Moon Palace The Grand Cancun

Halbibi is where food flavour is at. Waitress Carolina and waiter Israel were on point with food recommendations and service. Friendly, respectful and Carolina made jokes too! Carolina recommended the family style dinner where she selected the food for us. Appetizers were a salad, pita with hummus with roasted chickpeas (excellent) and another silky smooth dip w cream cheese in it, a cheesy bread with egg yolk mixed when serving. We really enjoyed the fried rice with chicken, beef short rib and the shrimp dish - we ordered a second serving of each. The desserts Napoleon baklava, chocolate molten lava and this cheese pastry that takes 20min to bake is sweetened with rose flavour & ice cream were delicious. Ordered a second round of the first 2 dessert items. Definitely try the Arak - it is 55% alcohol but diluted w water and served over ice. It is a black licorice flavour with a titch of sweetness. We timed it to have dinner with the Belly Dancing show. For how good the food and service was, I am surprised it’s not a full house! Felt like it was a hidden gem. {We have had dinner at Jade Japanese, La Cantina Mexican, Circus (excellent for children w circus entertainment), Tavalo Italian. I have found most food items bland in flavour but not Halbibi} Read less

Our family of four (2 adults and 2 teens) stayed for 6 nights at Moon Palace The Grand and booked two separate rooms. It's a very large property and they have no options for booking connecting rooms in advance other than spending several thousand dollars more for that convenience. Although we had confirmed our rooms would at least be in the same building in advance, when we arrived we learned that one of the rooms had been moved to a completely different building far away across the property. The only option for our family to be close together was to spend thousands more to upgrade to a family suite, which was essentially the same rooms we had booked but just connecting and in the same building. We felt like we had no other option but to pay extra. We were eventually offered a $500 credit to put against our upgrade fee if we agreed to attend a sales meeting to learn about Palace membership. We reluctantly agreed to attend the meeting because it would help with the extra expense, though we are not currently able to afford any memberships as our house had recently been damaged in a flood and we are in some debt as a result. During the sales meeting the next day we explained our debt/flood situation to the sales associates and let them know that as a result we could not afford a membership right now, but could potentially look at something in the future. We dealt with a few different sales people that continually pressured us into accepting a membership we could not afford. For two hours we declined the offers and continued to explain our situation. The last sales associate we spoke to was incredibly rude and aggressive, making us feel guilty for accepting the meeting but then not buying a membership, despite the fact that we could not afford any of the expensive memberships being offered and that we'd only accepted the meeting to reduce our already expensive upgrade fee we felt pressured into agreeing to in the first place. We finally got out of the meeting but it was a stressful experience that totally ruined the first day for us and left a bad taste for the rest of the trip. We used some of the $500 meeting credit on services at the hotel, though had a few hundred left at check out. We were told at check out that the remaining amount would be credited to our credit card. However, we have still not received a credit. We've called several times and told to email an address that does not respond. We assume at this point we will not get those few hundred credited back that they still owe us. The food is pretty good and rooms are nice, but many of the shared spaces and especially the pools seem to not be maintained well and need some serious upgrading. The beach here is not nice at all and water is murky, there are much better beaches in the Cancun area one can stay at for significantly less money. We spent about 1/3 as much $$ staying on the North Beach of Isla Mujeres and had a much better experience on one of the top beaches in the world. Overall, Moon Palace The Grand was a nice property with some good food options, but beaches and pools are subpar and the hotel is not worth the hefty price tag and dealing with rude sales people. I think we probably would have been open to a membership in the future if we had a better experience were not treated so badly by the sales people and staff, along with the refund still owed us we'll likely never see at this point. Read less

We are a family of 4 travelling with another family having just returned from Moon Palace The Grand Cancun and can say this is the worst holiday we have experienced to date despite travelling abroad multiple times a year staying at 5* hotels & resorts. The 10 day nightmare started within 24hours of arriving at the Hotel. I wish I had read the bad reviews on this resort as we pretty much experienced all of them! 1. Within 24hrs we were invited by Guest Relations to get a tour of the Resort and book any excursions. We were 'strongly encouraged' to do the presentation to sign up to their membership with the false statement that we would receive resort credits that could be used towards an excursion we had booked the next day. Having done the presentation, it later became known that not all of the resort credits on offer could be utilised towards our excursion. The sales rep Jesus lied to us and then continued to lie when we confronted him about it and further lied to his management when we raised the incorrect information provided. We were passed from team to team and were made to repeat ourselves multiple times, the Guest Relations manager Fernanda told us she would be back in a few mins but never returned! We were dumped at Public Relations to explain the situation again. We asked to speak with the Hotel Manager only to be told that Public Relations represent Hotel Management and that the Hotel Manager Carolina was 'busy' and the only time she would see us is at 9pm after having wasted 4hours already. The good will gesture offered was no where near the amount of resort credits we were told we could use and we were made to sign an 'internal document' that protects the hotel but not the customer. 2. We booked snorkelling and tried to add a passenger only but were told no spaces were available on the boat, only to find out when we arrived that there were spaces for a passenger only. When speaking with the MVP person, she tried to charge us the full fee of $75 (inc snorkelling) even though the brochure states $38 for a passenger. She questioned where I obtained this info and I told her to check the brochure the hotel had sent me, its in writing! After 30mins of arguing, she applied the right rate and we finally started with our activity. 3. My sleep was then interrupted but a leaking ceiling from the room above. We raised this with the hotel and were told to vacate our room and that another room would be available at 3pm when we had a spa experience booked. Later, Maintenance barged into our room without knocking and my son who although is 17 is still a minor was in the room. Maintenance said they were expecting the room to be vacant even though we had no room to go to! After demanding for a manager once again, Angela from Public Relations came to our room and was able to locate another room to move to. But again, hours of our day were wasted and stressful. 4. We were offered compensation once again in the form of a bill adjustment which wouldn't even cover a nights stay and a massage. Having booked my massage with vacation planners, I was told that this needs to be cancelled so that Public Relations could book it as its compensation. But here is the irony, even though Isaac at Vacation Planners spoke with Karla at Public Relations in my presence, she somehow managed to book my massage at a sister resort 30mins away! I was only made aware of this when I turned up at the Spa on our last day! Further ruining our holiday. We once again asked to speak with the hotel manager who made himself available to meet with us at 7pm, but low behold, Eber the manager was late! He initially offered us a certificate to return to Moon Palace! Does it look like we want to return! After which he offered us yet another adjustment to our bill which again was an extremely low amount! I told him to apply the adjustment but this was not over and I walked off. 5. Our last night was further ruined after 4 families decided to get aggressive in the middle of a family show at the Grand Theatre after I had asked them to switch places with us so they can sit with their 8 children who were constantly walking past us making it impossible to enjoy the show. Moon Palace Staff at the show merely watched the altercation and did nothing to stop it. The families left the show and were in dialogue with staff right outside the theatre. This was a failure by Moon Palace to our safety, knowing how aggressive the individuals were and knowing that we would leave the theatre after the show, they did not take the families elsewhere to continue their dialogue. The men in fact shouted at me when I approached the lady from Public Relations, Karen, to obtain her name and one even pushed my arm in front of her. As we started leaving the theatre, they charged at us trying to punch and kick my 17 year old son and husband. Thankfully at this point security held them back and my family were not hurt, but the situation could have been dealt differently had they been escorted away from the theatre to begin with. 6. We felt so unsafe we didn't leave our room until check out at 3pm the next day. Breakfast was in our room and we attempted to order room service for lunch before we headed to the airport but this took over 1hr 15mins and had still not arrived, by which point the Bellman and Public Relations supervisor Jessica arrived to escort us to our check out and transfer as we feared our safety. At check out, I queried Jessica on our bill adjustment Eber had offered, only to be told we had not accepted! By this point I had no fight left in me and just wanted to leave and get home. Upon getting into our private transfer, there was no apology given by Jessica for any of the inconvenience that had been caused, the stress we endured or the holiday nightmare we paid $0000's of dollars for! Overall: - The hotel was clearly determined to ruin every aspect of our holiday! - Everyday we experienced a problem and multiple hours were wasted dealing with incompetent staff and spent sitting in the Public Relations room, conveniently tucked away so other hotel guests cannot see whats happening. - The good will gesture/compensation provided was extremely low despite spending $5000 for 10 days stay. This is still ongoing! - They will force you to do this presentation to become members, its all a scam! We spoke with Elite members who have also had appalling experiences. - The resort credits they provide have multiple restrictions! Beware! - The hotel, including management will not take any responsibility for the lies, incompetence and awful service they provide. The customer is never right! - Be careful if you have any issues as they will make you sign an internal document releasing them of all liability and responsibility in return for immaterial and small amount of compensation. Even though we kept getting told this is not a legal document, the entire document is written in legal terms and is not signed by the hotel. - Room service was awful, food was cold and always took over an hour to arrive. - The room was damp, we had a cockroach one day and tiny ants in the bathroom everyday. The Moon Palace the Grand could learn from its sister Hotel in Jamaica where they pride themselves on customer service and rightfully so! Read less

Just got back from my favorite resort and so disappointed. Grand is not the same as was before, we have went so many times, and I noticed how its going dramatically down. All restaurants menu changed , and not good way. Jade nothing good as was before, no main course to choose from, appetizer was so not tasty, I ordered tempura shrimp, before was big shrimp, now they bring something coated in bread but I couldn't find shrimp, so small and I can go more and more. Tavola , same I ordered Fetuchini pasta ----- nothing to compared as was before, hardly was find see food there, so dry, little small tiny cheap shrimp, no claims as was before. Buffet ---- so limited fruits, just few options, no tropical fruits, no mango, no papaya , no kiwi, and keep going on and on.. Beach was better then before, but no chairs enough chairs with umbrella, not organized as was before, dirty. Read less