Ratings based on 2,943 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
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.
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,
5 out of 5
Recommended
for Everyone
by A verified traveler from vancouver

Nive hotel

Posted Aug 27, 2017
We stayed at The Grand and everything were good. The lobby bathroom is insanely beautiful. Staffs were good except housekeeping in our room was not that good. Our bed sheets were not changed for our entire stay for 6 nights. We were a family of three and they only provided us with 2 towels and no face towels at all for some days.
Comment from Hotel Management
Aug 31, 2017 by Moon Palace Cancun, Hotel Management
Good morning adeline, Thank you for sharing your comments regarding your recent stay with us. We are glad to know that overall your experience at The Grand at Moon Palace Cancun was great. We regret to know that you experience inconveniences during your stay. You can remain sure that this has been revised by our housekereping department in order to investigate what may have occured during the stay and also not to happen again to you or any of our guests. We really hope you give us the opportunity to welcome you once again in the future and let us pamper you the way that you and your family deserve. Sincerely,
5 out of 5
Recommended
for Everyone
by A verified traveler from los Angeles ca

Gorgeous place ,and its Huge

Posted Aug 23, 2017
BEAUTIFUL place lots of pools it has 3 lobbies....so much to see and do... you wont regret going.....staff are super friendly
Comment from Hotel Management
Aug 26, 2017 by Moon Palace Cancun, Hotel Management
Good morning patty, Thank you for your review of your recent stay with us. It´s an honor for us to know that your experience with us at Moon Palace Cancun was great and exceeded your expectations. By showing pride in our jobs and loving what we do, this is how we look into perfections to create memorable vacations for all our guests. Thank you.
4 out of 5
by A verified traveler from london

Big hotel

Posted Aug 23, 2017
The beach was dirty and full of seaweed and there was a terrible smell coming from the sea over the swimming pools that made you gag! Overall, the hotel was very large and has many restaurants and has nightly entertainment. However the rooms are small ish and be warned if there are 4 of you in a room, you have to contend with 2 double beds instead of 2 king size beds! Expedia blatantly lied about the type of room that I had booked as my package. They showed a better room from the grand hotel and in fact we were staying in the sunrise hotel. Extremely disappointed. The hotel refused to do anything about this and said it was down to Expedia and not them! Fuming is all I can say.
Comment from Hotel Management
Aug 26, 2017 by Moon Palace Cancun, Hotel Management
Good morning, Thank you for your feedback from your recent stay with us. We would like to share that we do understand the situation about the beach where unfortunately in the last few days an unusual natural phenomenon occured where bigger amounts of seaweed were coming toward the beach. Our staff is constantly working on a daily basis from 06:00am till 07:00pm running back and forth on each of the properties cleaning the beach in order to have it in optimal conditions for all our guests. Have a nice day. Sincerelly,
3 out of 5
Recommended
for Everyone
by A verified traveler from los angeles ca.

Moon palece

Posted Aug 23, 2017
Liked it better 3 years ago. But still liked it if I get a chance to coma back will stay here
Comment from Hotel Management
Aug 26, 2017 by Moon Palace Cancun, Hotel Management
Good morning, Thank you for your feedback regarding your recent stay with us. We regret to know that we did not exceed your expectations during your holiday. In Palace Resorts we strive for always looking into all our guests needs in order to achieve and exceed their expectations. We hope you give us the opportunity to host you once again in a near future in order to create memorable vacations. Have a nice day. Warm regards,
4 out of 5
Recommended
for Families
by A verified traveler from Texas

Moon Palace Aug 10th

Posted Aug 23, 2017
Pros: The food was great...
Cons: Transportation to the builds more golf catrs
Location: Tours are great, the beach is covered in seaweed all the time.
The only issue is I would buy the tours early and not go through the hotel. Next is remember the large bus that pulls up to the hotel is lobby to lobby it will not take you anywhere else. The bellman told us it would take us somewhere it did not, when I told a manager I was told oh well that is not our fault. So as long as you set back enough time to get to get tour you will be fine. Hotel is big, so as long as you don't mind walking you will be good. The golf carts take forever to pick you up and drop you off. Last the beach is not nice at all at this location. If you want to hang at the beach pick the moon beach resort not this one.
Comment from Hotel Management
Aug 26, 2017 by Moon Palace Cancun, Hotel Management
Good morning Dan, Thank you for your feedback regarding your most recent stay with us at Moon Palace Cancun. We are glad to know that overall your experience with us was good however it saddens us to know that you experience certain inconveniences while on holiday. Be sure that your comments have been shared with our operations management in order to follow up on this as well as we would like to share with you that in the past few days an unusual event create that the ammount of seaweed increased drastically in the area. Therefore we constantly are working on cleaning the beach to have it on its most optimal conditions for all our guests. We hope you give us opportunity to host you once again and let us create memorable vacations. Cordially,