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Carretera Federal 307, 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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Travel safe during COVID-19
Visit our Travel Safe hub to see how we're helping you make more informed travel decisions during COVID-19.
What you can expect during your stay
  • All linens sanitised in high-temperature wash
  • Face masks required for staff in public areas
  • Floors marked for social distancing
  • Hand sanitiser available to guests & staff
  • Stay-at-home policy for staff with symptoms
  • Regularly sanitised 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

#20 of 269 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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Property amenities
Free parking
Free internet
Pool
Fitness Centre with Gym / Workout Room
Free breakfast
Beach
Bicycle rental
Babysitting
Parking
Wifi
Paid wifi
Hot bath
Pool / beach towels
Outdoor pool
Fitness / spa changing rooms
Fitness classes
Sauna
Bar / lounge
Restaurant
Breakfast available
Breakfast buffet
Breakfast in the room
Snack bar
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
Pets Allowed ( Dog / Pet Friendly )
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
Gift shop
Non-smoking hotel
Shops
Sun loungers / beach chairs
Sun umbrellas
ATM on site
Butler service
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
Hotel links
Special Price:ORDER SUNSHINE ANYTIME

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36173Reviews7751Q+A100Room tips
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Popular mentions
Donna K wrote a review Yesterday
44 contributions9 helpful votes
We came down for a concert which ended up getting cancelled due to Covid. I'd been here before, so decided to stay for some R&R. I love everything about this place. It's luxurious, well maintained and very very clean. The all-inclusive is truly all-inclusive. Sure, there are extras you can spend money on if you like, but it's really not necessary. Anything we needed at any time arrived quickly from toothbrush to extra towels/robes to room service. The staff in general are smiling, happy and genuinely want to help. They must be treated well, and it shows. The restaurants and the food are all excellent - we really loved our meal at Momo. A lot of care is put into ambiance, and we so appreciate feeling special! My daughter and I decided to splurge on a mani-pedi (they aren't cheap), and we received exceptional service from Magdalena and Karina. Thanks so much ladies! Quite a few of our fellow music fans decided to stay, though the concert was cancelled (I guess there were maybe 2-300 of us), and the hotel staff went out of their way to play our music for us, complete with light show, every evening. The pool staff at the Sunrise let us play our music as well. They didn't have to do that and it really made a huge difference, as many of us look forward to this week all year! All in all I would highly recommend Moon Palace. I wish we would've taken advantage of more of the included activities, like paddle boarding and mini-golf, but apparently we needed the rest by the pool!
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Date of stay: January 2022Trip type: Travelled with family
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Christina P wrote a review Jun 2021
liberty, United States17 contributions16 helpful votes
+1
Hotel's Favourite
This was our second time staying at Moon Palace Sunrise. We had a great time. We participated in many of the resort activities, put on by the entertainment team (shout out to Paola, Alex and Mario for being awesome). They have exercise classes, games and live music at the activity pool at the center of the resort. My son had a great time at the FlowRider learning to surf, the instructors there were fantastic, especially Caesar. The food and drinks are wonderful. We also loved all the restaurants. Our favorite was Los Corporalas (Authentic Mexican) and Momo (Asian). The buffet Bugambilias was also wonderful for breakfast and lunch. The staff is always eager to please, we had amazing waiters, Jhonny, Adrian V, Juventino and Diego went out of their way to make our meal time lovely. Jesus makes the best omelettes for breakfast and he does so with a smile! Overall the staff went out of their way to serve and make our time at the Palace so wonderful. We will go back for sure.
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Date of stay: June 2021
Rooms
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Service
Room Tip: Our room was quiet we were 1 building away from the lobby. We had a ground floor facing the...
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7 Helpful votes
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Response from Palace Resorts, Propietario at Moon Palace Cancun
Responded 23 Jun 2021
Dear523christinap, At Moon Palace Cancun, exceeding the expectations of our guests with impeccable service is our most important goal. Our Resort has something for everyone and we are pleased that you have enjoyed the facilities and services that the resort has to offer. Thank you for mentioning the service of our entertainment team, Cesar, and our Bugambilias team. It will be a pleasure to welcome you soon. We can't wait for your next visit! Greetings, Christian Rangel General Manager Moon Palace Sunrise
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erinandkai wrote a review 14 Jan
Summerland, Canada80 contributions48 helpful votes
I went to Moon Palace 11 years ago and it has significantly declined since my original stay. After spending three weeks here (two extra due to Covid) here is the summary of my trip. This is long!! Transportation from the airport was relatively uneventful but finding the rep took a bit of time as he wasn’t holding up any signage. Check in- did it twice. Originally-Took about an hour (slow- not sure why) and there was no welcome drink or cold towel. No information was provided about how to get a PCR test for Canadians however there was a QR code to book an antigen test. The “sign up for a membership” hounding started literally when we were in line to check in but they presented it like they could help us book our perks (we booked through a member). We committed to a 10am meeting. The front desk agent handed us our keys but didn’t even tell us how to find our rooms (massive hotel). The 2nd time (after being cleared from Covid), was smoother however there was a large concert scheduled during our time there and it was LOUD as our room was right beside the venue and it went to 11pm. I would think this should be explained at check in and guests should be given more of a choice of their room location (beside the action or a quieter spot). We ended up switching rooms as we couldn’t even hear the other person talking in the room. Yep, it was that loud and far cry from a peaceful vacation. Rooms Stayed at 4 different ones on our trip. Original, quarantine at golf course, back in the resort- loud, and finally a quieter option. Rooms were okay but two double beds should really be queens as they are very small for two people to share. Small things like cheap in room coffee makers, can’t get creamers for the fridge and so forth highlights it is no longer a 5 star resort. The jetted tub in the middle of the room isn’t practical for a family with older kids. The rooms are starting to look their age - our toilet had a hairline fracture (not leaking) and squealed when flushed, and chips are noticed around the tub, and the patio furniture was noticeable damaged (pieces broken off but still functional). The room was fairly clean but there were spots of water/toothpaste on the mirror, stains on some of the towels/sheets (in the quarantine room) and there looks like mouse poop on the balcony. Security Non existent. Over the concert timeframe - There was a lot of people smoking pot and blasting music all hours of the day/night. Not family friendly whatsoever. Activities There is lots to do so we kept busy. We played basketball, tennis, pool volleyball, ping pong, sailing, mini golf, biking and video games. The entertainment staff was very hit and miss- the ones on the waverider were terrific, where as the ones who organized the beach volleyball were cold and not inclusive. We didn’t attend any evening shows. I found the communication for the shows minimal and hard to find (not in the app). The app Is awful! Crashes a lot and not easy to use. When we were in line to check in, I could finally see our info and could reserve restaurants. I managed to get 3 reservations within the week (near the end of the week, odd times but good enough). I checked the app an hour later and there was nothing available. So if coming in a peak period, you might not be able to get a reservation which blows my mind. Room service times in the app are wrong! Said 38 minutes, took 90. This is unacceptable considering they are posting times that can’t be achieved. Tours We didn’t go on any tours/excursions but did book some things using resort credits. What a slow process!!! Like hours waiting and being asked to come back, or told there is nothing open (like for 1 person to do tequila tasting over a 10 day period)… when pushed a little they always “found” room but zero motivation to book items under resort credits (or maybe wanted a tip ahead of the booking). Btw- resort credits are no longer offered with regular bookings, just through a member. Staff Many staff in restaurants/bars were prompt and polite. This is not a resort for “foodies” but it was edible and staff listened to requests. A few excelled in service and deserve to be acknowledged: Jorge- Brazilian restaurant Felipe - Arga Hector- asadeto Other areas of the resort, not so great. The membership sales pitch group- started calling our room at 8am (even though we committed to 10). We were able to get through the crappy sales pitch in 40 minutes (lots of firm no’s) and the “closing” manager provided us the parting remark of “I could smell you would buy nothing”. Odd but I just wanted day passes to the grand. Then it took them an hour to record our attendance and we had to bounce between a few desks to get the bands. The front desk loved calling at 8 am as well- like seeing how our stay was going and to remind us (incorrectly) we needed to check out. Unplug your phone if you stay here. The public relations team (which isn’t PR in the traditional sense - this like guest services) were AWFUL and downright rude. My son tested positive for COVID while my husband and I were negative. So at 11pm at night, they said only 1 parent and the child need to move to the quarantine rooms and gave us 15 minutes to pack (and stood outside our door). In the quarantine room, you need to talk to the PR team for any requests (like medical services) and we couldn’t reach them for days at a time. Rooms service was taking 2.5-4 hours and the food would arrive stone cold. Even water took 4 hours (we just wanted drinkable water). I asked for another COVID test for myself since I was in the room with my son, and before the they entered the room for the test, they made me sign a slip of paper and told me it was for the PCR test, only later did I find out they charged me an extra 100 for “medical services” on top of the pcr test. Very sneaky and when I said it was misrepresented, wouldn’t remove the charge. It gets worse from there. So after 6 days in quarantine we are feeling fine. We heard the room next door (we had an adjoining room so sound transferred) get an negative antigen, then we’re able to go back onto the resort to wait out the rest of their 14 day quarantine (Canada was 14 days at this time). When I asked about this, the women were so horrifically rude. First refusing to get us an antigen test, then telling me the people next door were Americans (I know they were Canadian so I called them out on their lie), finally telling me to mind my own business. I told them we are in the exact same situation, so how they got out of quarantine once healthy is very much information that should be shared. Then they said, you can come out but only if you pay the daily rate which is near 700 usd, I asked if I can get a firm price/quote (and she said yes, at the front desk but if you leave the room, you can’t come back). Then they told me they are full and don’t have any rooms available. So at this point I reached out to the member I made the original booking with and booked another stay to wait out the time until we could fly home. So yes they had rooms and no they weren’t 700 a night. Lastly, COVID protocols … they are minimally enforced. While they have signs up for mandatory masks inside, they are only enforced at restaurants. In all my time, I never saw one staff member ask a guest to put a mask on indoors. I’m thinking about 60/40 between mask wearing and not, inside meaning a lot of people walking around without a mask on. No social distancing either. The only people who religiously wear masks are staff - every single one. In terms of cleaning, I didn’t see any staff wiping down the video games/pool cues in the Wired lounge and I’m guessing this is where my son picked up COVID. So that is my long review of Moon Palace and why I think it is no longer a high quality resort anymore.
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Date of stay: January 2022Trip type: Travelled with family
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B9758GFjennifers wrote a review 12 Jan
7 contributions2 helpful votes
We stayed in the Nizuc side of the property and we enjoyed the more low key vibe. We were there December 29th - January 5th. Before New Years was very packed as far as getting seats on the beach or by the pool. You needed to get up by 7 am to claim your chairs for the day. After January 2nd the place cleared out and there were plenty of seats. Loved the fact that your wristband was also your room key that made things way easier with the kids! The beach is very long and the sand is amazing. The resort has the seaweed issue completely under control. Only downside is the water isn’t the beautiful Caribbean color you may see in other areas. The resort is very clean. Our favorite restaurant was the Brazilian steak house. The only beer they serve is Corona which was slightly disappointing. The New Years Eve “concert” was really just like any other resort show, but lasted for two hours and they sang only 30 seconds of each song and spent 30 minutes singing in Spanish which would have been fine if they picked songs that had a good beat. It would have been way more enjoyable if they had a DJ going all night. (Our kids hated it) The dance club’s music was way too loud and they kept interrupting the dancing with resort dancers doing a little show for you which (even though they were good dancers) was odd. Here is a shout out to some of the excellent staff we can across… Gaspar at Palapa Pelicanos was our absolute favorite! He took amazing care of us and what a kind and fun person. Jorge at the breakfast buffet in Manglar was very nice and remembered our family and the other family we were traveling with. Roman at the Peir seafood restaurant was very good. Christian at Teppanayaki was THE best we have every seen with all the tricks! Christian at Palapa Delfines took care of my son and his friend with all the burgers those teenage boys needed to consume. Resort runs like a well oiled machine. Would go back to this resort in a heartbeat.
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Date of stay: January 2022Trip type: Travelled with family
Room Tip: If you are there when it’s busy get up early to put your towels on your chairs
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Leah M wrote a review 11 Jan
Robinson, Pennsylvania1 contribution1 helpful vote
We came to this resort for a family member's wedding that was planned here. Overall, the resort was nice, not amazing. We stayed at the Nizuc and had access to the Sunrise for no extra charge while we were here. Pros were the rooms were nice, food was overall good, and the pools were beautiful. Cons were that the beach was not really usable while we were there, and most of all, was how much they tried to upsell us everywhere we turned. Because there were apparently multiple weddings the week we were there, the resort was very busy. The check in process alone took around 1.5 hours, however we were given drinks and snacks in a waiting area until they could get around to checking us in. Most of the restaurants had a wait or required reservations ahead of time and were booked up, so we were unable to visit the steakhouse and some others we were interested in. For the restaurants we did make it to, the food was overall good and the service at the Nizuc buffet was top notch every time. My biggest complaint was that the entire time we were at the resort, staff kept pressuring us to spend more money. To us, that defeated the purpose of us being at an all-inclusive resort. Checking out? Hold on, book your next stay with us for a discount! Need to make a dinner reservation, why not spend money on a day pass and eat at the Grand resort? Here's a deal for $300 resort credit, but you have to spend $500 of your own money before you can use it. Every interaction with staff members seemed to come with a sales pitch and it got very tiring. Unfortunately we fell for the Day Pass to the Grand pitch. We were offered a 90 minute tour of the Grand resort and a pass to use the facilities for the day (so that we'd fall in love and want to book there next time, right?) There was no tour - it turned into putting us at a table for 3 hours with 5 different salesmen pressuring us to buy timeshares. We eventually got out of there, and we did receive a pass after waiting another hour in line for it. While the food and shows at the Grand were better, I honestly thought the pools at Sunrise and Nizuc were nicer and less crowded. It was not worth the hassle and we spent the rest of our trip feeling frustrated with the hotel over the ordeal. Also be careful of the shuttle agency on site offering "free trips" to downtown Cancun. Some family members decided to take advantage of it, and ended up in a similar situation of sales pitches for several hours. My family gave up partway through and never made it downtown despite wasting several hours of their day on it.
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Date of stay: October 2021
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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 The library (1.1 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, Manglar Buffet Restautant, and Bugambilias.
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 airport transportation?
Yes, Moon Palace Cancun offers airport transportation 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.
Are pets allowed at Moon Palace Cancun?
Yes, pets are typically allowed, but it's always best to call ahead to confirm.
Does Moon Palace Cancun offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.