Lee Yamin
The hotel always replies to Google reviews saying: “If you had told us during your stay, we would have fixed it.” Well, here I am, during my stay, and neither the front desk nor public relations has been helpful in any way. Let’s put that to the test.
Back in 2019, the hotel had a great sales chat service. Now everything is through email (shocking enough), and you get assigned to one single agent. Our agent sent us an offer that had a technical error- and then disappeared for days. No handover, no reply, no one else stepping in. We kept emailing with no response. I can’t believe a hotel of this size operates like this.
We arrived expecting the front desk to at least understand the issue and honor the original terms. Instead, they acted like it wasn’t their problem and offered the same dates and room for 150% more. The supervisor was “in a meeting,” and PR wasn’t helpful either. For a hotel that has so many ways to fix a situation and make guests feel cared for- no upgrade, no discount, no spa credit, so many solutions, they chose to do absolutely zero.
I’m not going to let this ruin our honeymoon, so we ended up booking through Booking- which, by the way, was way cheaper than what the hotel tried to charge us onsite (still much higher than the original offer). But that doesn’t erase how badly this was handled. We tried to deal with it privately, we were ignored for days as well as onsite, and we ended up paying more because of the hotel’s mistake and lack of communication.
Since no one here has taken responsibility, I’m posting this publicly. I expect someone from management to see this and finally offer proper compensation or at least acknowledge what happened- because we definitely did not receive the service or respect we expected, especially for this amount of money and their brand.
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.
David Silver
This is the most luxurious hotel I've ever been to. We stayed at the Nizuk but after doing a sales presentation we're given 2 days worth of day passes for my family. Kids loved the Waterpark and video game area. My mom loved the relaxing adult pools. The restaurants we went to were fantastic. The breakfast buffet was huge and had a massive selection of food. All the staff we interacted with were very friendly. Only negative I saw the whole time I was there, there were a very rude couple from Sunrise arguing with the workers at the beach coconut stand. A few Grand members spoke up to defend the workers, then this couple started being belligerent to the other guests of the hotel. Staff had to come and remove the Sunrise guests from the Grand property. But the Grand is definitly a luxurious hotel in every aspect.
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.
Dr. Ravi B
A GRAND Family Vacation at Moon Palace The Grand!
We just returned from an incredible all-inclusive stay at Moon Palace The Grand in Cancun, and it was truly a phenomenal experience—especially with the Fanstatic Suite! The sheer amount of luxury and space in the suite was a wonderful feature and made our trip feel like a fantastic value and price for a full-resort vacation.
The new property is stunning. The new facilities are top-notch, and the entire resort, from the gorgeous lobbies to the pool decks, is well maintained.
For a family vacation, you absolutely cannot beat this resort in Cancun. The waterparks and kids play areas are all in perfect condition, providing endless fun. The food options are plentiful and delicious—we loved trying all the different specialty restaurants. The light, fire, magic, and dance shows were spectacular! Also, definitely treat yourself to the spa services; the Awe Spa is world-class.
The staff is uniformly happy and friendly, making us feel welcome at every turn. Given the resort's size, the internal transportation is key, and the golf carts taking us around were timely and efficient—we never had to wait long!
A quick note: like many resorts, they may invite you to participate in a 90-minute marketing presentation for their resort membership. If you're not ready to invest in future vacations today, just politely say no—they respect your decision, and it doesn't diminish the rest of your amazing stay.
We had a great time and highly recommend the new rooms and the full resort experience. This is the best place to attend with family! We plan to go back.
My Booking
