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.

As such it has over 4,000 rooms and likely over 10,000 people at any one time, so you can't expect bespoke, tailored, super personal service every moment,

however, we were delighted to have amazing service from start to finish.

Top notch services, cleanliness, entertainment, and food diversity.

This time we took grandparents and all 3 generations enjoyed the beach, activities, restaurants and outstanding service.

We appreciate the excellent customer service.

We’ve found the staff unaccommodating and service on the whole not worthy of a 5 star resort.

The reason why we continue to come back over and over is because of all the pool concierge staff and the diamond services / diamond concierge!

We made it to eight different restaurants and enjoyed attentive service at all of them.

The staff is attentive, kind, and provide excellent service given the size of the property & number of guests.

The customer service is beyond exceptional!!

We went for dinner at the start of the holiday with the service taking over 2.5 hours.

Usually at these resorts you get 2 room services a day so far we are yet to get even 1.

He took incredible care of us - friendly and outstanding service.

The entire staff was helpful and service was top notch.

we appreciate that if your service has been great?

Requesting a stroller at guest services also proved time-consuming, with a 30-45 minute wait in a crowded space where everyone appeared disgruntled.

If budget permits, opting for Xcaret Mexico is advisable, as the overall experience in terms of food, service, and ambiance is on an entirely different level.

JC Steakhouse, the coconut bar on the beach and Los tacos were both fantastic as was the service we got at these places.

Moon Palace The Grand - Cancun

price

phone

Free parking

Free High Speed Internet (WiFi)

Pool

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.

The food was great and the service was amazing.

Beautiful hotel with incredible staff and top-notch service.

Great service and kind and accommodating resort personnel.

We all took advantage of the spa services.

I’ve been to (and worked at) many resorts and trust me when I say their guest services are second to none.

The food was delicious, wine pairing spot on, and the service was exceptional.

Great pool side service from the Diamond pool concierges,  Rachel, Jeronimo and Alfredo.

The service is the best and it’s very relaxing while fun.

Great drink and food service at the pool from Elisa, Fredi, Gabriel serving anything you could want!

Hotel lovely, staff so friendly, couldn’t do enough for us ….. Alberto at breakfast, victor and Geraldo in the Thai lounge, alexis and Eric in sweet & coffee all deserve special mention for stand out service and friendliness !!!

Excellent and professional service at all times.

Efrain made us feel first class with service.

Food was awesome, service excellent as well.

We pampered ourselves at the spa and all services were wonderful.

The place is just beautiful and the service superb.

Angelo, Alma, Alexis, Ricardo and Brandon (mgr) provided excellent service.

Amazing new look with the same outstanding service.

Sun Palace

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.

Thank You for excellent service and delicious food.

Great time, great service and had the best time on holiday with my family here in Mexico, Cancun.

Special thanks to Noe in the Golndola restaurant - such gracious service.

Luckily we came across Emilio in Guest Services who helped us sort out two restaurant reservations.

We travel all the time and this restaurant is definitely up there in terms of the food quality, service and ambience!

The employees on the resort for serving and cleaning were amazing 100% customer service ok that level no questions asked.

Bravo Gilmer and Yahir, excellent, excellent customer service.

The service by the service staff was superb - restaurants, poolside, housekeeping, golf cart drivers.

Had a wonderful time at the Riviera Maya—excellent, marvelous service by the manager Ana, the host Marco, and the waiter Fernando.

Amazing service and an amazing friend while we were there!

but Antonia really went above and beyond in her service and hospitality that we requested her section whenever we went to Momo.

The service at the other resorts we stayed at also far surpassed the service received at Moon Palace.

but the service and people make it amazing.

butlers Israel and Osvaldo - we would not have returned if not for their great service (we usually prefer smaller resorts).

Overall, service in all areas has declined as a whole

Waiter Dario and her supervisor Anna are the magic combo on the floor - they gave us VIP-level customer service every time we came to enjoy at the restaurant  and they made our 5-day experience memorable!!!

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