TripAdvisor Traveler Rating

We had a great time at Moon Palace. Jamaica. There was six of us, 2 Jamaica and 4 kids our daughter’s Sweet 16. It was fun and relaxing, offered a lot, and we were very happy with the restaurants and entertainment. We would recommend and return! I was lucky and captured a pretty good night photo of The “MOON” Palace as a Mystical Fantasyland! I hope you like:)

I have been a member at Moon Palace Jamaica since the resort first opened and have always enjoyed my stays-until now. Unfortunately, the service has deteriorated significantly. Very few staff seemed willing to help , some are extremely rude and lack customer service, the VIP lounge, once a valued perk, no longer available. We had to wait in long lines for check-in which set a frustrating tone. There was issue with our room, despite speaking with 5 different people including, Jermain in PR, the situation was never resolved. Jermain promised to look into and get back to me, but I never heard from him despite leaving messages. His lack of follow up and apparent disregard for guests was extremely disappointing. So many other concerns around customer service. Very little entertainment, the sports bar where there used to be a live band no longer entertaining without the live band. However, I must commend Ashanti our housekeeper and Tamika who were bright spots during our stay, always pleasant and respectful, Verone in the piano bar amazing. Bar tenders in the lobby were great. I truly hope the resort takes these concerns seriously, as it is disheartening to see the quality declines so sharply.

I went to the Moon Palace for a wedding. I was told they would be able to accommodate my vegan diet. They did not. I was shocked and horrified by how bad they are at handeling basic dietary limitations. The problems with food safety, events coordination, and facilities management were alarming. If you are a vegan, avoid this place. If you are worried about allergies avoid this place. I went to the buffet the first night. There was no standard way to determine which food was vegan. I waited a while minutes for a chef to come out to speak to me. He tried to point me to food that was obviously not vegan. He even pointed to a disgusting looking dish with shrimp in it and said it was vegan. The next morning I went to a restaurant with the wedding party and there was no vegan option. They served me a plate of unripe fruit. I then went to customer service to discuss the issue. They had the head chef come speak to me. He tried to bring me a dish with pesto on it. I asked him to confirm it was vegan, because pesto is not a traditionally vegan dish. He swore it was vegan. I insisted that he confirm, because Pesto is made with parmesan. He came back, would barely meet my gaze and confirmed that much fears were correct, it did have parm. That was their head chef, who was being schooled on basic, grade school level trivia on food. I tried ordering room service, ordering a veggie burger, they sent me a pork hotdog. Then they tried to gaslight me that they didn't really do that. They sent the special concierge customer service person come to my room to bring me a veggie burger after they sent one with mayo. It was so burnt the bun was literally black. I was at the hibachi grill restaurant, told the cook at the table I was vegan. He was checking in with me, telling me he was cooking the veggies and rice with oil and soy sauce... I was getting excited and then he got cute and asked the table, "do you want to see a Jamaican Butter Fly?" And then threw butter on the veggies. When I asked him about his plans for my dinner he said, "don't worry," and pushed the butter covered veggies to the side and added new ones. Not only is that absolutely not vegan it was clear that he (and every other person in this resort) was not trained on the very basics of food handeling. It is also clear they were using buckets for the food that looked industrial and not food grade. The foul, sour smell of rotting food came off the bar and the restaurants. I was there for an extremely expensive 5 nights. I lost 7 pounds. My room attendant was lovely, and the guys making the coffee at the coffee stand were great. However, the pools are dirty, crowded, and not in great repair. I lost power in the room for several hours the first day. The airconditioning continued to go in and out due to a faulty sensor on the balcony door. I brought all of these issues to the attention of customer service... I am sure Tay was very, very happy when I departed. She tried, but her colleagues in food services and events planning were so, unbelievably bad that there was nothing to be done. I tried to get the management of the hotel to speak to me... nothing. I paid over $600 per night for this nightmare. If you are a bride, with any one joining your party who has any dietary restrictions reconsider this place. They do NOT have the capacity to properly cater to it... even if the menu and the website says they do.

andrew , tashika and iyanla was awesome along side dj chase , the beach party was awesome , overall i enjoyed my stay at moon palace , it was a great experience. the restaurants were great, the beach is beautiful, the bartender and the waitress was pretty friendly as well, thank you guys so much

We have been members since the resort first opened and have always enjoyed our stays—until now. Unfortunately, the service has deteriorated significantly over the years. The VIP lounge, once a valued perk, is no longer available. We had to wait in long lines just to check in, which set a frustrating tone for the trip. There was also an issue with my booking, and despite speaking with five different staff members—including someone from Public Relations named Jermain, the situation was never resolved. Jermain promised to look into it and get back to me, but I never heard from him again, despite leaving multiple messages. His lack of follow-up and apparent disregard for guest concerns was extremely disappointing. Very little entertainment, , Sports bar downstairs where there used to be a live band no longer entertaining without the presence of the live band. Very few staff members seemed willing to help or go the extra mile. However, I must commend Ashanti, our housekeeper, who was a bright spot during our stay. She was always pleasant, respectful, and kept our room spotless. Thank you, Ashanti, for your outstanding service. i also want to mention Crystal server in the Piere 8 restaurant for her kind and hospitable service, Verone in the piano bar, thank you. I truly hope the resort takes these concerns seriously, as it’s disheartening to see the quality decline so sharply.