Located on Cancun's tranquil south shore, ten minutes from the airport, this luxury all-inclusive resort offers more than 2,000 accommodations, each with whirlpool tubs, 24-hour room service, top-shelf drinks, free WIFI, CHI-branded amenities and complimentary calls to Continental US, Canada, and landlines in Mexico, Over-the-top amenities are included for everyone, families and couples alike, such the state-of-the-art Playroom for kids, a lounge designed just for Teens; an endless variety of gourmet dining options and bars, a FlowRider® Double Wave Simulator, not to mention world-class entertainment and nightlife. With the added indulgence of an AWE SPA® for hard-core pampering, and a Jack Nicklaus Signature Golf Course for enthusiasts and novices alike, Moon Palace Cancun has it all.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Carretera Cancun-Chetumal Km. 340, Cancun 77500 Mexico
Name/address in local language
Moon Palace Cancun
39,328 reviews
Getting there
Car recommended
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
Weather I was obsessed with the weather before arriving and checked the weather app constantly. I also noticed so many others feeling the same way. When we were there I think there were a couple of downpours overnight and other than a threat of rain (showing on the weather app as 15-30% chance of rain) we didn’t get any at the resort. The only time we did get it was on the way back from Chitchen Itza when we were on the coach and snoozing and that was the worst I saw of it. I would say don’t worry about the weather – go and have fun and if it does rain you will probably welcome it because it’s so hot! Watch out for the bitey creatures. I was fine for the first half of our trip then got bitten about 20 times over several evenings even having used bracelets and spray. It’s worse if you eat out at one of the restaurants facing the beach. Indoors is fine. TUI I booked our holiday for 11 nights from the UK through Blue Bay Travel on a TUI package. Blue Bay was great and really responsive. TUI has been fine, though it was unsettling when they had issues with Moon Palace back in June and I was worried our holiday would be cancelled or we would be moved to a different hotel. I did enquire with Blue Bay but they hadn’t heard of any problems – it would have been helpful for them or TUI to send a quick email out to those with booked holidays to reassure them everything was fine. I don’t think you can book to this resort with TUI any more. Cancun airport I heard a lot about chaos at Cancun Airport but we had no issues at all. Landed at about 3.45pm and passing through immigration was fine. Bags came through in good time. We weren’t bombarded by taxi drivers - a few shout outs but nothing major. We had a transfer with TUI already booked. Moon Palace What can I say? Comments about the sheer size of this resort were not wrong but we must have been staying during a quieter period as it didn’t feel crowded at all. I’m glad we were placed at Nizuc as it was quieter, the pools calmer with fewer very little children (mine are 13 and 14 so it was nice for them not to have to worry about bumping into the little ones in the pool). No issues with sun beds – plenty of them and no sun bed wars as you find in many European resorts. I found it strange that the Nizuc lobby, while large, didn’t have much seating. We like to sit and play cards together in the evenings and because the bedrooms (we were in a double deluxe garden room with two double beds) didn’t have a suitable table with chairs or a big enough balcony, we couldn’t sit in there. The only places in the evenings really were the lobby areas if you have kids. Sunrise is larger but it was always very busy. Nizuc is a nicer lobby with lovely music but just not enough seating. Bit of advice – download the app and get familiar with it before you go so it’s easier to get on and book activities and restaurants when you are there. You can also book your place at Beach Palace on the app and request concierge service and room service this way. The thing about the presentation – I was dreading being bombarded about this but we were asked briefly on arrival and no one asked us after that. It might be because we are from England so they felt it wasn’t worth their time to encourage us. We didn’t want passes to The Grand so it was fine with us. Restaurants We ate at as many restaurants as we could. The service was fantastic, the food was ok – we loved Momo and Momo Teppanyaki the best and ended our visit there. No problem booking reservations – I was only on a waiting list once and got confirmation later the same day. My daughter and I enjoyed Agra’s food and the service and style at the Sunrise restaurant was a nice touch. The singers at Los Corporales were brilliant and sang a happy birthday song to my son who turned 13 while on holiday. We ate breakfast mainly at El Mangalar buffet at Nizuc just because it was convenient and meant we didn’t have to be somewhere at a specific time in the morning. Food was good with lots of choice and my husband swore by the omelettes every morning. The only issue I had, and I raised with buffet staff, was that one of the evening dishes – a spread of sushi and other rolls – contained peanuts. My son is very allergic if he eats them and up until then we had no problems. The food items in the buffet do have tickets on them with icons to explain what allergens they contain, but this dish didn’t have the nuts icon and he only noticed there were peanuts in the dish when he had taken a bite. He was fine and he carries his Epi pens with him wherever he goes, but someone with an even more sensitive allergy could have had a reaction. I did raise it with staff and they noted it down, but the same spread still didn’t have the peanut icon on there a few days later. Staff in the restaurants seemed more attentive and explained what he could and couldn’t have on the menu. They even made peanut-free versions of the dish which was lovely. However, it wasn’t as clear in the buffet. Entertainment I’d heard a lot of good things about the entertainment and it was enjoyable. The Michael Jackson show was particularly good and we all enjoyed the glow motion show. It’s worth popping over to watch a few. They aren’t very long. My husband and I did pop into the pub at Nizuc a couple of times and loved it. It’s set up for American guests, but it has a very chilled atmosphere and live music. Worth a visit if you can. We didn’t go to Noir nightclub. The Wired lounge is fun. I had thought it was just for teens, and it was one of the reasons I chose Moon Palace so the kids could enjoy some independence, but it was actually open to everyone including families with very little children. It was fine and we enjoyed some table football as a family but it had a different vibe to what I was expecting. We did have a go at tennis but didn’t last too long as it was too hot. My husband and daughter used the gym and loved it. We also used the kayaks which was fun, but I get motion sickness so I didn’t last too long! Golf buggies We absolutely loved these. It felt like such a treat to be carted around the complex. They are quite frequent but if you’re just going lobby to lobby then there is a coach from the front that takes you to each of the three lobbies if you prefer. Excursions We didn’t want to do too much as we wanted a rest after a busy year, but we definitely wanted to visit Chitchen Itza and so one or two more things during our stay. We booked Chitchen Itza with TUI. The guides GP and Thomas were excellent, very friendly and happy to answer questions. We did feel slightly rushed so wished we had opted for a private tour. I would advise anyone to look into these as I think you will be able to take the visit at your own pace and make the most of the site before moving onto the cenote. It’s much more expensive, but for a trip like this, probably worth the cost if you can afford it. Also changed dollars to pesos for the trip to Chitchen Itza to buy bits and bobs while out there. The cenote swim was awesome. So cooling and beautiful down there and I would say it’s a must do. We were taken to Cenote Tsukan. We didn’t visit Valladolid as we decided the heat and humidity mixed with a very early start and two young teens wouldn’t end well! We chose to visit Xavage, which is literally down the road from Moon Palace. The TUI rep advised us to do this trip on a weekday as weekends can get very busy and it was the best bit of advice she gave us. It was practically empty and hardly had to queue. The activities were brilliant and out of six we managed to fit in five – zip lining, rafting (which was our favourite), jet boat, sky ropes (which was long and tiring but a great achievement) and monster trucking, where you drive the truck. That was so scary! It was great to try all these things together as a family that we wouldn’t normally get to do back at home. Also visited Beach Palace one day. The beach is beautiful, the sea is turquoise but it’s really rough so be careful when you go in. We had some lunch at the rooftop pool which was quiet then went back the Moon Palace as it was just too hot to sit out, but half a day was enough for us. Downloaded the Uber app as advised by other travellers and it worked really well. Staff Staff at the resort are incredible. They all work so hard keeping the grounds clean, tidy and pruned, waiting on you and getting you drinks and snacks and keeping everyone happy. I found all staff working in the restaurants, grounds and housekeeping so friendly and always welcoming with an ‘hola!’. Reception staff were more reserved. Coming from the UK and used to European holidays, the service aspect was very different for us. I’m used to getting up and getting my own drinks and food when I want it, popping to the buffet and finding my own table etc but every part of this holiday was about being waited on (you could walk to the pool bar to get your own drinks but there was always someone walking around asking you). It was an experience but I also felt incredibly privileged to be able to have a holiday like this, sipping drinks by the pool while so many people were working their socks off. Tipping Which brings me to tipping. This probably stressed me out more than anything in the run up to the trip because I didn’t know what to tip for and how much. We’re not used to tipping for everything in the UK – if we receive a particularly good service at a restaurant then we will, but mostly it’s optional and not expected. We made sure we took lots of small dollar notes and had more exchanged from reception. We got used to it quite quickly. I hope this has been useful. Overall, we had a fabulous trip. Crossed Chitchen Itza off our list and experienced a super-sized resort that was beautiful with incredible staff. However, I think as a family we agreed that while it was fabulous, it felt slightly anonymous because of its size and the fact everything had to be served. It’s no reflection on the resort or staff, just a preference. Some European resorts we’ve been to are so much smaller and feel more personal and I like that. We wouldn’t return but not because of the resort or staff – just because we like to try new places and because it’s so far away for us.
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Date of stay: August 2024
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Trip type: Travelled with family
Room Tip:Â Download the Palace Resorts app before you go
Take small UsD or Peso to tip with
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Response from Le Blanc Spa Resorts, Propietario at Moon Palace Cancun
Responded 9 Sept 2024
Dear vanessamU5124HI, Thank you for sharing such a detailed review of your experience at Moon Palace. It's wonderful to hear that you had a fabulous trip overall and enjoyed various aspects of the resort, including the excursions and the attentive staff. Your insights into the weather, activities, and the service experience will be incredibly helpful for future guests, especially those coming from the UK. It's also great that you were able to check off Chichen Itza from your list and have some memorable family experiences, like rafting and zip-lining. We appreciate your constructive feedback regarding the buffet labeling and the scale of the resort. It's valuable for us to hear how we can improve the experience for our guests. Thank you for visiting Moon Palace, and we wish you all the best on your future travels! Warm regards, Bladimir Villanueva E- Concierge
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We visited this place as it was our second stop in Cancun on our honeymoon. I have to admit that the place is super charming. This place has it all. The only thing is that it doesn't have a good beach but otherwise for me it is a 10
Date of stay: April 2024Trip type: Travelled as a couple
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We stayed at Moon Palace for 5 nights to attend a relatives wedding taking place at the Hotel. The hotel complex is vast with 4 main areas and you need to use the buggies and the 50 seater coaches which travel between the lobbies to get around. However, the transport is frequent and we never had to wait too long for a lift. All the staff were friendly and efficient, and we were more than happy with the room with its Jacuzzi Bath as well as a shower room. There are numerous restaurants of which we particularly liked the Italian in the 'Sunrise' area. After a short 4 night excursion we came back to this coast for a further 2 nights at another hotel further North. We enjoyed the beach and sea much better in the second hotel than at Moon Palace where they clearly have a big job keeping it clear of seaweed. The pool areas are so large that you are better off staying within the complex as there is no waiter service on the beach. With so many rooms the restaurants and bar areas can be quite chaotic at times - particularly in 'Sunrise'. Only real issue was the charging of $99 (American) to use facilities and restaurants in the Grande area, unless you went for breakfast there and agreed to a presentation! On the day before the wedding the male members of the party did pay the money with one of the intentions being to use the bowling alley. Only to find that there was a further additional cost to play. Overall it's an excellent complex and the wedding was perfectly executed. However, unless you go beyond the confines I'm not sure you get a real flavour of Mexico. Although we very much enjoyed our time there and the wedding celebrations it is not a style of hotel we would necessarily wish to return to.
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Date of stay: October 2023
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Trip type: Travelled with family
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Response from ManagerPalaceResorts, Propietario at Moon Palace Cancun
Responded 25 Oct 2023
Dear Villan64; Thank you for your visit to Moon Palace Cancun, we are pleased to learn that you were able to enjoy our facilities and services. We appreciate the time you took to share your sincere feedback, for us they are very important as we strive to improve in every stay. We remain at your service and look forward to welcoming you again soon. Cordially, Fernanda Rodriguez E-Concierge
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We recently returned from a six day trip to Moon Palace sunrise. We had been there before and this was our first time returning as a family. We had one presidential suite, and another Garden view room. Upon arrival to the resort we were placed in a garden view room with a king size bed despite the fact that we had three people. When we alerted management to this, they did move us to a room with two beds and moved our luggage, which I appreciated. Many of the amenities that I remember from a prior visit are no longer available despite the fact that my family has a gold membership. These things include services at the spa and excursions.
Our trip was at the end of an unusually early tropical storm. As a result, many of the outdoor eateries were not open for the majority of our stay. This caused the food options that were available to often be overcrowded and run out of food.
In many places throughout the restaurants and hotel lobby, there were buckets to catch rainwater. The lobby smelled heavily of mildew covered by a very strong fragrance.
Our room was desperately in need of a new paint job and refreshed linens.
The food was subpar at all of the restaurants besides agra the Indian restaurant. Our service there was superior and Hugo did a great job. I would return there to eat. We also ate at the Brazilian steakhouse and both my husband and I got upset stomach that night.
We did partake in the princess spa for my daughter and had wonderful treatment from Yolanda
Overall, I would not return
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Date of stay: June 2024Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shawna-Lee Depass, Owner at Moon Palace Cancun
Responded 8 Jul 2024
Dear Seema G , Thank you again choosing to vacation here with us at Moon Palace Cancun. We appreciate you taking you family here for the Palace Life experience. We regret to hear your expectations were not met on this experience. Besides the dining at Agra, your were left wanting more as you have been exposed to the Palace Greatness. We appreciate you valuable input , as we do take your guests' feedback into account in order to create the best experience. We have shared your review with the relevant department, and we look forward to welcome you back for a more fulfilling stay. Kindest Regards Shawna-Lee Depass E-Concierge Moon Palace Cancun
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The experience at the hotel was not the best. For its cost and popularity, it is logical to have high expectations, but it is disappointing that they are not met.
I recommend visiting another place, if you are a person who values hygiene. Since the cleaning service in the room is bad. Toiletries are not restocked unless you request them (they take a long time). The cleanliness in the hallways and bathrooms in common areas is worse.
The room can remain uncleaned all day. And when the service is finally done, it is not done well.
The waiting time in restaurants is overwhelming. The time lost in transfers within the hotel is also annoying. The golf carts take a long time to arrive, too many people start to gather waiting, and logically, not everyone can fit.
A vacation is about relaxing, not waiting in lines.
The treatment of their employees is not the most friendly either. Except for the waitress Carla, the chef and the captain who were at the Bugambilias restaurant on the night of April 13.
They did a great job celebrating my son's birthday, who has various food allergies.
Also the staff at the Caporales restaurant, on the night of April 14, is very attentive.
Care with food for people with allergies, in the rest of the hotel, is regular.
There are definitely better and more affordable options.
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Date of stay: April 2024
Value
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Service
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Trip type: Travelled with family
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Please read Rami's review as that was everything we experienced. We spent so much money and time planning this holiday and honestly it was just like a motel. Staff are very rude and clearly do not care about the guests unless you tip them generously. The rooms were not cleaned properly and sheets not changed despite it being obvious that the sheets were dirty from the kids making a mess. Things like towels and tissue paper had to be requested and were not always replaced. The 24 hour room service was a joke, everything took at least an hour and it was hard for us to understand this as we paid so much. Forget about eating at any of the restaurants as there were huge queues and required booking days in advance (we couldn't get to the Indian restaurant throughout our stay- 5 nights). Pools were dirty. Overcrowded resort and such a complicated check in and check out process. Don't fall for the presentation they do at the grand to get you signed up for their membership so that you get free pass to the grand. They waste more than half a day of your precious holiday time. I've been to better resorts for less than half the price. Save your money!
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Date of stay: April 2024Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shawna-Lee Depass, Owner at Moon Palace Cancun
Responded 12 Apr 2024
Dear Nav , We appreciate you sharing your valuable feedback. We are sorry to hear the your stay was not a fulfilling experience. We aim to provide only the best for our valuable guests and we are sad to hear this was not your experience. We have shared your review with the respective department in order to improve our services and experience for our guests. We do hope we welcome you back for a more fulfilling experience. Best Regards Shawna-Lee Depass E-Concierge Moon Palace Cancun
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You had high expectations, but it was a complete disappointment with how the room is or they gave it until five in the afternoon, Bellboy took us running, he didn't even welcome us, he told us and even less information about the hotel. When we got to the room, it turned out that it was not with a sea view, as I had reserved it, so we returned to the lobby again, they again took us running to change the room, which does not convince me that it really is with a sea view. sea. I have made two calls and they can't bring me two towels and an extra robe and slippers since there are three of us in the room. I called at 5pm and at 10 once again and after 7 hours they arrived. We mentioned that we were celebrating my birthday and two graduations and there was not a single detail at breakfast, the waiters gave ordinary service. They sat us in a place next to the dust. We feel discriminated against for being local, although the money we pay is worth the same as that of foreigners. The people in maintenance and public areas are much more polite than those who actually deal with guests, they always say hello and others pass by.
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Date of stay: December 2023
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Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I stayed here for 5 days when I I arrived my room was not ready the staff was not welcoming at all especially the manager who attended me at the front desk Adriana. She said I would receive a text or email when my room was ready, after waiting for two hours we went back up and asked someone else and surprisingly it was already ready. Usually when arriving in a resort you get seated aside and explained all the amenities of the resort and what times the restaurants open and since it was 3 resorts in 1 if we could travel to other ones within the property and none of that occurred the next day I had to pull someone aside and ask them to explain everything to us. The staff was not welcoming or friendly throughout the stay. The housekeepers rearrange your items in the room when they should only be changing the linen and towels. The housekeeper also stole my personal belongings and when reported to the manager Adriana she said her staff would never do that and they are not liable because I signed something when I arrived, which in fact I didn’t sign anything I was just told to wait for my room to be ready. Jorge from guest relations and security came to do an investigation and the security was rude mumbling under there breath as if it was an inconvenience of them being there. Next time they whisper and mumble under their breath they should make sure others don’t understand the language they are speaking, being bilingual I understood everything. Nothing was ever done a fake incident report was make which was just me writing what happened on a piece of computer paper no one ever followed up and the housekeeper Carmen still works there. While leaving a man named Pablo asked us how was our stay I was brutally honest and his main concern was selling us another stay at half price. If I had such a terrible experience why would I even want to come back. One of his excuses was maybe because you look so young they thought you guys were spring breakers and wouldn’t care about what the resort has to offer. How young I look should have nothing to do with how I am treated, if they knew my line of work maybe I would’ve been treated differently. Moon Palace will be hearing from my lawyer.
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Date of stay: March 2024
Value
Location
Service
Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Stayed March 29-April 2, 4 nights at Moon Palace-Sunrise. Friend recommended. Frequent visitors to Cancun/Riviera Maya/Playa Del Carmen areas. Let’s just say that had we not gone thru the experience we had, I would have rated 5 stars. Reviewing best to bad. The hotel grounds, beach, and views were amazing. Moon Palace property was huge but they maintained it very well & offered cart service throughout. Their transportation service was quick & we were off to the hotel within 5 min upon meeting the driver. At check in, we were told we were VIP guests & given $120 room credit since we booked with Expedia (assuming Expedia has partnership with this hotel group). Palace Resorts has a free app & it’s actually very good & easy to use. Rooms were clean & well stocked with the standard essentials & goodies. We have stayed at better rooms (design, size, & overall ambiance) at other hotels. They have many restaurants that cater to all appetites. The food I would rate 7 out of 10 however we ate mainly at the buffet restaurants due to convenience. Now for the bad. As mentioned, we were given store credit which ended up being a sham. The credits were not applied to what we bought & the store doesn’t even label what can/can’t be used for store credit. Final/main issue was that they entered our room unauthorized while we were at dinner despite a do not disturb sign at our door & took our wet money that we left to dry out. Hotel unbothered to compensate the cash/store credit after complaint
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Date of stay: April 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Pushy salespeople, loud rooms, and okay buffet food were the negatives. The positives were the restaurants that required a reservation, the people, and the pools. No fighting for chairs at this resort. Sargassum was constantly cleaned off the beach. Some people have said the rooms are dated and dirty. The only "dirt" I saw was on the lampshades that you can't exactly clean. The room didn't feel particularly dated to us. The jetted tub and in room liquor dispensers were very nice to have.
We got a deal off Costco that was better than the deal offered to us at the end if we wanted to sign up. The person actually seemed shocked at how low the price was that we paid. We don't really have interest in signing up for a future room though, just because we won't be back for three or more years.
The rooms are noisy because there is not really insulation between the rooms and the hallways. You get drunken people and screaming kids in the hallways and can even hear when chairs are being dragged around in the other room. I brought a white noise generator and that helped a lot.
The people who work here are wonderful. They're so nice and friendly and thoughtful. Best part of the resort.
Also, just know this resort is massive. Golf carts carry you from place to place on a route or you can walk 20 minutes from one end of the resort to the other. I found this out right before going but it was kinda nice to ride a golf cart around. If you stay in the golf villas, you apparently get your own cart since the villas are out of the way.
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Date of stay: April 2024Trip type: Travelled as a couple
Room Tip:Â The golf carts don't run very early in the morning, so you may have to walk to a far lobby to be...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shawna-Lee Depass, Owner at Moon Palace Cancun
Responded 19 Apr 2024
Dear Violetsiva , Thank you for choosing yo vacation with us and for sharing your experience, both good and bad. This we consider highly important , as it provides insights from our valuable guests and improvement that that be added to enhance your experience. We are are however, please the is was an ok experience, and the staff especially made sure of this. It was a pleasure having you here and we look forward to welcme you back in a couple years. Best Regards Shawna-Lee Depass E-Concierge Moon Palace Cancun
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Usually, I don’t do any upgrade on the alcohol. My wife during dinners tend to upgrade the wine. They have a good variety of alcohol without being upgraded.
If you're not staying there....its $160.00 PER PERSON PER DAY so if you're going to the wedding rehersal, there's $160....then if you go to the wedding, there's another $160
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