Moon Palace Jamaica

My family and I spent an awesome time here at moon palace jamaica. From the view to the cuisine I would rate it 10/10, my children loved playing games at the wired lounge every time I dropped them off they were excited to see Sahir as he played chess, thought them card games from speed to trash. Really appreciate the customer service and the bond he had with the children as he was attentive while interacting with them. Good work and I hope to see him again on our vacation. I wish other staff had better customer service training as I had an issue and th e waitress was dismissive. For entertainment I wish it was more longer sometimes the show ends before the hour. Thanks again for having my family and I. Read less

My family and I had an awesome time. The place is beautiful and my two daughters absolutely loved the playroom. They couldn’t stop talking about it. The playroom staff was so kind and patient with my kids and that meant a whole lot to me. I’d like to personally thank them here….Mel, setirah,Jermaine, aunty Donna diedre dwana and Monique you guys r amazing thank youu Read less

My husband and I attended a destination wedding at Moon Palace Ochio Rios 11.11 2022. Upon checkout we purchased a package presented to us for a 5-day 4-night stay with a down payment of $299 and were advised that travel had to be completed no later than 18months of purchase and that once final payment of $1,450 is paid, it WILL be non-refundable. Please also note that several other family members traveling with us for the wedding also purchased the SAME package. May 2024, my husband, and I opted to redeem the certificate, as it was nearing the 18-month validity period. Recognizing the stipulation that travel must occur within this time frame, we made our final payment of $1,450 to Palace Resort in April 2024. It was made clear at the time of purchase that this payment was non-refundable and that any deviation from our selected travel date in early May 2024 would render the certificate null and void, with no options for date changes. Upon check-in at Moon Palace, Ochio Rios on May 1st, 2024, my husband, and I were informed that the original credit card used for the final payment was required. They refused to us a 2nd card for incidentals. We were unaware of the requirement to bring the specific credit card used for the final payment and unfortunately, we did not have it with us. Given the short vacation stay, four nights, we opted to bring only essential items, which included 1 credit card, our drivers license and United States issued passports. Please note that the credit card that we had in our possession at the time only had a balance of $700. After speaking with an agent at the front desk, we engaged in a discussion with both Client Relations and a Palace Resorts reservation representative via phone. The Palace resort representative advised that the decision to check us in without the original card is left at the discretion of the hotel. While the hotel was telling us that it is Palace resort that had to make the decision. There is obviously a huge hole in the process and the consumer is left hopelessly trapped in the middle without options. Despite our efforts, both the hotel and Palace Resort reservations maintained that it is party that should make the decision. At this time, we asked to speak with the hotel manager. Analene Shaw came down to speak with us. We explained that we were unaware that the original credit card had to be present and that we did not have sufficient funds at the present time to pay the $1,450. She explained that the original amount of $1,450 would be reimbursed to the original card but that we had to pay again and that there were no options available. We were deeply disappointed to discover that Arlene Shaw’s proposed solution involved instructing my husband and I to request money from family members and have them Zelle or pursue cash advances from the bank to fulfill the requested payment. Despite us offering solutions such as having a copy of the credit card sent to us or contacting the bank to verify the previous transaction, these proposals were rejected. We were informed that failure to make the additional payment would result in our being unable to stay at the hotel, and the previously paid $1,400 would not be refunded. We felt trapped, abandoned, and totally humiliated. Read less

Had the best time in Moon Palace Jamaica so I’d like to take the time to write a detailed review from beginning to end. Upon arrival, you’re greeted outside the doors from the bellmen and concierges who hand you a refreshing juice and cool towel while taking your bags. Amazing. Felt so welcomed by everyone. Check in was very easy, and we were happy with our room. We booked through a member so we were originally told about the benefits we would receive as promised, including $1500 in resort credits, and the “plus plan” 2 - 25 minute massages, 2 manicures and 2 pedicures for the room. We basically had counted on the resort credits so we would be able to do the excursion we were looking forward to (swimming with the dolphins). We were told by one of the vacation planners that we indeed did NOT, have those credits available UNLESS we planned to attend the “90 minute presentation” .. which we wanted to avoid at all costs. We were heavily pressured and asked multiple times in a forceful manner that made it uncomfortable and awkward when we repeatedly had to say no and at one point almost walk away. They do not take no for an answer. Did not like that at all. And was disappointed we didn’t get the credits. However we did still have the plus plan that we had to call our member to have them activate.. were they going to try to scam us on that too? Unsure, but at least we got it straightened out. Now, for the staff members I promised I would mention and make a list of their impeccable service as follows: Loraine (swim up bar food attendant) Thankyou mama bear! You made sure we were ALWAYS taken care of. Miguel, Shane, Jayden, Damion, Michael (swim up bar) I’ve never seen more hardworking bartenders. The drinks were on point and y’all were so fun to connect with and talk to. Fast service and delicious drinks. They can make anything you want mon! Shamada (spa attendant) - Thankyou for making me feel welcome and taking me through my hydrotherapy circuit! Wow! Montgomery (the gondola Italian restaurant) absolutely top tier service. He was so generous and even brought out a special plate for us, his kindness and hospitality made our visit to the restaurant extra extra special. Antony (loud bar / club noir) - danced with us the entire evening making it so much fun. We loved the vibes. Christopher (MC/ towel boy) - we genuinely got to know him and loved that he shared a special place in his heart for wanting to work with children. He was fantastic! Nasien (our housekeeper) - fantastic cleaning and turndown service, attention to small details and left the sweetest note for us. Thanks so much. Omar (churro and dessert cart chef) - those dessert cakes were unreal. Amazing display and personally found us and remembered us to bring the special treats for us! Thanks!! Divan, Christopher, Fabian (buffet) - you guys were so kindhearted and helpful. You sure know to treat the guests!! Danile (momo) - so much fun and great hospitality Menece (janitor / custodian) saw me struggling to blow up a floaty and went and had it blown up for me! Also helped daily for opening umbrellas. Such a kind soul. Thankyou menece! Monique H (excursion planner) although we did not end up booking, her information and customer service skills were so appreciated and she checked in on us daily Venus (kayaking on resort) helped us out in the water and made sure we were good to go! The staff here is unlike any other resort we’ve been to. TIP THESE PEOPLE!!!! My one regret is I wish I would have brought more tipping money for all of their hard work. If you treat the staff with respect and tip them for their hard work, you’ll be rewarded with top notch service for workers who go above and beyond for their guests. I’m so grateful for experiencing the culture, and hospitality from each of these people. The weather was amazing, didn’t rain once and the resort itself is beautiful. The rooms are slightly dated but we didn’t mind at all, because you’re really not in the room itself much anyways. Everything from towels to CHI hair care and styling items are included. The beds are SO COMFY! Balcony is a little small but not bad. There’s alot of elevators to ensure you’re not waiting around and all of them were in service. The resort was easy to navigate and find all restaurants and rooms. I could go on and on but I would recommend checking this place out, if you’re not hard to please and looking for a family friendly resort with lots of entertainment and good food, this is for you. Also to note: the drive from the airport to the resort was about an hour and 40 minutes. Didn’t bother us, it was cool to see everything. Read less

Let me start by stating that the “front line workers” (those who make constant contact with the guests…. the bartenders, waiters/waitresses, pool attendants, etc… are very, very attentive, friendly and pleasant). No complaints there. However, Moon Palace senior management in Mexico should be ashamed of themselves. They should be “all over” the resort management in Jamaica. If you go to the Moon Palace in Jamaica with the expectation (like we expected) of the resort and grounds being the same as the Moon Palace in Mexico (Nizuc, Sunrise and Grand…. which are all magnificent) you will be greatly disappointed!!! It starts with the entrance to the resort lobby (which is “ok”, but no comparison to Cancun) and continues as you go around the resort and grounds. Many walls outside the buildings exhibit peeling and blistering (you can’t paint a wall without cleaning and scraping off the old peeling paint first!!!). There are numerous areas where “rust” is evident. There are walkways where the cement is broken and crumbling. The shrubs and trees are not as well manicured as those in Mexico. The pools are a near disgrace, with missing tiles and very, very poor patchwork where they tried to make repairs. Apparently the Moon Palace bought the Sunset Jamaica Grande about nine years ago. At that time, they “might have totally remodeled”, but apparently no one from Mexico (senior management) has visited the property since, because it is not up to the quality of the Moon Palace in Mexico (Nizuc, Sunrise and Grand). There is an obvious lack of “ongoing” BUILDING/GROUNDS maintenance and upkeep in Jamaica. Another MAJOR PROBLEM which is acknowledged at the resort is that the “Luxury Suites” are NOT of the same quality and outside views as the “Luxury Suites” in Mexico. The views from the building where Jamaica’s “Luxury Suites” are located are appalling. The room is basically a Holiday Inn Suite, with a bathroom that is the size of a phone booth (two people can’t possibly get ready to go out to diner at the same time). In fairness, the shower is very nice, not overly large, however, nice. THE SUITE’S VIEW is a disaster!!!! Our first room was overlooking a vast red rooftop with black patches that also included an area with scrap wood piled up (SEE PICTURE ATTACHED). After complaining, and after the first five days of our ten-day stay, Stacy in Customer Relations had our room moved directly across the hall. The view was a little better, however NOTHING as nice as the view you would have in Moon Palace – Mexico AT THE SAME LEVEL ROOM. THE FACT IS (ACCORDING TO STACY AND THE TIMESHARE SALES PEOPLE, THEY DON’T HAVE THE SAME LEVEL OF “LUXURY SUITES” IN JAMAICA THAT ARE AVAILABLE IN MEXICO). THEN WHEN BOOKING YOUR STAY, WHY DOESN’T SOMEONE TELL YOU THAT??? Speaking of Timeshare sales, of course they ALWAYS push the presentation to buy more (into the timeshare). We are already Palace Elite Owners and there are times we HAVE added to our ownership (we have not seen a reason to upgrade our ownership to the next level). They ADMIT the “Luxury Suites” are not on par with Moon Palace in Cancun, Mexico (Nizuc, Sunrise and Grand) and yet they are trying to upgrade your membership!!! Initially, the second sales person (naturally, there are ALWAYS at least three that try to sell you) said, “no matter what, we will upgrade your room”. However, the third salesperson (“The Closer”), flat out said… “well I have no control over the room, HOWEVER, if you buy more, I will have your room upgraded”!!! So, what he is saying is that THEY HAVE THE (BETTER) ROOMS AVAILABLE, BUT YOU’RE NOT GETTING ONE UNLESS YOU ADD TO YOUR TIMESHARE OWNERSHIP!!!! Who in their right mind would add to their timeshare ownership if confronted with THAT attitude??? It was not like the resort was full. It was obvious that it was not a busy week for the resort. When checking in, we inquired about “our view” and we (AS OWNERS) were told, “I can upgrade your room for $800+ dollars”!!! The rooms were obviously available and were already owners. It was not until they saw our review of our stay (after our first five days of our ten-day stay) did Stacy contact us and change our room to across the hall (which was better, but NOT up to the quality/standards as the same level room in Moon Palace’s Cancun location). She did all she could under the circumstances she was dealt. One last important note, it is a one hour and forty-five-minute bus ride (transportation provided by the resort) to and from the airport in Jamaica. It only takes twenty minutes to get to the Moon Palace resort in Mexico. We HIGHLY RECOMMEND staying at the Moon Palace in Cancun, Mexico (Nizuc, Sunrise or Grand), but definitely do NOT recommend the Moon Palace Jamaica. Jamaica is NOT the same quality experience (AND….. it is more expensive). Jamaica gets an "average" rating. Moon Palace in Cancun gets an "Excellent" rating..... go there!!! Read less