TripAdvisor Traveler Rating

Gondola Moon Palace Jamaica is AMAZING! The atmosphere is beautiful. The food is top tier! 4 Course Meal and the portions were huge! The staff was just the best - big shout out to Paul for his recommendations and lovely manners.

Chambers Lifeguard was the best!! Very kind and helpful with me and my son the floating jump park

Jamaica owes me NOTHING!!! Everybody was good vibes! Left my boys in the playroom and they begged to go back everyday! The staff in the playroom really held me down during this mental health vacation and I will be back!

After what was otherwise a wonderful trip at Moon Palace Ocho Rios, I’m incredibly disappointed that the hotel has left such a sour taste at the end of our stay. Before and during the booking process, the customer service was responsive and helpful. Unfortunately, that level of service disappeared completely once we had checked out. I accidentally left a very sentimental piece of jewellery in the hotel safe. I contacted the hotel immediately after checking out, while on my way to the airport, and asked if they could please check the safe and let us know whether the item had been found and if there was any way to retrieve it. Since then, I have made countless phone calls — resulting in significant international calling charges — and sent numerous emails to various contacts at the hotel. Despite all of these attempts, I have received no meaningful response whatsoever. I have even specifically asked for details of the hotel’s complaints procedure and contacted multiple departments, including public relations, but have still been unable to speak to anyone who can help. I completely understand that leaving something behind is ultimately my responsibility. What has been so upsetting, however, is the complete lack of communication, care and basic courtesy shown when I have tried to resolve the situation. I’m not asking for special treatment — simply for someone to check the safe, respond to my messages, and tell me whether my jewellery was found. The jewellery itself is irreplaceable to me because of its sentimental value, so losing it has been heartbreaking. The hotel’s complete silence has made an already upsetting situation considerably worse. It is extremely disappointing to feel that the care and attentiveness shown before taking our money did not extend to helping a former guest afterwards. If you are considering staying here, I would strongly recommend keeping this in mind: make absolutely sure you leave nothing behind, because based on my experience, getting help from the hotel once you have checked out may prove extremely difficult. I am writing this review as a last resort, in the hope that someone at Moon Palace Ocho Rios will finally take notice, investigate what happened, and have the courtesy to respond.

Had a good game of Ludo with ad.