Moon Palace Golf And Spa Resort

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Important Hotel Information

  • Unlimited Phone Calls Promotion

    All calls made from guestrooms to phone numbers within Mexico (excluding cell phones), the Continental United States of America, and Canada are complimentary.
    Calls must be made from guestrooms. Other international calls are charged at a special rate. If unused, this service cannot be exchanged for cash value. Excludes calls to Hawaii, the Virgin Islands, Puerto Rico, and other international calls. Excludes -800 calls, calls through an outside operator, collect calls, calls using other phone companies, and calls to cell phones within Mexico.

    Eat & Play All Palace Resorts Promotion:
    Book a stay now and your rate will include the following:

  • Access to the facilities and restaurants at the resort's sister properties, including: Beach Palace Resort All-Inclusive, Sun Palace All-Inclusive, Isla Mujeres Palace All-Inclusive Resort, Moon Palace Golf & Spa Resort All-Inclusive, Playacar Palace All-Inclusive, Cozumel Palace All- Inclusive.
    Transportation to sister properties not included. Valid anytime, subject to availability. Other restrictions may apply.

Moon Palace Golf And Spa Resort

Moon Palace Golf And Spa Resort
AAA Rated 4 Diamond Rating
231 Reviews

Carretera Cancun Tulum Km 340
Cancun, QR MX 77500 Map It
Cancun :Puerto Morelos

Reviews

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  • THEY HAVE BED BUGS! WORST TRIP EVER!

    02/19/2013

    Infested with bed bugs. terrible customer service, credits are a joke. swimming with the dolphins was nice. would not return.

    Infested with bed bugs. Terrible customer service, credits are a joke. Swimming with the dolphins was nice. Would not return.

  • Chaotic Disappointment from Check In to Check Out

    01/18/2013

    This is my third time traveling to cancun and first experience with the moon palace/palace resorts. from the very start this vacation was disappointing. allow me to try to ...

    This is my third time traveling to Cancun and first experience with the Moon Palace/Palace Resorts. From the very start this vacation was disappointing. Allow me to try to best summarize our experience. 1) Check in was chaotic. First, we were traveling with a large party (7 couples). Our reservation was made together and a specific area of the resort was requested. Not only was our original request not honored upon check in, we were split all over the resort with more than a 25 minute walk from one room to the next. There are 3 places to check in on this resort and I was sent to 2 before I could get a straight answer. It took two and a half hours to get it sorted and then we had to wait until 4:30PM for our rooms to be serviced and ready for us. I originally thought possibly this could have been due to our party size but then encountered two other families that requested 2 rooms side by side that had had a similar experience. 2) The $1500 credit comes with a sales pitch. On the morning after we arrived, we received 3 phone calls before 9AM requesting us to attend a meeting to learn more about our credit. Our intention for the vacation was to upgrade the room and use the spa and golf course. We did not want to sit through a presentation. We told the folks on the phone that we wished to decline the invitation. Later that day we went to make our reservations at the spa and for golf. Only to learn that the prices for these services are grossly over priced ($200+ for an 80 minute massage) and you can only use $300 of the credit at the spa. In addition, there are service fees associated with the use of the credit that you are required to pay out of pocket. Additionally, club rental is not included. So here we are thinking we have $1500 to spend but if you use it all you will be out almost $200 in service fees and $50 each time you play golf. Not only were we irritated at this point, we were again approached by another agent to discuss how else we could use our points. This time we signed something that said we did not wish to sit through a presentation. So after declining three times via phone and signing something, we still received 2 additional calls to attend this presentation during our stay. 3) Twice my husband and I were interrupted unexpectedly while using the whirlpool hot tub. The first time the maid didn't even knock. She just walked in, saw us in the tub and walked out. The second time the staff knocked three times, saying something in spanish we couldn't understand so my husband answered the door and it was a waiter bringing a complimentary dessert. Its an all inclusive resort, everything is complimentary!! 4) The entertainment staff is obnoxious. The are continuously making noise in the back ground. They were constantly interrupting us when we were trying to play our own group activities to the point my husband had to ask them to leave. The worst was the guy running the Florider (simulating surf machine). He was constantly going up on the machine, showing off and taking twice as long as anyone else. It would be one thing if he was tying to show us how to use it or assisting others but I saw him do that once. 5) The beach was a huge disappointment. Covered in a mess of seaweed. It wasn't even pleasant to walk on. 6) The food was fine. Typical all inclusive food where the buffets had the same thing everyday. Several of the pool side and main restaurant buffets offered the same thing so even though they say you have 13 restaurants to choose from there are really only 5 different menus. 7) Spa was ok. I had expected a lot more for the price I paid. The hydrotherapy room was relatively small and I felt our group of 8 made it feel very crowded. Additionally, my service was for 80 minutes but the technician only gave me a 50 minute massage. Everyone was very kind about it and refunded me the difference between a 50/80 minute massage but still put a damper on the day. 8) Room was nice. It was spacious, good amenities and the whirlpool is lovely when not being interrupted. The only real saving grace about this place was the wait service. From the pool to the dining room to the guys who drove around the shuttles, everyone was incredibly friendly and helpful. Overall, I just felt the value for what I paid was lacking. I definitely need to do more research before another trip back to Cancun as it will not be including a palace property.

  • extremely loud and crowded

    01/04/2013

    Outside our room was a hallway that was extremely loud and echoed everything into our room. we could hear someone just walking by because it echoed so badly. and then ...

    Outside our room was a hallway that was extremely loud and echoed everything into our room. We could hear someone just walking by because it echoed so badly. And then when housekeeping went by with carts it was ridiculously loud. Did not sleep well at all, and could not sleep in because of the noise. The hotel is too big - it was completely full while we were there and could not accomodate that many people. Ordered room service that would take 2 hours to come. Restaurants in the hotel turned us away because they were too full. Getting a drink on the beach took about an hour. Tried to use the $1500 credit for the room upgrade that was offered when we arrived, only to be told it was not available because the hotel was full. Had surprise charges on our bill when we checked out - you must now pay taxes on ALL services/products used with $1500 credit, which was not like that last year when we went to another palace hotel. Many days there were no chairs available at the pool or the beach. Again, it is a huge hotel, but they are not able to accomodate all the people that stay there when it is full. There were lines to every restaurant in the hotel for every meal. I felt like a number, not a guest. When I tried to book events for the $1500 credit, it was hour long waits and very unorganized. I literally had to go speak to 3 different people in 3 different areas in order to check in and book things with the credit, and therefore, the check in process was an all day affair. Checking out also took about an hour to wait in line. It is probably better to go at non-peak times, but if you are going to have a hotel that large, you must be able to properly accomodate all of your guests. Otherwise, don't have that many rooms available because you can not satisfy all those people.

  • Far exceeded our expectations!

    11/02/2012

    We recently spent a week at moon palace to attend a friends wedding and it was a great experience. from the moment we arrived until we checked out, they took ...

    We recently spent a week at Moon Palace to attend a friends wedding and it was a great experience. From the moment we arrived until we checked out, they took great care of us. The food, staff, room and amentities were excellent. The beach was not that great but the swimming pools were very fun to fill our daytime. Loved the Sky Bar, Swing Bar and the disco for our nightime entertainment. The massage was the best I ever had! We will definitely return to Moon Palace again.

  • WARNING!!!!DO NOT STAY AT THIS RESORT!!!!!THEY HAVE BED BUGS!!!!!

    07/23/2012

    Horrible!!! stayed at nizuc lobby. can home after spending $4000 for our family of 4 to go only to find we are covered in bed bug bites. i have super ...

    HORRIBLE!!! Stayed at Nizuc Lobby. Can home after spending $4000 for our family of 4 to go only to find we are covered in BED BUG BITES. I have super sensitive skin and started showing signs by the 3rd day. It wasn't until day 6 that my babies who are 3 and 5 got horrible itchy bumps ALL over their bodies, especially in their faces, necks, arms, and feet. We look like we have been eaten alive, literally!! And it's absolutely miserable!! I wish I had been warned. Extremely furious!!! Please take my warning and book else where. We overhead others complaining at another lobby about the same thing. That's how I discovered that's what I had!! I don't care how beautiful the place is or what great things they have to offer they are infested with BED BUGS!!!

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