of TripAdvisor Travelers recommend this hotel
"1st trip to cancun"
you couldn't ask for a better place. rooms were beautiful food was fantastic and everyone just attends to your every need. did not want my week to end. so comfortable and laid back will definitely be back.
"Lost some of the things that made it amazing, but still great."
We've been staying at Moon Palace for 5 or 6 years, and we love it. I do have to say that it is missing some of the things that made it amazing, though. The entertainment crews at the pool are nowhere near as good as they used to be. Daniel and his crew at Sunrise were amazing, getting everyone involved in fun activities and making sure everyone had a great time every day. The same was true with Felix and his crew at Nizuc. Now the entertainment people go through the motions, but don't have near the effect. I no longer look forward to the fun at the pool like I used to. Another thing is the loss of the poolside bar at Sunrise. I can't think of any reason why they would close it down, but they did. Now, getting a drink is far more difficult. Going to the swing bar requires at least 10 minutes each drink, and the pool wait staff can take even longer. Another issue I tend to always have is with the reservations department. No matter what, something alway gets screwed up. I booked this vacation 10 months in advance and requested a second floor suite (we book presidentials). When we arrived, they'd put us in a first floor suite looking out onto the bathrooms. I'm always told that these things are simply rare mistakes, but I've never had a booking that didn't include at least one "rare" mistake. They really need to get their reservations team straightened out. They also hadn't activated the "gifts" for one of our room, and the hassle it would have taken to get that corrected was too much, so we simply went without the massages, manicures, and pedicures we were promised. These things get annoying. All in all, the resort is still first class, and the coming addition of the new Moon Grand looks spectacular. I only hope that they improve on some of the things I mentioned. There is one person that needs to be recognized for absolute excellence, and it's a person you wouldn't think could have that kind of impact on a guest. Jesus, who makes the omelettes at Birgumbilia's (spelling') breakfast buffet in Sunrise is incredible. My entire family still speaks about him. His smile and infectious personality start each day off right. He not only makes incredible omelettes quickly, so even a long line takes no time, he does it in a joyous way. I can't praise that man enough. And, yes, I'm aware that the omelette maker usually isn't the guy people rave about in reviews but, if you meet him, you'll understand.
"Great stay at Moon Palace"
Wonderful 4 days at Moon Palace, food is decent. Al a carte better. Pools and grounds beautiful. My son loves the water slide and play rooms. Hotel a little run down compared to last year but overall a great experience. 😊
"Massive resort with impressive service"
Spent 9 day at Moon Palace in the "old" Grand resort with friends. We booked through their diamond membership which granted us access to certain pool cabanas, shuttle preferences, premium liquors and wines to name a few of the upgrades. The resort is in the final stages of a huge addition to the Grand resort to mirror the impressive nature of the Nizuc and Sunrise resorts and their beautiful main lobbies. The "new" Grand is capital O in opulence. The main lobby bar is beautiful and the restaurants that we were able to get to in nine days were excellent. The growing pains aside, all the staff were incredible and the food was excellent. There is really too much that was amazing, impressive and shake-your-head good to list. The staff were the real game changers at the resort. All were incredibly friendly and helpful. The only two things I could comment on that would improve my next visit were the beds; for those that like a soft mattress, this is your resort. Secondly; and it's really a minor comment, the food options were up and down at certain restaurants on the resort.
We stayed at the Moon Palace Resort in February in the Sunrise section. We had an amazing time. Service was outstanding. We had a minor issue in the room that was fixed 5 minutes after we called about it!!!! Our son (who is a teenager loved the Flow rider and enjoyed spending time in the Teen lounge. Our trip was magical and we can't wait to go back.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 2:00 PM , Check-out: 12:00 PM