Moon Palace Cancún - All Inclusive

“Terrible Experience”

I am not usually one to write a bad review but we stayed at Moon Palace Nizuc and it was a horrible experience. There was 12 of us total, 7 adults and 5 children aging from 3-16 years old. Upon check in they refused to put us all together in the same building. Our travel agent requested we please... more

I am not usually one to write a bad review but we stayed at Moon Palace Nizuc and it was a horrible experience. There was 12 of us total, 7 adults and 5 children aging from 3-16 years old. Upon check in they refused to put us all together in the same building. Our travel agent requested we please be together because of our kids and they simply said no, even if you request we don’t have to provide them close to each other. We just wanted the same building as the resort is spread out and they refused. My sister had to upgrade her room just to be closer to their kids. The resort is literally falling apart. I am adding photos to show some of the damage. It rained almost the whole time we were there and the roof was leaking so badly one person fell and hit their head so badly they had to have medical attention. The cleanliness was subpar and not what I am used to at an all inclusive either. On top of poor building conditions, and terrible lack of cleanliness, you had to take a shuttle to Sunrise, and there was absolutely no lines to assure the first people waiting would be on the shuttle. It was a wait 15-20 for the shuttle then push and shove to get on even before others tried to get off. Nizuc had very little night life, or anything for teens under 18 to do. Our kids were so bored and so were we. The shows were held in a very crappy room that felt like a conference room by day. The shows felt like high school talent shows. The staff was not friendly or accommodating what so ever minus a very few (Angel pool bar, and Jorge waiter at the pool). The buffet was mediocre at best. Our favorite restaurant was the hibachi grill at Sunrise, and I would recommend that. Overall very displeased with this resort and will never go back or recommend to anyone.

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“Great staff overall but some bad ones for sure. Also terrible and unusable beach”

The amenities, service and 99.99% of the staff were amazing. I did however have 3 separate negative interactions with staff wearing green shirts. One was the morning after check in and others were when booking different services. I was treated very poorly by these people and it really put a dampe... more

The amenities, service and 99.99% of the staff were amazing. I did however have 3 separate negative interactions with staff wearing green shirts. One was the morning after check in and others were when booking different services. I was treated very poorly by these people and it really put a damper in n my family’s vacation. I highly suggest to stay away from the sales people wearing green! The beach is also terrible both years we’ve come here. Their photos are very misleading. The entire property beach is 100% unusable.

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