Moon Palace Nizuc

Emily Coleman

For any couples considering a destination wedding at Moon Palace Cancun (specifically Nizuc), I feel it is important to share our experience. Our wedding was held on February 7, 2026. The ceremony itself was beautiful, and much of the service throughout the weekend was excellent. However, the end of our stay was overshadowed by a significant cluster of acute gastrointestinal illness among our guests. To date, we have documented 30 confirmed individuals from our group who became ill within a tightly clustered 24–48 hour window (February 8–9). Symptoms included severe nausea, repeated vomiting (in some cases forceful), profuse diarrhea, fever, chills, and dehydration. Several guests became ill during travel home. One required wheelchair assistance at the airport. Three young children became acutely ill within hours of one another. All meals during the relevant period were consumed on resort property. After sharing our experience, we were contacted by guests from another unrelated wedding held at the resort on the same date (February 7). They reported approximately 30 guests out of 100 became ill with a highly similar symptom pattern and timing. When we reported the situation in person to resort staff and medical personnel, we were understanding that illness can occur anywhere, especially with travel. We were not seeking blame - we were seeking investigation and prevention. What concerned us was the lack of urgency in tracing potential common exposures. There was no structured intake of affected guests, no apparent effort to document onset timing or food exposures, and no indication that a formal review was being initiated. We were told that because many guests were departing, “nothing could be done.” They DID NOT CARE if more guests were going to get sick. Public relations told us to "send an email" and that they will be writing a report, but that's all they can do. For a resort of this size and reputation, a cluster affecting approximately 25% of a wedding group - alongside reports of a similar pattern in another wedding group the same weekend - should prompt immediate review, follow-up, and clear communication. This is at least 60+ known guests affected. We understand that no resort can eliminate all risk. Travel carries inherent variables. However, what distinguishes a high quality resort is not perfection - it is how health and safety concerns are handled when they arise. If you are planning a destination wedding, we encourage you to ask detailed questions about outbreak response protocols, documentation procedures, food safety tracing, and post-incident follow-up. Health transparency and guest safety should be taken seriously - especially during milestone events. Our goal in sharing this is awareness and accountability, not hostility. Also more than happy to share the very lackluster exchanges in emails from public relations.

Vineet Bhardwaj

⭐ Exceptional Family Vacation with Outstanding Service and Entertainment. Incredible Kids Playroom! March 2026 We had an absolutely amazing stay at Moon Palace Cancun. This resort truly delivers top-notch service, exceptional cleanliness, and incredible amenities. From the moment we arrived, everything was organized, welcoming, and beyond our expectations. Our oceanfront room and ocean view with kids’ pool view was beautiful. Waking up every morning to the ocean was such a relaxing experience. The room was spotless, comfortable, and very well maintained. The food quality across the resort was excellent. Whether dining at the restaurants or ordering in-room dining, everything was fresh, delicious, and delivered quickly. The convenience of ordering directly through the Palace Resorts App made it even easier to request services, reserve restaurants, and order room service. The entertainment in the resort was outstanding. We especially loved the Michael Jackson show, the breakdance show, the fire show, and the glow show. The performances were professional, energetic, and truly entertaining for the entire family. One of the highlights for us was the Playroom for kids. It has everything children could want — a kids theatre, arcade games inside the playroom, and additional arcade games at the resort. The best part is that kids can even order lunch or dinner while enjoying their time there, which makes it very convenient for families. The Playroom staff were exceptional. This was our third time visiting, and the team always takes such great care of the kids. A special thank you to Avril, who was incredibly kind, attentive, and wonderful with the children. She truly made the experience memorable. The rest of the staff were also super friendly and caring, and it was clear they genuinely love what they do. Overall, everything about this resort — service, atmosphere, cleanliness, food, entertainment, and family amenities — was outstanding. We have visited multiple times and continue to be impressed every time. We highly recommend Moon Palace Cancun for families looking for a luxurious, fun, and relaxing vacation experience. We can’t wait to return again!

Greg Milligan

We just finished a 6-night stay at Moon Palace Nizuc with our two young kids and had a great experience, largely thanks to the staff. The playroom team in particular was so warm and actually got to know our kids by name. Even though we stayed at the Nizuc, we found ourselves using the Sunrise pool more since it was a bit warmer, and the frequent golf cart rides made jumping between the two areas super easy. The food was great across the board, and while people complain about the gift shop prices and the resort credit system, it’s all stuff you can easily avoid.

Travis Cos

I had a delightful time at this wonderful resort. The staff works incredibly hard to make the consumer experience perfecto. Everyone is kind, works to help with English as needed, and the location is impeccably clean and well maintained. The beds are a dream and the showers are very nice. The meals were delicious and the golf lesson was one of the best experiences I've had on my life, I'm ready to return to links after ten years away. Would highly recommend

Iron Mind Wellness

DO NOT COME HERE WITH CHILDREN!!!! We traveled with a 2-year-old and a 1-year-old.We were initially assigned a third-floor room in a building without elevators, despite traveling with a stroller and small children. We were told no first-floor rooms were available. Only after stating we would leave the resort did a first-floor room become available, resulting in over 5 hours lost on our first day. The room balcony presented significant child-safety concerns, including no child lock on the sliding door and wide glass slats that could allow a child to get limbs trapped. The room door did not accommodate a double stroller, and staff advised us to leave the stroller outside or rely on bellhop service, which was impractical. NO ramp system to navigate the property or pool areas with a stroller. THIS IS NOT HANDICAP ACCESSIBLE EITHER When these issues were escalated to Public Relations I spoke to Jorge and Araceli. No apology, and no compensation. We were told this was “not our problem,” and Jorge used inappropriate language during the call which was recorded. This is the worst customer service experience we have had at a hotel. We do not recommend this resort to families with young children. DO NOT WASTE YOUR TIME AND MONEY DO NOT COME HERE