Mina Safain
when We checked in it was a very long process. Most importantly we Requested a crib for our 2 year old. Contacted many people in resort with no crib arriving. Impossible to have someone call you or respond. Finally got a crib at 10 pm. In addition, Counter tops are dirty. Hairs and smudge marks all over counter top. We were offered a 100 dollar credit and a free 80 minute massage by public relations. I told the public relations person my wife had a massage booked. She looked up time and said it would be “credited within 1 hr”. Then they reversed this and said we could only book a new one. Takes 10 emails and phone calls to deal with it. So eventually I just dropped it. They did credit a 100 dollars which is more like an insult than actual compensation considering how much this place costs.
Things were getting better. Pools were great so far. Lots of activities for kids. Food is moderate. Room is spacious.
However now after the debacle with the crib and them taking back their word on the massage now there are cockroach in our room and in the buffet. Counters are not cleaned. Pictures and video below. Impossible to get towels at certain pools.
The people overall are very nice and courteous but it is that “fake courtesy”. This is in no way a luxury resort. Would not ever stay at this companies properties again.
Will try to enjoy rest of vacation.
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!
Chandler Mount
Thanksgiving week 2025.
We had a great week at Moon Palace The Grand. The property is beautiful, the beach is clean thanks to the seaweed barrier, and the staff throughout the resort are consistently warm, attentive, and professional. Our suite was spacious and comfortable, and the app made ordering amenities easy. The resort’s size brings a lot of variety, from shows to restaurants to wildlife you don’t often see at a smaller property.
The Thanksgiving dinner event had some operational challenges, mainly due to everyone arriving at the same time and a single check-in point that created a bottleneck. The atmosphere, food variety, and live music were all strong elements, and with a few adjustments—such as staggered entry times, clearer station signage, and more flexible seating—the overall experience could work extremely well. The foundation was good; it just needed better flow and communication to match the effort put into the production.
The biggest area that needs clearer communication is the resort credit system. We booked spa and excursions before arrival without knowing about category caps or the 16% service fees, which led to unexpected charges at checkout. The staff ultimately resolved the issue, and the sales team was polite and respectful throughout, but clearer upfront guidance would help guests avoid surprises. Overall, it’s a beautiful resort with excellent service, and we would return—with a better understanding of how the credit system works.
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.
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.
My Booking
