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“Items stolen from room!”
Review of Moon Palace Cancun

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Moon Palace Cancun
Ranked #24 of 175 Hotels in Cancun
GreenLeadersPlatinum level
Norwich, United Kingdom
Level 2 Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Items stolen from room!”
Reviewed 6 May 2012 via mobile

Great hotel and staff, the management leave a lot to be desired! My partner had clothing stolen from our room, we reported it, only to be told by the manager Mr Perez they had done all the security procedures nothing more they could do. Poor customer service not even a gesture of goodwill. Room 3206 at Sunrise. What would Mr Jose Chapur (owner) do if it happened to his wife?

Stayed April 2012
Helpful?
2 Thank Adam R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reading, United Kingdom
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 5 May 2012

We recently returned from another great trip from Moon Palace. This is our 6th Visit in 11 years and the last two visits we have stayed at Moon Grand. This time we were allocated a room at Sunrise but at check in we requested a change which they did without any hassle paying for the upgrade with our resort credits.

I would like to give particular thanks to the staff at the Caribeno restaurant in Grand especially the Hostesses Blanca and Adriana and the Waiters Mario, Edgar, Alberto and Estefan and the Alejandro Mayo. I would say though that even though the food is great we did feel that the level of variety is dropping especially in terms of seafood.

Another thanks goes to Gil at Nizuc who always arranged a golf car to take us back to our room at the end of the night when our two children (one ususlly asleep) just wanted their beds!

Only complaint is to do with membership, we bought our membershipp on our first visit in 2001 with a promise of a fantastic holiday destinantion at comparative prices. Not so, the last two visits we have bought the holiday through Brisish Airways as it is cheaper than paying the members rates.

Having said that we will be back again.

Room Tip: Grand has larger rooms and is quieter.
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  • Stayed April 2012, travelled with family
    • Value
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    • Rooms
    • Cleanliness
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Helpful?
5 Thank DandM01
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rockville, Maryland
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 5 May 2012

Two things especially stand out to us at Moon Palace: the staff and then the facilities. Everyone who works there is helpful and attentive but there are some staff members who go the extra mile to help us or offer advise. In the restaurant breakfast restaurants we were greeted by waiters Jorge Baas and Carlos Uc who remembered us from our previous trip to Moon Palace last Fall. They took exceptional care of us even remembering my wife's love of smoked salmon. In the Mexican restaurant in Nizuc Regelio Gongora went out of his way to serve us and an amazing show making Mayan coffee for my wife complete with flames! Vacation planners, Jaime Loria and Abigail Pot (who remembered us from Cancun Palace) were very helpful making appointments for massages, facials, and special dinners. One of our best assets was bell boy Andres Garcia. When we were late for appointments at the Golf/Spa, or if we just missed the lobby to lobby bus, he would give us a ride in one of the stretch golf carts. He is a very friendly person with a great smile. On the trip to the Golf/Spa today he stopped to shush away a little iguana on the path that was terrorizing a walker--above and beyond the call of duty (iguanas don't even have teeth). In addition, the restaurants and all of the food hs been great!

Room Tip: The rooms at Moon Grand are more modern and spacious but we opted for an ocean view room in Nizuc--m...
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  • Stayed May 2012, travelled with family
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Helpful?
3 Thank William F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 5 May 2012 via mobile

We just returned from a fabulous 8 days at the moon palace! I must point out one thing, Daniel, the young man at the pool(sunrise) & he's also the MC for the shows. I wish I had a third of his enthusiasm, talent & wit. He is truly a gifted young man who could rule the world by the tail if he chose to!!! It's a beautiful resort with good service(not great) & good food. Well worth the money though & I'm sure we'll be back.

  • Stayed April 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
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Helpful?
3 Thank Gordonzo1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Toronto, Canada
1 review
Reviewed 5 May 2012

Was skeptical that I'd get my money's worth, but everything was beyond expectation! Ordering free room service at 4 in the morning was amazing! Great crowd too. I'm 26 and went with a girlfriend; we made a lot of friends there. We stayed in the Sunrise side; the pool area is so big that all the kids and kiddie pools are relegated to one side, so we avoided them completely. I can't recommend this place enough! Just don't forget to use your resort credit!!! Pretty much all you can drink Moet :)

Room Tip: We upgraded to a room close to the (Sunrise) lobby and pool. Saved us a lot of walking and we could...
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  • Stayed April 2012, travelled with friends
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank cltoronto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Moon Palace Cancun

Property: Moon Palace Cancun
Address: Carretera Cancun-Chetumal Km. 36.5, Cancun 77500, Mexico (Formerly The Grand at Moon Palace)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Romantic Hotel in Cancun
#9 Business Hotel in Cancun
#13 Family Hotel in Cancun
#20 Spa Hotel in Cancun
#22 Top resorts Hotel in Cancun
#23 Luxury Hotel in Cancun
#24 On the Beach Hotel in Cancun
Price range (per night): ₹ 20,090 - ₹ 48,267
Hotel Class:4.5 star — Moon Palace Cancun 4.5*
Number of rooms: 2433
Official Description (provided by the hotel):
Located on Cancun's tranquil south shore, this resort offers more than 2,000 accommodations, each with double whirlpool tubs, 24-hour room service and balconies. The state-of-the-art Awe Spa and Jack Nicklaus Signature Golf Course, located by the Golf Club House, offer a perfect getaway for guest. This all-inclusive resort has something for everyone, including a kid's club, nightclub, 14 restaurants, bars and water sports. ... more   less 
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Also Known As:
Moon Palace Hotel
Moon Palace Cancun Mexico
Cancun Moon Palace Resort
Moon Palace Golf & Spa Resort
Moon Palace Mexico

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