Moon Palace The Grand

Dr. Ravi B

A GRAND Family Vacation at Moon Palace The Grand! We just returned from an incredible all-inclusive stay at Moon Palace The Grand in Cancun, and it was truly a phenomenal experience—especially with the Fanstatic Suite! The sheer amount of luxury and space in the suite was a wonderful feature and made our trip feel like a fantastic value and price for a full-resort vacation. The new property is stunning. The new facilities are top-notch, and the entire resort, from the gorgeous lobbies to the pool decks, is well maintained. For a family vacation, you absolutely cannot beat this resort in Cancun. The waterparks and kids play areas are all in perfect condition, providing endless fun. The food options are plentiful and delicious—we loved trying all the different specialty restaurants. The light, fire, magic, and dance shows were spectacular! Also, definitely treat yourself to the spa services; the Awe Spa is world-class. The staff is uniformly happy and friendly, making us feel welcome at every turn. Given the resort's size, the internal transportation is key, and the golf carts taking us around were timely and efficient—we never had to wait long! A quick note: like many resorts, they may invite you to participate in a 90-minute marketing presentation for their resort membership. If you're not ready to invest in future vacations today, just politely say no—they respect your decision, and it doesn't diminish the rest of your amazing stay. We had a great time and highly recommend the new rooms and the full resort experience. This is the best place to attend with family! We plan to go back.

Steph

Would have been 5 stars, but I deducted one for the “membership” sales pitch. They invite you to what they say isn’t a timeshare — just a 90-minute presentation that’s supposedly different. We decided to sit through it to see what it was about. At the end, Alberto Avila Moreno tried to sell us a $299 coupon that supposedly gives 60% off a future stay. He only showed a screenshot and said we could get a refund if we changed our mind. When I asked to see the fine print, he said I’d get it after paying and not to worry because “there are cameras everywhere.” We trusted that and bought two. The next day we decided to get a refund, but he completely denied saying it was refundable. The email that came later clearly stated non-refundable — the exact opposite of what was promised. My fault for not insisting to see the terms first, but be warned: that $299 coupon is non-refundable, and you won’t see the fine print until after you pay. Aside from that one bad experience, everything else about The Grand at Moon Palace Cancún is absolutely amazing. The resort is gorgeous, spotless, and full of things to do. The staff is outstanding — warm, professional, and always eager to help. The food at most restaurants is excellent with great variety, the pools are beautiful, and the rooms are luxurious and well-kept. In short, this resort is five-star all the way — just skip the “membership” presentation and the 60% off coupon they try to sell at the end.

Nishant Patel

Amazing all inclusive stay. It was our first time and everything was just perfect. All the employees were so friendly and accommodating. I’m seeing these one and two star reviews. I guarantee they are the same people that treat employees like crap in their home country. The moon palace has workers that are doing and delivering their best. I can tell all the people who are leaving bad reviews are just over privileged and lack common decency.

John Montes

We’re currently staying here, and after just one night of a four-night stay, I can confidently say: don’t book this hotel. We absolutely love Riviera Maya and have had incredible experiences at places like Xcaret Arte, Hyatt Moche, TRS, and Catalonia. Sadly, this hotel doesn’t even come close. From the moment we checked in, the experience has been subpar. Right after arrival, instead of a warm welcome, you’re sat down and pressured into attending a 90-minute “breakfast” sales pitch for a timeshare. Anyone who’s been to Riviera Maya knows timeshare offers are common—but here, they don’t take no for an answer. If you decline, they keep pushing. The worst part? We got an unsolicited wake-up call at 8:30 am on our very first morning just to pressure us again. Here’s why I’d recommend avoiding this hotel altogether: • First impressions fade fast. The lobby and main restaurants look beautiful, but step outside that area and it’s a totally different story—dated, poorly maintained, and the rooms feel like a step back into the 1990s. • Staff attitude is disappointing. Normally, the people make a resort special. Here, the staff seems indifferent, unhelpful, and even bothered if you ask a simple question. Management clearly needs to invest in employee training and engagement. • The timeshare team is relentless. They’re pushy, intrusive, and ignore every “no.” Even asking the concierge for basic info turns into another pitch for the breakfast presentation. In under 24 hours, we were asked four separate times, including that 8:30 am call—apparently a “standard practice.” When I tried raising these concerns with public relations, I was dismissed. Instead of empathy or reassurance, I was told the wake-up call is “standard” and offered a room change. Considering we’re here for our anniversary, you’d expect at least some effort to make it special—a dinner gesture, an acknowledgment, something. But nope, not here. Bottom line: do yourself a favor and spend a little more at Arte, TRS, or Moche. The difference in service, hospitality, and overall experience is worth every penny.

Cynthia Cunningham

Alrighty so after spending nearly 5k to be here the experience wasn't up to snuff. If I had to title the review it'd be, "the big hurry up and wait, come to palace difficulty." To start scheduling airport pickup took 3-4 emails with them requesting flight information and reservation information and me providing it every single time to get the same request over and over. Then they give you an option to plan your excursions etc ahead of time. It took more than 3 hrs of texting back and forth on Whatsapp with their vacation planning team to get spa services and excursions booked. So after the hassle of getting everything booked before I even left home I was already annoyed but determined to enjoy my visit. Upon arrival it's a several hour wait for rooms to be ready. So if you like to relax, unpack and get comfortable after a big travel day go ahead and forget that. The rooms are gorgeous but outlets don't work, toilet flushes about 50% of the time, and sometimes the a/c just says nevermind, you have to constantly request maid service etc. Once finally checked in your agenda will update with everything previously scheduled in the app they encourage you to use for dinner reservations etc. Speaking of dinner reservations whether you have reservations or not be prepared to wait. The food is mid at best but be prepared to wait 30+ minutes if you don't have a reservation (even at the buffet) and about 15 min if you do have a reservation. If you decide on room service go ahead and be prepared to wait up to 2.5 hours. Even if you schedule breakfast there's still a chance it'll be over an hour late on check out day... They also obsess over picking up the plates so if you ordered something like a fruit plate hoping to be able to graze, absolutely not they'll be knocking every 30min asking for the plates back even after you tell them you'd like to keep your food. If you leave the room to do anything your plates will be gone when you get back even if you were still eating. Don't bother putting in any special requests they don't do them consistently or timely. The spa was another place where things couldn't go quite right. After the several hours it took to get the spa services booked I expected ease up on entry. It's constant difficulty for them to pull up the reservation if you show them yours they'll try to reschedule you. They make it clear for manicure and pedicures they don't do gel removal so I arrived with press ons (just nail glue) they refused to provide my services even though I had no gel products. On my second spa booking I ended up just walking out because I showed up prior to my booking and they gave me a hard time arguing about when my reservation was even when I was showing them the PDF that was provided by the person that booked it. So if the spa is supposed to be for relaxation of mind and body just be prepared for insufferable logistics first and refusal of services left and right. Transportation is another logistics nightmare. There's golf carts all over the resort but be prepared to wait for 30min, get bad directions, get dropped of in spaces unknown and they drive away before you can get directions. If you speak to 3 different people you'll get three different sets of directions and still be lost with them all. Then at check out be prepared to get a lot of difficulty. I asked for a checkout pass for myself and my guest, they refused. When I sent my guest to get their own check out pass they said she was already checked out by me. Then they tried to help by taking my check out pass while waiting on airport transportation that was late of course. I eventually had to just update my pass for 2 myself because I was going to miss my transport. Lastly, they don't treat for mosquitoes 🦟 be prepared to look like a warning ad for West Nile virus. They don't even have citronella candles outdoors. Also the beaches have sand fleas so your ankles will be attacked. After nightfall forget it: no amount of bug spray can save you. Resort credits aren't worth much in stores.