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.

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

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.

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

Free parking

Free High Speed Internet (WiFi)

Pool

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

Another frustration is the kids clubs and activities, these are using a great thing for parents who want to get a short break and enjoy an hour or two, kid-free, unfortunately,  you have to accompany the kids at all the events an clubs here, unlike other resorts and cruises we've done.

The kids club is better than anyone I have seen.

Grand kids club:

This kids club is impressive and our kids had fun.

They have a kids club for kids ages 4- 12 .

There is always something happening at night, whether live band or night club is your preference.

I wish him the best and hope to see him again, whether it's at the resort, on the street, or in a club.

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.

We also hung out at the Unique Day Club at The Grand - servers Loida, Annabella, and Christina are top notch, pool concierge Ricardo had our cabana all set up and ready to go.

Every night there is a show.they have a teen club.

This time we went for the Cenote, Turtles & Beach Club adventure.

- In my opinion the Sunrise is a better place for families as there are SO MANY restaurant options and the kids club is huge.

The concept of the "Diamond Club" is brilliant and you do get extras for being a member

Big shout out to Jorge at the golf club bar, what a lovely guy!

Food- Just amazing, ate in all the restaurants at sunrise, golf club and nizuc, never had a bad meal and had no issues getting in any of them.

SEE PHOTO   When you arrive in the mornings the starters have over a hundred golf carts lined up in the order of tee times with your clubs loaded.

Very dissappointed ( unless you were in a diamond club).

Riviera Maya and La Trattoria at the golf club were our favourite restaurants.

but with the option to sit on the beach away from the music, definitely check out the Beach Club or the Unique pool!

My kids really enjoyed the teen club, flowrider, and mini golf - all of which are free.

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.

Moon Palace Cancun

creditcard

Free internet

If you head south from the resort the beach by Club Med is calm.

We love the Cancun area, the staff, food, and services at the Sun are awesome and your right in Cancun if you want to take in some local restaurants, clubs, shopping, etc.

I played at Moon Palace & Riviera Golf Club and both were absolutely stunning courses.

I love that it is an adult only resort so no children running around also the food is very good and the night club is very nice

After a hot day of sun and pool, one gets hungry and Israel was kind enough to help arrange a special luncheon for my group at the Beach Club.

First time to Cancun, and our other resort experience was Club Med in Punta Cana in 2021.

I'd rate the mixed drinks as bar drinks at a US night club.

We checked in with Luis and Carlos retrieved our clubs that we store there year-round.

The only reason we were able to go is because of the credit we got for going to listen to the VIP club sales pitch.

You can watch different entertainers in the more private club settings.

Carlos, Diogenes and Ricardo assisted us with our clubs and carts.

When we checked in the travel club workers were waiting as soon as we turned around from the front desk wanting to book us in for a meeting.

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.

Jan, 6, 2024

Dec, 20, 2023

Jan, 7, 2024

Jan, 7, 2024

Nov, 18, 2023

Dec, 4, 2022