Ocean Eden Bay

I would rate Ocean Eden Bay a 2 out of 10. The vacation got off to a terrible start. I've visited Jamaica five times and stayed at Moon Palace Resort, so I decided to try staying in Montego Bay at Ocean Eden. Unlike other hotels, there was no personal greeting with a welcome drink and hot towel; they were just set to the side, and I had to ask about them myself what is the purpose of a welcome punch with no Welcome! The check-in process was the best part of my stay; the front desk staff were all fantastic, especially Kenisha, who assisted me directly. Everything went smoothly, and I felt optimistic about the stay. I had a short wait for my room, but since my family members had booked a room the previous day, I could relax in their room. We then visited the swim-up bar to see a bartender named Jovan, whom our family members highly recommended. Jovan made us feel welcome, and I can't even recall what time I checked in because it went so smoothly. Later, we met Tevin from the front desk again, who remembered our names, and he took us to our room, providing insights about the hotel with great respect. However, the problems began that afternoon.At the jerk hut, the food was cold, despite having a grill on site. We moved on to another bar and were offered unfamiliar "house" liquor brands, with the explanation that we needed privileges or VIP access, which is odd for an all-inclusive resort. At dinner, our room had only two washcloths, two towels, and cold water. At the steakhouse, the portions were quite small, and at Sugar Cane, where I had a reservation for three, they wouldn't allow a fourth person to join us without an hour's wait. When we asked to listen to a band while waiting, we were told no, and by the time the food came, the service was poor, and I was too sleepy to enjoy it. I couldn't even reheat it later as there were no facilities for that. Breakfast was cold, with only the omelets being warm. There was little poor variety that was not appealing to the eye , mostly leftover items from the previous day. At the pool, Jovan was once again the highlight with his excellent service, but there were no pool towels my entire stay. After a tiring day, I found the hotel still had no hot water and had to reuse my towel and washcloth. Despite the circumstances, my housekeeper, Kemiscia, was remarkable. One night, I mistakenly entered the room below mine as the door numbers were similar, and to my surprise, my key worked for another guest room .Thankfully, it also worked for my room that night but not the next day, which was frustrating. The pool area was unclean and had no towels or straws, forcing us to drink from old, washed-up plastic cups. The hotel experienced an earthquake while we were staying there, but no one informed us about the cause of the building shaking before or after the event. By then, I was not surprised by anything at that hotel. I went downstairs to an on-site culinary area, where they only heated pre-cooked food in aluminum pans. The staff's attitude towards guests, including their portion sizes and courtesy, made me feel like a homeless person lining up for free food. When I asked an employee why they appeared so unfriendly, she responded by saying that guests come across as rude, which I found to be a poor excuse. I then tried dining at Route 66, but the food was poorly prepared, and I left my meal untouched. The previous restaurant had only been recommended to me if I were extremely hungry, though I have never felt so hungry at a resort before. Overall, it was a disappointing trip. While the pool and evening entertainment were okay, that was about the only highlight. I did speak to a manager at the coffee shop, which was the cleanest and most well-stocked area on the premises, and was able to reach a manager from guest services. However, since I was checking out at 7 am the next day, there wasn’t much they could do. I was offered a 30% discount on my next stay, but nothing was taken off my current stay, which I felt was unfair, as I felt cheated out of my money without any recompense. Additionally, the excursions run by a trusted on-site company were disappointing. My siblings signed up for two excursions, a meal, and ended up waiting around with poor service for $180 each, only to be offered a $30 refund. They claimed the hotel had nothing to do with it, despite having the company on- Read less

While the rooms were pretty, everything else about this hotel was terrible. The customer service was extremely poor. I called the front desk about seven times to report issues in my room—a non-functioning fridge, a broken steamer, and an AC that wouldn’t work—and received absolutely no assistance. To make matters worse, the room smelled like moldy wood, likely because it was steaming up without proper air conditioning. There was even a crab in our bathroom, which was shocking, and it took nearly a day for someone to come and remove it. On top of that, some of my money went missing during my stay, and the bed sheets were damp and musty, as though they hadn’t dried properly. It seems like they hire only a bunch of children, which might explain why these issues aren’t taken seriously. I cannot recommend this hotel based on my experience, and I hope they address these concerns to prevent future guests from dealing with similar frustrations. Read less

Our stay at the ocean Eden bay was amazing. The food was great, the entertainment was lacking tho but overall it was a great experience. The resort however could use more night life and more Jamaican music. The front desk staff were kind and always smiling except for the manager Sceala Taylor who was not very warm or welcoming. She was rude and did nothing when we had an issue with our room. It was obvious from her facial expressions that she did not want to speak to us at all. The guest service was amazing and had us speak with another manager Ms Gorgette was her name I believe and she helped us. Thank god for her. However I feel bad for the poor front desk staff because with a manager like that I can only assume the worst. Read less