RATING: 4.5 We recently returned from a family trip to Moon Palace Grand Cancun, traveling as a group of four adults and three young children (ages 3, 4, and 6). Having stayed at numerous all-inclusive resorts across the Caribbean, I can confidently say that we were genuinely impressed by the overall experience, food quality and options, intentionality, and execution of the experience at this resort.
What truly set Moon Palace Grand apart was how thoughtfully the children’s experience was integrated into every aspect of the property. At many family-friendly resorts, kids’ programming can feel like an afterthought; here, it was clearly embedded into the design and daily operations. From dedicated kids’ menus at every restaurant and in-restaurant coloring activities, to a wide range of children’s shows, structured programming, play spaces, and an expansive waterpark, the resort struck an excellent balance between fun and ease. Equally notable was the warmth and attentiveness of the staff toward children. As parents, this made an enormous difference as we didn’t feel the need to over-plan our days, and our kids were genuinely excited to wake up and get started each morning.
The property itself is expansive, which means shuttle transportation is required to get around, particularly with young children. While this was generally manageable, we did find that during peak times the shuttle service could be inconsistent, with waits of up to 10 minutes. One suggestion would be to introduce a request or tracking feature, perhaps through the resort’s app (has great UX) that allows guests to call a shuttle or see real-time arrival estimates. This would greatly improve predictability and reduce friction, especially for families.
One aspect that gave us pause as parents was the extensive use of marble flooring in the rooms. While undeniably beautiful, it can become quite slippery and posed a potential safety concern, not only for young children, but for adults as well. Additionally, the sudden step-down leading to the lower level where the jacuzzi is located required extra vigilance. As a result, time in the room, typically a chance to unwind, required more alertness than we would have preferred. While I don’t have a perfect solution, providing temporary area rugs for family stays could help mitigate this risk and offer added peace of mind.
Lastly, the checkout experience is worth mentioning. The sales pitch presented at the very end of the stay felt somewhat jarring as a final touchpoint. While I understand the intent and appreciate the opportunity to save on a future visit, I believe this approach would be more effective if introduced earlier, perhaps via email or within the app, allowing guests time to review the offer thoughtfully, prepare questions, and make a more informed decision. This would likely lead to stronger engagement and higher conversion, while preserving a positive final impression.
Overall, we had a wonderful stay and no substantive complaints. The few recommendations noted above are offered in the spirit of refinement, as addressing them would elevate Moon Palace Grand to a true five-star experience IMO. I would absolutely recommend this resort to families and look forward to returning in the future.
