Moon Palace The Grand Cancun reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 5.0
  • Location 4.5
  • Rooms 4.5
  • Service 4.5
  • Value 4.5

13119 TripAdvisor reviews

TripAdvisor users rated this property 4 out of 5

A piece of paradise

pattig212017 (Hernando, Florida) on Jun 14, 2024

The staff and service were excellent. The property was magnificent. It takes a while to figure out where you’re going and how to get there. Some of the restaurants were excellent. We particularly liked the Italian and Asian restaurants. However, it was so hot in some of the restaurants that it was difficult to enjoy them. Additionally, we did not care for the very rigid rules that seemed silly and not customer friendly. For example, we were not allowed to pay for golf for our grandson because he was on a different reservation. Finally, the “tour” was a huge sales pitch to become a member. It was just like those horrible time share pressure sales.

TripAdvisor users rated this property 5 out of 5

The ultimate vacation spot

florenciao760 on Jun 13, 2024

I couldn’t imagine a better place to vacation.. you have to be here to understand the level of amazingness the moon palace brings.. we haven’t had a single bad meal since we’ve been here.. entertainment every where you look.. Jesus Villasenor, our server at the dinner Fire Show, made sure our champagne was topped off at at times.. he was the real star of the show.. even though the folks throwing fire were amazing! Muriel our diamond concierge has fulfilled our every need.. house keeping was on point.. room service amazing.. why go anywhere else?

TripAdvisor users rated this property 5 out of 5

Amazing Family Stay at the Moon Palace - The Grand

hopeforman (Frisco, Texas) on Jun 13, 2024

This review is about our wonderful family and friends vacation at the Moon Palace - The Grand. We have been members at Palace Resorts since 1999 and have been using this system of travel for the past 25 years creating a lifetime of memories for our family. This visit was one of the most memorable experiences and stays at the Moon Palace. Because all our children and family are adults we decided to stay at the only 4 bedroom Villa at the Grand. I would like to throw a loud shout out to our butlers Alfredo Velasco and Ever Chinas who orchestrated the best and most amazing trip. They not only personally checked us into our rooms but helped us make our dinner reservations every night for the entire week. We had golf carts available 20 minutes before our dinner reservations ready to transport us to our restaurants. We had reservations for Cabanas at the Adult pool when requested and all of our spa reservations were perfectly scheduled without any problems. Every morning our butlers made sure that we had our morning pastries and fruit along with freshly brewed coffee. We took a day trip to the Beach Palace along the Hotel Zone and had beach concierge members ready to greet us with Cabanas already reserved for us. We were able to have amazing pool side and beach side bottles of wine. Our butlers were able to arrange a private yacht trip to Isla Mujeres on the North side and snorkel for an afternoon. We were able to see local sea life along the coral reefs and were in awe over how much sea life was so abundant along this beach. One day at the Grand adult beach we were bummed that there was no pizza on the pool side menu. Our butlers decided to go to a nearby restaurant and have 2 pizzas baked for our family and personally brought them to us. We were simply pampered and spoiled beyond our dreams. There were private transportation available to pick us up from the airport and drop us off upon departure even though we didn't want our visit to end. We simply cannot wait to try and recreate another amazing journey in the near future. Good job Palace resorts for making vacations so awesome.

TripAdvisor users rated this property 5 out of 5

Just visited this resort with my husband and two kiddos…

Elizabeth E on Jun 12, 2024

Just visited this resort with my husband and two kiddos, ages 12 and 10. Hotel transfers went smoothly, just be prepared for about a 20 to 30 minute wait at the airport for the van. Quick trip after that. We even saw a deer! Very cool! Upon arrival you’re greeted with a cool towel and a refreshment. Bags are taken promptly to your room. Check-in was a breeze. Staff do attempt to schedule a timeshare “breakfast” which we declined. The golf cart transportation to your room and around the resort is amazing!! They’re always prompt and available. The room has standard amenities and was clean. Seating chairs were limited to two, which makes it difficult when there were four of us. Bedroom only has 1 nightstand, placed in the middle of two full size beds. IMPORTANT: the TV streaming from your phone or tablet to the television does NOT work. We attempted each night, and finally gave up calling guest services each night for a tech staff to try & help. It didn’t work for my mother either who was staying about 6 rooms away. So don’t count on using it. TV does have HBO and kid channels. Water park is amazing!!! Slides are fun, staff is helpful. Both games zones by the water park and in the main lobby (WIRED) are incredible! The kids spent a lot of time there. And NO, you don’t pay additional for this or any game. Night shows are fun for the kids. Shows are in a theatre with Air Condition! Arrive on time or seating will be limited, to none. Bowling was also a great time! You’ll need to make a reservation. And they stick to the 1 hour time slot. No additional time will be given. Restaurants were just okay. Staff was wonderful, food was mediocre. Honestly, the best place to eat turned out to be the buffet in the main lobby. Great options for everyone! Room service through the app was also a great option. We did that almost every day for one thing or another. We also used the app to book all od our dinner reservations. Very easy. Spa service was terrible. No direction or tour on the layout or the amenities. Massage was nothing memorable. I will say my mother went the day before and had a wonderful experience. Overall, very nice, clean and safe place for the family.

TripAdvisor users rated this property 5 out of 5

Another amazing vacation!

michael l on Jun 12, 2024

This was our fourth family vacation to Moon Palace The Grand and it was the best yet! We were there for 8 days from May 31 - June 7 and the weather was perfect. Our concierge Irais, and butlers Octavio and Felix did such a great job taking care of us all week. Favorite dinners were at Agra, Habibi and The Grill. Our server Fernando at Agra made the dinner very special. All of his recommendations were spot on. Christopher was our server at Habibi for breakfast and lunch and he actually remembered us from last year! The new karaoke bar Kassette and the nightclub Unique were both a ton of fun. Everything was clean and service was amazing everywhere. I would highly recommend to anyone and we’re already booking our next family vacation there again for next year!

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