- Mexico Holidays
- Cancun
- Moon Palace The Grand
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Moon Palace The Grand
Mexico, North America
Cancun
Five-star, luxurious accommodations, extraordinary dining options, top-shelf liquors, 24-hour room service, indulgent spas, complimentary Wi-Fi and unlimited local and long distance calls to the continental U.S. and Canada, as well as nightly and world-class entertainment. Moon Palace Grand All Inclusive features a full-service spa, a golf course, a water park (surcharge), and 7 outdoor swimming pools. Dining is available at one of the resort's 10 restaurants and guests can grab coffee at the coffee shop/café. Guests can unwind with a drink at one of the resort's bars, which include 6 bars/lounges and a swim-up bar. Guests can enjoy a complimentary breakfast each morning. Public areas are equipped with complimentary high-speed wireless Internet access.
SMOKE FREE PROPERTY
Facilities
- Tennis
- Billiards*
- Volleyball
- Beauty salon*
- Spa treatments*
- Massage*
- Solarium
- Sauna*
- TV lounge
- Entertainment programme for children
- Please note some facilities may incur an additional fee
Due to the surrounding area and the number of steps around the hotel, it may not be suitable for those with mobility difficulties.
The Local Area
Tripadvisor Reviews
4.5 Excellent15,289 reviews
Excellent
86%
Very Good
6%
Average
3%
Poor
2%
Terrible
3%
Location
Cleanliness
Service
Value
Amazing Amazing Amazing
We have just returned from our holiday which was extended to 16 nights due to our flight back to the UK
No place better to stay for an extra 2 nights
Our holiday was nice and relaxed
Restaurants we used as these are our favourites all amazing service Tavola Jade JC Steakhouse Habibi Agra at Sunrise Momo at Sunrise
Our favourite place for lunch was Los Tacos and the pool area is just what we needed without the following staff Los Tacos would not be Los Tacos Marisol Canche - first met her in 2017 when she was working as a waitress at the pools , then went into the Caribeano and now at Los Tacos she is truly amazing and a credit to Palace , she made us a special table on on our last day photos attached Luis Huchin - amazing , funny guy and if your struggling with what to drink leave it to Luis to surprise you - hope the Palace Team won the final as he was telling us all about it as we were leaving the day after so didn’t find out the result Citlali Hosste Isela Don’t change them as I hope to see them when I return
We went to the Library bar every night for 16 nights , and all the staff in the Library give another level of service beyond anything else Jose - we had daily Spanish lessons with him , the only night we actually ordered our drinks was on the first night after that Jose remembered them and soon as we walked in they would be getting made , soon as our drink was low he would have another ready for us, amazing and friendly Marisol - asked us every day how our day was and vice versa so friendly and caring again never had to tell her our order , amazing lady Brisa - excellent service Raul - excellent service
Bartenders are the best of the best and there Pornstar Martinis are pure perfection Saul Alexis Yair Had the pleasure of trying a clarified Pornstar which they had arranged By the end of 16 nights the staff became our friends where we could have a good laugh with , even about Jose’s haircut Don’t change them as they make the Library the most amazing experience Alfredo - we spoke to on 2 occasions and told him how amazing they all are
Pools we used whilst there Unique Day Club The Grill Los Tacos
Our room was cleaned daily along with the nighttime turndown , spotlessly clean could not fault a thing
We had an issue with the shower and doors to balcony reported them and both rectified with no issues
Room service - daily coffee delivered is just what you need for a relaxed morning
Edgar - Palace Elite Centre, exceptional customer service and care helped us with issues with portal for members and is still on the end of an email for us
Unsure why there is negative reviews as The Grand is faultless in all areas , 5star plus from us
Can’t wait to return next year
Review by Holtss Carlisle, United Kingdom
Unmatched Service
Even thought it was a shortened vacation - 5 days, from what we're used to, our stay was still an amazing at The Grand. 🤗. The service was exceptional and our Consiere, Alessandra, Butler's- Felix and Raul, were exceptional! We have stayed here several times over the past 4 yrs but its hard to imagine us having service thats been better than the service those 3 provided.
Review by bhuguely Alpharetta, Georgia
Great experience
My stays at Moon Palace The Grand have been exceptional, and the biggest reason is manager David Morel. David consistently goes above and beyond, making sure every detail of our visit is handled with care and professionalism. His warmth, attentiveness, and genuine commitment to guests set him apart from anyone I've encountered in hospitality. Because of him, I not only keep coming back, but I now bring friends and family along so they can experience the same top-notch service. Moon Palace is lucky to have him, and I hope management recognizes what an asset he is to the palace system as a while
Amazing time
Awesome time! The library is our favorite place to chill and Yeri, Alexis, and Saul are amazing. Ask Yeri for his unique mezcal drink.
Review by Jeffrey H Saint Louis, Missouri
Not so diamond…
We’ve stayed at various Palace Resorts, including Moon Palace The Grand several times, and unfortunately this trip felt noticeably different. I’m not sure if it was because we visited during the off-season or if there has been an overall decline in service, but it honestly left us feeling a bit bait-and-switched.
Our family is Diamond, and I don’t say that to sound entitled or suggest non-members deserve anything less. Everyone spends their hard-earned money to travel and deserves a great experience. However, when you invest significantly in a membership because certain services and standards are specifically promised, you expect those promises to be honored.
Unfortunately, issue after issue added up. Non-members were regularly accessing Diamond-designated areas and services, golf carts would speed past without stopping, breakfast service sometimes left us without even being offered water or coffee, and beach service could take an hour between orders. The food quality, particularly at the steak restaurant, had also declined substantially from previous visits.
We had what appeared to be mold or mildew on our bedding, outlets and a blow dryer that didn’t work, and our room wasn’t decorated as promised at booking. We waited about 30 minutes for our luggage after check-in, our concierge put us in an uncomfortable situation involving transportation, and at checkout our scheduled bellman never arrived, leaving us to walk through the massive resort with our suitcases and bags.
Any one of these things would have been an inconvenience. Collectively, they created an experience that simply didn’t match the level of service we’ve previously received from Palace or the expectations established when our family invested in the membership.
This trip was especially meaningful because it was a mini bachelorette and an opportunity to spend quality time with my family before my wedding. We absolutely made the best of it, but it’s disappointing that these issues put a damper on what should have been a special trip.
We’ve continued returning to Palace because of the experiences we’ve had in the past, and I genuinely hope this stay was an exception. Regardless of the time of year or length of stay, the quality and service should reflect what Palace represents and what members were promised when they purchased their membership.
Also, -10 for Irais our diamond concierge, sadly… I think that played a huge part in our experience being less than ideal from the start.
