Ratings based on 2,773 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 Mar 22, 2017
I will go agai any time, excellent !!!!!!!!!!!!!!!!!!
4 out of 5
Recommended
for Everyone
by A verified traveler

Anniversary trip

Posted Mar 21, 2017
This was our second stay at this resort and it wasn't as good as I remember. Buffet food was not very good and I heard that some got sick from eating there, but the rest of food was ok. Pools were very clean and beach had lots of seaweed. I was disappointed to see that my table in my room wasn't wiped off after we ate on it. I would consider staying elsewhere next time.
Comment from Hotel Management
Mar 21, 2017 by Moon Palace Cancun, Hotel Management
Dear Second stay, Thank you so much for choosing Moon Palace Cancun. It is with great concern we read your review as of course this is not the kind of experience we want to deliver to all of our guests. Please receive our sincerest apologies for any inconvenience this may have caused during your stay. Receiving feedback from our guests is an important task as it help us to notice what areas of our service can and must be improved, please rest assured we will work on changes based on your comments since your satisfaction is the most important for us. Hopefully you will be kind enough to give Moon Palace Cancun a second chance to change your perception. If you do so please let us know, you will not be disappointed. Kind regards, Moon Palace Cancun Team
2 out of 5
by A verified traveler from California

Spring Break with a teenager.

Posted Mar 20, 2017
Pros: I'll have to say, that the restaurants were beautiful, and the food and service was wonderful.
Cons: The rooms are in need of a renovation, as well as the outdoor pool furniture.
Location: The location is very secluded, so if you are one that likes to go for a walk around town, this is not the place for you.
Very disappointed. The curbside service and check in was out of this world. We felt like royalty, until we checked into our room and walked around the resort. The first thing you see when entering the room, is an obnoxious jet tub in the room. The beds are so small, you can hardly fit 2 adults and the patio could barely fit two chairs. The hotel is seriously in need of a little TLC. There is not an attractive beach front at all. We were expecting a beautiful beach to sit an enjoy the Caribbean blue water, that was a disappointment as well, no Caribbean clear water to be found. We were given an ocean front room that had a sidewalk path to the other resorts. Everyone that walked by would look into our room, so we asked to be moved to a higher floor, but the room was not available until the next day. After we settled in, we got ready for dinner and walked around the resort to get familiar with it. We didn't see anything that was kid friendly, and most of the guests were loud and obnoxious. At 3am my husband and I woke up and realized that there was no way we could stay there for our entire vacation. So we called around and found another resort in town, that was not an all inclusive. We were able to get a credit for most of our charges. The hotel was very accommodating and tried to get us to stay.
4 out of 5
Recommended
for Everyone
by A verified traveler from Iowa

Posted Mar 17, 2017
The beach front was not as clean or clear blue as I'd hoped. Lots of seaweed and not real clear. Loves the resort itself. Wished upon our late check in we would have been told we could visit the sister resort.
Comment from Hotel Management
Mar 17, 2017 by Moon Palace Cancun, Hotel Management
Dear Guest, Thank you for your preference in Palace Resorts. We would like to thank you for taking the time in sharing with us a review of your most recent experience at Moon Palace. Please be sure that your valued comments help us to improve our service and to exceed your expectations during your next visit. Thank you so much again for your preference. Cordially, Carlos Cañedo Social Media Moon Palace Cancun
1 out of 5
by A verified traveler from Texas

Would not recommend

Posted Mar 7, 2017
Pros: Since we were there during the summer, we got to take part in releasing of the turtles. That was a pretty memorable and fun for the kids.
Cons: Service and food.
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
Dear Hong, 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. Cordially, Carlos Cañedo Manager Moon Palace Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Mar 7, 2017
Pros: The hotel was nice and the staff made you feel you were very welcome.
Cons: The membership sales meeting shouldn't take so much time.
We had a nice stay. The staff was very pleasant. The only thing we didn't like was the showing we had of the palace resort. The people we met with were nice but very pushy on membership. They had us meet with 4 sales persons to try to get us to join after we declined each time. The 90 minute meeting turned into over 3 hours of our time. I guess we will know better next time.
Comment from Hotel Management
Mar 9, 2017 by Moon Palace Cancun, Hotel Management
Dear Guest, Thank you for your preference in Palace Resorts. We are delighted of reading your amazing comments and to know that your experience at the Resort was very positive. Please allow us to mention that certainly the presentation is totally optional and with no problem you can refuse to attend, nevertheless, please be sure that we will share these comments with the respective areas for their attention and improvement. We sincerely hope to be welcoming you back in the very near future. It will be our pleasure! Cordially, Carlos Cañedo Manager Moon Palace Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from Toronto

Another wonderful vacation at Moon Palace

Posted Mar 3, 2017
Pros: Everything really - the variety of restaurants, disco, pool and poolside bars, resort credits, golf course, and the enormous spa facilities.
Cons: Disco could be open more than 4 nights a week. Substitute D.J. (Tues) is not good, resort credit for spa services could be expanded.
Location: Many tours - pyramids, islands, ATV'ing, ziplining, fishing etc. In town shopping - only 30 minutes.
Another wonderful vacation at Moon Palace, tenth to be exact. There are many things to praise this vacation resort on starting with the numerous excellent restaurants - Italian, Mexican and the Steakhouse are our favorites. The resort credit which we not only used for the spa and wonderfully relaxing massage service this year, but also for our informative golf lessons. For daytime we love the pool and the poolside swing bar and in the late evening our favorite pastime is of course the Vegas style nightclub that comes equipped not only with great music but with THE BEST staff I have ever encountered anywhere. Thanks especially to Paul who worked very hard this year to make our dancing experience the best yet. And last but not least, a very special thanks to Alfredo and Sergio for making everything so wonderful for us again this year.
Comment from Hotel Management
Mar 4, 2017 by Moon Palace Cancun, Hotel Management
Dear Donna J, Thank you for your wonderful comments. We would like to highlight that for us it is very important exceed our guests’ expectations. We are delighted to know that this was the case during your most recent visit to the Moon Palace Cancun. Our beautiful Resort is definitely the best option for having a relaxing and fun vacation for all ages. It will be our pleasure to welcome you again and create new and wonderful memories to you and your family. We already miss you! Best Regards. Carlos Cañedo Manager Moon Palace Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from Rochester, NY

Posted Feb 26, 2017
Beautiful property; excellent, extremely pleasant and attentive staff Food and drink very good, comfortable room
Comment from Hotel Management
Feb 27, 2017 by Moon Palace Cancun, Hotel Management
Dear Guest, Thank you for your preference in Palace Resorts. We are delighted of reading your amazing comments and the very kind description that you are providing. Cordially, Carlos Cañedo Manager Moon Palace Cancun
3 out of 5
Recommended
for Everyone
by A verified traveler from alberta

Nice family resort

Posted Feb 26, 2017
Nice resort for a family vacation Stay away from the buffets, variety and flavour isn't so good but the restaurants are decent. Brazilian restaurant was my favourite.
Comment from Hotel Management
Mar 3, 2017 by Moon Palace Cancun, Hotel Management
Dear Todd, We would like to thank you for taking the time in sharing a review of your most recent experience at Moon Palace Cancun. We sicnerely regret to read that some aspects were not of your total liking, nevertheless, please be sure that we will work diligently in order to improve our service. We remain at your service. Cordially, Carlos Cañedo Manager Moon Palace Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Feb 26, 2017
Great place would certainly go back again Most of the food was good
Comment from Hotel Management
Feb 27, 2017 by Moon Palace Cancun, Hotel Management
Dear Guest, Thank you for your preference in Palace Resorts and your very kind comments. It will be a pleasure to welcome you back to the Resort. Best Regards, Carlos Cañedo Manager Moon Palace Cancun