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Savings alert! 11% below average rates

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Reviews (26,258)
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Reviewed 6 April 2018

This resort is hands down my favorite all-inclusive resort! Amazing service, food, drinks, and pools. You really feel like you are in paradise here. I have been here 3 times and plan to return again in the spring. I keep coming back because of the friendly employees and the delicious food.

  • Stayed: December 2017, travelled with family
    • Value
    • Rooms
    • Service
2  Thank radrilee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_MoonPalace_Cun, Gerente at Moon Palace Cancun, responded to this reviewResponded 6 April 2018

Dear radrilee,

It is a great honor for us and for all the team to be worthy of your nice comments and sincere recommendation. It is a pleasure to be your favorite all-inclusive resort! Please be sure that our main goal is to definitely pamper you and to exceed your expectations with an outstanding service and attention to details.

Nothing is greater for us than exceeding your expectations.We hope to say "Hola" to you again very soon!

Cordially,

Christian Rangel
General Manager
Moon Palace Sunrise

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 April 2018 via mobile

My family and I stayed here the week of March 29-April 5 and we have no intentions of ever returning. We may have set the bar too high previously by staying at the Excellence Playa Mujeres which offered exceptional service and food.

Rooms:

My wife and I travelled with our two sons (7-10) and the room (Sunrise section) was very small. We arrived to find a half eaten hamburger left in the mini bar fridge from the previous guests. Gross. The room however otherwise was adequately clean. BUT......the room (like all I believe) offered only two DOUBLE beds which are obviously quite small.

Food:

Sadly very underwhelming. The buffet is the exact same food every night (Mexican) which got tiresome as we felt the a la carte were not very good. Room service food was absolutely awful and took 90 minutes each time to arrive (ordered twice). Our mini bar was also only restocked only 3 times the entire week.

Beach:

Covered in sea weed with large noisy dump trucks cleaning it every day and it often stunk.

Pool:

Decent but I had to get up at 7:00 am to reserve loungers otherwise they were entirely all gone.

Service:

In the restaurants the servers were pleasant but don’t bother expecting anywhere near friendly service at the coffee shop. Absolutely terrible there. No smiles, extremely slow. You have to request a cup (one size, smaller than small) to pour your own coffee. I felt this was so they had another chance to get a tip once they gave it to you.

As for walking through halls and simply seeing staff members, expect to be mostly ignored.

Kids clubs:

Our kids loved the playroom and “Wired” lounge.

Entertainment:

Not bad but the seating area to view was jammed into one area with very limited seating. Mostly standing room only every time.

Tips:

This resort in my opinion is WAY too big. Also, don’t lose you wristband because they will charge you $112 US PER DAY!!!! Get up early for a lounger, or........don’t bother booking at all.

Message me for any other advice.

Stayed: April 2018, travelled with family
12  Thank slillejord
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_MoonPalace_Cun, Gerente at Moon Palace Cancun, responded to this reviewResponded 10 April 2018

Dear slillejord,

Thank you so much for your preference and for taking the time in sharing with us an overview of your recent visit to Moon Palace Cancun. We regret that the experience on your recent visit to Moon Palace was not as expected. Please allow me to mention that your feedback and notes are of extreme importance as these are the main tool for improvement.

We definitely would like to take a further look at the events and issues you are kindly mentioning in order to verify on our end how can we improve. Definitely, your feedback is the main tool we have and would like to certainly obtain more information. We regret to know the experience was not five stars and our E Concierge team will be contacting you via private message for follow up and we appreciate your kind reply.

We remain at your service.

Cordially,

José Luis González
E Concierge Manager
Palace Resorts

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 April 2018

The employees at Moon Palace are friendly and helpful. I give the resort 5 stars for customer service. This is a large resort (lots of walking) with beautiful facilities. The beach is small and usually has lots of seaweed, but the pools are amazing.

I would have given a better rating if the food was better. My group consisted of four families. All of us thought the food was at best average (although the Brazilian steakhouse is awesome).

While my family had a great time, I probably will stay at a smaller resort next time.

Stayed: March 2018
6  Thank dennisjcunningham
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_MoonPalace_Cun, Gerente at Moon Palace Cancun, responded to this reviewResponded 11 April 2018

Dear dennisjcunningham,

As we are certainly pleased to read your comment on the areas you have enjoyed the most, it is concerning for me to know that we as a team at Moon Palace Cancun were not able to provide a visit worthy of a five stars review. Thank you, however, please note that we would like to thank you for rating our service as top notch.

Please note that I and the team would like to take a further look to the food aspects that were not of your total satisfaction, hence, our team has sent a private message for follow up.

We appreciate your kind response.

Cordially,

Jorge Castro
General Manager
Moon Palace Nizuc

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Reviewed 5 April 2018 via mobile

Worst beach every, full of algae. Didn't enjoy beach at all and pools were over flowing with people. Wait time in all restaurants were more than 2 hrs. Even though there were 11 restaurants but because of wait time we went to only four of them and mostly buffet. Only good thing about this resort was night shows. And there is no ways this can be 4+ resort.

Stayed: March 2018, travelled with family
8  Thank Nishi d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_MoonPalace_Cun, Gerente at Moon Palace Cancun, responded to this reviewResponded 7 April 2018

Dear Nishi d,

We certainly regret to know the experience at Moon Palace Cancun was not as positive as expected as definitely our main goal is to provide the most amazing time when you are enjoying the facilities and amenities. I sincerely regret to read to know the natural conditions of the beach caused such hassle and would like to thank for your understanding as being a natural effect. We are located in front of a reef and we take measures to maintain our beach in ideal conditions, we do also provide the option of using other Cancun beaches in our other Palace Resorts.

We do regret as well that in our offer of 12 restaurants you have encountered trouble with the restaurants. Allow me to inform you that our staff works diligently to avoid causing the least disappointments to our guests furthermore as per very strict Safety Regulations and for the conformability to our guests we have a maximum amount of guests per table in order to provide more of a breathtaking dining experience.

We definitely would like to obtain more information and to verify the follow up provided to you. Our E Concierge team has sent a private message for assistance.

Cordially,

Jorge Castro
General Manager
Moon Palace Nizuc

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 April 2018

We just came back from our fourth vacation at Moon Palace and once again had an amazing time. Highlights include:
1. We stayed in Sunrise and our room was perfect. Everything was immaculate and well-maintained.
2. We loved the food. Seriously. There are so many options. We had tepanyaki at Momo’s, ate several times at the Sunrise steakhouse (the pecanha steak is the way to go!,) and loved the Brazilian steak house (thank you to Valatin, Alan and Fausto for the excellent service and great conversations). Thank you to Maheli and Ibisial at Bugambillias – the tacos el pastor were fabulous and thank you for the great service.
3. Shout out to the organizers of the “white” theme party on the beach. We loved the live Cuban band, being able to have dinner on the actual beach, and the food was fantastic (we especially loved the grilled flank steak). Plus, we loved it when the DJ took over and it was a great party!
4. We love Ernesto, the “Dancing Chef”, and his smile, his sense of humor, and ice cream (of course)!
5. The evening shows are great. Our favorite this year was the break dancing.
6. Our kids spent hours on the flow rider. They loved learning new tricks and even tried the “surfing” side.
7. We spent hours playing horseshoes on the beach, which was so much fun.
8. We spent most of our time at the pool. Rogelio is fantastic and he gave great tips about the resort.
9. Take the “Behind the Scenes” tour. It’s amazing to learn how the hotel works, including learning about all of their extensive recycling and environmental efforts.
10. The Sunrise Entertainment crew is the absolute best! We played beach volleyball, water volleyball, soccer, made bracelets, played in the “guessing” game, participated in the cards tournament every evening, and had the best “Cancun-style” water balloon fight ever. Many thanks to Roman, Ivonne, Alfredo, Marco, Jonathon, and Javier.
11. We absolutely love Franscicco (AKA “Pancho”, who is the best MC, my children adore him, and that he’s a great person all round), Fermin (AKA “Ferminator” who my son one day wants to be able to beat at cards  ), and Antonio (AKA “Tony the Tiger”, who was great to my son) at the Sunrise Entertainment Crew. You truly are the best part of our vacation and we consider you our Cancun family. Our kids are already asking when we can come back again!
Overall, this is a fabulous family-friendly resort and they employ the best staff. They have so many on-site and off-site activities that you can choose from. We will be back soon!!!

  • Stayed: March 2018, travelled with family
    • Location
    • Rooms
    • Service
3  Thank NicoleG6497
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_MoonPalace_Cun, Gerente at Moon Palace Cancun, responded to this reviewResponded 6 April 2018

Dear NicoleG6497,

There is nothing greater for us than reading your incredible comments and to know that your experience during your fourth visit to the Resort was incredible and outstanding,

Thank you so much for the very kind comments on the food offerings we have at the Resort. It is certainly a pleasure to read so incredible description of the delicious food offerings we have in our world-class restaurants Pincahna cuts and Tacos al Pastor should not be missed!

Our staff is always going above and beyond, it is wonderful to read the nice comments towards Mr. Ernesto and Rogelio, as well as all the entertainment crew at Sunrise. The greatest and fun team at Moon Palace Cancun,

We sincerely hope to welcome you back very soon and please for other best vacation ever!

Best Regards,

Christian Rangel
General Manager
Moon Palace Sunrise

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