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Moon Palace Cancun Resort Reviews

Moon Palace Cancun

Lote Hotelero - Km. 340
Playa del Carmen, Q.Roo MX, 77710 MX
Phone: +1-52-984-881-6000
Website: www.PalaceResorts.com
Rating: 4 Star
Rooms: 2,103
Floors: 4
Restaurants: 15
Category: Deluxe All-Inclusive
Pools: 8
Fitness Center: Yes - 2
Day Spa: Yes
Here's our Moon Palace Cancun Review

The Moon Palace Cancun is the largest all-inclusive resort in the Caribbean. The Moon Palace Cancun is a luxurious resort offering an immense range of services and facilities. As large as the resort is, the manicured tropical gardens make it somewhat intimate as well. The pool area can be quite busy, but the beach is real nice. The Moon Palace offers 15 restaurants, 2 fully equipped fitness centers and much more. There is something for everyone at the Moon Palace.

Location: On a beautiful Cancun beach, between Cancun & the Play del Carmen. Only 15 minutes from the Cancun Airport and 40 minutes to downtown Cancun.

Facilities:
2,103 Rooms, A/C, Bedding options 2 doubles or 1 king bed, 8 Pools, Children's Pool, 15 Restaurants, Bar, 6 Swim-up bars, Adults-Only Jacuzzi, Pool grill, Complete Day Spa, 2 Fitness Centers, Activities program, Yoga Classes, 6 Tennis Courts. Watersports, Golf nearby.

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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Alex
From: St. Paul, Minnesota
Trip Date: July, 2013
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"We were upgraded to stay in Moon Palace after buying membership. We were so excited when we arrived, the hotel crew warmly welcome us. They offered drinks right away which I really appreciated because it was so hot it quenched our thirst. The lobby was so huge with amazing ceiling. After checking in, the bell boy took our luggage. We walked about 1 kilometer, that's how far our room from the lobby. By the way the hotel was isolated it's not in the hotel zone. We were told we are staying in an ocean view, to my disappointment they give us a partial view of the ocean. I would say it's only 1/4 view, the window is facing mostly the next building and covered with trees. Well, I said it's ok, anyway we are going to spend our day swimming in the beach and pool. Before we head to swim, we ate in their buffet, it was ok, the servers were very courteous and polite. They even help my kids to carry their plate back to our table. After dinner we booked our tours. There was a long line we waited about 45mins. It was our turn but then my frustrations begins the vacation planner name DIANA, told me I can't booked our tours. She told me I have to come back in an hour bec we are not in the system. But when I start complaining for all the wait we have, she was able to booked our tours right away. In the process she was so rude. She treated us like an ignorant people. She shouldn't be working in that position, she should be working in the kitchen washing dishes. After that we headed to the beach to cool off but it really dismayed me and the kids when we saw the beach full of weeds, you cannot swim. Now I was so frustrated and more irritated I was boiling up because my kids were complaining and my hubby. Our first day was ruined already and this is not the kind of vacation we are expecting. This is our first time in Cancun, my kids and my wife doesn't wanna spend to this hotel for the rest of our vacation. I made phone calls to the lady who sold the membership but she was gone for the day, good thing the public relation officer at beach palace helped us out. They accomodated us in their hotel which is sister company of Moon Palace. Ee moved in that night, we were treated nicely. They have much prettier rooms and their lobby smells good. Special thanks to Efren and Dianna who made our stay wonderful in Beach Palace, saved us away from Moon Palace. Our vacation ended up with many uniques and amazing memories." - Alex from St. Paul, Minnesota


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Rick
From: Marietta, Georgia
Trip Date: April, 2013
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"Starts when you check in. You're told to go talk to a representative who will help you use your resort credit for excursions etc.. We wanted to talk about scheduling our packages romantic dinner on the beach. This representative seems to be uninterested in any more than the intro sales pitch to get you to participate in a hour and a half presentation on becoming a member of their resort. What is most annoying is after 20 minutes of him talking we still did not get our reservations.

Views are not as described for the rooms. Can you see the ocean yes. Is the view worthwhile no. Then again perhaps a reason why. The ocean in front of the hotel is covered in seaweed. This seaweed was all over the beach. Overall the resort photos must have been old as the facilities are showing their age. Food was not bad or great, it was ok. That said my wife was sick after eating just one meal here. Getting back to the resort credit that was part of our package. It is near worthless. They greatly restrict how much can be used on what AND everything is obnoxiously marked up. For instance their 1-hour spa massage for one is over $400!!! A snorkel set that would cost you at most $20 at WalMart is over $55 here. The drinks are watered down as well. In summary, it was better then being at work... But I felt like I was taken advantage of. Would not return nor could I in good conscious recommend. Sad Costco sent us to such a place allowing themselves to be associated with them." - Rick from Marietta, Georgia


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Ricardo
From: Washington, D.C.
Trip Date: April, 2013
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"I'm very dissapointed with this Resort. My family (2 ad + 2 kids) checked-in on Mar 30, 2013 after 4 days enjoying Cancun in another smaller hotel. So far everything was perfect. At my arrival, I was given a different type of room I've booked. Ok, it was bigger than the other but far away from the pools and the beach, in the middle of a golf course, a sport that I don't play. We agreed to accept that even because it seemed there was no other better option (hotel was crowded). The worst part begins now. We went to dinner at one of the buffet restaurants and my wife and my 10-years-old son ate some seafood that made them (only them) feel bad and throw up later night. My son got really bad, we had to call a doctor. Due to his pain, we took him to medical center on the next morning and an antibiotic was prescribed with no further examination (I still believe he had no infection). Later on, my wife called the guest service to let them know what happened and after some hours we were told that both my wife and son had brought that supposed stomachache from outside. A different story we had heard directly from the doctor before. So, we stayed most of the time "grounded" in our room with my kid complaining of his belly. I'm sure we were very well at our arrival and the problem was caused by the first dinner, probably by some shrimps grilled amidst other seafood. What makes me upset is the fact that instead of the hotel apologize for that, or at least regret, they preferred to blame us, the guests, for the problem. Even though there are lots of restaurants and all-inclusive, they were unable to delivery in my room a simple plain steak with rice as a diet to my son, because "it isnt in the menu." I hope this reaches someone else at the resort able to understand this is not a good way to deal with a complaint like this. We have paid for a vacation at Moon Palace that we were prevented from enjoying it. The only thing I can do is try to reach as many people as I can to let them know how Moon Palace runs its business. By the end, they charged me $90 for the medical consultation and medicine. Two more things: - probably you will not able to spend all $1500 Resort Credit, mainly talking about purchasing products, unless you are willing to pay a difference above the maximum credit allowed 3x the price in the USA. - The beach doesn't looks like a Caribbean beach, windy and plenty of dead sea plants. Try to find a picture of the beach at the hotels website...there isn't." - Ricardo from Washington, D.C.


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Mary
From: Champlin, Minnesota
Trip Date: December, 2012
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"While waiting for our room (1-1/2), the original rooms were not what we had booked. We tried to book activities (waited in line over an hour), the staff told us we could not book without a room number (he called the front desk our room was not ready). So we then went back to the front desk (15 steps away), retrieved our room numbers and then got back in the line again to book activities. Note; to book dinner you need to call a separate number for which there were no openings our whole stay, which left our choice to 2 places and 1 buffet. Once we finally got to our room you could tell it was cleaned in a rush. The first night we ate in the buffet (very good). The second night we waited for over an hour to eat when there were clearly tables available in the Brazilian restaurant. Not impressed. Never did find the teen area (maybe it is in one of the other two connected resorts. Overall, I don't think we will be going back to Moon Place, there are other less expensive places in Cancun which we are more impressed with." - Mary from Champlin, Minnesota


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Danny
From: New York, New York
Trip Date: May, 2012
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"We had 4 families went to Moon from 6/27 ~ 7/4. Two booked through Costco travel, two through eBay from time-share owners. Here's the breakdown.

Sunrise: Worst section. This is where they try to put you in first, so they can sell the time share next day showing off better section. Two families booking through the Costco stayed here and changed the room next day. Very loud during night time as many drunks pass by the hall. Pool was dirty with empty drink bottles floating around. Expect cheap cruise crowds in this section. Ocean view room is far far away from the ocean. Only stay here if you can get an Ocean FRONT room. We had our meals in this section on 1st day and never came back for more.

Nizuc: Ok section. Better than Sunrise as long as you are near the ocean and the pool. Make sure youre in 1st or 2nd building from the ocean. Nicer pool with good outside lunch grill. Try the pork chop.

Grand: Good section. Beautiful pools (3 of them) and a lot quieter. Rooms are larger and newer. Worth giving up the ocean view. Seafood restaurant serves great breakfast buffet and nice dinners. Less people = better service. Try the fried whole fish. Had it twice. Don't get a room that's far away from the pool / lobby. Ugly view of unfinished construction and a lot of walking.

Golf Suites by Spa: Best section. High ceiling / double sinks / 2 seat sofa / nice view of golf course if youre on the 2nd floor. I felt like I was in Disneys Animal Kingdom Lodge. Only sound I heard was birds chirping... no drunks making noise here. Close to Spa, meaning you can have a relaxing sit down breakfast with cappuccino (No buffet in this section), nice lunch, and finish off with a great meal at either Italian or Asian restaurant. (Need to make reservation for this. Do make the reservation asap) We ate at the La Trattolia twice and once at Bambu. Best of all, rooms in this section comes with a golf cart which is really, really, really great! (Resort is huge). We got to enjoy parts of different sections that we liked with our own transportation. No waiting for shuttle.

The used car salesmen...I mean Vacation Planners: You cannot avoid them since you need to book trips through them. Get it over as soon as you can, but do NOT sign up for the resort tour with a morning breakfast. The other 3 families did it for $200 extra credits on spa / or water sports and all of them HATED IT!!! If you are reading this that means you are a smart traveler who's willing to research before the trip. Please, please take my advise and do not sign up for the tour. And if you have to make any changes on your reservation, make sure they write down what they are supposed to do and keep the proof. We had to cancel Dolphine Swim with a vacation planner Mr. Calderon because we wanted to do Tulum the same day. Mr Calderon did book the Tulum trip, but failed to cancel the Dolphine Swim on the same day. (We told him 72 hours before / Dolphine swim cancellation needs 48 hours advance notification) We wasted our valuable vacation time trying to resolve this issue at Sunrise talking to 5 different people including the hotel manager, but only the concierge person at the golf suites was able to fix this. (My mistake for even going to Sunrise)

Buy from timeshare owners. Two families who did stayed at the golf suites and got black VIP bracelets with free massage, tours, and other perks. We used left over credits for wine upgrades. (Robert Mondavi Fume Blanc Reserve was the best) Crazy thing is I paid $2,144 for 1-week, $500 less than going rate on Palace website. I think the time-share owners get a free vacation if they bring in enough suckers to attend the resort tour. I paid directly to hotel, so there was not much of a risk either and the tour is truly optional. I just said "NO". Do some research and make sure to buy from someone who doesn't charge a fee. Why buy time-share when you can enjoy all the perks at cheaper price??

Transportation: If you need to go to other palace resorts by the hotel zone or Wet n Wild, you have 3 options: Hotel Shuttle– limited (noon, 2pm, 4pm departure, limited seating) You will waste a lot of time waiting. For example, 3 families couldnt go to Wet n Wild after waiting 1 hour for the bus. Terrible experience. Who wants to spend time waiting for a bus on your vacation? Besides you have to come back 4 hours after if you want a gurantee seating on your return. Taxi– expensive $35 ~ $40 one way from Moon to Hotel zone. Rental Car– Best option. Although we had a free transportation from Airport to Moon, we've rented a full size car for $150 inc taxes and fees for 1 week from the airport. Good call. Can go in and out of resort anytime / anywhere. Theres only couple of major roads, so it was easy to navigate. No international license needed here. Just bring your US driver license.

We drove to Playcar Palace twice and spent great time there. Great beach. BTW, if you a beach person, do NOT come to Moon. One look at the beach and everyone stayed away. We also drove to Cancun city, Beach palace, and Coba. Total gas money spent = $50. (tip: pay gas with Pesos, not dollars, better price) Tours 1st trip: Chichen Itza (Rating: Good) We took the tour bus because it was a long drive and need to pay toll. Glad we did though. Got a great guide explaining Mayan cultures and like the fact the bus stopped at Valladoid (a small city near by). Lunch was so-so. Didn't have enough time to explore Old Chichen Itza side. 2nd trip: Tulum (Rating: Terrible) We took the tour expecting similar cultural education. Bad mistake. It was marketing tour. 45 min at a over priced mayan store. 1 hour at the beer / grocery store by Tulum entrance. Only had 45 min free time at Tulum. Horrible guide. 3rd trip: Coba (Rating: Excellent) We actually had a tour reserved (all day from 8am ~ 7:30pm), but figured this long duration is due to so-so lunch and marketing stops. (learning from Tulum mistake). So we drove our car around 9AM and got to Coba around 11:30AM. (Don't drive north, drive to Tulum then to west, faster, no tolls, and better views) Entrance fees for 3 people and parking costs combine less than $20. Worth time saved. Rented 3 bikes for $7 and biked through the jungle. Saved a lot of time biking places to places as they are far apart. Hiked the pyramid and biked back to entrance. 2 hours spent, but we did everything!! Made a few stops at a smaller town / stores. Honey candy and soap store is great. Owner showed us Mayan bees, which doesnt sting and smaller than regular bees (After a big Hotel sign on the right side / 30 min from Coba) Lunch at Playacar palace little after 3PM and still had time for shopping near by, ocean dipping, and a dinner reservation at Bambu. Perfect day.

Overall I had a great time in Cancun, but probably will not come to Moon again. Playcar had more local Mexicans vacationing with a beautiful beach, better food, and better service. Better yet, I probably will not go all-inclusive and explore other options. Final note, I think those vacation planners actually write some of these 5 star reviews... no way its a 5-star resort." - Danny from New York City, New York


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Melissa
From: Tulsa, Oklahoma
Trip Date: May, 2012
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"My best friend and I stayed at the Grand Moon for a girls getaway. Amazing. There are no other words to describe it. The Grand was very nice, clean, and the staff was amazing. We spent our days at the Nizuc pools and our nights at the swing bar at Sunrise. The only downside was the ocean. There was so much seaweed we didn't get in the water. We did however take a bus to the Beach Palace....this is a MUST!!! The ocean on that side is breath taking! Beautiful blue water as far as you can see. There was some seaweed on this side as well, but not much. The food overall wasn't that great in my opinion. Very bland. The drinks were amazing. I highly recommend staying at the Moon Palace. I can't speak for the rooms at Sunrise or Nizuc, but overall the grounds on all the properties was nice and clean." - Melissa from Tulsa, Oklahoma


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Debb
From: New York City, New York
Trip Date: February, 2012
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"We traveled in Feb 2012 with 2 teenage girls/3 teenage boys. We all had a great time. Super clean grounds. Pretty, trendy jacuzzi rooms, great room service and turn down nightly service. FREE room service any time of day or night. FREE phone calls from your room to the U.S. Beautiful spa. (The beach is pretty but water is filled with seaweed and muck.) Great pools. Fun daytime pool entertainment. Every single staff member was polite and accommodating. YOU MUST get a room near the lobby or be prepared to spend half your day walking—no joke. (I told them the walk was too much for me and I was going to have a heart attack. I think they took me literally–my room was the closest to the lobby one can get! JUST PERFECT! Use your resort credits to upgrade your view. If you want a quiet trip stay at Nizuk or Grand- both pretty. If you have kids of any age- SUNRISE. Do not let the TAXI take you to any other lobby when you arrive—INSIST ON THE SUNRISE. You are paying for this! Plenty to do at the Sunrise, lots of kids but still neat and clean. My boys played basketball for hours. A round of golf, Pedicures, parasailing on premises. The girls tanned, had spa days and enjoyed themselves very mucg. ONLY EAT alacart meals/Use resort credits to upgrade WINE. Take a quick bus ride to the Grand for dinner, then to Nizuk. Skip Italian buffet at Sunrise. Do go to town and eat at the Steak house at the BEACH PALACE–it's near the mall so you can shop and walk there for a great outdoor dinner. Trust me, I am a snob when it comes to travel and this company knows what they are doing. The food I rate a 7 but my kids and I rate our vacation a 9.5. Take the teenager into town for a TWISTER boat ride and some snorkeling. We had a very SAFE FUN PAMPERED MEMORABLE TRIP AT THE MOON." - Debb from New York City, New York


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Traveler Posted: Moon Palace Sunrise Review
Reviewed By: Jennifer
From: Montgomery, AL
Trip Date: July, 2010
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"First, the staff was wonderful. They were very attentive to everyones needs. Room service was very prompt and the staff was always there to make sure you were taken care of. Second, the excursions were great. We were close enough to Cancun to take a taxi for shopping. Also, the Spa facilities were gorgeous. Third, the resort was immaculate. It was well manicured and beautifully lit. Also the food was delicious. We will definitely be going back." - Jennifer from Montgomery, Alabama


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Nico
From: Gillette, Wyoming
Trip Date: May, 2010
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"This place was the best. If you are going to go...go to the outside bars and get a fruit punch. HOLY CRAP they are good!" - Nico from Gillette, Wyoming


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: John
From: New York City, NY
Trip Date: March, 2010
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"We booked a Jacuzzi suite at Sunrise Moon Palace. The Jacuzzi did not work for 5 nights in a week...It leaked. Complained everyday but guys couldn't fix it - it flooded the room everyday. The resort did not change the room. Beach had algie - It is too far from Cancun so you can't think of going out and doing shopping / enjoying real sandy beaches of Cancun. The telephone didn't work for 2 days. Pathetic service. It was about quarter mile from room to nearest lobby. We were promised Golf carts but never got them - good forced exercise but wasting time and money - tough with kids when they sleep as you can't walk that far. I won't recommend going to this place even for a penny/day." - John from New York City, New York


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Barbara
From: Laurel, Maryland
Trip Date: March, 2010
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"Less than impressed with anyone above the wait staff! It was a pain to have to travel from Sunrise to Nizuk for dinner. Our "nanny" who was supposed to be there to help us, deserted us when we did not do the upgrade package and guests did not buy vacation plan. Making resvations to do anything took minimum of 1 hr to arrange. Flights made thru Moon Palace were so close together that we missed connecting flights. We won't be going back!" - Barbara from Laurel, Maryland


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Christine
From: Stoke, U.K.
Trip Date: Dec, 2009
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"This was a holiday of a lifetime. We thought the hotel and staff were brilliant. Can't fault anything about this hotel. Wish we had stayed for three weeks in staead of two you don't need much money, but you spend most of your money in tip, in the finish we stopped tipping. But you must go and swim with the dolphins in Cancun. We spent the day there, it was fantastic" - Christine from Stoke on Trent, U.K.


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Joy 'n John
From: Stoke on Trent, U.K.
Trip Date: Oct, 2009
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"Staying at the Moon Palace was Heaven on Earth. Our first long haul flight, but was worth it. Couldn't find fault with anything and will be going back again. A taste of paradise." - Joy n John from Stoke on Trent, U.K.


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Dan
From: Olathe, Kansas
Trip Date: May, 2009
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"We were there for one week end of April 1st of May 2009 for our third visit. This place is the best. The service is second to none. The free excursions and the food is great. Ok there were some that we did not care for as much, but the great part is there are 14 restaurants to choose from not to mention 24/7 room service. That's the great part, there is something for everyone and the fact that this place is so big only adds to the charm of being able to do what ever you like, be as busy or as relaxed as you like there is something for everyone. All I can tell you is we will be going back next year for our 4th time and still can't wait." - Dan from Olathe, Kansas


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Glynnis
From: Edinburgh, Scotland
Trip Date: June, 2008
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"Great time had by all. Third time in a row and we had a ball. A few changes some good, some bad, but overall it's a great place. The staff are so nice you could take them home with you. The entertainment in the Nizuc bar could be better." - Glynnis from Edinburgh, Scotland


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Paul
From: Minneapolis, Minn
Trip Date: Feb, 2008
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"There is one thing you should know about the Moon Palace and the other resorts in Cancun. The Cancun beaches are truly breathtaking, blue water and white sand. The BEACH at the Moon Palace does not compare at all. So if your only concern is the beach, go to the crowded Cancun area. That being said, if the Moon Palace does not take your breath away, you are too hard to please. The pools go on forever, and there is room everywhere. The food and drink available outside alone is out of this world. (I hope it is understood this in an all-inclusive) The food at the inside restaurants will please even the most demanding. I cannot think of a shortcoming. It is wonderfully comfortable, the staff is fabulous and you will remember this vacation forever." - Paul from Minneapolis, Minnesota


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Dawn
From: Wilton, Connecticut
Trip Date: Feb, 2008
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"Our stay at this resort was outstanding. We often go to Jamaica and stay at all-inclusive resorts, but this one was the best yet. The food was perfect with many, many options to choose from, the staff amazingly helpful and friendly, the rooms clean and updated. In my opinion, it could not have been better. I highly reccommend this resort. We will go back!" - Dawn from Wilton, Connecticut


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Traveler Posted: Moon Palace Cancun Review
Reviewed By: Sandi
From: Petaluma, Calif
Trip Date: July, 2007
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"Very beautiful resort. Good food and lots to choose from. Large pool with pleanty of room to spread out. More than we expected and everyone very helpful. Were planning our next trip!" - Sandi from Petaluma, Calif


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