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The Grand At Moon Palace
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Reviews (770)
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172 - 177 of 770 reviews
Reviewed 3 weeks ago

Clean, comfortable, spacious rooms. Beautiful public spaces. Without exception, the staff was pleasant and helpful - good guest relations. Too many things to do in one week! Always someone with a golf cart or bus to take you where you want to go. Our room was not prepared per request, but issues were addressed. Restaurants could have been better grade of meat; otherwise, delicious.

Stayed: March 2018, traveled with family
Review collected in partnership with this hotel
Thank caltransp
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 weeks ago

Dear caltransp,

This beautiful recognition is totally for our amazing housekeeping department, public relations and all the ones who contributed on this phenomenal experience. They listen to you, they made that the issues addressed were solved in a timely manner and pamper you during your visit. All our guests feedback is always welcome as it is constructive with the purpose of providing a better quality in service. We eagerly await your return visit 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 3 weeks ago

My husband and I took our 3 kids, ages 8, 6 and 3, to the Grand at Moon Palace and we all had the best time. I was so impressed with the food options: every restaurant was delicious and the food was high quality, even at the buffet. My kids loved the different pools as well as the waterpark, and they also really enjoyed the kids' play room and the arcade. We don't usually like going back to the same place for vacation, but after the wonderful time we all had at Moon Palace, we immediately started talking about when we could go back.

Stayed: March 2018, traveled with family
Review collected in partnership with this hotel
Thank Tricia G
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 weeks ago

Dear Tricia G,

We always look for children and adults to have fun with the facilities we have created to enjoy a holiday full of fun, luxury and comfort. There is no doubt that returning to a place again is because they exceeded your expectations and made you feel welcome and important. That is our culture and commitment in the service. We will be counting the days anxiously to be able to serve you again in the future. From the first moment you were already part of this amazing family.

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 3 weeks ago

We have been coming to the Grand Moon for years because it is tremendously relaxing, has great food, and great drinks. Since the new Moon opened there are now more choices of places to eat and more activities possible to do. If you want a resort that treats you like royalty, is clean and friendly, and has all the ingredients for a wonderful get away, the Grand at Moon Palace should be your choice!

Room Tip: The jacuzzi suites are awesome! Let them know if you have a special celebration while there, they may have a celebration suprise in your room for you.
Stayed: March 2018, traveled with family
Review collected in partnership with this hotel
Thank MCHDVM
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 weeks ago

Dear MCHDVM,

Thank you for honoring us each year with your visit. From the moment we opened this Grand resort we planned to delight our guests with the magnificent facilities, satisfy even the most demanding with an exquisite culinary offer but above all, to make them feel like royalty. Exceeding your expectations fills us with satisfaction and also with your kind comments let us see that the recognition of our visitors is not in vain, that the mission and vision we have, is fulfilled day by day and not only that, but thanks to the great service , our guests return with us. We value your trust and loyalty in us. We hope to see you next year for other unforgettable holiday.

Sincerely yours,

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 3 weeks ago

We have just returned from our second trip to the grand. The hotel is amazing, the rooms are big. And they literally have everything for you to do, so many pools and restaurants. We have avoided all inclusive for years as we always get bored of the food options yet the grand offers so many different choices and each restaurant feels so different. You do need to book Jc’s as soon as you arrive as this does get busy but we never had to book for any of the others at the hotel was at 100% capacity this time. The grill started doing evening meals when we were there this time and this also does great steaks. The coffee shop is great for after dinner pancakes and chocolates and is open 24hrs. The resort is so big that you can spend each day at a different pool and area. The kids clubs are brilliant, so much for them to do. The staff all work so hard and provide an excellent service, in particular Gustavo at the Olympic pool is amazing, I have never seen anyone work so hard, he also was great with our daughter and great at helping me with learning Spanish each time I ordered. We would go back just to see him. For us the resort is so big and we do like a personal service which is hard to achieve in such a big place and this is why we chose to stay at the same pool everyday. However the staff are all amazing and will do anything for you throughout the resort and golf buggy’s are always on hand to take you where ever you want to go. The only downside to the grand which we have now experienced twice is the checkin, although this was a lot quicker and efficient this time and the staff were great (last time they had only been open 1 week). They will try and offer you a tour and sell you a membership. Unfortunately this is your first experience of the resort and can leave you feeling a bit pressured and worried as to what is in store for the rest of your holiday. Especially when you have had a 10 hour flight and just want to check in and get to your room. This is definitely something that needs looking at. Rest assured as soon as this is out of the way you will receive very attentive service and a dream holiday so don’t let this bother you when you arrive. I think the place sells itself and if we lived closer than 10 hours we would look in to membership but perhaps arrival is not the right time to sell it when people are so excited to be on holiday. Thanks you for another great stay and we will be back

Room Tip: We stayed in building 85 and found this was a great location for the pool we liked and other facilities
Stayed: March 2018, traveled with family
Review collected in partnership with this hotel
Thank sammydodger2010
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 3 weeks ago

Dear sammydodger2010,

Each of the areas of our resort provides a unique experience which thanks to it and the great service from our wonderful collaborators is that we have guests who constantly return to enjoy of our resort, and this time is this case as for the second time you have honored us with your visit. We are pleased that you have been able to find certain changes in our restaurants as they are now in The Grill in which we have started with Argentinian style dinners to delight the palate of our guests. Likewise as you share in your review, in each pool and in each area there is something to enjoy and with a constant variety. We undoubtedly appreciate your recognition of our beloved Gustavo who promulgates our values ​​thus achieving a positive impact on our guests. Thank you for each one of your comments as this will help us to be the best and provide an unforgettable experience to our guests.

Best 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 3 weeks ago

Highly recommend...Better than expected! Amazing food, service & pampering. Fabulous experience. We were treated like royalty. Great adventures & spa services using our $1500 in resort credits. Must visit!

Room Tip: Garden view double
Stayed: March 2018, traveled with family
Review collected in partnership with this hotel
Thank Tiffany B
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 3 weeks ago

Dear Tiffany B,

Our promise to guests is to deliver fun and memorable vacations that they will treasure forever. It's our team members who through their shared dedication and commitment, make our guests' vacation experience one of a kind in the destination. Cerainly your recommendation will allow other travelers to see the amazing experiences that we are able to create at The Grand. Thank you for giving us the honor to host you and we look forward to see you once again in a very close future.

Cordially,

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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