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What to expect
2070 past Apple Vacationers would recommend Moon Palace Cancun to their friends and family
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TripAdvisor Web Reviews
What to expect
Apple Vacations Traveller Reviews
Moon Palace Riviera Cancun
Overall this is a great hotel for the value. Clean, well maintained, friendly staff, food was great. The only negative I would say was the service. I'd give it a 6 out of 10. The sense of urgency at the pool was almost non existent. We'd order a drink and for the time it took for the server to bring it, we had already gone to the swim up bar 4 times. No joke. Room service took 2 hours and didn't even bring what we had ordered. Service in the restaurants was much better than the pool but went with empty water glasses most of the time. I know at an all inclusive tips are normally included in the fee but we ALWAYS tip extra. Even with extra tipping, the service was still subpar at the pool. It was almost like we were bothering them when we asked for drink or food. Maybe most people don't tip and the servers know they are going to get paid anyway? I don't know but this was the first time in Mexico that we had experienced a lake of customer service. I would however go back though know what to expect. The property is very nice and the Nizuc section I would highly recommend.
Terrible beaches, loud AC BUT terrific staff and amazing spa
The beaches at our resort were absolutely disgusting, quite a disappointment, luckily the pools at Moon Palace were nice. Also, the AC in our room was so loud. I enjoyed the staff, they were all very nice and helpful. The spa a the Grand (Moon Palace) was top notch.
Moon Palace Bailey Wedding
Somehow I was booked to the wrong hotel
The beach was extremely disappointing and would not select this resort for that reason
GREAT POOL ACTIVITIES
WE ENJOYED OUR STAY . POOL STAFF WAS AMAZING!FRANCESICO (PANCHO),PATTY,MIRIAM,MONSERRAT,VICTORIA,ALDO,NICO,ALFREDO,MAGNO,AND OCTAVIO!! Great job..deserves a raise.
This was a honeymoon trip for me and my husband and we had an amazing time! The staff was great and the rooms were very clean. They had entertainment every night. We will definitely visit this place again!
Great but the amenities are a joke!
The hotel and staff was wonderful but do not be fooled or suckered into the amenities/"cash credit" at the resort. It basically adds up to the amount/total you would pay for any amenities that you might receive anywhere in the states. They raise the price to make it look like a deal but it is not! DO NOT BE A SUCKER!
What was expected!
Our experience pretty well matched our expectations. We were taking our 9 and 11 year olds so trying to decide between a large resort or smaller. We went large for more options for them. While this was probably a good choice when it came to that, it was so big that getting around it was time consuming and we ended up just saying forget going to some of the activities. The evening shows we went to were entertaining and enjoyable. We played mini golf daily and they loved the Flowrider. The food was just mediocre but that was again, what we expected for all the resorts. The two fine dining restaurants were booked the whole time we were there. The beach at Moon Palace was not nice, but since you can go to the other Palace resorts, Beach Palace was beautiful. A A few consistent problems were that the bars were way understaffed for the amount of people at the resorts. This was the case at Moon & Beach Palace. It was difficult to get service. Service at the restaurants was great! Another was that it was difficult to get our fridge restocked in our room with drinks as well. Also, while 24 hour room service is included, often times it was 2 hours plus wait time to get your order and besides the restaurants & buffets there were no quick service stations to grab something that wasn't sweet. If you are taking kids, stay at the Sunrise building. Overall though, we and our children had a good experience and enjoyed our vacation!
Golf cart- the way to go!
We stayed in the golf course villas and really enjoyed our stay. We didn't have an ocean view, but having our own golf cart opened so many opportunities for us that it was worth the trade off. Because we had our own transportation, we ate at many different restaurants with ease and went to a number of different pool areas on our trip. We are not golfers, but loved the golf course setting.
drinks were watered down. had to bring my own spirits. Jacuzzi was broke in room. No wash clothes the last 3 days. They ran out. Was refused towels for an excursion that they sponsored and it required towels. Could not eat at the restaurants that we wanted as they were booked by members. Asked to be placed in sunrise but they put us in Nizuc. Had to go out to the pool at 7 AM to get a spot near the pool. Beach was full of seaweed. The membership sales pitch was rediculous. 5 Sales people. they told us about 90 minutes. We were there 3 hours and 20 minutes. I felt like I was held hostage. Dont do it unless you want to buy into there membership which is not worth it in my opinion.
Moon palace Nizuc
This place was recommended by friends. We were disappointed upon arrival. We specifically booked for the sunrise section of the resort only to be put in the Nizuc section. Next the sales presentation that we were promised gifts that were changed. They told us 90 minutes but the actual sales pitch was 3 hours 20 minutes and 5 different sales people. Messed up our day and stressed us out. The pool was so crowded we had to go out at 7 am to reserve a chair. It was difficult to get towels. We didn't have wash clothes for the last 3 days. Complaining at the front desk did not resolve the problem. The drinks from the were watered down. I went to the bar and asked for an additional shot in a small glass. It was nearly all water. We had to bring our own alcohol for the drinks. And we are not big drinkers. Also talked to other guests with the same issue. The room was in need of repairs as the in room jacuzzi was broke. Having said all by that, we did enjoy our stay but we felt we overpaid for that level of services and accommodations that we received.
TripAdvisor Traveller Reviews
Love the Moon Palace!
Awesome vacation! Love the facilities, rooms, restaurants, pools, gym, and spa. Favorite place to eat was Carribean . Thanks to Arelli for always greeting us with your warm smile and attentive service. Everyone at that restaurant gave us amazing service so we always went back there for breakfast and lunch! Great job to all the staff there.. even the guy who made our daily eggs, and the man at lunch who happily cooked us a burger! Thankyou. Please tip these hard working people. Food is amazing everywhere. Pools were great everywhere and the waterslides were closed but we didn't care. Lots to do and my kids were mostly happy just swimming in the pool. Maid service was excellent. Really.. nothing to complain about. We even made the most out of the cloudy cool weather.
Not a 5 Star
I would definitely rate this resort as no more than a descent 3 star.
Always start with the good!
- Beds and pillows are super comfortable
- Rooms are spacious enough. There was ourselves and our daughter in the room and we were fine.
- Wifi is really good throughout the resort
- Grounds are beautiful and quite well maintained. The resort consists of 3 hotels but they have shuttles between each one.
- Beach is great, nice white sand and lots of chairs with great bar service
- 24 hour deli at all 3 sections of the resort is great once all of the restaurants are closed
- A la carts do not require much of a dress code which was nice so you men out there don't have to pack your dress shoes or dress pants. Lol.
- First come, first serve at the restaurants, no need to figure out your week of eating and booking the restaurants as soon as you get there.
- Bell staff is amazing and super helpful - hats off to them for sure!
Not so great.....
- The resort is very secluded from everything so if you want to venture out, you have no choice but to to take a taxi or rent a car to go into Cancun. The cost is 400 pesos per 1-4 people one way, 800 pesos for 5-8 people and then an extra 50 pesos per person after that. There is no negotiating with this - the prices are set. The larger the group going into town, the more cost effective it is. If you are a party of 2 or 4 people, a round trip by taxi into Cancun would be about $80.00US.
- Don't get super excited about the resort credits that they offer as using them is really quite hard and expensive. The excursions they offer on resort credits wind up
costing you the same price after you pay their 16% tax as you would have booked it on your own. They also only offer the not so great excursions with these credits and then try to up sell you on the "better" ones.
If you plan on using the credits for the spa or massage please know that all of the popular massages (deep tissue, relaxing, etc) are not able to be used with your full credit, only 1/2 of the price can be applied.
You can also use your credits to purchase products at the gift store, but everything is marked up at least 400% so you wind up paying full price in the end (example - 100 credits for a scent defuser winds up costing $16.00 US in taxes - this can be bought at Pier 1 back home
for the same price.
- Shops are super expensive at the resort.....for instance $9.00 for a bag of chips, $25.00 for a souvenir coffee mug! Go to Market 28 or Isla Mujeres for any souvenirs!
- The food in the buffets at the Sunrise section is kind of mediocre, Nizuc section a bit better.
- If you book at the Sunrise or the Nizuc section, you are not allowed to enter the Grand section (which is the one that has the lazy river and water slides) so if you plan on going with children, you may want to consider booking into the Grand section of the resort so you have access to all amenities and restaurants. Alternatively, they will let you use $200 resort credits to go onto the Grand section for a day but don't forget, they will charge you the 16% tax so you will still pay $32.00 US to go there. They will offer you a 1 1/2 hour time share tour when you check in and throw in a day at the Grand for your time but that didn't interest us.
- Food in the restaurants was nicely spiced (except for the Brazilian) but was cold most times.
- Mexican at the Nizuc was horrible, got sick at the Japanese (Momo).
Highly recommend going to Isla Mujeres on your own instead of using your credits. We were there for a wedding party - some booked through the resort on credits and some of us took a taxi to the pier that you walk on (by the hotel zone) and went on our own.
The group that went through the resort only had an hour to rent golf carts and tour around while those of us who did it on our own, had a full day of driving around the island, went for lunch, saw all of the sites and shopped.
We will not be returning back to this resort - lower your expectations if you do plan to book through this hotel and plan to spend a lot of extra money if you like to adventure off resort.
HUGE beautiful resort with exceptional staff
The only reason it doesn't get a 5 out of 5 is because of the beach, and the amounts of seaweed that washed up on the beach. We actually took a $25.00 taxi ride (one-way) to Beach Palace so we could have some quality beach time during our vacation. The restaurants and the staff are top notch. The Brazilian Steak House and Momo's are a must visit. We did concierge level and that was nice; however, not sure if it was worth the extra money. This was our first time in Cancun and we are headed back, this time to RIU Palace Las Americas. We are looking for a smaller resort with a nice beach without giving up to many of the amenities. ZERO complaints other than the beach, well maybe the walking because the place is HUGE! Good news is that you can go to Beach Palace and Sun Palace if you want a good beach. Just be ready to pay for the taxi!
On one hand this resort was fabulous, staff were fantastic, attentive, naturally friendly, facilities for all ranges were top notch, with the three hotels aimed at slightly different audiences, my 16yr old had the best holiday ever,proper facilities aimed at his age, we hardly ever seen him but never felt the need to worry, really can't fault, UNTIL you want to make a small complaint, went to the guest services to ask to speak to management, i was told they didn't speak to guests directly, but someone would come back to me with an answer, two days later, same conversation, still waiting, we also took a tour of the Grand and were looking to become elite members, however trying to get in touch with them since returning is impossible, 3 wasted hours on the phone, and countless emails, still nothing, 3 stars is based on best holiday/resort ever, however worst communication ever when things go wrong or when you're out of sight. Also one negative, in order to have a sun bed by the pool(any bed) you need to set the alarm and get up to do the towel thing, at such an upmarket resort this is so old fashioned, so many beds are empty all day but they have a towel on them????
Clean, beautiful, and huge
This is a huge hotel with nice, big rooms. The stuff was kind, polite, very helpful and funny! Great room service. Great swimming pool service. The rooms were always clean, bathrooms were clean, the lobby was super clean smelled good always. Food was amazing not a single complaint, as well as lots of different food to choose from.
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