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Reviewed August 8, 2017

We have been "black band" members of Moon Palace Resorts for a decade. We have traveled to many resort locations and chose the Jamaica resort because it was smaller for my elderly parents and boasted a teen club for 3 of our children. Our room was beautiful! A presidential suite with a presidential view! You don't wake up to a view like that too many places and was worth much of the negative things. Too bad I found make up on my pillow case the morning after our late evening arrival. I don't wear make up. I informed housekeeping and all of the beds had the bedding replaced that day. The outdoor facility is beautiful. The beach is kept so clean. We could walk right out and see plenty of sea life. Many of us paddleboarded and used the equipment regularly and enjoyed being sailed around the area by a wonderful young man. Our prescheduled tours were not scheduled properly and had to be quickly redone during the week. The food is not good in most places...the buffet boasts cold, flavorless food, the seafood house food was inedible to 7 of 9 of our party. The Italian restaurant was the same--6 out of 9 disliked it...we are an easy to please group. The steak house was wonderful one night and so we went back. It wasn't as good the second night. The Japanese restaurant was almost impossible to get into. A member of our party had to wait hours in line to make a reservation only to be turned away. It took 2 days to get in there. It was very good but not worth the inconvenience. Many of the staff were very friendly. Nikki, our server at the swim up bar and all of the bartenders there and at the main lobby were lovely. But there were so many others who were sullen, sour and wouldn't make eye contact. We are a nice bunch and tip generously even at all inclusives, but even that didn't make some of them smile or even say thank you. The teen bar was a joke. One pool table with missing pool balls and a broken cue. The teens declared it awful and didn't spend much time there. Evening entertainment was not half as good as other resorts, we often left way before the show was over. They brought in local vendors who were very pushy. We tried to go for a walk and shop at local shops but were accosted by aggressive people trying to sell us cheap beads, hair braiding, and pot. We quickly returned back to the confines of the gated resort. The gift shop was a joke and you cannot get anything decent with your resort credits...there is no selection like other Moon Palace resorts. But the absolute worst thing was a concert on the beach that began around 5 one evening. Some fool literally screamed into a microphone until midnight! My teenager said the guy was like 'Lil John, but with no talent. It was so loud it was shaking the water in our 6th floor, marble encased bathroom. Children at the restaurants were holding their ears. And we saw a poor bride and her bridal party shocked and visibly distraught. Imagine paying for a Caribbean wedding and having a man scream in a microphone through the whole ceremony. We found out from the employees that the owner of this resort also owns the beach where this horrible concert was located, thus they had knowledge of what this man did and allowed it to occur despite a resort full of families with children. They also claim this only happens once a year. Still, it should never have happened at all. We may try to return to this place in a decade, perhaps by then, they will have hired new chefs and have a better grasp on what makes people want to come back: good food, good service, and a beautiful facility. But they need a lot of work to deserve the 5 stars they claim to have.

Room Tip: 4 balcony,2 br, 2.5 bath, dr, lr suite room 20631 stunning views
  • Stayed: July 2017, travelled with family
    • Location
    • Rooms
Thank bcalissi2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded August 10, 2017

Dear bcalissi2,

It is with tremendous gratification having been in receipt of your thorough review. We are highly appreciative that the beautification of our rooms and outdoor facilities were admired by you our valued guest likewise the cleanliness persistently maintained on our sun-kissed beach. Our Water Sports team members are thrilled to have been made aware that their activities captivated your overall interaction and engagement. As our objective is to attain the ultimate in guest satisfaction, our family at Moon Palace Jamaica is sincerely heart-broken to be made aware that a less than amazing experience was achieved. Your areas of opportunity mentioned will receive special attention as we zoom in on the controllable concerns raised in order to improve on our services. We hope that these encounters do not deter a future visit to our Resort, where our intention is that of delivering the ultimate awe-inclusive Palace experience.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica

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Reviewed August 8, 2017

Excellent family property. Lots to do. Friendly staff. Super choice of meals. Buffet had 20 meat dishes. Looking forward to going back at every opportunity. We were a party of 7 adults and three small kids. Was wonderful.

Room Tip: rooms with ocean view are the best.
  • Stayed: July 2017, travelled with family
    • Location
    • Cleanliness
    • Service
Thank derek j
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded August 10, 2017

Dear derek j,

Our team is thrilled to have hosted you to a spectacular family vacation as described in your review. For your kids to have been so engaged in the activities provided just for them is a representation that a fun-filled vacation was attained on their behalf. We are grateful to have been highlighted as an excellent family property on behalf of you our esteemed guests. At Moon Palace Jamaica continuous effort is directed towards providing the epitome quality of service to all our guests, we are ecstatic that this was evident throughout your vacation duration and look forward to hosting you soon to more magical experiences than that attained on your last getaway with us.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed August 8, 2017

I was immensely impressed with the hotel service and staff. The breakfast selection was fantastic. The À la cart restaurants food was incredible served with a smile. The 24hour coffee shop was a favourite spot to hang out and chill with a delicious coffee and a nuaghty cake. You will see me again for sure.

Stayed: July 2017, travelled with family
Review collected in partnership with this hotel
Thank govindbennett
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded August 10, 2017

Dear govindbennett,

We are highly appreciative of the time invested to pen such a remarkable review. Our team is filled with excite to have learnt that our restaurants selection were fantastic and the food was incredibly enticing, likewise our coffee shop which was your most favorite chill spot during your time spent with us. As we assiduously work towards constantly developing our services and facilities we are grateful that whilst vacationing at our beautiful Resort this was immensely appreciated by you our valued guests. We excitedly await your return upon which it will be our pleasure to create an even more splendid ambiance than that which you experienced during your previous visit.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica.

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Reviewed August 7, 2017

My family just returned from staying at the Moon Palace and we had a great family vacation. The resort was nice and very clean. The food was standard all-inclusive food at the buffet. We had great meals at the steak restaurant and the seafood restaurant. The food was good at the Italian place but the service was very slow for the small portions of food. We did a Chukka excursion to the Blue Hole, Tubing the White river, ATV's and zip lining and we had a fantastic time. The Blue Hole was our favorite. Also did the catamaran trip to Dunns River Falls and snorkeled on the way. Not great snorkeling but the catamaran ride and the falls were great. Our boys swam with the dolphins and really liked that. Be careful, the photos are very expensive but good quality. Our boys also spent a lot of time on the flow rider. Their favorite part of the resort was the gourmet corner that served ice cream, sweets and crepes and was open for 24 hours. They loved Dalton and were excited to see him every night. We would definitely return.

Stayed: August 2017
Thank omahanebraska
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded August 10, 2017

Dear omahanebraska,

Our team at Moon Palace Jamaica is filled with joy to have been in receipt of your review describing your great family vacation achieved with us. We are sincerely grateful that the features of our breath-taking Resort was well enjoyed by members of the family, additionally it was an absolute pleasure to be enlightened of the great experience achieved through the excursions offered. Our dolphins are quite entertaining and as sch we are happy that the boys had a blast with them. The team members and departments to have made such an outstanding contribution to your memorable vacation will be positively highlighted for their first class services extended. We are thrilled to have met your expectations and patiently await your return where our piece of paradise will become your home away from home once more.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica

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Reviewed August 7, 2017

Great value. Wonderful service. Beautiful resort. We will be back as soon as we can. Pools were clean and warm. Staff made us feel like royalty. Food was good. Room service every morning for breakfast and pool service all day. Loved it.

Stayed: July 2017, travelled with family
Review collected in partnership with this hotel
Thank tinae765
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded August 10, 2017

Dear tinae765,

It is with tremendous gratification to be in receipt of your review expressing your phenomenal vacation attained. We are more than pleased that your visit was well worth the money as we aim endlessly to ensure that all our guests leave having the time of their life by exceeding their every expectation. Thank you for the acknowledgement of our wonderful service, clean pools, and exceptional staff who contributed profoundly to your experience with us extending nothing less than that of royalty treatment. The areas mentioned in your review who offered delightful services whilst staying with us will most definitely be applauded and encouraged to keep up this trend. Thank you for selecting us as your preferred vacation destination, we would be humbled to be given the opportunity of hosting you to future magnificent vacations.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica

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