Moon Palace The Grand

Chandler Mount

Thanksgiving week 2025. We had a great week at Moon Palace The Grand. The property is beautiful, the beach is clean thanks to the seaweed barrier, and the staff throughout the resort are consistently warm, attentive, and professional. Our suite was spacious and comfortable, and the app made ordering amenities easy. The resort’s size brings a lot of variety, from shows to restaurants to wildlife you don’t often see at a smaller property. The Thanksgiving dinner event had some operational challenges, mainly due to everyone arriving at the same time and a single check-in point that created a bottleneck. The atmosphere, food variety, and live music were all strong elements, and with a few adjustments—such as staggered entry times, clearer station signage, and more flexible seating—the overall experience could work extremely well. The foundation was good; it just needed better flow and communication to match the effort put into the production. The biggest area that needs clearer communication is the resort credit system. We booked spa and excursions before arrival without knowing about category caps or the 16% service fees, which led to unexpected charges at checkout. The staff ultimately resolved the issue, and the sales team was polite and respectful throughout, but clearer upfront guidance would help guests avoid surprises. Overall, it’s a beautiful resort with excellent service, and we would return—with a better understanding of how the credit system works.

Plaza 336 Greenway Village

Great waterpark, decent beach, dated rooms, above average food at the restaurants. Greens and fairways in good shape. Overall a great value for all inclusive. The service is lacking. The staff tried their best for the most part but the fact that the resort was overbooked didn’t help. Bell boy lost our bag the day we checked in, they found it after 3 hours. Kids couldn’t go in the pool/beach till then. Long wait times for shuttles, food and drinks. Didn’t get the pizza that I ordered by room service one night (room service claims they knocked on my door and left after no one answered). Didn’t bother ringing door bell or calling. Kids slept hangry. When paying $1100/night for a room you expect a certain level of service which you cannot expect here during long weekends. I love leaving 5 star reviews for businesses, but I feel a little disappointed this time. Had a pleasant experience when visited last time in 2022.

Prashanth GanapathyRaj

The hotel is great to visit with kids. Lots of activities for kids. Water park and wired lounge were the highlights for kids. WiFi was good and the hotel app was functional. Most restaurants are great food. Tavola, Habibi, boulongerie and the Library speakeasy bar stand out. But the service in other restaurants and room service can be a hit or miss at times. The beach is narrow and not very clean due to seaweed and not very usable due to coral reef near the beach. The time share sales process is excessively high pressure and long. 1.5 hours presentation became nearly 2.5 hours. The ways to use credits not 100% clear. Tour pricing not being transparent makes the decision to pick how to spend the resort credit way harder than it has to be. Overall good place for the price. It was something for anyone.

Lotus Skin

RATING: 4.5 We recently returned from a family trip to Moon Palace Grand Cancun, traveling as a group of four adults and three young children (ages 3, 4, and 6). Having stayed at numerous all-inclusive resorts across the Caribbean, I can confidently say that we were genuinely impressed by the overall experience, food quality and options, intentionality, and execution of the experience at this resort. What truly set Moon Palace Grand apart was how thoughtfully the children’s experience was integrated into every aspect of the property. At many family-friendly resorts, kids’ programming can feel like an afterthought; here, it was clearly embedded into the design and daily operations. From dedicated kids’ menus at every restaurant and in-restaurant coloring activities, to a wide range of children’s shows, structured programming, play spaces, and an expansive waterpark, the resort struck an excellent balance between fun and ease. Equally notable was the warmth and attentiveness of the staff toward children. As parents, this made an enormous difference as we didn’t feel the need to over-plan our days, and our kids were genuinely excited to wake up and get started each morning. The property itself is expansive, which means shuttle transportation is required to get around, particularly with young children. While this was generally manageable, we did find that during peak times the shuttle service could be inconsistent, with waits of up to 10 minutes. One suggestion would be to introduce a request or tracking feature, perhaps through the resort’s app (has great UX) that allows guests to call a shuttle or see real-time arrival estimates. This would greatly improve predictability and reduce friction, especially for families. One aspect that gave us pause as parents was the extensive use of marble flooring in the rooms. While undeniably beautiful, it can become quite slippery and posed a potential safety concern, not only for young children, but for adults as well. Additionally, the sudden step-down leading to the lower level where the jacuzzi is located required extra vigilance. As a result, time in the room, typically a chance to unwind, required more alertness than we would have preferred. While I don’t have a perfect solution, providing temporary area rugs for family stays could help mitigate this risk and offer added peace of mind. Lastly, the checkout experience is worth mentioning. The sales pitch presented at the very end of the stay felt somewhat jarring as a final touchpoint. While I understand the intent and appreciate the opportunity to save on a future visit, I believe this approach would be more effective if introduced earlier, perhaps via email or within the app, allowing guests time to review the offer thoughtfully, prepare questions, and make a more informed decision. This would likely lead to stronger engagement and higher conversion, while preserving a positive final impression. Overall, we had a wonderful stay and no substantive complaints. The few recommendations noted above are offered in the spirit of refinement, as addressing them would elevate Moon Palace Grand to a true five-star experience IMO. I would absolutely recommend this resort to families and look forward to returning in the future.

Alex Hu

Good: Food- almost all meals were great, and I left more detailed reviews at the individual restaurants. Service was much better than what you get in a typical US restaurant. Pools- there are so many pools; Olympic sized lanes, and kid pools of various temperatures. Kids play area- the staff at Sunrise play room was so nice and patient, much more than I could ever be if I had screaming kids next to me all day. Bad: Shuttle transportation is poor. On property grounds, they're nicer if you tip. The younger seasonal guys that they hire during Christmas season seem to enjoy driving the golf cart like gokarts, and the vacationing guests are chores that they have to pick up. The front lobby bell service want tips as much as Las Vegas bell boys do, and when you call a taxi, instead of getting you a taxi, they take 30 minutes to divert one of their Palace transportation vans on a side job, for cash only of course. Operations management is poor. We had 2 adults and 2 kids in the reservation; we were given one king bed. It took 5 hours to get a spare bed setup in the room, and of course that bed did not come with a blanket- because we only asked for a second bed. Then it took 24 hours, with 3 app requests, 1 flagging down a staff member who said he's get a manager, and 4 phone calls to get a blanket. Aside from the above two, everything else is minor. The hot tub pool near building 93/94 needs some cleaning. One room had a cockroach in the bathroom. Several rooms had mosquitos, although insect bites were really only a problem if you walk along the property after sundown. Don't come here for the beach.