![]() ![]() If your looking for a laid back time stay here! We had a swim up room! You could get drinks or food by the pool staff. Also, Chef Rafael Calvo continued providing us with memorable experiences through out the years.ĥ nights 4 day trip We had a really good time while staying at Secrets. At Trattoria, her manager and the Chef prepared a very special dinner for our group. At Caribeno, her manager Carolina and the Chef pamper us during lunch times. At Casa Mia, her manager Angelica and Chef Diego prepared for us a wonderful welcome dinner experience. As well, another memorable experience was the private dinner where the Chef indulged us with delicious dishes. We were delighted with the private wine tasting experience where sommelier Andres did a fantastic job. Thanks to the team that takes care of the whole residence specially to Carlos. We want to specially recognize the team who made our staying a memorable one: Thank you to our butlers: Randy and Oswaldo and his manager Erik, they anticipated and covered all our needs giving every day an extra mile. ![]() The Residence has everything that you may wish for an unforgettable vacation, it housed all 10 of our family spaciously and confortable with 4 bedrooms, private swimming pool, pool and poker table, movie theater and not to mention a great day at a 64 foot yatch. My family and I spent an amazing week at the Residence at Moon Palace Cancun, we are long time members of Palace Elite but first time staying at the Residence for a special occasion: celebrating our 40th wedding anniversary. ![]() Not what I come to a 5 star resort to experience. This holiday cost a lot of money and I had high expectations the issue is it's just too big, poor service and ultimately they just want to sell to you. Inconsistency with room service ordered pizza, one night it came as tomato puree on top of a tortilla wrap, certainly not the same as pizza we had ordered before. Overall so much of our holiday wasted complaining, with staff who had no customer service skills whatsoever, waiting on restaurants for 2 hours with 2 small kids is not acceptable, service in restaurants diabolical, mains served before starters, kids food brought out at different times, waiting for gold carts, the first 5 rows in the evening entertainment reserved for diamond members but with the majority of the seats free every night but you couldn't use them. We spent so many days at guest services complaining about additional charges to our room, got scammed by the Dr on site who charged us $150 dollars for a medicine we didn't want or need and not advised of the cost. Funny thing is the bowling alley was empty but they still wouldn't let us use it. Absolutely ridiculous as we had requested it for a certain day yet they still charged us. We had a few issues such as booked bowling turned up they said no, your booking was for another day and you missed it. The restaurants you cannot get into as you can only book in advance 2 days ahead from 10am using the app (which is temperamental) or by calling 0, long waits and they hang up on you. However if you are not diamond or residence then forget it, this hotel is one giant pyramid scheme out to get you to become a member and only interested in selling to you. The facilities are fantastic, the rooms comfortable, the choice of restaurants excellent. Having stayed here for 14 nights and this resort has been a huge let down for our family. ![]()
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