Elif
We were very excited to visit this hotel and eagerly looked forward to our check-in day. The welcome upon arrival was lovely, which set high expectations given the price we paid. However, things quickly went downhill.
After check-in, no one gave us any information about the hotel, leaving us to figure everything out on our own. We also noticed staff in suits everywhere, and out of curiosity, we approached them for more details. That’s when we got caught in a frustrating spiral. We were told there would be a 90-minute “presentation,” but due to their insistence, we ended up losing six hours of our day listening to a pushy sales pitch for a membership. The salespeople, who were initially polite, became rude when we didn’t respond as they hoped.
Our room was close to the beach, but transportation around the hotel relies on golf carts. If you’re far from the main building, walking is impossible, and sometimes we waited up to 30 minutes for a cart. While we were greeted with flowers upon arrival, checkout was the complete opposite, with long wait times despite the hotel being mostly empty.
To make matters worse, our room wasn’t cleaned for three days, which was very disappointing. However, I don’t want to be unfair—most of the waiters and golf cart drivers were excellent and very kind.
In short, apart from the food and the kindness of some staff, this hotel does not justify its high price point. Losing six hours to a presentation alone was incredibly frustrating, and I wouldn’t recommend this experience.
Danielle Kay
WOW - I have to admit, I got into my own head about the reviews I was reading here just before we left for our trip, but those fears were assuaged when we checked in and spent a week here as a family of four. This is the only resort I've ever been to that I can confidently say I would return to. Some of these negative reviews are so laughable; let's go through a few:
1 - "It took forever to walk/get to my room/the lobby/anywhere."
You chose to stay at a 123 acre property, literally the largest resort in all of Cancun, and you're whining that it took time to get to your room? Despite there being 12 passenger golf carts offering transportation every 5 minutes? Were you hoping to teleport? We never waited more than 2 minutes to be picked up, regardless of our intended destination. Yes, things are far, because you're not at a 12 room boutique hotel. You chose this.
2 - "The beach was murky/gross/not crystalline blue."
Yes, it's called nature, have you heard of it? Breaking news: the ocean contains plant life. Sometimes these wash up on the beach. More tonight at 6. In all seriousness, the beach was beautiful - the sand is super fine, tractors do passes in the mornings to remove washed up algae for the uber-privileged tourists, and there was never a moment where we felt we had to get up early and "save" a beach chair, because there were always some available.
3 - "We had to make reservations for dinner/we couldn't get dinner reservations."
Yes, as discussed, you are at a hotel with 3,000 rooms and up to 10,000 guests at a time across all three properties. Surely you understand the need for restaurant staff to plan and prepare for the dinner rush? Opening an app and clicking "reserve" is too difficult for you? We stayed one week and I never had trouble getting a reservation at any of the restaurants. We tried a different one every night, it was amazing. It's all done through your phone, and one supposes that if you waited until 4 pm to attempt a reservation, you might be out of luck. But if you're a functioning adult who knows how to plan ahead, you'll be fine.
4 - "The room had issues I chose not to communicate to staff until I mentioned it in this review"
I mean, these are hilarious.
This hotel was incredible, the staff were beyond helpful and kind, my kids had the best time of their lives, the entertainment was amazing, the water park and play areas were life-savers, the food was delicious. If you need constant 1-1 attention, if you want a hotel whose amenities are all within spitting distance, if you can't manage to decide where you want to eat dinner without someone intervening on your behalf...cough up the money, get a butler and go stay at a boutique resort. The only issue this hotel seems to have is hosting guests who don't know how to manage their expectations.
5/5 - would return, would highly recommend.
C S
I recently stayed at this resort with my family, and I can honestly say it was one of the worst vacation experiences we've ever had. Upon arrival, we were excited, but that excitement quickly turned into frustration when we discovered flooding in our room.
We contacted the hotel staff immediately and were given assurances that someone would be sent to address the issue. We waited for over 8 hours, only to be met with empty promises and no sign of help. As a family traveling with young children, it was incredibly stressful and disappointing. The kids were confused and upset, and instead of enjoying our vacation, we were left to deal with the mess ourselves.
The lack of communication from both the staff and the manager was appalling. We felt completely abandoned and unvalued as guests. For a resort that charges top dollar, the service was shockingly poor. Our vacation was essentially wasted, and we left feeling frustrated and upset.
I would not recommend this resort to anyone, especially families. Save your money and find a place that values its guests and provides the service they promise. This experience has left us with nothing but bad memories.
Update next day- We reached out to the business center regarding our concerns, but their response suggested that this was a typical situation for them. They seemed unconcerned about the inconvenience we experienced and were unwilling to escalate the matter to management, despite their role as the on-site management team. After spending an hour discussing the issue, the best resolution they could offer was a refund of less than 1% of our night’s stay. This is simply unacceptable!
Mohsen Norouzi
We booked a five-day, four-night honeymoon package at the Grand Moon Palace in Cancun, expecting a luxurious and memorable experience, but it turned out to be extremely disappointing. Here are the issues we faced:
1. Unpleasant Room Location and Odor: Our room was directly in front of a public restroom, and the unpleasant smell from it constantly filled our room. Additionally, the room had no beautiful view—just an industrial-looking park.
2. Disturbing Noise All Night: Every night, workers in the park across from our room would run compressors, assemble scaffolding, and paint until morning. The constant noise made it impossible to sleep.
3. No Honeymoon Perks: Despite paying significantly more than a standard room, we received no additional amenities. Not even a simple bottle of champagne or any thoughtful touches for a honeymoon were provided.
4. Poor Service: Even for basic requests like water, we had to call hours in advance, and sometimes the requests were not fulfilled at all. Our room was also not cleaned properly.
5. Had to Walk Two Kilometers for Water: On multiple occasions, I had to walk two kilometers from my room to the lobby just to get water, and then walk all the way back. No transportation service was available to assist, making this a frustrating and exhausting experience.
6. Hygiene Issues: Trash was left in the hallways overnight, attracting raccoons and other animals. This not only posed a safety risk, especially for children, but also reflected a lack of proper hygiene standards.
7. Dirty Dishes: It seemed like dishes were not properly washed and reused for serving food again.
This was supposed to be a romantic and beautiful experience, but instead, it brought us a lot of stress and ruined what should have been a joyful memory. The constant noise, lack of proper service, and poor hygiene even led to personal tensions and arguments between us. This hotel is far from meeting the standards expected for a honeymoon or even a five-star hotel.
Not recommended at all!
Sami Abu-El-Haija
Food is decent overall. However, we got a long hair baked inside of the pastry (at the Grand buffet breakfast). The pools were not heated (not very clean either). The room wasn't very clean (top shelf has SO MUCH DUST) and we saw ants and spiders. heating unit does not function (we came here in December and a notch of heat through the night would have been ideal). check-in took about an hour. Restaurants are usually somewhat empty yet any simple order takes about 45 minutes to arrive. We checked out a day early because we didn't get the 5-star experience that we expected. To top-it off, the check-out process was not smooth. My wife took off her resort bracelet at the room as we exit. They wanted to charge us for not having it on check-out. We said "we will not pay, we are leaving". They said we will not be able to leave the resort. We called 911 and things got resolved (thankfully, we are US Citizens though we never wished we would play that card). Lastly, they will ask you to become a member on your first day. I advise against it (or at least, schedule the tour for your last day not your first day, perhaps your experience will be better than ours).
My Booking
