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Reviewed 10 May 2021

We just had a wonderful week at Moon Palace. We stayed in Sunrise this time. Everyone there works very had to keep the guests happy. Luis Huchim, Raphael Varane Jr, and Laura are wonderful wait staff at Caribeno and Olympic pools. Florencio is the best gold cart driver on the resort. Gabriela Fuentes Rivera is a wonderful concierge. Jose, Juan Jose, and Arturo were wonderful for our rooftop dinner.

Date of stay: May 2021
    • Sleep Quality
    • Cleanliness
    • Service
Thank tkopp1979
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palace Resorts, Propietario at Moon Palace Cancun, responded to this reviewResponded 11 May 2021

Dear tkopp1979,

What a wonderful review! Thank you so much for sharing and most importantly, for choosing Beach Palace. We always do our best to surpass our guest's expectations, and of course, your feedback is always greatly appreciated. We love to hear our guest's comments about the amazing performance of our wonderful team.

We hope to be honored with your visit once again. Moon Palace Cancun will be waiting for you!

Sincerely,

Christian Rangel
General Manager
Moon Palace Sunrise

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Reviewed 9 May 2021

Just visited the Moon Palace as diamond elite member. Last visit was 2016, after having a very dissatisfied visit we decided to give them another try. Although we enjoyed this place for a decade prior, I think our days of going here have ended.

The service staff are still very good, although the concierge processes were not impressive although clearly a necessity if you want to ensure access to services across the now multiple resorts. Any benefits from being premier member, are long gone; not even a special row of loungers for those no longer valued members. The food was good, but it seems they are trying to go over the top exotic; I will say the pastries have really ramped up.

Nizuc was completely closed, although no mention of this at booking, reducing options significantly without the same in price break. We had the benefit of using the facilities at the Grand, which I will review separately.

The last day or two of our visit we noticed a horrible new stench inside and out that seaweed was blamed for; but I am pretty certain there was a sewage issue.

Room tip: Up charge to concierge if you can
Date of stay: May 2021
    • Value
    • Rooms
    • Service
1  Thank thecottews
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palace Resorts, Propietario at Moon Palace Cancun, responded to this reviewResponded 15 May 2021

Dear thecottewa,

First of all, for choosing Moon Palace Cancun, and thank you so much for sharing your comments with us. Nothing is more important for us than learning about our guest's feedback and it is with great concern that we received your review and discovered that your expectations were not met.

We regret to learn that you’ve experienced a misunderstanding with the benefits of the membership did not meet your expectations. Rest assured that we are taking notes on all your recommendations to improve and serve you better.

Once again, receive our most sincere apologies for the inconvenience, we hope it will give us a second chance to host you again shortly and change your perception of our property. It will be our pleasure to exceed all your expectations.

Cordially,

Pamela González
Social Media
Moon Palace Cancun

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Reviewed 7 May 2021

We had an amazing vacation at Moon Palace. The staff were very friendly. Especially Gregario at Bugambillas. He and his crew made us feel like we were truly VIP guests during out. Love Gregario!!!

The only negative was when we checked in. We had to wait for our room which was totally fine as they gave us a hospitality room in the meantime. The problem was that the front desk clerk confirmed that we had two rooms close together (2-3 rooms apart) and that both rooms had king beds. Great. When our rooms were finally ready, one had a king bed and one had two queens and they were in another bank of rooms altogether. I had to fight for over an hour to get the room moved a day later.

Room tip: swim up suites are awesome!
Date of stay: April 2021
    • Value
    • Sleep Quality
    • Service
1  Thank kimmynaz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palace Resorts, Propietario at Moon Palace Cancun, responded to this reviewResponded 12 May 2021

Dear kimmynaz,

Thank you very much for sharing your kind review regarding your most recent stay at Moon Palace Cancun. We feel deeply honored to have been part of this great visit and we hope that we continue to have the opportunity of hosting you many more times.

It is gratifying to receive such great comments about our team members, rest assured Gregorio will be congratulated for their terrific work. The top-notch service provided by our team is one of our most important features, as we will always go above and beyond to assure our guests' comfort and satisfaction.


Your opinion is greatly important to us since it gives us the chance to improve and always provide better service during your stay. We hope to have the opportunity to host you again soon and redeem ourselves by exceeding all of your expectations at Moon Palace Cancun.

Sincerely,

Christian Rangel
General Manager
Moon Palace Sunrise

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Reviewed 3 May 2021 via mobile

My wife and I stayed for 9 wonderful days! Huge shout out to Lilliana at the pool, Raul and Apolino at Bugambillas, and Wilbert at the swing bar. BEST SERVICE EVER! Palace Resorts are the only way to go! Great food, great golf, and world class service all around!
Kyle and Jenna

Date of stay: April 2021
Trip type: Travelled as a couple
Thank E2726PBkylel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palace Resorts, Propietario at Moon Palace Cancun, responded to this reviewResponded 5 May 2021

Dear Kyle and Jenna,

We are thrilled and happy to read your day visit to Moon Palace Cancun has been amazing and that our team, especially Liliana, Raul, and Apolonio, catered to each and every single one of your needs. We also appreciate you highlighting those areas that you completely enjoyed.

Nothing will make us happier than to have you both back again, to enjoy memorable vacation time at this your home away from home.

Cordially,

Christian Rangel
General Manager
Moon Palace Sunrise

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Reviewed 1 May 2021

First of all, this is our third time visiting a Palace Resort (Moon Palace twice and Playacar once) and are never disappointed. The staff is so friendly and the property always looks so nice. A great getaway when we needed it to celebrate my wife. I have read that others felt a little limited with Nizic being closed until June, but we did not feel the same. The Sunrise portion of the resort was more than enough for a great week. We very much enjoyed out time at the pool, especially the friendly service of Claudia and Linda and the entertainment staff was great with Ernesto and Fernanda keeping us engaged and laughing.
I do have to say, one of the great experiences we had was because of Ramon at La Gondala (Italian restaurant in Sunrise). We went in for dinner and happened into his section. Once he saw my daughter and niece were both having alfredo, he mentioned next time we come back he will make it personally next to the table. We did go back and he did not disappoint. He made their dinners right in front of them and tasted fantastic. A great experience for the girls and I very much enjoyed his wine choices. We will always sit in his section going forward.
We also noticed that the beach was so much better than last time we visited. Where seaweed was an issue in the past, this time was so much better. We enjoyed the water and the catamaran you are able to use at no additional cost. I could have used a lessen (which they offer) but we figured it out.
Again, I want to thank Moon Palace and those that stood out for a great vacation. We will be back!!!

Room tip: Ask for the third floor...better views of the beautiful property
Date of stay: April 2021
    • Value
    • Rooms
    • Service
2  Thank Jason S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
social media Palace Resorts, Propietario at Moon Palace Cancun, responded to this reviewResponded 1 May 2021

Dear Jason S;

It is a pleasure to welcome you back to your home away from home and pamper you with the service that Palace Resorts is known to provide.

We are very happy to know that we were able to exceed your high expectations and that you were pleased with our facilities and services but also by the excellent service provided by our professional team members who make sure you and your family had an amazing stay with us.

We very much appreciate your recommendation and we hope to see you again very soon.

Warm regards,
Christian Rangel
General Manger
Moon Palace Sunrise

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