Upgrades not worth the money.
Review of Concierge Level Ocean View Room in Sunrise Section:
Welcome to the hotel: Initial impressions were poor as we were left standing at the lobby for 10 minutes without anyone talking to us/taking our bags. Other families had been moved though.
Check in - VIP check-in did not take place (this was part of our upgrade package). Normal check in VERY slow and queuing for around 15 minutes. Upon check in the receptionist was businesslike, if not cold. They were very forceful in setting up a credit/debit card to use for the hotel credits, but you DO NOT need to do this.
Hotel Room - We booked the concierge level Ocean View as an upgrade. The positives were that they had a good hairdryer/straighteners, king size bed which was comfortable, alcohol in the room and a large whirlpool bath. However these amenities are likely to be found in most rooms and therefore concierge not really required. Negatives - candlelight dinner as part of the package actually takes place in a restaurant so not very romantic, thus we did not take up this offer. The 2 massages included in the package were never discussed with us, so did not book. Essentially the concierge level provides no value for money, and the hotel is too big to provide any personalized service and certainly there is no special concierge for your room (e.g. upgrade menu only had a 6 dishes on it, and room service usually took a very long wait). The view from the room was ok and you could see the ocean, however it overlooked a children's pool - for a couple on a romantic holiday this was not acceptable. See advice at the end for which section to book into.
Hotel Capacity - The hotel was not at full capacity at the moment (despite spring break) because there is lots of building work going on. When they open the new sections, the hotel amenities will be far too busy and not enough pool or restaurant space. Currently the restaurants and pools get very busy (at max capcacity) with the capacity reduced.
Beach - Very similar to most beaches along this coast. If you want the blue sea/white sand head into cancun. The beach at this hotel has lots of seaweed, so lots of trucks going along each day (some days until mid-day) which is very noisy and smelly whilst sunbathing. They even run along the special concierge/premium section on the beach which makes the upgrade even less special!
Amenities - Mini golf, and daily activities by the pools. They run a shuttle service into 2 of their other hotels into cancun - get off at Beach Palace which has a roof top pool and sunbathing area (amazing views). This is also very close to the shopping centre (approx 5 mins walk).
Restaurants - The grill has excellent food as well as excellent service. The brazillian was good but service can be slow and the queues in the evenings can get busy... as a couple this is not too bad but if you are a group you may spend the evenings queuing! The Italian restaurant at the golf club was very good but you have to book in advance. The transport to the golf club is quite poor, especially coming back at night.. be prepared for a long wait. Most of the buffets were good, although we found Nizuc's buffets better than Sunrise.
Bars - sky bar and british pub were good as these are quiet adult areas with some pool tables and good service. Most of the other bars are average.
Transfers/Flights - Transfers from Thomas Cook were poor on the way to the hotel, but generally the flights were good and customer service from flight crew was great.
To sum up, if you are looking for a quiet relaxing holiday as a couple then book into the Grand (not Nizuc or Sunrise).... or another hotel if you want something special (definitely would not recommend this for a honeymoon). However if you prefer something more lively book for Nizuc or Sunrise.
April 27, 2014
Best holiday ever!
Perfect! Everything from room food and service can't wait to go back!
March 23, 2014
Excellent resort but very disappointed with the Thomas Cook flight!
The resort was brilliant with so much choice. As an all inclusive resort you would not be disappointed. Excellent for young children and all staff very helpful. BUT, I would not fly with Thomas Cook again. The plane was dated, cabin crew seemed like they didn't want to be on the flight and as for upgrading on the flight, then all you get is extra leg room, everything else is like a flight to Spain. Entertainment, drinks and food charges are not exceptable for a 10 hour flight. You even had to pay for the earphones as normal earphones wouldn't fit! Not once did we get offered a glass of water unless the drinks trolley came around (which was limited) and you had to pay for it. Overal, would definitely visit the resort again but fly with another airline and this wasn't the best start to the holiday.
February 6, 2014
Lovely relaxing holiday in Mexico
We were on our Honeymoon but travelling with our daughter. We had a lovely time at the Moon Palace in the Grand section. The staff are very attentive. The location is great. There is so much choice for great quality food. Its a very large resort where you can either find plenty to do or enjoy the sunshine quietly. The beach is lovely here despite negative comments that you will read about seaweed. Its a quiet beach and has the bonus of being private unlike the hotels on the Cancun Hotel strip. I think its definitely a good choice for a family holiday. The room we had in the Grand section was large in comparison to the rooms in the Nizuc and Sunrise sections.
January 8, 2014
Love this place
Love this place amazing! Been twice now and we are going back! They look after you really well and the food is amazing! Steak bar at sunrise is class and momos is amazing, what more can I say? ...... Also don't upgrade before you go wait till you get there, only cost $70 for ocean front.
December 12, 2013
Worst Hotel Ever Stayed In
3 weeks prior to our departure got told building work going on so would be staying in the Grande. Booked a Signature holl. Started off great with British Airways flights. On arrival at hotel got told that since we had no paperwork for the Grande our room would be in the Nizuc section. When walking to room it was a mass of taped off areas with drains all dug up and the stench of human waste. The bellboy had'nt got our bags off cart when we walked back out, room had plaster falling off wall, blocked sink, mould all over curtains and had musty smell and was just generally really dirty, not what you'd expect from a fve star resort.. Stood for 40mins trying to get a new room and it was'nt much better. It was a complete lottery for towels they never seamed to have any and when they did they were stained as were the bed sheets. The coffee shop had paper falling off the cealing and wall's covered in dirt. The hotel is so dated and run down. Builders everywhere and noise beside pool was shocking, this used to be 5* but id give it 2*. If you are thinking about going soon make sure you stay in the Grande or just don't go at all. Worst resort I have ever experienced!
July 9, 2013
very good but on board flight service was not at all good
December 28, 2012
Great wedding and fantastic holiday at the moon palace
Fantastic wedding venue. Rooms were amazing with the free mini bar and jacuzzi. Staff were always very helpful and food was amazing. Would recommend to any couple planning to have their wedding at the moon palace. Wedding co-coordinators make planning your wedding stress free and the day better than you can imagine. We traveled with 18 guests and each one if them would recommend the moon palace.
October 12, 2012