Moon Palace The Grand Cancun

Amazing stay in our favourite Hotel chain 🥰 cant wait to go back next year!! Special thanks to Monica our waitress @Casa Mia and La Cantina, Abigail from the Awe Spa and Concierge Ana. Their service was top notch and made even more exciting what was already an amazing stay… We also spent a few afternoons @ Sunrise and wanted to thank our favourite Lizbeth, Pablo and Josue!! See ya next year Palace 🥲 Read less

It's super hard to leave a review for this resort. I've been 4 times. But not because I wanted to go to the resort. It's entirely to see one of our favorite bands play there. There are a series of bands that play in their beachside show place area (whatever you call it). Usually in January or February. As we've been to and eaten at the 4 different areas of Moon Palace (Grand, Nizuc, Sunrise and Golf Course), I've got a fairly good feel for the place. Food: Don't get overly excited about "fine dining". It's VERY hit or miss. At the Grand, I think the top honors goes to Habibi. That's probably the best for dinner or breakfast. One very good option that is often overlooked is Cusco which is located at the furthest corner of the resort. When they're open, they have by far the best buffet style (giant peel shrimp, stone crab, etc) in a nice surrounding. The Grand Buffet is awful. And we've gone maybe 4 times over the years thinking it will get better. Never gets better. It's loud, bright, and a ton of kids. The food selection is underwhelming and mostly hot steam tray fare (think of extremely overcooked pieces of salmon sitting in a hot tray). The 24 hour coffee shop is not to be overlooked. Since everything shuts down pretty early (10pm), there are fantastic sandwiches and crepes. Not to mention desserts. Another great food tip is the bar outside the Grand Buffet. I believe they close at 11, but you order little appetizers that are fantastic. That's about it. French place is good. Jade we've never liked, and the Italian place was just too loud and bright for our tastes. Carribeano is 2/5. And The Grill is about the same. We ate at the steakhouse one year. It was maybe 3/5. Casa Mia downstairs is very good. 4/5 Late night room service should be avoided. I mean, you can try it, it's free, but not even worth the gratuity for the person delivering it. Better to go to the coffee shop and get a few items. Go ahead and try it if you don't believe me. You'll see. As for the room. The bed is nice. If you don't like the pillows, you can order from a wide array of different types from the Palace App. The TV is ok. We used a Roku. They have an HDMI port on the table for such a thing, but it hasn't worked for us in a few years, so we connect it right in the back. Works fine (Netflix works in Mexico, but most others do not). There is a giant spa. We've heard of lots of reports of brownish water coming out. I don't think they're thoroughly cleaned. Pack a spa cleaning packet with you. The room lighting is bizarre. If you figure out what switch does what, please let me know! The coffee maker is ok. Make sure you ask for pods. They don't always refill reliably. There can be lots of door slamming, and kids, but this year we got very lucky in our room location and it was generally peaceful. The pools are nice. We like the pool at Los Tacos. Seems quiet and out of the way plus I forgot Los Tacos is a solid lunch place! As a Grand guest, you can go anywhere. We found that the golf course is a fun place to go to and get away from it all. There are two restaurants. An Italian that is very good, and a Yucatan specialized restaurant that is also very good. If you go to the spa, I suggest going here instead of at the Grand. Less busy. The beach is kept up very nicely, but sadly the ocean here is not accommodating. There is often large amounts of seaweed, and it's very very murky. Not swimmable. Every year we've come it has been a RED flag warning for swimming. Not that you'd even want to. But they do what they can to keep the sand nice. It's mother nature doing her thing here. The grounds are kind of a pet peeve with me. There are lots of machinery buildings or main golf cart arteries. When you go out on your deck you will often get a white building with some machine buzzing loud and some outdoor lights. It's almost impossible to get a room with nice foliage or scenery. Most rooms overlook nothing interesting. Why they chose to put these loud and bright utility buildings right in the courtyards is beyond me. Definitely ask to be moved if you get one of them. They may give you a hard time, but persistence will pay off. If our band wasn't playing here, we'd never stay here again. Oh, finally, there are lots of people around to sell you timeshares or discounts for when you come back. Just say "No gracias" and keep walking. It's too much. Also, they most likely will add some "Palace" donation thing to your bill. Just tell them to remove it. It's a sleazy annoying thing to have that automatically added on in the hopes you won't notice. Read less

Had such a great experience at Habibi. They offered an option where we could try a little bit of everything at our table. Yum! Just when we thought we were done, our waiter, Manuel, offered the same option for their desserts 🍮. Great service, delicious food, with some of my favorite people. Thanks, Manuel, Carlos and Daira for great service ⭐️⭐️⭐️⭐️⭐️ Read less

I recently stayed at the moon palace grand and unfortunately, my experience did not meet expectations for a luxury resort. While the property has potential, there were several significant issues that impacted my stay. Check-in Process: The check-in process was frustratingly slow, with a long wait time of over 30 minutes. For a resort that advertises luxury, I expected more efficiency, especially after a long day of travel. Room Issues – Flooding and Safety Hazards: Our room was charming, but we faced a serious problem with flooding. After a day of rain, water began to seep into our first-floor room, making the floor dangerously slippery. My young daughter actually slipped and fell, which was a scary experience. We were told by staff this is a recurring issue, which made it even more concerning. I would have appreciated a heads-up about this potential hazard before being assigned to a room in that area. Resort Credits – Misleading: The resort offered a $200 beach bag as part of their resort credit program, but when we looked closer, we found the same item on Amazon for less than $30. They also charge a 15% tax which makes the bag actually cost you $30.00. It felt like a deceptive tactic to make you feel like you were getting a better deal than you actually were. Similarly, we encountered overpriced spa services that required us to pay extra even after using the resort credits. Promotions – Confusing and Misleading: On the way out, I was offered a $299 certificate that supposedly gave 50% off our next stay. However, when I looked into it further, I found that the prices on the website were already comparable to or lower than the discounted certificate price. When I called to inquire, I was told the 50% off would not apply, leaving me confused and disappointed. Overall Thoughts: While the property itself is beautiful, these issues made it hard to enjoy our stay fully. The lack of transparency with resort credits and promotional offers, combined with the flooding problem and safety hazard, was disappointing. I hope the management takes these concerns seriously and improves their communication and services in the future. Read less

The Grand is an outstanding vacation experience and it is an upgrade in comparison to Moon Palace Sunrise and Nizuc. The myriad of pools and restaurants afforded to Grand vacationers are many and all superb. The resort is especially great if one is a Palace Company Diamond member. Our Diamond concierge, Edwin Villanueva, made our week-long stay wonderful. He was super attentive, and he was even responsive on his day off. He anticipated all our needs and always provided professional service. Our pool concierge, Carlos, who attended to our pool needs at the pool outside the Grill restaurant, made every pool visit special. His customer service and infectious attitude was truly outstanding. Overall, the Grand is the best. Read less