TripAdvisor Traveler Rating

This is worst resort to stay at where they lack customer service, sense of urgency and told by employees you cannot speak to a manager. The suite that was reserved was filthy, and unsanitary . Reserved a double and upon arrival was given a king. 1st morning the toilet didn’t flush, yellow water was coming out the shower head and no water in the faucet. This is not a Five Star resort nor does it represent the Mon place in Cancun on any standards. The WiFi in the room didn’t work and the TV was very spotted and lost signal and phone didn’t work. After complaining about the room my mom and I had to wait till 5 pm for a room change. No one didn’t care that we weren’t able to shower. We had to use the bottle wata to wash our face and brush our teeth. At 638p given another room that the toilet seat had stains lots of it and toilet bowel had feces stain. The counter tops was embedded with stains. When I asked to speak to a manager, Keosha told me no. Tavia from public relations came to the room and saw what we saw. I got videos and pictures of how dirty these suites are. The supervisor for housekeeping came and agreed that the room could’ve been cleaner. Yet no manager. Lennoxx from public relations acted as a manager and offer led 25 Mins of massage for my mom and never confirmed. Tavia wrote a report in where my personal number was given and no one called me. Lennoxx never followed up nor did he escalated and again the ask for a manager wasn’t declined. On the night I went to public relations to follow up with Tavia to informed her that no one has reach out to me & the customer service and decline for manager is extremely rude because I’m paying for a service that is not provided. Another so called manager Stacy at the end decides to chime in and state to me that she read Tavia report and that she was going to look for me. How? It’s 820pm and you arrived at 10am. She was flustered and when I shared that I’ve been asking to speak to a manager and was told no. She asked me for the name and at this time I took the time to ask her if she read the report because I provided my entire experience with names so if you read the report you would’ve known this. I’ve reached out to moon palace and they sent me an email to customer dept that handles complaint. It had been a week and there has been no response from anybody. The food atrocious. They serve cold food. They have a jerk hut and the food was not hot. They tried to get the guest to buy membership so upon your arrival and check in they hand you over to the membership people who was lie about a vip breakfast. It’s the same breakfast from the buffet that they take you to eat at a more quieter place. Don’t waste your time or money. The hotel used to be sunset Jamaica grande and their customer service was awesome. The hotel is in the heart of ocho, clubs and shopping. The money you are spending for this resort is insane and absolutely it worthy. You are better off stay long at the RIU. The carports on each floor was filthy and look like it has not been vacuumed in years. The 7th floor number is missing. Someone took a pen and drew the number in. The shower nozzle is installed upside down. The employees are rude and lack customer service. They don’t speak to guest nor do they say good morning. Clearly this a great representation of their management team.Also let me add they didn’t replenish the fridge or bar in the suite. I have pictures and videos as I stated I can easily provide my evidence to match my experience. I’ll be taking legal action because they cannot think or believe they can give people crap and then not compensate or reimburse for their inconvenience. Everyone in public relations complained that they were given rooms that they didn’t reserve, filty of the room and the lack of management avoiding the guests. We all had one thing in cook believing that the resort was going to live up to expectations of moon palace in Cancun. And it absolutely doesn’t. Tell me a time you booked a suite and toothbrush wasn’t provided. These are basic amenities that all suite provides well this one didn’t. Also when you leave the resort, the security would ask you for your room number to track that you are leaving the resort and check you back when you return. Yeah they didn’t do that in which is a big safety concern. What an amazing birthday celebration I enjoyed with my mom. That statement was sarcasm.

my experience in jamaica moon palace has been great i give it a 5 out of 5. The entertainment staff are very friendly and outgoing. sahmir, travis, and jamario are the nicest people ever! every time i come into the arcade they’re never afraid to say hi, and always offer to play games with them.

This place is full of great and selfless people, The Wired lounge was very fun being able to play any game with a great employee Sahir Whenever I was bored I’d go to Wired. the Staff are Amazing and very Kind. The restaurants/buffets have good service thanks again for making my vacation. Kudos to sahir for providing expectational service

It was an amazing experience I spent a lot of time in the Wired Lounge with the worker Sahir. I spent a lot of time with Sahir and he just made the experience 10x better. He also taught me how to play checkers Overall my stay was amazing and I would love to visit sometime again.

Im happy to be here in jamaica the land we love. Thank you Sahir from the wired lounge who made my days here, he taught me to play speed kemps and helped me to play different games in the arcade. I wished the xbox room was finished so i could enjoyed fortnight. Thank again sahir 10/10