Moon Palace The Grand Cancun

We got married at a Palace Resort. We have returned 3x now and become members recently. For this trip, our children's first out of the country, we upgraded to a Presidential Suite. Total, about $14000. We had a leak from the ceiling in our room. My husband informed the staff. We didnt want to switch rooms. We left our room so they could look at it. We checked in the managers before returning. They said it had been cleaned and fixed and we could return. Upon entering the room, I slipped and fell because it was, in fact, not fixed. I had medical come who sent me to the hospital. Now I have a torn tendon, the rest of vacation spent in a wheelchair and over a month off of work when returning home, with possible surgery. And the best they wanted to do? $100 credit to use in the resort and a free night. For a ruined vacation that is there fault. Spend your money somewhere else. Read less

Anther great experience at the Grand! The workers are the best, and I hope the company will keep them all and treat them like they treat us! A few workers to mention as they always go over the top to help us have a fabulous vacation. Luggage when arriving and leaven - Maximo - a really big help. Martha - Meeting arrangement - Very nice and pleasant lady. Caribeno Restaurant - We eat breakfast there everyday for three weeks and we love it there. the following are all awesome and we can't wait to see them July 2025. Jesus - Manager Carlos and Esmeralda the greeters are amazing Luis Hector Diaz - He is #1! Arturo - very awesome Manuel - Manny my man! Erika Wendy Dulce Night Time Dinner at Caribeano Jackeline Jade Restaurant Amelia Joni Beach Club Kendy Tavola Restaurant Boss - Ernesto Christian Nataly - Server Chef Veronica - She is great at the French Restaurant to. She came out for a picture with my family! La Cantina Restaurant Tomas Damian The Grill Restaurant Guillerimo Rene Cart Drivers Edgar Mora - #1 Saul Saints - #1 Ethbert Thomas the Train Hugo Damian Cusco Pool Felipe - He has been serving us for years. Wonderful person! I hope the Grand keeps these employees. See you in July! Read less

There are so many good things to say! Our Concierge, Enrique Frias was really responsive, so easy to work with. Our Account Manager, Paty de Lu Torre is a superb support; it is always a pleasure to see her and get her assistance - never a disappointment - always a joy! Gabriel Piza, our pool manager at the Unique Day Club is so customer focused as are Annabel and Loida they are always a pleasure - none better!!! It is obvious that they enjoy their work! The team of pool concierges are wonderful! Alejandro and his team at the Mangalar restaurant made our breakfasts fun and there is no one better to make our eggs and omlettes than Elsy! We always look forward to seeing them. For massages, the best ladies are Malena Solis and Daniella Penagos in the Grand Spa! Read less

Visited this place the first week of January 2025. I was actually here when it was first built in 2017 and was excited to come back again. I been to many resort places in Cancun and this hotel chain in particular is a stand out due to their level of services and how big it is. I went with my brother’s family, with my three nieces and my parents. If you have kids, they will have an amazing time. I didn’t read any reviews before coming as I left it for my sister in law to plan the activities for the girls. One tip is to download their App, you will see the restaurants and different activities for the entire week. For example: the foam party for kids in the beach, the water bouncy obstacle course by the Caribeno pool, Micheal Jackson show, light show in the Grand theatre, Magic show etc. You can only make reservations through their App, and only two days in advance. If you really want a time and place, the reservation opens up at 7am. If you do not show up for your rsv they will charge you $25 for no show, just FYI. We ate at most restaurants at the Grand and they are all good. If you like oysters, Cusco and Le Chateau have them. Le Chateau is adult only so keep in mind if you have kids. If you like rack of lamb, Casa Mia has it, 2 lamb chops per order so you can order a couple of the same meal. Cusco has a great Peru menu in the evening such as grilled octopus. Caribeno has amazing entertainment on Friday and Monday night, dancers come out and it’s like a Las Vegas show with your meal, could be loud for younger children. If you like to drink, make sure to visit their speak easy bar downstairs where you see the library bookcase, there’s a hidden door. My nieces enjoy the flo rider, lazy river and all the kids activities area, such as games room, bumper cars, mirror maze etc. reminder to pack a pair of sneakers if you want to borrow their bikes and the kids do the climbing course. We borrow the bikes and went to their other properties, it was so nice as the pathways is along the beach. They have a massive bouncy castle by the 24/7 cafe and you will need socks and long sleeves shirt for your kids. It was so fun in there as well. The games area in the lobby close at 11pm and the games area in the kids water park close at 10pm. I was having so much fun playing Pac-Man and Galaga when my nieces was in the kids play area. I did visit the adult pool, it was nice and quiet. There’s live entertainment when I was there and they serve lunch if you do not wish to go to the restaurants. When you check in and it’s early for your room, head to their coffee pastry area on one end of the lobby, you can grab a sandwich, ice cream, crepes, chocolates and desserts. On the other end of the lobby, you will see the Grand buffet, great to grab breakfast or lunch on your first day. I would recommend you going to Cucso or Caribeno once you have established the resort as these restaurants are less crowded and selections seem to be better. For breakfast it’s buffet cattle and there’s omelette already been done pancakes station. For lunch, Caribeno is a la crate with fresh oysters and grilled fish, could be a nice change from the buffet. Cusco is buffet lunch but also have personalized stirfry options if you are Asian, you would love this and if you want shrimp or squid with your stir fry, just grab it from the seafood area. They also can grilled you fresh fish here, just ask the chef by the seafood station. We book a dinner at Momo in the Sunrise resort, it’s a Japanese style Teppanyki, make sure to give yourself 30mins to get there. You would need to grab a bus from the grand lobby, get on the lobby to lobby bus and get off at Sunrise, it’s worth a visit and they make your dinner entertaining. There’s hammock and sun chairs on the beach. There’s also fresh coconut drinks by Joe’s deck from 12-3pm…fun for the kids. If you are on a healthy diet, there’s a food area by the spa area at the lower level of the lobby. They make fresh fruit smoothies and healthy snacks and sandwiches. The pool has lots of chairs so don’t worry about getting up early and there’s always someone coming to ask for drinks and there’s snack/lunch menu. It’s always nice to tip couple dollars, they work hard and always happy to make our vacation memorable. The room was clean daily and there’s water, pop, liquor and beer but we never really drink it lol. There’s also a bottle of red wine for you to enjoy. If you have kids, ask for building 74 as it’s across from the water park for your kids. Thanks for reading and remember to book your 2hr bicycle at least once here and enjoy the beautiful landscape. Read less

We are staying on the first floor at The Grand moon palace. When we arrived, the Jacuzzi was full of sewer water. Our luggage was also apparently lost which we only discovered after going back to the lobby twice and trying to find it when it wasn’t delivered for hours after our arrival. While we were out, they came and cleaned out the Jacuzzi and offered us to massages. Today it rained hard and when we walked into our room the whole bottom part (below the steps) completely flooded and bathtub full of sewer water. We called maintenance twice and no one came for hours. They can’t switch our room because it’s a full hotel. Our room was cleaned while we were at dinner but stinks of sewer and old water. Mold on walls above beds. The activities and pools are nice. The staff is friendly and warm, but the rooms and maintenance are unacceptable and do not allow you to enjoy even the room you’re paying for I would seriously think about staying here until they get this addressed. Read less