Moon Palace Cancun All Inclusive

Overall Experience

From arrival through our entire stay, the service provided to my husband and me as Diamond members, along with our group of 20 family and friends, was exceptional. We were very pleased with the accommodations, room comfort, dining, and overall hospitality. The welcoming aroma and atmosphere upon entering the resort immediately set a relaxing tone.

Bell Service

Mario, the bellboy at Sunrise, continues to feel like part of our extended family. He is always available, consistently goes above and beyond, and has supported us for the past 12 years. We truly appreciate his outstanding service and dedication.

Housekeeping

Special thanks to Wendy Sanchez for taking excellent care of our room. She always greeted us with a beautiful smile, and it was a pleasure to discover we share the same name. We sincerely appreciate her attention to detail and hard work.

Room and Patio Improvements

We recommend some upgrades to the golf course rooms and patios. During rain, leaves can block roof drainage, leading to standing water on the patio and limiting outdoor use.

The patio mesh/screens also need updating, as gaps allow insects and lizards inside. Additionally, maintenance had to inspect our thermostat during the stay.

These are minor issues, but addressing them would further enhance an already excellent experience.

Concierge Service

Huge thanks to Oscar Lagunas and Bryan Briceno for their outstanding support and attentiveness. Managing a group of 20 is no small task, yet they handled everything with professionalism, patience, and care, making our anniversary trip especially memorable.

It was also a pleasure meeting their supervisor, Yess. Oscar and Bryan are exceptional team members, and we hope to see them again next year, God willing. Their dedication truly deserves recognition.

Resort App

We used the app minimally but found it easy to navigate and helpful for accessing resort information, events, and activities in one place.

Entertainment

The evening live music was enjoyable. We suggest adding a broader mix of American music alongside Spanish selections to better reflect the resort’s diverse guests. The Sky Bar, in particular, offered a great variety that we appreciated.

Pool and Bar Service

We would like to recognize Pablo Caamal Duran (bar) and Lizzy Navarrete (pool concierge) for their exceptional service.

They consistently remember our anniversaries, birthdays, favorite drinks, and seating preferences. Their positive attitude and strong work ethic are remarkable, and after more than 12 years, they continue to anticipate our needs before we ask. This level of personalized service is a key reason we return each year.

We hope they receive recognition for their outstanding dedication.

We also want to acknowledge the rest of the pool concierge team; “Eduardo, Tony (“Muscles”), Cruz, Jeronimo, and Roberto”. You all provided attentive, professional service and made our stay very special.

We look forward to seeing everyone again next year. Thank you all sincerely.

Final Thoughts

Thank you to the entire Moon Palace team for another unforgettable annual vacation. After 12+ years, it is truly the people who make each stay exceptional.

We leave with wonderful memories, lasting friendships, and many reasons to return.

Until next year, God willing! ❤️

Just back from a 10 day August family stay at Sunrise. The hotel had everything you could want and the staff were really lovely. The app worked very well and we were able to book all the restaurants we wanted. The service was exceptional. However, it became increasingly crowded during our stay and we noticed that the day before we left it was obvious that latecomers were unable to find pool loungers...and there are an awful lot of loungers! The dress code wasn't always enforced and why someone would think it acceptable to wear a baseball cap back to front and a sleeveless vest to dinner beats me. I have to say that I wasn't sorry to leave as by this time the hotel was absolutely heaving. Feral kids running wild everywhere while their parents sat looking at their phones and loud /rude groups with entitled attitudes taking over. Men queuing for the pool bar to open at 10 am says a lot I think. All in all, great hotel but somewhat let down by the school holiday clientele. I wouldn't recommend going in August!

Worst food I’ve had a resort so I was shocked when my husband. Said it was 5 star. Phones never worked in rooms, outlets on one side of room didn’t work, shower handle fell off wall and slammed on my foot, people are friendly but complaints arent really handled. Scheduled in advance for luggage pick up, they never showed up. Tried to make reservations for dinner in advance only had 10 pm dinner reservations. Buffet was like an American style Chinese buffet but worse. Workers allow kids to run the buffet, get their own food which is kind of cool, but just imagine a 5 year old licking their fingers, 7 year olds blocking their nose and sunburns and touching food and utensils their hands as they get food themselves leaving this place a cess-pool of germs and bacteria. Room Service will walk into your rooms without knocking….they did this several times. I woke up at 5pm to a woman in my room and she didn’t realize I was in bed sleeping. No coffee maker. For over $1000 a night in one of the nicest suites, we travel all-inclusive at least twice a year , if you go here spend no more the $200-$250, believe me, it’s not worth the hype. We left a day early. Was sooo excited to come here but it was the worst vacation in the last 7 years we have had. For the price we expected it to be amazing, it was a bit embarrassing.