Front of property

Reviews of Luna Palace Hotel and Suites

3 out of 5
Luna Palace Hotel and Suites
Ave Camaron Sabalo S/N, Zona Dorada, Mazatlán, SIN

Reviews

7.8

Good

Rating 10 - Excellent. 220 out of 654 reviews" "
Rating 8 - Good. 238 out of 654 reviews" "
Rating 6 - Okay. 115 out of 654 reviews" "
Rating 4 - Poor. 35 out of 654 reviews" "
Rating 2 - Terrible. 46 out of 654 reviews" "

8.2/10

Cleanliness

8.0/10

Staff & service

7.6/10

Amenities

7.6/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

6/10 Okay

DWIGHT

Travelled with partner
Liked: Staff & service, property conditions & facilities
UNABLE TO MAKE FUTURE RESERVATIONS AT THE HOTEL.
Stayed 21 nights in Feb 2024

8/10 Good

Nicholas

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Simple, clean, well kept and quiet. Lovely pool.
Stayed 6 nights in Feb 2024
Response from KARENLU on Mar 7, 2024
Hi Nicholas,We appreciate your comments, we will be very happy to welcome you back to our properties.Regards!

8/10 Good

Murraymm

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Smaller property with nice pool and beach access. Access to the property for people staying at sister resorts nearby made it a bit busier poolside at times but was was likely due to Mardi Gras approaching toward the end of our stay. Did not do all inclusive as there are plenty of great dining options around. Some that did all inclusive said they had trouble getting service but the staff seemed attentive to us. Might be worth doing a breakfast plan if available as it looked pretty good. Nice to have a kitchenette with full size fridge, stove and microwave/oven combo and coffee maker. Did the smaller suite but would do the one bedroom due to the larger patio and separate bedroom but for as much time we were in the room the studio was fine. Mostly mature guests so quiet for the most part. Some families visiting from other sister resorts had kids but staff made sure they were supervised and not horsing around. Beach area is a fair size and well kept. The Star and Océano Palace resorts had more action and noise with bands. Easy ride (100 pesos) to the heart of golden zone and other areas with pulmonías or truck cabs. 250 ish to city centre. Most rooms have an ocean view and even the pool view included some ocean exposure. Would stay here again but some guest were saying they are going to renovate or expand into tours. Not sure but with the number of locals who were touring for timeshare or purchase didn’t make sense. Would definitely stay again if available!
Stayed 13 nights in Jan 2024
Response from KARENLU on Feb 26, 2024
Hi Murraymm,We appreciate your comments, we will be very happy to welcome you back to our properties.Regards!

10/10 Excellent

Luis

Liked: Cleanliness, staff & service, property conditions & facilities
Great place
Stayed 1 night in Feb 2024
Response from KAREN LU on Feb 8, 2024
Hola Luis,Muchas gracias por tus comentarios, esperamos tenerte de vuelta muy pronto.Saludos!

8/10 Good

Donald

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Great location with some really good restaurants near by. Overall staff was great. Poula at the desk was lovely. My Spanish could definitely be better but I feel that some English by staff could also be better I tried to look after the staff daily with gratuity because I know that’s how they make a living. I did have a garment go missing from my room and nothing was done about it. Disappointed 😢
Stayed 9 nights in Jan 2024
Response from KARENLU on Feb 3, 2024
Hi Donald,We are sorry for what happened, we apologize. We appreciate you comment It help us to improve our services.Regards!

10/10 Excellent

Luis

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We stayed here before and this time we saw that everything is renovated and looking very nice,loved the look of the gardens and the new paint !!!
Stayed 4 nights in Jan 2024
Response from KARENLU on Jan 31, 2024
Hola Luis,Estaremos muy contentos de recibirte nuevamente en nuestras propiedades.Bonito día!

10/10 Excellent

Sophie Josette

Liked: Cleanliness, staff & service, property conditions & facilities
Had a great and peaceful time. W’ll come back
Stayed 5 nights in Jan 2024
Response from KARENLU on Jan 26, 2024
Hi Sophie,We appreciate your rating, we will be very happy to welcome you back to our properties.Regards!

10/10 Excellent

Lacey

.
Stayed 7 nights in Jan 2024
Response from KARENLU on Jan 16, 2024
Buen día Lacey,Agradecemos tu calificación, estaremos muy contentos de recibirte nuevamente en nuestras propiedades. Saludos!

10/10 Excellent

Denise

Travelled with partner
Liked: Cleanliness, staff & service
Compared to the sister hotels in the area, this one was quiet and allowed for some relaxing down time. Pool was never busy, umbrellas always available. Beautiful view of the water from our room and the pool. Staff were helpful, we did not use the restaurant, so cannot comment there. Great location, we will come back soon!
Stayed 6 nights in Dec 2023
Response from KARENLU on Dec 14, 2023
Buen día Denise,Agradecemos tu calificación y comentarios, estaremos muy contentos de recibirte nuevamente en nuestra propiedad, si hay algo en lo que podamos ayudarte estamos para servirte. Saludos!

10/10 Excellent

Jason

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023
Response from KARENLU on Dec 5, 2023
Buen día Jason,Agradecemos tu calificación, estaremos muy contentos de recibirte nuevamente en nuestras propiedades. Saludos!

8/10 Good

Cesar

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The cleanliness of the common areas is excellent 👌
Stayed 3 nights in Nov 2023
Response from KARENLU on Nov 30, 2023
Buen día Cesar,Agradecemos tu calificación y comentarios, estaremos muy contentos de recibirte nuevamente en nuestras propiedades. Saludos!

4/10 Poor

Jovana

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, amenities
Reception and other staff need to be trained on customer service. Towels were snatched out of my hands and I was not able to get accommodations for handicapped family members. Restaurant staff was awesome.
Stayed 1 night in Nov 2023
Response from KARENLU on Nov 24, 2023
Buen día Jovana,Lamentamos lo sucedido, de ante mano le ofrecemos una disculpa, tomaremos en cuenta sus comentarios para mejorar nuestros servicios. Quedamos a sus ordenessaludos!

2/10 Terrible

Luis

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service, amenities
advertising is "All Inclusive" but is not, we arrive and ask where we can eat dinner, they said That we can't eat dinner at Luna Palace because the place was not inclusive. Terrible service
Stayed 6 nights in Nov 2023
Response from KARENLU on Nov 21, 2023
Buen día Luis,Lamentamos lo sucedido, de ante mano le ofrecemos una disculpa, tomaremos en cuenta sus comentarios para mejorar nuestros servicios. Quedamos a sus ordenessaludos!

10/10 Excellent

Terezija

Travelled with group
Liked: Cleanliness, staff & service, amenities
Loved the location, easy to walk to many restaurants, which were all good. Lunch at the bar was excellent - best shrimp cocktail I've had! Staff was friendly, were very helpful, even with the language barrier. Their English was better than our Spanish! Beautiful pool area, beach is right in front of you, so very convenient. Rooms were spacious (1 bdrm suite). Could have used drying towel for dishes, faceclothes in the bathroom area, more comfortable chairs. But these are just minor - stay was very comfortable and loved the whole area. Would recommend a stay here when in Mazatlan. Thank you for everything.
Stayed 1 night in Nov 2023
Response from KARENLU on Nov 15, 2023
Hi Terezija,We appreciate your rating and comments, we will be very happy to welcome you back to our properties.Regards!

10/10 Excellent

Horacio

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 6 nights in Nov 2023
Response from KARENLU on Nov 13, 2023
Buen día Horacio,Agradecemos tu calificación, estaremos muy contentos de recibirte nuevamente en nuestras propiedades. Saludos!

6/10 Okay

Tomas Miguel

Travelled with family, Travelled with family and small children
Todo muy bien solo el a/c no estubo bueno tuvimos calor y nunca lo subieron para que estuviera más helado.
Stayed 2 nights in Sep 2023
Response from KARENLU on Oct 2, 2023
Buen día Tomas,Lamentamos lo sucedido y al mismo tiempo agrademos tus comentarios, haremos lo posible para que no vuelvan a ocurrir estas incidencias, estaremos muy contentos de recibirte nuevamente en nuestras propiedades. Saludos!

10/10 Excellent

Noemi

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Luna Palace is the best hotel to stay in Mazatlan, rooms are really clean, beds were comfortable, staff was very friendly. I will be staying here again.
Stayed 2 nights in Sep 2023
Response from KARENLU on Sep 25, 2023
Hi Noemi,We appreciate your comments, we will be very happy to welcome you back to our properties.Regards!

10/10 Excellent

Ken

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very nice resort, with a beautiful pool.
Stayed 1 night in Sep 2023
Response from KARENLU on Sep 8, 2023
Hi Ken,We greatly appreciate your rating, it will be a pleasure to have you with us again.Regards!

2/10 Terrible

Francisco

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Property was dirty bathroom smelling like mold and having mold not enough blankets ants in living room & kitchen food took forever!
Stayed 2 nights in Aug 2023
Response from KARENLU on Aug 14, 2023
Buen día Francisco,Lamentamos lo sucedido, de ante mano le ofrecemos una disculpa, tomaremos en cuenta sus comentarios para mejorar cada una de nuestras áreas y estas incidencias no vuelvan a ocurrir.Lo esperamos prontosaludos!

10/10 Excellent

Zoila

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Aug 2023
Response from KARENLU on Aug 12, 2023
Buen día Zoila,Agradecemos la calificación brindada, de nuestra parte nos esforzaremos por brindar la mejor atención en todo momento.La esperamos prontosaludos!

10/10 Excellent

Joshua A

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
On the beach excellent breakfast buffet. Can lounge by the pool and order drinks or food.
Stayed 6 nights in Jul 2023
Response from KARENLU on Jul 10, 2023
Hi,We really appreciate your rating, we will continue to strive to always provide you with good service.Regards!

6/10 Okay

Maria

Stayed 4 nights in Jun 2023
Response from KARENLU on Jul 14, 2023
Hola Maria,Lamentamos la experiencia que tuvo y agradecemos su calificación. Sus comentarios nos ayudan a mejorar. De ser posible nos gustaría conocer que aspectos fueron los que le motivaron a esta calificación.Saludos!

8/10 Good

Roderick

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We were facing the pool and beach and it was nice and quiet. It's a good part of the beach and not particularly noisy. Very walkable and lots of good restaurants withing walking distance.
Stayed 7 nights in Apr 2023
Response from KARENLU on Apr 27, 2023
Hi RoderickWe thank you very much for your rating, we will continue to strive to always provide you with a good service.Regards!

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 7 nights in Mar 2023
Response from Diego Velazquez on Mar 22, 2023
Muchas gracias por calificarnos, le esperamos pronto de regreso.

10/10 Excellent

Maria

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent
Another great stay at Luna Palace. One of the best spots in all of Mazatlan.
Stayed 2 nights in Feb 2023
Response from Maria on Mar 1, 2023
Thank you for staying with us and we hope to see you soon.

8/10 Good

Carol

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
We had a nice stay. Pool area was very nice but water was quite cool. Some coffee is the room would have been nice!
Stayed 5 nights in Feb 2023
Response from Carol on Mar 1, 2023
Thank you for staying with us and we hope to see you soon.

10/10 Excellent

Raymond

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Luna Palace - Tranquil and Relaxing!
Spent two weeks at Luna Palace. We had a room right on the beach. Wrap around balcony. Super clean accommodations. Close to numerous restaurants and convenience stores. All the staff very gracious and helpful. Paola, at the front desk, upgraded our 2nd week. The greeter, Jesus, has been there for almost 25 years. Can't wait to go back!
Stayed 7 nights in Feb 2023
Response from Raymond on Mar 1, 2023
Thank you for staying with us and we hope to see you soon.

8/10 Good

Antonio

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beach accessible, swimming pool, friendly staff, security. On the down side, a lot of street noise.
Stayed 14 nights in Feb 2023
Response from Antonio on Mar 1, 2023
Thank you for staying with us and we hope to see you soon.

10/10 Excellent

Jean-Paul, Bellevue

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful place and surroundings, friendly staff, nearby affordable restaurants with good food,easy access to a section of the beach not as crowded as other locations nearby.
Stayed 21 nights in Jan 2023
Response from Jean Paul on Mar 1, 2023
Thank you for staying with us and we hope to see you soon.

8/10 Good

Karen Joan

Stayed 14 nights in Jan 2023
Response from Karen Joan on Mar 8, 2023
Gracias por calificarnos, esperamos verte pronto.

6/10 Okay

Jose Antonio Jaime, Bellflower

Travelled with partner
Liked: Property conditions & facilities
Disliked: Staff & service
Customer service can be improve as not all staff were friendly! Also, called front desk one time for towels but came more then an hour late!
Stayed 4 nights in Dec 2022
Response from Jose on Jan 12, 2023
Jose,We offer an apology and regret that the experience in our hotel was not what you expected, we will take your feedback into consideration and work to improve.Thank you for staying with us and we hope your next vacation is much better. Hoteles Palace

8/10 Good

Stephanie, Wilmington

Travelled with family and small children, Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
I love the pool, access to the beach and overall location. The hotel room should have been cleaner. The dished were dirty, the shower had mold, the paint and walls looked messy. Overall, management needs to invest in deep cleaning restoring paint. The bed sheets were clean and hotel service was kind and made everything tidy.
Stayed 4 nights in Dec 2022
Response from Stephanie on Dec 15, 2022
Stephanie,We apologize and regret that your experience in our hotel was not what you expected. Thank you for staying with us, and we hope that your next vacation is a better experience.

10/10 Excellent

David

Stayed 6 nights in Dec 2022
Response from David on Dec 15, 2022
Gracias por calificarnos, esperamos verte pronto.

6/10 Okay

Roman

Travelled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 7 nights in Nov 2022
Response from Roman on Dec 1, 2022
Gracias por calificarnos, esperamos verte pronto.

10/10 Excellent

Alexiz

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 6 nights in Nov 2022
Response from Alexis on Dec 1, 2022
Gracias por calificarnos, esperamos verte pronto.

8/10 Good

Dianna

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
This property was being renovated during our stay. I was lucky enough to get one of the recently renovated rooms. The workers started promptly at 7:00 a.m. and quit at 6:00 p.m. Being an early riser, this was not an issue for me. The workers were very respectful and there were no issues in that regard. The housekeeping staff and the front desk/bell hop were all capable and pleasant. My only criticism would be of the restaurant/bar service, especially in the afternoons. This has always been an issue at this hotel. Overall this stay was a good one.
Stayed 14 nights in Nov 2022
Response from Dianna on Dec 1, 2022
Dianna, Thank you for staying with us and we hope to see you soon. Also we want to thank for your opinion, surely we are going to work on our service.Hoteles Palace

10/10 Excellent

karen

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent location Best beach Great rooms
Stayed 2 nights in Nov 2022
Response from Karen on Nov 23, 2022
Karen,Thank you for staying with us and we hope to see you soon.

8/10 Good

Carlos A.

Stayed 2 nights in Oct 2022
Response from Carlos on Nov 8, 2022
Carlos,Gracias por calificarnos, esperamos verte pronto.

8/10 Good

Tina

Travelled with partner
Liked: Cleanliness, staff & service, amenities
I was shocked at the unconcerned attitude of the room getting flooded during storm. Don't go during rainy season, otherwise great spot. Bed is hard if you like that, on beach and beautiful.
Stayed 3 nights in Sep 2022
Response from Luna Palace Hotel and Suites on Sep 22, 2022
Hello Tina, we are very sorry for the inconvenience you experienced during the storm, we want to compensate you on your next stay, thanks for rating us

4/10 Poor

Hugo

Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
It’s ok
Stayed 4 nights in Sep 2022
Response from Luna Palace Hotel and Suites on Sep 22, 2022
Hello Hugo, we hope we have met your lodging expectations, we hope to see you again very soon, thanks for qualifying us

8/10 Good

Frank

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great services!
The receptionist at the front desk Karla and Paola were awesome! They helped us with a late checkout and got us a taxi for the airport! Very helpful and professional!
Stayed 7 nights in Aug 2022
Response from Luna Palace Hotel and Suites on Aug 10, 2022
Hello Frank, it gives us great satisfaction to know that our receptionists were able to help you with your inconvenience, we hope to see you here again soon, excellent trip!

10/10 Excellent

Maria

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed from 5/30-6/4//22 with my family of 4- it was absolutely beautiful. Check in staff was friendly and made sure we had everything we needed. Ivan & Frank from the bar provided exceptional poolside service. Dinners prepared by the chef, Julio, were amazingly flavorful- especially his chile de arbol salsa. The breakfast buffet was delicious with plenty of options to choose from. Our server, Nein went out his way to provide excellent, friendly service. Housekeeping was friendly and thorough, gatekeepers kept the hotel grounds safe & secure. I will definitely be returning to Mazatlán and staying at the Luna Palace.
Stayed 4 nights in May 2022
Response from Hotel Luna Palace Mazatlán on Jun 22, 2022
Hello Maria, we are delighted to know that you enjoyed your stay with your family, we hope to see you again very soon. Thank you for your preference!

4/10 Poor

Christina

Stayed 3 nights in May 2022

2/10 Terrible

Lizette

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Horrible experience. Booked for 6 days! Left our first night there! Gross!!!
Stayed 5 nights in May 2022
Response from Luna Palace Hotel and Suites on Aug 10, 2022
Hello Lizette, we are very sorry for the inconvenience experienced during your stay, we offer you our most sincere apologies, hoping you can give us the opportunity to offer you a pleasant stay on your next stay.

10/10 Excellent

Gustavo

Liked: Cleanliness, property conditions & facilities
Very safe place
Stayed 5 nights in Feb 2022
Response from Administración. on Mar 8, 2022
El equipo de Hotel Luna Palace agradece su calificación, esperamos poderle atender nuevo.

10/10 Excellent

DEBRA JOANNE LESLIE, VANCOUVER

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 7 nights in Feb 2022
Response from Luna Palace Front desk on Feb 24, 2022
Thank you Debra!

10/10 Excellent

Christina

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very quiet and the staff are so friendly. Love staying here
Stayed 7 nights in Dec 2021

8/10 Good

Francisco

Stayed 7 nights in Nov 2021

10/10 Excellent

Elia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Totally loved it! We arrived early and our room was not ready but we only waited for 20 minutes. Staff is super friendly. Pool and beach area are beautiful and super clean. The location is perfect.
Stayed 3 nights in Nov 2021

4/10 Poor

Verified traveller

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I paid for a 2 bed room, and I was assigned to 1 bed room, the bathroom had mold everywhere.
Stayed 4 nights in Jun 2021