Name: Moon Palace The Grand Cancun
Address: Chetumal Km 36 5 Cancun Riviera Maya, Cancun, MX

6/10

Pleasant

19 Jul 2026

Evaliz Dieppa

The property is beautiful and well mantained. However when it comes to food it is lacking. We did not have good Mexica food. The desserts were bland and lacked flavor. We were most disappointed with the little to no options for my sons egg and nut allergy.

Family_with_children

10/10

Exceptional

16 Jul 2026

Ariel P

The food and drinks were amazing and all you can eat and drink! Unique flavors from numerous ethnicity's. The breakfast buffet is perfect and has everything to offer. The restaurants are open for breakfast also and are lovely as well. My husband and I had the best day at the golf course. The green was very well kept and the holes were very fun. There was wild life everywhere. We had dinner at the Italian place at the golf course after and it was divine. The couples massage was perfect and the spa area was so relaxing. All of the staff were so kind and helpful. The beach was not the best because of the seaweed but we were expecting it after reviewing the location and the time of year so it wasn’t a hindrance. Our favorite pool was the adult only Unique Day club. We are already planning our trip back. The Grand Moon Palace is an AMAZING all inclusive.

Partner

8/10

Excellent

16 Jul 2026

shyroz

The property , services and amenities are excellent. The only thing was not good is the food. They need to work in international cuisines.

Family_with_children

10/10

Exceptional

15 Jul 2026

raul

everything is greattt

Family_with_children

10/10

Exceptional

14 Jul 2026

Aaron

Really good place. All the kids enjoyed it.

Family_with_children

10/10

Exceptional

13 Jul 2026

Harjeet Kaur

Everything is good

Family_with_children

8/10

Excellent

13 Jul 2026

Jason Michael

We had a good stay. The sales people are annoying and the a/c system didn’t work that great. The kids loved the water park. Good place if you you’re bringing kids. I wouldn’t go here if just adults.

Family_with_children

10/10

Exceptional

12 Jul 2026

Alessandro Mario

The service was impeccable and facilities were super clean. The amenities were top notch and the food options were great! We I’ll absolutely go back.

Family_with_children

8/10

Excellent

12 Jul 2026

Lacie

Everything was great except they did not explain our resort dollars and or returned dollars for going on the time shares event. We lost $500 because they didn’t explain how to request to use our resort dollars on the Italian meal.

Family_with_children

8/10

Excellent

12 Jul 2026

Heather

Great family friendly property. I love the fact that you can use an app to plan your whole itinerary at the resort. There are a ton of options for activities for all ages. Also the food was great! I would definitely stay here again!

Family_with_children

10/10

Exceptional

12 Jul 2026

Crystal

Excellent Family Vacation

Family_with_children

10/10

Exceptional

11 Jul 2026

Patricia

Super for kids

Family_with_children

10/10

Exceptional

10 Jul 2026

Laura

Todo nos encantó, solo necesita mantenimiento de habitaciones y las piscinas.

Family_with_children

8/10

Excellent

09 Jul 2026

Yu

With so many people around, some of the fruits and seafood were surprisingly not fresh.

Family_with_children

10/10

Exceptional

09 Jul 2026

Gungeet

If you are traveling with kids. this is the best place to stay.

Family_with_children

6/10

Pleasant

08 Jul 2026

Raphi

50/50

Friends

6/10

Pleasant

07 Jul 2026

Bita

We stayed at Moon Palace The Grand as a family of four. The resort is beautiful and has many amenities, but our experience had some disappointments.

The biggest issue was check-in. We arrived at 1 PM (check-in was 3:30 PM). One room was ready at 3:30 PM, but the second was not available until almost 8 PM. Despite requesting rooms close to our children, they were placed on different floors. We appreciated the complimentary 25-minute massage offered as compensation.

The rooms were clean and comfortable.Since the resort is huge waiting for golf carts was sometimes inconvenient in heat.

Food was mixed. The buffet had limited variety and average quality compared with other all-inclusive resorts. The specialty restaurants were much better: Hibachi, Steakhouse, and Le Château were excellent. La Cantina was disappointing, while Habibi had beautiful décor and a great Lebanese atmosphere, but average food. The 24-hour coffee shop was a highlight, with excellent coffee, pastries, desserts, sandwiches, and ice cream.

Entertainment could be improved, especially for teenagers. We also disliked the membership presentation; what was described as a 30-minute tour became a long sales presentation.

Overall, Moon Palace The Grand is a beautiful resort with great amenities, but improvements are needed in service, transportation, food variety, and guest experience.

Family_with_children

6/10

Pleasant

07 Jul 2026

manuel

Calidad de comida buena, pero el servicio al cliente malo, desde que llegas y hasta que te vas están detras tuyo para venderte planes y servicios Elite. Los carritos duran bastante en pasar.

Family_with_children

6/10

Pleasant

07 Jul 2026

Sandra

This hôtel is really nice!
The pools need maintenance
Out of 6 nights we had 3 cleaning services come

Hardest part was the gluten free options.

Family_with_children

8/10

Excellent

06 Jul 2026

Nelson De la

Very nice staf, loved the hotel, but the watar park was not the best, 1 of the slides were close, i have seen better water parks in others hotels.

Family_with_children

10/10

Exceptional

06 Jul 2026

Neeru

The property is absolutely beautiful, well-maintained, and has something for everyone. Our kids had the best time at the water park and enjoyed all the fun activities throughout the resort. The views were breathtaking, and every day felt like paradise.
The food was outstanding, with so many delicious options to choose from. As an all-inclusive resort, everything exceeded our expectations, and we truly loved the variety and quality. 10/10

Family_with_children

10/10

Exceptional

05 Jul 2026

Alisha

Rooms were a great size, and the roll-a-way bed was very comfortable. The food was great, and I suggest booking your dinner plans on day 1 as time slots fill up quickly.

Family_with_children

10/10

Exceptional

05 Jul 2026

Jennifer

Our family enjoyed an amazing time. Our teenage kids loved the arcade, jumping room and cafe. My husband and I appreciated the cleanliness of this resort with the excellent restaurants and entertainment. We will definitely put this on our return list of places to go.

Friends_and_family Family

8/10

Excellent

05 Jul 2026

michele victoria

The property is maintained and the room was clean. Staff very helpful. There’s lots of family activities. Restaurants and snack bars were also very good.

Family_with_children

10/10

Exceptional

05 Jul 2026

FENIA

My family and I had a wonderful vacation at the Moon Palace Grand. The resort was beautiful and truly amazing. The staff did an excellent job ensuring we had everything we needed for a great experience. The spa was fantastic; I enjoyed two massage sessions and a facial, both of which were exceptional.

While the resort had numerous amenities, they were spread out across the property, making it somewhat tiring to navigate without assistance. All the restaurants we dined at were excellent, but getting a reservation could be a hassle. On a few nights, we had to eat at the buffet, which was still good and offered plenty of options.

The resort is a fantastic place for families with young children, as there are many activities for them to enjoy, including a water park. Older teens will also have a great time. My 19- and 17-year-old sons thoroughly enjoyed their stay and expressed a desire to extend their visit. Additionally, the resort did an excellent job showcasing all the World Cup games, with plenty of snacks and drinks available to enhance the experience. They also provided great live music and entertainment shows. Overall, the resort was amazing!

Family_with_children

10/10

Exceptional

04 Jul 2026

JAVIER CORDERO

Good

2/10

Poor

04 Jul 2026

Ray

Our stay at the Grand Moon Palace was extremely disappointing. The hotel was dirty, with a strong unpleasant smell in both the rooms and common areas. The room was noisy, housekeeping was inconsistent, and several times we were left without clean towels and basic bathroom amenities.

The staff were rude, unhelpful, and seemed more interested in making money than providing good customer service. The resort is enormous, and getting from the rooms to the lobby or restaurants was frustrating. We often waited a long time for transportation or had to walk long distances in the heat, which was especially difficult with family and young children. Many other guests were complaining about the same issue.

The food was poor quality, and every meal involved very long lines for breakfast, lunch, and dinner. We spent too much of our vacation waiting instead of relaxing. The pool bars were dirty and didn’t even have drink menus.

The worst part was the constant pressure to attend sales presentations and buy a membership. Instead of enjoying our vacation, we were repeatedly interrupted by aggressive sales tactics.

Overall, this was one of the worst resort experiences we’ve had. The poor cleanliness, rude staff, long waits, low-quality food, transportation issues, and nonstop membership sales made this vacation very disappointing. We would not return and cannot recommend the Grand Moon Palace. Save your time and money and choose another resort.

Family_with_children

10/10

Exceptional

03 Jul 2026

ji eun

We had a wonderful stay! The hotel was beautiful, very clean, and the staff were incredibly friendly and helpful. The food was excellent, the atmosphere was relaxing, and everything exceeded our expectations. We would definitely come back and highly recommend this hotel to anyone looking for an amazing vacation. Thank you for a fantastic experience!

Family

8/10

Excellent

03 Jul 2026

Ana Pamela

El hotel para familias con niños es genial. Mucha entretención de todo tipo. Buena comida, laa habitaciones super cómodas. Ten en cuenta que el mar nos es un lugar donde uno pueda meterse. El sargazo es demasiado y es totalmente café, pero si no es algo importante el mar para tus vacaciones, el hotel es muy bonito

Family_with_children

10/10

Exceptional

03 Jul 2026

Kalesha

The most amazing stay ever! The service was top notch and the resort was beautiful! I am already booked for next year!!

Family_with_children

6/10

Pleasant

02 Jul 2026

Yunieska

Hi, I stayed at The Grand Moon Palace for six days with my daughter and husband, and I wouldn't go back. They sell it as a 5-star resort, but it isn't one; for starters, the pools need maintenance and cleaning. The food gets boring by the third day, and regarding the specialty restaurants, the only one that was halfway decent in our opinion was Mia Casa; the others were nice-looking but had terrible food.You can't swim at the beach due to the sargassum; the red flag is always up. The one really great thing is the internal transport service—it runs very smoothly, and the staff are very attentive. Hopefully, they improve on those other points, because the hotel is really lovely inside.

Family_with_children

2/10

Poor

02 Jul 2026

Tabatha

I rarely leave negative reviews, but I feel other travelers should know about our experience. We booked Moon Palace expecting a luxury family vacation, but it was disappointing from the moment we arrived.

We had room issues beginning on day one, including mold in the bathtub, and despite multiple requests, the staff did not respond and didn’t provide resolution. For a resort that promotes itself as five-star luxury, the condition of the room was unacceptable.

We also purchased an excursion directly through the resort based on the itinerary we were shown. The actual excursion was significantly different from what was advertised. When we returned and explained that it did not match the itinerary we were sold, the resort refused to refund or compensate us in any way.

To make matters worse, one of the main waterslides was closed and remained broken for our entire stay. This was never disclosed before arrival, even though it is a major attraction for families choosing this resort.

The seaweed situation is horrible and resort is doing nothing to try and resolve it. What was disappointing was the complete lack of empathy or effort to make things right after multiple problems during our stay. Entire resort smelt terrible.

For the price we paid, we expected much better customer service, transparency, and maintenance. Unfortunately, we left feeling frustrated and disappointed rather than relaxed. I would not return and do not recommend Moon Palace

Family_with_children

10/10

Exceptional

02 Jul 2026

min jing

Everything was pretty clean and well maintained. Also, everything was

2/10

Poor

02 Jul 2026

Seyedehparisa

We stayed at Grand Moon Cancun in April, and unfortunately it was very disappointing.

The resort is huge, but getting around was exhausting. You depend on golf carts, many of which are reserved for guests with special bracelets, so we spent a lot of time waiting and traveling instead of enjoying our vacation.

The water park is better for older kids and wasn’t very exciting for younger children. The pools were nice, but food wasn’t available poolside unless you had an upgraded bracelet, which was inconvenient with kids.

Our room was dirty, the pillows smelled bad, and requests for replacements were ignored. We were also behind a wedding venue with loud music late into the night, and one night our bed broke while my husband and son were sleeping on it. To their credit, they eventually offered us two complimentary massages for the inconvenience.

The breakfast buffet was poor, the coffee was terrible, and service overall was disappointing. The beach had a lot of seaweed and wasn’t the beautiful Cancun beach we expected.

Also, don’t be swayed by the advertised resort credits. In our experience, they had very limited value because the additional taxes and fees made using them hardly worthwhile.

For the price we paid, the experience was far below expectations. We would not return and would not recommend this resort.

Family_with_children

10/10

Exceptional

01 Jul 2026

carlos A

This a hotel that it is categorized as luxury and there are areas that need to fixed asap

Family

2/10

Poor

30 Jun 2026

Mylinda

I will never go back

Family_with_children

10/10

Exceptional

30 Jun 2026

Jessica

Great

4/10

Poor

28 Jun 2026

Van

Timeshare property and it’s all they care about! Be ready to walk a lot!! Food is not very good! Too many people and staff will drive by with empty golf carts and not even offer a ride. GO SOMEWHERE ELSE!!!

Family_with_children

2/10

Poor

28 Jun 2026

Zara

This resort is disgusting a major health hazard. I never write reviews but I just have to as I don’t want anyone to be in my position with their family.

10/10

Exceptional

28 Jun 2026

souta

Great staff, clean rooms, family-friendly atmosphere, and excellent amenities.

Family_with_children

8/10

Excellent

27 Jun 2026

Firas N

We liked the amenities we’ve used (multiple swimming pools especially the sports pool as it had activities our 2 teenagers loved, the water park was good, the transportation among different facilities was good and the drivers were very friendly, the coffee shop at the main lobby was amazing, 3 out of the 4 restaurants we dined at were very good namely: habibi “top”, Jade, and the buffet), Caribeno was not that good. Also, we watched Mexico vs Czech republic game in a massive theatre (was fantastic) The facility is beautiful and massive, the room was good but will benefit from a couch instead of the Jacuzzi tub. We liked the app when it worked for booking restaurants and in room service not when it did not for booking the spa or transportation to the airport (had to call for the later). The one thing that we really did not appreciate is how hard the staff pushed to get us to attend a sell’s talk. I expressed my disinterest from the get go, still I got 3 phone calls to our room for the same purpose. We will probably go again as the price to the quality is very good.

10/10

Exceptional

27 Jun 2026

Aneel

Resort is big and had a lot of restaurants. Very well maintained. We liked the food at Tavola the best. A bunch of swimming pools for kids. So, pools were not too crowded. Only complaint I have is it took two days for them to fix an electric problem in the room. I had to escalete it a few times. In the end they offered us a couple of massages for future to compensate for our troubles. All in all we like it and we will go back again.

Family_with_children

10/10

Exceptional

27 Jun 2026

MAHMOUD

Clean

10/10

Exceptional

27 Jun 2026

Abdullah

Stayed here for 5 nights, and overall it was a great experience. The resort has a very luxurious feel with high-class service and a classy crowd. The room size was great, though the AC was not the best.
The staff is incredibly friendly and genuinely happy — world-class service all around. And yes, they do twice-a-day room service, which really sets the tone for how seriously they take the guest experience. ALL restaurants, and I mean it, were delicious, and they take allergies and gluten-free options extremely seriously, which was impressive and reassuring. Restaurants are everywhere on the property, and the drinks are amazing — bartenders will make anything you want with a smile.
Very kid-friendly with tons of activities and a drop-off program for children between 5 and 8, which parents will love.
A couple of warnings: the $500 resort credit is basically a scam — the taxes on items cost more than the credit is worth, so don't get excited about it. The gift shop is outrageously overpriced, and they don't show you the price until after you've already paid, so just avoid it completely.
The resort app works great and makes navigating the property easy.
Bottom line — it's expensive, but you feel every dollar in the luxury and service. Just skip the gift shop and don't fall for the credit gimmick.

Family_with_children

4/10

Poor

25 Jun 2026

Andrea

Beware of resort credits. Even if it says you will receive them when purchasing through Expedia. You have to sit through a timeshare / membership presentation at the resort to get the credits. They say it’s only 90 mins, but in our case we were held hostage for almost 4 hours before we were allowed to leave even after telling them you’re not interested.
Staff was SLOW at everything. Check in was 30 mins. Check out was also 30 mins which resulted in us missing our prepaid private airport transportation (which cost us $180USD) and we had to stuff ourselves into a small uber with 3 kids under 5 and no car seats. If the check out didn’t take that long, we would have made our ride.
A lot of staff also don’t speak English which can be frustrating when you need something, like you’re room cleaned (we had to call and message on the app multiple times, and ended up having to hunt down a cleaner making rounds elsewhere) or transfer to another part of the resort - we went on a couple rides within the resort just to end up at the same place after 20 mins because the drivers kept responding “yes” after being asked multiple times if they can take us back to our room/building but they kept circling back to the lobbies instead.

Family_with_children

10/10

Exceptional

24 Jun 2026

Lorena

El mejor hotel de Cancun me encanto mi visita quisiera repetir muy pronto

Family_with_children

4/10

Poor

23 Jun 2026

Jaspreet

The room cleanliness was not up to par, the TV in the room was not working. We had called maintenance to fix the tv and it was still not fixed for our whole stay. There was a cockroach at the omelet station on the customer side. The elevators were dirty. The hallways in our building were broken and hazardous to walk/trip on. There were broken tiles in the Caribeno pool and the lazy river at the water park. The water in the lazy river was dirty and murky looking. Only two out of three water slides were working. Overall, not a 5 star.

Family_with_children

10/10

Exceptional

23 Jun 2026

Sydnyy

Great stay! Great experience for children! So many things to do.

4/10

Poor

22 Jun 2026

Tina

Misplaced luggage, delayed to fix their errors, was told our second room would be upgraded and the didn’t do so, poor communication from staff to visitors. Majority of the restaurants are awful (2 had good food) the rest we ate at… we returned each dish, it was inedible. Never have we ever seen a hotel with such bad food even my toddler wouldn’t eat it. Asked each restaurant for high chairs multiple times and they never came through with them, many dishes missing plates we ordered… just a disaster. Not worth what is being charged. The pharmacy is also price gouging, charging literally x10 more for medicines than you would pay off the property. Additionally they failed to tell us airport transportation was covered if we stay 4 nights so we paid for an additional service. I would not recommend this hotel to anyone who wants to feel their money was well spent. This was our 5th time to Cancun and the worst by far.

Family_with_children

4/10

Poor

22 Jun 2026

Tina

Misplaced luggage, delayed to fix their errors, was told our second room would be upgraded and the didn’t do so, poor communication from staff to visitors. Majority of the restaurants are awful (2 had good food) the rest we ate at… we returned each dish, it was inedible. Never have we ever seen a hotel with such bad food even my toddler wouldn’t eat it. Asked each restaurant for high chairs multiple times and they never came through with them, many dishes missing plates we ordered… just a disaster. Not worth what is being charged. The pharmacy is also price gouging, charging literally x10 more for medicines than you would pay off the property. Additionally they failed to tell us airport transportation was covered if we stay 4 nights so we paid for an additional service. I would not recommend this hotel to anyone who wants to feel their money was well spent. This was our 5th time to Cancun and the worst by far.

Family_with_children

10/10

Exceptional

22 Jun 2026

Ammar

Really amazing experience, the staff was very nice and helpful, the place was really amazing the food was super good , the activities were really fun and entertaining
The room was really clean and beautiful
Overall the experience was great and we enjoyed every minute in this resort
I will definitely come again

Family_with_children

2/10

Poor

21 Jun 2026

Shahab

No hot water. Super low water pressure. Had resort credit I tried to use they made me pay 3 times the amount. Sold me a discount for future stay when I called and tried to use it they told me it was 8 nights minimum and not 4 as promised.
This was my second time at this property. First time everything was great.
This time the quality has simply gone down. I was going to let it go however the staff really screwed me over at the end and didn't let me check out until I had payed 3 times for my jewelry purchase. I hope the management fixes these issues bc it is a great place for kids.

Family_with_children

10/10

Exceptional

20 Jun 2026

Nicauri

Best resort ever I loved it

Family_with_children

10/10

Exceptional

20 Jun 2026

Vagan

We had an amazing stay at this resort and my family absolutely loved it! The highlight for my children was the jumper room, where they spent hours having fun and burning off energy. The kids’ water park was also fantastic—clean, safe, and full of exciting features that kept them entertained every day.
The resort was very family-friendly, and it was wonderful to see how much thought was put into activities for children. The staff was friendly, the grounds were well maintained, and there was always something fun for the kids to do. Seeing how happy and excited my children were throughout our stay made the trip even more special.
We would definitely return and highly recommend this resort to families looking for a fun and relaxing vacation with great amenities for kids

Family_with_children

10/10

Exceptional

19 Jun 2026

Daniel

Clean room
Family-friendly

Family_with_children

6/10

Pleasant

19 Jun 2026

Veronica

Check in takes forever long waits front desk always long wait . Beware of free credits it’s time share pitch at check in. We upgraded our room and the process was very disorganized, just be aware. We had a coackrwch in the suite and we complained it was just ignored. . Work around resort is loud and starts 7 am Restaraunt’s in main lobby amazing. All others include pool bars are low quality food, non attentivs staff, warm beer, no service definitely below all other resorts. On the positive side best kids resort in Mexico if your goal is kids this is the place to be hands down best hotel. Quality restraints for dinner for adults and above and beyouvd entertainment. Regardless all negative I will still go back with kids!!

Family_with_children

10/10

Exceptional

17 Jun 2026

Manpreet

Beach were really bad.. smelled disgusting.

10/10

Exceptional

16 Jun 2026

Dennis Dale

Great property lots to do, some things such as bowling alley not included. Wish they would have told us how to use the app so we could have know activities. So that others will know, it is set to all lobby’s on the app. You must change it to hotel your in for the detailed list. They try to get you get upgrades and sell you stuff at the beginning, just keep playing on your phone and keep saying no thanks I’m not interested. Friendly staff and food was amazing. I was not a fan of Casa Mia. Wish we would have skipped that one. Habibi, Jade, and Los tacos were are favorites we tried. Don’t forget Boulangerie it was amazing. Jump area was great too. Alcohol is not like USA lower proof, even the top shelf liquor. We had to do lots of shots just to get a buzz. Water park was fun, arcade too. Great place for family fun, not really party fun vibe. Little music at pools only at certain times.

10/10

Exceptional

16 Jun 2026

Maria Del C Diaz

Excelente hotel!!! Además de lo impecable que se encuentra, el personal es súper atento y respetuoso, siempre buscan la forma de ayudarte y que quedes satisfecha. De verdad, es un verdadero hotel 5 estrellas.

Family_with_children

6/10

Pleasant

15 Jun 2026

Shavger

Ok

10/10

Exceptional

13 Jun 2026

Vladimir

⭐⭐⭐⭐⭐ Exceptional Family Vacation at Moon Palace Cancun!

We had an absolutely amazing stay at Moon Palace Cancun with our family. From the moment we arrived, the staff made us feel welcome and went above and beyond to ensure we had a memorable vacation.

The resort is beautiful, well-maintained, and offers something for everyone. The rooms were spacious, clean, and comfortable, providing the perfect place to relax after a fun-filled day. The food was outstanding, with a great variety of restaurants and high-quality meals that satisfied both adults and children.

Our kids loved the pools, activities, and entertainment, while we enjoyed the excellent service, relaxing atmosphere, and stunning beach views. Every staff member we encountered was friendly, professional, and genuinely cared about making our stay special.

What impressed us most was the attention to detail and the family-friendly environment. It is rare to find a resort that caters so well to both parents and children, but Moon Palace exceeded all of our expectations.

Thank you for an unforgettable vacation. We created wonderful family memories that will last a lifetime, and we can't wait to return. Highly recommended for families looking for a luxurious, fun, and stress-free getaway in Cancun! 🌴☀️🏖️

Family_with_children

10/10

Exceptional

10 Jun 2026

Danielle

I love this property from top to bottom.

Rooms - The rooms were large, beds were comfortable and didn’t smell musty.

Pools - so many of them! We came because of the waterslides and lazy river and never even ended up using them because there were so many other fun pools. There’s an activity pool that had water volleyball and other games with a swim up bar. There was also an adult only pool club that played excellent DJ music all day long. I have never danced so much in the pool before!

Beach games and activities. My son played beach, flag football, soccer and volleyball while we were there.

There was always so much to do. best part was you do it all through an app on your phone where you can make reservations for restaurants and sign up for any activities and then it puts a daily agenda together for you so you don’t forget.

There is a karaoke bar, speakeasy called the library that made incredible drinks and a wired game room with plenty of things for teens. There’s also a disco club on site.

I would absolutely return here and if you stay at the grand, you can use all three resorts with shuttles that constantly run between the three. One day we went and listened to a live rock band playing at one of the other pools.

Don’t hesitate you need to book this place! We didn’t have enough time to do all the wonderful things we wanted to do.

Family

6/10

Pleasant

09 Jun 2026

shadi

Since the first minute harassment didn’t stop regarding their membership they started after checking in claiming that they will help with luggage, even when I told them we are tired and kids are hungry they won’t leave us as lone, calling every morning and 2 different people still did the same after checking out they will not leave you alone even if you tell them directly and repeatedly to do so . Last one was rude
Pools were not clean, my son got cut in his foot from dirty pool, it took them 50 minutes to get one to help clean his wound
They offered free bowling game as a compensation if we sign a release !!
Food was ok/ average at best no taste and change in the buffet

The cleaning and restaurant staff were amazing , nice and hard working people .

Spa treatment less than average
This was our worst Cancún experience out of 6 visits in the last 7 years
Lastly we received 2 phone calls at 4 am in the last night asking if we requested help with luggage ( they were calling the wrong room 103 instead of 203 )
The welcome gift was 10 dollars bottle of wine I’m sure the previous visitor left it behind same as we did to the next person
Hotel credit was a joke most items not included and if you don’t mention to the shop they won’t give it
We stayed in Moon the grand from June 4th till June the 9th

Friends_and_family Family

10/10

Exceptional

09 Jun 2026

Lakhwinder

.

10/10

Exceptional

09 Jun 2026

Larry

It’s a perfect family resort there’s so much to do a lot of restaurants to try different kinds of pools and the water park for the kids 10/10. Loved it I hope we can go back in the future.

Family_with_children

8/10

Excellent

08 Jun 2026

Justin

Everything was wonderful aside from a few things. It was hard to receive service at times getting drinks at a meal. And a few times at the pool. We also had several nights where members of our party did not receive their meals. The entertainment at circus was amazing, but the food left something to be desired. My child who loves Mac n cheese would not eat it, I tried it and I didn’t disagree that it was inedible. The kids had an amazing time, the arcade was a hit and the pool entertainment was very fun for them as well. They also really enjoyed the payola e at the waterpark and the waterpark itself. The housekeeping was great. Our favorite meal was The Steakhouse. It was great to have a kids buffet as well for when the kids weren’t feeling as adventurous. Overall it was a good trip.

Family_with_children

10/10

Exceptional

07 Jun 2026

Rene

Amazing property, staff and location.

Family_with_children

10/10

Exceptional

06 Jun 2026

Wei Cheng

Food is excellent, fun for kids

Friends_and_family Family

10/10

Exceptional

31 May 2026

Craig Joseph

Moon Palace was great! Food was really good and the different restaurants at night gave you a chance to enjoy different types of venues. I would suggest staying at the Grand as it was by far the nicest and best lay out. The nightly entertainment was good too! Gave a great nightcap to each night. Pool bar was a plus and well received. Jorge, the one waiter/server by the pool was genuine and made for great conversation. I wish him well.

The only drawback I saw was at check in they were trying to get you to buy some timeshare/rooms for future use right when you checked in and when you are leaving. Neither time did it feel enjoyable to be asked to spend more money as you are there to relax and it was an all inclusive. If that wasn't a hassle, it would be a 10/10.

If you have younger kids, the Circus is a must. I would say do it early in your trip too as some of the shows have similar effects.

Family_with_children

8/10

Excellent

31 May 2026

Malek

The property is immaculately maintained. Unlimited options for food and activities especially for the kiddos. Food is very good for all inclusive, staff were all friendly and helpful with the exception of front desk staff. At check out, the kids and wife already removed their wristbands so they're not showing in the photo shoot we booked. Front desk attendant refused to allow checkout without them, asked me to go back to the room and search through the trash for them. Ruined an otherwise wonderful experience. Not what I expected from a 4 diamond AAA resort.

P.S. decline the extra credits for the \"presentation\" very pushy and borderline harassing.

Family_with_children

2/10

Poor

30 May 2026

Renee Ksor

The buffet was bad & the pool is farther ,the hotel gave us $250 resorts credit but doesn’t apply anything. When I purchase the beach bag $175 is apply to resort credit but they charge extra for tax $28 U.S dollar pay out of pocket. That’s ridiculous !!!! Also I have twins boys are 13 years old but we not enjoy the water slide & jumping. They require kids over 15 without parents. This trips is sooo awful with my family 😔😔😔 WE NEVER GO BACK AGAIN

Family_with_children

4/10

Poor

28 May 2026

Ali

The hotel itself is beautiful, and the public areas were very clean and well maintained. Breakfast was good, and we especially enjoyed the Lebanese restaurant. The kids’ amenities were also great.
However, we were disappointed with several parts of our stay. The beach was clean, but the water was not clear and was full of seaweed and debris, which made swimming uncomfortable.
Our biggest issue was the room. The AC unit was located inside the closet and made a very loud noise all the time. There was no option to lower the fan speed, which made it difficult to sleep comfortably.
We were also disappointed with the circus restaurant and steak house, as the food quality was below expectations.
Another negative experience was the timeshare presentation. We felt pressured to buy, and once we said we were not interested, the staff’s attitude changed noticeably and felt unprofessional. The resort credits also were not very useful because everything at the resort was extremely expensive unless using it for bowling or spa which there is limitations on credit.
Overall, the property is beautiful, but our experience did not match the level we expected.

Family_with_children

10/10

Exceptional

25 May 2026

Aksh

Great resort
Lots of things to do
Tavola and habibi restaurants were too good.
Must recommend

Friends

10/10

Exceptional

24 May 2026

Rigoberto Guerrero

I can't wait to go back

Family_with_children

10/10

Exceptional

23 May 2026

Gurkirpal

The breakfast has only cereal, waffles and bread. Very basic.

Family_with_children

10/10

Exceptional

23 May 2026

Scott

Wonderful resort with even more extras than you would expect, always something to do.

Family

2/10

Poor

19 May 2026

Sabrina

BEWARE! This was our 3rd trip to The Grand MP in the last 12 months. This will be our last. Each time we have been, more & more restrictions, less inclusions. They admitted to having higher room categories available yet refused to honour my upgrade. The manager at the front desk, Jesus, was very rude to me. Book something else. This is not the place. No updating has happened to the older buildings. They just completed construction on some of the newer buildings. They look incredible. But the rest of the resort has not been up-kept. The elevator in our building was down the entire stay. There was hair in my son’s food one night at dinner. The mixed drinks have a terrible chemical flavour. Towels weren’t always replaced and we had to call a few times to get some for our showers. If zero was a rating, I’d give it that. I didn’t even use a single dollar of the credits I received - they’re not getting a single cent from me again.

Family_with_children

10/10

Exceptional

19 May 2026

Maidaly

We had an amazing time at Moon Palace The Grand! There were so many activities for both the kids and adults, which made the trip fun for the whole family. The food was absolutely amazing with so many great options, and the service was excellent from start to finish. Everyone was so friendly and attentive, and they really made our stay special. We can’t wait to come back!

Family_with_children

6/10

Pleasant

19 May 2026

Maria

Excellent service and dining, with one room issue. Overall, The Grand delivered many of the things we hoped for from a five-star resort: polished service, strong dining, beautiful spaces, and a team that genuinely cared. Service was a highlight - every team member was respectful, warm, and professional. Julio at the pool was exceptional: attentive without being overbearing, thoughtful in the small details, and clearly proud of his work. The dining was also excellent. Le Château was one of the best meals we have had while travelling: well-paced service, beautifully prepared food, and an elevated experience. The circus-themed restaurant was a standout for our kids, with performances, colourful presentation, and table-side touches that made it a 10/10 experience for them. Across the resort, the food quality was well above the typical all-inclusive standard. The main issue was our room’s air conditioning. Our room stayed around 25°C, and although maintenance responded quickly and professionally, the issue continued. Over 2 nights, staff came to our room multiple times between 10 p.m. and 1 a.m. trying to resolve it, which made it difficult for our family. To the resort’s credit, a room change was offered the day before we left, but it was our only full day remaining and moving rooms was not practical with two young kids. A fan was later provided, which helped. Overall, many parts of our stay were excellent. The experience would have been stronger should the AC issue been resolved

Family_with_children

10/10

Exceptional

17 May 2026

Kuldeep

Great family resort. So much to do and so many restaurants. How many pool and beach was nice. I recommend this place.

Family_with_children

8/10

Excellent

16 May 2026

Amarendra

Excellent

8/10

Excellent

15 May 2026

Borquan

There were certain areas on the resort that smelt like sewer so when we swept out of our room building 94 that’s all you smell and it was horrible there was alot of bugs and roaches that get through the doors the tub wasn’t cleaned right

Family_with_children

10/10

Exceptional

14 May 2026

Krishna Chaitanya

Super Good

Family

6/10

Pleasant

14 May 2026

Nathan Nitesh

The property has many activities to do for your kids. Not one day was my kids not entertained or said they were bored. Plenty of things to do. Keep in mind this resort is massive and has 3300 rooms so it’s often busy and distance to get places.

Family_with_children

6/10

Pleasant

10 May 2026

Faris

I spent a lot of money expecting to enjoy a relaxing vacation, but unfortunately the experience was disappointing. The room had ants and roaches, and management wanted to send people to spray the room while we were staying there. When you’re on vacation, the last thing you want is to worry about bugs getting into your luggage or belongings.

The property is also extremely big, so you constantly need golf carts to get around. Sometimes we had to wait close to 30 minutes just to get picked up and go from one place to another.

Customer service was poor, especially when trying to get help or solve issues. The restaurants themselves were good, but getting into them was very difficult because everything was overcrowded and busy. Unless you made reservations two days ahead, your chances of getting in were very low.

Overall, the resort looks nice, but the experience did not match the amount of money we paid.

Family

8/10

Excellent

08 May 2026

Claudia

Resort is clean. Overall a good resort to stay. I think they are understaffed. Specially in the big areas

Family_with_children

10/10

Exceptional

07 May 2026

Patricia Pulido

I really love my trip to this resort, I would come again. There is some we in tear in the resort, also some of the pools look foggy. Besides that the level of service I received at all the restaurants in the resort at the spot. We’re just incredible. I really enjoyed Lupita at the Tacos and I can’t wait to go back.

Family_with_children

8/10

Excellent

04 May 2026

Leslie

The property was kept very well groomed. The dining options were excellent. The staff were polite and always helpful. I have travelled extensively and have never encountered aggression with trying to get my future business as I did on this visit. The salesman actually commandered my luggage tags and said he would take care of it. After realizing that I was not going to buy a membership he had to chase us down to return the luggage tags which I felt were held hostage. It was not a pleasant introduction to the property. He basically wasted the first hour of my time at The Grand when an impression could have been made more positive. I belong to both Disney and Sandals and neither have been so oblivious to the fact I was on holiday and wanted to see the property not hear a salespitch. On a very positive note the fitness center is superb. The beach was not ideal due to sargassum so working out became a part of my visit. Again on leaving there was another aggressive young salesman and all this achieved was leaving me with a negative impression. There are so many positive things about the three resorts that it is sad to find this impression is one that lingers.

Partner

6/10

Pleasant

03 May 2026

Maria Cristina Heurtematte

O hoy sick with the buffet food, property looks old, seems they take more people than they fit… room wasn’t made in 3 days

Family_with_children

6/10

Pleasant

02 May 2026

Ruben

Food no good at all activities very good

10/10

Exceptional

02 May 2026

Maria

Great resort for families

Family_with_children

10/10

Exceptional

01 May 2026

Wydnyr

I love Moon Palace the Grand. Traveled with the family. There were enough activities for different age groups. These were some of the hardest working, helpful individuals I have ever met. Book now. You will not regret it.

Family_with_children

6/10

Pleasant

30 Apr 2026

Raul

Rooms are not safety at all for toddlers
floor levels inside no protection.
Todos los cuartos muy peligroso para niños pequeños
todos son iguales con un desnivel de 60cms sin barandal o protección . staff no me encontró cuartos con piso plano.

Family_with_children

10/10

Exceptional

30 Apr 2026

Xiaohang

The room is clean and spacious. The only improvement could be to offer a footstool for younger kids because the sink is really tall.

Food was great. A bit on the salty side but you can also take it as flavorful. For breakfast, better go to La Cantina instead of the grand buffer as the buffer is often used for sales presentation and can be very packed and noisy.

Overall it’s a great family resort. We had a great time!

Family_with_children

4/10

Poor

30 Apr 2026

Danny

Tired property,cold food , unhelpful staff , slow checkin , rooms weren’t put together we were in different blocks which was unhelpful with kids , the water park and kids amenities are very good but in a separate area so if you have a range of ages also not helpful but it’s what your paying for, adults it’s a average hotel but good for kids if all the adults want to sit in a water park the whole holiday it’s fine , no ice cream or lolly’s around the pool again only in some restaurants and the water park ,we thought sunrise was better mini water park near the adults pool mini activities club by the pool and a separate kids club better to pay a day pass for the grand and stay at sunrise the ice cream man comes around the pools and you can eat in your swimsuit to save getting changed in one restaurant not so many elite members taking the beds and nicer beach at sunrise and canoes and boats free of charge , save your money and go there instead , the room credits are a rip off and don’t get taken in by the extra room credit to look at the elite programme it’s hard to use up and the money you pay to use the credit it works out cheaper to book outside the resort as we did , full of weddings which they prioritise over hotel guests at checkout they try to upsell again to come back beware , very drunk people in the lobby area , if your food is cold and send it back they just reheat it rather than replacing it not good which was nearly every restaurant, habibbi was the best service

Friends_and_family Family

8/10

Excellent

29 Apr 2026

Halina

This property would receive a 5 star rating, if they stopped pestering families to take the tour and sell products as people leave the resort. We stayed at The Grand, which let us visit all three resorts which we loved. Be AWARE, the prices at the gift shops are drastically overpriced but convienent if you run out of sun screen.

Family_with_children

10/10

Exceptional

29 Apr 2026

Brigitte

Perfect place for the whole family! There is a lot of activities for children of all ages. My little one had a blast in the kids pool and enjoyed the kids shows. My older ones loved the water park especially the surfing on the Flowrider with Eduin, who was an excellent teacher. Food at all the restaurants were good. Our favorite was JC Steak house. Pools were kept clean. Resort is very spacious, it never felt over crowded. Everyone was very kind, helpful, great hospitality. Lots to do for adults as well shows, bars and spa. We will definitely return.

Family_with_children

10/10

Exceptional

28 Apr 2026

William

Beautiful campus/facilities. Room was very nice and clean. Pools were clean and pool activities staff were excellent.

8/10

Excellent

27 Apr 2026

Yara Lydia

Only one problem Adrian at the front desk was very rude and terrible costumer service

Family_with_children

10/10

Exceptional

27 Apr 2026

Hyunuk

The Grand at Moon Palace was amazing!
The Grand was the highlight of our trip. Everything from the massive waterpark to the kids' club was perfect for our kids. Clean rooms and super friendly staff made it a top-tier experience. If you’re staying at Moon Palace, The Grand is definitely the way to go!

Family_with_children