Moon Palace The Grand

Minchan Kang

Had a very good time! Happy that we chose this place for stay. The one thing was that I did not feel the service was enough for the price we payed, but everything else was amazing and especially the food! The French fries were very soggy and the room service we ordered took a long time to come, but there are over 2000 hotels in this resort. We understand the wait. I hope we can come back next time because it was so much fun!

Dana Knight

Beware of staff at the adult pool I took my 76- and 77-year-old parents to Mexico for the first time on March 9th, 2025. They have never left the US so they were a little nervous, but I re-assured them they would be fine, especially in a 5-star hotel. We arrived on 3/9, were shown to our rooms and had a great evening. The next morning we went to breakfast and then back to the room to change. There was an adult pool directly across from our rooms, so we decided to spend the day there. We arrived at the pool at 10:40AM. After grabbing some towels and settling in, we ordered a margarita followed by 3 bottles of water. After our second margarita we all 3 got into the pool and that’s pretty much where ALL 3 of us lost our memory. Our first margarita was at 11AM followed by a bottle of water. Our second drink was around 11:45AM and in the pool at noon. There are videos on my phone at 12:23 that none of us have any memory of and the last picture on my phone is at 1:08PM. My mother and father had both fallen and were extremely hurt and needed assistance. They asked what happened and I said we must have drank too much. Now mind you, I have no idea what time it is, what the hell happened and I am still drugged up answering their questions. It wasn’t until the next day when I could go back and look at all our phones and piece together as much information as possible. This was my 55th birthday so we all have many years of drinking under our belts. There is no way possible that all 3 of us would have been blacked out drunk in LESS than 1.5 hours, with a full belly, and a bottle of water in between those drinks. And on top it, we only had 2 drinks! And they are tiny drinks, in a little plastic soda cup. I have read 2 other posts where this exact same thing happened to other people at the same pool. Another couple got extremely hurt and customer service response was “they reviewed the CCTV and showed the other couple got hurt falling off a fence they climbed.” Instead, they should be looking at why that couple climbed the fence to begin with. It’s amazing what people will do when they have been drugged. And what is the reasoning. Pure entertainment? My parents were seriously hurt from their fall and could have been killed by these drugs. Customer service reached out to my parents the following day and out of fear my mother reported they were fine. I called them back and had them bring a wheel chair for my father who couldn’t walk since his fall. My mother was humiliated, and I thought best to bring this to their attention after I got them home to safely. I did mention this to the girl at check out and also wrote them an email asking them to look into the incident, watch the videos, and explain how this happened. I would have thought my parents would have been safe in a 5 star hotel but obviously I was wrong. I have spoken to many other people at this resort and they didn’t have any issues so it appears that only some people are targeted. This post is nothing but a warning that there are dishonest employees that work in this resort, especially at the adult pool (since this is now the 3rd reported incident in less than 6 months). If this is a place you have your heart set on visiting, BRING TEST strips and test every drink the staff brings you. And for Palace resorts, don’t send me a message about contacting you and how important safety is to your guests. I have already contacted you and if safety was important, this would have been addressed immediately. How many other unreported incidents have happened here? How many other people need to make the exact same claim before you look into the issue? If anyone was there on March 10th at the adult pool and can help us piece together more information, my email is dknight031070 at gmail dot com. Thank you to the American couple that helped us.

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.

Kadin Arya

We had a very good time. A majority of the restaurants were amazing. We enjoyed the waterpark and the pools as well as other activities such as bowling and the wired lounge. The only notably not so great thing about the resort is the beach.

Ana “ANA” Creadie

The water is filthy and looks like sewage... the smell of sewage in some sections. Don't leave rhe hotel fir excursions they are deceptive about the time you take to drive. Only thing that is good is the food. Will never go back..what is the purpose of going to an all inclusive if you can't use the beach?