Moon Palace The Grand Cancun

We just arrived home from a 9 day stay at Moon Palace The Grand Cancun. This was our sixth trip. We are Members. Communication prior to arrival- great communication. Private Transfer confirmation, booking tours and spa treatments we were able to do prior to arrival Arrival- Private Transportation in Tahoe was a 15 minute wait but was so nice to just go right to the hotel in a nice air conditioned, clean vehicle Check- In- A breeze. Welcomed with scented wash clothes and a welcome drink. No lines (arrived around 530pm). We requested to be in building 88 as we like being close to the main lobby. We were put in a different building by the waterpark. Our request was accommodated immediately, just had to wait about 10 minutes for the change. We requested two roll away beds for our teens to be sent to our room. Luggage was delivered within 10 minutes of getting to our rooms, the roll aways 5 minutes later. Room- our room was a ground floor view of the Starlight area (for the Fire show/weddings etc.). The room was clean and the beds were super comfortable. We had the two queens pushed together for a massive king and two roll away beds for the teens. Our room was serviced every day with fresh towels, drinks, snacks and turn down service. Room Service- prompt delivery. If you use Room Service always request the dishes to be picked up on the app when you leave the dishes out. The animals get into the dishes if left out and it can create a mess for the staff to have to constantly clean up Restaurants- Use the app and pre-book your restaurants 2-3 days in advance Jade- really good food, smaller portions so you can try everything. We started and finished eating at this restaurant The Grill- we heard Carlos was great, we actually ended up getting him as our waiter. He really is fantastic at his job. 6 years of Moon Palace and I would say he has it nailed down. The food was good but I do like JC's Steaks better Gondola (Sunrise)- Excellent experience. Very beautiful restaurant, live piano player and all the food was delicious! Habibi- Traditional Egg/Bread item is so yummy. We always order this and even went for a nice breakfast there too! The service was slow during our dinner and it was not even that busy, however we were in no rush Momo Teppanyaki (Sunrise)- one of the best meals of our stay. Always entertaining, but this time there were some sauces available to try and it really made the same meal stand out a bit- Teens always like this one JC Steakhouse- really good service, drinks and the food is great too Tavola- Typical pastas, breads, salads and pizza. Good comfort food. Ate here our last lunch as well Buffets- lot's of selection. Hustle and bustle, mail buffet is crazy loud. The buffets closer to the beach are much quieter. Spa- Exceptional. Do this! Unfortunately I had a group of ladies doing the saunas/steam rooms same time as me and they giggled and chatted the whole time which ruined the vibe for me but whatever Pools- Sports pool is where we hung out a lot, the kids love Braulio & Brian. They are so much fun. When I could convince the teens to go elsewhere, we went to the Cusco pool as it heated. We had a great waitress named Wilma. She was friendly and so warm to talk to. Awesome service Pack your patience going during peak season! Sit back and enjoy the atmosphere and all the delicious food that is offered. The staff do an amazing job trying to keep up the cleanliness and service while there are SO many guests roaming around. Some respectful, some not. I was disappointed to soo a lot of food tables left with zero tips. Please tip if you can. Especially the large group tables! We will be back again Read less

We (2 adults, 1 child) stayed at Moon Palace Grand in Cancun, Mexico, from December 4th to 11th, 2024. Here are the highlights of our experience: Arrival & Airport Experience The infamous "shark tank" at Cancun airport lived up to its reputation. We were immediately approached by individuals trying to sell excursions or convince us to stay at a "true Mexican-owned resort." One persistent pitch claimed that Moon Palace is owned by a Lebanese group and that future visitors should consider supporting local-owned properties—paired, of course, with a timeshare presentation offer. While the experience was frustrating and chaotic, we eventually navigated through the ordeal and made it to our hotel. To avoid scams and save time, I highly recommend pre-booking transportation through a reputable travel company – we booked with Smart Go Mobility and had no issues. Check-In Process The check-in process at Moon Palace was straightforward, but our interaction with the resort sales team was another story. We were quickly met by hotel staff trying to sell us on their timeshare presentation. They offered $1,500 in resort credits as an incentive but reminded us of the 16% tax on any services booked using those credits. To sway us, they even showed a pricing list for amenities before and after attending the "two-hour" sales pitch—an hour-long massage was $549 USD if you didn’t attend! This left a bad taste very early in. Room Our room was spacious, clean, and featured one of the most comfortable beds we’ve ever experienced at a resort. However, as others have mentioned, the jacuzzi tub felt dated. We brought our own cleaning supplies, filled the tub, and ran the jets before allowing our daughter to use it. We were glad we did because some black remnants came out during the process. While we never had an issue with hot water, the water did have a distinct and unfavorable odor. We stayed in a swim-up suite (with a heated pool), and while the concept was exciting, the reality fell short. I had expected a much better view, but unfortunately, we overlooked a dilapidated wall with peeling stucco, a bare garden, and an unappealing dry infinity pool. The lack of aesthetic appeal significantly detracted from the overall experience of having a swim-up suite and, in our opinion, wasn’t worth the extra cost. One highlight, however, was the nightly turn-down service, which was completed every single night of our stay—something no other resort we’ve visited has done. It was a lovely touch that stood out. On the downside, while we were provided slippers and robes, both items were obviously used. To make matters worse, the resort left a note on the used robes stating that if we wanted to keep them as keepsakes, they would charge us $60 USD—for a clearly used robe! Pools The pools were a significant letdown for us. Most were frigid—too cold for our liking—though we heard there were two heated pools, but we didn’t manage to find them. Both the Grand and Sunrise pools appeared to be in desperate need of repair. Loose tiles were everywhere; we even saw kids collecting them to prevent anyone from stepping on them. When I moved a wading chair in one pool, the water became murky, likely from grout breaking down. Adding to the disappointment, the pools were dirty. We saw cups, napkins, dirt, debris, straws, and loose tiles in almost every pool. Over the entire week, I only witnessed our swim up pool being cleaned. Two of the larger pools are supposed to be infinity pools, but there was barely enough water to cover the step down into the pool, which diminished their aesthetic appeal. Beach The beach was a total disappointment. While there was some seaweed, the bigger issue was the dark and murky water caused by the waves. Unlike beaches in places like the Dominican Republic/Cuba, where the beach areas are well-utilized with plenty of chairs and thatched huts, the setup here was lackluster. There were barely any chairs, and what was available consisted of random wicker furniture with no cushions—uncomfortable and uninviting, giving the area a trashy appearance. Throughout our stay, the beach had red or yellow flags and overall, it felt neglected and unappealing, especially for a resort of this caliber. Restaurants The dining experience was a mixed bag... • Buffet: The main buffet was disappointing. Plates of food were not consistently replenished, and what was available often looked picked over and dried out. Adding to the frustration, a concierge rudely approached me while I was getting food for my daughter, questioning whether I had a table. The interaction was uncomfortable and unnecessary. The seating was another major issue. The majority of the chairs were stained and looked horrendous, which made the dining experience even less enjoyable. For a resort of this caliber, we expected far better maintenance and cleanliness in the dining areas • JC Steakhouse: A highlight of our trip! The steaks were delicious, the kids' mac and cheese was buttery and cheesy perfection, and the service was excellent. • Habibi: Another favorite. Everything we tried was fantastic, though the lunch dress code requiring men to wear shirts (no bathing suits or wet clothing) was a minor inconvenience. • Circus: Food was terrible, but you’re really there for the entertainment. The kids loved the shows, face painting, balloon animals, and whimsical decor. • Momo Teppanyaki (Sunrise location): Disappointing. The chef's "show" was lackluster, and the food was mediocre. Dessert, however, was a standout—brioche French toast with cinnamon topping and matcha ice cream. One noteworthy aspect was that, for the first time, the majority of the chefs were female, which was a refreshing and appreciated change. • Crepe Station: A gem. Crepes were made to order, and the gelato was divine. Despite long lines (often with people ordering one of everything), it was worth the wait. • Cusco's Buffet: A quieter alternative to the main buffet, located on the opposite end of the resort. • Trattoria (Sunrise Location): An amazing experience. The food was delicious, and the journey there was a treat—we spotted coati, capybaras, and even deer on the golf course. Jonathan, our waiter, was gracious and accommodating. Kids Activities The resort grounds are massive, encompassing three sections—The Grand, Nezuc, and Sunrise—and they offer plenty of activities for kids. We found a variety of options for our daughter, including water parks, a bouncy castle, the circus-themed restaurant, face painting, and balloon animals around the pool. The water park at The Grand includes an activity center within the park that also offers childcare, which was a convenient feature. At Sunrise, there was another water park, but it was more suited for toddlers. The park itself was impressive, with a lazy river, slides for both kids and adults, a surfing area, and a wave pool. However, there were some drawbacks. The lazy river could use a facelift, and the larger water playground was under construction (they were replacing the floor sponge), which meant we lost three days of access. The wave pool was almost empty and had a steep incline leading into the water, which felt a bit unsafe. Additionally, the noise from the wave generators combined with the loud music was overwhelming at times, so we opted to sit farther away for a bit of peace. Despite these challenges, there were still plenty of activities to keep our daughter entertained throughout our stay. Arcade (The Grand Location) The arcade was chaotic. While it’s free, this led to issues with kids (and some parents) monopolizing games for extended periods. Many games were also out of order, making it less enjoyable overall. Grounds The grounds were semi well-kept. The gardens on the outskirts of the resort were neatly trimmed and maintained, but the center gardens between the pools and rooms were swampy and appeared neglected. A concerning aspect was the presence of "Do Not Feed or Pet the Alligators" signs posted around these center gardens. Naturally, this raised some alarm, especially for my daughter, who found them a bit frightening. When we asked about the signs, we were assured there are no alligators, and the signs are simply meant to deter kids from playing in the brush. We felt that explanation to be somewhat dishonest because these signs are all across the 3 locations. Customer Service / Spa Customer service at the resort left much to be desired. The resort staff often seemed disinterested in their roles, and it was evident they didn’t want to be there. I spoke with several other guests who shared similar frustrations, particularly when it came to the spa experience. One guest shared that the spa staff were more interested in chatting among themselves than assisting guests. She mentioned that they rolled their eyes when asked to confirm information, which created an unwelcoming environment. After arriving a couple of minutes late for her massage, she was scolded, put through an unnecessary ordeal, and then had her massage time reduced from 30 minutes to 20 minutes. Another guest recounted how she was trying to confirm her husband’s spa information, but the staff were dismissive, rolling their eyes and prioritizing their own conversations over assisting her. These experiences reflected a general lack of professionalism and care that made interacting with the staff frustrating and disappointing. After hearing these stories, combined with the high prices, I decided to stay far away from the spa altogether. This was extremely disappointing, as I had initially planned to treat myself to a massage during our stay but ultimately felt it wasn’t worth the risk or the cost. Final Thoughts: While there were some enjoyable aspects of our stay, such as the comfortable accommodations, the many child-friendly entertainment and select restaurants, the negatives—aggressive sales tactics, poorly maintained pools, inconsistent dining experiences, and the disappointing arcade—left us feeling underwhelmed. The lack of attention to detail and service, paired with ongoing maintenance issues, detracted significantly from our overall experience. For the price point, we expected more professionalism and a higher standard of upkeep. Families with children may appreciate the variety of activities available, but for those seeking luxury and relaxation, other options might be worth considering. Read less