of TripAdvisor Travelers recommend this hotel
"Member Review/ Staff here need to be praised for their efforts! Amazing crew of people!"
I first want to give a shout out to the amazing staff who dealt with us on a daily basis in Entertainment and Service! OUTSTANDING! Your friendliness and fun spirits added so much to our trip and we left calling many of you lifelong friends. I want to give extra special mention to the Entertainment team... -Jonathan (Jonah) who went above and beyond to keep our trip active and exciting. His participation daily at beach volleyball was one of my favorite parts of the trip and he went above and beyond to give us great advice on things to see and do and even invited us to an amazing spring break party which was something we'd of never had the opportunity to do without his help. His great attitude and fun spirit will have him listed as a lifelong friend along with all the other amazing members of the Entertainment crew who kept us amused and laughing from sunup to sundown. -Ricaardo (cant wait to see you in Canada! We'll be sure to show you the great hospitality you showed us! -Vanessa, you're a phenominal woman and a great sport, thanks so much for taking great care of us both! xox -Dante, such a fun guy! and competitive! always gave me a challenge -Viviana, lovely lady, always had a smile for us -Jorge, a great sport and excellent athlete, gave me a challenge every day -Frank, such a great attitude and enthusiasm -Charly, awesome guy! -Royer, so much fun! -Ivan , tremendous spirit! -Andrey, always has a smile and a laugh to give Seriously...these dedicated staff need a big raise! :) xoxo We also very much enjoyed our meal services and drinks. We had the Romantic dinner at Sunrise under the full moon and I must say it was one of the best meals ive had in my life. We received a placecard with our staffs names on it but have misplaced it. I'd like management to look up who served and cooked for us that night and give them al a round of applause. (our reservation was Schmaus-7606) and the atmosphere, service and dedication to excellence was noted. There was a singer and I took my girl for a dance and know it made the staff smile to know their efforts to create a romantic atmosphere were noticed and effective. We also partook in the members dinner on our last night and loved it! *Ilvis was a phenomenal waiter and had plenty of jokes and interactions that made our night special along with the phenomenal meal. I'd also like to give a shoutout to the dedicated servers that we enjoyed breakfast with.. -Ivan -Mauricio -Oscar -Edgar and the buffet chefs -Erick -German and Rayo--Who made the best omelettes we've ever had!! Id also like to give a shoutout to the staff at our pool bar who kept us well hydrated and day-drunk, especially.... -Jausinto who gave me real banannas in my mudslides! Yummmmm and came out across the sand to track me down and -Karen at the towels who has the most beautiful smile every day I'm sure there are lots and lots of people who I should of mentioned...including the staff who kept our room (7606) clean and lovely. I hope management takes note of their efforts as well on room 7606 from APRIL-5TH-14TH as we left them with some challenges, body paint in the showers and a few other crazy circumstances their services were noticed in. all in all... kudos to you all. The facility is lovely and a gorgeous layout. All the restaurants were phenomenal. The golf course is world class, and the clubs were on point with the atmosphere at some of the bigger establishments. Noir was beautiful and hopping every night. The Dj and staff kept us raving till the wee hours. Unique was stunning! I was very surprised however that no one seemed to know about it. We also had an awkward situation on the Monday evening where our wealthy friends were not allowed entry as they were not members. They offered the staff several hundred dollars and were still denied entry!' No one was there. Maybe 20 people so it made no sense to deny access to enthusiastic holidayers. I noticed a few days later that policy was revoked and they instead had a VIP members area. a much better idea. As a member I was quite embarrassed to have invited my friends and had them turned away at a resort they paid to be at. my only criticisms would be on the customer service end when booking as a member. It was a complete catastrophe that resulted in us paying substantially more for the trip than our initial quote. We had been told the initial quote would be honoured and worked out when we arrived as dealing on the phone was exhausting. We tried to book for 2 weeks and were passed from rep to rep to verify pricing and specials and a email change of address that was never applied to our account (so correspondences from the resort were not received despite us telling evrryone we spoke to what our proper email address was....apparently the "system" doesn't allow changes without a lengthy and frustrating process. needless to say once we arrived nothing was honoured...we couldn't even get a complimentary set of gold clubs to offset the additional costs. We were also overcharged at checkout for excursions that were paid with resort credits and ended up on my wifes mastercard. They supposedly "refunded" this as we checked out....but NOPE...all charges are still on her card and we've called repeatedly to get it credited back as promised with no luck. A pretty shoddy way to treat a member who already felt overcharged by the initial pricing and promises that weren't kept. Ill call again today, likely speak to 17 different people and hopefully get the several hundred dollars in overcharges refunded...finally. sp bottom line...love the staff and resort. But definitely not pleased with the value in my "Membership" Once they have your money its a struggle to get what you expected. I talked to several non members who paid less for their trip but received similar benefits. I'm unsure if I'll be renewing once the next payments come due as everything from the sales to the booking to making changes in the legal department was a hassle and produced no result. 5 star resort though...and what you'd expect in this pricepoint for quality and service.
"Moon Palace is just spectacular "
We are on our last day of a week a Moon Palace after staying at the Golf Villas. We stayed here so we could get two connecting rooms with a sitting room in between. The whole trip has been perfect and a huge amount of that is due to the service. Starting with our concierge Al at the Golf Villas. He is great and got everything done for us we needed. On the whole our expectations were exceeded! Jacqueline at the pool and countless others were just awesome at every interaction. We are hopefully coming back next year!
"So relaxing and wonderful"
We arrived at the resort and wow it is beautiful. I like the extra security as you enter the vast resort. We stayed in Nazuc. Our room overlooked the ocean and was so clean and neat perfect. All the staff smile and talk to you it just is polite clean and so well planned. We loved the amazing spa. You have to take a golf cart around the resort and we were driven by very kind people who really cared about our trip. We loved the all inclusive and did tip a few dollars here and there. These dear people work long hours to make us happy they deserve to have that above and beyond service rewarded. Food was great loved everything I had fresh selection.The breakfast could get busy we found going there at 7:30 was great or 9 am. Plenty of selection and excellent service places carried for you chairs pulled out for you just attention to the guest was exceptiona. The beach is not the best part a lot of seaweed but you can go and get a sun bed on beautiful sand but just remember closer up to wards the sunrise area is better. The spa is amazing so relaxing and really works those muscles. Just don't go if you have too much sun it can hold back the best plan.Tours to all the sites for a fee well worth seeing the Mayan ruins and all the amazing architectural wonders. This can be a long day so be prepared it can be hot and walking is totally the plan.Transport there top quality buses modern and clean great guides. The transport pre planned to and from the airport is worth every penny so be organized the airport is planned chaos but helpful people are there. Beware of folks offering you transport if you have it booked follow the instructions get the right driver. We flew Southwest and apart from a rather odd boarding technique they were great big planes good leg room nice staff oh and great price. This resort is a few miles outside of the main resort so if you like to be in the middle of a resort this is not your place. If you want total pampering wonderful grounds clean rooms and amazing decor pools and spa this is your place.Families tend to stay at Sunrise as it has a better child pool and is very family oriantated.oh yes the worst restaurant was the carrabean one at the grand they worked so hard but it was not great.otherwise you will be eating often and well all inclusive means all inclusive ENJOY THE PAMPERING.
"Ok but overrated "
First thing I should say is that we always stay in 5* hotels/resorts and I also travel extensively with work, so yes I have very high standards and expectations! Sadly the Moon Palace - particularly the Nizuc where we stayed for 7 nights, failed to live up to them. The positives The restaurants were all exceptional, both in quality of food and service. Our favourite was the Brazilian Steak house, the meat was cooked perfectly and the Mayan coffee was prepared in such an entertaining way and was delicious. For us, the resort credits worked really well, we didn't use all of them but I felt what we did get was really good value. My daughter and I had manicures and pedicures in the spa (again brilliant service) and we used some for a day out for 3 of us to the waterpark which was big fun, and included food and an open bar. The waiting staff everywhere were wonderful, the pool areas especially, always attentive and super friendly. The not so positives Our room - it would have been absolutely perfect for a couple, but we were one adult and 2 fully grown teenagers!! My sons bed was brought an hour after check in and put up in front of the window, completely spoiling the look of the room and making it appear squashed. This "put me up bed" was made up with a sheet and blanket rather than the beautiful bedding my daughter and I had, and I spent the next 3 days repeatedly asking the staff to leave enough amenities for 3 rather than 2 (ie robe, mug, glass, even the nighttime chocolate!) whilst the staff were insistent the room was designed for 4 people it didn't work for us. There were only 2 chairs on the balcony (and not enough room for a 3rd) so the kids took it in turns to sit out with me! And only 2 chairs at the little table inside. Sun beds - I was shocked to discover when we strolled out just after 9am on our first morning that we could not get 3 sun beds anywhere in the pool area as they were all reserved! I have never seen that behaviour either allowed or needed at any other 5* hotel. My observation was that some of them weren't even used, they had simply been grabbed just in case. I resisted doing the same for 2 days but eventually followed everyone else and set my alarm for 730 each morning so that I could go and get our beds, this annoyed me every single day!! To add insult, the sun beds at the Nizuc are well past their best, many of them are broken and they are not the modern comfortable type that they have at the Grand. For me the negatives outweighed the positives and I wont return to the Moon Palace
"Meal at barracuda steak house"
What a lovely meal. My husband had a blue new New York steak and he said it was fantastic. I had chicken on skewers and my son had ribs and my daughter also had chicken and it was cooked to perfection. Compliments to the chef. Our waiter Jorge Perez was amazing. He was very informative and told us what the chefs specials were and he was right they were amazing. Drinks were refreshed constantly and his smile made us smile. He is an asset along with the rest of the staff in this restaurant.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 2:00 PM , Check-out: 12:00 PM