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“Horrible 2nd Trip!!!”

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Moon Palace Jamaica
Ranked #7 of 35 Hotels in Ocho Rios
Certificate of Excellence
Reviewed 17 August 2017

Our first visit was two years ago when this resort had a soft opening. My family decided to visit again to see the finished product and to have the experience Jamaica again. Let me first start off by saying we waited in the lobby for 5 and half for our room. We were told that housekeeping was preparing our rooms, in which we found out 5 and half hours later that they had given another family our suite. To make matters worse my family was put on two seperate floors and my teenage son ended up having a diabetic attack. The management promised use that we would all be together on same floor by noon. Our room didn't get situated until 5:30 pm. Our new room was right across the hall from the employees area that they were doing construction on. We paid for ocean view and our view was of a ugly red roof!!! The food was average however, the Jamaican staff was very pleasant. The suite was average not spectacular.

Room Tip: Don't choose this resort! My friend who travels a lot said the Sandals resort was spectacular.
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  • Stayed: August 2017, travelled with family
    • Location
    • Sleep Quality
    • Service
Thank Reed419
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 19 August 2017

Dear Reed419,

Thank you for investing the time to pen your experience had with us. As we seek to capitalize on all areas of our Resort please note that your concerns have been duly noted and our team is meticulously working towards improving the services offered by our entire team. This is to ensure that all our highly esteemed guests obtain the ‘wow’ Palace effect in their spectacular vacation package as a result of surpassing your expectations. Allow us the opportunity of hosting you to a more gratifying getaway than that of your last experience described.

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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Reviewed 16 August 2017 via mobile

We enjoyed a first time sister's vacation at Moon Palace Jamaica. This was our first trip to the country of Jamaica and we, for the most part, enjoyed it. The weather was good the week we were there - not overly hot and minimal rain.

The free water sports area was just a short walk from our room and kept us entertained. We enjoyed aqua bikes, kayaking (single & double), snorkeling (walking into water from the beach), and sailing on a dinghy. They also had water boards. They also have a Flow Rider which we didn't try but the guests who were experiencing the 'ride' seemed to be having a great time. Minimal lines while we were there.

We enjoyed a sunset catamaran trip (which allowed for a nice swim in the sea). Unfortunately, it wasn't a true sunset ride as we were back before the actual sunset. Our fellow passengers were a conference group and they got a bit rowdy. But I believe that it would have been a nicer trip with a general group that booked the trip for the enjoyment of the experience and not a conference crowd. You can also scuba and swim with the dolphins.

In addition to snorkeling from the beach (if you have your own equipment), you can take a snorkel excursion that takes you to a nearby reef. The crew was very friendly and helpful. The guide pointed out many things that could be missed by an inexperienced snorkeler. The fish are not bountiful as other reefs but still a nice trip and worth the $ (and the tip).

Rooms are nice and kept clean. Balconies on the small side. We never received any cute towel animals that I saw in some of the pics. Oh well, we are adults : )

We ordered room service for breakfast the first morning we were there. It was about 30 minutes late from the promised time but when it finally arrived it was hot, tasted good and certainly bountiful.

We were celebrating birthdays on our trip and mine was the day after we left. We were told we would get a birthday cake delivered to our room on the last night. They even asked for our preferred flavor - but we never received it : (

Staff still learning the Palace hospitality. But I believe most of the staff tried their best. Service in the breakfast restaurants was slow. It was hard to get coffee refills. Wish they would leave a pot so refills are readily available. The food is buffet style so getting breakfast food wasn't a problem. Jamaican breakfast food very good - be sure to give it a try.

Spa good - but not the best I have ever used. Pedis and Manis good. I got two scheduled massage appointments the same - was told it was a computer error and they worked it out but I still had to walk back up to the guest schedulers and have them reprint out my spa schedule to show I really did schedule different types of massage services. I tried a scalp massage but it wasn't one. It was more of a light upper body, face and very light hair rubbing. Not the experience I am used to (for a scalp massage). The Awe Spa experience is unique. You go from heat to cold to steam to a relaxing pool and lounge. Give it a try!

The transportation from the airport is 90 minutes which we really didn't like but we knew about it when we booked our trip. Plan to stretch out (well as much as you can on a bus) and enjoy the scenery. Remember they drive on the left side of the road so find a seat on the driver's side for best window views. Also, the bus is NOT handicapped accessible. I use a cane and found it VERY difficult to get on and off the bus. They need to offer an extra step (stool) to best accommodate people with limited mobility. Basically, I had to be carried off the bus : (

Because of this experience we purchased 3 tickets for Club Mobay for our return trip to the airport. I thought it had an added value of a non-bus transportation to the airport and a lounge to wait for your flight after arriving at the airport. WRONG! Evidently it is merely a place to wait for the departure of your plane. We couldn't use the service because by the time the bus got us to the airport we had to scurry to our gate. There wasn't any time to lounge and wait. I probably didn't listen / understand the definite upsale by the Palace staffer. So we paid almost $300 for nothing. Buyer beware!

1  Thank Becky 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 16 December 2017

Dear Becky J,

Thank you for sharing your phenomenal review expressing your extraordinary birthday celebration experience achieved whilst vacationing with us.
Our team is ecstatic to have hosted your awesome family vacation at our beautiful Resort, we are pleased that our immaculate rooms, superb food, and hospitable staff captivated your undivided attention, additionally our team is elated to learn that our Restaurants, Awe-Spa, Housekeeping amongst other areas you mentioned were highly admired as highlighted in your review.
The amenities and services offered are specially structured to deliver first class standard to all our valued guests, thus we are delighted that this treatment was achieved during your time spent on our property.
Thank you once more for selecting us as your getaway destination, we hope to be bestowed the opportunity once more in creating unforgettable memories and unparalleled experiences.

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 16 August 2017

I stayed at the Moon Palace Jamaica Grande. The resort was beautiful! It exceeded my expectations. Weather was beautiful and this was in late July. The property and pools were beautiful and well-maintained. The staff were friendly. Most of the food was really good. We were in the pool during the day and frequently ate at the snack bar in the pool area (the food was very good there especially for a snack bar). One of the staff really went above and beyond to provide excellent customer service (Crystal C.). She was very attentive, friendly, and always smiling. All of the staff were nice, but she really stood out. I would definitely recommend this resort and hope to return one day.

    • Value
    • Service
Thank Carrie H
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 16 December 2017

Dear Carrie H,

Your wonderful review is highly appreciated by us here at Moon Palace Jamaica.
We are absolutely ecstatic having heard of your exceptional time had here with us and will make special commendation to the team member mentioned.
Our utmost gratitude extended to you for the kind gesture of your recommendation made for other travelers to take into consideration.
We look forward to hosting you to many more family-getaways in our spectacular piece of paradise.


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 16 August 2017 via mobile

I wanted to visit the resort for five days as a member, they told me unless if its seve n days its not possible. Do not decided to check into all inclusive website. I got it cheaper including airfare. Get this, when I got I wanted to see a manager in order to plea my case they told me I have to sit to a 90 minutes sale manager meeting. All they wanted us to do was to upgrade our membership. Really, if you really want members to upgrade their membership you would try your best to get them there not telling them NO SORRY, IF YOU CAN NOT COME FOR SEVEN DAYS WE CAN NOT HELP YOU OUT.
Membership is not worth it. You can get it cheaper including airfare.

Stayed: August 2017, travelled with family
3  Thank Nadege T
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 19 August 2017

Dear Nadege T,

We are thrilled to be in receipt of your detailed review describing your vacation attained whilst staying with us. At Moon Palace Jamaica our goal is to extend first class service throughout our facilities,hence we are saddened that a less than spectacular experience was had as a result of your encounters described.Our team has duly noted your concerns and will assess the areas mentioned for the necessary adjustments to be made. Thank you for having made us your preferred getaway accommodation, we hope that these experiences do not deter you from visiting us in the future so we may create a more tremendous getaway than that of your last.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 August 2017

Being a regular visitor to Jamaica Grande in the past I wanted to see and compare how Moon Palace matched up. I was not disappointed. The opulence of this hotel was evident on arrival in the lobby with marble and glass everywhere and replicated throughout the building. The suite was perfect, airy and spacious with a well stocked refrigerator(not just water, beer & soda that's the norm in most other hotels)there was a variety of liquor, beer, soda, juice, water & wine. The closet was spacious so too the bathroom which had the toilet separated by a pocket door. Toiletries were reasonable sized, gone are those one use tiny shampoo and soap. There are enough restaurants where you will be able to find a satisfying meal or snack. The service in these restaurants, and overall was beyond reproach and the food was very good. Moon Palace has a variety of entertainment options for the entire family. If the entertainment is not enough for you, the hotel is in heart of Ocho Rios with various entertainment places within walking distance or a short taxi ride away. The one down was the beach, it had been improved but was still not a good swimming beach. It still contained seaweed, although it was not as much as before it still made for an uncomfortable swim. One benefit of the rehabbing is that you now have more beach for sun tanning. Overall, Moon Palace is deserving of the positive reviews it receives.

1  Thank ronnie893
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 16 December 2017

Dear ronnie893,

Our team is thrilled having been in receipt of your review describing your fantastic stay had with us.
It is with great pleasure to have learned that our first class service extended to you by our staff and felt through amenities was received with much gratification by you.
We are ecstatic that our facilities were thoroughly enjoyed and maximized throughout vacationing on our breath-taking Resort specifically our Entertainment, Restaurants, and amenities as mentioned in your review.
Thank you once more for selecting us as your preferred vacation choice, we are grateful to have hosted your and definitely anticipate creating more magnificent memories for you.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 August 2017

This was a beautiful resort, very clean and modern. My husband and I travelled with our teenage kids and they were super excited to find out at check in that there was unlimited wifi throughout the resort 24/7. There was also free long distance. Food was great, no need to make reservations for dinner, walk in with no wait at all. Staff were super friendly everywhere. Service was outstanding. One morning we called the front desk for something, it arrived within minutes and minutes after that, the front desk called to make sure it had arrived. We met an amazing employee at the pool who took care of us the entire week with food and drinks all day, Jivan was awesome. This resort was top notch, would highly recommend.

Stayed: July 2017, travelled with family
Review collected in partnership with this hotel
3  Thank Q8047CNpatriciaf
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 19 August 2017

Dear Q8047CNpatriciaf,

We are ecstatic to be in receipt of your fabulous review describing your marvelous experience had with us. It is a pleasure to have hosted you to a spectacular family vacation and are highly appreciative of the recommendation made by you our valued guest. We are delighted that our outstanding service, super friendly staff and our great food was received with much gratification throughout staying on our wonderful property.The team member mentioned whom made special contribution to your Island Palace getaway will be most definitely applauded. At Moon Palace Jamaica we are driven by the force of ensuring that first class service is delivered to all our guests and as a result we look forward to hosting another magnificent vacation for you and your beautiful family.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 August 2017

What a complete disappointment. The property is newer and beautiful views. That's where it stops. The service was the worst I have experienced at an all inclusive property. Our rooms were not correct when we checked in and never really addressed to my satisfaction. Beware the resort credits for activities as you are charged a service fee on them at check out. We were encouraged to tip for every service to "improve" service despite this being all inclusive. The food was good but eating at restaurants takes a LONG time. There was never a go to manager to speak with, only the run around. We will never be back...

  • Stayed: January 2017, travelled with friends
    • Location
    • Cleanliness
    • Service
5  Thank totalsportscare
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 19 August 2017

Dear totalsportscare,

Thank you for the time invested to pen your experience attained while staying at our Resort. Our team would like to express utmost gratitude having had select us as your preferred getaway destination. It is with tremendous dismay to have learnt of your undesirable encounters experienced during a time intended to be filled with wonderful memories. Please note that your concerns have been duly noted and the necessary adjustments will be assiduously executed. We hope that you will allow us the opportunity of creating a more satisfactory vacation on our breath-taking awe-inclusive family Resort where our goal is exceeding that of your expectation.


Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica

Report response as inappropriate
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 Spa Hotel in Ocho Rios
#7 On the Beach Hotel in Ocho Rios
#7 Luxury Hotel in Ocho Rios
Price Range: $606 - $1,123 (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 
Reservation Options:
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Also Known As:
Moon Palace Jamaica Ocho Rios

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