The Grand at Moon Palace

5.0 star rating

Exceptional accommodation with superior facilities and services.

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    What to expect (based on 10585 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Amazing staff, wonderful water park, delicious food

    Reviewed by Inspiration469277() on Apr 18, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My family and I visited at the Grand Moon Palace for a week’s stay in the middle of April. The weather was hot but not unbearably (high 80’s) and an evening breeze was quite welcome. On recommendation, we stayed in building 94 for its proximity directly across the Water Park and I would 100% recommend this location if you have little ones that want to ride the water slides all day. The water park is very thoughtfully designed with soft slip-proof materials and you can tell safety is paramount. The lifeguards are alert and monitor the children for adherence to rules (no running, etc) - but that doesn’t mean you shouldn’t watch your kids. It’s easy to lose track of your little one here, so be sure to stay nearby and alert. The toddler splash area is amazing as well. It’s perfect for the little ones and they won’t feel left out if they don’t meet the height requirement (40 inches) on the “big kid slides”...as for the adult slides, I wouldn’t recommend them. My husband got a little banged up in the blue & white one and still feels a tingling sensation in his palm and elbow. The lazy river is a lot of fun and we would easily go around it 4-5 times a day haha. My toddler would throw a fit whenever we tried to tell her that time was up. The waitstaff that works around the pools is incredibly hardworking and always take excellent care of the hotel guests: please tip them generously for their service! The playroom is the best I’ve seen at any Moon Palace resort. My little one fully enjoyed the glow in the dark mini golf and soft play structures. We also enjoyed a game of bowling at the pay-per-use bowling alley. Some of the shoes insoles are worn down but I appreciate that the resort provides new socks to patrons. This was my little one’s first bowling experience and she can’t wait til we go play another round. The resort’s golf cart drivers are some of my favorite staff members as they always seem happy and accommodating. Please tip them as well as they ride around all day with no air conditioning ushering guests from building to building. The resort welcomes feedback for notable staff and dining experiences, so do be sure to download their app so that you can log feedback reports after your restaurant/spa/pool visits. Food: we loved Habibi and enjoyed the belly dancing entertainment. Agra at Sunrise had the most delicious food and mocktails (ginger mint lemonade) and I wish it was featured at the Grand as well. Jade is elegantly decorated and offers a wide selection of choices for the entire family. My 2 least favorite restaurants were Tavola: the service was excellent, just as it is everywhere else, but the pizza was “wet” in the middle and all of The cheese & pepperoni “slid off” when we tried to pull a slice out...however, the Mediterranean salad was DELICIOUS! I wish I could get that item “to go” as the salad options are certainly lacking around the resort. Momo’s at Sunrise offered a tapenyaki show which was entertaining for our daughter, but unfortunately the food was just too salty. I’ve had MoMo’s at the Moon Palace in Jamaica and it tasted much better. Lastly, I want to make note that I shared critical feedback of JC’s steakhouse (our steaks, hanger & New York) were overdone (we ordered medium and they were a little more on the well done side) and the resort’s food & beverage manager specially contacted me to try and make it up to us. I felt quite embarrassed about this and did not want to visit the steakhouse again as we wanted to try other restaurants, but the food & beverage manager brought the JC’s steakhouse manager to our selected restaurant and he brought along with him a beautifully prepared ribeye. I couldn’t eat a morsel more but my husband said the preparation was perfect. I really didn’t except this kind of service and am very flattered by the treatment. Thank you Moon Palace for the lovely stay.

    Amazing from Start to Finish

    Reviewed by battoncrew08(Godfrey, Illinois) on Apr 18, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This is our third Palace Families vacation we promise there will be a fourth, fifth, and how many else life allows us. From the moment you arrive at the airport and see that white clean linen uniform holding up a palace resorts sign to the first step through the big glass doors when the signature palace aromatherapy scent wafts out you just know your home. I promise you one thing, you will never hear the words, “It’s my pleasure,” as many times in a day. These words are not simply empty platitudes either every single person means it and lives by it. Sergio Perez was by far the greatest waiter that we encountered, this young man splits his time between the J.C. Steakhouse and La Chateau (French Cuisine & adults only). He truly embodied everything that the Palace Families mean to us, just an over the top customer service experience from start to finish. Raquel serves drinks at the Library speakeasy, an amazing place to grab a few drinks with the adults in your party and will walk you through the complicated drinks from a bygone era. Angelina from the Noir nightclubs also splits her time between Moon Palaces Grand and Sunrise night spots and will take excellent care of you while providing an amazing bottle service experience for a small charge on your room account. Both of these amazing employees are just small examples in the large microcosm that is the Palace Resorts world. These amazing employees walked us through our Palace experience from start to finish and we enjoyed EVERY single minute of our vacation, please book with Palace you won’t be disappointed I promise you!!!

    Vacations

    Reviewed by YRenz() on Apr 18, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Valentin gave us such an awesome great service, he went above and beyond to accommodate all our food and drinks for our children and celebrate my sis 50’s birthday, Maria y Luis they did great to sanitize and follow all the Covid19 health guidelines, he was very attentive to let us enjoy and relax our stay at the Cusco’s swimming pool and bar. Highly recommended!!! They guys at the bar rock it!!! Lots of great non alcoholic cocktails for my children as well Octaviana , Vicente, Luis, Eufracio, Luis Felipe. Gregorio Gracias for making our time at The Grand super duper!!! #LivingTheGrandLife ??????

    Great time-Mr. Cesar May kuddos

    Reviewed by Big_ro_tx() on Apr 18, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Staying in Sunrise but went two days to Grand to spend most of the day at the Aqua water park. Mr. Cesar took great care for my family. Very attentive and kept the drinks on full!!! He even went out his way to have towels and drinks for us ready the next day and sure enough upon our arrivals we had our spots reserved!! We had nothing but the best time and actually looked forward to seeing him again. We will be back in June and already have our go-to man!! We had a rough night after leaving water park and going to the Tavola/italian spot where Ryan unfortunately had room for improvement far as customer service. He only came to deliver food and didn’t check back on us afterwards and so we left not in such as the same great spirits. Our first visit was from September last year and had to keep getting drinks ourselves. This go around the as night n day and makes us feel good to be members/take advantage to visit the Grand side!

    5/5

    Reviewed by C4326DKdiana(Cancun, Mexico) on Apr 18, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Valentin had exceptional service at the pool! Very attentive and helpful and even made us special drinks. 5/5 would definitely recommend staying here. The resort is very clean and they have multiple pools to choose from.