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The Grand at Moon Palace - All Inclusive

5.0 out of 5.0

The Grand at Moon Palace - All Inclusive

5.0 out of 5.0

Recent guest reviews

Beautiful design and decor of the buildings and rooms! Staff was very friendly and accommodating! Food was excellent! I would have preferred more outdoor entertainment.

Need to have better quality food and quicker service at Habibi and the Mexican restaurant (in lower level). Also need to have quicker service at Los Tacos.

Excellent service! Love this resort & all that it offers for the whole family.

Very friendly service with perfect facilities I had a tranquil holiday.

Great service, lots of restaurant to choose from and excellent food selection. Hotel is clean and well kept. Only problem is their room pillows are old and flat. But still considered to be a great choice. Lots pf great activity for the kids from the water park, bowling, playroom and participating turtle release.

We been at moon palace several time but first time at Grand. It was very nice, we realy enjoyed it.

Let me start by mentioning that our family had a great time at The Grand at Moon Palace which we would absolutely consider returning with one caveat being the Waterpark (which was advertised and marketed upon booking in early Aug. 2017) finally being fixed or replaced and completely open - - only the smaller water slides, lazy river, etc. were open during our stay in mid-April 2018. The resort provided complimentary passes to a waterpark offsite (which was actually very good) however the convenience of an onsite waterpark for kids will be pretty awesome. Also, the beach is not swimable as the seaweed has taken over the water and beach. This was not a big issue with us yet recognize some might want access to the ocean at the property itself. With that said, the following are simply some things to consider being mindful we would absolutely recommend the resort. Positives: 1. Modern and new resort - really great place and design 2. Staff is really, really nice and helpful 3. Food was great - plenty of options with good selection and quality of dishes 4. Entertainment - nightly entertainment for families was great and exceeded expectations 5. Spa - top notch! 6. Workout facility - really, really nice; spacious with good classes and equipment Things to Consider: 1. The Grand at Moon Palace waterpark is not completely open - refer to comments above 2. Beach is not swimable with seaweed in the water and on the beach

We stayed in a swim up room and loved every minute of it. The water park is not fully functional yet but everything else was great. The staff was very pleasant and truly made you feel cared for. The rooms were always clean and the food was good. We would come back again in a heart beat. The beach is not the best but it may be due to the time of the year more than anything. Seaweed was everywhere at all of the beaches. We went down to beach palace to stay but and enjoy more sand. The beach there had a lot of seaweed as well. Again just due to the time of year.

Hotel and staff I would rate 9/10, The beach was the only negitive.......

The hotel will be nice when it is complete. The water park was not finished. However, the beach is not nice in that area. The water is brown and there are no waves.

Way too much seaweed on the beach, transportation around resort was almost impossible, restaurants have empty tables but you still had to wait to eat and it's very hard to get a reservation at the restaurants the time share owners take all of the reservations. we upgraded to the Grand but the waterpark was not ready as they promised. they should not have charged us for the upgrade. they could also use more shady areas maybe in the pools.

The hotel was amazing. The room was very big and the hotel was very nice. There was decent amount of construction but it didn't interfere with going to the pool or going to the beach. The staff were extremely helpful and all the places to eat were great.

Great place!!! The kids had a blast and so did us adults!!!! Only downside was it was not all fully operational as it is still under construction.

Let me start by saying that we were so excited to stay at this hotel bc of the water park for our kids but it was not open and they put us in a room that faced the water park so our kids would be reminded daily. The property looks like a construction site, not beautiful grounds like you would think in Mexico. And The property is way too big! You have to take a golf cart, problem is you can't ever find one to pick you up. If you have a baby that's starting to walk, the room is very dangerous. There's a 2-3ft drop off down to the jacuzzi bathtub in each room. The front desk attendants were very rude when asking about an upgrade and the manager Ernesto was even more rude. They basically tried to completely rip us off on the price of an upgrade. Needless to say we left and went to a different resort that was amazing, Paradisus Cancun. If you are looking for a great family place go to Paradisus. We had a group of friends who decided to stay at the Grand for the week and they said it was a horrible experience, bad service (too long and messsed up orders) Take it from a family that has travelled to Mexico many of times...don't stay here!

Is overpriced if the water park is not ready to be use they should not charge customer in full price. There are three guests in the room and they only restocked with one towel. Also restaurants that require reservation were all booked doing our stay and we was not able to get in.

Booked there for a week trip 4/18-4/25 and the experience was great. The staffs were friendly and the whole resort was clean. The best resort I have ever stayed in. There were still constructions going on at the Grand side and the water slide was not open as of yet but that didn't bother us at all. The beaches weren't that great but we never really stayed at the beach. There were many pools to choose from and most were very private as most people chose to go to the bigger pools. All the pools had pool side drink services so it was great. Since we stayed at the Grand, we could go to the Sunrise or Nizuc resorts as well, and i must say that the Grand was the better of the three. Sunrise was very crowded and Nizuc was small. The Grand had a bowling alley and was more private/quieter. The food was great but the Lebanese restaurant was not. I didn't like anything about the food. I recommend only ordering appetizers to try first. The Italian restaurant wasn't that great either as the pasta was always hard and not cooked enough. The buffet and steak house were my favorite. If you want great cocktails or drinks, go to the bars and not the restaurant, they do not know how to make them at all. I ordered mojito from the buffet and it tasted like super sour water and one sip was enough. They do not know how to make lemonades or ice tea either so just stick to water/sodas/juice/beer. Only COMPLAINT was that I reserved a king size bed and was forced into a two twin bed room.

We booked in advance for 3 rooms for the Grand at Moon Palace. 2 weeks before our trip, we get an email stating that our rooms are unavailable as construction is not complete. They offered to have us stay at Moon Palace Nizuc which was lower in price than the Grand, but also they included a return stay valid within a year. We had no choice but to accept as we could not change our plans and other resorts were either sold out for our dates or extremely high priced so close to trip date. When we arrived, we ran into nothing but issues. We were given rooms in separate buildings claiming they were fully booked. After much complaining, they miraculously found us rooms in the same building with one close by in adjacent building. We had to accept this as well. We were told many times to return to get our certificate for return stay but each time were told to come back. We finally got our return certificate upon check-out. The staff are told to lie to their customers about the completion date of the Grand. We ran into someone who secretly told us that the resort is owned by a mob who is washing money by doing this so called renovation to the Grand. Its been under construction for at least over a year and a half with very little progress. They sell rooms they don't have so that they can then place their guests in their sister hotels and offer the return certificate knowing many people will not return. Terrible food, lack of customer service. Scam scam scam! Stay away!

Carretera Cancun-Chetumal Km. 36.5 Cancun QROO

Hotel highlights

  • Free WiFi in rooms and public areas
  • Free valet and self parking
  • Onsite dining
  • Golf course

The Grand at Moon Palace - All Inclusive places you 8 mi (12.8 km) from Ventura Park Cancun and 12.2 mi (19.6 km) from Delfines Beach. This 1316-room, 5-star hotel welcomes business and leisure travelers with 7 outdoor pools, a golf course, and a free water park.


Dining

This hotel is home to 10 onsite restaurants, perfect for a quick bite to eat. Savor a meal from the comfort of your room with 24-hour room service, or get a quick energy boost at the coffee shop/café.


Rooms

Guests can expect to find free WiFi and 42-inch a Smart TV with cable channels. Beds are dressed in premium bedding and the bathroom offers a jetted tub, a hair dryer, and designer toiletries. Other standard amenities include free minibar items, a furnished balcony, and an MP3 dock.


Property features

The Grand at Moon Palace - All Inclusive features a golf course, 7 outdoor pools, and a free water park. A stay here includes free valet parking. Front-desk staff can answer questions 24/7, and assist with concierge services, securing valuables, and dry cleaning/laundry. Other amenities at this beach hotel include a nightclub, a lazy river, and a children's pool.

Room options

Grand Room, Jetted Tub, Garden View

Full 2 | King 1 | Sleeps 4

Family Room, 2 Bedrooms

King 1 | Sleeps 6

Grand Swim Up Suite

Full 2 | King 1 | Sleeps 4

Presidential Suite, 2 Bedrooms, Jetted Tub

King 1 | Sleeps 6

Guest reviews for The Grand at Moon Palace - All Inclusive

Everyone (19) Family (1)
5
Everyone

By on May 31, 2019

Review comment responded on May 31, 2019

Dear guest, Thank you so much for your preference. It is a pleasure to exceed your expectations and we certainly appreciate your feedback. Cordially.

5
Everyone

By on May 18, 2019

Review comment responded on May 18, 2019

Thank you so much for the five stars rating we have. It is an honor to exceed your expectations!

5
Families Friends

Beautiful design and decor of the buildings and rooms! Staff was very friendly and accommodating! Food was excellent! I would have preferred more outdoor entertainment.

By , from Sherwood, OR on Mar 31, 2019

Review comment responded on Apr 1, 2019

Dear Sally. Thank you so much for staying with us and also for sharing your comments. It is always a pleasure to read that our guests experienced so many good times and memories during their stay at The Grand at Moon Palace Cancun. We really believe that our guests' expectations should be not only met but exceeded. We appreciate your feedback and hope to host you again soon

3
Everyone

Need to have better quality food and quicker service at Habibi and the Mexican restaurant (in lower level). Also need to have quicker service at Los Tacos.

By on Jan 5, 2019

Review comment responded on Jan 9, 2019

Dear guest, Thank you for your preference in Palace Resorts. Please be sure that your comments are of extreme importance to us, we are committed to making you feel just right home. Please be sure that your comments have been shared with the Food and Beverage department for follow up and assistance. We remain at your service. Cordially, Cesar Fallardi Operations Director The Grand at Moon Palace Cancun

5
Everyone

Excellent service! Love this resort & all that it offers for the whole family.

By on Dec 4, 2018

Review comment responded on Dec 4, 2018

Dear Guest, Thank you so much for giving us a perfect score on your rating! It is certainly a pleasure to read that your vacation was amazing and beyond the expected. We remain at your service and look forward to having you back. Warm Regards, Cesar Fallardi Operations Director The Grand at Moon Palace

5
Everyone

Very friendly service with perfect facilities I had a tranquil holiday.

By on Nov 25, 2018

Review comment responded on Nov 26, 2018

Dear Sungjin, It is a pleasure to read nothing but amazing comments. We are certainly pleased to make you feel right at home and enjoying the magnificent experiences here, We remain at your service. Warm Regards,

4
Everyone

By on Nov 18, 2018

Review comment responded on Nov 20, 2018

Dear Guest, Thank you for preference in Palace Resorts. It is a pleasure to assist you and to make you feel just right at home. We are certainly pleased to exceed your expectations. Cordially,

5
Everyone

Great service, lots of restaurant to choose from and excellent food selection. Hotel is clean and well kept. Only problem is their room pillows are old and flat. But still considered to be a great choice. Lots pf great activity for the kids from the water park, bowling, playroom and participating turtle release.

By , from California on Oct 30, 2018

Review comment responded on Nov 1, 2018

Dear Aldrin, It is a pleasure to assist you and to make you feel pampered and definitely in your home away from home. We sincerely appreciate your kind comments and all the fantastic recognition you are providing. Please be sure that we remain at your service and sincerely hope to have you back soon! Warm Regards,

5
Everyone

We been at moon palace several time but first time at Grand. It was very nice, we realy enjoyed it.

By on Jun 23, 2018

Review comment responded on Jun 23, 2018

Dear guest, We are very pleased to learn how great was your experience with us. It is delightful to read that we exceeded your expectations and we all hope you will give us another opportunity to host you in the future. With pleasure,

4

excellent resort yet things to consider

Everyone

Let me start by mentioning that our family had a great time at The Grand at Moon Palace which we would absolutely consider returning with one caveat being the Waterpark (which was advertised and marketed upon booking in early Aug. 2017) finally being fixed or replaced and completely open - - only the smaller water slides, lazy river, etc. were open during our stay in mid-April 2018. The resort provided complimentary passes to a waterpark offsite (which was actually very good) however the convenience of an onsite waterpark for kids will be pretty awesome. Also, the beach is not swimable as the seaweed has taken over the water and beach. This was not a big issue with us yet recognize some might want access to the ocean at the property itself. With that said, the following are simply some things to consider being mindful we would absolutely recommend the resort. Positives: 1. Modern and new resort - really great place and design 2. Staff is really, really nice and helpful 3. Food was great - plenty of options with good selection and quality of dishes 4. Entertainment - nightly entertainment for families was great and exceeded expectations 5. Spa - top notch! 6. Workout facility - really, really nice; spacious with good classes and equipment Things to Consider: 1. The Grand at Moon Palace waterpark is not completely open - refer to comments above 2. Beach is not swimable with seaweed in the water and on the beach

By on Apr 22, 2018

Review comment responded on Apr 23, 2018

Dear guest, Thank you for providing your detailed feedback. It is of extreme importance for us to know how your experience went during your visit and please be sure that your recognition is greatly appreciated. We are glad that you took the advantage to visit Ventura Park and that you and your family had an overall positive experience. Thank you for your visit and we look forward on welcoming you back soon. Kind regards,

The Grand at Moon Palace - All Inclusive

Carretera Cancun-Chetumal Km. 36.5, Cancun, QROO 77500