Lisa Worthey
Our family of 4 adults and two kids went the first week of March 2026 staying at the Grand. We had a connecting room. The ride from the airport was less than 10 minutes. We felt very safe despite what happened in PV. All the staff were friendly, and hard working. The resort is clean, the food was great. It was an amazing trip. We also went this past October and we'll be back!
nilu patel
Writing this while currently in resort. Good thing is golf carts, service at the pool side. Everything else is worst, avoid this place as much as possible.
Rooms are not great, pretty old property. Yesterday there was water break in the room, they change the room and reprogrammed our keys for new room. After reaching to room our keys not working. They took 35 mins to send someone who again struggle to open initially. After multiple calls by him to office he was finally open it. The staff who was here didn’t know English so against communication was challenge . The staff who was picking phone hangs in two mins, transfer call to front desk, no one there to pick. Chatted in the app for no help. They said manager will call back but no one actually did. Note front desk is not near you have to go lobby by golf cart. Overall still unsure about not being locked out.
Good cart staff good. House keeping is very good. Front desk is very unwelcoming. Most of staff not able to speak English so you had to use phone to translate.
Food is below average (vegetarian options). Room credit is not useful anywhere. Give you an example spa only use 50 while without credit you get 40% discount which better. Overall credit is a trap. They can infect give you any amount as credit but you can’t use it.
I am not going to stay in palace properties any where. Take your decision informed.
Update: It got worse asking question at front desk led to scare. Went to public relation team already. While lock works great today evening thank god. Not much help.
Roman V
While staying at Moon Palace Sunrise Cancun from June 5 till June 9, money were stolen from a safe. They did it skillfully: only portion of $ were taken and so, all looked good on a surface when inspected content placed in the safe.
Day after arriving at another resort and when $ were needed for a purchase, I found out about what was stolen. So, I notified MPS customer service and now awaiting for their findings. However, based on there response to my email it looks grim to me: they are asking me questions that were actually addressed in my initial email and discussed verbally over the phone. So, be careful, guys. Thieves operate at that place (((
Update: as I suspected earlier they are not interested in investigation. Since I don't know the exect date and TIME ??? of theft, they "can not do anything about it." 3 days are in question here. Electronic entrance record to the room is at their disposal. Safe opening/closing log is easily accessible for them as well. So, there would be 3 housekeeping personal in question at most. Yet, "there is nothing we can do." Meaning, MPS gives no rat's behind about their visitors ordeals. Unless you catch a thief yourself and bring him/her to their security desc. And that is not a fact (((
Monica
I went for a music festival and this resort is massive! The property is well maintained (although mowing the lawn at 7am on a Saturday AM wasn't so great) due to the noise.
The staff was super friendly and always very helpful. I'm gluten free and this was one of the first all inclusives I could really eat at! You check in and can give them any allergies and has on your account when you go to the restaurant and they actually take seriously. They would make me GF pancakes for breakfast and other items to take into account being GF. I just wish more items on the buffets would be labeled, but they do have a GF toaster and bread which was great! First vacation I've had in 10 years of being GF, and I didn't leave hungry!
The app is really great and helpful, super easy to request any service for the room or reservations.
Only two issues we had was more so for the festival where they had so many diamond seats blocked off by the pool with the stage, and no one was there all day, and a lot of us for the festival didn't have places to sit. Other issue was at Momo, I ordered the Waygu, which was totally worth it, but they gave me a hard time about not having a card connected to my reservation even though I provided once I checked in, so not sure why they didn't have!
Pools were massive but could use some TLC, a lot of sharp and missing tiles.
Would definitely consider coming back to a palace property again, this one was maybe a little too big for us almost in a non- music festival setting.
Christian O
Moon palace was awesome. The rooms are large and cleanly. House keeping cleans during the day, if you come back and shower before dinner or whatever you have planned, they also come by and replace the towels you used mid day. Room service is always available. Plenty of restaurants to choose from and the service at each one is amazing.
This is the only place ive been where the staff will go out of their way to assist you in whatever you need
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