TripAdvisor Traveler Rating

We are Palace members. We booked a lovely week at the Palace affiliated resort in Jamaica. The resort did not extend resort benefits to one of our booked members. While the resort acknowledged the error, they advised us that the issue was resolved during our stay. The resort, unfortunately did notify of this until after our stay and would not extend restitution for this error, nor adequate resolution to this error. While Palace resorts have been a wonderful place for us over the years, the aggressive sales tactics and the refusal to acknowledge the error and provide some form of restitution has left a bad taste in our mouths.

We had a most enjoyable stay at Moon Palace - The Grand resort. Krishna Rodriguez, our Diamond Concierge, was the best we've had since we've been coming here. She had all our reservations set up in a timely matter and checked in many times during our stay. She and everyone else we dealt with were super friendly, helpful and very professional - to include our pool Concierges (Diamond pool) - Francisco, Esmeralda, Sodorth, also Isela who served us at the pool. Pool activies were so fun with Julio and Alfredo. Great to catch up with our pool concierges from last year who checked in on us (Christina and Alejandro) and Laura Prigado who took care of us at the Tapas bar. The spa technicians are awesome too. Kudos to Sarai for the amazing facial!

fabulous location, amenities, food and staff. From first arrival to last dinner Andrea (hostess) and Edwardo (server) could not have more accommodating! Loved the Carbineo Restaurant was our favorite due to wonderful and fantastic friendly service. They set the bar very high! Thank You to all the staff all week. We’ll be back with an even bigger group ??

Service was impeccable! Our Diamond team of Rogelio, Juan and Victoria provided excellent service. JC at the Elite Center was very understanding and exceeded my expectations. Andrea at the Unique Day Spa was an attentive server!!

There's a lot to love but we won't be back. Things started to unravel at airport pickup. After checking in with Palace transportation, we were told to split our group -half left in a van with the other half to wait for availability. After 45 minutes watching others arrive and leave for , we were told we had already turned in our ticket and been transported. Things were cleared up but it was obvious we had been forgotten. Check in was equally frustrating. To retrieve our luggage we were directed to a vacation planner/sales associate. Despite repeatedly and politely saying "no thank you" and explaining we had a baby who needed immediate care-we were held up for 30 minutes. Things improved at the resort. This place is massive-but we are walkers and the on site transportation is great. We found the beach beautiful, the pools nice (but cold), the staff kind and helpful, and the excellent spa with hydrotherapy circuit-a must do! There were many things for our multi-generational group to do and we tried the water park, bowling, mini golf, catamarans (at the sister resort), and karaoke. For dining we were happy with the buffet but also were able to get reservations at Habibi-loved it, Jade-OK, Tavola, Los Tacos-good, Caribeno-OK, and JC Steakhouse-good. The water park grill was great too! We wished we could have gotten reservations to Circus but weren't able to dine there. A few notes: the water park was cold and the rides too scary for younger kids, we could always find chairs -just not together, kids need socks for the bounce house, and make dinner reservations as soon as you can. By the end of the trip we were actually talking about coming back as there was so much more to do. Unfortunately, the departure changed that. At 6 am checkout we were again approached with a timeshare pitch. Despite multiple polite refusals, the salesperson followed me outside to the van. At the same time, my DIL was trying to checkout and pick up breakfast to go for her children. She, too, was redirected into more sales interactions. The persistance of these sales pitches-both at arrival and departure-was overwhelming and disappointing. It overshadowed what was otherwise a very enjoyable stay.