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
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 23, 2017
Staff is excellent. Extremly accommodating. Love this place. Great for a family vacation
Comment from Hotel Management
Apr 24, 2017 by Moon Palace Cancun, Hotel Management
Dear Guest, We always strive to provide the highest satisfaction levels to our guests and it's rewarding to learn we achieved this goal with you. Thank you for your preference! Best Regards, Carlos Cañedo Manager Moon Palace Cancun
1 out of 5
by A verified traveler from ORANGE COUNTY CA

Hotel is unsafe for kids and staff is terrible

Posted Apr 23, 2017
Pros: nothing special
Cons: customer service
Location: the beach is awful
this hotel is not safe for children we had an accident with our baby daughter. we been in so many hotels in Cancun but this was the worse experience we found the real face of service when you need it. Service is not about food and drinks that are included any way - and this is the only service they offer. service is about what is not offered any way. staff completely ignored us after the accident, no one came to check on us. they behave so ugly. did not want to give us bandits and pads and antibiotic cream to clean the blood area wanted to charge $20 for each item...  when the hotel is 20 minutes away from pharmacy and they do have in house doctor just ridicules   i attach photos of few areas in the hotel that are simply dengerouse like huge openings in balcony, sharp edges in the shower, sharp tub corners in the center of the room etc  by the way, the food is simply ok and the beach is awful  - you can't go in
4 out of 5
Recommended
for Families
by A verified traveler from Boston

Nice Family Vacation

Posted Apr 20, 2017
Pros: All the included activities for the kids and adults.
Cons: Updating at the pool, some of the outside restaurants need to be refreshed. Activity daily guide.
Location: The is really no reason to leave the property. This is local shopping and restaurants 20 minutes away either direction.
Tons of activities for all! If you are looking for an all inclusive resort with tons to do this is the spot ! Volleyball,basketball,tennis, Golf, windsurfing,catamaran, paddle boards, painting, flow rider, bouncy huts, biking etc..... Customer service was top notch. They try over the top to make sure you have everything you need. It is a very big resort, having to go back to your room once at the pool is not a 5 minute activity. The beach was not the best around. the rooms are spread out and very peaceful.
Comment from Hotel Management
Apr 20, 2017 by Moon Palace Cancun, Hotel Management
Hello Skip, Thank you for your preference and for taking the time in sharing with us your very kind comments regarding your most recent visit to The Grand. Please be sure that our main goal is to provide you an outstanding experience and we aim to be the ideal place for an excellent and over the top vacation for all families. Your straight forward observations are greatly appreciated, as feedback is of extreme importance to Palace Resorts. We remain at your service. Do not hesitate in contacting us. Best Regards, Carlos Cañedo Manager Moon Palace Cancun
2 out of 5
by A verified traveler from New York

Very poor beach. Ratings are overinflated.

Posted Apr 19, 2017
Food was average. Rooms were tiny if you have a child. Hotel is quite old and we went in with high expectations. We ended up paying significantly extra to upgrade our room and make it more livable with a kid.
4 out of 5
by A verified traveler from Salt Lake City

Great pool, facilities, food, terrible beach

Posted Apr 16, 2017
Cons: The beach is not ideal.
The hotel facilities are amazing! The food, restaurants, pools, flowrider, beach toys, kayaks, catamarans, miniature golf, tennis were excellent. The rooms were very cramped due to the jetted tub in the middle of the room. We were there with our family of 7. We were in two different rooms with double beds, which were very cramped for two people to sleep in. The only real downside is the beach. There is so much seaweed on the beach every day that the hotel staff spent all day cleaning the seaweed off the beach, but it was only clean after 3 or 4 in the afternoon. There are really no waves to speak off and there is really no place for the kids to spend in the water itself. If you are looking for a nice resort, great. If you are looking to spend time in the ocean, then look somewhere else.
Comment from Hotel Management
Apr 17, 2017 by Moon Palace Cancun, Hotel Management
Dear Chris, Thank you for your preference in Palace Resorts. It is certainly a pleasure to host you and also to exceed your expectations. Your straight forward observations are greatly appreciated, as feedback is of extreme importance to Palace Resorts. That in which refers to the beach condition, please note that certain times of the year the ocean seems to produce a larger quantity of residue than normal. It is worth mentioning that the resort has contracted maintenance workers that are continuously cleaning our beach areas. Thank you for your understandings as this situation goes beyond our control. We sincerely hope that you will return to Mexico many more times in the future and once again giving us the opportunity to host you at one of our many Palace Resorts. Best Regards, Carlos Cañedo Manager Moon Palace Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler

A great hotel in Cancun

Posted Apr 14, 2017
Pros: Very friendly staff and the food was fresh with many options for restaurants
Location: Great location, away from the hotel zone which is a plus. Many tours available if you want to leave the hotel.
Another great trip to Moon Place. We stayed there for 6 days and never got tired of the selection of food. Very friendly staff and clean facilities. We will definitely be going back in the near future.
Comment from Hotel Management
Apr 14, 2017 by Moon Palace Cancun, Hotel Management
Dear Guest, Thank you for your preference and for sharing your comments with us. One of our main goals is to create wonderful memories and we are delighted to know that this was the case with your most recent stay. We are looking forward to your next visit. Best Regards, Carlos Cañedo Manager Moon Palace Cancún
3 out of 5
Recommended
for Everyone
by A verified traveler from uk

Moon palace

Posted Apr 13, 2017
It's was good but room service was cold and took a long time. There are more staff trying to sell you time share then trying to serve you drinks and so Lots of restaurants to eat from and where of good standards. Pool side was good but get you sun beds early or you could find that you have nowhere to sit. Over all I would give it 3.5 out of 5
Comment from Hotel Management
Apr 14, 2017 by Moon Palace Cancun, Hotel Management
Dear Aki, Thank you for your preference in Palace Resorts. We sincerely regret to read the comments that you are mentioning regarding your most recent visit to Moon Palace Cancún. Please be sure that your comments as important as they are, have been shared with the respective departments for improvement. Thank you for your observations as these hope us to improve! We hope this situation will not deter your impression of Palace Resorts and your future visits. Cordially, Carlos Cañedo Manager Moon Palace Cancun
4 out of 5
Recommended
for Everyone
by A verified traveler

New favourite vacation spot!

Posted Apr 13, 2017
We just got back on Sunday and have been watching prices and planning our next trip! We loved this resort so much and can't get over how amazing all the staff was. So kind and appreciative. This hotel invests so much money back into the hotel its unreal. The amount of attention they spend making sure every little last detail is perfect for their guests is overwhelming. On the 8th day I was still amazed at how beautiful the gardens, restaurants, teen rooms, bathrooms etc. were and was still snapping pictures in awe. There is so much more of everything than what you see on their websites. I took so many pictures but looking at them they just don't do this resort justice at all. There is a reason this resort has such high ratings. The two things that dropped my rating by just a bit was the sea weed on the beach and the tour where they take much more than the promised 90 min of your time. At the end of their pitch they offered me a "gift" where you pay so much and receive a week stay for so much.. I was told a week but after paying and reading the certificate it was for 4 nights. Super disappointed that they would allow their staff to do this. Just the same I will definitely be going back and rave about this resort to all of my friends. If you want to know if this resort has anything specific leave me a question and I will be sure to reply. Feel like they have everything in a resort you could dream of and more.
Comment from Hotel Management
Apr 23, 2017 by Moon Palace Cancun, Hotel Management
Dear Guest, Thank you for your preference and for your very kind and detailed description of the grounds and amenities of the Moon Palace Cancun. It is certainly a pleasure for us to create an unforgettable vacation and please be sure that our fantastic staff is dedicated completely in exceeding your expectations. We will be honored of welcoming you back again and many more times in the future. Do not hesitate in contacting me in case that you need further assistance. Best Regards, Carlos Cañedo Manager Moon Palace Cancun
3 out of 5
Recommended
for Everyone
by A verified traveler from olympia, wa

Be cautious if you have any dietary restrictions.

Posted Apr 9, 2017
Pros: Clean, beautiful and staff was very nice.
Cons: Food
The Moon Palace is beautiful and we would most likely return sometime in the future. However, with having a vegan child, the food options were very limited. I contacted the resort in advance to ask about accommodating dietary restrictions and was told they would have plenty of options. Not the case. Momo's the the only restaurant that could accommodate. Very disappointing.
Comment from Hotel Management
Apr 10, 2017 by Moon Palace Cancun, Hotel Management
Dear Terri, First and foremost we would like to thank you and for bringing to our attention these comments regarding your most recent visit to our resort. Please allow us to mention that we have available in our online website as well in our Palace Resorts app all the menus from the restaurants, here you will find the description from all the restaurants and at the menus you will see marked food for gluten free and vegetarians and vegans. Our restaurant hostess as well as our Public Relations staff are available in order to provide you all the incredible options that we have. We hope to be welcoming you back again, do not hesitate in contacting us as soon as your next stay approaches as it will be a pleasure to assist you. Best Regards, Carlos Cañedo Manager Moon Palace Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from seattle ,wa

Posted Apr 9, 2017
Very nice hotel and friendly staff , all the restaurants provided really good service except the Gondola , the one in the sunrise lobby
Comment from Hotel Management
Apr 10, 2017 by Moon Palace Cancun, Hotel Management
Dear Phong, Thank you for your preference and for your very kind comments. Please allow us to mention that our main goal is to exceed your expectations and to create an unforgettable vacation. Nevertheless, we will certainly share your comments with the management of Gondola Restaurant as we would like to continuously improve. Hope to be welcoming you back very soon. Cordially, Carlos Cañedo Manager Moon Palace Cancun