Moon Palace Cancún - All Inclusive

“Relax and celebrate”

Diamonds are forever...first time as a Diamond member...so much special attention...limo from the airport, great food and drinks, beautiful resort. Lots to do, nightly shows, daily entertainment at the pools and lobbies.

“Overall good - but quite commercialised.”

This was our second visit to Moon Palace. We originally went 20 years ago and loved it so much we always promised ourselves a return visit. We had booked a package through British Airways with a private transfer - this was a bit of a nightmare at the airport. I was expecting someone to meet us wit… more

This was our second visit to Moon Palace. We originally went 20 years ago and loved it so much we always promised ourselves a return visit. We had booked a package through British Airways with a private transfer - this was a bit of a nightmare at the airport. I was expecting someone to meet us with our name on a board but no!. They use Amstar and at first we were unable to find them. I started to panic a bit but after asking several people we were directed outside to where the buses are so be aware of this if you are using Amstar. First impressions on arival were good, the gardens, pool areas and lobby area are all well maintained...the rooms still pretty much how we remember from 20 years ago! The first room we were taken to initially was a bit tatty to say the least. The furniture was in a bit of a state of disrepair - not what you expect from 5* hotel - and we were overlooking the mini golf after having booked a garden view room. Not happy so walked (a long way) back to reception to sort out. Eduardo and Carlos were very helpful and moved us to another block and the room was much better. We found everything clean and the bed was very comfortable. We had been travelling for over 15 hours so we were pretty tired so this was a bit disappointing but they did sort it out for us. This resort has grown a lot and as a result we felt it has lost some of the exclusivity it had before. they seem to be catering for the masses now. As a couple we felt on occasion that we were neglected while large family groups took precedence especially in some of the restaurants. The staff obviously enjoy better tips from these larger groups so tend to attend to them more closely. tipping used to be actively discouraged but now it seems to be the norm. We tipped certain staff at the end of our trip that had looked after us but did not tip everytime we were served or brought a drink. Food - generally very good we found. Didn't have any problem eating at our choice of restaurant. The app is essential for this as you usually need to reserve your table. Room - good size, balconies a bit small but adequate. Found it a bit odd that no shower gel provided as it's 5* hotel. Nice hair products and the hair dryer and straighteners are good. Bed large and comfy. Room was cleaned to a good standard every day. We did use room service a couple of times. All very nicely presented but not very hot by the time it got to us. Pool - we found the temperature perfect and never had a problem getting a sunbed even arriving at the pool around midday, plenty of towels and the staff bringing drinks are very friendly and attentive. Shops - Unless you have plenty of money to waste - avoid. Make sure you take essential meds such as painkillers etc or you will be paying around $32 a packet. Everything is overpriced even the gift shop. If you can wait until you fly home you can buy the same gifts at the airport for half the price. They will probably give you 'room credit'. This is not really worth anything. We were told we could use in the gift shop - you can, but only on cigars or an old stock Tequila gift set! We were given $150 although this varies, they seem to award what they feel like on the day. With that we could buy a $30 box of cigars which with room credit cost $130 but they then add on the tax at another $25 - we declined! Sales pitch - Customer relations lure you in with the pretence of welcoming you etc but in reality they are just pushing for you to attend the sales pitch for The Grand. You will be offered $750 room credit and a day pass to The Grand but have to sit through 1-3 hours of them trying to sell you a membership. This costs around $100,00 which if we had spare we would probably be going somewhere more luxurious to be honest. They did eventually accept that we were not interested and did not approach us again. Staff - some definitely deserve a mention. Jesus (the omelette master) and Samantha in Bugambilias were brilliant and Riger in Gondola was great. Everyone was super friendly and polite to us except one waiter in the steak house that clearly wanted us gone so that he could attend to a table of 16 and collect a big tip. We did actually end up making a complaint about him as he was rude and spilt vinegar all over one of us in his haste to clear the table. On balance, for the money it costs to go to the Moon Palace we could get something nicer and a bit more exclusive elsewhere so will probably not return but for families it is ideal although if you are a couple wanting a quiet relaxing holiday this is probably not the place for you.

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