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!
Rita Fa
I am extremely disappointed with my experience at Moon Palace The Grand in Cancun. During a sales pitch at the resort, they assured me that the deals I purchased could be used during Spring Break. However, when I tried to book, I was told this was not true. Upon contacting them for clarification, I was pushed around endlessly with no real answers. They never returned my calls, leaving me to chase them with no resolution.
I even showed up at the resort in person during Thanksgiving to address the issue directly, but I was ignored again. The sales team pretended to take my number, yet no one ever followed up with me. This level of disregard is completely unacceptable. While the food and service staff were excellent, the upper management is a disaster.
This kind of treatment is how you lose loyal customers. Beware of what they promise during sales—it’s not always what it seems. I expected far better from a resort of this caliber. I don’t recommend this place.
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).
Prashant Jolepalem
This is a very mid tier resort that is a 4 star hotel at best. There were many disappointing interactions with hotel staff throughout my stay and I have a laundry list of things I was not happy about. I’ll provide just a few highlights:
It took forever to check into my room, no joke like 50-60 min standing at the front desk with a little kid after a 9 hour travel day. Just wanting to get to my room and relax before dinner, I was then forced to listen to a membership sales pitch. I politely declined about 6 times but he gave the hard sell and he kept asking me if I was sure that I didn’t want to find out more, after which I was less polite.
The room we checked into was pretty dirty. Dust mites in the corners , wet floors , stains on the bedsheets. I asked for a roll away cot for my son and it had very clearly visible dust all over the frame and dirty looking sheets. I would never let my child sleep on something like that. The second bed they brought was also dusty, and when I checked under the mattress cover I found a creep looking live insect , I think a centipede. Obviously I wasn’t going to trust another roll away bed from them.
I complained about the above to the manager and they offered another similar room and two spa services as compensation. The room was not available until 4pm the next day and the process to get our luggage shifted and get a new key was very convoluted so that was a big inconvenience. The manager said she would book the spa services for us , but did not. By the time I found out she didn’t follow through the spa was completely booked. She offered $100 off my stay which was a an absolute joke so I didn’t bother to respond. We did get a late check out for a $50 fee , but the least they could have done was given us that as a courtesy.
Many of the staff were not exactly courteous and even openly showed annoyance with many of my extended family staying here. I would never return to moon palace grand or stay at another palace resort
Ameera M.
I just returned from a five-night stay at The Grand, and it was quite the experience! The resort has incredible restaurants, with the steakhouse being my absolute favorite. I went with a group of friends to celebrate a 40th birthday, and we had an amazing time. That said, staying for so many days felt a bit long—it’s definitely ideal if you love lounging by the pool or relaxing on the beach.
The drinks were decent, though some of the soda was a bit off, but the staff and service were top-notch. Overall, I’d definitely return to this resort for another getaway!
My Booking
