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Awesome stay AGAIN!
03/11/2011This was our second trip to moon palace and again it was fabulous! we had a few mix ups with our room the first night and since we got in ...
This was our second trip to Moon Palace and AGAIN it was fabulous! We had a few mix ups with our room the first night and since we got in so very late there was no concierge to fix it until the morning....But everything was made right the next morning! The day trips were great this time! We went on an evening lobster dinner cruise in the lagoon which was just wonderful! Beautiful sunset views great food and drink...dinner with champagne. The wait staff and crew was wonderful! We also took the day trip to Isla Mujeres and I am in love! We have got to go back and experience staying there some day! It was everything and more you might want from an quaint authentic laid back Mexican lifestyle. We also spent a good deal of time at the spa....fabulous! One of the many things I love about Moon is the security. I like the fact that this is a large gated security staffed facility. If I wanted to stay there the entire week and never leave I could. If I do leave it is clear that the gate staff are going to check who is coming and going from the facility. Very nice... As usual the staff at Moon was fabulous...wait staff room service baggage guys spa staff and cleaning staff. All wonderful! Our room was cleaned twice per day...clean towels clean shower turn down service at any time you request it. We were on a special diet while we were there and once we explained what we wanted #40meat and green vegetables only#41 the chefs and management in all the restaurants were happy to accommodate us...Cant wait to come back again. If I had to make a complaint I would say the pools are too cold!
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Beware of Moon Palace #1
02/04/2011I have never before posted a criticism of a hotel, restaurant or any other business. our experience with management of the moon palace and palace premier was so horrific that ...
I have never before posted a criticism of a hotel, restaurant or any other business. Our experience with management of the Moon Palace and Palace Premier was so horrific that I write so that you are warned. I don’t want you to feel that you were robbed of your vacation as we have felt for weeks now, especially looking back on the whole experience. In November 2010, my family spent $* on airfare and $* for a nine day stay at the Moon Palace. It was most important to my wife that we have an ocean view. That is why we were willing to pay $* for the room. When we arrived to the Presidential Suite in the Sunrise section of the hotel, we were shocked to see that it was filthy. Every wall, every floor and almost every piece of furniture and appliance was simply filthy. The clothes rack in the master bedroom closet was broken. The master bathroom toilet was clogged. Neither shower had hot water. The upholstery on the couch was torn and staples were exposed. One of my sons cut his hand on the staples. When we returned in the evening to sit on the balcony, we were unable. The cushions on the metal rod chairs were soaking wet. We called to ask that they be replaced with dry cushions. We were told that the cushions would be replaced, but they were not. This room cost us about $* per night. One wonderful hotel employee was clearly surprised to see the condition of the room. The man staying in the room next door told me that our room was cleaned and repaired for two days after we were forced to move. We were told that no ocean rooms were available, but we
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Beware of Moon Palace #4
02/04/2011That very minute, and that we had to meet an employee at our room, on the other end of the resort, at that very moment or that the hotel would ...
that very minute, and that we had to meet an employee at our room, on the other end of the resort, at that very moment or that the hotel would not accept our report. It was already past 8:00 p.m. My children were hungry and this was our last dinner together during our vacation. ABC told us that we had no choice, but that an employee would meet one of us in the room and that we would be finished in 20 minutes or less. Keep in mind that we were told that we could not make this report after dinner. We were told that the driver would wait for us so that we could get to dinner before 10:00 p.m. It took almost 30 minutes just to get to our room. When we arrived, the driver insisted that he had to leave. He refused to wait for us. And then we found out why. The employee that was to make the report explained that the process would take at least an hour and a half. She said she had to go through every one of our items in each area of our room. Our suitcases were packed, seven of them at * pounds each. She intended to take out every item to assure apparently that we were not lying. She was unpleasant, unreasonable, insensitive, and unacceptable. So think about this. A hotel employee steals my ipod. I am not allowed to make a claim unless I do so immediately upon informing the hotel, even though I could have instead waited until the next day to inform the hotel. My family then throws away another night, while a hotel employee goes through every one of our possessions, including underwear and confidential paperwork involving our finances and personal affairs of my clients. The hotel wants to make sure that I am not trying to steal $* from them, even though it was the hotel employee that stole from me. And they won’t let me make a report unless we throw away another night of our vacation. This was a slap in the face. While I tried to accept all the rest, this made the real story clear. They don’t care once they have your money. We were going to purchase a membership to the vacation club near the beginning of our trip, but backed out after it became clear that we might incur similar problems in the future. The vacation club employees make all kinds of promises and representations that turn out to be lies or half-truths. The guy that tries to sell you a membership will tell you that he will personally guarantee every accommodation each time you travel. The truth is that we could not even reach the guy we talked to after we became concerned about some of the representations that had been made. Our family of five travels at least 6 weeks every year, and we go to great resorts. I can’t imagine why you would want to risk your valuable vacation days to the Moon Palace. If you do, don’t be surprised if they treat you like a king until they find out you have no intention of purchasing a membership. Schedule your “no obligation” membership tour for your last vacation day. If you do not make a $* commitment within a half hour of talking to them, and without leaving the room, the membership offer expires. Sounds kind of like the fact that I can’t make a claim for my stolen ipod unless I do so immediately upon reporting, doesn’t it? If you have already paid for a vacation at the Moon Palace, you might enjoy it more if you think about the unreasonable hotel employees and policies, and the Palace Premier employees, as a cast of clowns in an outrageously expensive circus that allows its lions to roam around without boundaries. Just watch it unfold and laugh.
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Beware of Moon Palace #3
02/04/2011Our vacation time. how much do you think it costs them to provide us free vacation days? my family was losing vacation days, one by one, that cost me a ...
our vacation time. How much do you think it costs them to provide us free vacation days? My family was losing vacation days, one by one, that cost me a couple thousand dollars per day when airfare and the rest is included. Keep reading, because the fun didn’t end here. I thought all the troubles had stopped at this point. We met so many employees. Only two, besides management, were unpleasant during our entire stay. When we returned to our room after dinner one night, there was a deafening noise coming from the building next door. A generator was so loud that we were again unable to sit on the balcony. I had a headache from the sound. It kept my children awake (inside the room with the doors closed) until 11:40 p.m. when it finally became a little more quiet because the generator was moved. It ruined another night of our vacation. I spent half the night making calls in order to put a stop to the noise so that my children could sleep. The generator was operating during the next night (our last night at the hotel) too, again stealing from us the evening quiet we expected in this type of resort. After all that had happened, the most shocking might have been the way we were treated on our last night at the hotel. I discovered while we were dressing for dinner that my ipod had been STOLEN BY A HOTEL EMPLOYEE from the room that day. My children were very hungry. We decided to go to Sunrise in order to report the incident before going to dinner. We discussed the matter with an employee. She was told that we had to make a report at
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Beware of Moon Palace #2
02/04/2011Are quite sure that was not true. my guess is that less than one third of the rooms were occupied. we had no choice but to move to a room ...
are quite sure that was not true. My guess is that less than one third of the rooms were occupied. We had no choice but to move to a room which had no view whatsoever, and which was located far from the activities for our boys. That caused a lot of inconvenience, and we would never have paid $* to have a view of trees. We lost another half day packing, moving and unpacking all of our luggage again. We were unable to enjoy our first two days and nights for all of these reasons, and I had to accept that I would not have the ocean view that was so important to us. One of my sons then broke his arm after tripping on a step at the pool. The step is relatively steep, especially considering that guests are walking around in flip flops that can easily result in tripping, as it did for my son. The hotel charged us $* to have the doctor tell us there was nothing he could do. We then spent $* on a taxi to go to the hospital and another $* in costs at the hospital. As far as I am concerned, the hotel should not have charged for the hotel doctor to see my son and the hotel should have paid for the taxi and the hospital charges. They did nothing, and we lost another half day of our vacation because of this incident. My son’s cast was not wrapped properly, causing him great pain. So we spent another $* on a taxi and another $* at the hospital having it corrected. It cost my family another half day of vacation. Again, the Moon Palace did nothing to compensate us for the costs that we incurred or for the loss of
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