Brian MacLusky
The resort is nice, I'm not an avid all inclusive traveler but to call this 4-star accomodations is not true. Some of the basics such as lack of towels every day at the pools of a very annoying thing. The doors in the family connected rooms blocks the air conditioner if you have them open, room cleanliness is okay, there were some fake lashes on one of our towels, the outdoor furniture is stained, there is some mold in the showers in the corners. The peep hole to look into the hall way is fogged in a way you can't see, one of the reading lights is broken the elevator in our building the down button doesn't work so you can never get it. The wifi strength of signal is okay in our building but the throughput is nothing so devices connected to it can't always get to the Internet. Not a great beach for swimming considering the seaweed. That being said I wouldn't normally be so critical but we were convinced to do the "90 minute" presentation to join the club. The sales pitch is 2 hours without breaking a sweat you'll meet with 3 main salesman then one last one that sells you a coupon before leaving then walked out by one person that will give you their number to call them. Besides all that they gave us $500 off the room for attending, but the reason for the criticism the memberships start at 150k USD and it goes up to 1.5million. this isn't for prepaid vacations it's for a discounts on x amount of weeks of vacations. At that price point I expect more... Much more.
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.
Mark Jones
As a member of palace resorts, I expected a higher level of service from these folks. Room issues weren't attended to promptly, questions about our stay after the fact get no response at all from their service dept. The resort is beautiful and we enjoyed our stay but couldn't get dinner reservations at most of the restaurants, they cancelled excursions and offered nothing in return. Probably time to book somewhere else next time.
Iain McHugh
Dad+3 stayed 6 nights in a Family Suite, a connecting King room and two double bed room. Both sides were massive and each had a large indoor whirlpool tub near the balcony door. Bathrooms were very nice, except that on 3 occasions, there was no hot water, and on one of those, there was no more than a drip of pressure.
The food on the resort was great in the buffets, but left something to be desired in the restaurants. Particularly the JC Steakhouse. We spent over 2 hours in the restaurant and had only mediocre food and servers who continually brought the wrong dishes to our table.
Tavola, the Italian restaurant has good pizzas, but little else on the menu was remarkable.
Caribeño, the seafood restaurant, had only 12 main course options to choose from. The dish I chose there, braised short rib, was a single rib, and about 2 tablespoons of rice on a plate. The meat was ok, but the time it took in only a half-full restaurant (30 plus minutes for mains) was excessive.
We attended an evening show every night, and these should not be missed. Most start around 9, so even with the excessive dinner service, we made it to all of them on time. The magic and comedy show was our favorite. The Mexico show is also very entertaining and interactive.
The Water Park at this resort is where they set themselves apart. Best service on the property, as-many-as-you-like towels, plenty of seating (shade and sun) and food options within the park. There is a lazy river, two two-peraom raft slides, four "racing" slides, and a large water playground with smaller slides for little ones. Also, a two wave Wave Rider on site is free to use (but the lines pile up to 45 mins plus mid day. Go early!)
Overall, I would recommend this place if you've never been. It is something to behold, even by all-inclusive standards. If you stay at The Grand, you have access to the adjacent Sunrise and Nizuc properties and amenities as well.
We may stay someplace else or try another Palace property next time. Maybe Jamaica?
Janis Cochran
This place is one of our family favorites. It's location is nice as it is minutes from the airport. Staff is always so friendly and helpful. Rooms are spacious and spread out nicely.
All dinners are booked through an app by the guests, unless you're visiting the buffets. The café is always a big hit.
My Booking
