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The Grand At Moon Palace
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Reviews (708)
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136 - 141 of 708 reviews
Reviewed 2 weeks ago via mobile

The resort is fantastic and goes well beyond what you’d imagine with the service and entertainment
My only complaint is the sunbeds.
With children we finished breakfast by 8am, however the sunbeds by all the pools bar the water park are already taken not by people but towels.
It seems a lot of people get up by 7am to lay claim to a bed, disappear and return around 10
If only the attendants would be more proactive and remove the towels

Stayed: April 2018, travelled with family
5  Thank Ryan H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheGrand_GM, Manager at The Grand At Moon Palace, responded to this reviewResponded 2 weeks ago

Dear Ryan H,

We greatly appreciate your confidence in sharing your comments of your most recent experience with us. It has been an honor for us to have served you and to have made your vacation something special. We value your feedback in relation to the sun beds, as we will undoubtedly be reinforcing our use policies with our collaborators so that they are more attentive to the needs of our guests in order to avoid this type of situations. We hope to see you again in the future, so you can enjoy the changes that we will be making and enjoy an unforgettable vacation.

Cordially,

Cesar Fallardi
Operations Director
The Grand at Moon Palace Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 weeks ago

We stayed at Moon Palace March 23rd-30th, we stayed 6 nights at the Grand and the 7th night needed to move to Nizuc because there was no availability when we booked the trip for the 7th night. We would def go back and stay at the Grand again, rooms are spacious, bathroom is large so multiple people can get ready at the same time, rooms are clean, resort is huge! Once you learn your way around it is manageable. Spa was awesome, wish I got a second service done. My husband and I got a 50 minute couples massage, Fabiola and Nora Janet were terrific. Our last night at Nizuc was a little disappointing as we checked in around 5:30 pm after spending our last day at the Grand and we were told we had an ocean front room with a King sized bed which is all well and good but we were traveling with our children ages 13 and 15. After some arguing they decided to give us 2 rollaway beds in our room, not ideal but it was fine as we were just sleeping there and checking out the next morning. After the room debacle we decided to go back over to the Grand for our last dinner not knowing we could no longer use their facilities as we had checked out at 5 pm that day and moved to Nizuc. We were extremely disappointed when we were told we could not eat dinner there and went to talk to a supervisor at the front desk. We first spoke with a young lady who offered us guest passes for $600 so that we could eat dinner there after spending the last 6 days there, ridiculous! Next we asked for a supervisor which was Miguel, he too was less than helpful and not willing to bend and allow us to eat dinner there. Very poor customer service in my opinion. It is a shame that it ended like that after such a positive experience. That being said, it left a bad taste in our mouth however 95% of the trip was great and we would go back only if we could stay all 7 nights at the Grand. Once the water park opens, it will be even better. My kids are teenagers and were happy just hanging by the pool but I'm sure they would have enjoyed the water park as well b/c it looks pretty awesome!

  • Stayed: March 2018, travelled with family
    • Value
    • Sleep Quality
    • Service
Thank Deena W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheGrand_GM, Manager at The Grand At Moon Palace, responded to this reviewResponded 2 weeks ago

Dear Deena W,

We have been honored with your visit. Having hosted you for 6 days was undoubtedly a great pleasure since you were able to enjoy the great amenities that The Grand at Moon Palace Cancun offers to its guests and above all, we managed to exceed your expectations. We regret that in your second week you went through certain situations which made this holiday not as expected, however, we want to share that when our guests stay at Moon Palace Cancun, a day pass is required to enjoy the facilities At The Grand, nevertheless, after analyzing the information you have kindly shared with us, rest assured that we will be reviewing this case with our reception team to reinforce our quality standards in service and to be able to provide immediate solutions to our guests. Again, we regret this situation and we hope for the opportunity in the future to change this experience by providing you with an incomparable service on a well deserved vacation.

Respectfully,

Cesar Fallardi
Operations Director
The Grand at Moon Palace Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 weeks ago

Will definitely recommend, great resort friendly staff excellent restaurants. Short drive from airport,nice golf course,excellent staff at the golf course ,the pools were great and some of them were heated, the adult pool was awesome

Stayed: February 2018
Thank kim c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheGrand_GM, Manager at The Grand At Moon Palace, responded to this reviewResponded 2 weeks ago

Dear kim c,

It is very satisfying to receive your comments. We appreciate your wide recognition of the service and quality, as well as to our facilities and amenities created especially for you. This is the kind of experiences we seek to create in our guests every time they visit us. That they experiences are without equal but above all make them return to continue sharing vacations full of joy and fun. We hope to see you again in the future for another Grand experience.

Kind regards,

Cesar Fallardi
Operations Director
The Grand at Moon Palace Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 weeks ago

SERVICE Was wonderful but we stayed an extra day and after a wk they locked us out of our room this has happened before. the front desk needs to coordinate better the length of stay. many times we stay 10 days and after a wk our room is locked??

Stayed: February 2018, travelled as a couple
Review collected in partnership with this hotel
Thank DONNA M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheGrand_GM, Manager at The Grand At Moon Palace, responded to this reviewResponded 2 weeks ago

Dear DONNA M,

We are pleased to know that the service and attention provided during your stay were of your total pleasure contributing to create a wonderful experience for you and your family. However, we regret that the situation occurred with our reception staff has caused that your experience was not entirely positive. Rest assured that we will be reviewing this case promptly so that it will not return in the future and be better informed and provide training to our staff. We appreciate your trust, hoping to receive you again in the future.

Cordially,

Cesar Fallardi
Operations Director
The Grand at Moon Palace Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 weeks ago via mobile

The grand in moon palace is def grand in many ways. Grand in size and grand in decor. The lobby is beautiful! Feels like a Vegas hotel. Food is excellent. Amenities are wonderful. Fun and interactive kids club. The bike/ power wheel track is fun for kids. Staff is beyond accommodating.

Some negatives- big water slides are closed. There is a small water area for younger kids.
Walking from place to place takes time. Hop on a golf car- but be prepared to wait. Need to go to the restaurants around 5:30/6 to get a table. You might wait a while.

Will definitely be back!! And I highly recommend!!!

Stayed: April 2018, travelled with family
4  Thank Sharon S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheGrand_GM, Gerente at The Grand At Moon Palace, responded to this reviewResponded 2 weeks ago

Dear Sharon S,

We feel honored to be recognized as a hotel up to Las Vegas. It has been an honor for us to have had the opportunity to serve you and to be part of these incredible vacations. We know that you found some inconsistencies as our slides were, however, rest assured that we will be creating the best waterpark experience of the destination. We appreciate and value your comments because they help us a lot to provide a better and more pleasant experience for our valued guests. We will be waiting for you with open arms in your next stay.

Sincerely yours,

Cesar Fallardi
Operations Director
The Grand at Moon Palace Cancun

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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