TripAdvisor Traveler Rating

The service we received during breakfast, lunch, and dinner from Geovanni was superb! He deserves a raise for how well he served us and for how well he paid attention to our needs while dining. We will visit again just because of how well Geo treated my family during my Auntie’s 80th birthday celebration and our family reunion!!! My family and I also received excellent service during our fun time in the game room playing ping pong, pool, and chess! The gentleman and I played pool numerous times while he manned the doe to make sure that people did not enter in bringing drinks or food. He politely asked folks to leave the food or drinks outside to prevent spills or accidents. I cannot remember his name ( please forgive me), but he was an excellent worker and also deserves a raise. He knows my name as Elizabeth, and made me feel very welcome. Thank you for allowing me to share! God bless you all!

This was our first visit to Moon Palace Jamaica and we loved it! Staff were helpful and friendly, food was great and facilities were good! I visited the gym a couple of times and especially enjoyed the Spin, Stretch and Aquarobics classes run by Johnoy who made them fun! Would definitely visit again! My only criticism is the Vacation Planner hard sell - Not cool!

Mikale is the best! The people here are so nice! The food was so tasty and the service was great. This was truly a great time and i had a fun time with friends and family. I would hope to come back here again this was a fun trip. The pools and the whole place was very clean.

Very deceptive . I booked a KING bed ocean suite . When I got to my room I was greeted with two twin beds with a poor view . The hotel did not accommodate my room choice . I went back to switch and was not granted a change due to the “availability” The food is always running out ! Every time I dined there were missing pans . For the amount I paid , I am upset about the room.

I’m usually not a guest that would write a bad review because my stay did not meet the expectations or standards of what I wanted or paid for. But instead I would speak with a manager or staff and try to get assistance however this time around I can safely say this has been by far the worst experience I’ve ever had at this hotel and I’m a palace elite member! I just want to advise any person wanting to book this hotel, to kindly do so at their own risk and do not do the presentation with them it’s a SCAM !!!!! You are promised free nights, day passes resort credit and they all come with conditions because they train their staff to convince you into buying these time shares and then u have to hear that the promised gifts are based on conditions or when you call the reservation line they act like they don’t know about anything that was promised in that presentation! I upgraded my membership last October and was told that I have 7 free nights with 2 adults only and never did they explain I would need to do anything to use these free nights, but to just book. When I booked this stay I specifically asked the lady to add a KING BED and a CRIB to my reservation! She explained it’s based on the hotels availability! Now when I came to the room I was greeted with 2 beds and no crib and had to hear that there’s no one to assist me to do a room change on the night we checked in. I wasn’t upset about the availability but more so the front desk staff that was working the night of July 12th that nonchalantly turn me over to guest services and my concerns were not resolved ! I requested a kettle that said night as I have an 18 month old baby and I still haven’t received one to make tea for the baby and I had to be going to the cafe in the lobby each time for hot water and couple times they didn’t have hot water at the coffee station such a big inconvenience! The sushi bar didn’t have a chef bcuz he was working all 3 stations in the lobby! The management presence was lacking and that tells a lot about this operation!!!!!!! I was leaving the hotel the night of July 13th and the security was approaching my vehicle to search n it’s after wounding down my window he apologized and said “he thought it was a staff bcuz my vehicles resembled a staff”, I just told him he needed to do his proper checks before attempting to do anything! I tried to park closer to the lobby after going to the pharmacy in the town and I was rudely approached by a security at the service area heading towards the parking lot on July 14th at about 1:00 pm! I parked my car close to the conference rooms and after exiting my vehicle the security said “ u can’t park there the hotel is not that full for u to park there”! I explained I tried parking earlier n I wasn’t able to get a park n his body language was the nastiest !!! I was so frustrated at this point! To add to that I was given 500 resort credit and decided to redeem some of the credit at the spa! I went on July 13th to book for the next day. However a staff wearing an orange top with PVP on it approached me upon entering the spa to assist with my booking and it was a complete mess! I was advised my spa service was booked for July 14th at 11am and all I would need to do is pay the service fees and put my card on file. I didn’t know a card wasn’t on file as usually they request that said card used to book the reservation and leave it until we check out! The morning of July 14th I went to reception to leave a card on file n went to the spa only to find out the staff booked me for July 21st and there was no availability for the remainder of the day ! This put the icing on the cake ! At this time I’ve been very much annoyed with the service. I went to the reception and ask for a manager and none was available or is ever available to assist! Michael was however very helpful n professional and listened to some of my concerns and not only did he directed me to the guest services department but he walked me there n ensured the agent was assisting. Eric from the spa did his best in trying to get me an appointment at the spa but the timing was off. While their were a few good things about this stay the bad outweighed the good by far on this trip ! To add to that, seeing I wasn’t able to redeem the resort credit at the spa I decided to stop by the gift shop and at least use some of it. I went to the gift shop n was told I can’t use the credit as the palace elite department is closed and I need to print off the credit before I could purchase anything from the gift shop bcuz they are a separate entity! Again, it’s the way in which these things are communicated and the fact that there’s no alternative to address these minor issues is what led me to think that being a member is a complete rip off n scam! So everyone at the hotel is happy n one when u are going to that presentation but once u plan to redeem anything that was promised that’s when things go downhill!!! Last night I decided to take my kids to the arcade and bcuz I previously stopped at the cafe in the lobby I got done sorbet. When entering the games arcade I had the cup in my hand n a staff just walked up “ u can’t eat in here”!!!! I said I’m not eating I had a cup in my hand n ur assuming I’m eating! It was at this point in time I responded very angrily and exited that room bcuz I was really fuming at this point !!!!!! More training is needed or probably more pay bcuz it’s very clear that a lot of staff are not happy doing their jobs here. It seems only the scammers at the vacation club are smiling until u complain about what you can’t get that they promised! I need to cancel my membership and the longer someone takes to reach out the more damage will be done!