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

12114 TripAdvisor reviews

TripAdvisor users rated this property 5 out of 5

visit Juan Carlos at "The Grill"!!

Adventure47858066748 on Feb 04, 2023

we love it here at Moon Palace, but this review is specifically about Juan Carlos at "The Grill" restaurant. we had a party of 17 and he treated all of us amazingly! we went with his recommendations for food and we loved everything! he was so attentive, and anticipated our needs all along the way! the food itself was great, but his service made it our favorite meal of the trip! definitely recommend Juan Carlos!!

TripAdvisor users rated this property 5 out of 5

Juan Carlos at the grill

Culture60382045315 on Feb 04, 2023

Juan Carlos is the most incredible server at the Grill! We’ve been here a week and we’re so disappointed that we just found this place! Literally the best server in all of the resort and the best food. He’s so attentive. I was a server for 15 years before I started my real career and he is incredible

TripAdvisor users rated this property 4 out of 5

Needs a bit of work

m g (New Orleans, Louisiana) on Feb 02, 2023

We spent 7 days at the Grand, This is a very very large property so unless you are in great shape and can walk 20 000 steps average a day prepare to take the golf carts everywhere you go. Every person working here that we came across was absolutely wonderful! Seriously what beautiful people. That said, it is reallllllllly starting to show its 5 yr age. If they want to claim 5 star status it needs a major cleaning. Every single chair and lounger and piece of furniture is dirty which feels icky when you are wearing warm weather clothes, everything is stained or threadbare. The beach section at the Cusco pool was pretty rough, umbrellas were on their last legs, cushions were all torn , stained and shredded, the Tapas bar furniture was peeling and stained. Every restaurant chair seat had dirty stains. I think they need to just overhaul all the seating areas. You can tell they need to sell the memberships for the maintenance. It just feels dirty. We had a swim up room in building 93, we really liked our location because we were close to the beach, we go on vacation to see the ocean, for some reason the Grand has let all the vegetation grow obscuring the view of the water from any of its pools? Why?? no idea. Even if the seaweed is bad why not make the pool areas with a view???? it was a nice week but we will never go back and probably won’t recommend it to anyone.

TripAdvisor users rated this property 4 out of 5

Marisol at the caribeno is sensational!

hylyte (Montreal, Canada) on Feb 01, 2023

Many staff at Moon Palace go out of their way to make your stay special and I would like to point out one that is extra special: Marisol at the Caribeno resto: a great waitress who made every meal extra special with her great smile and arritude!

TripAdvisor users rated this property 5 out of 5

Room Service is Best with Omar B.

Fran A on Jan 30, 2023

My seven year old and I made a girls trip to the Grand, we have been here many times and consider it a second home. We love this place because of the staff. They are incredible and we are so lucky to encounter truly the best people trip after trip. These staff members make this place special, more than a resort. On this trip we were fortunate to have Omar B. deliver our room service order His smile and friendly demeanor were noticed instantly. Omar made sure to make us feel special and make sure our order was accurate and made conversation asking about our day and travel. His positive attitude and the pride he took in his work was awesome. He made our day. My daughter Waverly said he is so nice I can't wait to see to him again!! The Grand is better with Omar and wonderful people like him!! Keep practicing the English Omar- and we will keep up with our Espanol!! Thank you so much

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