TripAdvisor Traveler Rating

One of the best trips of my life. I got married to the love of my life while meeting amazing people like Latoya and Havrel at club Noir!! Travia in guest services Shane and Jayden at the Pool! Sushana in ...entertainment. Definitely can’t forget Krisanna our amazing wedding soeci

The stay was good, the view from the room was awful. My biggest issue was the push to purchase an additional stay. I asked several questions before putting a down-payment of $299. When I logged in to book ...the date I realized that I was lied to. I wrote to the office from early February and was promoted refund and I still have not received it. I will not rest until I get my refund. I enjoyed my stay but the dishonesty with trying to get a sale and the delay in getting my refund makes me not want to go back.

We had a large booking for twenty two family member, including a two month infant. My party are all Jamaicans and the booking was made by a representative based in Mexico. When we arrived and commenced t...he CHECK IN PROCESS, there was a comedy of errors. Rooms which has special amenities requested and paid for, could not be provided. Most significant among this, was the room for the parents of the infant, did not receive the accommodation that was paid for. Similarly, a triple occupancy payment, was placed in a regular double occupancy room. Customer service on the property was average, except one Buccaneer Reef dining room server who was truly outstanding. Meals provided were acceptable.Moon

How they can say this is a 5 star hotel is unbelievable We arrived and were given our room which was on the 3rd floor and walking the corridor the carpets were discussing and there were rooms without any ...locks and handles and the smell was horrendous of damp dog Our room was at best a 2-3 star and our so called balcony which could be accessed from ground level had a door that didn’t lock as door frame was completely broken (and on our 2nd night maintenance came to our room at 9.30 at night to try and fix while my wife and two children were asleep as we had had a late arrival the night before and his fix was banging his had on the lock back into place which I had done on our arrival but one semi hard pull and it would break loose again so his fix was not a fix just a bodge it back together so sleeping in a room that didn’t lock with our children definitely kept me on edge for two nights and we definitely weren’t the only ones as our party’s other room was exactly the same and there was another British couple who didn’t even had a lock on the front door and were told to put a chair on front of the door at night which wouldn’t even work as they didn’t even have a handle !!! ) The whole place is very tired and could do with a complete renovation Some staff were amazing around by the pool but most of the restaurant staff did just enough to get them to the end of the day We were lucky enough to be able to move our family to another hotel in a different area of the island thanks to our travel agent Hays who have been amazing Before we came out we had read some bad reviews over the last 2 months but we came hear with open mind but I would totally agree with most of the reviews written over this period I very rarely write a bad review but for what we paid and what we got was totally unacceptable and if I can save any other couple / family’s wasting there money staying at what I would say was again at best a 2-3 star resort then I hope this helps We were the lucky ones as got to save our holiday thanks to our travel agent who were the ones who actually cared as the only thing moon plaice were willing to do was offer us a suite but at an extra cost of £1500 for the rest of our stay If you have booked here and can change it I would

Likes We enjoyed our visit to the Moon Palace in Ocho Rios. The property is expansive with numerous pools. It is family friendly and spacious enough for you to find your nook without feeling crowded. The p...roperty is immaculate. The beach on this resort is a gem. No matter our location, we did not have to look far for food and drinks. The poolside service was phenomenal. We especially enjoyed the offerings and convenient accessibility to the Boulangerie Cafe. The entertainment was memorable and the fire show at the beach party is a must see. Dislikes Upon Check-in, I was immediately routed to a desk strategically placed opposite of the Check-in desk and had to sit through a sales pitch regarding a point system. Despite graciously declining, I still had to sit through desperate attempts to get me to commit to “anything”. At 8:35 on Sunday morning, I was awaken by a call from an agent advising me to stop in at the desk before starting my day so that points could be activated. This struck a bad cord with me. The same occurred at poolside and on the beach, literally in the water. Be prepared to be constantly approached by individuals selling services. My Check-out experience was even worst. Upon clearing my bill, I was handed a card and was instructed to hand it to the bellman upon exiting the property. As I was walking to the lobby, I was approached by a young lady that asked “what room did I just check out from”. I asked her why was she asking, she responded, “ it is my job to ask”. She then asked if she offended, me. I responded no and continued to the lobby. Next, I was approached by her supervisor. He also asked if the lady offended me, once again I assured him that she did not. He left and returned with sale materials. I lost it!!!! I felt that once I cleared my bill, it is my right to exit the property without feeling like I was being held hostage. I have seem similar concerns from other reviews and the marketing team must do better. Until then, be ready and be assertive!!!! Shoutouts Delano made our buffet dining experience amazing. We always crossed our fingers when we dined, hoping he would be our server. Omar was gracious and always paused to answer general questions and proper guidance for traversing the grounds of the hotel.