Shing Lee
This resort was not my vibe at all. It was too crowded and it didn’t allow me to really relax and enjoy the luxury of quietness. I know I should have done more extensive research on the property and I take accountability for that. Moving forward I felt out of place at times and some of the staff members did not make my party and I feel welcome. I placed an order for roses on my birthday through the app, I didn’t receive them. I was told I didn’t confirm via text when I confirmed via email , which is where the message was sent. I tried to resolve the issue and the correspondent simply stopped communicating with me. When it was time to get into the jacuzzi it did not work but I must say when the issue was reported, a technician was sent within the next hour and he fixed the problem, kudos to him.
The restaurants that I visited were okay, the food was better than most resort food I’ve tasted and there was a good variety of different things. The room service food was not good at all, just to put that out there.
The club was awful. The music was not diverse, it made me time travel back to jersey shore in 2009. There were a bunch of teens and fist pumping. I was disappointed.
The pools were crowded most of the day and one day my party and I went to enjoy the pool and everyone who were in that particular pool got out and left, that made us very uneasy but we brushed it off.
The suite we lodged in was nice and spacious, it was fairly close to the main lobby; therefore I’d say it was a convenient location. We didn’t do any shopping inside the resort so I can’t touch on that .
When walking through the corridors have a stiff shoulder because people do not move or let you pass you will definitely be run over. The reservation process was a headache because everything booked up so quickly.
And last but not least the transportation from the airport to the resort the the resort provided that was shared was an awful experience. We were constantly ignored by the representatives and at one point one of the workers fanned my husband off like he was not even a human being simply for trying to ask if his bus was fully occupied.
I personally had higher expectations for my trip and the resort but I would just say it was okay. I would not visit again because of my experience but I would encourage people to see for themselves .
Jessica Tamaiev
I stayed here for 5 nights and instead of feeling excited about being in Mexico it was a rather stressful stay. Starting from check-in, the line was so long after an exhausting flight. Once we reached the counter the guy was so rude (I believe his name was Eduardo and he wore glasses). Also, they told us it was going to be $250 if we lost their $2 bracelet and the second we got to the room my husbands bracelet fell off on it’s own because they put it on incorrectly. Thankfully we found it because I did not want to deal with that situation.
The first night the room was barely cleaned. The bed was made but there was still plates and utensils from room service left. The entire stay I barely had refills for soaps, towels, etc. For 2 days we couldn’t get towels in the room so we had to share 1 towel amongst 4 of us. I tried to use the app to communicate it but it did not always work for the messages to open. The pools did not always have towels so we would have to leave and trek to the next pool in hopes of them having towels.
We came for a birthday and purchased a cake, they forgot to bring out the cake when they came to sing happy birthday and just brought a tiny piece of the restaurants cake. They brought it out after, but the surprise was already ruined.
I decided to get a massage and the person who did my massage seemed to have an issue with one of their hands and one entire side of my body I didn’t feel anything because they had some sort of issue there. It was a massive waste of money and I’m not even sure how it possible to employ someone to give a massage when their hands are not fully functional.
Lastly, the dining situation was awful especially at any buffet. Not only were majority of the staff rude (I imagine because they were overwhelmed and overworked) but if you ask for something you won’t get it. If you like ketchup with eggs, just bring it from home. It felt like pulling teeth just asking for anything. I felt like a huge inconvenience this entire trip. I’ve never in my life had such a bad experience and this was one of the pricier all inclusive resorts there. I will never come back here nor will I recommend it to any of my friends or family.
Thank you to Isaac at the grill for being the only pleasant and friendly staff member!
Ben Gosselin
This place isn't for me. Too big. Anywhere you want to go it's by golf cart. Like a miniature city.
HATED the making reservations for every restaurant. HATED the no dinner buffet (what??) And guess what? If you don't make a reservation by 4pm their system is closed!! Yup, you are getting, I'm not sure, room service?
Rooms are nice and we were shown 2 bedroom suites - mind blowing.
Also no beach here on the other side of Cancun water is murky. Anyways it's for a certain clientele but not for us, no thanks.
Veronica Rodriguez
Where do I start! The resort itself was beautiful and was highly recommended by diamond member friends so we decided to give it a shot for spring break. Unless you were a diamond or resident at Moon Palace at Grand you were out of luck! There were never any pool chairs available and guest were reserving chairs for groups of 20. Restaurants were hard to get a reservation and if you wanted one it was at 9:00 pm, no thank you! When we finally went to restaurants with no reservations required we waited almost two hours. Sometimes after 4:00 the transportation carts wouldn’t show up for over 20 minutes. The beds are small so don’t think your getting a king or even a queen its a full size! The room could have been better for this resort. We wanted to do bowling and nope fully reserved for next two days. I paid to be here so we deserved to do everything and couldn’t. Very upsetting! I can go on and on but will stop and say this was my family vacation with husband and kids and we were so looking forward to a relaxing vacation but instead felt stressed and it should never have felt this way but learned my lesson never to book for spring break again.
On a positive note the food was great! The spa was truly amazing and best I’ve been to.
Madhulika Bala
The rooms are big ( we found the jacuzzi in the bedroom a complete waste of space for a family with kids) , the resort massive and the operations as per expectations . We went during spring break hence the resort was at its high capacity and encountered hours long wait at the restaurants, and room service. The food was ok , limited options . It’s a good place if you going in a group of friends or family where you just intend to spend time with each other and not really are interested in checking out the local place . children have many options for their entertainment across all ages. The evening entertainment is also good . There is hardly any beach and is covered with sargassum. Hence it’s best to be inside the resort , and the pools are lovely. You may want to attend the time share sales pitch which will eat up a few hours of your day , but will get access to the Grand Palace with its water park and better quality food. I think it was worth it! But the resort credit not so much , with its 16% tax you end up paying same amount of dollars as you would have otherwise spent back in the US. So it’s a mere feel good factor. On the other hand the spa has dedicated workers and you will enjoy their various services if you choose to do so. The weather was warm and sunny, which was great.
My Booking
