Gil Finkelstein (Pinky)
Absolutely Horrible Experience – Stay Away!
If I could give Moon Palace The Grand Cancun zero stars, I would. This was hands-down the worst resort experience I’ve ever had. Do NOT be fooled by the fancy marketing and glossy photos—this place is all about taking your money and giving you the absolute bare minimum in return.
The Food? An Absolute Joke.
For a so-called luxury resort, the food was downright embarrassing. Every single meal was tasteless, stale, and clearly not fresh. It didn’t matter which restaurant we tried—everything was the same bland, low-quality mess. At this price point, I expected at least edible food, but what we got wouldn’t even pass in a cheap buffet.
Unsafe & Outdated Attractions – My Family Was Injured!
Their blue slide is a lawsuit waiting to happen. I got injured, my daughter got injured, and worst of all, our friend’s kid broke his arm on it. Instead of taking responsibility, the staff had the audacity to demand money before they would even help the poor kid—even though we had insurance! This level of greed and negligence is disgusting.
Money-Grabbing Staff with No Genuine Service
Other than the PR people who are just there to manage the resort’s reputation, most of the staff only care about one thing: tips. If you’re not tipping every second, expect to be ignored, get dirty looks, or just receive flat-out awful service. It’s a constant hustle to squeeze more cash out of you.
$11,000 for Two Rooms – And They Couldn’t Even Clean Properly
We had to beg to get our rooms cleaned. When they finally did, it was a joke—they left one towel for four people across two rooms. How does that even make sense? At this price, I expected world-class service, but what we got was worse than a budget motel.
Final Verdict: A Shiny Scam
This resort is all about the illusion of luxury. Everything looks nice on the surface, but once you’ve paid, you see their real face. It’s like peeling an onion, only to find it’s completely rotten inside.
I will never return to this hotel or any other in their chain. If you value your money, safety, and sanity, stay FAR away.
The resin I'm even giving 2 stars is because their PR staff that help us all the way with their own employees!
carlo guzman
Review of Moon Palace The Grand Cancun
I stayed at Moon Palace The Grand Cancun with my family of six, and while the resort itself was impressive, my experience was a mix of highs and lows.
The Good:
Food: The dining options were excellent, with a variety of restaurants offering delicious meals and plenty of choices to suit different tastes.
Room: The accommodations were comfortable, well-maintained, and luxurious, making for a pleasant stay.
Pools: The pools were fantastic—clean, spacious, and perfect for relaxation or fun with the family.
Entertainment: The resort provided plenty of entertainment options, from live shows to activities, ensuring there was always something to do.
The Bad:
Customer Service: Unfortunately, this was the biggest disappointment. I had booked two adjoining rooms well in advance to keep my family together, but upon arrival, I was told that while my rooms were available, they were not together. Instead of accommodating the original booking, I was told I would need to pay an extra $1,500 USD to have the rooms next to each other. This felt unfair and was a frustrating start to our vacation.
Overall Impression:
The resort itself is beautiful, and the food, rooms, pools, and entertainment make for a great vacation experience. However, the lack of flexibility and poor customer service regarding room arrangements left a negative impression. If management improved their handling of such issues, it would truly be a top-tier resort. 3.5/5 stars.
J P
Moon Palace - The Grand Cancun All Inclusive- Just Beautiful!
We stayed here for a couple nights and it felt so short for us. It should have been longer.
Hotel - Very Fancy layout
Staff - No complaints! All great and helpful
Buffet - Lots of food and choices
Restaurants- JC Steakhouse and Circus- Very nice experience. We loved all the food that we ate.
This place is must visit.
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
My Booking
