The Grand
A disappointment we could not do anything on the app. When we called to make reservations for the courtesy bus we were told we had to use the app. Could not find it anywhere so we went to ask and they could not find it either. One person quite young an employee told us she couldn’t use it and advised us to go to guest services.ewjsf
Great experience
Had to uninstall and reinstall the app in order for everything to work. Smooth and easy navigation. Easy to schedule activities and everything related to palace resort without involvement of face to face scheduler.artemmetelskiy
Loses info
I’ve had to do my pre-Check in several times because it’s not saving my documents. Passport is there one time and I’ll open later and it says I have to complete the check in again. Other features seem to work wellLainsley
Review of moon Cancun
I’ve been to many tropical resorts. First off I got to my room and had men’s underwear and dirty t shirt hanging on my balcony. My friend got locked in the bathroom. Door was broken and wouldn’t unlock. They came and fixed it. The ocean is not swimmable. Dark murky water and the stench on this resort smells like sewer everywhere. They say it’s from the seaweed which is probably true. This is not the resort for you if you want to swim in the ocean. The food is not great. You can find stuff but the restaurant are about 2 star. The resort is large if you have problems with mobility this resort is not a good choice. They have golf carts that will buzz you around. Mixed drinks have very little alchohol so you must ask for double or triple shot in it. Need to get up early to get chairs around the pool. Would I come back??? Absolutely not. I went to presentation in which I was promised 750$ to swim with dolphins. When I got to presentation they said only coupon to touch dolphins not swim with them. I left that presentation fast. Don’t get wrapped up in the sales people!!widow journey
Terrible App
This is a horrible app! It glitches all the time and closes out on its own at least half the time. The interactive map doesn’t work and is poorly laid out. Not sure if this is an app issue (although all the staff seems to blame it on the app) but room services orders are marked delivered when they’re not and amenities orders are always missing items. The app doesn’t seemed synced to the resort very well. It also doesn’t make sense that you can see your resort credits but cannot book anything with the app. It also makes no sense that updated info, such as reservation made through phone doesn’t show up on the app. Overall, it’s a bad app with a lot of bugs.ShoongMao
Needs a lot of work
Slow. VERY slow
Often doesn’t work at all
If you have more than one room and want to order anything to your room, you have to know which is the default and then go pick it up yourself. Also, if you’re order food, or even amenities, the menu doesn’t include everything and it is difficult to customize. I’m fine using the phone which at this point is faster and more reliable. However, because they have the app, sometimes the phone take a bit too because that aren’t staffed up. (I assume?)
Definitely not user friendly. Which is a bummer because I love the ideap4l0m4
No support
I have written twice and so has my husband that the app will not allow us to log in. We are Palace Elite members with a reservation number. I have tried to reset my password 3 times and even though I get a message confirming the change, when I try to log in, it says my password isn’t correct. Login and password reset is a very basic task that all apps should be capable of doing. Disappointed and frustrated. My trip is a month away, would like to use the app for planning.TexasToasy
App Still needs improvement.
Though the App has come a long way since inception there is still many opportunities for improvement.
1) Map - click on the map and it will try to pull up a map of the Moon Palace even if you are staying at another resort (Playacar). Notice I said try to pull up a map. It will never actually display a map and just a locks up the app forcing you to close it.
2) the app used to allow you to see your appointments and schedules for the week. This included dinner, spa and excursions. I do not see this capability with the latest version. If it is still there, make it easier to find. If it is no longer available, bring back the capability.
3) Opening pages in the app is very slow. Some pages open faster than others but unlike most other apps available, this one has problems with speed.erdfksjapoij
Links to wrong reservation
Downloaded the app and created an account with my info and reservation number. I was linked to a reservation with a guest with the same name as me. My husband downloaded the app and follow the same protocol and was linked to another reservation with the same name as him. We still have not been able to access any of our information or reservation using the app. If we are seeing all of their info, who is seeing mine??corecreek
Take your time
This app is literally so slow. In order to actually access anything one must try leaving the app several times and coming back for it to stop loading. Without doing such it will only waste time and never load. With that said, the app only works half of the time. This hotel has sucked it pretends to care about allergies by having you log them in and also enabling the user to ask for accommodations with what they order. However, those accommodations are ignored. My allergies have been completely disregarded, with multiple of my orders appearing with what I asked to not have. I usually give the benefit of the doubt but there are only so many benefit of the doubts that you can give. If you go to Cancun, I advice you to avoid attending this hotel and this app.honestlyadvising
