TripAdvisor Traveler Rating

The Grand my home away from home my favorite is the spa, so welcoming I was serviced by Marlena and Daniela this ladies are simply amazing their attention to detail it’s superb. They hear your concerns and focus on the areas you are in need. If you are going to get a treatment ask for this ladies will not retreat it. I even had the pleasure of meeting the manager Mrs. Mayra she was beyond friendly, kind, and always remember our names when we enter the spa the few times we went in. Her staff is well organized thanks to the leadership she has.

Moon Palace Grand has been our go-to for the last 4 years. We travel with two boys who are now 14 and 10. There is always enough for them to do without it feeling overcrowded. The rooms are big and comfortable. The food is absolutely amazing and even the pickiest eaters can find something to eat. The highlight of our trip was enjoying the fiesta with Alejandro, Angelica, and Mamacita. These three made our trip more memorable than we could ever imagine.

I just wanted to share an experience I had a few days ago. Our daughter Asia is getting married Next July and we thought we would start making plans for the destination wedding which we know take time, so as the bride to be mother I contact the Moon Palace the Grand in Cancun to get some information about their wedding planning department and maybe have a zoom meeting with a wedding planner about the process deposits , reservations, flowers , locations and so forth, it will be a fairly large wedding which is also a family reunion so we would probably need at least 80 rooms with family coming from as far as Australia, Newzeland, Marshall Islands and South Africa I called the hotel directly and got Someone by the name of Isabella who was so rude and unprofessional she told me I am calling mexico I should speak Spanish and if " If I want information about weddings or I can't I read ? It is on the hotels website" and that she is sick and tired of English speaking inquires this is Mexico? then she hung up! I called back to the switch board twice after and it rang once she answered again and immediately disconnect the call. A great disappointment, You would think a hotel such as the Grand moon place Cancun having sister hotels such as NUZIC, and sunrise would have receptionist/s and switch board operators that speaks English and also would have professional courtesy, business integrity towards the clients. We the guest is the reason they are in business. They aren't much tourism in Mexico for the last few years, especially the mayan Riviera and with employees with this kind of behaviour towards possible future guests. I told our daughter she is now pursing other hotels, I would NEVER suggest this hotel and I planned to post my experience also on trip advisor. I did write to info@thepalacehotels.com and surprising NO answer. The Moon Palace the Grand Cancun stay away! AWFUL & PATHETIC SERVICE BY ISABELLA

Child's play room was excellent, the staff (Lisset) provides a safe place and to my surprise children dont want to leave. The spaw place is of high quality on several services. I had my deep tissue massage with Marisela Espinoza, excellent ?? 100, I'll returning next year. This resort customer service is at ?? in all the services they provide.

I honestly don't understand how this resort has a 4-star rating based on our experience. Unfortunately, our stay was very disappointing, and we do not plan to return. The food was not good at all—low quality, flavorless, and far below what we expected. The buffet areas felt dirty and poorly maintained, which made dining even less enjoyable. To make matters worse, one person in our group became ill with what appeared to be food poisoning. The resort was also extremely crowded, making it difficult to relax or enjoy the amenities. Customer service was consistently poor, and it often felt like the staff's main focus was selling us something rather than providing a great guest experience. From check-in to checkout, we were repeatedly approached about memberships, certificates, and additional offers. You don't go on vacation to sit through a sales pitch. Even the resort credits felt misleading and came across more like a marketing tactic than a genuine benefit. What made this experience even more disappointing is that we had visited this resort in the past and noticed a significant decline in the quality of the food, drinks, and overall service. At this price point, there are far better options available. Based on our experience, this property did not deliver the level of quality or service one would expect from a luxury resort, and regrettably, we would not recommend staying here. We sincerely hope management takes this feedback into consideration and addresses these issues for future guests.