Moon Palace Cancun

Francé Rivera

We stayed at Moon Palace in the Sunrise building for our honeymoon for 5 days, and overall, we left disappointed. While there were a few things we enjoyed, the negatives unfortunately outweighed the positives. The good: the entertainment by the pool was lively and enjoyable, the drinks were solid, and the lobby area was beautiful with a pleasant aroma throughout. Those small touches made the first impression feel promising. However, once we settled in, the issues quickly became clear. The food was consistently a letdown – untraditional, served cold, and simply not what we expected from a resort of this caliber. Room service was another frustration; every time we ordered, the wait was excessively long, whether it was food or just basic requests. We were also given “resort credits” that sounded like a perk, but in reality, they were nearly impossible to use since they only applied to very specific things. The pools, which should have been a highlight, were dirty and poorly maintained. Cups, straws, and trash would sink to the bottom because people would throw them in after finishing drinks, and it didn’t seem like staff stayed on top of cleaning it. That really hurt the experience of relaxing by the pool. What made it worse is that this was our honeymoon, something we made sure to mention at check-in. We were hoping for at least a small acknowledgment or gesture, but there was nothing—not even a note in the room. For a resort that markets itself as luxury, that lack of attention to detail felt especially disappointing. Overall, while Moon Palace Sunrise had a few enjoyable aspects, the service, food quality, and overall cleanliness left us feeling like this was far from a special honeymoon experience. It was okay for a first-time visit, but we would not come back and certainly wouldn’t recommend it to others.

David A

We had the family suite and stayed for 2 nights. Tub had some construction debris and wall art removed and thrown in tub. How do you give a room like that? The room had unpleasant smell. Lobby had roaches. One balcony was missing a hammock, the chairs were dirty, staff constantly tries to upsell stuff during check in and check out. Pools are good. Food was great. Restaurant service was amazing. Resort looks a bit dated and over hyped for the price. We will probably go to some other resort next time. I spent a thousand bucks per night for a family of 4 and it’s not worth it. I am sure there are more premium resorts for that kind of money

Tan Love

Our family absolutely adores Moon Palace, especially our kiddos. This is our 3rd visit. Since they made the honor roll, we asked where they wanted to go, and without a doubt, they said moon palace Mexico. We love the service, and kids love the game rooms and kids club. The food was good and we enjoyed eating at both resorts. Please note: You'll be asked to do a 90 min presentation upon arrival after check-in. You can say NO, but if you do decide to go, please note that they will do EVERYTHING in their power to get you to buy even when they say there is no obligation to buy. They will drop the prices to get you to commit. Even when we were walking out to get the shuttle, the rep was still asking us to make a deal after we spoke with 3 people upstairs... a bit ANNOYING, but know that you can say NO and stand firm on that unless you wanna buy. We went to the grand and were not impressed at all. The kids like the pool and play room, but we all prefer the food at Nicuz and Sunrise, we felt it was way better, especially the buffet. Pizza is better at The Grand, though. Overall, we will definitely return to Moon Palace but only to Nicuz or Sunrise.

Shail Shah

We had a wonderful stay at Moon Palace Cancún overall! The people and staff are incredibly friendly, and the pools are fantastic—perfect for relaxing and enjoying the beautiful surroundings. However, we did have an unfortunate incident where money was taken from our room. While the staff conducted a security check, they were not very kind and made us feel like it was our fault. We wish they had handled the situation with more empathy, especially since we were just reporting the issue. A tip for future guests: always lock up your valuables in the safe! Despite this, the resort is great, and the people made our trip memorable. Just wish the staff had been more supportive during that incident.

Sharan H.

My family & I have been here twice & been VIP members for about 3+ years. & honestly I am going to be cancelling it & do not recommend anyone to get any membership with them. If you calculate the amount spent annually on the membership plus down payment. You will see it’s not much of a discount. You basically pre paid for your next trip. & exactly how many times a year is an average person going on trips like this. basically what I have learned is that if you are not Diamond or Residence you really do not matter to them. You will get basic treatment however they will hype up their sales pitch for the next tier to lure you in. Don’t fall for it. It’s all just dialogues and false promises. We came here to Grand Moon a 2nd time because of the large group 40th party. We were given a room change 2 days into our stay because our party all was in building 93 and we were different. & those that know building 93 has the Grill restaurant next to it. So if you think your swim up is going to be relaxing think again. You are next to this generator sound that sounds like a train ALL DAY LONG. From 7am until 1am. So there is no laying back and looking at the sky peacefully. Not in that building. We booked in April for a trip in August. It was mentioned when booking that these are all our party membership #s. We arrive same-time. Please try to accommodate us in the same building close to each other. Which they did not & lectured me about “upon availability”. Meanwhile another member was offered the suite in the same building as the rest of our crew 2 hrs after I had requested. The response I received was “it may have not shown in the computer for front staff to see” — hmm ok. So they do not know who’s going to leave so they can block that room & cater to a request even if it’s a late room availability? I guess the answer is no. We were told our rooms are ready, my family is split up & I request a key card for the room in the meantime for them to change & then we can bring them to lobby for key update. They refused even tho Lobby check in staff said yes you can do a key card in meantime. But like I said left hand doesn’t talk to the right. Anyways we went to get key update & were told the room is not ready and gave a different # for the room and stated the other one has an electrical issue. So you mean to say, you called me several times & emailed me to tell me the room is ready & when I got to the lobby now ur telling me it’s not & it has an issue. For those that have been to Grand know that the lobby isn’t just downstairs or next door. You need a golf cart depending where you stay. & golf carts r not waiting there for you unless if ur diamond or residence. If you are VIP or anything else you have to wait for the next one to come. I complained about Roaches in the balcony, refer to the image caption for details. after they sprayed the balcony area magically no ants are seen. 🤔but I thought we are in a jungle and can not control this? How did a spray just decrease insects in living area? I wasn’t complaining about roaches in the streets. It was in the balcony, where we are suppose to sit,next to my balcony door. Bottom line: I gave Moon palace several chances to fix their mistakes and avoid further frustration but as I had told Rebecca in member services. “You people do not care about my membership because I am not your Diamond or Residence member. Therefore my complaints are baseless & I sound like an annoying person complaining. So I will take my business elsewhere that I am Appreciated” Plenty of other family friendly resorts Moon palaces are not the only one in this area or even on the hotel strip.