Overall Ratings & Reviews Moon Palace Cancun - All Inclusive

The quality of The Grand was very impressive.

Great

Personnel there were extremely pushy attempting to sell the company’s excursions, expensive beauty and spa treatments. Upon arrival and upon departing… I was constantly harassed at both ends. The food quality was way below standards. I preferred using in room dining where the food quality surpassed that of the restaurants. I understand that it is their job to try to sell their brand, but I am sure I was not the only person that felt so targeted. I went there to relax but received the opposite. I will never return to any of your properties. They should allow the guest to approach any services they desire to obtain.

Horrible service.

If you're considering staying at Moon Palace Sunrise, be aware that their sales team can be quite aggressive in selling their memberships. When we visited, they took us on a tour of the Grand and promised breakfast and a free day pass, but it was a total waste of time. The catch? We had to sit through a grueling presentation that lasted over 90 minutes. If we'd known about the lengthy presentation, we would have declined the tour altogether. It ended up taking up half of our day. On a more positive note, the staff at the Sunrise location were friendly, but the sales team's behavior was a major letdown. The food was hit-or-miss, and the pool could have been cleaner. The resort's size can be overwhelming, and the beach had a lot of seaweed, which made it smell unpleasant. Overall, it was a mixed experience. Don’t think we will come back.

This was really nice, and one of the biggest resort I ever visited. My family had a ball!

The grounds were very pretty however, everything took forever to accomplish. We checked in and the bathroom floor had hairs in it and the phone in the bathroom had pubic hairs on it. Disgusting. I called and they came to clean it up. The next morning, the bugs were all over. Every single day we had not one but several bugs in our room. Then to have dinner you need to make reservations and the reservations are not available for days out, only 2 days ahead. By the time we would get around to making a reservation everything was taken. We finally got a dinner reservation for 6pm when the restaurant pier 8, opened. We sat down and ordered however our food took way over an hour to come, my kids were starving. My husband had to get up and go to the bar to get his own drink. I got up and left after an hour of waiting for our food. Terrible service. Walked in to the buffet and got seated and food right away. The beaches at the resort were disgusting, and smelled too. You could not get in the water. Overall, I would not go back.

Will not be back.

Everything was good except when they gave us a day pass for The grand but didn’t tell us about the 90mins presentation. If we would have known I would have not wasted half my day to get a day pass. We told them we don’t want the membership but the staff was rude and they didn’t want to take use back to sunrise. I will not be back to moon palace anytime soon. Other Cancún resort doesnt try to sell us stuff. With that being said we will not be back here.

Great resort for kids! Always something to do, and great food

El lugar está perfecto, la atención que te brindan igual, los restaurantes, bebidas, todo excelente, lo único que quizá no, el mar estaba horrible y con mal olor, y que los edificios, elevadores no corresponden a un 4 diamantes, están algo viejos y los elevadores sin aire

A great vacation place

The property is nice, a little bit dated and needs more maintenance. The pools need a lot of maintenance. Service personal are nice. Food and restaurant options are a 4 star. Liquor option I would give a 2 star rating. I hated the fact that from the moment you walk in the lobby, there are 20 desk selling you time share... it is disgusting and disgraceful to go on vacation and been lied an push into buying from day one to the day you are checking-out. Even at check-out you get ambushed in the second floor.

Your timeshare host Noemi lied to all of us and wasted an entire family day for us

We stayed at Moon Palace Cancún ( Sunrise). They also have Grand and Nizue next to each other. Out of three resorts we had experience with Grand and Sunrise. I would recommend Grand which bigger than other two resorts and comes with higher cost. We liked the food at Rivera Maya, habibi and pizza at Grand Tavola . My one recommendation is improve the quality of the fries and wings at poolside.

I love it

The stay was nice! The pools are beautiful. The option to have all inclusive was great with kids. The food was decent not too bad for hotel. The only downside is don’t go on the tour of the grand they will try to rip you off and get mad that they didn’t. They are very very push and assertive in trying to sell any thing they can. It left a bad taste in the mouth. Would I go back maybe!

The staff in each location changed daily. All were polite and helpful but not engaged. The Indian restaurant would not accept our reservation because they only had tables for four not two, I wouldn’t call that all inclusive. Despite staying for 8 days wouldn’t give me free transportation from/to airport as I booked through Expedia. Many other aggravating circumstances would not go back.

Great facilities and attention but we wished they mentioned that if you are not in the grand you don’t get access to the water park without paying or going to a breakfast sales, also in this part of Cancun you can’t have the clear blue ocean and smells bad. Next time we will make sure to study the right side of the beach to enjoy it at the hotel we pick.

Awsome experience