Ratings based on 1,079 Verified Reviews
4.4 Room cleanliness
4.2 Service & staff
4.5 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 4 May 2024
I love everything about this place hands down greatest
by A verified traveler from Gainesville
Posted 2 May 2024
Beautiful resort with lots of restaurants & the room was clean & spacious, kids friendly with nice big waterpark.
Comment from Hotel Management
3 May 2024 by Hotel Management, Hotel Management
Dear Mr. Jamie; Thank you for choosing us, it was a pleasure to welcome you at Moon Palace The Grand, we also want to thank you for your review rating and kind feedback. We remain at your service. Best regards, Carlos Brahms, E-Concierge
by A verified traveler
Posted 1 May 2024
Thank you Expedia and The Grand to upgrade my room. The room comes with large bedroom, large dining room and living room. It was so much relax and I’m enjoy so much on my vocation with my family. The food is amazing on each restaurant that I tried. All the services are excellent. Will come back.
Comment from Hotel Management
2 May 2024 by Hotel Management, Hotel Management
Dear Xing;Thank you for choosing to stay with us at Moon Palace The Grand and for taking the time to share your experience. We are thrilled to hear that you enjoyed your upgraded room and that it provided a relaxing and enjoyable vacation for you and your family.It's wonderful to hear that you found the food amazing at each restaurant and that you were impressed with the excellent service provided by our team. We strive to create memorable experiences for all our guests, and we are delighted to hear that we succeeded during your stay.We look forward to welcoming you back to Moon Palace The Grand in the future and providing you with another exceptional experience.Warm regards,Carlos BrahmsE-Concierge
by A verified traveler
Posted 1 May 2024
staff stinks, rooms and hotel is poorly maintained.
the only redeeming character is their food. I feel bad for people who fall for their VIP, as there is nothing VIP about it. Rooms and patio have paint dripping everywhere. And you will most likely told that racoons are friend here in mexico when you confront one in the hallway eating leftovers that were not cleaned.
Comment from Hotel Management
2 May 2024 by Hotel Management, Hotel Management
Dear Ezmir; Thank you for choosing Moon Palace The Grand as your resort destination. We are sorry to hear about your experience. This is not the standard of our resort. We have shared your feedback with the respective department to review and to follow up with your concerns. Cordially. Carlos Brahms, E-Concierge
by A verified traveler
Posted 1 May 2024
We enjoyed all the entertainment and amenities onsite. The staff were all very nice, and the room was also very comfortable.
Comment from Hotel Management
2 May 2024 by Hotel Management, Hotel Management
Dear Sena; Thank you for choosing us, it was a pleasure to welcome you at Moon Palace The Grand, we also want to thank you for your review rating and positive feedback regarding your recent stay. We remain at your service. Best regards, Carlos Brahms, E-Concierge
by A verified traveler
Posted 1 May 2024
Good for family stay
Comment from Hotel Management
2 May 2024 by Hotel Management, Hotel Management
Dear Sanchit; Thank you for choosing us, it was a pleasure to welcome you at Moon Palace The Grand, we also want to thank you for your review rating. We remain at your service. Best regards, Carlos Brahms, E-Concierge
by A verified traveler
Posted 29 Apr 2024
We stayed here during our family reunion of 20 people. Overall, the resort was good and there was a lot to do for the kids. I expected the service to be a little better but it was mediocre. I did have to call room service to have our room re-cleaned when we arrived as there were a few dead bugs and a lot of dust hanging around. I found the lobby to be well maintained but maybe the actual rooms are just a bit outdated.
Comment from Hotel Management
29 Apr 2024 by Hotel Management, Hotel Management
Dear Sabrina;Thank you for sharing your feedback about your recent stay with us during your family reunion. We're glad to hear that overall, you found the resort to be good and that there were plenty of activities for the kids.We apologize for any shortcomings you experienced with the service, as we strive to provide exceptional service to all our guests. We're sorry to hear about the cleanliness issues in your room.Thank you for choosing our resort for your family reunion, and we hope to have the opportunity to welcome you back for a more enjoyable stay in the future.Kind regards,Carlos BrahmsE-Concierge
by A verified traveler
Posted 28 Apr 2024
I didn’t like the steak restaurant on three occasions we were surprise by 3 cockroaches in our area
Comment from Hotel Management
29 Apr 2024 by Hotel Management, Hotel Management
Dear Mr. Ricardo; Thank you for choosing Moon Palace The Grand as your resort destination. We are sorry to hear about your experience. This is not the standard of our resort. We have shared your feedback with the respective department to review and to follow up with your concerns. Cordially. Carlos Brahms, E-Concierge
by A verified traveler
Posted 28 Apr 2024
Excellent property! Kids loved it
Comment from Hotel Management
29 Apr 2024 by Hotel Management, Hotel Management
Dear Hussein; Thank you for your 5 star review rating. We appreciate your feedback. Kind regards. Carlos Brahms, E-Concierge
by A verified traveler
Posted 28 Apr 2024
.
Comment from Hotel Management
29 Apr 2024 by Hotel Management, Hotel Management
Dear Brittany; Thank you for your 5 star review rating. We appreciate your feedback. Kind regards. Carlos Brahms, E-Concierge
