Ratings based on 1,278 Verified Reviews
4.4 Room cleanliness
4.3 Service & staff
4.5 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 1 Dec 2024
Comment from Hotel Management
2 Dec 2024 by Hotel Management, Hotel Management
Estimado Sr. Christopher; Gracias por compartir su calificación. Esperamos volver a darle la bienvenida y que tenga una estancia grandiosa. Saludos cordiales, Carlos Brahms E-Concierge Moon Palace The Grand
by A verified traveler
Posted 30 Nov 2024
Absolutely best all inclusive resort I have ever been to
Comment from Hotel Management
30 Nov 2024 by Hotel Management, Hotel Management
Dear Kumait; Thank you for sharing your perfect review rating and beautiful comment. Kindest Regards, Carlos Brahms E-Concierge Moon Palace The Grand
by A verified traveler
Posted 28 Nov 2024
Comment from Hotel Management
29 Nov 2024 by Hotel Management, Hotel Management
Dear Cailuan; Thank you for sharing your rating on your recent stay. We would like to know more about your stay and how we could have exceeded your expectations, you can be sure we take your feedback and rating seriously. We invite you to write to us and tell us more about your experience. Sincerely Carlos Brahms E-Concierge Moon Palace The Grand
by A verified traveler
Posted 26 Nov 2024
Comment from Hotel Management
27 Nov 2024 by Hotel Management, Hotel Management
Estimado/a Usman; Gracias por compartir su perfecta valoración 5/5. Esperamos volver a darle la bienvenida. Saludos cordiales, Carlos Brahms E-Concierge Moon Palace The Grand
by A verified traveler
Posted 26 Nov 2024
Comment from Hotel Management
26 Nov 2024 by Hotel Management, Hotel Management
Dear Farhad; Thank you for sharing your perfect review rating and beautiful comment. Kindest Regards, Carlos Brahms E-Concierge Moon Palace The Grand
by A verified traveler
Posted 25 Nov 2024
Comment from Hotel Management
25 Nov 2024 by Hotel Management, Hotel Management
Estimado Sr. Gilberto; Gracias por compartir su perfecta valoración 5/5. Esperamos volver a darle la bienvenida. Saludos cordiales, Carlos Brahms E-Concierge Moon Palace The Grand
by A verified traveler
Posted 24 Nov 2024
Long waits for shuttle, beach is not the best
Comment from Hotel Management
25 Nov 2024 by Hotel Management, Hotel Management
Dear Kingshuk,Thank you for your feedback. We regret knowing about the long wait times for the shuttle and that our beach didn't meet your expectations. Rest assured that your comments are taken into consideration to work on future improvements. We hope you give us the opportunity to welcome you again in the future and improve your perception,Respectfully, Carlos BrahmsE-ConciergeMoon Palace The Grand
by A verified traveler
Posted 24 Nov 2024
Comment from Hotel Management
25 Nov 2024 by Hotel Management, Hotel Management
Dear Jaswinder Kaur, Thank you for taking the time to share your rate with us,We hope you had a wonderful stay with us!We would love to know further details regarding your stay and any feedbacks you may have to improve our rate, Please don't hesitate in contacting us back, We look forward to welcoming you again soon!Respectfully, Carlos Brahms E-ConciergeMoon Palace The Grand
by A verified traveler
Posted 24 Nov 2024
Most or all of the slides were down the entire visit and kids complained.
Comment from Hotel Management
25 Nov 2024 by Hotel Management, Hotel Management
Dear Alan,Thank you for sharing your feedback. We sincerely apologize for the inconvenience caused by the slides being down during your visit.We hope you have been able to enjoy the rest of our facilities and manage to have a wonderful stay overall.Furthermore, we appreciate your patience and understanding as we work to improve our facilities for future visits.Respectfully, Carlos BrahmsE-ConciergeMoon Palace The Grand
by A verified traveler
Posted 22 Nov 2024
Fourth time at Moon Palace-first time staying at the Grand. Family had a blast. Food/drinks were great as was the service. Only bummer was two water slides were not working (one at Grand, one at Nizuc). Plan on returning again in the future.
Comment from Hotel Management
22 Nov 2024 by Hotel Management, Hotel Management
Dear Mr. Michael;Thank you for sharing your experience and for choosing Moon Palace The Grand! We’re delighted to hear your family had a blast and that you enjoyed the food, drinks, and excellent service.We appreciate your understanding regarding the water slides and regret any inconvenience this may have caused. Rest assured, we’re committed to maintaining our facilities to ensure every aspect of your visit is exceptional.It’s wonderful to know you’re planning to return in the future. We look forward to welcoming you back for another memorable stay!Warm regards,Carlos BrahmsE-ConciergeMoon Palace The Grand
