TripAdvisor Traveler Rating

As returning guests, we came back with clear expectations based on previous stays. Unfortunately, this visit was a real disappointment. Our room looked great at first glance, but it didn’t take long to notice the issues. The TV remote was missing, and when one finally arrived a day later, we discovered the TV didn’t even work. It’s hard not to question whether that was overlooked intentionally. The hot tub leaked across the floor, quickly turning it into a slippery and potentially dangerous hazard. Noise was another major problem. Our neighbours allowed their child to scream continuously for long periods. We even checked through the wall to make sure the child wasn’t alone—an adult was present but simply letting the child cry it out. After three nights of broken sleep, we had no choice but to request a room move just so we could rest and allow our son to nap. This was frustrating, as our original room was in a perfect location, and the relocation was not. I’ve never stayed in a resort with such poor soundproofing—although in this case, the level of noise would have tested any hotel. More broadly, the resort now feels tired and no longer worthy of its star rating. There was visible rubbish around the grounds, and the pools were not particularly clean, with broken tiles and clear signs that maintenance is overdue. The food, which was previously a highlight and justified the price, has declined significantly. What was once high quality is now more like a mediocre dining experience—often lukewarm and lacking flavour. Service was inconsistent. Some staff were excellent and clearly doing their best, but others appeared disengaged and doing the bare minimum. It was noticeable that some staff were being photographed while working, presumably for performance monitoring. However, this didn’t always reflect reality—we saw one cleaner being photographed sweeping an already clean area, while nearby rubbish was left untouched. We’re actually glad we returned, as it confirmed that the Grand we once enjoyed no longer exists. Sadly, we wouldn’t recommend The Grand at Moon Palace based on this experience.

We recently returned from a trip to Moon Palace Cancun (The Grand) and overall had a great experience—especially considering we were traveling with a child who has Celiac Disease. We were able to upgrade to a honeymoon suite for an additional $500, which gave us a king bed plus two rollaways. The extra space was nice, though the rooms themselves are a bit dated and could definitely use a refresh. The oversized jacuzzi tubs felt like a waste of space, but we ended up using them to store floaties we brought (highly recommend bringing your own + a rechargeable pump). The standout of our trip was the Public Relations team—specifically Daniela. Anyone who travels with food allergies knows how stressful it can be, and she made it seamless. She walked us to restaurants, called ahead to speak with chefs, checked in proactively before meals, and made sure my son always had safe gluten-free options. When I had a medical issue, she even arranged antibiotics within an hour. She also sourced a specific gluten-free food my son loves through a third-party vendor so we didn’t have to leave the resort. Truly above and beyond—she was one of the best parts of our trip. The resort does a great job with gluten-free safety and communication, but the actual food quality for gluten-free options could be improved. We really wish they offered: • Better gluten-free pizza crust • Gluten-free hamburger buns/patties • Gluten-free chicken tenders for kids They attempted gluten-free pancakes, but they weren’t great (even with Nutella). Dessert options were also very limited, so we were glad we packed brownies, chips, bars, and snacks to supplement. That said, we did enjoy several restaurants—Tavola and JC Steakhouse were our favorites, and we ate at The Grill twice. We booked through a member, which gave us a discount plus resort credits. We used those for a dolphin tour and snorkeling excursion, both of which were fantastic. We also attended the sales presentation and received $500 in additional credits, which we used on wine and gift shop purchases. For activities, our kids actually preferred the arcade near the lobby and the water park over the main entertainment area (we didn’t even make it to the bumper cars, etc.). We got to the water park early (around 9am), grabbed a great spot near the yellow slide, and stayed most of the day. One downside: one of the three main slides was broken, and my older son was just 1 inch too short for another, so they mainly used the blue and white slide (note: it’s head-first, and I’ve seen reports of injuries—something to be aware of). On our last day, we went over to Nizuc, and the water slide there was perfect for both kids (6 and 9.5). I wish we had discovered that earlier. We also spent a lot of time at the beach. There was quite a bit of seaweed. While trucks were clearing it, it didn’t feel like a major priority for the staff. We traveled during Easter week (busy season), but honestly, the crowds were very manageable. Room service was typically under an hour, and we didn’t experience long lines. A couple of downsides: • The “activities pool” at The Grand feels outdated and underwhelming—more like a large above-ground pool and in need of a full redo • Guests eating in the pool wasn’t monitored well, which wasn’t great • Gluten-free food options need improvement in quality and variety That said, this was a fantastic first international trip for our kids, and navigating Celiac Disease here was much easier than expected thanks to the staff. We would absolutely return—especially if they improve their gluten-free food offerings. Their food safety and handling are excellent, and for families dealing with allergies, that alone makes it a strong option. We’ve also heard from other families that older kids have even more to do in the afternoons and evenings, which makes it even more appealing for future trips.

Beautiful resort, well maintained with excellent staff. My husband and I traveled with family and friends (adults and children) for spring break (group of 10). Overall, the resort was stunning, some rooms are a bit dated, but the property is well maintained and very clean. We loved the adults only pool (Unique), Antonio especially, was wonderful, attentive, and hospitable. The Library (speakeasy) had amazing cocktails and great service from Saul, Alexis, Emanuel, Yair and McGiver. Highly recommend the green margarita or the espresso martini. We enjoyed The Grill for lunch as well as Los Tacos, the fish tacos were 10/10. Luis at the sports and activities pool was incredible and helpful. Lastly, we loved Tavola (italian) for dinner and Habibi for breakfast. If you're traveling as a large group or at a popular time, try to make dinner reservations in advance otherwise they can be difficult to come by. If you have time, the spa is magnificent and worth checking out - Paola was very good for massage and don't sleep on the hydrotherapy.

The resort was nice for the most part, and the activities for the teens were great but the overall lack of service was the worst I have even seen! The management didn’t care about helping with any issues, when we arrived to be told everything has to be done on their app - we could not find a single dinner reservation all week long. The solution from management was eat the Buffett all week! The bathrooms in the pool areas were gross! One didn’t even have a toilet seat in the ladies bathroom. The rooms were super hot. We had the privacy light on for housekeeping to not come in and they continued to enter our room day after day after us asking them not too. We will never go back to their report or another Moon Palace!

The Moon Palace Grand is a solid vacation spot. The staff is amazing. Lots of pools and food options.