Moon Palace Cancun

Dining

17 restaurants, buffet and à la carte including Mexican, Italian, International, Caribbean, Indian, Asian and Brazilian. 12 bars, including swim-up bars, adults-only Sky Bar and The Pub. 24-hour room service. Day passes (subject to availability) can be purchased to access 11 additional restaurants and 13 bars at The Grand. Access to AGRA Palapa Pelicano (at Moon Palace Nizuc, authentic Indian cuisine, available on Thursdays, Fridays, and Saturdays from 6:00 pm-11:00 pm).

Entertainment

Live music daily, regular shows, karaoke and theme nights. Noir Nightclub until 3:00am.

Fun and Games

Oversized freestyle pools, children's pools. Beauty salon and extensive spa with 36 spa cabins and spa services*. 2 fitness centres including spinning classes, sauna, yoga and pilates. 2 beach volleyball courts. 5 floodlit tennis courts, 3 basketball courts and 4 pickleball courts. Use of bicycles. Non-motorised water sports with one scuba-diving demonstration per stay. Mini-golf. Beach football. Playroom kids’ club (4-12 years), daily kids' activity programme, kids' playground, games console, movie theatre and arcades. The Dreamery for younger children designed to enhance their stay with games, surprises, food activities and experiences designed especially for them. Wired Lounge (for teens, 9:00am-10:00pm). Waterpark including slides, lazy river, kids' splash zone, playroom and bowling alley available at Moon Palace The Grand (day passes can be purchased to access these facilities. Subject to availability.

Handy Stuff

24-hour room service. Concierge and bell staff service. 3 gift shops*. Laundry/dry-cleaning service*. Complimentary WiFi access. Doctor on call 24-hours*. Avis car rental*. Ice machines. Cash machine. Guests may use the facilities at other Palace resorts, except for Le Blanc Spa Resort, day passes can be purchased to access these facilities (subject to availability).

Accessibility

Wheelchair adapted rooms with partially accessible amenities or facilities available on request. Please note that these rooms are subject to availability and may be restricted to specific room categories and bedding arrangements. Rooms and facilities vary between hotels so please check at the time of booking. To discover all the special assistance services we offer please see additional information below.

Additional Information

* Denotes local charge.

Special assistance

TripAdvisor traveller rating

Rating summary

Location
Sleep Quality
Rooms
Service
Value
Cleanliness

Traveller rating

Excellent (28385)
Very good (5905)
Average (2325)
Poor (1182)
Terrible (1449)

¡Moon Palace Sunrise!

Nov 20, 2024 jaxonl22 Boston, Massachusetts

This is my 3rd time at the Moon Palace Cancun resort. I had the opportunity to try Nizuc and The Grand in the past, and this time my family and I stayed at Sunrise. Out of the 3 properties, we are in agreement that Sunrise was the best fit for us! While all 3 properties are great with unique vibes and offerings, Sunrise met most of our… Read more

This is my 3rd time at the Moon Palace Cancun resort. I had the opportunity to try Nizuc and The Grand in the past, and this time my family and I stayed at Sunrise. Out of the 3 properties, we are in agreement that Sunrise was the best fit for us! While all 3 properties are great with unique vibes and offerings, Sunrise met most of our needs. There are many pools, and most of them are connected. We spent most of our pool time near the kids splash pool, and then hung out at the general shallow pool area with our kids. Also, there's a stand called The Dreamery, and the awesome staff offered various children's activities, such as face painting, making bracelets, etc. The staff was great; they constantly came by to ask us if we wanted to order food/drinks. The golf cart rides around the resort are frequent. Unlike The Grand where every location can be a far walk and golf cart rides can take a while to show up, Sunrise was no issue. Within a few minutes the C or B golf carts came by quickly. The food was very good in general, which is what I expect with the Palace Resorts brand. I've been to many other resorts where food was well below average, and Sunrise delivers. The general buffet had plenty of food options, Gondola was great for breakfast and dinner, and I highly recommend the Momo Teppan (hibachi). There is entertainment every night. We caught the Michael Jackson show and the Glow Lights show, and the Sunrise lobby always has music or a small dance thing going on. I highly recommend all of them. And when we wanted to change the scenery a bit, we took the golf cart to Nizuc and hung out there for a few hours. We never felt "trapped" in one resort because we could always go between Sunrise and Nizuc (and The Grand if we had day passes). By the way, the Brazilian rodizio and the Caporales restaurants at Nizuc are excellent! Finally, my kids really enjoyed the Sunrise playroom. They played in the jungle gym, xbox/ps4, and they have a movie theater (they showed movies based on request). They enjoyed fresh popcorn, cereals, etc. If kids wanted to stay at the playroom all day, the parents can request lunch or dinner delivered to the playroom for them! Also, big shout out to the playroom staff for being so good with the kids everyday: Cecilia, Ana, Karla, Fernanda, Kim, Sara, Poulet, Avril, Valeria, Shantal, Scareth, Yanet, Haydee, Jade, Yamilet, Geissy, Pamela, and Dafne. They are absolute professionals and work very well with children. We attended the Palace Elite presentation, but we decided to pass on the membership at this time (we might consider it in the future). My family already discussed going back to Moon Palace soon lol. Read less

Moon Palace- Cancun Experience

Nov 20, 2024 Gi S Brea, California

Our long-awaited vacation did not go as planned. We had booked two rooms at MP Sunrise, but the day before arrival, we had to cancel one room because the 4th person could not join. When we arrived at the airport, our private van picked us up after a 25-minute wait. However, when we checked into our allotted room 1459, we found mosquitoes in the… Read more

Our long-awaited vacation did not go as planned. We had booked two rooms at MP Sunrise, but the day before arrival, we had to cancel one room because the 4th person could not join. When we arrived at the airport, our private van picked us up after a 25-minute wait. However, when we checked into our allotted room 1459, we found mosquitoes in the bathroom and the room. We reported this to room service and a guy was sent to fumigate the room. The next day, we found a live cockroach next to where we were sleeping and reported this to the business center. They requested evidence, so I showed them a picture and they wanted the date and time of the photo, which was taken on my cellphone. After this, they promised to allocate a different room, which took about 2 hours of our time. Guest service offered us a day pass, but in order to obtain it, we had to attend a 90-minute tour that ended up taking nearly 3 hours. After being given the day pass around 1 pm, we had lunch at a restaurant and then headed to the business center to resolve the room issue. The person there showed us a new room, and we agreed to move to it. He gave us a few minutes to pack and then helped us move our luggage to the new room. However, when we arrived, we found that the room was already taken by someone else. This led to us having to return to the front desk to get another room and have a new room key activated. We then waited at the front desk with Alondra from the business center for an hour. Finally, the front desk staff tried to activate the room key, but discovered that the room was once again allocated to someone else. After waiting for a considerable amount of time, we were finally given another room almost in the evening. We moved our luggage to the new room, but within 5-10 minutes of being there, other guests were given access to our room. We called guest service to rectify the mistake. As a result, most of our vacation was spent at the business center and front desk. To add to our disappointment, there were issues with our transportation as well. We had booked transportation for to and fro pick-up and drop-off prior to our arrival, but for some reason, it was arranged for the previous night, despite our check-out being the next day. After a day trip, we had to spend time fixing the transportation for the next day, as well as dealing with the room service and business center for hours to resolve the issues. However, due to closing time, there was limited help available. Finally, the transportation was sorted out the next morning. Before checking out, we explained the situation to the lady at the front desk, who offered to help escalate the situation to the manager. The manager listened to our problem but spent 15 minutes starting up his laptop before offering a disclaimer for a two 50-minute massage or a one hundred dollar adjustment to our final bill. We refused both options as we were leaving for the airport soon and couldn't avail the massage. Overall, this experience resulted in a loss of money and precious vacation time. Thank you Read less

Over promised, under delivered

Nov 20, 2024 rchandra2017 San Francisco, California

While the resort is in a beautiful setting, my overall experience at this place was not very positive. When we booked a 4-night stay, we were offered a Honeymoon package and an Anniversary package as free upgrades. However, upon arrival when we enquired about these packages, the check-in staff did not know what these packages were. They gave us a… Read more

While the resort is in a beautiful setting, my overall experience at this place was not very positive. When we booked a 4-night stay, we were offered a Honeymoon package and an Anniversary package as free upgrades. However, upon arrival when we enquired about these packages, the check-in staff did not know what these packages were. They gave us a lot of run-around about this, and finally we were referred to their Public-Relations department. They told us that the Honeymoon package is just a bottle of sparkling water (not even champaign) with 2 small chocoloates delivered to our room; and the Anniversary package would be just a reserved table for 2 at one of their restaurants. So, it turned out that their Honeymoon and Anniversary packages were just marketing gimmics, and were of no value (since this is an all-inclusive resort, so the food/drinks are included anyways). Also, we got locked out of our room many times, as the digital key/card would not work. We had to walk all the way back to the reception (a 10 minute walk) to get our key/card reactivated. We ordered room-service for our breakfast the night before, but it was never delivered. So, we ended up not having any breakfast. This is not what you expect from a high-end resort. What I hated the most was, they were trying to sell timeshare membership throughout our stay (at every interaction we had with them starting from check-in to check-out). This is the last thing you need at a high-end resort where you are paying over US$500/night. Read less

Terrible place served my 8 year old booze

Nov 18, 2024 Jeremiah K Elkhart, Indiana

Served my 8 year old kid A captain and Coke and laughed it off as if it wasn’t a big deal. Place is a terrible place to stay with poor management. Read the bad reviews and make this choice yourself. I would not recommend it. After they get paid they could care less.

Tired, Poor PR Team, Must do Better!!

Nov 18, 2024 Jonathan B

We were so disappointed with our trip to Moon Palace. Before reading further, note we never complain on holiday, and this is the first ever poor review I have written. We stayed at Sunrise, in a swim up room. A swim up room in my view, and by name, should mean you can “swim up” to your room. These rooms however are not swim up, and effectively… Read more

We were so disappointed with our trip to Moon Palace. Before reading further, note we never complain on holiday, and this is the first ever poor review I have written. We stayed at Sunrise, in a swim up room. A swim up room in my view, and by name, should mean you can “swim up” to your room. These rooms however are not swim up, and effectively just next to a private pool (see photos) Our room, had a shower that didn’t drain, and sink that didn’t drain, a jacuzzi bath that ran only brown dirty water (see photos), and then leaked badly one night during heavy rain. So much so that our 10 year old got out of bed and slipped on the wet floor, very nearly hitting his head on the side of the marble bath surround. Upon complaining, the PR team and Reception said they could move us to another room, to which I wasn’t keen to have the same again, or we could accept a downgrade if we signed a waiver to say we wouldn’t ask for and money back. I asked to speak to a manager for 2 days before finally getting to do so. I feel the PR team thought initially we were just trying to get an upgrade, so we’re very unpleasant and clearly didn’t care. Only after coming to see our room did they change their attitude, and realised how bad things were. The manager, Rolando, was so much better and customer friendly. He wanted to move us to a governor suite, however we had already had to re-pack and unpack once to move initially and just couldn’t be bothered by this point to have to do it again. He did however arrange a very nice meal to apologise on our last night. The hotel in my view is starting to get tired. This place was probably amazing 10 years ago, but it’s lacking now. Simple simple simple things like having no tonic water in the hotel for a full week isn’t good enough for a 5* hotel. The pictures show our room, flooding, lack of swim up, and the black mould in / around the outside of our room. There were also rooms that literally fell apart - again photos show how much disrepair there is in parts. All in all, we are so disappointed, after looking forward to this trip for many months. Do better Moon Palace, your customers deserve that. Read less

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