Moon Palace The Grand Cancun

The rooms are fine yet somewhat unclean. The staff was not very great. There were tables trying to advertise more things to do in the all inclusive hotel. The food was terrible and gave my brother a stomach bug which lasted for about a week. Right outside of my room was the smell of sewers and lots of coatis. I would recommend Xcaret all inclusive which is much better. Read less

I have visited Palace Resorts at least 6-8 times in the last 4 years. I have always had some customer service issues tainting my experience but this last time was the worst. My trip coincided with the arrival of Hurricane Beryl. After calling reservations at least 10 times to try to reschedule without incurring extra charges, and being told that the hurricane was not going to impact the hotel, we had no other choice but to travel to the resort (even though airlines were actually offering full flexibility) Not to my surprise, upon our arrival we immediately noticed the hotel was actually impacted, large numbers of personnel were impacted and could not make it to work. Furthermore, several facilities and amenities were closed because the hotel was indeed preparing for direct impact. For a hotel that claims to be 6 star, this is far from it. The total disregard for customers and even employees are a very sad indication of the actual values of the company culture. I will never come back! Attaching some pictures of the “6 star” faculties that I am sure they avoid to show when they are trying insistently to buy a membership, and which show once again that dollar almighty is the only thing they care about. Read less

We stayed at LeBlanc last summer (which is amazing and highly recommend), and at checkout we’re sold a return certificate at special rates for $299. We figured we’d come back the following summer and bring the kids. We loved LeBlanc and had heard good things about The Grand so it made sense. Because The Grand only offered one way transportation, we ended up booking round trip private transportation through Amstar. Check-In: A nightmare. 0 stars. We had 4 young kids with us between our family and the family we’d traveled with. We’d been up early, traveling, flying etc. When we got to The Grand, I was shocked at how long we had to wait to simply check in. At least an hour standing in line with no information. When we got to the front and finally saw an agent, we were told that I request for a specific building was not granted and that I request to be next to our friends that we travel with, was not granted, even though we had requested that over two months in advance, they acted like they did us a huge favor when they were able to find us rooms in the same building, even though they were a good five minute walk apart. We also had sent our husbands to sit down with our kids and they got us a margarita at the bar while we waited. The front agent then questioned why we had that drink because that was not a welcome drink. We were then given our bands and literally zero information. We started walking to our rooms and this is when I lost my mind because no one had explained to us that there were golf carts that would take you everywhere. We saw sings for an 8 min walk in the hot sun with our small kids. They didn’t explain to us that we needed to give our luggage tags to the bellboys so we ended up getting to our rooms and then having to go back to the lobby. This could’ve simply been mitigated with some information, “take a cart to your room.” Rooms: The rooms were very spacious and clean. Something I did not understand is why if this is a family resort a good portion of the living space is taken it up by a large tub. Also, some of the steps and corners seemed dangerous with little kids. However, our room was a good temperature, clean, and definitely met our expectations. Food/Dining: Overall, this is what I expected, and fairly comparable to other all-inclusive hotels we stayed at in Mexico. Definitely getting a reservation is a little bit more competitive than other hotels but if you are aware of that, then you can definitely get into restaurants by night three of your stay, our favorite was the hibachi restaurant, Momo, at Sunrise. Our kids and us also thought the circus restaurant at The Grand was very entertaining and had a lot of cool touches. Cleanliness/Activities: Something that was really shocking to us is how poorly the resort was maintained and the just the overall cleanliness of the resort. We saw coconut drinks sitting outside the buildings that were there for at least four days before someone picked them up. The hallways were filthy. This was shocking only because we saw all the staff working constantly and working hard. I’m not sure where the ball was dropped on basic cleaning of common areas. I’d read before I came here that you could see the wear and tear on the buildings and the infrastructure. It’s very visible. Activities: The activities for the kids was great! There is so much for them to do and the kids club was AMAZING. Five stars for sure. Ropes course, indoor mini golf, bumper cars, games, etc. They had face painting most evenings, glitter tattoos, etc. The water park is huge and the kids loved it. There is also a huge variety of pools for everyone. Beach Palace: We opted to take a day trip to Beach Palace because we wanted to enjoy the beach. The beach at the Grand is really not usable. We had 8 in our group and took a private van there. It was about $88 each way and about 25 minutes away. You can get an Uber for less but that was worth it to us. The beach is beautiful there. We ate lunch at the rooftop bar and pool which had a great view and vibe. Make sure you reserve this in your app a few days before so you have a spot at their beach. Overall: Once we figured out the golf carts, I was impressed by their frequency and ease of use around the massive property. The staff was very hard working and friendly. They are the best part of the resort. The resort credits are a joke and can barely be used. We had $750 and only used around $80 get my daughters’ hair braided. There are so many limitations and restrictions. The lady at checkout even confirmed, they are basically just to buy things in the gift shop. Honestly, they hustle hard in their suits to get people to sign up for those time shares and memberships. I know they typically aren’t worth it and was it and was not going to waste 3 hours of my vacation listening to a pressure pitch. If you know you can say no and have extra time, the perks may be worth it. I’d be happy to answer any questions about our experience. I don’t think we’ll be back unless some improvements are made to infrastructure. There are so many other great resorts in Cancun for this price point. Read less