Last week I went with my mom and my sisters on a girls trip to Cancun! We stayed at the Grand at Moon Palace. I’ve been to Moon Palace before, but this is my first time staying at the Grand. It was also my first time traveling to an all-inclusive since my celiac diagnosis three years ago, so I was a little nervous about how it would go.

First of all, just getting to a vacation destination can be a major challenge. Check out my Paleo Travel Snack Survival Guide for tips on what to pack with you on the plane. You never know when you can be delayed or stuck overnight, and it won’t be fun to be stranded without any safe food options.

We had previously let the resort know that I have celiac disease, and when we checked in at the Grand, I asked whether there was someone I could meet with to discuss gluten-free accommodations. I was directed to public relations and assured that I could get safe food at any restaurant, all I had to do was show them the provided allergen card. I asked many questions about their allergen protocol and was advised that while they do not have a dedicated kitchen, every restaurant does have specific areas in which the gluten-free food is prepared.

I soon found that not everyone knew what to do with the card. At the buffets, I had to talk to a couple of people before they knew what to do with it and were able to find the chef for me to order with. Dinners at restaurants were a little bit easier.

Our first dinner was at Habibi, which serves Lebanese food. I was excited to see that much of the menu was gluten-free, however disappointed to learn that only a few options could be made without cross-contamination. Communication with the first server was difficult, but after getting the head waitress to help me order, things were smooth. Everything was fantastic! I especially enjoyed the pita bread and the lamb skewers.

Breakfast at El Caribeño

We at breakfast at the El Caribeño restaurant every morning. It was right outside of our room, and they have a lovely patio next to the pool. We found it to be much calmer than the Grand Buffet in the lobby.

More importantly, the food was amazing and the staff really took care of us! We enjoyed getting to know them. On the first morning, I kept it simple with fruit, chicken, bacon, and potatoes. I ordered directly with Chef Antonio, and a server brought out my food when it was ready. It was fantastic – the best chicken I’ve ever had!

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On the second morning, the server asked for my order. He also remembered that I prefer almond milk with my coffee, which I thought was awesome! Chef Francisco came out with my fruit plate and confirmed my order. Throughout the week he delighted me with Nutella pancakes, chips and guacamole, chilaquiles, flatbreads from Habibi, and anything else my heart desired. And when he found out how much I love Nutella (a treat I only allow myself on vacation!), he brought me the whole dang jar and kept it labeled in the kitchen so that no one would contaminate it. How amazing is that?!

The Day 2 Lunch Meltdown

Lunch on our second day was a turning point for the trip. We first went to the grill at the Adult Day Club pool and was told there was nothing safe they could make me.  Then we went to the Beach Club, where my family ordered their food. I was again told they couldn’t make me anything safe, and I should go to a restaurant. I went back to El Caribeño, thinking I could get something in a to-go container and bring it to the Beach Club to eat with my family. 

However, there I was told that not only would it take a long time to make a gluten-free order (which was just a piece of salmon), I also could not take food out of the restaurant.  In fact, I wouldn’t even be able to eat outside on the patio – something about not taking fish out of the restaurant. At that point, I was immensely frustrated that I had been trying for over an hour to get something to eat, and also bummed that I couldn’t even be with my family.  After much debate – and a lot of emotion on my end – the manager placed my order and agreed to bring it out to me at the Beach Club. 

Look, I don’t get emotional very often and I’m not a crier. I’m normally very chill when I dine out, which isn’t very often, and I don’t make a fuss. I keep my orders simple and just pray I don’t get sick later. But having to jump through multiple hoops just to get a simple lunch…..that struck a chord. I don’t mind waiting longer to get my food, but going to three places only to find out I’d have to eat separately from my family is NOT okay. And trying to sort through this in front of other restaurant patrons and several staff members was embarrassing.

But then, Chef Francisco saved the day.  He made me a delicious lunch of salmon and calamari, and he stayed nearby during the entire situation.  When I mentioned a couple of items I’d like to have during my stay – a chocolate dessert, and guacamole with chips – he even brought out a beautiful (and delicious!) gluten free chocolate cake!  It really turned everything around and I was so impressed that he cared as much as he did.

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Since the restaurant manager knew I was upset, he brought the Food and Beverages Assistant out to speak to me. We had a long discussion about their accommodation practices, and he agreed that the situation should have never happened. He explained that any restaurant should be able to accommodate me – even if they need to go to another restaurant to cook the food safely. Clearly, the staff needs additional training!

For the rest of the trip, I had absolutely no problems. It was clear that the Food and Beverages Assistant and Chef Francisco worked on my behalf to ensure my experiences at all restaurants went smoothly. They helped arrange dinner reservations for each night, and for lunch I typically went back to El Caribeño since I knew Chef Francisco would take care of me and my family.

He treated us to a few amazing multi-course lunches – what a treat! Everything was to die for! And when my sister wanted to eat pizza one day, he helped me eat safely at Tavola, even going all the way over there to check on us and ensure I was happy with safe food.

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On our third day we took a day trip over to Cozumel, and we visited the Cozumel Palace. It’s worth noting that I had a great lunch there. The staff knew what to do immediately, and the Chef came out right away and was very accommodating. I ate a caesar salad, french fries (dedicated fryer!), a deli meat sandwich, and a beautiful coconut parfait of some sort for dessert. It’s a beautiful resort – if you like smaller places, you should check it out!

Dinners

During our conversation with the staff about my issues getting food, they helped us set up dinner reservations for the rest of the week. We chose to eat at Le Chateau, Celito Lindo, The Grill, JC Steak House, and of course, El Caribeño. All were fantastic. The chef came out to speak to me at each restaurant, and the restaurant manager oversaw everything about my meal to ensure all went smoothly.

In a couple of cases, I requested items not on the menu, like fajitas at Celito Lindo, and they were able to accommodate. In the cases where nothing was marked as gluten free on the menu for a particular course of the meal, they made sure I had options. They also remembered I love dessert, so in some cases they brought me two or three desserts to enjoy!

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My favorite dinner of the week was at – you guessed it! – El Caribeño. Chef Francisco and his team wowed us with a 7-course dinner. I loved that he was able to just tweak the “regular” food to make it gluten free, so I was able to eat everything my family did. I am very used to watching others eat what I cannot have, so this was quite a treat. This was my favorite meal of the trip. Everything was so delicious, and there was a lot of it!

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A Sweet Ending

On our last day, Chef Francisco surprised us with an unforgettable breakfast on the rooftop of El Caribeño.  Breakfast on the rooftop!  What an amazing experience!  He spoiled us with all of our favorites – fruit, pancakes, chiliquiles, and CAKE! It was everything I enjoyed about our daily breakfasts, times ten. What a lovely surprise, and a fantastic way to end the week.

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Pushing for Change

I always feel that as a member of the Celiac Community, I should leave a place better than I found it, and be very open about my experiences so that others can avoid the challenges I encounter.

I cannot say enough good things about my stay at the Grand. No, my trip didn’t start out well. I had a major issue simply getting lunch, which is not acceptable. I felt humiliated and exasperated. But I worked with the staff to get the issue resolved. My point is, I didn’t accept that eating would be a major chore. No one should have to experience that, especially when they are paying to stay at a 5-star resort.

I have stayed in contact with the Food and Beverage Assistant as well as Public Relations, and I am working with them to improve their Allergen protocols. I don’t know if they will take my recommendations, but I am sure trying my best and will keep pursuing it. If I do get to return to the Grand, I hope to see some changes and will certainly update you as to my experience.

Update: Despite multiple attempts to correspond with the Grand after my stay, they did not return any of my communications aside from a brief thank-you for my feedback. I had really hoped to help them improve their allergen protocol for future guests, so this is disappointing, but it does not put a damper on my love for travel and desire to work with resorts and restaurants wherever I go to educate and advocate for the celiac community!

Summing It Up

Clearly, I credit much of my amazing stay to Chef Francisco. Would I have had a great vacation without him? Probably. But he gave me an experience I haven’t had since my celiac diagnosis. He made me feel completely safe, and he made me feel like my celiac needs were not a bother, a pain, or a problem. And for that, I owe him more than words can say. If you ever go to the Grand, please look him up and give him a big ole hug from me.

And lastly, perhaps the most important question you may have….did I get sick? Nope, not once! I never felt concerned about my food or nervous that I would get sick. While the ordering process needs a bit of work, and the staff needs some training, the kitchen practices seem solid. The staff is clearly well trained on cross-contamination protocols. I even had a wide variety of drinks from the bars with no issue.

I look forward to visiting the Grand again. If you are interested in staying or have any questions about my visit, please feel free to reach out! I am happy to help in any way I can.

Have you stayed at the Grand? Let me know your thoughts below!