Cancun, Moon Palace Hotel Review

Overall Rating

Pool was very nice and clean.

We felt the management was uncaring when our money was stolen from our room.

My Family just came back from a trip to Cancun where we stayed at the Moon Palace. Our stay was for 9 nights. Our party consisted of my husbands parents and our two children ages 16 and 13. The cost for this vacation was around $12,000 USD which included the airfare. My husband and I took $1,040 in spending money to pay for scuba, golf, ATV rides and incidentals. We also took $100 in singles to use for tipping at the hotel, of which the bank gave me brand new serial numbered singles. Our Moon Palace room safe was accessed the second day we were there and the $1040 was stolen, the thief or thieves did not steal the serial numbered tipping money or credit cards. We reported the theft to public relations at the Moon Palace whom did not seem surprised, he had the Moon Palace hotel security dept come to our room for a so-called investigation. We cooperated and answered all questions, they looked through all our belongings, interviewed their staff and determined that the theft was impossible. Public relations said it was strongly recommended we go to Cancun to make a police report, we did not want to waste the time as the city is far from the hotel and we knew we would lose this vacation day if we did but we did as he so strongly suggested. It did turn out to be a wasted day, the police never followed it up. The Moon Palace rep said the hotel would not do anything for us regarding the theft, he said they determined it impossible and they insinuated that we were lying. I called my travel agent and told her to call Mexico Unlimited to see if they could do something on our behalf, while I had her on the phone I handed the phone to the manager whom was rude to my travel agent and told her it was not her business, just between the hotel and their client. I asked if he knew what Trip Advisor was? I told him I would report my review to Trip Advisor upon my return, he did not care. My agent and Mexico Unlimited sent faxes and emails to the general manager of the Moon Palace. It took him a day or so to reply to them but he would do nothing for us either. I would not recommend this hotel to anyone who needs to feel they and their belongings are safe. Upon arrival, it actually appeared to be the nicest hotel we have ever stayed in, the waiting staff were very attentive, the grounds very well maintained, pools clean, rooms comfortable. Food and drinks good, although four out of six of us were sickened with a stomach ailment before we left. The beach is not good for swimming, it has sea grass and jelly fish in the water. My husband and I were both stung by jellyfish. It was not the missing money which ruined the trip but the attitude of the management which left a bad taste in our mouths every day we were there.