Moon Palace The Grand Cancun reviews

TripAdvisor Traveler Rating

5.0 Excellent

  • Cleanliness 5.0
  • Location 4.5
  • Rooms 4.5
  • Service 4.5
  • Value 4.5

12581 TripAdvisor reviews

TripAdvisor users rated this property 5 out of 5

The best 5 hotel star in Cancun

Marjorie W (Singapore, Singapore) on Sep 16, 2023

Love the hotel, the food, the entertainment, the spa all of it. The food at Tavola and JC was excellent, superb. The governor room (we got a room upgrade) was the best. The Spa with the pool, sauna, jacuzzi, massage and facial services were the beyond excellence. The beds were very confortable. The magic and mentalist shows were waooo amazing!!! the new Circus Circus restaurant was incredible, they perform while you eat. The food was great. Will certainly return to this hotel in the future.

TripAdvisor users rated this property 5 out of 5

Great service, beautiful resort and fine restaurants!!!

Asel A (Cancun, Mexico) on Sep 16, 2023

We were welcomed by Irais, Diamond Concierge, who took care of all our reservations. Irais was so professional and made our checking in process so smooth and relaxing. Also, I would like to mention that Diamond Members area is relocated and is so beautiful and spacious now. Then, of course, our butlers, Viviana and Aaron, made our stay even more enjoyable. They took care of our daily needs and wants, we were very lucky to have them as our butlers!!! Every morning we had our breakfasts at Cusco restaurant next to our Building 93. Our waiter, Martin was amazing! He remembered all our food preferences from our previous dining experiences ?? Thanks to Irais, Aaron, Viviana and Martin, we ended up having a great vacation with great memories! (Also, new Circus restaurant experience was hilarious!!! Staff were amazing!) Thank you so so much! We will be back?

TripAdvisor users rated this property 5 out of 5

Habibi Restaurant

nataliapM9620NJ (Orlando, Florida) on Sep 11, 2023

We stumbled upon this restaurant option once our way to the breakfast buffet. The manager Viridiana urged us to try it on Monday night so that we could enjoy the belly dance show. Tonight we had an amazing experience at Habibi. The team Carolina, Amairani, Viridiana made us feel at home. Their hospitality is next level. The culinary delights far exceeded our expectations!

TripAdvisor users rated this property 1 out of 5

Don’t go! Always wanting more money!

Kate K on Sep 10, 2023

Hotel constantly trying to get you to spend more money, from presentations, upgraded wine, etc etc and the list goes on From the moment we checked in we were asked to upgrade room, and then the upgrades went on. We spent a huge amount of money to go, and what you cannot under appreciate is the staff. 99% of them work so hard and only want to please you, but it can be outweighed sadly. I won’t visit again.

TripAdvisor users rated this property 4 out of 5

Brilliant 2nd visit but unfortunately could not rate it 5 star the second time.

MeganMc16 on Sep 09, 2023

My husband and I returned after 6 years, we absolutely loved our last visit so were excited to return again. My previous review was excellent 5 star but sadly I couldn’t rate it that again this year. Alot of things had changed, for example if you are not a member or resident you do not get use of the spa or inside pool within the spa, no resort credits which used to be brilliant towards trips and treatments in spa aswell as no use of the cabanas at the poolside. We also found that the buggys that escort you around the resort were all mostly for members with very little of them stopping to offer you a ride where as previously on our last trip we would be offered on multiple occasions. Also if you wanted to get some resort credit for being a non member you had to sit through 90 mins of a sales pitch to even be offered any resort credit. We didnt do this and just didnt make use of the spa this time. When we arrived the hotel was also at 99% capacity therefore it was extremely busy and we found the service to be pretty poor, this was at no fault of the staff members they just did not have the staff for the amount of people at the hotel. All that being said, the capacity of the hotel dropped after around 4 days and we found the service to be much better after this. Staff were alot more attentive, they didnt seem so rushed and it was much easier to make reservations. The pool areas at the grand also need some maintenance as the loungers are looking tired along with pool cushions at the adult pool. Some tiles missing and sharp edging around the tables inside the pool . The library bar was by far our favourite place to go and we attended every night. The service from Saul, Yair, Fernando and Mcgiver who were all bar tenders at this bar was the best service we had received throughout our trip. They were all excellent and would accommodate anything you would ask for. They also all had great personalities and fantastic banter which made you want to return to the bar. They are all and asset to moon palace. We also attended the family/wellness pool most days where we met Antonio who would serve drinks around the pool, he was also excellent and would always be smiling, he was mainly the reason we would return to this pool. He made us feel so welcome and would always provide fantastic service. We had 3 favourite places to eat, Tavola, Agra and the the Grill. Every meal we had from each of these restaurants were outstanding. If you visit the the grill the waiter Carlos is excellent, he will provide you recommendations of food and is by far one of the best waiting staff I have seen. Excellent service from him. Agra restaurant Manuel was also exceptional, again would give great recommendations and would accommodate any of your needs. Overall, i would return but id hope the next visit I would be able to mark a 5 star.

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