Moon Palace Jamaica – All Inclusive

The entertainment team was absolutely amazing, especially Warren and Steven! They were full of energy, kept the vibes going, and really knew how to get everyone involved. We had such a good time with them! I even learned some Jamaican dance moves, which was so much fun! The pool activities were a highlight too, lots of laughs, great music, good vibes, and plenty of dancing. Warren and Steven definitely made our experience even more memorable. Their energy and personalities were incredible, and they made sure everyone was having a great time. Big thanks to both of them for making the holiday so much fun! 🇯🇲🔥💃🏽🕺🏽

Unfortunately, our arrival experience at Moon Palace Jamaica was extremely disappointing. We checked in at 4:00 p.m., but when we went upstairs, we discovered that our room had not been cleaned appropriately. Dust all over the counter tops, the floors were not mopped, the bathroom smelled like someone used it before they left the room and the rug was filthy. We immediately notified the staff and were offered another room, but the available options were either smaller or did not have a balcony. Since we specifically paid extra for a balcony room, accepting a downgrade was not an appropriate solution. We made it clear that we were willing to keep our assigned room and simply wanted it cleaned. We were told that this would be taken care of, so we walked around the resort for two hours to give housekeeping enough time. When we returned at 6:00 p.m., the room was still dirty. After traveling all day, we had now spent another two hours unable to shower, unpack, or relax. When we asked to speak with management again, we continued to receive the runaround. We were told there was no night manager available until 11:00 p.m. and that nothing else could be done besides placing us in a downgraded room. We repeatedly explained that we were not asking for anything unreasonable—we simply wanted the room we paid for to be cleaned. We were not able to enter our room until approximately 8:30 p.m., nearly five hours after checking in. This was completely unacceptable and took away a significant portion of the first day of our birthday trip. The disappointment continued throughout the stay. I have stayed there 2 times prior to this visit, in March and in April of this year at Moon Palace Jamaica and the resort was noticeably different this time. The entertainment was not as enjoyable, and there were far fewer activities happening throughout the stay. Prior to this visit, the entertainment was lively and consistent there was noticeable gaps in the entertainment. A lot of silent moments in the main pool when previously at least music would be playing in the background. The entertainment team during our stay 8/12 - 8/17 was lacking in consistency and interactions with guest. Did not feel as welcoming or as friendly as before. I had such amazing experience in March and April that I purchased travel package at check out in April and returned with my best friends to celebrate their birthdays. Unfortunately, this visit did not live up to those earlier experiences. We expected much better service, communication, and accountability—especially from a resort of this caliber. We hope management takes this feedback seriously because the arrival experience set a disappointing tone for what was supposed to be a very special trip.

I stayed at Moon Palace from July 22 through July 28, and unfortunately this was one of the worst resort experiences I’ve ever had. I chose this resort because of its reputation, but it failed to meet even basic expectations. Our problems started immediately after check-in. The room we were assigned had a broken air conditioner and the Wi-Fi was not working. Instead of relaxing after arriving, we had to deal with reporting maintenance issues. Things got even worse early Friday morning when the entire property lost power around 3:45 a.m. The outage lasted until almost 5:00 a.m., making it nearly impossible to sleep. Later that morning, we went to complain about our room accommodations. We were instructed to visit the Public Relations department, where we were met with an employee who had a poor attitude and seemed uninterested in helping us. We were told we had to wait until 3:00 p.m. just to speak with a manager. Thankfully, when we finally met with the manager, they moved us to another room, but by then we had already lost valuable vacation time dealing with issues that should have never occurred. The biggest disappointment came on Saturday morning, when I experienced a medical emergency involving my left ear. I had no choice but to visit the resort doctor. While I understand medical care comes at a cost, the charges were excessive: • $280 for the doctor’s visit • $120 for an antibiotic • $120 for medicated ear drops • $100 to have my left ear flushed • $20 processing fee That’s a total of $640 in unexpected medical expenses during what was supposed to be a relaxing vacation. The entertainment was also disappointing. The resort advertised a Carnival Night, but the DJ played almost exclusively Hispanic music throughout the night. The event did not match the advertised theme, and it felt misleading for guests expecting a Carnival-style experience with a broader variety of music. Another evening at the Loud Bar Sports Lounge, several guests took over the music and behaved in a loud, disruptive, and disrespectful manner. It appeared there was little to no staff intervention, making the atmosphere uncomfortable for everyone else trying to enjoy their evening. As if that wasn’t enough, around 3:30 a.m. on our final morning, the resort experienced another property-wide power outage. Having two overnight power outages during the same vacation is simply unacceptable for a resort that markets itself as a luxury destination. Overall, my stay was filled with room issues, poor customer service, power outages, unexpected medical expenses, and disappointing entertainment. For the amount of money guests pay to stay at Moon Palace, I expected a much higher standard of service and reliability. I will not be returning to Moon Palace, and based on my experience, I cannot recommend this resort to others. There are far better resorts that provide the quality, service, and experience that Moon Palace promises but failed to deliver.

A very nice hotel. We used to come biannually for our family reunion when the hotel was Jamaica Grande 2000-2016. Now that the hotel is Jamaica Moon Palace, it is even grander. Lots of updates and extra places and perks to spend those vacation days and nights. Unfortunately it was a super short vacay for me and we had to leave but the place looks good. Staffing for the most part was very attentive. Of mention - the Customer Relations Supervisor, several supervisors in the dinner eating lounge. Needing improvement, one young man at the front who was not as professional as he should have been. Rooms were well prepared but has an awkward view. However, that said the experience e was worth it. Thank you.