Moon Palace Cancun (Sunrise)

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.

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!!!

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.

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.