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Reviews (3,054)
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Reviewed 31 May 2018

We have just returned from a two week stay in The Grand at Moon Palace. What a fantastic time we had.
The rooms are fantastic, well maintained and spotlessly clean. Air conditioning spot on and the mini bar and supplies well stockeach day maid and turn down service excellent.
The service from all the staff cannot be praised highly enough, nothing was too much for anybody.
Having said that below we have mentioned some staff who went over and above what you would expect to make our holiday extra special.

Le Chateau
We were lucky enough to have three meals here and our waiter Ignatio on our third visit gave us an evening we will never forget a 7 course meal ( not found on the menu I must say) that was superb.

La Trattoria on the Golf Resort

We went here on two occasion’s and had excellent service from David, Raphael and Yvonne.

Our breakfast experience was amazing in the Caribeno we made a special friend in Floriano who looked after us so well even providing a very special Mexican breakfast for us on our last day and also trying to teach us some Mayan phrases ( not very quick learners unfortunately)

Poolside (Olympic)
Our days were enriched with fun laughter friendship and excellent service (especially cocktails) by Rogelio , Rodriguez, Darius, Ana, Jose and Luis (Huchin). Also at the Caribeno pool by Yasmin.

The main lobby bar was full of attentive fun and friendly staff including Gustavo, Alberta, Elena and Guadalupe (Pita Moon).

We had such a memorable stay for our Wedding Anniversary and cannot wait to return Robert and Helen East.

Stayed: May 2018, travelled as a couple
3  Thank Helen E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheGrand_GM, Manager at The Grand At Moon Palace, responded to this reviewResponded 31 May 2018

Dear Helen E,

Thank you for letting me know that your recent getaway with family at The Grand at Moon Palace Cancun was beyond extraordinary. I am delighted that we served as the perfect destination for your 35th wedding anniversary and that this celebrations in Cancun was truly fantastic. It is thrilling to know that our dedication in creating the single most significant resort experience in the destination, did not go unnoticed. Additionally, it is gratifying to read you recognizing Gustavo, Alberto, Elena, Rogelio, etc and our dedicated staff at La Trattoria as well. I will absolutely make sure they are recognized for their efforts to ensure that they know what a great job they are doing. Thank you for your exceptional remarks, and I cannot wait to welcome you and your family back for another unforgettable experience in the near future.

With pleasure,

Cesar Fallardi
Operations Director
The Grand at Moon Palace Cancun

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Reviewed 30 May 2018

This is our 5th visit to Moon Palace & have stayed 4 times in the Grand & once at Nizuc. We love the Grand best. The rooms are very large & spacious. The food & drink are first rate. The people are lovely and cannot do enough for you, they treat you like royalty.

Room Tip: We like building 87.
Stayed: May 2018, travelled with friends
Review collected in partnership with this hotel
1  Thank P8595DQinfo
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 31 May 2018

Dear P8595info,

Thank you for your preference in Palace Resorts. It is sincerely rewarding for us to know the experience was indeed amazing and that we had the pleasure of exceeding your expectations. Thank you for describing that among our sister resorts the one you loved the most is The Grand. We are delighted to read you found our food offerings and beverages first rate. we know that when there is teamwork and collaboration, wonderful things can be achieved. therefore by adding passion in all what we do is that we are able to surpass your expectations and make you feel as royalty.

The Grand is your Palace and we look forward to your next visit very soon.

We remain at your service.

Cordially,

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 30 May 2018

This was my family's best vacation. Check in was pretty smooth. I was a little frustrated that after being checked in I was ushered over to be sold the Vacation Club.
Every employee replied to thanks with

Stayed: May 2018, travelled with family
Review collected in partnership with this hotel
1  Thank William E
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 31 May 2018

Dear William E,

Thank you for your preference. It is a pleasure to exceed your expectations and to provide an unforgettable experience for you and your family. For us is very important that from the moment you arrive to the resort that your vacation starts in a very positive way. Thank you for addressing us your comments regarding the situation with our guest services team as we will be glad to share this with them in order to avoid rushing our guests for any information about our vacation club. We hope that your holiday was above your expectations and again we thank you for your kind description of our service.

Nothing is more important for us than exceeding your expectations.
We remain at your service.

Cordially,

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 30 May 2018

During our rain day at Moon Palce we went bowling, and were treated spectacularly by Ricardo. He made check in easy and fast and helped the kids have fun too!
Eduardo, Victor, Christian and Angel did a marvellous job of keeping the adults happy with drinks and laughs. I think they made me an honourary Mexican at one point!!
The staff there went above and beyond to make us feel welcome and have fun. They even made special drinks for us when they heard it was our last day! Great way to spend a couple of hours.....thanks again Ricardo and everyone!!

Stayed: May 2018, travelled as a couple
1  Thank himunro
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 31 May 2018

Dear himunro,

Thank you so much for your kind feedback and the amazing comments you are kindly sharing with us. We are very happy that during the rainy day you had the opportunity to visit our bowling alley and that Eduardo, Victor, Christiand, Angel and Ricardo made this time memorable. With their kind attentions, friendliness and positive energy they created a wonderful environment for all your group where there was nothing but FUN! Our promise to you and our guests is to deliver fun and memorable vacations that they will treasure forever.

I will be sharing with our team members your amazing comments and we all look forward on welcoming you back again soon.

Warm Regards,

Cesar Fallardi
Operations Director
The Grand at Moon Palace Cancun

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A TripAdvisor Member
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Reviewed 30 May 2018 via mobile

Where do the Family Millar start to explain the Moon Palace Grand experience!!!
Excellent welcome on arrival made even more welcoming when Efren said Hello welcome back nice to see you again!!!! Other bellboys who went out of their way during our trip were Orlando, William & of course thank you to Issac who ensured our late pre booked transfer eventually arrived to get us back to the airport.
The rooms fab, bars, restaurants, pool areas in all the complex are superb. We visited Nizuc & Sunrise during our visit......Nizuc is worth a visit to Brazilian Steakhouse, Los Caporales......the bar staff are professional & the entertainment a little moe upbeat than at the Grand........In Sunrise we loved Momo......sorry but we can’t remember the waiters name but excellent service both times we visited & of course Gondola ....again we can’t remember the waiters name but the service was outstanding and the setting is beautiful.....the decor.....the palace tv channel doesn’t do it justice. The Riviera Mayan is worth s visit too.....Santos guided us through the menu.....excellent choices for our palette.
The Grand......so many choices so many restaurants we didn’t get to them all( even on our second visit) as we made return visits to some as we enjoyed them so much. Le Chateau really suited how we eat at home.......we loved the food! During our first visit we spoke to the head chef on duty(sorry your name escapes us as we type) but it was so lovely to chat to you about the standard you achieve at all the restaurants at the Grand particularly in Le Chateau and we loved the staff in the restaurant speaking to a French speaker trying to get the perfect diction for the explanation of the menus!
We also loved Habibi the Lebanese .....so tasty! Wendy, Anais very welcoming & all the staff very professional.
Jade Asian restaurant also excellent.....so good we didn’t get the names of the staff who were on duty......the same goes for the staff working in Caribeno in the evening.....sorry
Caribeno: during the day it’s a buffet for breakfast & lunch & what a welcome you receive. Mariecruz & Nisi what a welcome every visit & we loved that you remember Family Millar & our room number after a day or two. Nashiely ....what a smile to welcome you......thank you for our Mexican breakfast ......we shall remember the swan napkins, the flowers & the candles it’s such a pity to just mention so few by name but all the staff in Caribeno buffet were so friendly & professional.....thank you.
The bar above the Caribeno is beautiful & how entertaining is Eduardo De Deos......Rosemary........ as he will forever be remembered by us as it was the herb he put in our special gin!!!!! He also works the beach bar with Laura (xx) who also remembered us from last year.....thank you.
Last but not least.......The Lobby bar......Elena your personality is infectious ( Loca lol) Lorenzo, Wawerges, Modesto to mention just a few.......what a professional job you all do.....thank you.
Of course we also have to thank Miguel Aguilar the manager who acknowledged us ever night & Thank You for the surprise in our room.......it was a lovely touch.
Our only regret is we can’t personally remember the names of all the staff who went out of their way to make our holiday exceptional but thank you all.
Will we be back to the Moon Palace Grand........Without A Doubt!!!!!!!

Stayed: May 2018, travelled as a couple
2  Thank A TripAdvisor Member
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 5 June 2018

Dear guest,

On behalf of the team at The Grand I would like sincerely to thank you for taking the time in sharing with us an overview and our summary of your experience. Wow, definitely this has been an extraordinary experience!!

Thank you so much for describing the aspects you have enjoyed the most about the experience at The Grand at Moon Palace Cancun. I would like to thank as well for all the kind mentions you have made in your amazing description.

It is a true honor to be worthy of such extraordinary comments and that the service was well enjoyed during your stay with us.

We sincerely hope to be welcoming you back soon.

Cordially,

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
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