Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Located on Cancun's tranquil south shore, ten minutes from the airport, this luxury all-inclusive resort offers more than 1,000 accommodations offering double whirlpool tubs, 24-hour room service, top-shelf drinks, free WIFI, CHI-branded amenities, aromatherapy and pillow menus, and complimentary calls to Continental US, Canada, and landlines in Mexico. Over-the-top amenities are included for everyone, including the state-of-the-art Playroom, complete with bumper cars; a huge variety of upscale dining options and bars, not to mention world-class entertainment and nightlife. With the added indulgences of an Awe Spa® for hard-core pampering, an incredible Bowling Alley, and the Jack Nicklaus Signature Golf Course within nearby reach, Moon Palace The Grand has endless options for wholehearted enjoyment, and much more.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Stayed here because it was recommended by "friends of friends". This resort tries to be everything for everyone and it largely succeeds at doing so.
The room was quite spacious and the photos are basically accurate. The only thing that wasn't complete clear was a ledge that went from the desk area down to the seating area. There was no rail or barrier, so if you have young children you need to watch out. TVs had HDMI inputs from the desk and Chromecast was available. Internet speeds were good, but coverage may not be the best (it was not possible for me to have a Teams call while walking). Oddly, the hotel provides shampoo and conditioner in pumps in the shower, but no shower gel.
I did not have problems getting reservations and started booking while we were being checked in. I was able to get reservations for all the restaurants I wanted right away mostly at the times I wanted. For future dates, I went into the app at 7 am. We only ate at the buffets for breakfast as we got reservations for every day we were there. Food was very good all around the resort with our favourites being Habibi and JC Steakhouse. Wanted to recognize Maria at Circus and Daniel at JC who gave us great service.
Pools were not very crowded and we did not have issues getting chairs at any time of day, although we stayed closer to family pools. Although the resort reports that many pools are heated, the only one that was noticeably warm was the one near The Grill. Waterpark was much busier but because it was so large, it didn't feel crowded. The adult pool was busier and had loud music playing there the whole day if you enjoy that. The beach was not great, with everyday we were there being a red flag day and very few people actually went into the water due to high levels of seaweed, although the hotel did have a tractor clearing it up frequently (while avoiding sandcastles), so I'm not really counting this against the hotel since there's little they can do about it. Exercise room was very busy in the early morning, but by mid-morning, it was basically empty. Exercise room had both dry and steam saunas which were great.
My wife had a massage at Awe Spa and said it was great, with healthy food and drink options there as well.
For smokers, there are designated smoking areas, but they do not appear to have ash bins there. I did not see many smokers at the resort.
Staff and service were great everywhere. There are staff selling memberships there but I did not find them to be pushy or aggressive in any way.
It's worth noting that the resort is huge, with many things as much as a 20 minute walk away depending on where you are. There are numerous golf carts to take you to where you need to go, although sometimes they tend to be full
The only negative, other than the beach, that I would cite would be consistency of housekeeping. When we arrived at our room, there was some spilled coffee near the machine (to be fair, I did not notice it until the bellhop pointed it out) but housekeeping came to clean it up. On several days, even by the late afternoon, the room was not made. Usually a message or request to the front desk via the app took care of things and when housekeeping came, they did an excellent job.
Overall, I found this to be one of the best resorts I stayed at, especially at the price we paid. I wouldn't hesitate to book here again.
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Date of stay: February 2025
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from The Palace Company Management, Owner at Moon Palace The Grand - Cancún
Responded 2 weeks ago
Dear BB_Traveller514; Thank you for taking the time to share such a detailed review of your stay at Moon Palace The Grand. We truly appreciate your feedback and are delighted to hear that you had a great experience overall. We’re glad you found the accommodations spacious and well-equipped. It’s wonderful to know that you enjoyed the dining options and were able to secure reservations with ease. We will be sure to recognize Maria at Circus and Daniel at JC Steakhouse for their outstanding service. Your insights into the pools, water park, and fitness facilities are valuable, and we’re happy you were able to take full advantage of these amenities. Regarding the beach, we appreciate your understanding. Our team works diligently to minimize the impact of seaweed, but as you mentioned, nature can sometimes be unpredictable. We're glad to hear that you noticed our efforts to maintain a clean and enjoyable beach area. We sincerely apologize for the inconsistencies with housekeeping. While we’re pleased to know that our team promptly addressed any concerns, we will reinforce the importance of timely service. It’s fantastic to hear that, despite these minor concerns, you consider our resort one of the best you’ve stayed at. Your kind words about our staff and service mean a lot to us. We would love to welcome you back for another memorable stay in the future. Best regards, Carlos Brahms E-Concierge
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July 23 – August 1, 2024, Trip Review. A very special and memorable vacation at The Grand at Moon Palace! This vacation was special for us as we brought our 15-year-old Godchild for her third visit to The Grand. She last visited 7 years ago and only remembered that visit vaguely. We hoped to create some special memories with her on this trip. Our reservation agent for this trip was Carlos. He did a wonderful job helping us set up this vacation to our satisfaction. He answered all our questions in a warm, friendly manner, and completed our arrangements quickly which we really appreciated. We arrived at the Cancun airport on time, got through customs quickly, and our luggage came through rather quickly as well despite the crowds. This was much improved since our last vacation in November. After contacting the Palace Transportation Representative at the airport and a brief wait for our car, our transport driver, Miguel, collected us, provided us a cool drink, and took us to the resort quickly and efficiently. He was very courteous and warm. As we were anxious to get to the resort, he made the trip go very quickly. We were warmly greeted at the lobby by the bellman, Frederick Usher, with a cool wash cloth and a fresh flower. After taking care of our luggage, we were immediately taken to the Diamond Lounge where Alexandra provided champagne and a snack. What a welcomed treat after a long day of travel. Our Diamond/Residence Concierge, Daniela Randon Gonzalez, greeted us warmly and checked us in efficiently. Even though we just met, we felt like old friends. We reviewed our itinerary that she had completed and sent to us before our arrival and everything was done perfectly. While our room was not ready upon arrival, Daniela was able to get us a room in building 89, our favorite. Daniela was always available when we needed her and always warmly and graciously attended to our needs. On those rare occasions when Daniela was unavailable, our old friend Irais Castro jumped in to help. Since we were celebrating our Godchild’s 15th birthday, Daniela with the help of butler Viviana, another of our Palace family friends, decorated our room, and provided special treats for her. Our Godchild loved it! Daniela also notified the restaurants we visited and they made a point of singing to the birthday girl. This was very special for Zoey. A special thank you to Daniela and Viviana!! Anytime Viviana saw us, she warmly greeted us and asked if we needed anything, even though she was not “our” butler. They were truly superb. The Pool Concierges were excellent as always. At the Diamond Pool, Hector, Jose, Sulema, Carlos (Charlie}, and Israel took wonderful care of us during our stay. Each day they prepared our cabana and lounges and stopped by often to see if we needed anything. They provided our favorite beverage in an ice bucket for us and saw that we never ran out. As we were celebrating our Godchild’s birthday, Sulema, Carlos, and Hector decorated our cabana with balloons to mark the occasion. Israel, their supervisor, Esmerelda, Sulema, Carlos, and Hector sang Happy Birthday to her at the pool and provided her with a special treat. Truly memorable. Anel and Fernando, other pool concierge that we know, stopped by to say hello, and make sure we were being cared for. Carlos (Charlie) even asked the chefs at the Grill to make a special lunch for us. Carlos knew we enjoyed Empanada’s and asked the Chefs at the Grill to make some for us. Chefs Carmelina and Mariano brought an assortment to us at the pool. What an absolute treat! They were simply outstanding!! Also, Chef Jhovani at the Pool Kitchen made us a special meal of Shrimp Tacos, another outstanding treat. The whole group, concierges, chefs, servers, all couldn’t have been better. They made our stay very special!! The waitstaff at the pools was also exceptional as well. Jorge, Angel, and Irving made sure we had everything we wanted. Nothing was too much trouble for them. Excellent job! A quick “kudo” to the entertainment planners. The bands that performed during the week at the Olympic Pool were wonderful. The variety and the talent of the performers was exceptional. The Cash and Saladas, were simply terrific. They certainly made our stay most enjoyable. Our only disappointment was that the resort no longer carried Carona Light beer, our favorite!
At the Spa at the Grand, the services provided were superb. Santiago Duran Guadelupe provided a wonderful mani-pedi for Dorie. Paola Dayana Reyes Torresi provided the mani-pedi for Fran. And Alejandra Cruz Dominguez provided a mani-pedi for Zoey. Additionally, Diana provided a message for Fran. All services were provided in a professional, gracious, warm, and friendly manner. We always look forward to the spa services when we come. The Transportation Team was exceptional also. We often called upon them to get us to the lobby or to restaurants as we needed. Among them were Roque, Jesus (Chewy), Raul, Paulino, Jose, Gil, Elmiro, Florenzio, Rigoberto, Emiliano and Rigo. Always, they all were cheerful, courteous, professional, and sometimes entertaining, delivering us safely to our destinations. On this trip, we decided to go swim with the Dolphins. Our transport driver, Eduardo, was also great. He delivered us and retrieved us on time, efficiently, and courteously. Excellent Work by all, and very much appreciated!! A note about the sales team. We did attend an update meeting with Paty and Hugo Anglo. Paty and Hugo took the time to explain our membership in detail, make some recommendations for the future, and answered our questions. Additionally, we were able to voice our concerns about some of the policy changes being made by Palace affecting members. Although we didn’t upgrade on this trip, we were glad that we took the time for this meeting.
Breakfast: We enjoyed breakfast at several different restaurants during our stay. At Cusco, our servers were Marco and Martin. They arranged for the staff to sing Happy Birthday to Zoey and brought her a special desert complete with a candle. At Caribeno, Host Carlos seated us and Wendy, Saul, and Miles were our servers. We also had room service bring us cinnamon rolls and coffee a few times. Ismael, Israel, and Bathazar very kindly served us. Very caring, warm, and friendly service was provided by everyone! The food and the service were superb throughout.
Lunch: We often ate lunch at the pool. The selections available were always more than we could have wanted. Chef Jhovani, and the kitchen staff near the Diamond Elite Pool always prepared the food well and it was always wonderful. They were always concerned about Dorie’s food allergies. The servers (mentioned above) and this kitchen staff were always more than willing to provide whatever we desired. We also went to The Grill on one occasion for lunch. Griselda provided wonderful service and the food was superb as always. We also wanted to give a special mention to Chef Abraham at the brick pizza oven at Carribeno. We visited him often for lunch and his custom pizzas were always terrific!
Dinner: On our first night, we dined at Circus. Estephania seated us and we were greeted by Alberto. Both were concerned about Dorie’s food allergies. They presented Chef Joshua’s recommendations, to which Dorie agreed, and Diego and Mariana provided wonderful table service. Estephania also presented Zoey with a birthday treat! What fun we had. The entertainment was captivating and the food wonderful with warm, gracious, and friendly service. We visited Carvao on our second night. Manager Ava addressed Dorie’s food allergies with Chef Paulino, while Alberto, Daniel, Manuel and Javier provided superb table service. The Chef provided a wonderful meal, and Jose, the Somalia, provided another great wine. A simply wonderful evening with great food and terrific service by everyone. At Gondola, we met our friend Eduardo Carballo for dinner. He had reserved a special room so we could catch up and enjoy each other’s company. Ava, the manager, and Chef Arturo addressed Dorie’s allergies, while servers Arturo and Pedro provided wonderful table service. Somalia Roberto Avonse provided a great champagne for us to enjoy. Additionally, the staff also sang Happy Birthday to Zoey and provided a special desert. A very, very special and wonderful evening! We next visited JC Steakhouse. Our friend and favorite waiter Ernesto along with Emiliano provided service for our meal. Chef Balthazar and manager Caroline addressed Dorie’s allergies. The food was great and the service impeccable. Our table was decorated with rose petals in honor of Zoey’s birthday. What a nice surprise! Another great evening. It was great to catch up with Ernesto as well. We visited Tavola twice during our stay. On the first occasion, Server Angel provided great recommendations and attentive table service. Somalia Fernando provided us with our favorite champagne. The staff also sang happy birthday and provided another special desert! A great evening! On our second visit, server Alfredo took very good care of us. The food was excellent as always! Another terrific evening with great food and great service. At Trattoria, Ismael our server, took terrific care of us with first rate table service. He worked with Chef Christian to address Dorie’s food allergies. Chef Christian provided another wonderful meal for us. Somalia Walter brought our favorite champagne, and Pedro brought Zoey another special desert after the staff sang happy birthday yet again! It was another wonderful evening with warm, friendly, superb service, and terrific food. We visited The Grill on our next night. After being seated, servers Rodrigo, and Juan Carlos, provided extraordinary service for us including singing happy birthday to Zoey and providing a special desert. Manager Ignasio and Chef Enrico greeted us and checked in with Dorie to address her allergies. Somalia Fernando provided our favorite champagne. All in all, yet another fine meal with great service. Additional Notes: As we wanted to do something special and memorable with our Godchild, we decided to swim with the dolphins. Our transport driver, Eduardo, picked us up on time and delivered us quickly to the park. Our guide and trainer, Ceasar, was marvelous. After introducing us to dolphins Tsunami and Flex, he answered our many questions while entertaining us with their fantastic abilities. The dolphins kissed us, shook our hands, and pulled us through the water among other things. We were wonderfully impressed with the dolphins and Ceasar! After the fun, Eduardo returned on time to collect us and take us back to the resort. This experience was well worth it! We were pleasantly surprised on this trip to find that the Kassette Karaoke Bar now had “family time”. When they first opened last year, it was adults only. As our Godchild was an avid singer, Daniela helped us change reservations so that we could visit Kassette on two occasions. Alma, our server brought us our favorite beverages while we enjoyed the entertainment. The DJ there also asked Zoey to the stage as the whole room sang happy birthday to her. What fun it was to hear Zoey, as well as many other talented children and adult’s sing. We really enjoyed this activity!!! During our stay, we often stopped by Boulangerie for a desert, a coffee, tea, or a snack. The staff was always warm and friendly. The food, always fresh and delicious. A great place for a quick stop and snack. We also wanted to give a special mention for Martin, the room service supervisor who we met when delivering popcorn to our room one evening. He was much more that gracious and delightful to meet. And, the popcorn was a welcomed treat as well.
Alas, our vacation was over. Bellman Carlos collected our luggage efficiently and courteously after which we decided to walk to the lobby. Our Concierge Daniela checked us out quickly and even ordered a snack for us to take along with us. Our Transport driver took us to the airport in a courteous friendly manner. There were no significant delays despite the crowds. From the time we left the resort to the time we arrived at the gate was about an hour. All in all, another terrific, safe, and memorable vacation that we’re sure our Godchild won’t soon forget! The warm, friendly, gracious staff always make us feel very special and go out of their way to assure a wonderful stay. The entire staff does a simply awesome job! All their efforts were truly and greatly appreciated. As we have been coming to the Moon Palace for over twenty years, we consider all the staff members, old and new, part of our “Palace Family,” and look forward to seeing them on our next visit! Until the next tine, Best Regards, Fran and Dorie Budzik
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Date of stay: July 2024Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Palace Management, Owner at Moon Palace The Grand - Cancún
Responded 19 Aug 2024
Dear Fran and Dorie Budzik; Thank you for sharing such a detailed and heartwarming review of your recent stay at Moon Palace The Grand. We are thrilled to hear that your vacation was filled with special moments and that we were able to contribute to creating memorable experiences! It’s wonderful to know that our team members, especially Daniela, Viviana, Carlos, and many others across various departments, were able to make your stay so enjoyable. We strive to provide a warm, welcoming, and attentive service, and your kind words affirm that our efforts are truly appreciated. We are glad that you enjoyed the dining experiences, poolside service, and the special touches that made your stay unique. We will certainly pass on your compliments to all the team members you mentioned, as they will be delighted to know they made a positive impact on your visit. We also appreciate your feedback regarding the variety and quality of services you experienced, from the transportation team to the spa and entertainment. It’s feedback like yours that motivates us to continually enhance our offerings and ensure each guest has an unforgettable stay. Your loyalty over the past twenty years is truly valued, and we are honored to be considered part of your Palace Family. We look forward to welcoming you back for many more years to come and to continuing to create lasting memories together. Until next time! Best Regards, Carlos Brahms E-Concierge Moon Palace The Grand
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We just returned from a wonderful family week at The Grand at Moon Palace! We've been Palace members for years and each time we go we are filled with such joy and pleasure. This week we gathered as family in the villa in Bldg 93 - such a great location, close to the beach, the pool, Cusco, and a short walk to the waterpark for the grandson! The villa itself is spacious with a large gathering room and dining room/kitchen along with the dip pool and jacuzzies on the balconies - favorite relaxing and play spaces. Great house keeping. We enjoyed a private dinner in the villa - a gracious break from being out each night. Concierge Lilia and Butlers Tony and Edward attended to our planning and every need - they were always checking on us - handling reservations and transportation daily. The daily coffee and pastries delivered to the room each morning was a treat! We can't thank them enough.
Breakfast daily at Cusco with Wendy who took such good care of us - anticipating our needs - adding flowers and fruit platters - and, with Brenda, rescued us by bringing us a bottle of dish washing soap for the baby bottles!
Dinners everywhere were incredible - great food and wait staff. Sommeliers Jorge Diaz, Martin, Fernando, and Walter were great! Our first experience at The Circus for the grandsons was a load of fun and bowling was a family highlight. Our 4 year old grandson enjoyed the indoor playroom and the outside water park - digging holes at the beach - and the bubbles (foam party) for kids at the beach - and of course, lots of golf cart rides. Jose Gambino is the best pianist both in the Lobby and the Library. Ana and Fernando took great care of us in the Library.
We enjoyed golf, though wet, the course was in great shape and breakfast at Riviera Mya is a treat.
There is something at The Grand for all ages and interests. That's why we choose to bring the whole family together there! We will return!
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Date of stay: November 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with family
Room Tip:Come to relax & enjoy! Don't stress! Yes, there are constant renovations and improvements...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Carlos Ivan Chuc Brahms, Owner at Moon Palace The Grand - Cancún
Responded 20 Nov 2024
Dear powello2023, Thank you so much for sharing your very detailed experience. It fills us with joy to know that you had a wonderful vacation at Moon Palace The Grand and that everyone, from the little ones to the adults, enjoyed their time with us! It is a pleasure to know that the villa, the location and all the services, such as the attentions of Lilia, Tony and Edward, made your stay so special. We also greatly appreciate your compliments to Wendy and Brenda for their dedication in Cusco and to our sommeliers, Jorge Diaz, Martin, Fernando and Walter, and the team at The Library, Ana and Fernando. We are delighted to hear that the golf, family activities, and entertainment experiences were a success for everyone. We are thrilled to hear that the resort met your expectations in every way! It will be our pleasure to welcome you again on your next visit and continue to create unforgettable memories for the entire family. Thank you for your loyalty! Respectfully, Carlos Brahms E-Concierge Moon Palace The Grand
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An all-inclusive hotel that ultimately has many attractions on its premises, however the service of the reception staff is extremely bad. There was a day they didn't do the cleaning in the room, I reported that the TV didn't look good and the bathroom towel holder was broken and they never fixed it. As for the gastronomic offer, it is quite a lot with international restaurants, but being all inclusive, the quality of the food left much to be desired. If you have patience, the place is for you, because to go to the beach or Water Park or Lobby, you need internal transport to take you and sometimes the waits are more than 10 minutes.
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Date of stay: January 2025Trip type: Travelled with family
Room Tip:Recuerden que es un hotel muy grande en donde ir de un lugar a otro, requiere hacer uso de los...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I have previously stayed at The Grand (+5 times) and have always been blown away by the luxury and service… unfortunately I don’t think we’ll be back after our last disappointing stay. The resort is in dire need of renovations: the water park, pool areas, walk ways, halls and lifts show damage with tiles lifting, exposed wires and pipes, mould and marks. The resort had multiple restaurants closed during our stay including Caribeño, Los Tacos, The Grand Buffet, The Grill, Joe’s Deck and Riveria Maya. Rooms are no longer equipped to a 5* standard: no shower gel, conditioner and shampoo fastened to wall, one small tube of body lotion, a tiny amenities kit with 2 cotton buds. Housekeeping often has to be called to actually have room cleaned by 5pm which is extremely late. Mini bar not restocked unless requested. On our last day Joe’s Deck opened for lunch (the toilet facilities remained closed) and a rotten wooden beam fell. It narrowly missed a diner. Staff were more concerned with hiding the beam than ensuring the guests were ok. The kids room in the water park is normally one of our favourite activities however the majority of games were out of order. The under 7s area upstairs had exposed concrete floors where foam mats had shifted. The remaining equipment was badly patched up with stickers. The play room is now mostly made up of cheap plastic climbing frame type toys when previously it was fantastic. There is now a small trampoline however the safety net is broken and missing a zip so completely unsafe. I must also mention that the playroom used to have a secure entrance where children were signed in and out and brackets were used as ID to ensure safety. The entire check in process and desk is gone meaning children can freely come and go which is hugely dangerous when situated in the middle of a water park. There is a heavy sell on palace membership - there are hundreds of members of staff in the members building. If more attention was paid to bringing the resort back to its prior glory, I’m sure more guests would join palace resorts as members. It is obvious that money has been taken from the grand to focus on finishing the Punta Cana property. A hugely disappointing stay!
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Date of stay: October 2024Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Carlos Ivan Chuc Brahms, Owner at Moon Palace The Grand - Cancún
Responded 7 Nov 2024
Dear citygirl1986, Thank you for taking the time to share your honest review with us, It troubles us to know that, as a recurrent guest, you weren't able to enjoy your last stay with us. We regret knowing about the several facilities imperfections that you face throughout your stay, we would have loved to be aware of these imperfections at the moment to be able to provide you with a proper resolution and to follow up timely with the corresponding departments, we regret that our renovations and the closure of certain areas due renovation have been so disruptive to your vacation. We understand that this is not the kind of service that you deserve to receive and of course is not the kind of service that characterizes us or that we are used to providing, Our guest's well-being is one of our main priorities, and it is unfortunate to know that you didn't perceive it like that this time. Rest assured that your feedback and photo evidence will be taken into consideration for future improvements and shared with the corresponding departments to address them immediately, We hope you give us the opportunity to welcome you again soon and to be able to improve your perception, Respectfully, Carlos Brahms E-Concierge Moon Palace The Grand
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From the previous recommendations we already wanted to meet him and there was the trip planned when Beryl passed. The first good point was that it was possible to relearn without overcharging. It is an all inclusive hotel, with delicious foods and pools and very nice beaches. The Spa is IMMENSE, excellent service and with spacious spaces, comfortable and very clean; it looks luxurious. The Circus restaurant is a beautiful experience: everything is themed and there is a mid-dinner show. There are many activities and the service is attentive and good. We bought the membership even though we were thinking of letting it go, we want to continue vacationing in the consortium. Even though it is expensive per person night, it was at 100 during the first week of August, in fact, the membership vendor told us that it is always super full in summer. Areas of opportunity are the cleanliness of the pool and corridors (they did not sweep for four nights and the pool was half cloudy), that we reported at the end of the stay. The TV in the room did not turn on but we only tried to watch it when packing our bags back (there is no reason to stay watching TV in the room). The shuttle service is efficient (golf carts) as the place is immense, the shows very cute and is very close to the airport. Highly recommended to go with young children 🤟🏻
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Date of stay: August 2024Trip type: Travelled with family
Room Tip:Evitar ir en verano
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We just came back from a 4 nights vacation at The Grand. Everything seemed so pleasant on check-in but when we reached our room we could see the visible wear and tear and were very disappointed to see broken mirrors, smell of dampness in the room, AC making a weird noise, not properly sanitized washroom. We were there so we decided to make the best of it, but everything just kept on disappointing us. You can't make a reservation on the app unless you have checked in and at that point, all restaurants were already full so we had to eat all the meals in the Grand Buffet. One of the nights, it was Mexican buffet and at 7 PM there was no guacamole left! Who serves mexican food in Mexico without guac? The ice cream in the buffet was all melted, no one bothering to fix any of the problems we would report, waiters not willing to stop by to take the drink orders, all in all horrible service. Next day, we decided to just order room service for breakfast which by the way never came. When we called after an hour, the concierge on the phone is arguing with me (rather than apologizing or offering to fix the situation) that it takes time for the food to come, it will come in 10 minutes. It didn't come in even 60 minutes, so we decided to cancel from app and went to eat at the Buffet again. You try to book anything and its all paid shows, the all inclusive is a big sham. The resort credits are good for nothing except for spa credits but you have to pay 16% tax in cash as that will not be covered in the resort credits. So to use resort credits, you need to still spend money. The washrooms in the lobby area were cleaned for an eyewash and not thoroughly cleaned at all! Multiple times, I saw the staff on their phone rather than listening to what the customers are trying to say. Just making a big resort is not good enough, if you are not able to maintain it and manage the operations effectively, why will anyone want to come back? And to top it all, they kept pushing us to buy some kind of membership to come back again! Why will I ever come back again with this kind of service?
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Date of stay: December 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from The Palace Company Management, Owner at Moon Palace The Grand - Cancún
Responded 2 Jan 2025
Dear 33nidhia; Thank you for taking the time to share your detailed feedback about your recent stay at Moon Palace The Grand. We deeply regret that your experience fell short of your expectations and sincerely apologize for the challenges you encountered during your visit. Your concerns have been shared with our management team. We are especially disappointed to hear about the issues with cleanliness, restaurant reservations, and room service delays, as these are far from the high standards we aim to provide. We understand how frustrating it must have been to face these inconveniences, and we are committed to addressing them. Your feedback is invaluable in helping us identify areas that need immediate improvement. We truly regret that your vacation did not reflect the exceptional experiences we strive to deliver. Should you give us another opportunity in the future, we are confident that we can provide you with the seamless and enjoyable stay you deserve. Thank you again for your honest review. We appreciate your time and candor. Sincerely, Carlos Brahms E-Concierge
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This resort is a showroom for timeshare presentations. We, family of 4, stayed here recently and was not impressed. While the lobby is impressive the rooms are terrible. We were given a room with 2 DOUBLE BEDs. The option was 1 king or 2 doubles. How can you call yourself "The Grand" and offer such tiny beds for 4 people and charge 1000$ per night?? Our AC unit sounds like a idling semi truck engine. We were unable to sleep at night with it on, but it was too hot to turn it off, we were miserable. Everyday housing keeping takes our old towels but doesn't leave new ones. So everyday we call room service to get us new towels, but we feel obligated to tip for their service, so basically everyday we have to buy new towels from room service. Every morning bus loads of people are shuttled in from the neighboring resorts. They are given free day passes in exchange for timeshare presentations. As a result, the resort is CROWDED. Most restaurants require a reservation and due to the crowd, all restaurants are always booked. Reservations must be made days in advance, we had to wait till pass midnight to book reservations for 2 or 3 days later. Meaning the first 2 or 3 days you are stuck eating at their casual spots like the buffet. The food is terrible, even their fine dining is equivalent to cafeteria food. I'd rather eat at Panda Express than their Jade restaurant. The resort credit is useless, I did not use mine. Example: it costs about 250$ resort credit per person to go see Ek Balam. But on top of that they charge transportation of about 100$ per person and a 16% tax. So for a family of 4 it costs 1000$ resort credit, and 560$ out of pocket additional plus tip for a 1 day excursion. Spa credits are pretty useless too. All resort credits are charged a 16% tax that you pay out of pocket.
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Date of stay: April 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with family
Room Tip:Restaurants are difficult to book, pools are crowded, beach is crowded. Resort credits are useless.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Palace Management, Owner at Moon Palace The Grand - Cancún
Responded 18 Apr 2024
Dear songj766; Thank you for sharing your feedback about your recent stay with us. We are truly sorry to hear that your experience did not meet your expectations. We apologize for any inconvenience you experienced. Your comfort is important to us, and we regret that we fell short. Regarding the availability of restaurant reservations and the crowdedness of the resort, we understand your frustration. We strive to provide a pleasant dining experience for all our guests, and we apologize for any inconvenience you experienced during busy days. We will take your comments into consideration as we continue to improve our offerings and services. Please know that your concerns have been noted, and we will address them internally to ensure that we can provide a better experience for our guests in the future. Once again, we apologize for any inconvenience, and we hope to have the opportunity to welcome you back for a more enjoyable stay in the future. Kind regards, Carlos Brahms E-Concierge
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Just got back from an amazing vacation with my family! We’ve been vacationing at Moon Palace for the last 15 years and have stayed at The Grand since its inception. We brought our two sons, 7 and 5, this time so the trip was mostly centered around them and their experience. Our highlights from the trip included breakfast at the Caribeño restaurant, poolside lunches, the various dinners especially at Tavola and Momo Teppanyaki. The kids enjoyed their time at the Playroom and the water park as well as playing on the beach and the pool. We saw multiple shows and even got to release baby sea turtles. The drinks were delicious the entire trip and the service was exceptional. We had the most incredible pool-side waiter named Irineo who always kept our drinks refilled without us even having to ask for more. He also would have towels set up with waters on ice waiting for us as soon as we finished breakfast. We’ve always had great service at this resort but his customer service was top notch!
The only con (as someone who has been going to this resort for many years) is that we felt the housekeeping and up keeping of the hallways outside of the rooms was disappointing. Our rooms were cleaned each day but our sheets were never changed during our entire stay (there’s a note in the bathroom about them being changed every three days) and with young kids we definitely needed new sheets after a few days. The hallways were littered with room service plates and trays and often animals would scatter the food overnight making the halls a complete mess by the morning walk to breakfast. When we first started staying at Moon Palace, the halls were routinely scrubbed and I’m not sure they were scrubbed the entire week we were there unfortunately.
Overall, the kids had an amazing time and we are still looking forward to going back.
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Date of stay: November 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Carlos Ivan Chuc Brahms, Owner at Moon Palace The Grand - Cancún
Responded 20 Nov 2024
Dear G7014XZnicoleg, Thank you for taking the time to share your detailed review with us. We are so happy to hear that your family had an amazing vacation at Moon Palace The Grand and enjoyed so many aspects of the resort, such as the breakfasts at Caribeño, the dinners at Tavola and Momo Teppanyaki, as well as the activities for the kids. It is great to know that Irineo's service made your experience even more special. We will pass on your kind words to him, as he truly strives to provide the best service. We are very sorry to hear about the inconveniences you mention regarding hallway maintenance and housekeeping. We appreciate your comments, and we assure you that we will work to improve these details and continue to offer the quality that our guests deserve. We look forward to welcoming you again soon and hope you continue to create unforgettable memories on your next visit, Thank you for your loyalty! Respectfully, Carlos Brahms E-Concierge Moon Palace The Grand
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
“The Grand” is really quite average. Went as a group of 18. The adults gave it 2.5 stars and the kids 4 stars. The driver for the adult score was value. If you pick up the posted deal at $500/ night it would score higher. At 2-3x that price for spring break - you can make a much nicer vacation than this place.
Pros: - the water park is great. There are height restrictions if your kids are younger but want to do the bigger slides. - The other pools are great as well and the pool staff were attentive. - Staff is wonderfully kind. - There are lots of virgin sugar based drinks for your kids to try.
Cons: - The food is not good. Best bets are sticking to meals that are made fresh in front of you. The special stations at the buffet are better than the restaurants (if you eat good steak at home - skip this steak place for sure). The Italian pizza place was the best sit down restaurant we had. I also recommend the hibachi place at Sunrise (again made fresh in front of you). - Housekeeping is understaffed. It took two days to get roll-aways sent to our room. And they came at midnight with no bedding. We had to call every day at 6p for our rooms to be made. - It’s really big. If you leave your kids googles in the room, it’s a 20 minute round trip to retrieve. - I can’t imagine going here if you’re on an adults only vacation.
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Date of stay: March 2025Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from The Palace Company Management, Owner at Moon Palace The Grand - Cancún
Responded 2 days ago
Dear Mr. mbremehr; Thank you for sharing your detailed feedback. We’re glad to hear that your group, especially the children, enjoyed the water park, pools, and the attentive service from our staff. Ensuring a memorable stay for families is one of our priorities, and we appreciate your recognition of these aspects. We regret to hear that some elements of your experience did not meet expectations. Your comments regarding housekeeping and dining options are valuable, and we will be sharing them with the respective teams to continue improving our services. We understand that the size of the resort can be a factor, and we always strive to provide convenient transportation options to make navigating the property as smooth as possible. We truly appreciate your insights and hope to have the opportunity to welcome you again for an improved experience in the future. Best regards, Carlos Brahms E-Concierge
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Hi Mr. Kevin! Thank you for reaching us. We’re happy to share that we do have servers available in the beach area to attend to you, so you can relax and enjoy your time by the ocean without having to leave your spot. Our team will ensure you have everything you need, including refreshing drinks.
There are more places to choose from in the Cancun area.
PRICE RANGE
₹57,821 - ₹88,230 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
1,316
Prices are provided by our partners, and reflect average nightly room rates, including taxes and fees that are fixed, known to our partners, and due at time of booking. Please see our partners for more details.
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