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Recent guest reviews

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.

Everything was great. They just took a long time (over an hour) for checking us in and didn’t give us rooms with ocean view. Later after calling them and waiting in line again for another hour, we got a different room next day. Lots of waste of time trying to change rooms

The property had a bad smell and the beachfront was closed

Loved 1) the 10 restaurants that was a part of the all inclusive resort, 2) the 2 play houses available to drop of our 6 and 8 year olds so we can have time alone, 3) the beautiful pools on site which were the perfect depth for my girls who do not swim well.

Great place. Lots to do, the pools were great and lots of eating options

The staff was extremely accommodating. Awesome trip! Wiould recommend for sure.

Property was beautiful. BUT..we called for room service told one hour it was 2 hours and I had to call 3x to check. Also called the desk for refill out refrigerator everyday, which it should have been stocked when room cleaned. I had to call to remind them because it was not re stocked when I called first time, which each time was in the morning

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 Cancun-Chetumal Km. 36.5 Cancun QROO

Hotel highlights

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

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 2058-room, 4.5-star property has 10 outdoor pools along with a golf course and a full-service spa.


Dining

Enjoy dining at Tratoria , one of 14 onsite restaurants. Savor a meal from the privacy of your room with 24-hour room service, or get a pick-me-up at the 3 coffee shops/cafés.


Rooms

The 2058 rooms are air-conditioned and have an array of amenities, including balconies, minibars, and coffee makers. 42-inch Smart TVs come with satellite channels and pay movies, and guests can stay connected with free WiFi. Bathrooms offer jetted tubs, hair dryers, and free toiletries. Free long-distance calls, free local calls, and free bottled water are also available.


Property features

Moon Palace Cancún - All Inclusive features a golf course, a full-service spa, and 10 outdoor pools. Free valet and self parking are available, and there's also an airport shuttle for a fee. The 24-hour front desk has multilingual staff ready to assist with tours or tickets, luggage storage, and dry cleaning/laundry. Other amenities at this all-inclusive property include a nightclub, a children's pool, and a 24-hour fitness center.

Room options

Honeymoon Suite- FLEX DATE CHANG,Up to US$1500 Resort Credit

1 King Bed | Sleeps 2

Family Room, 2 Bedrooms- FLEX DATE CHANGE, Kids Free

1 King Bed and 2 Double Beds | Sleeps 6

Junior Suite Golf Course view- FLEX DATE CHANG,Up to US$1500 Resort Credit

1 King Bed | Sleeps 2

Deluxe Room, Jetted Tub, Ocean View - FLEX DATE CHANGE, Kids Free

2 Double Beds | 1 King Bed | Sleeps 4

Guest reviews for Moon Palace Cancún - All Inclusive

Everyone (77) Couples (243) Business (3) Family (213) Friends (42) Other (7)
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,

5
Family

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

By , from North Carolina on Jan 3, 2020

Review comment responded on Jan 16, 2020

Dear Samantha. Thank you so much for your preference! It is a pleasure to exceed your expectations and to make you feel pampered. We remain at your service. Kind regards,

2
Family Family with small children Friends

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

By on Dec 24, 2019

Review comment responded on Dec 26, 2019

Dear guest, We sincerely regret to know that your experience was not as positive as expected and please be sure that our guests’ comments are of extreme importance to us. We hope that in the future you will give us another opportunity to host you and revert the previous experience providing you a unique and personal service that Moon Palace Cancun is known for providing. We remain at your service. Cordially,

1
Family with small children

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.

By on Dec 24, 2019

Review comment responded on Dec 26, 2019

Dear guest, First and foremost, please allow me to thank you for choosing Moon Palace Cancun. We sincerely regret to know that Moon Palace Cancun did not meet your expectations and that you returned back home feeling unsatisfied with the overall experience. Our guest's satisfaction is at all times our most important goal and we are always pleased to learn how to serve you better. Please rest assured that we are taking notes on all of your recommendations in order to improve and serve you better. Be assured we have shared this with the proper departments. Your feedback is of extreme importance and you may be confident it has been shared with key positions in our company, in order to implement adjustments that enable us to improve our service. Please receive our sincerest apologies for the inconveniences, hopefully, you may give us a second chance to host you again in the near future and change your perception of our property. It will be a pleasure for us to exceed all of your expectations. Respectfully,

3
Friends

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.

By on Dec 4, 2019

Review comment responded on Dec 6, 2019

Dear guest, We sincerely regret to know that your experience was not as positive as expected and please be sure that our guests’ comments are of extreme importance to us. We hope that in the future you will give us another opportunity to host you and revert the previous experience providing you a unique and personal service that Moon Palace Cancun is known for providing. We remain at your service. Cordially,

3
Family

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.

By on Dec 2, 2019

Review comment responded on Dec 2, 2019

Dear guest, We sincerely regret to know that your experience was not as positive as expected and please be sure that our guests’ comments are of extreme importance to us. We hope that in the future you will give us another opportunity to host you and revert the previous experience providing you a unique and personal service that Moon Palace Cancun is known for providing. We remain at your service. Cordially,

5
Everyone

Excellent service very clean beautiful grounds, food was good

By on Oct 26, 2019

Review comment responded on Oct 28, 2019

Dear guest, We would like to thank you for sharing your comments with us; here at Moon Palace Cancun, we have a commitment to provide quality service beyond our guests’ expectations. Sincerely,

5
Everyone

By on Sep 1, 2019

Review comment responded on Sep 2, 2019

Dear guest, We would like to thank you for sharing your comments with us; here at Moon Palace Cancun, we have a commitment to provide quality service beyond our guests’ expectations. Sincerely,

4
Family with small children

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.

By on Jul 12, 2019

Review comment responded on Jul 12, 2019

Dear guest, Thank you for your recent 4-star review on Expedia. We appreciate your feedback. We hope that in the future you will give us another opportunity to host you and revert the previous experience providing you a unique and personal service that Moon Palace Cancun is known for providing. We remain at your service. Cordially,

4
Family with small children

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.

By on Jun 25, 2019

Review comment responded on Jun 27, 2019

Dear Niki, Thank you for your recent 4-star review on Expedia. We appreciate your feedback. We hope that in the future you will give us another opportunity to host you and revert the previous experience providing you a unique and personal service that Moon Palace Cancun is known for providing. We remain at your service. Cordially,

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