Moon Palace Nizuc - Cancun

For any couples considering a destination wedding at Moon Palace Cancun (specifically Nizuc), I feel it is important to share our experience. Our wedding was held on February 7, 2026. The ceremony itself was beautiful, and much of the service throughout the weekend was excellent. However, the end of our stay was overshadowed by a significant cluster of acute gastrointestinal illness among our guests. To date, we have documented 30 confirmed individuals from our group who became ill within a tightly clustered 24–48 hour window (February 8–9). Symptoms included severe nausea, repeated vomiting (in some cases forceful), profuse diarrhea, fever, chills, and dehydration. Several guests became ill during travel home. One required wheelchair assistance at the airport. Three young children became acutely ill within hours of one another. All meals during the relevant period were consumed on resort property. After sharing our experience, we were contacted by guests from another unrelated wedding held at the resort on the same date (February 7). They reported approximately 30 guests out of 100 became ill with a highly similar symptom pattern and timing. When we reported the situation in person to resort staff and medical personnel, we were understanding that illness can occur anywhere, especially with travel. We were not seeking blame - we were seeking investigation and prevention. What concerned us was the lack of urgency in tracing potential common exposures. There was no structured intake of affected guests, no apparent effort to document onset timing or food exposures, and no indication that a formal review was being initiated. We were told that because many guests were departing, “nothing could be done.” They DID NOT CARE if more guests were going to get sick. Public relations told us to "send an email" and that they will be writing a report, but that's all they can do. For a resort of this size and reputation, a cluster affecting approximately 25% of a wedding group - alongside reports of a similar pattern in another wedding group the same weekend - should prompt immediate review, follow-up, and clear communication. This is at least 60+ known guests affected. We understand that no resort can eliminate all risk. Travel carries inherent variables. However, what distinguishes a high quality resort is not perfection - it is how health and safety concerns are handled when they arise. If you are planning a destination wedding, we encourage you to ask detailed questions about outbreak response protocols, documentation procedures, food safety tracing, and post-incident follow-up. Health transparency and guest safety should be taken seriously - especially during milestone events. Our goal in sharing this is awareness and accountability, not hostility. Also more than happy to share the very lackluster exchanges in emails from public relations.

I had a delightful time at this wonderful resort. The staff works incredibly hard to make the consumer experience perfecto. Everyone is kind, works to help with English as needed, and the location is impeccably clean and well maintained. The beds are a dream and the showers are very nice. The meals were delicious and the golf lesson was one of the best experiences I've had on my life, I'm ready to return to links after ten years away. Would highly recommend

Excellent all inclusive resort. We were there for 5 days and enjoyed every moment of it. It is very clean and well maintained. Staff are excellent. Multiple restaurants with great food. We got the beach view room which was even better with great views of sunrise daily.

Everything has been genuinely amazing every single day of my time here at the Moon Palace Nizuc hotel. Service from every single staff member is unbelievable outstanding! From the activities and entertainment staff, definitely Genaro and Sofia are great! They took very seriously the task of making all activities so fun! All servers from every single one of the restaurants are super attentive, always looking for you to have a refill on your drink and your plate full of your favorite food! Trattoria, Rivera Maya and the Asian Momo are by far the best restaurants in my opinion. I definitely recommend to come here to Moon Palace Cancun and try all restaurants and participate in all the entertainment activities they offer to you! You can book everything on the app (it’s super easy to use). 100/10!!!!

DO NOT COME HERE WITH CHILDREN!!!! We traveled with a 2-year-old and a 1-year-old.We were initially assigned a third-floor room in a building without elevators, despite traveling with a stroller and small children. We were told no first-floor rooms were available. Only after stating we would leave the resort did a first-floor room become available, resulting in over 5 hours lost on our first day. The room balcony presented significant child-safety concerns, including no child lock on the sliding door and wide glass slats that could allow a child to get limbs trapped. The room door did not accommodate a double stroller, and staff advised us to leave the stroller outside or rely on bellhop service, which was impractical. NO ramp system to navigate the property or pool areas with a stroller. THIS IS NOT HANDICAP ACCESSIBLE EITHER When these issues were escalated to Public Relations I spoke to Jorge and Araceli. No apology, and no compensation. We were told this was “not our problem,” and Jorge used inappropriate language during the call which was recorded. This is the worst customer service experience we have had at a hotel. We do not recommend this resort to families with young children. DO NOT WASTE YOUR TIME AND MONEY DO NOT COME HERE

We had the greatest service at the pool Ivan, Damien, and Daniel were so amazing! Damien even took a recipe from us and made the drink we requested that they didn’t know about. They have remembered us daily and make sure to give us non alcoholic drinks and have made great recommendations. Ivan has been so great at taking good care of us. He was is so fun and friendly! We have really enjoyed our days that we’ve spent in their area.

Just got home from moon palace Nizuc. I don't know what all the negative reviews are from. The hotel is amazing and all 3 combined, grand, nizuc and sunrise make for a huge property with so much to do, and different restaurants and pools to choose from. We were a group of 7, 3kids, 4 adults. I did the 2hr sales pitch and got 12 day passes to the grand. It was worth the 2 hr sales pitch. The kids loved the water park and flowrider. Los taco, the Italian restaurant, and the Japanese sushi place were my favorite dinner spots. The Indian restaurant had the best food. No one in our group got sick and we ate everything. The staff were very friendly, restaurants, bars, pool staff, and even the Gardners. They cut coconuts for the kids. Despite what others are saying, we didn't find it too big. We walked or took the lobby to lobby, as well as the golf cart shuttles. We went back and forth between the different hotels multiple times a day with no issues. Every time passing a lobby we got churos or Gelato. And the shows at night were very entertaining. As for the beach, compared to other hotels, there was no one on it. I don't think the sargasm smells like others said, but the water is dirty brown because of it. Also the hotel offers tours, which are almost double what a local company charges, however what I learned by taking a 12 hr local tour, is that the hotel tours skip the gift shop upselling and transport pickups. Overall our stay was amazing. Oneof the nicest hotels I've ever been to. Kids loved it.

Moon Palace Nizuc – December Destination Wedding Stay We stayed 6 days at Moon Palace Nizuc in December for a destination wedding, and it was a wonderful experience from start to finish. The resort is beautiful, well maintained, and full of life. We truly enjoyed the live shows and nightly entertainment, especially the live fire show—it was exciting, high-energy, and such a memorable performance to watch. The entertainment team really knows how to create a great atmosphere. The unlimited food and drinks were a huge plus. There were plenty of options, everything was fresh, and service throughout the resort was excellent. One of the highlights of our stay was meeting Nico, the manager of entertainment. He was incredibly kind and welcoming, and we really enjoyed our conversations with him and his family. He made the experience feel more personal and truly special. He also recommended visiting the Punta Cana resort, which is now definitely on our travel list. Overall, Moon Palace Nizuc was the perfect setting for a destination wedding—fun, relaxing, and full of unforgettable moments. We would absolutely return and highly recommend it to anyone looking for a high-quality all-inclusive resort with great entertainment.

My first time experiencing an all inclusive resort and it was the relaxing and fun. Literally eat, swim, sleep and repeat. The weather for our stay for the week was beautiful and in the mid 80s. Staff were very friendly. We were at the Sunrise location and stayed in the building called Chile. We were on the bottom floor and really close to the pool. The pool water is warm. The pool isn't deep. You can swim up to the bar grab a drink. We went during early February so it was there slower time. There were plenty of lounge chairs with umbrellas for shade and tables for your drinks.. Servers come around very often to get food or drink orders. We mostly soaked up the sun and hung out in the pool mostly. Plenty of restaurants to try that covers all the food categories: american, Asian, Indian, Italian. They have an app to make reservations. There are buffets and a 24 hr Cafe that serves ice cream, coffee/beverages, deli sandwiches/subs, macaroons, chocolates, crepes, small assortment of bakery items that change daily. All food and drinks are inclusive. Just be sure to be nice and tip. The room we had king size bed, large bathtub/hot tub with bubbles, has a spacious stand up shower with shampoo, conditioner, and soap. Complimentary Toiletries I found you can get shaving cream, razor, toothbrush, etc through the app. Fridge is stocked with pop, juice, and beer. Alcohol dispensary next to the mini fridge. Our friend had left a note for a specific beer and tip for the cleaning lady and he got that beer filled everyday during our stay. The rooms get cleaned multiple times throughout the day. There is a safe in the closet to keep your important stuff in it. Lots of events for kids and adults throughout the day. Such as face painting, water balloon fight, sand castle building, and bubble machine for the kids. For adults there were Volleyball, water aerobics, pool party, water pool, and more. Also for adults they have workout event in the mornings. There is a show every day after dinner. We got to see the flame show and glow night show. We didn't do any excursions, since we wanted to relax at the resort. We did get complimentary mani, pedi, and 25 min massage. We applied resort credits to get a facial. Be sure to take advantage of the hydro shower and hot tub at the spa. We didn't know so we missed out on trying it after our massage and facial. I advise to get there 30 min before your appt to check in, change, and explore around. To get around you can walk or use their complimentary golf cart service. Definitely recommend staying at Sunrise moon palace for a nice getaway and relax.

First time as a visitor was great, 2nd time as a member not so much...so there won't be a third unfortunately. All-inclusive is a selling point of Moon Palace and they have a beautiful resort in Cancu. But there's a lot of behind the scenes expenses, that definitely make your stay not "all-inclusive". It's the little fees here and there that make it not worth it, especially when you're a meme who shells out money each month. Plus the cost of airfare and booking a stay, a stay at Moon Palace is not cheap. Then you have credits that are supposed to be able to be used during your stay, but they set it up so as credit credit can only be used for certain things. And off resort adventures and excursions, that they heavily promote on the resort. You in some cases have to pay out of pocket. Plus all taxes and frees for these bookings, to include a a spa experience is out of pocket as well; which after a weeks stay can really add up. So in the long run, what is the point of having say $1,500 in resort credits but they can't be used on those out of pocket expenses or even laundry. Those are the types of things that almost force you to stay on the resort, which might be nice if your visit one time. And take the time to experience everything there. But you start to realize it's not worth it when you want to take part in many of the amenities they have to offer. All-inclusive to me, means just that....ALL-INCLUSIVE. Not only inclusive of the food, drinks and entertainment (nightly shows). First stay we were at The Grand which is their top tier location, so you can go to all of the other locations for free. Theb2nd time we stayed at the Sunrise, which is the location right before The Grand. The food was good, drinks are good, shows aren't bad for resort shows. The Grand has the better pool selection as they also have the large water park. Overall: The extra fees and charges not able to be used with members credits, made continuing to go here not worth it. So while it was fun at first, it wasn't so much at the end. And we'll look at other options when we go to Cancun again.

This is my fourth and last time at the Moon Palace. The apathy and lack of care is palatable. The hotel is run down and dirty, the staff has stopped caring or trying (usually this happens when leadership has been changed or absent) and the rooms are left unkept, unstocked, and patrons left to wonder what happened to this once grand resort. All anyone cares about is selling you into their timeshare and from what we understand that is a total nightmare. Don't do it!

In late September, I had the chance to stay at the Moon Palace Resort in Cancun while covering an event. The experience was nothing short of luxurious, though not without its quirks. My room was in the Pineapple building (#3326), featuring a Jacuzzi, a walk-in shower, a king-sized bed, and a stunning view. The all-inclusive package gave me unlimited access to room service, which meant I could enjoy a steady flow of delicious food without ever leaving my suite. The steak, nachos, burritos, tacos, and desserts (including mousse and tarts) were all top-tier, showcasing flavors I didn't expect from standard room service. Even the most basic items, like soda or ketchup, seemed to taste better here. The resort itself is beautiful. Walking along the beach offers a scenic experience, though it's clear that swimming isn't the main attraction due to boats and construction in the area. I didn't get to explore the luxurious restaurants, but the variety of cuisine options, from Italian to Indian, means you'd be hard-pressed to go hungry. Entertainment was a highlight--I got to see Snoop Dogg perform, which added a Caribbean flair to the overall vibe. The resort's offerings for families, like mini-golf and pools for children, make it inclusive for all types of travelers. However, a couple of downsides are worth noting. First, the hurricane season interrupted my plans for exploring Cancun's coastal region. With back-to-back hurricanes, outdoor activities were cut short. Second, the room's flooring posed a safety hazard when wet. After using the Jacuzzi, I noticed there wasn't a proper drain near it, leading to a slippery situation that could've been avoided with better design. This trip, my first outside the U.S., left me with a mix of awe and reflection. Despite the weather setbacks, I thoroughly enjoyed the high-quality amenities and friendly staff. English fluency among the employees was impressive, and their welcoming attitude added to the overall experience. If I had paid for this trip, I estimate the cost for three nights with all-inclusive services at the Pineapple building to be around $1,500 to $2,000, depending on the season and deals. While the resort didn't offer everything I wanted due to the hurricanes, it still gave me a glimpse into the kind of experience many dream of for a honeymoon or a special getaway. If given another opportunity, I'd gladly return--though I'd plan for a season with better weather.

We had our wedding here in December 2024. We had approximately 90 people come to the resort. The resort is absolutely beautiful! They do an amazing job of keeping it. They did not do the best job in terms of making sure the guests in our room block had good rooms. Everyone that had an ocean view had a completely obstructed view because of the stage. They also had late night concerts and parties right next to the bedrooms, which was not ideals It does take a day or two to get used to how massive the resort is. After that, you get used to understanding how to use the golf carts. We found the food to be absolutely delicious! We love that there was a wide variety of food and bars to pick from. We had a blast and think they did a very well job executing on the wedding.

5 stars. This place is incredible the Grand is amazing, the pools are nice and rarely overcrowded, the service and staff were amazing, the food was remarkable, and there were so many activities to do. The sunrise/nizuc is also great however it pales in comparison to the grand (as the grand includes the two aforementioned). This place's activities include: a gaming/arcade area, a show area that has presentations every night, pool activities, and many field trips. I did many of these activities and each were very enjoyable. I had a great time staying at both the grand and at sunrise.

An expansive all inclusive resort located about 15-20 minutes from the Cancun Airport. The resort is so large that golf carts are used to transport you around the resort. There are many options for meals; buffets & ordering food that is cooked for you. The staff was overly attentive which made my stay wonderful. You're always greeted with a "hola." In nature around the area, you'll see alligators, & exotic birds. I went to the spa. Denise was wonderful as serviced me. Her hands and arms became one with my body. The arena area for conferences was perfect. It was only a short walk from the room. There was always constant food and water available with a wait staff that immediately took your used plates from in front of you. It was definitely an appreciated experience that I'd recommend to others.

Had a great experience at Moon Palace for a conference recently! Check in was smooth and Jordi set the tone with excellent guest service! The property is MASSIVE and we only explored 1/3 of it! Beautiful golf course and the buffets in the sunrise lobby were delicious! I wish I had the opportunity to explore the outdoor amenities/pool more but from first glance the pool and bar swings looked great! We had a hurricane (Milton) come through and felt secure. We stayed at the Golf Villas, loved the privacy of the building, the screened in porch to protect from bugs, and the serene golf cart ride from the main conference arena. The gym was well equipped and the treadmill had a great view too! Overall nice property and would be open to exploring others under the Palace umbrella! The coconut margarita and strawberry mojito at the sunrise lobby bar were to die for!

Listen everyone who worked there was absolutely amazing. Service was exceptional!!! I've enclosed a photo of this amazing server named Luis. Not only was he extremely attentive (we were getting free service while watching live music), he was also attentive with water. I was sitting on the ground to pick up everything that spilled from my purse in the sand ... Luis saw that , came to my friend and I to ensure everything was ok. I felt so safe and cared for. He really wanted us to have a great time - while looking after us as well. That means a lot when two gals are traveling abroad. Thank you, Luis... for everything. However, I do believe this location has sewage issues. It smelled so bad whenever we kept the door closed. Also a huge problem with ants. Granted it's an all-inclusive and they encouraged people to leave their dishes in the hall where their cute little trash pandas and fire ants to feast. I'm sure not every patron was necessarily the cleanliest guest ... there should be another way to contain certain waste. Spa was absolutely amazing! Big shout-out to tetanisha (spelling???). Molded me like a stubborn piece of clay. And also to that beautiful soul who put cucumbers on my eyes. Thank you for making my first all-inclusive spa experience. I hated the fact that there was a spa service fee added after our therapies. Made the resort credits (and fake 40% discount) useless. Bottom line experience and customer service 10/10. The site itself 2/10. Loved the shows though. Amazing music!!!!!!

I forgot to edit my review at the end of the week like I said I would. Great resort great amenities had a amazing time. Definitely planning on coming back and going to the other palace resorts so many wonderful different types of food and places to eat. The barbecue shack next to the pool Had great ribs. The only downside we had was that the room we stayed in the elevator was broken, but they were working on fixing it. Room service took a long time never even got our order. But everything else was tiptop and a great experience. We also purchased the photography package to do family pictures, and it was definitely worth the money. Can't wait to come back.

If I could I would give this place 0 stars. This resort has been highly commercialized and a money making machine in the recent times after they opened the Grand. First of if you book your stay through anyone other than them you are given a different band color so that everyone in the resort knows to keep on engaging you about memberships. They tell you to watch a 90 min presentation to get a free one day pass to Grand. That 90 min presentation"presentation" does barely include any tour of the grand infact different marketing ppl trying to push their memberships to you. If you are with a child then they would be super bored having these convos bec there is nothing else for them to do. Also the sales ppl for the memberships are so rude and so goal oriented that if you complain about going to the pool and ending the presentation they remind you that you promised a 90 min commitment. They took more than 2 hours for the "presentation". Apart from the horrendous presentation experience, food is horrible. If you are a vegetarian you would be hungry during lunch time as there is nothing here. For the morning buffet even the omelets are horrible bec they make everything on the same pan so if uou are sensitive to smell then you can even smell what was cooked before that. Depending on who your server is they might or might not get you what you asked for. Simple asks like boiled eggs gets ignored. They do have multiple playrooms across the resorts for kids but it takes a day or two to get used to navigating between them. They have black elite golf carts reserved for only ppl who are doing presentation. The other carts are for ppl to transfer between resorts or go to playrooms but if you ask anyone about them they force you to take bus(which only goes between lobby and not to tennis courts etc) completely horrible experience. I was more frustrated on my vacation than ever.

Along with other guests we've met, our experience here has been nearly perfect. Check-in, adventure, activities, THE FOOD, drinks, housekeeping, and there are enough staff that we never waited in line for more than 10 minutes for any resort meals or activities. The cart shuttles are constant, so when we didn't want to walk or felt in a hurry, we were always able to catch a ride. Poolside, beach, and everywhere we were offered drink and snack service. Our room service was always exactly what we ordered and efficient. I could go on and on about the food. We tried several buffets, sit-down dinners, and appetizers. The staff were genuinely gracious and welcoming and extremely helpful with requests the must field all-day, every day. I recommend Moon Palace and would return with enthusiasm. We did not go for the time share sales thing, which or sounds like was a bullet dodged.

What could be improved, EVERYTHING! Our travels to Cancun were an experience that included EMS and X-rays. We arrived late to the resort due to circumstances outside our control. We didn't an inspection of the was necessary because we were exhausted from our travels. The next day we were up early and out of the room for day. Nothing was bad since we really weren't on the room. Room appearance was initially nice, but further inspection changed my thoughts and I was discussed. Underwear, hair on the soap of the shower, dirty towels and worn robes. Customer service was challenging at best and room services was horrible. I would tell my enemy to stay here.

The little desserts were good and the drinks weren't watered-down, but otherwise, I absolutely hated this place. Expect to spend 2 to 4 hours just checking in. There will be several lines and all of them are long. Most of the restaurants are already booked with reservations, so if you're planning to go, you better call well in advance to reserve a table. The buffet food was fine. The desserts were the highlight. The dining room itself was reminiscent of Morrison's cafeteria, but the food was better quality. The service was slow and unremarkable. The pools all close early, so don't expect an evening swim. You'll spend the evenings shopping or listening to really bad live music. You are pretty far from other places in Cancun, so you can't just easily go back and forth. Checking out in the morning isn't half as bad as checking in, but it's still not a quick process. They'll call you a cab to the airport, but be prepared to wait 20 to 30 minutes for it to arrive. The place is enormous, so people with mobility issues will need to take the little golf cart style shuttles, which means more waiting. Some areas smell sooooo bad of sulfur and sewage. The area outside of our room smelled vile and we listened to cats fighting or mating all night. I was really glad to go home!

My honest review is this is a terrible hotel for big groups and definitely for families with elderly or children. My summary is that I've never been more excited to leave a resort even if I'm going back to the middle of winter! This place has so many tricks to get you to pay more (watch out for extra charges or "donations" on your bill) and trades quantity for quality in every sense. Instead of offering to show you the grounds of this massive, complex and unintuitive property when you arrive they push you onto a team of sales ppl who try to sell you on a "tour" of The Grand that will talk you into a timeshare to keep coming back to the Palace Resorts property. AVOID at all costs. Here is my extended opinion on why I would never come back to a Palace Resort property (including my honest review of some things I liked at the bottom): 1. No adjustments or accommodations for big group activities or big celebrations. They wouldn't even put our 5 rooms near each other in this massive property to be easier to coordinate. They offered us one group dinner out of the 5 nights we were there, so don't expect to get a reservation for your group together. Even if you do, they will separate the tables (sometimes not near each other) because it's easier to turn over the tables. 2. Food is really disappointingly bland, stale and slow service 3. Room credits cannot be used anywhere but the spa/golf and they're very inflexible to accommodate appts, and both have additional charges that they won't use credits for. Watch out. 4. At multiple restaurants the staff were so slow and didn't care about service that we had to speak to management: Jade, Habibi, Gondola (Ramos) and Los Caporales and instead of enjoying a meal with loved ones, our tables left hungry/upset 5. Ricardo at PR tried to help correct some of this but left in the middle of his effort so we had to work with a whole new team of ppl to correct some negative experiences 6. We booked The Grand for one day but the vacation planner guy in video below was such a swindler and tried to charge 10 ppl for a full day pass at 9pm for that day rather than the next so we'd have to pay 2x the price. He should not be allowed to do business. 7. WiFi stopped working on Saturday all day 8. We were asking for staff to stop for poolside service but they were very hard to track down and it wasn't a sold out hotel. - Would not stop calling us and woke up kids up at 8:15a for a timeshare sales pitch 9. Most shocking was to find out that no one swims or is playing on beach near the resorts (they recommend taking a 30-40 min shuttle to Beach Palace) and I'm not sure if it's because of the water being full of seaweed or it's unhealthy because of the hotel 10. Obvious budget cuts because several restaurants are closed, facilities are run down and the rooms have not been upgraded in years. Sunrise and Nizuc rooms have a jacuzzi in the middle of the room which is completely useless. Two positive aspects: 1. The hotel has a lot of variety and for those seeking entertainment around the clock, they usher you to these events and things run on time. The entertainment staff is very good. 2. The cleaning and bell hop staff at the hotel was fantastic. Muchas gracias para todo. I do not give this review lightly, I was stressed and unhappy on multiple occasions during the 5 days and do not believe it is a relaxing or very accomodating hotel.

My family has been elite members at Moon Palace for about 8/9 years, and we loved it so much that I decided to have my wedding here on 10/19, which turned into a nightmare. We received 5 complimentary nights and a free upgrade to the honeymoon suite because of our wedding, and added 2 more nights at a cost. Upon arrival, the room was nothing special, like a regular garden view. I expected post-wedding decorations, as we've received for anniversaries before, but we found nothing. No breakfast in bed, as promised, and after paying thousands, we only got 3 tiny chocolate strawberries and a cheap bottle of wine. The room was so rundown that I had to request a change. The wedding planning process was a disaster. Our original coordinator (Jessica Rivero) was let go, and no one informed us. We emailed her for weeks, looking foolish, and my guests did too. Eventually, we were assigned Lizet Calvillo Gomez, but the problems continued. Some issues we experienced: - The $1,900 flower centerpiece we paid for wasn't brought to the reception, despite asking. - Decorations were put up without our consent. - The churro cart was late, unlit, and went unnoticed, meaning many guests, including us, didn't get any. $710 for an hour with no announcement is absurd. - The flowers we requested for detail shots weren't delivered until hours after our photographer arrived. - The $350 MC we hired to keep the party lively was terrible. She blamed me for not having a seating chart and missed key announcements like the bouquet toss. - The makeup/hair trial was a disaster--outdated techniques and poor service. I cancelled for the wedding day and had to do my own makeup. - We asked for curtains to be opened in the ballroom to make it look better; this was ignored. - The violinist played for maybe 15 minutes instead of 45, was electric (against my wishes), and played over speaker music. My planner now lies about the timing, but I have proof. - Guests were left waiting for golf carts, making them miss part of cocktail hour and interrupting my photo session. - They were completely unprepared for rain, quoting us $8,000 for a tent. - The cake was supposed to be buttercream but was fondant, and had gold flakes when we asked for plain white. - Random people wandered into our reception, and I had to tell them to leave. - When it rained, I had to beg for a golf cart for my photographers before walking down the aisle. Despite requesting refunds for the violinist and cake due to contractual violations, they are ignoring me. As elite members, we're even more disappointed. It seems they only care about you when you're handing them money, and their service has seriously declined.

I stayed in Moon Palace Grand in last of December 2024. The property and facility is stunning. The hospitality by staff is also aw-some. The one thing i hate to say is that although all the restaurants had an amazing interiors and great service but the food quality and taste was very substandard. I had food in Agra (Indian Restaurant) and found that they screwed up the simple things like Gujrati Kadhi. They made is using sour cream which is like blasphemy for indian cooking. The chicken was taste-less and they used cream in Baaji of Paav Baaji. They didn't even use the Basmati rice for making rice. It was very substandard rice which they used. They used habanero chilies in Dal, which screwed up the basic taste of it. I checked with the waiter and he told me that the cook is a mexican born person meaning he is not aware of the basics of indian cuisine. I found similar issues with Thai restaurant. I never had such a screwed up green curry. Come on, who uses just egg plant and mash rooms in green curry with taste less spices. I don't have much idea of Japanese cuisine but you can't justify excessive salt in any of the dish. I believe that in such a luxury resort, the food should be cooked by authentic cooks from the their respective countries. Like Indian food should have chef who is from India and Japanese food should be cooked by a Japanese chef to bring authenticity. Even in the grand buffet, they have not used a good quality rice. Even the Mexican food was far bad compared to our old good chipotle. The rice was always 80% cooked bring a hard cut feeling in mouth. My family was of the opinion that Italian food was of great quality. Considering it is a luxury all inclusive resort, i expected a far better food quality. I understand because of the ambience a lot of people get impressed by the food but the real taste in food was missing. I would not make a comment about the sweet dishes because i don't eat much of the sugary things. I paid almost 1000+ usd per night of stay and stayed almost hungry..probably good for health. On positive side, the room, services, waiters, spa and everything else was of great quality. They have not compromised on any of those things. I would not return to this property ever.

First time staying at an all inclusive resort, and it was an eye opener. My sister and brother in law treated the family to a vacation during spring break, and we stayed at the Sunrise. If you're not familiar, this place includes Sunrise, Nizuc, and the Grand. If you're staying at Sunrise or Nizuc, you cannot go to the restaurants or water park or other amenities at the Grand (more on that later in this review). Really no major issues throughout our stay at sunrise. During check in, they're going to tell you to download the App and it makes things so much easier. You can look at the entertainment schedules, restaurants, events available, and order room service, cleaning, and supplies. Room was showing some wear and tear, but it was still pretty nice. Shower pressure was good, bathroom was clean, and it was just so relaxing sitting out in the balcony every morning. The maids will come everyday, so if you don't want them cleaning, make sure you put up the do not disturb sign. They did a really good job of cleaning the room. In room dining usually took about 40 minutes to an hour, so if you're impatient or have somewhere to be, make sure you pre order breakfast the night before with a time you want it delivered. You can order in room dining for the next day on the app, but that menu is a little more limited. We didn't have any issues with room service until the last day when the app said they delivered the food, but we never got it. Lots of different restaurants to eat at and they have buffets, seafood, Italian, Indian, and Chinese. Food was good and we actually didn't even get a chance to try all of them during our 7 day stay. A negative is that some restaurants require reservations and it was pretty hard to get a table at some of them unless you call really early or at midnight. There are also a bunch of dessert, coffee, and bars all around the resort and they also set up buffets outside during the live shows at night. Some nice pools where you can swim and lounge around, but again, you either have to get there pretty early or later in the day to reserve a lounger. I was expecting those beaches with clear and pristine water, but that is not what you'll find here. Dark and murky water and a bunch of seaweed. It's nice to lounge on the beach, but you rarely see anyone swimming in the water here. Employees were all very nice and friendly. There are buses that will take you from lobby to lobby to Nizuc and Grand, and also a bunch of golf carts driving around all day to transport you to different parts of the resort. Playroom is nice for the kids. There is also a wired lounge where they have pool, air hockey, video games, basketball, etc. to keep kids (and parents!) busy. There is a synthetic ice skating rink that I thought would be cool to try, but I would stay away from it as it is pretty much unskateable and there is a good chance you will get hurt if you try to skate on it. The flow rider is pretty cool and fun where can try surfing or body boarding on the man made waves. There is also a gym and spa that I didn't even have time to check out. Nightly shows that are pretty fun and entertaining. As I alluded to earlier, the Grand is the newer and more expensive resort. They have better restaurants, the huge water park for the kids, and is overall just a better resort. The only way to get a pass (I think) is to go on a little 3 to 5 hour presentation with a hotel rep who will try to sell you on becoming one of their elite members. They will take you on a tour of the Grand and will sit down with you and discuss numbers and benefits and will try to make you pay like $10,000 and up for a membership. Stay strong and just say no, unless you really want to do it. They will still honor their commitment to give you a pass to the Grand and you should ask for a three day pass. With the pass, you can enjoy their restaurants and if you have kids, they will most likely enjoy the huge water park and kids playroom. Overall, it was a really nice and relaxing vacation. The workers in the green shirts will keep trying to sell you vacation packages up until the minute you're checking out, but again, just stay polite and strong and tell them you're not interested. I unfortunately visited The Grand for three days so I saw how much better of a resort that place is than the Sunrise. However, cant really complain too much about my stay at Sunrise.

This is a shitshow if your are not a "diamond member" Place is way too big limiting time and effort to see and do the whole experience that is the moon palace .. beeach is marganal and the staff and professionalish here is missed and seems like your on your own here and stuck to the small area that you are assigned to , the grand ?? Can suck a bucket Helpfull nope professional nope Any help in any timely manner not much Limited ,rooms feel blank and lack feel . For a all inlusive resort its a cheap alternative for better less expensive resorts on the same stretch of coastline , Do your homework and look fir a better oprion This is not it ..

This resort is extremely unethical. They will quote you a price over the phone and accept your payment (in full), but will call you back several days later stating the price was quoted wrong and you owe additional funds (approx $1000)...Definitely stay away from this business.

Be prepared to wait for hours to check in to your room :( it's ridiculous and so disappointed in this experience sitting around and waiting, from activating room credits to booking activities. Pretty much wasted half of the day trying to get our rooms, waited around for at least 3 hours.... Such an exhausting experience with a large group especially since we woke up so early to fly in, up since 4:30am! and just sat there waiting after we finished lunch for hours not having much to do, even though one group got their assigned room first around, wasn't sure where the rest of us would go so we sat by the couches and kept checking in with front desk since they never sent us room confirmations. We finally got to all our rooms by 4-5.... What a nightmare process. Not a happy start to the vacation honestly and it's so frustrating having to talk so many people and the answer is always the room is not ready. Not cool! Like give us something else to do while we're waiting vs having our group of 10 sitting around not doing anything and just feeling tired. Some people were falling asleep on the couch while we waited... We had 2 other families friends that flew in 2 hours after we did and got their rooms right after they checked in, before we got ours another 30 minutes later... closer to 4:30pm when we finally got our room number. My friend's family didn't have to wait long and that just felt so unfair. This place really needs to do a better job in upgrading their system, assigning rooms properly and treating their customers well. Already ruining our vacation start on the first day....! Not sure what I'd expect after this... so disappointed and frustrated by this whole set up.

There are 3 hotel properties! 1. Nicu, 2. Sunset 3. The grand. The grand has the most options with bowling, waterpark, and adult pool club. If u have kids just stay at sunset where they have a great kids club and huge pools. Also all the entertainment is on the sunset side and usually outdoors. On the niku side,, some events are indoors so u get some AC! I thoroughly enjoyed the nightly shows with my toddler and the churros we would get to eat wile watching. My fave restaurant would prob be the ala carte asian one... teppanyaki was just ok. The coveted indian one was too spicy for me. The Brazilian steak house was great too! We never really left the property except for a dolphin swim using credits! Ooh i also got a hair cut at the salon with credits. That was great too! Def be back to try the grand side when daughter is older.

Everything could improve. The pool was horribly dirty. Like next level dirty. We waited by the pool for over 30 minutes, asked multiple people to take our order yet nobody really helped. The drinks were seeves in super filthy glasses The staff were reluctant to come and help answer any questions. This was a horrible experience and I feel I have an infection from just dipping my toes in that nasty water. The hotel must reconstruct the pools and separate to like 5 or 6 with some exlusively for the kids. We're traumatized and would never ever recommend this place. This hotel deserves zero stars.

I really enjoyed the Moon Palace resort. We stayed at the Sunrise resort and it was amazing. Service is great, there are several restaurants at each resort (Japanese, Indian, Spanish, Italian & ..), the food is very tasty and there is always something for every taste. The rooms a nice but I do wish they were bigger especially the beds. The rooms all have a jacuzzi and fully stocked fridge (water, soft drinks, and beer). There is a shuttle service several times a day between all the resorts, so the guests can enjoy the facilities in other resorts, if they wish. The pool section is just amazing. The amount of pool areas that they have was what mostly impressed me. The ONLY downside about this whole resort experience was the beach. This is definitely not a beach resort mostly just a pool resort. Overall i had a great time and I can't wait to return.

Will always recommend the Moon Palace! The staff here are incredibly friendly and attentive. 1 downfall is the beach. There will always be seaweed on the beach or in the water. So if you're coming for white sandy beaches and crystal clear water, choose another Palace resort. However, they have kayaks to rent and usually there is a sandbar a little ways out if you really want to swim in a clearer part of the ocean. But the Moon Palace is so big and has so many pools that there are plenty of other opportunities to swim and soak up the sun. Between the swim-up bars, staff walking around the pool area to take your food or drink orders, and/or numerous poolside restaurants, you're set. There are SO many different restaurants between the 2 main lobbies with different types of cuisines. I recommend Los Caporales for delicious Mexican food and sometimes a mariachi band! Moon Palace really takes all inclusive to another level. Also, if you don't want to spend your days outside, there are opportunities to shop, play games, work out, watch shows, drink, etc. in the lobby areas! After visiting the Moon Palace several times, it has started to feel like home and I always have a wonderful experience.

Terrible terrible service. In the main dining hall the meat options only consists of Ham, pork, bacon and salami. No beef and chicken or seafood options. They refuse to address any of your issues unless you create a scene. My husband had food poisoning. We had to get a doctor to come and see him. Ended up paying $240 for that visit. Their only interest was getting us to attend the info session/ sales pitch. Stay Away if you are interested in a relaxing vacation. This place had like a 1000 people. It felt like we were staying at LaGuardia Airport. We had to stand in line and wait for breakfast - lunch - dinner. Not like other resorts where they would take you straight to your table. Definitely not coming back here.

This resort has mixed reviews. It really depends on the resort they stayed at. There are three resorts. Sunrise, Nizuc and the Grand. We stayed at the Sunrise. It was ok. It was family friendly and oriented toward the younger kids. There's a pirate splash pad here and a kids pool on this side. As for Cancun, it's not known for the beach. As for the service, the check in took us 45 minutes. I'm not sure why it was so slow but I've never experienced such a long wait before. If you're there I would recommend getting a drink while checking in. Also, I would pre enter your passport information. This is probably the worst part of this. As for getting around, the gold carts and the lobby to lobby buses were not too bad. We came here in January 2024 so the weather has been perfect and it feels good to ride in a golf cart. They do ask you to download the app and the app is not the greatest. It's best you get used to navigating by walking around the first few hours. It's not that bad. As for the food, we weren't able to book any restaurants. They were quite busy. We went to Momo the first night and service took 2 hours alone. We waited in line for a table for 40 minutes as well. The second night at the Apareces we got there right at the open and waited only 5 minutes. So get there early. The food there is slightly better. Often the meats are overcooked and a medium well but seasoned appropriately. The salad bar exceeded my expectations as they have many different variations of salad. For entertainment, it was alright. We watched the glow show one night, and a magician. The magician was top notch. The rooms were ok. I wish they were more family friendly. We only were able to book a double and my wife and I had to share a bed and my son had another. It's a bit dusty but clean enough. I wouldn't eat of any counter without sanitizing it appropriately. As for the rest, the greatest parts were the pool, the cafe bistro where they offered cold brew, and probably enjoyed half of the put put. Overall, we stayed there for 2 nights and it was alright. The best parts were the pool. This place hasn't changed much and needs a renovation. You can tell they spend good money in the restaurants and food. The exteriors are in need of a remodel and deep cleaning. I would say it's good for the budget conscience traveler and not an every year place you would want to go. I would temper your American standards. As they do offer all you can drink and eat which typically doesn't align with the American establishments like our hiltons, Hyatt's etc. In the end, our family enjoyed our stay but it was purely adequate.

The resort was great with pleasant staff,good buffet, beach and amenities. My only issue was two $25 charges for no show at restaurant which was a mistake that could not be resolved before check out. This is a popular place for weddings.

Overall, this resort is not terrible. However, it does need to be broken down for those of you who are booking. Firstly, if you have never been to Cancun, know that resorts that genuinely care about your overall experience will offer shuttle services. The chaos of transportation from Cancun airport to resorts is frustrating, and the Moon Palace does not offer shuttle services. DM me for some viable options. On a positive note, they do have a manned gate that checks guests in and out of the property, which is a perk given the civil unrest. Upon checking in, it feels like a swindle, much like most things in Cancun. I could have upgraded to The Grand for $300.00 per person for the five nights, on top of the thousands I have already spent, or I could pay to be on the ocean view with a balcony for $86.00 a night. You can only imagine the frustration. There are three resorts at the Moon Palace, all of which are "all-inclusive" and offer free entertainment (like karaoke, live piano, and a magic show), food, and drinks. This doesn't include excursions, the spa, golfing, a few other unique dining options, and the bowling alley at The Grand. Another thing you should be aware of is that The Sunrise and Nizuc do not allow you into The Grand; that will require a day pass. If you are going with a large enough group, however, this may be included with your convention package! The resorts are ranked based on "status," with the most exclusive being first, as follows: 1. The Grand 2. Nizuc 3. The Sunrise In an odd way, they all have their perks. For example, Sunrise has the only Indian restaurant and is closest to the on-site convention center. Nizuc is more serene and feels less crowded. I personally am a fan of privacy and as little interaction as possible, which is why I loved that I didn't upgrade my room for this convention. However, the best of the best is at The Grand. It's apparent that The Grand is the newest resort out of the three, has more spacious rooms, grants you access to all three property amenities, and the restaurant options are endless. This includes the absolute best restaurant on all the properties (Cusco), and unfortunately, I was unable to check out their (adults only) French restaurant because it was lent. All in all, there a reason you can't make reservations for a lot of events and special excursions online you will find Cancuns pricing strategies are unique and you are not immune at this resort from the room to scheduling "The Journey" dining experience. That went from 300.00 per person to 168 person to not even available while we were staying. Just be prepared after you get past all the negotiating you will have fun and transitioning into regular life of paying for every meal will be challenging. You got this!

We absolutely love this resort. We have been here at least 6 times. The pools, restaurants, bars, night club. Everything is fun. Such a beautiful property and amazing service.

I am a victim of my own doing as I didn't check out the Yelp reviews before agreeing to come to this dastardly resort. Stay away even if you are coming at someone else's expense. From the minute you check-in all throughout your stay you will be made to feel like a second class citizen to time share class as the resort is quite literally divided between the have and the have nots. Guess which class I was forced into?

Daryl Toci 2/5 just now on Google Please read before you book!! Apparently the staff at this place went on strike a little while back. I'm not sure how it shook out but basically everyone that used to be friendly and helpful and nice must have got fired. The property is still very pretty it needs updating but still nice but the food is mediocre at best. Just really bad customer service. Why have front desk people that care nothing about customer service or try to be at all helpful. Any small thing you need you will be directed to someone else and that person will tell you see another person or they too can't help. Almost the Worst customer service I've seen. Also check your credit card for fraudulent charges! Was charged money after checking out and settling bill with the front desk they charged my card another charge for more money. Called to ask what for and they can't tell me apparently I have to send an email...what a surprise they can't help again!! Save your money for somewhere that appreciates your business, because this place ain't cheap to be treated this poorly. Everyone we talked to at the resort commented that it has gone downhill since last time.

Amazing time at the Out of the Blue Festival, Carlos was amazing, aiding with drinks and trash for our big group, definitely made the trip better a 10/10. Carlos is one of the best, hard working, workers here and is so nice.

having the best time at moon palace for Out of the Blue festival. the second best thing is Carlos Buzmon!!! He's the best waiter ever and makes my night every night. WE LOVE CARLOS

Visited this resort with my family. It was a perfect choice to visit with kids. We booked this resort through Costco as a package and we could not be happier. This resort actually has "all-inclusive" package where food and drinks are both included along with the stay. We were allotted a room in Sunrise Palace resort which is one of the 3 Moon Palace resorts. We had full access to the other Moon Palace resort: Nizuc along with Sunrise. There are golf cart shuttles which continuously run between these two resorts which are free for guests. The third Palace resort: Grand, was not included in the package and we did not have access to it. There was an option to get one day pass for this Grand resort either by paying $$$ or by attending their marketing tour. We did not do either so will not comment on that part. Overall the Sunrise resort has really good amenities to keep your family busy. They have a huge pool with few wet bars and jacuzzis. There is also a dedicated shallow pool with water play structures and slides for kids on one end of the resort. There are multiple activities that you can keep yourself busy with throughout the day. To name a few, beach volleyball, mini golf, yoga on water, pilates, Zumba dance, water volleyball, water acrobats, etc. There is also a playroom for kids where you can leave them (kids above 4) and there are multiple areas within the playroom to keep your kids engaged. They also have activities like kids bingo, kids movie show, kids dance party etc conducted in the playroom throughout the day. We went for a family suite which is basically two rooms with a connected door on the ground level with garden view. The rooms were really spacious and had a king or two queen beds, TV, Jacuzzi, Fridge and a table with two chairs. Each room also had its own private patio with hammock to relax and enjoy. The room had drinks on tap in a hidden bar cabinet next to the fridge. :) The doors, bathroom etc was bit dated and could surely be upgraded for a modern look. They also allow free calls to US, CA and MX from the room land line. Finally restaurants. They have a good number of restaurants across Sunrise and Nizuc resorts which we had access to. Few restaurants run buffet for breakfast, lunch and dinner, while few were only for lunch and dinner and a few only for dinner. We tried their buffet restaurants for breakfast, lunch and dinner and they were really good. Plenty of options to choose from. The dinner only restaurant that we tried was Agra which served Indian cuisine, but was not worth the hassle. It needed booking in advance and if you do not show up they charge $5 per person. We did not like the food at all and have had way better Indian food. The pool side pizza and burger are really good. Overall we loved our stay. It is about 15 mins from the airport, so that is a bonus. We will surely visit again.

I am spending my 2nd hour now on transportation to the airport tomorrow. I originally came in to someone screaming about the ineptitude at the public relations desk. We had a delay getting here and they had updated our reservations but not our transportation, and now I'm sitting on hold with David - because I refuse to pay for something they messed up on their end. After almost 45 minutes he has informed me that though customer service emailed the change they did not change check out and so we are responsible. I asked for a manager but David refused. The nice thing is it made it easy to decide on purchasing here. (Definitely-Not happening now). I will says Gasper at the Nizuk pool was attentive and went above and beyond the necessary for our party of 17. Then Abraham at El Trattoria was just amazing and deserves such credit for his skill.. They are responsible for the star rating. Food the French restaurant was amazing as was El Trattoria, the calamari by the pool was excellent but the rest of the food was just okay. My other issue is the resort will not curtail, their guest even if they are making other guest uncomfortable. When I was trying to explain my issues with this place - I would say imagine Disney if it lacked the magic. It's not that it's bad, it's just not Great. The potential is there but it's in desperate need of an close-down and overhaul not someone painting the stairwells in a full building.

Moon Palace was a great spot for our group of 14! We booked everything seamlessly through Costco travel: resort, airfare and travel to & from the airport. Prices were definitely highly than pre-pandemic but that is to be expected. The hospitality at this resort was amazing, they have a very attentive staff. From the moment we stepped out of our vehicle. They offered to take our bags to our rooms as we checked in. The check in process was typical for a resort, kinda long but informative. What I didn't know about this resort is that it is split into basically 3 different hotels. Sunrise, Nizuc, and The Grand. While booking, we didn't have the option to choose where we were staying, I'm sure that is different if you book directly. Our group was split up between resorts but even being in the farthest rooms by the golf course, it worked out because they give you a golf cart, and I also appreciated the privacy. Restaurants and entertainment are on par with any other resort I've been too. La Trattoria and Momo restaurants were my favorite. We didn't get a reservation for the hibachi but I think I preferred getting the food made a la carte. Pool service was really efficient, I was worried that I would struggle to get drink service because I spent a lot of my time at the kids pool, (judge me, I like a good waterslide) but it wasn't an issue at all. The only complaint I had was how expensive it was to golf...call me cheap, but the course was definitely not worth $230 a person and to my knowledge, that was with a significant discount. TL;DR: Attentive service and great for large parties and families with children.

I am writing this review for a friend with language barriers. My friend and her young family spent about a week at this resort. Sun, warm weather and surrounded by family and close friends for a week sounded heavenly.. oh, how quickly things can take a turn for the worst. Her youngest son (3), got salmonella from the food. The majority of the flight back to WA was spent in the bathroom for her and little man on the plane. The front desk attendant was cold and rude. His name is Corey. I would hope management looks at these reviews and reaches out. Salmonella confirmed by MultiCare in WA. Screenshot is admittance paperwork. No effort to contact nor rectify thr situation by management of property. Avoid this place like the plague.

Moon palace is a luxurious hotel!! It's soooi pretty and smells so good, It's huge though and has beaches and many restaurants. There are pools, a cafe, restaurants, food court and many others. The quality of the rooms are great other than they take a long time to set up, the room service is also great. The service there is also quick and they clean quick. The food there is also incredibly good food. The room provides some toiletries, basic needs (bed,couch,shower etc.) it includes a tv and also includes a bath tub. The place is huge so if you can't walk for long it's going to suck. But overall 4.7/5

If they put the energy they spend on trying to sell you a membership share into any of their other other services, they would get five stars. I've never not slept so much on a vacation. They left a call each morning at 8 AM to try to schedule you on there. Membership Timeshare junket pitch. Let us sleep! As written here, when & if you finally relent, the pitch is longer than 90 minutes, it requires you to shuttle to the Grand, around the Grand & meet with multiple people. The minimum package "Elite" is $100,000 and it does NOT mean you never have to pay again. It just gets you a discount on future bookings. Even when the 3rd agent tells you, you're done with the pitch you're not done. The checkout person on the floor actually tries another pitch for $299 for your next stay. OMG, let us go! Another morning they woke us at 7:45 am with room service we did not order. Then they called to insist we ordered it when we had in fact been sleeping. Then another room service delivery came at 8:15 which we again had not ordered. It appeared on our app that an angry man cancelled pancakes ...that we had not ordered. Yes we were angry because we never ordered food and we're sleeping. A word about the app...I'm not sure it works. They insist you use it but each request from spa to maintenance says someone will reach out to you by phone or email. When I did order a nighttime room service order on the app, it said 37 minutes. 90 minutes later I called to ask where it was "It's in progress, it will take 90 minutes". When I said it said 37 minutes on the app the operator said "you can't trust the app" Then, 115 minutes after I ordered or nearly 2 hours, my pizza arrived...cold. Of course I was up later than I wanted, slept in longer than I should have & did not have much time to check out. I ran to the breakfast buffet. Ordered an omelette, tried to leave w/said omelette to eat while I packed but noooo..two women stopped me & demanded I not leave. When I asked for a to go plate they handed me a paper bowl that would fit a scoop of ice cream. When I told them I couldn't fit my omelette in there, they said restaurant food was not meant to go & that I could just order room service. The same Room service that can't get food to you warm in under an hour? Getting our rooms cleaned was a constant battle throughout the stay not just for us but for other rooms in our party. On the first day after trying to stay in to 10am, we asked 2 floor staff & the front desk to clean the rooms. This did not get done. We called again at 5pm and 8pm and 10pm but only 1 room out of our 3 room group were cleaned. These doors were all near each other. The halls are filthy. Staff randomly walk by used cups, plates, trays, towels on the floor, stairs, lawns and don't pick them up. We're pretty sure one used cup sat on a hall ledge for 3 days. The food is mediocre and flavorless. Some people write about over pouring or under pouring but I didn't find that to be the case. What everyone says about check-in is so true. From waiting for the shuttle to waiting to check-in you might lose half your first day. Of course, this could be reduced if they took all this people ready to sell you a membership package & put them behind the check-in desk. Check out. The line is as long & inefficent as check-in. After check out someone accosts you with a tablet saying you have to check out with them too. If check out can be done on a tablet why wait in line & do it twice? I'm never coming back and would urge you to consider these reviews.

***!!DO NOT BOOK WITH THIS COMPANY IF YOU HAVE AUTISTIC OR MINOR CHILDREN TRAVELING WITH YOU!!*** We booked our entire stay for one price by calling Palace Resorts so that we could bring our children, two minors and our autistic son, and be in rooms next to each other. We were told on the phone that having rooms next to each other would not be an issue. We arrived in Cancun, the check in desk says immediately that there are no two rooms available next to each other or even in the entire resort with two in the same building. The only way we would be allowed to have rooms next to each other was to spend $1000 USD more so we could be near our autistic son and minor daughter. Then, at 11pm, our room flooded and all we were offered was another defective room that was not next to our children and $240 --that was after we asked for more than two free massages. We didn't even get help to move bags, friends from another building came to help. This company is masterful in providing the most elaborate run-around I have ever experienced. You will never talk to the same person twice, and they will only tell you "we understand", and "I will look into it". You will not hear from them. I have never had a service company lie like this company. The "Public Relations" department won't even say what happened in our room and want us to sign a release that states we will never say anything bad about them. See attached. GO WITH IBEROSTAR......we used to use them, but some friends said we should give Moon Palace a shot. It's almost inhumane the level of inconsideration and disrespect we endured. SIDE NOTE: Where water shoes in the pools. As the pools are very old, the old tiles have broken and become sharp. I cut my toe (not badly) the last day in the pool with my youngest son on broken tile. I'm not the only one this happened to.

DO NOT SPEND YOUR MONEY HERE! IF I COULD RATE THIS A ZERO I WOULD! Spent $30,000 for my entire family and it has been the most unorganized and horrible experience we have ever had. Absolutely not worth the money. The front desk knows nothing about check-in or about the resort. They way over packed the resort. It is completely full with not enough workers to compensate for all of the guests. They say you can only make dinner reservations once you're on the property, and we got here. NOTHING. No reservations any of the days we are here and they are already booked. We have been having to pay off hostesses to let us eat. The food is DISGUSTING. Absolutely gross. Because it is all-inclusive, they don't care about the quality of the food or drinks. One of our rooms had mosquitoes everywhere and my sisters are bit from head-to-toe. We called to see if they could do something about it and they never came and fixed it. My sisters haven't slept in 2 days and yet we spent this kind of money on the worst vacation we have ever taken. The management is so busy they won't even talk to us and compensate for anything. Even if they were available, they would do nothing either way. They don't know anything and should not be in management positions. Every family we have talked to on the resort has also had a same experience and we are all just trying to make the best of it. We have looked up flights to go home early. We still have 2 days here. Wish us luck. Update: All of our rooms flooded and the trip kept getting worse.

Frustrated!!! Currently staying at Sunrise location with friends and beyond frustrated with things. Our reservation included $500 resort credit & 2 complimentary rounds of golf per room. I have 2 rooms & $0 in resort credits & 0 rounds of complimentary golf. We have a reservation for golf on 3/5/24 that we have tried to cancel bc our credits & complimentary golf have not been applied and can't get anyone to cancel the reservation or explain why we don't have these things. I left our group dinner tonight early because I was told I had to be at the Sunrise Lobby by 10 pm to straighten it out with them. I arrived at 9 pm and nobody could assist because they left at 7 pm. Proceeded to go visit with "Public Relations" with zero luck. The gentleman asked why I thought I should receive these credits & golf. I showed him my reservation with the proof and he still was unable to assist. I advised him that a chargeback would be filed if things were not corrected because this was false advertising. I personally have spent $10,985 combined for 2 rooms for 7 days and I expect more than this. I'm hoping things get corrected asap because I am tired of wasting my vacation trying to get in touch with staff on things that I paid for. I also spent much of my afternoon with concierge trying to solve things with no avail. Rooms that have not been given the items we paid for: 3340 is due $500 credit & 2 rounds of golf 3342 is due $500 credit & 2 rounds of golf 5501 is due $500 credit & 2 rounds of golf 7400 is due $500 credit & 2 rounds of golf 5500 is due $500 credit & 2 rounds of golf On top of this golf reservations on 3/5 & 3/7 should be canceled with no charge because of this fiasco. We have been unable to get assistance. Update on 3/5/2024 been getting the run around with nobody able to assist. Currently in the process of filing a chargeback with my credit card for $10,985 the whole amount because services we paid for are not being applied and can't get anyone to assist. I've never been this furious during a vacation - it's robbery. Update 3:30 pm March 5 - still zero response from resort. Update 4:47 pm March 5 made a visit to front desk at Sunrise, they tossed me to Public Relations. Public Relations getting no where. BUYER BE WARE!!!!!! You book a package and don't receive what you paid for or what's on your reservation. I've spent hours & hours of my vacation with scam artists. 5:16 pm March 5 sent to public relations - 29 minutes of no results. Burning sunlight.

We just returned from our Dave Matthews & Tim Reynolds vacation at Moon Palace in Cancun. We are still in awe of our experience, the concerts were mind blowing, simply amazing! With guests Jason Isbell and the 400 Unit, Mavis Staples, the Lone Bellows. There are 3 resorts in 1, sunrise, Nizuc, and the grand. If you stay at the grand you can go anywhere if you stay at Sunrise or Nizuc you can not go to the grand but you can pay for a day trip. Honestly Sunrise and Nizuc are amazing and you do not need to venture to the Grand in our opinion. A lot of restaurant and buffet options, our favorite was Agra for authentic Indian. I really don't have a negative thing to say other than we wanted to golf and they kept trying to sell us other things, because we were there for the concerts we were limited on time to golf so that didn't happen. If I had to do it over I would have booked before we arrived.

My wife and I just tried leaving to board our prepaid shuttle bus to the airport, and the front desk claimed we owed $25 for a no-show fee at a restaurant which we ate at, at our scheduled reservation time! They asked if we had proof lol, and we Do!! We have pictures with timestamps!!! The front desk told us we had to speak to "public relations", a hike from the front desk. It seemed obvious their scam was on. The public relations agent spent a while on the phone and then said they have no record of us at the restaurant lol. We showed her the pictures and timestamps. She didn't care. This should make it obvious that Moon Palace in Cancun targets guests. We wound up missing our shuttle and had to pay for a cab! We also had to pay the $25 or they wouldn't let us leave. I recorded the conversation with the public relations person when this started to smell like a scam. AMERICANS SHOULD AVOID MOON PALACE IN CANCUN!

I'm currently in Nizuc now and it's cool, I like it. You don't have to walk much if you don't want because there's transportation every 5 minutes. The buffets are good. The vibes are also nice out here. -Agent Ochoa

It's a scam. they'll book you for a oceanfront room then they won't give you the room or your money back but they will give you something called hotel credits, and the hotel credits have to be used at the hotel and they won't let you use the hotel credits so you essentially lose 100s of dollars. This place is huge now imagine that with the 10,000 guests they receive a year. What is 10,000×500? This scam pulls in $5 million a year for the moon Palace hotel resort. If I wasn't scammed at this hotel, I would give it a five star rating but due to the scam I'm going to give it a one star and I want my money back. I will make sure to post this on every review site I encounter.

Time we have to relaxed from the jobs make (a rule or restriction) less strict while not abolishing it.

The pictures online look amazing. It's not. The buildings are old and not kept up well; the jacuzzi tub in the room is basically calcified or at least I hope that's what the gunk is; there is an awful smell around the property; and the amenities you see available to order disappear when you're onsite- like aromatherapy pillows. The beach at the resort is not the beautiful clear blue typical of the hotel zone in Cancun, but rather resembles the muddy Mississippi coast. The drinks are watered down, but I'm not much of a drinker. On the better side, the staff seems friendly; the pool area is nice; and the one restaurant we ate at so far had decent food.