Moon Palace Resorts Reviews and Complaints

While Moon Palace is a nice place to visit, my wife and I had a serious lapse in judgement when I purchased a membership program with them. We have owned time shares through US based companies in the past (Marriott) so may have been under the false impression that all “large hospitality companies” operate the same way. Since purchasing my membership, I have experienced nothing short of deceptive, non-responsiveness from people at Moon Palace. Every time we call to make a reservation we are lied to, told a different story by whoever we speak to on the phone and/or cannot speak with a manager/supervisor. I showed our contract to our attorney in the US and he stated that parts of it are written in a way to be extremely deceptive and could likely be challenged in court in the US (if we wanted to spend the money, which I am seriously considering so that other Americans don’t fall into their trap). Our latest experience involved a referral program that Moon Palace highlights as a key “member benefit”. We brought two families to the resort (the first time we brought someone they failed to mention that they had to close their kids’ water park due to safety when we made the reservation) within a calendar year, which is a significant expense, under the belief that we would qualify for an all-expenses paid referral week. We confirmed when making the reservation that we did in fact qualify, then when we went to redeem we were told that people we made the reservations with (and paid) misunderstood the time periods in our contact (one year is only 9 months in our agreement) and they would not honor the week. We can’t get anyone to respond to an e-mail because they don’t want to have anything in writing. Please don’t make the same mistake we did! When they approach you about going on the tour and getting additional credits, don’t do it. You don’t need the credits. I think we have 3k “come again” credits because you don’t want to leave the resort too much due to all the safety concerns in the area outside Moon Palace.