lcb seyf

I knew coming during rainy season would have its downfalls. But are they really? Even though the rainy days I was accompanied by good energy and staff who made the best out of the weather. So much respect for that! Ivan at the Mediterranean Grill on the Catalonia side was excellent. I respect the work and effort that they put into giving me an excellent experience. Thank you so much Ivan and team, you have made my stay something I will always remember. The octopus was absolutely incredible. Gracias forever for my amazing memories!

Dave Long

We would just like to say how impressed we were with the food. So delicious and well presented. Just wanted to point out the superior service we recieved from Ivan one of our servers. His way with customers is exemplary. I really hope his managers appreciate the gem that he is. This young man has a real future in food service! Do not overlook his talents! Our waiter Angel was very attentive and caring. These two men made for a perfect evening!

Jose Gomez

During our stay at the resort, everything was pleasant and very well organized by the butlers and their assistants. They were always aware and willing to help and coordinate our activities so that they were always as we wanted. The restaurants we visited were full of good dishes and lots of attention. We are very grateful to the organizers and waiters who made our Romantic Dinner and Birthday night possible. Kudos to Cristopher, Ivan, Valeria, Rogelio, and the guys at B Loved (especially our waiter Antonio). We hope to see you all on a future visit.

Melissa Kennedy

There were a lot of great aspects to our trip, the location is beautiful, the beaches are really nice and great area for snorkeling and the pools and entertainment were great, we enjoyed that this is a bit of a smaller resort as well. We did the Algeria spa Ana and Andrea gave fantastic massages and they were so friendly , I believe its Alberto at the privileged bar he made the best drinks and super friendly and Ivan at Ayami was so kind and attentive. The trip fell short when it came to our room we were in a privileged romance room, after our room was cleaned we went to go relax and there was multiple giant cockroaches in our room (coming from under the bed, the desk and one climbing on our curtains), we went to the front desk and advised of the situation to which we were told they’d have someone to the room to inspect right away, hour and a half later we return to the front desk and no action was taken we were then told we had to make a report with guest services, they met us in our room to check it out. We did ask for a new room at that time as we were quite grossed out but unfortunately they couldn’t accommodate that day due to being fully booked (which is understandable), we were quite frustrated with the situation overall and it didn’t seem like there was much care from the front desk and guest services about this incident, the following day they sent a nice gentlemen to fumigate the room we thought all would be good, but however the next day there was another cockroach in the bathroom. Our rooms were cleaned daily by Angela and looked very nice and she ensured we were always stocked up in our fridge, but there was obviously an access point for the insects to get in but they didn’t investigate this further and just brushed off the incident. The day we found a cockroach in the bathroom we asked for a room transfer at this point which they were able to help us with but they said we couldn’t check into a new room till 3pm so we were out a room from 10:30am-3pm. Our new room was a lot nicer and cockroach free and the cleaning still remained really good. The food itself was okay, our favourite was the snack bar and burger place, the buffets were actually pretty tasty for breakfast and lunch but not so much dinner. The room service food is awful, very stale and can tell it’s old food being served. We initially wanted to plan our wedding at this location and met with Isabella and Erika who were super friendly and provided a lot of great information about the wedding, but due to actions of the front desk with the lack of care and the food quality we have opted to go somewhere else. Overall the resort itself is very nice location for an holiday and most of the staff are very lovely.

Jake Nguyen

I would have given 3 or maybe even 4 stars but they made a child cried and their manager tried to talk their way out without a legitimate apology. We’ll circle back to this. Let’s start with the positive, their beach and location. Very safe and quiet gated community. Clear blue water. Zero complaint. Their rooms: we came as a big group and have multiple rooms. After the first night, we had to change room due to our ac not getting cooler than 80f. Who knew that would turn into an ordeal because the new rooms would have broken refrigerator, broken, rusty faucets, broken floor tiles, or completely broken hair dryer. We ended up staying in the room with rusty faucet and broken hair dryer because we were tired of moving our stuff around. Food and drinks were pretty standard but decent. However, their bars as well as snack bar closed very early. Also didn’t like the fact that certain bar/snack bar only serves their “privileged” members. Need to put up bigger signs if you’re going to turn people away. Now for service/management: While some servers are great, most are only “enthusiastic” once you start tipping. Want your plates cleared at the buffet? Not going to happen unless there’s a tip on the table. Want to go snorkeling? Better bring your own snorkel and life vest because they’re “limited” even though we can clearly see they have them available. Now, how did they made a child cried? They have a daily activities list posted in their website. One such activity was face painting at 8pm. We had to schedule our excursion and dinner in a timely manner to attend that activity. However, though we were exactly on time, they changed their schedule without ever updating their website. So basically there was no more face paint when we got there. It would be one thing to make a child cry, but it’s a whole other when you make a child cry without even attempting to apologize. The manager tried to say it was our fault until I showed him their website and even then he refuses to apologize. One of the girl working there was able to smooth things over by calling the face paint lady back out but at effort or thanks to her manager.

Paul Beyer III

Great trip! Excellent service! Great food! We always felt really well taken care of and safe. Thank you for allowing us to visit. Keep up the great work. We were there during Hurricane Helene and had to rearrange a few things but they got things handled in a timely manner and kept all of us safe. Highly recommend!

Alex Casiano

This resort is a 3 star, not a 5 star. The good: -Lots to do -Decent kids options -Decent dining selection -Nice location and beach The not so good: -Disrepair everywhere. If they’d stop spending so much trying to woo new Diamond Elite members with the stupid back golf carts, they would have a bigger maintenance budget. Things broken and shabby everywhere. The attached pics are from just ONE hallway of ONE building. -Poor service. Expect to wait quite a while, most times longer than reasonable, for many things such as room service. -Mediocre food. It’s okay but Denny’s is above this place to give you an idea. -Running out of supplies. Out of straws, mint leaves, many food options, etc. I get it happens but the resort wasn’t that busy and they didn’t seem to restock through the day. -Poor maid service. We weren’t restocked on many basics like hand towels - just left with none. Or, left with only two bath towels even though we have four people on the reservation. They also don’t restock the coffee, etc. You have to hound them for those things. Overall, it’s a decent 3 star resort if you’re able to stomach the above negatives. If you’ve been to nicer places you will definitely notice the many deficiencies.

Lovely Marshall

All I can say is—mind blown! This was our second time in Cancun, and Moon Palace Grand came highly recommended by a colleague. From the moment we walked into the spectacular lobby, we were warmly greeted by the incredible staff, setting the tone for an unforgettable stay. One thing to note is that unlike other hotels we’ve stayed at in Cancun, Moon Palace Grand does not offer a complimentary shuttle bus—it’s an extra expense. However, once you arrive, that minor inconvenience is quickly forgotten. We were welcomed with a fabulous drink and provided with a tourist guide that helped us plan our activities. We opted for swimming with dolphins, and I loved the fact that the resort arranged everything, including a safe and comfortable bus ride with a large group. It was reassuring to have everything handled by the hotel. Now, let’s talk about the food—oh my gosh! With around six different restaurants, including pizza, a buffet, and a snack bar, the dining options were endless and delicious. Even the food at the water park was top-notch. But the room service was a standout—my child loved being able to order hot wings or pancakes at 2 a.m. and have them delivered promptly. It made the experience even more special. The rooms were spectacular, with a jacuzzi and breathtaking balcony views. The entertainment, especially the fire show, was the best we’ve seen. We were so impressed with Moon Palace Grand that we decided to visit their partner property in Jamaica and received an excellent discount for doing so. The insights and tips they provided us with were incredibly helpful. I highly recommend Moon Palace Grand. Three standout features: 1. The Rooms: Luxurious, with a jacuzzi and stunning balcony views. 2. The Water Park: Perfect for family fun, and you don’t even need to leave the resort. 3. The Food: All-inclusive, high-quality, and absolutely delicious. **Endorsed by Lovely Is YOUR Story. Your outstanding service is our inspiration!**

Amber Muhammad

I have stayed in many resorts in Cancun over the years but by far this is the worst. For how much we paid we were met with absolutely horrible service. The staff are incompetent, consistently gaslight us to mask their mistakes, and treat us with unnecessary attitude and disrespect. Please take your money and spend it at one of the many other resorts in Cancun that will treat you so much better.

Lia

This place is horrendous. I traveled all the way from Florida because my brother, a member, kept raving about how amazing it was. I spent over $3,000 on hotel and airfare, expecting a great experience. Upon arrival, the receptionist offered us an upgrade for over $200, promising a private dinner, early/late check-in and check-out, t-shirts, strawberries, and a drink. However, when we got to the room at 2 PM, it reeked like a cheap $50 motel. To make matters worse, my brother and parents had rooms the same size as ours for less money. The so-called "upgrade" for $200 was simply not worth it. The “private dinner” is in a restaurant full of other people, something they conveniently failed to mention when pushing the upgrade. I tried to get a refund and cancel the upgrade, but the receptionist and Rebeca from public relations were more interested in defending their decision than helping us. The worst part? The room's air conditioning wasn’t working, and the floors were so slippery that my son almost fell several times. This place cares more about squeezing an extra $200 out of you than earning a loyal customer. SAVE YOUR MONEY AND TIME—this place SUCKS!