The Grand at Moon Palace

5.0 star rating

Exceptional accommodation with superior facilities and services.

    1. Home
    2. Destination Guide
    3. Mexico
    4. Cancun
    5. The Grand at Moon Palace
    6. The Grand at Moon Palace review

    What to expect (based on 9683 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Amazing Trip with my Girlfriends! Best girls trip ever!

    Reviewed by stephryan50(Cincinnati, Ohio) on Mar 30, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Well let me start by saying that I am a huge fan of the Palace Resorts and Le Blanc is our favorite resort of all. I love smaller resorts that off personalized service. I was a little scared to visit The Grand due to the size! But I have to say that I was not disappointed! I love how this resort made every effort to make my stay feel comfortable and the service was excellent making it feel very much like a smaller resort. Upon arrival we were met by the diamond concierge Lilia and we were greeted with bumble bee shots and champagne! So delicious! We were greeted by every staff manger as if they were long lost friends. Smiles and welcomes everywhere! Our room was ready upon arrival and we were taken to the diamond presidential suite, which was amazing! It had a huge balcony that had amazing ocean views. Cold champagne and wine were waiting. We enjoyed many laughs and conversations that week on the balcony! Our butlers were also amazing, David and Enrique took care of us all week. I am not a huge wine or champagne drinker and they made sure my fridge was stocked with my favorite beer all week. We enjoyed evening snacks every night, which was great after spending a day at the pool! David and Enrique checked on us several times a day to ensure all our needs were met. They are simply wonderful! I cannot say enough about how hard these to men worked to make our stay great! We did enjoy the bowling alley on the night of our arrival. Something to keep all of us awake! It worked, we has such a great time with so many laughs. I am definitely not qualified to be on the professional bowling tour! We enjoyed several of the pools during our stay and the pool concierge Israel made sure that we had everything we needed. It took a huge stress of our shoulders knowing we had cabanas and beach chairs everyday at the pools. Israel also arranged special lunches for us on a couple of occasions, one at the Beach Club and one at Los Tacos. The food was amazing but more on that later. The pools were so relaxing and peaceful. The pool staff were amazing, constantly checking on us to make sure we had everything we needed. A big shout out to all the amazing pool staff - Kenya, Jose, Elias, Rafael and Marisol. We even attended a foam party ant the adult pool, Unique, I did not think I would enjoy it but it actually turned out to be a lot of fun. Ababel was such an amazing server at the pool! Danielle even brought us shots of Mezcal which included worm salt! Not my favorite but I tried it! When in Mexico, you must try the local tequila! I have to say lots of sun and tons of fun! The Food!! I can not say enough about how amazing the food was! I might have gained 10 pounds! Probably the best food that I have ever had in an all inclusive resort! We enjoyed the Cantina on the first night. Amazing Mexican flavors. Manuel and Elan brought us an amazing sampling of tacos and the margaritas were delightful! The Green enchilada we so good it melted in my mouth. Chef Diego has done an excellent job with the menu! Travola has the most amazing Italian food ever, wine pairings were completed by Miguel and our server Luis was also amazing! We had amazing steaks at the Grill and Santiago was a great server. Jade was also so good, might be one of my favorites. We samples sushi to start along with chicken and steak teriyaki skewers. Isabel and Roberto were amazing servers. Lunch at Los Tacos was amazing, taco samples ad special margaritas mad just for us. The highlight of the dining experience was dining on the terrace at Caribeno. The food was amazing and the atmosphere was so elegant. We enjoyed a variety of surf and turf dishes that just melted in your mouth. JC’s steakhouse was also amazing, the steak was cooked to perfection an we got to choose our lobster which was huge! The manager Guillermo mad all of us girls feel so special. Gorge the wine sommelier arranged for a special wine tasing and tapas. Martin was also helping out that night. It was so educational. I learn so much about the process of how wine is made and about the different regions that wine comes from. It wa so enjoyable! We also enjoyed a couple nights out on the town. We enjoyed the speakeasy that he’d amazing drinks and a fun atmosphere. We enjoyed a night at sunrise listening to Jorge at the skybar. I would also like to mention all the spa staff that made all of my spa treatments like a little slice of heaven. I cannot than them enough for making me feel so relaxed. The spa is absolutely amazing and so beautiful. This was such an fun trip with a group of amazing ladies. I hope this is a tradition that continues forever. I want to give a huge thank you to all of The Grand staff for making this weekend so special! This is an amazing resort with so many amenities. I will definitely be back and next time I am bringing my husband!

    Individual ratings:

    Service

    Service-5

    Value

    Value-5

    Best customer service

    Reviewed by Leafnut1960(Ridgetown, Canada) on Mar 30, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Best customer service is standard practice. The rooms are beautiful with above average finishes. Well stocked fridge and bottle service are standard. Resort caters to all ages. Wonderful water park in the resort that is as large as some of the major waterparks.

    March break heaven!

    Reviewed by ianmA2935WM(Bowmanville, Canada) on Mar 29, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    My family arrived at the grand on March 11-18 for our family holiday! This resort is absolutely beautiful and breathtaking. We arrived around 1pm to find out our room was actually ready which was a bonus. The check in process was quick and easy and staff were super friendly! We were in building 98 which was very close to the water park and a great location near the pools and lobby. I am not going to lie but this resort is huge. What I found that was nice is that they have staff driving around in golf carts taking you to different parts of the resort if you don’t want to walk. The room is beautiful, clean and spacious! The only negative thing about the room is that they have double beds rather then gueens. This makes no sense considering how large the rooms are ( over 800 square feet). I did request a roll away bed which they came and set it up. Lots of great snacks and the bar fridge was always full. The cleaning staff did an amazing job keeping the room clean. The food was absolutely incredible! There were so many good food options that we ran out of time to be able to try it all. We ate mostly at the grand but managed to go the sunrise and the nizuk for a few of our meals . One thing I found disappointing was we really wanted to try JCSteak house but wasn’t able to get in. This restaurant requires a reservation which starts at 10 am to call in. I tried a numerous times but each time I called they were full. What I found strange is that we would walk by at night time and most times the restaurant would be half full. The resort really needs to come up with a better system to make reservations. You should be able to reserve a time for the entire week instead of a 2 day system. We ended up going to the Argentinian grill instead which was awesome. All the food was incredible and we did not have one disappointing dish. There was lots of activity’s during the day to keep yourself busy if you wanted to. The wired lounge was awesome especially if it’s a rainy day. The water park was a huge disappointment for my 2 boys. We actually picked the grand because the water park looked amazing. There was actually only 2 large slides and 1 set of body slides for the Older kids and adults. The 2 slides my 12 year old couldn’t use because he wasn’t 5 foot 3 inches. In fact some ladies could not use them because of their height. You also had to be a certain weight for you to be able to use them as well. We ended up only using them 3 times while we were there. Before I end my review I would just like to say how incredible and hard working the staff are . All day long they are serving us with endless smiles on their faces. Please remember if you go to bring some extra money and tip these wonderful people. A few dollars goes along way to them. This holiday was truly incredible and there is no doubt that we will return one day ! Thank you Grand Moon Palace for giving my family an amazing holiday! THANK YOU!

    Second Visit

    Reviewed by TexasSunshine(Dallas, Texas) on Mar 29, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    I was traveling with four adults and two children for Spring Break March 15-22 2020 . I booked a getaway through Interval International since our cruise was cancelled. This is our second time staying at this resort. On our first visit the waterpark was only partially opened. It was fully functional this time along with a Flowrider on property where we had to travel to another property previously. My son could ride one slide but you had to be 5'3 my height to ride the other slide. There were plenty of chairs, it was not crowded, but when I booked, the hotel was 100 percent capacity but it was basically empty or 75% at check in, maybe many cancelled their plans. Also, get this, they double-charged our account. When I paid the all inclusive fees, they said they could not get it to go through and then we see after our return that there is a duplicate charge . Everyone is seeing only one charge, I have called multiple people and ended up having to dispute the charge as we could not get a resolution directly. My husband and sister in law golfed for the first time on this trip. We also ate at the restaurant at the golf course which was really good, and we ate at JC's Steakhouse twice , and then we ate at Habibi one night to see the belly dancer show. All hotels were shut down except the Grand the day after our departure, so wondering how everyone is doing now . We were unable to use all of our resort credits as the spa closed because of Covid-19 without notice and cancelled the day of my daughter's hair braiding appt. My mother in law's passport was stolen on the bus (she left it accidentally) and noticed it immediately. The purse was recovered, however, everything was taken from the wallet. She spent three days of her trip having to take care of this. I also lost two portable chargers. Not sure why anyone would not return these but they are missing. Never turned into public relations. There is a FREE shuttle that goes once daily from our hotel to the Beach Palace. It returns at 6pm. Why do they not all guests know about this. One family I met were paying for taxis to go to the beach everyday and they spent 80 per day. That is a huge cost. I told them about the shuttle and we paid for a cab. Happy to bless someone with that information and they could also take advantage the next day as well as they departed on Tuesday. We paid for cabs also on our last visit. If it's more than 5 people, the cost goes to 60.00. Not sure why this information was found out on Tripadvisor by my sister in law and the hotel is not transparent about thsi. Please fix this. Our family suite was fine. We requested two rollaway beds. One for each side for my kids. Room service and the housekeeping staff was fine also. The restaurant staff and pool concierges were all helpful. Overall, we were happy with the service we received. There were a lot of Canadians at our resort that had to return early due to the borders being closed and when we departed on Sunday, there were many stranded in the airport. My recommendation would be to have supervised kids activities at the Grand. The Sunrise has this but the Grand does not. My daughter is 6, you have to be 8 years old to be on the first floor unsupervised so I went to the Palace Elite presentation and she had to stay upstairs and she wanted to play with her brother on the first floor. I would appreciate revisiting this policy. My son appreciated going to the Grand Buffet to get the kids corner food while we ate at a nice restaurant that may or may not have had a kids menu. My husband and I were able to visit the spa on Monday before it shut down on Friday so that was nice. Everything is seperate only men and only women. I am not sure what the beach situation was at our hotel, but it didnt seem that many were at the beach at our hotel, but as usual, BEACH PALACE beach is the best, please go down to the hotel zone to have a beach day. All in all my kids enjoyed themselves, we were the only people in the bowling alley on this visit versus 2017 when we could not get a reservation, My kids were able to enjoy the playroom and my daughter who is 6 didn't remember the visit in 2017 so it was all new to her. I think she enjoyed the flowrider the best and the jet ski. Whomever was working the flowrider thank you for making my daughters experience enjoyable. The Palace Elite presentation was supposed to take 90 minutes and we were there from 11:30-2pm and they had five closers. That was probably the most negative thing from our experience. Imeediately after check in they want you to schedule "the breakfast" for the next day,

    Individual ratings:

    Location

    Location-4

    Service

    Service-5

    Value

    Value-3

    The Ladies Trip

    Reviewed by ritahepp() on Mar 29, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Looking back at my one week vacation at the Grand the beginning of February, I must say it was one of the best vacation decisions ever! Even though I usually do not travel in February, this year was an exception! I had the opportunity to travel to Mexico with my sister and my niece, along with a group of wonderful women! To top it off, my friend Connie granted me the opportunity to partake in the wonderful world of diamond perks! This was my first trip to the Grand and my expectations were more than fulfilled! The entrance to the hotel grounds and the lobby were spectacular! Lilia, the diamond concierge greeted us and had individual plans for the week awaiting us! Our hotel room was beautiful and immaculate! I really enjoyed the whirlpool, while looking out the window at the palm trees. To make our stay even better, we had 2 butlers, Enrique and David, who did their utmost to make every wish come true! Thank you so much for your assistance! The landscaping of the hotel and pools was breathtaking! The pool concierge Israel was so attentive and always one step ahead. His presence made my pool day even better! The unique pool fits its title: great service, foam party with music and fantastic dancers and spacious cabanas! Danielle, the beautiful British server was so sweet and fast, she was the best! Dining and wining brings out the best of the Grand! No matter where you went to, the staff did its outmost best to make you happy! On our arrival evening we went to the Cantina, where Manuel and Elan brought us the best taco samplers and drinks! At the Tapas Bar we experienced a superb wine tasting event with Jorge Vargas, the wine sommelier. It was fascinating to learn where vineyards are located in Mexico and what kind of wine they produce. Living in Europe, I have tried wine from many countries, but this was the first time, that I ever tried Mexican wine. It was a very informative event and the presentation was excellent. The Tavola was a great experience too: the sommelier Miguel always had the best choice of wine and Luis was a very good server! The Italian food was just yummy! The Grill had a very good choice of steaks and we were so lucky to have Santiago as a server, whose timing was just perfect! A real highlight of our trip was the private evening dinner on the Caribeno Terrace! The stars were out and the full moon was shining, what more can you ask for. I loved the Octopus and the seafood. Our Server, Daniel took good care of us! The Manager of Los Tacos, Israel had a great lunch prepared for us at the beautiful poolside restaurant. Many variations of tacos were served, that coincided with the different states of Mexico, served on unique wooden plates! Our server, Daniel made sure the plates and the glasses were never empty. Talk about special dinners-look into JC Steakhouse! I felt like I was going to the Prom again: each woman received a red rose and escorted on the arm of one of the servers to the table. The manager, Guillermo really know how to make you feel special! I am one of the biggest fans of steak and I really got what I wanted! Thank you! If you want a great view and you are a cat lover, then I have to suggest you go for lunch at the beach club! Great cocktail and food- try it! Even though the weather was not great, we did have a fantastic time at Isla! The boat trip there was very calm, even though the gulf was choppy. It was so interesting to see the island and drive around in the golf carts. It was my first trip to the Grand and it will definitely not be my last! You really topped my expectations: the hotel was excellent, the landscape and pools were breathtaking and the service fulfilled my every wish! Thank you for the wonderful experience. Special Thanks to Connie, who introduced me to the Diamond World-there will never be a vacation like that again!

    Individual ratings:

    Service

    Service-5

    Value

    Value-5