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.

We played a lot of volley both in the pool and in the beach.

I played lots of volleyball with staff like Roberto, Pedro, and Des.

The party pool is the place to be, entertainment staff members Pedro and Des went above and beyond to show us a good time.

The New Years celebration on the beach was outstanding, all the drink you could want while watching the excellent bands mimicking the Four Seasons and Queen.

Best New Year’s party we have ever been to in our lives.

The new year party was amazing and well organized.

Was here for new years and the new year eve party was top tier!

We also spent time every night to play the pool.

They’re here for you at shows, at the pool, at the beach playing volleyballs and even at the bar!

We did TRX bands, leg workouts, yoga, stretching and spin class.

Carlita the bar maid bar and Jonathan were the best  They’re very entertaining and keep the party going!

Was able to spend the days partying and doing yoga!

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

The entertainment staff of Jonathan, Allan, Roberto and Pedro did an amazing job getting the party started at the pool, getting volleyball going and getting everyone involved.

The room we were in was the Honeymoon Suite and it was perfect, overlooking the party pool and the gulf.

The Halloween party was awesome and the bands were great.

but two quite side pools and one party side pool.

Kirina in the lobby bar took great care of us each night before dinner and when Rock Legacy played on Monday night.

There was a musician today that played an excellent variety of American country and country-rock music.

Sun Palace

Free parking

Free High Speed Internet (WiFi)

Pool

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.

We did beach volleyball, the waterslides, the surfing, aqua aerobics, the crazy games, water volleyball, the bull riding, hit the gym several times, played games in the wired lounge and even went bowling.

When we went to the Sunset & Nizuc it seemed to be a fun party environment and food options looked good.

On the other hand we stayed over NYE, and the party is on a huge and impressive scale (although queuing an hour to book a meal slot was less fun and unnecessary).

There was music accompanied by live saxophone playing.

Also, New years eve party was sold out before we even checked in! 8.

The Kids Zone staff (Montserrath, Emilia, Evelyn, & Lily) threw her a party as well with dozens of balloons, a elaborately decorated table, cake, song, and even gifted her a Barbie. Unreal.

The Imperial Band put on quite a show along with Glo Motion.

They played with her and entertained her.

Sunrise had a nice splash place for toddlers to play as well.

It would be great if the app identified who would be playing as they had singers in the past.

The kids still enjoyed playing in the sand though.

This resulted in one of our party falling (my elderly mother in-law) who cut her wrist and knee.

The food was delicious and the saxophone player played beautifully…all the best romantic classic songs played throughout the dinner.

We had 8 in our party and our concierge (Zacil) and

Reception in the morning arranged for us to view the new room to make sure we were happy with it then took us back to the old room on a golf buggy to move our bags over and back to reception to finalise the move and update our wrist bands.

I had a party of 19th people and I made spa appointments for everyone ahead of time only to show up at the spa with everyone and there was no appointments for us after having a conversation with Jorge almost 2 months before my arrival.

My brother was a little loud, and the staff stayed accommodating, patient and friendly.

The bands have a way of making you feel like a second class citizen in a first class resort.

Since we have less time to play she was very flexible to give our bowling shoes and let us play calculating the charge by herself.

The Entertainment team; I had so much fun playing volleyball with Edwardo, Julio, Montse, Demun on 6/21/2023.

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

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.

I think this was the most cringe worthy moment of our stay, as we were walking to our table, I saw that every table had new year's party favors, hats, kid's toy's, glow sticks, etc.

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.

We also asked for rooms so that the party were all next to each other.

One of the people in our party was taking a different flight than we were to go home.

The rest of the week the bucket was filling and dropping on their heads so he had no interest in playing there.

I especially recommend the Branzino sea bass and grilled octopus.

The kids have inflatables to play on or other activities next to the pool, bull riding or ring the bell with the hammer.

Really enjoyed it and I’m looking forward to playing golf in the future because of the great lesson.

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

If you play ProV’s and plan on purchasing a dozen golf balls they are $160 at the course.

Good place for the kids to enjoy (play room for the kids between 4-11 and lots of arcade games).

Yamilet and Luisa with the children’s entertainment; bracelet making, dance party and playroom.

Moon Palace is hands-down the best, with carts buzzing around constantly.

Wine Tasting – Jorge Diaz, Corporate Sommelier, hosted a wine tasting. 2.

Entertainment-10/10 best I could find at all inclusive I went in last 20 years x2/ year ,evening band ,good quality music ,good quality drinks 🍹,crowd very nice and joyful atmosphere  ..that makes all the money

We spent 2 days in the Diamond area of the Sunrise pool, the band Rock Legacy played there and we really enjoy listening to them.

A different show every night and the bands etc round the pools were first class
The cocktails were brilliant (didn’t go through them all lol )
Rooms very clean view from our balcony was stunning and the night turn down service added a nice extra oh and getting a chocolate 
So all in all I throughly recommend this hotel to anyone and we will definitely come back here again

Michelle from the entertainment staff who sang in the Nizuk lobby on Friday night sounded amazing and when her concert became a kids dance party she knew exactly what to do and sang Disney songs and made the night extra special for lots of kids and their parents.

We stayed at moon palace for a hen party.

Written by our 15yo son:
This was our first time in Mexico, travelling with a party of 7 (including 4 vegetarians) for 10 days, and it is safe to say we absolutely loved it, the rooms were lovely and clean, the grounds were spectacular and the food was delicious.

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, 6, 2024

Jan, 6, 2024

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Jan, 3, 2024