Juliet Lopez
I stayed at Moon Palace Grand for my daughter’s birthday with family, and unfortunately, the experience was very underwhelming. While the resort looks beautiful at first glance, there are several things that made our stay less than enjoyable.
First, the resort is massive—so large that you have to rely on golf carts to get around, which takes forever. This might sound fun, but it ends up being a major inconvenience, especially with kids. The app is supposed to help you navigate with an interactive map, but it barely works, and everything is done through that app. If you’re not tech-savvy, you’re out of luck because staff aren’t proactive about helping or guiding you.
The food was just okay—nothing special. Most restaurants felt very average, and there wasn’t anything that stood out as exceptional. The water park and pools close ridiculously early, which left us with nothing to do with the kids after a certain time. Only one small pool stays open until 8 PM, and even that felt limiting for a resort of this size and price point.
The beach is dirty and I would not recommend swimming. The water is very murky. Stay elsewhere if you’re looking for nice beach views.
The Wired Lounge, which is meant to be a fun space for kids and teens, was chaotic. There’s no structure or staff enforcing any kind of order, so some kids hog the games for hours while others don’t get a turn.
On top of all that, the entire place feels like a sales pitch. From the moment you arrive to the moment you leave, staff constantly push promotions and offers for a future stay. Even at checkout, when I was in a rush to gather my family and check out, I was being cornered with a pitch to book again. When I declined, the attitude changed quickly—they act like they’re helping, but it’s all about the sale.
All in all, I expected so much more for the cost. There was very little genuine hospitality, too much focus on upselling, and not enough to justify returning. I won’t be coming back.
Yelaine Bartolome Sierra
We had an amazing stay at Moon Palace! Excellent food, pools, room service, and beautiful amenities. Top restaurants: Riviera Maya (thank you Eugenio!) and La Cantina (José was fantastic). Buffets were great—thanks to Erick and Suguedy at breakfast.
We celebrated our kids’ birthday with mariachis at La Cantina—a beautiful surprise! The staff throughout the resort was kind and helpful. Everything felt safe and clean, and excursions were easy to book.
The entire experience in Mexico was unforgettable—so many warm and kind people. We can’t wait to come back!
Only downsides: limited use of resort credits, sales offers, and some beach odor—but nothing that affected our amazing trip.
Overall, highly recommended!
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.
Isaac C
Of the 10 all inclusive resort stays I have personally experienced, this place it #1. Worth every penny of staying here. You live like a king/queen. Service provided is next level. Big enough to stay for a week and still have new stuff to do. A new pool every day!
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.
My Booking
