Kevin Wood
Although it’s all inclusive and right on the beach, hardly anyone went to the beach because the smell was so strong and there was so much seaweed. No one in our large group wanted to go near the water because of the smells. The service was quite good. The only bummer was the cleaning staff threw out a couple of our toiletries by accident, then the hotel staff wouldn’t replace those same toiletries. We also made a few requests for extra blankets and sheets, and they were never fulfilled. The wait staff were all very kind.
The bounce zone at the sunrise hotel was very nice, but they also had a lot of rules and regulations that they were very strict about and it put a little bit of a damper on the kids’ creativity and fun. It’s a very nice facility though.
The bowling alley was also very nice, but it also had a couple broken lanes when we were there.
All in all, it was a very fun and enjoyable place and experience for our family, but there were several different things that might have dissuaded us from booking had we known about them.
Evan Elias
The biggest downside of this whole trip was definitely the food. Honestly, that’s our only major complaint. We didn’t want to leave a review right away, thinking it might’ve just been us — but after asking around, 5 out of 5 people we spoke to felt the same way.
Even the Mexican food, which we had high hopes for, was very bland. No seasoning, no flavor — not even a hint of spice. The Italian food was okay, but nothing special.
Another weird thing was the alcohol. For some reason, no matter what we drank, it just didn’t hit. I’m not even a regular drinker, especially not of hard liquor, and I still couldn’t catch a buzz. We tried different types, but it was just off.
That said, the place itself is great for kids — lots of fun and family-friendly. But if you’re a foodie or even just hoping for decent resort food, this might not be the spot for you.
I’ll say it again
to be fair, it’s a great place for kids — very family-friendly and fun. But considering how much we paid, we honestly didn’t feel like it was worth it. The food and drink quality really brought the whole experience down.
Pablo Sanchez
Disappointed Resident Member Experience at The Grand
As a resident member of Palace Resorts, we recently visited The Grand and left with serious concerns about the direction the resort is heading. Unfortunately, we’ve noticed a steady decline in both quality and service.
The restaurants are no longer what they used to be. Service has become noticeably slow, and staff seem unmotivated and indifferent—even to resident members, which used to be a point of distinction. Several drink options that were previously included have been removed, and the once-impressive meat stations now offer little variety—often just hamburgers and the occasional extra item. It leaves us wondering what might be next to go.
What troubles us most is the feeling that the promises made to us as resident members are no longer being honored. One of the main selling points was that we wouldn’t be hassled with constant sales meetings disguised as “informational sessions.” Yet during this visit, we received daily calls to our room between 7:00 and 7:30 a.m. asking if we would attend—completely disrupting the relaxation that vacations are meant to offer.
We genuinely question whether investing in this membership was the right decision, and we’re not alone in that feeling. We hope more members speak up, and that this feedback reaches the owners. Palace once stood out from the rest—we hope they take action soon to preserve what made them different and start delivering again on the dreams and promises they sold us.
Omar Molina
Our recent stay at Moon Palace Grand Cancun was nothing short of amazing! We traveled as a family group that included my brother, his wife, their 15-year-old daughter, my wife, our 15-year-old niece, and our 91-year-old grandmother who required a wheelchair—and the care and service we received truly went above and beyond.
A special shoutout to three outstanding drivers: Angel Cohuo (Palace Elite), Thomas, and Andres. These gentlemen were incredibly attentive and thoughtful every step of the way. However, Angel Cohuo stood out as a shining star—he was simply over the top in how well he cared for our group’s needs. I honestly see Angel as future management material for Palace Resorts—he embodies everything you’d want in a leader!
Another highlight of our trip was discovering the Karaoke Lounge, which quickly became our nightly tradition. We even reserved the VIP room twice so our teenage nieces could join in before it turned adults-only after 9 PM. Huge thanks to Jesus (Chuy), Ulises, and Sharon—they were fast, attentive, and even joined us for a few songs, making the experience incredibly memorable.
Also, hats off to “Super Mario” the Bell Boy, who made our arrival and departure completely seamless, safe, and fast. With such a big group and mobility needs to manage, this made a huge difference in our experience.
A Few Suggestions:
- We wish there were more teen-friendly options available after 9 PM for the 14–17 age group.
- Our group enjoys Don Julio 70, but by early afternoon, most bars were out and unable to restock until the next day. If it’s part of the all-inclusive offering, we’d expect it to be consistently available.
- The coffee shop wait was quite long (minimum 45 minutes to an hour) at almost any time—maybe an additional coffee location could help ease the lines?
- As Palace members, it felt unnecessary that my brother and I had to do separate presentations. I was very clear that unless there was a compelling reason for me to buy a separate membership, I would continue using his VIP access. In fact, had we done the presentation together, we might have upgraded to Diamonds right then and there.
- Lastly, we’d love to see more breakfast options beyond the buffet—something a bit more flexible or à la carte would be great.
That said, these are minor things compared to the overall experience. We truly love the Palace Resorts, and we’re beyond excited that my brother upgraded from Elite to VIP this trip! We can’t wait to visit Punta Cana Grand once it opens. 🌴
Thank you, Moon Palace Grand, for another unforgettable vacation. Until next time!
S Monique Ward
I want to start by saying I truly had a great time at the Grand Moon Palace — the resort is beautiful, the amenities are excellent, and most of the staff were friendly and accommodating. That said, I feel deeply disappointed by how a very serious issue was handled.
During my stay, a significant amount of money went missing from my room. I had just withdrawn the cash at the airport, and my wallet never left the room once I arrived — there is absolutely no doubt in my mind that the money was stolen from inside my room. I immediately reported the incident and cooperated fully, providing detailed information and giving the resort every opportunity to investigate and resolve the situation fairly.
Unfortunately, after their internal “investigation,” I was told I would not be reimbursed. No explanation was given that accounted for the facts I shared, and I felt my concerns were ultimately dismissed. I intentionally waited until the investigation was complete before leaving this review, hoping they would do the right thing. Sadly, they did not.
While I wish I could recommend this resort without reservation, I can’t in good conscience overlook such a serious lapse in guest security and accountability. If you plan to stay here, I strongly advise using the hotel safe at all times and being cautious with your valuables.
To make matters worse, my son spent most of his time in the pool and developed a terrible full body rash the first day after being in their water, which leads me to believe the pool water was unsanitary. For a resort of this caliber, these experiences are unacceptable and truly disappointing, I expected a lack of accountability completely on their end, I would have preferred my stolen $500 back instead of a reassurance and gaslighting that there was no wrong doing on the part of moon palace staff but they offered me a free massage in my next stay. I will never be back to a place where you can’t trust the staff, the security, or public relations.
My Booking
