"The hotel always replies to Google reviews saying: “If you had told us during your stay, we would have fixed it.” Well, here I am, during my stay, and neither the front desk nor public relations has been helpful in any way. Let’s put that to the test.

Back in 2019, the hotel had a great sales chat service. Now everything is through email (shocking enough), and you get assigned to one single agent. Our agent sent us an offer that had a technical error- and then disappeared for days. No handover, no reply, no one else stepping in. We kept emailing with no response. I can’t believe a hotel of this size operates like this.

We arrived expecting the front desk to at least understand the issue and honor the original terms. Instead, they acted like it wasn’t their problem and offered the same dates and room for 150% more. The supervisor was “in a meeting,” and PR wasn’t helpful either. For a hotel that has so many ways to fix a situation and make guests feel cared for- no upgrade, no discount, no spa credit, so many solutions, they chose to do absolutely zero.

I’m not going to let this ruin our honeymoon, so we ended up booking through Booking- which, by the way, was way cheaper than what the hotel tried to charge us onsite (still much higher than the original offer). But that doesn’t erase how badly this was handled. We tried to deal with it privately, we were ignored for days as well as onsite, and we ended up paying more because of the hotel’s mistake and lack of communication.

Since no one here has taken responsibility, I’m posting this publicly. I expect someone from management to see this and finally offer proper compensation or at least acknowledge what happened- because we definitely did not receive the service or respect we expected, especially for this amount of money and their brand."

Lee Yamin

"Thanksgiving week 2025.
We had a great week at Moon Palace The Grand. The property is beautiful, the beach is clean thanks to the seaweed barrier, and the staff throughout the resort are consistently warm, attentive, and professional. Our suite was spacious and comfortable, and the app made ordering amenities easy. The resort’s size brings a lot of variety, from shows to restaurants to wildlife you don’t often see at a smaller property.

The Thanksgiving dinner event had some operational challenges, mainly due to everyone arriving at the same time and a single check-in point that created a bottleneck. The atmosphere, food variety, and live music were all strong elements, and with a few adjustments—such as staggered entry times, clearer station signage, and more flexible seating—the overall experience could work extremely well. The foundation was good; it just needed better flow and communication to match the effort put into the production.

The biggest area that needs clearer communication is the resort credit system. We booked spa and excursions before arrival without knowing about category caps or the 16% service fees, which led to unexpected charges at checkout. The staff ultimately resolved the issue, and the sales team was polite and respectful throughout, but clearer upfront guidance would help guests avoid surprises. Overall, it’s a beautiful resort with excellent service, and we would return—with a better understanding of how the credit system works."

Chandler Mount

"Great waterpark, decent beach, dated rooms, above average food at the restaurants. Greens and fairways in good shape. Overall a great value for all inclusive.
The service is lacking. The staff tried their best for the most part but the fact that the resort was overbooked didn’t help.
Bell boy lost our bag the day we checked in, they found it after 3 hours. Kids couldn’t go in the pool/beach till then. Long wait times for shuttles, food and drinks. Didn’t get the pizza that I ordered by room service one night (room service claims they knocked on my door and left after no one answered). Didn’t bother ringing door bell or calling. Kids slept hangry.
When paying $1100/night for a room you expect a certain level of service which you cannot expect here during long weekends. I love leaving 5 star reviews for businesses, but I feel a little disappointed this time. Had a pleasant experience when visited last time in 2022."

Plaza 336 Greenway Village