Ratings based on 2,991 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 California

Beautiful hotel and attentive staff

Posted Nov 20, 2017
The Moon Palace is by far the best hotel in Cancun! The service is amazing, the food is delicious, the room and grounds are clean, the drinks are strong, the beach and amenities are stellar!! I enjoyed walking the entire resort however you can take a shuttle from lobby to lobby or wait for a golf cart. The resort is a 15 minute cab ride to downtown. I got married 11/17/17 and our onsite wedding coordinator, Monica was absolutely superb. She executed every single detail! Our wedding was absolutely gorgeous and stress free!! We will be returning in a year to celebrate our anniversary!!
Comment from Hotel Management
Nov 21, 2017 by Moon Palace Cancun, Hotel Management
Dear Stacy, Thank you for taking the time on sharing your kind review with us. It has been a pleasure to host you and we feel proud to know that our wedding coordinator and staff provided you with an exceptional service. We will be honored to honst you ocne again in the future for another wonderful holiday. Kind regards, Alberto Baca Alvarez
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Nov 19, 2017
It was my first time traveling to Mexico and I stayed for 3nights and 4days with my mom. All staffs were wery nice and services were great. Foods were great, muxh better than what I expected for all inclusive package. Some of the staffs didn't speak English so it was little hard for me to communicate but staffs that could speak English were very helpful. I highly recommend you to look up transportation before you get to Mexico. Transportations were not included and since there were no wifi in the airport, I panicked a little. And do make sure to be aware of your resort credits and use it! Overall, it was great experience for me and my mom.
Comment from Hotel Management
Nov 20, 2017 by Moon Palace Cancun, Hotel Management
Dear guest, Thank you for your amazing review regarding your recent stay at Moon Palace Cancun. It has been an honor for us to host you and it makes us proud to know that as been your first time in Mexico you had a wonderful experience in our resort. We hope to see you once again for another wonderful holiday. Kind regards, Alberto Baca Alvarez
4 out of 5
Recommended
for Everyone
by A verified traveler from Montreal, QC

Moon Palace, Cancun

Posted Nov 18, 2017
Pros: Exceptional facility especially near the pools.
Cons: Food and entertainment.
Location: Didn’t venture out as there was a lot of construction going on.
We thoroughly enjoyed our visit to Moon Palace, the staff went out of there way to make you feel welcome. A thumbs up to Marco in the Activities area for getting us Canadians up and in the pool for water aerobics, we had a great time. The evening entertainment outside was adequate at best and not very well advertised. The Lobby bar should of had more evening entertainment as a lot of people gathered there every night. Now to the food, breakfast had a wide variety to choose from as did lunch. However dinner at the three restaurants we tried was average. Not one meal came to our table hot, lukewarm would better describe it.
Comment from Hotel Management
Nov 18, 2017 by Moon Palace Cancun, Hotel Management
Dear Donna, Thank you for your review and feedback regarding your recent stay with us. It has been a pleasure to host you and knowing that our staff went above and beyond to exceed your expectations make us feel proud of the service we provide to our guests. We hope you give us the opportunity to host you ocne again and show you the improvements we´ve made for you. Kind regards Alberto Baca Alvarez
3 out of 5
by A verified traveler

Posted Nov 18, 2017
The staff looks angry everytime you ask for a drink, the service was very slow unless you tipped them right away. They were horrible with the golf cart transportation and it was very over priced for a place that was under construction everywhere
Comment from Hotel Management
Nov 18, 2017 by Moon Palace Cancun, Hotel Management
Dear guest, Thank you for taking the time on sharing your comments with us. In Palace Resorts our main goal is to exceed our guests expectation and have their total satisfaction with the service. We will not tolerate any type of behavior that goes against our principles. Please be sure that your comments have been addressed to our operations management in order to verify this situation. We truly appreciate your trust in us and we hope you give us the opportunity to serve you again. Cordially, Alberto Baca Alvarez
5 out of 5
Recommended
for Everyone
by A verified traveler from Winnipeg, MB, Canada

Friendly Staff and Fanstastic Food

Posted Nov 14, 2017
Pros: This hotel has everything you need... restaurants, nightclubs, game centres, spas and gyms (in each of the three lobbies).
Cons: Our room was a bit "dated." I recommended a fresh coat of paint. We had also asked for a firmer bed - which we did receive. Again, great service!
Location: Lots to do on and off site. We were able to try a Maya Adventure (snorkeling & cenotes). Fanstastic experice for first timers.
This is my second time staying at the Moon Palace Resert in Cancun. Still a great time! Staff were friendly and courteous... always willing to do what I had asked for. I was able to try most of the the buffets and a la carte restaurants this time around. Can't really go wrong with any of the choices you have between the three lobbies. My favorite would have been the Italian restaurant inside the Grand lobby - Tavola. Our group had a great experience at The Grand Buffet for breakfast, as we had a great server. Martin was friendy and so happy to serve us. Always had a smile on his face. Took a trip to Beach Palace. Definitely worth the day to see the blueness of the Carribean Sea. For those who are looking for a place to relax and unwind, I definitely would recommend Moon Palace. Everything you need is within grasp.
Comment from Hotel Management
Nov 15, 2017 by Moon Palace Cancun, Hotel Management
Dear Kristine, Thank you for your kind review and for taking the time to share us your comments and feedback. It has been a pleasure to host you and we do appreciate to bring to our attention the situation with the room. Your feedback has been addressed to our maintenance team in order to follow up with it. We are glad to know that your overall stay was positive and that you could enjoy everything that our resort has to offer. We look forward for your next visit and to show you the improvements we´ve made. Cordially, Alberto Baca Alvarez
3 out of 5
by A verified traveler from New York

Disappointed

Posted Nov 7, 2017
First of all, I would like to warn anyone reading these reviews before booking to be aware of the fact that there are 3 resorts at Moon Palace: The best being The Grand, then Nizuc and Sunrise. It gigantic. Chances are if you are seeing an excellent review it's from someone who stayed at the Grand. The 2 other ones are average resorts therefore your experience is likely not to be as good as theirs. The problem is when you are booking, Expedia does not specify where you are heading because it's not at the Grand. So if you are not advised, you are in for a big (not pleasant) surprise. They will gladly shuttle you to visit the Grand (which is very nice) so they can show what you are missing and where you should have booked to stay. Pros: Food but limited options. After a few days, it gets boring pretty quick. Cons: The beach stinks, I mean foul smelling. Nobody went in the water. You are isolated and it's virtually impossible to leave the resort. It is a long walk from rooms to the lobby. You literally have to shuttle from point A to point B depending on where your room is located. Entertainment sucks. In conclusion, if you have to go there, make sure you stay at the Grand. Otherwise, I recommend Riu Palace Peninsula. I had the best time there. I went there twice. I cannot wait to go back. I hope this helps.
Comment from Hotel Management
Nov 9, 2017 by Moon Palace Cancun, Hotel Management
Dear Andy, Thank you for your confidence on sharing your comments regarding your recent stay with us. In Palace Resorts we value each one of our guests comments due that they help us to improve in order to provide a better service. We regret to know that during your stay you found certain challenges which did not make your overall stay to be positive. Rest assure that your comments have been shared with key members of our management in order to revise each one of the points you are addressing to us. We hope you give us the opportunity to host you once again in order to show you the improvements we´ve made. Sincerely, Alberto Baca Alvarez
5 out of 5
Recommended
for Families
by A verified traveler from Airdrie, AB

Loved it!

Posted Nov 5, 2017
Pros: The people, food, grounds...
Cons: The only issue I had was that the beach wasn't as nice as some other resorts. But it was also November so that might have been the problem.
Location: We did the dolphin swim, Tulum, and also rented a driver to go to the markets and mall. Tulum has the same stuff as the markets though.
Every single staff member we encountered was awesome and extremely friendly! The rooms were super clean and well maintained, the food was all delicious, and any little problems we had were dealt with quickly and correctly as soon as I mentioned it. My son especially liked the Wired Teen lounge, as well as the pools and the Flow Rider. It was so hard to leave yesterday and come back to 2 inches of snow...
Comment from Hotel Management
Nov 8, 2017 by Moon Palace Cancun, Hotel Management
Dear Cat, We would like to thank you for choosing Moon Palace Cancun as the righ place to spend your family holiday.At the same time, we truly appreciate the time you took on sharing your comments of your recent stay with us. It makes us proud to know that your experience in our resort was great where we were able to exceed your expectations. We hope to see you ocne again in the future for another extraordinary vacation! Kind regards, Alberto Baca Alvarez
5 out of 5
Recommended
for Everyone
by A verified traveler from San Diego

Excellent premises and services.

Posted Nov 1, 2017
Pros: Is luxurious and beatiful
Cons: I will say, by Expedia reduce your airport-hotel-airport costs. They are to high
Location: We went to another Moon Palace locations and we take advantage of the all inclusive plan.
The Moon Palace provide us with an especial dinner in an exclusive restaurant for our wedding anniversary. When I told them that our transportation to the airport was not included in the package, they covered the transportation also.
Comment from Hotel Management
Nov 3, 2017 by Moon Palace Cancun, Hotel Management
Dear Lourdes, Thank you so much for your review and rating regarding your recent stay at Moon Palace Cancun. It has been an honor to have you as our guest and to know that we surpass your expectations motivate us to continue providing an exceptional service to all our guests. We hope to see you once again in the future. Kind regards, Alberto Baca E-Concierge
5 out of 5
Recommended
for Everyone
by A verified traveler from Missouri

Hotel right on the beach

Posted Oct 24, 2017
Pros: The staff were very friendly and knew what you said and help you if they could
Cons: More carts to ride, it really is big and spread out, we walked all over ( I have a knew knee)
Location: Ocean, but when we were there the water was dirty from storms. swimming pools and go to the grand for the water park.
We had a wonderful time the staff was all helpful and lots of things to do and places to eat. Every night they had an out door show
Comment from Hotel Management
Oct 25, 2017 by Moon Palace Cancun, Hotel Management
Dear Nedra, Thank you for your review regarding your recent stay with us. Our guests comments are very important for us and help us to improve for the future. We are glad to know that overall your stay at Moon Palace Cancun was great having a great vacation with the family. We hope to see you once again in the future and have the opportunity to make you feel at home away from home. Kind regards, Alberto Baca Alvarez E- Concierge Moon Palace Cancun
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.
Comment from Hotel Management
Oct 17, 2017 by Moon Palace Cancun, Hotel Management
Foremost, we would like to thank you for giving us the opportunity to be your ideal destination to enjoy your vacations, we are so delighted to know that your overall experience was great. In regards to your comments about our food we duly noted all of them and shared with the corresponding manager for immedately attention, thank you very much for bringin this matter to our attention. Our guests loyalty is our priority and every time you share comments like this, we take immediately actions to improve our services. We sincerely hope to have again the opportunity to welcome you back soon! Cordially, Moon Palace Team