Moon Palace The Grand

maurice rolo

Service Service Service, Wow. Hotel staff is absolutely amazing. Water Park, pools, drinks, and activities. My kids loved the arcade, it's nice located by a few restaurants allowing me and my wife to enjoy dinner or desserts while the kids play. The bowling alley downstairs along with the pool table is a great way to spend the night. Restaurants are excellent, I don't eat meat, but there are still tons of options. Pedro and his team at Casa Mia did a wonderful job. Releasing turtles into the ocean is a must, my wife and kids loved it! We opted for one excursion which I highly recommend, Gimmie All which included a zip line ( scary and very high but fun) ATV fun but you get filthy, bring a face mask and hand towel. Cenote cave with fresh water and cliff jump was amazing. I would highly recommend the Grand, any bad reviews you read ignore. Only issues I had. The ocean you can not use at all, along with a horrible odor when walking outside the hotel in most areas. One other small issue other small issue, the Mexican restaurants did not feel super authentic, I felt like I had better Mexican food in New York. They did not even have Mexican rice, just plain old white rice. Everything else was perfect!

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.

Pardis Parsapoor

We had a wonderful experience at Moon Palace The Grand. Everything was perfect! Despite being a large and busy hotel, everything was very organized, and the staff were amazing and welcoming. I only remember a few names, but we truly had great experiences with most of the staff. We had a lovely experience with Viridiana at the playroom — she went above and beyond to make my son happy. Lilia at the playroom was also very kind and welcoming. Hageo at Tavola was wonderful; we received excellent service from him, which made us want to go back there every day. Overall, it was a fantastic vacation, and we will definitely return!

Nhung Tran

Overall Moon Palace Grand, Sunrise or Nizuc all are very good. Everything was excellent and I would have given 5/5 if it wasn't because of the one bad encounter with Vicente in the Sunrise when trying to book the spa. On the good note. We would like to thanks Jorge Pope, Katherine, André, Alex and Lenon at the Grand Bounce Zone. They are all amazing. Very friendly. They seem to love kids. I see parents are sitting and on their phone but the staff where plying with the kids. They seem to love their job and the kids. Special thanks to Pope. Not just the staff from Bounce Zone but all the staff from the small Playroom in Nizuc are fantastic. My 6 yr old daughter favorite place. She said that's her favorite playroom because of the staff. They play games, face paint and do craft with her and the other kids. Love the little nap area at the Nizuc Playroom. My daughter was playing and her little brother is napping see picture. This place think of everything for kids. Its a paradise for kids. Can't wait till there Moon Palace Punta Cana open up. [Was at their Moon Palace Ocho Rios, terrible experience. It should not be part of the Palace family. ] I had a facial but it was OK. However, I really enjoyed the massage by Lilia at the golf course spa. Lastly, I would like to mention Luis Castañeda (driver from Sunrise-Spa). I told him I was late for the spa and he made every effort to get me there on time. Much appreciated. We had a little chat and I asked him if the staff are treated well because staff seem happy all the time. This is a good sign that staff are well taken care of. He talk very highly of the CEO/boss. Im very happy to hear this.

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.