Moon Palace Jamaica

We have had the best time here in Jamaica the weather is perfect the staff are so amazing Domar, has been looking after us at the North Beach entertainment pool all week and always knows the right time to fill up our drinks and remembers our drinks just how we like them he is helpful and friendly, just how all Jamaicans are we love it here🥰 all the staff go out of there way to make sure your happy. Anthony from the entertainment team is brilliant with all the kids and entertains everyone with his humour and dancing. We have had excellent and really attentive top service at the spa from the vallets Rochander, Peta Kaye and Shamander meaning sun and she really is a ray of sunshine shine. I had the best massage from Hope she was amazing I and even though I have had some major surgeries of late she acknowledged this and altered the pressure in various areas to accommodate this and I felt I had melted away she did such and excellent job of my legs and feet I have rebooked in with her immediately 🥰 my husband was so impressed with Njori who managed to get to all of his knots in his shoulders he has booked in again. Thanks to all the staff here especially Omar the pastry chef who remembered us and made a really special dessert for us Thanks Omar Even Lorraine from poolside and Teneile from the spa remembered us from last May we are so happy here it’s so wonderful with so many amazing staff here who could ask for more on a holiday in paradise Read less

Currently 2 days in and so far one of the worst all inclusives … Staff are poor, happy when taking your money, but don’t try and get money back, they make it difficult! Wanted to grab a desert from the buffet and take up to the room… “sorry sir this is a dining experience” mate it’s a buffet!!! Question up for tooth paste at the shop for 10 minutes, sorry sir you need to spend over 10 dollars to use Apple Pay ffs… went and got cash and questioned up for another 10 minutes … nothing is a quick or good experience here…If you want a good experience go to Sandals… Read less

For a dated, dumpy hotel 2 hours from the airport, you would think it the Moon Palace chain would train their staff to be friendly to smooth over their other shortcomings. For every one friendly/polite staff member, there are 3 grumpy ones and 2 aloof/lazy ones. Pleasantries/salutations are not returned. The hotel hallways are smoky and smell moldy. Common area bathrooms are disgusting (vomit and feces on the floor). Pool area has garbage, dirty dishes all day and dozens of towels are strewn about into the night. Would recommend avoiding. Read less

There was an issue every single day. I was not informed about construction being right outside my window before booking or else I would’ve canceled. Every night from 6pm to midnight there were loud construction engines revving and rocks being bulldozed and dropped. We never got a peaceful rest and I recorded it because it was unbelievably loud. I asked for some sort of resolution, and was told with little concern from hotel staff that I could pay more to move. I was offered a 25minute massage, and when we got there the next day, our appointment was rescheduled because they were trying to go home for the day. The woman cleaning our room had an attitude every single day, didn’t say hello- only to tell us she had to get new sheet’s because our young children had a pee accident in the bed. It’s a family resort, so this should be expected to happen sometimes, but she was clearly pissed about it! When using the water sports, only 2 things actually worked! The bikes were and catamaran were inoperable. My husbands life vest contained broken clips, and the staff tried to tell him it was fine. When my husband insisted on one that wasn’t broken, the staff sucked his teeth and gave him a very stinky, musty one. I was unable to book the dolphin encounter because of being told incorrect information and when I tried to book it with a different orange shirt person, I was told someone else had already started my booking so they could not do it. Thus, I had to “chase down” the person who started my booking to finalize it. The person was extremely unprofessional… telling me certain excursions were stupid and couldn’t even answer my questions about what others consisted of. Worst of all, I paid for a vow renewal ceremony at the north gazebo, away from the construction. I was assured that’s what I’d get, but 13 minutes before the event (which was supposed to be a surprise for my husband by the way) I was informed, the north gazebo was double booked for private dinners as well as my vow renewal ceremony, so my ceremony must be moved to the south gazebo where the construction was. We had to beg the manager to ask the construction team to pause for 15minutes so we could actually hear each other talk! The event started a whole 35minutes later! When we told the manager we were not satisfied, she looked us in our face, said nothing and walked away. No one had any respect or care for guests. It was pitiful. By the way, we never got our anniversary gift delivered to our room despite multiple follow ups, and our son’s birthday room decorations never came, but after asking, we got his birthday cake delivered to the room about 5:30pm. Multiple requests for more towels were ignored and the roof was leaking on me at the Gondola, so we had to move to a different table in the middle of dinner! The list goes on…. It was an extremely disappointing experience! Read less

We are a family for 4, 2 adults and twins (girl/boy) aged 14. After 20 hours travelling we checked in and started to walk to the lifts when my husband was accosted by a lady at guest services advising we wasn’t allowed to our room before speaking to her. Admittedly I was very rude to the lady who wanted to show us excursions, spa facilities using something called “resort credits” and that we had to meet someone the following day for breakfast to obtain these credits. I told her that we wasn’t interested on more than 3 occasions and she kept asking why!? Finally she took my abrupt hint and we went to our room. We booked a Deluxe Room with a resort view with a balcony. The room is advertised to sleep 4 people, this isn’t the case. On arrival the room had 2 SMALL double beds, which were in reality 2 large singles. My husband is 6”2 and his feet hung off the bottom, my son 5”11 also had the same issue. I spoke to the front desk and was advised they had a room with a king but would cost an extra $200 PN, instead we asked for 2 roll away beds which were delivered the following day after being re requested. Once all 4 beds were squashed in,there was no room to stand, on speaking to management and asking how they thought this was acceptable accommodation they agreed it wasn’t but this was a “corporate” decision. Also agreeing that 14 year olds should not be sharing a bed. The balcony had 2 chairs which is very convenient for 4 people but even 2 chairs were 2 too many as it was tiny and on sitting your knees touched the glass in front. Part of the celling collapsed during our stay on the balcony, I reported this to the cleaner who took photos, sent them to someone to repair which never happened. The cleaners never once cleaned the balcony which was dirty and asked every day if we wanted cleaning, hoping we’d say no! The floor’s were never washed only swept and the kids PJs were thrown on the floor after they made the beds. Buffet restaurant was ok, but they always run out of parfait and on request was advised they’re all gone, same with the specialty juices. Momos was by far the highlight of the resort, the live cooking or a la carte were both great. Boulangierie was great, if the right person was cooking the crepes, if not they were thick and mushy. Panini & pizza place, do not disturb them! If you’re brave enough, you’ll be greeted with a grunt and distasteful look as you’ve disturbed them from their phone time! Pier restaurant, small portions, limited choice and rude service. Italian restaurant, awful food. My son had the octopus and was unable to bite or cut it, tough as old boots. The Al dente pasta was still partially raw which had a crunchy texture and the lasagna was a dog’s dinner, if you didn’t like your dog! Sundeck, can only be described as a death waiting to happen! We went twice, the first time was called off due to rain and the second was called off due to cold food and raw chicken. My son came down with food poisoning after this experience which was raised with management who advised that they would send a nurse to the room at 11am as he was being sick and wasn’t very well at all. They took my phone number just in case of any issues, no nurse arrived, nor phone call. I went to see them again in the evening as my Son was feeling better and not being sick anymore to ask why such a serious incident had been swept under the carpet. The lady said that I should speak to the manager and agreed I’d go back at 9am the following morning. 9am the next day I went, no one was there to speak too, shockingly convenient! Jerk Hut, great food with the amazing Colleen who can cook chicken like no one I’ve ever met. Such a lovely lady who sadly we did t get time to say goodbye too, thanks Colleen for all the lovely lunches. Wet bar, thanks David for being so attentive. Lots of bees at the bar but they were fine as long as you left them alone landing on you doing their thing and off they went. Wired Lounge, small, broken games and an overwhelming air freshener smell. Evening entertainment, good. MJ was brilliant as was Bob Marley and magic show. Beach party advertised never happened. The show finished at 8:45 in the evening and no other places for the kids to go. No daytime entertainment for teenagers, apart from our last day with an impromptu pool party, which was amazing until the entertainment staff came out to take over the microphone and ruined the fun. No pool volleyball, pool games, nothing. The resort credits / timeshare / diamond club. We did go to the 90 min presentation, only for the $750 resort credits. We had to check in at 8am, however there was a queue so that took 15 minutes. Mika then took us to breakfast with a yellow pad explaining it was all being done as she wanted our money. After breakfast she took us to see some beautiful rooms in the hotel explaining the benefits of becoming a diamond member. We were then taken to her office so she could show us in her words “apples for apples”. The price started at $70k deposit and $7k per month for 60 months but said she’ll take us to her manager who could offer a better deal. The final offer was $6k deposit and $580 per month for 60 months and if we paid the deposit now he’d refund us $10k. I told him to keep his $10k, take the $6k out of that and put $4k in my account. Funnily enough he wouldn’t do this, I wonder why #scam! He then said why are “British” people so untrusting #insult! Mika and her manager left and we got up and was told another manager was coming in to ask about them, another falsehood. In comes a very rude man that didn’t look you in the face and just kept asking why we wouldn’t sign up. We were released to walk through the office with Mika and her coworkers starring at us, no smiles now just a cold stare! We got our credits, yay we thought! But no! Tried to book an excursion that was $124 PP using the credits plus tax and an “upgrade fee” of $495 for 4 people! Which had to be paid by cash or card. When speaking to the orange shirt excursion sales lady, she said the credits only cover part of it and there’s always an upgrade fee, apart from in the spa. We booked a spa treatment and on arrival it had been booked for December! This was re arranged for the following day. We went to the gift shop to buy some bits to take home and had $180 credit left, on check out we were advised we could only use the credits for hats and sunglasses at $120 a pair of plastic unbranded glasses plus $20 tax. Call me suspicious but the whole timeshare, resort credits is a total scam! They over promise and under deliver! The massage was $600, who pays this amount for an hour and the ladies doing the massages are paid so poorly! Christina and shanika were amazing in the spa. Now the hotel will reply to this message, thanking me for my feedback. No thanks required as this has been written as an admonishment to others before parting with their hard earned cash and free time. Read less