresmost we hope that you're full recovered in Health, thank you for voice your feedback with us. That in which refers to your concern regarding our Food & Beverages; we would like to inform you that all of our F&B procedures are thoroughly inspected by our Standards Department to ensure that the cleaning processes are enforced. The resort is governed by strict regulations that are set forth the Health & Sanitation authorities in Mexico and we are in total compliance with this. Furthermore, our Resort has been certified with the "Distintivo H", as you may be aware, this award is issued by the Secretary of Tourism to top resorts in Mexico after a year’s worth of surprise health inspections under the strictest guidelines. We always welcome the opportunity to listen and find the proper solutions to restore your faith in us. It will be a pleasure to be at your services again. Respectfully, Jose Luis Gonzalez Social Media Manager Palace Resorts
2 out of 5
by A verified traveler from San Antonio

Horrible Beach & Not Good Food

Posted Sep 8, 2017
Pros: I like the room, friendly staff
Cons: Food, Service at the pool, time share sales presentation
Location: Nothing nearby, horrible beach, super expensive store inside hotel
Disappointing, horrible beach, compared to other all inclusive food wasn't`t very good, I was invited to a tour for the new facilities (the Grand) - not very impressing by the way, it turn to a aggressive sales presentation, the sales person was insulting us, and was very rude
Comment from Hotel Management
Sep 26, 2017 by Moon Palace Cancun, Hotel Management
Dear Fernando, Thank you for taking the time on sharing us your feedback from your recent stay with us. All our guests comments are valuable for us which allow us to improve in order to provide a better service. We at Moon Palace Cancun are committed to seek the excellence in everything we do and every time we receive a feedback from our guests, we immediately run a formal investigation to determinate the causes that happened during the presentation which concluded in this unfortunate experience. If there is anything we can assist you with for the future please do not hesitate to contact us. Sincerely, Jose Luis Gonzalez
5 out of 5
Recommended
for Everyone
by A verified traveler from New york city

Great resort. First class facility.

Posted Sep 3, 2017
Pros: Numerous and different restaurants. Transportation was well planned. Staff were helpful in planning your stay. The spa was great.
Location: The location is perfectly placed. The activities were great especially the snorkeling and swimming with the dolphins . .
This is my first time at an all inclusive resort. I absolutely loved my experience. It was so relaxing that I didn't have to plan everything. I love to try different restaurants. You could eat at a different restaurant for lunch and dinner every day. The atmosphere is conducive to enjoying your vacation.. while you are there, your only thoughts I are "what to do next?", "where to go for dinner?", "how to get to my destination?". What do I feel like doing today?
Comment from Hotel Management
Sep 26, 2017 by Moon Palace Cancun, Hotel Management
Good morning Judy, Thank you for your review of your recent stay with us. Is is a pleasure for us to know that we exceeded your expectations and overall your experience at Moon Palace Cancun was positive. We hope to host you once again in the future and let us create another wonderful and memorable vacations for you. Warm Regards, Jose Luis Gonzalez
5 out of 5
Recommended
for Everyone
by A verified traveler from bayside, NY

comfortable and well managed

Posted Sep 2, 2017
Pros: property itself and maintenance
Cons: little more courteous staff in front desk and vacation planners. restaurant's staff was excellent.
Location: location was okay and airport was very close
wish we had a private beach. but the shows were excellent, food was superb.
Comment from Hotel Management
Sep 4, 2017 by Moon Palace Cancun, Hotel Management
Good morning Susan, Thank you for your feedback regarding your stay with us. It is a pleasure for us to know that you had a wonderful and positive experience at Moon Palace Cancun. In Palace Resorts we strive for always looking after our guests in order to achieve and exceed their expectations. We hope to see you once again in the future and let us pamper you with our service. Have a nice day. Kind regards, Jose Luis Gonzalez
5 out of 5
Recommended
for Everyone
by A verified traveler from Trinidad and Tobago

Amazing Hotel

Posted Sep 2, 2017
Great experience with friendly and courteous staff. Amazing spa!
Comment from Hotel Management
Sep 4, 2017 by Moon Palace Cancun, Hotel Management
Good morning Sabrina, Its is a pleasure to read that you had a wonderful stay at Moon Palace Cancun. By loving what we do and putting our efforts together, this is how we always exceed our guests expectations in order to create memorable vacations. It will be an honor for us to see you once again in the future to let us pamper you with our service. Warm regards, Jose Luis Gonzalez
3 out of 5
by A verified traveler from los angeles

The Grand at the moon palace

Posted Sep 1, 2017
The grand at the moon palace we went as a family of 9 we had 4 suites they gave them scattered which I wasn't pleased with since we had to be waiting for a cart to drive us from room to room. The suites are very comfortable and spacious, staff is very friendly but I think they need more training, the food was not that great resort was very clean and smelled really good. Spa is wonderful but the masseuse need way more training. Out of a 10 I give it a 6 the resorts is very beautiful I just think since it's new the staff need to be trained better if they want people to return. I loved the service and food from Moon palace Nizuc. If I had a choice to go I would rather go to Nizuc. I wasnt really pleased with Sunrise it's an older resort didn't like the smell or food not sure about the rooms. All hotels are family friendly and adults only private pools. Oh almost forgot the mix drink in the grand are not great I would suggest Nizuc as well well hope my reviews will help..
Comment from Hotel Management
Sep 4, 2017 by Moon Palace Cancun, Hotel Management
Good morning cynthia, Thank you for your feedback regarding your recent stay with us. We regret to know that we did not exceed your expectations, however we would like to mention that all our guests comments and feedbacks are very important to us in order to improve and provide a better service for a memorable experience. Your feedback has been shared with our bellboys department as well with our operations management. We hope you give us the oportunity to host you once again in order to create a memorable vacation for you and your family. Sincerely, Jose Luis Gonzalez
4 out of 5
Recommended
for Everyone
by A verified traveler from Edmonton, Ab, CA

Return to Moon Palace

Posted Aug 31, 2017
Pros: The size of the resort, never felt busy until you where in the Grand Lobby area. Could always find a day bed or chair no matter the time of day
Cons: The service was a little hit and miss. They were also not always forthcoming with information about the resort.
Location: 25 minutes to hotel zone Cancun, 35 minutes to Playa Del Carmen & Tulum was 90 minutes away. Xcaret and Xel-ha are close, along with cenotes & beachs
We spent two weeks at The Grand at Moon Palace. This hotel and the two attached are fantastic hotels (Sunrise & Nizuc). We found check in and check out to be very easy and simple. The room was spacious enough for 2 adults and a 12 and 13 year old, we had a roll-away bed. The housekeeping was perfect and we wanted for nothing, and they generally responded quickly to requests. We never had a bad meal eating at any of the 3 resorts or in our travels to Beach Palace. Some restaurants we liked better than others. We also found that the overall service at The Grand seemed to fluctuate greatly, and wasn't as consistent as in Sunrise or Nizuc, but that's probably just the newness factor. The Grand gets busy with paid guests from the other two, so it gets chaotic and loud. We only ate at the Grand buffett once, due to the chaos, noise and poor service. Some of the best service we had was in Nizuc and Sunrise. The beach is not a great beach for playing in/on, it was red-flagged for two weeks due to jelly fish, rays, sea urchins and something else, so not a traditional beach location per say. The pools, the activities, gym, spa were all great. We loved hanging out at the adults only pool and the pool at Los Tacos (because pool and tacos, right?). We would definately go back to MP or one of their other hotels.
Comment from Hotel Management
Sep 2, 2017 by Moon Palace Cancun, Hotel Management
Good morning Geoff, Thank you for your review and feedback regarding your recent stay with us. It is a pleasure for us to know that overall your stay at Moon Palace Cancun was pleasant and positive. We understand the beach factor where the seaweed does not allow to enjoy that much the beach which due to a unusual natural event in the last few days duplicate the ammount of seaweed in the area, however we do never rest the efforts to preserve the beach in a optimal condition for our guests. We hope you give us the opportunity to host you once again in the future and let us make pamper you with our service. Warm regards,