The Grand Buffet @ The Grand Moon Palace — Restaurant in Quintana Roo

I enjoyed my buffet visits for breakfast with my daily omelet and coffee. But Tuesday Nov. 14, 2023 at around 9:20pm. Arrived at the buffet for a late dinner after a long day at Xcaret which was exhausting. We entered were asked our normal room number how many in your party. We were then seated. My wife took the kids and step dad went to get food. The waiter asked for our drink order mind you I'm legally blind. So I order 3 coffees and 3 waters. A couple minutes later the hostess comes to the table and asked me by any chance do you have a long sleeve shirt to put on because you're wearing a muscle tee and cannot be in here I then told her we just got back from a long excursion we rushed in here to eat there's only a couple people here I was told if I don't put something on I need to leave immediately. I also said why weren't we informed this at the door nothing was sad then another supervisor or so came to me and said either you put something on or you need to leave I told him let me wait for my wife so that she can walk me out because my vision is really impaired I cannot get to where I need to be. My wife then asked what can I get him some food so he can eat outside they said no you cannot do that after that my wife walked me outside to a tapas place and I took a seat the waitress there asked me would you like anything to drink I told her I'm upset because I was kicked out of the buffet for having a muscle tee on she said why did they kick you out where you already seated I said yes she said a rule of thumb here is you're not supposed to wear a muscle tea at night for dinner but if you are seated and given some type of order or something and no one had asked you you should have been served by that time the the rule has been thrown out the window because you were accepted The hostess should have told you you couldn't enter at that point I was highly upset. The next morning we talked to public relations and they said we're sorry that is a rule but was there anything we can do for you I told him no just train your employees because that is not fair for someone to be seated and have food given to them is my wife showed up literally one minute after I was told the second time with our food and then basically you're taking my food out of my mouth cuz I was starving after a long day at xcaret. Unfortunately the buffet was pretty good in the mornings but that night supervisor a gentleman with glasses was kind of rude and unfortunately he put a dent in the...

I had a very unpleasant experience during my recent stay at this hotel, and I would like to share the issues I encountered:

Poor soundproofing: The rooms have extremely poor sound insulation. Noise persisted from 6 AM until midnight, severely affecting our rest. Room arrangement issues: We booked a room with two beds, but upon arrival, we were informed that only a one-bed room was available. Despite requesting an extra bed, it was never provided throughout our six-day stay. As a result, my family of four had to squeeze into one bed, which significantly impacted our sleep quality. Faulty door lock: Our room's door lock malfunctioned due to a dead battery, leaving us locked out for over an hour before it was fixed. No compensation or apology was offered afterward. Ineffective "Do Not Disturb" mode: Due to the noise at night, I tried to catch up on sleep during the day by enabling the "Do Not Disturb" mode. However, housekeeping repeatedly knocked on the door, further disturbing my rest. Unsafe facilities: The room had broken and sharp-edged steps, which posed a constant risk of injury to my children. Such hazards should not exist in any hotel, let alone one at this price point. Overall, I believe the service and facilities provided by this hotel do not match its pricing or reputation. I hope the management addresses these issues to improve the experience for...

I was so disappointed of the staffs here yesterday morning. Here what happen we were having breakfast the 4 of us then my 2 youbg adult daughter woke up late so have to wait for a table .the waiter show them to a table happen to be behind us. A VIP customer came back with they plate of food and told us this was they table so as a cutesy i oftern that move my daughters to our table cause we finished anywhere so they did not have find another table. They said it was ok so the husband went to get the manager on duty. I throught this was over.the manager came back to me and totally accuse of taking the table .she said she seated the VIP customer herself . She does not let you explain Accuse us her customer of lying and because we were not a VIP level we are at fault. We finished left the restaurant so our 2 daughters was still eating breakfast she went to one of them and ask them to cover up . She prepercely target them to let out her own anger. My daughter had a proper dress code. Morales of thia story is if you are not VIP or Diamond members you will...