"I recently stayed at Moon Palace Cancun for four nights—three nights at the Sunrise section and one night at The Grand. Overall, my experience was good, and it is a lovely place to be with family, but there was one significant issue that prevented me from giving a perfect score.

The Sunrise Experience
Our time at Sunrise was quite lively and enjoyable. The rooms were very clean, and the pool area had a great energy. The standout feature here was definitely the staff; they were incredibly courteous and did everything within their capacity to accommodate our requirements.
Special shout-outs to the team members who made our stay better:
• Miriam at the restaurant desk.
• Isaac at Momo Restaurant—he did a great job helping us during our dining experience.
• Mario at The Circus restaurant.
My only critique regarding the room at Sunrise is the in-room Jacuzzi. It takes up a massive amount of space. While some families might enjoy it, it would have been nice to have the option to choose a room without it to utilize that extra square footage. Additionally, vegetarians should be aware that the Sunrise buffet has very limited, almost negligible, vegetarian options.

The Grand Experience
Moving to The Grand was certainly an upgrade. The atmosphere is elegant, and the rooms are very spacious. The dining situation was much better here, specifically the buffet, which offered plenty of vegetarian choices. If you don’t mind spending the extra money, I strongly recommend checking into The Grand over Sunrise.

The “Resort Credit” Issue
The reason I am deducting one star comes down to the “Resort Credits,” which felt like a misleading promotion. When I booked during Cyber Monday, I was told I would receive $750 in credits. Upon check-in, I was told that because of my split stay (3 nights at Sunrise), it would be $500. Finally, I only received $150.
To make matters worse, using them is complicated. We were told we could use $100 toward the spa, but when we arrived, we learned we couldn’t apply the full amount to a single service due to hidden limitations. This entire process was a trust-buster. I would have been happier if the credits were never offered at all; promising a benefit and then confusing the customer with restrictions feels like a shame.

Conclusion
If you ignore the resort credit situation, Moon Palace is a solid choice. It offers nice rooms, great staff, and good food (especially at The Grand). Just manage your expectations regarding the promotions, and you will have a wonderful trip"

G T

"It was our first time staying at Moon Palace Resort. The resort is very well mantained and clean. Things are quite organized from welcoming, check-in/check-out, transportation within and between hotels to events and activities. You can easily fill your day with many daily shows and activities in the resort. As a family with kids under the age of 12, we found the Playroom is a treasure. It is a place for kids under 12 to play with many options from movie, jungle gym, arcade games, trampolins... to fenced in outdoor games. You can leave your kids there for few hours (they have very good security measures to make sure only you or an authorized person can pick up your kids) while you can check out some adult only bars.

At night in November, mosquitos are extreme. We sat outside for dinner few days. We had great dinners, so did the mosquitos. We will definitely bring a bug spray next time.

Everything is through their app, which runs a bit slow but fine on Android.

Staff are very friendly and helpful. The sale team is very persistent.

The resort's private airport transfer service is very professional and on time."

Diep Thai

"Very grateful to Moon Palace for the stay. We really enjoyed everything. Everyone at the resort works very hard to provide great service.
Few recommendations to management:
The pizza place should give the customer to be able to customize the crust. The current crust is very thick and it not cooked so the inside is raw dough.
The Indian restaurant- some of the appetizers seem frozen. I think taste and items needs improvement."

Bhavik Desai