Ratings based on 2,629 Verified Reviews

They paid and stayed. We double-checked.
4.3 out of 5
88% of guests recommend
4.5 Room cleanliness
4.5 Service & staff
4.4 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
3out of 5
by A verified traveller from California

The pictures were beautiful but....

Posted 21-Aug-2016
This was our first all-inclusive vacation and overall there was very little information about the resort (no elevator in the bldg.) when we booked, requiring us to change rooms due to mobility issues, we were not informed of nightly concerts/music events located in the amphitheater just outside our door, and the food at the many restaurants was sub par-fair. In addition, the pool surface was incredibly slippery causing a serious injury to a little girl's toe and at least one adult man to fall on the steps. We were also promised a golf cart your of the entire facility and were gauffed at by staff who try to sell us on a buy in. Aside from this, the everyday staff (restaurant, bar/cocktail, room attendants) were great and worked hard to attend to our every need, however, I don't think we'll be back.
2out of 5
by A verified traveller from denver

trying to sell you timeshares

Posted 21-Aug-2016
This is actually a nice hotel and I have been a bit lenient at the end since we had a nice holiday by the end. What I can't forgive is that they wasted my first two days of my holiday lying to me to get me for a "tour" of the massive resort when actually they were trying to sell us what they say it's not a timeshare but it is. We said no so many times and then they kept us sending us managers to convince us and I e us a "better deal" we have two small children, and they would not let us go to the point one who is toilet training had a terrible accident and we had to clean up while the guy was laughing. Then they give you credit resorts for activities and lie to you about the tours which are also vehicles for people to hard sell you things. They almost ruined our vacation and caused so much stress at the beginning that I almost checked out. By the end it was good we discovered private and more secluded places in the resort and some of the staff where really good. If they had tried to convince me at the end of our holiday after being pampered to get a membership I would have gone for it. They have got this so wrong, their "guest services" must be on comms and are totally out of control. If you want a relaxing vacation don't go there or go but ignore everyone on your path.
4out of 5
by A verified traveller from NJ

Nice hotel with all inclusive. Great staft & food.

Posted 21-Aug-2016
Very good hotel. Amazing and helpful room service. Comfortable beds, jacuzzi, and a amazing balcony. And a good source of light. Kids enjoyed the big pool and lots of different food. All staff members in the entire facility were great. Good place to relax and away from stress.
5out of 5
by A verified traveller from Bristol

Excellent hotel with lovely pools

Posted 20-Aug-2016
We've just returned from 2 weeks at the Moon Palace and had a great time. Food was excellent, as was the service. Loved the specially set up Olympics Lounge. Pools great. Busy time of the year, but didn't have to wait long for restaurants. Lots of golf carts to take you round the huge resort. Beach and sea nicer at Beach Palace.
3out of 5
by A verified traveller

Nice hotel

Posted 18-Aug-2016
overcrowded hence late in addressing people's immediate concerns.
5out of 5
by A verified traveller from Ciudad de México

Excelente servicio!!

Posted 16-Aug-2016
Pros: La atención de su personal es lo que más resalta, pero también son muy recomendables sus albercas (la de niños es muy divertida) y el Playroom
Cons: La velocidad de check-in. Tenía 2 reservaciones para 2 habitaciones y cuando llegué una aparecía cancelada en sistema y la otra no aparecía.
Location: Muy cercano al aeropuerto (poco menos de 20 minutos). No es la mejor playa de los alrededores, pero queda cerca de Puerto Morelos que tiene una mejor
Si hay algo que distingue a este hotel es la actitud de servicio de su personal. En todo momento están dispuestos a ayudarte y a satisfacer tus necesidades. En algún momento mis hijos solicitaron una malteada en un restaurant que no tenía y el capitán nos las trajo de una cafetería que estaba afuera. Solicité un refill de cápsulas de café y me dieron más que suficientes. Mi única sugerencia es que mejoren la velocidad de check-in y sus procesos porque se tardaron demasiado tiempo (casi 1 hora) en encontrarla.
Comment from Hotel Management
19-Aug-2016 by Moon Palace Golf & Spa Resort, Hotel Management
Agradecemos el haber compartido su experiencia con todos nosotros al igual que sus comentarios sobre las áreas que debemos mejorar. Sin duda siempre llegar más allá de sus expectativas será siempre nuestro compromiso, esperamos muy pronto nos visite. Será un placer! José Luis González Moon Palace Golf & Spa Resort
4out of 5
by A verified traveller from North Carolina

Very fun and relaxing stay - top notch!

Posted 16-Aug-2016
Pros: The pools were beautiful (go to Grand for the infinity pools). The spa - so relaxing! Great place to use resort credits.
Cons: The beach - the seaweed - was very disappointing. This would be the only reason we would not return to this resort.
Location: We chose Isla Mujeres and the Dolphin Discovery with our resort credits. So much fun for us and the kids - and the photo book is definitely worth it!
We just returned from our visit last week to Moon Palace Cancun where we stayed on the Sunrise side. We traveled as a family with our 12 yo son and 10 yo daughter. You can see my likes and dislikes below, however, it's worth noting that the resort is large and spread out, but I wouldn't change that at all. Once we returned to our room we were able to relax and be away from the hustle and bustle of the pool areas and lobby. We enjoyed all three portions of the resort and swam in all of the pools. Sunrise is the busiest of the 3, but we never really had trouble finding a pool chair (I had heard it was sometimes an issue). We did not venture out as much with the restaurants and mostly ate at Sunrise or with room service. We had plenty of food and all of it was delicious. The resort credits are a nice perk and we opted in to the vacation club presentation (but did not join) to earn more credits. Our credits were used for Isle Mujeres, the Dolphin Discovery, the Chef's Dinner, the spa and Dream Art photos. We did not go wrong with any choices. Our goal on this vacation was to relax and we were definitely able to do that! Overall I can say this vacation was well worth it. This was our first stay at an all-inclusive and I can say it won't be our last. Except for the issues with the seaweed on the beach I would definitely visit this resort again. My family agrees that we'd give 9 out of 10 stars with that being our only real negative.
Comment from Hotel Management
19-Aug-2016 by Moon Palace Golf & Spa Resort, Hotel Management
Thank you for taking your valuable time to share with us your complete feedback. We always value your comments and positive mentions. Your feedback has been shared with our key position and we sincerely hope you give us the opportunity to host you soon in one of our sister resorts. With kins regards, Jose Luis Gonzalez Moon Palace Golf & Spa Resort
5out of 5
by A verified traveller

Posted 15-Aug-2016
Beautiful resort!!! My family had a great time. Would definitely return again :)
Comment from Hotel Management
15-Aug-2016 by Moon Palace Golf & Spa Resort, Hotel Management
Thank you for choosing Moon Palace Golf & Spa Resort as your final destination in Cancun, we are delighte to know you had a wonderful family time, and sincerely hope to look forward your visit soon! With kind regards, Jose Luis Gonzalez Manager Moon Palace Golf & Spa Resort
4out of 5
by A verified traveller

Posted 14-Aug-2016
This is an excellent family vacation spot that will leave you wanting to come back for more. The staff is very accommodating and willing to assist you with any request.
Comment from Hotel Management
15-Aug-2016 by Moon Palace Golf & Spa Resort, Hotel Management
On behalf of all our staff members we would like to thank you for honored us with your visit. It will be a pleasure to look forward your visit soon. With kind regards, Jose Luis Gonzalez Manager Moon Palace Golf & Spa Resort
5out of 5
by A verified traveller from Chicago

All the amenities you could want and need.

Posted 14-Aug-2016
We used our access to the other Palace resorts and visited Beach Palace for a day to take advantage of the clean beach
Comment from Hotel Management
15-Aug-2016 by Moon Palace Golf & Spa Resort, Hotel Management
We are happy to know you took advantage to visit our sister resorts and keep the good thoughts about our higuest level of service. Thank you for your kind appreciation. It will be a pleasire to look forward your visit soon! Cordially, Jose Luis Gonzalez Manager Moon Palace Golf & Spa Resort