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Carretera Cancun-Chetumal Km. 340, Cancun 77500 Mexico
COVID-19 update: See the added health and safety measures this property is taking.Read more
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Traveller (23114)
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Travel safe during COVID-19
What you can expect during your stay
  • All linens sanitized in high-temperature wash
  • Face masks required for staff in public areas
  • Floors marked for social distancing
  • Hand sanitizer available to guests & staff
  • Paid stay-at-home policy for staff with symptoms
  • Regularly sanitized high-traffic areas
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Updated 21/01/21 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
A note from Moon Palace Cancun
Updated 21/01/21 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.

About

#22 of 244 hotels in Cancun
Location
Cleanliness
Service
Value
GreenLeaders Platinum level
Located on Cancun's tranquil south shore, ten minutes from the airport, this luxury all-inclusive resort offers more than 2,000 accommodations, each with whirlpool tubs, 24-hour room service, top-shelf drinks, free WIFI, CHI-branded amenities and complimentary calls to Continental US, Canada, and landlines in Mexico, Over-the-top amenities are included for everyone, families and couples alike, such the state-of-the-art Playroom for kids, a lounge designed just for Teens; an endless variety of gourmet dining options and bars, a FlowRider® Double Wave Simulator, not to mention world-class entertainment and nightlife. With the added indulgence of an AWE SPA® for hard-core pampering, and a Jack Nicklaus Signature Golf Course for enthusiasts and novices alike, Moon Palace Cancun has it all.
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Room & Suite (3,036)3,036
Full view
Property amenities
Free parking
Free internet
Pool
Fitness Centre with Gym / Workout Room
Free breakfast
Beach
Bicycle rental
Babysitting
Parking
Wifi
Hot bath
Pool / beach towels
Outdoor pool
Fitness / spa changing rooms
Fitness classes
Sauna
Bar / lounge
Restaurant
Breakfast available
Breakfast buffet
Special diet menus
Swimup bar
Poolside bar
Diving
Golf course
Mini golf
Tennis court
Aerobics
Entertainment staff
Evening entertainment
Karaoke
Table tennis
Nightclub / DJ
Indoor play area for children
Children Activities (Kid / Family Friendly)
Kids club
Kids' outdoor play equipment
Free airport transportation
Airport transportation
Car hire
Taxi service
Business Centre with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Foot massage
Full body massage
Head massage
Massage
Salon
Steam room
24-hour security
Baggage storage
Concierge
Currency exchange
Non-smoking hotel
Shops
Sun umbrellas
ATM on site
Doorperson
24-hour front desk
Dry cleaning
Laundry service
Ironing service
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Room features
Allergy-free room
Air conditioning
Private beach
Additional bathroom
Housekeeping
Minibar
Refrigerator
Flatscreen TV
Interconnected rooms available
Private balcony
Room service
Safe
Seating area
VIP room facilities
Iron
Laptop safe
Wake-up service / alarm clock
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Room types
Ocean view
Non-smoking rooms
Suites
Family rooms
Good to know
HOTEL CLASS
HOTEL STYLE
Family
Family Resort
Languages Spoken
English, Spanish
35,679Reviews7,534Q+A100Room tips
Traveller rating
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Popular mentions
Flower L wrote a review 20 Jan
1 contribution
This is all about Moon Palace Cancun which includes Sunrise, Nizuc and the Grand Member Number 4025816. I must say the resorts are fantastic and very worth it. All of my problems come from the reservations center and interactions with customer service and has ultimately changed the way I feel about how they treat their "members". March 2020-We booked Moon Palace Nizuc for 10 days. When we arrived (right before Coivd lock downs) we were told we would be at Sunrise because Nizuc was closed due to low occupancy. We did not want to stay at Sunrise, we had done many day long trips there and felt we wanted something new. We requested to be moved to the Grand based on census and because we knew we could have stayed there for at least 7 days with no additional fee. We were told no multiple times unless we wanted to pay at least $1000 extra dollars. One worker did tell us that just wait a couple of days because everyone at Sunrise will be moved to the Grand. Well Covid travel restrictions significantly tightened the first 2 days we were there. On day 2 we arranged to come back home because land boarders were closing. We left on the morning of day 4. Before we left we agreed to do the member presentation (big mistake). We figured this would be the best way to discuss getting the 6 days back we were losing and spend the day at the Grand. I should have known but everything discussed with the Member Reps was conditional on me upgrading my membership. They were very agreeable to moving us to the Grand but it was too late, we didn't want to move hotels for a day...it would have been too much hassle. My concern is that why cant we get that customer service to begin with? Why is it conditional on me upgrading my membership? Especially if the resorts are empty. In the end, we would have upgraded but the customer service without the presentation was beyond frustrating. December 2020-I've been calling weekly to obtain some sort of credit for the lost days last March. Each time I call, I am on hold for 30-45 minutes before I get a customer service rep. This is understandable and I don't mind waiting but the conversations are infuriating. I explain my lost days to each customer service rep and request a credit from my previous vacation so I can book a vacay at the Grand in March 2021. After the first 4 calls, 1 email, and 1 chat, I was told my case had been escalated and to call back in 72 hours. So I wait 96 hours and guess what, I explain my case and am told I should have an answer in 24 hours. I call back in 48 hours and am told it will take another 48 hours and someone would call me. The time came and went and I call back and say I am nervous that I will not be able to get the hotel and room I want if I don't book soon. This rep agreed to book my room while we wait for a decision. She told me to ignore the email to pay and just wait for the decision on my credits. Well guess what, I received an email that the reservation was cancelled because I didn't pay. I call customer service again and explain my dilemma again and this time the rep was rude. According to an email I later received, his name was Erick Arturo Lopez Perez). He basically told me that everything takes longer because they are busy because of Covid. I said I understood that but why I am being told continuously that I will have a resolution with a certain number of hours and it has been weeks. I asked to speak to a supervisor and he said he was the supervisor. I then asked to speak to his supervisor and he said "Why, what are you going to say?" I politely repeated myself and asked to speak to his supervisor again. He then told me I will have to wait a while. I said I don't mind, I'm used to it. He put me on hold for 10 minutes or so, came back, said I'm trying to get a supervisor, then came back 10 minutes later and said his supervisor has 3 calls in front of me and he will call me back. I said I would prefer to wait on hold and he said no you cant, you are holding up my line. I then agreed to be called back. That was on 1-8-2021. I have not received a call back but did receive an email that says "Sup Call" with the above mentioned name. A week later I called and talked to someone else who made me a new reservation and also told me to ignore the email to pay. Well this reservation only lasted a day before it was cancelled. At this point I did receive an email that says my 3 additional free days are now expired. So basically both times I tried to use them I was unable to. The first time was because the resort took so long to get back to me about them. Fast forward to today 1-18-2021. I decided to use the website and just go ahead and book my vacation and pay for it. It was for 2 adults and 1 ten year old child. Well I paid extra for a swim up suite and was also charged $500 for an additional person in the room. The child should have been free so I have no idea why this charge was added. I immediately used the chat today and spoke with George. He confirmed that kids were free. I told him a $1500 dollar charge included a room upgrade and paying for an extra guest. He kept telling me kids are free. I said I know but I was charged. I asked if he could see it on his end and he said no and that he can only see the total amount paid. I said I booked on the member website and he said "Never use the website, call customer service". I was baffled by this and basically he left me by saying that I should try website support....this doesn't seem to exist for this site as far as I can tell. My check in date to the Grand is March 28th 2021. On one part of the website it says my check in date is March 27th and it says March 28th in another part. Hopefully that doesn't get messed up. I will happily update this review with further correspondence with customer service. Like I said, I enjoy the resort but the customer service is a huge turn off and deters me from recommending the resort to others. I hope this goes well in the end because I really do want to continue being a member but I honestly feel like they could care less. Why is the answer always no or I can't when they have the ability to so easily say yes or let me get you someone who can say yes.
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Date of stay: January 2021Trip type: Travelled with family
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Carlos H wrote a review 19 Jan
11 contributions1 helpful vote
+1
Now I understand why everyone refers to Americans as lazy, ungrateful, complaining people. My wife and I got married here in January. We were extremely nervous because there was some terrible reviews. We put that all aside and hoped for the wedding of our dreams. We stressed all year about the beach, the planning, food, decor etc, all through the COVID. We had not a single complaint. So please, do not listen to ANY of the bad reviews about this hotel. There are 3 parts to this resort. Grand, Nizuc & Sunrise. We stayed at the Sunrise. It is HUUUGE and very classy. They treat you perfect right when you walk in. There is a jacuzzi in every room, maids are fast and clean up well. Room service 24/7 and pretty quick and food is great. 11 places to eat and bars everywhere. There’s a swing bar that’s so much fun and so many pools. POOLS POOLS POOLS! Also, water park for kids. Pool volley ball, swim up bars, you name it. Some of the best Mexican & seafood I have ever had. BBQ, Pizza and all that as well. Although, don’t complain if it’s not good pizza. You’re in Mexico, order pizza back in the US. Haha Jack Nicklaus design golf course is here. I am an avid golfer but with the wedding going on, I didn’t get the chance. You get credits based on how many room nights you stay. The credits works for golf, massages or certain foods that are not in the all inclusive menu. You just have to talk to the front desk and they will take you step by step. You can also set it up through the app. The app makes this hotel that much better. You can use it for reservations as well. There’s a bar with Hookah options. Arcades and ice cream shop. You don’t ever have to leave the resort, literally. It has shops and a convenience store as well. Only downside, is the beach. It’s not baby blue clear water like other parts of Cancun. That’s really not a downside. Want to explore the beach and other places? Then book some tours and go have a ball. That’s what we did. We took a cab right over to the sister hotel named Beach Palace and enjoyed the beach over there and it was awesome. You have access to all the Palace hotels, other than the Grand. Drinks and food included at those hotels as well. With that said, man... I can go on and on. The place is so big, we have to go back to explore the rest. I really can not believe anybody had anything bad to say about this place. People complain for the dumbest things. Our wedding was beautiful and all our guests are already wanting to go back. Best hotel I been to and we been to Cancun 3 times! Going to Cancun? MOON PALACE IS THE WAY TO GO !!!
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Date of stay: January 2021Trip type: Travelled with family
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Carl B wrote a review 18 Jan
2 contributions
Such amazing people at Sunrise Moon Palace. Ramon, among many other waiters, was amazing. He served us in Gondola, the Italian restaurant. What a wonderful week! The staff at the Moon Palace are friendly and make the experience amazing.
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Date of stay: January 2021Trip type: Travelled with family
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Response from Palace Resorts, Propietario at Moon Palace Cancun
Responded 3 days ago
Dear M5340HXcarlb, Thank you in advance for giving us the opportunity to serve you and allow Moon Palace Cancun to be your host. It is a pleasure to know that you were attended with attention and dedication by Ramon. Nothing is more important than being worthy of recognition. We hope to have the opportunity to welcome you and your colleagues again in the near future. Best regards, Christian Rangel General Manager Moon Palace Sunrise
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Tiffany A wrote a review 17 Jan
Alexandria, Virginia5 contributions
We adored our time away at this paradise all inclusive resort. The largest in all of Latin America, we went with our three young sons at the gift of our family's friends that had a BOGO deal. Last minute travel since we all had passports, this particular part of the Moon Palace Sunrise resort is enormous, has breathtaking pools as you also take a few steps down to your own private beach. Our oldest son got in an amazing Jetpack Adventure to scuba dive with my husband and I snorkeled with our friend's daughter getting to swim above a large stingray in all its beauty of this well preserved coral reef. Six days was not nearly enough but enough to know we want to return for longer next time. Such a welcome break during these harder times. Staff was safe at all times, always masked and hand sanitizing upon entering every possible place your mask my come off when eating or drinking. Room access from the outside is a definite preference at this time. Rooms super clean and inspiring. Honestly, made it hard to come home to daily routines. A referral for sure. Only hesitation, bring floaties and visibility at all times for non-swimmers as no lifeguards at pool. A great family environment, our family looks forward to returning too!
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Date of stay: January 2021
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Room Tip: The Pinata rooms were a distance from the pool giving peace and quiet while still having ocean...
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Experience382407 wrote a review 17 Jan
1 contribution
We can’t wait to head back down to Moon Palace. Gabriel the butler, was the absolute best and we will request him for all of our stays. Cristel went above and beyond to make our vacation extra special for our entire family. We thank you!
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Date of stay: November 2020
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Response from Palace Resorts, Propietario at Moon Palace Cancun
Responded 3 days ago
Dear Experience382407, Thank you for choosing Moon Palace Cancun. We are grateful for your wonderful comments. Your satisfaction is always our main goal, we are delighted to know it was successfully achieved. We look forward to your next visit. All the best, Christian Rangel General Manager Moon Palace Sunrise
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PRICE RANGE
US$299 - US$710 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
moon palace hotel, moon palace cancun mexico, cancun moon palace resort, moon palace golf & spa resort, moon palace mexico
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
2433
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Frequently Asked Questions about Moon Palace Cancun
Which popular attractions are close to Moon Palace Cancun?
Nearby attractions include Xoximilco Cancun by Xcaret (3.6 km), Wet'n Wild Cancun (4.4 km), and Ventura Park (4.4 km).
What are some of the property amenities at Moon Palace Cancun?
Some of the more popular amenities offered include a swimup bar, free breakfast, and a pool.
Which room amenities are available at Moon Palace Cancun?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Moon Palace Cancun?
Guests can enjoy a swimup bar, free breakfast, and an on-site restaurant during their stay.
Is parking available at Moon Palace Cancun?
Yes, free parking is available to guests.
What are some restaurants close to Moon Palace Cancun?
Conveniently located restaurants include Los Caporales, NAVIOS Fusion Mexican Food, and Manglar Buffet Restautant.
Are there opportunities to exercise at Moon Palace Cancun?
Yes, guests have access to a pool, a fitness centre, and a sauna during their stay.
Does Moon Palace Cancun have an airport shuttle?
Yes, Moon Palace Cancun offers an airport shuttle for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Moon Palace Cancun?
Yes, dry cleaning and laundry service are offered to guests.
Does Moon Palace Cancun offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.
Which languages are spoken by the staff at Moon Palace Cancun?
The staff speaks multiple languages, including English and Spanish.