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Reviews (3,060)
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Reviewed 2 May 2018 via mobile

We stayed at the Grand, Moon Palace resort. Talk about exquisite! This vacation has exceeded our expectations and then went far beyond.

The food is delightful. There are plenty of activities on the resort. The hotel is very helpful with setting up excursions and travel for when you leave the resort and head out to locations like Playa del Carmen, Cozumel, and Isla Mujeres.

At the resort, the service is quite exceptional. The staff are approachable and sincere. They go above and beyond to help you with what you need. A special shoutout to Mateo and German, our building staff, that were kind and generous enough with their time to explain where to find different local restaurants, popular local hang out spots, and beautiful attractions. This information definitely made our trip and would not have happened without their help and knowledge. A sincerest thanks to them!

At the Moon Palace, there is nothing that isn’t within reach and access whether it’s a walk or phone call away! We couldn’t have been more pleasantly surprised!

Stayed: May 2018, travelled as a couple
Thank Zachary D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheGrand_GM, Gerente at The Grand At Moon Palace, responded to this reviewResponded 3 May 2018

Dear Zachary D,

Reading your review is an amazing way to start our day! We are a professional, passionate, caring and empowering resort that encourages innovation and engagement with you and our guests. Our staff are motivated, friendly and obsessive about enhancing the guest experience through meeting and exceeding expectations for quality service. Therefore, we feel extremely honored of having hosted your most recent stay at The Grand and learn that your vacation was above your expectations. Thank you for taking the time to share your kind comments and we anxiously await your return visit to our resort.

We remain at your service.

Courteously,

Cesar Fallardi
Operations Director
The Grand at Moon Palace Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 May 2018

We have been traveling to the Moon Palace for almost 10 years and always enjoy our time there, the resort is incredible, more pools, food and restaurants then you could ever desire with cuisine to please all walks of life. The shows are great for the entire family as well as the water activities to make your days relaxing in the sun memorable. So if you want to be pampered and forget about the rat race for a week, this is the paradise to unwind and enjoy life in the slow lane.

Room Tip: Enjoy your in room Jacuzzi and room service if you desire to enjoy breakafast in bed.
Stayed: April 2018, travelled as a couple
Review collected in partnership with this hotel
Thank kdfrancis
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheGrand_GM, Gerente at The Grand At Moon Palace, responded to this reviewResponded 3 May 2018

Dear kdfrancis,

For the last 10 years we have enjoyed that you and your family visit us and everytime we wurprise you with something new. This year you had the opportunity to stay with us at The Grand and to experience the modern, comfortable and luxurious facilities of this resort which were created specially for you to provide you with a one of a kind vacation. We feel extremely happy that the right choice of our fine dining restaurants delighted your palate as well the shows, pools, but most importantly the great attentions and service from our team members. In Palace Resorts we aim to provide fun and memorable experiences which we look forward on welcoming you back next year for another Grand holiday with us.

Kind regards,

Cesar Fallardi
Operations Director
The Grand at Moon Palace Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 May 2018 via mobile

We visited the grand for the first time this past March. The place is enormous. It was a 10-15 minute walk from the beach to the lobby. They do have shuttle golf carts to take people from place to place but we found walking faster and enjoyable.

The property is well kept. The lobby is beautiful as are the many different restaurants on property. There were so many food choices that I dint think we were able to try all the options at the grand, let alone the other restaurants at the other two sections if moon palace (Nizuc, and Sunrise).

The service was fantastic. Very attentive staff always willing to go the extra mile for you. The food was good to very good. Can't say we had a bad meal during the whole week.

Some of the pools were heated and some were not. The nonheated pools were quite brisk and we opted to stay in the heated ones.

The beach unfortunately is constantly strewn with seaweed. The staff does a heroic job clearing it daily but it continues to wash ashore. The beach is nothing great and I'd say that's the biggest downside to this place.

Overall we really enjoyed our stay and would definitely go back.

Stayed: March 2018, travelled with family
1  Thank primecap
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheGrand_GM, Gerente at The Grand At Moon Palace, responded to this reviewResponded 3 May 2018

Dear primecap,

Our secret is to make things happen in order to exceed your expectations every time you visit us. We feel honored that you have selected The Grand as your hotel destination and to learn that you have made the right choice. It is wonderful to read your comments as we exceeded all your expectations and make your family feel pampered at all times. Our promise to you is to provide you with a unique vacation experience that you will treasure forever. Our amazing team is responsible for this, therefore we will be sharing your amazing review with them as we look forward on welcoming you back soon for another awsome vacation. Thank you for being part of the Palace Family.

Cordially,

Cesar Fallardi
Operations Director
The Grand at Moon Palace Cancun

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Reviewed 2 May 2018

this is a beautiful resort the staff (Aldo, Rafael, Alfredo, Christina, etc.) are extremely friendly and helpful. food and service is very good. the food at the steak house and jade was amazing. the pools were fantastic. The one disappointing part was that the water slides were not completed.

Room Tip: all the rooms are great
  • Stayed: April 2018, travelled with family
    • Value
    • Sleep Quality
    • Service
Thank brookecullen04
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheGrand_GM, Gerente at The Grand At Moon Palace, responded to this reviewResponded 3 May 2018

Dear brookecullen04,

The most important recognition is the one we receive from our guests. Thank you for sharing your fantastic experience on tripadvisor and for letting us be part of your recent holiday at The Grand. Your comments, will motivate us to continue delivering the best vacations to you and our guests who visit us. We appreciate your feedback regarding the waterslides, however, we can assure you that we are aiming to create the best waterpark experience in the destination where we hope that in the future you and your family will join us to enjoy of this amazing amenity designed for you. Thank you Grandly for your recommendation and we look forward on welcoming you back soon.

Sincerely,

Cesar Fallardi
Operations Director
The Grand at Moon Palace Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 May 2018 via mobile

Dining here is simply superb. Wether it’s the excellent dishes (or whom we tried plenty) or the extremely talented staff - this place will serve some of Mexico’s finest ingredients combined in wonderful dishes. Table service by Miguel Fuentes could not be better - he walked us trough every dish and dared to surprise us with dishes he thought we’d like. He could not have been more right. The flavours brought to the table by Cheff Alvaro are competing with some of Michelin’s finest and are highly recommended.

Stayed: May 2018, travelled as a couple
Thank Gijs H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheGrand_GM, Gerente at The Grand At Moon Palace, responded to this reviewResponded 3 May 2018

Dear Gijs H,

Our mission in our finde dining restaurants is to provide a one-of-a-kind culinary experience that energizes everyone with an enthusiastic welcome, exceptional service, awesome food, and an unforgettable time. Your kind comments will be shared with Mr. Miguel Fuentes and with Chef Alvaro for having exceeded your expectations in your recent holiday at The Grand at Moon Palace Cancun. Thank you very much for sharing your review and we hope that in the future we will have the opportunity to host you again. It will be a pleasure to serve you.

Sincerely,

Cesar Fallardi
Operations Director
The Grand at Moon Palace Cancun

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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