Kevin Wood
Although it’s all inclusive and right on the beach, hardly anyone went to the beach because the smell was so strong and there was so much seaweed. No one in our large group wanted to go near the water because of the smells. The service was quite good. The only bummer was the cleaning staff threw out a couple of our toiletries by accident, then the hotel staff wouldn’t replace those same toiletries. We also made a few requests for extra blankets and sheets, and they were never fulfilled. The wait staff were all very kind.
The bounce zone at the sunrise hotel was very nice, but they also had a lot of rules and regulations that they were very strict about and it put a little bit of a damper on the kids’ creativity and fun. It’s a very nice facility though.
The bowling alley was also very nice, but it also had a couple broken lanes when we were there.
All in all, it was a very fun and enjoyable place and experience for our family, but there were several different things that might have dissuaded us from booking had we known about them.
Evan Elias
The biggest downside of this whole trip was definitely the food. Honestly, that’s our only major complaint. We didn’t want to leave a review right away, thinking it might’ve just been us — but after asking around, 5 out of 5 people we spoke to felt the same way.
Even the Mexican food, which we had high hopes for, was very bland. No seasoning, no flavor — not even a hint of spice. The Italian food was okay, but nothing special.
Another weird thing was the alcohol. For some reason, no matter what we drank, it just didn’t hit. I’m not even a regular drinker, especially not of hard liquor, and I still couldn’t catch a buzz. We tried different types, but it was just off.
That said, the place itself is great for kids — lots of fun and family-friendly. But if you’re a foodie or even just hoping for decent resort food, this might not be the spot for you.
I’ll say it again
to be fair, it’s a great place for kids — very family-friendly and fun. But considering how much we paid, we honestly didn’t feel like it was worth it. The food and drink quality really brought the whole experience down.
Omar Molina
Our recent stay at Moon Palace Grand Cancun was nothing short of amazing! We traveled as a family group that included my brother, his wife, their 15-year-old daughter, my wife, our 15-year-old niece, and our 91-year-old grandmother who required a wheelchair—and the care and service we received truly went above and beyond.
A special shoutout to three outstanding drivers: Angel Cohuo (Palace Elite), Thomas, and Andres. These gentlemen were incredibly attentive and thoughtful every step of the way. However, Angel Cohuo stood out as a shining star—he was simply over the top in how well he cared for our group’s needs. I honestly see Angel as future management material for Palace Resorts—he embodies everything you’d want in a leader!
Another highlight of our trip was discovering the Karaoke Lounge, which quickly became our nightly tradition. We even reserved the VIP room twice so our teenage nieces could join in before it turned adults-only after 9 PM. Huge thanks to Jesus (Chuy), Ulises, and Sharon—they were fast, attentive, and even joined us for a few songs, making the experience incredibly memorable.
Also, hats off to “Super Mario” the Bell Boy, who made our arrival and departure completely seamless, safe, and fast. With such a big group and mobility needs to manage, this made a huge difference in our experience.
A Few Suggestions:
- We wish there were more teen-friendly options available after 9 PM for the 14–17 age group.
- Our group enjoys Don Julio 70, but by early afternoon, most bars were out and unable to restock until the next day. If it’s part of the all-inclusive offering, we’d expect it to be consistently available.
- The coffee shop wait was quite long (minimum 45 minutes to an hour) at almost any time—maybe an additional coffee location could help ease the lines?
- As Palace members, it felt unnecessary that my brother and I had to do separate presentations. I was very clear that unless there was a compelling reason for me to buy a separate membership, I would continue using his VIP access. In fact, had we done the presentation together, we might have upgraded to Diamonds right then and there.
- Lastly, we’d love to see more breakfast options beyond the buffet—something a bit more flexible or à la carte would be great.
That said, these are minor things compared to the overall experience. We truly love the Palace Resorts, and we’re beyond excited that my brother upgraded from Elite to VIP this trip! We can’t wait to visit Punta Cana Grand once it opens. 🌴
Thank you, Moon Palace Grand, for another unforgettable vacation. Until next time!
Amal Mohumed
We brought our two daughters to The Grand to celebrate their birthdays — one early birthday, one a little late — hoping to make some special family memories. Sadly, the experience didn’t live up to our expectations.
We’ve stayed at other all-inclusive resorts in Cancun before and always felt taken care of, but the service here was disappointing. We had booked a birthday dinner at Circus restaurant, thinking it would be a fun, memorable night for the girls. All the other tables had staff attend to them and sign happy birthday while we didn't receive that. Our girls were excited every time they saw the staff attend to someone else's table and couldn't understand why no one came over to ours.
Later in the evening, all the birthday kids were invited up on stage with individual cakes. Our girls received one cake to share and were confused as to why they had to share. Although a second cake was eventually brought out, it felt more like an afterthought than a thoughtful gesture. It was uncomfortable and not at all the special moment we’d hoped for.
To make things worse, our room wasn’t very clean. The pillowcases were stained, dirty, and we had to ask more than once for them to be changed. Even the bathroom mirror hadn’t been cleaned when we arrived up to the day we left.
We really wanted this trip to be something magical for our girls, but unfortunately, it just didn’t feel that way and the hotel didn't do anything to fix the problem.
Deon Taylor
Fantastic resort!! Everything about this resort exceeds expectations!!! It is like a little city of vacation goers! The ONLY negative about this place is the location. It is south of the hotel zone and the Beach in that area isn't as good as the resorts located in the hotel zone. There is a water park and there are plenty of pools to more than accommodate the lack of beach scenery. I highly recommend this place!
My Booking
