My husband and I are Palace Elite members and have been for five years. We have been to Moon Palace Cancun five times and stayed in then Grand two times. We joined after our second visit because we were impressed with all the resort has to offer. Each Time previously that we stayed the property has been in top top shape. I understand there have been some hurricanes that have affected the property but this stay was less than up to par. Our phone did not work except the one in the bathroom which was falling off the wall. Neither hot tub worked in the king bedroom or the Second bedroom. The air seemed to not work well either. The service in our room was sub par. The property is looking run down. So needless to say we were slightly disappointed with the accommodations and the staff, as it is not what it has been in the past.
I would love to know how my reservation for a swim up suit at the grand was upgraded to a governors suit. Then ultimately downgraded the day before I showed up to a swim up suit at the sunrise. This will most definitely be the last time I ever book with this resort. Day one this company decided to waste my time trying to up sell me with a stay at the grand palace the place I paid for in the first place. Will most definitely be leaving multiple reviews and filing a complaint with the better business bureaus. Good thing we spent money during this pandemic for this crap.
We celebrated our 33rd anniversary while Hurricane Zeta roared outside! Palace Resorts took extreme care to make sure all guests were safe! As always (we’ve been here about 20 times), we couldn’t have had a more romantic, peaceful vacation! We were lucky to have our 2 daughters and their husbands join us! Service was over the top as we celebrated birthdays!! Thank you Sun Palace! Thank you to all of the staff and a special thanks to Mario Dewitt for the extra special touches!!
After deleting, installing/reinstalling multiple times to the latest version of the app, I’m still getting welcomed with a message to upgrade the app when I open it. Once you bypass this, if you are able to get to the registration screen, a repeated error/warning is shown on Stage 3 saying a profile is required although all fields are filled out. I hope all issues aren’t resolved so that the app can be used fully while at the resort!
We no you have any control over flights. there getting to experience and the coming and going flights that are available don’t work!! Why would we get up on the last day of our vacation at 4:00am in the morning to get to the airport to fly home, when our checkout isn’t even noon!! That takes away 8 hours of our vacation! If the airlines don’t start getting better with their flight times. Us and our friends are going to start vacation somewhere else!! Cruise is so much easier!! I’m planning on selling my palace resorts Vip and premier vacation packages.
Came for Crash my Playa. Larger hotel complex with better accommodations. The help could not have been more helpful, professional and happy. Well kept grounds, great workout facility at the Grand. Our shower was slow draining and fixed within one hour of asking. Room service outstanding. Food was great. I just wish I did not have to sign so many times and have a ticket for reserved activities. Minor complaint relative to the excellent service
Check in was a bad experience due to the time it took in getting a room and or luggage. I arrived approximately 12 noon, and understanding check in is 3 pm, I was disappointed that I did not get a check untill approximately 4:30 pm. My roommate , in turn did not receive his luggage till after 8 pm, which he had to call about or it could have been longer. Outside of that we have some more time here to show an improvement.
This app should be taken off the App Store immediately until the bugs are worked out. There are too many problems to enumerate here but the main one is that when I auth via Facebook (that has a different email address) it assumes that my registered Facebook email is the same one on file with them, and creates another Facebook account with my name. This is a complete violation of Facebook’s Terms Of Service and can result in the suspension of one’s account. I’m well aware that good Apple app devs are hard to come by, but this is egregious and not cool!
Resort does not issue maps, so told us we had to use the app to find our way around. I was able to download the app, it is pretty clunky, and the map feature is impossible to read on a phone as it is a static picture you have to zoom in and out; better on an iPad as it is bigger, but I don’t want to carry that everywhere.
Main problem is that when I tried to look up resort credit info, the app shut down, and will now no longer open (starts going through the motions, then just quits). I have uninstalled and reinstalled, but no luck. Same thing happened on iPhone and iPad, so now I don’t have the app anymore and can’t view/book restaurants etc.
Scared to use the wife’s phone in case the same thing happens, hers is now the only one with a “working” app
Stayed at Moon Palace Jamaica. App did not allow dinner reservations. Menus were not the same as at restaurants and staff acted as if it would be impossible to order something we saw on the app, including some cocktails. Also, the “chat” feature connected us to Moon Palace Cancun, which wasnt helpful especially when it took a few days to figure that out. But, it worked to order room service and other items. Also it was helpful to see restaurant times and most of the menu selections. It listed some daily activities but either it didnt list all or perhaps this smaller resort didnt have many activities. It also listed night time activities and allows you to set reminders, but i think the reminders were sent by email which wasnt helpful. Overall I recommend downloading it but dont rely on it to be perfectly accurate. May work better at Moon Palace in Cancun or maybe other Cancun properties.
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