Moon Palace The Grand Cancun

Background, have been members for over 20 years and go on average once a year. This is my up to date review against 20 years of experience at palace resorts. Currently a vip black level member. Room 9 out of 10. House keeping as bad when we arrived. No hand towels for shower, only one bar of soap. Housekeeping wasn’t cleaning the jacuzzi. We went two nights in a row with a dirty jacuzzi and no turn down service. I did submit a complaint on the palace app and I have to say guest services took action. Almost immediately house keeping was eager to take care of the room. House keeping went back to the normal expectations with booking at the palace resorts. Drinks 7 out of 10. Most of the time the drinks were good. But wasn’t consistent at the lobby bar or other locations. Some drinks my wife and I just couldn’t drink it and when other bartenders made it, it was delicious. Food 9 out of 10 Most of the food was delicious. Sometimes the fancy food looks and combinations didn’t work. My only real complaint would have to be The Grill. They have steaks that taste better than JC steak house. Many people on the Facebook forums feel the same way. My issue is that it’s an open design. They have fans, and supply mosquitoe spray, but it affects the experience. We were sweating while eating and my wife had like 10 mosquito bites on her legs. While we prefer the steaks at The Grill we ended up going to JC the rest of our visit simply cause we wanted ac and didn’t want to have to worry about mosquitoes. Spa 7 out of 10 So we had 3 couples deep tissue massages and 1 deep tissue back couples massage. With the exception of one massage… more on that, the experience was amazing 🤩. Well worth every dollar. Now for the bad. One of those $600 plus couples deep tissue massage was just outright bad. Both of us were so disappointed. I usually have to go to the chiropractor one a month for an adjustment and during my stay with the exception of this one massage my back felt amazing the rest of the day. The bad massage was so horrible my back still hurt the same or worse after the therapist was done. For our last massage I specifically requested the therapists we had previously that were amazing. We did not want those other two therapist touching our body again. We would have been better off buying a Groupon and getting a massage locally. Customer service 5 out of 10 While they did an amazing job in correcting my house keeping issue, they completely ignored my spa issues. No sorry, nothing. I followed with them via email and still nothing. Maybe a 20+ year member is not important enough to them. This is definitely a deterrent to upgrading to diamond. Right now my membership will s a car payment. If they are going to want me to pay a mortgage for diamond, they have to do better. Guest service agents I was talking to: Floriane Desiree Jankowski Adriana Rodriguez Ocampo I’m being unapologetically honest in this review. I want the palace to be better. Although they block competing reports on their WiFi, we know other options exist. With my Palace investment I could have bought a Tesla. So I have a very vested in the palace resorts to be better. If you’re paying over $600 for a massage, you would expect better. Palace failed to apologize, acknowledge or otherwise to remedy the situation. Shame on you. Here is a special call out to those who work tirelessly and greatly added to our experience. Spa: Daniella, Florencia, Michele. Their hands are just magic. Well worth every dollar we paid for their services. Uriel was so attentive. He made me feel special while doing the sauna’s. Really appreciated him. Restaurants: Shuvary, at Travoli was funny, kind and great pizza recommendation. Jocelyn at JC Steak house. Paola spicy jokes about us being late and not speaking Spanish. Didnt have much interaction with Adiee at Habibi. She did help serve our table once. That being said she left an impression. Always had a smile, and was so poised. Believe she was the head waitress, wearing a black shirt. Palace needs more Adiee’s. So we liked JC’s so much we decided to eat there for our last night. There were 4 food issues we had that night. Looks like they send lots of workers to sunrise for the Independence Day weekend. For example the issues were like the wrong salad dressing and the Kylie Murry rings had the texture of rubber bands. However, the wait staff was so amazing about it. They turned what otherwise could have been a bad memory to a very amazing memorable evening. A very special shout out to Robert, Arturo, Robert and Saturnino. Thanks for saving our night. Bowling alley, this was a language barrier issue . I pointed toand asked for their regular cheese burger and I ended up with a no meat burger. I was fine with the misunderstanding. Asked the waitress to correct, but what really annoyed me was that 2 or 3 times she kept saying I ordered the wrong burger. She turned a non issue into an annoyance… Shows 8 out of 10 All but one shows we saw were great. We usually love the fire shows. But this one was eh. Lots of fires but the performance with the dancing was not so good. The women performers didn’t have good stage presence. Would have given a 10 out of 10 if it would have not been for the fire shows. Dinner show 9 out of 10 Food was great. The show was amazing, drinks were good. Now this is I think a 6 course meal. The only issue I had is that they take away your drinks before we could finish them. Every course they bring out the food and a matching drink. When it’s time for the next course if you’re not paying attention they will just take your unfinished drink. That was annoying cause these were specialty drinks you can’t get anywhere else in the resort and two of those drinks my wife and I just loved. Our favorites of the trip and we couldn’t even finish them. Read less