Would not recommend
Posted Mar 7, 2017
Since this was a big family trip we called a week prior to arriving and requested that our rooms be placed close to each other and they said they would note that and that it wouldn't be an issue. Upon arriving, we were told that they couldn't honor that request. This resort has several different buildings and we were scattered throughout. My room was the furtherest building from the lobby. After getting settled into our room, we decide to shower before exploring the resort, but realized that there was only 2 sets of towels even though we had 3 people in our room. We called the front desk to request another set but had to call a second time to make another request later that night because it was never delivered. The bathroom smelled like urine the entire time we were there. Even after room service, that smell still lingered. The food was hit or miss. Some of the restaurants required reservations that could be booked in advance as opposed to booking the morning of, so we were only able to try one. I guess I must have missed that when researching because when we tried to make a reservation for dinner the first night was told it was booked 4 days out. The alcohol beverages were very diluted and icey. The bottom of the pool was very slippery. The first time I stepped into the pool I slipped and fell. And it's impossible to get a chair by the pool unless you go really early to save a seat. Defeats sleeping in on vacation. Being an Expedia Gold member had no benefits at all.
Comment from Hotel Management
Mar 9, 2017 by Moon Palace Cancun, Hotel Management
First and foremost we would like to thank you for taking the time in sharing your comments with us as these are of extreme importance.
We sincerely regret to read that the experience at the Resort was not completely of your pleasure and that some aspects of your visit were not completely positive. Please allow us to apologize for a less than satisfactory experience. Nevertheless, while reading your comments I would like to highlight that it is important for us to improve your experience. During your stay you can approach to Public Relations desktops to be assisted and our team will be delighted of assisting you in order to ameliorate all necessary aspects.
As the very important guest that you are we would like to assure you that your comments have been shared with the respective areas as our outmost priority is to improve our guests' experience at Moon Palace.
We remain at your service for any further assistance that you require.
Moon Palace Cancun