Moon Palace The Grand Cancun - All-inclusive

Les classements par étoiles sont basés sur l'aperçu des informations de l'établissement par Klook (tels que les services et installations inclus, etc.) et sont fournis à titre indicatif uniquement.

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.

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.

Clean

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.

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.

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

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.

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

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.

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.