TripAdvisor Traveler Rating

The rooms are looking like they need a facelift (bathroom sink had thick sealant smeared between sink and counter) elevators had cracked tiles…lots of black flies in room.

Fantastic. The Diamond Pool concierge were all great: Miguel, Christina, and Hector. Our DC Lili was delightful, and our butler Edward was very attentive as was our Butler Anell. She is like a beautiful ray of sunshine, brightening our day.

The place was dirty. We spoke to customer service on our second day. The same trash was in the same places on our fourth day. We watched all sorts of staff pass by the same trash. We walked behind a housekeeper who stepped over garbage in our hall. I am not exaggerating when I say this. The food was old and not the best. If you went and had a good time we are happy for you. Thats what we expected after returning to Moon Palace for our 25 anniversary. It was dirty. It was sales pressure filled. It is a waste of money. There truly are better places to stay in Mexico. I would not give Palace Resorts any more of mine.

Alfredo & Nadia were absolutely incredible. Couldn’t have asked for better people taking care of us.

iam currently staying at moon palace the gran in cancun im very disappointed its not worth a penny of what i paid , all i can say is i would never come back. before you even get to know the resort they want you to fall for the membership be careful because trust me you will be disappointed, good thing we didn’t buy it. we went to the meeting and they got angry because we didn’t purchase. think about when you buying a car why will you purchase a car without looking at it or test drive. basically here is what they want you to buy before you even get to know the resort, staff ect. customer service its the worst. this place has way to many rooms a not to many amenities. and most of the ones they have are just for diamond members. they will not treat people the same unless you are a diamond member!