I cannot express enough gratitude to all the guys and ladies that work in the outside operations of the Moon Palace Golf Course and at the inside reception desks.

We were picked up by Luis who drove us to the Moon Palace Golf Course.

The room, beach, and restaurants were great,

Had a fabulous time, smooth checkin, arrived before rooms were ready

Angelica our house keeper kept our room impeccable.

Sun Palace is a on the beach and my room is so close to the ocean.

There's also a jacuzzi bathtub in our room, which is chill and relaxing.

The room is amazing, the food is amazing, the beaches and pools are spectacular and most of all the staff goes above and beyond for their guests :’) 

Special shoutout to the entertainment team: Pedro, Jonathan, Roberto, Allan & Desiree!!

We then went to our room and it was perfect.

Everything is top notch (rooms, food, spa, activities).

The room was comfortable and the bed was VERY comfortable.

With the exception of Grand Velas in PV, this is the nicest hotel room we’ve ever stayed in, including Le Blanc (which we transferred to for the last leg of our trip).

Having the tub in the room was quite a luxury for us.

Food and rooms were awesome as was the staff, especially Alexis at the coffee bar, she was always the smiling start to my wife and I’s day!

The ocean view room was breathtaking and I was sad to leave it!

Sun Palace renovated the rooms since our last visit.

Here are our likes about the resort : -very close to the airport, pristine white sand beach, large rooms with large bathrooms with two sinks, superb cleaning service in the room, variety of the food, cleanliness of the resort, very attentive service most of the time, great night room service.

The wine in the room the good the upgrade, they went above and beyond for us in every way, check in was a breeze.

Sun Palace

Free parking

Free High Speed Internet (WiFi)

Pool

Our favorite aspects of The Grand were the dessert/coffee shop, The Wired Lounge was ours kids favorite, Indian Restaurant at Nizuc, minigolf at Nizuc, indoor play area at the Grant water park, Moon Palace Golf Course, fitness center, in-room jacuzzi.

RIcardo and his crew at the moon palace golf course, our clubs were always ready and waiting for us.

Luis at Moon Palace golf course continues to be the best.

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.

As such it has over 4,000 rooms and likely over 10,000 people at any one time, so you can't expect bespoke, tailored, super personal service every moment,

Nonetheless you spend a lot of time out of the room, so it’s manageable.

Another example is we upgraded rooms midway.

We had two rooms at The Grand and both were well appointed and clean each day.

The Rooms are big and spacious, the food and restaurants absolutely delicious and the facilities available for the children are next to none.

Our bellman who took us to our room was exceptional.

When I pushed harder, they agreed to give us a room at The Grand after staying at Sunrise for 2 nights.

Only after presenting photographic evidence and expressing our desire for a refund did a room miraculously become available, prompting consideration of returning to Xcaret Mexico, a highly recommended alternative.

Faced with the unsatisfactory state of the room, I approached the reception to request an alternative.

We had booked through Expedia and were upgraded upon our arrival to Governor suites for both rooms in building 94.

We booked our rooms in February 2023 for a Dec 2023 visit.

Good luck having your room properly services and towels replinished.

The request for a king room and two rollaways was honored with pushing the two queens together for a massive king!

Elda, our current housekeeper in building 92 and room 241 provides great service.

After another 45 minutes of negotiating with the front deck we were able to get access back to our room.

Moon Palace The Grand - Cancun

price

phone

Agent said that they would then credit that amount back to card in 7-10 days. Why?

..we were un-receptive to their "invitation" to $750 in room credit)  and passed on the "experience" I guess they passed on offering us any more service as well.

At the restaurants, I noticed additional items on the menu that you had to pay for, my wife asked for a glass of Moscato at the Italian place, and they said it was an additional charge, lol.

Promise you room credit that can be used everywhere.

Can’t get reservations, lines for everything, overcrowded, up charges, too many options/fees to navigate, sprawling, understaffed, lounge chair hunger games, limited options for son with celiac.

Make sure to bring an actual Apple or Samsung cord to charge your devices and not an aftermarket one.

There are 2 kids clubs, one at Nizuc and one at sunrise (we didn’t go to the grand, as it’s an additional charge).

I asked how to sign up for the tennis activity that is stated on the calendar and Sergio basically told me that this requires extra charge and he doesnt know of any tennis activity.

Build the cost of tax into the all in price and offer the resort credits without the strings attached.

But you can use only $100 of the $500 credits.

We were given only 750 in credits instead of 1,500.

This hotel will overcharge your credit card and try to rip you off every chance they get, and they are unapologetic about it.

My husband and I spent over 3 hrs trying to make sure our kids had beds and fix the the inaccurate charges to our account, just for me to be told I needed to calm down and stop being so loud.

The shopping and spa credits they give away are of limited value.

we had $500 resort credit for excursions- til Lupita said we had $0 credits.

But the worst part was they charged us 25$ as a no show for a reservation that was not honored.

There is a $25 no show fee, they charged us no show fee even through we went to the restaurant.

Pay 10 to the guy in the bowling alley and you can avoid the 60 charge.

Don’t count on getting the extras they offer like any resort credit or free golf rounds they do not honor it and the golf if super expensive.

The Moon Palace golf course is a resort style venue.

The front desk is difficult to deal with, especially if you lose your bracelet, fine print costs you a lot of money.

Check-in was chaotic and clerk required us to charge another credit card for the entire trip that was already paid for in March.

If you wanted to attend the new year's eve party, it was an additional fee, lol.

Used to be a five star…still cost of a five star

The hospital trip also cost over $800 which we had to pay as well.

Don’t come here unless you like abuse and pay $20K.

For the price we are paying, we could be staying at the Four Seasons.

but you would have to pay for something first.

Note of not staying at The Grand: you must pay extra for the water slides.

But I don't think the additional price is justified for service or food.

Everything is falling apart, we paid extra for a swim up suite which was worthless and a joke.

Considering that they don't get tipped and what they are probably being paid, the servers were amazing.

But I Would not stay there again for regular price.

At $600 USD a night, this is completely not worth it.

Paying 16% tax for a service/good that is marked up at least 84% higher than what you would pay in the US is like getting no real value.

The bunkers are full of rocks and the course itself is not in pristine shape that you would expect from a course that charges $300 a round.

but we were told that he could be seen by their doctor but any expense had to be covered by us.

We paid for Ocean view and that was not Ocean view.

but they do not compare to the service and attention to detail that all the employees pay to everything they do at Moon Palace.

Upon arrival, the absence of a welcome drink and the struggle to have luggage delivered to the room after five calls were early indicators of a less-than-smooth stay.

but the hotel management have sold far more rooms than they have capacity for in the restaurants, pools, communal areas, bars.

The workers in the dining rooms were especially delightful.

Overall, the resort is a great place for a family vacation with a fun pool, nice rooms, and good food.

The property is beautiful, very nicely landscaped and our room was very clean.

Rooms and grounds are spacious and impeccable.

We also asked for rooms so that the party were all next to each other.

I flagged a golf cart driver gave him $5 he helped me take the luggage up to my room.

The shows, activities like sailing, kayaking, biking, play room, Wired, etc.

I felt like we were actually being punished for bringing up all of the problems with our room LOL.

The good thing is that our room at the Nizuc is located in a quiet area, facing the ocean,

Download the app to order mini bar, room service and even essential oils for your defuser in your room.

It would be a more welcoming experience if someone took you to your room.

We lucked out and got a ground floor room in the Mariachi building that was close to the lobby and the pool.

There is also a table in the room which is great to eat room service.

After getting checked in and settling in our room, it is time to eat!

We were lucky enough to have a two week stay in a ocean front room on the Nizuc side.

Drinks were great- a lot of high end liquor options available, including liquor in rooms.

Jan, 9, 2024

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Jan, 3, 2024