James Blower - Senior Holiday Claims Specialist

By James Blower

Senior Holiday Claims Specialist

Guests at the Moon Palace Golf & Spa Resort in Cancun report that they suffered from a gastric illness that may have been caused by food poisoning as a result of poor standards at the Mexican resort.

The Moon Palace Golf & Spa Resort in Cancun

TUI-owned tour operator Thomson advertises the Moon Palace Golf & Spa Resort as an all-inclusive hotel situated within 123 acres of gardens and featuring an impressive choice of swimming pools, along 14 restaurants. Located in the increasingly popular Cancun region of Mexico on the Caribbean Coast, this sprawling hotel complex should be ideal for many British families, but recent reviews have raised concerns about the standards of hygiene.

Reports of food poisoning made by guests

Reviews for the Moon Palace Golf & Spa Resort on websites such as TripAdvisor offer insight into what staying at the Mexican hotel is like. Some reviewers speak very highly of their stay, but some guests have said that due to the size of the Moon Palace, problems can emerge when it’s close to capacity. It would appear from comments made by reviewers, that some of these problems could be resulting in food poisoning.


In their review titled “Not impressed”, ‘_1969carmel_’ who stayed at that Moon Palace in February says that they “spent the last day and [a] half sick with food poisoning“, commenting that this isn’t exactly a “great way to spend last days of a holiday.


‘Liana D’ was also a guest at the Moon Palace in February, and she says that on this special trip with her “fiancé and 1 [year] old” during which she “got married“, that while “the whole wedding experience was great“, she “got sick from the food” and suffered from “serious [diarrhoea] and [vomiting during] the last few days“.

She also comments that her “room flooded the night of [their] wedding and again the next day from [a] broken [air conditioning unit]“, making her believe that “they don’t maintain the property buildings as much as they should.


In what she titles “My AWFUL review of the Moon Palace Hotel in Cancun“, ‘bonamak20’, who stayed at the Moon Palace in January says that “it was the worst hotel experience [she’s] ever had“. She explains that “everything at the hotel was lacking“, including “the physical appearance and cleanliness“, explaining that it “smelled really bad” and she’s “not even kidding when [she says that] the food was inedible.

She elaborates that “the quality of the food was very poor” and “the sushi was not fresh at all and you could tell it was old“. Later in her review, she also says that “the bread was always stale and old” and “the salads were soggy and [looked] like they had been there for days.” She says that subsequently she “got food poisoning and was sick the last 3 days of [her] trip, and when [she] got home.


Stale food and food poisoning

Paying close attention to the standards of food hygiene at an all-inclusive hotel restaurant is exceptionally important, regardless of the size of the complex, but in a particularly large hotel, it can be even more vital as an infectious disease can have a much bigger impact.

Food Poisoning could be caused by stale holiday food

Part of the process of reducing the risk of spreading a holiday illness includes making sure that meals are served fresh and aren’t left out for too long. Allowing salads to wilt can be an indication that other more high-risk dishes have been left out for too long, and may have become home to harmful bacteria or parasites that could result in a debilitating bout of food poisoning.

Faulty air-conditioners and Legionnaires’ disease

Air-conditioning can be vital in a country such as Mexico that experiences such favourable temperatures, but if these units aren’t properly maintained or begin to malfunction, they can become a health hazard. A flooding air-conditioning unit could become a breeding ground for Legionnaires’ disease; a lung infection that can result in flu-like symptoms that can include headaches and general aches and pains, a fever, the chills, lethargy and confusion.

Find out if you could be owed compensation

If you’ve contracted an illness caused by food poisoning or unhygienic conditions on a package holiday to an all-inclusive resort, then under The Package Travel Regulations 1992 you could be entitled to claim compensation from your tour operator.

Our team of travel law specialists can provide you with a free no-obligation consultation, during which we advise you of your consumer rights under UK law, how much compensation you may be able to claim, and whether we can represent you on a ‘no win no fee‘ basis.

Get in touch

If you want to find out more about claiming for illness at the Moon Palace Golf & Spa Resort in Mexico; contact us by completing our enquiry form and we will call you back, call us on 0808 145 1353 or visit our On Holiday Claims website.