The Grand at Moon Palace

First of all, this is a painful review to post. We are Palace Members and have stayed at multiple properties and loved them all... until we stayed at Grand. Let me get the bad stuff out of the way first. We had money (my daughters) and a Christmas gift taken from our room. We alerted Palace Security at 12:30am when we discovered the items were missing. They can to the room quickly and interviewed each of us. Then, with our permission, went through the room and belongings with a fine tooth comb. Trash, dirty laundry, suitcases, purses, backpacks, etc. literally they searched everything and everywhere in the room. They stated they would chat with everyone who had been in the room. We, obviously, appreciated their process, but did not expect anyone to admit to taking the items. Palace called a few days later and stated that their investigation was concluded and no results were found. Again, no surprise. The items were not in the safe, so shame on us. The safe was full of other items, and we should have requested the items be kept with hotel safe. But that sure makes access to the items quite a hassle. The property is huge. And it and lacks a personal feel. Twice during our 9 day stay The Grill Restaurant ran out of hamburgers and hotdogs. Once both meat and buns, the other time just buns. The Air Conditioning in the room didn’t work well. We called and they sent someone up who agreed it was not working well. They came back to the room later to complete the repair, but the temperature never was adequate despite another attempt to resolve. The rooms feel like they really need a makeover. The beach and clear water you see in the Hotel Zone is not what you will find at The Grand. This isn’t any fault of the property, but if you expect white sand and crystal clear water, you will be disappointed at The Grand. Edith at PVP was horrible to work with. We had a simple request and she was absolutely not interested in helping, but very condescending as well. Adriana with PVP stepped in to assist and was very helpful and professional. Evelyn and Veronica at Guest Check-in we’re very helpful and professional. Thank you! Abraham, Entertainment Staff at the Olympic Pool is fantastic. There are several pools, so it’s easy to find one to suit your taste. The coffee shop was a hit with all in our party 9 total). Please add this fantastic feature to Cozumel Palace!!!! The property felt like a huge cruise ship, but with many of the staff that doesn’t feel they need to be warm and accommodating. Just because it wasn’t a grand experience for our group, doesn’t mean it isn’t for some people. We likely won’t return, but will opt instead for Cozumel Palace and the other fantastic Palace Properties. Read less

We had a fantastic time at The Grand At Moon Palace. Their team was inviting and prepared to deliver an excellent experience for myself and all of our guests. We had approximately 400 people stay here for the annual Midway Dental Education Destination Trip, and we were all very delighted. I would also like to give a special thanks to Samantha, Gabrielle, and Romina for aiding us create the best educational seminar in dental. Read less

I stayed at moon palace, 2 days at sunrise and 5 at the grand. I was there for a wedding with a group of about 25 people or so. Ill start with the pros. Food and service was amazing. The selection of restaurants and variations of food available was top notch. The staff was always polite and did there best to accommodate. The folks who got married got jacked around quite a bit, plans and locations constantly had to be changed to accomodate a grateful dead reunion concert festival going on. It was off putting to have people cranking there personal speaker and smoking dope at the family pool and no one enforcing the clearly signed rules against this behavior. So this resort is pricey, its a beautiful property, but dont let the fact that you get $1500 in what they call room credits fool you into the fact that you will get value from it. Let me be completely clear, whatever you use your room credits for will be priced so high that after you pay the 16% tax on the credit used it's really only the value of the service, tour or item you would have paid anywhere else. For example you can use credits to get a carribien lobster at The Steak house. The charge is $233 per kg. We picked one that wieghed out to 1.7kg so it was a $396 lobster. Plus the out of pocket tax of 16%, $63 made it a $460 lobster. The room credits are a total sham, book outside the resort. I had a nice here but to be honest I won't go back. The business is run like one step up from a time share. Safe travels. Read less

We had a great time at the Grand at the Moon Palace. The service was first class. The food options were diverse and the quality was great. The rooms were very nice and clean and spacious. We had a large group (about 350) and they delivered quite well. Romina deserves a special shout out for all of her help with our events. She was absolutely amazing. I had a couple of meals at Cusco and the service from Floriano and Saudi was first class. The only downside was we were there during one of their concerts on the beach and we had to walk a little ways you access the beach because the venue took up quite a bit of space. But overall great visit. Definitely would return! Read less

Jan 23-26 was the 2nd annual convention for the Midway Education Center in Mexico. Romina and Enrique at The Grand at Moon Palace made everything seamless. Planning an event for approx 400 people is never easy but the entire team at this resort was the best experience I have had with a resort. Their attention to detail and level of commitment to us was unmeasured. Elide also answered all of our questions and assisted us with all of the pre-planning as well. Samantha also was outstanding with our guests. If you are looking for a fantastic team to work with when planning your next event you are on good hands with this team! We hope yo return soon and sincerely appreciate everything they did to go the extra mile! Read less