Amazing resort

Food and drinks were delicious. Excellent service. Amazing for kids. Both my 4 year old and 10 year old had a blast. The pool area was awesome. The only disappointment was the beach. We could not swim and lots of seaweeds.

Fantastic family resort

We stayed at the Grand at Moon Palace. Highly recommend this resort for families with children. The resort is huge with various activities for kids of all ages. The rooms were amazing & the food was fantastic for an AI resort. Definitely worth 5 stars.

Great place to vacation

The grounds, pools and rooms are beautiful and well maintained. Lots of things to do like shows, excursions and activities. Staff was so friendly and helpful. Food was delicious and plentiful. It was hard at times to get service poolside and the beach was quite mucky, not nice to swim in. Overall, I would recommend and attend again.

Moon Palace Resort - Cancun (Nizuk)

Great resort, very clean, lots of amenities, pleasant and helpful staff. Special shout to Albert and his crew at the buffet, outstanding service all week! Would definitely consider staying again, and would definitely recommend to others.

Palace Life

From the moment we stepped into the extravagant lobby we knew we were going to have a phenomenal week. The check in /out process was seamless. The staff go over and beyond what you would typically receive. The food and drinks were 10/10! Our favourite restaurant was Momo. The rooms were comfortable and clean. Everything you needed was supplied. They call it palace life for a reason! We will most definitely be returning.. The nightly entertainment was fantastic. We couldn’t have picked a better [... read more] resort for our family.

Overall Good Experience Aside From...

Hotel staff, excellent, food... 8/10, Suit comfort: 6/10. After the short but taxing travel from Toronto to Cancun with our 1.5 year old, we were greeted pleasantly during our checkin. Unfortunately we had to wait 40 minutes outside our suit because our bracelet door locks didnt work. Turned out that the door somehow shut itself and the safety chain flipped into its slot?!.. After 40 minutes the door was finally opened. Once we did get into out suit, my side of the king bed felt like it dropped [... read more] into the floor below (exaggerated of course) but the springs were clearly worn out. We're not the type that like to complain, but having my 1.5 in a soiled diaper, family hangry, and the rain made the perfect storm. We asked if we can order room service from our bell man after we made it in, he said of course, download the app and or turn to our smart tv app. After he left we immediately looked into this and unfortunately NEITHER of them worked, so we patiently waited for dinner service. Lucky we had milk in a thermos for the little guy and some snacks in our backpacks. The rainbow/silver lining during all of this was after they investigated the situation, they offered my wife a spa treatment to melt some of her frustration away :) Happy wife, happy life we all say. We had arrived for a wedding, which was beautiful under the weather conditions we had. Would have been nice to have the childrens play/ water slide area open, but it wasn't. This was our little guys first 'sun' vacation experience, although we feel he had fun, but his experience could have been 10x more enjoyable we felt with further exciting memories & captured moments. We've been to two other Riu resorts, @ Dominican Republic & Jamaica, both were over the top phenomenal experiences. But Cancun Moon Palace Sunrise definitely fell below our expectations being a 5star restore. The last domino's to tip over were the batches of seaweed and diluted caribbean sea with sediment which no one stepped into. (As in, NO one was on the beach at all) Over all, disappointment would be an understatement for our first experience as a little family. Our lack of research on the part of the beach/ seaweed we take ownership of, but it would have been appreciated if Palace Resorts offered day pass or travel options to their sister resorts where enclosed or clear beaches were available. Cheers to safe travels to all, hope our experience will shed some highlights and checkpoints to tick off before you finalize your booking.

Amazing resort

I must say, moon palace cancun was an incredible resort with top shelf service. The only thing I would say is, I had to pay for an upgrade to the grand moon palace while the rest of my group (10 people) did not and were upgraded for free. That said, having to pay the upgrade did not play a role in how I feel about the trip. I would definitely go back to visit the grand moon palace! My 15 year old son thoroughly enjoyed his trip as well did I! Sean.

As always an amazing experience!!!

Service and staff are 5 star!!! Food is always very good!! If you\re looking to golf it is an awesome course featuring 3- 9 holes courses....Lots of activities for all ages! Rooms are always clean with adequate towels and bedding.... The only downside is the beach...which is covered in seaweed all of the time..virtually non swimmable

Moon Palace Cancun did not disappoint!

Wonderful Family Vacation! We stayed at the Moon Palace Sunrise section from April 16-April 23, 2019. It was an awesome experience. Beautiful resort- well kept, clean and stunning grounds. The food does not disappoint! Loved the breakfast Buffet, Gondola (yummy Italian restaurant -ask fro Mario -best waiter) and Momo (Japanese cuisine). There's so many places to eat! The resort is huge but we stayed mainly by the Sunrise section. Great pools, kids section is cute and the swim-up bar service wa [... read more]s fast and drinks were delicious. We stayed in the Sombrero building which is the furthest from the lobby-it's about a 5-7 mins walk. If you prefer not to walk, they have golf cart shuttles all over the resort and to the other sections Nizuc (we went there as well) and The Grand. There is plenty to do on the resort but the highlight for our kids was the arcade (Wired Lounge). Awesome fun when you have kids aged 9 and 13. The hubby and I really enjoyed it too as it is for all ages. My daughter and I also got manicures and pedicures - staff is great, especially Magdelena and Rita. Overall, had a fabulous time and would go back. Thanks for the great service and food Moon Palace!!

Good resort

Really good place lots activities but beach is not good at all very dirty beach food was good and service was excellent lots activities to do really peaceful place far from city and hotel zone beach not clean at all

Amazing Resort!

I can not say enough about The Moon Palace, Sunrise Resort. This place is amazing. All the staff are so kind, helpful and accommodating. The food was excellent. The entertainment team were fabulous. This place catered to children and adults. I love the fact that our bracelets were our door keys. The list could go on & on. I highly recommend this resort.

Amazing Resort

We stayed at the Grand Moon Palace in the first week of February and had the best time yet of all the resorts we have tried. The grounds were well kept, the walkways excellent, the golf cart bus service was exceptional. You didn’t have to walk anywhere. The quality of the food was above average to excellent and the choice of restaurants was too large to experience them all in one week. The service staff were always friendly and very hard working.

BAD experience

We would never recommend this place. Many that attended the wedding ended up very sick, quite sure it was food poisoning. The ocean and the beach are awful. Very murky and full of seaweed. A huge tractor is going back and forth on the beach the majority of the day. The swimming pools are freezing except for one that is heated and packed. Very, very disappointed.

Beach unusable but the Pool and Kids Activities are amazing

The hotel was clean and the staff was friendly. The resort is huge and I didn't like how far our room was from the main building. The beach was unusable too much seaweed to walk or swim. The pool, playroom, wave runner surfing and the water slides for the kids were excellent. The food was the best I've ever had at an all inclusive (I've been to many in my time). We were tricked into taking a tour of the Grand Moon Palace with promise of free golf clubs. This turned out to be a time share [... read more] pitch. This took 3 hours of our day and the sales people were aggressive. I hated every minuet of the tour/presentation and they didn't end up honoring the free golf clubs. STAY AWAY from the Grand tour. The kids and our family enjoyed the vacation. If you are a beach family this is not the place for you. If your kids love activities and sports and you want good food this is a perfect spot.

Great hotel, Bad beach

You will love everything in there but the beach is not that good . Lots of seaweed however , you will have a great selection of amazing fancy restaurants , alots of pool , entertainment, clean rooms and amazing staff

Great property

We stayed at the Grand and our room was upgraded to a beautiful suite on the ocean. There was lots to do, food was fabulous and the drinks provided were international brands we knew. Honestly the only issue we had was trying to get a trolley so we had to walk a lot but otherwise it is a great place to take your family. Couldn't use all the amenities during the week we were there but I am sure we will be back for another visit.

Great Family Resort

Impeccably maintained resort with lots of amenities for kids of all ages. Very friendly staff, especially Miguel, Caspar and Martin 🙂 Although it seems very large, it’s Easy to commute between lobbies with the golf carts or the large buses.

Relaxing vacation

We spent a week , Aug 17th to 24th in Moon Palace Cancun. It is very nice resort and service there is excellent. There was a little hiccup getting there. First our flight was delayed for an hour which happened also on the way home a week later because the flight from Toronto was delayed again.Not sure why but it seems the same flight Air Transat TS550 is delayed every Friday. When we got to Cancun the Air Transat agents at the airport told our driver that we are at Sunrise part of Moon Palace.  [... read more]But when we got there it turns out we were supposed to be at Nizuk. Regardless, the welcome by the stuff was just amazing and very quickly they transferred us to right section , check in was quick and we had a very nice room at great location close to all amenities. We also had extra roll- away bed in the room as we requested.We had scheduled meeting next day with Air Transat agent with all info and time of pick up on the day of departure but he was an hour late, since the agents desk was in Sunrise section of hotel not where we were staying, it was kind of waste of time to go back and fort for that meeting and kind of lost half of the day. He apologized and said he had meeting with other client at different place , so why did they schedule him to be at 2 different places at the same time? Like I said the resort is very nice, clean and service is very good from Bellboys,serving staff in restaurants, waiters by the pool,towel lady, entertaining staff etc. The only little disappointment we had was that we could not swim in the ocean. It is so polluted by seaweed that is inaccessible. We understand that is not hotels fault , it's the mother nature, but still it would be nice to be able to spend some time on the beach as well.Therefore the pools are just overcrowded and everyone reserves their loungers with towels very early in the morning. Another bit disappointment we had was a food. The buffet is quite small and did not have very much selection and La carte restaurants lack at tasty food. We were not hungry but just expected a bit more from that kind of resort. We vacationed in lower star rating resorts before in Riviera Maya and must say the selection and quality of food was much better. For example the Brazilian stake house in Moon Palace had that feel of service but meat was over seasoned and overcooked.Also we were under impression there are so many restaurants available but we quickly realized that was not the case. There were couple of Buffet in two sections of resort we were allowed to go, and abut 4 la carte but meals in la carte were just not that exciting. Also we had quickly learned that we need to go for dinner quite early,if we went later the lineups and wait for restaurants was just to long.I guess the good thing was there are no reservation required for restaurant's except the teppanyaki dinner at Momo, oriental La carte. I have to say that was actually the biggest disappointment. It was not easy to get reservation for teppanyaki dinner for the time we wanted so, when we got to restaurant and our group for the teppanyaki table was seated we had to wait almost and hour for chef to arrive and start cooking.All the tables around us who have been seated at the same time had almost finished dinner and we didn't even have a chef. The restaurant manager came after almost 45 min waiting, to apologize there was a mix up in the kitchen. When chef eventually arrived he cooked up dinner quite quickly and that was it.Just compering the experience in other resorts the teppanyaki dinner was much more fun with chef being more entertaining, it was a show and the dinner with guests engaged in entertainment etc.I had the resort app on my phone and got the message to review how is our stay so far. I have commented on situation with teppanyaki dinner but had no response. Over all it was nice to get way with family and we did have relaxing vacation apart the Air Transat being a little disorganized and a small things I have mentioned. I must mention the tripcentral.ca agent Jack was pleasure to deal with from the day we booked vacation with all information he has given us by word and email's and trying to accommodate our requests for centrally located room, roll-away bed to following up with us after we came back.

Actually quite impressed

The service staff were always prepared to say "YES" to any of our requests. We had one misleading experience with the commissioned 3rd party company selling the excursions. The table side sushi service at the Japanese restaurant could have been explained more clearly... sushi dinners did not require reservations. They could have used a bit more seafood... Pier 8 was shut down. Housekeeping staff and our pool side servers were the best. Good bang for the buck taking in the use of the other two ho [... read more]tels. Guadalupe was our pool side server and she was on the ball the whole time we were there... excellent service and a great attitude.

Too Many Kids!

Tripcentral had no idea to which section of Moon Palace we were going - Sunrise, Nizuc or Grand. We ended up in the Grand but spent most of our time in the other locations. Grand is a giant day care centre. Kids running wild everywhere. On top of that, all the facilities at Grand were taken up by the 1000+ participants attending an East Indian wedding. The buffet at Grand is crap. There was nothing there that any of us wanted to eat. However, all of the a la carte restaurants at Moon Palace are [... read more] excellent - except there is no dress code. There is nothing like sitting next to some bum who thinks dressing for dinner is an undershirt and no deoderant. Room service was right on time but we did not receive what we ordered. Like all Mexican resorts, the staff were outstanding - with the exception of those people working the lobby. The Guest Services people, when not eyeing passing guests like a predator waiting to pounce, often sent us to 4 (yes, 4) different desks before we found somebody willing too help us with a question or concern. And, there was constant pressure to listen to their sales pitch to join their "Club." If you're looking for relaxation, this Resort is not for you. The resort is well maintained and the rooms are very nice. No need to waste money on a better room. The bars are not fully-stocked. For example, no Grand Marnier. If your favourite drink is the Golden Margarita, like me, you will have to do without. The wrist bracelets now also serve as your room key. A very convenient innovation. And, there are no towel cards to worry about either. The less stress, the better. The pool attendants were very nice and could always produce a new chair or umbrella for us, if required. However, the pool water was hot. Not warm - hot. Not refreshing at all. I really can't see us returning to Moon Palace.