Chandler Mount
Thanksgiving week 2025.
We had a great week at Moon Palace The Grand. The property is beautiful, the beach is clean thanks to the seaweed barrier, and the staff throughout the resort are consistently warm, attentive, and professional. Our suite was spacious and comfortable, and the app made ordering amenities easy. The resort’s size brings a lot of variety, from shows to restaurants to wildlife you don’t often see at a smaller property.
The Thanksgiving dinner event had some operational challenges, mainly due to everyone arriving at the same time and a single check-in point that created a bottleneck. The atmosphere, food variety, and live music were all strong elements, and with a few adjustments—such as staggered entry times, clearer station signage, and more flexible seating—the overall experience could work extremely well. The foundation was good; it just needed better flow and communication to match the effort put into the production.
The biggest area that needs clearer communication is the resort credit system. We booked spa and excursions before arrival without knowing about category caps or the 16% service fees, which led to unexpected charges at checkout. The staff ultimately resolved the issue, and the sales team was polite and respectful throughout, but clearer upfront guidance would help guests avoid surprises. Overall, it’s a beautiful resort with excellent service, and we would return—with a better understanding of how the credit system works.
Plaza 336 Greenway Village
Great waterpark, decent beach, dated rooms, above average food at the restaurants. Greens and fairways in good shape. Overall a great value for all inclusive.
The service is lacking. The staff tried their best for the most part but the fact that the resort was overbooked didn’t help.
Bell boy lost our bag the day we checked in, they found it after 3 hours. Kids couldn’t go in the pool/beach till then. Long wait times for shuttles, food and drinks. Didn’t get the pizza that I ordered by room service one night (room service claims they knocked on my door and left after no one answered). Didn’t bother ringing door bell or calling. Kids slept hangry.
When paying $1100/night for a room you expect a certain level of service which you cannot expect here during long weekends. I love leaving 5 star reviews for businesses, but I feel a little disappointed this time. Had a pleasant experience when visited last time in 2022.
Prashanth GanapathyRaj
The hotel is great to visit with kids. Lots of activities for kids. Water park and wired lounge were the highlights for kids. WiFi was good and the hotel app was functional. Most restaurants are great food. Tavola, Habibi, boulongerie and the Library speakeasy bar stand out. But the service in other restaurants and room service can be a hit or miss at times. The beach is narrow and not very clean due to seaweed and not very usable due to coral reef near the beach. The time share sales process is excessively high pressure and long. 1.5 hours presentation became nearly 2.5 hours. The ways to use credits not 100% clear. Tour pricing not being transparent makes the decision to pick how to spend the resort credit way harder than it has to be. Overall good place for the price. It was something for anyone.
Alex Hu
Good:
Food- almost all meals were great, and I left more detailed reviews at the individual restaurants. Service was much better than what you get in a typical US restaurant.
Pools- there are so many pools; Olympic sized lanes, and kid pools of various temperatures.
Kids play area- the staff at Sunrise play room was so nice and patient, much more than I could ever be if I had screaming kids next to me all day.
Bad:
Shuttle transportation is poor. On property grounds, they're nicer if you tip. The younger seasonal guys that they hire during Christmas season seem to enjoy driving the golf cart like gokarts, and the vacationing guests are chores that they have to pick up. The front lobby bell service want tips as much as Las Vegas bell boys do, and when you call a taxi, instead of getting you a taxi, they take 30 minutes to divert one of their Palace transportation vans on a side job, for cash only of course.
Operations management is poor. We had 2 adults and 2 kids in the reservation; we were given one king bed. It took 5 hours to get a spare bed setup in the room, and of course that bed did not come with a blanket- because we only asked for a second bed. Then it took 24 hours, with 3 app requests, 1 flagging down a staff member who said he's get a manager, and 4 phone calls to get a blanket.
Aside from the above two, everything else is minor. The hot tub pool near building 93/94 needs some cleaning. One room had a cockroach in the bathroom. Several rooms had mosquitos, although insect bites were really only a problem if you walk along the property after sundown. Don't come here for the beach.
Scott Wang
We are a family of five staying at The Grand, and unfortunately, we cannot give this property more than two stars.
On our second night, we found a cockroach in our room. Guest Services arranged fumigation, but our request to switch rooms was declined. As a result, we lost access to our room for part of the day during the fumigation.
The hotel feels outdated overall. During our 7-night stay, the elevator in Building 94 was broken the entire time and never repaired.
The shuttle system is poorly designed. The back of the lobby serves as the main hub, which means that if you need to go to another resort or join an excursion, you must walk from the back of the lobby all the way to the front, where all lobby-to-lobby transfers and external transportation depart.
The food is just average. We dined at Habibi, Casa Mia, Jade, Grand Buffet, The Grill, Cusco, Tavola, MOMO (Sunrise), and Caribeño. None of them impressed us enough to go back. The alcohol is extremely weak—asking for double rum still tasted like nothing. Service quality was inconsistent: while some staff were friendly, at least half were not. A specific incident at Casa Mia stands out: a server broke a glass and shards flew toward us (including our kids wearing Crocs), yet he did not even offer an apology. Fortunately, no one was hurt.
The water park is great, and the playroom staff consistently showed friendliness throughout our stay. This is honestly the only reason I’m giving the resort two stars instead of one.
Lastly, the membership sales pitch was far too aggressive. They claimed it would take 90 minutes, but it dragged on for over three hours with three rounds of salespeople. You do get a $500 credit if you resist their tactics. We were prepared (as friends warned us from their experience last year), but even then, some moments felt overly pushy.
Overall, we do not plan to return to Moon Palace, nor would we recommend it to others.
My Booking
