Housekeeping hasn’t shown up in days and all they do is call you at 8am to get you to go to the time share meeting.

The rooms aren’t great for the price…the air con was noisy, our in-room telephone didn’t work, the view over the back of a water park were bad.

Next day she has another person call starts off "this is guest services, how is your trip going" quickly goes into "my friend invited you to breakfast let's arrange it again" by this time we were 😡 again said no!

We kept calling and nobody would pick up the phone.

#moonpalace resorts Cancun - don’t waste your money - mobile app is a joke, Room Service outsourced to call center with 3 hour wait time, low hospitality EQ with many public facing staff, can’t get reservations for restaurants, didn’t observe food allergies - not coming again

When we tried to call for assistance from her room we found that the phone didn’t work.

Second room we checked into has a non functional shower and a non functional telephone.

I then get sent an email in Spanish regarding this matter and a follow up call that confirms that we have been given a 100 dollar credit .

The resort relies on a phone app to tell you what's going on in the resort, where everything is, and make reservations.

If where we were going wasn't their route, they'd call for another tram and set the expectation of how long we'd have to wait.

but dirty rooms no when I arrived to my room the table was dirty and ring marks all over room , toilet roll bits on floor and 5 days later still there I had to complain and ask for a good clean.

The service here is horrible the workers are very rude they throw you off like garage hang up the phone and don’t help  you .

On the second day, we didn't receive any housekeeping service, and when we tried to request it, the phone was not working, which was frustrating.

2 didn't and unplugged the phones in their room to avoid being harassed each morning about the presentation.

We felt a little bait & switch, upon arrival we were told we had to upgrade from our reservation to get king beds, when I was told on the phone we had reserved rooms w king beds-

The reps are a filter to screen call only, no value.

If you call the service desk for this, it won't show up.

The restaurants you cannot get into as you can only book in advance 2 days ahead from 10am using the app (which is temperamental) or by calling 0, long waits and they hang up on you.

After repeatedly expressing that we are not interested in excursions for this trip, we got a notification every single day asking if we had reconsidered as well as a phone call to the room every day asking if we had reconsidered upgrading the room.

We planned this rather expensive vacation for a long time and were a bit panicked when we saw a number of 1 star reviews in December 2023.

You need to reserve tables in advance  for an extra fee

Overall they just seem unorganized at times and the experience was too chaotic and stressful - not what you'd expect for paying 5 star prices ($1.6k/night per standard room for several of the nights).

We have paid a massive amount of money to come here from the UK for the six of us.

Not what a family wants on a 5* holiday that cost $$$$$.

but apparently not anymore, they had removed it  probably because it end up costing them lots of money!

This is just a totally overrated hotel and not worth even a small fraction of what it costs to stay here, especially if you think you’re going on a beach vacation.

I asked them why an option to pay later was even available when it didn't guarantee a spot and they couldn't explain this.

If you can not deal with the volume of people don’t sell massively expensive holidays to that many people!

Also, the picture packages were very expensive for dolphins.

Why are we being guilt tripped to pay for something we have already paid for?

We had booked at a lower rate when we made our reservation in Feb, and with a recent check for another family member, we noted the room rates had gone up.

Her response was that we would need to pay and she’ll be writing a report.

but is trying to sell a voucher for a future stay for $299, which allows you to book a future stay at a discounted rate.

Or they pay you $500 USD in palace credits for going to a 90 min.

but otherwise my experience here was very disappointing for the price it costed us.

but when a massage can cost £750 for an hour this can easily go.

Our stay did not cost us a penny more than what we paid when booking.

but overall we were always impressed with how well they treated us and we were not bothered by the smells near building 94 (you won't smell them inside your room) or cleanliness (remember, there are 10,000 people roaming around, so you will find something to complain about if you look hard enough) or bad food (we'd rate most restaurants a 3-5, but if you want the best Indian or Italian or Lebanese, go to India or Italy or Lebanon.

We Haven’t been able to get reservations for dinner and all they say is “sorry, my pleasure”
They are at a 110% capacity.

Top notch services, cleanliness, entertainment, and food diversity.

This time we took grandparents and all 3 generations enjoyed the beach, activities, restaurants and outstanding service.

but they don’t call you so either stand and wait or take pot luck, other restaurants can book on the app but never any decent time slots available so eat at 10,30 !!

We can’t access the restaurants at convenient times so have to eat very early or very late… not great with a family of young children!

We made it to eight different restaurants and enjoyed attentive service at all of them.

The Grand Buffet was incredible as were the restaurants we ate at.

The restaurants are wonderful each offering a great selection of high quality food.

The staff are always so helpful - Elias in particular over at Los Tacos pool side really looked after us and went above and beyond every day!

It definitely looks like they are caring more and more about selling guests hotel timeshare memberships than sustaining and keeping the quality of food and other things.

They were always concerned about Dorie’s food allergies.

What good is all-inclusive if we can't eat at the restaurants we want?

We want to be able to get a meal within a reasonable time.

On resort, we did bowling, karaoke night, hit the night clubs and enjoyed multiple visits to the spa. We also ventured off resort with excursions to Ek Balam and Cenote Park (highly recommended for the Mexican ruins which are unique as their status as the only ruins you can actually climb and the refreshing swim in a huge cenote) and Xel-ha (an eco park with plenty of water activities including snorkeling, snuba, lazy river, water slides, dolphins.  )

Moon Palace The Grand - Cancun

price

phone

Free parking

Free High Speed Internet (WiFi)

Pool

At Thai Kunn, Vladimir made both meals very enjoyable.

view was great, food was great staff was great,

That meal was my favorite of our 3-night stay.

even though I have already paid for an ALL-INCLUSIVE, meaning all is included in the price I have already paid, each restaurant had upselling menus.

The restaurants were absolutely fabulous.

Every half hour was a new activity (feed the koi fish, face paint, craft, etc) and we could pop by any time to check on how they were doing.

Food is good for such a large and busy resort. Cons.

Great staff, great food, fabulous entertainment.

The staff were exceptional, food was great, and the resort clean and well organized.

We definitely preferred the restaurants for dinner.

but they took away all the benefits that comes with the Fiesta Club room type including the daily desserts and the daily fruit bowls.

They have a very well structured buffet for all three meals, and the theme rotates so there are different things to try each night.

The food was fantastic, especially the freshly cooked stations, with better variety than I've seen at other all-inclusives.

The Argentine steakhouse serves inedible meat and tries to upsell you on high-end steak cuts.

The service is amazing, visit the buffet Mr. Eladio and the Mexican restaurant Mr. Jairo change the experience at a different level.

Particularly evident in the rooms - our room was really falling apart and sooo humid and damp.

Moreover, the toilet seat had urines left over from the previous guest.

Our oceanview room had a stale smell most of our trip.

you have to go 150 feet outside the resort to smoke cigar or cigarette!!

the food was completely disappointing and every restaurant tries to push you to upsell and pay for wine and other dishes and the prices were ridiculous $100 for a steak that was disgusting that i could get better back home in ny for half the cost.

The last time they came they made the floor filthy trying to fix it and literally used the bathroom and left pee in the toilet seat. Nasty.

- The pool area needed to be cleaned a bit more, we noticed later in the day that the floor would feel slimy and certain areas smelled like poop near the bar and edges of the pool.

but the bottom pool has a nasty film on it.

If that does not matter to you, then no foul.

Our room:  Other posts reported that it was a bit damp.

All of the staff was so nice and lovely to people, no one was rude or nasty they helped so much and even cracked a joke to make people smile.

Room reserved was ocean view an d ended with Garden view and NO AC working properly, which in turn made the room smell muggy, humid bed, clothing and sweating walls.

The jacuzzi had a bad and almost moldy smell

Here is where it fell short:
ROOM: the room was always damp and smelled as such.

Sewage smell is everywhere in the pool area.

Very minimal sargasum (stinky seaweed) during this trip.

My only problem was the very bad smell coming from a couple of the pillows.

We did the Xel-ha excursion which we booked directly through Xcaret prior to travel as we had done it before and there were no problems.

Fiesta Americana Condesa Cancun All Inclusive

smell

Valet parking

Free internet

Food was average for this type of resort.

All the staff were very friendly and the food selection was excellent.

For an all-inclusive, food was pretty good.

Francisco was fabulous at the steak restaurant, as was the food.

The food, activities, and entertainment were great, and the service was always quick.

The buffet is particularly problematic (especially lunch and dinner buffets - breakfast is acceptable).

We did wake up early everyday to reserve our seats,  the beach was plenty big and you can rent paddle boards and kayaks, the rooms are big and have great balconies, sunrise and sunset were wonderful, lobby cafe offers pizza sandwiches and salads all day, resort is close to the airport, they had brand name liquor, ice cream/churro shop was awesome, breakfast at Mexal was delicious every morning: made to order omelette's and fresh tortillas, tacos and burgers by the pool everyday were great!

Encourage your staff to offer drinks when they serve food (ideally before).

though the food wasn't outstanding, it was tasty and diverse.

The best restaurant for food is Vela, The best experience was given to us was at La Luce by Edgar he even customized our Risotto.

The food is pretty good and the all inclusive drinks are great - good cocktails!

We did the NYE buffet and it wasn’t great food.

Restaurants:  Need Reservations for most of the sit down restaurants and they are very hard to get.

We booked a tour with the hotel to Xel-ha.

but as you would expect its quite expensive
-Do at least one excursion, we did Xel Ha and it was more than incredible
-Use the staff!

Hilton Cancun, an All-Inclusive Resort

Food:
Food we always found something to eat.

Spa- Excellent ambience, relaxing and very friendly staff 
Food- all five restaurants are nice, good options for varied cuisine 
Room service- could be better, sometimes the response is excellent

We tried all the restaurants and enjoyed all three.

The food is good and the Sushi restaurant is the best Sushi I have ever had and that’s coming from someone who’s very fussy.

Had lunch there on Thursday and we were very happy with the great food and service .

Food is great and very varied so it never gets old.

Food was also good – you have a few options where to go for dinner.

he was still looking after us, pouring a beer for the .

The Brown Bag coffee Cafe
Haz todo con amor 1 Cor 16:14
Very thankful and blessed to enjoy family vacation here.

Absolutely amazing time the staff are so friendly , the room was beautiful and the food everyday was amazing will definitely return again.

Especially Giovanny, he is really kind and soooo cute He always care for us so we could be comfortable while we are eating and having fun:)
Also Envyque, he is so funny guy He made our trip more fun!

It was such a good service at the restaurant and the bar.

There are three excellent restaurants, all of which we managed to visit (Azul probably our favourite just because it was the most well-rounded in terms of cuisine).

We also are always amazed at how delicious the food is, thank you to Chef Canul for all the delicious meals!

Chef Canul also was extremely helpful for our group and has some amazing food and great selection.

The buffet restaurant always has lots to free

The Breakfast buffet Restaurant has all the food you could need for a very tasty breakfast and more.

Very fun time, great food, awesome staff!

If recommend reserving a seat at the pool a day in advance because people leave there towels and never come back.

One of the things did not work as well as most times there was no paper towels or toilet paper.

at this time we did also notice people had already places towels on sunbeds at the pool, which was very cringey and not what I expected.

Sometimes dirty towels were left, sometimes only one towel left, bathmat not always replaced.

The other con is they have signs telling people reserving chairs with towels isn't allowed,

Apparently, if you'd like to have a chair to sit on in the pool or beach area, you have to get up early and stake your claim with towels and other belongings.

People go early in the morning and put their towels down to reserve chairs that they sometimes don't use until the afternoon.

His judgment was very poor because I left the first chair totally open, and I got the hotel towel with me to the new chair which meant I chose one station.

We had to make requests for clean towels , toilet paper and only received face cloths on our first day.

We did not complain about this we just made up the room our Selves and requested clean towels etc.

CONS…..
Looks better in pictures 
Run down, for example bath towels were all shredded at ends, and just worn out.

I was unsure so I used my beach towel from my suitcase.

They wouldn’t bring new towels to the room they refolded the same dirty towels every day and we had to call down for new ones.

The 3rd day we did not get towels when they cleaned our room and had to keep calling.

Next we had issues with no towels being left in our room and our bed sheets not being changed at all during our stay, I spilt a drink on one of our beds and the stain stayed there our whole stay.

You were only allowed one towel per person, and had to surrender your "towel card " each time you obtained a towel.

(While i was there, four women from England would come down and lay towels out super early and then claim the only umbrellas for themselves-for days.)

Then, there was a gap under the shower door so the water would all leak out into the bathroom from the shower, taking at least two towels to soak up afterward.

We were unsure whether to book Xel-ha or Xcaret as an activity away.

Oleo Cancun Playa

towel

Wifi

We ate in the steak place, rib eye is marbled with fat

The grounds were attractive, the amenities very good and the food was abundant and tasty.

New Year’s party and food was incredible!!

We found enough options for food so that each of us found something we liked.

Salmon was our favorite and the steak was pretty fatty.

The best I can say about their pasta - it was laughable, unappetizingly looking and   - like with most of their food - it was no,

Fortunately, we really enjoyed the food at the  Chinese restaurant.

Staff is very attentive and kind, there is a large variety of food & drinks (i recommend Kulinarium and the asian food restaurant), the gym is small

Food was great, almost all restaurant staff were very friendly and attentive, bar staff were all very friendly too, all staff members worked very hard, and it’s clear to see..

The food and drinks were fantastic, lots of choice and long opening hours.

Food no where near good as it was from just last year.

although most were the same every day, there was always something to eat, there are 4 other restaurants, American, an a ia carte, a steak house and an Asian.

The Asian restaurant was our favourite, lovely food and we went there quite a few times.

Food was okay,  drinks were good, bar staff for the most part was really nice.

but  this while what I am getting is disgusting hot dogs?

3 places to smoke, if your a smoker  which are not adequate for hotel this size.

The middle pool is a pool bar where people were just drinking until they couldn't stand up, smoking in the pool, and we even saw someone taking substances.

If you’re a smoker, I would strongly advise against this hotel.

Another one boiled shrimp not cleaned black line. Disgusting

Our room did smell of sulphur on occasions and the fan does make a noise which you can't switch off so some light sleepers may struggle.

There are staff raking that up each morning and it’s nothing like smelly seaweed and didn’t deter anyone swimming in the sea.

First off the rooms had a horrible mold/mildew smell that was making me feel sick, our rooms were NEVER cleaned unless we requested on the app and even so no fresh towels brought / toilet paper refills.

Areas for improvement: 
We saw many people smoking throughout the resort in undesignated areas, which we found very annoying.

The rooms were a bit dated and the bathrooms could have been cleaner, there was black mold in ours.

Day we checked in, the room had pillows and bed that were giving off a stinking smell, same with curtains
2.

but of course people had to ruin it by leaving their garbage behind, we found broken glass, straws and cigarettes :/ Food was very poor, only friuts and vegetables were great also staff was very helpfull and nice.

even though u tell them constantly you don’t smoke not a very good way to welcome holiday makers absolutely disgraceful behaviour

No air in room bathrooms, insufficient room lighting, red stained mirrors, pee on the side of the toilets.

Our friends had trouble with electrics on floor 9, blowing lights, hair dryers ect…fuse box looked old and looked like required maintenance, this happened after rain, so probably water in the electrics, they had to sleep with no lights or electric, with a smell of burning, was not resolved until next day, their last day.

Everybody smokes, everybody is loud and inconsiderate of others having a relaxing time.

Multiple Cigarette burns on the plastic table.

Glad my two days in Riu Caribe I spent them at Xcaret & Xel-Ha.

Took one excursion from TUI to XEL-HA and that is it 5 of 5

I could go on , we had a great time everyone’s experience is different .

Xel-Ha (sounds like shell-ha)

Lovely day out snorkelling in a large

but still want a good day out you NEED to go to Xel-Ha, this place is out of this world!

While we were there we went on a lot of excursions including Xel-Ha and Xplor which we booked ourselves through the Xcaret website before going, and a few excursions through Thomson while we were there including the catamaran trip to Dolphin Discovery where we swam with dolphins, nurse sharks and fed the manatees and a trip to Garrafon Park, and Chichen Itza.

You can also book all excursions at hotel, we only booked coco bongos through arturo the rep and booked xel ha with a place on the strip.

Hotel Riu Caribe

Parking

For the price it charges, we would hope for a better service.

We ate the first three courses alone,  I was devastated that we had paid so much money for this vacation plus the extra $200 gala fee to again be sat on our own.

Poor front desk and management, exaggerated overcharge fee for adding a guest that for some reason was not updated in my reservation, only a few bars offered premium drinks when is included in your service, they gave you an updated suite

At tthe "a la carte" restaurants, unless you paid >$100 upgrade dishes, the meat was usually very tough.

While not completely justifying the extra cost, it did add a touch of luxe to our stay.

Keep in mind that taxi from airport to resort can be expensive so book transport with resort.

We usually choose the least expensive room category so we are able to go on more trips as opposed to spending tons of money on a view that we can see when we go outside, which is the majority of our vacation.

The most expensive place for the least amount of amenities.

but it was very expensive and I don’t think we will return as there are lots of places offering better value for money.

but my review is based on the cost of the hotel in comparison to other 5* hotels.

Too many other resorts that are less expensive and have great food and clean smelling rooms.

Jan, 10, 2024

Jan, 8, 2024

Jan, 10, 2024

Jan, 10, 2024

Jan, 10, 2024

Jan, 10, 2024

Jan, 10, 2024

Jan, 5, 2024

Jan, 10, 2024

Jan, 10, 2024

Jan, 10, 2024

Jan, 10, 2024

Jan, 10, 2024

Jan, 6, 2024

Aug, 13, 2023

Apr, 19, 2023

Jan, 7, 2024

Jan, 6, 2024

Jan, 10, 2024

Jan, 10, 2024