Moon Palace Cancun

Nothing! Very bad service from Booking.com and from Moon Palace. If you are paying for a 5 star hotel I expect 5 star service from the moment of check-in! Would have given a 0 but booking only allows a 2.5 as lowest.

Do not reserve here! Booking's algorithm for rating is also off. I wanted to give a 0 but the lowest that is given is 2.5 even when choosing all bad. I did not like anything. We arrived to the hotel with the our Booking.com reservation for 2 adults and 1 child. Clearly stated in the reservation. Upon arrival they said they only had reservation for 2 adults and that we had to pay more. We told that this is an issue to resolve with Booking not with us. Next Fernanda of the Front Desk said there was no payment in their system and that they could not give us bracelet because we did not pay and first had to sort this out. We had a payment receipt both from Booking and PayPal. We sent these to her and manager Lucia or Laura by email on the spot and even this was not enough. None of employees at the Front Desk are in the right position. They don't know how to provide a great service as can be expected from this type of hotel. All the time they were whispering between themselves and a no moment was any respect shown. What was supposed to be a special weekend started off very badly. Not at all the experience I was expecting from a 5 star/diamond hotel. After more insisting and more insisting and obviously getting angry and disappointed, we finally we got the bracelets and went to the pool. After about 4 hours I got 2 messages on my phone that our room was ready. We thought, great service to get a message and went back to the reception. There was a lady at the reception (another one) that almost activated our bracelet to access the room and then suddenly another colleague and the Front Office Manager showed up stating that we can not access the room at all because we did not pay. More than 4 hours later, they still had not resolved the issue with Booking.com. We had sent all information already of payment and even so 4 hours later we were once more treated with no respect and had to go through the whole storey again.

Rooms were spacious and clean

We stayed here for a small (less than 40 people) family wedding. While I would recommend this resort for a general visit (hotel was nice and clean), I would NOT recommend it for a small wedding. The wedding planner didn’t attend the reception for more than a very short time and there was no direction for the reception activities. The toast was an afterthought after people asked when it was going to be (ended up with / after cake). There was confusion on what was to occur when and no announcements for activities (we weren’t aware the cake was being cut!) The wedding planner was paid and the couple should not have to run the reception. It seems they were told there were other, larger weddings on site - but each wedding should be given meticulous attention and direction! To top it off, the meal was inconsistently cooked - some had medium rare steaks (as ordered) but many had over cooked, dry steaks! It was not of a caliber that I would expect at an expensive resort.

Room was spacious and bed was comfy. The spa was very well equipped.

room Service was horrible. food takes over 1 hour to be delivered and it was stone cold multiple times. Staff was clueless on the processes; everything was a hassle... To get a day pass, to change appointments or to use resort credits. If you make any bookings calling the extension from the room, no one can help you in the lobby. All systems were disconnected and different people will tell you different things. Drinks were ridiculously watered down.. I mean come on! There was literally no alcohol in any of the cocktails. Also, the food was strictly OK and service in the restaurants was spotty. Oh and the pushy sales people in the lobby-- That was the biggest turn off. Right after you arrive all exhausted and just want to get to your room, these so called guest services folks get you under the pretext of going over the resort and amenities. Then they try to force you to attend a timeshare presentation. They visibly get upset and keep pushing if you decline. When I travel thousands on miles for my vacation, this is the last thing I want to deal with. I have paid enough money and just want to relax. The timeshare sale thing was disgusting! I will never go here again ever.