4/10 Poor
Leslie, Bronx
Traveled with family
May 2, 2025
Disliked: Cleanliness, property conditions & facilities
I have never felt so unhappy to leave a vacation as I did after this one. My first room was described as a "deluxe resort view with a balcony." While I expected to see some buildings and infrastructure, I was prepared for that. However, their definition of "deluxe" included a view of a roof filled with construction materials and an entryway that overlooked open storage closets. To make matters worse, one of the beds was broken! This was certainly not a great start to my vacation.
I ended up paying extra to switch rooms, which took over an hour. Frustrated, I decided to upgrade to a different room to put an end to my issues. The new room offered a much better view, but there was a broken toilet seat that went unaddressed for several days.
On the second day, I attended a presentation where the presenter, Mario, had the audacity to say, "This wouldn't have happened to you if you were a member; we would have ensured you had a better room." I couldn't believe it—such issues shouldn't happen to anyone. During our tour of the facility, I noticed parts of elevator panels missing, the carpet appeared poorly laid, and there were waves throughout the hallways. Each entryway into the various rooms was also at a different height—I had never seen anything like this.
As a dissatisfied customer, I tried to speak with management, but it was conveniently their day off, and they couldn’t come in early to meet with me.
This was my first time staying at the Moon Palace, and it will certainly
Leslie
Stayed 5 nights in Apr 2025
