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Recent guest reviews

Loved the rooms, views ans upgrade. Great staff. However, since it is auch a hugeee place whenever you need something done like room serive or a bell boy to pick you up they take forever. This resort is huge and every time we needed to go to lunch or dinner we had to walk all the way to the lobby. The carts are supposed to be running around taking people but we walked most of the time since they were always full.

The place is great and the staff is very friendly and courteous. However, their air conditioning system is not the best. If you like to sleep in a cold room under a thick comforter this is not the place to do it. We request the termostat to be check and they even switched us to another room but the same issue so i thinks a cool room is what they have to offer. I would come back a million times, love the place!

This place is so pretty and the workers went above and beyond to make the stay great! I regret not staying longer! I used the all inclusive option and all the food was so good I tried all the restaurants but the Asian ones bc of time. The only thing is room service food wasn’t the great tbh. The club and drinks were good as well make sure u ask for the brand of alcohol u want if not they will give u the cheap stuff lol

Everything is kind of to far. The facility has a roof leek every where

Everything was great

Beautiful property...gorgeous. Endless pools with views of the ocean. Great service and truly felt taken care of. Definitely a family orientated resort - highly recommend!

I went here for my honeymoon. They are very clean and safe. They ensure you sanitize your shoes and hands. The staff is very friendly. My only complaint would be about the reservation. This place consists of multiple hotels. You should be aware that when you are booking with Orbitz, you can only choose between two of them ( Sunset and Nizuck). Just be mindful of that. The Grand is the best of all of them.

We had a fabulous time at Moon Palace over the New Year Holiday! Can’t wait to return again!

Too crowded, bad service, very less restaurants compared to property size, hardly any good food in buffets, drinks were mostly watered down.

Bad food, terrible drinks, unfriendly staff, poor service. Room service people won’t show up even after multiple calls. You order something and get something else. The cart has 30 to 40 mins wait time.

Many feral cats on the property that cruise the residences for plates of room service leftovers left out side the doors of guest suites. They defacate in the hallways, and cry all night. The beach is terrible and dirty, not conducive to swimming. You will waste many hours waiting for cart or bus transfers around the resort. They are not as timely as stated. Services and staff are good and the food and beverage services are decent.

Service was wonderful even if some staff made mistakes, but they tried. Food was good, but selection at certain restaurants were limited. I would have given 4 or 5 star, but Moon Palace sales pitch was horrendous. I was told that this was not a sales pitch, but rather have a meal and look at the property. It was 45 minutes of sales pitch with sales person talking down to us as if we were children.

Excellent service very clean beautiful grounds, food was good

This was my 2nd time at an all-inclusive resort but the first time with kids. We had a really great time. The resort has some great facilities for kids that ours really seemed to enjoy. The food was really good, with generous buffets that gave everyone great food options. The pools were lots of fun. The biggest negatives we encountered: the seaweed along the beach was rather nauseating. I can't blame the resort at all for this, especially since they were trying to clean it up the whole time we were there, but it was very smelly for quite a distance away. The kid zones had lots of closed or broken attractions (ball pit area, video games that weren't functioning, etc); our kids still had fun. Room was small with a huge jacuzzi bathtub in the middle of the sleeping area--not ideal for a family of 4. To visit the Grand, the adjoining property with a huge water park, you had to sit through a hard sales pitch meeting for their vacation packages; it seemed nobody was really being terribly honest about things during this process, but I appreciated the day at the water park. All in all though, we really had a nice time and the property was good. It was a great place to visit at this point in our lives where we need responsible and safe child care and lots of options for picky eaters. It was all very memorable.

If you are looking to have a great beach experience Moon Palace is not the place to go. It is located on a part of the beach that you can not get in and reeks of dead sea life. They will provide transportation for you to go to a Palace resort that is located on a more pleasant part of the beach. It’s about a 30 min ride each way plus the time waiting for the bus. Don’t waste your money paying for an ocean view. You’re not going to get the breath taking ocean views that are portrayed in the pictures. The Moon Palace area is very large (3 resorts) and you spend a lot of time waiting on transportation to get from one place to another. If you think of them on a tier based on amenities Nizuc would be tier 1, Sunrise tier 2 and Grand tier 3. It seems that the 3rd party sellers such as Orbitz scam people by not putting Sunrise on the name (it only says Moon Palace All Inclusive), but provide it as an option with the cost higher than that of the Nizuc listing and lower than the Grand, but when you pay for it you get booked at Nizuc and these sellers just pocket the extra money. I specifically paid for the middle priced option when I booked, but we were placed in Nizuc, the lower tiered resort. They need to add Sunrise to the name on the listing so they can not continue to scam people into paying for a higher priced room without having it appropriately documented since they only put Moon Palace All Inclusive on that option.

They stay went fairly well until checkout time. I booked to play one round of golf, with club rentals. At checkout, there was two charges for Tee times, and two charges for club rentals. They had stated I was booked to play another round (which I wasn't). I had argued for about 10 minutes with the front desk as I didn't book a second Tee time, and they are refusing to refund the charges as "it's policy sir", so I was directed to the Public Relations desk, and all the guy could say was "it's policy sir, I understand your frustration but there is nothing we can do as you didn't cancel"... I NEVER BOOKED IN THE FIRST PLACE. I told them to show me the call where I booked and they refused to do anything else. Worst customer service I have ever seen with a hotel, and I travel a lot.

Carretera Federal 307 Cancun QROO

Hotel highlights

  • Free buffet breakfast
  • Free WiFi in rooms and public areas
  • Free valet and self parking
  • Onsite dining

Located within a leisurely stroll of Costa Occidental de Isla Mujeres National Park, Moon Palace Cancún - All Inclusive is within a few miles (5 km) of Xoximilco. This 2036-room, 4.5-star property has 6 outdoor pools along with indoor private spa tubs and 16 restaurants.


Dining

Free buffet breakfast is included with your stay and awaits you each morning from 6:30 AM to 11:30 AM. Relish the Asian cuisine at Momo, one of 16 onsite restaurants. Order from 24-hour room service to satisfy your hunger without leaving your room, get a quick pick-me-up at the 2 coffee shops/cafés, and mingle with other guests at the free daily manager's reception.


Rooms

The 2036 rooms are air-conditioned and have an array of amenities, including indoor private spa tubs, balconies, and minibars. 47-inch Smart TVs come with satellite channels and pay movies, and guests can stay connected with free WiFi. Bathrooms offer hair dryers, free toiletries, bathrobes, and slippers. Coffee makers, free long-distance calls, and free local calls are also available.


Property features

Moon Palace Cancún - All Inclusive features a golf course, a marina, and a full-service spa. Free valet and self parking are available, and there's also an airport shuttle. The 24-hour front desk has multilingual staff ready to assist with luggage storage, tours or tickets, and dry cleaning/laundry. Other amenities at this all-inclusive property include 6 outdoor pools, a nightclub, and karaoke.

Room options

Honeymoon Suite, Flex Cancellation options

1 King Bed | Sleeps 2

Family Room, 2 Bedrooms, Kids & Teens Free + Flex cancellation options

1 King Bed and 2 Double Beds | Sleeps 6

Junior Suite Golf Course view, Flex cancellation options

1 King Bed | Sleeps 2

Deluxe Room, Ocean View, Kids & Teens Free + Flex cancellation options

2 Double Beds | 1 King Bed | Sleeps 4

Guest reviews for Moon Palace Cancún - All Inclusive

Everyone (35) Couples (5) Family (15)
4
Family Partner Couples Friends

Loved the rooms, views ans upgrade. Great staff. However, since it is auch a hugeee place whenever you need something done like room serive or a bell boy to pick you up they take forever. This resort is huge and every time we needed to go to lunch or dinner we had to walk all the way to the lobby. The carts are supposed to be running around taking people but we walked most of the time since they were always full.

By on Jun 15, 2021

Review comment responded on Jun 16, 2021

Dear Guest, Thank you for choosing Moon Palace Cancun. We appreciate your comments, as they allow us to keep improving to provide you the best service. We would be more than happy to welcome you back for a wonderful vacation. We remain at your service. Cordially,

4
Partner Couples

The place is great and the staff is very friendly and courteous. However, their air conditioning system is not the best. If you like to sleep in a cold room under a thick comforter this is not the place to do it. We request the termostat to be check and they even switched us to another room but the same issue so i thinks a cool room is what they have to offer. I would come back a million times, love the place!

By on May 24, 2021

Review comment responded on May 26, 2021

Dear Guest, Thank you for choosing Moon Palace Cancun. We appreciate your comments, as they allow us to keep improving to provide you the best service. We would be more than happy to welcome you back for a wonderful vacation. We remain at your service. Cordially,

5
Friends

This place is so pretty and the workers went above and beyond to make the stay great! I regret not staying longer! I used the all inclusive option and all the food was so good I tried all the restaurants but the Asian ones bc of time. The only thing is room service food wasn’t the great tbh. The club and drinks were good as well make sure u ask for the brand of alcohol u want if not they will give u the cheap stuff lol

By on May 19, 2021

Review comment responded on May 20, 2021

Dear Guest, Thank you for taking a moment of your time and sharing your experience with us. Rest assured that your satisfaction is our number one goal and that your feedback is very important to us. We look forward to welcoming you back soon. Sincerely,

3
Family

Everything is kind of to far. The facility has a roof leek every where

By on Apr 12, 2021

Review comment responded on Apr 13, 2021

Dear guest, Please be sure that your satisfaction is our main goal and that your comments are very important to us, we regret to read the comments that you are mentioning in your review. We look forward to welcoming you back soon and exceed your expectations. Best Regards

5
Family Family

Everything was great

By on Apr 9, 2021

Review comment responded on Apr 9, 2021

Dear Guest, Thank you so much for your positive feedback, we are glad to know you enjoyed your stay and we hope to host you again soon. Cordially,

5
Family Family with small children

Beautiful property...gorgeous. Endless pools with views of the ocean. Great service and truly felt taken care of. Definitely a family orientated resort - highly recommend!

By , from Elgin, IL on Jan 19, 2021

Review comment responded on Jan 20, 2021

Dear NunoFamily, We appreciate you taking the time in sharing with us your feedback as it is extremely important to us. We hope to have the opportunity to welcome you back to Moon Palace.

5
Everyone

By on Jan 19, 2021

Review comment responded on Jan 29, 2021

Dear Guest, Thank you for choosing Moon Palace Cancún. It has been a pleasure to have you with us, we hope to welcome you back soon! Cordially,

5
Everyone

By on Dec 3, 2020

Review comment responded on Dec 4, 2020

Dear Guest, Thank you for choosing Moon Palace Cancún. It has been a pleasure to have you with us, we hope to welcome you back soon! Cordially,

5
Partner Couples Family

I went here for my honeymoon. They are very clean and safe. They ensure you sanitize your shoes and hands. The staff is very friendly. My only complaint would be about the reservation. This place consists of multiple hotels. You should be aware that when you are booking with Orbitz, you can only choose between two of them ( Sunset and Nizuck). Just be mindful of that. The Grand is the best of all of them.

By , from New York, NY on Aug 31, 2020

Review comment responded on Sep 1, 2020

Dear Jay; Thank you for choosing Moon Palace Cancun. It has been a pleasure to have you with us.

5
Everyone

By on Feb 12, 2020

Review comment responded on Feb 12, 2020

Dear Guest, Thank you for your recent 5-star review on Expedia. We hope that in the future you will give us another opportunity to host you and provide you with a unique and personal service that Moon Palace Cancun is known for providing. We remain at your service. Cordially,

Moon Palace Cancún - All Inclusive

Carretera Federal 307, Cancun, QROO 77500
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