Moon Palace Cancun

Nothing! Very bad service from Booking.com and from Moon Palace. If you are paying for a 5 star hotel I expect 5 star service from the moment of check-in! Would have given a 0 but booking only allows a 2.5 as lowest.

Do not reserve here! Booking's algorithm for rating is also off. I wanted to give a 0 but the lowest that is given is 2.5 even when choosing all bad. I did not like anything. We arrived to the hotel with the our Booking.com reservation for 2 adults and 1 child. Clearly stated in the reservation. Upon arrival they said they only had reservation for 2 adults and that we had to pay more. We told that this is an issue to resolve with Booking not with us. Next Fernanda of the Front Desk said there was no payment in their system and that they could not give us bracelet because we did not pay and first had to sort this out. We had a payment receipt both from Booking and PayPal. We sent these to her and manager Lucia or Laura by email on the spot and even this was not enough. None of employees at the Front Desk are in the right position. They don't know how to provide a great service as can be expected from this type of hotel. All the time they were whispering between themselves and a no moment was any respect shown. What was supposed to be a special weekend started off very badly. Not at all the experience I was expecting from a 5 star/diamond hotel. After more insisting and more insisting and obviously getting angry and disappointed, we finally we got the bracelets and went to the pool. After about 4 hours I got 2 messages on my phone that our room was ready. We thought, great service to get a message and went back to the reception. There was a lady at the reception (another one) that almost activated our bracelet to access the room and then suddenly another colleague and the Front Office Manager showed up stating that we can not access the room at all because we did not pay. More than 4 hours later, they still had not resolved the issue with Booking.com. We had sent all information already of payment and even so 4 hours later we were once more treated with no respect and had to go through the whole storey again.

Magic show

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