Great staff at property and rest of thier palaces. Everyone is very friendly and helpful. Room service was excellent.

Property was great nothing close walkable distance but was quite beach was not so clear

My family and I had an amazing time at the Moon Palace sunrise. It is a beautiful all inclusive resort with multiple pools, restaurants, and amenities. Our rooms were beautiful and always found in top condition because of the cleaning department which we loved and tipped accordingly. The only thing I would say was unpleasant about our experience is that we wanted a day pass to the Moon Palace Grand location and ended up spending four hours with a sales representative even though we clearly insisted over and over that we were not interested. Even up until check out, we were offered another sales package which when it gets put into perspective, the packages we book through Expedia are always more affordable for a family of our size (10 people) Some of the staff were unpleasant to work with while others were incredible to work with. We make sure to tip accordingly. Overall, though are experience was a solid 8/10

Oscar is a excellent employee

The Hotel is bit old and with the price of $520. It is expensive. The staffs are good and bad depending on who you dealt with. We got stuck in this hotel because Wetjet cancelled our flight. Dinning choice isn't a lot, food OK.

What an amazing hotel it was absolutely gorgeous. I will come back forsure

The staff was rude and dismissive. They could have been better hosts as we were a big family of 32 that went there. They didn’t want to help or accommodate anyone. However on the plus side, the food was good and had a great variety

Nice property for family vacation trips only and Sunrise was very busy. If you are looking for quite place i would go to Grand or other Adult only resorts.

I liked the restaurant, cleaning and shuttle staff. The salespeople and their manager, Laura I would never want to work with again.

The first room we were giving was dirty. We inspected the room and in the wall in the bathroom there was splattered blood. Went to the front desk and they gave me a hard time to change me rooms.

The dining options excellent and a great place to enjoy a good time with friends and family.

Everything was excellent except the food was not that great but eatable.

Checking in process is extremely slow, we even bought the membership and got upgraded to the Grand and everything still moves slow….the cafe wait time is an average of 25mins just being in line. The buffet wait time is an hour if u go at peak time, it’s just something I’ve never seen or experienced before at all inclusives. That’s the bad, the good was the dining options at the Grand vs the Golf is night and day, everything at the grand was top class, staff were better equipped and definitely more friendly. At the end of the day they’re great places to be, I’d rather complain about being in line in Mexico at an all inclusive than cold North America. We even bought into the membership because we love the chain ( a lot of the aforementioned issues we’ve never had at different moon palace’s) Anyways, overall, Moon Palace Cancun/ The Grand gets a 7.5/10 from me

Stayed 5 nights. Check in was terrible. Took about 35 minutes and they didnt even have the room we booked available. We needed a room with 2 full or queen beds and they gave us 1 king bed and offered a small fold out cot. The room itself was ok. Outdated, and we found a dirty sock behind the bathroom door so the cleaning crew are average at best. Service at the pool side bars is hit or miss. Some of the bartenders were great and friendly while others couldn't be bothered. The food was very good. Even the buffet was amazing each night. The pool side food offerings were less amazing. They had a spot with “smoked” brisket, but they definitely do not know how to smoke a brisket. Tough and chewy and no smoke ring. They also had a pool side pizza spot that was edible but nothing memorable. The entertainment staff worked very hard to make sure that the guests were having fun. They had pool and beach side games and nightly shows that were also fun. The property is huge and getting around requires waiting for golf carts or walking alot. Overall it was fine but we wouldn't go back again.

We really enjoyed our stay at Moon Palace as this is and always is an amazing vacation option for us. Lots of activities for the kids, great dining options, and overall a favourite.

My family and I had an amazing time at the resort

Very interactive.

Best resort in CANCUN except one problem force u to take membership and waste ur 3 hours

Want to report horrible incident at Momo Tepona we had disgusting experience. This was a hibachi place and while the chef was doing his presentation, we saw a cockroach crawling over the entire counter. I made the server aware of this and he immediately scooped up the cockroach and trashed it. The manager came and wiped down the counter and offered us to move to a new table. We were sharing the table with another resort family and they didn’t want to move so we just stayed put. As much as we tried, we could not enjoy the food and kept thinking about the cockroach incident in our heads. Anyways, we didn’t make big issue of it at the time, but went to guest services next morning to inform of the issue and the hotel associate apologized for the incident. We walked out of the office and were trying to have coffee in the breakfast area and the guest relations associate comes over and offers us $50 credit on the bill as their apology for the incident. This we felt was very insulting. We are in hospitality industry and have guest upset for different things, and to retain them we go above and beyond when they are paying around $100 for their stay.. here we have paid thousands so try two rooms and we were offered $50. We just wanted to bring this to Expedia’s attention. We request that Expedia take proper steps to address this incident and provide proper customer service. Toral Desai

Great service. Peaceful place. Great food.

Everyone and everything was great. Oscar was super attentive.

It would have been an excellent stay until Margarita in pharmacy department did not let me buy Tylenol in a smooth and fast way late at night where I needed the most. She said my bracelet does not much my room and there’s nothing she can do. Her badge was also not in display and she was talking behind my back in Spanish to someone else. I suggested she talk to the management and that was the only time she send someone but was too long to wait. What she presented was not a 5 star treatment. Everything else was excellent except her service. Overall, good food and staff really went above and beyond in treating us like VIP’s.

Nice and safe place to stay. Very family friendly

Property has lots of activities for kids and many good options to have dinner. Shows are really good as well! Sadly check in was terrible, very slow and they didn’t activated the keys the first time, VIP check in was never received. The guy at front desk was under training and he didn’t know very well how to process an Expedia VIP check in. The concierge at lobby is more interested in inviting you to a breakfast to sell you time share that to show you the benefits and activities to do at the hotel. In some areas like the pool bars my wife received bad service, it was very clear the preference to attend international tourist than Mexicans. In some international restaurants the services was very slow ( 20 mins) to serve entries or drinks. The golf carts that work as transfers internally took some times up to 20 minutes to pass, especially in the afternoon when you are out of the water park, when you are traveling with little kids this is terrible. I have seen better times at these properties before, today there are many things to improve. Disappointing.

Check in staff failed to program our room access bracelet

Shuttle and cart services were provided and were efficient. Drawbacks: 1. The check in takes 2 hours as the lines are always long. Some other ways of checking in needs to be considered to make the process less frustrating. 2. They provide reserve credit tht are not refundable or cannot be changed if for example you didnt get to use them 3.

Great destination

The wait staff, bartenders, drivers, etc. are all wonderful and the property is great. There are a lot of great dining, pool, and beach options to fill a full week doing different things each day. The spa is nice and there are things to do like renting bikes, golfing, etc. The higher level service has gone downhill (I’ve been coming here for years) as the resort has grown. There were multiple times for very simple issues I was sent all around the resort to talk to different people. It would take me 30 minutes of going to 3 or 4 different offices for something as simple as getting our bracelets reset to access the room or make a reservation. They gave us a WhatsApp number for a “concierge” who was unable to help with anything directly, but just also kept directing me to different services around the hotel. It took up a lot of time to address really simple things. I’d stay here again, but would also consider trying a smaller similar resort where there is more personalized customer service.

Eata buy bonito

Very nice and very friendly staff. Lots of restaurants.

Good property but long waits to get from room to lobby and to the other restaurants. Very long waits in buffer.

Dishonest and tricky staff During our second day, one of the staff told us about a free day pass to The Grand. I explicitly asked them what the catch was and what else is involved, and they said there was no catch and that is it. At The Grand, they immediately told us this is a 90-min sales presentation and was very pushy about the whole thing. Wasted our time. Property condition It was built in the 90s and it really shows. The architecture and designs of the lobby are outdated. The garden view rooms that we had look bland and outdated. It really feels like these rooms were designed for efficiency and not elegance or luxury. Check-in took too long We arrived on time and had to wait probably 2 hours until we finally reached our rooms. By that time we had to rush to get to our restaurant reservation. One of the reasons for the delay in check-in was the fact that our 2 rooms are on opposite sides of the resort, so we had to find new rooms. During booking, the resort and Expedia should allow us to choose the rooms or at least make them close together. Transportation is inconvenient The entire resort is enormous and at first it was a selling point but we immediately realized we didn't know how to get around. There was nobody to show us how to get to the main lobby or where to wait for the golf cart to come by or how long the wait will be. Sure, we can do research and figure out but as a luxury resort, we expect the service to provide detailed information on transportation.