Front desk said that they will have one sent. Upon check-in we requested a crib for our two year old. Next day, during routine room service, never even got a restock of bottled water. Even after the daily room service, the alcohol wasn’t removed until my husband physically too it out and handed it to someone. I understand that’s “standard” but if you ask your guests, please do better meeting their needs. To our surprise, we were met with a refrigerator FULL of alcohol. Prior to our arrival, we indicated on several occasions that we do not drink alcohol. Keep in mind, we called the hotel 2 days prior requesting if we could and were told we had to wait until check-in. We arrived slightly after 4:30pm and were told it were passed the time to make any dinner reservations. Needless to say, we were already irritated once we finally made it to the hotel with two tired toddlers. To begin the transportation booked through the hotel will take you at least an hour wait - not the 20-25 min they communicate. I will begin by saying that this property is beautiful and the food is excellent!! My family and I are seasoned travelers and do travel to an all inclusive resort every year, mostly to accommodate our little ones. We were so disappointed by their team that the positive aspects of our experience, like the good services, were overshadowed. We were disappointed by the aggressive and unprofessional behavior of some staff members and would not recommend their services to others. It's his company's responsibility to provide proper training to their staff to ensure accurate information and avoid pressuring customers who haven't expressed interest in a purchase. The guy essentially insulted us by implying that our team should not have sent us there if we weren't interested in buying. We believe that the vacation planner staff should be more transparent about their sales tactics and avoid pressuring customers into immediate decisions. We felt pressured and rushed, and their eagerness made us suspicious of the membership's true value. The monthly payment was around $250 for five years, which is a significant financial commitment. She then called over another staff member who offered us a discount, but again pressed us to decide immediately. When we requested more time, she became aggressive and accused us of only being interested in the free credits. He then called his manager, who was arrogant and demanded that we make a decision within ten minutes. We told him that we were planning to start a business soon and would need to decide about the membership at the end of our vacation. The vacation planner representative who met us for breakfast was friendly and explained the benefits of the membership. We agreed to attend the presentation the next morning. We were then invited to a presentation about a membership that would grant us an additional $750 in credits, all of which could be used at the spa. The rest had to be used on shopping or other activities. We were given $750 in resort credits, but were initially told that only $150 could be used at the spa. We removed four stars from our rating due to our experience with the vacation planner staff. Guests staying at Moon Palace The Grand have access to an array of other restaurants at Moon Palace Cancun.
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