The Grand by Moon Palace in Quintana Roo, Mexico - reviews,open hours,photo spots,things to do

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Edna GEdna G

Been going to Moon Palace resorts, The Grand side since 2017 but Moon Palace resorts since 2008. To me, it's the best and largest secluded resort in Cancun. Here, there is a total of about 20 restaurants, and bars and snack bars. There are more at the other two sections of Moon Palace. Staying at The Grand allows you to go to the other sections of Moon Palace but not the other way around. They offer courtesy buses to check out the Sun and Beach Palace on the Cancun strip. My family and I booked our rooms at Costco Travels instead of through their website. We reserved the honeymoon suite for a little bit more and bigger room. It was just easier for us for the whole package deal including flights and transfers. The Grand is so much bigger from the last time we came in 2017 and a lot nicer pools. My favorite is the Unique Day Club Pool as it was for adults only, no children allowed. We wanted a little seclusion from the summer kids that came to the resort. Just walking this resort was a workout. We came when the weather was Hot, Humid and raining but didn't stop us from using the pool and going around. After a few days, it was clear and we also were hit with a heat wave where it was 88 dregrees but said it felt like 100 especially, due to the humidity. It was HOT that we all got darker within a few days and needed the pools to cool off. Easily can get a golf cart ride around the resort for free but we were so close to the main central lobby where many of their restaurants were. The game room, Library room and Unique club was there, too. We liked eating at the Grand buffet, Le chateau, Jade, Los Tacos, Casa Mia, Tavola restaurants. There are so many more that we have yet to try. We usually get our desserts, coffee and ice cream at Boulangerie coffee shop as it's open 24/7. This year was our 30th wedding anniversary and we decided to celebrate it here. Emailed Moon Palace for wedding options and got in touch with Mayra Cetina. She was very helpful and accommodating. She also made great suggestions that we appreciated as well. Based on where our wedding would be, they let us stay in building 85 which is right on the other side, which was Nizuc section and opposite side of The Grand Water Park. Our renewals was held on the beach in front of the Tuscan gazebo which is right on border of Nizuc and The Grand. They really did a great job of cleaning the beach of the seaweed and set up of the gazebo tower and flowers. Everything was beautifully set up. We didn't get to have many people come as this was a last minute decision. My immediate family and a few friends were there and that’s all that mattered. The ceremony was beautiful and simple, just the way I imagined it. The minister was great, too! Reserved the JC Steakhouse for our reception as our party was small and that is where our cake will be served. Many thanks to Julieta, Mayra Cetina (Wedding Coordinator), Sofia Montserrat (Wedding Assistant), Tanya (photographer) and other staff! They have made our renewals perfect and memorable! Cant wait to see the pictures. The other staff from this resort during our stay was very helpful and accommodating as well. I am just so surprised by the negative reviews! Bugs are typical of this weather so you can't blame that on the staff; even the seaweed that washes up the shore. That is not the fault of the resort but they do their best by using big tractors to scoop up the seaweed. I walked really early morning for exercise and see them at work. The staff will try to help with the bugs but the bugs usually don't go in the rooms. One or two might but that's not an issue for me. Have never had any staff that disrespected us. I know they have to upsale their membership as it's their job but they still respected our decision to decline as we can't go here every year. We had a great experience here! We totally recommend this resort. Definitely stay at The Grand anytime we go back to Cancun. If you want a simple or cheaper wedding ceremony, I think you would love it here, too! Cant wait to come back again!

Tara McKinnonTara McKinnon

**edited at bottom** We have been coming to Palace Resorts since our honeymoon in January 2014. This is the first time we have been to this property where we have not been absolutely blown away by the service, food and overall quality. We are so saddened by the state of the property during this visit. We had originally booked 9 nights at sunrise, but because this was the first trip our 3 kids have had the opportunity to have together and the fact that we were celebrating beating CANCER, we decided to splurge on The Grand. NOT WORTH DOUBLE THE COST -even at the reduced member rate that we are guaranteed as elite members. This is not the same company it once was. If you have been here in the past; do not be fooled things, are changing. We shared our concerns with the membership sales team when we went to renew and they offered to upgrade us and give us credits to use on our stay. The benefits they offered were intended to try and remind us why we love coming here, but they come with the condition that if you take the upgrade and still end up leaving unhappy, they don’t offer refunds or discounts, they will make you pay back the cost difference of the upgrade. “Nothing is for free” Randy, our sales agent told us. Why would we just give you a great experience you have already paid close to 20k for? Also the upgrade to remind us why we love Palace resorts was only if we invested in our membership, so we actually had to put our deposit down on our new membership before they even gave us the upgrades and then when we went to sign the contract and read the fine print we realize that that was not just an upgrade to show us they care, it was an upgrade with the conditions that if we still were not convinced, we would have to pay back $7000 USD plus the resort credits; that are really not worth anything in the real world because the company give them away constantly to everyone all the time throughout the year. Except us apparently, even though we booked 2 rooms for 9 nights 🤷🏼‍♀️ Now Internet, please don’t come at me telling me this is first world problems because you’re exactly right. It is first world problems. This is a five star resort charging us five star prices and providing us 3 to 4 star accommodation if I was staying at a three or four star resort then I would have the expectations of that property to provide service and accommodation of that level. I guess they just assumed that you’re so happy to be in a tropical climate eating and drinking that you should just be thankful for what they’re giving you? In my experience in my 25+ years in client facing services that rely on customer relations in public relations and customer service. This is not how you treat people. We are still here and they have six nights to remind us why we come here, however at this rate, I don’t foresee another palace trip in the future which they don’t seem to care about because the sales people told us several times that they don’t need our money and don’t have to do anything to make up for unacceptable incidents during our trip because they have people buying $2 million residences and mansions therefore, really don’t need us regular folk. According to the documentation that they shared with us, we are just baby investors and although they sell hard to get you to invest, we’re really not any concern to them and they don’t need to do anything to improve our stay because they don’t need our 120 K 40 K 50 K membership that we could have potentially invested in. We are going to put this behind us and we are going to try to have the most amazing family vacation that we have ever had and just put our blinders on and just appreciate the time that we have together. I really hope no one else has had this similar experience. Hopefully we’re outliers and this is a weird one off. **edit** Thanks so much for that lip service Carlos but we didn’t hear from you today and our daughter was assaulted in your arcade tonight, so forgive me if I’m not convinced. It doesn’t seem like you’re doing anything about anything.

AlexAlex

This is a review that is difficult to leave, because on paper, Moon Palace looks like paradise for kids, which is what parents look for in a family resort. For many, assuming nothing bad happens to you, you should have a good time. If you are like my family however, and something bad happens to you that the hotel is responsible for, you will be left out to dry. We arrived on June 22nd at around noon, and our room was not ready, so we were instructed to explore the hotel, which we did. Our 1st stop was at the grand buffet, and this is where things went downhill. We sat beside a window, not knowing that the metal window frame was completely broken due to lack of upkeep, leaving pieces of metal sticking up, causing a serious hazard of tripping. My 6 year old daughter got her foot stuck in the hazard, causing her to fall head first into the metal frame, causing a laceration on her head. She was bleeding from her head and we immediately called for help. They had a paramedic (not a doctor) on site who arrived within a few minutes and determined that my daughter needed to be hospitalized to receive stitches and a tetanus shot and observation for a concussion. After waiting for 20 minutes in the restaurant with my daughter bleeding, I finally asked the public relations agent about what we were waiting for, and her only concern was who was going to assume the cost of the taxi to the hospital and who would pay the medical fees. As a parent, my priority was for my daughter to receive the care she needed, and I had to push for her to finally organize the taxi service pickup. They ended up covering the taxi fare and medical expenses, and the staff at the restaurant and guest witness’ all agreed that the hotel was responsible. Once at the hospital, my daughter received 3 stitches and a tetanus shot after a few hours of waiting. Needless to say, our first day at the resort was completely wasted, but as a result of the accident, my daughter was on antibiotics and could not have the wound exposed the the sun and could not get her head wet, thus making her unable to use the water parks and pretty much any outdoor activity. It can be argued that the moon palace has many other indoor entertainment options, but we did not come to Mexico to play arcades all day, and while she was at the playroom, she had to be accompanied by an adult, and given her condition, we would not have left her alone anyway. The antibiotics also had to be refrigerated, and taken every 6 hours, meaning that when our daughter goes to bed at 8pm, she had to be woken up a 2am for her next dose which is not ideal. We also could not leave the hotel for an excursion, because we required the antibiotics to stay cold. We tried to make the best of a bad situation, but this series of events pretty much ruined our trip. When public relations wanted to meet with me, they said they were going to prepare a compensation offer for us. I requested the pro rata cost of 1 day of the trip for our family of 4 to be reimbursed, as well as my daughter’s fare, which I found very reasonable. After daily follow-ups with public relations, they offered us 2 free days on a next stay at the moon palace, which is an insulting offer. Coming from Canada, the flights alone cost between 3,000$-$4000 and is close to a 5 hour flight, so a 2 day stay is not reasonable. I found it equally insulting that upon checking out of the hotel, I was offered 50% off on a future 5 day stay, which is a better offer than I received, and anyone leaving the hotel is offered this. The hotel itself looked gorgeous and I wish my family could have enjoyed it. Be warned anyone booking here that the hotel does not care about the safety of their guest. After what happened, we checked the grand buffet and the hazard had not been fixed 5 days later. A truly disturbing customer service policy.

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Reviews of The Grand by Moon Palace

4.0

(4,170)

4.0

24w

We had a great vacation staying with the family at Moon Palace The Grand in Cancun from May 11 through May 18. The Grand is an excellent property for families, offering an amazing experience and a very relaxing time as a vacation should be for families. We were welcomed home by the staff upon arrival which is always a great reminder. A lot of friends have a cabin up north in the woods or by a lake and we always joke with them that Moon Palace in Cancun is our up north cabin. Our check in process started in the diamond lounge and was greeted by Alfredo who asked us if we would like a sandwich, the ham and cheese sandwiches Alfredo crafts and toasts, is so very good. Alfredo also offered some chocolates as a sweet treat to follow our sandwiches. While enjoying our sandwiches are check in process was smooth and efficient and handled by our concierge Edwin. We received excellent service before checkin and through out our stay from our concierge Edwin, really really outstanding service.||||After our check in we went to our rooms to unpack and get settled. The rooms are spacious and so luxurious with all of the marble floors and large beds, walk in closets, dual vanity bathroom counter top and spacious shower stall with large shower head. The balconies are very nice with comfortable lounge furniture and table to be able to sit outside and enjoy a snack or beverage. I always enjoy putting on the provided slippers and putting up my feet in the room. Truly, welcome home!||||One staple of every time we visit is to go to the spa. The water journey includes saunas, Vichy showers, tile heated loungers and then ending the journey in the pool area with the hot and cold pools and the large pool with hydrotherapy fountains to target neck, shoulders and back. Many massage options to choose from including therapeutic, hot stone and four-hands synchronized. We received excellent service from our masseuses Salgado, Emilia and Rosales and Emilia A, for our hot stone massages during our stay.||||Meals are always a great time to enjoy a beverage, conversation and excellent food and service. There are so many wonderful dining options at The Grand and the entire Moon Palace property it is difficult to decide where to eat. One of our many favorite dining places is The Grill. It is an Argentinean steak house with so many great entrees and starters. One of the best starters is the empanada’s they are so good. The steak choices are wonderful and can switch it up if you like with chicken, salmon or tuna. We received excellent wine suggestions from our sommelier, Memo who provided excellent wines for the group that quickly became new favorites of the group. Juan Carlos provides service to your table that is amazing through presentation, recommendations and wanting for nothing as Juan Carlos and Javier have it covered. Another great place to eat is Jade, which is an Asian cuisine restaurant. Jade has many wonderful choices from sashimis, sushi to noodle, rice dishes. The crispy salmon roll is a favorite among the family along with the spider roll. Jessica, the hostess, was great in welcoming us and getting our tables situated for our group. Another Jessica and Yoel provide great service and was extremely helpful with menu questions and was on top of all of our needs through out our meal. In addition, our sommelier, Miguel was great in suggesting options for the type of wines the table was interested in with the meal. I was able to get a quick picture with him that you can see in the pictures section. The manager Ignacio does a great job with the staff to get them trained and prepared for the roles that they play in the dinner service.||||Our group went to Sunrise and dined at Gondola, an Italian restaurant with variety of pasta and non-pasta dishes. A non-pasta dish that I enjoyed was a bacon wrapped chicken entrée, it was very good. We have good service from River and Martin during our dining experience. Another great place for dinner is Habibi with Lebanese cuisine. Lots of good options. Including the Kachapuri which is Lebanese bread boat with cheese and an egg baked on top. Once the dish comes out to the table the server mixes the egg and cheese together on the bread, a very very good dish. We received excellent service from Metztli and Eric, who did an excellent job with dinner service. Another great option for dinner is JC Steakhouse at The Grand. Have a wide variety of steaks and sides to choose for your dining pleasure. Our group enjoyed the crab cakes and the flank steak and sirloin filet and the picanha a 14 oz steak. The menu states the picanha is for two people, however if you have a healthy appetite this can easily be a meal for one person. Next time I will get a picture of the picanha to show the size. We had excellent wine recommendations again from our sommelier Memo and great service from Javier who was very attentive to our group and our needs, especially when we wanted to order more starters and entrees after completing them. Another great place to eat is Tavola, an Italian restaurant. Options here include pizzas and many pasta dishes to get your fill. Meatballs are a great starter for your meal and the soup and risotto are very good choices as well. The desserts are great as well with the bomboloni (doughnut) and the Stracciatella ice cream with vanilla ice cream and chocolate flakes or chips. Our group enjoyed our wine selections from the sommelier Fernando and our servers Edson and Laura were great in assisting with dining choices and making it a great meal. The manager Antonio is amazing and you can see the time and effort and training Antonio gives to the staff to set them up to be successful. Antonio warmly welcomes the guests to Tavola and checks in to make sure your dinner and experience is very good. ||||Of course you need to start your day off right with breakfast, either by ordering room service or heading to one of several choices to get breakfast. One morning our group went to Nuzic to have breakfast at El Manglar which had a buffet style breakfast with an omelette station with Elyn making excellent omelettes and having good time and conversation with you while your and others omelettes are prepared. Overseeing the breakfast operations was Maria the manger, Maria is very welcoming to the guests and does a good job in working with the staff to make sure your breakfast experience goes very well. Another great option for breakfast is Cusco which also has a buffet style and omelette station to get you going in the morning. One nice benefit of the Cusco breakfast is ice cream is available to help start your day with something a little sweet. Our servers were excellent each time we were served by Yulisa and Martin; they do a very good job in helping those morning breakfast needs, coffee, especially for those sleepy heads. ||||Lunch is usually getting something from the pool menu and of course drinks, and at the diamond pool at The Grand, Rosa and Monica have you covered for food and beverage needs. Both Rosa and Monica do an excellent job keeping your drinks coming and your food needs met. The group always enjoys going to Los Tacos for lunch where you can have tacos from different regions from Mexico. Our group enjoys the Al Pastor and the Cure for the Irish Flu and when it is mango season, the mango on a stick with Miguelito seasoning on it. We received excellent service from Guadalupe, Felipe and of course Luis HiChem. ||||The pools deserve a special mention, especially the diamond pool concierges in all that they do to assist you in relaxing by or in the pool. The group is led by Israel, the supervisor, and Israel gets to know the guests and find out what it is the guest might need as they relax by the pool. Israel trains the pool concierges to follow his leadership and make sure the guests are very well taken care of during that day’s visit to the pool and the rest of the guests stay. The diamond pool concierges that we received excellent service from included: Jeronimo, Esmeralda, Miguel and Cruz. Maybe while you are at the pool you want to be a little more active, no problem the entertainment staff at The Grand by the Olympic pool has got you covered. Choices include water aerobics, water spinning class, volleyball, crazy games and more, there is something for everyone. The entertainment staff that does an excellent job in putting on these choices and making everyone feel included. Those doing a great job include: Fania, Xienma, Antonio.||||Speaking of entertainment the shows at night are excellent from the mentalist, David Magee; the Michael Jackson experience, fuego (fire) show or Rock of Ages and many more shows are amazing to see. Either before or after the show, check out Kassette, the karaoke bar in The Grand Lobby to channel your inner singer. Kassette is open to all ages until 9 pm and after 9 pm you must be at least 18 to enter. Sharon and Mariel bring energy and enthusiasm and are experts at getting you in and cued up to sing your heart out. ||I would be remiss not to include all of the wonderful drivers who assisted us in getting to our destinations during our stay. We received excellent service from Paulino, Yair, Gill, Alejandro, Ismael, Jose and “Flo”. Finally, a very special thank you our butlers, Alfredo, Edgar and Tony for providing really, really, outstanding service during our trip and assisting my 82 year old father with requests and assistance.||||In summary, another excellent vacation spent with family and relaxing thanks to the staff and enjoying the many amenities and experiences of Moon Palace The Grand. We cannot...