Just Fish
Are stay here at The Grand at Moon Palace Cancun was absolutely remarkable.
We went as a family of three last year in October and we enjoyed it very much. The staff here is extremely friendly, but the line to check in can be very long on busy days. I found the food in the restaurants and the main buffet to be very delicious.
The entertainment provided here is absolutely amazing. The water park and pools can be quite crowded at times, but it's still a must-visit. The rooms possess both cleanliness and luxury. Due to the seaweed and large waves, we chose not to go to the beach. Despite the negative aspects, this resort is exceptional and I highly recommend it.
Rosie
This resort is very beautiful. Our room was really nice with an ocean view. The beds are nice and comfortable. Our room had a hot tub in it, which was such a bonus. The room service was amazing. There are a lot of restaurants in this resort, so you will not get sick of the food and the international buffet changes every other day as well. This resort is very private and the beach is private as well, so no randoms will show up.
Sanjib Singh
This review details my recent stay at Moon Palace Cancun (March 2024 for 5 nights). While the resort boasts a beautiful location, my experience fell short of expectations due to several issues that significantly impacted my enjoyment.
Customer Service Concerns:
Lengthy Check-In: The check-in process was frustratingly slow. Despite a short line (only 3 people ahead), it took 1.5 hours. Staff seemed inexperienced and unconcerned about wait times. Requests for a manager were met with indifference, citing a lunch break.
Delayed Room Access: Despite a 3 pm check-in time, my room wasn't available until 6 pm. Repeated inquiries resulted in either being directed back to the already-waited-in line or receiving apathetic responses.
Restaurant Booking Issues: My 5-day stay offered limited restaurant options. Reservations were only possible for the current and next day, making it impossible to secure spots in the coveted "premier" restaurants. The buffet, with its uninspiring menu, became the default option. Even attempting to book at midnight, as suggested by staff, yielded limited availability in the specialty restaurants. The frustration was compounded by observing empty seats in these restaurants despite them being supposedly fully booked. It felt like deliberate reservation limitations, especially considering a $25 no-show fee.
Other Shortcomings:
Limited Drink Options: The cocktail selection was underwhelming, and bartenders offered minimal assistance or suggestions. In comparison, my previous 4-star Cancun stay (at a lower price point) boasted a wider drink variety and attentive staff.
Timeshare Pressure: The constant push for timeshare presentations was intrusive and deceptive. Staff posing as hotel personnel tried to pressure guests into attending under the guise of included packages.
Room Splitting: Guests with joint bookings were separated between different buildings (Nizuc and Sunrise) with no prior communication or attempt to accommodate requests for the same building.
Limited Pool Access: A significant portion of the pool area was reserved for elite members, making poolside seating a challenge unless secured very early in the morning.
Uneven Entertainment: Nightly stage shows delivered mixed experiences. Two out of five nights offered good performances; the remaining three were mediocre.
Power Outage During Checkout: A power cut right before checkout (11:00 AM) left me stranded mid-shower with no running water. Requests to extend checkout time for a proper shower were curtly denied by the receptionist and the Customer Relations Manager. The manager displayed a concerning lack of empathy, even suggesting I post my experience on social media as they "don't care."
Conclusion:
For the price point, my previous 4-star all-inclusive experience in the Hotel Zone provided significantly better customer service. The frustration and inconvenience encountered at Moon Palace, especially considering the premium cost, left me feeling like my experience wasn't valued. Until Moon Palace prioritizes genuine customer care, I cannot recommend them.
Daniel Lu
This resort is beyond 5 stars! It is spectacular both on amenities and service. Specifically if you up your room, you will have it all experience. Externally recommend !!! AAA+++ beyond amazing!
I recommend going there BUT:
Feb timeline, most POOLS were freezing. Hotels of this calibre should know to take care of that.
Extremely annoying sales stuff with the white T-shirts - trying to push memberships. Literally run after you... Let your guest enjoy their stay, rather than get deeper in our wallets.... Alright... One attempt I get it, go for it! By all means... but not letting you enjoy your day and keep pushing more deals can get on your nerves. And wasting your time on the resort with buying into more membership.... enough already. Just be aware to not waste your time on that. Go to one presentation. You like it, take it. So be prepared to run away from those sales people.
The beach in this resort is Minus 550 stars. The brown lake near my house looks nicer. Though I will give this hotel that they had cool and FREE activities in the beach but that is certainly brown not torque water...
Dana Traistaru
This is my second time to this resort and once again I had an amazing experience. The amenities offered, the variety of restaurants and foods, and the excursions 🤩. The location is absolutely beautiful. Lots of iguanas and birds! The staff, are all amazing! It was such a pleasure to meet Lizette when we first arrived, she was able to answer every question I had, gave great recommendations for shopping, and she was just a joy to talk to in general, she is very kind! Adriana was amazing! She helped us acquire a membership. I really enjoyed speaking to her and learning about her Aztec ancestry! If you are a person, like myself, that enjoys learning about the different cultures of the places you travel, please take the time and talk to the staff. I met so many people from all across Mexico and listening to them speak about being Mayan, Aztec, or telling me what cities they are from, was truly enlightening and I am really appreciative of them for sharing a part of their life with me.
If you come to Cancun I highly recommend moon palace. No matter which building you stay, you will have an amazing experience!