So far, our arrival was nice and we had a nice supper at Buganvilla. But our ac wouldnt work and we had to call maintenance. They did fix it. This morning we got no service at the restaurant, not even an offer for refills of our coffee. We waited 45 min to talk to someone to make reservations for our free tours and mani/pedis and massages. Seems like a lot of time has been spent waiting in lines here.
We were charged 630 for an upgrade that was given to us at check in by the resort . It needs to be resolved . If it wasn’t a scam , then the charge would be taken off as a mistake . In no way did we ever ask for an upgrade . We were told we had been upgraded by the hotel . We didn’t need an upgrade and sure wouldn’t agree to 630. And putting words in our mouth saying we were told that we had a garden view and that we said we wanted to upgrade to their most expensive room is a lie . It’s dishonest and needs to be fixed . How do you guys expect return customers doing this to people . I would like a phone call from the resort or Palace resorts to discuss fixing the issue .
When you finally arrive and leave the mayhem behind, you are greeted by the most friendliest staff you can ever dream of !!! I am so impressed with the consistency of superlative service at Moon Palace Sunrise… I rarely say that !! Thank you all for making my daughter’s wedding something I will never forget, as it should be !!… I’m eternally grateful !!
Thank you again… Respectfully,
The Daerr family
I’ve been on plenty of getaways, thinkng that they were vacations. The moment I walked through the door at grand moon palace I was given flowers and a cold moist towel to cool off with, need I say more? From there on out it got better and better and better. I had never been to an all inclusive, but I can tell you I’ll never do anything else. I now realize all those little trips I went on we’re not vacations, you can only get that at a palace resort.
I have been to other resorts in Cancun, and this is by far the worst checking-in process. We got to the hotel at around 7:25 PM and did not finish checking in until 8:10 PM. Why is it taking so long to check in when they have all of my information? I would expect them just handed the key to my room, and that’s it. At 7:25 PM, and did not finish check-in until 8:10 PM. Why is it taking so long when all of the information is already on the computer?7:25 PM. We did not finish checked in until 8:05 PM. I’ve been to quite a few resorts, which is by far the worst check-in process.
The app looks like it would be very helpful in its full capacity, but we have been unable to register or log in and we have been here for 2 days. Every email we use gives us an error that the email is already in use. I tried my 9 year old’s email which is definitely not registered anywhere and got the same error. If I try to log in it suggests I use the Le Blanc App. We have stayed at Le Blanc (amazing!) and their app worked fine. I deleted the Le Blanc App hoping that would help but it didn’t. I really just want to order room service :|
To whom it may concern,
My name is Desiree Weiss. When I was 21 years old I purchase my passport seven years later my first trip out of the USA was Mexico; and I will never forget it. I will always cherish these memories because of the wonderful staff and amazing experience I had received with my fiancé. From the entertainment to the “all you can eat” galore. However, the most memorable moment was our visit at the (Moon Palace Sunrise ) because of Johnny G. Hoil, Juventino, Carlos Chi, Wilberth, and Aurora. These employees are absolutely wonderful because of their attention to detail and good work ethic. I have never experienced anything like those before and we thank you very much!
Side note-
“The dancing chef”
He is a great asset to this establishment.
He brought so much joy and laughter to our vacation.
We look forward to coming back and we will stay at the Sunrise because of Johnny and his hospitality.
My wife and I came here for ten days with our daughter and family. We have found more activities than we thought of (over COVID) and each has met our expectation. We have been to the Palaces many times. The employees of the Grand Palace employees have been so kind, courteous and helpful. We love them all.
Great thanks to: Limber dela Cruz and his gang of service professionals: Jorge Campo and Itsoyana Martínez.
When we first arrived they were our breakfast staff and they paid us such a personal service that when we returned day after day if they were working they had all our business so to speak. And on our last day they decorated our table with lots of creativity as a thank you for the week. We have always been treated like royalty at moon palace but this trio set the bar real high!! Thank you all! We will be looking for Limber upon our next trip to Moon Palace!!!!
David and Janice Lederer
We visited Moon Palace on October doing the hurricane they gave us three days to come back and visit again before we had VIP status this time they downgraded us and would not give us the VIP status which knocked us out of a lot of amenities which I think was wrong. we did come back but that’s how I feel about them at this time last time was good this time the weather is great. They downgraded this trip and I don’t appreciate that. That’s the only thing about this trip that is wrong.
pokeyrachel
GGMGuoset
Fordguy San Diego
Chunky Princess
Fphan911
natalia0730
Desiree Weiss
pkelley12
D&J L
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