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Recent guest reviews

Wonderful place to stay , the staff is super friendly, the areas are clean and the restaurants are amazing!

Love it ! Had a wonderful time with the family

We will never stay at the Moon Palace Sunrise or any other resort on the property ever again. The overwhelming stench of raw sewage emanating from the beach was strong enough to make us nauseous. The fact the the beach was unusable and disgusting was extremely disappointing. We were told the problem was seaweed due to the storm; however, several customers mentioned that the beach was unusable long before the storm. This information should have been provided. We would not have wasted our hard earned money on this trip. We will never return to the Moon Palace again. All they did was attempt to sell us an upgrade to the Moon Palace Grand and at a much higher rate than was listed when we booked the trip. Several families who stayed at the Moon Palace Grand also expressed how disappointed they were with the food and overall stay, not to mention there was only one pool for adults only and the water park was much smaller than it appeared. These families had to travel to the Moon Palace Sunrise just to allow their children access to a pool. When we declined the offer to upgrade to the Grand, we were sent to a room far away from the pools and restaurants with a broken toilet. The room was also near the worst smelling area of the beach, which meant that the smell of raw sewage filled even the air inside. We spent less than 5 minutes in the room (Toronja) before demanding something better. It took 5 hours to be moved; time we spent at the pool, where the stench of raw sew

The property at Moon Palace resort sunrise was excellent cleanliness was fantastic and the service was unbelievable

It is really well maintained, its clean,smells good

Service was great with every single encounter that we had but all of them the hotel is beautiful and we had a great vacation

My son was sick during stayed there, Front desk staff " Laura" helped us with ordering my son's medicine. She has an amazing professional service mind and we received medicine when we get back to the room after dinner. I surprise her service.

around the hotel has very bad smell, sea it is not at picture, bad transfer for airport.

The service was excellent! At every meal we had two waiters taking care of our table. The pool service was amazing and there was always someone asking if you want a drink/ anything. The rooms were small and the beds were size full. For a family of 4- the standard room was pretty cramped. The beach was not usable.

Room service was too slow. Took more than an hour to deliver food. Waited 2hrs for the bellboy to bring luggage to the room(a waist of time) on the last night a/c was down. Didn’t want to change our room and didn’t even bother to give a discount for that night.

Speechless. More than we can imagine

great

We have stayed at Moon Palace properties in the past and are always so happy with the amenities and level of service, and this time was no different. The food quality and choices though has declined since the last time we were there a few years ago. The only complaint we have is we booked an adventure package with the hotel, and were left waiting for one hour as the staff never told the adventure company to pick us up. This property is beautiful, and if the weather is great, is the perfect place to be. But, the beach is not great as it is overrun with seaweed. Thankfully, there are many other amenities to keep everyone entertained. Will definitely stay at a Moon Palace property again.

Loved the rooms, views ans upgrade. Great staff. However, since it is auch a hugeee place whenever you need something done like room serive or a bell boy to pick you up they take forever. This resort is huge and every time we needed to go to lunch or dinner we had to walk all the way to the lobby. The carts are supposed to be running around taking people but we walked most of the time since they were always full.

The place is great and the staff is very friendly and courteous. However, their air conditioning system is not the best. If you like to sleep in a cold room under a thick comforter this is not the place to do it. We request the termostat to be check and they even switched us to another room but the same issue so i thinks a cool room is what they have to offer. I would come back a million times, love the place!

This place is so pretty and the workers went above and beyond to make the stay great! I regret not staying longer! I used the all inclusive option and all the food was so good I tried all the restaurants but the Asian ones bc of time. The only thing is room service food wasn’t the great tbh. The club and drinks were good as well make sure u ask for the brand of alcohol u want if not they will give u the cheap stuff lol

Everything is kind of to far. The facility has a roof leek every where

Everything was great

Beautiful property...gorgeous. Endless pools with views of the ocean. Great service and truly felt taken care of. Definitely a family orientated resort - highly recommend!

Carretera Federal 307 Cancun QROO

Hotel highlights

  • Free buffet breakfast
  • Free WiFi in rooms and public areas
  • Free valet and self parking
  • Onsite dining

Located within a leisurely stroll of Costa Occidental de Isla Mujeres National Park, Moon Palace Cancún - All Inclusive is within a few miles (5 km) of Xoximilco. This 2036-room, 4.5-star property has 6 outdoor pools along with indoor private spa tubs and 16 restaurants.


Dining

Free buffet breakfast is included with your stay and awaits you each morning from 6:30 AM to 11:30 AM. Relish the Asian cuisine at Momo, one of 16 onsite restaurants. Order from 24-hour room service to satisfy your hunger without leaving your room, get a quick pick-me-up at the 2 coffee shops/cafés, and mingle with other guests at the free daily manager's reception.


Rooms

The 2036 rooms are air-conditioned and have an array of amenities, including indoor private spa tubs, balconies, and minibars. 47-inch Smart TVs come with satellite channels and pay movies, and guests can stay connected with free WiFi. Bathrooms offer hair dryers, free toiletries, bathrobes, and slippers. Coffee makers, free long-distance calls, and free local calls are also available.


Property features

Moon Palace Cancún - All Inclusive features a golf course, a marina, and a full-service spa. Free valet and self parking are available, and there's also an airport shuttle. The 24-hour front desk has multilingual staff ready to assist with access to locker space, dry cleaning/laundry, and tours or tickets. Other amenities at this all-inclusive property include 6 outdoor pools, a nightclub, and karaoke.

Room options

Honeymoon Suite, Flex Cancellation options

1 King Bed | Sleeps 2

Family Room, 2 Bedrooms, Kids & Teens Free + Flex cancellation options

1 King Bed and 2 Double Beds | Sleeps 6

Junior Suite Golf Course view, Flex cancellation options

1 King Bed | Sleeps 2

Deluxe Room, Ocean View, Kids & Teens Free + Flex cancellation options

2 Double Beds | 1 King Bed | Sleeps 4

Guest reviews for Moon Palace Cancún - All Inclusive

Everyone (18) Couples (7) Family (21)
5
Family with small children

Wonderful place to stay , the staff is super friendly, the areas are clean and the restaurants are amazing!

By on Sep 9, 2021

Review comment responded on Sep 10, 2021

Thank you for staying with us Anabelle, We are pleased to know that your overall stay was great and that you found Moon Palace to be a really nice resort to enjoy a relaxing vacation. We receive your comments with gratitude and look forward to your next visit. Kind regards.

5
Family Family with small children

Love it ! Had a wonderful time with the family

By on Sep 4, 2021

Review comment responded on Sep 6, 2021

Dear Candybelle, Thank you very much for choosing us. We are very happy to learn that you had a pleasant stay with us and hope to welcome your family again soon. Best regards.

1
Family with small children

We will never stay at the Moon Palace Sunrise or any other resort on the property ever again. The overwhelming stench of raw sewage emanating from the beach was strong enough to make us nauseous. The fact the the beach was unusable and disgusting was extremely disappointing. We were told the problem was seaweed due to the storm; however, several customers mentioned that the beach was unusable long before the storm. This information should have been provided. We would not have wasted our hard earned money on this trip. We will never return to the Moon Palace again. All they did was attempt to sell us an upgrade to the Moon Palace Grand and at a much higher rate than was listed when we booked the trip. Several families who stayed at the Moon Palace Grand also expressed how disappointed they were with the food and overall stay, not to mention there was only one pool for adults only and the water park was much smaller than it appeared. These families had to travel to the Moon Palace Sunrise just to allow their children access to a pool. When we declined the offer to upgrade to the Grand, we were sent to a room far away from the pools and restaurants with a broken toilet. The room was also near the worst smelling area of the beach, which meant that the smell of raw sewage filled even the air inside. We spent less than 5 minutes in the room (Toronja) before demanding something better. It took 5 hours to be moved; time we spent at the pool, where the stench of raw sew

By on Aug 30, 2021

Review comment responded on Sep 3, 2021

Dear Erica, We sincerely regret to know that your experience was not as positive as expected. Because Moon Palace is located off a reef, the beach is different from the typical beaches in Cancun. Please note that daily maintenance is performed on our beach. Rest assured that your feedback has been deeply revised, and shared with the areas involved to make adequate adjustments. We hope to welcome you again to regain your trust and enhance your perception of us. Cordially,

5
Partner Couples

The property at Moon Palace resort sunrise was excellent cleanliness was fantastic and the service was unbelievable

By , from East Stroudsburg on Aug 23, 2021

Review comment responded on Aug 25, 2021

Dear Guest, Thank you so much for writing such a wonderful review. We look forward to welcoming you back in the near future! Cordially,

5
Family with small children

It is really well maintained, its clean,smells good

By on Aug 17, 2021

Review comment responded on Aug 17, 2021

Dear guest; We thank you for choosing us, rest assured that your comments are very important to us. Look forward to having you back. Best regards,

5
Family

Service was great with every single encounter that we had but all of them the hotel is beautiful and we had a great vacation

By on Aug 3, 2021

Review comment responded on Aug 3, 2021

Dear guest, Thank you for choosing us as your holiday destination. We appreciate your positive comments and hope we can continue to create memorable experiences for you in future visits. Kind regards.

5
Family

My son was sick during stayed there, Front desk staff " Laura" helped us with ordering my son's medicine. She has an amazing professional service mind and we received medicine when we get back to the room after dinner. I surprise her service.

By on Jul 27, 2021

Review comment responded on Jul 27, 2021

Dear guest, Thank you for taking the time to express your comments with us. We are pleased to know what your overall stay was great and hope your son is in good spirits and health. It is great to know that the correct execution of our staff made your stay more accommodating. We look forward to your return,

1
Family with small children

around the hotel has very bad smell, sea it is not at picture, bad transfer for airport.

By on Jul 26, 2021

Review comment responded on Jul 28, 2021

Dear guest, Thank you for giving us the opportunity to host you and sharing your feedback with us. We had revised your observations regarding the transportation and share them with the proper area to improve in this matter, and concerning our beach area; we would like to mention that we have constant cleaning process performed however the amount of seaweed is a seasonal and natural phenomena, we regret if it affected you.

4
Family Family with small children

The service was excellent! At every meal we had two waiters taking care of our table. The pool service was amazing and there was always someone asking if you want a drink/ anything. The rooms were small and the beds were size full. For a family of 4- the standard room was pretty cramped. The beach was not usable.

By on Jul 25, 2021

Review comment responded on Jul 26, 2021

Dear guest, Thank you very much for staying at Moon Palace, we feel much honored to learn that your overall experience was positive. We regret to learn the room facilities and beach did not meet your expectations and hope we can receive you again to provide an enhanced experience. Best regards.

2
Family

Room service was too slow. Took more than an hour to deliver food. Waited 2hrs for the bellboy to bring luggage to the room(a waist of time) on the last night a/c was down. Didn’t want to change our room and didn’t even bother to give a discount for that night.

By on Jul 14, 2021

Review comment responded on Jul 16, 2021

Dear Guest, Thank you for taking the to share your kind comments with us. We truly regret to read we didn’t exceed your expectations. Nevertheless, we thank you very much for your kind feedback. Rest assured that we will continue to work hard to improve our services and always exceed your expectations. We truly hope to have the opportunity to welcome you again soon to enhance your vacation experience. Best regards.

Moon Palace Cancún - All Inclusive

Carretera Federal 307, Cancun, QROO 77500
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