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.

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.

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

price

creditcard

Free parking

Free internet

Pool

but the golf buggy’s run fairly regular “bus-routes”, and getting between hotels is ok.

Property is too big, takes a long time to get around and not always easy to get a ride from the golf carts 
10.

We really liked the new golf carts at the resort too!

OK we go to him he checks the numbers and says ‘go over there and get a golf cart’ so we walked in the direction he pointed!

The resort is large so sometimes we took a golf cart,

This resort convinced us to book because of a golf promotion saying we can golf every day. BEWARE!

If you book the golf package read the fine print -

-The golf cart drivers are really good about picking up guests.

The golf course is tucked away from the other part of the resort and is the best.

This resort is huge and golf cart transportation is a must.

Gilberto who drives one of the many golf carts to shuttle people around the resort has always been our favorite.

We also used the tennis and pickleball courts at the next door resort (access with golf cart shuttles).

Going to places/transportation is done through golf carts.

This resort is massive and the golf carts came in handy, we stayed in building 85 which wasn’t too far from the main lobby, we opted to walk often as the golf carts got full pretty quickly.

Amazing Amazing Amazing 

Best restaurants with excellent service 
JC Steakhouse 
Jade 
Agra at the Sunrise
La Tratorria at the Golf Course 

Caribeano for breakfast you get the most amazing and personal touch in the whole of The Grand

The campus is huge as well, requiring a golf cart shuttle service to take you around (although it's very feasible to walk most places as well).

Golf cart network is a great option to have.

Huge resorts that provides golf car transportation which is convenient. 7.

Snack huts, bike riding, mini golf all shut due to rain.

The hotel is so big, you really would need to get on some sort of golf cart or bus in order to go from one end to the other. 3.

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

phone

Free High Speed Internet (WiFi)

If you play golf there are to 2 excellent golf courses.

My husband loves the golf courses and I love relaxing at the spa.

Had a trip to play golf at Moon, Luis, Carlos and Ricardo helped sort buggy’s and drinks.

Booking: We booked a deal via the call center where you get a 5th night free if you stay 5 nights, free golf, free airport transfers, and a $500 resort credit.

Our Diamond Concierge Fermín was great, in frequent contact prior to the trip to make all of our arrangements, including golf, spa days, meal reservations, and excursions.

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

While on this trip, (after Golf at the fabulous Moon Palace course) I took my granddaughter and friend to see the Grand, Sunrise and Nizuk complex, and

It then took another 15 min to have someone show up with a golf cart and shuttle us to the main lobby.

We went to talk to Maribel at guest services the next day about the credits and golf package that was included with our stay.

Jayro who was our diamond concierge did an outstanding job in organizing our spa, golf, and excursions.

We also had the option to use a Palace shuttle to Moon Palace to enjoy some other dining options, getting in a nice long walk along the oceanfront and to the golf course area for coati and other wildlife sightings.

Aurora, Fuego, the Thai, the Italian, and Riviera Maya - the Mayan restaurant at the Golf Course, served up delicious fare, as well as advice on wine pairing, all with attentive service.

We went to the Mayan Restaurant at the golf course where they have an a-la-carte breakfast.

but when we came upon Gale at vacation planners to book golf,  he took the extra time to ask about cancellations and got us in the chef dinner.

You don’t have to get a ride on a golf cart.

Special gratitude to Emilo and Jorge, servers at the MP golf course restaurant, for excellent service and for your friendship.

I will thank golf pro Adan Álvarez every time I hit a good chip shot and sink a putt.

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, 7, 2024

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Dec, 9, 2023

Sep, 9, 2023