of TripAdvisor Travelers recommend this hotel
"Great resort! Would recommend except for Grand access being restricted"
Our family stayed at Moon Palace Sunrise Nov 13-17. Room: We had a Family Deluxe room, which is two adjoining rooms with doors that could be closed for privacy. One had a king bed and the other had two full size beds. Each room had its own jacuzzi tub and balcony with hammock. The rooms were always clean and the maid service was great. Turn down service each night was terrific also. Both refrigerators were always stocked with choices of beer, pop and liquor. Rooms were slightly smaller than pictures, but still a very nice size. A couple of nuisance issues to note: the safe in kids room had to be repaired twice; the Xbox in kids room wasn't connected to TV, so had service tech come fix; we had to request kids drinks, snacks and robes as they weren't stocked in room at check in. Pools/Beach: The pool at Sunrise was the largest and quite nice. Plenty of activities if you wanted to participate and quieter areas if you wanted to relax. Service around the pool was very good. The Flowrider was great for kids and adults and lines were short. The pool at Nizuc also looked great. We spent an afternoon at the water park at the Grand and like others have said, when its done, it'll be great! There were no slides open on day we were there, but wave pool and lazy river was open. When completed there will probably be 7 or 8 slides for both kids and adults. As for the beach, it was cleaner than I anticipated and weeds were non-existent on the sand, but the water was muddy looking due to the offshore reef. It's a nice beach to walk, but swimming is not optimal. Food/Restaurants: Food and service overall was very good. High points were Tavola (Italian), JC Steakhouse at Grand; Arrecifes (Brazilian Fogo De Chao type), Los Caporales (Mexican; tableside guac prep and Mayan coffee prep was awesome) at Nizuc and also El Manglar for breakfast buffet in Nizuc. Tavola and JC may have been our favorites overall, but service was great at all of them. Reservation was required for JC Steakhouse and although I called two days prior the only available for 5 people was early at 5:30pm, but it was very good. Our only low points with food was Momo (Asian) at Sunrise. Food was ok, but service was the worst we had all week and it was bad/slow. Room service was also VERY slow and room temp at best when it arrived. Cafes: Cafes in Sunrise and Nizuc were nice, but lacked fresh baked goods like muffins, danish. Grand Cafe was nicer and included those options. Would be nice to see them available at each. Also, coffee was self serve but no lids for travel cups were available. Carrying two cups of coffee back to the room caused drips and I did see several spills over the week. Kids/Teen Rooms: We were really impressed with the playrooms and teen lounges. Good selection of arcade games (all free), etc and the whole family had fun in them. The playroom at the Grand was a step up with laser games, bumper cars, glow in the dark mini golf and rope course. The playrooms in Sunrise/Nizuc were good, but lacked those features. The basketball/tennis courts at each were also very nice and in good condition. One last mention is the outdoor mini golf between Nizuc and Sunrise. It was a full 18 hole course and was great for kids and adults alike. Play as many times as you want, just sign in. Bars/Clubs: We were on a family trip so our bar time was limited, but all 3 lobbies had really nice bars. Skybar at Sunrise was good with live music on top of bar. The Pub at Nizuc looked very nice too. We didnt get to see the disco/dance clubs so cant review. Service was always good in these venues and drinks were name brand by request. Other high points: They had a Christmas village set-up at Sunrise with a giant xmas tree that you can walk or slide into, a train ride and other really nice holiday treats including a live show on Tuesday night. This was great for the kids. Security around the resort always seemed great. We never felt unsafe for a second the entire stay. Grounds around the resort were well maintained. I would disagree with other reviews that describe portions as rundown or in need of updating. Shuttles from resort to resort were fine. Sometimes extended golf carts, sometimes full big buses. Shuttle was only 5 mins from one end to the other. Other low points: Biggest low point was the need for resort credits for day pass to Grand. It was $200 for adult and $100 for kids, so cost us $700 in resort credits to spend a day at Grand. The worst part was the $112 US in 16% surcharge for the day pass. I was aware of the surcharge and it was fine for spa services, etc, but I had to use 700 credits AND pay $112 to visit the Grand, which had the best restaurants and water park. This policy needs to change or makes Moon Palace hard to recommend to friends. The premium for Grand should be for the nicer/larger rooms, but cutting off the Grand restaurants to Nizuc and Sunrise guests hurts the resort. Daytrip Advice: If you like a nice beach or snorkeling, take a day trip to the Isles Mujeres. We took a taxi to Ultramar ferry in hotel zone, then took ferry to the island and then rented a golf cart on the island. Make sure to spend time at Playa Norte beach. It was absolutely beautiful and clearest water you can imagine. Can't recommend that beach enough. White sand beach and also in the water as far as you can walk. Also explore other areas of the island at your leisure. Very scenic and gives a taste of more authentic Mexican culture. We felt safe at all times and gave us a day on the beach instead of the pool. Also, the shops are cheaper than Cancun with many restaurants and small cafes. Moon Palace offers an excursion to Isles Mujeres, but we enjoyed doing the day on our schedule and exploring on our own. Conclusion: All in all we had a great family trip. Rooms were good, food was good and service was almost always great. There were a few minor nuisances, but the only real drawback was the access to Grand because the best restaurants were there. That's the only issue that gives us pause for a full recommendation. We liked the more active atmosphere of Sunrise, but would want access to Grand venues.
"Enjoyable stay, value for money with access to the Moon Palace Grand"
My husband and I stayed at the Moon Palace for a week in October. It was our first experience at an all inclusive and it came highly recommended by our travel agent Thomas Cook. The key features that were used to attract us were the in room jacuzzi and the resort credit for staying a certain period of nights, however, we did come to find that it was the activities and facilities in the resort itself that made our stay most enjoyable.. We booked the stay a year in advance and were under the impression that we only had access to Sunrise and Nizuc. However, as it was low season and the new extension, the Moon Palace Grand was just opened, we were given complimentary access throughout our stay and that had enhanced our stay significantly as the quality of food outlets (especially for dinner) at the Grand were significantly better than in Sunrise and Nizuc. There are plenty of activities at the resort, and you can pick up a weekly schedule from each lobby to plan your stay. We would highly recommend the following, with the note that Sunrise has the most activities: - Behind the scene tour to see how the resort runs its operations - Poolside activities at the Sunrise side of the pool - although the activity list for Sunrise and Nizuc were similar, we really enjoyed the energy and passion that Francisco and his team brought and made us feel excited and geared up rather than lazing around in the sun - Bicycle tour - this gives a quick overview of all the facilities in the resort, and also the different option available - e.g. it is more active in Sunrise, but if you are looking for somewhere quieter, Nizuc or some parts of the Grand is better - We were lucky to come in September where it was the season to release baby turtles - we felt really fortunate to be prat of something special. Big thanks to Andrey from Nizuc who told us while we were working out at the gym so that we didn't miss out as we missed the information. - If you have never scuba dived before, there is a scuba diving pool which you can try out and if you are ready, to take your training there before going out to Isles of Mujeres for your first experience. The instructor (can't remember his name) was most kind and patient, and I would have totally done it if not for an injury later in the week. When it came to food, there were plenty of options. What the resort has done very well with portion control - at an all inclusive, it was easy to go overboard and order everything from the menu, but we ate well and barely wasted any food. We would suggest downloading the Moon Palace app on your phone to load the menus, and also to check your room balance for your convenience. - Only JC steakhouse and the French restaurant at the Grand require advance reservations. JC steakhouse was delicious and we were really impressed with the quality of food and found it value for money. We would like to thank Ernesto and Hilary for looking after us for that evening. - Favourite restaurant was the Peruvian restaurant Cusco - it is located at the end of the Grand, but is certainly worth the walk/ travel. As it was our first time experiencing Peruvian food, we truly appreciated Luis Alberto's food knowledge in guiding us through the menu and recommending us the best options to begin our gastronomy experience. - Jade at the Grand was the superior restaurant vs. Momo at Sunrise as the food presentation and quality were way better - Breakfast - we had breakfast in all three buildings. In terms of variety, they are all fairly similar. We would recommend avoiding Sunrise as a leisure guest, especially when there is a conference going on. We really enjoyed the Mexican A La Carte breakfast (can't remember restaurant name) and was really spoilt by the personalised service. Our room was 8008 and it was a distance away from the pool, however, it didn't bother us as much as we planned our day well and ensured that we took what we needed before heading out. It was also conveniently located near the Grand where we frequented and had a shuttle bus which stopped nearby. We found it difficult to use our resort credits wisely as most of the activities we wanted to do - Scuba diving, site visits, were not covered by it. We used it mainly for spa treatments (we were lucky that they did not impose a limit), bowling at the Grand and also supplements for meals (lobsters at the Steakhouse). That said, there are plenty of complimentary activities to do in the resort without needing to use the resort credit. There were complimentary shuttle buses to Cancun City Centre and the sister hotels but we did not find it necessary as there was plenty to keep us busy during our stay. On our last day, we did receive a tropical storm warning and the hotel was well organised, providing us with ample notice and giving us the option to take away food from their buffet restaurant to eat in the room. All of the non-vital services were also closed early, that includes the spa, and all other restaurant outlets. It was very well organised and had something occurred, we knew that we would be in good hands. If you are looking to work during your stay, be wary that wifi can be a bit patchy in the room! This hotel is also not the place to go if you are looking for a nice beach as the sea didn't look that inviting. We thoroughly enjoyed our stay and would not mind returning again in the future.
Just come back from a 10day Holliday staying at Nizuc Moon Palace. Excellent service from all staff, cleaners, waiters,reception, spa but a special thanks to Andrey in the Entertainments team for making the bingo sessions fun and to all the others, Viviana, Vanessa, Karla Roger, Joel, Charlie, Ricardo, J.C and Jorge (sorry if I have forgotten anyone) for providing the entertainment round the pool area. The only criticism I would make is it would be nice if the hotel could offer a shuttle service to Cancun even if it was only that you could use once a week as the taxi there and back is £32, not so bad if sharing with another couple but there was only two I us and would have gone into Cancun a few times more if it was not for the cost. Don't forget anything when you go to Moon Palace because the shop is very expensive and nothing nearby so would have to make a trip into Cancun.
"Fab stay at Moon Palace"
This was our third time to Moon Palace. We stayed at The Grand and it was lovely. We had a fantastic holiday, the staff were so lovely and welcoming. David and Arturo in the Grand lobby bar were fab and provided us thirsty guests with excellent service. To be honest, we could not fault our holiday at all, We had some fabulous foods especially in the new Le Chateau and JC’s Steakhouse in The Grand section. The only bad meal we had was in Bugambilias in Nizuc - this I have to say was very poor and we all had tummy trouble the next day. I never like to eat where no one else is eating so that should have give us a clue, but live and learn. The Grand section is really good and i’m So glad we were in that section of Moon Palace. We did visit Nizuc and Sunrise but I have to say, there was no atmosphere there, whether the hotels were empty or everyone preferred to go the The Grand section i’m Not sure, but I did feel like the bars and restaurants in Nizuc and Sunrise are in need of refurbishment now. All in all we had 10 fab nights at Moon Palace, it is just a shame the flights from the UK are so long and the time to get through the airport puts another 2 hours on top of a 10 hour flight, otherwise we would visit more often.
"Best vacation ever!"
This was our 11th time to the moon palace resort. Nothing but the best service you could ask for on a vacation. From the bell boys, waiters, girls seating you at the restuarants to the housekeepers the staff is amazing! Great place for family, couples and friends. Met some great people that will be lifetime friends. Ate at the Manglar restuarant every morning being greeted by a wonderful woman named Dulce and our waiter Carlos who made us smile every morning. They went above and beyond with exceptional service. Would come back again and will soon. Wonderful resort, We stayed in the Nizuc section and had a wonderful room. This is a very large resort and you don't have to leave to find things to do outside of the resort. we will be back!
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 2:00 PM , Check-out: 12:00 PM