Moon Palace Cancun

We love the staff! They are simply amazing. Special thank you to those who made our 1st time in Mexico memorable, to all of the playroom staff who took care of my daughter, always warm and welcoming esp to Karyme, Samantha, Mariana and Diana. It was so hard saying goodbye to these people. Russell from Vacation Planners for explaining to us how to use the hotel credits, for booking our cancun adventure. For Dennis, our bellboy, who is always smiling, so nice and polite. For Diego- front desk who welcomed us into the hotel. To all the waiters at Momo and Bugambilias, café bistro, always making our meals extra special through their service. Lucy (massage therapist) and the rest of the AWE spa for an exceptional relaxing experience. To our housekeepers, for keeping our room clean everyday, without even us asking. Worth the money! Meals are great, unbelievable room service, great shows. Everyone was soooo nice. The only downside is the "moon palace grand tour" They tell you they will give you a gift if you attend the tour "$400 spa hotel credits" but they were not totally honest about it. When we booked our spa, we were told only $100 can be used. Sometimes it can be disappointing when you are on a vacation and your mind set is to enjoy- but then someone tells you the news about a "tour" which i believe is a presentation. It breaks your mood. Just tell us directly. But that aside, I would still recommend this place especially if you have small kids.

We have just returned from a fantastic 14 night stay. The Moon palace resort is made up of 3 hotels, The Sunrise, the Nizuc and the Grand. We used all 3 and having stayed previously at the Grand I much preferred the Sunrise hotel out of the three. We had a garden room (3616) which had side sea views and was walkable to everything. It was a great location. You can dine around in the restaurants at the Sunrise or the Nizuc (but not the Grand.. I will come on to that hotel later). The restaurants are mostly buffet style but have a good selection of foods and choices for children. The Italian restaurant near to the lobby was our favourite along with the Brazillian over at the Nizuc - we ate here a few times and were never disappointed. We struggled to use our resort credits as the choice of activities are limited which is a shame, we thought we could at least use them for the water sports on the beach but these are not included which was disappointing. We used them for the spa and a trip to the Ventura water park (which is a very small water park and made a nice break from the hotel one day). The rooms were cleaned daily and turned down every evening. A little small for a family of 4 but we rarely spend much time in the rooms so it wasn't an issue. The mini bar and room service is all included but apart from a few cans of sprite we did not use either of these. The pool is fantastic, cleaned every morning and plenty of sun loungers to go round. Reserving beds is not an issue and despite the hotel having a policy of removing peoples things if they are left unattended for more than an hour this did not happen as we saw a family of 10 reserve 16 (yes 16) sunbeds for an entire day to come down at 3pm! The pool is huge but split into sections, so even the activity (or noisy pool as we called it) doesn't disturb you over by the swim up bar pool by Pier 8. Waitress service is available round the pool and those ladies work hard in the heat and are extremely friendly and pleasant at all times - special thanks to Roca! The beach unfortunately is the main thing that lets this hotel down and the only reason this doesn't get a 5 star rating from me. There are trucks and tractors up and down the beach constantly collecting up the pungent seaweed that smells like rotting pigs. the smell at times is unbearable and the beach is unusable. I did not see a single person use the beach sunloungers in the 2 weeks we were there. I know this is an environmental problem and it did not detract from our holiday at all, but it was just a shame the beach was not an option for the children to play on. Turtle release! This was a great experience at the start of the holiday but we saw that they changed this to install barriers later on restricting how many people could release them. I am sure there is a good reason why but seems odd when they have so many to release. The Grand! DO NOT pay the $ to get a day pass to this hotel. You will be bitterly disappointed. This used to be included in your resort credits but they have taken that away now and you either have to pay for a day pass OR go on a 2 and a half hour "Tour" to receive a pass. Firstly the "tour" is a 2 and a half hour sales pitch to get you to buy timeshare in palace resorts. The sales people are rude and extremely pushy to the point they made us all feel uncomfortable and we lost half a day of our holiday. The "water park" at the Grand is a few slides and the water park is STILL not finished! You will spend maybe an hour in here at most. The only thing we really used was the flow rider and the lazy river but there is a flow rider at the SUnrise and a slide at the nizuc so do not pay to go to the Grand if it is just to use the water park! We spent the day at the family pool in the Grand and it was still not finished, I could not believe it. The pool is very small, whirlpools are empty and there is nowhere to get snacks or ice creams nearby, nor do the poolside staff serve food! Utterly ridiculous. The day at the grand was the worst day of our holiday. I cannot understand how they sell this section as the premium part of the resort. The Sunrise is far superior in every way for families. Transfers to the airport take 15 minutes it is really close by. Sadly there is nothing easily accessible beyind the walls of the resort without getting taxis so it can be a little isolating if you like to walk out and explore other areas. Overall we loved the food, the staff, the pool and the weather! Will I return? Probably not. I would only go back if the beach was usable but everything else at the Sunrise Hotel was lovely.

Stayed here for a weeks RnR with family Hotel is quite impressive upon arrival We stayed in the Nizuc part, one of 3 on the absolutely huge complex Our deluxe sea view room had a whirlpool bath and was very nicely laid out Fully stocked mini bar with optics and 24 room service were included in our all inclusive rate Staff were generally very friendly and helpful and the amenities were good Buffet food was of a good standard with lots of variety but the same foods do appear on most days and there are other a la carte restaurants to choose from You can visit the sister resort The Sunrise and use their facilities as well or visit the Grand but you will need a pass for that as it is a more expensive facility On the negative side, the smell from the seaweed can get a bit bad at times and whilst they try to clean it up maybe they need to double their efforts but it is a natural phenomenon so it is out of their control We were offered a free pass to the Grand and and lunchtime there which just turned out to be a sales ruse for timeshares but we had read about this so didn’t go but the hotel rang us several times to ask if we wanted to go, one refusal should have been enough The Food in the Mexican restaurant was ok but I was expecting better given where we were and some pool areas could have been kept tidier The Queen beds were barely big enough to sleep 2 adults and as we have a teenage daughter she had one and we shared the other, other beds on our trip had been fine The staff here work very hard and I can’t praise them enough My only other gripe would be the staff in the Jewellery shop who were quite pushy and need to back off a bit I would recommend this hotel as a stop off for a week if you are touring the US as we did and it provided a relaxing end to our holiday