My experience here has been positive. This is one of the resort that I've noticed provides really great customer service and a true all inclusive resort. Food was surprisingly better than I expected. I stay at the Sunrise, which is the middle (Nizu more budget and Grand is the high end). It was perfect, there were plenty of activities for the little ones and nice shows for the adults. The restaurants consist of several all you can eat and several sit down restaurants. The nicer sit down restaurants, you'll want to reserve in advance and bring some nice cloths. I spent several mornings going to their gym, the coach is super friendly. I took some of their fitness class - kickboxing and physical fitness. The coach does their best to cater towards your physical fitness. I was lucky one morning to be the only person there, so I got a one on one experience, love it! I would definitely go back in the future. Short drive from the airport as well. You should download their app since it gives you all of their information and restaurants, reservations times, etc. Just watch out when you check in and check out, there's some sales folks who will try to hustle you. Just say no thank you. Spend time at the place first, and unless you know you're coming back for sure, just say no thank you. read more

Ok so Moon Palace is HUGE! I'm fairly new to the all inclusive lifestyle until recently when a few of my friends have had weddings at these types of resorts. I'm usually more inclined towards an adventurous vacation but there is a time and place for everything. Moon Palace certainly has everything! This resort is only about 10 minutes from the Cancun airport (CUN) and is actually compromised of three properties in one - Nizuc, Sunrise, and The Grand, each with increasing level of "fanciness." You can travel between all three on foot or by golf cart and take advantage of the amenities at each, except The Grand which is wristband access only. Each property has all of the things - swim up bars, restaurants, beach access, lobby bars, night bars and clubs, grab and go food, and more. My friends and I upgraded our standard room to an ocean view room right near the golf cart stop and it was worth it. Getting around the property does take a little coordination and it was nice to have the golf cart stop nearby. The room itself was spacious with a well stocked fridge and hard liquor dispensers but does have a large bath tub in the center of the room which took up a lot of space. I'm not sure who is using these. We got room service almost daily for breakfast and a late night snack and it came quickly and was fairly good quality. The staff were all excellent so definitely do not forget to tip! They of course are gracious for anything that you are willing to offer - pesos and US dollars included. Please, please tip as they all work really hard to make sure that you have everything that you need. I will say that the check in process was a little confusing. When you walk into the lobby at Nizuc, there are several large desks immediately to the left that look like the check in but these are actually the check OUT. Check in desk is actually down a couple of hallways and not well marked. I had to get a bellboy escort me. We also had some issues with our wristbands. Since my party arrived at different times, some of our wristbands got deactivated when the rest of the party arrived. Luckily we were able to help one another out getting into the room and finally got it resolved at the desk. My only real reservation about this resort was the number of young teenagers. Admittedly, we visited during spring break but teenagers they were everywhere! Drinking age is 18 in Mexico but many of them looked like they could be 14 years old drinking at the bars and going to the clubs. Many of them were quite rude too yelling at the poor waitstaff for more drinks, not tipping and not saying thank you. read more

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We have stayed at Moon Palace twice. Once in November of 2024 and again in November of 2025. Please note that this review will be focused specifically on our 2025 visit as when we visited in 2024 we were guests of members so our accessibility and experience was slightly different. We landed and grabbed our bags. Found the Palace transportation quickly and we only waited about 25-20 minutes for our bus/van to arrive. The hotel is only about 10 minutes from the airport which is really nice. Check in was easy. We took advantage of the digital pre check- in using the app and it certainly seemed like a smooth and quick check in. We were greeted with fresh flowers and they gave the kids gummy bears which was a nice gesture. The staff was very friendly and courteous. We were offered an upgrade to ocean front. Using the voucher, we did not have an option of choosing anything but garden view so it was nice to have the upgrade offered. It did come with a price tag though. I am not sure if it was really a deal, but we opted for the upgraded view because it is nice to see the ocean at night from your balcony once the kids are asleep. It was kind of annoying to be hit up for a significant chunk of change right off the cuff, but we could have declined if we wanted to. I just thought that being a return guest might have bought us some brownie points and maybe we could have scored a free upgrade - but no such luck lol. Our upgraded room wouldn't be available until the next day so we had to move on our second day but that wasn't the end of the world. The upgraded room was worth the wait. We loved the corner balcony and the view was beautiful. The balconies are small. As are the rooms. But we were able to fit two roll away beds in addition to our king, so I guess it's big enough to sleep in, and who is really spending that much time in their room anyway. The room was clean, and housekeeping was consistent. They would read our notes and leave anything we asked for accordingly. Make sure you tip housekeeping! They really do deserve it. Our favorite place for breakfast is the nizuc buffet. We loved our server, Humberto and asked for him every day. He just elevated our experience and would bring our daughters strawberries as he knew they loved them and they weren't available at the buffet. He did not have to do that and I thought he was very thoughtful to do so. Our favorite dinner was at Pier 8 over at sunrise. We thought the service and food were elevated. We also enjoyed the Brazilian steakhouse. Make sure you are hungry for that one! The Mexican restaurant at the golf course is also fantastic. A very authentic experience and a must do. We typically just ate lunch at the pool. Our servers were fantastic and our drinks were never empty. Poolside food was great especially for the kids. The ceviche was awesome for a lighter option and the kids loved the pizza and chicken wings. The shows were all fantastic. We really enjoyed the Fuego show and Sebastian the magician. The Nizuc lobby ice cream and crepes are also a must try. Such a fun treat at any time of the day. We did get day passes to the Grand after agreeing to attend the presentation. Thankfully we had friends that offered to watch our kids this year as I was very disappointed in the childcare offered when we attended the presentation in 2024. Our toddler had obviously been crying the entire time and I was irritated that someone did not come get me to let me know. We did enjoy the water park for the day and the tacos at Los tacos were incredible. We also had dinner at the Circus restaurant at The Grand and of course the kids loved that. The food is fine for adults but it's really about the show. The biggest let down of the resort is the beach. This is completely out of the hotel's control though. You can't can't compete with Mother Nature and her seaweed. The heavy machinery is an eye sore but they are there to make the beach as nice as possible given the circumstances. But the pools are so incredible, it's really not a big deal. I can't say enough good things about the Dreamery team. The poolside activities for the kids are awesome. The staff love engaging with the kids. Definitely recommend the princess spa at the golf course if you have little girls! I know people are apprehensive to travel to Mexico but I honestly feel perfectly safe here, especially within the resort itself. I do plan on returning and I'll be curious how we are treated as a returning guest for a third time. Our experience is always great but I did get turned off by a couple of things here and there. I want to try this resort one more time to see how it goes and I will then make a final determination on my future with Moon. We obviously do enjoy this place, especially for the kids, as we keep coming back. I would recommend this resort for families. But we shall see what I think at our next visit. Stay tuned for my follow up review after our next visit. read more

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SO i cannot understand why anybody would have a bad experience here, but seriously look in to the resorts beforehand...they all vary in treatment. IN MY OPINION! this is a 3 star place at best but i am giving them a huge 5 star review for a number of reason: let's start with the staff: These people are the kindest and sweet folks on the planet. They were aware we were there with our team, so we had a lot of our own props, fixtures and equipment in their building. We got just about every single request we asked for fulfilled including cleaning the rooms and room service in a timely manner. I saw so many people cleaning, helping us with questions and providing assistance to whomever needed it when requested. moving on to the food & drinks: it was 3 star quality food but considering it's all you can eat for 3+ days i had my body weight in complimentary guacamole and tequila. do yourself a favor and ask for what you want! they accommodated just about everyone's allergies, medical needs and water every chance we could get someone. my team had our own sun lotion station and hydration areas but they resort was helpful the entire time. I know it is often frowned upon, but i (specially me) tipped just about anybody i could in USD and i felt like i got extra special treatment because of it. I had as much tequila as legally allowed and i even went to the gift shop and bought more to take home...and also at the airport! lol the reason i am here: my work sponsors a festival type experience on their grounds. there is a massive stage in the back of some of the suites and it offers a musical offering on top of the inclusive resort amenities. i paid for my flight but they covered just about everything else. There was security guards, maintenance staff, shuttle carts and hydration station throughout. again between the party and the venue we had a ball. the downside: it was not as clean as i would like to hope. but considering this is one of the first hotels right off the airport it's probably inundated with guests so often they can't keep up. we were given the chance to walk the beach and clean up our own trash and things and we did just that! we also noticed certain areas of the beach had seaweed along them so it was encouraged to stay in the heated pools rather than the open waters. like i get it, you want to go to the beach but most of the complaints come from folks who don't seem to notice these beaches are always covered in something besides sand. given the chance for pool side bar service...i'm going with the pool! will i ever come back? absolutely! This venue is great for small parties and the occasional girls/boys/gals/gents/folks weekend getaway. i do not recommend this location for weddings, large parties or families who can't just enjoy the small tokens of a nice little oasis. there are plenty of other venues to choose from that offer lavish updated...MORE EXPENSIVE experiences. if you've been to resorts with greater aspects than this one i would highly recommend skipping this location to get a better vacation/trip overall. also you can avoid the timeshare folks. just tell them 'no'. read more

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So my friends and I went to our friends sister destination wedding. And I am really happy to say that we really enjoyed our time there! We stayed at the Sunrise Resort, its so massive with so many food options, friendly customer service and great vibes! The only problem we had was there was a mix up with our rooms and they didn't really solve our issue as well as the place were were saying at had ocean view (ish) but every time we stepped up on the balcony it smelled like rotten eggs due to the ocean. I would for sure though go back and the wedding itself was done very well :) read more

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TRAVELER WARNING -- SERIOUS ILLNESS AT THIS RESORT A member of our group was hospitalized after contracting two confirmed parasitic infections -- Blastocystis Hominis and Entamoeba Histolytica -- within 48 hours of arrival at Moon Palace Cancun Sunrise. She had zero symptoms before arriving and consumed exclusively resort food and water. Amerimed Hospital lab results confirmed active infection with uncountable red blood cells and visible blood -- she required emergency medical care and a 5-day antibiotic regimen. Her entire vacation was destroyed. She was confined to her room, unable to eat, drink, or participate in any resort activities she paid for. Entamoeba Histolytica is one of the deadliest parasites in the world -- responsible for 100,000 deaths annually. It is classified by the CDC as extremely rare in the United States and is primarily endemic to tropical regions and developing countries. Our guest is a healthy resident of San Francisco with no prior travel history that would explain this infection. This parasite was contracted here. When we reported this to the resort, management (Alfredo Barrera, Public Relations Manager) refused to provide us with a copy of the incident report and suggested she may have arrived with the infection -- a claim directly contradicted by the medical evidence, her US residency, and the CDC's own classification of this parasite as rare in America. We have filed a formal complaint with Palace Resorts corporate. We are sharing this so other travelers can make an informed decision. If you or anyone in your group is immunocompromised, elderly, pregnant, or traveling with children -- please be aware. read more

Moon Palace Cancun - Hospital results - Resorts Near Me - Cancún, ROO

Moon Palace was an amazing trip. We were actually in Ocho Rios and the resort was a very convenient size for a family group of six. Accommodations were really nice. Top level service at all the restaurants. Pretty decent selection of top shelf booze by the pool areas. Pool, and beach are easily accessible. Booked excursions to Dunn river falls, the Blue hole, zip lining and rafting, All executions wear no more than an hour out so it was very convenient . Staff was friendly and did a good job addressing any concerns or questions. They have a very impressive spa. You will definitely feel like you are getting the royal treatment. This trip was an all around memorable and successful vacation for R&R. Moon palace are building everywhere but this Ocho Rios Location is in a prime area. Please note the ride from the airport to Ocho Rios can be really pong depending on traffic. That is the only drawback. read more

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First time as a visitor was great, 2nd time as a member not so much...so there won't be a third unfortunately. All-inclusive is a selling point of Moon Palace and they have a beautiful resort in Cancu. But there's a lot of behind the scenes expenses, that definitely make your stay not "all-inclusive". It's the little fees here and there that make it not worth it, especially when you're a meme who shells out money each month. Plus the cost of airfare and booking a stay, a stay at Moon Palace is not cheap. Then you have credits that are supposed to be able to be used during your stay, but they set it up so as credit credit can only be used for certain things. And off resort adventures and excursions, that they heavily promote on the resort. You in some cases have to pay out of pocket. Plus all taxes and frees for these bookings, to include a a spa experience is out of pocket as well; which after a weeks stay can really add up. So in the long run, what is the point of having say $1,500 in resort credits but they can't be used on those out of pocket expenses or even laundry. Those are the types of things that almost force you to stay on the resort, which might be nice if your visit one time. And take the time to experience everything there. But you start to realize it's not worth it when you want to take part in many of the amenities they have to offer. All-inclusive to me, means just that....ALL-INCLUSIVE. Not only inclusive of the food, drinks and entertainment (nightly shows). First stay we were at The Grand which is their top tier location, so you can go to all of the other locations for free. Theb2nd time we stayed at the Sunrise, which is the location right before The Grand. The food was good, drinks are good, shows aren't bad for resort shows. The Grand has the better pool selection as they also have the large water park. Overall: The extra fees and charges not able to be used with members credits, made continuing to go here not worth it. So while it was fun at first, it wasn't so much at the end. And we'll look at other options when we go to Cancun again. read more

This was the first all inclusive resort I have been to that included alcohol. I have mixed emotions. I had the best vacation ever but there were expensive last minute fees. Makeup and hair was way more expensive than I would have paid for in California and my lady here is pretty pricey. Room service took over two hours to arrive, most of the time we would miss our food because we couldn't wait for it anymore. The bride told us that there were add on fees for things that I do agree should have been included in the final price, for example: they sold her the fire show for her guests, the venue added on last minute extra fees for a sound system that the show needed like wouldn't you think that should be included in the fire show? When we tried getting into the other clubs, we couldn't enter even though it looked dead and we would have been the party. But with all the extra fees, it was an absolute beautiful wedding and vacation. I had the time of my life with amazing people and I rave about this week of my life. Everyone here was very nice and felt so smooth. We loved the spa! read more

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The check-in process takes 1/2 an hour. And heaven help you if there is more than 1 person in front of you. Once you finally get checked in, you are immediately targeted with a sales pitch for a time share. And if you try to say "no thank you" they continually harass you every time you walk through the lobby, continue the assault by calling your room every day. We were here with my daughter, son-in-law & grandson to celebrate their 10th anniversary. The resort sent them an email saying they were upgrading their room, but when they checked in, they didn't want to honor the email. The resort manager had my daughter forward the email to him & it looked like they were honoring it. But, not really. And it was a hassle for the rest of the trip. It's too long a story to get into here, but I will say the resort made a mistake and ended up blaming my daughter. They handled it very poorly and made them feel like they did something wrong. Then they made them sign a waiver saying they wouldn't take legal action against the resort!! Unbelievable. Additionally, housekeeping was less than stellar, they kept taking towels but not replacing them. And the food in the restaurants was not great. The Gondola was AWFUL! The Hibachi was the best. The overall experience left a bad taste in my mouth. There were multiple issues and they were handled poorly every single time. Management had opportunities to make things right but failed to do so. Customer Service was atrocious. I guess if nothing goes wrong, it would be fine, but that was not our experience. I will never come back here & I will warn others against it if asked. read more

This is the worst resort I've ever stayed at. Upon arrival they upsold us on the honeymoon room. Which is the exact room i originally booked. The front desk originally tried to sell this room for $250 EXTRA a night my boyfriend declined. We got it for $120 EXTRA a night. They gave us these black wristbands calling them" VIP" which have absolutely no benefit. Every single employee tries to get you to a timeshare presentation to go to the Moon Palace Grand. Food is decent. Will never come back. read more

Not what promised! Rooms super small! Transportation, always waiting for golf cart to go from place to place. Supposed to have a shuttle van to airport. They put us on a bus tgat took a very long time e with the stops! Would not recommend at all, especially not Sunrise! read more

DO NOT STAY HERE I GOT EXTREMELY ILL FROM THE FOOD AND THE RESORT WAS NOT HELPFUL. If I could rate 0 I would!! Just got back from a 7 night stay here with my family . During my stay I ended up hospitalized and extremely ill. At the hospital I tested positive for 2 parasites. When i was well enough to speak to public relations they said that I must have brought the parasites from home and they would do nothing to take any responsibility. Both of these parasites live in tropical climates and are extremely rare in the United States. The resort sent me to a shady hospital where they tried to scam me out of $4000. I could not eat or drink anything but bland food and no alcohol for the remainder of the trip and they refused to even reverse my all inclusive....0 customer service or help with anything. They have even refused to give me a copy of the incident report which is very strange behavior I have never felt so sick in my entire life and was overall a horrible experience. if you care about your health or the health of the those you love pick a different resort with clean food! read more

Moon Palace Cancun - Resorts Near Me - Cancún, ROO

I'm writing this review in hopes that hotel management will address these issues publicly, because my experience so far has been extremely disappointing and far below what this resort advertises. After arriving from a five-hour flight, I was met with an unprofessional and unhelpful check-in experience. The front desk employee whose name started with "L" showed little interest in resolving concerns or providing proper assistance, which set a very negative tone from the beginning. The operational issues here are also unacceptable for a resort at this price point. The elevators were barely functioning, and I waited roughly 45 minutes just to get to my room while completely exhausted from travel. That level of inconvenience should not happen at a supposed luxury property. Additionally, the room I received was marketed as an ocean-view room, yet the actual view only shows a very small portion of the ocean -- maybe 10% at best. This feels extremely misleading and does not match what was promised at booking. Considering the premium rates charged, the value simply isn't there. I am requesting that management publicly address: 1. Why guests are being sold "ocean view" rooms that do not meet reasonable expectations. 2. What is being done to fix elevator reliability. 3. How staff training and professionalism at the front desk will be improved. I hope someone from management takes this seriously and responds, because at the moment the experience feels overpriced, frustrating, and far from the level of service this resort claims to provide. read more

Moon Palace Cancun - Resorts Near Me - Cancún, ROO

We stayed at the Grand and it was amazing! Some of the food places weren't the best, but it is truly hard to give this place any lower (maybe a 4.5). The outdoor area is amazing and there is so many places to explore, in a week we still didn't visit everywhere. I will say that the Grand was much better than the other two resorts and I would recommend spending the extra money! Overall, would go again. read more

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If you're considering staying here, save yourself the frustration and keep looking. This was easily THE WORST resort experiences I've had, and I've traveled extensively, including 6 times in Mexico. It started early in the trip when I politely messaged through the resort app to share that our ocean-view room was completely unusable due to a horrific septic stench. We couldn't even sit on the balcony we paid extra for it was that strong. I messaged on the app and was greeted by Axel, who was initially responsive, until I brought up my concerns. Then suddenly... my messaging feature was turned off. Yep. I was completely blocked from contacting the front desk or support through the app. The timing felt very retaliatory and petty. That same day, our room was never cleaned despite requesting housekeeping. I had to call down just to ask for water and towels to be delivered, which never showed up either. When I went to the front desk the next day to follow up, I was met by Carlo, who was stone cold and clearly irritated. He barely acknowledged me, said there was "nothing he could do," and told me I had to go to public relations or write a letter to the travel agency. I also found a $25 "no-show" charge for a dinner reservation I never made, which Carlo eventually removed after I pushed, but again, no explanation and zero apology. Let's talk about the actual property: the beach is a joke. If you're looking for tropical turquoise water and beach loungers by the shore, this is NOT it. The water was brown, churning with seaweed every single day. There were no loungers, just mounds of sand and seaweed. The red flag was up the entire time. It looked and smelled nothing like a relaxing beach escape. Even the pool area was poorly maintained, broken tiles, trash floating in the water, and debris everywhere. Maintenance equipment like hoses, tarps, and tools were left out in plain view during the day. Trash cups were left sitting around for hours, and overall the place just felt neglected and not guest-ready. This resort lacks not just attention to detail, but basic hospitality. Between the gaslighting, lack of accountability, poor conditions, and aggressive sales tactics, I wouldn't come back here if the trip were free. I've stayed at many resorts throughout Mexico, and this one stands out for all the WRONG reasons. And finally let's talk about the relentless sales culture. Upon check-in, you'll be pressured to attend a 90-minute "presentation" in exchange for day passes to their Grand resort that includes a waterpark. Even if you decline, as we did, expect to be called repeatedly throughout your stay. We were firm, said no multiple times, and they still kept calling. If you choose to stay here, just be prepared to deal with the busiest and most persistent salespeople you've ever met. Then came checkout, and the icing on this chaotic cake: a pushy resort rep would not leave us alone about booking a promotional deal to come back. I told her we had a terrible experience and were absolutely not interested. She kept going. I told her my type 1 diabetic husband was experiencing a hypoglycemic episode and we needed to get sugar for him, and she still kept pushing, even getting on the escalator with us as we tried to leave. I finally had to say, "With all due respect, my family is leaving now and we're not interested in any of your franchises." She rolled her eyes and walked away. Such a disappointment - BEWARE!!! read more

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I'm really surprised to see such a low review for this place. We had such a sick time and everything was fantastic. The pool was sweet! Swim up bar was nice. My favorite thing was how many people came up to help when your drinks were empty. The beach kinda sucked. But wasn't horrible. The food was really good. The Grand is where you want to stay read more

In late September, I had the chance to stay at the Moon Palace Resort in Cancun while covering an event. The experience was nothing short of luxurious, though not without its quirks. My room was in the Pineapple building (#3326), featuring a Jacuzzi, a walk-in shower, a king-sized bed, and a stunning view. The all-inclusive package gave me unlimited access to room service, which meant I could enjoy a steady flow of delicious food without ever leaving my suite. The steak, nachos, burritos, tacos, and desserts (including mousse and tarts) were all top-tier, showcasing flavors I didn't expect from standard room service. Even the most basic items, like soda or ketchup, seemed to taste better here. The resort itself is beautiful. Walking along the beach offers a scenic experience, though it's clear that swimming isn't the main attraction due to boats and construction in the area. I didn't get to explore the luxurious restaurants, but the variety of cuisine options, from Italian to Indian, means you'd be hard-pressed to go hungry. Entertainment was a highlight--I got to see Snoop Dogg perform, which added a Caribbean flair to the overall vibe. The resort's offerings for families, like mini-golf and pools for children, make it inclusive for all types of travelers. However, a couple of downsides are worth noting. First, the hurricane season interrupted my plans for exploring Cancun's coastal region. With back-to-back hurricanes, outdoor activities were cut short. Second, the room's flooring posed a safety hazard when wet. After using the Jacuzzi, I noticed there wasn't a proper drain near it, leading to a slippery situation that could've been avoided with better design. This trip, my first outside the U.S., left me with a mix of awe and reflection. Despite the weather setbacks, I thoroughly enjoyed the high-quality amenities and friendly staff. English fluency among the employees was impressive, and their welcoming attitude added to the overall experience. If I had paid for this trip, I estimate the cost for three nights with all-inclusive services at the Pineapple building to be around $1,500 to $2,000, depending on the season and deals. While the resort didn't offer everything I wanted due to the hurricanes, it still gave me a glimpse into the kind of experience many dream of for a honeymoon or a special getaway. If given another opportunity, I'd gladly return--though I'd plan for a season with better weather. read more

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Trying to talk to a travel advisor at this place is absolutely impossible. All we are trying to do is book Golf for four days and these people are absolutely inept and incapable of doing that. Multiple calls to the resort multiple calls to our travel advisor and we have gotten nowhere. Do not waste your time with this place. read more

We recently stayed at Moon Palace Sunrise and unfortunately, our experience did not meet expectations. The room felt outdated and had an unpleasant smell throughout our stay. For a resort of this size and reputation, we expected better upkeep and freshness. The food overall was underwhelming. While there were plenty of options, the quality and flavor just weren't great compared to other all-inclusive resorts we've visited. One of the biggest downsides was the constant push for timeshare presentations. Staff were quite aggressive about getting us to go to "The Grand" for promotions, even calling our room early in the morning to promote it. It felt intrusive and took away from the relaxing vacation vibe. The property itself is extremely large. While that may appeal to some, we found it inconvenient. The buildings are quite far from the pools and restaurants -- either a 10-minute walk or waiting 10+ minutes for a golf cart ride, which adds up quickly, especially with kids. The only real highlight of our stay was the housekeeping and restaurant staff. They were genuinely kind, attentive, and hardworking. Overall, we left feeling disappointed and don't feel the resort delivered the level of quality we expected. We WILL NOT come back or recommend to anyone else. read more

Stay Away. Unclean and invasive sales tactics. We read the negative comments about the timeshare hawking, and the pressure to learn more about the Palace resorts, but it really is too much. After a bad experience at checkout where we were incorrectly charged for something at dinner that the waiter specifically said would be taken off at check out using credits, a sales person had the nerve to try to get us to listen to her pitch about another Palace property. Unscrupulous practices in my opinion. read more

The food is terrible and I got horrible food poisoning. The staff do not wear gloves when preparing food.

Today, February 7, 2026 I experienced one of the most traumatic incidents of my life. At approximately 2:40 p.m., there was a loud knock on the door of our room. When I answered, resort security informed me they were investigating an alleged altercation between a room guest and a member of the housekeeping staff. I was confused, as every member of our group had spent the entire day on the patio relaxing. I had not been inside the room while housekeeping was present. I was then told that a housekeeper reported being slapped twice by a Black woman and had identified me as the person responsible. This accusation is entirely false. I never touched her, never entered the room while she was cleaning, and remained on the patio the entire time. I immediately explained this and informed security that I had three witnesses who could corroborate my account. Despite this, I was told I had 20 minutes to vacate the property with all of my belongings. I was informed that the decision was final and that no further discussion would take place. Although we were told the other guests could remain, they chose to leave with me. As we packed, security stated they were waiting to see whether the housekeeper intended to press charges. We requested that she be asked to identify her alleged assailant again; she once more named me. I firmly believe this was a fabricated accusation, potentially motivated by financial gain, made without any factual basis. We were escorted by multiple security personnel positioned on both sides of us through the resort as though we were criminals. At guest services, we were required to pay charges for future scheduled services, which felt like an opportunistic money grab given the circumstances. We were then escorted outside to wait for transportation, again surrounded by security. Even after leaving the property, security questioned our driver about where we were being taken, and the gate guard repeated the same question before allowing us to exit. I have never experienced anything like this. Cancun has always held positive memories for me, but this incident has permanently altered that perception. The way I and my travel group were treated without evidence, without due process, and without dignity has left a lasting emotional impact. I will never return to Mexico, and I will carry the hurt of this experience with me for a long time. I am looking forward to returning to the United States. Where I have due process. read more

My first time experiencing an all inclusive resort and it was the relaxing and fun. Literally eat, swim, sleep and repeat. The weather for our stay for the week was beautiful and in the mid 80s. Staff were very friendly. We were at the Sunrise location and stayed in the building called Chile. We were on the bottom floor and really close to the pool. The pool water is warm. The pool isn't deep. You can swim up to the bar grab a drink. We went during early February so it was there slower time. There were plenty of lounge chairs with umbrellas for shade and tables for your drinks.. Servers come around very often to get food or drink orders. We mostly soaked up the sun and hung out in the pool mostly. Plenty of restaurants to try that covers all the food categories: american, Asian, Indian, Italian. They have an app to make reservations. There are buffets and a 24 hr Cafe that serves ice cream, coffee/beverages, deli sandwiches/subs, macaroons, chocolates, crepes, small assortment of bakery items that change daily. All food and drinks are inclusive. Just be sure to be nice and tip. The room we had king size bed, large bathtub/hot tub with bubbles, has a spacious stand up shower with shampoo, conditioner, and soap. Complimentary Toiletries I found you can get shaving cream, razor, toothbrush, etc through the app. Fridge is stocked with pop, juice, and beer. Alcohol dispensary next to the mini fridge. Our friend had left a note for a specific beer and tip for the cleaning lady and he got that beer filled everyday during our stay. The rooms get cleaned multiple times throughout the day. There is a safe in the closet to keep your important stuff in it. Lots of events for kids and adults throughout the day. Such as face painting, water balloon fight, sand castle building, and bubble machine for the kids. For adults there were Volleyball, water aerobics, pool party, water pool, and more. Also for adults they have workout event in the mornings. There is a show every day after dinner. We got to see the flame show and glow night show. We didn't do any excursions, since we wanted to relax at the resort. We did get complimentary mani, pedi, and 25 min massage. We applied resort credits to get a facial. Be sure to take advantage of the hydro shower and hot tub at the spa. We didn't know so we missed out on trying it after our massage and facial. I advise to get there 30 min before your appt to check in, change, and explore around. To get around you can walk or use their complimentary golf cart service. Definitely recommend staying at Sunrise moon palace for a nice getaway and relax. read more

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Kicked us out because they said their was altercation outside the bar which wasn't even us it was our first night we had it for 7 nights and I spent more than 3000 didn't get my refund back. They gave us 10 mins to pack and if they didn't they would call the cops. They take advantage watch out read more

We had our wedding here in December 2024. We had approximately 90 people come to the resort. The resort is absolutely beautiful! They do an amazing job of keeping it. They did not do the best job in terms of making sure the guests in our room block had good rooms. Everyone that had an ocean view had a completely obstructed view because of the stage. They also had late night concerts and parties right next to the bedrooms, which was not ideals It does take a day or two to get used to how massive the resort is. After that, you get used to understanding how to use the golf carts. We found the food to be absolutely delicious! We love that there was a wide variety of food and bars to pick from. We had a blast and think they did a very well job executing on the wedding. read more

We love the you can eat. 24 hour room service was great. But we Asian need more soup on menu. Instant noodles available in room service would be a game changer. read more

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Moon Palace was amazing! The reason I am giving it such a high rating is the people! The staff were wonderful! The food was very very good for a resort! We were there in August- HOT! The staff that were working were so friendly and accommodating. Housekeeping was always prompt and on time, and even helped turn our TV from Spanish speaking back to English for my mother while we were at the pool. While out at the pool you did not have to wait for a drink, and there were plenty of places to catch a light lunch or a snack. We had dinner reservations every night. The Mexican restaurant at Nizuc was wonderful, so was the Indian one at Sunrise. The Brazilian is always a favorite, but by far the best one is the Italian one at the golf course. The only thing that was a bummer was the beach, the sand was beautiful, but the ocean was not..... It was brown and was full of sargassum. There was a tractor that came along and cleaned it up, but like I said we were there in August and it was HOT so you couldn't sit out there and even enjoy the breeze. However, that is not the resort's fault. read more

An expansive all inclusive resort located about 15-20 minutes from the Cancun Airport. The resort is so large that golf carts are used to transport you around the resort. There are many options for meals; buffets & ordering food that is cooked for you. The staff was overly attentive which made my stay wonderful. You're always greeted with a "hola." In nature around the area, you'll see alligators, & exotic birds. I went to the spa. Denise was wonderful as serviced me. Her hands and arms became one with my body. The arena area for conferences was perfect. It was only a short walk from the room. There was always constant food and water available with a wait staff that immediately took your used plates from in front of you. It was definitely an appreciated experience that I'd recommend to others. read more

Moon Palace Cancun - Room - Resorts Near Me - Cancún, ROO

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Day 1 of a 7-day stay, and I'm already regretting it. The first room I was given was on the third floor of a building with a broken elevator. My 7-year-old is in a cast, so climbing stairs was not an option. You'd think that would be obvious to the staff--but apparently not. I had to ask for a new room, and unbelievably, they charged me an extra $600 just to relocate. The new room was somehow worse. There was water all over the floor, the toilet, and even dripping from the light fixture. My luggage is soaked. Our socks are soaked. And the staff? Completely indifferent. Not a single apology or offer to make things right. The resort uses a "taxi" system to get around the property. In theory, this sounds convenient--except that not one driver stopped for me, ever. I won't speculate on why, but I'll just say I was the only guest I saw being ignored like this. This place tries to associate itself with Le Blanc, but that's laughable. Le Blanc should be embarrassed to be mentioned in the same sentence. I've stayed at Red Roof Inns that were cleaner, more organized, and far more respectful than this so-called resort. Bottom line: this place is low-class, disorganized, and unapologetically careless. Don't waste your money. You've been warned. I will follow up with a day 2 experience. read more

We came here for a wedding in May - we stayed in the Nizuc part of the resort. If you like all-inclusive, this is a great option since you have access to all the amenities regardless of which one you're staying at - Nizuc or The Grand. They have carts all over the resort picking up at various pick up locations so it was really convenient and easy to get around. I recommend downloading the app for a much better experience. We got to enjoy most of the amenities they had in between all the events we had lined up for the week. The buffet had decent food, we had better experiences at the restaurants, but a lot of the sides and appetizers are similar. Our rooms had "double" beds but they felt way too small to be shared between two people. And the room we stayed in had a bathtub in the middle of the room... in our opinion, it was just a space eater and made the room feel cramped. Overall it was a good experience, it's a beautiful resort, wish we could've stayed longer' read more

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MOONPALACE SUNRISE REVIEW (VEGETARIAN PERSPECTIVE) We stayed at MoonPalace Sunrise for 5 nights and 6 days in June 2025. This review focuses on vegetarian options. MOBILE APP The Palace Resort mobile app is user-friendly and useful for reservations, room service, luggage pickup, spa reservations and amenities. ROOM our Deluxe with a jacuzzi in the room and hammock in balcony were great for relaxation. There were cracks in bathroom and room corners but weren't an issue as Air Conditioner was working. Room refrigerator items were included in package so beer, soft drinks and bottled water was free. For room dinning, tried fries (w cheese too), chips with guacamole, etc. ITALIAN Tried Veggie and Cheese Pizzas at Pepe's Pizza, Poolside Pizza and Tavola. Our experience was good and Pepe's Pizza Veggie Funk (well done) was the best. Tried vegetarian dishes at Gondola and Tavola (Tavola was better). Both the Italian restaurant Gondola and Tavola has good choice of dessert menu so tried all as portions were small. Tavola waiter was friendly and took our special request for veggies on Margherita Pizza. Gondola's tomato creamy soup was good. INDIAN Had dinner at Agra for 4/5 nights as it had most vegetarian dishes (tried all except chole, flavored rice and gujarati kadhi) on the menu. Appetizer Onion Bhaji, Vegetable Samosa and Sabudana Vada were ok. Hariyali Paneer Tikka was ok (seemed green (mint + cilantro) chutney applied over Paneer). Curries Paneer Kofta(best), Jeera Aloo and Paneer Butter Masala all were good. Desserts, kulfi was weird in taste, Gulab Jamun was not good in taste but Gajar ka Halwa and Kheer were best (esp. Kheer). Naan (Chilli, Butter and Garlic) were good. Cheese Naan was not filling but just shredded on Naan which didn't add much taste or value to Naan. Both Dosas (sadha also comes with potato bhaji) and Pav Bhaji were good. Overall food and ambience were good and friendly waiters at Agra. MISC. (INTERNATIONAL) For Breakfast and Lunch, we have been to international cuisines that offered wide variety of food (not for vegetarian but fun for non-vegetarians) We have been to Bugambilias, El Manglar, The Grand Buffet and Circus (think this was mexican cuisine) for breakfast and lunch. Gondola also offers breakfast (no lunch); its almost same as Bugambilias. All these restaurants do not need reservations for breakfast and lunch, if open. Overall good experience but they need to do better on vegetarian options (Only lord will help Vegans :)). Although there were many items in breakfast, we only had milk, cereals, potato (fries or some form), croissant, coffee and bagels; rest of the options in buffet were non-vegetarian. I am sure that croissant and other bread would have eggs but there was not much for vegetarians to eat other than salad, juices and fruits in morning. Bugambilias lunch had veggie burger, fries and some indian dishes (saag paneer and rice) for the day we visited. MILKSHAKES AND ICE CREAM milkshake and ice cream center are not to be missed at all the 3 places. Chocolate milkshake is a must; loaded with at least 6-7 scoops of ice cream for milkshake. ACTIVITIES For Activities, there is Flowrider (simulated surfing), Playroom (ice skating, tennis, etc.) for kids, Bicycle for 1 hour and more activities (check app) for kids. WATERPARK (THE GRAND) Waterpark (and playroom next to it) was good for kids; if your kids are above 48'' then they can enjoy all the slides else water wave and other activities available. DRINKS Every night Lobby Bar has some music or activity so do relax at the sunrise lobby with some drink and music. EVENTS At Sunrise, Mad Max Fire show was best and not to be missed; rest of them like Circus, clown show are all good. SPA Highly recommend massage with resort credits (includes sauna, steam, jacuzzi and 80 mins massage); good experience. Manicure and Pedicure are also worth it. (esp. princess treatment for your daughters) TIPS Would recommend to tip only if you get good service and good food else it is all covered in expensive resort fees. BEACH Beach are not as clean as you expect and has lot of sea weed or waste but it is good for a brisk walk in morning and evening. Coconut Water is also available (we couldn't find where but saw many having them). GIFT SHOP Had bad experience at jewelry shop, employee lost our free gift receipt, talked rudely and forced to buy $12 chain. Manager Patricia sorted it out but employee conveyed that it was free gift given to us as mercy and not for credits and dollars spent at gift shop. RECOMMENDATION I would recommend one visit but committing for second visit or becoming a member would be a big decision. If they improve and provide more vegetarian options in food, I may travel as there is so much you can do in pool and activities; food is critical in all-inclusive resorts :). Uploading many pictures, hope it helps to make decision and knowing what will you get there. read more

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Every time we stay at Moon Palace Cancún, I'm reminded why this place feels so special to us. Yes, the resort is stunning--but it's the people who truly make it feel like home. The staff here don't just remember your room number... they remember you. Mornings at the Grand always started off perfectly thanks to Fernanda at La Cantina breakfast. During our Grand spa time, Adolfo and Perla made hydrotherapy such a calming and memorable experience, and Wendaly and Alondra at the Grand spa gave massages that were absolutely incredible--I left feeling completely renewed. As Diamond members, Florencio, Edgar, and Jeremias took such great care of us, always making transportation easy and welcoming us with kindness and familiarity. At Sunrise, Laura and Claudia made my manicure and pedicure feel like a true treat and took such wonderful care of me. One evening at Los Caporales in Nizuc, Cornelio and Ricardo went above and beyond. Even though the restaurant was extremely busy, they made sure we could be taken care of that night and we felt taken care of and never rushed--service like that truly stands out. One of my favorite little joys is seeing Ernesto, the dancing ice cream man. His energy and happiness are contagious, and it's always a highlight of our trips. Breakfast at Bugambilia became something I looked forward to every morning thanks to Luis, Teresita, Norma, and Baltazar--before we even sat down, they already remembered our drink orders. It made me feel so cared for. I will miss each of them until we return! A special shoutout to Jesus at the omelet station at Bugambilia--every morning, I asked him to make his favorite omelet for me, and it never once disappointed. It became part of my routine and something I'll genuinely miss until we return. Dining experiences were wonderful thanks to Andrea at the Grand buffet and Gabriela at Carvio who were both attentive and kind. Pool days were made so much fun by Karen from the Sunrise entertainment team--she always made volleyball a blast. In the Diamond area, Maria, our pool waitress, took amazing care of us, and the Diamond pool concierges--Lizbeth, Geronimo, Eddie, and Sergio--were always attentive, friendly, and ready to help with anything. The Christmas Village was absolutely magical, thanks to Nico from the production staff. And one night at the Grill at the Grand, when mosquitoes got bad, Maria and Javier noticed right away and brought us bug spray so we could stay comfortable and enjoy our dinner--such a thoughtful touch. Lastly, Shaday, our Diamond concierge, truly made this trip unforgettable. He helped us plan everything so perfectly and made sure every detail of our stay was taken care of with genuine care. The staff is the reason we keep coming back. Over time, they've become friends--and leaving is always emotional because it means saying goodbye. But we already look forward to the day we return, when we get to hug familiar faces and pick up right where we left off. Moon Palace will always hold a special place in my heart. read more

We had an amazing time with our toddler for his second birthday. The staff is EXCEPTIONAL, especially the ladies who work at the playroom. Danielle and there was one other lady, please if you see this we appreciate you both. They kept the playroom so nice and clean. Everyone was amazing we will definitely be back and excited to visit their other locations read more

Had a great experience at Moon Palace for a conference recently! Check in was smooth and Jordi set the tone with excellent guest service! The property is MASSIVE and we only explored 1/3 of it! Beautiful golf course and the buffets in the sunrise lobby were delicious! I wish I had the opportunity to explore the outdoor amenities/pool more but from first glance the pool and bar swings looked great! We had a hurricane (Milton) come through and felt secure. We stayed at the Golf Villas, loved the privacy of the building, the screened in porch to protect from bugs, and the serene golf cart ride from the main conference arena. The gym was well equipped and the treadmill had a great view too! Overall nice property and would be open to exploring others under the Palace umbrella! The coconut margarita and strawberry mojito at the sunrise lobby bar were to die for! read more

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Beautiful place to visit with family and friends. It's all inclusive 5 star resort with fun filled activities and awesome food, drinks and snacks. The resort is huge so it's divided into parts the Grand being the 1st spot near the entrance, I was staying at the Sunrise and in order to enjoy the Grand you have to pay extra $200.00 to play arcades, bumper cars, laser tag and enjoy restaurants there. So, if you have a reservation for the resort you can see if they have room at the Grand in order to enjoy the recreational activities. I enjoyed the staff, the gym, the chefs are amazing and the servers, cooks, housekeeping, are all stars. Everyone played the part to make the stay enjoyable and a Grand vacation. read more

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Sooo incredibly crowded. It's an all inclusive resort but because there are so many people every restaurant or food item you try to get takes such a long time, especially if you go to the cafe or order room service on the fly. And a pool chair, forget about it if you don't wake up at the crack of dawn. You've already paid for your room but they are constantly trying to upsell which takes away from the experience read more

Let me be clear from the start: the accommodations we received at Moon Palace were unacceptable, especially given that I had made reservations months in advance and requested a room to accommodate an elderly family member with whom I traveled for a destination wedding. Despite being part of a large wedding party, no effort was made to relocate us to a more suitable room--even though such a shift could have resolved multiple issues and satisfied everyone involved, including the bride and groom, who themselves did NOT initially receive their promised honeymoon suite. To their credit, within 24 hours, maintenance addressed the lack of hot water and updated the TV in our room so my uncle could watch more than the resort's looped promotional video. But seriously--how was that overlooked in the first place? What truly salvaged our experience, however, was the exceptional service provided by Olivia at the Sunrise's main pool area. Her professionalism, attentiveness, and genuine warmth stood in stark contrast to the missteps we faced elsewhere. Olivia not only listened--she delivered. She would be an ideal mentor for training staff in customer service excellence. Thanks to her, what began as total disappointment gradually shifted to something more bearable--allowing us to embrace the joy of a perfect family wedding. While I will not return to Moon Palace--due to being given a cot to sleep on and no partial refund offered for my uncle's early departure --I will carry with me the sweet memories of time spent with my family and the simple grace shown by one exceptional employee. read more

We (myself, Wife & 2 Kids) recently stayed at Moon Palace Cancun (Sunshine Tower) and unfortunately, we were not impressed. We had high expectations based on the reputation of the resort, but from start to finish, the experience fell short. My wife and I have been coming to Cancun every year for the last 15 years but this is the first time we have brought our kids. Cons: Check-in and Check-out were a nightmare - long waits, disorganized process, and poor communication. It was a frustrating way to start and end the trip. The resort is MASSIVE. There is a lot of walking and riding on golf carts. This made for long days with 7 year old twins. The resort is dated and clearly in need of maintenance. Pool tiles were coming off everywhere, and the water in several pools & hot tubs was noticeably dirty. We saw trash in multiple areas around the grounds, which really detracted from the atmosphere. The food was below average - bland, repetitive, and lacking the quality we've experienced at other nearby resorts. Staff friendliness was surprisingly inconsistent. Unlike other resorts in the area where service shines, here it felt like most of the staff were just going through the motions. Pros: There's a lot for kids to do, so families with young children may find more value in the amenities. The kids loved the playroom, and the arcade. But there is also putt putt golf, pickleball and basketball courts, scheduled kids activities etc. The kids really did have a blast, but they had nothing else to compare it to as this was their first time in Cancun. The rooms were decent, with cold A/C and very comfortable beds, which we appreciated after long days in the heat. The steakhouse near the beach was pretty good. We all loved the steak. The best food we had while there was at the Nizuc tower and it was at Carvao the Brazilian steakhouse. It was really good. The buffet was below average for some items were decent. The best part of the trip was our day at the Grand waterpark. It was clean, nice, and the perfect size for kids. Although, having to pay an additional $300 for us to go there for the day was a bit overboard. All in all, Moon Palace felt like it was coasting on its name. There are too many better options in Cancun to settle for this level of service and upkeep. Sadly, we won't be returning to Moon Palace. read more

Along with other guests we've met, our experience here has been nearly perfect. Check-in, adventure, activities, THE FOOD, drinks, housekeeping, and there are enough staff that we never waited in line for more than 10 minutes for any resort meals or activities. The cart shuttles are constant, so when we didn't want to walk or felt in a hurry, we were always able to catch a ride. Poolside, beach, and everywhere we were offered drink and snack service. Our room service was always exactly what we ordered and efficient. I could go on and on about the food. We tried several buffets, sit-down dinners, and appetizers. The staff were genuinely gracious and welcoming and extremely helpful with requests the must field all-day, every day. I recommend Moon Palace and would return with enthusiasm. We did not go for the time share sales thing, which or sounds like was a bullet dodged. read more

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