Jason Riggs
I had a medical issue and needed to get to hospital. Zayda and her staff were very helpful with getting me taken care of and even checking in with my family while I was getting care. The resort had great food, lots of options for food, drinks, and entertainment. Habibi had excellent food (breakfast and dinner). My family loved the karaoke and wired lounge, as well as hopping over to the other Moon Palace resorts. Staff all around was incredible. Staff at the water park played with the kids. Lots of pools and options for a quick snack or longer meals. Buffet had a solid breakfast- omelet stand was excellent.
Brooke Christensen
Everything we expected and more. Would 100% recommend to anyone wanting a family friendly resort. The ocean was as expected and we probably wouldn’t go again in May because of it but everything else was perfect. Worth the 5lbs I gained from the amazing food.
One other note: the resort didn’t feel crowded ever, which surprised me. It was so nice.
Masih Family
Our experience at Moon Palace Grand Cancun was beyond frustrating and nowhere close to the “luxury” standard they promote.
Service was painfully slow and disorganised. We waited two hours for basic towels. Two hours — for towels. That is not five-star service, that is unacceptable anywhere. On another occasion, we waited 45 minutes for shampoo, and when it finally arrived, it wasn’t even the correct item. We had to chase again.
This wasn’t a one-off mistake. It became a pattern of long delays, incorrect deliveries, and zero sense of urgency. Every simple request turned into a process.
Communication made everything worse. Many staff members could not speak or understand basic English, which made even the simplest requests unnecessarily complicated. We would explain clearly what we needed, only to receive the wrong items or no follow-up at all. For an international resort that welcomes guests from all over the world, this is simply not acceptable.
There was no accountability. No apologies. No effort to recover the experience. You’re left feeling like you’re inconveniencing them for asking for necessities that should already be in the room.
The property itself may look impressive, but service is what defines a luxury stay — and this resort fails badly in that department.
For the price paid, this level of inefficiency and lack of professionalism is shocking. We would absolutely not recommend this resort and will not be returning.
Mayi Cruz
The hotel is amazing! The food was really good, and the customer service was excellent. Using the app was very helpful and worked perfectly throughout our stay. The only downside is the beach, but the hotel does such a great job with everything else that you hardly worry about it. The nightly shows were enjoyable, and the resort is very large—so be prepared to do a lot of walking or wait for transportation. The water park is absolutely amazing and definitely a highlight of the stay. I would definitely love to go back!
AidenBrandsma
Was an amazing trip and thoroughly enjoyed all the commodities the resort had to offer. Unfortunately, as much of a benefit I want to give those cleaning the rooms my brother and I both had money stolen out of our wallets that were zipped up in our bags. Very disappointed and it was more than just a few dollars. Keep your money in the safe provided!
