Moon Palace Cancun (Sunrise)

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.

nilu patel

Writing this while currently in resort. Good thing is golf carts, service at the pool side. Everything else is worst, avoid this place as much as possible. Rooms are not great, pretty old property. Yesterday there was water break in the room, they change the room and reprogrammed our keys for new room. After reaching to room our keys not working. They took 35 mins to send someone who again struggle to open initially. After multiple calls by him to office he was finally open it. The staff who was here didn’t know English so against communication was challenge . The staff who was picking phone hangs in two mins, transfer call to front desk, no one there to pick. Chatted in the app for no help. They said manager will call back but no one actually did. Note front desk is not near you have to go lobby by golf cart. Overall still unsure about not being locked out. Good cart staff good. House keeping is very good. Front desk is very unwelcoming. Most of staff not able to speak English so you had to use phone to translate. Food is below average (vegetarian options). Room credit is not useful anywhere. Give you an example spa only use 50 while without credit you get 40% discount which better. Overall credit is a trap. They can infect give you any amount as credit but you can’t use it. I am not going to stay in palace properties any where. Take your decision informed. Update: It got worse asking question at front desk led to scare. Went to public relation team already. While lock works great today evening thank god. Not much help.

M.H. Tavakkol

We had a wonderful experience at Habibi Restaurant. Our server, HAGEO, was exceptionally kind, friendly, and attentive. He paid close attention to every detail and made sure we were well taken care of throughout our meal. His excellent service truly made our dining experience even more enjoyable. Thank you, HAGEO, for your outstanding hospitality. We highly recommend this restaurant!

Rodrigo Gan Carrera

Our stay at Moon Palace ended up being a bittersweet experience, and I think it’s important to share both the positives and negatives. The good: Edrei at reception was kind and helpful throughout our stay. He assisted us with a room upgrade upon arrival and also helped arrange a late check-out, which we truly appreciated. The food was good overall, and thankfully nothing caused any issues. The bartenders, waiters, and service staff were generally friendly and attentive. The hotel app also worked very well. We used it to order food, request hygiene items, and communicate with the concierge through the internal chat, which was convenient and efficient. The bad: Unfortunately, the negative aspects were significant. From the moment we arrived, we felt pressured to schedule a visit to The Grand. It felt less like an invitation and more like being pushed into attending, using a day pass, and eventually agreeing to whatever was being offered. We spent about 30 minutes after check-in explaining to the concierge that we simply wanted to enjoy the stay we had already paid for, but the persistence became exhausting. What made it worse was that the concierge spent considerable time explaining The Grand while barely taking any time to explain Sunrise, which was the property we were actually staying at. I understand sales efforts are part of the business, but this felt excessive and uncomfortable. On top of that, we were asked very personal questions such as when we were getting married and why we didn’t have children, which felt completely inappropriate. The second issue was much more serious. We attended a wedding at Nizuc, and the wait staff accidentally threw away my partner’s insulin pen. My partner has Type 1 diabetes, so this is not just a personal item — it is essential medication. The staff at Nizuc apologized and directed us to Public Relations to resolve the issue. We explained everything to Linda in Public Relations, who told us they could help us obtain a replacement medication, but that the hotel would not cover the cost. The replacement cost was approximately $70 USD, and honestly, paying for it was never the issue. What concerns me is the lack of professionalism and common sense behind throwing away a guest’s medication and then refusing to take responsibility for it. To me, situations like this define the difference between a luxury hotel and an average one. The insulin itself is not just another item — for my partner, it is literally the difference between life and death. Linda simply delayed the situation, saying that if the hotel were to take responsibility, an investigation would need to be opened and that it would take time. There seemed to be little interest in showing empathy or urgency beyond offering to call a pharmacy. This happened one day before our departure, leaving a very bitter ending to what could have otherwise been a good experience. Thank you for the positive moments, but unfortunately we will not be returning. We have stayed at Secrets in the past and have never had experiences like this, so we will continue choosing that route.

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.