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.
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!
vic carr
This place lives up to its name, everything is absolutely grand. It's three resorts in one
. Buses move people from lobby to lobby, so visiting the other resorts which are also part of your stay. Shuttles move people around the within the resorts, like restaurants, entertainment or whatever building you are staying in. Multiple thing to do within the resorts. Close to 20 restaurants serving cuisine from multiple countries. Steakhouse, hibachi, brick oven pizza and multiple desert, sandwich places for a quick grab and go which is perfect for families or late night cravings. 24hr room service also available. Water parks, miniature golf, bikes, basketball, beach volleyball, kayaks, sail boats among multiple of other things available to you on a walk up basis as part of your your stay. All included. If heading out to the multiple pools, some with swim up bars, hot tubs, golf course, spas, fitness centers, multiple night clubs, theater for live performances, speakeasy lounge or maybe stay in room for a private jetted tub in your room along with your own 5 bottle liquor cabinet with all the glassware and refrigerated mixers you will need. Plus a twelve pack of beer to complete the mini fridge stock. Anything you want or need, this place will make sure it will be taken care of.
Diana A.
We just came back from a 9 day trip, and our entire family had a great time. The rooms are very spacious, and they all have a large balcony. We ate at almost all the restaurants, and everything was delicious as always (this was our 5th time back). We are not part of their membership program, but my kids really enjoy coming back due to the great kids' waterpark and excellent food. Alfredo took great care of us at the Grand Buffet Restaurant. All the staff was very polite and welcoming.
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.
My Booking
