Clean resort. Restrooms are very clean. Activities avaible for kids and a playroom. Pools are clean and spacious. Food was great except at the buffet. Room service also avaible via an app which is very useful!! Also any room amenities can be requested through the app. Scheduled breakfast was a life saver for us. Octavio from guest services was extremely helpful In answering all of our questions. Overall: would return during low season. Best restaurants: Agra, the grill, gondola If you get a chance for a day pass at the grand, it’s a must try!
We have been going to Cancun / Moon Palace for vacation since 1995. and for the past 20 + years we have chosen the MOON PALACE SUNRISE. This resort is just perfect in all aspects and WILL NOT disappoint. MOON PALACE SUNRISE is an All Inclusive Resort and is part of a larger Resort Complex called Moon Palace Cancun, which also includes Moon Palace Nizuc, Moon Palace Grand, and the Moon Palace Golf/Spa Complex and its all located a very short ride (about 15 minutes) from the Cancun International Airport. The hotel accommodations (whether you choose presidential Suite or Regular Room) are very luxurious, stylish, roomy and comfortable. Every room has great views of either the beach, or the pools, or the inner garden areas. Every room also has a large jacuzzi, and a fully stocked fridge (water, soft drinks, and beer), and there is also an alcohol dispenser cabinet which usually has 3 types of alcoholic drinks. 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 management (like Ms. Ana Martha Mejia who is very kind and welcoming, and will treat you like a family).The nightly entertainment is just great, with a variety of nightly shows for all week. There is also daytime entertainment in the pool area. There is also a full scale Spa in every resort as well as a very luxurious Spa at the Golf course area. 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. I could go on and on about how great these resorts and the staff are, but I believe everyone should see and experience it all on their own. I WOULD LIKE TO THANK THE FOLLOWING INDIVIDUALS FOR MAKING OUR VACATION VERY COMFORTABLE AND ENJOYABLE. The young lady that was working at the Elite check-in desk on 09/09/2022 late afternoon. Gondola Restaurant: Food choices were great, with a very clean environment. Every one was great. The Manager; Ana Martha Mejia is very kind, welcoming, professional and runs a very orderly and friendly restaurant. The Hostesses; Alma, Yozune, and Enery. The Servers; Antonio Chi, Edy Moreno, Eduardo Currillo, Irvin Ek. Bugambilias Restaurant: Food choices were great, with a very clean environment. Every one was great. The Hostesses; Ana Ortiz, Alma Ariet, Yozune Flores, Osmara, and Omar. The Servers; Alfredo, Ruby, Juventino, Adrian, and Ingrid. The Lobby Bar: The atmosphere was very nice and comfortable. Choice of certain alcoholic drinks (Top Shelf) was limited. The Live Music had variety and tasteful. The Servers; Maria Cano, and Frida Galicia were very kind, welcoming and attentive. The Spa: The ladies who gave us massage, Gaby and Vigueras were very professional and kind. The Bellboy staff: Everyone was kind and welcoming, specially; Ricardo Sierra Antonio. The Maid Service (Room # 3117): Everyone of the ladies who attended to our room and kept it very clean and organized was very kind, professional, and attentive. THANK YOU! (Sorry that I did not ask for their names). THANK YOU, Everyone who made our stay very pleasant and comfortable, AS ALWAYS. THANK YOU.…
Beware of bed bugs, we booked 6nights and 2 fam members got bitten badly. We reported it after the 3rd day since we wanted to give the hotel the benefit of doubt. Their public relations employee Christian became defensive and stated "there is no such thing as bed bug in cancun". All we got was a run a round & in the end just settled on a change of room since we preferred to not ruin a big fam reunion. Google hid my review but I have seen a couple of reviews that got through, just search bed bugs in their reviews section.
Having just returned from 14 nights in nizuc people who class this hotel a 5 star have obviously never been to a real 5 star resort. As soon as you walk in door they pounce on you trying to sell time share even after telling them not intrested the still rang my room every day still trying to sell it .you are a second class citizen if you don’t have vip or black band food in buffet poor restaurant are good but ones you need to have reservations in half time no reservations available even though they are half full this is due to some bands being able to book at anytime food from pool bars always cold drinks from pool bar rubbish and beach and sea awful
Fantastic service thank you Janvier/Carlos our butlers from moon Palace Cancun Excellent customer service means going beyond customer's basic needs. It involves much more than providing support in a timely and pleasant manner. More importantly, it means doing everything possible so your customers are not merely satisfied.
Just returned from the most amazing and relaxing 2 weeks holiday at Moon Palace Nizuc with my partner. From start to finish it was a dream. The app was so useful and never had an issue with it used it everyday for various things and was a great was of tracking your bill. Food was amazing and had plenty of options with the various different restaurants, we didn’t get chance to try all but the ones we did were lovely especially the Italian at sunrise. My partner especially enjoyed the breakfast and the omelettes. Pools and sun beds were nicely laid out and had areas for everyone. Pools were clean apart from mid day there seemed to be a area were dirt gathered at the main pool in the bottom right corner when facing the beach but the pool maintenance were always around checking and clearing the areas when they got like this so it wasn’t a problem at all and easily avoidable. Rooms were clean and spacious couldn’t fault the room it’s self at all. Bed and pillows were so soft and comfy, fridge and water was restocked daily, maids re stocked towels and made the bed and generally cleaned the room to a high standard everyday, TV had a good amount of channels on, hairdryer and even hair straighteners provided as well as iron and ironing board and safe which we only have a problem with once but this was resolved by maintenance within 15 minutes of notifying them. I’ve noticed some reviews saying they need updating but I don’t feel like this is needed at all, we stayed in room 7217 and I thought it was classy and luxurious. Only thing I would mention is that the water pressure in the showers could be improved and the balcony is rather small. But these are things are very minor. The staff were AMAZING, tip or not they were always happy to help, so friendly and kind. I’ve never experienced a hotel where every staff member you come across are friendly, always saying hello and always wanting to help it really made the trip for me. The staff are truly a credit to the hotel. Especially Alejendro at the pool, so attentive, kind and VERY hard working. I also enjoyed water spinning class with Isaac he is such a lovely person and clearly very passionate. The whole of the entertainment team were amazing at nizuc not to mention all amazing dancers! I loved Victors guacamole class, Victor is a credit to moon palace you can tell he loves his job especially when you see him with the ice cream cart dancing he was amazing. I loved my stay at Moon Palace Nizuc it was everything I expected and more and I will definitely be returning in the future!…
My family and friends decided to visit this resort after reading so many good reviews about it. To our surprise, the resort was not providing too many outdoor activities for the kids. We couldn't find even one good resturant with decent food. Not very clean either, especially the hallways leading to rooms. The beach was completely useless and the water was dirty. It was a relatively expensive trip so my advice is to use it either for a better resort in Mexico, or even Cuba or Dominican.
We always have great time in Palace resorts Wonderful service. Special thanks for exceptional service to staff in Nizuc: diamond concierge Rocio, bartender at lobby bar Guadalupe. We won't be disappoint.
We arrived in Cancun for our honeymoon (we did NOT book Moon Palace). As we got our bags and made it through customs there were lots of people from Moon Palace who told us we had to speak with them. A friendly woman acted as if she was going to help us find our taxi. She asked a lot of questions and told us that she wanted to offer us a day pass to Moon Palace as it was a Mexican hotel and they wanted to promote their economy. She offered us a free taxi to and from our hotel, all inclusive day pass and a couples massage. All she needed was a US$50 deposit that would be refunded on arrival at the resort. She explained that she wanted us to go and love the hotel so that the next time we would choose them and even if we didn't come back, by us taking pictures and posting on social media we would help get their hotel known. We agreed. She sent us a Whatsapp every day reminding us of the day pass and so we went. Before you are allowed to redeem any of the offers you are told to listen to a 1 and a half hour presentation/tour of the property. We were registered and then went off with a Gentleman who took us around and even took us for lunch in a mediocre buffet restaurant. From there you are taken to the Palace Suite building where it was one person after another (4 in total) trying to convince you to purchase a membership. They were extremely pushy, trying every trick to get you to purchase. The price started at around US$2,000 and even dropped as low as US$20 to secure a booking. I had read some horror stories online before going about people who had purchased and so that was never going to happen. But they still would not let us leave. Over 2 and a half hours later (other people i spoke with were there for more than 4 hours even with their children) we managed to get out. Because we had not agreed to the membership, no one took us back to the lobby or told us what to do next. We were treated terribly and as if we didn't matter immediately. We did eventually get everything we were promised but it took another hour or so. We left our hotel at 10am and didn't get through with the offers until 3.30pm. We did get the all inclusive pass and the massages and even the taxi home. They did refund the initial US$50 but there were many times we felt like giving up because it was so stressful. I would rather pay for the day pass and enjoy the entire day, I feel like we lost 1 day of our vacation and would NOT recommend to anyone.…
Ok so we are still here on holiday and having an amazing time. Need to give a real shout out to Alejandro who works in the Goof Club Trattoria, kindest gentle waiter ever… superb service ina superb restaurant in a superb resort!! That’s an accolade!