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

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!

there is nothing to dislike about this hotel it is just beautiful nothing is to much trouble what ever you want they get it for you the rooms are fab the pools the food everthing was just right been twice now booking for next year soon one thing i would say dont bother with coco bongos its quite frighting realy dark and packed you can not move or get a drink moon palace here we come again

The service at Moon Palace was awesome! The staff was friendly and helpful. Our hotel room was clean. We did take a few trips into the hotel zone in Cancun and although the beaches were nice at Moon Palace they were amazing in the hotel zone.

Too Expensive - Rude Staff- They Obviously Hate Children!

I have been coming to the Moon Palace for years now. I joined the Palace Premier Membership 5 years ago. Had I known then what I know now, I would have NEVER joined. It has gone totally down hill!!! I am not convinced that employees are giving Moon Palace good reviews on review boards. There is no way that people are giving this place good reviews!! NO way!! I payed 4,500 to stay in this dive for a week and round trip airfare from Columbia, SC. 4 years ago, the same trip cost $2,200. So, twice as much for a dive. Gross. We were put in a room that was considered a "garden view" room. Garden view is overlooking a barbed wire fence and a service road. We wanted another room and were told it would cost us $750 to change. We changed rooms and they charged us the $750. They acted as if they didn't have any available rooms but the hotel was deserted. I have stayed here many times before and this was the most empty it has ever been. The food was horrendous. I used to LOVE coming to Moon Palace and the food USED to be so yummy. Not anymore. The pastries were old and stale. Sushi is not edible. Worst sushi I have ever had, if you can call it sushi. Meats were overcooked or undercooked, close to raw!! Shoney's is better than this!!! The best food was at the golf resort restaurants. We couldn't wait to get back to the US so we could eat better food. I actually lost weight on this trip. I sat at the beach for 2 hours and NO server ever came by to ask me for a drink. I was sitting no more than 50 yards from the "members only" bar on the beach. Used to be, if you were at the moon palace pool or the beach, you would have drinks in your hand non stop. The whole time we were here we had to go to the bar and get our own drinks. The drinks are practically SOLO cup sized drinks. Plastic tiny cups. Watered down and weak. The restaurants were dead but we had to wait up to 45 minutes to be seated because of shortage of staff. Breakfast is the best meal of the day. If you are dumb enough to reserve this hotel, get your fill at breakfast because it's all downhill from there!! The salad dressings are...interesting, to say the least. I couldn't even get coffee refills. Used to be I would take a sip of coffee and 2 servers were instantly at my table to give me a refill. NOT NOW. I had the server fill my cup, and 2 other cups at the table so I would be able to have refills on my morning coffee. Did I mention how bad the food and service were!! wow!! Not what you expect for $4500. We could have stayed at numerous other resorts for that price and had a wonderful time with better food and service. Please do your research!!! The beach is covered with Kelp and dump trucks ride up and down the beach all day long TRYING to pick it up. The truck drivers are oggling the women as they drive by!! Its gross. The hotel is getting really rundown. Plaster is falling off the walls and it is showing its age. I guess the economy is taking its toll on Palace Resorts. If this is a "Palace" then being royalty leaves little to be desired. Never again, Moon Palace!! Never again!!! Adios to the Banos!!!

Pros: Beautiful Pool Area by the Beach Cons: Poor constumer service with false promises. They had promised to do something special for my daughter's birthday, they completely forgot. All they try to do is to get you buy membership by giving you false promises. The minute you sign the membership contract, you cannot cancel. There are tons of restrictions they do not tell you about the dollar credit and the all inclusive services. I ended up getting a $120 bill for a bottle of wine I ordered at one of the resort restaurants. The quality of food and snacks is clearly below average. I found rocks and screws in my meals 3 times. Hallways were flooded with water after one rain storm. There is no accountability!