Moon Palace Cancun (Sunrise)

Mari Aguilar

I have been visiting this hotel for over 15 years, and over that time I have seen some changes. There are still many positives, especially the staff, who are always friendly, helpful, and welcoming. During this visit, however, I noticed that the hallways were not as clean as they used to be, and the balcony also appeared to need more attention. Cleanliness has always been one of the resort's strengths, so this was disappointing to see. We also visited the Italian restaurant by the golf course, which has long been one of our favorite dining spots at the resort. As always, it was a great experience. The live band by the pool was fantastic and provided excellent entertainment. Overall, this is still a wonderful resort that we enjoy returning to year after year. My only suggestion would be to place a greater priority on cleaning and maintaining the hallways and balconies to ensure the resort continues to meet the high standards guests have come to expect.

J W

We have just returned from a week long vacation to Sunrise. This trip was extraordinary. From start to finish, it was wonderful. This resort is family-oriented with every activity focused on family and togetherness. There is not a casino, and the evening shows are over by 9:30pm. There is a night club which opens at 10, but only s a couple of days a week. If looking for a party resort, this likely isn't the one for you. Similarly, if you are looking for a beach resort, you won't like this one. This is more of a pool resort. There is a lot of seaweed at the beach and in the water close to the beach. Reading other reviews before going had us concerned about some of the topics below, but here are our thoughts on them: Staff I have never been anywhere where the staff went so far out of their way to make you feel welcome and to help you. Each one seemed to genuinely enjoy their job, and they loved to share things about the resort with you. We had occasion where we had to call the Hotel Doctor, and all the staff was incredible. Compassionate, problem solving, thoughtful. The Doctor was amazing, and spoken perfect English. Our party member even got a Get Well Soon card from the resort the next day. The staff at the restaurants, desks, housekeeping, security, golf carts, pools etc...all were the same in their enthusiasm. Golf Carts The cart system is awesome. There are actual bus stops around the property, and pre-defined routes. Frequency is often, and all the carts will hold 10 people plus. Restaurants There are so many restaurants to choose from, and they are all great. They go out of their way to accomodate food allergies. The menus are diverse and there are so many options to choose from. Agra, Trattoria and Asadero are just wonderful. Gondola breakfast buffet is less busy than Bugambilias, and the atmosphere is nicer, although they each have similar food. Reservations for dinner were easily made on the app, two days before. Trattoria and Momo Teppan were the hardest to get. Asadero and Pier 8 were the most fun, with musicians playing during dinner. The dinner buffet has a selection of dishes from all different nationalities which makes it lots of fun. Housekeeping They were very attentive, and returned several times a day to refresh your towels etc.. Kept rooms stocked with beer, water, etc... Rooms We had an ocean view room with an incredible view. The rooms were clean, AC worked well. There were no bugs in the rooms at all. They were spotless. Wifi Very strong throughout the resort, including at the pools. Sales Pitches/Timeshare Some reviews talk about being badgered, but we did not find this the case. We got one phone call to the room, and then just at check out. It was all low--pressure sales which was easy to decline. The App This has everything you might need. Restaurant reservations are made from here, you can check the days entertainment, order poolside food etc... Pools Large, fun, spotless, warm. There are three main pools, two with swim-up bars. The one is connected to the kids pool, and it is a lot warmer than the other two. There are lots of places to eat around the pools, so getting lunch is easy and fast. Or you can order from a server to get poolside service, but it's far easier to visit one of the poolside restaurants where you can grab something and go back to your lounger.

Lindsey Beyer

This is a long post but people need to know what they are getting themselves into. We stayed for 5 nights. We have a low level timeshare with palace. Which is ok. But honestly I have questions as to why discounts online seem to be better than with their member price. That was the first issue we brought up. The second issue was the perks we were to have on our account 90% of the time did not work or were incorrect. And we spent hours being rerouted to different desks and different people and being told so many different things I couldn't even keep track. Every single time we had to go to a front desk for something, it was at least 30 minutes to an hour ordeal. The communication between the staff and buildings was abysmal. And we had kids with us which unfortunately they had to wait with us through all of our debacles and they couldn't even go enjoy themselves. In order to book or get bracelets for anything all party members had to be present. There has to be a better way to do that because their current way is terrible. On a positive note, the the staff at the spa was amazing. I booked through the spa directly and had zero issues. Do not book through the app or with the planners, go directly to the source. The ladies are amazing and accommodating. The whole family loved the spa. The rooms were decent. The cleaning staff and food service staff was very nice and helpful. The food was always excellent. So it could have been a great experience but their poor customer service really put a bad taste in our mouths. Along with the fact we spent a good chunk of our vacation trying to fix problems that should have never existed to begin with.

Simran Arora

Location and Atmosphere: The location is beautiful, and the overall atmosphere is very relaxing. The playrooms for kids are a great addition and were a lot of fun for our toddler. Room Experience: Unfortunately, the room quality and maintenance did not meet our expectations, especially considering the high price point and the expectation of a five-star resort experience. We originally booked a king-size bed but were given a room with two queen beds instead. When we explained that we were traveling with a toddler and were concerned about safety due to the bed size, we were informed that king rooms were only available based on availability. The next day, we discovered a large cockroach on our room curtain. The hotel moved us to another room, but unfortunately, we encountered more issues. We found a lizard in the room twice, and the replacement room also had plumbing problems. When we flushed the toilet, the bathroom drain backed up, causing everything to come out from the drain. It was extremely unpleasant and not something we expected from a luxury property. Food and Service: I would like to give a special shout-out to Chef Aman at Nisuk and Chef Ignacio at Agra in Sunrise. They provided exceptional customer service and prepared wonderful food. They were incredibly accommodating with our special requests for our 2-year-old, and we truly appreciated their kindness and attention. Overall, while the location, atmosphere, and some staff members were wonderful, the room maintenance and cleanliness issues significantly impacted our stay and did not align with the experience we expected for the price paid.

Nicole Ilgenfritz

Our recent stay at the Moon Palace Grand Resort was absolutely exceptional. From the moment we arrived, we were impressed by the level of service, attention to detail, and professionalism shown by the entire team. I would especially like to recognize Felix and Raul (butlers), Alexander (housekeeping), Pedro, Karen, Mel, Jose, Julio, and Gilmer (bar tenders at the main lobby and Diamond lounge) Miriel (concierge), for their outstanding service. It is evident that they set a very high standard for both hospitality and guest experience. Their professionalism, warmth, and commitment to ensuring guests have an unforgettable stay truly stood out. The entire staff reflected that same level of excellence, which speaks volumes about the leadership behind the scenes. Every detail of our stay was handled with care, and we consistently felt welcomed, valued, and well taken care of. We have stayed at many resorts, but this experience genuinely stood out, as it has the past 3 years. It is clear that The Moon Palace Grand takes great pride in the resort and in creating an exceptional experience for guests. We would happily return as we just became residential members and we have highly recommend this resort to others. Please pass this along to everyone involved, and thank you Ricardo as well for everything. Until next time...we love you all!!!