My wife and I were booked to stay at the Moon Palace Resort & Spa, Cancun, Mexico, 2nd - 14th May 2009. At the email/telephone invitation of the resort, mistakingly thinking them a reputable organisation, we paid up front for our vacation via credit card. Unfortunately, due to Swine Flu outbreak and UK Government advice, we had to cancel our visit. This was on the understanding that, in accordance with the agreement that they sent to us, we would have to forfeit the cost of one nights stay at the hotel and the remainder of our fee would be returned within 14 days. However, nearly 2 months later, numerous emails (all ignored) and long distance telephone calls, still no refund. Though each time we telephone we are told that the matter is " being dealt with by the administration department", (whom we can not speak to directly), and our refund will be with us in 7 to 14 days!! So, beware of very pleasant sounding personnel representing Palace Resorts calling and emailing to discuss the benefits of up-front payment. Once they have, in effect, STOLEN your money, they will not be in contact again. I am currently taking legal advice - but who needs this kind of stress from a suposedly honourable company. We are looking to visit Cancun in the future - but most definitely wont be staying at a Palace Resort and would advise others to be wary.

We just returned from a wonderful stay at Moon Palace 6/13 - 6/20. Occupancy was about 30 to 40 percent. To bad for the employees but great for the guests. No problem with chairs at the pool, no wait for drinks poolside, very little wait at the restaurants except for the very popular italian at the golf course and the mexican at nizuc. Lobby bars at both sunrise and nizuc were both fabulous. Wait staff at pools and restaurants are absolutely wonderful. They are friendly, courteous and genuine. It is as they say, "it's my pleasure" and you can tell they are sincere. The respect the entire staff have for one another whether they are trimming hedges, cleaning the pool, painting, driving a golf cart or waiting tables, there is a genuine respect among one another and it carries over to the guests staying at the resort.
We stayed at Nizuc, the oldest section, a little quieter than sunrise but not as quiet as Grand. Rooms were clean, jacuzzi worked well, no drain problems. Slight problems in the room when we arrived were addressed within minutes to our satisfaction and as always it was their pleasure. Restaurants were very good with the exception of the brazilian. As others have mentioned the meat seemed dried out. We did eat there late, maybe an earlier dinner would result in a more satisfying experience there.
Second floor bar at grand was wonderful at night sipping late night cocktails watching the lightning show over the ocean in the distance was spectacular. Trip to Isla Mujeres was a lot of fun and a great day trip. Day trip to beach palace was great, nice to see the irradescent blue water and a great view of the entire peninsula from the rooftop pool.
We were celebrating our 25th anniversary along with the moon palace and we couldn't have made a better choice of places to stay. The staff really did make us feel like royalty. One last thing we did go to the 90 minute presentation with some hesitation and we have gone to other timeshare presentations which can be extremely uncomfortable. This was not bad at all. No high pressure, a nice tour particularly of hte presidential suites. When all was said and done we said no thank you, we were sent on our way with spa credit for a couples facial and a leg and foot massage at the golf course spa.
If you have the time not a bad deal. Hope this review helps and hope you have as great an experience as we had.

It was our honeymoon. We used our hot tub the first night, when we drained it, it backed up and flooded our room when we called for help at 12:30 a.m. the night manager came in asking us "what we did", assuming we did something (last I checked draining wasn't an operator error!). We were moved rooms 3 different times in the first 24hrs due to water issues. We were NOT offered any compensation AT ALL and when asked for it they wouldn't answer FINALLY after persistance on our en and having to argue with several people at their customer relations desk (one of the 10 desks you have to go to to get things accomplished), one of the managers got us a $100 dollar credit...THAT"S IT!!!! didn't have a comforter one night, the 4th night there they didn't have wash clothes.. (they didn't have a full resort due to the swine flu scare, so seriously what did I miss??!!) They were ALL about them making a dollar and had no compassion to some of the uncomfortableness we dealt with! The Best part of all of this is it is supposed to be a 5 STAR resort!!! WHATEVER!!

My husband and I went last year and decided we should go back with the kids, what an awesome time they had! Gorgeous pools, great food, excellent service. Plenty of kids activities and even though we stayed in one room with double beds to share with them, we still had plenty of "alone time" while kids stayed at kids club. Take advantage of the tours, DO NOT miss Chichen Itza, the view is breathtaking.
You never go hungry and staff cannot be nicer, as a restaurant manager myself, I wish I could have them working with me.
Do yourself a favor and bring $100 in single or 5 dollar bills, you will be tempted to tip more if you have larger bills.