Pool side - as a test i gave the lady $5 to take care of everyone she never left us, everyone gave her more after she did a great job.

-Our last day poolside was lisbeth she took care of us and she was great.

We were also very well taken care of by pool concierges Richard, Ricky and Eduardo.

Always has a smile on his face and really cares about his customers.

We also want to thank our driver Lois and our managers Manuel and Antonio for taking great care of us throughout our stay.

My mother in law and I waited 30 minutes for a cart from the lobby stop I contacted concierge and they didn’t care obviously.

Pablo at the Sunrise swing bar pool was there for our every need and pool concierge Eduardo made sure we were taken care of.

We did a day trip to Beach Palace and saw our friend Jesus (Pool Concierge) who took awesome care of us.

but he assured me that he would make sure it was taken care of.

Orlando Itza (mi peluche) and Fernanda Mondragon take care of us everyday.

He takes care of whatever you need or want!

The good is very good:  no shortage of staff anywhere, so your every need can be taken care of quickly; from drink service at poolside, to restaurants, to (and for us, this was the most striking benefit) the easy availability of golf cart shuttles to take you wherever you want to go on the property.

First time we went we didn’t care for it, so we were happy we gave it another shot!

We just unplugged for the week and felt so taken care of by the staff.

They made us feel special and provided us with great care each day.

Alberto, he took care of us when Daniel was away – great job!

Also at Trattoria Abraham did an amazing job of taking care of my family with a 3 year old.

They went above and beyond taking care of us.

their Mexican restaurant is right by golf club, dinner requires reservation.

Many excellent dining choices, fabulous spas, and a challenging golf course.

Also the golf starter team consisting of Noe, Angel, Adrinal, and Luis as always treated us with respect and were always ready when we showed up to play golf.

I flagged a golf cart driver gave him $5 he helped me take the luggage up to my room.

there are little golf buggys that take you from the different areas which comes in handy for little legs.

Adani our golf instructor has a gift as an instructor.

Our kids had so much fun, the golf course is really nice as well.

The grounds are huge and they have golf carts constantly running to take you from one place to other .

My family and I booked the beginner lesson for the Moon Palace Golf Academy, and we were not disappointed.

I would skip "Gondola," which was totally average. The Indian restaurant "Agra" which did require a reservation was fine, as was the Italian restaurant at the golf course "Trattoria."

They do have golf carts that drive around and pick you up.

but I haven’t mentioned were mini golf, the spa, play on the beach, watch the shows.

Getting around the resort is easy with the golf cart transportation and just go to one of the stops and check out the map and see which letter route you need to catch and they will take you where you need to go.

The service by the service staff was superb - restaurants, poolside, housekeeping, golf cart drivers.

- Trattori (Sunrise / Golf Course) - what a lovely restaurant.

A great introduction to golf and the instructor was very helpful.

There are so many other restaurant ideas that would crush it at that golf course setting.

The Moon Palace golf course is a resort style venue.

Gerardo Jimenez (Sunrise lobby, always there when I have questions)

Liz Martinez (For assistance with planning our trip)

Ricardo and his crew from Moon palace Golf course.

Just had a fabulous pedicure with Yolanda at Awe Spa at moon palace golf course.

We had a great morning playing golf at Moon Palace Golf Course.

Five Stars to Moon Palace Golf Course and five more stars for Alexis and Rodrigo.

Saidy and Alfredo are the best in the spa at Moon Palace Golf course.

Antonio,Alexis,luis,Angel,Rodrigo and Adrian at the Moon Palace Golf Course were very great.

The front desk is difficult to deal with, especially if you lose your bracelet, fine print costs you a lot of money.

Check-in was chaotic and clerk required us to charge another credit card for the entire trip that was already paid for in March.

If you wanted to attend the new year's eve party, it was an additional fee, lol.

Used to be a five star…still cost of a five star

The hospital trip also cost over $800 which we had to pay as well.

Don’t come here unless you like abuse and pay $20K.

For the price we are paying, we could be staying at the Four Seasons.

but you would have to pay for something first.

Note of not staying at The Grand: you must pay extra for the water slides.

But I don't think the additional price is justified for service or food.

Everything is falling apart, we paid extra for a swim up suite which was worthless and a joke.

Considering that they don't get tipped and what they are probably being paid, the servers were amazing.

But I Would not stay there again for regular price.

At $600 USD a night, this is completely not worth it.

Paying 16% tax for a service/good that is marked up at least 84% higher than what you would pay in the US is like getting no real value.

The bunkers are full of rocks and the course itself is not in pristine shape that you would expect from a course that charges $300 a round.

but we were told that he could be seen by their doctor but any expense had to be covered by us.

We paid for Ocean view and that was not Ocean view.

but they do not compare to the service and attention to detail that all the employees pay to everything they do at Moon Palace.

No music or entertainment to ring in the new year there.

The App was a little bit helpful to find what entertainment there was,

The Momo Tepanyaki was delicious and the chef was massively entertaining.

The shows, activities like sailing, kayaking, biking, play room, Wired, etc.

The cook who was at our table was very funny and did a great show.

Montserrat cares about all the guests and gives so much energy and also helps out at the shows in The Grand Theatre.

The entertainment staff Isaac, Raymond and Kevin were amazing and made the days fun!!

Entertainment at night we thought was excellent- very talented acts.

I have been coming to  The Grand Moon Palace for 8 years now and Ernesto el Chef bailarín, just made my day with his dance moves and the delicious ice cream he serves,  You must look for him near the pool at Sunrise.

Waiter Dario and her supervisor Anna are the magic combo on the floor - they gave us VIP-level customer service every time we came to enjoy at the restaurant  and they made our 5-day experience memorable!!!

It was a joy to relax and let the wonderful pool attendants; Marvin,  Amalia, and Amairani, bring you any beverage and food selection with a friendly and attentive “how are you doing?”

The children especially liked the elderly ice cream caballero with the hat and funny dancing.

Their entertainment team is amazing and always something going on.

The entertainment staff at the Sunrise (Jesus and Mitch) were very engaging and went out of their way to make things fun.

The entertainment staff sexy Issac, Doris, Sahara and Kevin made my family’s stay so fun!

Perhaps because most of the high-end dining experiences are there, as are the elaborate kids’ waterpark and a dance club for the late nighters.

Circus – The manager gave us a tour of the facility. 12.

Was quite disgusting to think that this would be acceptable to them.

The food was absolutely disgusting you couldn’t get in the Al La carte restaurants as they was all booked up.

Beach was full of seaweed and smelly -  water looked u healthy to swim in.

Stayed 5 nights, on night 3 I started noticing a urine smell from our mattress, stripped the bed and found our mattress was covered with urine.

Also, the beach is completely brown and unswimmable, and smells like sewage.

Steps have been taken to keep the majority of it several hundred yards offshore, so the stench does not permeate the atmosphere throughout the resort.

The food is disgusting, and think twice if youre going to have a wedding here because the way they treat guest is horrible and they dont care.

The room had a strange smell, insects, and technical issues with the app.

While on the property, the golf carts and lobby-to-lobby buses meant we never had to break a sweat.

although there was some seaweed in the adjoining beach, crew was constantly cleaning it out (no smell of seaweed).

Maintenance was noticeably lacking, door to room did not close properly, curtain pull broken, drain in hot tub broken, sink drain almost fully blocked so water would not drain.

If anyone use to or expect 5 star experience like international hotel brands (Marriott group, Hilton’s or Jumeirah) don’t expect anything like that here… Property old and tired and staff are undertrained to offer remotely comparable service..

Will NEVER return to this hotel even if it were free..

We checked out of the hotel and stayed in the Grand afterwards… hotel was much newer and didn’t have the same smell issues

but blimey u would think a hotel like this will entertain the guest indoors, instead they had some women screaming some nasty boring songs.

The food servers were handling food without gloves and that’s very disgusting   This place is falling apart, the employees here are way too pushy to sell something

but the sea water is disgusting with discolored water and the seaweed problem.

The bed linen particularly the pillow cases smelled like urine.

Booking appointments for spa with Jorge took over a month.

I would highly recommend her and the spa.

There was no ventilation in this dining room, we all felt like we were in a sauna.

My favourite was Lorena from the Spa at Sunrise.

A trip to Moon Palace cannot be complete with a visit to The Grand AWE Spa.

The fine print is there is a 16% tax out of pocket payment associated with these credits and there are limits on what you can use it on (golf, spa, upgrades, etc).

The spa at The Grand is also one of the highlights of Moon Palace.

A good time was had at the Unique Day Spa on several occasions and a highlight being the Library Bar which has awesome drinks.

I had many massages in my life and she obviously very experienced.

Pools, spa, excercise and bars were top notch.

Next to impossible to contact diamond transportation following a spa treatment at the Grand to return to our room at the NIZUC.

The spa at Grand and the golf course is a one-of-a-kind experience.

Had two deep tissue massages from Selena.

We spent time at the pools, and we frequented the Spa.

Claudia at Awe Spa was amazing at scheduling our whole family for facials and massages.

He scheduled all of our spa and dinners perfectly and worked closely with our

Moon Palace Cancun

price

smell

golf

show

Martin at Cusco consistently went above and beyond in taking care of us.

At the Diamond Elite Pool, Jose, Sulema, Juan Carlos, Carlos, and Israel took wonderful care of us during our stay.

My daughter has very severe allergies and so the people taking care of her were so careful about her allergies.

I wanted to give a shout out to Hugo Armando, Julian, Cesar, and Adriana for taking care of me every step of the way.

Thank you Juan for taking such good care of us.

The Grand has spoken, and they simply don’t care.

butler who made sure our needs were taken care of.

The person that brings out ur food will be a different person, who doesn’t care to bring you anything.

Reyna Lozano (customer care specialist) every year we come she always makes sure we are well taken care of

And a very special thanks to Ariana who took excellent care of our room all week.

Alfredo at Unique Day Club made sure we were well taken care of and was so friendly and nice.

They took care of every single detail, made sure that we enjoyed all the time and were super respectful and caring.

They took care of our daily needs and wants, we were very lucky to have them as our

Gilmer at one of the pool bars and lobby bar took great care of us on multiple occasions.

And if the opportunity arises, do not miss out on the chance to experience Juan Carlos's exceptional service – his genuine care will leave you with a heartwarming smile!

Cusco was the favourite pool - Monica took excellent care of all of us.

Guadalupe and Yesmin at the olympic pool took great care of us.

Every type of entertainment exists, our 5 and 7 year old loved the kids club (not always the case on previous holidays) and the kids staff are great (Louisa in particular).

The Beach club had some nice appetizers to choose from.

A shout out to Juan at the unique day club who went above and beyond to look after us.

Caught the sunrise multiple days via the Beach Club and the beach was in great shape.

*We were in building 88 (usually were in 94 other stays)- we really liked this location as it was super close to the lobby and all restaurants, Unique Day Club and the Olympic Pool
*Rooms were serviced every day and the housekeepers did a great job
* Was able to book our fav 3 restaurants on the app- Teppenyaki, Agra & JC Steakhouse.

We like the variety of restaurants and spend most of our days at Unique day club.

We were pretty much at the kids club every night (1 hour before closing) so the kids can cap off the evening.

The Unique Day Club pool was a nice place to get away from children … it’s adults only.

We want to say a special thanks to some of the staff that made our trip even better:

Alejandro – Moon Grand Lobby bar bartender
Alfredo – Unique Day Club server
Ossmany – bar manager
Daniel Brito – Olympic Pool server
Jordan – Olympic Pool Bar Supervisor
Fernando – Diamond Pool Concierge
Wilma – Olympic pool server
Nicolas – Olympic pool bartender
David – Margarita cart
Monica – Lobby bar and Speakeasy server
Goretti – Beach Club server
Arturo – Caribeno breakfast server
Ana – hostess Caribeno
Bella – hostess Caribeno
Carolina – Manager at JC Steakhouse

Thanks to all for another fabulous vacation and see you next year!

A special shout out to: Julio (Activity Pool) Jorge (pool server by The Grill), Norberto (Cusco), Ernesto (JC Steakhouse), Luis & Laura (Los Caporales in Nizuc), Damian & co-worker and Pedro & Abigail (Casa Mia) and the server on the beach in front of Beach Club (sorry can’t remember his name).

The Beach Club was very nice, secluded from the rest of the more populated areas.

❤️ Marisol in the Caribeno restaurant is our number 1, the service she gives her guests, her smile and enthusiasm for the work she does is simply amazing, that lady is a true inspiration to her colleagues and I'm sure she would excel in a management role 

💙 Juan in the Unique day club,,,wow, what a hard worker he is, never stops and always ensuring his guests are looked after and has everything they need,  he was fantastic!

I especially want to mention Pablo at the Unique Day Club.

but make sure you have Marisol as your waitress , this lady is the most beautiful amazing woman who recognises you every year we go 

Spa - Couples deep tissue massage is the  best experience and the 2 girls we had are a credit to the Spa 

Jesus at Unique Day Club again is amazing and again recognises us year after year and goes out of his way to make sure we are looked after

Our favourite restaurants for lunch were the Beach Club, Los Tacos, The Ninth Pin bowling alley and Habibi.

Julio was the best bar tender in the beach club!

We then asked directions to the "adult pool" which is actually called the Unique Day Club.

We have bisitied many, we joined the Palace club here.

Our favorite aspects of The Grand were the dessert/coffee shop, The Wired Lounge was ours kids favorite, Indian Restaurant at Nizuc, minigolf at Nizuc, indoor play area at the Grant water park, Moon Palace Golf Course, fitness center, in-room jacuzzi.

RIcardo and his crew at the moon palace golf course, our clubs were always ready and waiting for us.

Luis at Moon Palace golf course continues to be the best.

The were a few exceptional stand outs from this visit to include Yelsi from the AWE Spa at Moon Palace Golf Course.

Housekeeping hasn’t shown up in days and all they do is call you at 8am to get you to go to the time share meeting.

The rooms aren’t great for the price…the air con was noisy, our in-room telephone didn’t work, the view over the back of a water park were bad.

Next day she has another person call starts off "this is guest services, how is your trip going" quickly goes into "my friend invited you to breakfast let's arrange it again" by this time we were 😡 again said no!

We kept calling and nobody would pick up the phone.

#moonpalace resorts Cancun - don’t waste your money - mobile app is a joke, Room Service outsourced to call center with 3 hour wait time, low hospitality EQ with many public facing staff, can’t get reservations for restaurants, didn’t observe food allergies - not coming again

When we tried to call for assistance from her room we found that the phone didn’t work.

Second room we checked into has a non functional shower and a non functional telephone.

I then get sent an email in Spanish regarding this matter and a follow up call that confirms that we have been given a 100 dollar credit .

The resort relies on a phone app to tell you what's going on in the resort, where everything is, and make reservations.

If where we were going wasn't their route, they'd call for another tram and set the expectation of how long we'd have to wait.

but dirty rooms no when I arrived to my room the table was dirty and ring marks all over room , toilet roll bits on floor and 5 days later still there I had to complain and ask for a good clean.

The service here is horrible the workers are very rude they throw you off like garage hang up the phone and don’t help  you .

On the second day, we didn't receive any housekeeping service, and when we tried to request it, the phone was not working, which was frustrating.

2 didn't and unplugged the phones in their room to avoid being harassed each morning about the presentation.

We felt a little bait & switch, upon arrival we were told we had to upgrade from our reservation to get king beds, when I was told on the phone we had reserved rooms w king beds-

The reps are a filter to screen call only, no value.

If you call the service desk for this, it won't show up.

The restaurants you cannot get into as you can only book in advance 2 days ahead from 10am using the app (which is temperamental) or by calling 0, long waits and they hang up on you.

After repeatedly expressing that we are not interested in excursions for this trip, we got a notification every single day asking if we had reconsidered as well as a phone call to the room every day asking if we had reconsidered upgrading the room.

We planned this rather expensive vacation for a long time and were a bit panicked when we saw a number of 1 star reviews in December 2023.

You need to reserve tables in advance  for an extra fee

Overall they just seem unorganized at times and the experience was too chaotic and stressful - not what you'd expect for paying 5 star prices ($1.6k/night per standard room for several of the nights).

We have paid a massive amount of money to come here from the UK for the six of us.

Not what a family wants on a 5* holiday that cost $$$$$.

but apparently not anymore, they had removed it  probably because it end up costing them lots of money!

This is just a totally overrated hotel and not worth even a small fraction of what it costs to stay here, especially if you think you’re going on a beach vacation.

I asked them why an option to pay later was even available when it didn't guarantee a spot and they couldn't explain this.

If you can not deal with the volume of people don’t sell massively expensive holidays to that many people!

Also, the picture packages were very expensive for dolphins.

Why are we being guilt tripped to pay for something we have already paid for?

We had booked at a lower rate when we made our reservation in Feb, and with a recent check for another family member, we noted the room rates had gone up.

Her response was that we would need to pay and she’ll be writing a report.

but is trying to sell a voucher for a future stay for $299, which allows you to book a future stay at a discounted rate.

Or they pay you $500 USD in palace credits for going to a 90 min.

but otherwise my experience here was very disappointing for the price it costed us.

but when a massage can cost £750 for an hour this can easily go.

Our stay did not cost us a penny more than what we paid when booking.

But $1,250 of credits bought us a lot of time in what is a very impressive spa, so it felt worthwhile…although it is a bit galling to be told you can stay for a week for the price we paid for a night!

It was a long painful experience which we complained about and received a complimentary massage at the spa.

We always look forward to the spa services when we come.

We were promised that by our friends and family going to a presentation they would obtain $1500 in spa credit.

You have left me relaxed, with a first rate experience at the Moon Palace Grand spa.

The spa was incredible and we had lovely massages which I’d recommend to anyone visiting.

There's a little something for everyone at the Grand from huge swimming pools, to water-parks, arcades, spas, mini-golf, bowling, nice beaches (maybe lacking crystal clear blueish waters

Awe Spa – Hydrotherapy – did this twice.

Our teens 16 & 13 really enjoyed their company during the trip
*Delicious coffee and smoothies can be found at the smoothie bar in the spa- go there in the mornings!

but we booked what we thought and understood was the same spa service, where a discount was applied.

Swing by the spa and receive a relaxing and well needed message and Gabriella can schedule it at Guest Relations with a smile on her face making sure nothing is missed.

Jan, 2, 2024

Dec, 28, 2023

Jan, 3, 2024

Dec, 29, 2023