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The Grand At Moon Palace

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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
67 people are viewing this hotel
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US$609
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Prices are provided by our partners, and reflect nightly room rates, including all taxes and fees known to our partners. Please see our partners for more details.
Payments made by partners impact the order of prices displayed. Room types may vary.
Traveller (8396)
Dining (1602)
Pool & Beach (1180)
Payments made by partners impact the order of prices displayed. Room types may vary.
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
  • Paid 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 The Grand At Moon Palace
Updated 17/07/20 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.

About

#3 of 260 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, The Grand at Moon Palace Cancun has endless options for wholehearted enjoyment, and much more.
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Full view
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
See more room details
Good to know
HOTEL CLASS
Languages Spoken
Spanish
10736Reviews1904Q+A100Room tips
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Popular mentions
Brian S wrote a review Today
Maryland1 contribution
Bad Sales Process So this is the main reason I even decided to write this review. I still chose to write nice things below about the stay because there were many nice aspects of our trip. However, when you are checking out of the hotel, another representative will come out and try to sell you a discounted package for a return trip. He sells the trip by describing the lower price per day and that it is useable within 2.5 years. Also you can transfer it to anyone else if you need to. I asked if there were any hidden fees and he said no. However, this thing is full of hidden fees. I am to blame for not reading fully the details before purchasing. However, I was not expecting to be made a fool of while leaving the hotel. I called and requested this to be cancelled since the sales agent was not honest, but I am sure you can imagine how that call went. I also attempted to email palace resorts INFO email, but no response whatsoever. I cannot get any help with this. So I opened a dispute with my credit card. Just be careful with anything they attempt to sell you at the hotel. For the most part we enjoyed our stay at The Grand at Moon Palace. Here is a quick list of things we enjoyed. 1. Very clean with hand sanitizer everywhere and usually someone standing near high traffic areas with hand sanitizer for you. 2. We enjoyed the multitude of restaurants! Each has its own look and appeal and all tasted wonderful! 3. Most places had wonderful service and someone willing to help/assist. 4. The Waterpark was a blast for our kids! 5. The golf cart service is quick and the drivers were very helpful informing the correct cart to come pick you up. 6. Our room service was came a little late, but cleaned our room nicely each time. Some things that did not go well. 1. We correctly reserved a Spa treatment at The Grand during out stay. Even our confirmation email was for the correct time/date. HOWEVER, they incorrectly entered the information at the spa computers, so our dates were a month off. They told us that the Spa was filled and that we would need to go to the golf course spa instead, but that was not what we reserved right? Eventually we were able to get a spa time on the last day but this was after I had to do more digging and keep talking to any representative I could find. Much unwelcome stress for a problem we did not create. Also not much in the way of an apology from The Grand about their mixup. 2. I slipped and fell on a ramp near the bakery in the lobby and skinned my knee. I understand it is a large resort and things like this can happen, but the problem was the lack of procedure for this. I was bleeding from my knee and simply wanted some help. I spoke with a few representatives and pretty much was told to walk to the infirmary downstairs (which is very far when bleeding). Once I got there I was told they could not give me any ointment for my leg, they said they could not give me a bandaid either, but they were nice enough to do so. I can understand WHY they could not provide any medications however I do not understand how there could be no effort to help someone who is bleeding, not even a napkin or something. I slipped IN their lobby area and hurt myself. They are not allowed to give me a bandaid or assistance in that situation??
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Date of stay: June 2021
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Brian R wrote a review Yesterday
1 contribution
Jesus Coello was our server and he was so nice and attentive! He came to check on us very often and made sure we always had wine, food, and appetizers! He recommended the best food and our experience was great because of him!
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Date of stay: June 2021Trip type: Travelled as a couple
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Claudia P wrote a review Yesterday
3 contributions2 helpful votes
Check out this Yelp review for Grand Moon Palace Resort! After 18 years as MEMBER PALACE PREMIER i have been treat very dishonest. They have violated all the membership benefits. Now they charge for everything at least four year ago things were different .. Now they call it the POLITICS.. we signed a binding document .. not to take away tours. Transportation to other resort , and many other benefits.. I have spend 5 hours trying to resolved an issues that I was advised that I handle in check in.. they’re not honoring the fees that was advised .. I am over 5k for a Garden View and I could not pay because we brought guest here… assuming the things will get better … every time we have come there is always drama. With checking in and tours …DONT BUY nothing from then… they have my money and now I am screw … everything is BuLl they will say lies to sell and later the road .. those people are here to honor the sale … DONT DO IT…
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Date of stay: June 2021Trip type: Travelled with family
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danny p wrote a review Yesterday
5 contributions9 helpful votes
I love the grand but they have the slowest most un organized check in of any hotel I’ve stayed at every time I stay there it amazes me that a hotel of this size and luxury can’t figure out how to improve on this . Especially for members you would think they could get most of the info needed before you show up
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Date of stay: April 2021Trip type: Travelled with family
1 Helpful vote
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Response from social media Palace Resorts, Propietario at The Grand At Moon Palace
Responded yesterday
Dear dannypP3835HU; Thank you very much for taking the time to share your feedback with us and for giving us the opportunity to host you. We regret to learn that you encountered some issues during you stay with us such as our check in process, rest assure we already provide a proper following up in order to take immediately corrective actions. We remain at your service and we look forward to welcome you back soon. Cordially, Cesar Fallardi Operations Director The Grand at Moon Palace Cancun
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Irene N wrote a review 21 Jun
1 contribution
I don’t know where to begin! First save your money and stay anywhere but here! After over a year of not vacationing we decided to rebook last years vacation with our family to this June. We are here now ans from the moment we entered the hotel we have had the worst experience! 1. Checked in at noon and don’t get an actual room unltil 535pm! So three people needed to shower to get ready for dinner that was booked at 630 (limited options since we couldn’t make them ahead of time!) 2. We arrived in our room and had one key ONE bath towel for 3 people to shower! After a dozen calls we finally after an hour received a few towels. 3. We had requested a rollaway bed for my daughter, it didn’t arrive until sometime after 7pm , it arrived with no blanket or pillows! We keep getting apologies from the employees we are speaking to, but honestly no one really cares or they realize there is nothing they can do to improve the customer service we are experiencing We have been here 10 hours and see how this is not a 5 star resort . This is not our first vacation and now I know why Cancun is never our first vacation destination, nor the Grand Moon Palace! Save your money go somewhere else!I think we will stick to Aruba, cayman, Turks since clearly this is not the place for us! Very disappointing!
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Date of stay: June 2021Trip type: Travelled with family
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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 The Grand At Moon Palace
Which popular attractions are close to The Grand At Moon Palace?
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 The Grand At Moon Palace?
Some of the more popular amenities offered include a swimup bar, free wifi, and free breakfast.
Which room amenities are available at The Grand At Moon Palace?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at The Grand At Moon Palace?
Guests can enjoy a swimup bar, free breakfast, and an on-site restaurant during their stay.
Is parking available at The Grand At Moon Palace?
Yes, free parking and valet parking are available to guests.
What are some restaurants close to The Grand At Moon Palace?
Conveniently located restaurants include Los Caporales, Manglar Buffet Restautant, and Bugambilias.
Are there opportunities to exercise at The Grand At Moon Palace?
Yes, guests have access to a pool, a fitness centre, and a sauna during their stay.
Does The Grand At Moon Palace have an airport shuttle?
Yes, The Grand At Moon Palace offers an airport shuttle for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at The Grand At Moon Palace?
Yes, dry cleaning and laundry service are offered to guests.
Does The Grand At Moon Palace offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.
Are there any historical sites close to The Grand At Moon Palace?
Many travellers enjoy visiting Zona Arqueologica El Rey (12.1 km).