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“NOT WORTH THE MONEY”

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Moon Palace Jamaica
Ranked #7 of 35 Hotels in Ocho Rios
Certificate of Excellence
Reviewed 8 August 2017

We just stayed 12 days here and the reason we decided to go to this resort is because we stayed at the Moon Palace in Cancun and loved it. BUT this was not even close to same level as the resort in Cancun. The resort is set in a very beautiful setting except if your room is one of the lower level rooms like we had and you were looking at the roof top and duct work and just a nasty amount of trash on the roof that people have dropped from the rooms above. There were 15 floors and only had 3 small elevators that had way to much technology programed into them for freaking elevator, sometimes it took 15 to 20 minutes to get to our room so 90% of the time we took the stairs. The overall service was OK, I would say it was poor except JOVAN and Elvis were the 2 that made the trip someone enjoyable and really took care of my kiddos and bonded with them. All of the restaurants were really slow and sometimes it took over 2 hours to eat dinner, MOMO was the one exception we ate there twice and enjoyed it both times but had to wait in line for 90 minutes to make a reservation to eat there at night. The pools are nice but really only 1 swim up bar and this hotel has over 700 rooms that kinda nuts especially if the pool side servers don't come around enough. The only way to get food around the pool is to place an order with a server which sometimes it would take over an hour to get that food even if just chips and salsa or you could put cloths on and go the buffet and get the food yourself on paper plates, ya paper freaking paper plates just get plastic plates that you can reuse makes not sense. If I was to return I would email the hotel to check and see if JOVAN was still working. I am pretty disappointed in spending $15,000 for a vacation and the service is pretty bad and the food is average or below average and they don't really pay much attention to detail. We did enjoy the trip but we had to lower our expectations.

Room Tip: ask for a higher floor room so you are not looking at garbage on the roof top below
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  • Stayed: August 2017, travelled with family
    • Value
    • Cleanliness
    • Service
4  Thank PapaGymnastics
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 15 August 2017

Dear PapaGymnastics,

Our team at Moon Palace Jamaica is elated to be in receipt of your review describing your overall experience achieved with us. We are thrilled of the admiration expressed in the beautiful maintenance of our breath-taking Resort, nice pools, the exceptional service and food extended at our exquisite MoMo restaurant upon both your dining experiences. The team members to have made such a remarkable impact on your vacation as a result of their outstanding services offered will be profoundly applauded for this effort. Having heard of your undesirable encounters are however truly heart-breaking as I can assure you that this is not our intention. We have vigorously commenced assessments as a platform of implementing the necessary adjustments in the respective areas mentioned. Allow us the opportunity of providing a more phenomenal Palace experience in the future than that which you described within your review.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica

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361 - 367 of 1,604 reviews

Reviewed 8 August 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
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  • 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 10 August 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 8 August 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.
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  • 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 10 August 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 8 August 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 10 August 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 7 August 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 10 August 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 7 August 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 10 August 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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Reviewed 7 August 2017 via mobile

Let me say first that the hotel is beautiful, very comfortable rooms, lobby is beautiful. But, there is nothing 'Jamaican' about this place. The people are scripted- you won't hear the 'no problem' or 'yeah mon' you would expect. No music playing anywhere except the center pool at any point until the morning we left. There is no local flavor to speak of at all. We missed that on this trip as opposed to prior trips to Jamaica.

Positives: the kids club was great. One of the nicest i have seen at any of the resorts I've been to. The downside of it is that the splash play area is completely fenced off- so a little bit of a hassle to get to because you have to go through the playroom to get there. My daughter is 6 and she really enjoyed the playroom and activities.

The jerk chicken at the poolside grill is great, definitely try it! Buffet at breakfast was good, lots of selections for lunch and dinner too.

Great location in Ocho Rios, convenient to everything and a nice beach. Walking distance to craft market if you want to brave it and do some serious price haggling (hint- don't buy blue mountain coffee at hotel or craft market. Overpriced at hotel and fake at craft market).

Negatives:
The tours are RIDICULOUSLY overpriced. You are better off taking a taxi and paying admission on your own. Mystic mountain with bobsled was a rip off. Half price at the actual attraction plus the wait for the bobsled was so long we could only ride once, not the twice we paid for. Also left no time for pool or nature walk. Get there on your own and spend more time if you are doing that tour. Same with the falls. Costs double through hotel. Costs $22 and you still get a guide if you get there in a taxi or private car. $50 per person through hotel and then you are tied to their schedule. We were pretty unhappy both times. We also were less than pleased when we let the vacation planner know we were wide open on schedule and had 7 days there, and asked about crowds and ship schedule. Ships in port 2 days that week. They booked us on falls tour the day the largest ship was in port. It was very crowded. Make sure you are more explicit than we apparently were on going on a day with NO ships in port, and don't tour on a national holiday either to avoid crowds.

There are never enough chairs at pool or beach. We looked from our balcony as early as 7 am and a number of chairs were loaded with towels and the people were nowhere to be found. This went on all through the day. Very frustrating that this was allowed.

Food and drink service is SLOW. Poolside and at restaurants. We waited over an hour for a cheeseburger and some tortilla chips one day around 5pm. Insane. The last evening we were there, we were packing and decided to just get room service. 2 hours and 20 minutes! Normal delivery time was 30-45 min. We had room service a number of times, and it was generally fine but something was missing or not right every single time. Double check your orders to be sure. We ate at Gondola one night. Not good. Food (steak and fish) were completely overcooked and dried out. We sat for an hour or so waiting for it. My daughter's spaghetti came out and we found a long piece of plastic filament- almost like fishing line. We sent it back and showed the server. They didn't offer to make a new one, didn't apologize and we NEVER saw a manager. Momo was just ok. It was salty, lots of butter and oil. Skip the salmon-small, frozen, and tasted overly fishy. Wasn't good.

Stayed: August 2017, travelled with family
Thank Leslie R
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 10 August 2017

Dear Leslie R,

Our team is ecstatic having been in receipt of your amazing review. We are overjoyed to be made aware that your daughter was highly enthused by our Playroom which kept her fully engaged, likewise the variation of food options on our buffet which kept your taste buds satisfied throughout your stay with us. As we aim to offer unparalleled service to our valued guests we duly note the concerns highlighted throughout your review and will make the necessary adjustments upon assessments in order to mitigate these occurrences. Be assured that your less than spectacular experiences are not our intention as we focus on creating the most phenomenal memorable overall vacation experience. We are deeply saddened to have learnt of these experiences had on our property and hope that this will not deter a future visit. At Moon Palace Jamaica we look forward to having all our guests return in order to make their getaway more tremendous than that of you last. We would be grateful to be given this opportunity of hosting you once more where we our goal it to deliver only that of first class service to you and your wonderful.

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
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Additional Information about Moon Palace Jamaica

Address: Main Street, Ocho Rios, Jamaica
Phone Number:
Region: Caribbean > Jamaica > Saint Ann Parish > Ocho Rios
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#5 Top resorts Hotel in Ocho Rios
#7 Luxury Hotel in Ocho Rios
#7 On the Beach Hotel in Ocho Rios
#7 Spa Hotel in Ocho Rios
Price Range: $599 - $1,115 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Moon Palace Jamaica 5*
Number of rooms: 705
Official Description (provided by the hotel):
Moon Palace Jamaica is situated on the north coast of Jamaica, accessible from the Montego Bay airport. Palace Resort's newest resort boasts more than 700 guest rooms and suites with oceanfront views of the Caribbean Sea. It's also home to the largest spa in Jamaica. ... more   less 
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Also Known As:
Moon Palace Jamaica Ocho Rios

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