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New Reviewer

Sewage smell everywhere

Original review updated by user Aug 08, 2021
Stayed at Moon Palace Nizuc (Cancun) a while back and had one of the worst experiences ever! While using the room Jacuzzi, had raw sewage all over my skin. Area smelled of sewage but didn't think it would be in my room! Reported the event to front desk and the management team afterwards. They have my complaint in their record but getting no results. They seem to shrug it off saying : 'we are sorry that this happened to you, but there is nothing we can do about it.'

User's recommendation: Be careful when using the facilities at this resort.

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#2748252 Review #2748252 is a subjective opinion of poster.
Saint Paul, Minnesota
New Reviewer

Moon Palace Membership Rip off /Scammers *Buyer Beware*

We where guests with Thomas Cook for 2 weeks in May 2015 and attended one of Moon Palace sales presentations where numerous agents tried to sell us membership. We explained that being from the UK we would not be regular visitors to Mexico but where looking to price/return to the Moon Palace the following year and would be interested in booking in advance. We had costed the price of the holiday before the presentation and explained that to Moon Palace agent Carlos (who tried to TELL us flights from Europe to Mexcio where $200 dollars return?!?! What planet is he living on??? Oh yes ***-planet) when trying to flog us membership for first $60000, then $15000 before discounting to $7500. Who upon being told we are NOT interested and only want to price for 2 weeks in 2016 then then handed us over to Raul (apparently a member of Moon Palaces' senior team). We explained that we where looking to price for 2 weeks for 2016 and that we would not make use of 40/60 week membership. Raul then negiotated with us 2 weeks to include accomodation and AI at $4000 with in addition one elite week (we could use at le blanc) but we understood we would have to pay for that the AI supplement at the time we wished to travel for that Elite week. Raul included 40 weeks (which we would never use) but we understood that these included an AI supplement should we decide to use them. They also said we could refer others to use these weeks and they would pay the in year supplement fee. We tried to contact Moon Palace 'Member Services' beginning of August to book the 2 weeks included in our contract, 4 weeks later NO response and after 2 irrate phone calls with completely rude agents (as we where now 'members' they could dispense with civility and any sort of treatment resembling great customer service) I enquired to costs to upgrade to a family connecting room and was told as a member we couldnt upgrade our room but as a non-member we could?!? After another email and further 'cheeky' phone calls where one agent told me the only way to book a family room was to come to the hotel in person and attend another presentation and 'upgrade' membership (we live in the UK!!!!!!!!) we where eventually quoted over $7500 dollars supplement to upgrade to a family connecting suite which before the call I had priced online in the UK and can book for the same dates that room as a supplement £2565 ($3924.45) Moon Palace are charging their members almost double the cost as booking independently!!!! There was absolutely no way I would pay that above joke they called a 'preferential rate'. So in complete exasperation I resolved to try and book the standard suite (as included) for 2016 (vowing to myself to never get conned/sucked in again and cursing myself for being so naive to believe I would actually get what I paid for) Aquiles the Moon Palace agent has informed us that Palace Elite would expect a further $2291 per week for 2 adults for the 2 included prepaid weeks (a further $4582 on top of the $4000 we have already paid??) I explained that we understood the supplement rate to be for the additional '40 weeks' and that as part of our negiotation with Raul he had discounted the supplement for 2 weeks and referenced Moon Palace to the attached notes from the contract). It states in his hand writing (2 wk ALL Inc Disc -7 ys). It clearly says on the corresponding box (2 at 0 payments) and then under special details (All inclusive plan) the below weeks supplement we where informed where for the '40' weeks not the 2 included. And when I asked what the extra $4582 was for, all the agent could say was 'its the supplement' even though accomodation and AI was already paid for!! We have been mis-sold and mislead as to what was included, we could easily go to any UK travel agent site (Thomas Cook, Thomson etc) and book for less than the supplement before even taking into account the $4000 dollars already paid! We knew the costs of a 2016 holiday to Moon Palace prior to the presentation and would NEVER have signed up to this if we understood this to inlcude a further $2291 per week for the 2 weeks negiotated as part of our $4000 membership. We feel conned out of our hard earned money as this is NOT what was agreed on the day with Raul and have demanded an immediate refund of the unused membership. There is no benefit to being a member, the 'preferential' rates are double the cost of booking as non-member independently. In what we have found is typically Moon Palace style, no-one has responded to emails/phonecalls and the 'sharks' that took our money have skipped off onto the next mug. I will be sick before I part with another penny/cent to Palace Resorts. We have reported this to Profeco about the mis-selling and misrepresentation of Palace Resorts and to my Credit card company as a dispute due to NO repsonse from Moon Palace. In short there are no preferential rates for members (non members can get much cheaper prices independently) forget the patter that says 'but the extra benefits of referral weeks' (basically you get to add your loved ones and friends to a potential *** by sending them on holiday for the expensive subsidies / supplements that need to be paid!) Also they keep you for over 4 hours in presentation, stop some fat entitled *** walking throught the lobby with a black band to tell you how amazing his life is now he is a member (fleeced of his money thinking he is special when non-members are getting it for half the cost!) offer you alcohol and escort you to your room to get your ID and cc to pay them! *BUYER BEWARE, SCAM, RIP OFF* Save yourself hassle, money and a load of nonsense and avoid at all costs!!!!! Now I know what paid for Rauls Rolex!!
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Many thanks was very dubious offered earrings for the wife and some free scuba diving will not be attending presentation. We were told it was part of a special company anniversary celebration not a word about exclusive membership. Peter and shelley


To begin with, Thomas CROOK should be held accountable for sending people to such areas known for scamming hard working people who save for a great holiday! If it helps the Palace resorts are owned by the Shapiro bros.

Robert and James of Miami Florida. Furthermore you should have realized that any transaction in another country is worthless on its face, as the (contracts) can be voided and nulled at any time by the resort, FOR ANY REASON.

You have no recourse other than your travel agency being sued for exposing you to such a dilemma. And it will uphold in court.

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#701121 Review #701121 is a subjective opinion of poster.
Cancun, Quintana Roo
  • Abysmal customer service they are scammers
Reason of review
Goods paid for NOT delivered
Preferred solution
Full refund
New Reviewer

Was not checked in to correct location

Stood in line for 1 hour to be booked in wrong location,moved to sunrise, moved to grand (packed 3X) Was supposed to be at Hard Rock Cafe. Did not honor RCI credits, pool was over cholorinated, causing a Dr vist at 80.00 needed injections, had to stay out of pools and sun. Moon Palace indicated they had nothing to do with Hard Rock Hotel (a Moon Palace resort) After going on timeshare tour (very rude) bad mouthed RCI membership, told us their RCI was more important and better than what we have had for years. Awful, awful time. Ruined vacation. Food was only thing that was good.
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#387741 Review #387741 is a subjective opinion of poster.
Windsor Locks, Connecticut
New Reviewer

Moon Palace membership lies

We purchased a Palace Premeir membership at Moon Palace last year in June. We have tried to use the membership twice since then a had problems both times. The first time we tried to book a vacation it was for 4 days and we were not alllowed to use the membership it is for weeks only. I tried to book through palace resorts without using the membership and when calling sometimes the phone would just ring and ring other times when I reached someone and they would tell me to book online and the prices through them was more then any other travel site. The second time we booked the week and brought 2 other families with us. When we purchased the membership they told us we could use the $1500 credit to upgrade our room to a family suite for $700 in credit. When we booked we were also told we could do this as long as available. I checked 4 days before we left and was told once again no problem. When we got to Moon Palace we were told that we could not upgrade to family suite using credits. That it was never an option and that if we wanted a family suite we would have to pay $700 cash. She said no one could have told us this and if we didnt like we could leave but they would not be refunding our money for our stay for up to 14 business days.
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#247471 Review #247471 is a subjective opinion of poster.
Sacramento, California

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