Moon Palace Jamaica

I’m usually not a guest that would write a bad review because my stay did not meet the expectations or standards of what I wanted or paid for. But instead I would speak with a manager or staff and try to get assistance however this time around I can safely say this has been by far the worst experience I’ve ever had at this hotel and I’m a palace elite member! I just want to advise any person wanting to book this hotel, to kindly do so at their own risk and do not do the presentation with them it’s a SCAM !!!!! You are promised free nights, day passes resort credit and they all come with conditions because they train their staff to convince you into buying these time shares and then u have to hear that the promised gifts are based on conditions or when you call the reservation line they act like they don’t know about anything that was promised in that presentation! I upgraded my membership last October and was told that I have 7 free nights with 2 adults only and never did they explain I would need to do anything to use these free nights, but to just book. When I booked this stay I specifically asked the lady to add a KING BED and a CRIB to my reservation! She explained it’s based on the hotels availability! Now when I came to the room I was greeted with 2 beds and no crib and had to hear that there’s no one to assist me to do a room change on the night we checked in. I wasn’t upset about the availability but more so the front desk staff that was working the night of July 12th that nonchalantly turn me over to guest services and my concerns were not resolved ! I requested a kettle that said night as I have an 18 month old baby and I still haven’t received one to make tea for the baby and I had to be going to the cafe in the lobby each time for hot water and couple times they didn’t have hot water at the coffee station such a big inconvenience! The sushi bar didn’t have a chef bcuz he was working all 3 stations in the lobby! The management presence was lacking and that tells a lot about this operation!!!!!!! I was leaving the hotel the night of July 13th and the security was approaching my vehicle to search n it’s after wounding down my window he apologized and said “he thought it was a staff bcuz my vehicles resembled a staff”, I just told him he needed to do his proper checks before attempting to do anything! I tried to park closer to the lobby after going to the pharmacy in the town and I was rudely approached by a security at the service area heading towards the parking lot on July 14th at about 1:00 pm! I parked my car close to the conference rooms and after exiting my vehicle the security said “ u can’t park there the hotel is not that full for u to park there”! I explained I tried parking earlier n I wasn’t able to get a park n his body language was the nastiest !!! I was so frustrated at this point! To add to that I was given 500 resort credit and decided to redeem some of the credit at the spa! I went on July 13th to book for the next day. However a staff wearing an orange top with PVP on it approached me upon entering the spa to assist with my booking and it was a complete mess! I was advised my spa service was booked for July 14th at 11am and all I would need to do is pay the service fees and put my card on file. I didn’t know a card wasn’t on file as usually they request that said card used to book the reservation and leave it until we check out! The morning of July 14th I went to reception to leave a card on file n went to the spa only to find out the staff booked me for July 21st and there was no availability for the remainder of the day ! This put the icing on the cake ! At this time I’ve been very much annoyed with the service. I went to the reception and ask for a manager and none was available or is ever available to assist! Michael was however very helpful n professional and listened to some of my concerns and not only did he directed me to the guest services department but he walked me there n ensured the agent was assisting. Eric from the spa did his best in trying to get me an appointment at the spa but the timing was off. While their were a few good things about this stay the bad outweighed the good by far on this trip ! To add to that, seeing I wasn’t able to redeem the resort credit at the spa I decided to stop by the gift shop and at least use some of it. I went to the gift shop n was told I can’t use the credit as the palace elite department is closed and I need to print off the credit before I could purchase anything from the gift shop bcuz they are a separate entity! Again, it’s the way in which these things are communicated and the fact that there’s no alternative to address these minor issues is what led me to think that being a member is a complete rip off n scam! So everyone at the hotel is happy n one when u are going to that presentation but once u plan to redeem anything that was promised that’s when things go downhill!!! Last night I decided to take my kids to the arcade and bcuz I previously stopped at the cafe in the lobby I got done sorbet. When entering the games arcade I had the cup in my hand n a staff just walked up “ u can’t eat in here”!!!! I said I’m not eating I had a cup in my hand n ur assuming I’m eating! It was at this point in time I responded very angrily and exited that room bcuz I was really fuming at this point !!!!!! More training is needed or probably more pay bcuz it’s very clear that a lot of staff are not happy doing their jobs here. It seems only the scammers at the vacation club are smiling until u complain about what you can’t get that they promised! I need to cancel my membership and the longer someone takes to reach out the more damage will be done! Read less

Our trip started great. Most of the staff work their hardest to try to please their guest. There are some staff that are very stiff and unapproachable. Management team like Bruce showed stellar customer service. Service and food went downhill during and after the hurricane. I have to say that staff and management working during those times were great. They tried their best to accommodate the needs of their guest, however I would look at Moon Palace of not providing enough resources to accommodate their guests on a disaster event. Moon Palace is a multimillion dollar hotel industry. They have resorts and hotel in Mexico, Europe (Baglioni), Jamaica and Dominican republic. Setting aside funding for disaster preparedness should be part of their budget. From what I have seen there were no planning that took place. Or they may have plan but they can not execute it due to lack of resources provided by Moon Palace. Come on Moon Palace with the million of dollars of revenue you get from the hotel and the membership you cannot provide enough resources for your guests. The night before the hurricane due to lack of staffing the sheltering process took hours. It was so unorganized, there were yelling, shoving in a hot, cramp space. Food is terrible, lines take hours and by the time you reach the food it run out. The best food we can get fot 2 days were chicken nuggets if it does not run out. The night of July 4th the lines was long, were talking hours and we ended up with 1 roll of bread and a spinach with no dressing for dinner. There are so many guests did not get their dinner that night. We were charge $200 emergency rate per night. I felt sorry for guests that were paying full rate. During those time, there were no electricity on most areas, no wifi, no AC, no water most of the day, elevators are not working. Imagine yourself climbing 15 floors on hot humid temp. Felt sorry for those that have kids and strollers. Most of the guests cant wait to check out and since there was no electricity, they have to pack in the hot dark room. Moon Palace should refund all guests on those days as their vacation turned to nightmare! Read less

This was hands down the worst experience I’ve ever had at this hotel and I’m a regular soon to be someone who never visit again and I’m a member. We were a group of 27 people and unfortunately was there during the hurricane. While a hurricane hitting isn’t their fault, how it was handled was. There was absolutely no communication!!!!! We had to go to a shelter the night prior at 10pm and it was total chaos. We had to sleep on beach chairs. The food was lacking and not properly cooked. How do you serve raw chicken nuggets knowing children would be eating it. The fact that people had to pay $200 each night if their reservation was up during the hurricane is inhumane and robbery. Where were they to go? Would you throw them out in the hurricane if they refused to pay? Airports were closed flights were canceled. The generators kept going out. If you know anything about generators you have to test them continuously even when not needed and I don’t believe that was ever done. Building 2 needs to be seriously renovated. The day following after the hurricane only the buffet was open imagine the line to get food. Only one bar open imagine the line to get something simple as water! I wrote management in the member side no response. It’s a damn shame but this hotel or membership won’t be receiving any more of my money unless some accountability is taken and some offering is made to the guests affected. Read less

Prior to traveling from the US to Jamaica, on 4/7/24 I called to ask and was specifically told that the property had: No water interruptions Air conditioning in ALL the rooms No electricity interruptions because the property was on generator power and that while the public areas were warm, the Air Conditioning was being rerouted to the guest rooms. This was not the case. Shared a very detailed complaint with management by email after no resolution in person. I will update this review with the resolution. Read less

Let’s start with the fact that there’s only 1 buffet which led to hangry guests and constant long lines. Next, the WIFI service was horrible and the AC kept breaking. Imagine in this heat trying to sleep in a humid room. The floors are slippery and my nieces and nephews were slipping and sliding bumping their heads every day. We had to lay towels down all throughout our hotel room because our children kept slipping and sliding due to the condensation. Third, the rooms and the bathrooms were so small it’s like they tried to squeeze as many rooms into this place as possible. I’ve never been in such a small room and again with kids this is just not ideal. Did I mention the AC broke several times!!!!! Lukewarm water & on the last day only freezing cold water No electric city. Entertainment canceled our reservations were canceled without so much as to an explanation of why. Not much staff working the front desk to field inquiries. No elevator service so we had to carry our baby strollers up and down the stairs and be careful not to slip as the floors were slippery all throughout this place. Moon Palace I am saddened that I allowed you to talk us into spending our one and only family vacation at your establishment during the one and only time my family and I are able to gather like this in the year. We spent close to 10k with a certificate you said would give us a discount & for what to watch my nieces get trampled over by the other hotel guests as families scavenged for scraps of food (chicken nuggets & fries) every single day of our 7 day nightmare vacation. As frequent all inclusive vacationers we were all in shock at this experience and I write this as I sit in the buffet with our plastic forks and cups and paper plates. Imagine paying 10k to eat nuggets and fries with plastic utensils. Don’t even get me started on the customer service. We felt like an inconvenience to the majority of the staff we came in contact with & this was before the hurricane hit. At times I would rather just go and get my own drinks and grab the utensils myself because they came across as annoyed & overworked all the time. I plan to never return to moon palace Jamaica but will need to return to Jamaica with another hotel to completely reinvent my experience here. I do not want to remember Jamaica this way. The jerk hut ran out of chicken every day. The buffet ran out of eggs everyday. They even told us they ran out of water bottles at one point. Imagine our disbelief as we were a family of 13 (7 children under 10 years old) We had to wait in a line over 30 minutes for simple foods like pancakes and they even ran out of the batter while we were in line. This place is an unorganized mess. Seriously, everything that could be wrong with this place went wrong and is wrong. Not sure how this place got 4 stars because this is functioning as a 2 star hotel. Do not stay here. Read less