Scott Wang
We are a family of five staying at The Grand, and unfortunately, we cannot give this property more than two stars.
On our second night, we found a cockroach in our room. Guest Services arranged fumigation, but our request to switch rooms was declined. As a result, we lost access to our room for part of the day during the fumigation.
The hotel feels outdated overall. During our 7-night stay, the elevator in Building 94 was broken the entire time and never repaired.
The shuttle system is poorly designed. The back of the lobby serves as the main hub, which means that if you need to go to another resort or join an excursion, you must walk from the back of the lobby all the way to the front, where all lobby-to-lobby transfers and external transportation depart.
The food is just average. We dined at Habibi, Casa Mia, Jade, Grand Buffet, The Grill, Cusco, Tavola, MOMO (Sunrise), and Caribeño. None of them impressed us enough to go back. The alcohol is extremely weak—asking for double rum still tasted like nothing. Service quality was inconsistent: while some staff were friendly, at least half were not. A specific incident at Casa Mia stands out: a server broke a glass and shards flew toward us (including our kids wearing Crocs), yet he did not even offer an apology. Fortunately, no one was hurt.
The water park is great, and the playroom staff consistently showed friendliness throughout our stay. This is honestly the only reason I’m giving the resort two stars instead of one.
Lastly, the membership sales pitch was far too aggressive. They claimed it would take 90 minutes, but it dragged on for over three hours with three rounds of salespeople. You do get a $500 credit if you resist their tactics. We were prepared (as friends warned us from their experience last year), but even then, some moments felt overly pushy.
Overall, we do not plan to return to Moon Palace, nor would we recommend it to others.
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.
Quang Vu
We came to stay at the Grand in 2022. Experience was so phenomenal that we saved up for our 2nd stay in November 2025. Most everything was as good as the first time except room quality and housekeeping service. We were warned about the sales pitch so we never took the bait. Note worthy improvement over 3 years ago is the addition of indoor bounce house and expansion of game room for the kids. Also, they have some great show in the “Theater”. Here money talks! If you want good service, you have gotta tip. A couple of bucks go a long way!
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.
Kruti Patel
"I recently had the pleasure of staying at The Grand Moon Palace, and it truly exceeded my expectations! From the moment I arrived, I was impressed by the impeccable service and attention to detail. The resort's restaurants were a highlight, offering an incredible array of culinary delights that left me wanting more. The staff and servers were amazing, always going above and beyond to ensure a seamless and enjoyable experience. Spa was incredible. Overall, it was truly the best experience ever, and I can't wait to return!" 🌟👏
My Booking
