Moon Palace Cancun

Beautiful location and very friendly helpful staff, our waiter Alfredo was the so friendly and made us feel very welcome, he could not help us enough, we ended up staying here all afternoon and will be back.😁

There're 6 of us and we just returned from Moon Palace, Cancun. Upon check in, we requested to reserve our names at Agra restaurant. The reservation crew told us that there aren't any open spots. We were disappointed and headed to pool side restaurant for afternoon snacks. We met Erick Torres and Sergio Calva at the pool side restaurant, they manage Mexican restaurant. We expressed to them our concern, they listened to our concerns and immediately put us in touch with Debbie Olvera. Debbis is manager on site and extremely helpful. She understood our concern and personally put our name in Agra list. She went ahead and booked our names without any issues. Not only that but Debbie went above and beyond to ensure that we were given total VIP treatment at the resort. It would be an understatement to say that Debbie is a true asset to Moon Palace. Without her, our stay would have been below average. Thank you Erick Torres and Sergio Calva to get in touch with Debbie. Moon Palace needs hard working people like Debbie, Erick and Sergio. They make this place an excellent stay. I'm truly humbled by their service and certainly will return back. Thank you so much for such a wonderful service!!

Complaints after complaints.. very disappointed. Spent loads of money to take the family their as we heard plenty of good reviews. Nothing to do for the kids. Beach stunk the whole place out of sewage, pools was filthy full of dead insects which never got cleaned resorting to kids getting poorly and 4 of the kids was babies, all down with infections! No one ever dealt with the complaints we made, they just act like nothings happened. Workers don’t communicate or have the full knowledge of hotel rules as we was told we could play our own music by the pool but a number of workers would come and say we was not aloud which turned into an argument. Expected kids to eat on the floor in our rooms which was INFESTED with ants and refused to give high chairs, tried to charge us for food stains on the beds because apparently they had to destroy them because the sains wouldnt come out, asked to see the pictures of ‘these stains’ turned out to be biscuit crumbs! You can just shake them off!! Just a money grabbing place! Wouldnt ever go back! Drinks would come out after youd ate your food, whats the point now? High chairs for kids would come out about an hour later, but then again they’d probably want them to eat off the floor like dogs! The only good thing about the holiday was the sun, maybe it’s because moon palace had no involvement in that.