Dr. Ravi B
A GRAND Family Vacation at Moon Palace The Grand!
We just returned from an incredible all-inclusive stay at Moon Palace The Grand in Cancun, and it was truly a phenomenal experience—especially with the Fanstatic Suite! The sheer amount of luxury and space in the suite was a wonderful feature and made our trip feel like a fantastic value and price for a full-resort vacation.
The new property is stunning. The new facilities are top-notch, and the entire resort, from the gorgeous lobbies to the pool decks, is well maintained.
For a family vacation, you absolutely cannot beat this resort in Cancun. The waterparks and kids play areas are all in perfect condition, providing endless fun. The food options are plentiful and delicious—we loved trying all the different specialty restaurants. The light, fire, magic, and dance shows were spectacular! Also, definitely treat yourself to the spa services; the Awe Spa is world-class.
The staff is uniformly happy and friendly, making us feel welcome at every turn. Given the resort's size, the internal transportation is key, and the golf carts taking us around were timely and efficient—we never had to wait long!
A quick note: like many resorts, they may invite you to participate in a 90-minute marketing presentation for their resort membership. If you're not ready to invest in future vacations today, just politely say no—they respect your decision, and it doesn't diminish the rest of your amazing stay.
We had a great time and highly recommend the new rooms and the full resort experience. This is the best place to attend with family! We plan to go back.
Pardis Parsapoor
We had a wonderful experience at Moon Palace The Grand.
Everything was perfect! Despite being a large and busy hotel, everything was very organized, and the staff were amazing and welcoming. I only remember a few names, but we truly had great experiences with most of the staff.
We had a lovely experience with Viridiana at the playroom — she went above and beyond to make my son happy.
Lilia at the playroom was also very kind and welcoming.
Hageo at Tavola was wonderful; we received excellent service from him, which made us want to go back there every day.
Overall, it was a fantastic vacation, and we will definitely return!
Steph
Would have been 5 stars, but I deducted one for the “membership” sales pitch. They invite you to what they say isn’t a timeshare — just a 90-minute presentation that’s supposedly different. We decided to sit through it to see what it was about.
At the end, Alberto Avila Moreno tried to sell us a $299 coupon that supposedly gives 60% off a future stay. He only showed a screenshot and said we could get a refund if we changed our mind. When I asked to see the fine print, he said I’d get it after paying and not to worry because “there are cameras everywhere.” We trusted that and bought two.
The next day we decided to get a refund, but he completely denied saying it was refundable. The email that came later clearly stated non-refundable — the exact opposite of what was promised. My fault for not insisting to see the terms first, but be warned: that $299 coupon is non-refundable, and you won’t see the fine print until after you pay.
Aside from that one bad experience, everything else about The Grand at Moon Palace Cancún is absolutely amazing. The resort is gorgeous, spotless, and full of things to do. The staff is outstanding — warm, professional, and always eager to help. The food at most restaurants is excellent with great variety, the pools are beautiful, and the rooms are luxurious and well-kept.
In short, this resort is five-star all the way — just skip the “membership” presentation and the 60% off coupon they try to sell at the end.
Nhung Tran
Overall Moon Palace Grand, Sunrise or Nizuc all are very good.
Everything was excellent and I would have given 5/5 if it wasn't because of the one bad encounter with Vicente in the Sunrise when trying to book the spa.
On the good note. We would like to thanks Jorge Pope, Katherine, André, Alex and Lenon at the Grand Bounce Zone. They are all amazing. Very friendly. They seem to love kids. I see parents are sitting and on their phone but the staff where plying with the kids. They seem to love their job and the kids. Special thanks to Pope. Not just the staff from Bounce Zone but all the staff from the small Playroom in Nizuc are fantastic. My 6 yr old daughter favorite place. She said that's her favorite playroom because of the staff. They play games, face paint and do craft with her and the other kids. Love the little nap area at the Nizuc Playroom. My daughter was playing and her little brother is napping see picture. This place think of everything for kids. Its a paradise for kids. Can't wait till there Moon Palace Punta Cana open up. [Was at their Moon Palace Ocho Rios, terrible experience. It should not be part of the Palace family. ]
I had a facial but it was OK. However, I really enjoyed the massage by Lilia at the golf course spa.
Lastly, I would like to mention Luis Castañeda (driver from Sunrise-Spa). I told him I was late for the spa and he made every effort to get me there on time. Much appreciated. We had a little chat and I asked him if the staff are treated well because staff seem happy all the time. This is a good sign that staff are well taken care of. He talk very highly of the CEO/boss. Im very happy to hear this.
Nishant Patel
Amazing all inclusive stay. It was our first time and everything was just perfect. All the employees were so friendly and accommodating. I’m seeing these one and two star reviews. I guarantee they are the same people that treat employees like crap in their home country. The moon palace has workers that are doing and delivering their best. I can tell all the people who are leaving bad reviews are just over privileged and lack common decency.
My Booking
