Moon Palace the Grand Cancun All Inclusive

You should change beds. It is very uncomfortable. I couldn’t sleep at all. I woke up every hour at night. Also don’t expect to see the ocean. Views from windows are sucks.

Overpriced for a standard all-inclusive experience. Have to wait for shuttles/trams to get around the property. A/C, phone didn't work in room. Mosquitoes in room. Reservation system for dining is very limiting. Have to wait in lines for breakfast. Food service at pool is very slow (1 hr wait) and doesn't open early enough, so kids are very hungry. Stairwells and halls leading to rooms are very dirty and were not cleaned the entirety of our stay. Waterpark is essentially what you have at great wolf lodge, but outdoors. Cannot book spa appointments through app. Credit system is confusing. So much is at an extra cost and not truly all-inclusive. Called ahead of trip to get clarifications, and when we arrived, they backtracked on everything. Bait and switch.

Very clean, many helpful staffs

every year, their services and Cleanliness get worse and worse.

I hated the air freshener smell in the Grand Lobby, particularly when you walked into the downstairs lobby area. It was overwhelming and nauseating, and I think it will keep me from returning. Otherwise, I was really happy with the hotel.

Excelente was all inclusive

I tried to resolve this peacefully but the customer service department in The Grand Moon Palace was of no help. Synopsys of all of this. Don’t believe anything their sales people tell you. Detailed event is written below. The day was Tuesday, August 22, 2023 and we were invited to a presentation for future members of the resort. They tried to sell us a product but we respectfully declined to purchase anything they had to offer. We were then walked over to another area where they would process our exit from the facility. This was an area that had multiple stand up desks. Close to the end of the closure process the moon palace representative offered us a voucher for $299. We told him our circumstances and that we were a family of five. Everything seemed like a good deal. Therefore we purchased the voucher and left that place. Later that day we started to check the voucher that we purchased. That is when we realized that the sales person wasn’t truthful about what he said. Considering that we are a family of five unfortunately we would be forced to purchase two rooms and other costs were involved for our stay. Therefore the voucher made little sense for us to utilize. This is considering that we have multiple friends that are members and we can go with their discount. We tried to call in to explain the situation and try to get a refund. They told us to wait till the following day and see them in the morning in order to speak to the moon palace salesperson. This is where it gets very interesting. When we walked up to the area with the stand up desks we were able to speak to the salesperson that sold us the voucher. He clearly remembered us and we explained to them the situation. He was very courteous and agreed that he failed to provide us the proper information for the voucher. He walked over to his manager in order to help us with this matter. He tried to not get us a refund but in the end we came to an agreement. He said that he would get us a refund. When we tried to get some form of proof he said that we can take a picture of him as proof. I didn’t agree with him on his train of thought. He also said that by canceling my credit card, that would also be enough proof to process the refund. We decided to believe in his word. Which was a huge lesson, don’t ever trust a sales person. This situation caused many headaches because the cancellation of the credit card caused me to update my information in multiple companies that were tied to it. Thus wasting a lot of my time and in the end not even being able to get our money back. Their sales tactics are very shady and I’m sure have caused issues to many other people. I also can’t believe that they can’t find the person who sold the certificate to us. Sales people make their money from sales ergo the name of their title. Therefore, in order for them to get paid the sale is tied to that person. Our sales receipt shows the exact time that the purchase took place yet the resort doesn’t want to

I travel often- both for work and personal/vacation. This is my third time staying at a Palace Resort in the last 18 months- twice at Le Blanc and this latest trip at Moon Palace the Grand. I went with my two sons (14 and 11 years old). The staff was considerate and kind, helpful and inviting. The grounds were clean- and the resort had so much to offer! It was hard to leave- the kids loved it and could've easily stayed another week! However, I do want to share where I was disappointed. About the 5th day into our stay, my boys begged me to find out information about the membership. They definitely want to come back and this time bring their cousins and friends. So, that only gave me one day to listen to the membership presentation. Before dinner, I stopped by the lobby to speak to someone. Her name was Ana and she had just started working there (about 3 weeks)- and she was great and kind. She was trying her best to figure out when I can go the following day. It was a Friday and only had 12:30pm offered. But that's when my children will be doing sports and activities in the pool, so she spoke to her manager and they were able to get me into an 8am time, BUT, I was told that one of my children would have to join me. I was puzzled as to why- so was Ana- so she called her manager over to discuss it with us. Her manager (didn't get her name), in a very rude and condescending way told me that this marketing program is designed for couples, so if I want the present at the end, I have to bring someone with me. I wasn't doing this for the present- I was leaving in less than 36 hours and would likely not have time to redeem the present. She looked at me up and down, again condescending, and made me feel insignificant because I was not traveling with a husband. Is this how this resort treats widowers and single mothers/fathers? And she did it in front of my children. Which made this far more dramatic than it needed to be. I understand and respect the rules and marketing program protocols, however, I am truly concerned with the morality and integrity of this program against widowers/single parents, such as myself. All for a present? I decided not to attend the membership presentation. And, unfortunately, I have a lot of family and friends who are now in those same circumstances (widowed/single parents) and will recommend Palace Resorts as a great place to vacation (because it truly was), but not for the membership.