Moon Palace Golf and Spa Resort All-Inclusive, Zona Hotelera

Moon Palace is 5 star all the way. Signed on as members and they worked us a great deal for six members. my family has visited the resort five times as a group. this last time my wife and I visited with friends and they were overwhelmed by the service. Our reservations have always been easy to make and follow up questions with Palace have been answered and staff are very cordial. My daughter had her wedding and reception on the beach at The Grand. Went off without a hitch, again staff worked completely with my daughter and the 32 guests that attended. I could go on forever with praise for Moon Palace and the staff of Palace Resorts. We joined 2006 and are looking forward to going again 2013 It seems that most of the difficuties that travelers have encountered occur through unfortunate planning. I have always said that I am the luckiest person I know, being a VIP reinforces that.

we've stayed a palace resorts before with great success but this time a big difference. We were there for my daughters wedding all I can say is hat the hotel management need a reality check. we were in the presidential sweet were the blanket in the master bedroom was torn but never noticed by my wife or myself but was by housekeeping...they charged us $50.oo us for that and refusded to take it off the bill saying we should of noticed it. The food was avrage and the resort was clean....but everyore had there hand out for tips before they would do anything for you..I thought you went sopposed to tip at these places..although good service should always be rewarded this was expected and almost demanded....I work for a major US airline and travel often...the moon palace is now off my list ,,,,TB phl

The Palace resorts are all very nice. The properties themselves are well maintained and delux. The Mayan people are some of teh nicest I'v met and that means the staff is excellent. Add the fact that the food is very good and the all inclusive Booze leaves litte to be desired and all in all it's a great place. Whatever you do though, dont join their vacation club. It is not a timeshare, there are no monthly dues....you basically get a certian number of weeks in the future at a discounted price. Good in concept but here is the problem... As club members we called the Palace Premier travel agent to get our "special pricing". The reality is that this is maybe $200 less than retail...the agent was unable to assits us with booking flights so we held off on the reservation and started looking at travel sites. What I found was that buying the airfare separately made it more expensive to book as a member so I ended up booking both the resort and airfare through a travel site. I am a Palace Premier Member I was at a Palace resort but they refused to recognize me or give me any member benefits since I hadn't booked through them. I wasted an hour or more talking to different people to no avail. Whatever you do...dont join the club!!!!

on 11/08/2011, at 3;00 pm, i came to moon palace nizuc and signed in to room 7710. & received 500 credits, when i was at the airport i paid 40 dollars at a salesman offering discount rates to go see the dolphine at wet & wild park the next day. the next morning i contacted charlie & i believe mendoza who offered to reimburse us the the lost money plus go the their breakfast meeting for a total of 250 credits. then i can apply that to Barbara Cox (my daughter) her room is #6817, who used up her credits so we all see the dolphins that afternoon ( 9 Nov 2011). Three people heard this me, my wife antonia, and wendy (barbi's mother in law). I was given a receipt, number 277488. Then yesterday i signed out at 1200, 0200, i left for the airport to return to the United States. When i returned to the states , Barbara called me & said the management front desk was very angry & said that she, Barbara has to pay $200.00 the dolphin trip or send a copy of the gifts credit receipt to their fax number in their office, which i sent it 3 times. First two from home which they didnt receive the last one from a faxing center which they did receive it, but then they said are not tranferable. Checked with charlie near the front down the hallway then check his contact i believe i elias mendoza in regards to the credit transfer. I also contacted management 3 times this morning, the front desks (customer relations), night supervisor also. please assist me in anyway possible to resolve this problem which i am very disappointed. while there room thermostat failed to work at all. call for breakfast room service was not honored either.

It was fun, funny, amazing, and cool. Every One Should GO!

What I must say is that the Moon Palace lives on its reputation, and unfortunately this also means that they love themselves so much they don't seem to believe they can do any wrong! We stayed on the Sunrise side the resort and it is/was fabulous albeit dated. There is falling plaster from the ceilings in the corridors and when it rains some of the corridors quickly get flooded and become very slippy due to ceiling cracks. We know of an English lady who broke her arm towards the end of her holiday and she also mentioned that the Hotel staff blamed her for this and were very unhelpful and even tried to charge her for a new hotel wristband after the hospital cut the old one off to fit her plaster. The food on our stay was generally buffet style although this did change after a while. I would rate the food a "good" generally. The Japanese restaurant I would rate as average - it wasn't that special. The italian at the Golf SPA was average. I found the rattling of the Kloshes when the food was served as childish, after all anyone can do pasta especially when it is late! We found that many food items on the menu at the italian were not available. The best restaurant I found was on the Nizuc side which was the brazilian, the staff were fantastic and the food excellent (I dont usually eat meat, but the food was so good compared to the rest of the resort, i found myself going back several times). We always tipped well as we'd heard that would bring us better service. However our holiday was ruined when I found that a member of staff had left a very sharp sinister looking metal pin sticking out of a toilet roll in our room, the staff dismissed the incident (considering I have two very young children I found this to be quite a serious incident as it was through luck that none of us were injured). The PR manager then arranged a very special meal for our anniversary at the Italian as compensation for this incident, and when we turned up we were told it had not been booked and that there was no room for us. This left my wife in tears as that was the main reason for our holiday. Eventually they gave us a table and the food my wife had ordered was not available. If I had known that this meal had been a false promise I would have planned something else. Eventually we gave up on the Hotels PR team as it seemed that they were wasting our precious holiday time and made the most of what we had by lowering our expectations. We have previously stayed at the Iberostar Punta Cana, Almond Beach Village Barbados, Hyatt Goa, Le Sport St Lucia, Sugar Beach Mauritius and many other resorts - for Customer Service the Moon Palace came at the bottom of the list. It seemed that they love themselves so much that they themseleves don't believe why customers would complain and do only the minimal. The Moon Palace promises quite a lot, however I can see why people are saying it looks dated, plaster flaking of leaky ceilings and slippy corridors are not good. Broken promises from the PR Manager without explanation and serious incidents being ignored - you can make your own mind-up about that! The holiday was fun because we were with friends, but we could have been anywhere. The beach does have a seaweed problem - but we already knew this was teh case in Cancun and still enjoyed the beach and at one point went Jet Skiing which was fun. Make sure if you are going to the Moon Palace that you get a really good deal otherwise you may be disappointed it has the potential to be great once again but at the moment as Jack Nickalaus may say its under par.

Let me start off by saying this is most def a old timer type of place not even the kids will have fun here. I went on my honey moon and came back 10 years older thats how exhausted i was after a night of dinnner and drinks we walk about a mile back to our room I mean there's transportation,but it was like wating on a grey hound bus every night! food was great tho and service was ok,but like i said b4 i wont be coming here anymore thanks for nothing what a way to spend you honey moon with a bunch of old ass people aslo they trick me into buying some bullshit time share SMH!!

We go twice a year and this trip was very special. We were greated by Lucia Barradas upon arrival with open arms. She always make us feel like we are coming home. Breakfast was always a great start to our day. We always asked for Bernardo Kumul to be our server. He greated us every morning with a smile and it was his pleasure to serve us. The rest of our day is spent by the pool. Yudicabl always takes good care of us with our drinks during the day. We never have to ask for anything, she is always there. I celebrated my birthday there for the 11th time. The staff surprised me by the pool with birthday cake and song. My favorite evening meal is at the Barracuda and we always ask for Javier Parra, one of the best waiters around. I can't leave out Alma, she is very special to us and is also a server at the pool.. We have known her for many years. Our week was great. The weather was perfect, the pool refreshing and it is always sad to leave. There are so many pther people that made our week great, Elias, Araceli, Vickie, and other familiar faces that always are happy to see us..We look foward to returning in January and hopefully will see all our friends again. We missed our very good friend Lorana this time, but hopefully will meet up with her in Jan. From arriving to leaving we were greated like old friends. Our Bell Boy, Ricardo Sierra, always has a smile and happy to see us. Have a great summer our friends, until we see you again.

THER IS NOTHING I DIDN;T LIKE ALL IS PERFECT YOU GET ROYAL TREATMENT ANY WHERE YOU GO IN THE RESORT. WE ALL LOVE THIS PLACE , AND WOULD HATE TO CHANGE ANY WHERE ELSE

It was epic! I will be going back again and again and again!