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The Moon Palace All Inclusive is a magnificent luxury resort beautifully nestled at the very end of Cancun south shore. It features a full-service spa and a 27-hole golf course designed by Jack Nicklaus. It enjoys a quiet setting far from other resorts, although it is conveniently linked to the vibrant and active areas of Cancun. This hotel delivers a bold new statement on the nature of hospitality and offers a refreshingly unique travel experience in a tourist destination like no other where guests enjoy an abundance of entertainment, relaxation and pure bliss. Delight your palate in any of o...More details
Check-out ends at: 11:00
Business Facilities / FacilitiesCon una terraza y jardín donde descansar y comodidades como conexión a Internet wifi gratis, ¡no te faltará de nada! Se ofrece además una televisión en la zona común, asistencia turística (adquisiciónCoffee/Tea Maker
severalCon una terraza y jardín donde descansar y comodidades como conexión a Internet wifi gratis, ¡no te faltará de nada! Encontrarás también servicios de conserjería y una televisión en la zona común.
Wellness facilitiesTelevisión por cable.
Transport optionsLuggage room
Reception servicesCon una terraza y jardín donde descansar y comodidades como conexión a Internet wifi gratis, ¡no te faltará de nada! Encontrarás también servicios de conserjería y una televisión en la zona común.
A terrific trip to Moon Palace!!
Reviewed 18 january, 2022
I just spent six nights and seven days at moon palace staying in the Nizuc area. I was there with a friend to see a musical event called Playing in the Sand with Dead and Company , but unfortunately the band needed to cancel due to Covid concerns.Despite the lack of the band, we had an incredibly wonderful time especially due to the treatment and care by the overall staff at Moon Palace. We were impressed with their attention to detail and the friendly, helpful, and enjoyable staff who took care of us and assisted us throughout our stay. This extends to the restaurant staff, both in and out by the kitchen, the pool staff, the landscapers, the lifeguards, and the entertainment staff. They had a number of musical performances including fire dancers, and the rest of the fun was created by the 2800 deadheads who we’re still up for a good time, after grieving the reality. The views were stunning of the Caribbean Sea. We had an ocean view room which allowed us to see the sunrise from our balcony. If you were not up for walking around, they were golf carts to take you wherever you wished to go. Room service was available 24 seven although we only used it once for coffee, as we enjoyed the sit down breakfast at various locations. We ate at restaurants at both the nook and sunrise areas and we’re extremely satisfied with our meals both buffet style and formal sit down dining. We especially enjoyed the Mayan restaurant by the golf course, Pier 8, an open window place next to the beach, which offered seafood selections, and the Brazilian Steakhouse. We also enjoyed our breakfast at Los Caporales -both from the wonderful breakfast fair as well as the highly attentive staff; including Mauren, Deymi, Magdiel, Stefany , & Izamar! Granted there were less people there because it was beyond New Year’s and also that many canceled ahead of time due to Covid concerns before knowing that the band was to cancel as well. Given that, our experience was enhanced by the fact that there was no weight for anything. Regardless, the overall staff worked with great pride and a lot of corazon! We had a wonderful time and we look forward to returning next year for the annual event. Separately, I also look forward to bringing my wife there for a romantic getaway!! Gracias Todos 🥳🌈💜🎼
Five Days in Paradise
Reviewed 15 january, 2022
We came down for a concert which ended up getting cancelled due to Covid. I'd been here before, so decided to stay for some R&R. I love everything about this place. It's luxurious, well maintained and very very clean. The all-inclusive is truly all-inclusive. Sure, there are extras you can spend money on if you like, but it's really not necessary. Anything we needed at any time arrived quickly from toothbrush to extra towels/robes to room service. The staff in general are smiling, happy and genuinely want to help. They must be treated well, and it shows. The restaurants and the food are all excellent - we really loved our meal at Momo. A lot of care is put into ambiance, and we so appreciate feeling special! My daughter and I decided to splurge on a mani-pedi (they aren't cheap), and we received exceptional service from Magdalena and Karina. Thanks so much ladies! Quite a few of our fellow music fans decided to stay, though the concert was cancelled (I guess there were maybe 2-300 of us), and the hotel staff went out of their way to play our music for us, complete with light show, every evening. The pool staff at the Sunrise let us play our music as well. They didn't have to do that and it really made a huge difference, as many of us look forward to this week all year! All in all I would highly recommend Moon Palace. I wish we would've taken advantage of more of the included activities, like paddle boarding and mini-golf, but apparently we needed the rest by the pool!
Not what it used to be
Reviewed 14 january, 2022
I went to Moon Palace 11 years ago and it has significantly declined since my original stay. After spending three weeks here (two extra due to Covid) here is the summary of my trip. This is long!! Transportation from the airport was relatively uneventful but finding the rep took a bit of time as he wasn’t holding up any signage. Check in- did it twice. Originally-Took about an hour (slow- not sure why) and there was no welcome drink or cold towel. No information was provided about how to get a PCR test for Canadians however there was a QR code to book an antigen test. The “sign up for a membership” hounding started literally when we were in line to check in but they presented it like they could help us book our perks (we booked through a member). We committed to a 10am meeting. The front desk agent handed us our keys but didn’t even tell us how to find our rooms (massive hotel). The 2nd time (after being cleared from Covid), was smoother however there was a large concert scheduled during our time there and it was LOUD as our room was right beside the venue and it went to 11pm. I would think this should be explained at check in and guests should be given more of a choice of their room location (beside the action or a quieter spot). We ended up switching rooms as we couldn’t even hear the other person talking in the room. Yep, it was that loud and far cry from a peaceful vacation. Rooms Stayed at 4 different ones on our trip. Original, quarantine at golf course, back in the resort- loud, and finally a quieter option. Rooms were okay but two double beds should really be queens as they are very small for two people to share. Small things like cheap in room coffee makers, can’t get creamers for the fridge and so forth highlights it is no longer a 5 star resort. The jetted tub in the middle of the room isn’t practical for a family with older kids. The rooms are starting to look their age - our toilet had a hairline fracture (not leaking) and squealed when flushed, and chips are noticed around the tub, and the patio furniture was noticeable damaged (pieces broken off but still functional). The room was fairly clean but there were spots of water/toothpaste on the mirror, stains on some of the towels/sheets (in the quarantine room) and there looks like mouse poop on the balcony. Security Non existent. Over the concert timeframe - There was a lot of people smoking pot and blasting music all hours of the day/night. Not family friendly whatsoever. Activities There is lots to do so we kept busy. We played basketball, tennis, pool volleyball, ping pong, sailing, mini golf, biking and video games. The entertainment staff was very hit and miss- the ones on the waverider were terrific, where as the ones who organized the beach volleyball were cold and not inclusive. We didn’t attend any evening shows. I found the communication for the shows minimal and hard to find (not in the app). The app Is awful! Crashes a lot and not easy to use. When we were in line to check in, I could finally see our info and could reserve restaurants. I managed to get 3 reservations within the week (near the end of the week, odd times but good enough). I checked the app an hour later and there was nothing available. So if coming in a peak period, you might not be able to get a reservation which blows my mind. Room service times in the app are wrong! Said 38 minutes, took 90. This is unacceptable considering they are posting times that can’t be achieved. Tours We didn’t go on any tours/excursions but did book some things using resort credits. What a slow process!!! Like hours waiting and being asked to come back, or told there is nothing open (like for 1 person to do tequila tasting over a 10 day period)… when pushed a little they always “found” room but zero motivation to book items under resort credits (or maybe wanted a tip ahead of the booking). Btw- resort credits are no longer offered with regular bookings, just through a member. Staff Many staff in restaurants/bars were prompt and polite. This is not a resort for “foodies” but it was edible and staff listened to requests. A few excelled in service and deserve to be acknowledged: Jorge- Brazilian restaurant Felipe - Arga Hector- asadeto Other areas of the resort, not so great. The membership sales pitch group- started calling our room at 8am (even though we committed to 10). We were able to get through the crappy sales pitch in 40 minutes (lots of firm no’s) and the “closing” manager provided us the parting remark of “I could smell you would buy nothing”. Odd but I just wanted day passes to the grand. Then it took them an hour to record our attendance and we had to bounce between a few desks to get the bands. The front desk loved calling at 8 am as well- like seeing how our stay was going and to remind us (incorrectly) we needed to check out. Unplug your phone if you stay here. The public relations team (which isn’t PR in the traditional sense - this like guest services) were AWFUL and downright rude. My son tested positive for COVID while my husband and I were negative. So at 11pm at night, they said only 1 parent and the child need to move to the quarantine rooms and gave us 15 minutes to pack (and stood outside our door). In the quarantine room, you need to talk to the PR team for any requests (like medical services) and we couldn’t reach them for days at a time. Rooms service was taking 2.5-4 hours and the food would arrive stone cold. Even water took 4 hours (we just wanted drinkable water). I asked for another COVID test for myself since I was in the room with my son, and before the they entered the room for the test, they made me sign a slip of paper and told me it was for the PCR test, only later did I find out they charged me an extra 100 for “medical services” on top of the pcr test. Very sneaky and when I said it was misrepresented, wouldn’t remove the charge. It gets worse from there. So after 6 days in quarantine we are feeling fine. We heard the room next door (we had an adjoining room so sound transferred) get an negative antigen, then we’re able to go back onto the resort to wait out the rest of their 14 day quarantine (Canada was 14 days at this time). When I asked about this, the women were so horrifically rude. First refusing to get us an antigen test, then telling me the people next door were Americans (I know they were Canadian so I called them out on their lie), finally telling me to mind my own business. I told them we are in the exact same situation, so how they got out of quarantine once healthy is very much information that should be shared. Then they said, you can come out but only if you pay the daily rate which is near 700 usd, I asked if I can get a firm price/quote (and she said yes, at the front desk but if you leave the room, you can’t come back). Then they told me they are full and don’t have any rooms available. So at this point I reached out to the member I made the original booking with and booked another stay to wait out the time until we could fly home. So yes they had rooms and no they weren’t 700 a night. Lastly, COVID protocols … they are minimally enforced. While they have signs up for mandatory masks inside, they are only enforced at restaurants. In all my time, I never saw one staff member ask a guest to put a mask on indoors. I’m thinking about 60/40 between mask wearing and not, inside meaning a lot of people walking around without a mask on. No social distancing either. The only people who religiously wear masks are staff - every single one. In terms of cleaning, I didn’t see any staff wiping down the video games/pool cues in the Wired lounge and I’m guessing this is where my son picked up COVID. So that is my long review of Moon Palace and why I think it is no longer a high quality resort anymore.
Wonderful staff, good food, clean resort
Reviewed 12 january, 2022
We stayed in the Nizuc side of the property and we enjoyed the more low key vibe. We were there December 29th - January 5th. Before New Years was very packed as far as getting seats on the beach or by the pool. You needed to get up by 7 am to claim your chairs for the day. After January 2nd the place cleared out and there were plenty of seats. Loved the fact that your wristband was also your room key that made things way easier with the kids! The beach is very long and the sand is amazing. The resort has the seaweed issue completely under control. Only downside is the water isn’t the beautiful Caribbean color you may see in other areas. The resort is very clean. Our favorite restaurant was the Brazilian steak house. The only beer they serve is Corona which was slightly disappointing. The New Years Eve “concert” was really just like any other resort show, but lasted for two hours and they sang only 30 seconds of each song and spent 30 minutes singing in Spanish which would have been fine if they picked songs that had a good beat. It would have been way more enjoyable if they had a DJ going all night. (Our kids hated it) The dance club’s music was way too loud and they kept interrupting the dancing with resort dancers doing a little show for you which (even though they were good dancers) was odd. Here is a shout out to some of the excellent staff we can across… Gaspar at Palapa Pelicanos was our absolute favorite! He took amazing care of us and what a kind and fun person. Jorge at the breakfast buffet in Manglar was very nice and remembered our family and the other family we were traveling with. Roman at the Peir seafood restaurant was very good. Christian at Teppanayaki was THE best we have every seen with all the tricks! Christian at Palapa Delfines took care of my son and his friend with all the burgers those teenage boys needed to consume. Resort runs like a well oiled machine. Would go back to this resort in a heartbeat.
Avoid scams at this hotel and you'll have a good time
Reviewed 11 january, 2022
We came to this resort for a family member's wedding that was planned here. Overall, the resort was nice, not amazing. We stayed at the Nizuc and had access to the Sunrise for no extra charge while we were here. Pros were the rooms were nice, food was overall good, and the pools were beautiful. Cons were that the beach was not really usable while we were there, and most of all, was how much they tried to upsell us everywhere we turned. Because there were apparently multiple weddings the week we were there, the resort was very busy. The check in process alone took around 1.5 hours, however we were given drinks and snacks in a waiting area until they could get around to checking us in. Most of the restaurants had a wait or required reservations ahead of time and were booked up, so we were unable to visit the steakhouse and some others we were interested in. For the restaurants we did make it to, the food was overall good and the service at the Nizuc buffet was top notch every time. My biggest complaint was that the entire time we were at the resort, staff kept pressuring us to spend more money. To us, that defeated the purpose of us being at an all-inclusive resort. Checking out? Hold on, book your next stay with us for a discount! Need to make a dinner reservation, why not spend money on a day pass and eat at the Grand resort? Here's a deal for $300 resort credit, but you have to spend $500 of your own money before you can use it. Every interaction with staff members seemed to come with a sales pitch and it got very tiring. Unfortunately we fell for the Day Pass to the Grand pitch. We were offered a 90 minute tour of the Grand resort and a pass to use the facilities for the day (so that we'd fall in love and want to book there next time, right?) There was no tour - it turned into putting us at a table for 3 hours with 5 different salesmen pressuring us to buy timeshares. We eventually got out of there, and we did receive a pass after waiting another hour in line for it. While the food and shows at the Grand were better, I honestly thought the pools at Sunrise and Nizuc were nicer and less crowded. It was not worth the hassle and we spent the rest of our trip feeling frustrated with the hotel over the ordeal. Also be careful of the shuttle agency on site offering "free trips" to downtown Cancun. Some family members decided to take advantage of it, and ended up in a similar situation of sales pitches for several hours. My family gave up partway through and never made it downtown despite wasting several hours of their day on it.