TripAdvisor Traveler Rating

Great experience at the library with Olga, excellent service,very friendly and knowledgeable. Every night after dinner we went there and she was waiting for us with great attention and a smile. As a member I will always come back.

The place is huge with quite a few pools and restaurants, however, it wasn’t worth the visit and cannot recommend to others. Housekeeping was abysmal. When our room was ready it really wasn’t. There was food from the prior guests in the fridge, fingerprints of a child were on the mirror, and the snacks were not stocked. The liquor cabinet was locked as well (which we didn’t end up using regardless). They eventually came and cleaned but this problem persisted throughout our stay. Used towels were left in the bathroom, and new one were not given. We had to call daily to get restocked. This occurred with the snacks and water in the room fridge as well. I spoke with others during my stay and they all had similar experiences. I reached out to the guest relations multiple times but it really didn’t do anything. The smell of the resort wasn’t good either. The faucet/shower water had a dirty smell to it. The lobby quite honestly stunk. The pools were nice and it really never felt too crowded as they are spaced along the property. If you go, find the sports pool. The activities were pretty fun. If you wanted to stay because of the water park, it’s really only with going to for an afternoon. I was there with a 10yo and 6yo and they were having fun, but they enjoyed the sports pool more. The shows were okay…nothing like ones on cruises but they did try to put on a good show. Food was pretty good, especially at Habibi. Food at Circus was carnival-like of fried goodness. If I were to ever return to Cancun I’d try a different place. This one was not worth the price or hype .

Katherine,Anny ,Fanny the creamery team were amazing by the pool water park area was very hot days but we love Mexico and the team take care the kids very well kind and funny all the time thanks girls

I decided to give The Grand Moon Palace a third visit for a family reunion. This is definitely my last visit. Here are the CONS: --If you're not a diamond member, you will not receive adequate service AT ALL. You will not be offered help with drinks or seating at the beach even if the diamond resort staff are doing absolutely nothing. They will not serve or help. I had to move loungers myself. --The property is in disarray - dirty plates piled outside rooms, in hallways and elevator areas. Cleanliness has definitely gone down. --Service attitude in restaurants is not as friendly as before, esp. Habibi where the service is especially slow and patchy, along with a surly attitude. --For our entire 10 day stay, the lobby area smelled of vomit. It was unbearable. --We bought several excursions, including their very expensive Platinum Sailing ($155 pp). There was nothing "Platinum" about this -- they sold me a trip that I did not receive: there no snacks on the boat as I was told, there were no towels at the beach club, you have a 4 minute warning before they send you out into the sea for snorkelling--I took a few extra minutes to get my lifejacket and flippers on and they told me it was too late to snorkel (which also was only 15 minutes not 30 minutes as advertised). Also, if you do this trip, snorkelling is only for strong swimmers since the sea current is often strong. And elderly people should not travel since getting on and off the catamaran is difficult. --When I complained about the Platinum Sailing to the supervisor, Montserrat, she didn't believe me, and said she would check with the vendor (Albatross). This just shows you their attitude towards customer service -- this is NOT how a 5* hotel behaves. --Long waits for the golf carts -- when these arrive, they are often full so you have to wait longer. --On the whole, this property is not for those who have issues with mobility. --Food quality has declined in Jade especially. We got food poisoning at Agra (Sunrise). --I used to enjoy hearing music from the speakers on the property grounds in the mornings. This is no longer in place. -The staff looks really unhappy to be there. --FREE ADVICE FOR PALACE: STOP EXPANDING TO BUILD NEW RESORTS AND MAINTAIN HIGH STANDARDS OTHERWISE YOU WILL LOSE CUSTOMERS. I will never stay at a Palace property again. Here are the PROS: --The property allows Ubers into the hotel after they have been cleared with Public Relations. These are so much cheaper than hotel transportation. --The app is great for making dinner reservations but you have to get up early -- I used to make reservations around 7am..7.30am.

The Moon Palace the Grand - Amazing 10 x nights spent at the The Grand, lets start from the beginning: - Check in process was easy, we arrived in the evening so there wasn't much of a wait. The only issue i had was that we requested for our room to be in the same block as another family we had travelled with but they were unable to accommodate this. We was in block 89 and they were in 92, blocks were not far apart so it wasn't too much of an issue but we would have liked to be in the same block. - The room was clean and tidy and was made up every day, the mini bar refilled and water bottles and new towels every day, air conditioning in the room was very good and over the 10 x days we only had one issue. The room door needed a battery change for the fob entry, it was fixed within 15 mins and all working. The room service was a little slow, but if you ordered it within a timely manner you would receive the food hot. - The restaurants - Amazing, Habibi was a great for lunch and dinner and the steak restaurant was amazing. The buffet was always different everyday and with fussy children they always had something they liked. The omelette station was amazing, freshly made with the choice of filling. Pool - The pools with the swim up bars was great, plenty of space and plenty of sunbeds available and the staff at the bars and the entire resort were excellent, give them a tip and they don't expect it. Coconuts - If you love coconuts then don't forget to grab your fresh coconuts at 12pm on the beach, it was great for the coconut lovers. Membership - Read a number of reviews about them bugging you and trying to sell you the membership and not leaving you alone, this is complete nonsense. We went on the walk and talk and yes they did try to sell us the package and it was a very good deal and if our circumstances had been different we would most likely have signed up but once we said no and it was a firm no, they left us alone and they authorised the resort credits as promised. Spa - The spa in the grand was amazing 5* - I had the most amazing Deep Tissue Massage and it defiantly sorted out the knots in my back. Water Park - It was ok, its not the Atlantis In Dubai so don't be annoyed when you get there and you are disappointed by the size, for older children over 12 its not great but for kids below 12, its a great water park. We only used it a couple of times over the 10 x days. Overall the family and I had an amazing 10 x Days at The Grand and will most likely return to a Moon Palace Resort in Punta Cana, Jamaica or The Maldives.