Moon Palace The Grand Cancun

Cancun, Mexico

Virgin rating

The hotel

This is no minimalist hideaway – Moon Palace The Grand Cancun is an unashamed ‘maximalist’ mega-hotel packing in its own bowling alley, nightclub, and even a water park complete with lazy river, wave pool, and super-soaker slides. The children’s play zone features a neon mini golf course, bumper cars, a mirror maze, and a 3 floor labyrinth - keeping them entertained for hours! And they’ve gone gloriously over-the-top with their all-inclusive dine and drink package too, with top-shelf drinks and all restaurants included, covering fine French dining, flavourful Mexican favourites, tempting tapas, among the global menus of this luxury 5-star palace.

Amenities

  • Bicycle Rental
  • Families
  • Bar
  • Evening Entertainment
  • Fitness Centre/Gym
  • Internet Access
  • Night Club
  • Restaurant
  • Room Service
  • Spa
  • Swimming Pool

Where is it

Located on Cancun's south shore. Transfer time from airport: 10 minutes.

Hotel information

1,304 rooms and suites. All with a furnished balcony, air-conditioning, smart TV with streaming via Google Chromcast, complimentary WiFi, Lavazza® coffee maker, mini-bar (restocked daily) with liquor dispenser and bottle of wine upon arrival, safe, iron and ironing board, and double whirlpool tubs. The bathrooms feature a double sink vanity, private bath and shower with CHI® bath amenities, bathrobes, slippers, and CHI® hairdryer and straighteners. 

Grand Deluxe Garden View Rooms with 1 king-size bed or 2 double beds, sleeping maximum 4 adults. 

All Inclusive of: all meals and snacks, 24-hour room service, stocked mini-bar, in-room drinks cabinet, WiFi access, plus a range of domestic and imported beverages including sparkling wine. All activities, entertainment, land sports, and non-motorised water sports, including the business centres.

Grand Honeymoon Suites feature additional romantic welcome amenities (subject to availability), with 1 king-size bed, sleeping maximum 2 adults.

Grand Swim-Up Suites offer direct pool access, with 1 king-size bed or 2 double beds, sleeping maximum 4 adults. 

Grand Family Suites offer one room with a king-size bed and a connecting room with 2 double beds. The kids' room includes an Xbox 360 plus a selection of Xbox games (on request), L’Oreal kids bath amenities, kid-size slippers and robes, and a mini-bar stocked with sweet treats. Family Suites sleep maximum 6 people.

Grand Governor Suites feature a spacious living and dining room, with seating for eight people, dressing room with private shower, and 1 king-size bed, sleeping maximum 2 people. 

Grand Presidential Suites consist of two adjoining rooms with private baths with showers (one room has the double whirlpool), a dining and bar area plus a living room area. The master bedroom has 1 king-size bed and the second bedroom has 2 double beds, sleeping maximum 6 adults. 

Casa Mia (signature Mexican restaurant, open for dinner). Le Chateau (adults-only French restaurant, open for dinner). The Grill (international lunch buffet, and authentic Argentinian cuisine for dinner). Cusco (Peruvian cuisine, open for buffet breakfas and lunch, plus a la carte dinner). Caribeno (seafood restaurant with ocean views, open for buffet breakfast, and a la carte lunch and dinner). Habibi (Middle-eastern dining experience, with 'mezze' style dining, open for breakfast, lunch and dinner). Circus (restaurant designed 100% for kids, with entertainment and child-friendly dishes). The Grand Buffet (international buffet, open for breakfast, lunch and dinner). La Cantina (traditional Mexican eatery, open for buffet breakfast and a la carte dinner). Jade (innovative Japanese restaurant, open for dinner). JC Steakhouse (open for dinner). Tavola (Italian fare, open for lunch and dinner). Plus a range of cafes and snack options. 13 bars including swim-up bars, beach bars, a karaoke bar, and lobby bar. Access to additional restaurants and bars at Moon Palace Cancun, next door.

Nightly shows for all ages. Unique Day Club (adult-only pool bar) and Unique Night Club* (ages 18+ only, Monday, Wednesday and Friday). Karaoke Bar.

9 swimming pools. Water adventure park with a wave pool, kids splash zone, lazy river and water slides. Triple ProFlow® Wave Simulator. Awe Spa* with hot and cold plunge pools, steam room and sauna. Fitness centre. Yoga and pilates classes. Bowling alley*. The Dreamery for ages 4-12 year, a new concept designed for kids full of surprises, games, activities and amenities. The Playroom for ages 4-17 years, where kids can enjoy face painting, video game area, mini movie theatre, bumper cars, neon mini golf, 3-floor soft play, sky trail, laser maze, interactive sports and more. Bounce zone. Wired Lounge, a gaming hub suitable for everyone, with arcade and console video games served with sweet and savoury snacks. Non-motorised water sports inlcuding kayaking, paddle boarding, and sailing. Jack Nicklaus Signature Golf Course nearby*. Moon Palace golf academy*. Access to additional amenities and activities at Moon Palace Cancun, next door.

Complimentary WiFi access. Pool concierge. 24-hour room service.

Please note: a travel tax of $11 per adult (over 15 years old) applies when visiting the Mexican state Quintana Roo. The payment can be made prior to travel, upon arrival or during the stay, as the tax will be imposed upon departure. There is also an additional Environmental Sanitation Tax of $3.72 USD per room, per night (payable locally, subject to change).

* Denotes local charge. 

Latest travel advice

Rating summary

  • Location Image of the Tripadvisor rating
  • Sleep Quality Image of the Tripadvisor rating
  • Rooms Image of the Tripadvisor rating
  • Service Image of the Tripadvisor rating
  • Value Image of the Tripadvisor rating
  • Cleanliness Image of the Tripadvisor rating

Traveller rating

  • Excellent (11338)
  • Very good (769)
  • Average (372)
  • Poor (196)
  • Terrible (340)
Image of the Tripadvisor rating Family Vacation

Apr 12, 2024 bonanibomfim Sammamish, Washington

We had an amazing experience at Moon Palace- The Grand. Cecilia was helping us as part of our VIP experience and made everything easy for us. All staff were great, Alicia and Bryan from activity pool were amazing at motivating us to participate on all the games and group exercise. We highly recommend this hotel!!
Image of the Tripadvisor rating The stay itself was excellent

Apr 11, 2024 Y7387WKmarkr

Here is a start to finish review: The transfer Cancun airport can be a bit of a shock if you’ve not visited before with trying to find out how you take the transfer being tricky. This isn’t Palace Resorts fault, it’s just how the airport operates particularly when the roads are busy. So if you only have a group transfer they can be a bit of a… Read more
Here is a start to finish review: The transfer Cancun airport can be a bit of a shock if you’ve not visited before with trying to find out how you take the transfer being tricky. This isn’t Palace Resorts fault, it’s just how the airport operates particularly when the roads are busy. So if you only have a group transfer they can be a bit of a free for all. So first tip is take up the option of a private transfer when booking, it will be worth it! Reception/ arrival We’ve had varying experiences of the reception queues. I know from other reviews some people have had a long wait. We’ve been lucky so far, but do be prepared at busy times or when a coaches arrive at the same time for a wait. I’m not sure what they can do about that to be fair. The complex The Moon Palace complex consists of three hotels: Sunrise, Nizuc and The Grand. The Grand is the most exclusive (and expensive) of the three and in theory you can’t visit from the other two without buying a day pass. We’d brought our extended family to Nizuc before and 18 months later we’d ‘upgraded’ to The Grand. The rooms Rooms are spacious and of a high standard and even the lowest category appears to have a large jacuzzi bath. The pools, beach and waterpark The beach is well maintained especially given the sea tends to wash a lot of detritus up. Most people sit around the pool, but if you do sit on the beach you can get service. The waterpark is the big draw for a lot of families, so can be somewhat noisy if you have a room nearby. But it closes reasonably early and there are plenty of other pools to hang out away from the waterpark. Like most hotel pools there are people who leave their towels early and hog the best areas. The pool staff do a pretty good job at policing this without upsetting anyone. There are areas reserved for their various membership classes but there seemed plenty of space for everyone. Service, food and drink Like Nizuc the staff work very hard and we have always had good experiences with service at the pools and restaurants. I’m somewhat surprised by some of the negative comments on the food because we have always been satisfied especially given it’s all inclusive. Entertainment Each evening there is entertainment laid on and if you are staying at The Grand you can choose to go to the other ‘lower’ cost resorts to sample their food and drink and their entertainment. My experience of the entertainment is that it is aimed at families and is of the holiday camp type style. But the people performing are all very enthusiastic so if you go with the right attitude you will enjoy. Golf We’d actually received an inclusive round golf as part of our offer. We were bused to a pretty run down all inclusive golf club instead of the rather plusher courses on site. It was about a 20 minute transfer and we had to wait a while to be taken back. So worth checking if you do take advantage of the ‘inclusive’ offer that you are playing on a course at the Moon Palace complex or elsewhere. To be fair the other course staff could not have been more friendly and the course was adequate. I’d recommend catching the free carts/ buggies out to the golf complex even if you aren’t playing. It’s a fun journey and it’s like a sanctuary out there by comparison and the bar and restaurants are still inclusive and you can use resort credits if you did to buy some golf stuff. Perfect place to get some rest from the hubbub of the main resort areas. Other facilities Fortunately, we didn’t need it this time, but on our last visit one of our party (a young girl) was unwell. There is an on-site doctor who visited her on several occasions and medicine was brought in for us. I am not sure whether they have to have someone on site, but either way this was very reassuring. The breakfast sales pitch I’ve included this as if you have ever been to a Palace Resort in Cancun you will certainly have been asked to attend one of the breakfast sales pitches to try and upsell the membership scheme, which is essentially a type of timeshare. In fact, they were somewhat surprised given we’d been before that we had managed to avoid attending. It’s a two-hour process which starts at breakfast. It’s clearly a well-oiled machine, with involves over a 100 people taking people through the process simultaneously. You go through a series of sales pitches. As you decline one, a new sales person greets you and offers a deal which is for less commitment from you and less cost. Eventually if you decline all the offers you are then sent to a desk to confirm you details so the resort credits you are offered for attending the pitches can be processed. Be aware though the sales pitch hasn’t ended, and this is where the sales process which has been professional to this point is let down. You are shown an iPad screen with “one last offer” which the Sales Rep says is a 4 day/ 5-night stay in a Palace Resort to be taken within the next 18 months at a cost of $299. It is explained that they want you to come again but that extra days are at additional cost and there are some black out days around Christmas and certain holidays. We paid the $299 on credit card as it seemed a fair offer. In all likelihood we’d do more that 4 days, but we knew that was at more cost, so fair enough (or so we thought). Using voucher for future stay A few months later we started to plan our trip. However, when trying to use the voucher we discovered that our chosen 4-day trip wasn't free it was $1260. So, we contacted the reservations team to try and understand why this was the case assuming it was a technical error. We were then told that the $299 wasn't to cover the 4 days, it was only to enable us to get a 'special' discount on the standard price and referred us to clause 3 in the terms and conditions small print (which wasn't mentioned when we were sold to and paid our money). Given the 'standard' price on-line was $1686 without the voucher. This is a difference of $424 and if you take off the $299 you have already paid you are left with a saving of $125. So you are paying $299 to save $125 on a $1686 holiday that you have to take within the next 18 months. Whatever the rights and wrongs of the deal then I can assure you and as I also assured the person in the complaints team at Palace Resorts that it is not being positioned like that! As I stated to Palace Resorts in our correspondence at no point did the person who sold to us point out the terms and conditions. Even reading the terms and conditions it is not clear what this means. At no point in the terms and conditions or in the main body of the email they follow up when you are sent the voucher, does it mention that this is an offer to receive a higher level of discount. In my opinion the offer is deliberately misleading and the sales person in Cancun exploited that. It is also worth pointing out that the Complaints Team accept that even their terms and conditions are misleading and I quote from the complaints team email "..we regret that the terms were unclear and might have caused a misunderstanding of how the certificate works." They went on to say "We have escalated with Palace Resorts Management for quality purposes as we strive to provide the best possible service to our clients, and your feedback is highly appreciated." Summary If Palace Resorts are not trying to deliberately misrepresent the offer then surely a sensible course of action to restore confidence to myself and future visitors would be: 1. Having accepted in writing that their T&Cs are misleading Palace Resorts wouldn't it be sensible to commit to rewriting the T&C's so that other customers are not in the same situation. 2. Having also said in writing that they will escalate to Palace Resorts Management, that they commit to re-training their sales staff in all resorts not to mis-represent these kinds of deal. Palace Resorts make the selling of their membership an integral part of the holiday experience. Given they have decided to do that then I think it’s perfectly reasonable to include a review as others have done as part of judging the overall experience. Maybe the simple recommendation is don’t attend the breakfast briefings. It’s such a shame as it ruins an otherwise excellent experience. Read less
Image of the Tripadvisor rating Amazeballs!

Apr 11, 2024 TheSarahsx2 England, United Kingdom

Rosa and Andres at Family Cusco pool! Absolutely brilliant, attentive and professional! Loved having them look after us so well and make our family holiday and so special! Words don’t really matter it’s the recognition. They are fab!!!! Would absolutely reccomend this hotel and may even come back one day.
Image of the Tripadvisor rating Wonderful family trip while accommodating food allergies

Apr 10, 2024 Crystal Y Charlotte, North Carolina

Our family of 4 had the most amazing time at the Grande! There was so much to do - its food, entertainment, amenities were all wonderful but its people were the BEST! Huge thank you to Daniella at PR for helping us navigate our daughters food allergies safely and all the wonderful servers and kitchen staff at all the restaurants for helping us as… Read more
Our family of 4 had the most amazing time at the Grande! There was so much to do - its food, entertainment, amenities were all wonderful but its people were the BEST! Huge thank you to Daniella at PR for helping us navigate our daughters food allergies safely and all the wonderful servers and kitchen staff at all the restaurants for helping us as well. Rhe kids play one by the waterpark was a dream for our 4 & 6 YO, and the spa was world class amazing! We can’t wait to return! Read less
Image of the Tripadvisor rating Outstanding Hotel

Apr 10, 2024 Grant H

Absolutely amazing 10 days at the Grand. This was our 2nd time and didn’t disappoint from our previous visit. Staff are fantastic, some special mentions go to Ernesto at Day Club Pool, Juan in La Chateau and Juan in The Grill and Carlos in the Lobby Bar! Housekeeping slightly let it down as most days the cleaner didn’t arrive until 5 - half 5 and… Read more
Absolutely amazing 10 days at the Grand. This was our 2nd time and didn’t disappoint from our previous visit. Staff are fantastic, some special mentions go to Ernesto at Day Club Pool, Juan in La Chateau and Juan in The Grill and Carlos in the Lobby Bar! Housekeeping slightly let it down as most days the cleaner didn’t arrive until 5 - half 5 and when she did, bins not emptied, diffuser not topped up etc. Entertainment was fantastic but does repeat itself each week and so for those who stay longer than a week (I would assume most UK travellers because of the flight time) it’s the same. Food was outstanding and we had no issues getting reservations (we previously went in Aug and it was more difficult, although some of the restaurants have had capacity increased since we last came). The Day Club pool was fantastic and we never had any issues getting a bed, however unless you were up before 7 and claimed a bed round the other pools, you were unlikely to get one. We did a morning excursion and on our return couldn’t find a single bed. When we got to the day club there were loads and so we decided to use this pool for the remainder of our holiday. However those with children can’t use this pool so families would need to be considerate of this, although it seemed to improve towards the end so could have been due to American Spring Break which finished part way through our stay. We did notice some of the outside areas needed a bit of TLC eg lights being knocked over (but quite a few) and the wooden bridges and walkways over the lakes were closed off and clearly needed repairs. However the positives of this hotel completely out way the very minute issues. We will 100% be coming back again! Read less