TripAdvisor Traveler Rating

(Sunrise) Definitely did not live up to the hype. The resort is so big that being able to walk and enjoy the atmosphere and strolling the grounds is not possible and really do have to flag golf carts down which are hit or miss to find. The room was so out dated and dirty feeling. We were there for a wedding and out of 40 rooms two people only got king beds even though we all reserved those almost a year ago. The resort acted like whatever no big deal, they could have acknowledged and offered something nice. Then there is so much construction for putting up stages for concerts soon that if you ordered an ocean view room you have a stage and very loud construction starting at 6am. The food was whatever, I don’t expect the best food at all inclusive but they one was supposed to have amazing food and it was hit or miss. Room service was horrible other than breakfast. My favorite was poolside tacos and ceviche. The drinks were good but very basic. Didn’t have any craft like cocktails. Definitely had to specifically ask for what alcohol you wanted. Staff and bartenders were decent. From experience at other resorts they really didn’t interact and have fun with us like I’m used to at other resorts. For the money I don’t think this place is worth it, yes there is a ton for kids but so do a lot of other resorts that are nicer and cheaper. The beach they kept clean but it’s not the pretty blue water but was still nice to lay out on until they decided they were going to move out all the lounge chairs which was weird but also our last day so wasn’t worth questioning.

This was our second visit as a family to moon palace and we had a great time. We visited all three resorts and could always find something to do at all three. Sunrise by far was the most vibrant however Nizuc offered better food options throughout the afternoon. The beaches were clean, staff was super friendly and accommodating, especially Victor and Antonio at Sunrise pool, and the resort was well maintained at all times We will be back again and will 100% recommend Moon Palace to anyone looking to travel to the Cancun area.

Horrible experience. we booked ocean front 2-bed room thru Costco, which we paid extra money for it. As soon as we reached to front desk, they offered welcome drink and everything was going smoothly and at end they said you will have One Kind bed and i was like hello, i paid extra for 2-bed and they called their manager and after very long argument ( 2 hour check in ) they gave us very third class corner room, which is very far from the lobby. As soon as we entered into room, there were bugs, mosquitos every where. the toilet flush was not working. we requested to send someone to fix it but no one showed up. we went to their Grand buffet restaurant and i requested to make veggie taco for my kids and check denied it. we can only make chicken and beef tacos. then i requested him to make veggie fajitas and he said we only have carrots and onions. This is five start all inclusive resorts hospitality. And stay away from their time share -90 min Grand resort tour. they took almost 4 hours and they don't understand NO. they kept sending one person after another and we were kept saying NO but they don't understand NO. Their resorts credit sucks. they promised on first day to give us $500 resort credits and when were trying to use it they said it's already gone. i was like how and they mentioned you used two day pass at their Moon Palace Grand. no body mentioned it was either $500 resort credit or 1-day pass. All restaurant need dinner reservations which is not available for most of the time. Beach was dirty, Pool water was very cold. they don't have heated pool. their golf cart service takes forever. we were staying in their NIZUC and golf cart comes every 20 to 25 min and they mentioned every 5 to 10 min. all lies, lies and lies. We asked for an extra pillow thru room service and they took 2 hours to provide one god dam extra pillow. horrible horrible.

First time to Cancun with family and friends. The three hotels are very big and I see now a lot of reviews I wish I had read earlier, before deciding to go. - 1 out of 5 : Large compound - takes 30-60 mins to go anywhere. There's lot of waiting for carts and rides, with needing to ride couple routes to get to destination - like changing lines on the subway. Very time consuming, wastes valuable vacation time. - 1 out of 5 : Booking restaurants, vacation planning - takes 30 mins per reservation, no joke. If you want to do do two, it will take a full hour. Most often, you either physically need to go the lobby, or call from your room - reserving on the phone app will require you to stay on the phone for an hour, literally. Overall, very inconvenient, cumbersome, confusing, lots of rules and limitations, extra charges (vacation planning). - 3 out of 5 : Rooms, for the price, are decent. Minor maintenance issues – curtains falling, out of conditioner, broken shampoo dispenser, difficult door, poor drainage in sink, etc. Relatively clean – room cleaning people were nice, cleaned every day, pretty good. - 1 out of 5 : Service – overall, most of the staff are pretty friendly and helpful. However, I’m giving one because of an incident that wasted time for me and my kids and gave me a poor experience for the remainder of the vacation. The incident related to a day pass to the Grand hotel. I was denied from eating at the Grill restaurant. You would expect it to be a simple lookup of a room and confirm. However, the hostess (Karla) denied my kids and I and pulled from the buffet line. They said they checked and confirmed I did not have a pass, which I did. We had to go all the way to the lobby (20 mins), and then was passed between Vacation planner, front desk (Andrea), and checkout desk. Long story short, it was basically 2 hrs before this got sorted out, all with 3 hungry kids not able to eat at an all-inclusive. Made a formal complaint at the Public Relations office – at checkout, when I asked about my complaint and any feedback, they said there was not complaint filed. Terrible experience on a vacation. - 4 out of 5 : Facilities – what you can expect from 5-star Cancun resort – good pools, plenty of lounge chairs, good access to beach, etc. - 3 out of 5 : Food – decent.

We went as a family of 4- 2 adults and two kids aged 13 and 9. Loved the place. Stayed in the agave building in nizuc which had a sea view. We didn't pay for a sea view room but you can see out to the sea. The rooms were a bit small as was the balcony but it was fine. It was clean and comfortable. The pools were amazing and clean. The service was the best we have ever experienced anywhere. The staff are great. Our favourite place to eat was Carvao. The meats were brilliant. I could go on all day about everything but I've a feeling we will never stay in a better hotel. The only small downside is the distance from the real world which meant we used Ubers to get us about outside the hotel. But, that's the only thing. The beach was brilliant. Don't see what all the fuss is about regarding seaweed. We spent our first day watching sandeels swimming in the clear water. Special mention to the lady in the Nizuc buffet who does the eggs. She works very hard and her food was great. The golf cart service and the lobby to lobby bus made everyhing so easy. Everything about this hotel was top class and I hope one day we will be able to come back from Scotland. Thank you.