Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a reservation at Moon Palace Cancun under reservation number ******** from 23 to 27 June 2025 under my name (**** S ******). Due to a major accident on highway 405 that blocked the highway from 2am till 9am on Monday 23rd June we missed our flight and we called the hotel to inform them. Upon our arrival on 6/24 they say our stay will then be for 3 nights only. On the check out day June 27th the invoice / folio that I got in my email it says we stayed for 3 nights only. When I asked them to refund my forth night back through ****** Travel they refused with multiple attempts. I see the practice to provide an invoice for 3 nights but charging 4 nights is some kind of fraud. I request a refund for the one night that we havent spend or used the facilities at the hotel. Whoever is handling the decision to deny my request for the refund is making more harm by losing customers who were motivated to come back again and maybe join their membership.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We arrived to the resort June 2-6. On the second day of our trip, my youngest son slipped at the waterpark and required a hospital trip and stitches. Our trip was ruined. When I reached out to the staff, I was told my feedback were minor inconveniences The entire trip was terrible. From the smell of the seaweed when we arrived, slow shuttles and service throughout our stay, and no response from the property.

• Initial Complaint

  Date:05/25/2025

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my disappointment with our recent stay at Moon Palace The Grand Cancun, booked through ****** Travel. Our experience from May 16 to 23, 2025, was marked by multiple serious issues:Kids Pool Safety: A lifeguard forced my son and me to exit a closed pool via a scorching surface with no signage posted. This posed a serious burn risk, and no action was taken after we raised the issue.Midnight Disturbance: Strangers knocked on our door for nearly 10 minutes. Reception claimed it was due to a dropped item but took no proactive steps.Aggressive Sales Tactics: We were repeatedly pressured to purchase membershipseven when seeking service help.Misleading Hotel Credits: We received $500 credits with heavy restrictions (unusable for basic services), instead of the $350 promised through ******.Unmet Room *************** Housekeeping: We were assigned the wrong bed setup, lacked towels after cleaning, and special room service requests were ignored.Renovation Noise: For three days, loud drilling from above made rest impossible. The issue only paused temporarily after repeated complaints.Conditional Compensation: We were asked to sign a waiver to receive compensation. We declined, and were instead given one hour of bowling. No follow-up was ever made despite asking ***** to escalate.

• Initial Complaint

  Date:07/22/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Moon palace ******* in April, and this is definitely one of my worst moon palace experience! I lost some sunglasses and tried to follow up to get a resolution since moon palace prides itself in security. As you can see in the attachment, it's july and I am yet to get a response which is unfamothable.

  Business Response

  Date: 07/22/2024

  We advise the client to please write to ***************************************************************** and provide all following information in order to review the information.
  
  Name of Resort they stayed
  
  Leading Name on reservation,
  
  Reservation number  
  
  Travel Window.
  
  as well as any additional information that could be provided; Representatives names, dates, etc.                                                                
  
  Kindly note, each case is handled INDEPENDENTLY .
  
  

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21983064
  
  I am rejecting this response because i've tried severally with the palace resort and would rather get a resolution on this platform.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/24/2024

  As mentioned we advise the client to please write to ***************************************************************** or ******************************************** for further assistance. Make sure to provide your reservation or Affiliation number in order to check out any information.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21983064
  
  I am rejecting this response because I did send an email and i am yet to get a response.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were lied to multiple times with different agents on the phone when booking our trip. We were initially promised that if we increase from a 5 day to a 7 night package, that we will get a $1,500 credit per room for excursions, along with 2 additional free excursions, and a spa package per person. We confirmed that our friends considering traveling with us would receive the same benefit. When a month before our trip we called to book excursions, we were told we had no such credit. On a follow up call after that, a customer service *** confirmed that we had 2 excursions that we could use on whatever we wanted, and confirmed that our plans of fishing and scuba diving would be covered by it. I tried to speak to a manager regarding to additional $1500 credit, but was told that I couldnt speak to a manager. When we arrived to the resort, they told us that our 2 free excursions could only be chosen from a list of 3 options, and none were activities we wanted to do. I have the dates, times, and names of the customer service agents who said all of these things. I took this information to the ********* at the resort, and they told me that they would look into it and call me by 10am the following morning with an answer. The next afternoon I had not heard from them, so I returned to their office. They told me there was nothing they could do for me. I asked if they reviewed the tapes and they said yes. I asked if that meant that they heard what the original agent promised us, and they beat around the **** but implied the answer was yes. But they still refused to do anything to make it right. What makes all of this even worse is that we invited our friends to join us for the same package, and they were just as disappointed by the end result. So not only did we not get what we were promised, but we feel embarrassed about roping our friends into this.

  Business Response

  Date: 07/13/2024

  I would like to request client to please write to ***************************************************************** and provide all following information in order to review their claim.

  Name of Resort they stayed

  Leading Name on reservation,

  Reservation number  

  Travel Window.

  as well as any additional information that could be provided; Representatives names, dates, etc.                                                                Kindly note, each case is handled INDEPENDENTLY .

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21981277
  
  I am rejecting this response because:

  I followed your instructions and sent that email on July 15 with a promised response within a week. It has been 11 days and no reply yet. I have had to work too hard to get what I was promised from this company, and I would like a quick resolution.   

  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/26/2024

  We are currently makin the corresponding researches to this case.Once the research is completed, we will update client.

  Please be informed, our that our standard turnaround for a response is around 14 BUSINESS DAYS; given the fact that each case is processed in the order it is received. Information was dully described in our atomated response. 

  Your patience and understanding are appreciated.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21981277
  
  I am rejecting this response because: The company said I would receive a response within 14 days. It has been 28 days and I have not heard any resolution. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/23/2024

  As additional information; a response was sent directy to Client on Monday August 19th, 2024, along with a One Complimentary Night Certificate, valid for a year, to be used in conjunction with a future stay, as a good faith offer.

  Client traveled through a Member's Affiliation; in accordance with our privacy policy,only the owner should be informed of the terms, conditions, or benefits associated with this reservation. However, we aimed to resolve this matter to both parties' satisfaction. The benefit he is requesting is not available in the Member's contract.

  
  

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 21981277
  
  To summarize: the business has admitted that I was correct. In a letter to me they stated After carefully reviewing your claim, an unfortunate human error ocurred, leading to confirm benefits which are not part of your reservation."

  They admit that I was told that if we upgraded from a 5 to a 7 night stay that we would receive a $1500 resort credit along with 2 free excursions of our choice. They admit that both us and the other couple that booked on this Information were told this and did not receive any of this benefit. So they fully admit that between us and the other couple we missed over $4,000 of promised value, along with paying an additional $1,000 per couple to extend our stay longer than we anticipated. 

  And their response to try to make this right is a 1 night stay at the same resort. A coupon that would require us to buy plane tickets and spend additional money with the same resort where we had all of these issues. 
  

  I found this offer to be insultingly low. 

• Initial Complaint

  Date:06/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to Cancun, Moon Palace Resort in September 10, 2022 on a trip as part of my son's Make-A-Wish ****** The second day there we were set up with a team member (sales rep) to take us to breakfast and offer us a bunch of lies. After talking with a rep for almost two hours and rejecting their offers of 15 grand then them bringing it down to 10 grand then not taking NO for an answer they went to get a supervisor to convince us we were getting a great deal. They told us that with $460 USD up front payment and $115 USD monthly payment for 3.5 years we would be granted 40 free nights and we would be able to use these credits at other resorts and hotels from the same company (******, *******, ******************). After making payments for a year and a half on my account and finally trying to book a vacation, it turns out that everything they told us was a lie. They are asking for $2,669 for 5 night stay. With resort credits to do stuff at the resort once there. I have spent over $2,500 thus far to be offered a 20% discount at booking. After trying to cancel my account or get a refund, I am told I cant cancel my membership or get a refund. This place will not take no for an answer where doing their breakfast meetings with families and will give tell you everything you want to hear to get you to sign their papers. This is a big scam that is not fair to anyone, especially families going their with kids going through life threatening sicknesses, already having a lot to deal with financially, mentally and emotionally.

  Business Response

  Date: 06/23/2024

  Guests are invited to attend a presentation to get know about The Company's vacation program, if the client is interested then it goes through a process of where a contract is signed in front of a Legal Verificator Officer where the services that the client and the representative agrees, are being placed on the aforementioned contract therefore The Company has not incurred in a contract agreement. We suggest the Client to contact  ************************** at: ******************************************** and include their Affiliation number, our executives are in the best position to assist you.

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a try and buy certificate from Palace Resorts which was initially valid for 1 and 1/2 years. The certificate was to expire in 2023 and I paid an additional $99 to extend the certificate, which was completed. The confirmation email I received from Palace resorts on November 20, 2023, states that the certificate is extended for 12 months. Now that I am looking to redeem the certificate for a trip to the hotel for July 2024, their customer service agents are stating that its already expired and will not honor the extension period of 12 months, which they sent to me directly from their own office. I would like Palace Resorts to honor the extension period in their confirmation email so that I can redeem the service which I paid for then paid to extend.

  Business Response

  Date: 06/21/2024

  I would like to try to assist client the best way possible, on behalf of my company.

  Please request client to forward the communications backing up the extension to:   *****************************************************************, in order to doing so.

• Initial Complaint

  Date:06/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to address my concerns about my membership with Palace Elite vacation club. The details provided during the sales meeting did not fully disclose all terms, such as an unexpected $400+ international fee for a week's exchange. I felt pressured to commit to the purchase without a clear understanding of the costs involved.Despite my attempts to resolve the matter, communication from Palace Elite has been lacking, leaving me feeling disregarded. I have been unable to use the membership due to undisclosed fees and conditions.I believe there are solutions available to resolve this situation, and I am open to cooperation for a fair outcome. Your assistance in addressing this matter would be greatly appreciated.Kind Regards,

  Business Response

  Date: 06/22/2024

  We suggest the Client to contact the ************************** at: ******************************************** and it is important to include their Affiliation number, an executive will be assigned in order to assist you.

• Initial Complaint

  Date:06/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked in planned A vacation for a graduation party. We had a huge party of people and spent a lot of money going to the grand Moon Palace resort. I spent months preparing and planning to make sure that we could accommodate all that was coming. They had me pick out the food, the venue, and then All to get there and see that they had no party planned for us. I was incredibly mortified and would never ever recommend anybody to try and plan a party or a wedding through Moon Palace because they will not communicate and then they will lie and tell you that they emailed you when they didnt. They had my phone number they never called they just didnt care and they just let it fall through, I have taken multiple groups of parties there multiple times but we were just on vacation. We didnt have a specific party planned. This time we did and it let everybody down. I am so discouraged I will never return. When I talk to the employees about it, they just were rude and said that they emailed me, but thats pretty much all that they have said and its lies.

  Business Response

  Date: 06/20/2024

  As per Terms and Conditions of the contract signed by both parties, our company and Client, Complimentary Perks, such as venue set up/cocktail party would be provided depending on the group's production.

  Unfortunately, only 6 rooms were confirmed by the deadline on May 16th, 2024, resulting in the forfeiture of associated benefits.

  This information was communicated to referenced client on same date May 16th. No feedback or concerns were received on behalf of client.
  
  For logistical reasons, preparations for any celebration start before the groups deadline.Should the group not meet the minimum rooms required, they are offered to pay for the pre-arranged venue/services. Unfortunately, no response to the communications attempts on May 17th and 18th, 2024 was received. 

  Services were no arranged as a written confirmation from the client is required.
  
  Based on our privacy policy,communications are not attached, however, may be shared to BBB under request.
  
  Based on the above mentioned facts, their request of compensations does not apply.

  
  

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a wedding with Moon Palace Jamaica for March of 2026 and in the terms and conditions it stated that $1000 room black would be refundable but the $250 would not. So I canceled my wedding with them due to a bunch of online reviews stating their weddings ranged from 50K-60K and also the response time was horrible and a lot of issues happened during the wedding. This was alarming and since $1000 was refundable I decided it would be better to look elsewhere. Now the resort is stating that NONE of the deposit is refundable and has completely stopped answering me. They will only answer my travel agent and I have sent them 3-4 emails. I just want them to honor the terms and conditions that was sent to me and at this point due to the amount of headache this has caused and lies they have told they should have to refund everything.

  Business Response

  Date: 06/25/2024

  We sincerely regret their decisition to cancel their wedding at our Resort.
  
  As indicated in the document shared by client. Payments are non refundable in case of wedding or room block cancelation. Which is their case.
  
  Furthermore, given the fact that arrangements were made through a third party, any further communication must be made through their Travel Agency.
  
  Thank you for your attention

  Customer Answer

  Date: 06/26/2024

  The attachment says that the $250 is non refundable, the $100 per room is refundable, and I paid $1000 towards the room block. Further more, I even asked to just get the $1000 towards the honeymoon stay instead of refunding it back to us and they still would not do that. My travel agent will not communicate with them because I am no longer in need of her services either so they are basically saying they won't talk to me or come to a resolution. 

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21805368
  
  The attachment says that the $250 is non refundable, the $100 per room is refundable, and I paid $1000 towards the room block. Further more, I even asked to just get the $1000 towards the honeymoon stay instead of refunding it back to us and they still would not do that. My travel agent will not communicate with them because I am no longer in need of her services either so they are basically saying they won't talk to me or come to a resolution. 
  
  Sincerely,
  
  ***************************