Moon Palace The Grand - Cancún
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Moon Palace The Grand - Cancún

Morning sunrises were awesome from our room
Traveller (11419)
Very good Mayan coffee
Dining (2274)
The Grand At Moon Palace
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$1,433
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About

4.5
#26 of 44 all-inclusives in Cancun
4.5 of 5 bubbles
Location
4.8 of 5 bubbles
Cleanliness
4.6 of 5 bubbles
Service
4.3 of 5 bubbles
Value
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
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
Room types
Ocean view
Non-smoking rooms
Suites
Family rooms
Good to know
HOTEL CLASS
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
5.0 of 5 stars
HOTEL STYLE
Park View
Luxury
Languages Spoken
English, Spanish
Hotel links
Special Rate:Up to 35% off this summer
13,079Reviews2,147Q+A100Room tips

Reviews
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Detailed Reviews
Michelle S wrote a review Sept 2022
Brooklyn, New York, USA21 contributions28 helpful votes
Hotel's Favourite
5.0 of 5 bubbles
This was our 4th trip to Moon Palace. We like coming here with so many options for restaurants and activities. One of our favorite activities this time was releasing baby sea turtles, an amazing experience available this time of year. We had a different delicious cuisine every night and love the breakfast buffet so everyone can get what they want in the morning. The spa services are always relaxing and comfortable. My kids, age 8 and 5, love the water park area. Sandy was amazing making reservations for an excursion to Tulum and Rio Secreto, getting us to Beach Palace for a day (which does have a much better beach than Moon Palace), and for restaurants. She also planned a great birthday surprise for our daughter. Valentin was an awesome pool server in the water park area and will be a great concierge. Juan Carlos is already a wonderful concierge in the water park area. Alejandro in La Cantina provided great recommendations and amazing service. Our only complaint is to get bigger beds in the family rooms because there is definitely enough room to fit them and it would be much more comfortable sleeping.
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Date of stay: September 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 as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Palace Resorts Management, Propietario at Moon Palace The Grand - Cancún
Responded 21 Sept 2022
Dear 27MichelleS27, We would like to express our sincere appreciation for choosing us as a host for your most recent vacation experience and for taking the time to share your comments with us. Our constant effort at Moon Palace The Grand is to create a relaxing environment and offer efficient, warm, and friendly service to all of our distinguished guests. We are delighted to know that you and your family were enchanted by the services provided by our wonderful team, thank you for recognizing especially the service provided by Sandy, Valentin, Juan Carlos, and Alejandro, as well as by the beautiful facilities and surroundings. We truly hope to have the honor of welcoming you and your family back soon and exceeding your expectations. Best wishes, Pamela González e-Concierge
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Heather J wrote a review Jan 2020
Burnaby, Canada2 contributions4 helpful votes
5.0 of 5 bubbles
Overall we were very happy with our trip! Due to a Luke Bryan concert going on during our stay we were unexpectedly upgraded to The Grand which was nice.
We were travelling with a 3.5 year old so requested a King Size bed. They didn’t have any but we were told that if you called Housekeeping they would push them together. I knew another family who was travelling with 2 small children and they were not told this. When in the room it doesn’t look like this would work due to the lamp and plugs but trust me it can be done and two doubles pushed together is huge! A family of 4 with two small children would easily fit in the bed.
The slides at the water park are definitely for taller kids 4ft and up I believe but there is a cute water park for the littles but unfortunate it’s really cold so wasn’t going to suit my daughter. The playroom in the middle of the water park is quite something too with tons of things for toddlers up to young teens but if your child is under 4 you cannot leave them there and as much as it’s awesome you don’t want to be spending your whole trip in Mexico in a playroom.
There are 5 or maybe 6 different pools all catering to different crowds. Some are heated and some not so it’s worth dipping your toes in each of the pools to see which temp will suit you. Some are geared more to activities and some more to adults. The only thing I wish is that from the pool or at least your pool loungers you could see the ocean. At Sunrise and Nizuc you can see the ocean from the pool which I really like. If you are staying at The Grand you can check out these pools too.
Sometimes our room was made up and other times not but I think that was due to big crowds coming and going (particularly due to the concert). You can easily pick up a phone and make a request to housekeeping. We also often would call housekeeping to request extra water, drinks and snacks we liked as often it wasn’t restocked daily unless we called.
When our room was made up I wish there was a way to let housekeeping know we didn’t need new sheets or towels. We hung ours up but noticed we would always get fresh ones. I try to be eco conscious so kinda wished we had an option to indicate this as we don’t mind using the same bedding.
Travelling in January there were definitely less kids and since we only have the one daughter I think she kinda missed out on more interaction with other kids.
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Review collected in partnership with this hotel
Date of stay: January 2020
Room Tip: There are little buttons by the door for privacy and to have your room serviced!
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 PalaceResortsSM, Director General at Moon Palace The Grand - Cancún
Responded 28 Jan 2020
Dear 665heatherj, Thank you so much for your confidence, we do appreciate reading all your comments and I will make sure to pass along your kind words to her and to all the team who contributed in this. On behalf of all of us here at The Grand, thank you for your visit and for making us part of your vacations in Mexico. Looking forward to welcoming you again in the near future, Kindest regards, Cesar Fallardi Operations Director The Grand at Moon Palace Cancun
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LCNA956 wrote a review Jan 2020
Edmonton, Canada7 contributions4 helpful votes
4.0 of 5 bubbles
Spent a week here Jan 13-20 with our two kids ages 9 and 11. There was a concert going on at the resort for four days of our trip which meant the hotel was sold out for those days. The resort itself was amazing. A short ride from the Cancun airport. Check in went smoothly. Requested a late check out on the end and was told they were not providing them to anyone that morning as they had lots of people checking out but we found out that morning they had given another family we had met a late check out that day.
Rooms where huge and cleaned early every day even when it was sold out, mini fridge was refilled daily and if you wanted extra snacks they would happily provide them. The app is a huge plus and makes things much easier. You are able to preorder breakfast, order up extra towels if you need, see the restaurants menus and wait time,etc.
Pools never seemed crowded. You could definitely tell the resort filled up once the concert crowd arrive, but it was still never busy. No trouble getting a chair by the pool or getting service. Christina at the Grand Terrance pool was amazing and truly makes us want to come back just to see her again. She made our vacation so much better! The cooking staff at the Grand Terrance area, Julio, Sergio, Marco, Martha and Daniel, were all so pleasant and friendly.
The variety of restaurants were excellent and we only ate at the buffet twice during our trip. The Italian was our favorite. Ulises at Habibbi was also amazing!
We had a swim up room which we enjoyed except our neighbours leaving their trash, floaties and swimming flippers in the pool every day which was annoying.
The beach wasn't great. They had most of it blocked off because of the concert so we couldn't even access most of it which was frustrating. And they cancelled the shuttle between the Grand and the Beach Palace during the concert so that wasn't even an option.They definitely should let people know if things like huge concerts will affect their stay and that they can't access the entire beach before they book!
The resort credits are a bit useless as they can only be used for certain things. We tried to go bowling but was told because we didn't have a credit card on file we would have to prepay the tax before we could book something or buy anything with the credits but they let other families without a card on file pay the balance on checkout which was frustrating. They really need to be consistent.
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Date of stay: January 2020Trip 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 PalaceResortsSM, Director General at Moon Palace The Grand - Cancún
Responded 27 Jan 2020
Dear LCNA956, First and foremost, thank you so much for choosing The Grand at Moon Palace Cancun and sharing the comments from your recent experience. We're glad to know you and your family spent a great time during your stay, having most of your expectations surpassed. Your satisfaction is our main goal and it is a pleasure for us to receive your kind comments. Please be sure that the elements you have brought to our attention will be properly addressed. We would be grateful if you select us again the next time you are on vacation. We will be happy to create more memorable experiences. Best wishes, Cesar Fallardi Operations Director The Grand at Moon Palace Cancun
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Adam Whitefield W wrote a review Jan 2020
Swindon, United Kingdom28 contributions14 helpful votes
3.0 of 5 bubbles
This is our 5th time to Mexico and 3rd to cancun.

We were really excited about staying at the grand and the hotel is very nice, the food was great with many options if you can get a booking......

We love mexico and cancun and service has also been exceptional but i felt let down on this trip. Check in was slow and took 3 people to check us in, our room wasn’t ready until 5 instead of the the 3pm as stated.

Everyone has different experiences good and bad but this this hotel never warrants 1* and seemingly some people will love everything about it.

When getting to our room I phoned up for a cot for or baby as realised there wasn’t one although this was pre requested. After 5 phone calls to reception it finally around about 8.15pm not ideal for a baby needing somewhere to sleep.
.
We realised after the first night that 2 double beds for 2 adults and a toddler was a little tight, 2 adults in 1 bed and the toddler in the other was to say the least a tad snug. The next day I requested a fold away bed although no real room for it for our toddler so me and the wife would get a bed each. We decided it took too much space up in the end with a cot in the room too, so requested it got collected........ instead we had another fold away bed delivered in the room.

We also needed a kettle to sterilise and clean baby bottles which normally comes as standard although you could use the coffee machine this was a long and not real suitable solution so again after numerous requests a kettle turned up 2 days later.

We then had to complain as a large pool of water formed outside our balcony which became stagnant and stunk they fixed it the next day but we couldn’t use the balcony for a couple of days.

I’m not one to moan or complain and try to be constructive when leaving a review. The hotel is perfect for smaller families without infants the rooms are challenging with little kids but soft splay, splash pad etc is great.

We expected grand things staying here but i felt we were just a number and part of the conveyor belt this huge huge hotel seems to be and lacked any real customer service when we really needed it.

I think there are equally as good 5* resorts in cancun for a fraction of the cost and not sure whether the grand moon warrants the extra cost.

For any families staying here be sure to request cots etc early.

We had a great week even with the few hiccups but I think next time I’d try a different hotel. There is a ownersclub/timeshare sell when you are invited to breakfast the next but we already have A timeshare in Mexico so declined the invitation. They were not forceful but any UK visitors who aren’t aware of this may wish to decline.
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Date of stay: January 2020Trip 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 PalaceResortsSM, Director General at Moon Palace The Grand - Cancún
Responded 20 Jan 2020
Dear adamwhitefieldw, Your straight forward observations are greatly appreciated, as feedback is of extreme importance to us at The Grand and we appreciate your trust in us, nevertheless, We regret to read that the experience was not as expected, as it is certainly not the Palace Service we strive to provide. As the important guest that you are, please allow us to mention we have sent you a private message for prompt follow up to your comments. We regret very much to learn that you experienced some inconveniences and we are deeply troubled that these issues have caused so much hassle; please accept our apologies with your experience. We thank you for taking the time to let us know of this matter which commands our full care and involvement. You may be confident as well that we have shared your comments with the team and their full commitment to rectify these issues and to avoid that this is repeated. We would like to follow up with the areas that we certainly need to improve and also to take a further look to the follow up provided to you. Please be sure that your satisfaction is our main goal. We kindly invite you to refer to your private messages. We look forward to your reply. Best Regards., Cesar Fallardi Operations Director The Grand at Moon Palace Cancun
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Stacy F wrote a review Jun 2020
Fishers, Indiana18 contributions21 helpful votes
5.0 of 5 bubbles
We booked our first “post-quarantine” trip at Moon Palace. We were grateful to be upgraded to The Grand, even if it was because that was the only resort open on the Moon Palace property. Important to note that our experience was somewhat different from “normal” as the hotel was only allowed to be at 30% capacity in the current stage of re-opening. While this allowed us to have open selection of chairs at the pool and fairly easily get into restaurants when we wanted, I do not believe it had any impact on the level of service provided. All the reviews we read about how well all the staff treat guests were accurate.

COVID: We were truly impressed with the precautions taken by all staff to help ensure a safe environment. All staff wore masks at all times (feel for them in the heat!), hand sanitizer was available throughout and always offered when entering a restaurant or bar. Our room door had a ‘seal’ on it upon arrival to confirm it had been thoroughly cleaned. Same with refrigerator. We always saw staff cleaning. Each restaurant offers the option to view a mobile menu or have a traditional one, which we witnessed the staff wiping down.

Room: We were in building 93, room 224. The view was nothing to be excited about but we were fine with that. The room was gorgeous and the location great. Two pool options super close.

Staff: We had only positive encounters with all staff during our 8 days. A few to specifically highlight: Elba at check-in and Tina at Guest Services were great; Valentin & Darius at the activities pool provided outstanding service; Alfredo and Miguel in the Grand Buffet for breakfast were awesome. The service at Jade was incredible. We had dinner there twice. Paul, Elias, Josias, Octavio, Samuel and Angelica were amazing. The food was delicious too. The guys at the golf course were great as well (sadly failed to get their names).

Tips: Finding the Library Bar is a must. The dress code is generally nice shorts and shirt for men and nice shorts or dress for women. The only restaurant requiring long pants and closed toe shoes for men is Le Chateau. If you are golfing, make sure you confirm if there is a time a golf cart shuttle will take you. Once my husband arrived where he was told and the cart driver called to the “golf course shuttle” who said he was already leaving. This was shocking as my husband had a tee time set and was arriving at the designated pick up location in plenty of time. Thankfully the driver was willing to drive him to the course so he had time at the driving range prior to his tee time. The next time, we stood for several minutes where we were told meet the shuttle (by the bowling alley) and no shuttles came (for the course or otherwise) so we had to go to another stop and ask a driver to take us.

This was our first time at a Palace Resort and will not be our last!
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Date of stay: June 2020Trip type: Travelled as a couple
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 TheGrandatMP, Director General at Moon Palace The Grand - Cancún
Responded 30 Jun 2020
Dear Stacy2911; We feel much honored with your comments and thank you for choosing us as a destination for these wonderful vacations. Thank you also for appreciating our efforts to please our guests and for your compliments to all our staff, we are glad that your overall experience was really positive where you were able to enjoy many aspects of our property and our service. Thank you again for your wonderful comments and we look forward to welcoming you again in a near occasion. Best Regards, Cesar Fallardi Operations Director The Grand at Moon Palace Cancun
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Imran C wrote a review Feb 2020
Toronto, Canada68 contributions25 helpful votes
5.0 of 5 bubbles
The Grand at Moon Palace has been termed as one of the best resorts in Cancun for last couple of years. We are currently staying at the resort. No question the facilities are top notch and service quality is great but we found that some issues continue to bother us for last couple of days. Number one issue is the room cleaning service. We found that for two days in a row the room was cleaned but new towels were not placed. No one replaced the dirty glasses and fridge was not replenished with the soft drinks. We don’t drink so we didn’t touch any alcohol but we used juices and water which was not refilled. Even the pack of cookies weren’t replenished. Today after I called the room service the clean towels were placed in the room but drinks and food items were still unfilled. We’re quite disappointed at this kind of service. Didn’t expect it from a resort of The Grand’s standard.

Second major issue for us is the food offerings. Although the quality and variety of food offering is excellent and the service quality at each restaurant is absolutely great we found that there was no availability of kosher and halal food. Given the needs of the customers traveling to this part of the world, it is quite surprising to see that there is not even a single restaurant at Moon Palace Cancun that offers such food items. That said, we were impressed with the helpful staff though who most of the time were able to offer us vegetarian and seafood options without non halal meat contamination.

Apart from the above couple of issues we found the Grand at Moon Palace to be one of the best resorts we have ever stayed at. With the fully equipped gym, excellent food, exceptional customer service and a top notch Spa, we wouldn’t stay at any other resort again.
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Date of stay: February 2020Trip 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 GM_MoonPalaceCancun, Director General at Moon Palace The Grand - Cancún
Responded 7 Feb 2020
Dear 982imranc, First and foremost, please allow me to thank you for choosing The Grand at Moon Palace Cancun and for sharing your feedback with us. Your comments are of great relevance to us as they help us to improve and learn how to serve you better during future visits. Your satisfaction is always our main goal, so please rest assured we will take your feedback into consideration for our own improvement. We hope to have the opportunity to welcome you back again soon and continue creating unforgettable vacation memories during your stay. It is always a pleasure to exceed your expectations. Cordially, Cesar Fallardi Operations Director The Grand at Moon Palace Cancun
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wilbur24 wrote a review Jan 2020
New York City, New York13 contributions6 helpful votes
+1
5.0 of 5 bubbles
I was not sure about a vacation in Cancun, Mexico to celebrate our 42 Anniversary. We stayed at the Grand at Moon Palace and the staff there made us feel safe, in fact that never entered our mind. We were made to feel like one of the family that had returned home. The staff at the Grand made us feel Welcomed and treated us with respect and could not be more helpful in trying to help us to relax and enjoy out time. Numerous employee’s deserve mention at providing us a truly “grand time” at the Grand at Moon Palace.
Desk Sign-in supervisor Eric was helpful with our check-in
Adult pool: Adrian checking if everything is ok, Jesus kept us hydrated and always friendly and smiling, it seemed like Jesus really enjoyed his job and the interaction between staff and guest. Emmanuel made sure we felt safe at the pool and that our belongings
Room: always clean and well stocked a special surprise was the champagne, chocolate covered strawberries, and the arrangement of rose pedals in the form of at heart and the word LOVE –spelled out. Thanks to Alida and room service Estraella and Francisco
Library: The complete staff at the Library was fantastic, professional, friendly, and went out of their way to make my wife (miss Margaret) and me (Mr. Billy) feel welcome and we experienced a nice warm cozy home feeling, it was such a pleasure. Three cheers to Allan, Joel, Pita, Judith, Raquel, Armando, Mirasole, Juan and their Supervisor Miquel. The drinks made there are consistent good and are made by the best Mixologist that I experienced while staying at the Grand. The library bartenders should head a training class on mixing consistent drinks for some of the other area’s bartenders
Guest Services &Pre-Construction presentation: Claudia Aguirre was very professional, knowledgeable, and friendly. She goes the extra mile to make you feel truly Welcomed
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Date of stay: January 2020Trip type: Travelled as a couple
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 PalaceResortsSM, Director General at Moon Palace The Grand - Cancún
Responded 27 Jan 2020
Dear wilbur24, It is gratifying to read that you loved your visit to The Grand at Moon Palace Cancun. Thank you for reviewing your experience with us on TripAdvisor and for letting us know that the service provided truly enhanced your vacation. Your delightful comments reassure me that we are fulfilling our philosophy of providing lasting memories. Thank you again for your participation and we definitely can´t wait to have the opportunity to host you once again in the near future. Cordially, Cesar Fallardi Operations Director The Grand at Moon Palace Cancun
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James M wrote a review Jun 2020
Chicago, Illinois, United States6 contributions8 helpful votes
5.0 of 5 bubbles
We were there a day after the reopening after being moved from the Beach Palace. This resort is phenomenal and we almost had it to ourselves. Staff were constantly cleaning and sanitizing everything and were truly thrilled to be working again ( and very appreciative for any gratuities we offered). They were constantly thanking us for coming there and every staff member worked to ensure the best experience four our group. The restaurants were fantastic and we tried them all. Topping them all was Jade because of the sushi and Korean chicken, but Habibi and Cuzco should also be on your list. For lunch the grille was awesome with Darius and Valentin providing unending drinks and snack right to the poolside. Swim up bars are closed to avoid large group gatherings, but the quick service from wait staff more than compensated for that. Most of the week we basically had our own pool wherever we chose for the day. The boulangerie is also a highlight for great coffee, sandwiches, ice cream and snacks 24/7. Your kids will never be bored with the water park, kids club, game room, nightly shows and even bowling. For the adults don't miss the Moscow Mules and tequila cream in the speakeasy, as well as the Santiago special at the lobby bar. Grand is the only way to describe the shining marble floors, walls, and everything in between. We will definitely return in the future.
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Date of stay: June 2020
5.0 of 5 bubblesRooms
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
Room Tip: Building 93 is closest to the beach, pools, Cuzco restaurant and the Grille for lunch.
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 TheGrandatMP, Director General at Moon Palace The Grand - Cancún
Responded 17 Jun 2020
Dear jamesmJ1298EB; Please allow us to mention that it is a big honor for us to read your very positive and fantastic comments. It has been a pleasure to have you with us and pamper you with the service that The Grand at Moon Palace is known to provide. We are glad to know that you were able to fully enjoy the entire facilities, the all-inclusive offerings and all in all the excellent attention and service provided by our amazing staff! We will be delighted on having you back very soon for another extraordinary vacation. Best Regards, Cesar Fallardi Operations Director The Grand at Moon Palace Cancun
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TwinsMomDiaryDotCom wrote a review Mar 2020
Seattle, Washington47 contributions37 helpful votes
4.0 of 5 bubbles
I was there for family vacation from 23rd feb to 28th feb 2020. Its amazing property very well maintained and decorated. Amazing rooms with great facilities. lets talk about good things first:
1. Great room
2. Amazing staff
3. Great selection of food & Drink, believe me you try your best still you cant touch base all restaurants
4. Plenty of activities i.e. pool side activities to theaters
5. good child care for no extra cost
What didn't went well:
February is considered as low season. My pick-up was 2:30 so one night before i asked for late checkout at 2:00 pm while regular time is 12:30 and i was denied and reminded that i make sure vacate the room at 12:30 which i felt bad. I have been many high end places and never heard this kind of response. Second issue was if you want to go from grand to sunrise you have to take blue line or come to lobby and take l2l shuttle. The frequency of blue line is way low even in pick hours. Always i have to go to lobby and take L2L shuttle.

What van be deal breaker? If you want to do lots of outside activities then this is not right place to stay considering its far from Hotel Zone and most of the attractions. In that case you might want to consider hotels than all inclusive. Second the beach of this resort is not that great with compare to Hotel Zone resorts.

Closing: If you want to stay in ultimate luxury and looking for relaxing vacation then this might be one of the best option available in Cancun!!!
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Date of stay: February 2020
5.0 of 5 bubblesRooms
4.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
Room Tip: its always good to stay closer to lobby which is center of everything.
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 PalaceResortsSM, Director General at Moon Palace The Grand - Cancún
Responded 3 Mar 2020
Dear TwinsMomDiaryDotCom, Thank you for your comments. We sincerely appreciate your trust in us and also we are delighted to read the experience was very positive, including the aspects you have listed and enjoyed the most. Please be sure that we also appreciate the trust in providing feedback on what we need to improve. It is very important to us and please be sure that we have shared your comments with the respective departments. Thank you for your recommendation to future travelers. Cordially, Cesar Fallardi Operations Director The Grand at Moon Palace
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AGerst4 wrote a review Jul 2020
1 contribution
5.0 of 5 bubbles
This was our first time at the Moon Palace Resorts and it exceeded our expectations! We had a wonderful time. Any concerns about Covid-19 were nonexistent while we were there. We saw housekeeping staff consistently wiping down and cleaning all the communal furniture, banisters lounge chairs, etc.. Hand sanitizer was in abundance! Every desk and entrance to any restaurant or shop you were asked to use hand sanitizer. ALL employees were required to wear a mask.
Service was impeccable. Buffets were closed and all restaurants were al la carte. We especially enjoyed breakfast at the Grand due to the staff. We requested Gladys and her partner Juan. They were professional, extremely friendly, and genuinely happy to serve you. My adult daughters ate later in the mornings and commented on how Lorenzo was always smiling and happy to see them! Jacinto at the main pool at Nizuc always made sure our drinks were full and we were well taken care of. He was able to accommodate my older parents requests for food and specialty drinks. We appreciated the attention he have us. Oh and I can't forget Yezmin at Los Tacos. She was kind and patient when we spent the day lounging athe pool. Despite staying at the Grand, we enjoyed going to the main pool at Nizuc. Karla and Gillermo make an excellent entertainment team! They kept our family of 6 adults entertained with a variety of activities. My older mother appreciated the socialization from those two!
Although all of the restaurants were not open, we still had plenty to choose from. Our family enjoyed the food and staff at Jade and Cusco. The staff at those two restaurants were professional, efficient, and knowledgeable. You could definitely tell that they loved their jobs.

We loved our time at Moon Palace resorts! So much so that we became members and intend on vacationing at all of their properties! If you are hesitating because of the pandemic, don't ! Just go! They are more conscientious of the safety and well-being of their guest than in the U.S. Even the airport in Cancun were wiping down the seats, hand rails, etc...
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Date of stay: July 2020
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 social media Palace Resorts, Propietario at Moon Palace The Grand - Cancún
Responded 23 Jul 2020
Dear AGerst4; Please allow us to mention that it is a big honor for us to read your very positive and fantastic comments. We appreciate taking the time in sharing with us your feedback as it is extremely important to us, we are pleased that you enjoyed our facilities and services.We appreciate the kind mentions of our team members who will be personally recognized for their impeccable customer service and dedication. We hope to have the opportunity to host you again in the future in order to create another wonderful experience. Cordially, Cesar Fallardi Operations Director The Grand at Moon Palace Cancun
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Answer from Palace Management
3 helpful votes
Dear Gabriel H; Thank you for reaching out to us. In our Moon Palace The Grand Playroom we do not have childcare service as such, we have our staff that is supervising the area. Our Playroom is divided into: Mezzanine (upper floor), it is open to children from 4 to 7 years old. Our youngest guests (under 4 years old) are welcome under the supervision of a responsible adult at all times. Ground floor is open to children ages 8 to 17, children under 8 must be accompanied by an adult guardian at all times. Open from 9 a.m. to 10 p.m. Greetings,
Answer from Mike C
Just get used to waiting for the golf carts. They come every few minutes and so much better than walking. We just at stayed in building 90. Water park, terrazzo an lobby all walkable.
Tracy O asked a question Mar 2024
Fredericton, Canada22 contributions6 helpful votes
Hi! Do people reserve lounge chairs early in the morning here, or is it forbidden?
Answer from Mike C
This! We had a hard time getting a chair the first 2 days at multiple pools. 3rd day I went early and placed towels over a couple chairs. (Seems to be the standard game) took the family to breakfast and came back to another familfamily sitting in our chairs. Same result for the 4th day then we realized the trick. You have to put a towel and personal item on the chair. Book or flip flops work. Such a childish game…
Answer from KSNC
Raleigh, North Carolina37 contributions27 helpful votes
There are 2 palace resorts in the Hotel Zone- about 30 minutes north of Moon. The beach there is a bit nicer, but we personally spend more time at the pool, so we don’t go up there. The Private transfer is a Chevy Suburban . The shared is a small (12 person?) van. The ride from the airport to Moon is very short (unless there is a traffic issue), so, probably not worth the $ IMO. If you are going to Beach or Sun palace it would be worth it
Aimee R wrote a tip 9 May
Paradise, Canada1 contribution
5.0 of 5 bubbles
"Bring lots of sunscreen as the shops offer items at a very high price! "
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Cheeser08 wrote a tip 7 May
Lubbock, Texas59 contributions56 helpful votes
5.0 of 5 bubbles
"Use the app to help avoid headaches and hassles of trying to walk up to restaurants or tours & spa treatments."
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MikeBrack wrote a tip 6 May
2 contributions
5.0 of 5 bubbles
"Make plans/reservations ahead of time so the resort can properly staff for your needs. Once there you can relax and not worry about restaurants being full."
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robert g wrote a tip 5 May
Ottawa, Canada2 contributions1 helpful vote
5.0 of 5 bubbles
"We also are very grateful for the hotel at the check-in for allowing us a late check out due to a flight delay till 4 PM. This was very adva"
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Djzetter wrote a tip 4 May
Mechanicsburg, Pennsylvania15 contributions
5.0 of 5 bubbles
"Excellent place to be pampered. "
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Not the right property for you?
There are more places to choose from in the Cancun area.
PRICE RANGE
$1,162 - $1,560 (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 total costs of the stay, including all taxes and fees known to our partners. Please see our partners for more details.
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MOON PALACE THE GRAND - CANCÚN - All-inclusive Resort Reviews & Price Comparison (Cancun, Mexico) - Tripadvisor

Frequently Asked Questions about Moon Palace The Grand - Cancún
Which popular attractions are close to Moon Palace The Grand - Cancún?
Nearby attractions include Ventura Park (5.4 km), Xoximilco Cancun by Xcaret (3.4 km), and Snorkel Paradise (5.9 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 Malpeque, Los Caporales, and Manglar Buffet Restautant.
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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