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.

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.

The were a few exceptional stand outs from this visit to include Yelsi from the AWE Spa at Moon Palace Golf Course.

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 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

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

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.

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.

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

but ok, and beach is not great due to seaweed stopping any water entry , but is kept immaculate.

but ones you need to have reservations in half time no reservations available even though they are half full this is due to some bands being able to book at anytime food from pool bars always cold drinks from pool bar rubbish and beach and sea awful

We came for what would have been 10 days and due to a health emergency taking the turn for the worst with my partner in critical care within the hospital we have been here almost four weeks.

but unfortunately the proper rep for the Hotel was unavailable for another4 days due to vacation so the communication between the stand in and the Hotel was pretty rubbish.

The primary reason a 4 was given and not a 5 is due to small things regarding cleanliness..

We waited over an hour for our transportation due to the construction that was ongoing on the highway.

however very smelly and the water was murky and despite being very keen on swimming in the sea I only managed to go in once due  to this issue.

I read some reviews after I made the booking and I was quite nervous due to several negative reviews.

Asked the lobby for late checkout(after being transfered several times on the phone), due to spa treatment starting at noon( checkout time is at noon).

BE EXTRA CAREFULL AND VALIDATE THE NAME OF THE LOCATION YOU ARE BOOKING FOR. Three more comments 
1) Food at sunrise, the buffet is very average, the gondola restaurant is superb, the Momo Japanese cuisine is hard to schedule as its booked many days before (i'll be visiting today), there is one more endian restaurant and the rest our outdoor 
2) The promised XBOX in the family room, if exists probably will not work, or will not have controllers at the front desk
3) We did not have water full day at both of our rooms due to maintenance (paid 8300 for 9 days of stay)

The only downside is the beach (which is not the hotels fault) due to a tropical storm, it has brought tons of seaweed in and they are tirelessly trying to remove it,so you cannot swim in the sea.

I can't imagine the number of guests that could have become extremely ill with stomach issues due to this.

But due to the lack of better nightly entertainment, better service in restaurants, and the toilet leak in our room I gave it one star less.

I messed up my transfers due to my parents arriving on a different airline and therefore a different terminal

Then the other family (Mom,Dad and two children) were supposed to be room next to ours and they sent them to a whole different resort due to overbooking.

Most disappointing was our experience on our son’s birthday, which was completely ruined due to their staff.

You will listen to bird sounds better and keep binoculars near by in your home or car due to this activity!

We went on this trip with low expectations due to so many negative reviews.

We were told the move was due to construction and they offered no extra amenities for the trouble- our similar room rentals were no longer going to be close by and we were all spread out.

but due to the volume of seaweed in the water the slight rotten egg smell is prevalent in strong winds while on the beach.

however the general opinion of our group (some have also been before) is that now in 2022 you are paying more £ for less.

but offering another taxi for more money.

I can’t drop the issue because that was a lot of money spent on us just having to come home and fumigate.

However having been to Mexico 4 times previous at already mentioned Hotels I can honestly say I wish we saved our money.

If your can go any other hotel,  Do IT, waste your money smartly, there are plenty better properties with better service, better food and drinks and of course better rates.

So instead spending a good time i spend my hole night trying to sleep on the couch with my 9 and 8 year old and my wife .

More appropriate if they asked the parents IMO as it’ll be them paying the 100 dollar damages fee.

though I had taken plenty of small dollar bills with me, it was super easy to go to the money exchange and get them to convert my bigger notes to dollar bills when I had run out.

The only show at the hotel is really at 20:45 and you find yourself spending all the time at the hotel after paying crazy amount of dollars for a package that doesn't really include what was promised.

but I really want to give my honest opinion of our recent family stay of 7 x adults and 1 x child at Moon palace Sunrise given the extreme amount of money this holiday cost for 14 nights.

Pool - a real bug bear you pay a lot of money and

unless you are up before 6 you stand very little chance of getting loungers around the pool.

All my hard earned money has been waisted and I hope no other guest end up getting hurt, and need stitches for the resorts lack of maintenance.

However, you are paying for 5 star all inclusive and 2 weeks in a hotel of this standard is never going to be cheap.

Save your money this is one of the worst hotels I’ve ever stayed at….

Don’t let the money and fancy advertising fool you.

We were only going on vacation for a short 4 days so we wanted something closer to the airport so we weren't spending entire days traveling (we usually go to Play del Carmen).

Turns out, no one was "walking around" and after spending 25 minutes trying to find these reps, we finally asked for help and were told which # Palace Resorts is stationed at.

The only they assigned 2 rooms on the same floor is after upgrading and paying $500 more.

We had to either spend a lot more money (which did not make the trip a deal at all), or lose our investment.

So then I went next morning to try to figure this out and they kept bouncing me around from resort to resort and supervisor to supervisor from 8am to 12noon so yeah another day wasted with customer service instead of spending it with family on vacation. .

Gerardo Jimenez (Sunrise lobby, always there when I have questions)

Liz Martinez (For assistance with planning our trip)

Ricardo and his crew from Moon palace Golf course.

Just had a fabulous pedicure with Yolanda at Awe Spa at moon palace golf course.

Absolutely amazing holiday at moon palace, great food, great daytime entertainment team and great staff.

Food was great with exception to the Caporales restaurant where the food wasn’t great.

Jose Luis Barbosa - Lunch at Asadero Palapa.

Room service also avaible via an app which is very useful!!

Food was amazing and had plenty of options with the various different restaurants, we didn’t get chance to try all

We couldn't find even one good resturant with decent food.

We were registered and then went off with a Gentleman who took us around and even took us for lunch in a mediocre buffet restaurant.

Need to give a real shout out to Alejandro who works in the Goof Club Trattoria, kindest gentle waiter ever… superb service ina superb restaurant in a superb resort!!

The menu was superb, and our group of 12 was highly satisfied with their choices.

The assortment of food would satisfy any pallet.

I found the food of a good standard, i didn’t eat in every restaurant

The food was amazing and the amenities are great.

The specialty restaurants are advertised as gourmet when in reality match with 2-star rated Yelp restaurants.

Friendly and welcoming, made great cocktails.

Excelente at giving us good recommendations in foods.

Buffet was average to good at best, very similar food each day

We did get the all inclusive pass and the massages and even the taxi home.

Pedicure 
Manicure
Massage

The massage was perfect !

And you have access to the grand and nitzuc palace too you have play room for the kids and The spa was great too

The Spa: The ladies who gave us massage, Gaby and Vigueras were very professional and kind.

Special shoutouts to the following individuals:

At trattoria restaurant: Eugenio and Leandro were so kind and provided amazing service

At Agra: Philipe was amazing and provided us with a wonderful dining experience 

At Nizuk front desk:  special shout-out to David for providing us with exemplary service 

At The Awe Spa: shout-out to to Amy and Angelica for the great service

At the Princess Spa: special thank you to Samantha for giving my daughter such a wonderful pedicure.

but worth it for $750 per room used all ours for the spa.The spa was pure luxury and wanted to go everyday but did go twice ,hubby golfed while we spa was with best friends.

We had a great experience with the massage and the manicure and pedicure, we’ve been treated so well by Lilia  Rosa and Yadira,very professional.The restaurants are so nice, specially the bugambilia, all the atendentes are so nice,the people who works around the pool specially Ernesto so nice, and many thanks for the girls at the playroom specially poulet for been so nice with my kids.

Great place, excellent customer service and amazing couple’s massage.

The Italian at the Golf and Spa is out of this world.

The rooms are spacious, the beds very comfy and the spa bath is a real treat.

Lilia gave me the best back massage ever!

We got a 20 min back massage, mani, & pedi- it was amazing!

round of golf 300 dollars or a facial is 250-300 dollars.

The main building is filled with the restaurants, clubs, gyms, spas, and access to the beach and pool.

The hotel wanted us to sign a release giving up all claims against them in order to get this massage.

The staff could not do enough for you especially the entertainment team and daytime pool waiters, always something going on to participate in or just watch from afar.

Jose would greet us daily and enquire about our welfare and make sure that all our needs were being attended to.

They were excellent and patient as they will take you out and give you hands on training.

Octavio from guest services was extremely helpful In answering all of our questions.

It involves much more than providing support in a timely and pleasant manner.

The staff are truly a credit to the hotel.

Special thanks  for exceptional service to staff in Nizuc:
diamond concierge Rocio,
bartender at lobby bar Guadalupe.

They were extremely pushy, trying every trick to get you to purchase.

A special shout out to Pancho at the buffet.

Each lobby has bars and restaurants within them of all different kinds including buffets etc.

Jorge Luis Sanchez Balcazar again thank you kind sir from Gondola.

All the staff were very polite, friendly and went out there way to help you can’t recommend them enough.

Vigueras, Beatriz and Lilith were so kind!

In fact I received four very taunting emails from staff.

The manager Ana Martha was excellent making us feel at home.

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