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Located on Cancun's tranquil south shore, ten minutes from the airport, this luxury all-inclusive resort offers more than 2,000 accommodations, each with whirlpool tubs, 24-hour room service, top-shelf drinks, free WIFI, CHI-branded amenities and complimentary calls to Continental US, Canada, and landlines in Mexico, Over-the-top amenities are included for everyone, families and couples alike, such the state-of-the-art Playroom for kids, a lounge designed just for Teens; an endless variety of gourmet dining options and bars, a FlowRider® Double Wave Simulator, not to mention world-class entertainment and nightlife. With the added indulgence of an AWE SPA® for hard-core pampering, and a Jack Nicklaus Signature Golf Course for enthusiasts and novices alike, Moon Palace Cancun has it all.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
We have been going to Cancun / Moon Palace for vacation since 1995. and for the past 20 + years we have chosen the MOON PALACE SUNRISE. This resort is just perfect in all aspects and WILL NOT disappoint. MOON PALACE SUNRISE is an All Inclusive Resort and is part of a larger Resort Complex called Moon Palace Cancun, which also includes Moon Palace Nizuc, Moon Palace Grand, and the Moon Palace Golf/Spa Complex and its all located a very short ride (about 15 minutes) from the Cancun International Airport. The hotel accommodations (whether you choose presidential Suite or Regular Room) are very luxurious, stylish, roomy and comfortable. Every room has great views of either the beach, or the pools, or the inner garden areas. Every room also has a large jacuzzi, and a fully stocked fridge (water, soft drinks, and beer), and there is also an alcohol dispenser cabinet which usually has 3 types of alcoholic drinks. There are several restaurants at each resort (Japanese, Indian, Spanish, Italian & ..), the food is very tasty and there is always something for every taste. The management (like Ms. Ana Martha Mejia who is very kind and welcoming, and will treat you like a family).The nightly entertainment is just great, with a variety of nightly shows for all week. There is also daytime entertainment in the pool area. There is also a full scale Spa in every resort as well as a very luxurious Spa at the Golf course area. There is a shuttle service several times a day between all the resorts, so the guests can enjoy the facilities in other resorts, if they wish. I could go on and on about how great these resorts and the staff are, but I believe everyone should see and experience it all on their own.
I WOULD LIKE TO THANK THE FOLLOWING INDIVIDUALS FOR MAKING OUR VACATION VERY COMFORTABLE AND ENJOYABLE.
The young lady that was working at the Elite check-in desk on 09/09/2022 late afternoon. Gondola Restaurant: Food choices were great, with a very clean environment. Every one was great. The Manager; Ana Martha Mejia is very kind, welcoming, professional and runs a very orderly and friendly restaurant. The Hostesses; Alma, Yozune, and Enery. The Servers; Antonio Chi, Edy Moreno, Eduardo Currillo, Irvin Ek. Bugambilias Restaurant: Food choices were great, with a very clean environment. Every one was great. The Hostesses; Ana Ortiz, Alma Ariet, Yozune Flores, Osmara, and Omar. The Servers; Alfredo, Ruby, Juventino, Adrian, and Ingrid. The Lobby Bar: The atmosphere was very nice and comfortable. Choice of certain alcoholic drinks (Top Shelf) was limited. The Live Music had variety and tasteful. The Servers; Maria Cano, and Frida Galicia were very kind, welcoming and attentive. The Spa: The ladies who gave us massage, Gaby and Vigueras were very professional and kind. The Bellboy staff: Everyone was kind and welcoming, specially; Ricardo Sierra Antonio. The Maid Service (Room # 3117): Everyone of the ladies who attended to our room and kept it very clean and organized was very kind, professional, and attentive. THANK YOU! (Sorry that I did not ask for their names). THANK YOU, Everyone who made our stay very pleasant and comfortable, AS ALWAYS. THANK YOU.
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Date of stay: September 2022
Rooms
Cleanliness
Service
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Response from Palace Resorts Management Palace Resorts Management, Propietario at Moon Palace Cancun
Responded Sep 21, 2022
Dear David. Thank you for taking the time to share with our TripAdvisor community your recent experience at Moon Palace Sunrise. It is always a pleasure to know you had such a warm welcoming since the moment you arrived. Allow to greatly thank you for choosing us to spend your recent holidays, it fulfills me to know that we exceeded your expectations by offering great food and harmonious facilities. I appreciate your thoughtfulness in mentioning all our amazing staff who went above and beyond during your stay. I will be sure to share your kind compliments with them as I am sure they will be happy to know how much their work and effort is appreciated. Thank you for your lovely review, please know that we will be happy to welcome you on your next vacation to take you over the moon again. Best regards, Edgar Alan E-Concierge
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A group of 8 of us stayed at Moon Palace Nizuc for a week at the end of July 2020. The service was above and beyond the entire time. Special shoutout to Christopher, Edwin, and Guillermo who all made our stay special. All of the staff wore masks the entire time, hand sanitizer throughout the resort, QR codes for the restaurant menus - lots of precautions to make you feel safe. Guests are not required to wear masks.
Resort was fairly empty, maybe 30% capacity. Plenty of open chairs are the pool everyday. Swim up bar was closed but the servers circled the pool consistently and we never waited for a drink.
The food at the restaurants was all very good. A few off dishes but overall can’t complain. The buffets have all been replaced by ordering off the menu. Room service was always very speedy. The Italian and Mexican restaurants out at the golf course required reservations, the others did not.
One warning, at the time of our visit Moon Palace Sunrise side was closed meaning no Flowrider, Asian restaurant, etc. This was a little disappointing because at the time we booked we were told everything was fully open. If you can swing the price difference, I would recommend upgrading to The Grand to give you access to the additional restaurants, bowling alley, speakeasy bar. Day passes to The Grand for guests staying at Nizuc aren’t cheap - $75/person per day.
Overall a great trip for all of us. The service was some of the best we’ve had at any of the Palace resorts.
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Date of stay: July 2020Trip type: Traveled with family
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Response from social media Palace Resorts, Propietario at Moon Palace Cancun
Responded Aug 3, 2020
Dear codyberra; It has been a pleasure to have you with us and pamper you with the service that Moon Palace Cancun is known to provide. We are glad that your overall experience was really positive where you were able to enjoy many aspects of our property and our service. We appreciate the kind mentions of our team members who will be personally recognized for their impeccable customer service and dedication. We hope to have the opportunity to host you again in the future in order to create another wonderful experience. Best Regards, Fernanda Rodriguez Social Media Palace Resorts
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Not sure where to start in all honestly, but in short this was the best holiday myself & my girlfriend have experienced.
Food: There is an abundancy of choice with regards to dinning. Every single restaurant we dinned at was fantasic, but our favourite was los coporales, particularly for brekfast. I think back to it everytime I have a Mexican. Speaking of which I want to thank all of Rosario Noh, deymi dominguoz, mauren villalobos, yolanda ramiroz & didier quintal for their excellent service.
I'd recommend downloading the Palace Resorts app as soon as you arrive and start making some reservations as the tepenyiaki & Indian restaurant can be difficult to book a slot.
As well as booking restaurant service through the app you can book room service to come at any point in the day. Feeling a bit nippy when you're back to the room in the evening, couple clicks on your app and a taco will be at your door. Just make sure not to leave your tray outside your door or the monkeys will come make a mess..oops
Drinks Our room came with a drink dispenser and mixer in the room, fantasic. You could order drinks at any bar at any time of the day including the pool bar. Though you dont have to as by the pool there are attentive members of staff who are very friendly and will grab you drinks/food as you ask. Definitely worth tipping these hard workers!
Activities: There's always activities going on, from guess the song to zumba in the pool. The hotel provide you credit for excursions so we managed to book a dolphin experience for pretty cheap. Theres a range of other excursions you can also partake. Wd also went to Coco Bongo which I feel is a must do but is mostly just an entertainment show with tribute acts.
Weather: We travelled from the UK early December and fortunately managed to catch the end of summer weather. We had a friend go the week after who was caught up in rainy weather so Id recommend early December or before.
Room: The bathroom was fantasic, the whirpool was such a neat feature of the bedroom & it was as clean as you could ask for.
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Date of stay: December 2019Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from TheGrandatMP, Gerente at Moon Palace Cancun
Responded May 30, 2020
Dear Joromy K; We are very happy to know that we were able to exceed your high expectations and that you were especially pleased with the delicious food in our restaurants but also by the excellent service provided by our professional team members who make sure you and your girlfriend had an amazing stay with us. We very much appreciate your recommendation and we hope to see you again in the future. Best Regards, Fernanda Rodriguez Social Media Palace Resorts
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Came during Christmas break. The resort was overly crowded. Checked into room without any toilet and tissue paper. Maid removed dirty towels daily but never replaced them and we had to constantly call to ask them to bring clean towels. Room cleaned twice out of the 6 days we were there. Impossible to get dinner reservations. Walk in restaurants had wait time of 1-2 hours? Palace app would quote room service waits of 60 mins but food would arrive over 2 hours later. Often left the phone ringing for over 20 mins just to get through to someone to make dinner reservations and still it was overly booked. Lost my sunglasses and went to public relations several times and had to wait over 20-30 mins to speak to someone. Couldn’t get any sleep bc doors were slamming at least every 20-30 mins during the night. Workers were pushing noisy carts with dishes, glasses and utensils banging on the cart around in the odd hours of the night to pick up food trays. Since we were there for 6 days, i had to ask for additional shampoo and maid was hesitant to give me some, but i still tipped her? This is the first hotel I’ve ever stayed at where baby shampoo was not available. Kids lived the playroom but toys really should be replaced. Many toys were old, broken, out of batteries or didn’t work. Booked a tour 1.5 weeks in advance with vacation planner and received confirmation for our Isla Mujeres tour. We arrived at the sunrise arena 30 mins early to make sure we can get a front seat on the bus for our kids since they get car sick. We were the first in line and they couldn’t find our reservation. I showed them our reservation on my phone and the girl made a few phone calls and told me to go to public relations. Again, i found myself waiting at public relations with my 4 year old son and 1.5 year old daughter. We were finally able to speak to someone after waiting for about 15 mins. The guy said my reservation was confirmed and it’s there and that the bus left 10 mins ago. My husband speaks fluent Spanish and keep telling him we were there at the bus and they couldn’t find our reservation!!! We kept repeating ourselves about 4 times and he finally told us he’ll call a taxi for us to get there and we would just have to come back with the group. Honestly, i had so much expectations for moon palace since I’ve stayed at their past sister hotel in the past and the service and facility was phenomenal. This trip was disastrous. As many has stated, the hotel is clean and beautiful but the beach was not nice. It was brown and lots of seaweed. We took a taxi over to beach palace one day and of course the beach there was much more beautiful.
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Date of stay: January 2020Trip type: Traveled with family
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Every year we return from our stay at Moon Palace Resort with rave reviews and wonderful memories. This past stay (January 29 - February 5) was a different story.
We were in SUNRISE and unfortunately the hotel had booked a very large number of people for a long week end and concert. These people were given a large section of the Sunrise Pool and beach area. Their location was roped off and they brought and played their own music choices which were so loud and unsettling that it made it impossible for anyone else staying at Sunrise to enjoy the pool and beach area. We normally enjoy being on the VIP Beach area, but simply could not stand to be there. We moved down to Nisuc Beach Area to get away from these rude and loud guests, but the down beat of their music was still audible that far away. It seemed as though the hotel did not care about all the other guests at Sunrise deferring only to this very large group. Many of that group smoked large pipes and the smoke from those pipes filled the air as well. Had this been my first visit to Sunrise and Moon Palace, I would not return. I did talk with three different employees about my feelings concerning this group.
We always enjoy the employees at Sunrise and Nisuc. Armando, Albert, and Jorge, and Rocio in the Manglar are so gracious and accommodating that we walk to Nisuc every morning for breakfast. Eduardo also checks to see that everything was to our liking. These people on your wait staff are excellent. I would also like to recognize Gabriella at Caporales for being very friendly, courteous, and makes the best Mayan Coffee.
We also seek out Bela Duka as we enjoy a friendship with him over the years. He remembers favorite songs and plays them when we walk in. He is a very big PLUS to each and every evening.
Margarita at the Spa always can greet me by name each and every year. Her warm welcome is amazing. The other women of the spa are lovely as well and do such a great job administering their services.
The employees make Moon Palace a delightful stay. We always seek out Olivia and Gertrudi wherever they have been assigned. These longstanding friendships are a treasure.
This year left a bad taste in my mouth due to that huge group of people who were allowed to take over the Sunrise Pool and beach area. I might add, they left a terrible mess.
We also had issues with our rooms - for the first time ever, and I believe it was due to that large mass of people as well.
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Date of stay: February 2020
Rooms
Service
Sleep Quality
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Response from Moon_Palace_Cancun, Gerente at Moon Palace Cancun
Responded Feb 20, 2020
Dear Carolyn B, Thank you for your comments. We sincerely would like to thank you for taking the time to share with us your feedback on your experience at Moon Palace Cancun. We regret to read that the experience was not as expected, as it is certainly not the Palace Service we strive to provide. Thank you for your feedback, please rest assured it will be shared with management to ensure that these situations are properly addressed. We would like to thank you for highlighting the aspects you have enjoyed the most, particularly the names of the staff that went above and beyond, they will be recognized for their amazing service. Hopefully, we will have a second chance to host you again in the future and redeem ourselves by exceeding all of your expectations It would be a pleasure for us until then we remain at your service. Cordially, Pamela González Social Media Moon Palace Cancun
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I have mixed reviews on moon palace Sunrise. I had great expectations of the hotel which were let down somewhat. On the outset, the hotel is beautiful, set on beautiful grounds, well maintained and has great facilities for children. In fact this is one area where the hotel is doing very well. However, what let's the hotel down is the overall customer service and dining experience. Particularly, the room service needs vast improvement with sending food in a timely manner, average waits were 60mins and we had to abandon waiting for breakfast on one occasion as the wait was well over the ETA 60mins!
Another problem we encountered was dinner at the Asian restaurant Momo, another over anticipated wait of 2 hours for a table only to be turned away as they realised they were too over subscribed...this service falls short of 5 star! I'm still waiting for a response from the hotel about this specific experience! Again, waiting over a week for a response is not great. I'm not sure if we had a poor experience with dining was due to the busyness of the resort as this was over the Christmas period so I may have askewed experience.
I'd say go to this hotel if you like large resorts, but I do feel the personalised experience is lacking because of its size. The advantage of the size if the hotel is using the sister hotels and services (bar The Grand) I would recommend a trip to the beach palace where the beach is much nicer on this side. Utilise the shuttle bus service for this purpose as this brings you closer to the Hotel strip. The hotel is a fair distance to anywhere without transport.
I'm in two minds about the room credit perks as there is a tax payable for each excursion booked and some of the excursions are a lot more expensive than other tour operators so it may useful to get a comparison quote elsewhere such as get your guide.
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Date of stay: December 2019Trip type: Traveled with family
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Response from GM_MoonPalaceCancun, Director General at Moon Palace Cancun
Responded Jan 30, 2020
Dear vannycLondon, Thank you for choosing Moon Palace Cancun. It is with great concern we receive your review since this is definitely not the kind of experience we strive to provide for our guests. Nothing is more important for us than providing our guests with outstanding vacation experiences and we truly regret to know that your expectations were not met during your recent stay. Your comments are very important for us and these will help us to continue improving in order to serve you better during future stays. We hope to have the chance to welcome you back again in the future and change your perception at Moon Palace Cancun. Cordially, Ulises Sosa e-Concierge Moon Palace Cancun
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Just got back January 1 from a four night At Moon Palace.. it’s OK but could be better
For the hotel at 50% occupancy I’m shocked they did not do more for their guest that were there..
Let’s break this down into multiple areas
Covid protection I think they did OK here but it could’ve been better. Every restaurant required hand sanitizer before you can enter which is great but you could walk the lobby areas without wearing a mask which I thought was very bad. They definitely could improve this area. The club was packed full of people not wearing mask not drinking just dancing we did not go
The food The restaurants were average the best restaurants I would say was the Indian and hibachi Seafood and steak were just ok.
New Year’s eve dinner was god awful. Lobster and steak were nasty and the appetizer in the soup gelatin mushroom appetizer NASTY.
I think we took one bite of everything and ended up leaving before the desert
We had some issues with our room where the maintenance did not fix the loud AC unit. Even though the hotel was at 50% occupancy they put us almost in the last building which was long walk.
We were under the understanding that we could use the grand facilities also but was later told we can’t unless we pay $100 per day or listen to a two hour time sure
Not sure I would come back
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Date of stay: December 2020Trip type: Traveled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Palace Resorts, Propietario at Moon Palace Cancun
Responded Jan 16, 2021
Dear paulp73, We would like to thank you for sharing your comments with us; here at Moon Palace Cancun, we commit to provide quality service beyond our guests’ expectations, and sincerely we regret to read the comments that you are mentioning in your review as it definitely not the experience we work in providing. I would like to share with you that our brand-new program, Purely Palace goes beyond the already stringent quality controls and health measures in place, with the implementation of more than 250 preventive actions to assure everyone’s health and safety We have always kept the highest standards of safety. Please be sure that your satisfaction is our main goal and that your comments are very important to us and we will follow up your comments with the corresponding departments to take corrective actions. We remain at your service. Pamela González Social Media Moon Palace Cancun
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Excellent hotel with more then you can imagine. Upon arrival we were welcomed by the bell staff, we were provided with a refreshing drink and cold towel, we then made our way to the check in counter. That didn’t go so well, we are members and after waiting 30 minutes to check in at the VIP member desk we went to the regular guest check in and it took about an hour before we were able to actually get checked in. We were there to celebrate my daughter’s birthday and she brought a few friends so we weren’t going to let this bring us down. We have been coming to Moon Palace for the past 9 years and couldn’t wait to show her friends how amazing the place was. We stayed at Sunrise and pre-purchased day passes to the Grand for the entire week. We will only stay at Grand moving forward all of our time was spent there! We feel like Moon Palace Sunrise has definitely taken a turn downward since the opening of the “the Grand”. The staff all works so hard to meet the needs of all the guest, the food at ALL the restaurants are delicious except the tortilla chips are different then last year we did NOT like them at all. The rooms for the most part were always clean there were a few days that we needed to call for towels and cleaning. The rooms at Sunrise are not as spacious as at the Grand, but comfortable. Overall it was an amazing trip and a birthday celebration my daughter will never forget. Cornelio is my favorite waiter at Los Capporalos, he always goes above and beyond to make each and every guest feel so special. Darius at the Grand is by far the best pool, beach side waiter you can find, it doesn’t get any better. I cannot write this review without mentioning my favorite employee at Moon Palace – Carlos Gomez. Carlos goes above and beyond to make our trip more interesting with his advices & tips about Cancun different shops and his favorite restaurants and bars. We met Carlos last visit and he was so helpful providing golf cart rides for my family, my mom has trouble walking and he was always able to help. Carlos was there to help my daughter and her friends travel between the resorts if and when they needed it. He was always able to make himself available and as busy as he is you would never know it. He treated us as if we have known him our whole lives and were his best friends. We look forward to visiting the Grand, before Easter!
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Date of stay: January 2020
Location
Cleanliness
Service
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Response from GM_MoonPalaceCancun, Director General at Moon Palace Cancun
Responded Feb 7, 2020
Dear Stacy B, We are delighted to know you had a very pleasant experience during your stay at Moon Palace Cancun. Thank you so much for choosing Moon Palace Cancun, we truly appreciate your confidence and preference. We hope to have the honor of hosting you again soon and continue creating unforgettable vacation memories during your stay. Please come back again soon, we remain at your service. Cordially, Ulises Sosa e-Concierge Moon Palace Cancun
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Cons: I visited about 5 years ago and stayed at the Sunrise side leaving with a great experience. This time starting with check in we had issues. I booked 2 rooms in the same reservation online but at check in they wanted to split my family up giving us one rom on the third floor and another on the first. After I complained, they switched both rooms to ground floor but split us with a room in between.
I am 4 days into this trip and staying on the Nizuc side and see drastic changes in service. Four years ago the golf carts could be called and were waiting for you, now you have to wait 10 to 15 minutes to get a cart to go to the lobby. If I want to go to Sunrise, I wait up to 15 minutes to get to the Nizuc lobby from my room, then around 15 minutes to go from Nizuc to Sunrise.
Room service is slow as well now. Food comes to the room nowhere close to hot, it comes late, and when we order breakfast at night and ask for a 7am drop, it does not arrive till 7:20. Forcing us to rush so we can make our day excursion trips.
When I tried to use my $1500 room credits I was not told that we had the option to play twilight golf for fewer credits until a fellow golfer shared the info after they played. I felt the staff was pushing outside tours that were not covered with credits and day passes to the Grand instead.
Reservations at the restaurants are difficult to come by. They do not offer to book more than 48hours ahead and then when I call, it is not available.
Pros: Food quality is great and the variety is amazing. Pool side staff is super attentive and staff in the restaurants go above and beyond.
The property is very clean and the room are wonderful. Wifi works well all over and housekeeping is pleasant and accomodating.
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Date of stay: January 2020Trip type: Traveled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from GM_MoonPalaceCancun, Director General at Moon Palace Cancun
Responded Jan 30, 2020
Dear tamanalovesthebeach, Nothing is more important for us than your satisfaction as a guest, and please know it is with great concern that we have received your review and discovered that we did not meet your expectations during your recent stay at Moon Palace Cancun. We are always eager to read our guest's comments and discover what you enjoyed during your stay as well as what are the aspects you think require some attention. Thank you for your feedback, please rest assured it will be shared with management for a proper follow-up and ensure that these situations are properly addressed. Hopefully, we will have a second chance to host you again in the future and redeem ourselves by exceeding all of your expectations It would be a pleasure for us until then, we remain at your service. Cordially, Ulises Sosa e-Concierge Moon Palace Cancun
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Great resort to relax and enjoy a February break from snow. Before you go: Bring a Yeti tumbler, it will keep your adult beverage cool by the pool. Don't pack shampoo, etc. the Chi products are first rate and, in addition to a blow dryer, there is a lighted make up mirror and hair flat iron available in the room. Bring lots of tipping money. Dollars preferable over pesos. If you run short, there is a currency exchange on site. Food: The vegetables and seafood are fresh and terrific. The Brazilian steakhouse is good, but selection is very limited. Picanha is awesome. Salads on the buffet lunch are very good; stand outs are the freshly grilled calamari in garlic, ceviche, guacamole, and tiramisu mini dessert. Sushi and street tacos are not worth it. Accommodations: The rooms are spacious and well appointed. There are no elevators, buildings are three stories. My two negatives are: 1) The floor is vacuumed, not mopped, during your stay. 2) Hot and cold water are marked with red and blue dots on the left and right. In the shower, the right side is hot water, in the sink the left side is hot water.
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Date of stay: February 2020
Rooms
Cleanliness
Service
Room Tip:Request an ocean view
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Moon_Palace_Cancun, Gerente at Moon Palace Cancun
Responded Feb 24, 2020
Dear U9099OIbarbarad, We are really happy to know that you had such a wonderful time at the Moon Palace Cancun, thank you very much for sharing your beautiful review and recognizing our collaborators who provided a top-quality service at all times. We hope to be honored with your visit once again soon, for us it is always a pleasure to welcome you and create unforgettable vacation memories at the Moon Palace Cancun. Best wishes, Martin Ranfft General Manager Moon Palace Nizuc
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