Palace Resorts Reviews

This was our first stay at Beach Palace, but our sixth stay with Palace Resorts. Each time we stay at a different Palace resort, we find new things to love, but the level of service is always what makes our time at Palace perfect. From check-in to turn-down, each person we interact with is friendly, happy, professional and ready to make sure we have what we need. This trip we met Vincent, Rafael, Indra, Veronica, Alejandra, Carmen and so many others. Such wonderful people! We enjoyed the small boutique atmosphere of the resort, the restaurants, the spa (many times), the pool and beautiful beach with the bluest water. Lots of activities and lots of relaxation. Another perfect vacation. Thank you!

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 PalaceResorts , 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.

I really wish I could like PalaceResorts but I can’t. We are staying at the resort in Jamaica and it is always buffering on anything I click. It’s supposed to show what tours we have booked and we can’t see anything. I thought it would be nice seeing what we are currently being billed for but we can only see a total not things itemized. I also wish there was a request for housekeeping. Our room was at the end of the hall. By 10am we left our room but housekeeping starts early and they start at the end so we could never get it unless we left super early. To many glitches it needs to be updated. Also I wish it would tell you what your status is with your wrist band. We are guests of someone and we had no clue and neither did some of the workers what our wristbands meant and if we had access to certain areas. Also a suggestion with the map make it bigger. Very hard to see. It was just frustrating because the resort relies on PalaceResorts .

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.

Great thanks to: Limber dela Cruz and his gang of service professionals: Jorge Campo and Itsoyana Martínez.
When we first arrived they were our breakfast staff and they paid us such a personal service that when we returned day after day if they were working they had all our business so to speak. And on our last day they decorated our table with lots of creativity as a thank you for the week. We have always been treated like royalty at moon palace but this trio set the bar real high!! Thank you all! We will be looking for Limber upon our next trip to Moon Palace!!!!
David and Janice Lederer

To whom it may concern,

My name is Desiree Weiss. When I was 21 years old I purchase my passport seven years later my first trip out of the USA was Mexico; and I will never forget it. I will always cherish these memories because of the wonderful staff and amazing experience I had received with my fiancé. From the entertainment to the “all you can eat” galore. However, the most memorable moment was our visit at the (Moon Palace Sunrise ) because of Johnny G. Hoil, Juventino, Carlos Chi, Wilberth, and Aurora. These employees are absolutely wonderful because of their attention to detail and good work ethic. I have never experienced anything like those before and we thank you very much!
Side note-
“The dancing chef”
He is a great asset to this establishment.
He brought so much joy and laughter to our vacation.
We look forward to coming back and we will stay at the Sunrise because of Johnny and his hospitality.

PalaceResorts is literally so slow. In order to actually access anything one must try leaving PalaceResorts several times and coming back for it to stop loading. Without doing such it will only waste time and never load. With that said, PalaceResorts only works half of the time. This hotel has sucked it pretends to care about allergies by having you log them in and also enabling the user to ask for accommodations with what they order. However, those accommodations are ignored. My allergies have been completely disregarded, with multiple of my orders appearing with what I asked to not have. I usually give the benefit of the doubt but there are only so many benefit of the doubts that you can give. If you go to Cancun, I advice you to avoid attending this hotel and PalaceResorts.

Resort does not issue maps, so told us we had to use PalaceResorts to find our way around. I was able to download PalaceResorts , 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, PalaceResorts 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 PalaceResorts 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

I’ve been on plenty of getaways, thinkng that they were vacations. The moment I walked through the door at grand moon palace I was given flowers and a cold moist towel to cool off with, need I say more? From there on out it got better and better and better. I had never been to an all inclusive, but I can tell you I’ll never do anything else. I now realize all those little trips I went on we’re not vacations, you can only get that at a palace resort.

I have been to other resorts in Cancun, and this is by far the worst checking-in process. We got to the hotel at around 7:25 PM and did not finish checking in until 8:10 PM. Why is it taking so long to check in when they have all of my information? I would expect them just handed the key to my room, and that’s it. At 7:25 PM, and did not finish check-in until 8:10 PM. Why is it taking so long when all of the information is already on the computer?7:25 PM. We did not finish checked in until 8:05 PM. I’ve been to quite a few resorts, which is by far the worst check-in process.

We were charged 630 for an upgrade that was given to us at check in by the resort . It needs to be resolved . If it wasn’t a scam , then the charge would be taken off as a mistake . In no way did we ever ask for an upgrade . We were told we had been upgraded by the hotel . We didn’t need an upgrade and sure wouldn’t agree to 630. And putting words in our mouth saying we were told that we had a garden view and that we said we wanted to upgrade to their most expensive room is a lie . It’s dishonest and needs to be fixed . How do you guys expect return customers doing this to people . I would like a phone call from the resort or Palace resorts to discuss fixing the issue .

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!!

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

My family and I all downloaded PalaceResorts individually. PalaceResorts couldn’t differentiate who was who and would ask the individual logged on which person they were but would pull someone else’s name up from our group. The information on the entertainment was different on our groups app ( one said 2100 hours another’s said 1800). We missed shows because of this. After entering info on the calendar for a weeks activity, PalaceResorts disappeared. We went to public relations and was told to delete PalaceResorts then re-download it. All the info disappeared! Give us back paper schedules!! PalaceResorts is clumsy and not well designed.

When you finally arrive and leave the mayhem behind, you are greeted by the most friendliest staff you can ever dream of !!! I am so impressed with the consistency of superlative service at Moon Palace Sunrise… I rarely say that !! Thank you all for making my daughter’s wedding something I will never forget, as it should be !!… I’m eternally grateful !!

Thank you again… Respectfully,

The Daerr family

We visited Moon Palace on October doing the hurricane they gave us three days to come back and visit again before we had VIP status this time they downgraded us and would not give us the VIP status which knocked us out of a lot of amenities which I think was wrong. we did come back but that’s how I feel about them at this time last time was good this time the weather is great. They downgraded this trip and I don’t appreciate that. That’s the only thing about this trip that is wrong.

PalaceResorts looks like it would be very helpful in its full capacity, but we have been unable to register or log in and we have been here for 2 days. Every email we use gives us an error that the email is already in use. I tried my 9 year old’s email which is definitely not registered anywhere and got the same error. If I try to log in it suggests I use the Le Blanc App. We have stayed at Le Blanc (amazing!) and their app worked fine. I deleted the Le Blanc App hoping that would help but it didn’t. I really just want to order room service :|

PalaceResorts is so slow that it makes it almost h useable. It’s absolutely maddening. Plus, you can’t do things like make reservations for restaurants on PalaceResorts or bring up your chat history (at least, we couldn’t figure out how to do those things). Sometimes, PalaceResorts will tell us how long it takes to get room service, but not always. You can’t request that your room be cleaned very easily. It also crashes randomly. We’ve had to make it work during our time at the resort, but it’s a pretty bad app. We stayed here 8 months ago, and PalaceResorts has gotten worse since then.

Absolutely love staying at the Palace Resorts. But I hate PalaceResorts Our last stay in January it only worked about 30% of the time. Half the time we didn’t know if things went through or not and almost every night PalaceResorts would crash and we had to reboot everything. They really need to get this figured out.I loaded it on both my iPad and my iPhone and it would not work on either.

However, I will say our concierge people helped us a lot and we just worked with them instead of using PalaceResorts . They seemed as frustrated by PalaceResorts as we did.

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.

We have been a member with Palace resorts for past 12 years and we also own several other time shares and Palace resorts got to be one of the best resorts to own. My son and I recently had a great vacation at Moon Palace resorts and we had a wonderful time. People are friendly and food are great weather was awesome. Thanks to Daniel Flores in concierges and all the wait staffs in the restaurants and by the pool. Highly recommend this company.

From the minute you step out of the shuttle you are treated like royalty! The customer service and the Amenities here at the ground are absolutely amazing. Everything is Grand just like the name. Our kids keep saying this is the best place we’ve ever stayed and it is true and we’ve stayed at a number of all inclusive resorts. Would definitely recommend to everyone.

Palace resorts are so clean and well-kept! The staff is awesome and they treat you like family. All of the restaurants have great food and the wine lists are extensive, with wines around the world. I can’t wait to return next yearz

PalaceResorts should be taken off PalaceResorts 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!

I need to give a BIG shoutout to Richard who was our favorite beach side server. He made our vacation so relaxing. If you come to this resort make sure you find him and tip him well, he’s the hardest working guy on the beach. Resort had lots of activities and dolphin cove at the resort is a must do. We enjoyed our stay very much.

We’re going to Moon Palace in Cancun next week so my wife and I downloaded PalaceResorts early to check it out and to see if we can make restaurant reservations.

Unfortunately it crashes on startup for both my wife (IPhone X Plus) and me (iPhone X). We have the latest version on of iOS and the latest version of PalaceResorts.

This is very disappointing and going to make our trip a lot more inconvenient.

Just tried to transfer resort credits. Got to the point where you would press the transfer or cancel button. Transfer will not work. Cancel does work.

Been all over the world and to several resorts. This one raises the bar so high. All-inclusive means ALL-INCLUSIVE!!! Nothing is spared including 24hr room service, all you can eat/drink etc. Quite a treat for the family.

I had the most amazing and delightful couple of days at the Moon Palace in Jamaica... Everyone was so nice and welcoming .

The property was beautiful, I enjoyed the food and the overall service...

The best vacation ever....

Once again our vacation has been exceptional. Eder the pool concierge was working overtime to accommodate our needs. Perla and Herlin did a fantastic job with our device by the pool. Muy bien!”

All you care about is bringing people in and then you forget about them! Tub after 14 days still does not work. Faulty side table that fell on my sons feet and I was told if I needed a doctor I have to pay 100 dollars! Absolutely worse 5 star experience! I will make sure that everyone of my contacts will know about this horrible hotel.

When it is working, it is useful for restaurant reservations, room service menu and to see ongoing activities. However, I BAC have had to reinstall it several times. Each time it works for a while, then will not open and I have to reinstall it from PalaceResorts Store. Using a iPhone XR.