TripAdvisor Traveler Rating

The resort was impacted by a hurricane on July 3, 2024. Our experience was far from satisfactory when we checked in at this resort. NO backup generator resulted in no power, lights, elevators, or water supply. This left us unable to charge our phones, make calls, or even keep in touch with family back in the States. The resort was NOT equipped for emergencies, lacking essential supplies like flashlights, candles, lanterns, glow sticks, and emergency stairwell lighting. This posed a serious safety and health risk for many people at this resort. My family and I made several attempts to request assistance in finding alternative accommodations but received no response from management. We corporate office, and they assured me that they would reach out to the resort directly and have them respond within three days. Unfortunately, we have NOT received any communication from them. Our experience was far from acceptable, and we did not pay for a vacation we'll never forget in the worst way! I strongly advise you NOT to choose this resort for your vacation in the future. ????????????????????????????????

I spent 5 beautiful days at Jewel Grande the beginning of Sept. Everything at the resort was great…..service, food, drinks, atmosphere! This is a very relaxing, family friendly property. I will definitely return to Jamaica and Jewel Grande.

Nice on paper and in pictures but definitely not worth the price. The customer service experience reallyimpacted the total trip. Rude and inadequate staff. Not easily accessible for those with physical limitations such as pregnant women and older adults. Surrounding resorts seem to be better equipped, try them instead! I wish we did.

TL;DR: I cannot figure out how this place gets good reviews. Things were falling apart all over the resort, with little incentive for them to fix it. There was no preventive maintenance that I could see; they just waited for a customer to complain, and then they would haphazardly rig it to last a little longer. A case in point is our 6-year-old daughter getting trapped in a bathroom due to an aged and worn lock. They had no master key (lost it years ago, I was told) to locks that are ubiquitous throughout the resort. It took them over 30 minutes to get the door open. When I confronted the manager about this, he was so kind as to tell us it wasn't our daughter's fault. He couldn't admit it was their fault and barely apologized for the incident. This made us late for our dinner reservations, and we were told to try the other restaurants to check availability. My wife and I exploded on him, as their faulty maintenance made us late, and it was their responsibility to get us a new dinner reservation. It took over 10 minutes to get this through the manager's head! The place's attitude when something goes wrong is, "Yeah, that is bad, but what can you do?" You can see this attitude of poor maintenance in the pictures below. The worst problem we encountered was our 6-year-old daughter getting trapped in a bathroom in our room due to a faulty lock. This lock was faulty because they refused to do proper maintenance. When a maintenance person showed up with a rusty set of tools that looked like something my 8-year old son would carry around. I asked him to use the master key, and he informed me that those had disappeared years ago. These locks are ubiquitous to A and B towers! He finally resorted to trying to kick the door down as my daughter was in tears. I went to the front desk to complain and was told someone would be along shortly. I demanded to speak to a manager and got nothing but mumbles. My wife messaged me and said another person showed up, and they were able to get my daughter out. We had a reservation at 7PM at Waves, which we were over 30-minutes late for. A manager came up and said he had heard about the incident and was so kind to tell us it wasn't our daughter's fault. No sh!t! It was your fault for the shambles of a hotel you run. He then said he can't get us into Waves, as we missed our reservation and there could be another restaurant we could try. Sorry, but that's not my job! He completely failed to take the initiative and ensure we were accommodated. My wife and I exploded on him and he tried to explain how restaurants have very tight cooking and tables capabilities. We kept yelling at him to get his ass in gear and get us seated, stop making excuses and get the job done. He set up tables outside and the whole dinner experience took a ridiculous 2 hours. We were exhausted and angry. The noise at dinner from the speakers blaring music was ridiculous! We were trying to have dinner and couldn't hear each other because the music was blasting out of the speakers at ear-splitting levels. We were so glad to eat at La Bouchon and not have to hear the exceptionally loud music. The room smelled horrible when we arrived due to mold and disuse. The floors were disgusting! They had not been properly cleaned in probably weeks! Our feet were filthy black. We had to have housecleaning (Simone was awesome!) sweep, mop, and sweep to get the floors in walkable shape finally. There was mold and water stains growing as we stayed. The garbage disposal didn't work, the doors were constantly scraping against the floor, lights didn't work, light switches didn't work, doors and windows would not properly close. These are all signs of a lack of proper preventive maintenance. You could see this all over the resort, and talking to others, that they rely on customers to be their quality control. They refuse to fix anything until someone complains. Absolutely deplorable. The food quality and selection were good, the staff was mostly very friendly, the beach was nice, and the room air conditioners worked great! Our butlers were pretty good, and we appreciate Jordan and Chantell's efforts to accommodate our requests. The stairs are a pain! I don't know who designed this place, but the ease of getting around was not a priority. Why would I subject my family to such substandard quality ever again? Everything is jerry-rigged and patched up to get by for another day. This starts at the top, with a management team that does not set the objectives, hold themselves and the staff accountable, and train and equip the employees to fulfill their goals. This should just be a spring break hotel. I will be talking with AAA about how you received 4 diamonds, as well as leaving negative reviews on Google and Costco. This will also be reported to Playa, their parent company. The actual hotel's managment's response was, "we will make sure this review gets to the proper people." Read this as into the trash bin...

The resort was very nice and I had a beautiful view. The resort employees are very friendly and willing to help at anytime. The steakhouse restaurant was the best food there. Also for breakfast the best omelette maker is Annetta (I think I got the right) and she’s also very nice. I wanna give a shoutout to the zip line crew Mickey and Odesna ( I think I got that wrong) either way they made my experience fun, fast and safe. Last but not least my butler’s Lennox and Hermique was very tentative and helpful to our needs request. Definitely would recommend and would be staying there again ( no kids next time). Thanks again Jewel Grande Resort for the hospitality and good vibes. 1 Love ?????????????????