The Grand at Moon Palace is the newest addition to the Palace family. The Grand presents a unique resort within a resort offering access to ten restaurants, nine pools, seven bars and one of the biggest spas in the area; Awe Spa. The Grand is located at Moon Palace Cancun, just 10 minutes away from Cancun International Airport and 30 minutes from downtown Cancun.
Our family of 4 spent a week at The Grand; we are members of the Palace Resorts and have enjoyed the Sun and Isla Mujeres Palace Resorts. The Grand was nice but really didn't live up to a five star.
A few pros: rooms are nice, food is good, most service was good, spa was nice.
A few cons: the beach really is terrible, housekeeping and maintenance were lacking, some really long waits for sitting down in restaurants, and you have to dodge golf carts wherever you walk on the resort.
Not a bad experience but we'll try somewhere else next time.
Lives up to its name..."Grand"
Jun 21, 2021
We returned from a week at the Grand with a group of 10 in June. We booked two Presidential Suites (Building 89) and requested a couple of roll-away beds. There was plenty of room for us all. Building 89 is also close to two pools, Cusco and the Grill, and the beach, so it’s a favorite.
We are Palace Elite members which gives us some wonderful services, such as Palace airport transportation and having Mario as your driver. His enthusiasm is infectious, and “Mi casa, su casa” has a new meaning after your ride with him. Our concierge booked our pre-arrival reservations, but our two mayordomos (butlers), Edgar and Ever, personalized our experience. “We were livin’ the dream!” They were terrific in ensuring that all ten of us had a unique experience, which included an entire day of birthday celebrations for an eight year old. They helped us adjust our schedules due to the weather. The rain gave us opportunities to create some hilarious memories at the bowling alley, Los Tacos, pools, and in our rooms!
We went fishing aboard the “Perfect Game.” We caught an awesome Mahi Mahi, and it was prepared into a fantastic dinner by Chef Raphael at Cusco. (see photos). Roberto, our sommelier, paired the wines perfectly to give us a second layer of taste to the unique dishes. Elian’s attentiveness at the table gave the experience 5-stars. (The crew will ice the fish and the chef will inspect the fish before accepted for the meal)
On the days where the weather prevented us from getting spoiled by the Pool Concierge Richard and Yesman at the Diamond pool, we got to enjoy the services of the Spa staff. Benjamin helped us get the most out of the hydrotherapy services. Anabi and Montserrat removed all the knots in our neck, shoulders, and back with deep tissue massages. Angel and Wendy performed the most relaxing Manicure and Pedicure treatments. A Juice Bar smoothie after a workout or massage was always a refreshing treat. Getting a chair at the pool was not difficult due to the weather.
The Grand staff know how to throw a birthday celebration. First, we started at the Water Park, where Pool Concierge Viviana and her service counterpart Christina decorated a cabana for the birthday boy with balloons, banners, and a little foam. The waterpark was busy, but the waits were minimal for all of the attractions. While we had dinner, Ever and Edgar decorated the birthday boy’s roll-away bed with balloons and more banners. It was a memorable day.
More call-outs. *I would highly recommend the Chef’s dinner in your room. Chef Antonio created a fantastic 5-course menu served by Hilario and Fernando. Both always one step ahead and provided Michelin-level service. Each course was nicely paired with wines. (see photos) *Another rainy day treat: Tequila tasting with Andres and Miguel at Nizuc. Our tequila and mezcal collection will expand now that I know the range of tastes. Highly recommend it because the spirits are paired with some exciting foods. *Sommelier Roberto. If you are lucky enough to see him at your restaurant, place your trust in his recommendation. Our group was amazed at the wines he selected for each meal, especially those from Mexico. The minerals in the Mexican soil give the wines a unique taste. *Find the bartender, Joel. He’s at different bars, but his house specialty shots are amazing, but be careful because they go down easy...too easy.
So why only four stars instead of five stars? The hotel was experiencing post-COVID re-start challenges. The staff struggled with the surge of guests. The chaotic Saturday check-in/out process is an example. I recommend avoiding Saturday check-in/outs if possible. I’ve always given five stars, but the service experience was too variable for a 5-star exemplary level rating. Some waits would have made impatient vacationers edgy. Communication was a challenge at times, and I would recommend reconfirming reservations. Return to 5-star level will require more staff (especially in the kitchens) and some quality control in their service delivery.
The one thing that has not changed is the genuine warmth in each staff member’s smile. You can feel it through their masks.