Moon Palace Cancun

KA Brooklyn

Like everyone else, am seeing all of the news and now these negative reviews here to spam Palace Resorts (probably many people who have never stayed here) We have been to Moon Palace multiple times, as well as Sun Palace and they are absolutely wonderful resorts with truly excellent staff who provide top notch service. Prefer the beach at Sun Palace, but Moon Palace also has gorgeous pools. Both resorts have had great AI food. We have found their Customer Service team to be pleasant to work with, especially the Try & Buy team, which was very generous offers for returning to Palace Resorts. And while not members, have done the presentation which was no different than any other of the sort. In addition, Palace Resorts hosts multiple large events annually for major artists such as Luke Bryan, Dave Matthews etc. To have these events, year after year for thousands and thousands of attendees without issue, would indicate that Palace Resorts maintains highly professional relationships with the artists. Lastly, I would say before posting a negative review if you have not stayed here, to consider the aforementioned amazing staff at Palace Resorts, who truly create a wonderful vacation experience. (ps, not in any way am I affiliated with Palace Resorts but felt compelled to share our true experiences there)

Stephanie Brown

Been sitting at the airport waiting for the shuttle for over an hour since my plane landed.....would consider some other form of transportation from the airport.....this resort shuttle is a joke. I will update this week as we stay at the resort. Finally got to the resort after 1 hour 15 min at the airport....shuttle drops us at the wrong lobby....wait in line 40 min to find that out....then back outside to wait for a shuttle to take us to the right lobby.....can the kids have a snack at the all inclusive resort I have already paid for while we wait?.....Nope can't have anything until you check in at the right lobby....good grief. Ok been at the resort since Monday after the transportation debacle and ready for some updates. Very difficult to get reservations for restaurants as the reservations open early a couple of days in advance and fill up quickly. They do try hard to get you on the breakfast tour to become a resort member....they say it will only take an hour and threaten you with having to pay your own taxes for everything if you do not agree. I was able to elude them but will keep you updated on what "paying the 16% tax" means. The kids did really enjoy the water park and it was included but only if you stay at the grand location....otherwise there is a usage fee. The water park was easy to access but you had to get there before 9am and put something on a few seats if you wanted a place to rest during the day.....many seats appeared to never be used but Noone seemed to ever move their stuff and staff said they were unable to help with any seating as seats were first come first served. The wait staff at the water park was very good as was the wait staff everywhere in the resort. The kids indoor play areas is one of the best I have ever seen in cancun with arcade games not requiring any additional money and an abundant amount of staff...making them feel safe and welcoming. We as a family have been to at least 10 other resorts in cancun and are members at the Xcarat Mexico resort. The food was above average for these all inclusive resorts but not the best I have had. The grand buffet does get very crowded with about a 30 min wait in the mornings but other breakfast buffets are open on site although they are smaller with a less varied selection. The family shows were among the best we have seen at an all inclusive resort in cancun....we saw the adult magician (there was a kid show we did not see), the luchadoras, and the Michael Jackson tribute. We also watched a bit of the fire show one evening which looked entertaining as well. Our room service and cleaning staff were the best I have ever had in cancun and they were tipped accordingly....met every need in a timely fashion with a smile and "My Pleasure." The beach was typical of cancun with cloudy muggy water and excessive seawèed...but that is typical of every location I have seen in cancun. There were plenty of activities during the day for the kids at the pool with bracelet making, bike riding, play doh, face panting, and balloon twisting being a few of our favorites. My daughter and I did get facials....I did not want one but you have to pay for one for yourself if the other person is a minor....essentially doubling the price. My dad traveled with us and had recently recovered from a stomach bug so he did get iv hydration at the spa which was nice and helped him have a more enjoyable trip. My dad also had a full body massage which he said he enjoyed. We did have to travel to the gol course spa for my daughter and I to get our facials but the transportation was fairly easy with the shuttles (golf carts). Checking out tomorrow will update again when I get home.

N O

It was our first AI experience, and we (two adults and two kids) all enjoyed it very much. It is nice that they keep your luggage (jackets have to be in the bag), and you can enjoy their amenities (pool/snack bar, etc.) if you get there before check-in. The food was excellent. Reservations are recommended for dinner. The snack/dessert bar, where you can also get sandwiches and crepes, was very convenient. They try to accommodate your allergies, but it was hard at the morning buffet. Just be careful. One might argue that the room is outdated, but we saw the workers deep cleaning a few rooms (even exchanging vents and stuff), so you can tell they try to keep it clean. The service was very nice. Everyone was super friendly. Bring enough cash with you (in small bills). You will die inside if you use the ATM. I ran out of cash to tip, so I took out 500 pesos. According to the conversion, it was $32.50, but they added a $60 fee. My fav part was painting ceramics by the pool. After you paint it, they dry it and glaze it for you to pick up the next day. This time, we stayed at Sunrise but we'd love to stay at Grand next time we visit.

Caleb Cox

The stay was great right up until they told me at check out that they hadn't received my original payment and needed to charge my card for the whole stay a second time. Even though I could show them proof that the payment had cleared on my card 4 days before the stay, they refused to allow me to leave until I payed a second time. They promised to refund the second charge once they could contact the billing department (which doesn't open until after 9). Will update once I have (or don't have) a resolution. UPDATE: they have told me they issued the refund for the second payment. I still don't plan to return given they were preventing me from leaving until I paid them several thousand dollars that I did not owe them. To their credit: even through the issue with double charging me, their staff was friendly at every interaction. My elementary age kids loved the pools, although it was disappointing to only have one slide if you didn't upgrade to the grand. They were surprisingly attentive to my child's food allergies. Some of that was genuine, like offering to make her a special dessert, but some of it was just CYA, like making me sign that I was okay with the cross contamination risk if she got food from the buffet.

jonathan kubesh

This was such an amazing vacation. It was our first all inclusive and definitely not our last at this resort. All the staff are friendly and happy to help you in any way they can. This resort has changed my mind in how I will vacation from now on. Wish I could give more than 5 stars probably like a 30. : )