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Moon Palace Jamaica
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Reviews (1,957)
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Reviewed September 24, 2017

Beautiful resort, good food, so many things to do (not last swimming with the dolphins)! All workers very nice and kind.
A special thanks to Noycie, always there when needed...always with a smile on her face despite of the hard work and a big thank you to Marita and Nordea, best massage ever!!!!

  • Stayed: July 2017, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank lafiamma61
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 September 26, 2017

Dear lafiamma61,

Thank you for sharing your review describing the brilliant vacation experienced on our fabulous property. We are sincerely grateful that mention was made of the beautification of our Resort,good food and exceptional services extended by Housekeeping and Spa, please be assured that the team members who impacted your vacation positively will be commended for their impeccable delivery.Our team is ecstatic to have hosted such a spectacular Palace vacation with numerous 'wow' moments, we look forward to be bestowed the opportunity again as a platform to create an abundance of phenomenal experiences and memories.

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 September 24, 2017

We were blown away at first by the resort. My 7 year old boy and I loved flow rider. We loved the layout of the resort as everything was close and we did not have to spend a lot of time maneuvering through the resort to get where we wanted to go. The resort credit program is the best we've experienced with real value on great experiences.

If not for the mold issue, I would have been temped to give a 5 star review despite mediocre food at times and mediocre beach. I would have probably settled on 4 stars. Because of the suspected mold issue and the lack of response or care by Palace Resorts in the matter I want to give a 1 star but I'm going with a 2 because some things were really wonderful.

Let's get the part of the vacation that was the most negatively impactful out of the way first. If you are not allergic to mold, Skip this paragraph. Both my wife and son are highly allergic to mold. There was an odor in the hotel in some locations that smelled like strong bleach especially near the elevators for our tower. My wife immediately became paranoid about mold. However, the hotel appeared to be immaculately clean everywhere. So we ignored it. On the 4th night, our son started having breathing issues. he was having an allergic reaction (fluid draining towards his lungs). He has allergy induced asthma and we carry what we need to treat it. We began treatments and it seemed to be working. On the 5th night his condition worsened. We noticed it was worst at night in the hotel room. He started running a fever. So the 6th day we stayed in the hotel room. He got worse. We took him to the on site nurse to document the situation. My wife started showing the same symptoms and they both got worse the longer we stayed in the room. We became more worried that our son's condition would worsen and transition to pneumonia as he has had pneumonia in the previous winter and it was heading that way. We were supposed to stay 2 more nights. We changed our flight and left a day early. The 6th night, my wife's condition worsened even more after staying in the hotel room all day the day before and all night. We left the next morning and filed a complaint on the way out with public relations and requested follow up, a partial refund, or credit for a future stay at another resort. So after we left both my wife and son's condition started improving immediately, slowly, but immediately without any antibiotics. The hotel never acknowledged any problem or made any effort to discuss the issue despite multiple efforts by me to reach a manger in public relations as well as multiple efforts by bookit.com who we booked through and helped represent us in efforts for some response. We felt if they acknowledged the problem and attempted to make it up to us that or at least say they were looking into or testing for mold we would be happy so this would not happen to any others. The fact that they made no effort says they know about the problem, but do not care. Our belief is that there is mold somewhere in the hotel either under the finishes or in the HVAC system as there was no visual evidence of mold. There was a significant layer of dust on the floor under the bed we noticed as we left. Other than that it was very clean.

The Good...

Resort Credits: In a nut shell, the resort credits allow you to enjoy spa services, excursions, and other experiences at about 50-70% off what you would expect to pay on vacation. Other resort credit programs we've experienced we gave you about 10-20% off severely overpriced excursions and services (like $20 off a bottle of wine priced at $150 of $50 for a 1 hour massage priced at $250). My wife and I had a 80 minute couples massage and spa experience for what amounted to $400 resort credits and only $80 USD for fees out of our pockets + tips at our discretion. We did a catamaran sunset cruise / swim for 3 which used $270 resort credits and $45 USD for fees out of our pockets. We were scheduled for a Dolphin Swim experience but had to cancel when both my wife and son got sick with respiratory issues we believe came from mold in the hotel.

Resort Layout: Everything was in a condensed area but it did not seem overly crowded when we were there (end July '17). I preferred this to some of the sprawling resorts we have visited where we felt like we spent too much time walking or waiting on shuttles. We were quickly shifting from one fun experience to another.

The rest..... (bad and mediocre)

Food: We are foodies from Richmond, VA which has a great dining scene. As with most all inclusives the food was just ok. I'd say the buffet was above average for all inclusives. The ala carte restaurants did not require reservations and were not all that busy so we never waited. But the food tended to be just ok. Nothing too imaginative or flavorful. In fact, my two favorite meals were the pool side pizza from the brick oven, and the pasta station at the buffet where you had the choice of pasta, toppings and 5 sauces.

Service: The service was hit or miss. Sometimes you need to make it happen for yourself and sometimes you have a caring person bending over backwards to make you happy. We tend to be friendly personal people that take things in stride and are polite to everyone. We do not get bent out of shape easily, but there were a couple instances where the service was really bad. I'd say 80% of the service was pretty good overall and 20% was not good.

  • Stayed: July 2017, travelled with family
    • Rooms
    • Cleanliness
    • Service
6  Thank Eric 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 October 18, 2017

Dear Eric J,

Our team is absolutely elated to have captivated your admiration as a result of our immaculate environment and engaging facilities and fascinating amenities. Your review describing your overall experience is highly appreciated however as we seek to capitalize on all areas of our Resort please note that your encounter described has been duly noted and our team is sincerely heart-broken to learn of this unfortunate highlight. Allow us the opportunity of hosting you and your remarkable family to a more gratifying getaway than that of your experience described during your last visit.

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 September 23, 2017 via mobile

Weve never done a TripAdvisor review but this time is a must!
Soo where do we start...

THE HOTEL:
Amazing first impression from the lobby entrance, being greeting with a flower, a cool drink and a ice flannel! Totally needed after a long journey :) - concierge and reception staff were both welcoming and friendly and would go out of thier way to ensure all our needs were met throughout the stay.
Being members we knew what to expect from a Palace Resort but the Jamaica experience topped all our expectations- from variety of food, attention to detail, cleanliness, location, AWE SPA , activies and entertainment.
Although luxury suites are not as spacious and on the same level as Cancun resorts (this is of no reflection to the hotel directly as they bought the site pre built and did what they could to refurbish with the Palace brand standard), they were however comfortable, fresh and clean with amazing ocean views.
Maid service was impeccable, we recieved 2 services per day (tidy and turndown) together with fresh evening treats and snack rounds. Minibar stocked daily without making any requests.
Room service 24hrs used 3x during our stay - this was found to be fast, efficient and accurate.
Shout out to the Spa Ladies... Pedi, mani and massage excellent with The Water Journey- a MUST for all guests.
If there is a negative then it will have to be the hard sell of the sales team especially to existing members to upgrade, but we appriciate buisness is business.
Beautifully kept grounds not a blade of grass out of place!

FOOD:
The buffet restaurant provided excellent all round cuisine and catering for vegetarians and all those meat lovers out there! Theres something for everyone- breakfast, lunch and dinner. Peter (definately our favourite host) was attentive to all our needs and provided a first class service no matter what shift he was working.
The cake shop.. prepare to indulge whatever the time of day or night.
Steak house one of the best steaks ever! Definately would have paid for this meal if we had too.
Snack Bar - great pool food served with a smile!
THE JERK PAN! wow. Freshly cooked authentic Jerk chicken served every day at 1230pm (its a must have)

WET BAR:
Okay. So we spent 6+ hours a day on pool side and at the bar - and never had a dull moment or an empty glass. Service was first class with a smile, conversation and humor. The guys; Christopher G, Joshean, Xavier, Romaine B and Tyrone totally out did themselves ensuring we had a great time and made us feel like returning friends, even ensuring we were topped up with our favourite drinks.

ENTERTAINMENT STAFF:
Johnoy, Odeen, Romaine 1, Romaine 3 and Simone! They again did an amazing professional job in keeping customers entertained and happy during the stay. Always happy and lively even during 31degree heat! Evening entertainment was great and never to be missed- with the steel band and karaoke being our favourite. The inhouse band (Loud Bar) are incredible and provided a great atmosphere at the end of a long day.

Moon Palace to needs definately acknowledge the above staff as embassadors to their resort and a few extras (Elvis poolside waiter, Prince lifeguard supervisor, Alex aka "Blackichan" at Momo's) as without them our stay wouldnt have been as enjoyable and memorable as it was. For all of the above reasons we WILL be returning guests.

Date of stay: 8th - 22nd September 2017

Love from the Taylors x

Stayed: September 2017, travelled with family
2  Thank Dominiquee 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 September 26, 2017

Dear Dominiquee T,

It is an absolute pleasure to be in receipt of your remarkable review. We are thrilled to have learnt that such flawless service was offered to you throughout your entire vacation with us, our team works assiduously to ensure that impeccable, first class treatment is delivered to all our valued guests hence we are delighted that this was achieved. Our facilities and amenities are structured for the specific accommodation and convenience of our guests whilst they are hosted by us. As we seek to deliver consistency it is a great accomplishment to have been made aware that the variety of food, attention to detail, cleanliness, location, awe-Spa , activities and entertainment of our Resort captivated your undivided attention. Your review is highly appreciated by our team likewise the anticipation of your return, so we may be given the opportunity once more to extend a warm- welcoming environment in your now home away from home.

Warmest regards,
Christina Mighty
Manager
Moon Palace Resorts.

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Reviewed September 22, 2017

We had a thoroughly enjoyable time . We had enjoyed our vacation there last year but feel that there has been even more improvements and refinements to the service and amenities. We are members of the Palace resorts and therefore expected a high grade service and we were not at all disappointed . Ronike Henman our diamond concierge was thoroughly impressive in the level of care he provided and in making out visit totally stress free. We also were taken care of outside by Nike who ensured we had our towels and drinks any anything else we required whilst relaxing .We enjoyed every restaurant the buccaneer Buffett at breakfast offered an impressive array of food including very well cooked and authentic Jamaican Cuscine . I think I had the best steak ever at the steak restaurant but perhaps our favourite was Pier 8 seafood .
We felt the evening entertainment had improved from last year as it was much more Jamaican in flavour and content . Fro us though the highlight was the resident band who impressed us last year but this year having two resident singers too gave us excellent entertainment both in the auditorium or in the bar .
My only criticism is that we are fed up with being accounted by the sales team as soon as we arrive . I know it's their Job and they are friendly but it gets very intense. This however is no reflection on the hotel , It is common practice at every Palace resort and as long time members we should not be harassed in this way.
However that had nothing to do with the hotel staff who were exemplary at every level .
We can't wait to go back .

Stayed: September 2017, travelled as a couple
Review collected in partnership with this hotel
Thank dianalesm
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 September 26, 2017

Dear dianalesm,

We are ecstatic having been in receipt of your wonderful review describing the awesome service attained whilst vacationing with us. It is with tremendous gratification to have been made aware that such admiration was taken in multiple Restaurants on property likewise the first class treatment extended by our staff. Our team is elated to have hosted you to a refine ,tranquil Jamaican Palace getaway, the team members to have assisted greatly with ensuring that a stress-free vacation was had with us will most definitely be applauded for their exceptional execution. The Moon Palace Jamaica team is ecstatic to have hosted you to our breath-taking piece of paradise, your return is excitedly anticipated by us where we aim to ensure your expectations are fulfilled efficiently at all times.

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 September 22, 2017

I have an overall amazing experience.
From walking in getting a cold cloth and flower, to getting the best tips on the resort, it was fantastic! The top staff member is Franz, Franz, Franz! I left feeling as if Franz was apart of my family! Other members that were helpful is Romaine, and Emroy. The resort is beautiful and I could not be more happy with my stay. The spa was literally heaven!

  • Stayed: September 2017, travelled with family
    • Value
    • Sleep Quality
    • Service
Thank LawWorld
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 September 23, 2017

Dear LawWorld,

Thank you for sharing your excellent review expressing your fun-filled, luxurious vacation attained on our piece of paradise.Our team is honored to have hosted your amazing family to an awe-inclusive getaway which exceeded your expectations through our beautifully maintained facilities and exemplary staff services extended. The team members to have exhibited first class treatment which contributed to your time with us being even more so spectacular will most definitely be highly applauded for their exceptional execution. As we seek to continuously deliver the 'wow' effect throughout all our guests' vacations, we hope to be given the opportunity of hosting you and your fabulous family once more to another magical Palace vacation experience.

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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