Finally, Miguel was our favorite bartender and always took excellent care of us and made some delicious drinks!

Manuel had us taken care of at the pool with beverages and was so kind and upbeat!

Raquel and Daniel took excellent care of us at the quiet pool each day.

Really appreciate their energy and care they have for their guests.

Victor took care of us at the Thai restaurant- the food was delicious!

Sun Palace goes above and beyond to ensure all their guests are taken well care of at all times.

The pool was so nice and we were well taken care of by Raquel.

If you go to the Italian  restraunt ask for  Adrian he is awesome  
Raquel is poolsode and she takes care of your time in the sun .

Chantal at the pool was amazing at taking care of us bringing us food and drinks.

Go see the manager, Monica at Aurora and she’ll take care of you!

Executive sous chef Isaac was a great source of information and took great care of us.

In La Trattoria, Francisco took great care of us (and the food was delicious), and Juan Carlos - who was terrific - recommended the most amazing branzino at Fuego -  pure perfection.

He is very responsive and took great care of us on the beach!

The entire staff was wonderful and went above and beyond to take great care of us.

Eduardo took great care of us each time we went.

The staff are so friendly and work hard to make sure you are taken care of .

A big thank you to Fermín who took care of our reservations.

Lizet in guest relations was very helpful and took well care of us.

The restaurant staff was amazing and always went above and beyond to take care of us.

I cannot express enough gratitude to all the guys and ladies that work in the outside operations of the Moon Palace Golf Course and at the inside reception desks.

We were picked up by Luis who drove us to the Moon Palace Golf Course.

Sun Palace

Free parking

Free High Speed Internet (WiFi)

Pool

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.

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.

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.

Moon Palace The Grand - Cancun

price

phone

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.

Agent said that they would then credit that amount back to card in 7-10 days. Why?

..we were un-receptive to their "invitation" to $750 in room credit)  and passed on the "experience" I guess they passed on offering us any more service as well.

At the restaurants, I noticed additional items on the menu that you had to pay for, my wife asked for a glass of Moscato at the Italian place, and they said it was an additional charge, lol.

Promise you room credit that can be used everywhere.

Can’t get reservations, lines for everything, overcrowded, up charges, too many options/fees to navigate, sprawling, understaffed, lounge chair hunger games, limited options for son with celiac.

Make sure to bring an actual Apple or Samsung cord to charge your devices and not an aftermarket one.

There are 2 kids clubs, one at Nizuc and one at sunrise (we didn’t go to the grand, as it’s an additional charge).

I asked how to sign up for the tennis activity that is stated on the calendar and Sergio basically told me that this requires extra charge and he doesnt know of any tennis activity.

Build the cost of tax into the all in price and offer the resort credits without the strings attached.

But you can use only $100 of the $500 credits.

We were given only 750 in credits instead of 1,500.

This hotel will overcharge your credit card and try to rip you off every chance they get, and they are unapologetic about it.

My husband and I spent over 3 hrs trying to make sure our kids had beds and fix the the inaccurate charges to our account, just for me to be told I needed to calm down and stop being so loud.

The shopping and spa credits they give away are of limited value.

we had $500 resort credit for excursions- til Lupita said we had $0 credits.

But the worst part was they charged us 25$ as a no show for a reservation that was not honored.

There is a $25 no show fee, they charged us no show fee even through we went to the restaurant.

Pay 10 to the guy in the bowling alley and you can avoid the 60 charge.

Don’t count on getting the extras they offer like any resort credit or free golf rounds they do not honor it and the golf if super expensive.

The Moon Palace golf course is a resort style venue.

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.

Jan, 8, 2024

Jan, 8, 2024

Jan, 3, 2024

Dec, 29, 2023

Jan, 2, 2024

Dec, 28, 2023