Moon Palace Cancun - All Inclusive Resort — Hotel in Quintana Roo

Unfortunately, our stay at Moon Palace Sunrise did not meet our expectations, and the negative aspects far outweighed the positive ones.||Positive Aspects: |One of the few standout moments came thanks to a wonderful hotel representative, Jesus Torres. He went above and beyond to make my travel companion’s birthday special. He decorated our room with balloons, had her favorite artist’s music playing on the TV, and even surprised us with a record player-shaped birthday card featuring a photo of us. Most impressively, he arranged for a cake shaped like a record player—it not only looked amazing but tasted great. He also included chocolate-covered strawberries and a bottle of champagne in the room, which was a thoughtful touch. Throughout our stay, Jesus consistently checked in to ensure we were comfortable. His kindness and attention were a rare bright spot.||We also enjoyed the 18+ pool at Moon Palace Grand, which we accessed via a day pass. It was clean, well-maintained, and had plenty of available chairs—unlike the overcrowded pools at Sunrise. The staff there were attentive, frequently offering drinks, food, and water.||The Negative Aspects (Unfortunately, Many):|Upon check-in, we were called back to the lobby by a hotel representative, Jorge, who pitched us “additional benefits.” He claimed we could receive additional 500 resort credits and Day passes to the Grand if we sat through a brief 90-minute presentation at Moon Palace Grand. He specifically said this credit would fully cover the spa services we were interested in. Trusting his word, we sat through a 2+ hour sales pitch for a membership program, where we were passed from one increasingly aggressive salesperson to another. The final representative was downright rude when we declined to purchase members. Only after booking the spa did we find out that the resort credits did not fully cover the services—a 16% tax and service fee (about $70 USD) was not disclosed by Jorge. When we brought this up with a supervisor, Arturo Martinez, he initially seemed understanding and even admitted that we should have been informed. He said he’d handle it and asked us to meet him the next day. After a long wait to see him, he backtracked, stating he believed Jorge’s claim that we had been informed. The resort ultimately offered a mere $50 toward the extra charges, leaving us to pay the remainder. This entire situation was frustrating and left us feeling deceived. Rather than taking accountability or using this as a chance to improve customer experience, the hotel prioritized protecting its staff over doing right by its guests.||The Sunrise pools were overcrowded, poorly maintained, and lacked available chairs—especially those with shade. Despite walking across multiple areas, we only found a spot when another family left. The pool had no music, the tables were dirty, and the water became visibly grimy over time. Staff rarely came by unless you were a Diamond member. To make matters worse, the resort had a persistent, unpleasant odor—a mix of mildew and sewage.||The dining experience was inconsistent. While the variety of food options was a plus, quality and execution were lacking. Despite informing the resort about food allergies and dietary restrictions, accommodations were hit or miss. At the hibachi restaurant, the chef used the same tools for beef, chicken, and seafood—even after clear instructions in Spanish about allergies and dietary preferences. Concerned for our safety, we left mid-meal. On another occasion, a member of our group was served raw salmon, which went uneaten. Although other food options were available, these issues shouldn’t happen at a high-end resort.||Housekeeping removed our washcloths by day two and failed to provide replacements, repeatedly giving us hand towels instead. Only after asking Jesus T. did we get proper washcloths again. This may have been a language barrier issue, but it was frustrating. The shower was also in poor condition—rusted showerhead and cracked floor tiles that posed a risk of injury without shower shoes.||Moon Palace Sunrise did not deliver the quality, transparency, or service one should expect from a resort of this reputation and price point. From misleading sales tactics and hidden fees to questionable cleanliness and subpar food safety, the resort fell short in multiple areas. While we deeply appreciated the kindness of Jesus Torres and the serenity of the Grand pool, it wasn’t enough to make up for the overall experience.||Recommendation: Spend your money elsewhere—preferably at a resort that respects your time, clearly explains its fees, prioritizes guest safety, and trains staff to provide consistent, honest...

We were informed you have to go through a 90-min sales presentation every time you go to a Moon Palace even if you are a member so they continue to extend your membership. We checked in about 5pm, the concierge scheduled us to do the presentation the next morning. By time check in was done, we were ready to eat & call it a night. This gave us no time to explore the resort. During the presentation, the 1st sales rep offered their starting package: 30 weeks of vaca released over time at $100K, with $45K deposit + $300/month payment to $60K. That did not appeal to us. It was a hard no. The 2nd sales rep lowered the offering with fewer weeks. Then he tried to offer a “customize” program to meet our vacation needs. The cost with not knowing if we want to come back that many times was a no. We prefer to travel to new places and experience new things. The 2nd rep said no problem and would signed us out. The 3rd guy who came to talk us continued to sell us, lowering the prices 4 times. I thought he was signing us out. For over 20 minutes we repeatedly said no to him. Before we could be done with him, we had to sign off on a “forfeit” contract. We were happy to. He shoed us off to the 4th person who was supposed to give us our gifts for attending the presentation. 2hours of hard sale pitches, we were ready to leave. The 4th guy who we thought was going to sign us out and give us our gifts continued to sell us. He offered a coupon to come back for $299. We said no bc we didn’t know if we wanted to come back. He was displeased so he lowered the coupon price and lowered it again, and again to $100 for the promotion. We said no. He responded with complete disguise “You people!” I was shocked but not surprised. When we arrived to our room, we got ready to swim in the pool. I had a designated bag with personal hygiene items, first aid kit and other things I may need in the beach bag. I put the beach bag under a lounge chair nearby the pool. On the chair was our sun block so we could easily reapply sunscreen every 2-3 hours. The server came with drinks often. When we got back to the room after swimming for 6 hours, I realized my black personal bag was missing. I thought maybe it fell out so I retraced my steps, going to the beach chair, the restroom… then I went to the lost and found hoping it was there. I had nothing of monetary value so I was hopeful it was returned there. Luckily it was. I didn’t think much of it, and was grateful to have it returned to me. A day later, a lady came into our room while we were getting ready. She looked like she worked there so I asked if I could help her. She was shocked to see us, shook her head and backed out the room. It didn’t feel right but we were in a rush to dinner so I forgot to inquire about it with front desk. A day later, I saw a post on the moon palace nizuc-sunrise Facebook group about a woman victim to thief. She had over $900 dollar taken from her room. She was repeatedly shamed for not using the safe in the room by several people who were admins to different related moon palace group pages. I decided to write a review of my experience with bag being taken and asked the group why someone would need to come into my room late at night if housekeeping already came to clean and stock our room. Within the day, I couldn’t find the lady’s post about money being stolen. But the shaming and excuses I got for my post about my bag was unbelievable. First off, I know staff did not take my bag because it was in my beach bag, tucked under the beach chair. If staff would have taken it because of their “one-hour” policy, they would have taken the beach bag. Not just my little bag. Secondly, the one hour policy is ridiculous if you’re in the vicinity, engaging with servers who I’m tipping after every drink! That means no one can leave their things on a chair to swim. Tipping is expected if you want servers to return with drinks. Don’t believe all the hype on the FB group posts. They take down all the negative posts and remove you so others don’t see it. And there are...

We had a terrible vacation in Moon Palace Nizuc Cancún Mexico. I will explain why. When we arrive in hotel we find out that they don't have elevators and our room was on 3rd floor. And we couple times a day have had to use stairs with my 3 years old toddler and 69 yearsold mother. Don't believe in nice pictures. All pictures what they have on Expedia or somewhere else in bookings AREN'T Moon Palace Nizuc's pictures most of them ARE Moon Palace The Grand's or Sunrise pictures. That is absolutely fraud. Forget about beach. They don't have beach for swimming. You have to take taxi to go somewhere else for beaches. We went Cancún not only for pools. Main reason why we chose Cancún was sea and nice beaches. But unfortunately couldn't enjoy it in Moon Palace. And they hiding that information from tourists that they don't have nice beaches. We try different cousins but nope none of them was good enough. I would give 2 star for food. We went to Brazilian statehouse Carvão in Nizuc but it looks like they don't know how is Brazilian Stake made or how it looks. Because what they were making was not a stake it was low quality steamed meat just wormed on the grill. We try Mexican food in Los Caporales and same thing here. Very poor variety of food. It couldn't go to closer to real Mexican food. I know how rich and tasty is Mexican food. On breakfast buffet everything was ok until we find Flys flying there and seating on dishes and flea was walking on my plate. To my question "WHAT IS IT?" tey answer "THAT IS PART OF SALAD" And they offer 100$ discount for me to be quiet. I told them my health is cost much more higher than 100$. I'll put pictures and you will see. Disappointed from Moon Palace Nizuc we went to Moon Palace Sunrise for dinner to Japanese restaurant Momo. Same experience we got there. We had to ask for bring water, fork or spoon and etc couple times. And the sushi there was not comparable to REAL sushi. The size of pieces were so smal, and quality of used product (fish,vegetables and etc) was below OK. I would give 1star. Disappointed form there. We went to Moon Palace The Grand. To go there we pay day pass 400$( 100$ for each adult and 50$ for each kid.) Over there we went to Lebanese restaurant " Habibi". Around table we were waiting for waiter more than 30 minutes. And finally she came. She took the order. We order 4 shish kabobs(well done) with 4 fries, lamp chops, medeterenian salad, kachapuri and she disappeare again in 20-30 minutes. Then she came with salads and 2 fries(no meat yet). The salad was just onions and greens nothing else. Then after another 20 minutes she came with kabobs and guess what. All the meat was black from outside and inside was bloody row(not cooked) meat. We send that black bloody meat back. We have been waiting for rest of our order 2 fries and 4 kachapuri more that 1 hour. And guess what they have forgotten about our order. We came out very very disappointed. And for birthday dinner we went to JC Stake House in Moon Palace The Grand. Nothing different from previous restaurants. Stake was made from low quality meat. 👌 and we never got side dishes on time. And believe me or not I had all this experience in 5 star hotel called Moon Palace Complex. I don't know how they get stars in their ratings. I would give them no more then 1 star. We are from US California and Believe me I have tried lot of different cousins: Armenian, Georgian, Medeterenian, Japanese, Brasilian Stake House, American, Mexican and etc. I don't want to advertise any of this cousins here but if you are interested I can send you locations you can try and then compare. Just wonted to let you know what's going on in reality. When you choose hotel pay attention to negative reviews they can tell you more than good ones. My recommendation is NO, NO...