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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
Lots to do and tons of fun for the family but a few things could be better.
We had a great time at the resort with our family of 4. The rooms are nice, the staff was great and the resort was clean and had lots of activities to do. The fire juggling and glow in the dark face painting evening shows were amazing. We danced and partied with our kids a lot and had an amazing time. A few things could have been better.
1. It was spring break time and the resort was at capacity with families, they needed more staff. Bar service was a little slow and wait times for some restaurants were over an hour.
2. Because of the crowd I had to get up at 5am to put shirts on pool chairs to reserve them, one time the shirts were taken and not recovered.
3. In our reservation we asked for 2 beds in the room. We arrived and got a room with 1 king. I love my kids but don't want to sleep with them. We asked the front desk for a room with 2 beds and they said it wasn't possible until 4 days later so we asked for 2 roll away beds. They said they could give us 1. We got to the room and got 1 extra bed. I then took it upon myself to track down a second rollaway bed. After a tip and a phone call to the manager we got a 2nd rollaway which in the end worked out great for our family. We got a king and the kids got separate beds and still had plenty of space in the room but it was a headache to get it accomplished.
4. I expect a little price hike at the resort store but they wanted $19 for a water ball for the kids to throw in the pool. $5 on amazon. I would be happy to pay $10-12 but almost $20 for a ball is overboard.
5. The FlowRider, the machine is amazing but the line is long and can take 45 min to get a turn. It opens at 9am. We talked to guest services and arranged to have a "personal lesson" on the FlowRider at 8am the next day so we could get an hour with our family. We were happy to pay for it also. We were told someone would be there at 8. We got there and no one showed up and my kids were crushed. We were then told it was not possible. The following day we got there early to be first in line and were surprised to see another family actually getting a "personal lesson". I asked about it with the manager and got the run around. They need to make a consistent policy and stick to it including a way for families to reserve/rent the machine for 30/60 min at a time before or after normal hours.
Other than the few headaches above we had a wonderful time and are planning to return in 2019 with other families and friends!
The Italian restaurant service was not good....the waiter was unprofessional and actually got into a staring contest with one our friends. The food was brought out in shifts, with about 15 minutes between people and on top of that, they forgot one of the orders. We ended up leaving with out one of the kids eating. The swimming pool was very cold....with the attention to detail that this resort had, surprised they skimped on heating the pool? The beach was a disappointment....the first 10 feet of water looked like the Mississippi.
Moon Palace - Nizuc
Check in was very smooth we were provided with drinks and snacks as well.. we upgraded to Ocean View... worth every penny with breakfast in bed and the sunrise and the sound of the ocean... Beach was lacking as they have a lot of seaweed... Pool was excellent and Joel made volleyball and water polo even more FUN... Food was good we enjoyed the Brazilian rest. and the Momo at Sunrise was very good.. overall very good experience.
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!
TripAdvisor Traveller Reviews
Just what the doctor ordered
Great experience. A 10-day stay was just what the doctor ordered after a long grueling winter and cold spring. Stayed at Nizuc with access to all amenities including the Grand. The new restaurants at the Grand were great especially the French restaurant, Le Chateau. Adults only in this restaurant which was welcomed. The manager, Jesus Castillo was very friendly and made sure we had everything we wanted. The sommelier, Miguel picked out a great white wine for us. Our server, Ignacio was very pleasant and accommodating when my husband decided to have a double portion of the appetizer rather than an entre. The pool concierge at Nizuc, Eric, is so great that we went back to the same pool every day. The server at the pool Enrique was quick in providing drinks and food. Herbierto, our concierge, made sure we had chocolate strawberries delivered nightly and let us know that the kids arcade, Wired, has fresh popcorn. The head sommelier, Jorge, let us know that the new Mexican restaurant in the Grand offered IPAs.The service at Mon Palace is exceptional and we will return again soon.
Great 5 day experience
Such an amazing 5 day getaway with my boyfriend. The food, the service, the pool & the drinks were amazing. I do wish the beach was better, the amount of kelp on the beach and in the water shoreline was absolutely disgusting. Couldn't even go in the water.
Out of this world!!!
My wife and I arrived here for a weeks stay after 3 days in New York and 5 days in Vegas - after thinking out holiday couldnâ€™t get any better, the moon palace just blew us away!
We got a private transfer from the airport which took about 10 mins (amazing!), we arrived about 10:30pm cancun time and were greeted by a lovely lady on the front desk at the Nizuc report of Moon Palace (there is Sunrise and the Grand) - you are allocated on arrival as to whether you are in Nizuc or Sunrise, the only one you can pre book is the Grand.
The lobby is beautiful, clean and airy and has an amazing smell (if you know, you know)! We were given our wrist bands and the bell boy took us and our cases to our room. The room was stunning, with marble flooring throughout, the biggest king size bed I have ever seen and a massive jacuzzi bath in the room we were totally blown away! We knew we had an ocean and pool view but would have to wait until the morning to see it - it was worth the wait, the view was stunning. The bell boy told us about our room, showed us how to work the wall mounted flat screen tv (this holds all the information about the hotel, room service etc) he explained room service was included at no extra charge 24 hours a day (OMG) that everything in the mini fridge is also included at no extra charge and is refilled every day (OMG again!) and then pulled out a side cupboard from the mini fridge which held 4 full bottles on optics - one Bacardi, one whiskey, one vodka and the last one was tequila, again all included and replaced when required!! In the room there is also dressing downs, slippers, a safe, plenty of cupboard space, hangers, iron, iron board, straighteners and a hair dryer. There is two sinks, a shower, a toilet and all toiletries included - shampoo, conditioner, bubble bath, moisturiser etc (if you run out of any toiletries then just ring 0 and they replace them)
The pool is massive and split into three with bridges - at each end is massive swim up bars with every cocktail, spirit, beer and soft drink you can think of! There is an ice cream truck that goes around throughout the day, a pizza station were you make your own pizzas and then they are put into the huge pizza over and also a BBQ station which does the best burgers as well as various other things. When you eventually drag yourself away from the pool there is more restaurants than you know what to do with to choose from (between the Nizuc and Sunrise) - all a la Cart with exception to one buffet restaurant. We didnâ€™t have a bad experience in any of them, we were in the Brazilian and the Buffet in the Nizuc, there is also live entertainment every night ranging from karaoke on a Monday to a quiz on the Wednesday. There is a lobby bus which takes you to sunrise and back through the day and until a certain time and then they are replaced with golf cars. We visited the sunrise a few times were you can use the pool, restaurants, bars just the same as the Nizuc. We went to the Italian and the Asian. The Asian is also a Tepinyake (chef on stage) you can either walk in and have the normal menu or you have to go at 5pm and book a slot for the chef on stage (do it - well worth it!)
We also went to the Italian at the gold course which is super fancy, a guy playing the violin, a small menu with food that you might not know what it is but just ask! Very tasty but like I say, very fancy!
We used our resort credit to swim with the dolphins and massages - again well worth it!!
The hotel can also book your coco bongo tickets, I would recommend buying the gold package, itâ€™s around $130 each but this includes your return transport, queue jump, VIP seating and ALL your drinks. Coco bongo is a must!
I can not fault Moon Palace - itâ€™s like 5 star all inclusive on another level. Every member of staff are super friendly and helpful; you are made to feel special and looked after. There is no where else in Mexico I would go and cannot wait to return!
Was fine but they need to up their game
Visited for a week with my husband! The hotel overall is nice however there are too many little things that are not quite right.
The buffet breakfast was never hot, always luke warm, much the same as lunch!
We upgraded our room and also negotiated access to the Grand for the week, the restaurants their and the lobby bar are lovely and in my opinion better than Sunrise and Nizac!
The hotel reception and public relations staff can be hard work at times! We had several little issues, an example - We booked with virgin and had the virgin concierge upgrade, which allowed for a late checkout if available, yet they kept telling us that would have to pay extra for this. It was only once weâ€™ve been to public relations and said that they need to speak to our virgin at concierge that they agreed to give us the late checkout that we are entitled to.
Kayley from Virgin is AMAZING! She was very helpful at guiding us round such a large hotel!
Overall I would not return but we had a nice enough time
Always 100% Satisfied
Top resort in Cancun. No problems from the time we arrived until we departed. Staff always friendly and willing to go above and beyond. Rooms were clean, comfortable and well kept. Food was awesome. Drinks were made to perfection. Pools were refreshing and plenty of lounge chairs. Nightly shows were fantastic. Would go back again tomorrow if I could!
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