Moon Palace Jamaica

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 3020 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Like a Cruise on Land!

    Reviewed by Oatesoasis(Nashville, Tennessee) on Jun 10, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    JAAC Mission Trip Stay. Loved this place. Slept like a baby every night. Worked hard during the day providing free dental and nutrition services across Jamaica with JAAC which made returning to Moon Palace even sweeter. The staff were wonderful. Beds were heavenly. They have the elevators set up to prevent delays, always had something delicious to eat. Loved the Italian restaurant. Was not able to get a reservation to Momo the Japanese restaurant but I enjoyed the seafood restaurant. The steel drum band was wonderful. Shout out to Deonte, Richard, Hamonike, and David at the Sundeck bar. If you go, try a Bob Marley. All was irie. Only a 5 minute walk to both markets, Devons, and Juici Patties. Must get some Devons rum raisin ice cream.

    Individual ratings:

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Excellent customer care and security

    Reviewed by jjar8(georgia) on Jun 10, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    We enjoyed staying at the Moon Palace. Great effort is made to make guests happy and safe. I like the safety measures of the resort. There was security all over the resort ,a gate at the entrance and security check points before entering the hotel. Visitors were only allowed 45 minutes to stay in the lobby. The G.M. was very nice. We went to the Mo Mo restaurant and also went to the Hibachi dinner show another night. The list for the shows at the Hibachi restaurant gets filled really fast. You must call at exactly 9am to make a reservation. The food in the buffet was basically the same every day but there are several other options. There is also a Mexican restaurant, an Italian restaurant and a Seafood restaurant on the property at no extra cost. There is a Jerk area on the beach.There is a beautiful view of the cruise ships when they come in. There are lots of activities around the resort, including, swimming with the dolphins. One negative about the resort for me, is that I had a garden view room and I did not like that My room overlooked some roofs that were very ugly. I did not have a good view of any garden.I think that they should redo those roofs so that they look a little more appealing. Apart from that, the hotel was clean everywhere and there were enough drinks stocked in the room. Entertainment was okay.... lots of dancing and different shows every night. Overall, my family enjoyed our trip. . The hotel is clean and our room

    Extremely poor customer service

    Reviewed by Yuri669(New York City, New York) on Jun 10, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I got to the hotel at 12pm, and didn't get a room until 4pm. My luggage got to my room 30 minutes after. I had to keep checking with the front desk, and they kept telling me to check back later. Worst customer service ever. Modern elevators with touch screens weren't working;the screens were unresponsive; long waiting times for them,and they only go to selected floors. When having bfast/lunch/dinner, the staff were literally hovering around my table to collect plates and cups, although I wasn't even finished! They seemed to be in a rush to get rid of you.

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Service

    Service-1

    WORST CUSTOMER SERVICE EVER!

    Reviewed by hshin9015() on Jun 10, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I went to Jamaica to celebrate my friend's wedding, so I flew there alone. We booked our vacation through apple vacation and from the beginning of the booking process, it was a crap show. Apple vacations told me to go to Amstar booth once I get off the airplane to take the shuttle. Once I got to Amstar, they told me to go to a different company. I was suspicious because I was traveling alone and people warned about how dangerous Jamaica is to travel alone and of course there was no wifi at the airport. I was taken to the hotel in a run-down van from 1980-90s. okay. this is just the beginning. I got to the hotel around 1:30 pm. The front desk told me that my room would be ready by 3 pm which is the check-in time. It was not ready until 4:30 pm and no one was apologetic. The people who work there do not have any customer service etiquette. They don't know to greet people properly and don't know how to smile. They are there just to make money. The rooms were not cleaned and equipped daily. The food was not good. My friends also tried out some excursions and they ended up paying way more than what was told by the vacation planning services. I am giving a star because the facility was actually nice, but we can go to nice hotels here in America too right? Who would want to go there to spend thousands of dollars and treated like this right? I have many more bad stories but I will stop here. I've traveled to more than 20 countries in the world. this place has the worst customer service of all. ? ??????? ?????. ??? ??? ???.

    Individual ratings:

    Service

    Service-1

    Value

    Value-1

    Worst service ever

    Reviewed by Hanniger9112() on Jun 09, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    We just got back from this s#$ hole this Wednesday. I had my wedding here - the place itself was well built I can give a star for that. However, the service was worse than porta potty at a Brazilian rave. They say "resort credit" given depends on how many nights you stay, but the credit doesn't do s#$&. You have to pay 16% of all the "free service" you get with resort credit. Getting a 50min massage, you can use your resort credit, but service fee is $45. I can get a full body massage for $30 in Texas. You pay service fees for all the excursions you get with resort credit. And this is where we had the worst experience with: the first excursion we had to pay full price (Luminous Lagoon - not worth $88 per person), the second excursion, We were told it includes sky explorer( lift up to the top of the mountain), zipline, and bobsled. We paid additional cost to experience Blue Hole ($95 two people), so at the end, it cost us about $130 with resort credit. The guest service agent who helps with booking excursion was very rude and never smiled (almost looked very irratated and upset that she was working there). Obviously we showed interested in activities like zipline and bobsled, not a freaking lift up to the mountain, and she DID NOT mention even once that they are also additional cost on this excursion. We even mentioned "do we do all these three at Mystic Mountain" and she said yes. And I asked, what else can we do , and she said "you can add the Blue Hole, but it's out of pocket". It was my last day at the resort, and we wanted to make the best out of the trip. After getting a skyexplorer excited about the ziplining and Bobsled experience, they pulled us on the side and said we only get to do Sky Explorer and chill at top of the mountain and go back down. WHAT IN THE F#%% HELL? Why do we want to pay $130 to chill out here, when we can get free drinks and food and chill at a nice pool with great view? We wasted an hour waiting to get response and finally were told we need to go back to the resort to resolve this issue. MY LAST DAY OF THE TRIP! When we got back, the supervisor wasn't there. When we got back before leaving the resort, the supervisor told us, she doesn't believe us and will have to listen to her employee and be in contact. I could not just leave like that, so she wrote down that refund will be given if it was the agent's fault. Guess what? Of course, they wouldn't refund our money back because Natoya didn't admit what she did. It was my wedding week and I was supposed to leave happy from the resort. And now we wasted more than half of the day going back and forth, feeling frustrated because they say it was miscommunication. NO. IT WAS MISINFORMED by Natoya. She did not explain right. These people are money hungry monsters, that's probably how they keep the place tidied up. But don't be fooled by it. The service is the worst. They will come and clean the room when you need the room, they will only collect the towels not replacing them. They didn't restock my fridge everyday like they said they would. The broken glasses from the morning still stays on the floor till I mention it. The restaurant waitresses are the worst and rudest people in the world.

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