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Moon Palace The Grand - Cancun

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Carretera Federal 307 Km 340 Cancun-Chetumal, Cancun 77504 Mexico
COVID-19 update: See the added health and safety measures this property is taking.Read more
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Dining (1760)
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Travel safe during COVID-19
Visit our Travel Safe hub to see how we're helping you make more informed travel decisions during COVID-19.
What you can expect during your stay
  • All linens sanitised in high-temperature wash
  • Face masks required for staff in public areas
  • Floors marked for social distancing
  • Hand sanitiser available to guests & staff
  • Stay-at-home policy for staff with symptoms
  • Regularly sanitised high-traffic areas
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Updated 17/07/20 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
A note from Moon Palace The Grand - Cancún
Updated 17/07/20 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.

About

#3 of 278 hotels in Cancun
Location
Cleanliness
Service
Value
Located on Cancun's tranquil south shore, ten minutes from the airport, this luxury all-inclusive resort offers more than 1,000 accommodations offering double whirlpool tubs, 24-hour room service, top-shelf drinks, free WIFI, CHI-branded amenities, aromatherapy and pillow menus, and complimentary calls to Continental US, Canada, and landlines in Mexico. Over-the-top amenities are included for everyone, including the state-of-the-art Playroom, complete with bumper cars; a huge variety of upscale dining options and bars, not to mention world-class entertainment and nightlife. With the added indulgences of an Awe Spa® for hard-core pampering, an incredible Bowling Alley, and the Jack Nicklaus Signature Golf Course within nearby reach, Moon Palace The Grand has endless options for wholehearted enjoyment, and much more.
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Pool
Fitness Centre with Gym / Workout Room
Free breakfast
Beach
Bicycle rental
Babysitting
Valet parking
Wifi
Hot bath
Lazy river
Pool / beach towels
Infinity pool
Adult pool
Outdoor pool
Heated pool
Private pool
Fitness / spa changing rooms
Fitness classes
Sauna
Bar / lounge
Restaurant
Breakfast available
Breakfast buffet
Snack bar
Swimup bar
Poolside bar
Golf course
Tennis court
Water park
Aerobics
Bicycle tours
Entertainment staff
Evening entertainment
Table tennis
Nightclub / DJ
Indoor play area for children
Children Activities (Kid / Family Friendly)
Kids club
Kids' outdoor play equipment
Free airport transportation
Airport transportation
Shuttle bus service
Car hire
Business Centre with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Full body massage
Head massage
Massage
Salon
Steam room
Rooftop terrace
24-hour security
Baggage storage
Concierge
Currency exchange
Gift shop
Non-smoking hotel
Shops
Sun umbrellas
ATM on site
Butler service
Doorperson
24-hour front desk
Dry cleaning
Laundry service
Ironing service
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Room features
Allergy-free room
Air conditioning
Additional bathroom
Housekeeping
Private balcony
Minibar
Refrigerator
Flatscreen TV
Room service
Safe
VIP room facilities
Iron
Laptop safe
Wake-up service / alarm clock
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Room types
Ocean view
Non-smoking rooms
Suites
Family rooms
Good to know
HOTEL CLASS
Languages Spoken
Spanish
Hotel links
Special Price:Beat the winter blues
11072Reviews1965Q+A100Room tips
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Rej wrote a review Yesterday
29 contributions7 helpful votes
If I were to review food & drink quality, no doubt, it'll be a 5 star rating! However, I'm giving 4 stars for overall experience, here's why. Let me start off with the PROS. - Staff were amazing! They weren't rude, they didn't force us to attend the "membership meeting", they weren't pushy, everywhere we go the staff are amazing! - Their food were gourmet and our personal favorite restaurant was Jade, Habibi and Tavola. Their staff are very courteous. Drinks were also so amazing. I've been to an all inclusive resort and Moon Palace made drinks like how a drink should be made! My personal favorite, French Martini! There are only 3 restaurants that you need reservations for and you can reserve up to 48 hours to get the time slot. If you reserve 24 hours prior most likely, it's fully booked. - They have golf carts to take you to places around the resort and we never had a problem hopping in one. They come around very so often and if they're not in route most of the drivers will call someone to pick you up or you can ask them if they can call if you've been waiting a while. -They even have a shuttle bus to take you to Sunrise and Nizuc. - They have countless amenities you can enjoy! I have a 2 year old and he loved going to the playroom and the Wired where you can play unlimited arcade and video games! -Water park is a must if you have kids, they will love it here. - They have a resort app which was the Palace app that I used most of the time to request anything for our room or if I had questions regarding reservations or to make dinner reservation. They were very quick to respond. This app was my Holy Grail, I didn't have be in my room to call if I had any questions or requests for our rooms. - They have plenty of pools you can enjoy. We didn't have any problem finding lounge chairs regardless the time of day. They didn't have any time time frame to use the pools either at the lost tacos pool at least, we would stay til 8 swimming and enjoyed the pool all to ourselves! - They followed up on issues we had with our room which was a good gesture. The CONS are mostly the room and housekeeping. Rooms: Upon checked in they gave us a room in building 92 with 2 double beds. We requested a King bed since we have a 2 year old with us and the double beds were pretty high and it's a size of a full bed. We were scared our son will fall off the bed. 3 days into our vacation we were moved to a room with a King bed which was in building 85. AC was broken, shower door was broken and a spider laid eggs on our floor. Easy fix, we call operator and someone came and fix the problems. We just moved into this room and I just felt downgraded from the room we first stayed at. At least make sure the room is fully operational before checking guests in. House Keeping: The house keeping was a bit odd for me, our plates from room service a night before were picked up but they don't clean the tables and they don't do turn down service? We would have our light on for a turn down service but we would get back in our room, our bed was made BUT residue from when the electrician fixed the AC were still there, the baby spiders were still in the room, the trash weren't emptied. When I saw this I was furious! We would leave tip for house keeping, just a thank you for cleaning and changing our towels. They basically, just picked up our plates, fixed the bed and that was it. After that day though, we complained and no more leaving tips at all. If Moon Palace is reading this, I suggest to check on housekeeping department, they really do a lousy job in building 85. I shouldn't be calling guest services for something that should've been done during turn down service. The next day however, whoever did a turn down service in our room went above and beyond. Other than these issues, our vacation was great! We barely stayed in our room since we were too busy enjoying their amenities. But since housekeeping didn't meet the 5 star expectation, I took one star out. Here's my tip for you if you will be staying here. -Download the Palace app. This will make your life easier. -If waiting for a golf cart and some drivers aren't going where you need to be dropped off, you can politely ask them to call someone. (Most has the courtesy calling it in without you asking.) Also, do let them know your room building and room number so they can drop you off to the nearest drop off place. - To avoid an hour of waiting for restaurants, Dine at 6PM or 9:30sh PM you'll wait less. Their busiest is 8-9PM. - If you want to dine in Habibi with a show, get there early before it starts or you can try calling public relation to book your dinner reservation 48 hours ahead of time. Otherwise, Diamond members will be taking all the seats. Would I recommend this place? Yes for family vacationing because this place is worth every penny. From food, to amenities, to customer service. BUT I just have to warn you, staying on first floor, you'll see things that will prompt you calling guest services. So if you can, request for a second floor accommodation. We're actually going back there next year and bringing in our friends and family. I hope housekeeping is better by then.
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Date of stay: October 2021
Value
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Room Tip: Don't stay in building 85. Building 92 is close to the water park and walking distance to the...
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Joan T wrote a review Jun 2021
Southold, New York6 contributions19 helpful votes
Hotel's Favourite
My family and I traveled to Cancun (Moon palace) last wk 6/6/21 - 6/13/21. The resort is very conscientious regarding Covid. I had no fears about "catching" it. The staff were wonderful, especially at the Grand: Somelier Mauricio, Juan Jose Ramirez, Norma Angelica and Miguel (concierge at the diamond pool.) I will be back.
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Date of stay: June 2021
Location
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7 Helpful votes
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Response from social media Palace Resorts, Propietario at Moon Palace The Grand - Cancún
Responded 14 Jun 2021
Dear JoniTork; Thank you for choosing The Grand at Moon Palace Cancun. It is great to read your positive review, we thank for taking the time to share it with us, we are pleased that you enjoyed our facilities and services. We very much appreciate your recommendation and we hope to see you again. Best Regards, Cesar Fallardi Operations Director The Grand at Moon Palace Cancun
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Kevin F wrote a review Yesterday
1 contribution
We were treated like royalty from the staff. The amenities that they offer are spectacular. The restaurants are to die for! This luxurious resort has it all. I would personally like to thank a few staff members in particular: Eduardo at the romantic dinner, Yari and the Cusco Swim Up Bar, Pablo at the Unique Day Club, and Pita and McGyver at the Library; you guys made our stay so amazing, it’s something that I will never forget and we will definitely be coming back to see you. Listen people, if you’re lucky enough to be served by these staff members, treat them well; because they treat you not only like royalty, but like family and are really entertaining and on top of their game! Until next time!
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Date of stay: September 2021Trip type: Travelled as a couple
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mdcBuffalo_NY wrote a review 26 Oct
Buffalo, New York2 contributions4 helpful votes
We have been coming to Palace resorts for 15 years. We just got home from staying at Moon Palace Grand and had another wonderful vacation. We keep coming back because of the employees of Palace and the 5 star service they give us. Some stars that stand out for this trip. Fredrick who picked up our luggage. He was friendly and courteous. We loved hearing about his family and two small children. Arturo and Edwin at the Nizuc pool took care of myself and my husband for several days. They kept checking in on us to see if we needed anything. Guigliermo at Tavola was top notch. One of the best waiters we have ever had at Palace. He made suggestions on food choices. Was very friendly and courteous and very service orientated. He should be training the rest of the staff. What an amazing waiter. All in all another great vacation. Hope to see you again soon Palace. Mirella and Edwin
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Date of stay: October 2021Trip type: Travelled as a couple
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Response from , Propietario at Moon Palace The Grand - Cancún
Responded yesterday
Dear Mirella and Edwin, Thank you very much for your recent visit to Moon Palace The Grand Cancun. Please know that we are truly grateful for your loyalty and it is always a pleasure to welcome you. We are delighted to hear that you had a fabulous stay and it is so heartwarming to know that we are your Cancun home. We want to thank you for your thoughtfulness in mentioning those who went above and beyond during your stay. It is always much appreciated when someone takes the time in mentioning those closely involved in their vacation experience. We will definitely share your kind comments with them. Your feedback is extremely important to us; we always welcome any constructive criticism that could help us serve you better next time. We hope to be able to continue welcoming you for more memorable Palace Experiences! Best regards, Fernanda Rodríguez E-Concierge
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Sarah B wrote a review 25 Oct
3 contributions
Wanted to find an all inclusive resort for our wedding guests, as we were getting married at a nearby private venue. After extensive research (20+ hours) and talking with several hotels group planning departments, we chose Grand at Moon Palace because of their reviews, restaurants, and perks from traveling as a group. Leading up to the trip, we experienced difficulty coordinating with the corporate groups department. Over 9 months we had 5 different coordinators, and some people's reservations got lost or were not booked under our room code. Representatives were not responsive, sometimes needed multiple e-mails. We also saw some reviews on the TripAdvisor page citing seaweed issues, and that the hotel was not as great as reviews. We were slightly anxious about these issues, since we were bringing so many people to this $$$ resort. However, as soon as we arrived to the property, our concerns dropped and it felt like we were in heaven. The lobby is stunning, and the service is impeccable right from the beginning. They were able to place our guests near each other, and accommodated a few last minute changes/requests. Nahum from the events department did an amazing job helping us plan our events at the resort. We had a welcome reception, game night, and bye brunch that Nahum helped us coordinate, and it was so easy to plan, and the staff did an amazing job working the events. I wish I had caught everyone's name who was serving at the events because they were amazing - Francisco and Ferdinand were 2 of them! Because it was our wedding week, we had lots of cash in the room, usually locked up in the safe. However a couple times, we indicated privacy on the room because we didn't have time to collect and lock our stuff up, and when we got the back, the room was cleaned. We were worried having so much money and our wedding rings out, but we counted it all out and nothing had been touched. And it was nice to have our room cleaned, despite having valuables out. The restaurants - my god, they were better than I could've imagined. I'm a major foodie, and every restaurant's food was delicious. Cusco, JC Steakhouse, Caribeno, Grill, Habibi, the buffet.... So so good. The only one that didn't 100% impress was the Italian spot - calamari wasn't great (accompanying marinara was!), pizza a bit undercooked, and took a long time for food to get ready. At Cusco they did a large family style tasting menu set up - just brought out their best dishes in rounds of courses. Couldn't have been better. The precision, restraint, delicacy of the food is beyond what you would ever expect at an all inclusive. Plus plates are small so you get to try lots of things, which is the best way to eat! Some room service items could be better, but once you find good ones, it's excellent. Can order through the app on the phone and it shows up quickly. Service of our room while we were there was so good - staff was always stopping by, dropping off beers, chocolates. This was such a special trip for us, and we can't wait to come back. Thank you to the Grand at Moon Palace staff for making our trip such a memorable one.
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Date of stay: October 2021
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Response from , Propietario at Moon Palace The Grand - Cancún
Responded 2 days ago
Dear sarahbC6847GD, Thank you very much for taking the time to share your experience at Moon Palace The Grand, we feel much honored to learn that you have made us part of this memorable and special occasion. It is always great to read how much you enjoyed your time with us and that since your arrival the staff pampered you and provided you the service and attention you deserve. Please allow us to assure you that we will carefully revise your feedback on the housekeeping access standards and room service items, in order to make the necessary adjustments and provide you with enhanced experiences in the future. For us making your stay safe as it is enjoyable is the priority. We feel really pleased to know you felt comfortable in your room and that you liked our gym. Also, we want to thank you for mentioning that our food is exceptional, in Palace Resorts we strive to provide our guests with the best possible service, so the quality of the food is very important to us. Thank you again for your kind review and we sincerely hope to welcome you back soon to continue creating memorable experiences for you. Best regards, Fernanda Rodríguez E-Concierge
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PRICE RANGE
US$450 - US$861 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
1316
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Frequently Asked Questions about Moon Palace The Grand - Cancún
Which popular attractions are close to Moon Palace The Grand - Cancún?
Nearby attractions include Xoximilco Cancun by Xcaret (3.4 km), Wet'n Wild Cancun (5.4 km), and Ventura Park (5.4 km).
What are some of the property amenities at Moon Palace The Grand - Cancún?
Some of the more popular amenities offered include a swimup bar, free wifi, and free breakfast.
Which room amenities are available at Moon Palace The Grand - Cancún?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Moon Palace The Grand - Cancún?
Guests can enjoy a swimup bar, free breakfast, and an on-site restaurant during their stay.
Is parking available at Moon Palace The Grand - Cancún?
Yes, free parking and valet parking are available to guests.
What are some restaurants close to Moon Palace The Grand - Cancún?
Conveniently located restaurants include Los Caporales, Manglar Buffet Restautant, and Bugambilias.
Are there opportunities to exercise at Moon Palace The Grand - Cancún?
Yes, guests have access to a pool, a fitness centre, and a sauna during their stay.
Does Moon Palace The Grand - Cancún have an airport shuttle?
Yes, Moon Palace The Grand - Cancún offers an airport shuttle for guests. We recommend calling ahead to confirm details.
Does Moon Palace The Grand - Cancún have airport transportation?
Yes, Moon Palace The Grand - Cancún offers airport transportation for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Moon Palace The Grand - Cancún?
Yes, dry cleaning and laundry service are offered to guests.
Does Moon Palace The Grand - Cancún offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.