Moon Palace Cancun

168himanis wrote a review October 2025

Great All Inclusive!

My stay at the Moon Palace Sunrise in October 2025 was wonderful. It’s an all inclusive resort so I wasn’t expecting the best food or service, but both were great! I planned the vacation for a large group (22 people) and the guest relations desk helped me immensely with restaurant and spa reservations and other specialty items such as a birthday cake. The cake was so gorgeous! And Beatriz Guillen Solorzano was great to work with. She often got back to me immediately concerning my requests/questions. I will be retuning in the spring but will try the grand next time!

Date of Stay: October 2025

Traveler2011973 wrote a review October 2025
Milwaukee, Wisconsin

3-Hour Sales Trap, Inedible Food, Broken Promises

We’ve been loyal Moon Palace members for over 20 years — and this will absolutely be our last visit. The resort that once represented true luxury and hospitality has completely fallen apart.

We were promised resort credits for attending a 90-minute presentation. Instead, it turned into a 3-hour high-pressure sales trap with six different people (Liliana, Pascal, and several others) rotating through our room — despite assurances that it wouldn’t happen. The promised credits were never delivered, and when we followed up, they asked for a receipt that was never even provided. We’ve spent half our vacation trying to fix their mistakes instead of relaxing.

The rooms are lackluster, the beach is a disaster, and our room smells like fish. The food is inedible, room service is awful, and the entire experience feels more like a cruise ship upsell factory than a world-class resort.

What’s worse — it’s now abundantly clear that Moon Palace prioritizes guests based on how much money they’ve sunk into the company. Unless you’ve invested $1 million or more, you’re treated as second class. Those who’ve invested less than $650K are essentially invisible. In essence, their message is: the more you give us, the better your treatment — everyone else can wait.

Moon Palace has lost its shine, its soul, and its standards.
Do yourself a favor and RUN to another resort. This is not the Moon Palace of years past — it’s a corporate machine built to squeeze more money from loyal members while delivering less in return.

Date of Stay: October 2025

MorganF123 wrote a review October 2025

Amazing place.

Golf course had a lot of wildlife. Had a daypass to The Grand and it was fabulous. We stayed in Sunrise. Plenty of options for activities and food. Food was great! Jesus Torres helped us make all our dinner reservations, extra towels, bookings, etc. He was a huge help. Definitely download their app. Atmosphere was great. Noise wasn't bad anywhere. It was not overly crowded. Our almost 3 year old had a great time at the splash pads, pools, and playplaces. The playplace in Sunrise was huge! Our room was cleaned daily. We will be back! Great value!

Date of Stay: October 2025

greigs676 wrote a review October 2025

Cancuns worst adventure!

How do I describe this mammoth concrete jungle?!.

Do you like fitness?.. great, the only functioning gym is a 30 minute walk or you can rely on the shuttles and take between 30-40 minutes!.. (great gym though)

Are you looking to lose weight?… perfect, after you have waited 25 minute for your main course you will be supplied with an albeit delicious but yet still the smallest chicken breast and 1 singular cherry tomato as a side!…. Mmmm…. So filling! (After asking for more they will assist you with a small portion of cold French fries so don’t panic)

Are your children a little tubby? perfect, ask for the pasta… they will receive 12 pieces of penne pasta as a main meal and then proceed to roll there eyes when your son asks for more!

Not to worry though, if you are still hungry you will be able to fill your tummy with a selection of Ants in your charming rustic room.

Like an adventure for the kids where they have to pretend they are sleeping rough or camping out?… perfect as they don’t actually supply any bedding for the children’s delightful roll out sofa bed, the cardboard feel of the mattress really made it feel like they were genuinely roughing it. (Don’t get me wrong, they will eventually deliver some bedding at 11 at night so you can wake your kids up and have to get them to sleep again…. And who doesn’t love doing that)

Thought about taking the kids to waterpark?… well, after your 30-40 minute adventure to get there you I really hope you enjoy extreme heat as there are no actual pools with in about 10 minute walk for the adults to jump in and cool down, it’s great though so you get to practice arguing in public with your children why they have to leave the 1 thing they enjoy just so you can cool down for 30 seconds!…

Don’t go thinking you will be able to get loads of pictures to remember this big adventure as in your “superior governer suite” you get 1 functioning plug socket to charge all your devices, and given all activities for the kids are 30 minutes apart sadly the iPads took priority, naughty parents)

Like the smell of human feces everywhere you go?.. don’t worry, these guys have got it covered!

Really got to finish it off with a bang as the bell boy was booked to collect us and our bags for our exit but was only there to take our bags… was great though, get to have another 20 minute walk with 2 tired children in the heat to go an checkout!… yaaaaaay….. more exercise!

Best thing about the Moon Palace Cancun?…. When you book a taxi to leave it arrives in about 3 minutes so you can get out there as soon as possible!

Despite all this a refund if you leave early and got to a proper hotel a refund is not available which is sad so you have to go through thw trouble of contacting your credit card provider to get your money back, all very exhausting but I will say it’s character building and it’s a great place to test your relationship with your entire family!

Enjoy your trip,

Greig

Date of Stay: October 2025

robynwU3367OR wrote a review October 2025

My birthday trip

I had an amazing time for my birthday at the resort but the time Yami and Tessa take to do the activities was heart warming. Thank you for all you do for all these families on vacation!

I just wished that the water pressure and the hotness of the water was improved. Also I wished the room service food was better but I did have a delicious time at the pier 8 restaurant and enjoying the other restaurants at Nisuc.

Date of Stay: October 2025

johnnewman67 wrote a review October 2025

El Manglar Restaurant Nizuc Moon Palace

To Bella ( Manager of El Manglar Restaurant Nizuc Moon Palace ).
We as a family would like to thank all your staff who made our vacation such a pleasure .
Your staff are always professional , courteous, and always engaging.We have been to all the restaurants on this vast resort many times over. and never have any of the other restaurants come close to the professionalism of your staff.
The greatest compliment we could give you, Bella, is that all the guests look happy and smiling as well as the staff , which in no small part is down to yourself .Congratulations, and please pass on our thoughts to all the wonderful staff who work alongside you .
Till we meet again
The Newman Family from Scotland

Date of Stay: October 2025

jamiepB3727VO wrote a review October 2025

Playroom

April at the playroom was absolutely amazing!! We loved getting out of the sun for a bit to visit the playroom with our baby. They had a specific area for babies to crawl around. Everyone staff there was so nice.

Date of Stay: October 2025

alfredo_inc wrote a review October 2025
Monterrey, Northern Mexico

I Love the food

Awesome experience and delicious food, cheers to chef Emmanuel from the omelette station, outstanding service and hospitality

Date of Stay: October 2025

VladB982 wrote a review October 2025

Amazing golf lesson!

Loved our stay at moon palace. A highlight for my friends and I were taking a golf lesson with one of the resident pros, Adan. What an awesome teacher! Never thought I'd improve so much in so little time. When I head back, I know what I'm doing!

Date of Stay: October 2025

Tour08615405188 wrote a review October 2025
Birmingham, West Midlands, England

Lovley workers.

Workers here were the most kindest people I’ve ever met. Everyone is so welcoming and friendly. They make this place even better.

Date of Stay: October 2025

Getaway41145375640 wrote a review November 2025

5 out of 10. Not worth the price compared to barcelo.

For the price not worth it honestly. Arrival yesterday, smooth check in, room is clean. Not enough plugs so you'll want to bring a multi plug adapter and long charging cords for you phone etc.
Staff is good so far, drinks are a good as any other resort on this side of Mexico.

Overall the resort is clean but there is repairs needed just like all the other resorts so do not expect zero issues.

If you are coming for the pool. It is big however I'd think at busy season it would be crowded. Los of loungers, no race for loungers today I got to the pool at 9am and it was empty. Usual hotel change our today so I'll update as the next 10 days go by.

If you are coming for the beach.
Don't do it! It is terrible!!!!!!!
It is the absolute worst beach i have been to in cancun and the Riviera maya.
I'm on the sunrise side and you would have to walk through several feet of sargassum to reach the water.
The beaches at barcelo, riu, bahia principe are far superior.
Note that all hotels in this side of Mexico do their best to deal with sargassum and there is a lot and is overwhelming for all resorts. However the other resorts just have far superior swimming beaches. The barcello are great for snorkeling. Lots of sea life to see even in the shallows for little ones. Same for the bahia principes.

Not the resort for families. Night time lacks for families. All you have is the lobby bar. Compared to barcelo it is very poor. No sports pubs or anything else that kids can go into.
Night time entertainment is a mix of outside and a theater.
Compared to barcelo, bahia where they have amphitheater that are under cover for night time shows.

I will update as my stay progresses.

Date of Stay: November 2025

chrisnJ5391VH wrote a review November 2025

Amazing Experience at Moon Palace - Especially the Boxing Training with Charly

I visited Moon Palace Cancun with my colleagues to celebrate qualifying for President’s Club, and the trip was incredible from start to finish.

One of the highlights for me was my boxing training session with Charly at the gym. He’s an exceptional coach - passionate, knowledgeable, and great at pushing you while keeping the energy high. It’s clear that Charly genuinely cares about helping guests improve, whether they’re beginners or experienced fighters.

I also want to give a big shoutout to Louis, who provided excellent service and support at the gym. He made sure everything ran smoothly and created a great atmosphere for training.

I’d love to see Moon Palace invest more resources into boxing - things like additional boxing bags or equipment would really elevate the experience. There’s definitely a strong interest from guests who want to stay active and train during their stay, and Charly has built a great foundation for that.

Overall, an amazing resort with world-class service, and I’ll definitely be back - hopefully to see an even stronger boxing setup next time!

Date of Stay: October 2025

LeeD2119 wrote a review November 2025
London, England

October half term holiday - 3 star not 5

We stayed in the Sunrise section of the resort which is next to Nizuc section where you can use facilities of both, but note these two places are 30 years old and segregated from Moon Palace “The Grand” the latter you can’t use the facilities or the water park which isn’t made that clear in the brochure.

The Sunrise is tired by virtue of its age and needs refurbishment, but is ok but not 5 star luxury anymore.

We are a family of 5 with all three kids under 8 and booked two room and emailed in advance Nd requested rooms next to each other. On arrival they said they maybe able to put us in the same block or same floor but not any nearer. I therefore had to pay £1,750 to upgrade to a family suite with interconnecting doors. The room was average and to find out the resort was half empty it was clear they could have put us next to each other but just wanted to rip us off for money.

We then requested to move rooms on day 4 of 11 due to some form of rodents in the riser and ceiling void making noise all through the night in our room. They moved us immediately and didn’t argue that one but there was no apology, no compensation or offering to appease us.

The buffet in Sunrise is good for breakfast but for lunch and dinner it’s very average and best to go to the Al a Carte restaurants which are all decent.

They will try and sell you a time share and catch you on arrival and try and get you along to a 90 minute presentation. Unless you are genuinely interested just say a stern no to this as we heard it’s a very hard sell and they get a bit nasty. We don’t do it but that doesn’t stop them calling the room, just don’t bother picking up any calls and they go away.

The sea is full of Sargassum seaweed and impossible to swim in and stinks therefore the Caribbean Sea and what you see in the brochure is not the reality and not mentioned at any point by anyone on arrival and all kept hush!

The kids club and all the girls that run it at Playtime and the Dreamary by the pool were amazing and made the holiday for us all. The bar staff and the staff generally were all friendly.

We had a nice time and the kids and adults
Enjoyed it, however, there was plenty of things not right and we would not recommend this resort or the specific hotel or this chain.

Date of Stay: October 2025

bantarousbich wrote a review November 2025
Canterbury, Kent, England

Outstanding Service

I really wanted to thank Pablo at the reception in Sunrise. He was amazing and provided top quality service as well as the bell boys at the resort. We got to our room last night after an 11 hour flight and sadly the room was located right by some on site machinery. Im a light sleeper and just knew i would get an awful nights sleep had we of stayed. We went back and Pablo was most apologetic and moved us right to the edge of Sunrise where it is nice and quiet. I can now truly enjoy my 10 nights here with blissfull sleep. Pablo is an asset to the resort and i hope he sees this. Furthermore, thank you to the bell boys who moved our luggage and was most imformative about the resort!
Thank you kindly - the british tourists Toni and Chris :)

Date of Stay: November 2025

cmasc15 wrote a review November 2025

Great Stay with Great Customer Service

My stay at Moon Palace was fantastic. The amenities and inclusions are great, especially the spa at The Grand, the Unique Day Club, and particularly Carlos’ boxing classes. Myself and my friends who were newer to boxing learned a ton from Carlos!

Date of Stay: October 2025

carolmF8458ZN wrote a review November 2025

Lovely time at the Nizuc

Not our first time to this resort, but the first time staying at the Nizuc, which we thoroughly enjoyed. We had a wonderful time and would like to give a shout out to our pool servers, especially Gregorio, Magdiel (sp?) and Angelica at the Nizuc pool. So friendly and accommodating. My husband celebrated his bday and they sang to him (as did others that day) and brought him a special dessert. The staff also surprised him with champagne and another beautiful dessert in our room! Totally spoiled us! The live bands playing in the afternoon was an added bonus! Hope to return in 2026!

Date of Stay: October 2025

Q7862RTrobertl wrote a review November 2025

Moon Palace Sunrise

My wife and I spent a spectacular week at Moon Palace Sunrise. We visited the wonderful Awe Spa and spent a lot of time at the pool. We played 9 holes of golf. We ate in mouthwatering restaurants, supplemented by tasteful wine selections. It was a wonderful, relaxing vacation.
All the staff provided professional, personable service, and looked after all our needs. They made us feel like family, and made sure we enjoyed our stay. We were assisted by Gladis Chui in coordinating our schedule. Listed below is a summary of our experiences at the various facilities, and the people who took care of us:
We ate dinner at six different restaurants at Moon Palace. We enjoyed the varied menus of food from around the world:
1. Trattoria – Upscale Italian Restaurant. Our servers Jonathan and Imelda helped us make our dinner choices.
2. MOMO – Asian Restaurant. –Our server Dennis helped us choose our different courses. Carlos, the Sommelier helped us with the wine selection.
3. JC Steak House. Daniel provided excellent service. Andres the Sommelier, helped us pick an excellent wine to pair with our meal. The Manager Fabian, helped us pick our desserts.
4. Le Chateau - French Restaurant. Jorge and Angeles provided excellent service. Luis made us a wonderful dessert. Roberto the sommelier picked us a delicate wine. The manager Susan and the Chefs Veronica and Jacquelin prepared a delicious surf and turf entrée.
5. Gondola – Italian Restaurant. Martha, Alejandro, Fernando, and Roy provided excellent service. Walter picked a wondrous wine. Alfred the pianist performed delightful music during our dinner.
6. The Grill– Maria provided great service, while Fernando selected our wine. The steaks were grilled to perfection.

We spent considerable time at the pools. Cruz, Ricky, Alan, Alejandro, Lizbeth, and Anazlo made sure we had enough towels, the right amount of sun and shade by the pool and the best drinks and snacks.
The Awe Spa– we enjoyed various treatments at the Grand Spa. We had treatments by Natali, Amaila Can, Jacqueline, Wendaly, Karen, Diana, Celmy, and Guadalupe. We were assisted by Aaron, Julio, and Francesco.
Moon Palace is a very large complex. There was a system of golf carts available for getting around. The following drivers provided, professional, courteous transport: Jorge, Gilberto, Jeremiah, Hermilo, Lauro, Eunice, Roque, Lorenzo, Javier, Osvaldo, Ismael, Rogelio.
We ate various times in the buffet restaurants for breakfast and lunch. We were provided excellent service by Alfredo, Beatrice, Emilio, Pedro, Alex, Michell, Julio, Deymi, Roger, Vanessa, and Libini.
We played 9 holes of golf where we were assisted by Luis.
Our housekeeper made sure our room was clean and neat.
We were also assisted by Samuel in the Grand Bar; and Richard and Moses with our luggage.
Pam Rojas helped us with breakfast selections and a future trip gathering; Jorge Diaz described future new wine selections coming to Palace.
During the day, as our desires changed, we were assisted by Teresa, and Manuel in rearranging our schedules.
Manuel greeted us at the airport. Simir provided our ride to the hotel from the airport, while Christian drove us back to the airport.
This was a wonderful, but short, weeks’ vacation, and we thank all the staff for their unending attention.

Date of Stay: October 2025