Ratings based on 725 Verified Reviews
4.5 Room cleanliness
4.4 Service & staff
4.5 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
by A verified traveler from New Berlin
Posted 23 Nov 2024
Food was not bad but was better last 2 years. Staff was friendly except public relations at Grand hotel her name Stephanie very disrespectful to me , very rude and she was yelling to me when I asked her for help and answer my questions. she look like she has another problems but this not professional the way she talked to me. I love moon palace , this is my second time and I was planning to come next year but she changed my expectations for your high standards guest service. thank you
Comment from Hotel Management
26 Nov 2024 by Hotel Management , Hotel Management
Dear Mr, Tamer S.Thank you for sharing your feedback regarding your recent stay with us. We truly appreciate your loyalty as a returning guest and are grateful that you have chosen Moon Palace for your vacation experiences.We are pleased to hear that you found our staff to be friendly and that you enjoyed the food during your visit. However, we are deeply sorry to learn about your experience with our Public Relations team member. Please accept our sincerest apologies for the interaction you described, as it does not reflect the high standards of professionalism and guest service we pride ourselves on.Your concerns regarding the behavior you encountered have been shared with our management team, and we will take the necessary steps to address this matter internally. Please rest assured that we are committed to ensuring all our guests feel valued, respected, and cared for during their stay.Thank you once again for your feedback, and we hope to welcome you back next year and restore your trust in our service.Best regards,Osiris CE-ConciergeMoon Palace Nizuc.
by A verified traveler
Posted 12 Nov 2024
Pros: Friendly and attentive staff in the restaurants. Food was good. Kids enjoyed the pool and kids playroom.
Improvements: The water in our shower had a bit of a smell to it. Pool side service was generally slow. Mildew seen around the edges of the pool.
Comment from Hotel Management
13 Nov 2024 by Hotel Management, Hotel Management
Dear Emil, Thank you for sharing your feedback with us. We are glad to know that you enjoyed our staff's quality of service in the restaurants, as well as the food quality, and that your children had fun at the pool and playground. It fills us with satisfaction to know that we were able to offer you a pleasant family atmosphere.We regret that you had some inconveniences during your stay. Please be assured that we have taken note of your comments. We are committed to continually improving our services, and we are already working to address these issues to ensure that your experience, as well as that of all our guests, is flawless.We look forward to the opportunity to welcome you back and provide you with an even more enjoyable stay. Thank you for helping us to improve!Respectfully, Carlos BrahmsE-Concierge Moon Palace Nizuc
by A verified traveler
Posted 10 Nov 2024
Great resort, pool area is a lot of fun and the kids loved the FlowRider at Sunrise. Nizuc is lovely, quiet pool. food was great. staff was great.
Comment from Hotel Management
12 Nov 2024 by Hotel Management, Hotel Management
Dear Amy,Thank you for taking the time of sharing your experience with us,We are glad to know that you and your family had a wonderful stay, and that our facilities met your expectations and provided you with a ton of activities to do.We look forward to welcoming you again in the future and to continue providing you with memorable experiences!Respectfully,Osiris ChavezE-Concierge Moon Palace Nizuc
by A verified traveler
Posted 10 Nov 2024
Comment from Hotel Management
12 Nov 2024 by Hotel Management, Hotel Management
Dear Manishkumar, We sincerely appreciate your excellent rating and are pleased to know that you enjoyed your stay with us, We hope to have the opportunity to welcome you back soon,Respectfully,Osiris ChavezE-Concierge Moon Palace Nizuc
by A verified traveler from Hollister
Posted 7 Nov 2024
Comment from Hotel Management
8 Nov 2024 by Hotel Management , Hotel Management
Dear Mr, George.Thank you for choosing us, it has been a pleasure to welcome you. We would appreciate receiving your comments for which we failed to meet your expectations, be assured that your comments are very important to us and we will share them with the relevant departments to help us improve, We are at your service.Cordially,Osiris ChavezE-ConciergeMoon Palace Cancún.
by A verified traveler
Posted 6 Nov 2024
Staff was very kind and friendly.
Comment from Hotel Management
6 Nov 2024 by Hotel Management , Hotel Management
Dear Mr,Taek.Thank you for your kind words! We’re delighted to hear that our team made such a positive impression with their friendliness and warmth. Providing exceptional service is always our goal, and it's wonderful to know that our staff contributed to making your stay enjoyable. We look forward to welcoming you back soon!Best regards,Moon Palace Cancún.
by A verified traveler
Posted 27 Oct 2024
It was amazing, highly recommended
Comment from Hotel Management
29 Oct 2024 by Hotel Management , Hotel Management
Dear Ms,Maria.Thank you for your 5 star review. We are delighted to hear that everything went well during your stay and appreciate you recommending the hotel to other future guests.your positive feedback is greatly appreciated, and we look forward to having the pleasure of welcoming you back to Moon Palace Nizuc for another great experience.thank you again!best regards,Osiris ChavezE-ConciergeMoon Palace Nizuc.
by A verified traveler
Posted 22 Oct 2024
We had a great vacation at Moon Palace Nizuc. The poolside server Magdiel was exceptional.
Comment from Hotel Management
23 Oct 2024 by Hotel Management , Hotel Management
Dear Mr, Adam.Thank you for sharing your wonderful feedback! We’re delighted to hear that you had a great vacation at Moon Palace Nizuc. We’ll be sure to pass along your kind words to Magdiel—he will be thrilled to know she made your experience exceptional.We look forward to welcoming you back soon!Warm regards,Osiris ChavezE-ConciergeMoon Palace Cancún.
by A verified traveler
Posted 18 Oct 2024
Everything is amazing 👏
Comment from Hotel Management
18 Oct 2024 by Hotel Management , Hotel Management
Dear Yecid,Thank you for sharing your 5/ 5 ratings.We appreciate your comment telling us about your stay. It was a pleasure having you here with us. We look forward to welcome you back for a more memorable experience.Best Regards, Osiris Chavez, E-Concierge, Moon Palace Nizuc.
by A verified traveler
Posted 18 Oct 2024
Everyone was very nice, I liked everything except the Brazilian restaurant, the Maya restaurant was amazing
Comment from Hotel Management
18 Oct 2024 by Hotel Management , Hotel Management
Dear Ms , Angelica.Thank you for sharing your feedback with us. We are pleased to hear that you had a pleasant experience overall and enjoyed the Riviera Maya restaurant, which has some excellent dishes from the Yucatan Peninsula. We really appreciate your kind words about our team and are glad that their hospitality made your stay enjoyable. We are sorry that the Brazilian restaurant did not meet your expectations and will certainly take your feedback into consideration as we strive to improve. We look forward to having the pleasure of welcoming you back soon for another great stay!Warm regards,Osiris ChavezE-ConciergeMoon Palace Nizuc.
