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!
ashlen james
We stayed at the Grand for a music festival that took place at Sunrise.
Taking 1 star away because everything is quite far away, it is not super accessible, and it can be hard to find a golf cart (my mom had a broken leg and was using a scooter)- but all workers were very helpful and kind in assisting us to and from the different buildings. Just don't go into it thinking that everything is super close.
5 stars for the workers!!! I would give more if I could. Every person I met was so professional, attentive, and hard-working. Bring plenty of cash for tips because they deserve every bit!! Big shout out to Ernesto and Alfredo from the Unique Pool and Felipe from the bar in the main lobby- they were so nice and helpful.
I am not too picky with food, I think the food was good overall, but some restaurants are better than others. The JC Steakhouse, Los Caporales, and Jade were my favorites.
We ordered room service ahead each morning for breakfast(definitely recommend) and they were always right on time !! They also always picked the plates up in a timely manner and we never had issues with that!
The beds were comfy, room was spacious- and we had 4 people staying in it!
Sachin Samaroo
One of the best hotels i have stayed in IN THE WORLD. This place can leave you speechless. Just everything is really great. From the moment you step in it just puts you in awe. Front desk an concierge is helpful. Bars were great however the ones by the pool did seem to water down their drinks. Everywhere is beautiful.
Just an absolute plethora of food. If you need any recommendations for restaurants the Peruvian place Cusco was absolutely the best, even some of the best food I have ever eaten!! Room service is quick an security is excellent. If you are lucky you may seem some wildlife too! Great scenery and a lot to walk. The bar that is right on the beach was phenomenal along with the main bar in the lobby. But the beach bar is not as packed and has a coconut bar nearby it too so check that out!
Water park and play center was a blast for the kids.
My Booking
