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Carretera Federal 307 km 340 Cancun-Chetumal, Cancun 77504 Mexico
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About

#17 of 271 hotels in Cancun
Location
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Value
2022 Travellers' Choice Best of the Best
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.
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Pool
Fitness Centre with Gym / Workout Room
Free breakfast
Beach
Bicycle rental
Babysitting
Valet parking
Wifi
Hot bath
Lazy river
Pool / beach towels
Infinity pool
Adult pool
Outdoor pool
Heated pool
Private pool
Fitness / spa changing rooms
Fitness classes
Sauna
Bar / lounge
Coffee shop
Restaurant
Breakfast available
Breakfast buffet
Kid-friendly buffet
Snack bar
Swimup bar
Poolside bar
Golf course
Tennis court
Water park
Aerobics
Bicycle tours
Entertainment staff
Evening entertainment
Table tennis
Nightclub / DJ
Indoor play area for children
Children Activities (Kid / Family Friendly)
Kids club
Kids' outdoor play equipment
Free airport transportation
Airport transportation
Shuttle bus service
Car hire
Business Centre with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Full body massage
Head massage
Massage
Salon
Steam room
Rooftop terrace
24-hour security
Baggage storage
Concierge
Currency exchange
Gift shop
Non-smoking hotel
Shops
Sun umbrellas
ATM on site
Butler service
Doorperson
24-hour front desk
Dry cleaning
Laundry service
Ironing service
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Room features
Allergy-free room
Air conditioning
Additional bathroom
Housekeeping
Private balcony
Minibar
Refrigerator
Flatscreen TV
Room service
Safe
VIP room facilities
Iron
Laptop safe
Wake-up service / alarm clock
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Room types
Ocean view
Non-smoking rooms
Suites
Family rooms
Good to know
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Languages Spoken
Spanish
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11775Reviews2055Q+A100Room tips
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kgoldfien wrote a review Yesterday
Mansfield, Massachusetts32 contributions58 helpful votes
Our family stayed here for a week in August. Our opinion is that it’s a perfectly average resort and not worth the above-average price point. Our biggest complaint is that both of our children were injured in the pools by broken tiles. They both endured deep cuts - one of which required glue (she probably needed stitches, but the glue seemed to hold it). I saw several other people with similar injuries - the tiles pools are clearly not adequately maintained. Our children were injured on different days and the staff are absolutely clueless about how to handle an emergency. Both instances were shockingly mishandled. For my younger daughter, we couldn’t even get a bandaid. They insisted that we had to “wait” for public relations and for us to sign a waiver before a paramedic would look at her foot. In reality, a piece of gauze and a bandaid would work, but instead, my husband had to carry her back to our room so we could patch her up. The paramedic eventually showed up at our room….along with public relations and a stack of liability waivers. Why don’t they have basic first aids available at the pools/restaurants/bars??? This seems like basic common sense. My older daughter was cut in the wave pool at the water park. Her cut was worse. A lifeguard assisted her out of the pool. Her sister came to get us. The paramedic was already there, but for some reason the lifeguard was bandaging her up. They wanted us to wait for public relations, who then offered a doctor. The paramedic felt that she could bandage her up, so we opted to go that route since we were heading home that afternoon. It is simply unacceptable that the pools are in such unsafe disrepair that guests are constantly being injured. The other reviews that discuss how extraordinarily extensive the wait times are for meals are not exaggerating. It is 2 plus hours to sit for dinner. I understand “busy” and “full capacity” but 2+ hours to wait for dinner is unacceptable. It’s not “understaffed” at that point, it’s “oversold”. You can get lucky and make reservations in the app, when the app is working and if you’re willing to eat at odd times. However, then you miss the shows. We did get to see the David Magee show and it was quite good. The resort and rooms are beautiful. It’s very big and there are a lot of places to explore. The shows that we did see were nice. The kids really liked the kids club, and the grownups went one rainy afternoon too to play mini golf and arcade games- which was fun! We didn’t find the timeshare people pushy - we said no, thanks, and they really didn’t bother us again. Pro tip: we took our phone off the hook because I would be livid if I got a 8am call! We never had an issue finding pool chairs - at any time of day. It’s also pretty easy to get lunch at the sit-down restaurants without a long wait. The spa was nice but we don’t get the hype about the hydrotherapy. It was fine but definitely didn’t take the 90 minutes that they recommended. The rooms are very nice and the people that care for the rooms and the room service staff are very friendly. The app isn’t great but it does work better when you’re here - so it was quite useful for requests and room service! The interactive map is also useful…this place is HUGE! We never waited more than a few minutes for the occasional times we wanted a golf cart. We are walkers, so the size wasn’t an issue for us, but I can see how the size could be intimidating for some. I don’t think it would be a problem- the carts really are very, very frequent. We were in building 87 and I would recommend it. It’s very central.
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Date of stay: August 2022Trip type: Travelled with family
Room Tip: Building 87 is very central. Dine at lunch instead of dinner. Wear pool shoes in the pool so...
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Joan T wrote a review Jun 2021
Southold, New York6 contributions27 helpful votes
Hotel's Favourite
My family and I traveled to Cancun (Moon palace) last wk 6/6/21 - 6/13/21. The resort is very conscientious regarding Covid. I had no fears about "catching" it. The staff were wonderful, especially at the Grand: Somelier Mauricio, Juan Jose Ramirez, Norma Angelica and Miguel (concierge at the diamond pool.) I will be back.
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Date of stay: June 2021
Location
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
15 Helpful votes
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Response from social media Palace Resorts, Propietario at Moon Palace The Grand - Cancún
Responded 14 Jun 2021
Dear JoniTork; Thank you for choosing The Grand at Moon Palace Cancun. It is great to read your positive review, we thank for taking the time to share it with us, we are pleased that you enjoyed our facilities and services. We very much appreciate your recommendation and we hope to see you again. Best Regards, Cesar Fallardi Operations Director The Grand at Moon Palace Cancun
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Gabrielle wrote a review 10 Aug
2 contributions1 helpful vote
The ground staff here could not be more amazing - all the waiters/waitresses the room service the chamber maids etc always say hello do a wonderful job. It is a beautiful buildings stunning! Incredible cleaners for such a big place. What is missing here is on the side of the management in there processes. I will explain: When we checked in we were given our room key - we were not told at this point about downloading an app which tells me more About activities/events. This is a key point to be given a map and then explained to about all the hotels you can visit as a all inclusive guest. Or how far away you are from Cancun's hotel zone or the colour of the sea here and why. As we didn't have this information we had no clue how to book trips what was in the hotel etc. The first day we went to guest services and I said I'd like to book the jungle tour and dolphin experience - the person we dealt with went on about this presentation and how if we went we could get this tour paid for from credits. We weren't explained to what this presentation even was - we presumed it must be a rep talking about trips we can take. He said turn up the next day at 830am and the trip would be booked. The next day came and the trips weren't booked so the manager took us to the vacation planner who confirmed the reservation hadn't been booked. So now I'd promised my son and partner, so then the activity planner called the jungle tours to book. Because it hadn't been booked before we then had to pay extra for all the taxis from our hotel to the venue etc. we also weren't told that in traffic it can take 2.5 hours from the hotel into cancun. So more expense unnecessary if communication had improved and the first guest services rep had been clear. Still at this point again this presentation was mentioned but no explanation of what it is. I also booked 3 tours, the Gimme More tour I could not rate highly enough to everyone. The whale shark experience you are not told that it is over 4 hours in extremely rough see and to consider taking anti sickness tablets or that it would take 3 hours because of the traffic and the fact our hotel was the last out of the 10 other tour goers to be dropped off at. This is because the hotel is not close to the hotel zone. So we had a phone call after the jungle tour when we get back asking is to this 90 minute presentation which they asked me to at 830am so I turned up and they said I could not go myself and had to have my partner and son - which I kicked off about as it's 90 minutes and still don't even know what is about - the manager was rude looked angry and I said forget it then when wouldn't even consider one person and said it's policy for 2 people. So after this i emailed a complaint. I found out from another guest this presentation is a timeshare! So why didn't someone say that from the beginning? It feels abit deceitful if someone had explained it from the beginning then we may have agreed to it! Anyway the next day we had 4 phone calls saying you missed your appointment for the presentation. That was when I walked out as I didn't see why you can't go on your own for something at this point I still hadn't been told what it is. So the person who calls tells my partner if we go tomorrow we will get $1500 dollars added to our room. So if someone offers that I thought it was because of my complaint I emailed which no body answered.. but I thought this call was it. So next day we turn up and the manager sees it's me and doesn't look to pleased. Then when we sit down they ask you job occupation etc and tell you you go for lunch and then they walk you around all the resort to show it to you and then have the rest of this presentation. Then she said we will give them $300 to the room credit - so my partner said no you said $1500 on the phone so she goes back to her manager who comes over all moody as usual and then says look there's two types - Univeral and room - you can't use it for excursions you've already booked! So they completely change as it suits and again didn't explain so we said forgot it then as constant lies. Then the lady goes back to the service manager and she comes back and says your free to go. Next thing is we had booked a tour and it's says cancellation within 24 hours before so the night before the 24 hours we rang reception to put us through and no one answered there was no email address to send to cancel and reception said only the trip planners who can do. So first thing in the morning my partner went to the trip planners to say we need to cancel - they said technically it's not 24 hours and like I to still be charged as a third party booking! Again they make everything so difficult when we tried to follow the process. The other thing the pictures don't show is that the sea at the hotel is brown, because of the sea weed they clean it well but again you need to be told this before and why. It's not the sea you expect you also don't know whether it's still safe to swim in it. They just need to be really clear and upfront about everything more information is needed. We have a week left and I hope everything else goes well. As I said the restaurants hotel pools etc and entertainment and staff is really good but the other issues above have left me know choice but to give the above score and review.
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Date of stay: August 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Gus wrote a review 9 Aug
Palms Central, Florida1 contribution
This place is absolutely a trap , they want you here to feed you garbage and try to sell you time shares , you spend half of your time waiting for food that is not good , ( Mexican Golden Corral ) the employees are very ungrateful to work , very obvious under paid , the business model to show you how bad you feel because you are not a Dr alone member , so you buy the membership and get stuck , I’m shocked of the high rating on trip advisor it shows three might be flagging reviews like mine . This would be the last time I come here or use trip advisor recommended resort. By the way it is not cheap stay at the ritz it would be cheaper .
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Date of stay: August 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Sabrina M wrote a review 9 Aug
1 contribution3 helpful votes
So this was our third time back at the Grand, second as a family as myself and husband visited in January this year for our anniversary. Overall we had a lovely two week holiday at The Grand but you can definitely see the impact that Covid has had on staffing and the service as it wasn't anywhere near the level of service we first received on our family holiday back in 2018. Pro's We loved the Cusco pool! Erick, Hector, Eduardo, Bernadico and Angela were all amazing and Erick and Hector made sure we always had a drink in hand! Lovely to see Alberto at Cusco (from Unique in Jan) is now training up to be Pool Concierge. He's such a friendly, lovely guy! The Spa's and the massages are world class - this time I was able to take my 16yr old daughter for a couples massage over at the golf Spa and was able to do the hydro therapy after with the lovely Emma who looked after and pampered us! We loved El Cantina this time around and the service and food was spot on! Rosa - (Bowling & Lobby bar) We just love her! Such a warm welcoming smile and when I was unwell on the last day she was like a mother, checking in on me & making sure I had something to drink etc. Cusco - loved breakfast there most mornings! On Site Doctor - having this facility is a god send! When we came in 2018 they were amazing with my son who'd had a reaction to a bite and even liaised with Great Ormond St to ensure they were giving him the best treatment. This time around I was really unwell on the last day and didn't know how I would make the 10hr flight home but the lovely Doctor took care of me and after a shot and some meds I made it home okay! Facilities - kids loved the bowling alley and the waterpark and we made good use of both! Carts - plenty of carts and they're always stopping asking if you need a lift - this is probably one element that has much improved since 2018! Cons Restaurants - as stated this isn't our first trip to the Grand so we understand wait times and usually go and grab a buzzer and get a drink and play cards etc. However, the wait times did seem a bit excessive this time around and you no longer have the ability to book the reservation only restaurants on Open Table so having to ring every morning at 10am and be on hold for anything up to an hour was a bit of a pain! We also found many times at dinner some element of our order was forgotten about and never brought over. Casa Mia which was our favourite in Jan, was a much rushed experience and didn't have the same wow factor. I understand that staff are trying to turn over tables but it shouldn't come as a detriment to the overall experience. Sales Teams - we are members and did the presentation just to see what was on offer, I think once they realise that you're not going to budge budget wise they soon ship you out! I just found their tone a bit off and there are so many of the sales teams - it clearly outweighs the service staff - where clearly the staff are needed! Overall we had a lovely relaxing family break, the service staff here are clearly working their socks off when the resort is at capacity but staffing levels are not. This is a management issue and needs to be addressed urgently as I can understand why others are getting so disgruntled, if you haven't got adequate staff then don't sell the resort out, it's just brand damaging. As for the comments about rubbish around pools etc, this isn't staff, this is lazy entitled guests thinking they can just leave all their cr*p everywhere and just chuck stuff. I was personally baffled at some people's behaviour, esp how rude some could be to the staff - even their children were just downright rude! Manners cost nothing! We are booked to come again at Easter, I really hope by then Management are addressing staffing and service issues as if not, we will probably look to book elsewhere until the issues are addressed as it's a long way and a lot of money to come from the UK. My heart is with the Grand so I really hope they do x
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Date of stay: July 2022
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
2 Helpful votes
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Response from social media Palace Resorts, Propietario at Moon Palace The Grand - Cancún
Responded 3 days ago
Dear Sabrina M; First of all, we thank you for your preference at Moon Palace The Grand Cancun, it is always an honor to welcome you. We thank you for highlighting your positive experiences during your stay, as well as the service provided by staff, rest assured that each of the team members you mention will be recognized for their excellent customer service. On the other hand, please accept our apologies for the inconveniences that you encountered during your stay, be assured that it is not the service that we are used to deliver, we are committed to the total satisfaction of our guests and to provide a first class experiences. It has certainly been a challenging season however the entire team at The Grand has been working on corrective and improvement actions in the areas that require it as we strive to improve in each stay and deliver the GRAND experience that we are well known for and that our guests deserve. We remain at your service and we hope that you will give us the opportunity to welcome you once again to provide you with the positive experience you expect and regain your trust in us. Cordially, Fernanda Rodriguez E-Concierge
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Glasgow wrote a review 8 Aug
Cancun, Mexico1 contribution
I am day two into a four night stay. This place is a real mixed bag but for the amount of money I paid (circa $2000 a night for a family suite), I don’t expect a mixed bag. Lobby, lobby bar, library speak easy, water park, amusements for kids, entertainment - all excellent and worth the money. Only day two but the restaurants are a problem. So far we have had the buffet dinner which frankly was average at best, service slow and terrible…food average for this level of hotel. Tonight we had the worst experience ever in a top hotel, CUSCO, DO NOT GO THERE. Waited an hour and a quarter for our starter, no one offered a drink to us the whole time and this was the same on every table nearby us…..everyone was getting very angry. Now this is one of the restaurants you need to book, and you would expect a decent level of service….shocking, we walked out after the starter. Again if I was in a 3 star I would expect these things but at 2k a night…..NO. The beach area is really poor compared to other hotels in the area, the sea is brown. I know there are weed problems in the area but we have just left the iberostar lindo and the water wasn’t brown and it is 15 minutes away. Waited an hour thirty for breakfast room service to be delivered this morning when the app said 45 minutes. There were a few other maintenance issues I’m the room but they were fixed quickly and that happens. Daytime pool service is excellent, it just seems at night time the restaurants can’t cope and it lets everything else down…….only two meals to base this on but first impressions etc. This place so far, has a lot going for it and a lot going against it…..and if they sorted the issues it would be everything I expected. Two days in I would come back, as there are some amazing things in this place for the family but it is frustrating simple things could be fixed to make it all worth it and at this price bracket everything has to be close to excellent. I have to say another positive is the room, amazing and one of the best I have stayed in. As I said mixed bag so far………..
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Date of stay: August 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Response from social media Palace Resorts, Propietario at Moon Palace The Grand - Cancún
Responded 2 days ago
Dear sunshine09196007655; Thank you for choosing Moon Palace The Grand Cancun and for making us part of your vacation. It has been a pleasure to welcome you, we regret to learn that you encountered some inconveniences with our accommodation of restaurants and service, your comments are very important to us and have been shared with the team in order to take corrective and improvement actions. Please receive our most sincere apologies, be assured that it is not the service we work to provide to our guests. You can be confident that we remain at your service and we hope to have the opportunity to welcome you again and provide you with a positive experience and regain your trust in us. Cordially, Fernanda Rodriguez E-Concierge
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Kyle T wrote a review 8 Aug
Draper, Utah, United States31 contributions4 helpful votes
We stayed in a Presidential Suite at The Grand July 30 - Aug 6, 2022. The service was incredible. In particular, Alfredo - the Diamond Pool Concierge by the Grill went above and beyond multiple times helping family members, getting special food requests and always happy to help. Juan Carlos the Diamond Pool Concierge at the Sports Pool was great to help us on a busy day and very pleasant to talk with. Ricardo was our waiter at Arrecifes and was super pleasant and helpful. Lastly, Diego was our hibachi chef at Momo. He was incredibly talented and entertaining. Tips: 1) resort credit doesn't cover the 16% in taxes you'll have to pay on items in the gift shop, on spa services or excursions. 2) biting bugs were out a few nights after dark. I recommend bug spray for the evenings. 3) Download the Palace Resorts app prior to arrival to see all of the dining and entertainment options to plan ahead. 4) It isn't publicized much, but you day do a day trip to Playcar Palace in Playa del Carmen. This is a nice change of pace. 5) Our favorite restaurants at Moon Palace are: Momo, Arrecifes, La Tratoria, Jade, Tavola and JC Steakhouse. 6) We brought a water football, but it deflated quite a bit during air travel and arriving at a lower elevation. We paid $15 on Amazon. The water footballs at the gift shop are only $5 more. I'd just buy one there next time. 7) at the Grill,, you can walk in and grab a piece of fruit, dessert or ice cream and walk-out. No need to get a table, if you don't want.
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Date of stay: August 2022
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Response from social media Palace Resorts, Propietario at Moon Palace The Grand - Cancún
Responded 3 days ago
Dear Kyle T; It was a pleasure to welcome you at Moon Palace The Grand Cancun, thank you for making us part of your vacation. We appreciate the time you took to recommend us among thousands of travelers in search of a vacation experience, we are pleased to know that our facilities and services met your high expectations and that you were able to enjoy the GAND experience. Thank you for highlighting the service provided by the staff, be assured that each member of the team you mention will be recognized for their excellent customer service. We remain at your service and we look forward to seeing you soon. Regards, Fernanda Rodriguez E-Concierge
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Kimberly W wrote a review 8 Aug
1 contribution
Everything was wonderful and the service was amazing. I cant recall everyone but Juan and Viviana, Carlos and Gordetti and Edgar Mora along with all the other staff we encountered were just excellent.
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Date of stay: August 2022
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Response from social media Palace Resorts, Propietario at Moon Palace The Grand - Cancún
Responded 3 days ago
Dear kimberlywQ3755GN; We appreciate the time you took to share your 5-star review, we are pleased to know that you enjoyed an incredible vacation at Moon Palace The Grand Cancun. Thank you for highlighting the service provided by the team, especially Juan, Viviana, Carlos, Gordetti and Edgar, rest assured that they will be recognized for their excellent customer service. We will be waiting for you for another great vacation. Best regards, Fernanda Rodriguez E-Concierge
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TravelMom_Bowie wrote a review 8 Aug
Bowie, Maryland65 contributions124 helpful votes
Despite having a lovely stay last year at the Sunrise resort, for vacation this summer, we decided to splurge on the Grand. It was NOT money well spent. The entire stay, I felt like a number (#85120) and I do not believe the resort lived up to its promise of luxury. Bottom line, if you aren't the parents of small children that will live at the water park and playroom, skip this resort and book elsewhere. We most certainly won't spend the money to go back. The Good: - The rooms are spacious - The luchador dinner was very entertaining and by far our top experience at the resort - The spa services we received were great (manis and pedis for everyone) and booking them was not impossibly hard - Los Tacos - best tacos we've ever had The Bad: - The pillows are like rocks, my neck and back may never recover. - Why do they skimp on towels? We never had enough towels and always had to call for more! - The room wasn't very clean. We found hair in the shower, the toilet needed cleaning and there was dust on many of the surfaces. - General run-down appearance of the shared spaces. The cabanas looked shabby, the pools were not as sparkling clean as the Sunrise pool and the pool chairs were often stained and dingy. - If you have a ground floor room, forget about using your terrace. The resort is a hive of activity, so there's always carts of people zipping by or people walking by. - At least from our building, there was no view whatsoever. - The noise from the floor above in our room was awful and afforded no rest during the day. This happened in both of our rooms. It was so bad one day, we thought construction happening and called the front desk. - When we booked excursions, we weren't given much info about the logistics, timing, etc. Perhaps it's on me that I didn't think to ask all the questions, but we learned at one that we had been transported over 2 hours prior to our reservation! We didn't sign up for a 2 hour wait! We ended up spending $40 for a taxi back. The Ugly (because of these issues, there was no relaxation at all on this trip): - The main building felt like being on a cruise ship. Too many destinations packed in a tight area with limited space for traffic flow. We were constantly packed in crowds trying to get places. - Too few staff for the restaurants and water park resulted in obscene wait times (20-30 minutes for coffee at the cafe, 45 minutes for drinks at the waterpark, 2.5 hours one night for a table at the Italian restaurant, 1.5 hours another night for for a table at the Caribbean restaurant). - The lines (see note above). We even had to wait to get into the buffet multiple times! - Don't bet on getting into their premium restaurants. We couldn't get reservations for the steakhouse or the Mexican restaurant despite trying multiple times per day. Then due to the exorbitant waits at the other restaurants, we ended up eating most of our meals at the buffet (like a cruise ship). If I'd wanted a cruise vacation, I would've taken a cruise vacation!
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Date of stay: August 2022
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
5 Helpful votes
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Response from social media Palace Resorts, Propietario at Moon Palace The Grand - Cancún
Responded yesterday
Dear TravelMom_Bowie; We thank you for choosing Moon Palace The Grand Cancun. We are committed to the total satisfaction of our guests, as well as going beyond their expectations to create memorable experiences, which is why we regret to learn that in your most recent stay you encountered certain inconveniences, be assured that each of your observations have been taken on board to implement corrective and improvement actions, as it is certainly not in the first class experience that we work to provide. We appreciate that you took the time to share your valuable feedback, for us your opinion is very important which helps us to improve. We remain at your service and hope to have the opportunity to welcome you once again at any of our Palace Resorts properties and provide you with the amazing and positive experience you deserve. Kind regards, Fernanda Rodriguez E-Concierge
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Tj wrote a review 7 Aug
3 contributions4 helpful votes
While the facilities and the grounds are beautiful, there are quite a few things that bring this place down from a 5 star review: 1. Extremely under staffed. For the price paid, you would expect more availability of service. The people working at the moon palace are working extremely hard, running around, and are not to blame for the lack of service. Other resorts I visited had smaller facilities and more staff. This is on the management. 2. Extremely difficult to get reservations to the restaraunts at all 3 hotels. We had VIP status and still had to wait everywhere, even the buffet. This is not usually something I would usually complain about...but many of the restaurants were half empty; they didn't have enough staff but still sold out the hotel to its capacity to serve paying customers. 3. Seems more staffing was prioritized to the sales team. They were everywhere in full force, walking potential time share purchasers around. All the while the cusco pool had one waiter serving nearly 50 guests... 4. Speaking about the pools, many of them were somewhat unkempt, garbage building up on the side of the pool, dirty sunbeds, feral cats eating leftovers. This is what happens when you have one employee taking care of 50+ people at specific pools. The pools are supposed to be the highlight of the place as the beach is unusable. 5. Many of the restaurants mixed up orders, served food cold, served alcohol when it wasnt ordered, chicken was uncooked at the Nizuc buffet, etc...this was a nightly occurrence, and wouldn't be a big deal, except you waited an hour or more to get in. We had one occasion where a reservation was not fulfilled at Nizuc... which sucked because we came from the grand for that reservation. 6. The hotel provided transportation to the airport was overbooked and some people had to sit on other people's laps... majority of people didn't think this would be an issue as the ride to the airport is 10 minutes....however, we spent 1.5 hours in traffic due to a car accident ahead... and many of the guests regretted their decision. We went in May, and many moon palace fans indicated that the place is not usually at full capacity in that month. The arcade for the kids was always slammed, the boulangerie was always slammed and understaffed, pools were busy and golf carts were often too full to pick up people. So if we were at the hotel when it wasn't at its peak busy period...I would hate to be there when it is overbooked. I will give them props for having the largest cleanest, and most luxurious public bathrooms in all of Mexico. And props to the staff as they work incredibly hard here. They seem to care. Management/ownership need to realize people are paying a decent amount of money to stay here.. but you end up waiting everywhere or for something for most of your vacation.
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Date of stay: May 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Response from social media Palace Resorts, Propietario at Moon Palace The Grand - Cancún
Responded 2 days ago
Dear tarekj2021; We thank you for choosing Moon Palace The Grand Cancun. We are committed to the total satisfaction of our guests, as well as going beyond their expectations to create memorable experiences, which is why we regret to learn that in your most recent stay you encountered certain inconveniences, be assured that each of your observations have been taken on board to implement corrective and improvement actions, as it is certainly not in the first class experience that we work to provide. We appreciate that you took the time to share your valuable feedback, for us your opinion is very important which helps us to improve. We remain at your service and hope to have the opportunity to welcome you once again at any of our Palace Resorts properties and provide you with the amazing and positive experience you deserve. Kind regards, Fernanda Rodriguez E-Concierge
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PRICE RANGE
US$579 - US$842 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
1316
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Frequently Asked Questions about Moon Palace The Grand - Cancún
Which popular attractions are close to Moon Palace The Grand - Cancún?
Nearby attractions include Xoximilco Cancun by Xcaret (3.4 km), Wet'n Wild Cancun (5.4 km), and The library (0.01 km).
What are some of the property amenities at Moon Palace The Grand - Cancún?
Some of the more popular amenities offered include a swimup bar, free wifi, and free breakfast.
Which room amenities are available at Moon Palace The Grand - Cancún?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Moon Palace The Grand - Cancún?
Guests can enjoy a swimup bar, free breakfast, and an on-site restaurant during their stay.
Is parking available at Moon Palace The Grand - Cancún?
Yes, free parking and valet parking are available to guests.
What are some restaurants close to Moon Palace The Grand - Cancún?
Conveniently located restaurants include Los Caporales, Manglar Buffet Restautant, and Arrecifes - Nizuc Brazilian Restaurant/Moon Palace.
Are there opportunities to exercise at Moon Palace The Grand - Cancún?
Yes, guests have access to a pool, a fitness centre, and a sauna during their stay.
Does Moon Palace The Grand - Cancún have an airport shuttle?
Yes, Moon Palace The Grand - Cancún offers an airport shuttle for guests. We recommend calling ahead to confirm details.
Does Moon Palace The Grand - Cancún have airport transportation?
Yes, Moon Palace The Grand - Cancún offers airport transportation for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Moon Palace The Grand - Cancún?
Yes, dry cleaning and laundry service are offered to guests.
Does Moon Palace The Grand - Cancún offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.
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