their Mexican restaurant is right by golf club, dinner requires reservation.

Many excellent dining choices, fabulous spas, and a challenging golf course.

Also the golf starter team consisting of Noe, Angel, Adrinal, and Luis as always treated us with respect and were always ready when we showed up to play golf.

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

there are little golf buggys that take you from the different areas which comes in handy for little legs.

Adani our golf instructor has a gift as an instructor.

Our kids had so much fun, the golf course is really nice as well.

The grounds are huge and they have golf carts constantly running to take you from one place to other .

My family and I booked the beginner lesson for the Moon Palace Golf Academy, and we were not disappointed.

I would skip "Gondola," which was totally average. The Indian restaurant "Agra" which did require a reservation was fine, as was the Italian restaurant at the golf course "Trattoria."

They do have golf carts that drive around and pick you up.

but I haven’t mentioned were mini golf, the spa, play on the beach, watch the shows.

Getting around the resort is easy with the golf cart transportation and just go to one of the stops and check out the map and see which letter route you need to catch and they will take you where you need to go.

The service by the service staff was superb - restaurants, poolside, housekeeping, golf cart drivers.

- Trattori (Sunrise / Golf Course) - what a lovely restaurant.

A great introduction to golf and the instructor was very helpful.

There are so many other restaurant ideas that would crush it at that golf course setting.

The Moon Palace golf course is a resort style venue.

Gerardo Jimenez (Sunrise lobby, always there when I have questions)

Liz Martinez (For assistance with planning our trip)

Ricardo and his crew from Moon palace Golf course.

Just had a fabulous pedicure with Yolanda at Awe Spa at moon palace golf course.

We had a great morning playing golf at Moon Palace Golf Course.

Five Stars to Moon Palace Golf Course and five more stars for Alexis and Rodrigo.

Saidy and Alfredo are the best in the spa at Moon Palace Golf course.

Antonio,Alexis,luis,Angel,Rodrigo and Adrian at the Moon Palace Golf Course were very great.

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.

Food is hit or miss-mostly just ok. Tacos and ceviche at pool are delish.

Food from the stand there had 80min wait time!

but thankfully we always ate early so they went quickly for the first seating every evening.

Overall food quality was very good over our 8 night stay,

- 2hr+ waiting time for the non-bookable restaurants.

Dining experiences also reflected the disparity, with food and drinks resembling those of a 3-star property rather than the promised 5-star quality for non-members.

There was a 2 hour wait for the restaurants each night and you can’t reserve them.

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

We tried a few of the restaurants while we were there.

Daniel Fernando was a great waiter at Gondola Restaurant!

The food here was very good - delicious and healthy.

We had read great things about the food here

Why didnt room service help you they can easily come up with something for you.

really big resort, lots to see and do, hotel staff are all really friendly and the food and drink is really good too!

This is such an easy thing and a no brainer and would make lunch so much easier for vegetarians.

We are vegetarians and struggled to get decent food there.

The food was great and hotel staff was so nice.

Once in the restaurant, we were led to a private dining room enclosed by glass.

Thank You for excellent service and delicious food.

Great time, great service and had the best time on holiday with my family here in Mexico, Cancun.

Special thanks to Noe in the Golndola restaurant - such gracious service.

Luckily we came across Emilio in Guest Services who helped us sort out two restaurant reservations.

We travel all the time and this restaurant is definitely up there in terms of the food quality, service and ambience!

The employees on the resort for serving and cleaning were amazing 100% customer service ok that level no questions asked.

Bravo Gilmer and Yahir, excellent, excellent customer service.

Had a wonderful time at the Riviera Maya—excellent, marvelous service by the manager Ana, the host Marco, and the waiter Fernando.

Amazing service and an amazing friend while we were there!

but Antonia really went above and beyond in her service and hospitality that we requested her section whenever we went to Momo.

The service at the other resorts we stayed at also far surpassed the service received at Moon Palace.

but the service and people make it amazing.

butlers Israel and Osvaldo - we would not have returned if not for their great service (we usually prefer smaller resorts).

Overall, service in all areas has declined as a whole

Waiter Dario and her supervisor Anna are the magic combo on the floor - they gave us VIP-level customer service every time we came to enjoy at the restaurant  and they made our 5-day experience memorable!!!

No music or entertainment to ring in the new year there.

The App was a little bit helpful to find what entertainment there was,

The Momo Tepanyaki was delicious and the chef was massively entertaining.

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

The cook who was at our table was very funny and did a great show.

Montserrat cares about all the guests and gives so much energy and also helps out at the shows in The Grand Theatre.

The entertainment staff Isaac, Raymond and Kevin were amazing and made the days fun!!

Entertainment at night we thought was excellent- very talented acts.

I have been coming to  The Grand Moon Palace for 8 years now and Ernesto el Chef bailarín, just made my day with his dance moves and the delicious ice cream he serves,  You must look for him near the pool at Sunrise.

It was a joy to relax and let the wonderful pool attendants; Marvin,  Amalia, and Amairani, bring you any beverage and food selection with a friendly and attentive “how are you doing?”

The children especially liked the elderly ice cream caballero with the hat and funny dancing.

Their entertainment team is amazing and always something going on.

The entertainment staff at the Sunrise (Jesus and Mitch) were very engaging and went out of their way to make things fun.

The entertainment staff sexy Issac, Doris, Sahara and Kevin made my family’s stay so fun!

Perhaps because most of the high-end dining experiences are there, as are the elaborate kids’ waterpark and a dance club for the late nighters.

Circus – The manager gave us a tour of the facility. 12.

Was quite disgusting to think that this would be acceptable to them.

The food was absolutely disgusting you couldn’t get in the Al La carte restaurants as they was all booked up.

Beach was full of seaweed and smelly -  water looked u healthy to swim in.

Stayed 5 nights, on night 3 I started noticing a urine smell from our mattress, stripped the bed and found our mattress was covered with urine.

Also, the beach is completely brown and unswimmable, and smells like sewage.

Steps have been taken to keep the majority of it several hundred yards offshore, so the stench does not permeate the atmosphere throughout the resort.

The food is disgusting, and think twice if youre going to have a wedding here because the way they treat guest is horrible and they dont care.

The room had a strange smell, insects, and technical issues with the app.

While on the property, the golf carts and lobby-to-lobby buses meant we never had to break a sweat.

although there was some seaweed in the adjoining beach, crew was constantly cleaning it out (no smell of seaweed).

Maintenance was noticeably lacking, door to room did not close properly, curtain pull broken, drain in hot tub broken, sink drain almost fully blocked so water would not drain.

If anyone use to or expect 5 star experience like international hotel brands (Marriott group, Hilton’s or Jumeirah) don’t expect anything like that here… Property old and tired and staff are undertrained to offer remotely comparable service..

Will NEVER return to this hotel even if it were free..

We checked out of the hotel and stayed in the Grand afterwards… hotel was much newer and didn’t have the same smell issues

but blimey u would think a hotel like this will entertain the guest indoors, instead they had some women screaming some nasty boring songs.

The food servers were handling food without gloves and that’s very disgusting   This place is falling apart, the employees here are way too pushy to sell something

but the sea water is disgusting with discolored water and the seaweed problem.

The bed linen particularly the pillow cases smelled like urine.

Booking appointments for spa with Jorge took over a month.

I would highly recommend her and the spa.

There was no ventilation in this dining room, we all felt like we were in a sauna.

My favourite was Lorena from the Spa at Sunrise.

A trip to Moon Palace cannot be complete with a visit to The Grand AWE Spa.

The fine print is there is a 16% tax out of pocket payment associated with these credits and there are limits on what you can use it on (golf, spa, upgrades, etc).

The spa at The Grand is also one of the highlights of Moon Palace.

A good time was had at the Unique Day Spa on several occasions and a highlight being the Library Bar which has awesome drinks.

I had many massages in my life and she obviously very experienced.

Pools, spa, excercise and bars were top notch.

Next to impossible to contact diamond transportation following a spa treatment at the Grand to return to our room at the NIZUC.

The spa at Grand and the golf course is a one-of-a-kind experience.

Had two deep tissue massages from Selena.

We spent time at the pools, and we frequented the Spa.

Claudia at Awe Spa was amazing at scheduling our whole family for facials and massages.

He scheduled all of our spa and dinners perfectly and worked closely with our

Ana, you have a great team and we really enjoyed you and your team!

but help feeling like the staff and guest were all looking at us, and kind giving that look like " what are you doing here".

After a 15 hour flight from Spain with two young kids, it was so surprising to receive such a hostile reception.

These folks lie through their teeth, smiling the whole time.

Wish every employee at the resort was as attentive.

Staff, unfortunately, provided little assistance, merely suggesting I find a spot on my own.

I truly feel bad for the staff because they’re trying

The many wonderful palace workers made our trip a delight.

There were a lot of staff standing around,

As someone who has worked in the hotel  industry, smashed glass needs to get reported and cleaned straight away, obviously staff failed to do this and especially as it was in a communal area as well.

David from the hotels management team came and was equally unhelpful.

Pool side - as a test i gave the lady $5 to take care of everyone she never left us, everyone gave her more after she did a great job.

There are two kinds of restaurants-one is the buffet kind and the other one is the sit-down.

He was patient, fun and very instructive.

Moon Palace Cancun

price

smell

moon-palace-golf-course

staff

restaurant

service

golf

show

Every type of entertainment exists, our 5 and 7 year old loved the kids club (not always the case on previous holidays) and the kids staff are great (Louisa in particular).

The Beach club had some nice appetizers to choose from.

A shout out to Juan at the unique day club who went above and beyond to look after us.

Caught the sunrise multiple days via the Beach Club and the beach was in great shape.

*We were in building 88 (usually were in 94 other stays)- we really liked this location as it was super close to the lobby and all restaurants, Unique Day Club and the Olympic Pool
*Rooms were serviced every day and the housekeepers did a great job
* Was able to book our fav 3 restaurants on the app- Teppenyaki, Agra & JC Steakhouse.

We like the variety of restaurants and spend most of our days at Unique day club.

We were pretty much at the kids club every night (1 hour before closing) so the kids can cap off the evening.

Alfredo at Unique Day Club made sure we were well taken care of and was so friendly and nice.

The Unique Day Club pool was a nice place to get away from children … it’s adults only.

We want to say a special thanks to some of the staff that made our trip even better:

Alejandro – Moon Grand Lobby bar bartender
Alfredo – Unique Day Club server
Ossmany – bar manager
Daniel Brito – Olympic Pool server
Jordan – Olympic Pool Bar Supervisor
Fernando – Diamond Pool Concierge
Wilma – Olympic pool server
Nicolas – Olympic pool bartender
David – Margarita cart
Monica – Lobby bar and Speakeasy server
Goretti – Beach Club server
Arturo – Caribeno breakfast server
Ana – hostess Caribeno
Bella – hostess Caribeno
Carolina – Manager at JC Steakhouse

Thanks to all for another fabulous vacation and see you next year!

A special shout out to: Julio (Activity Pool) Jorge (pool server by The Grill), Norberto (Cusco), Ernesto (JC Steakhouse), Luis & Laura (Los Caporales in Nizuc), Damian & co-worker and Pedro & Abigail (Casa Mia) and the server on the beach in front of Beach Club (sorry can’t remember his name).

The Beach Club was very nice, secluded from the rest of the more populated areas.

❤️ Marisol in the Caribeno restaurant is our number 1, the service she gives her guests, her smile and enthusiasm for the work she does is simply amazing, that lady is a true inspiration to her colleagues and I'm sure she would excel in a management role 

💙 Juan in the Unique day club,,,wow, what a hard worker he is, never stops and always ensuring his guests are looked after and has everything they need,  he was fantastic!

I especially want to mention Pablo at the Unique Day Club.

but make sure you have Marisol as your waitress , this lady is the most beautiful amazing woman who recognises you every year we go 

Spa - Couples deep tissue massage is the  best experience and the 2 girls we had are a credit to the Spa 

Jesus at Unique Day Club again is amazing and again recognises us year after year and goes out of his way to make sure we are looked after

Our favourite restaurants for lunch were the Beach Club, Los Tacos, The Ninth Pin bowling alley and Habibi.

Julio was the best bar tender in the beach club!

We then asked directions to the "adult pool" which is actually called the Unique Day Club.

We have bisitied many, we joined the Palace club here.

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.

The were a few exceptional stand outs from this visit to include Yelsi from the AWE Spa at Moon Palace Golf Course.

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.

Jan, 8, 2024

Jan, 7, 2024

Jan, 6, 2024

Jan, 6, 2024