Moon Palace Cancun

nilu patel1/5 · 2026-02

Writing this while currently in resort. Good thing is golf carts, service at the pool side. Everything else is worst, avoid this place as much as possible. Rooms are not great, pretty old property. Yesterday there was water break in the room, they change the room and reprogrammed our keys for new room. After reaching to room our keys not working. They took 35 mins to send someone who again struggle to open initially. After multiple calls by him to office he was finally open it. The staff who was here didn’t know English so against communication was challenge . The staff who was picking phone hangs in two mins, transfer call to front desk, no one there to pick. Chatted in the app for no help. They said manager will call back but no one actually did. Note front desk is not near you have to go lobby by golf cart. Overall still unsure about not being locked out. Good cart staff good. House keeping is very good. Front desk is very unwelcoming. Most of staff not able to speak English so you had to use phone to translate. Food is below average (vegetarian options). Room credit is not useful anywhere. Give you an example spa only use 50 while without credit you get 40% discount which better. Overall credit is a trap. They can infect give you any amount as credit but you can’t use it. I am not going to stay in palace properties any where. Take your decision informed. Update: It got worse asking question at front desk led to scare. Went to public relation team already. While lock works great today evening thank god. Not much help.

Elkiosko Tomball1/5 · 2026-06

My family and I just finished a 6-day vacation in Cancun at Moon Palace Sunrise, and unfortunately, this was by far the most disappointing family resort experience we’ve ever had. We paid approximately $5,900 for two rooms, expecting the quality shown in the photos on their website. Unfortunately, that was not the experience we received. The moment we arrived at our rooms, we were hit with a horrible odor that smelled like a dirty grease trap. As we walked around the property, it became clear why—there are grease trap lids located outside near many of the rooms. The smell was overwhelming throughout our stay. The rooms themselves are also extremely outdated, and because they’re in exterior buildings, the air conditioning struggled to keep the rooms cool, especially during the day. I tried to overlook those issues because I wanted my kids to enjoy the pools, but the pool area was just as disappointing. It desperately needs major updating. The pool deck looked filthy, and after walking barefoot only about 20 feet to take my kids to the splash area, the bottoms of my feet were completely black. Even worse, there was a black greasy buildup around the waterline and edges of the pool that remained there throughout our entire stay. There were also broken and missing tiles throughout the pool area. Combined with the constant odor from the nearby grease traps, it made relaxing by the pool nearly impossible. On our very first day, I brought all of these concerns—with photos—to Guest Services and requested a refund so we could leave and book another family resort. Unfortunately, they refused and repeatedly blamed the beach for the condition of the pool area. I honestly don’t understand how the beach could cause dirty pool decks, greasy buildup around the pool, broken tiles, or the foul odors coming from the grease traps. We’ve stayed at many family resorts over the years, and this property looked nothing like the photos used to advertise it online. In my opinion, the condition of this resort is comparable to paying for a 1-star motel while being charged luxury resort prices. It’s disappointing to see a property charging thousands of dollars yet failing to invest in properly maintaining its buildings, rooms, and pool areas. For what we spent, I honestly would have been better off staying home and enjoying my own clean backyard and pool. That’s not what anyone expects when paying nearly $6,000 for a family vacation. This resort has left us with the worst family vacation experience we’ve had in Cancun. I’m sharing these photos so other families can see what the property actually looks like before booking. I simply wish we had seen real, unfiltered photos before spending nearly $6,000 on this trip.

Adriana Copca3/5 · 2026-07

Mi experiencia fue regular y, sinceramente, esperaba mucho más. Desde la llegada, el check-in fue muy lento. Tuvimos que esperar una fila bastante larga y, mientras esperas, ni siquiera ofrecen un vaso de agua. El personal de recepción fue amable, pero después te pasan a otro escritorio para continuar el proceso cuando lo único que uno quiere es llegar a descansar. La habitación me pareció muy normal, similar a la de cualquier hotel. Lo mejor fue el jacuzzi, la cama muy cómoda y las almohadas. Como detalle de bienvenida dejan una botella de vino, pero la calidad me pareció muy baja. Además, encontramos cucarachas dentro del clóset, algo totalmente inaceptable para un hotel de esta categoría. También se escucha mucho el ruido de las habitaciones contiguas. El servicio a la habitación fue una gran decepción. La comida es de muy baja calidad. Pedí unas fajitas de pollo y la porción era mínima. También pedí un club sándwich y llevaba cebolla, cuando tradicionalmente no la incluye. La relación entre calidad, cantidad y precio deja mucho que desear. Reservar en los restaurantes de especialidades fue prácticamente imposible porque siempre estaban llenos. Y cuando finalmente conseguimos una reservación, las porciones fueron muy pequeñas. El buffet de desayuno también resultó muy repetitivo después de un par de días. Lo que más me gustó fue el gimnasio y el Bistro Café, ambos muy buenos. En cuanto a la playa, hay que considerar que no es la típica playa de Cancún: había mucho sargazo, mal olor y el mar no lucía atractivo. Las albercas son enormes, pero también estaban saturadas de gente y era difícil encontrar camastros disponibles. La tienda de souvenirs tiene precios excesivamente altos. Además, el hotel está bastante alejado de la zona hotelera de Cancún y de las principales atracciones, por lo que hay que considerar tiempos de traslado si se desea salir. En general, por el precio esperaba una experiencia mucho mejor. Tiene algunos aspectos positivos, pero también varias áreas de oportunidad que deberían mejorar.

Rodrigo Gan Carrera2/5 · 2026-05

Our stay at Moon Palace ended up being a bittersweet experience, and I think it’s important to share both the positives and negatives. The good: Edrei at reception was kind and helpful throughout our stay. He assisted us with a room upgrade upon arrival and also helped arrange a late check-out, which we truly appreciated. The food was good overall, and thankfully nothing caused any issues. The bartenders, waiters, and service staff were generally friendly and attentive. The hotel app also worked very well. We used it to order food, request hygiene items, and communicate with the concierge through the internal chat, which was convenient and efficient. The bad: Unfortunately, the negative aspects were significant. From the moment we arrived, we felt pressured to schedule a visit to The Grand. It felt less like an invitation and more like being pushed into attending, using a day pass, and eventually agreeing to whatever was being offered. We spent about 30 minutes after check-in explaining to the concierge that we simply wanted to enjoy the stay we had already paid for, but the persistence became exhausting. What made it worse was that the concierge spent considerable time explaining The Grand while barely taking any time to explain Sunrise, which was the property we were actually staying at. I understand sales efforts are part of the business, but this felt excessive and uncomfortable. On top of that, we were asked very personal questions such as when we were getting married and why we didn’t have children, which felt completely inappropriate. The second issue was much more serious. We attended a wedding at Nizuc, and the wait staff accidentally threw away my partner’s insulin pen. My partner has Type 1 diabetes, so this is not just a personal item — it is essential medication. The staff at Nizuc apologized and directed us to Public Relations to resolve the issue. We explained everything to Linda in Public Relations, who told us they could help us obtain a replacement medication, but that the hotel would not cover the cost. The replacement cost was approximately $70 USD, and honestly, paying for it was never the issue. What concerns me is the lack of professionalism and common sense behind throwing away a guest’s medication and then refusing to take responsibility for it. To me, situations like this define the difference between a luxury hotel and an average one. The insulin itself is not just another item — for my partner, it is literally the difference between life and death. Linda simply delayed the situation, saying that if the hotel were to take responsibility, an investigation would need to be opened and that it would take time. There seemed to be little interest in showing empathy or urgency beyond offering to call a pharmacy. This happened one day before our departure, leaving a very bitter ending to what could have otherwise been a good experience. Thank you for the positive moments, but unfortunately we will not be returning. We have stayed at Secrets in the past and have never had experiences like this, so we will continue choosing that route.

Kuttikadan Spices1/5 · 2026-07

I had a very disappointing experience with Moon Palace on the very first day of our vacation. I booked three rooms and emailed the resort multiple times requesting that all three rooms be located on the same floor. Although we were assigned three rooms on the third floor, they were in a building with no elevator. My parents are in their 70s, and I have a 1-year-old baby in a stroller. Climbing multiple flights of stairs for four days was simply not an option for them. We had to return to the reception desk with our parents and children. The employee who assigned our rooms never mentioned that the building did not have an elevator. After waiting for our turn, the receptionist told us there was nothing he could do and was very rude. He then offered to move us to different rooms the following day, which we declined because that was not a practical solution. Instead, we were told that we could pay for an upgraded room, making it seem as though accessibility was only available at an additional cost. We then went to the Public Relations office to explain the situation. After several hours, at around 10:30 p.m., they were finally able to move all three of our rooms to the first floor. Unfortunately, we spent the entire day waiting. We were stuck in the lobby from 1:00 p.m. until 10:30 p.m. with seven children. By the time we were finally settled into our rooms, it was nearly 1:00 a.m. The entire first day of our vacation was wasted, and the children never even had the chance to enjoy the pool. The room is very old. We found cockroaches inside the room. The food wasn't that good. The premium JC Steak House food was terrible. The other two families who were with me were affected by food poisoning after eating at the seafood restaurant. The resort offered us a complimentary massage as compensation, but we declined. After this experience, our vacations with Palace Company are over.

Simran Arora3/5 · 2026-07

Location and Atmosphere: The location is beautiful, and the overall atmosphere is very relaxing. The playrooms for kids are a great addition and were a lot of fun for our toddler. Room Experience: Unfortunately, the room quality and maintenance did not meet our expectations, especially considering the high price point and the expectation of a five-star resort experience. We originally booked a king-size bed but were given a room with two queen beds instead. When we explained that we were traveling with a toddler and were concerned about safety due to the bed size, we were informed that king rooms were only available based on availability. The next day, we discovered a large cockroach on our room curtain. The hotel moved us to another room, but unfortunately, we encountered more issues. We found a lizard in the room twice, and the replacement room also had plumbing problems. When we flushed the toilet, the bathroom drain backed up, causing everything to come out from the drain. It was extremely unpleasant and not something we expected from a luxury property. Food and Service: I would like to give a special shout-out to Chef Aman at Nisuk and Chef Ignacio at Agra in Sunrise. They provided exceptional customer service and prepared wonderful food. They were incredibly accommodating with our special requests for our 2-year-old, and we truly appreciated their kindness and attention. Overall, while the location, atmosphere, and some staff members were wonderful, the room maintenance and cleanliness issues significantly impacted our stay and did not align with the experience we expected for the price paid.