Was really looking forward to a much needed vacation. The Grand at the Moon Palace looked like an excellent choice. The property itself is beautiful. The working staff at the resort such as housekeeping and waitstaff were some of the most polite and helpful people. Despite a language barrier. Upon arrival we were informed at the front desk that are reservation has been moved to a different resort. They said the resort we are moving you to is much better and nicer resort. But this is not what we signed up for and paid for 6 months in advance. We had numerous friends staying on property which we wanted to be around. It's kind of hard to do that when you're at a different resort, 30 minutes away. When I refused to be moved to a separate resort, they gave us two double beds. Mind you we signed up for the honeymoon package which included so many amenities. It was going to be hard to get through. We were told at the front desk when we checked in on Wednesday. We would be moved into our King room on Thursday or Friday. No such phone call ever came. When I asked the desk they said it would be on Saturday when I finally went down on Friday to find out. They never once contacted us about any of our honeymoons extra amenities Overall, it was a very nice vacation considering we got to be with our friends on property. I will be sure if I ever stay here again I will not pay the extra money for any type of package. If it wasn't for seeing a concert on property. I will never stay here again. I feel terrible for the workers there. And talking to many of them there. Very little. And really depend on tips from Americans who they provide services to. Luckily I'm the type of person I do observe the service I'm provided into accordingly. Many of the staff would even seek me out to say hello and thank you for my generosity. That just goes a show awkwardly they are truly treated.

I want to express my disappointment and frustration regarding the recent incidents that have occurred during my stay at your hotel. Unfortunately, the experiences I have had thus far have significantly marred what was supposed to be a pleasant and enjoyable visit. My family and I checked into your hotel on 5/23 and were initially satisfied with the accommodation. However, on the third night of our stay, our neighbors moved in and proceeded to play loud music well past midnight, continuing until 2 a.m. Despite our attempts to drown out the noise, the sound permeated our room due to the connecting door, as if they were right beside us. This disturbance disrupted our sleep, our kids woke up in the middle of the night and could not go back to sleep due to the loud noise. This left us feeling exhausted and frustrated. Following this unfortunate incident, I approached the night shift manager at the lobby to address the issue. He kindly offered to transfer us to another room, which I appreciated. However, I informed him that I would need to pack our belongings and that our children were asleep, making it inconvenient to move immediately. He assured me that a room would be prepared for us by the next morning and provided me with a room number for the transfer. To my dismay, this morning when I called multiple times to request assistance with moving our luggage, I received nothing but empty promises and prolonged delays. The staff initially informed me that they would send someone within 15 minutes, only to find that an hour had passed with no assistance provided. After calling again, I was transferred to the front desk where I was informed that the room was not yet ready and that it would take another 30 to 40 minutes. Finally, at noon, I was informed that the room would not be ready until the evening. All this time I been told that someone needs to be in the room for them to transfer us. It is disheartening to realize that I have wasted an entire morning waiting for a service that was never fulfilled. The lack of consideration for our comfort, the prolonged noise disturbance, and the abysmal service we have encountered during our stay have left me deeply dissatisfied and frustrated. I had hoped for a relaxing and enjoyable vacation with my family, but instead, we have been subjected to sleep deprivation and unnecessary inconvenience. I kindly request that you take immediate action to rectify these issues and provide a suitable resolution to salvage what is left of our stay. This may include compensating for the sleepless nights, ensuring a prompt and seamless room transfer, and offering reassurances that steps will be taken to prevent such noise disturbances in the future. Please understand that my intention in writing this letter is not to vent my frustrations but to bring these matters to your attention, with the hope that you will take appropriate action to improve the quality of service at your establishment. I believe that with prompt action, you can regain the trust and satisfaction of your guests. I sincerely hope that this matter will be handled promptly and professionally. Thank you,

Absolutely disgusted at the management of this place. Booked and pd for our vacation in full. A week prior to travel we were sent an apparent upgrade to an adult only resort we declined as we had a 12yr old and had pd in full to stay at the Grand. When we arrived at the airport a family of 5 they informed us we were going to the adults only resort after an hour they agreed to take us all to the Grand but we only had one room. We then spent 2 hours at the front desk with many other people who’s rooms had been given away. We were told they over booked 100 rooms and the managers would not come out they hid in the back leaving the poor front desk staff to deal with all of these upset people. My mother and son had to spend 2 nights at the sunrise, while my husband, daughter and I were at the Grand. We were booked on one reservation all with the same name, we had fully pd for 2 rooms and said we needed rooms close to each other with 2 beds in each room. This was supposed to be a family vacation and we spent the first 2 days separated at different resorts. They couldn’t understand why my 18 yr old son and his grandmother didn’t want to share a bed. Really?. The management/owners of this resort are crooks who steal peoples money. I have never seen such greed it is absolutely disgusting and has been a huge inconvenience. Regardless of how amazing everything else is,I would never return or recommend this place to anyone. When you book and pay for something in full that is what you expect to get, not to have to fight for hours and days on end to finally sort of receive what you pd for. They should be ashamed of their terrible customer service, and should be charged with fraud and theft. Just disgusting. This was Dec 17 2022. They also told us those coming in on Dec 27 will be in for a shock as they are more over booked that day. How does that even happen?

so many people staying there. and just not enough staff. caused us to have trouble finding places to sit anywhere outside in the pool area. not enough attention to us during our stay--- we finally figured out that the beach area is really nice and the fresh coconut drinks are amazing. the restaurant waits for dinner was up to 2 hours at times- and the places that take reservations were booked 48 hours in advance. the resort credits we came in couldn't be used with most things we wanted to do. overall-- just a miserable experience. we won't be back unless there are more staff members and less people. sad-- we were so excited for a wonderful time and we just didn't have one.

Overall, a nice resort. Lots of food options, and the wait staff is incredible. If you enjoy the beach, this is probably not the spot for you. Water is not very clear, lots of seaweed, and definitely not as nice as you will find in other areas of Mexico. I had read a lot of reviews about being cautious in the rooms because the floors could be very slippery. We took precautions in the room; however, at the water park, I slipped coming out of the bathroom (some spots are very slick). This caused me to fracture my hip, which required surgery when I got back to the USA. Other than getting me to the emergency room, the resort did very little to help. Not only did they not comp any portion of my stay, I had to pay $220 to see the resort doctor, who was unable to help. When I asked for a wheelchair, it seemed it was very inconvenient for them. No one from management ever checked on me to make sure I was fine, and no accommodations were extended to me. I understand accidents happen, but this happened on their property, and it seems that they could not have cared less. I was very disappointed in the way this was handled by the resort staff.

Thank you for at least responding, I really do not need an apology, all i need is a full refund of the double charge. I used your service just once but you charged me twice for it. My constructive feedback is for you to treat your customers like humans and not just as booking reservations. Connect with them and treat them better, accept you have made a mistake when you have made one and not try to put it on your paying customers. They should be more important than your booking reservations, after all they are paying. My last two days in the resort was painful, because the manager at the front desk did not know if he could get my money refunded or not. Then he said corporate said they will refund some but charge me one day for no-show even while i was standing in front of him. Treat your customers better.

I just returned from the Grand Moon Palace this weekend; I spent 4 nights there. The service was amazing and there were so many activities for the kids. The service staff were beyond amazing. I have a few complaints that I believe would be beneficial for future guests: the guest relations employees are like sharks there. There were a total of 4 attempts to try to make us members of the Moon Palace which was very annoying. The first attempt was as soon as we checked in. I traveled with young children so we were ready to get to our room immediately after checking in as they were very cranky and hungry. After checking in, one of the guest relations employees walked over to the check out counter and mentioned that we should go to guest relations so we can become familiar with the resort, this was just an attempt to try to make us members. The second attempt was when my husband wanted to purchase a birthday package for me and the guest relations even followed up with a phone call to our room asking if we were interested in a presentation. I was annoyed and told them “no”. There was another attempt while we were tying figure out which activity to attend one night. The final attempt was during checkout and this was the worst experience. We checked out and were walking to our transportation when one of the guest relations employees approached us and asked us for our room number although we already checked out. I should have known this was going to be another attempt. We gave him our room number and he crossed out our name on a piece of paper so I figured “maybe” this was another part of the check out process. He then proceeded to pitch us a deal where we only pay $299 immediately for a future DISCOUNTED vacation package that we would need to use within 18 months at any Moon Palaces in Mexico or the one in Jamaica. At this point I’m annoyed because we were rushing to our transportation to catch our flight. I mentioned this to him and his response was that the sign up process would be speedy. I told him I wasn’t interested and we walked to our transportation. One final point, at check out there was a $5 “donation” charge that the Moon Palace automatically adds to your checkout bill. Please be aware of this and ask them to remove it if you’re not interested in “donating” funds to the resort. This was also in bad taste to me because this is a charge the Moon Palace should request, not automatically add to your bill. I’m glad I asked for a breakdown of my bill.

I enjoyed the time I've spent here. It's a very active family vibe which is why it gets so busy during vacation months. The food was good in most places but was uneven quality at times. The service is friendly and helpful. Be aware they have a strong marketing department and will offer you free excursions to get you to listen to their presentation. This is not a bad thing. If you're willing to spend a couple hours for free tours for your family. Overall it's a great experience.

On the day we arrived we got the hard sell for a vacation membership. We were tired and with the room not ready until 5pm, we felt this was an inappropriate time to sell me anything. The staff at the resort are amazing, professional, and friendly. They all looked great in their uniforms and had a very neat appearance. The room was very spacious with clean comfortable beds, but the mini fridge hadn't been stocked nor had the bathroom supplies. The food selection was good. We were disappointed with the meat flavor at many locations, but the selection was vast and we were able to enjoy our dining experience. The Peruvian restaurant was pretty good. The water park was the best for my kids. We had so much fun and there is plenty for everyone. The beach was a bust. Full of seaweed. Not a single person was in the water. Overall it was a nice, relaxing stay, but I will likely take my family to another resort or country in the future.

It was a lovely resort. Our disappointment stems from the bait and switch tactics we experienced. We had a group of 14 and booked through a shared link (The Grand at Moon Palace). Two of the families were eager to upgrade the room type. Upon doing so they were redirected to an alternate site (with out knowing), and got booked, at a neighboring Resort. At arrival the group realized they had been split up. In order to move from one resort to the other, the Moon Palace wanted an additional $200 - $400 per night per room. We understand that the two families failed to read the fine print, but can’t help that we felt deceived. There were several other deceptive situation however the one that stands out the most was a $500 resort credit. We had a receipt for this credit, but the Resort could not find it within their system, and refused to honor it. It didn’t matter, as there were so many restrictions on the use of the credit. The other families attempted to use the credit on several occasions, but only managed a few one off purchases. One of the most frustrating points, the lack of customer service and willingness to actually help. Our interactions with the front desk, reservations, and public relations, were frustrating and less than hospitable. When booking this resort, please reconfirm your reservation and read the fine print.

We did not stay here. We were duped into going because they said they were connected with our transportation from airport to hotel. Do Not talk to anyone in airport telling you they can get you to your transportation! What they want to do is sell you membership in their vacation hotels. The total time for the ordeal was supposed to be 90 minute including breakfast, tour of the facility, and a talk. For participating we'd get a boat and snorkel afternoon for free. They also wanted a $20.00 fully refundable deposit to make sure we show up! We did get a nice breakfast, but we already could have that at our hotel,The Cancun Hilton! After 4 hours and 5 different people trying to sell us something that they say is "not a time share.". We finally had it, and got up to leave. We were taken to 2 more places to get the boat-snorkel adventure where we again were approached by 2 more salesmen! When does No mean No??? We did get our refundable deposit back, but was then told the snorkel was full. We could do another day, but transportation was on us. AND -- By the way, we have to pay $15.00 (US) per person for some tax!!!! We were never told that! This was a total bait and switch scam. When we went to get transportation back to our Hilton, we, again, were pushed to buy their package! That was a total of 8 salesmen!!!!

I can't take credit for picking this location that was all the wife, but I have to say Moon Palace Grand was a great choice for a family vacation with the kids. From the water park, and various pools, the wonderful dinner options. I was really impressed. Downsides: Well they give you a certain amount of resort credit to spend at the spa, gift shop, and what not. Realize that you're limited as to what you can actually redeem; handful of options at the gift shop and not the best options at the spa. They will push a 90 minute tour session for purchase options for future visits. Also they will try to give your adult guests a coupon at check-out but know there is a charge for that certificate. I'm not knocking the product, just don't be surprised on the tour. Even with those down sides I listed, I would definitely go back. I now know what to expect. It was a great trip and the whole family had a good time. I would recommend it.

The place itself is great and so is the staff. Our review is a three star because we’re booked on a platinum member time share that includes golf, spa and concierge service. We have been here 5 days and have been denied dinner reservations at every restaurant that requires reservations! We have spent at least one to two hours every day we’ve been here meeting with a concierge or public relations person in order to get bare minimum of what we paid for. It’s outrageous, we have two more days here and I can’t say we want to be back.

Hotel is nice and Clean. Special shout out to Adrian at the front desk, who goes above and beyond with his service. Great room service. Downside is house keeping doesn’t take place every day, not sure if we are suppose to press the house keeping button in order to get house keeping. The resort is very busy during vacation months, there are lines, but staffs are trying their best to speed things up. For beach goers, not the best beach this part of the town. Overall, kudos to all the hard working staffs.

Will list out pros and cons .. want people to hear my experience..hopefully will help them Pros: 1. Kid friendly 2. Nice beaches 3. Tasty food in restaurants Cons: 1. Pathetic customer service 2. The resort is very greedy .. they take money and give rooms to people way way more than they are able to handle logistics and food Do not fall for “ all inclusive “ For this money you are better off staying in much nicer places in Cancun where service is good and you pay and get service .. first time in life have tried all inclusive and never will try this place again 3. They made us wait for 2 hours every day just to get dinner .. upon requesting their “public relations “ for any alternative restaurants where they could get us in .. they couldn’t accommodate .. we ended up with dine in room service .. which has very very basic options I did have good memories of Cancun itself .. great place to hangout .. just wish never did moon palace ..

This visit was my first visit and my last one . This place wants to call them self 5 stars . This is a lie the lobby looks nice the rooms are dated the smell is not the best your beds will feel sticky all around the food is not the best all in general including breakfast. I have been to plenty 5 star hotels and this is definitely not one . I made my reservation through the phone directly throughout their company we are a family of 6 I made sure I specify that I need connecting rooms with double beds as we are a big family. Unfortunately the family suits were not available. I asked for nice water view unfortunately they do not offer a view you will pay extra for a pool view not work paying extra for this additional add on . This would of been ok if they would of listen to my request and had us in connecting rooms with double beds as requested they agreed to note it and let the hotel know as I travel with young children and a child with extreme anxiety. This request did not happen at all when I checked in it took a good hour to check in and to try find a solution unfortunately they never found one. Our family had to separate when we arrived to one of the rooms the toilet was full of pee all over as if someone just walked in to pee in the room and did not clean the toilet this room was not properly cleaned at all . This made everything much worse I’m staying here for 2 night and my total was a little more then 5k this experience was not worth my money at all this is not a 5 start luxury hotel . Your kids will find activities to do for a good 2 to days tops if you have teen children they will not find it to amazing here after 1 day tops they will be limited with activities to there liking . Small children will be happy here and enjoy it here. This is my honest opinion by my experience here.

1. Service The problem is service. The service at the hotel is really bad. It took over 6 hours to receive my child's baby crib. No matter how much I call, they say they know and won't come. This applies to all parts. The restaurant also has to wait a long time. All systems are too slow. The prices are the best in the world, but the service is the worst. Who wants to pay $700 a day for these services? If you have booked this place, I want to be honest with you. CANCEL NOW AND BOOK A OTHER RESORT OR HOTEL!!! That's the secret to making your vacation and your family happy. 2. Facilities and room condition As for the room condition, there were several cockroaches in the bathroom. You have to turn on the light in the bathroom every night and do something to avoid cockroaches. I was so surprised that I took a video & photo. 3.Sales Strategy They told me they'd give me free credit if I heard about VIP memberships for 90 minutes. The VIP membership price was $99,000. I didn't sign this. They didn't give the credit they initially promised. In the document they presented, it was written in small print that verbal promises are void. They take a lot of customers' time and scam them like this. From the beginning, they planned to scam their customers. This is a really, really bad strategy. This is a very bad strategy for you to scam vacationing customers.

Absolutely amazing experience. Would definitely recommend it. Only disappointing part of the experience and why it’s 4 star for us was the disappointing experience when we tried dining at their Habibi restaurant, this was the only part of the trip that left a really bad taste with us for some reason. However overall experience was 5 or 6 star. We totally had a blast and was one of the best vacations we’ve ever had. Amazing pools and water slides, some of the BEST evening shows, amazing food, good enough beach, great room, really nice staff overall!! Really enjoyed the very efficient shuttle rides. Really nice resort. Totally recommend x10.

Requested double beds. They gave us a king. Then, they delivered a double bed without linens to the middle of the room. Food wasn't that great. Overheard many guest not happy with their stay. The Japanese restaurant was the best restaurant . In the buffet restaurant, the omelets and grilled seafood were excellent.

Sad that this place is going down fast. Compared to our last visit in 2018 trip this time here was anything but smooth. Laborious checkin process , long wait times at every restaurant except the buffet . The guy who was pushing to attend a seminar for time shares of sorts was unprofessional and intrusive. The water park had lounges for less than 10% of visitors so you have to be super early to find a spot . Our room had bad shower pressure and non functioning phones. Not exactly a luxury resort experience overall.

This is such a fun vacation if you are traveling with kids. Our son loved the kids club which gave us some chill time. Younger children have to be signed in/out by an adult. Our 10 year old was able to sign himself in/out. It is a huge resort but golf carts are always available to shuttle you to any location. The water park and pools are great but we didn't swim at the beach. It is rocky and not your typical Mexico blue water. I have to eat gluten-free and they had gluten-free free options in all restaurants and room service.

I cannot even begin to express how wonderful this resort is. Besides it just being a fabulous place to vacation, with lovely accommodations, the staff are absolutely wonderful. We have been down here for a week vacationing with our entire extended family. During our stay, my 6 year old nephew had a horrific 13 minute seizure and we messaged Ever, our butler. He has been absolutely amazing this whole trip but he went so far above and beyond getting medical personnel to the room immediately and arranged for an ambulance to get my nephew to the hospital. It didn’t stop there….While my nephew was at the hospital, he arranged to have their room filled with balloons and surprises for when he returned, and even bought him a stuffed Picachu to make him feel better. The level of pure love & human kindness showed by this amazing man brought us to tears. He has checked in with us all day every day since the event. He is truly an amazing human being. We will for sure be coming back to enjoy this amazing resort and amazing employees.

We stayed here with a large group of 20 adults and 5 kids. We met friends here, and when it was all said and done, there were about 50 of us. They were pretty good with helping us get reservations and accommodating so many of us. This place is huge, so you will get your exercise, but the have golf carts that will take you pretty much anywhere if you ask. The food was excellent. They had good shows. The beach is beautiful white sand. We would like to come back.

Wonderful overall. It was spring break week, so resort was very full and therefore had some delays in service, but nothing bad. Lots of walking so if you have any mobility issues, make sure you use the shuttle services (big golf carts). Kid friendly, water park is pretty impressive for a resort. Rest of the pools were nice as well and each had a different vibe. Beach itself is nice looking, but the rotting seaweed at this time of year ruined it. So if you're more of a beach person vs pool, then make sure you check their beach report. The spa is very good, recommend it.

PRO- 1. Great kids activities, regardless the age. My daughter is 3 and loved the Kids entertainment building , the water park, the arcade in the lobby… 2. The shows are actually fairly interesting, for both children and parents. 3. Good food. Clean!!! The restaurants are absolutely great. By far the best in many Mexican palace resorts I’ve tried so far . 4. They have an app that helps you do everything: order room service, order pharmacy items, see your bill, make diner reservations. Loved it! Cons: 1. Found this massive hair chunk in our room upon checking in. Yuk!! 2. They state all the pools are heated. I mean…if heated means 50F, sure! Lukewarm water at best. 3. The hotel is 30min away from LA ISLA - if you love shopping, $30-40 one way is what the cab will be. 4. Incredibly aggressive sales team pitching some sort of a timeshare. However, they are only selling you “a discount” towards future trips. No stays. Just 20%-60% off you next vacation cost , asking you to pay $25k - 550k . Yeah, 550k if you want a discount as a diamond member. Talking so several guests while at the pool..Many people attending found it too aggressive. I think it might be a good investment if they were to sell all inclusive stays. Not discounts.

We just came back from Mexico and stayed there for 5 days at the grand in a swim-up room ..it went like a dream. .. everything was amazing from the service to the food, pools, and views . Amaziiiinggg. They responded to any request we asked so quickly. We ran out of our baby formula . I called the front desk and they helped me to deliver one to our room and find the right formula which my baby uses... I am so surprised by the negative reviews seriously I stayed in the US and also in five stars hotels mostly with the W . This one is better by far .. they treat their guests majestically.

Overall, it is a wonderful place to stay. They have introduced many additional dollar costs to several of the "upscale" items, liquor and food, so be prepared for these new costs if you expect a finer dining and drinking experience. Service is good, but it could be a little more attentive to keeping the room properly stocked. However, the friendliness and courtesy are rather exceptional. As always, the "hard-sell" at the end, during your check-out, is a bit irritating as they do not "get to the point", they talk in circles, and do not accept the first "no thank you". They are just chomping at the bit to squeeze that extra $300 put of you, with plenty of fine print to confuse even the most astute individual. Other than that, this was an excellent stay!

We knew the beach was bad going there so no problems there. From all the hype I read before going .. its not it, it is big and has lots to do. It was everything else.. yes you will still feel like you're on vacation. We just expected better and have had better.

We stayed at Moon Palace The Grand - Cancun over Thanksgiving this year with 12 people and we absolutely loved it. We have been to several all inclusive resorts with children and this was by far the best experience. The staff was amazing and you could tell that they loved their job. The hotel was very nice and felt safe the entire time. The food and drinks were top notch! I would like to give thanks to Alejandro (lobby bar) on his amazing service the entire week. We would go see him every night because of his overall friendliness and it was a pleasure getting to know him. We also had a great time at the Speakeasy (The Library) where Fernando made the best drinks on the property! Thank you Alejandro and Fernando for making our trip one to remember!

For our first time at this resort, we were a bit disappointed from the beginning, We have approached the check-in we where told the room will be ready at 3:00 or a bit after and that we will receive an email letting us know the room is ready. We did have access to food and drinks and meanwhile. At 5:45 , we checked the status of our rooms and we where told they are not ready. We were disappointed, as two of our children where sleeping on the sofas in the lobby. About 30 minutes to 40 minutes later I approached the check in desk and just one room was available. We final got our rooms on the NE side of the resort one of the room needs a little TLC remodeling and freshen up pillows, the rest was clean, the other room AC was not working the phone was not working and my family room had someone else luggage bags. The room received a three star, because being a five star resort, the rooms on our remodel or up-to-date. Service receive a three star because customer service is not important to them. Location receive posters as they have many pools. Many restaurants and most of the people are nice that works there so they can receive tips.

Luxury resort. Huge property with so much to offer on a star level.. very nice touch giving a rose to ladies on arrival . And of course scented cold towels. The place is wicked hot and humidity tense. Excellent night club. Good food , service and amenities so great choice for a luxury vacation. Didn't get to take many photos this time.

Nice place to enjoy your vacation. Water park area for great. They’ve got their own flow rider, wave pool(not to big though but fun), slides, lazy river and kids area. Hospitality was top notch. Staff was always helpful and friendly. Food is excellent. I highly recommend this place if you are coming to Cancun.

This is incredible vacation, I can’t say what we don’t like, because it’s nothing to say ! This resort absolutely best of the best! My kids is so happy, I don’t have any issues with food here, my kids busy all the time! Kid’s club is perfect! We found warm pool and jacuzzi in Cusco area. We definitely be back