The Grand at Moon Palace

The best resort I ever been, the waitress aracely, bartender German, Maria, chefs Erick and Diego, hostess Brenda, managers Angelica & Ignacio the best service ever and the food was fantastic and drinks were great.

It was my first time bringing my family to Travalo Italian restaurant and I am very upset and dissatisfied with the service I received. We had told the hostess that we were going to be seated and were waiting for two more guests. She said it was fine they could enter when they arrive. When they arrived and walked to our table the manager Israel came very upset and started telling my guest to move and that they should not sit where they had sat he made me feel embarrassed and all the people around were watching the way he was speaking to us was very rude. I had just came from upgrading my membership and for them to treat me this way was not right! I will not be coming back because he was very rude and did not even apologize.

We went two weeks ago for 1 week. 2 Adults 3 children all under the age of 16. We had been Moon Palace 6 years ago but it was our first time to this resort. We stayed in the presidential suite, nightly cost was around 3K a night for everyone. Very expensive but worth it. The newness of the resort really helps with everything. Recap below: Covid protocols - they crushed everything around safety measures. I have always said they should provide sanitizers at buffets and that is what they do here as an example for each time you enter. The onsite covid test was easy and we never felt uncomfortable through the week. Nice job Grand! Check In - I have travelled the world and this check in was quite impressive. Offered flowers upon drop off, hot towel, bags taken. Walked into the check in line, instructed to have children sit in the lobby, then was offered a drink by a waiter (wow), and walked through a very thorough check in. Great way to be welcomed. Room - Presidential suite, was 2 double beds, separated by a living area with dinning room, living area, massive patio, and other side was the master. The pictures of the room on the website do not do justice to how nice this room was. We were blown away at everything. Gift bag was in our room and everything was fully stocked! Pool / Water Park - Lots of pools, not 1 massive pool like the Moon. Knowing this I was unsure if we would enjoy it but it turns out to be much more efficient. With multiple pools it breaks up the crowds and allows the resort to have different themed based pools. The Water Park hands down is lights out fun, it is where we spent most of our time, the music was amazing, the energy is fantastic, and the service is great. Slides were fun and safe. Service - The grand has invested heavily in head count. I have never seen so much staff, anything you need at all times is 5 ft away. The coordination and systems they follow are highly efficient. Smiles all around, no ego, friendly, no attitude. Well trained, english speaking, and professional. Make you feel good and keeps it fun. Made the experience special for the family. The rooms are spotless daily, nightly turn down service, fully restocked daily, it is impressive. They really are the X factor here. Food - Again really good. Cusco was our favorite followed by the Grand buffet for breakfast. Restaurants operated at a reduced capacity due to the Rona, but not really an issue. Jade service was slow and that was a bummer, we speculate the waiter forgot to put in our order. Events: Nightly shows at multiple places. We went to a fire show one night and it was like a full out event (think huge wedding setup), food trucks, and grills setup all around, the outdoor event could sit probably a 1000 people. We loved it. Minor areas of opportunity: Phones and reservations: The phones in the room are hard to operate and wait times were excessive. Reservations were difficult to make as you can only make them 2 days in advance and everyone is doing the same thing. The app was difficult to use. The Moon Palace: You are able to access the Moon palace with a reservation at the Grand. The moon palace is really dated and the pool chairs are always taken. They do have a hibachi restaurant there i would highly recommend, outside of that, its night and day between both of these resorts. Pool Music @ the Grand: I think the biggest let down for us was the music at the pools. The Water Park was the only area that had good music. All the other pools had horrible music which defeated the purpose of having access to them in our opinion. Ex The Family Activities Pool is where kids and parents go to play games, the music that was playing was smooth jazz all day. That music should be played at the adults only pool or maybe nowhere. The music sets the tone and the energy. Some pools had no music. Water Park - Several areas were extremely slippery. Would recommend placing a mat over them. Pool Side service - While the service was very attentive, the time to get something was typically 20 minutes. Ex -Chips and guacamole took 20 min each time. I would recommend that the server mention the wait times to set the right expectations. Taxi Service: The resort offers taxi service for RT from CUN airport. The instructions that were given to us were confusing, and the chaos of hagglers is real is when you get out. As an FYI, just walk outside to transportation until you find the provider. That is all you need to know. On the way back from the resort, the taxi was scheduled for 4 hours prior to our departure, the airport is only 10 minutes away. It was way to early and we spent 3 hours sitting around. Beach - I am reaching on this one but if you can create a nice beach and clear the water it would be so cool :) In closing the Grand, is how hospitality should be run everywhere. Top notch!

Wonderful time again!!! Thank you Neson Robles pvp vacation planner - you single handedly saved our vacation!!!! I can’t thank you enough!! Jesus Coello and Luis Gonzalez u were amazing last evening - you listened to our likes and dislikes for our party of 10 and nailed it!!!! Erik pool concierge and linda at diamond pool!!! Thank you all u are amazing!!! Exactly why we keep upgrading !!!

Like getting towels and water, how can I possibly give a decent review. You can’t call yourself a high-end resort if it requires a phone call (2 times out of 3 days) to get basic housekeeping. I’d love to write about some of the nice experiences, but the simple stuff matters and The Grand is lacking in simple.