The food was cold,came out late and tasted noting like the first time.

The chicken tenders and fries were cold and seemed like they were leftovers from 3 days ago.

We went to Jade one night and half my meal was cold and had to be sent back to be heated up.

Most days we defaulted to the buffet or room service which was bland and/or cold, with very little options.

Many of the restaurants mixed up orders, served food cold, served alcohol when it wasnt ordered, chicken was uncooked at the Nizuc buffet, etc.

Eventually I put on the shower to cold and just sat there to help with the itching and the pain.

The people at  the check in counter were rude, the people who activate your resort credits are insincere and pushy, making you offers to entice you then taking them back saying that you must’ve misunderstood and the food at the restaurants comes out lukewarm or downright cold.

but cold blooded and calculating, and leaving you uncertain when it will take another chunk out of you.

but I did not spend the money I spent for a high-end all inclusive to have to eat buffet food or cold room service.

For example, we waited an hour and a half for our meals at the JC Steakhouse, the service was horrific as they forgot many of our food items, didn’t come by to check on us or update us, didn’t refill drinks, and the steaks were almost cooked raw and cold to the point where we couldn’t even eat our meals.

The Italian at sunrise was shocking they served Caesar salad that was rotten and the lasagna was cold.

Apparently he experienced the sauna and a cold room, also was instructed to shower before it all??

,Went to some  speciality restaurants,,food cold or main came out half way through starter in most of them

Food could have been ok if not stone cold.

but not on the app) to be delivered and usually arrived within 20 min, ice cold!

Calamari was undercooked, crab Mac and cheese was cold and beer was warm.

We ordered breakfast, which took 1 hour and 25 minutes and was cold.

To be clear we ended up spending most of our time in nizuc and sunrise in the end because the staff there are 10/10 for personable service.

however someone needs to get a grip of it and bring it in line with some standards that should be expected for the cost you are paying.

I assumed that this money went to the resort we were exchanging our week with. NO!

In my opinion, "The Grand" is definitely gearing towards a money centric culture, which is extremely disappointing to both observe and experience.

but doesn’t want membership, Ruben, one the sales rep said, “Oh we don’t need your recommendations or your money, the owner is doing very well without all that from you “.

I am not so sure why these people are allowed to give preference to cell phone chats over paying customers.

With Palace raising room prices from avg $600/night (in 2018) to $800/night at its top tier facilities, members are the ones footing the bill for the certificate users as members only receive a small discount on the market rate, resulting in us paying more than the cost of the certs.

-Poor food quality 
-Missing Tiles from pools
-Odd drainage smell in showers
- Sun beds ripped with stuffing coming out
-Stains on Dining Chairs
-Sub standard restaurants
-No Orientation - pushing membership only
-No welcome at all

There is no focus on quality when they already have your money.

If I wanted to waste my family time, I don't need to pay money and come to a resort to do so.

but I do not think this is the best sadly many other nicer places about for less money  💙☀️

****Just to add on !!

We are booked to come again at Easter, I really hope by then Management are addressing staffing and service issues as if not, we will probably look to book elsewhere until the issues are addressed as it's a long way and a lot of money to come from the UK.

but for the amount of money I paid (circa $2000 a night for a family suite), I don’t expect a mixed bag.

We ended up spending $40 for a taxi back.

but still sold out the hotel to its capacity to serve paying customers. 3.

I would not be recommending it to friends or family as value for money is not good.

Steer clear and spend your money elsewhere!

Definitely would not return as this really ruins your holiday especially for the amount of money paid to stay here.

The wine selections are poor also, even the ones you had to pay extra for.

Our poor experience is in regards to Vacation Membership offered by Palace Resorts.

That said we did purchase the deal for a visit to the sister resort in Jamaica (this was before we realised how poor the service was).

Very poor after sales care for potential return customers.

The overall cleanliness was poor - in the rooms and communal areas.

The service is very poor for a 5* hotel & the price we paid.

but our last day he wasn’t there and service was poor again.

We had read some comments before we went about poor service and not enough staff (everyone has this problem just now) so had prepared ourselves for it not to quite be what we had hoped,

- [ ] Went into line at the wrong desk initially, due to no welcome
- [ ] Stood in second line before getting checked in
- [ ] Got the wrong bands
- [ ] Can’t book any restaurants 
- [ ] App doesn’t work
- [ ] Waitress communication poor about food options at Italian restaurant 

- [ ] Call for golf carts early.

We have quickly realised that with a green band you are over looked by staff and are given poor treatment in favour for other band colours such as black white and clear bands.

Drinks - poor, Service - shockingly bad/slow.

Le Chateau: Food was poor tasting, they were out of duck, which is a big disappointment when you are paying so much per night.

however we visited towards the end of our second week and found it to be poor again.

The wines included in the all inclusive were generally poor

Finally, my other half made a point about how poor the French fries were that were being served in all the restaurants, even in the JC Steakhouse they were the same quality, not very good at all for a 5 star hotel.

The poor guy was struggling to keep up with the line and I feel so sorry for him.

Service was poor – not sure if it was because the servers were short staffed or that they were trying to spend as little time in the exhaust as possible.

The food at all the restaurants was superb, including the buffet!

Request Randy as your waiter at The Grill!

We came to the Caribeño restaurant and we were very lucky to get Juan Martinez as our server.

I have to say a special thank you to Bella in the Aricefes resturant in nizuc, Arturo in the Nizuc pool staff as well as Hermanlindo too.

Also, once you come in their Caribeño restaurant, they will ensure to show their care and great relationship building skills.

Jeho, Victor, and Virdiana took great care of us at Habibi for dinner.

One day, my husband and I went to Los Tacos and my daughter came to find us

As a parent it can be so scary to eat in restaurants with children with severe allergies.

Our favorite pool was the one by The Grill.

but the food was better in the restaurants.

Servers @ breakfast Caribeano
Fernanda Deferia
Hector
Carlos

Sunrise Spa
Isis
Itzel
Alfredo

Felipe - the Grill Pool

Drivers
Isimel
Carlos
Edgar
Armoindo 
Edwin 

The Nizic @ Arrecifes the Brazilian 
 Perseo
Manuel 
Angel 

The Grill
Felipe 
Oliver  

Sommelier Wine Tasting
Martin
Aylin

Servers Lobby
Gibran
De Dios

Agra
Noe
Rafael

Casa Mia 
Pedro and Gustavo
Miguel Platon
Orlando 

Tavola
Raul  
Guillermo

La Cantina 
Clarissa 
Marilu 

Tapas
Luis Felipe

We had a different delicious cuisine every night and love the breakfast buffet so everyone can get what they want in the morning.

even though the restaurant was virtually empty.

We had the romantic dinner here, it was beautiful!

We have also enjoyed the restaurants and facilities at Moon Palace's Sunrise and Nizuc, Beach Palace and Isle Mujeres Palace Resort.

Even a poker set we just had the best , Guillermo  who lugged our golf clubs and suitcase up 3 flights, Ernesto at JC Steakhouse, Humberto, Paola, Miriam, Samantha for professional spa services, Carlos at Momo's, Javier, Victor & Ricardo at Arrecifes, Bernardino & Luis at Taco Pool, Antonio, Paul, Gaspar, Jacquelyn & Gregorio at Nizuc pool, Inocento at golf pool, Alejandro, Diana, Danae, Diego, Amelia, Jair & Eduardo at Caporales, Octavania at the Pub, Sergio & Lorenzo at Asadero, Alejandro (Angel) & Ignacio at the Grill, Humberto at El Manglar, Abraham, Caesar at Trattoria, Saul and all the golf cart drivers.

There are multiple food options for everyone.

The pools were all fantastic and with great food and beverage service.

However, the service that Juan provided was even better!

Jade resturant staff were the only resturant where we received good service.

The service is great the hotel is immaculate.

The services was exceptional with us rarely going 15 minutes without having someone come by taking a food or drink order.

I did not go to my favorite pools this trip because of the service.

Juan is on the ball when it comes to a 5* service , nothing is too much trouble.

The spa services are always relaxing and comfortable.

The service the first time was brilliant.

but the night was special simple because of the service and location.

We have always received exemplary service and loved our time away.

Whilst I will not fault "The Grand" on its aesthetic appearance; on this vacation I experienced more staff (surprisingly from Guest Services and the Front Reception) happy to say "no" without offering alternative resolutions.

The daily maid Sara kept our room spotless and the turndown service was also great she did a fantastic job.

The resort is really great and the service is top class.

The daily maid and turn down service was great.

but if you do get in, the service is not bad, and so is the food.

but the decor and service are great
Tavola - Italian - The pizza and pastas here are fantastic.

The service, menu and food at Casa Mia was fantastic, so good we ate there twice and Pedro was amazing!

Our concierge, Miriel, met us upon our arrival, confirmed our reservations for spa, dinners, and other activities, all of which were precisely as requested) and introduced us to our

All,

I've been a customer of the Palace Resorts for over 15-years; during which, I have stayed at Sun Palace, Beach Palace and Le Blanc Spa.

We would like to thank Julio, our limo driver from the airport to the resort, Israel & Maximo who greeted us with cool cloths and a carnation, Brenda our concierge who set up all transportation for the week, Jocelyn who set up our spa services, Guillermo who lugged our golf clubs and suitcase up 3 flights, Ernesto at JC Steakhouse, Humberto, Paola, Miriam, Samantha for professional spa services, Carlos at Momo's, Javier, Victor & Ricardo at Arrecifes, Bernardino & Luis at Taco Pool, Antonio, Paul, Gaspar, Jacquelyn & Gregorio at Nizuc pool, Inocento at golf pool, Alejandro, Diana, Danae, Diego, Amelia, Jair & Eduardo at Caporales, Octavania at the Pub, Sergio & Lorenzo at Asadero, Alejandro (Angel) & Ignacio at the Grill, Humberto at El Manglar, Abraham, Caesar at Trattoria, Saul and all the golf cart drivers.

They were nice to us when we purchased the Princess Manicure and Pedicure for my daughter for her birthday,

Then when we need spa service the team of the staff were so friendly and helpful.Thank you to Nelly Cordinate manager.Mayra Hernander  Supervisor at the spa..Ana Gloria and Luceril made my nail so pretty.

Lou was great and helped as much as possible, Yesenina was great at the spa.

Top notch spa service and everyone is so polite and hard working.

Bedrooms are exceptional, beds so comfy, spa bath a lovely added luxury and staff are a credit to Palace resorts.

The Awe Spa at the Grand – we always look forward to the Spa treatments at The Grand at Moon Palace.

We have been to many spas and this one definitely topped the list for both of us.

On resort, we did bowling, karaoke night, hit the night clubs and enjoyed multiple visits to the spa. We also ventured off resort with excursions to Ek Balam and Cenote Park (highly recommended for the Mexican ruins which are unique as their status as the only ruins you can actually climb and the refreshing swim in a huge cenote) and Xel-ha (an eco park with plenty of water activities including snorkeling, snuba, lazy river, water slides, dolphins.  )

The Spa's and the massages are world class - this time I was able to take my 16yr old daughter for a couples massage over at the golf Spa and was able to do the hydro therapy after with the lovely Emma who looked after and pampered us!

The Good:
- The rooms are spacious
- The luchador dinner was very entertaining and by far our top experience at the resort
- The spa services we received were great (manis and pedis for everyone) and booking them was not impossibly hard 
- Los Tacos - best tacos we've ever had

The Bad:
- The pillows are like rocks, my neck and back may never recover.

On previous visits I have always stayed in the nizuc and sunrise side of Moon Palace which has always been 5 star and wonderful.

Please visit Axel and his manager Elizabeth for an unique experience.

Our trip was absolutely marvelous and we have already started planning our next visit.

The grill:
This was a lovely restaurant on our first visit.

I visited Moon Palace The Grand in August with my family.

We have been visiting Cancun every other year as part of our summer vacation.

I couldn’t wait to visit the library, it was great

Drinks are wonderful and very nice to visit with.

This was our 4th visit to the grand moon palace

I absolutely loved our stay at this hotel and we barely got to explore the other two hotels next door (the complex is huge)…perhaps we will visit The Grand again one day, I’ll just have to save up quite a few pennies! !

Our 3rd visit to The Grand, 6th overall at MP complex, and yet again, certainly not our last.

When we visit finest at playa mujures , we see a lot more tipping going on

Food that are left outside till the very next morning we're visited by animal on the resort.

We have visited the Grand / Moon Palace many times with family,

This is a key point to be given a map and then explained to about all the hotels you can visit as a all inclusive guest.

So this was our third time back at the Grand,  second as a family as myself and husband visited in January this year for our anniversary.

The Awe Spa was very relaxing and worth the visit.

I visited The Grand with my UK family for two weeks in July.

We hope to see him again during our next visit!

We highly recommend any body staying in The Grand palace should pay them a visit to enjoy the food and the service there.

Moon Palace The Grand - Cancun

cold

money

poor

service

visit

Many restaurants in the area if the 6 in the property doesn't have anything you want to eat.

After staying at the Royalton CHIC - it was a breathe of fresh area to get a break from the party, drink your monies worth experience.

He took us to see the areas where they protect the sea turtles eggs and explained the encubation process.

Additional Items to Note - 

- The property is pretty rundown in most areas compared to other Marriotts at similar locations.

There is a path-way from the lobby in the AC area so you do not have to use the beach or street to access. 4.

The location is splendid and the beach area is the best.

There is also a basketball area, and fussball machine.

This location is also further from main area for restaraunts

The public areas are quite nice and the staff are excellent

Specifically the team working the pool and beach area.

The sushi and chicken skewers I had almost everyday, the hummus, happy hour facing the ocean below the pool area.

The pool area and beach had suffered some damage

The pool area has made improvements - such as shaded areas around the perimeter of the pool and by the poolside bar.

Everything  from the doorman to the concierges was superb
We visisted recently with Husband/Familiy & Friends
Thru all the different areas in the Hotel we felt akcnowledged and provided with the best Hospitality.

Grand elegant lobby and awesome pool area.

Being in the Tourist Zone made the hotel area feel safer.

I loved the swimming pool area and the massage that I had done in their spa.

The pool area is very nice enclosed are some pics taken from my balcony.

I mean it is a very very long walk + elevators to get from one room to another.

The guests also didn’t wear masks in the elevator, which at times were packed were people.

I was placed in a room near the elevators.

Masks: they require it in the lobby, elevator or until you sit down at the lobby bar or restaurant.

Masks are required in all indoor areas, there is hand sanitizer everywhere, limited numbers of riders on elevators, and plexiglass at the front desk and concierge.

This was absurd things like only one functional elevator, which caused frequent delays since only one party could ride in elevator at a time.

Here is a scenario for you - husband and I in elevator.

I would've given it 5 stars if not for the full size beds, and one working elevator due to renovations.

When walking back from breakfast we were advised we could use the service elevator.

My only complaint about this property is the elevator.

Also note, if you stay on a higher floor, there is only 1 elevator.

My dad did get stuck in the elevator in between floors, which was mildly disconcerting,

Things weren't well labeled(to get to the pool or the elevator etc).

No need to take the freight elevator any longer.

Hotel lobby is still being renovated some elevators don’t work and very noisy in that area.

48 hours later I ran into the Director of Loss Prevention in the elevator who then finally came to my room and told me they couldn't see anything on their security cameras.

Unfortunately during my stay the elevator was broken almost 1 (one) evening, I stay in the 4th floor so I must going up and down with stairs.

We were concerned as it was right by the elevator

Its facilities, the staff, the restaurants, the location, the beach, together provide a very pleasant experience for the visitor.

The location is safe which is number one for me.

but least it's located across the street from so really good resturants too.

The beach with Sachbe Beach Shack provided the awesome beach service - drinks, sunbrella & the perfect location [while tanning].

Location is good, service in general is fine

This was one of the best Marriott locations we have visited.

since Cancun is a tourist location there is constant in and out of tourists and what is missing is personal touch from the staff.

The rooms have nice balconies and the location is within an easy drive to popular spots.

The beach on north part (where Intercontinental located) is a lot nicer.

Yep , this place is a wonderful location to waste hours of your holiday trying to see the GM or duty manager.

Marriott REALLY out did themselves with this location.

We sat underneath a palapa every day on the beach and Santos and Ricardo took care of us ensuring that we liked the location and got us towels and tables.

This was a new location for my wife and I.

Very nice place on a perfect location in the middle of miles long Beach strip.

The hotel has a nice position on the beach

Call the resort ahead of time to book else upon arrival.

Closed and crunched me when I followed my wife through while looking at my phone.

Had to constantly chase down maids or call the desk. Restaurants?

I tried calling the hotel many times to talk to Antonio,

but if you just call and tell them when you can go, they will mostly figure it out.

They said they were overwhelmed with documents to verify and did it while I was on the phone.

Walk over and scan a form on your phone to fill out.

* I could not use the mobile keyless feature.

When I called back, the same woman answered the phone; I asked her could you please transfer me to the front desk!!

No ac and no lights or ways to change my phone.

but the staff even gave these children plastic candles while the parents minded their phones & wine more.

The Cons
• While I would say this hotel is family friendly, I would not call it toddler/baby friendly.

Had to call three times for the man to bring some pillows

The call to front desk only route to a number that nobody answer.

Finally ended up calling hotel and they informed me I booked through EXPEDIA not Marriott.

The first night we did not have bed linens for the sofa bed in the suite and I had to call the front desk twice and actually go down there to get some linens to make the bed for my son at 10:00 at night.

I had to call the front desk multiple times to get towels and TP to the room.

We need to call out a few all-star performers at the resort.

Resort charge is pretty poor value of you don't have kids.

but that doesn’t get over poor quality accommodation.

I am outraged by their poor customer service.

None of the pool serving staff are taking responsibility of any area or sector resulting in poor or non-existent delivery of drinks and/or food.

Basically they are running a scheme where they charge you 6 times more for piss poor beer and trying to restrict you from bringing in anything else.

Both omelette and scrambled eggs very overcooked and the selection was poor.

but the quality of the food was also poor.

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