Shing Lee
This resort was not my vibe at all. It was too crowded and it didn’t allow me to really relax and enjoy the luxury of quietness. I know I should have done more extensive research on the property and I take accountability for that. Moving forward I felt out of place at times and some of the staff members did not make my party and I feel welcome. I placed an order for roses on my birthday through the app, I didn’t receive them. I was told I didn’t confirm via text when I confirmed via email , which is where the message was sent. I tried to resolve the issue and the correspondent simply stopped communicating with me. When it was time to get into the jacuzzi it did not work but I must say when the issue was reported, a technician was sent within the next hour and he fixed the problem, kudos to him.
The restaurants that I visited were okay, the food was better than most resort food I’ve tasted and there was a good variety of different things. The room service food was not good at all, just to put that out there.
The club was awful. The music was not diverse, it made me time travel back to jersey shore in 2009. There were a bunch of teens and fist pumping. I was disappointed.
The pools were crowded most of the day and one day my party and I went to enjoy the pool and everyone who were in that particular pool got out and left, that made us very uneasy but we brushed it off.
The suite we lodged in was nice and spacious, it was fairly close to the main lobby; therefore I’d say it was a convenient location. We didn’t do any shopping inside the resort so I can’t touch on that .
When walking through the corridors have a stiff shoulder because people do not move or let you pass you will definitely be run over. The reservation process was a headache because everything booked up so quickly.
And last but not least the transportation from the airport to the resort the the resort provided that was shared was an awful experience. We were constantly ignored by the representatives and at one point one of the workers fanned my husband off like he was not even a human being simply for trying to ask if his bus was fully occupied.
I personally had higher expectations for my trip and the resort but I would just say it was okay. I would not visit again because of my experience but I would encourage people to see for themselves .
Yoandi Perez
Incident related to Diamond Membership.
Overview:
We recently stayed at Moon Palace The Grand, a luxurious property within the esteemed Palace Resorts chain. As Diamond members, we were excited to experience the exclusive perks and personalized service promised by our membership.
Membership Benefits:
Our Diamond membership has consistently provided exceptional value during our travels. From priority booking for spa treatments to access to private lounges, we’ve come to expect top-tier benefits. And of course, the allure of complimentary champagne—a delightful touch that has enhanced our previous stays.
The Champagne Incident:
However, our recent visit to the Unique Disco left us perplexed. Armed with the knowledge that our membership includes champagne, we confidently ordered a bottle. To our surprise, the staff informed us that the champagne was not part of the package for disco-goers. Their explanation—that it’s only included in restaurants—struck us as odd. After all, we’ve enjoyed this bubbly treat at various other venues within the Palace Resorts family.
Advocating for Clarity:
Undeterred, we asked the staff to double-check this information (Noel the Captain and Emmanuel). They obliged, but their verdict remained unchanged. We couldn’t help but wonder: Is this an oversight or a policy inconsistency? As seasoned travelers, we appreciate transparency and consistency, especially when it comes to membership privileges.
Recommendations:
Clarify Policies: We urge Moon Palace The Grand to revisit their policies regarding champagne inclusion. If it’s meant solely for restaurants, this should be explicitly communicated to all members.
Training and Awareness: Staff training plays a crucial role. Ensuring that all team members are well-versed in membership benefits will prevent such misunderstandings.
Consistency Across Venues:
As loyal patrons, we hope for uniformity across Palace Resorts properties. If champagne is part of the package, let’s ensure it’s available wherever we choose to unwind.
Jessica Tamaiev
I stayed here for 5 nights and instead of feeling excited about being in Mexico it was a rather stressful stay. Starting from check-in, the line was so long after an exhausting flight. Once we reached the counter the guy was so rude (I believe his name was Eduardo and he wore glasses). Also, they told us it was going to be $250 if we lost their $2 bracelet and the second we got to the room my husbands bracelet fell off on it’s own because they put it on incorrectly. Thankfully we found it because I did not want to deal with that situation.
The first night the room was barely cleaned. The bed was made but there was still plates and utensils from room service left. The entire stay I barely had refills for soaps, towels, etc. For 2 days we couldn’t get towels in the room so we had to share 1 towel amongst 4 of us. I tried to use the app to communicate it but it did not always work for the messages to open. The pools did not always have towels so we would have to leave and trek to the next pool in hopes of them having towels.
We came for a birthday and purchased a cake, they forgot to bring out the cake when they came to sing happy birthday and just brought a tiny piece of the restaurants cake. They brought it out after, but the surprise was already ruined.
I decided to get a massage and the person who did my massage seemed to have an issue with one of their hands and one entire side of my body I didn’t feel anything because they had some sort of issue there. It was a massive waste of money and I’m not even sure how it possible to employ someone to give a massage when their hands are not fully functional.
Lastly, the dining situation was awful especially at any buffet. Not only were majority of the staff rude (I imagine because they were overwhelmed and overworked) but if you ask for something you won’t get it. If you like ketchup with eggs, just bring it from home. It felt like pulling teeth just asking for anything. I felt like a huge inconvenience this entire trip. I’ve never in my life had such a bad experience and this was one of the pricier all inclusive resorts there. I will never come back here nor will I recommend it to any of my friends or family.
Thank you to Isaac at the grill for being the only pleasant and friendly staff member!
Ben Gosselin
This place isn't for me. Too big. Anywhere you want to go it's by golf cart. Like a miniature city.
HATED the making reservations for every restaurant. HATED the no dinner buffet (what??) And guess what? If you don't make a reservation by 4pm their system is closed!! Yup, you are getting, I'm not sure, room service?
Rooms are nice and we were shown 2 bedroom suites - mind blowing.
Also no beach here on the other side of Cancun water is murky. Anyways it's for a certain clientele but not for us, no thanks.
Drew Gambicourt
"Jonathan at the Surf Wave Runner at the Grand Moon Palace deserves nothing short of a 5-star rating! He effortlessly combines professionalism with a genuine knack for making the experience enjoyable for everyone, especially the kids. His skill and enthusiasm create an atmosphere of fun and excitement that is truly unforgettable. If you're looking for an exceptional surf instructor who goes the extra mile, Jonathan is the one to choose!"