TripAdvisor Traveler Rating

Scammers!!!!! We stayed at the property for 5 nights. During our stay, we attended the timeshare presentation and purchased the promotional 4 nights package afterward. That fee was $299. What an absolute terrible decision. This place will charge you a fee, on top of a fee, on top of more fess!!! The customer service reps are condescending and could care less about your experience. If you care about integrity and want to enjoy a wonderful vacation,then stay far and away from Palace Resorts. It's not worth the stress and aggravation.

Just left Moon Palace Jamaica after a wonderful week. This was our first experience with any Palace resorts. For reference, we are devoted Dreams Resorts fans and have been to nearly all their properties in Mexico and the DR. We decided to give Moon Palace Jamaica a try, and I am so glad we did! Club Mobay is worth every penny. Christina was our leader and did an amazing job. I wouldn’t have wanted to navigate everything without her. She breezed us right through the lines and got us out within an hour of arriving. Overall, Moon Palace has a very luxurious and upscale feel. The staff were SO attentive, welcoming, friendly, and kind. Special shoutout to some of our favorite staff members: Nicholas - photographer on site (captured our engagement and made two very unphotogenic people feel great ????), Kemeil from Sundeck in the evenings (remembered all of our orders from two days prior), Stacy Ann from the pool bar (always kept our drinks full with a smile and was beyond caring and personable), Sabrina from the lobby bar at night (by the end of our vacation, she could get our orders ready with a simple head nod from us), Ryan from Pier 8 (this dude runs the show at lunch), Christopher from entertainment (always chatting with us and making sure people were having fun), and Chef Eli from the hibachi restaurant (Midnight was great too but Eli provided the most entertaining teppanyaki dinner we have ever had, and our 11 yo loved him). Truly, the staff sets this resort apart from anywhere else we have been in the past. Rooms: super clean! Housekeeping did a great job. The only thing I didn’t care for was the intense marijuana smell drifting into our room in the late evenings and into the middle of the night. Obviously the staff has no control over this, but keep this in mind if you are sensitive to smells. Food: good overall, I think we have had better food and elsewhere but certainly didn’t go hungry. Sundeck in the evenings was by far the best dinner option. We enjoyed Pier 8 for lunch and breakfast, although we opted for the buffet for breakfast most days as the 11 yo didn’t want to sit through a longer breakfast ?? We found the alcoholic beverages to be good but very strong. Not complaining! Kids: Our 11 yo enjoyed the arcade immensely. There is an inflatable obstacle course a ways down the beach which is $20 per person, per hour. However, they weren’t very busy so they let my fiancé and 11 yo play out there as long as they wanted. It was fantastic for them and a great deal! Our 11 yo found the slide at the resort to be too small/slow compared to resorts we have been to in the past, so he didn’t enjoy that as much. He spent a lot of time on the flow rider, kayaking, and on the obstacle course further down the beach. Just something to consider if you’re traveling with preteens. Beach: stunning! We enjoyed the north beach most as it was a quieter area and just so peaceful. As I mentioned before, we enjoyed the free water sports like kayaking/paddle boarding. Pools: so many pools to choose from. All were great! We never had an issue finding chairs at the pool or beach. Granted, this is not peak season so I’m sure that can change: Tour: I absolutely cannot recommend Antonio Ingram from Custom Tours Jamaica enough. We communicated with him regarding a Blue Hole and Konoko Falls tour. He responded promptly to all my messages and put together a great tour at a reasonable price. Our tour guide, Peat Taylor, was fantastic and knowledgeable about the island. Furthermore, Konoko Falls was closed once we pulled up to the entrance. Peat calmly and quickly worked to find us an alternative while we did the Blue Hole. We ended up doing Calypso Tubing and LOVED IT! I think we ended up enjoying that more than we would have enjoyed Konoko Falls. Thank you to Peat for an unforgettable day, and for Antonio for helping set everything up! Overall, we would definitely return to Moon Palace Jamaica. It will forever hold a special place in our hearts. ????????

My family and I spent an awesome time here at moon palace jamaica. From the view to the cuisine I would rate it 10/10, my children loved playing games at the wired lounge every time I dropped them off they were excited to see Sahir as he played chess, thought them card games from speed to trash. Really appreciate the customer service and the bond he had with the children as he was attentive while interacting with them. Good work and I hope to see him again on our vacation. I wish other staff had better customer service training as I had an issue and th e waitress was dismissive. For entertainment I wish it was more longer sometimes the show ends before the hour. Thanks again for having my family and I.

My family and I had an awesome time. The place is beautiful and my two daughters absolutely loved the playroom. They couldn’t stop talking about it. The playroom staff was so kind and patient with my kids and that meant a whole lot to me. I’d like to personally thank them here….Mel, setirah,Jermaine, aunty Donna diedre dwana and Monique you guys r amazing thank youu

My husband and I attended a destination wedding at Moon Palace Ochio Rios 11.11 2022. Upon checkout we purchased a package presented to us for a 5-day 4-night stay with a down payment of $299 and were advised that travel had to be completed no later than 18months of purchase and that once final payment of $1,450 is paid, it WILL be non-refundable. Please also note that several other family members traveling with us for the wedding also purchased the SAME package. May 2024, my husband, and I opted to redeem the certificate, as it was nearing the 18-month validity period. Recognizing the stipulation that travel must occur within this time frame, we made our final payment of $1,450 to Palace Resort in April 2024. It was made clear at the time of purchase that this payment was non-refundable and that any deviation from our selected travel date in early May 2024 would render the certificate null and void, with no options for date changes. Upon check-in at Moon Palace, Ochio Rios on May 1st, 2024, my husband, and I were informed that the original credit card used for the final payment was required. They refused to us a 2nd card for incidentals. We were unaware of the requirement to bring the specific credit card used for the final payment and unfortunately, we did not have it with us. Given the short vacation stay, four nights, we opted to bring only essential items, which included 1 credit card, our drivers license and United States issued passports. Please note that the credit card that we had in our possession at the time only had a balance of $700. After speaking with an agent at the front desk, we engaged in a discussion with both Client Relations and a Palace Resorts reservation representative via phone. The Palace resort representative advised that the decision to check us in without the original card is left at the discretion of the hotel. While the hotel was telling us that it is Palace resort that had to make the decision. There is obviously a huge hole in the process and the consumer is left hopelessly trapped in the middle without options. Despite our efforts, both the hotel and Palace Resort reservations maintained that it is party that should make the decision. At this time, we asked to speak with the hotel manager. Analene Shaw came down to speak with us. We explained that we were unaware that the original credit card had to be present and that we did not have sufficient funds at the present time to pay the $1,450. She explained that the original amount of $1,450 would be reimbursed to the original card but that we had to pay again and that there were no options available. We were deeply disappointed to discover that Arlene Shaw’s proposed solution involved instructing my husband and I to request money from family members and have them Zelle or pursue cash advances from the bank to fulfill the requested payment. Despite us offering solutions such as having a copy of the credit card sent to us or contacting the bank to verify the previous transaction, these proposals were rejected. We were informed that failure to make the additional payment would result in our being unable to stay at the hotel, and the previously paid $1,400 would not be refunded. We felt trapped, abandoned, and totally humiliated.