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star star star star star Carretera Cancun-Chetumal Km. 340, Near Xoximilco, Cancun, Riviera Maya & Cozumel Island 77500, Mexico
Wow! Right from the entrance they are GRAND! Half of our stay was at the Hilton (which was very disappointing) so we have something to compare resorts to in Cancun. Moon palace has everything you need from huge 5 star dining (reservations required in advance), daycare for your children, bowling, water parks (some for families and some for adults only), and anything else you need as entertainment. This resort is separated into 3. I will say, you have different levels of treatment depending on what type of “member” you are. If you’re diamond, expect 5 star treatment. If you’re not diamond, expect to possibly be delayed because someone of diamond status came in and took your next seat. I am not a member so I definitely experienced this but I understood.The rooms are not spectacular which you would expect from the newest resort as they have a lot of wear and tear in corners, ceilings and walls. Another inconvenience (why I have 4 Vs 5 stars) is the power outages. There was no bad weather but randomly the power would go off. When we arrived to the resort and signed into the internet, there was no service. For anyone. Even the employees. Calls dropped, no streaming or anything. Not sure what that was about but it was definitely an inconvenience.Employed service went above and beyond. There aren’t elevators in the buildings to get to your room so if you’re on the third floor you’ll have to take the steps.Overall, I was amazed at the amenities. I wasn’t able to, but I would recommend taking a tour because there’s more to offer than you’ll see with the naked eye. Fingers crossed one day I’ll be able to return with my son!
Estamos en el hotel todavía. Todo muy bien salvo el aire acondicionado,mi mamá lleva dos días con dolor de garganta y un día yo . El tena que entras en lugar con temperaturas muy bajas desde mucho calor y al revés.Fuimos a cenar al Italiano del golf y nos fuimos antes del postre por el frio que pasamos
En general 5 estrellas, y en servicio si pudieran ser más, lo haría con mucho gusto. Siempre que agradecía algún servicio o atención su respuesta era: "Un placer". Les copiaré la frase para mis actividades diarias en mi trabajo. Ahora bien, donde hay un área de oportunidad en los muebles frente al lobby, dónde está la barra estaban algo sucios. Así que esa sería mi observación principal, fuera de eso me encantara estar de nuevo con ustedes ✌🏻✌🏻✌🏻
El servicio es pésimo, dan preferencia a extranjeros, te atienden a regaña dientes, el jacuzzi tuvo una falla y se inundó la habitación, el aire acondicionado no enfriaba y la tele tenía fallas, no se veía bien. La barra de alimentos no sobre sale en si está rica pero no espectacular. Las albercas estaban sucias y las limpiaban en el transcurso del día,eso debería ser en la noche que ya estén vacías.
This resort is no where near the main strip where all the hotels and clubs and restaurants are located. It's about a 2 mile car ride from the resort entrance to the main resort and they do not provide shuttle service to the entrance of the resort if you wanted to go off the resort. The all-inclusive food is mediocre. The brightest restaurant was the seafood restaurant. The servers at the Gondola breakfast buffet are amazing (when you tip well). How does a resort not have beach access when it is located on the beach... really? The water was brown and not turquoise... double 🤮! The swim up suites are not! You have to step down into a patio and walk up steps and across the concrete to get to a shared pool that is supposed to be private except for the resident felines that have taken over the area. They would have to pay me to stay there again and I mean pay me well! I feel like folks of a darker persuasion get very different treatment from resort management and staff than those of a much lighter complexion. MESSY!
We loved our stay. The room was beautiful, the food amazing and the service was stellar.The shows were top notch.Really some of the best acrobats we've ever seen. I was recovering from a surgery and I had a complication.The hotel sent a Dr and a hotel rep. They were so good to me.Really took great care of me in a scary moment. The only draw back from the resort is the beach.You can't snorkel or swim really because of seaweed. Thankfully they have stunning pools and lots of them.They had pool games that were so much fun.We easily got chairs to relax on and servers regularly came by for drinks. I highly recommend going to this beautiful resort.
La comida del restaurante Bugambilia estuvo deliciosa el primer día. El segundo más o menos, pero hay mucha variedad en el buffet y el personal es súper atento, el ambiente de las piscinas cambia de acuerdo a la zona, hay pequeños restaurantes entre ellas y una piscina de olas. Anoche hubo espectáculo de baile al aire libre y música en vivo en el bar del lobby. El gym está bien, tiene buena variedad de máquinas. Como el complejo está enorme, cada 15 min pasan carritos de golf que te llevan a tu edificio o restaurante
Check in: tardadísimo y en ese instante empiezan a ofrecerte un tour para venderte Playa: mucho sargazo y mal olor, supe que en otros hoteles quitaban el sargazo pero aquí siempre estuvo lleno Comida: nada fuera de lo normal, esperaba más la verdad Atención: deficiente, están más al pendiente de los extranjeros. Por cierto, los únicos mexicanos que vimos en cinco días fueron los empleados del hotel, te sientes más en Las Vegas que en una playa mexicana Traslados: entre edificios y restaurantes puedes tomar unos carritos que te mueven pero dependiendo de la hora puedes estar hasta 30 min esperando a que pasen Check out: no te dicen que tienes que entregar las pulseras al salir y nos querían cobrar dos que se quitaron los niños una noche antes IMPORTANTE: Si les ofrecen un tour para ir a visitar el hotel The Grand y tratar de venderte, no lo acepten, te dicen que 1. dura una hora y media pero nosotros perdimos tres horas 2. que puedes usar el all inclusive que estás pagando en tu hotel ahí también, pero cuando quisimos entrar a un restaurante no nos dejaban entrar y nos tuvieron 15 minutos esperando mientras hacían llamadas tratándonos como intrusos. Después de ese tiempo el gerente del restaurante nos dijo que tendrían que habernos dado unas pulseras (nadie nos dijo nada) y preferimos irnos ya que nos habían dado un mal trato que no nos merecíamos. 3. Te dicen que no tienes que comprar lo que te quieran vender, que es sin compromiso, pero cuando les explicas que no quieres comprar, cambian su actitud y te dicen cosas como:“ah entonces a ustedes les gusta pagar de más” o “a mi jefe le van a caer muy bien porque no les gusta ahorrarse dinero”. Según ellos porque nos estaban ofreciendo un paquete baratísimo y como no nos gusta tomar decisiones intempestivas, pues te tratan como menso. En general, mala experiencia
El hotel tiene habitaciones muy pequeñas, si vienen 3 o 4 personas, es muy poco espacio.Pague upgrade a ocean front y la verdad que la vista no lo vale, me toco con vista al mar pero un mar sucio y como me pusieron en primera planta en un area concurrida tenia gente caminando por fuera de mi ventana todo el tiempo.Por lo que pague otro upgrade a suite ambassador. Esta si es amplia, sin embargo se olvidaron cargar los beneficios de quedarte en este tipo de cuarto. Cada que llamaba era un viacrusis para pedir cosas que vienen en categoría ambassador/honeymoon.Del menú de almohadas, en este hotel no huelen a nada. Pedi la de menta y otra noche la de menta con lavanda. Y pues no.Mi llave se desprogramó y tuve que bajar 4 veces a que me la programen de nuevo, hasta que se apiadaron de mi y me cambiaron la pulsera después de 2 dias de batallar con eso.Pero pasando lo de los cuartos, los meseros y personal en general no tienen buena actitud, no son proactivos y no buscan ayudarte mas allá de lo que les toca hacer.No esperes que te den algo mas allá de lo que tu pidas.Si buscas atencion al detalle, una experiencia inolvidable este NO es el lugar. La comida es buena, pero no wow. Excepto el restaurante Agra. Ese si supera todas las expectativas.Así mismo, las bebidas no son premium te sirven bacardi blanco de ron, red label de whisky y todo de ese nivel… ese nivel es como de 4 estrellas no 5. Premium no es. Sin importar el tipo de cuarto que escojas.El internet no funciona bien, y su aplicación tampoco funciona. Intentamos desde 3 teléfonos y no cargaba. Y te piden hacer todo desde la app que no funciona en este hotel. Por lo que es una experiencia frustrante.Si reservas categoría honeymoon, en moon palace no sirve de nada. No lo reconocen, no tienen areas especiales y quitaron los desk concierge por lo que tienes que acercarte a relaciones publicas a pedir apoyo.Yo me acerque a relaciones publicas del hotel con angelica, desde la mitad de mis vacaciones y la verdad que no les interesa mucho escuchar. Simplemente me dijo que todo era mi percepción y que el hotel era bonito y que yo estaba mal.No mostró interés en ayudar y/o hacer que el resto de mi estadía fuera especial, y cambiara la percepción mala hasta ese momento de mi viaje. Le dije que iba a hacer un check out anticipado y me indico donde hacerlo… jajajajEntonces, con eso creo que cubro lo principal. Déjenme decirles que a todo esto, yo compré una membresía palace elite, soy socio hace 10 años y por mucho esta ha sido mi peor estadia en hoteles palace y probablemente la última.He decidido probar otros hoteles. Este es más un 4 estrellas bonito que 5. No esperes buen servicio, no buena bebida, ni buenas habitaciones y por favor no le pidas a los de relaciones publicas nada, que ellos y nada es lo mismo.
Great resort to vacation at.Staff does an impeccable job to make sure you enjoy your stay at the resort.Usually when you stay at an all inclusive they say not to tip but the staff at this resort look forward to getting tips from the guest.Property is beautiful and nicely laid out.Downfall, you do not get top shelf liquor as advertised.
Foi uma excelente experiência. Comida boa e atendentes gentis.
En recepción tienen preferencia por el extranjero que lo ponen en habitaciones cerca de recepción. Para niños es genial el hotel. Si playa muy tranquila...sin los colores habituales de Cancún, pero muy bonita. Personal en general es muy sensible y amable. Restaurantes ricos y con mucha variedad. El personal del Kids club...es genial...Te entretienen a los niños con diversas actividades de todo tipo. Diría que de lo mejor del hotel. El personal de las crepas del areav del Sunrise...tb es fabuloso y muy muy amable.
For starters, we reserved our transportation ahead of our trip and when we got there, our transportation didn’t have our names on the paper because the hotel forgot to add it. Then, checking in was very complicated and unorganized. Some of the staff was kind but others were very rude and unhelpful. The app for the hotel was not working so it was very difficult to use it and reserve for restaurants since there was no walk ins. We requested transportation for the way home to the airport and made sure it was all done. The morning of we waited and waited but it never showed up. The manager told us we had to call a taxi even though we were waiting for so long and we had s flight to catch. We had to pay for a taxi when we already paid for transportation and they wouldn’t give up our money back. The manager was so rude and disrespectful, he didn’t care to help even though it wasn’t our fault. I asked to speak with a different manager and he didn’t allow it. He told us to leave. This was suppose to be a relaxing family vacation but they made it horrible. It was a horrible experience and I would not recommend this resort at all. I have been to Mexico before and the experience was completely different and better. However this experience was horrible and I would never go there again. They ruined our trip completely.
Em viagem para Cancún, já tendo lido uma grande parte das informações positiva e negativa. Pode-se afirmar que de hotelMoon Palace Gran (no qual inclui o complexo o nizuc e Sunrise) é excelente alternativa. Diversos restaurantes com qualidade ímpar. Tanto na alimentos quanto à qualidade das bebidas.Excelente para ir com crianças. Mas também espaços exclusivos de adultos (piscina/restaurante/night club). PONTOS POSITIVOS => 1)piscina impecáveis,com diversos tipos, com esportes, parque aquático para todas as idades 2)limpeza em geral, 3) educação de todos os mexicanos que trabalham nocomplexo, simples muito prestativos 4) play/game, muito bom. E ova-se as crianças, mas a diversão é para a família toda. 5) restaurantes mais variados, uns com reserva de horário, muito prático e por aplicativo. Qualidade é excepcional. 6) teatro, com shows diários. 7) Aplicativo- excelente e recomendo fortemente a baixar no primeiro dia. Explore ele. Tem todas as informações de shows,horários Ponto Negativo => o mar não é e nunca será o autêntico e esperado mar caribenho. Nada de Água azul e ou esverdeada. Para isso, terá q se deslocar para a área do beach palace (hotel da rede Palace q fica no centro da área hoteleira de Cancún- que também tem todos os beneficios all inclusive
Un lugar maravilloso, muy grande y fue difícil conocer todo el complejo, pero fue una gran experiencia, todo el personal muy amable, servicial, comida excelente, encuentras mucha variedad, este hotel tiene de todo, no hay necesidad de salir a ninguna parte. Lo recomiendo totalmente.
Este lugar es hermoso, el servicio increíble y la comida deliciosa y muy variada. El único defecto que encuentro en este resort es la playa; desgraciadamente el sargazo la invadio....
The resort itself is nice.The place is extremely huge with 3 different hotels in one complex. You'll have to take a shuttle to each one to visit their pools and restaurants.The pool is nice and staff is extremely helpful.Masks are required in the buffets.The food at all the restaurants however are subpar.I've had better food at my local buffet restaurant.
I just returned from Moon Palace Cancun - Sunrise Resort for a college senior spring break trip! From the 12 girls in our group ,we had a blast and highly recommend this resort for any age! From other college spring breakers to families to couples trips there is activities for everyone. Pros: - Huge pool area, one swim up bar, PLENTY of beach chairs. If you are out there but 8:30-9am, you will be able to pick any chair you want. -Workers here are EXCELLENT - everyone we interacted with was extremely kind and helpful. Specifically Jose, Edgar, and Ariel at the Swing bar and Leiver at the buffet were absolute joys. - There is a great little coffee stand in the lobby that is always open for coffee, ice cream, and pastries. - The resort does a great job of keeping everything clean and tidy, from our rooms to the pool bathrooms we never found it to be dirty. Cons: - The beach is not nice, we still went in but the water is full of seaweed and not particularly clear. - For a big group, we struggled to get into restaurants at peak dinner time. Most restaurants don't take reservations and so we ended up going to the buffet the most. This was poorly communicated upon check in. - If you book more than one room, don't expect them to be near each other. Even under the same conformation number our rooms were a 5 min walk from each other. This was a bummer and there was nothing the resort could do for us. Overall we had a great time - thank you Moon Palace!
This was a fantastic all-inclusive experience. My wife and I had a wonderful time. The property and amenities are just amazing. Food and drink was plentiful and absolutely delicious. But the real stars are the people. Every member of the staff we talked to was extremely helpful and made our stay incredible. By far the best was our waiter Leon. He took great care of us from the moment we arrived. He always remembered us and by the end of the week, we really felt like he was more of a friend. He made our vacation very special, and I can never thank him enough for that.
Ainda estamos hospedados no hotel,pegamos covid , durante nossa estadia aqui,estão nos dando toda assistência necessária,estamos isolados em um quarto e estamos sendo bem atendidos,.O hotel é muito bem estruturado com testes disponíveis pra realizar a um custo adicional,onde é feito na porta do quarto,o atendimento é feito todo na porta por todos os funcionários que são muito prestativos e atenciosos. Não Gostaríamos de estar passando por isso estar com covid e não poder voltar pra casa no momento, mais estamos com toda assistência necessária,até nós informaram que se quisermos tem médico que pode ser agendado consulta,a um preço adicional claro mais estamos nos sentindo seguros .
Sin duda el servicio es espectacular mi restaurante favorito fue bugambilias y el café bistro es delicioso. Para los niños cuentan con una piscina con pequeños toboganes y no hay que olvidarse del play room mi hija amo el laberinto que ahí tienen. Para la cena el restaurante Agra es una buena opción (con previa reservación) y la comida a dónde quiera que estés es deliciosa
GRAN error ser socio de esta cadena. Desde el personal de call center como los que dicen llamarse "Gerentes" se contradicen entre ellos, no saben ni que servicios tienen disponibles. Te dan menos beneficios de los que figuran en contrato, salvo que leas hasta la coma y reclames. Estoy actualmente en este lugar, llevo ya 5 días y no tuvimos una explicación a TAN mala gestión. Bajo MUCHO la calidad de los espectáculos y los servicios. Consejo: hoy en el mercado hay muchisimas cadenas y hoteles superiores en calidad y sobretodo en nivel humano. Este no vale la pena.
Esta opinión es detallada, porque doy honor a lo que honor merece : El personal de servicio es excelente, son muy agradables las camareras, los señores que reciben a la entrada tanto en la puerta principal del hotel como los que custodian la entrada a los resort El equipo de Miguel , Sirilo,Alejandro,,Ruben y Julissa con El Capitan Leslie del restaurant Bungambilia. Para ser sincera el único que me gusto de todos y el único que la calidad de los alimentos para mi fue buena ,Tienen que trabajar mucho en cuanto a presentación. En el Momo no tuve buena experiencia. Definitivamente tienen que trabajar mucho su show y el sabor de los platos ,Góndola, para mi gusto fue otro desastre , este es mi criterio personal, puedo dar más detalles al personal de administración si lo desean contactarme . El día del cumpleaños de mi esposo tenía una reservación y estaba lloviendo a cántaros pedí una solución para no llegar tarde a la cita y la respuesta realmente no estuvo a la altura de los Diamantes, Lo siento, terminamos mojándonos para llegar al restaurante para llevarnos allí la decepción de la comida . Termino dando gracias a todos los buenos trabajadores que hicieron lo posible porque tuviéramos una bonita experiencia Gracias a todos y yo quedo a sus órdenes!
GREAT place! Rooms were VERY clean, attentive staff everywhere. it was my first resort experience and a very pleasant one. Food was good, not excellent but definitely 100% edible; something for everyone. The Italian restaurant at the golf course was OK, didn't expect it to be great but A+ for the efforts of the staff. My biggest complaints: The Mexican food was AWFUL. The chef's relatives (if Hispanic) would disown them for what was on offer. We took a taxi out to a street food vendor that was SO DELICIOUS, fed 10 of us for $20 USD, with hefty tip. Moon Palace MANAGEMENT: If a street taco cart has so much better Mexican food than your staff, maybe hire in some locals to show your staff how to cook? Maybe a "food truck" night on the beach? The entertainment was good, FIRE DANCERS were some of the most entertainment I have ever had in Mexico. Our concert was canceled, CID let us down, we came anyway and Moon Palace delivered. We will definitely be coming back and look forward to the Mexican food being authentic and tasty next time!
I cannot say enough amazing this about this resort! My husband and I travel a lot with and without our children. First, the food was the best we have ever had and especially for an all inclusive! The staff could not have been more attentive-the anticipated our every needs! It is a very large resort (you are pretty much in your own little moon palace city) we love to walk so that was great for us-we also told our kids they needed to do the same if they wanted sprite ans ice cream all day:) room service and pool was exceptional and timely! We stayed at Nizuc and loved the vibe there-it was a bit more laid back than sunrise! My husband and I are blown away by this place and we will most certainly be back!!
Loved our experience from personalized check in to easy quick check out. It was a dream family vacation. Would recommend to couples of all ages and families as well. The coastal waters are not ideally colored, but the Beach's sand is lovely. This resort is complete. A turqoise colored water would knock it out of the park and would probably render this resort inaccessible $$$ for most.
We stayed at the moon palace in Jamaica and loved our experience so decided tobook the Cancun one for our next vacation but it was a big big disappointment.Property is beautiful but experience overall was just terrible. We paid for an ocean view room- got stuck with an ocean view room with construction going on..all we heard was drills and machines and our whole view was obstructed. Room was then changed to a partial ocean view room but at the same price. Also, rooms had issues with the AC And we were asked to move. Most of our family was vegetarian and the food options were just simply terrible. I have never been to an all-inclusive resort where the salad bar is this pathetic. It was literally the same breakfast food with fruits running out every day. All Restaurants that require reservations were booked at 10:05 AM when we were told To call at 10 AM for reservations. Sad part was when we go to the restaurant, the food was highly disappointing. I voluntarily actually cancelled my reservations for a couple of places because the food was just terrible. Water sports were limited compared to other moon palace facilities. The buffet was literally the same food over and over again. All Reserved restaurants were overrated and we did not have one good meal.Don’t even think to get excited about all inclusive when it comes to liquor. The drinks are completely watered down.
W had an amazing 4 days at the Moon Palace. It is nice to be able to access all the different properties of the Resort and avail all the amenities and different activities. Not a single dull moment. Most interesting activity we did was sailing. They provide free lessons and then let you take the boat out for a spin yourself. The staff is very polite except for the lobby cafes. Maybe they’re overworked 😅 We had a great time in our ocean view room with a hot tub to relax in. All the restaurants had plenty of vegetarian options which was a relief for us to find in Mexico 😊 Would definitely recommend for a family vacation.
Hotel mais que excelente, tudo impecável. Limpeza nota 10, funcionários nota mil, as comidas são maravilhosas. A única reclamação seria referente ao restaurante steak 🥩, demorou muito para sermos atendidos (tinham apenas 4 mesas ocupadas no dia), e os pedidos demoraram muito, até uma simples bebida demorou muito. Os garçons deixaram muito a desejar nesse restaurante. No resto estava tudo maravilhoso, estrutura gigantesca 5 estrelas.
Estamos hospedados no Moon Palace, de 18/12/21 a 28/12/2021, compramos a opção “all-inclusive”por valor bem caro, levando emconta a propaganda de serviço 5 estrelas. Estamos extremamente decepcionados, pois classifico como 2 estrelas, a comida é servida fria e pré pronta, os cardápios dos restaurantes internacionais não mudam nunca, as opções de camarões e de carne bovina são extremamente restritas, não há carne de carneiro ou outra carne nobre, apenas porco e frango, “a pizza não é pizza”está mais par uma fogazza mal recheada e ressecada, as pastas são industrializaras e não artesanais, bem como as opções de molhos.Não há sucos naturais!!!! São todos de caixinha, pasmem!!! Todos com açúcar!!! Não tem opção de suco par diabéticos ou outro problema de saúde!! Fomos ao restaurante Italiano “Gôndola” “a lá carte”, com cardápio muito restrito em carnes bovinas, e nenhuma de carneiro, poucas opções de carne de porco e muito frango. Pedi de entrada uma lasanha de beringela (veio fria, e pré-pronta) prato principal pedi uma lasanha bolonhesa, e uma costela de boi com molho madeira e legumes, ambos foram servidos frios e pré-prontos. Sem contar que fizemos a reserva a noite, com a condição de aguardar por 1 hora no lobby do Hotel com um pager; após esperar por 1:30, voltamos a Recepcao do restaurante, que para nossa surpresa estava vazio e com 03 funcionários desocupados, que não tiveram o trabalho de ir ao lobby ao lado, chamar os hóspedes da lista de espera. Na noite anterior ainda estávamos no Nizuk, antes de mudarmos par o Sunrrice, na esperança de serviço de alimentação melhor, fomos ao restaurante “Arrecifes” com “rodízio de carnes (hahaha) uma paella ressecada e ruim, eu comi apenas um pedaço de peixe e minha mulher não quis comer nada, e pediu par levar algumas castanhas de caju para o quarto, para nossa surpresa: disseram que não podíamos!!! Pasmem novamente! Teríamos que pedir pelo serviço de quarto. Que chamei ao chegar ao quarto, e nos disseram que não tinha castanha de caju no cardápio, assim: minha mulher ficou sem um jantar em um restaurante “all inclusive”🧐 temos mais reclamações como as espreguiçadeiras serem todas reservadas para hóspedes diamante! Não vou narrar tudo, pois já está enfadonho! Tentamos falar com alguém da gerência… impossível!! Você fica restrito aos profissionais de “relações públicas” que apesar de simpáticos, não resolvem nada! Tivemos o contatotelefônico de um profissional de chefia de gastronomia,José (…….)que se apresentou muito amável e nos ofereceu um jantar especial no restaurante brasileiro (que de especial tinha apenas uma bandeja de camarões empanados e fritos de 4 maneiras diferentes) o chef veio apresentar-se e foi muito amável, assim como os outros profissionais de salão, que nos conseguiram uma mesa especial. Sem mais pelo momento.
The wife and I went to Moon Palace Resort in Cancun Mexico.It was a beautiful experience and a great place to stay.From the very beginning of our trip Birkoff Bacmeister and his manager Daniel Morales made sure that our experience here at the Moon Palace Resort was going to be an experience of a lifetime.All of the staff was very polite and accommodating.The customer service that we got was excellent.Moon Palace Resort is a great place to bring family and friends.I highly recommend Moon Palace Resort for it's top notch service and treatment.
Worst check in experience we’ve had in all our Mexico trips. Been on the resort less than 2 hours, spent 1.5 hours trying to check in with little assistance. Tons of staff standing around pointing directions but unwilling to make the experience pleasant.All restaurants which require reservations are booked for days in advance and you can’t even book until you arrive. Due to shared restaurants between sister resorts and reduced seating in the restaurants, you’ll spend many hours trying to book meals.We’ve been to Palace in the past and raved about them and we are very disappointed. This will most likely be our last with us explicitly telling friends and family to stay away from this brand.
Worst customer service ever. I am currently on my trip and haven't had a second to enjoy it. With everything a new problem arises. I was told one thing then charged for another. Complete disaster. I do not recommend on comming if you want to relax. Public Relations couldn't even help with anything. Resort itself is nice, but everything else is a downfall. To expensive for the stress.
Ambiente agradável, serviços excelentes, diversas opções de atividades, diferentes tipo de opções de comida e todas de alta qualidade.
Lugar increíble. Un complejo enorme con capacidad de cubrir todo tipo de expectativas. ❤️
Muy buen servicio
El mar está sucio y la playa fea.Si eres sociote están estafando. A nosotros no nos respetaron la reservacion y sin avisar nos cambiaron de hotel del sunrise al nizuc. Ya estando allá no nos permitieron hacer uso de las instalaciones del sunrise porque había un grupo de extranjeros grande y nos corrieron diciéndonos que no nos iban a dar servicio y que nos fuéramos. Es una estafa.
Back in 2013 this resort use to be amazing. This year when we went back they managed to make everyone in our group of 10 people unhappy. I’ll write a short summary here about some of the horrible experiences my husband and I had so that people would be aware before booking with this resort. First of all, they gave us the worse room they had available. I had requested our room to be on the top floor because my husband has sleeping problems,they falsely confirmed our room is on the top floor, but the room was at the noisiest place possible and it had a connection door to another room which felt like the people in the other room were inside our room. When I requested to change our room to an ocean view and somewhere more quiet they said they can provide it with $250 extra charge and we agreed but when we got to the room it was right by a noisy construction site with no ocean view. Long story short, we ended up changing 3 rooms to get a decent room far away from our friends. The beaches were dirty with lots of big trucks driving by. The staff were rude and unorganized . When we were leaving the resort they lost our checkout receipt and made us go look for it and were very rude to us. We wanted a relaxing vacation but ended up with the most stressful vacations we’ve ever had.
Hermoso lugar. Encuentras toda la diversión y relajamiento que necesitas. Instalaciones de primer nivel
The resort itself is decent, but nearly all dealings with the lobby staff and administrators were exceptionally poor. My parents have a membership here and booked 7 rooms but getting Palace Resorts to honor anything in the contract is a joke. They’ll refer you to the vacation planners, who refer you to public relations folks, who seem to exist just to make excuses, who will then refer you to a “supervisor” who is powerless to do anything but wait for calls back from esoteric departments who they ensure you will have the final answer. Don’t worry they won’t call back. We had a copy of the contract and they still said they had to check with their own internal policy department before they would honor it, and they never called back with clear answers so even a written contract will get you little to nothing. Basically they just wait for you to leave and the problem to go away, it’s a very poor way of doing business.If you experience any issues expect to spend days dealing with inept and pointless bureaucracy. Even changing our shuttle to the airport was multiple hours on hold in the phone instead of sitting by the pool.The whole timeshare deal is a thinly veiled scam. If you avoid that and have low expectations you might get by with an okay stay here.
Incredible place. Every member of the staff was pleasant and so helpful. Francisco, the bartender near the artificial wave machine, was so kind and a joy to speak with. I can’t say enough about his service and this resort as a whole.
Atendimento excelente desde que chegamos, agradecer a Elise garçonete do bar que foi super atenciosa com nossa família. Voltaria com toda certeza! Uma experiência que só vivendo pra saber. Fica longe do centro, porém o centro com uma tarde você conhece tudo.
Encantada con toda la atención del personal, Cocina deliciosa y muy buena ubicación. En nuestra estancia, el mar estaba turbio por el tema del sargazo, por lo que nos la pasamos mas en el área de albercas y hubieramos agradecido que estuviera trabajando la climatización de éstas. Gran punto a favor,el acceso a sus demás hoteles, bravo por eso!
Currently here and staying at the moon palace sunrise. Beautiful property. Very clean and well kept. Rooms are clean and well stocked. Check in was easy and staff was friendly. Drinks are very good. Pools were not over crowded. Beds are super comfy. Housekeeping was great! I love that they have an app and you can do everything in it. The moon palace has 3 different resorts in 1. I wouldn’t stay at sunrise again but when I return we will stay at the grand. We can go there if we pay additional money per person per day. I rather just pay the price upfront and be closer to all the better activities. The grand has the bowling alley and the water park. I will update once I leave.
Excelente servicio. Comida deliciosa. Súper recomendado! Nota. Se debe hacer reservación previamente y ser puntuales ;)
La atención es excelente, la comida deliciosa, los postres ni se diga, la limpieza de 10; las albercas son hermosas y enormes! creo que nadie habla de la playa porque no tiene el típico color turquesa, pero parece alberca, sin oleaje y limpia, es una playa muy segura, los niños son felices ahí!
Magnificas instalaciones, la playa es muy mala, no vale para disfrutar. La comida de los restaurantes es normalita. A destacar la educación y la amabilidad de todo el personal que trabaja ahí, sobre todo de raúl.
We stayed at Moon Palace Sunrise. Solid 3/5. Food was plentiful and above average quality for an all inclusive. We especially enjoyed the taco bars and macaroons. Staff was friendly, but their English is poor and speaking Spanish goes a long ways in getting in the correct food order, or getting the correct room service request. Room service was good, but it could be very slow, sometimes hours of waiting. Lots of lines and waiting for most any event or meal. The common areas felt nicely appointed, but the quest rooms felt dingy. Their COVID "precautions" felt more pretentious than anything. I saw one staff not wash hands after using the restroom. Another staff took off her mask, sneezed in her hand, then resumed folding cloth napkins for the dining room tables. All-in-all, we enjoyed it. I appreciate them being open during the end of the pandemic.
Una experiencia inolvidable. El mejor servicio y atención de todos los colaboradores. Comida deliciosa 😋.Recomendable
El hotel es bellisimo, de verdad hermoso. Es realmente un palacio y adentro todo lo que ves haces y comes te hacen sentir un rey. Las habitaciones de super lujo y muy cómodas, es realmente agradable estar aquí, lo disfrute mucho. Doy 4 estrellas por que si me voy un poco decepcionado del servicio que no es de lo mejor, al ser mexicano te ven menos y no te tratan como lo esperas a pesar de uno ser muy buena gente. Lastima, es la única razón por la que pensaría 2 veces antes de volver...
I COULD LITERALLY COME HERE FOREVER. I LOVE MOON PALACE!!! Please stay here. Best customer service. Best all inclusive food and drinks. I’ve traveled ALL OVER THE WORLD and nothing beats moon palace. I’m in love with this resort!!
I don’t think it could give less than the top rating. We went as Diamond Members and quickly realized why it’s so addicting. We were treated amazing, from airport pick-up to airport drop off. I don’t think we came across a staff who treated us less than friendly and with so much pride in what they did. Bellhop, room cleanup and the bonbon chocolate details, concierge, pool staff, golf cart transportation…all of it. The lobby is beautiful, the restaurants were spectacular. Perhaps, the only hiccups, were waiting times at a couple of restaurants but I was incredibly impressed generally. The fact that the beach water isn’t the blue the marketing material seem to show, really didn’t bother me. Top notch place!I will be back…we will be back!!
We stayed at Sunrise and had a wonderful time. Absolutely amazing and beautiful resort with spacious rooms. Staff were very friendly and helpful. Alejandro at Asadero was exceptionally helpful and provided amazing service. The spa was great and very relaxing. Huge pool, great food, and lots of activities. Loved the nightly shows and churro cart. Really enjoyed the all inclusive especially in regard to food and drinks, being able to try whatever we wanted and not have to worry about wasted money if we didn't like it. We went in late August so the beach was covered in seaweed and needed to be cleaned up from a hurricane (nothing the resort can do to control that but something to take into consideration), but we preferred the pool anyways so it didn't bother us. Would definitely come here again!
Just returned back to Toronto! This resort is absolutely amazing! Rooms, bars, pools and all the staff are amazing! We stayed at golf suite which is little far from the main lobby, however we had our own golf cart which was included in reservation and we loved it so much! It was a superior experience to have your own golf cart to drive around the resort and visit all 3 hotels! First two days we had an issue in the room (wind blowing noise, we couldn’t sleep till morning, couldn’t figure it out and didn’t complain-our bad), the 3rd day we have figured out that the balcony doors were little narrow and didn’t completely close-reported immediately. Maintenance guy with his supervisor came at night, temporarily fixed it and mentioned the doors had to be replaced. His manager had changed our room right away, apologized for the unusual problem and inconvenienceand upgraded our room. Appreciate it! As I mentioned above, the villas are about 1 km away from the main lobby you would think it takes time for them torespond, absolutely opposite. Whenever we dialled “0” they have sent someone within 5 minutes (room service, house keeping, bell boy, maintenance etc). They provide Antigen test for free, which Canada doesn’t accept. They had medical team who did pcr test for us $90 usd per person. VANESSA from Public Relations was our concierge and she was AMAZING!!!!! So friendly, so helpful, always had a smile and took care of everything. Thank you! Also there were couple bartenders on the way to villas, they were very friendly and provided excellent service. Unfortunately can’t remember their names. I am sure they remember us as we had greatconversations. We were very disappointed with the airport transfer service though. Today we were dropped off at Terminal 4 instead of Terminal 3. We asked the driver several times that if he was sure about the terminal he confirmed that Air Canada was at T4. We were told inside the airport that it was a wrong terminal. We had to call (tipped a guy to use his cellphone:) ) the company right from there and they had sent the driver back within 10 minutes. He apologized and showed his list which had T4 besides our names. So I am not sure whose fault it was, but definitely could’ve been prevented by him when we asked several times as our ticket was showing terminal 3. Also, their sales people are very aggressive trying to sell you time shares and they won’t stop. That should be stopped as it makes the guests very uncomfortable. Overall we had a great time and we enjoyed our stay. Still giving them 5 stars as they had an outstanding service and immediate resolution to everything. We will definitely go back in future.Last but not least, you can visit their sister hotels in Hotel Zone ( Sun Palace-adult only, and Beach Palace) and use their services as well!
Truly a wonderful resort. I stayed at the sunrise. The layout is quite intuitive after a day or two. The service is really good. The food is...plentiful to say the least. Overdoing it is somewhat of an impossible task. The only gripes I have was 1) with the location of my room, my view was somewhat just thick woods which was kind of disappointing. 2) Due to the location, there were a lot of ants and flies and insects in the room. This isnt to say the place was not clean. The place was absolutely spotless. The maid/cleaning and room service was super attentive. This just came down to more of a location thing. 3) The alcohol, at least the hard alcohol, like any all inclusive seems to be watered down. 4) The beach was very small. I would say about 20 feet from the edge of the resort area. The water does not look clean or good to swim there, but this could be due to me going late september during hurricane season so I will take that in stride. That one is on me.But all inclusive part....oh they ment that. They were serious. There was such an array of food at any point in the day I'm shocked a whole country couldnt be fed with ease from the moon palace. Overall, I would go again or to a different place under the same management team.One thing I WILL say tho, is the restaurants across the establishment where you need to have reservations and it's not buffet style, order like 2 to 4 of what you want. If you order, for instance, an appetizer that is like korean crispy pork, it WILL only be one piece that will fit on a saltine cracker. This is not an exaggeration.Luckily, the wait staff informs you of this when you order knowing that it is all inclusive. In the pictures you will find a few examples of what I mean. The place follows covid protocols very strictly too. They have masks if you forget. Hand sanitizer before entering places like buffets. When I say that, I dont mean a dispenser, I mean someone standing there with a bottle ensuring that you use it which is rather comforting as silly as it sounds.
Que hotel tan bello si existieran 10 estrellas las diera, super atencion , buena ubicacion , limpieza , comida muy buena y variedades , de seguro volvere , es el mejor lugar q he visitado en cancun, los felicito
Su servicio sigue siendo increible, incluso aumento el numero de restaurantes y agregaron un parque acuatico. Their service keeps being icredible, they even open new restaurants and a aqua park
Excelente lugar para pasar unas vacaciones en un verdadero todo incluído, personal amable y atento con los huéspedes
Magnífico!! estar allí es vivir, hacer realidad un sueño muy hermoso
Recientemente disfrute de este hotel en compañia de mi familia, y todo se resumen en excelente, las instalaciones son amplias, muy bien decoradas, con muy gusto, el personal es muy atento, en todas las áreas del hotel.Al llegar te invitan a una presentación para venderte un paquete de socio, normalmente estas presentaciones son largas y te quitan buena parte del tiempo del disfrute, tengo que reconocer que aquí es una presentación que no tarda más de 2 horas después del desayuno, las alternativas de compras son muy atractivas y el personal de ventas muy amable, ágil y te muestran los detalles del hotel que posiblemente no conozcas si no te dispones a recorrerlo completo, acá quiero hacer un especial reconocimiento a Lupita quien nos recibió en el Lobby de Sunrise y a Alex que nos presentó todo el hotel, ambos muy amables, considerados con el tiempo y te muestran todas las comodidades y ventajas con que cuenta este grupo hotelero.Este complejo vacacional tiene 3 hoteles dentro y un campo de golf de 27 hoyos, el Grand el más lujoso y con servicio de mayordomo y los hoteles Nizuc y Sunrise, con un lujo un poco menos discreto que el Grand, pero realmente nos sentimos más cómodos porque es más autoservicio.En el Grand hay un parque acuático bien equipado (si no estás en el Grand, con la presentación de los vendedores te obsequian un pase de cortesía por un día, todos tienen piscina siendo la más grande la del Sunrise y con mayor cantidad de servicio cerca de la piscina.Cada hotel tiene una variedad de restaurantes, bares, y fuentes de soda que te permiten comer y beber lo que más te guste, desde opciones saludables con menor carga calórica hasta las de mayor gusto y sabor con mayor carga calórica.La trasportación dentro de los hoteles es a través de carritos de golf y entre los hoteles por buses (con A/C) y carritos de golf también.El gimnasio del hotel es muy amplio, muy bien equipado y cuenta con la supervisión de un instructor en todo momento.Todas las noches hay presentaciones excelentes en el área de la piscina, muy entretenidas y atractivas para el público, pudimos detallar que las ventanas del hotel deben ser a prueba de ruido ya que dentro del hotel y las habitaciones no se escucha nada de lo que sucede afuera.Lo recomendamos, volveremos en nuestra próxima visita a Cancún, si te quedas 4 noches o más la transportación desde y hacia el aeropuerto es gratuita y como casi todos los hoteles de la Rivera Maya.
Excelente resort super recomendable super servicio e instalación de lujo el mejor lugar para vacacionar
This is a great place to be in the summer. I recently got back from moon palace with my family of 8 and we all loved it from the pools bars food music staff etc this place is amazing. The hotel is huge if you are feeling lazy and don’t feel like walking around they have golf carts that will drive you anywhere you like. We had a driver Enrique that was like our personal driver every time we would come down from our rooms to go to the restaurant or the pools he would magically appear like if he had a tracker on me which was perfect he was very friendly and told us about different places to go and that goes a long way with me. We will definitely go back and stay at the Sunrise. Thank you
Nossa viagem foi em 2018 e ficamos apaixonados com o resort. Ambiente lindo com uma vista maravilhosa a hospedagem foi nota mil.
Absolutely beautiful resort. It could be the best resort in Cancun. This all inclusive resort had almost everything! The food was great, the people were always so happy to be working. I admire them honestly. The rooms were pretty nice, nothing that would blow your mind in any means but enough to make you be satisfied even with the price you are paying. I would honestly love to come back to this resort in the near future. The resort has really become a source of motivation to me. I gathered so much memories in such a short stay here. I love this place!
Absolutely huge resort with everything you could ever want. The service is top-notch and the food is fantastic. So many different pools, party pools, chill pools, ones that over look the ocean, kids pools, and even a water park that is fun for both kids and adults. And the pool at spa is one of the most beautiful that I have ever seen. Highly recommend getting a massage here. You really never have to leave the resort they have so many activities, golf, bowling, shows, shopping, clubs and the list goes on. They really do mean all inclusive. Its a perfect vacation getaway.
My previous rating was published accidentally and l did not provide any review detail. Apologize for that. We had a very good stay at the resort during the 4th off July weekend in Cancun. The resort staff is very friendly, the restaurants and food options are also very good. Being vegetarian, food options are typically a little difficult but Moon Palace had plenty of options in each restaurant. We loved the Cafe bistro which is 24/7 and had great selections of coffee, ice cream and desserts. The pool area for Moon Palace is very nice. We loved hanging out by the pool with the kids. Improving the experience with using the App in general and adding ability to see golf carts may be very helpful. We had to wait for the carts and sometimes it took long enough that we just started walking. Also, adding more family oriented nightly entertainment may be useful. There is still a push to attend the sales presentations and that could be toned down a little. It's a challenge in these all inclusive resorts. Overall we had a great stay and would recommend it for a family trip.
Segunda vez e foi melhor do que a primeira.. incrível
Melhor Resort que já fui, super recomendo a todos!
We were married here many years ago and just returned after 16 years. We still love it and can't wait to come back again! The detail that goes into making your visit the best it can be and the upkeep of the grounds, pool and facility is amazing. Everyday we see - workers sweeping, mopping and scrubbing the floors inside and out, the maintenance crew painting and sprucing up the pool area constantly, the pool guys clearing the drains and scrubbing the sides of the pool to make sure they sparkle, the wait staff by the pool constantly bringing us drinks all day long, guest services calling and emailing us to make sure we are happy with our room and to see if we have any questions. I could go on and on but I want to get back to enjoying my last few days here at Moon Palace Sunrise!!
Sem palavras! Fiquei sócia de tão bom que é. Tem todo tipo de comida, bebidas, sorvetes, doces, bolos. Atendimento 100% em tudo. Todos os funcionários te tratam bem, todos são cordiais. Hotel tem várias piscinas, internet excelente, ñ tive um problema.Ficamos 04 dias nessa quarentena que ficamos em Cancún... Tudo muito maravilhoso. Parabéns, retorno em breve.
Lugar lindo..pessoas educadas... Mil estrelas pra eles.
OK, I can't express how amazing this resort is with words. If I could rate it 6 stars I would in a heartbeat. That moment when you get out of the car and walk through the front doors, you know get this magical feeling. The rooms are amazing; modern, spacious, and everything that you would want from a room. The service was the best I've ever had. I felt like I was a celebrity. These staff members will do everything in their power to make your experience perfect. The food, my personal favorite part, was everywhere, and high quality. Some of the deserts were garnished with edible gold! The one downside it that the beaches are almost completely unusable, but the huge variety of pools more than makes up for that. You will never run out of things to do in this resort. As a diamond member, I was truly treated like royalty. My time here was the best week that I have ever lived. It will change the way you look at travelling.
The service at this resort is remarkable. All the staff were friendly, responsive, and helpful. Our favorite part of this resort is the variety of fun water activities. The beach had lots of dead seaweed near the shore, so it's not very appealing to swim in the ocean, but it's fine for sailing, etc because you're far enough from shore and there's no dead seaweed there. Buffets were delicious with lots of variety. Themed restaurants were good, but limited for vegetarians or other diet restrictions. The Flowrider was a big hit with the kids and adults. The lines were never too long. Very few resorts offer something like this. I like this area of Cancun much better than the hotel zone, which is crowded and generally has less activities. We've already made plans to return next year. Next time we'll try the Grand at Moon Palace Cancun, which is even nicer.
Fantastic resort! The service is the best I've ever had. The resort is very clean and smells nice. They are taking every precaution to make sure everyone is safe. They are cleaning everything multiple times a day. I even saw an employee wiping down the garbage can. Also, at night they go around and clean all of the little coffee tables at the pool so they are ready in the morning. We stayed at sunrise and the food was fantastic. I think the food was 10x better than on a cruise. The spa is very nice and the people working there really know what they are doing. I recommend this plat to everyone. They have a lot of options for families too.
Foi uma excelente experiência turística! O resort oferece aos seus hóspedes alternativas quanto a acomodação, alimentação, diversão e muito mais, e com comodidade, conforto e segurança!
Que experiencia fantastica😲😲😍🤩🤪 Foram 4 dias de surpresas maravilhosas. Sem palavras para descrever como os colaboradores do Moon Palace fizeram eu e minha familia nos sentir. Foi minha primeira experiencia "4 Diamantes" mas, entendi o que isso significa ja😲😍. Os restaurantes nos levaram mto alem dos sabores( Cousine) a cordialidade, o carinho, a atencao nos surpreenderam e nos fizeram querer retornar o mais breve possivel. #topdemais😍😍👏👏👏👏👏. Nos revemos em breve @moonpalace🤙👊💪🙇♂️🙇♂️🙇♂️
A melhor experiência hoteleira que ja tive na minha vida... O Resort é completo.. Lindo.. Perfeito... O quarto é incrivelmente lindo e limpo... Os funcionários são maravilhosos... Estou amando Cancun e o The Grand Moon Palace.
Excellent hotel. Nothing to dislike. Stayed at the Grand area of the resort. Restarants superb especially the French restaurant. Staff are amazing. Golf course and facilities first class. Not our first visit here and won't be out last
I went with my husband to the "Steve Harvey Sand&Souls 2019", and had the experience of a lifetime. From making new friends, to room service, bar keeps and waiters, (especially... Mr. Marcos Pool). He kept us laughing and in smiles while keeping our plates and drinks filled. We stayed at the Nizuc, room 7512, which had access to so much. About 50 ft from our balcony to the beach, and take a short stroll to utilize an amazing pool layout, and a few cozy places to feast. If you go and get the opportunity to meet Marcos Pool, please. .. Tell him Kelvin & Phoebe says, Hi.... (Sorry, unable to load pictures at this time. )
I was here as a wedding photographer and documented many weddings at this resort. It is gorgeous, no doubt. The grounds are stunning, food is comparable to fine dining restaurants in NYC, Toronto, LA and many other North American cities. It is not often I can say that as typically resort food is either just good, ok or bad. Not at this resort! ALL staff are extremely friendly and courteous! While in some other countries you get no service until you tip, here they strive to provide the service first, which while sounds as common sense, in reality is quite rare. During my many visits I saw some small issues that are related to weddings that may not affect typical resort goers. I've certainly shared those with my clients to make sure they avoid those. I also brought those up with the management so that they can fix them. Again if you are consider getting married in Mexico, this is one of my top 5 choices for resorts to consider. The rooms are all gorgeous. At some resorts you have to upgrade or you get some old, moldy room(yes, including 5 -star properties). At Moon Palace all rooms are beautiful and exceptionally clean. I am attaching a few photos so you can see a few hotel areas. It's just stunning!
Hotel and staff were lovely. However, when we checked into the hotel they claimed we hadn’t paid. (Even although we paid direct to Moon Palace) . Our bank had confirmed that the hotel had the payment. Despite explaining this they wouldn’t release the payment. We then had to pay again and the hotel is now holding approx £1900 which they haven't return yet. We were also not the only ones this happened to. We heard several others saying the hotel had done the same. For this reason we wouldn’t return. We wanted to just let people know what happened so they can watch their account while they are there.
I dream about my vacations here everyday! I love this place so much I have been here like 5 or 6 times and it is still my most favorite place to vacation. I love the ambiance, the stacked buffets, the pools the swim up bars and everything about it it never gets old. The staff is great always but its getting kind of exclusive/inclusive with its different types of members. I am definetly getting married here because just being here is like living your best dream. Me and my family wanna come back here everyday.
starExcellent
rate_reviewExcellent club hotel. Close to Caribbean Sea. Fantastic service. Great pool. Great location. Awesome vibe.
placeGood for sightseeing and close to the airport.
Carretera Cancun-Chetumal Km. 340, Near Xoximilco, Cancun, Riviera Maya & Cozumel Island 77500, Mexico
Cet hôtel de luxe est situé dans le quartier des divertissements de Cancún, à seulement 8 km de l'aéroport et à quelques mètres des transports publics. En taxi, compter 35 min pour rejoindre le centre où se trouvent des bars, des restaurants et des night-clubs. Cet hôtel de 2031 chambres doubles comprend un salon de coiffure, 7 bars, un night-club, 10 restaurants climatisés (avec buffet ou à la carte), ainsi qu'un parking et un garage. Un mini-club est mis à la disposition des enfants. Le room service et le service de blanchisserie complètent les prestations. Les chambres sont élégantes et disposent d'une salle de bain avec sèche-cheveux, d'une ligne téléphonique directe, d'un minibar/réfrigérateur, de la climatisation, d'un bain à remous, d'une cafetière, d'un coffre-fort (payant), ainsi que d'un balcon ou d'une terrasse donnant sur la mer. L'hôtel possède 2 grandes piscines de plein air, avec terrasse et pool/snack-bar. Il propose également 2 piscines couvertes, 1 sauna, 6 courts de tennis, 2 terrains de basket-ball, 1 minigolf et 1 salle de fitness (toutes ces activités sont payantes). Le programme saisonnier de divertissements complète les prestations. Un copieux buffet est servi pour le petit-déjeuner.
