Moon Palace The Grand

Moon Palace The Grand in Cancun is one of our favorite resorts. There are plenty of activities for all ages. The restaurants are excellent, and the staff is amazing.

Im writing this review as I’ve been a member for over 13 years. We choose Palace for the impeccable service, quality of food and drinks and beauty of resorts. However I’m writing this to give feedback as continued members. Our family has traveled many places over the years and chose palace as a second home. We do go to non ai top 4-5 resorts-/as well so have high expectations. I unfortunately have found the last two visits to grand the food quality has declined at most of the restaurants - as well as the wear and tear is felt . The tiles and walks are showing dirt and chipping. The elevators in building 87 are tired and need updating with a missing tile in front of- serious painting needs to be done. The phone in the elevator fell off the wall twice . Golf carts they’ve upgraded a lot but still some that are older and bumpy and squeaky. Feel the food quality has gone down abd less choices at the grill , Jade, trattoria, and Jc has always not been great to us. I really wish and hope palace pays attention to this as we don’t want this to be a basic ai. What attracted us was the premium food 13 years ago and drinks have always been premium. But food is certainly being cheapened.

Changes in the spa food menu no more of my favorites avocado toast with egg, peanut butter toast with fruit etc. boulangerie took most of their desserts out of the display on to a kiosk nice but for those that have never seen the display would not see those beautiful cakes. They also changed their wired lounge more games which is great but they took out the cute dessert and popcorn display and have to say the popcorn was always hot and fresh no more they have gone to a more bagged stale popcorn in the theatre. Nice to have but not as good.

Pros - new and improved diamond lounge, new building with villas and residences stunning. Circus restaurant cute edition. Karaoke bar nice.

La Tavola still very good pizzas, Cusco good buffet , great pastries. Great gelato - ice cream, Los tacos still great, and the food at the pool still good.

If they could upgrade the food quality and continue to keep the resorts clean and well maintained it will still be a top resort. They are and have been renovating beach palace , new punta Cana and Le Blanc Cabo I hear is stunning that’s our next trip. We travel a lot. Europe , Caribbean , all over the states 4-5 star resorts. We understand Ai is different but why not be the 4-5 star Ai !!!

Service is still impeccable with always my pleasure , great attention to guestsTo keep us happy. Lobby bar, speakeasy has best martinis and margaritas.

Entertainment isn’t bad either the magic show and mentalist great!

Special thanks to our pool Concierges Hector , Miguel and Esmeralda and Elias. I’m sure there were many others but can’t remember all the names!

Concierge - Zacil , Antonio , Tony. Amazing!!

Restaurants -service impeccable. Special shoutout to Trattoria service and they took such good care of us. Out golf cart drivers all so amazing and timely and social As you want them to be. We will be back as we have upgraded our membership as our kids are older and eventually will have extended family with us. But please take this feedback with good intention.

As 5-time returning loyal guests of The Grand at Moon Palace, we are absolutely shocked and devastated by the total operational failure of our current stay. We booked this trip to celebrate my daughters’ birthdays and my wife’s milestone birthday on July 7th. Instead of a luxury all-inclusive experience, management’s complete incompetence subjected our family to 4 nights of severe sleep deprivation and forced us to pack and change rooms three separate times. We are still on the property until Sunday and our vacation is definitely subpar so far. The Incontestable Sequence of Events: • July 3 & 4 (Arrival): Standard check-in and initial stay. As usual. Kids are having a good time.
• Early morning of July 5 (Room 1): sleep severely disrupted due to after the 4th of July event cleaning. The early morning after midnight going beyond 2am by Moon Palace event staff conducting loud cleanup of the 4th of July event directly outside the room at the terrace. We requested a room change due to staff-generated noise. • July 6: Took our daughters to Xel-Há for their birthday. Returned to our second assigned room completely exhausted, expecting a quiet night of rest ahead of my wife’s birthday the next day. • Morning of July 7 (WIFE’S BIRTHDAY - Room 2): On the morning of my wife’s birthday, at 9am, our family was awoken in the morning by industrial noise. Resort maintenance workers were jackhammering tile right outside our door.
• Morning of July 8 (Room 2): Woke up and identified construction workers from the previous day. I personally asked and confirmed the renovations would continue. Front desk staff blindly placed a displaced, loyal family into an active construction zone. We requested a second room change. • Early morning of July 9 (Room 3 - Tonight or this morning): Moved to a third room, the adjacent guest seemed to have left the kids alone as they kept screaming past midnight. Trying to understand and not ruin their vacation, we kept to our selves until the noise and shouting went beyond 1:15 AM, I made a voice memo recording of the shouting and I dialed for front desk to intervene. • It is 2:57AM and finally quiet after I had to make 3 more recordings of noises, with the last one being at 2:47AM by adjacent guests shouting through the walls. Security completely failed to patrol or enforce resort quiet hours. I have clear multiple audio recordings from our room. The following morning. The guest services asks about compensation. Offers message for my wife and I for the troubles.

Frankly. I am offended thus asked for 3 nights of the 9night stay as refund. Nevermind the interruption of sleep. Having to unpack, and repack multiple times is tough enough..

Requested the remaining 3 nights to be canceled and refunded with no compensation so that we can move hotels to the Hilton or something near by.
Apparently. My booking is non refundable. Thus they rejected this too.

In spite of all this, we were about to fork over $75k as down payment to buy future stays and diamond membership as of last evening, as my kids have enjoyed the resort through the past 5 years.

Sorry palace resorts but you deserve a “F” for messing this up. We will stay the remaining 3 nights at the grand, but feels like being forced to do this. Not a good feeling spending $10k for the trip.

Basic rule of thumb for hospitality. Guest deserve the right to have good nights rest. The all inclusive vacation is something my family does to avoid the hassle and headache. Won’t be visiting again. And do not recommend palace as they are not a reasonable, and do not understand the concept of 5 star resort