Moon Palace The Grand Cancun All Inclusive

Todo estuvo excelente

En ocasiones el tiempo de espera para que pasaran los carritos para mobernos de un lugar a otro

Me gustó la bebida todo la variedad que había

El colchón

SPA, INSTALACIONES EN GENERAL, LA COMIDA LO MAXIMO!

EL PERSONAL ES ATENTO PERO INSUFICIENTE PARA LA TEMPORADA ALTA...

El cuarto tenía muchos defectos estaba fallando varias cosas las reporte y solo mandaban a alguien de manera rápida solo para que no dijera nada los carritos tardaban muchísimo y siempre llenos…..

Creo que el hotel está teniendo fallas por el uso y no las arreglan solo asen algo rápido para que no digan nada… la agua fría en el yacusi no funcionaba, dreje tapado, el cuarto olía a humedad, las conexiones desconectadas…. En una ocasión en un restaurante no había luz tuve que llamar en múltiples ocasiones al mantenimiento…

El kids club

Habitaciónes antiguas no remodeladas. Demasiada cantidad de gente. Había que hacer fila para todo. Los tiempos de espera en los restaurantes fueron eternos.... No habían suficientes camastros en el parque acuático debido a la cantidad de personas.

The facilities are pretty, food is good

The facilities such as the pools closed too early (around 7pm), there's barely anything to do on Sunday, and the club is only open 3 random days in the week.

הצוות לא נחמד בכלל, בכל מקום רק מחפשים טיפים ומנסים לעבוד עליך בכל פינה ולגבות עוד כסף

Het hotel voldeed aan-, en overtrof alle verwachtingen voor ons. Een paar specifieke punten; Iedereen is even vriendelijk en behulpzaam onder het personeel. Ook ongevraagd, en ook naar elkaar toe. (Wat duidt op een gezonde werksfeer). Alle à la carte restaurants waar je aanvullend uit kan kiezen zijn een echte aanvulling. Werkt via een app om te reserveren, maar wij waren er maar 4 nachten en konden toch meerdere restaurants vastleggen. Buffet ook zeer ruim opgezet, met keuze van gezond tot minder gezond en apart voor de kleinere kinderen. Wij hadden een medische situatie, en werden echt met alles begeleid en geholpen zonder extra kosten. Rolstoel en transport (ook) op het park, late check-out, continu contact ook tijdens ziekenhuis bezoek etc.. Onze eerste vakantie dat we geen Nederlands sprekende mensen gezien of gehoord hebben (in dit hotel). Voornamelijk heel veel Amerikanen en wat Mexicanen, Fransen en Engelsen (voor ons gevoel). Is geen negatief of positief punt overigens, maar vonden wij opvallend. We wilde vanuit dit hotel nog enkele Cenote's bezoeken. Maar hebben het niet gedaan, omdat er zoveel te doen was bij dit hotel. Dat we dat gewoon zonde vonden om te moeten overslaan.

Eigenlijk niet echt iets, maar om toch wat te noemen wat dan iets minder kan zijn afhankelijk waar je op het park terecht komt; Het is erg groot, dus je kan het treffen dat je wat verder van het zwembad met de meeste activiteiten af zit. En soms wat zoeken of verder lopen naar toiletten. Ook in de restaurants b.v. geen toilet. Ze zijn er natuurlijk wel, maar het bleef steeds toch een beetje zoeken en haasten voor een plasje ;-)

Extremely OVERPRICED & UNDERwhelming.

Best ever

Nothing

직원들이 친절하고 음식도 맛있고 편안하게 쉬다 올수 있었어요

바다 색깔과 해변이 조금 아쉽네요

Amenities

The water in the Water park was cloudy for about 5 days.

Las instalaciones en general todo, muy bueno para niños y adultos

le faltó la playa

Mucha variedad y cosas por hacer. Comida muy deliciosa, la aplicación es muy útil para hacer reservaciones y solicitudes. En general disfrutamos bastante nuestra estancia

Las instalaciones en varios espacios necesitan mantenimiento. El water park tenia varios espacios con moho. Un poco más de amabilidad con el personal, en es especial al chico delgado alto que está en el water flow es claro que el detesta ese trabajo. También bajarle un poco a la insistencia de comprar la membresía con ellos y enseñar a los vendedores a aceptar un no sin hacer malas caras.

So much to do for kids. The variety of restaurants.

I dip like that you had to make a reservation for every single restaurant minus the buffet and the bowling was kind of expensive. It took a while to learn where everything is located.

Cafe 24/7 - closeness of the room to main area. Comfort. All inclusive snacks and sodas mini bar - liquor if you wanted it. Something to do for everyone!

One server in Italian Resturant last day for lunch. The server on Saturday lunch was amazing.

Any positives were overshadowed by serious service and operational failures.

The hotel lost our luggage, front desk calls went unanswered, and management showed little interest in resolving issues. Our first room had lights that would not turn off and a broken coffee machine; maintenance never arrived. We were moved the next morning to another room with no hot water. The beach was covered in sargassum and largely unusable, restaurant service was slow, and the compensation offered was inadequate considering the problems and the amount spent on the stay.

Hotel overall has everything you want in one place

Food below avg their Mexican restaurant was disappointing being in Mexico i didnt get good mexican food The staff keep approaching you for their membership programme. Its annoying they do it everyday , you have to dodge them eventually. Staff are ok - spa is overpriced - 150$ for leg massage 25mins jokes! Rooms are comfortable but not top notch quality! The water park was smelly!

價格確實不便宜，但提供的房間真的很大，其他服務也很棒。之後一定會帶家人再次過來，下次至少要住4～5晚。因為園區太大，可以逛的地方太多，只住3晚實在不夠。

海邊的水很濁，不像女人島的海水很清澈，而且海味好重。水上樂園裡有一條滑水道是壞的，看起來似乎也不打算維修了。

Los juegos para los niños y restaurantes

El servicio es pesimo, el sistema de snacks no funciona, los tiempos de espera eran demasiado y el personas de piscinas atiende horrible.

Todo

Nada

Las intalaciones muy limpio la comida muy rica

Todo

El precio

The ameneties, the interior of the hotel, the staff, the coffee shop, the restaurants, the playroom for kids, the arcade. The buffet, the food.

The rooms are extremly outdated, dirty, not well kept. Felt very old. My husband found a cockroach inside the bathroom vanity, we had to throw away our toothbrushes and request new ones. I also found a small tiny bug on one of the beds. The shower head doesnt move and has very low preassure making it difficult for the shampoo,conditioner and body wash to rinse off. The hotel is advertised as one of the bests in Cancun 5star hotel and I would give it a 2stars. Been to many hotels and it was by far a 5star hotel. The entrance, lobby and amenities are great and seem new, but the rooms were horrible, dirty , they are spacious thou. But if a hotel is a 5star it should be all around not just the entrance of the hotel. The pools can be remodeled as well.

The restaurant and food options

The flooring. Too slippery. More access to golf carts or transport for elderly

The staff were amazing. Everything was clean and beautiful. Loved walking the along the beach every morning, they keep the beach and walkways exceptional. Most of the food was delicious. I stuck with al cart or something made fresh in front of me at the buffets.

We didn’t like our room location. We felt they put us in the “family zone” next to the waterpark. We would have enjoyed being more central.

Estuvimos en el resort The Grand at Moon Palace, en Cancún, entre el 6 y el 11 de marzo de 2026, y fue, sin duda, una de las mejores experiencias de nuestras vidas. La calidad de las instalaciones, la atención cuidadosa y permanente del personal, la excelente gastronomía de sus restaurantes, la comodidad de las habitaciones y la gran variedad de actividades para adultos y niños hicieron que nuestra estadía fuera simplemente extraordinaria. De hecho, la experiencia fue tan positiva que incluso decidimos afiliarnos a la membresía, porque realmente sentimos que todo vale la pena. Durante nuestra estadía queremos destacar especialmente el parque acuático para niños, que está a la altura del parque infantil de Nickelodeon. De hecho, después de nuestra estancia pasamos cinco días en Nickelodeon y sentimos que fue un gasto innecesario, porque con haber disfrutado solo del parque acuático y permanecer en The Grand habría sido más que suficiente. El servicio de shuttle interno hacia las habitaciones es rápido y muy cómodo. Asimismo, su aplicación móvil funciona de manera excelente: permite reservar restaurantes, solicitar servicios durante la estadía e incluso revisar en tiempo real las compras cargadas a la habitación, lo que facilita mucho el control de los gastos. Además, dependiendo de la cantidad de noches que te hospedes, el hotel entrega créditos que pueden utilizarse en distintas experiencias como bowling, masajes, nadar con delfines e incluso en compras dentro de las tiendas del resort, lo que hace que la experiencia sea aún más completa y entretenida.

Nuestro check-in duró aproximadamente 40 minutos, lo cual —gentileza de “Vicente”— resultó excesivo, especialmente viajando con niños. También tuvimos un pequeño incidente en la habitación cuando se desprendió un trozo de cerámica de la ducha. Sin embargo, el personal del hotel reaccionó de inmediato y lo solucionó rápidamente, lo cual habla muy bien de su nivel de servicio. Además, después del incidente recibimos un hermoso gesto del hotel: flores, champaña, chocolates y una tabla de quesos. Otro pequeño inconveniente ocurrió en The Grill, donde tuvimos que esperar unos 20 minutos adicionales por nuestra mesa reservada (teníamos reserva a las 20:15) y luego la comida —que estaba deliciosa— tardó cerca de 40 minutos en llegar después de ordenar. Si visitan este restaurante, recomendamos llevar repelente, ya que había bastantes mosquitos.

some amenities and cleanliness.

I don't think it's that much value with the money paid.

Los restaurantes, muy buenos.

Ubicación, dependencia de la gente mayor con el transporte de carritos. El precio alto y hay mejores hoteles.

Pools and food

Not enough time in the day to enjoy everything

La atención del personal es excepcional. Te acostumbrarás a su frase "es un placer" la comida es muy buena, cafetería con heladería 24h.

No tiene nada que ver con el hotel, pero por la fecha en que lo visité el agua de las albercas estaba muy fría

Beautiful property

My birthday was not made special by the staff

Atención, amabilidad, calidad de los alimentos, especial reconocimiento a Eduin de surf en parque acuático por su excelente compromiso y paciencia.

Horarios de cierre de albercas a las 6pm se me hace muy temprano.

Food. Kids facilities. Staffs

Nothing

Great quality if service in the entire resort!!

Not being able to make more than one reservation at the specialty restaurants a day!!

The spa was the best. The facilities were great. The staff were great.

Food was either too salty or drinks too sweet. Besides breakfast i didn't enjoy the food in the restaurants. I asked for pickup for the airport for 1:30pm.which was acknowledged, when I arrived it was then communicated that it was on a schedule for 20 minutes after each hour. I ended up paying more money for a taxi when I had paid for shuttle service. They never called to ask where we were just left. They also refused to refund me the shuttle fair for the two of us.

Very friendly staff. I learned sailing and the water sports staff Alex was very friendly and thaugh me how to control the sail boat. It was a great experience and it was part of all inclusive.

La cafetería, abierta las 24 horas. Gran variedad de restaurantes. El parque acuático, con sus toboganes y alberca de surf, muy bien.

Tardé una hora en hacer el check in porque se la habían asignado a otra persona con mi mismo apellido, y al usar la APP de Palace Resorts estaba la otra persona usando mi numero de reserva, por lo que me complicaba hacer reservaciones de restaurantes para la cena desde mi APP. Para cenar en los mejores restaurantes tienes que hacer reservación.

Comida muy buena

Mala organización con las reservas cuando hay algún evento y la poca comunicación con las agencias, ya que me hicieron perder mucho tiempo a mi y a mi cliente para asignarnos nuestra habitación

Food was great with so many options and staff was very welcoming.

Trying to push coupons at the end of timeshare presentation and at check out.

Infraestrutura, funcionários e restaurantes excelentes.

It’s a huge resort on the higher end. Plenty restaurants. Great entertainment for kids. You get charged extra for some things like bowling. Has a small waterpark. Cleaning is done well. The concierge through the app and client relations is awesome.

Staff have issues. It’s a lot better at the other Moon hotels. There’s a language barrier, waiters forget, mix up your orders. Front desk is limited to serving clients on the beaten path and anything beyond the everyday normal is just tough to digest by them (unlike concierge which often ended up saying the opposite to the front desk and resolving my issues).Food though supposed to be better is actually worse than in other moon hotels. When I had So for a giga 5 star resort it did not impress. Check out was long. Was charged for some spa treatment I don’t recall having. They weren’t able to explain but had to charge me, so that left a poor mark.

Todo excelente.

Tanti divertimenti e tanti ristoranti con Servizio all inclusive di alta qualità. Numerose piscine anche riscaldate. camera spaziosa e balcone molto bello.palestra stupenda ed enorme con tanti macchinari. Servizio in spiaggia molto comodo tutto il giorno servendo cocktails di qualità.

Il mare purtroppo non é molto bello nonostante i 2 km d spiaggia dell hotel. Se cerchi il mare tipico caraibico blu trasparente devi andare in altre località. Talvolta i sevizi non erano degni di un hotel 5 stelle con prezzi alti: un giorno si sono dimenticati di rifarci la camera. Altri giorni la camera veniva pulita dopo le 4 del pomeriggio creando disagi per le nostre abitudini. Spesso non cambiavano gli asciugamani e a volte li portavano via senza nemmeno lasciarne di nuovi. In 10 giorni non hanno mai cambiato le lenzuola. L’hotel é pieno di golf cart di servizio che vanno in giro sulle stesse strade pedonali, dove cammini con tuo figlio o vai in bicicletta. Purtroppo alcuni addetti guidano veramente male e tropo veloce facendo dei peli ai bambini non avvertendo il pericolo di questi golf cart.

-Hotel facilities for kids -Swimming pools -Breakfast in general is good -Water temperature in kids pool -Room size and Jacuzzi size and quality in the room -Comfy beds but the size of the queen bed is too small -Gym -Airco -Friendly hotel staff -Restaurant Circus is very nice for kids -Hamburger, hot dogs and the guacamole are always good -No bracelet needed -Selection of liquors included in the price -Close to the airport

Most important! -Quality of food is very average in restaurants despite many restaurants. Do not let the the presentation pictures deceive you. -Hotel management in general. They made my fellow traveler pay 700$ extra or leave the hotel because of miscommunication between the Booking and this hotel. The fact that he had even paid all the amount for his stay on arrival on the first day was not taken into consideration. This is scam!! -The Caribbean sea water here is ugly, do not choose this hotel if you are a beach person. -No bars and even no service at the beach side! -They serve coconuts at the coco bar from 15-17 or so (and the cocos unfortunately warm) but you have to wait 30 mins in line every time -Shower in the room gets or too hot or too cold -House keeping is just bad and the cleaning people change regularly -There are many golf carts available for Elite (VIP) guests, but far fewer for regular guests to get around this very large resort -The lobby presentation is very modern but the rooms and corridors are very old looking -Always ask for your preferred liquor brand; otherwise, they will serve the cheapest option -The coffee in all restaurants is very bad -The experience does not justify the price paid

waterpark and the room were nice

steakhouse was terrible, food wise and service

Options for kids

No beach

Nothing

Worst hotel experience of my life I had an extremely bad experience at Moon Palace The Grand Cancun. We had three consecutive reservations during our stay and paid the full amount of the final reservation upon arrival. We confirmed four different times with hotel staff that everything was correct in their system, and each time we were told it was. Despite this, while we were still in the middle of our paid stay, our room access was suddenly blocked, and we were told that we did not have a booking. Staff repeatedly blamed Booking.com, claiming that Booking had canceled our reservation, which makes no sense since the hotel had already collected full payment. We were then asked to pay another $700 to stay in a room that was already fully paid for, which felt like an attempt at double charging. When we refused, we were forced to check out. The manager, Jaime, was extremely rude, dismissive, and unprofessional. He initially refused to issue our refund and instead tried to offer a voucher, which we did not accept. I truly hope they process and return our refund, as I do not trust this hotel anymore. This experience shows serious mismanagement and unacceptable customer service at a so-called luxury resort. Being locked out of a paid room and pressured to pay again felt dishonest. I would never recommend this property to anyone.

The restaurant selection was good and it’s great for kids ie water park but most of the kids events were held in the other resorts ie sunrise

The service was really bad. The staff are constantly trying to sign you up to timeshares or paying extra to secure another booking. It’s annoying some of the restaurants, you can only book for dinner and not lunch like the circus restaurant for the kids should have been available for lunch. The spa was the worse spa I have been to. They didn’t tell me when I booked that I should have arrived 90 minutes before my appointment, which surely one would mention when booking in person. I couldn’t even book a spa service on the app. Secondly when I arrived they refused to give me a robe and sandal and expected me to put my clothes after my massage. I was furious. They don’t know how to communicate and are rude. Also it’s very expensive, $350 for a massage by someone who has no idea what she was doing. She was even unwell and coughing. I had to tell her switch the light off in the room. The $500 resort fee is a scam, they only let you use it partially but after the so call credit, you are paying the going rate for a massage ie $200 When I was checking out, they told me that I was chosen for a 60% discount for returning back to one of their resort but I would have to pay them $300 to get the link. Again such a scam. They are constantly trying to get money off you to fund the construction of new buildings within the resort. None of the staff knew what they were doing and constantly trying to pass you onto someone else. Rooms also need updating

Great hotel, lots to offer, friendly staff,

Entertainment could have been better, buffet food was ok- some foods dried out very quickly

Everything

Nothing

A lot of restaurant options; I loved the Grand Buffet. The main lobby bar is incredible, and the high ceilings and marble everywhere make it very elegant. There’s also plenty of entertainment for kids, specially the surfing in the water park.

The pools are great, but the flooring around them could really benefit from a power-wash, as it looks a bit dirty. The wave pool is too small and takes up a lot of space in the water park; the paint looks dated and not very inviting, and the same goes for the lazy river.

La comida es riquísima y la atención excelente, Miguel y Laura de Tapas y vinos y Eduardo y Andrea de el Caribeño son excelentes. Limpio y hay mucho que hacer.

Los bartenders del bar de el Lobby atienden mas rápido y son mas amables con extranjeros que con nacionales. Y solo con extranjeros güeros, tmbn un señor de color prefirió irse porque no lo pelaban.

It’s a large complex with lots to do for family’s with small children and lots of restaurant options available. The spa treatment I received was exceptional.

The property is very dated and not maintained, the room also had lots of broken furniture. They tried to sell timeshares and upsell services from the moment we arrived at the hotel. Although there were a lot of food options, the food didn’t live up to the expectation of a 5* hotel. We booked a room with an additional bed for our child, this was only delivered on the second day.

다양한 가족프로그램

식사서비스

Le service à la personne, la qualité de la nourriture et .les playrooms sont incroyables. Le waterpark est bien mais surtout pour les petits… il n y a pas vraiment de toboggans pour grands…. Mais c est très bruyant. La qualité des restaurants est supérieur à la normal.

La lenteur du personnel, la sécurité trop élevé. C est un établissement pour valoriser l égo des américains etre á leurs pieds mais des rafraîchissements des infrastructures doivent être nécessaire. Dans notre chambre les wc du dessus coulaient et fuiraient dans notre chambre. Certains endroits sont fiers abîmés, des tables de restaurants sont très veillés…Ça manque de sport….

There are many dining options, multiple pools and enough activities to keep kids busy.

Nothing. Was a nice hotel overall.

The property is massive and has all the amenities. The different kinds of activities were amazing. My kid loved the experience.

The room cleaning staff was not great, they didn’t clean the room one of the days. The housekeeping phone receptionist was rude and did not really help us and finally we had to go outside and find a local cleaner to give us supplies. The water park could have been better, one of the slides was not working and the wave pool was not working and the lazy river could have been cleaner.

Está cerca del aeropuerto , los niños se divierten normal nada wow La parte de juegos de máquinas es cool , el kids club está bien equipado

Te cobran transporte y estás pagaando casi 750$ la noche La infraestructura se ve vieja poco mantenimiento en ciertas partes El buffet desayuno es muy simple ejemplo no había tocino , arroz blanco , semillas para yogurt …. Muy simplón nada wow básico La Coca-Cola o gaseosas nunca tienen gas siempre es sin gas El steakhouse fui 2 veces termino mal de carne , seca nada wow SIMPLÓN El rest del CIRCO fuimos el pollo frito chicloso , los fisch and chips sabían a pollo horrible la comida EL REST SI ESTÁ LINDO pero hasta ahí no más Ellos a todo le dicen que no están como entrenados Pides algo y es no pero te enojas y MILAGROSAMENTE APARECE O SOLUCIONAN Y son intensos para venderte algún paquete de algo lo que sea sacarte dinero te llaman a la Habitación es como un PRÉSTAMO GOTA GOTA mi calificación es un 6 de 10 No está mal pero me hubiese quedado en mi país y pago menos dinero No volvería a ir en mi país pago menos y en Cancún otros hoteles son mucho mejores

הריזורט מדהים וגדול, עובדים סופר נחמדים. אוכל טעים מאוד ובשפע. החדר גדול

יש בריכות מפוזרות בכל הריזורט, אין אחת גדול ומרכזית. בפארק מים תורים ארוכים, המיטות קטנות... הבניינים מלאים בגוקים ויתושים, לכלוך בכל מקום. כל הקלאב כאר עובדים ועובדים קשה אבל מחכים בתחנה זמן רב.

צוות מכירות (בחולצות ירוקות) אגרסיבי במלון

Lujo

Eventos de cumpleaños

Amazing amenities lots to do food and drinks delicious. Pools dirty and dated need maintenance, room halls dirty unattended mattresses and towels on the floor. We upgraded to a ocean view and ended up on a room where pillows and mattresses smell bad. They offered pillow mist and humidifier that help with the smell but not enough. Beach full of sea weed but I don’t blame that on the hotel. Overall the hotel lobby, restaurants and activities are amazing it just needs some money on the room cleaning.

Friendly staff. Very nice hotel. Enjoyed the fact we were Expedia VIP.

It was a delicious meal.

The staff and facilities were great at the Moon palace the Grand. We had great events at dinners including a blue fin tuna carving at a sushi restaurant, a Mexican fiesta at the cantina and a circus performance at their kids restaurant.

The property went above and beyond for my son’s birthday.

El personal A1. Mi esposa se cortó el pie en la piscina de bebes. Nos acompañaron a la clínica para que le pongan puntos. Todo A1 pero me quedé preocupado que ese corte en una piscina para niños se 3 años, le pueda pasar a un niño.

Great stay for families, clean, the food was great, the staff was the best. My family enjoyed our stay, my only feedback is to cut back on the trash in the boulangerie because it generates a lot of waste.