Palace

Andrea and Amy at the dreamy I’ve been amazing. They have been amazing at the pool with the kids.

Jesus is the best The flow rider is awesome and best experience

Jesus on the flow rider is the man give him a visit

Hands-down, the best Italian food I have had. I would highly recommend you see Antonio as your server. He makes a great Mayan. An experience. You will forget.

Yesenia was wonderful! She did a great job helping me during the yoga class and made the experience very enjoyable. She was also very helpful and recommended some fun activities for my kids here at Moon Palace. I really appreciate her kindness and helpful recommendations. Thank you, Yesenia!

⭐☆☆☆☆ – Extremely Disappointing Experience Our stay at Moon Palace Sunset was one of the most disappointing vacations my family has ever taken. The biggest issue was the food. Several members of my family became sick during our stay after eating at the resort, which completely ruined what was supposed to be a relaxing vacation. Instead of enjoying ourselves, we spent much of our trip dealing with stomach illness. Our privacy was also violated when hotel staff entered our room without permission while I was in the shower. This should never happen at any hotel. We booked this trip together as a family, yet the resort separated our rooms. The front desk was not helpful in resolving the situation despite our requests. The sales staff were rude and extremely pushy, making us feel uncomfortable whenever we were approached. The beach was another huge disappointment. The water was brown during our stay and not appealing for swimming. The smell around the beach and nearby hotel hallways reminded us of dirty diapers, making it unpleasant to even walk through those areas. The only highlight of the resort was the pools, which were clean, beautiful, and enjoyable. One of the biggest frustrations was that many of the best amenities seemed to be reserved for guests staying at the Grand Moon Palace. We even noticed coconuts being collected from trees around the property and taken to the Grand while guests at Sunset could not enjoy them. We also were not allowed to use the Grand’s amenities, even though we were paying premium resort prices. The property is also far too large. You have to rely on golf carts to get almost everywhere, and we frequently waited 15–20 minutes for transportation. This made getting around the resort frustrating and time-consuming. Several restaurants and food options were closed during our stay, including the pizza restaurant by the pool, which further limited dining choices. The resort store was extremely overpriced and didn’t even carry basic medications like Tums, which would have been helpful given how many of us were experiencing stomach issues. The advertised hotel credits sounded valuable when booking, but they came with so many restrictions that they were essentially useless. Room service was also very slow, taking well over an hour to deliver our food. We reported our concerns—including the illnesses, room privacy issue, and other service problems—to hotel management. Their response was simply, “We’re sorry.” No meaningful effort was made to resolve the issues or compensate us for the experience. Overall, we left feeling that the resort focused more on selling upgrades and promoting the Grand Moon Palace than providing a quality experience for Sunset guests. Between the food-related illness, privacy concerns, poor customer service, separated rooms, unpleasant beach conditions, closed restaurants, overpriced store, slow transportation, restricted amenities, and lack of meaningful support from management, I cannot recommend Moon Palace Sunset. The pools were the only part of our stay that met our expectations.

Jesus and David gave us an amazing time with the kayaks and sailboats. It was an absolute blast!

Paola Aguilla at Habibi remembered us and called us by name. Her service is amazing and she is so sweet and takes care of us. She usually is working at the grand buffet but she always takes care of us. I had breakfast at habibi and she was very prompt and friendly

Jess was a great instructor, very patient and positive motivation!

Our vacation at sunrise was very Good , travelled with 2 small kids. Teresa at swimming pool and playarea she is very kind at kids entertainment. My Girl had lot of fun with kids activities with her. Food was good. Rooms were fine.

Good for what it was. About as expected but could have been better with changes. We visited Moon Palace Sunrise for a HS senior spring break trip with our son and a large group of other families and their seniors. It was a great set up for the kids as they could safely roam free. Good: sit down restaurants were very good for the most part, all staff everywhere was very friendly, fitness room was excellent, drinks were good and stronger than expected for an all inclusive and everywhere was very clean. Bad : buffet was tiresome and not great, room service app was down the last 36 hours there, housekeeping was hit or miss ( only received stayover service 50% of visit) and chairs at the pool were hard to come by. The really bad - checkout and airport transport. Complete chaos, wanted to put kids on their own bus to airport without adults, you keep having to show a ticket showing you checked out properly over and over then someone finally keeps it and the guys loading the transfer buses then asked to see again. One guy got aggressive about the ticket after being told over and over someone else took it. The departure process and employees involved in that would make me not return again.

Misplaced luggage, delayed to fix their errors, was told our second room would be upgraded and the didn’t do so, poor communication from staff to visitors. Majority of the restaurants are awful (2 had good food) the rest we ate at… we returned each dish, it was inedible. Never have we ever seen a hotel with such bad food even my toddler wouldn’t eat it. Asked each restaurant for high chairs multiple times and they never came through with them, many dishes missing plates we ordered… just a disaster. Not worth what is being charged. The pharmacy is also price gouging, charging literally x10 more for medicines than you would pay off the property. Additionally they failed to tell us airport transportation was covered if we stay 4 nights so we paid for an additional service. I would not recommend this hotel to anyone who wants to feel their money was well spent. This was our 5th time to Cancun and the worst by far.

I earned this incentive trip with a group of coworkers and stayed in the Sunrise section of the resort. Shout out to the staff here. The waitstaff, bartenders, housekeeping, the people bussing tables, every single one of them was fantastic, hard working, genuinely friendly, and always had a smile. Now for the not-so-great... We traveled in mid-June, which unfortunately is seaweed season. Obviously, this is Mother Nature's fault, not the resort's, but the beach was completely unusable. You couldn't even walk on it because the seaweed was piled up everywhere, and the smell...was to say kindly, unbearable. It was bad enough that both of our outdoor events were moved inside because no one wanted to sit outside looking (or smelling) that. I'm sure every resort in the area was dealing with the same issue, but it was still a major disappointment since the beach is usually the biggest reason I book a Caribbean vacation. The rooms were clean but pretty average. Nothing terrible, nothing luxurious. A little dated. We had a jacuzzi tub that served one very important purpose...a photo op. Our balcony was nice, and thankfully it was far enough from the beach that we couldn't see or smell the seaweed. The spa? Meh. The food? Also meh. Nothing was bad, but nothing made me say, "We HAVE to eat there again!" It was exactly what I'd expect from a typical all-inclusive buffet and restaurant lineup. Checking out...because this is where they lost me. First, checkout isn't in the lobby. It's on the second floor. Then, before they'll hand you the shuttle ticket you need to get to the airport, they introduce you to their "Vacation Club." They are very quick to tell you it's not a timeshare. (Whenever someone has to start with, "It's not a timeshare," you know exactly where this is headed.) I politely said, "No thanks." She asked why. I said I wasn't interested. She explained what an amazing deal it was. I said I still wasn't interested. She asked again. I told her all-inclusive resorts really aren't my thing. She launched into how many gorgeous properties they have. I reminded her I needed to catch my airport shuttle. Out came more paperwork. At this point I had gone from polite...to firm. After about seven minutes of saying "No" in every possible way I could think of, I finally said, "I have no money." Miraculously, my shuttle ticket appeared. I understand sales. I've been in sales for over 20 years. I know people have goals, bonuses, and incentives. But there's a huge difference between presenting an opportunity and holding my airport transportation hostage until I listen to your pitch. That one experience completely changed my lasting impression of the resort. It's unfortunate because the staff worked so hard to create a great experience, only for checkout to end with what felt like an interrogation. Would I go back? No. Would I recommend it? Also no. And it's not because of the rooms, the food, or even the seaweed. It's because no vacation should end with someone making it harder to leave than it was to check in.

I normally never write reviews but I get so pissed off when corporations try to scam people like this so I felt I had no choice. This is the lamest resort I have ever been to. I've had a 100x better experience at a resort just a couple miles down the road for half the price. The audacity they have to charge these prices for the experience they provide... Grimy rooms with broken appliances and cockroaches, nasty pools (we witnessed someone vomit in one of them and the resort staff dgaf), beach unusable due to mountains of seaweed that made the entire resort smell like sewage (they will blame this on mother nature but the beaches in the hotel zone appeared totally clean and smelled normal when we made a trip out of the resort), watered down drinks in visibly dirty cups. For some reason the only beers they serve are three different varieties of Dos Equis. You can't even get a Corona anywhere at the resort. So weird. Most of the food was school cafeteria quality (if you could get a reservation). I have had better meals while flying in coach to Europe. The best experience we had was at the Brazilian steakhouse, which I would rate as mall parking lot chain quality a la Outback Steakhouse. Mexican cuisine is world renowned for being flavorful, spicy, citrus-y, fresh and delicious. Most of the food here tasted like it wasn't even seasoned with salt and pepper and when I asked for hot sauce at multiple restaurants they never brought it. It was hard to get even the most basic Mexican dishes like guacamole and pico de gallo. The margaritas were some of the worst I've ever had. I lost 5lbs in 5 days here though so if you're looking for a weight loss plan and your doctor won't prescribe Ozempic then maybe this is the hotel for you! Everything at the Moon Palace seemed to involve waiting for ages and being herded around like cattle. Wait for a golf cart to the other lobby to get food, wait in two different lines to check in, wait in line to check out, wait ages in the hot and humid airport parking lot for your shuttle, wait an hour for luggage to be brought to your room, wait 30 minutes for a coffee, wait for your resort credits to be "activated" so you can wait again to try and book something only to be told there's no availability. I was here in the off season and it was so hard to get reservations for anything so I cannot imagine what this place is like in the winter. The resort credits are a total scam. You can only use 20% of them on any particular service and you still have to pay taxes and fees, plus all the services are marked up so you're not really getting anything for free. They're just a psychological trick to get you to feel like you're losing money if you don't use them when in reality you'll end up spending hundreds of dollars on mediocre services you don't even want. We managed to fend off the timeshare salespeople but not without enduring several early morning wake-ups from their pushy phone calls. As I was waiting for my airport shuttle to leave the resort the check out guy came running after me to try to get me to buy some kind of credits for a future stay. They don't have time to remove used room service dishes from the hallways or clean puke out of the pool but they always have time for one more upsell! Things I did like: - The golf cart ride to the spa building was scenic and pretty - The quesadillas by the pool were tiny but weirdly delicious considering how inedible the rest of the food was - The fresh squeezed juices were excellent - Super nice servers at the pool!! - Abundant bottled water & easy to get more if you needed it - Sunshine and palm trees - Cute animals and lizards running around - Good shampoo and conditioner and each room came with a CHI hair straightener and blow dryer

Alejandro, Jesus and Amaryani were amazing instructors. Very patient as this was my first experience sailing. Thank you all so much!

Alejandro, Amayrani, Diego were amazing teachers during the sailing experience and helped us with life jackets and it was so fun!

Jess was amazing! She had a killer pilates workout!

It was a very well organized work out course, Jes was very fun, helpful and energetic. I would recommend taking her classes.