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“Our Trip in 2012”
Review of Moon Palace Cancun

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Moon Palace Cancun
Ranked #24 of 175 Hotels in Cancun
GreenLeadersPlatinum level
Warwick, Rhode Island
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“Our Trip in 2012”
Reviewed 30 April 2012

My husband and I love the Palace Resorts, we choose to stay at the Moon Palace everytime we go. The Wait Staff, the Food, the Hospitality, the Cleanliness, the Amenaties, etc... are AMAZING!!! This time we stayed at the Moon Palce GRAND section and we loved the pool by "LOS TACOS" our favorite waiter was LUIS and our favorite waitress was MERCEDES. They even had our chairs, towels and drinks ready for us every day :) Luis especially made us feel at home by the pool he took great care of us..... I HIGHLY recommend the Palace Resorts for your Cancun, Mexico vacation.

Room Tip: Rooms at the Grand section are larger and quieter especially if you are going in late March or early...
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  • Stayed April 2012, travelled as a couple
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Rachel C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Mexico City, Mexico
Level 3 Contributor
12 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 30 April 2012

It is an excellent place to be on vacations, one of the best places I have ever been to. A real all inclusive and great quality, even better than my previous experience at the Aventura Spa Palace some years ago.
Just to mention something, one of the greatest thing is their SERVICE, specially in NIzuc , and at the "Manglar" restaurant...We just didn't want to go any other place to eat because of the great people and service they delivered: Miss Raquel, Chefs Mr. Felipe & Mr. Adrian, Rafael and any other we had contact with. A special thank you to the PR people Norma and Alain, it was nice talking to you, we always got a good answer and of course the help we needed. Last but not least, thanks to Operations Mgr of Nizuc Isidro David which was always on top of everything and he also took the time to introduce himself if anything could come up...

Room Tip: Make sure you eat at the Manglar, great quality and excellent service. If you have kids, rooms on t...
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  • Stayed April 2012, travelled with family
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    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Rafael O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
United Kingdom
Level 4 Contributor
23 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 30 April 2012

Stayed 2 weeks (14-28 April 2012)-Nizuc Upgraded Concierge 7615 .The Service-Restaurants,Room,PR ,Transportation,Golf,etc. is excellent-the best we have encountered in
the Carribean in the last 10 years.The Staff is highly professional,and extremely helpful
They do look after the Guests.However,a black spot for us ,is the total Absence of Management
visibilite.They do exist ! in numbers,but appear to manage behind a screen.Having made a
complaint on the 15/4,we met Our first Manager:David Rubio-very courteous,and highly
professional,on the last minutes of our stay,i.e.28/4,while having a snack ,before leaving for the
airport-his appearance having been prompted,after speaking about my grievances to our
waiter(i speak reasonable spanish).The problem we have been having-we could not,
despite our being in a Concierge room,offering apparently allfacilities of communications,book
our Restaurant-Trattoria or Bambu,whenever we wanted,on the which suited us ,without
having to go to the Sunrise Lobby ,on the day of the required booking,between 2-5 p.m.with
little chance of succeeding,if one was a bit after 2 p.m.!If we tried to make the booking ,using
the phone from our room ,as I tried to do on numerous occassions-it was impossible to get
through!!-Overall the Resort offers most facilities,most people ,might be looking for! It depends
greatly on the the where your accomodation is situated!!at present there are 3 sites-sort of 3
hotels into One!l logistically,an enormous organisation-very smoothly ran.For us-our ages
between 65-71, the best is NIZUC,if you get a concierge room,overlooking the sea-ours was.
Sunrise ,is extremely noisy,unless you like being entertained,with loud music,pool games,etc.ideal for family with children,or teenagers.
The golf is worth a visit-expensive ,but worth it if you want to try a refresher lesson with one
of the Pros.they are excellent.
The two so-called Top restaurants are somehow overated,especially if you know,one has to go through all the upheaval to make a reservation to dine there!!-food wise,but the service is,again excellent,and it is an occasion to change scenery-
Transportation is a necessity between facilities,but it is efficient and well organised,in our
opinion.
Excursions-better to wait to book them from one of the lobbies(Sunrise or Nizuc),once you have arrived there.They do not like it much ,if you want assistance ,having booked these in
advance-which we had done ,as part of our British Airways Holiday.
Fortunately ,We had a fabulous asistance,from a deligthful PR person,Senora Sandra Ruiz.
She 'pacified' me,and sorted my problems.
I know too well ,criticisms are only worth,if they genuine and fair-we believe ours are-I spent
my working life as a Commercial Director selling overseas.!
The last comment we would make about this Resort is that the Management spends most time
looking for guest(s) who might be tempted to buy a type of 'Time share"-those you see wearing
a black band-these have all the advantages,including,priority reservations in the restaurants of their choice,etc.etc.-tough,on the Guest who paid for a concierge room or the ordinary guest .
they do not get much assistance.!!
This is a huge resort ,with fantastic facilities,but for the future,not for us-we are between
65-71 of age-we like to feel we are being treated by Management as VIP.The Moon Palace
Resort,we feel does not cater for our needs,to-date.Thank you to the Wonderful Staff,
who put themselves out for their guest-Muchissima gracias a Todos para todo.

Francis y Rosie 30/04/2012

Room Tip: A Service,second to none,we doubt you'll find elsewhere.
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  • Stayed April 2012, travelled as a couple
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Helpful?
4 Thank croizet-eymard
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
edinburgh
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 30 April 2012

This hotel is heaven on earth.We have travelled to many countries and have had good service but the service at this hotel exceeded all our expectations.The staff cant do enough for you . I have just read a negative review and wonder if this person is on the same planet .Excellent staff beautiful bedroom , we were in the Moon Grand section which was mainly adults with quiet pool area. The never ending job of trying to clear the seaweed , some days worse than others depending on which way the winds were blowing did spoil the beach but this is clearly out of their control, but was still spotlessly clean as was everywhere in the hotel.The hotel put on a shuttle bus at no cost to take you a few miles away to another palace hotel which was on the most beautiful beach and with fully inc for our use. The 2500 dollars resort spend the hotel give you was a great bonus .We had the most amazing massage package , i had a de luxe pedicure my hair cut styled and blow dried and acrylic nails at no cost to myself. Every member of staff were so friendly and helpful never had service like it. Cant wait to go back.

Room Tip: moon grand section for adults is nice and peaceful, and only walking distance to the rest of the hot...
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  • Stayed April 2012, travelled as a couple
    • Value
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    • Cleanliness
    • Service
Helpful?
3 Thank Gwen w
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michigan
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 29 April 2012

Traveled to this resort for a conference, been to a lot of all inclusive's before, this place is much like the others, the staff are a bit pushy and not very helpful, the restaurants are just fair, and I , would rate them below average for quality and service. Usually there are a few restaurants at these types of places that are ok, every restaurant is the same at Moon Palace. The resort is huge, be expected to walk a lot, from your room, to the lobby, to the pool. There are 3 resorts there Sunrise, Nuzic and Moon Grand, Sunrise being the largest and probably the best.The staff expect to get tipped here and tipping gets you nothing unlike other all inclusive's. Overall, it's an OK place, don't expect to be wowed just set your expectations low and you won't be disappointed.

The resort is near the airport, your shuttle ride will take less than 5 minutes, expect to wait a long time in customs to clear it is ran horribly. At the resort expect to hear planes day and night. Downtown Cancun is about 45 minutes away, there is a free shuttle but you have to get a spot it.

There is no club at this resort they tor it down to build a new one expected completion 2014. They play music in the lobby bar but not the ideal environment.

If you are just looking to get away at a no frills type of place and don't plan on doing anything but sit at the pool, then you won't be disappointed.

Room Tip: Luna is a good place to stay, again expect to walk a lot this place is huge, depending on the time o...
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  • Stayed April 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank amymike
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Fort Worth, Texas
Level 6 Contributor
182 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 69 helpful votes
Reviewed 29 April 2012

As a Palace Resorts regular, the Moon Palace is one of my favorite places. Just a few minutes from the Cancun airport, it could be in another world. To me it is akin to a cruise on dry land. You have everything you need for a fun, relaxing vacation without ever leaving the property.

The resort has nightly entertainment, more than a dozen places to grab a bite or have a nice sit-down dinner. There are at least 5 pools ranging in size from huge to "you could water ski in this thing," not to mention several kilometres of Caribbean shoreline. The only problem with the Moon, or any of the other Palace Resorts in which I've stayed is going home. You've just spent a week or so meeting new people, sharing new experiences and now you head for the real world, counting the days until you can return.

Other than get there as soon as you can, the only advice I would offer is consider the season when you make your plans. If you like to be around a lot of people having a great time, the late spring may not be your cup of tea. We were there April 21 through April 28 and it was the fewest number of guests we'd ever seen. The staff with whom I spoke admitted this is the slowest time of the year in some ways.

For us it was great, but if you are looking to party, the summer, spring break and even the Christmas season would be a better choice. Either way, PARTY TIME or "let me lay here and read while you bring me fancy drinks time," you can find it at the Moon Palace.

  • Stayed April 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank JacksonSE
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New Jersey
Level 6 Contributor
126 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
Reviewed 29 April 2012

First, the resort is beautiful. The rooms are setup very nicely, and the large jacuzzi - what a plus. Spa is the best. The only reason I didn't rate it one star higher, is that the food quality is pretty sketch and the mattresses on the beds are hard as rock. You need to be selective. I had a wonderful dinner of grilled seafood one night - and the next night the seafood was one day past prime. Steak dinner another night was tough and unedible - but my dining companion had a flank steak and he loved it. Breakfast is buffet and lots of different food to try. The pools are fantastic. The beach unfortunately is seaweed invested - they do try to clean it - but they can't keep up. Party every night - outside movies. They do a lot here to keep us occupied and having fun.

Room Tip: Ask for what you want - they are very accomodating.
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  • Stayed April 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank DetectiveofTravel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Moon Palace Cancun

Property: Moon Palace Cancun
Address: Carretera Cancun-Chetumal Km. 36.5, Cancun 77500, Mexico (Formerly The Grand at Moon Palace)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Romantic Hotel in Cancun
#9 Business Hotel in Cancun
#13 Family Hotel in Cancun
#20 Spa Hotel in Cancun
#22 Top resorts Hotel in Cancun
#23 Luxury Hotel in Cancun
#24 On the Beach Hotel in Cancun
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Moon Palace Cancun 4.5*
Number of rooms: 2433
Official Description (provided by the hotel):
Located on Cancun's tranquil south shore, this resort offers more than 2,000 accommodations, each with double whirlpool tubs, 24-hour room service and balconies. The state-of-the-art Awe Spa and Jack Nicklaus Signature Golf Course, located by the Golf Club House, offer a perfect getaway for guest. This all-inclusive resort has something for everyone, including a kid's club, nightclub, 14 restaurants, bars and water sports. ... more   less 
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Also Known As:
Moon Palace Hotel
Moon Palace Cancun Mexico
Cancun Moon Palace Resort
Moon Palace Golf & Spa Resort
Moon Palace Mexico

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