Jeong Eun Joo
This is my first time ever writing a Google review in my life — that’s how serious this is. And this is just how I feel on the first night of our vacation.
I’m being completely honest — if you’re reading this review to decide where to book your next vacation, do not choose this hotel.
It’s ridiculously overpriced for what you get. The facilities are outdated, the service is poor, and the whole place feels like a chaotic market. This is absolutely not a 5-star resort. You can hear showers and conversations from rooms above, below, and next to you. The air conditioning is extremely loud.
Those pictures of the kids’ club and water park? Completely misleading. They may look big and amazing online, but in reality, they’re small, crowded, and underwhelming. The kids’ club area is chaotic and unsanitary — it feels more like abandonment than supervision. Do not leave your children there.
The room amenities are low-quality, and many basics weren’t even provided. Our toilet was old, rusty, wobbly, and had a bad smell. There were bugs in the bathroom. The bedding smelled sour — I had to ask for new bed sheets and pillow covers just to sleep.
There are so many areas of the property that look completely neglected and poorly maintained. Even the landscaping looks unkempt and uncared for.
If you’re hoping to enjoy a relaxing beach vacation, this resort is definitely not the place. The ocean is brown and completely covered in seaweed. It looks nothing like the beautiful, clear water shown in the promotional photos. Don’t be fooled.
To the resort: please stop replying to reviews with empty, copy-paste apologies. It’s clear you’re not sincere.
Let me give you one example of how bad the service is — I needed hair conditioner, so I called housekeeping. Two hours later, still nothing. At night, no matter where you call, one person answers everything and always says, “I’m on my way, I’ll prioritize your request, sorry…” and then nothing happens.
I’ve stayed at many places in my life, and I’ve never experienced a resort this disappointing — and again, this is only day one.
Amal Mohumed
We brought our two daughters to The Grand to celebrate their birthdays — one early birthday, one a little late — hoping to make some special family memories. Sadly, the experience didn’t live up to our expectations.
We’ve stayed at other all-inclusive resorts in Cancun before and always felt taken care of, but the service here was disappointing. We had booked a birthday dinner at Circus restaurant, thinking it would be a fun, memorable night for the girls. All the other tables had staff attend to them and sign happy birthday while we didn't receive that. Our girls were excited every time they saw the staff attend to someone else's table and couldn't understand why no one came over to ours.
Later in the evening, all the birthday kids were invited up on stage with individual cakes. Our girls received one cake to share and were confused as to why they had to share. Although a second cake was eventually brought out, it felt more like an afterthought than a thoughtful gesture. It was uncomfortable and not at all the special moment we’d hoped for.
To make things worse, our room wasn’t very clean. The pillowcases were stained, dirty, and we had to ask more than once for them to be changed. Even the bathroom mirror hadn’t been cleaned when we arrived up to the day we left.
We really wanted this trip to be something magical for our girls, but unfortunately, it just didn’t feel that way and the hotel didn't do anything to fix the problem.
Jessica Poulin
This place was amazing, me and my family were astonished by the service and by so many choices and activities to do. We loved the grand buffet and the room service was super quick. Staff was also a favorite part for us. We had the honor of meeting a young gentleman by the name of Angel C. He was very helpful with giving us tips and telling us which restaurants were ppls favorites! We signed up for our next vacation at the moon palace Jamaica! We look forward to coming back!
Les. Rae
Let me start by stating that a day pass to this establishment costs a pretty penny. From my own personal experience the service is better at sunrise, drinks come fast & so does the food. Prices per room are also way less than the grand.
The grand is definitely understaffed & needs some work in that area. Water park is nice & suitable for smaller & older kids.
Erica Ramos
The resort has a lot to offer. Great for families and younger kids. Maybe not so much for older kids. The water park and kids club pictures and ads can be misleading so beware.
Lots of options for food. I was so surprised that the food in most places was actually good. That is the one thing that really made my stay worthwhile.
The lack of maintenance throughout the property was a big disappointment. Dirt pools. I was surprised to find out our resort was not that old by the conditions of the common areas and room. I thought it was much older due to its state.
Extras you buy like at their convenience store are super expensive. $120 for sunglasses you can get at a Walgreens. And good luck trying to use your resort credit. Most things are not included or limited.
It’s a 50/50 for me. Definitely not luxury, it’s pricey.
My Booking
