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Reviewed 4 weeks ago

To start off, the location is beautiful. We had clear waters on the beach and all aspects of the hotel, pools, and ground were incredibly maintained. From both a cleanliness factor and aesthetics the hotel is beautifully landscaped and maintained. If you stop for a moment and watch the meticulous work of all the employees quietly maintaining and cleaning everything in the background you can see a that a standard has been set and an almost pride can be seen from the workers who maintain that level. Walk into the hotel and you are met by clean marble, spotless windows, and a relaxing/peaceful smell. Smiles can be had from every worker and a everyone was so polite. You understand that it's part of their job but there was another level to the polite service we received that felt genuine.

There are a few superstars that we just had to mention for their incredible service. Starting off with Rowan on the beach. Rowan should be named Mr. Hospitality and he stood out as the main representative of how service was conducted at the hotel. Finish a drink and Rowan is there asking you "what's next boss!" before you can even realize your drink is empty. He was fun to talk to and made our time on the beach so care free and enjoyable it's where we spent a majority of the time. Truly an asset. Then there is Horace by the swim up bar by the snack bar. Horace also went above and beyond. An empty drink or stomach was not a problem here. Horace will surprise you with cocktails you never knew existed simply by telling him what you like or want. He was also very funny and shared some wonderful stories and information about Jamaica. We also have to say thank you to Shaneer (forgive the spelling if wrong) on the pier and all of the other gentleman who worked with her (sorry their names escape us at this time). They served me up some extra spicy pizza that was right on point and surprised my wife and I with a honeymoon desert and card on our last day. Yet again, truly top notch service, attentiveness, and done with a smile.

We wish we could call out every single person by name that we got to spend some time with because truly everyone was so great here. From check-in getting off the bus to check-out and getting on it was a worry free, relaxing, and ideal vacation. As I said, this was our honeymoon and we cannot be happier with the experience. It was a dream honeymoon made possible only by the service and hospitality of the staff an the Moon Palace.

Room Tip: Avoid Hero's weekend everyone was so loud and incredibly rude to staff and guests
  • Stayed: October 2018, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank Tom T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded 3 weeks ago

Dear Tom T,

It is with great excite to have been in receipt of your 'Amazing honeymoon, great location, and top-notch staff' review.

Thank you for having selected us as your heavenly oasis for the spectacular celebration of your Honeymoon.

The impeccable conditions all throughout our facilities likewise the professionalism received through all interactions had on the property are meticulously maintained by our team hence we are ecstatic this effort captivated your attention.

As we seek to create the most magical and memorable experiences for all our guests especially those celebrating special occasions, the mentioned team members to have extended outstanding service to you and your beautiful family will most definitely be applauded for commendable execution.

Your recommendation is received with many thanks on behalf of our team likewise the mention of our overall service. We are pleased to have learned that the consistency of the courtesy exuded by our staff was highly appreciated by you.

The Moon Palace Jamaica family would like to graciously thank you for the opportunity of hosting such a significant occasion with you and look forward to visits from you during future vacations.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica.

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Reviewed 4 weeks ago via mobile

I can only begin by saying that I am feeling the post vacay blues after a wonderful time at ur resort from Friday Oct 12 to Monday Oct 15..but I make special mention of the time we had at Club Noir on the Saturday night..best club i have ever been in at a resort ever and I have been to many..the selector tun up the place trust mi...but special mention must be made of Princess what a wonderful person with a professional,calm, caring personality thanks hun for being a wonderful host...she kept our liquor flowing at right intervals....the entire club staff was also great nuff respect..be back soon

Stayed: October 2018, travelled with friends
1  Thank TGORDON32
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded 3 weeks ago

Dear TGORDON32,

We are ecstatic to be in receipt of your awesome review displaying the tremendous time achieved on property.

We are thrilled to learn that your expectations were most definitely exceeded as a result of the exceptional services delivered by our staff.

A whole-heartened thank you from each and every one of our team members, for expressing your appreciation had towards the unparalleled service you received throughout all our facilities.

Our team assiduously works to ensure that total enjoyment is attained whilst experiencing all our activities and facilities such as our exciting Disco Noir which you highlighted.

The mentioned staff who contributed to your fulfilling experiences achieved will be applauded for her wonderful services extended.

We excitedly anticipate your return.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica.

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Reviewed 4 weeks ago via mobile

Went to moon palace for a mini vacation,with my fiancee. We spent three days and two nights there. Upon arrival the checking area was a disaster,it was poorly organized and the people at the front desk had no customer service,talking rudely about guest in open view, and if a question was directed their way then their mannerisms would reflect that of annoyance. I think during our visit they had overbooked because there were no parking spaces available when we got there and we had to park at a lot next door. The room had no tub and the shower was small,the bed I can say was very soft and comfortable. Sigh the food from the few choices of restaurants was horrible my love and I had to order continuously from room service and that would take up to two hours to reach our room. Entertainment was average..

Stayed: October 2018, travelled as a couple
1  Thank AlethieaYanH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded 3 weeks ago

Dear AlethieaYanH,

Thank you for investing the time to pen your experience had with us.

As we seek to capitalize on all areas of our Resort please note that your concerns have been duly noted and our team is meticulously working towards improving the services offered by team members. This is to ensure that all our highly esteemed guests obtain the ‘wow’ Palace effect in their spectacular vacation package as a result of surpassing your expectations.

The team is disheartened to learn that during a time which was intended to be a relaxing getaway turned out to be quite the opposite with the high occupancy during the Heroes Holiday weekend. Be assured that adjustments will be made to avoid such encounters in the future.

Allow us the opportunity of hosting you to a more gratifying getaway than that of your experience described.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica

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Reviewed 4 weeks ago

The beach was right out the back door and ran the length of the resort and then some. Water was smooth and clear and the service on the beach was timely. Several days woke up to find a cruise shipped parked just across the bay. And there was a good view of the mountain side and the city sprinkled through out the trees.

Had a variety of tour options to keep you busy for the week. But were close in the city so you did not spend a lot of time on travel to the destination.

Room Tip: Upper floors give you good views of and across the bay.
  • Stayed: October 2018, travelled with family
    • Location
    • Cleanliness
    • Service
2  Thank blmn55076
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded 3 weeks ago

Dear blmn55076,

On behalf of the Team and Management at Moon Palace Jamaica allow us to thank you for sharing your excellent experience on this forum.

The first class service received is reminiscent of the top service we extend to all our guests. We take pride in ensuring all aspects of our Resort positively impacts your vacation experience. We are thrilled that our sun-kissed relaxing beach captured your admiration, the team will continue to uphold the immaculate conditions of this beautiful natural feature.

It was an utmost pleasure to have hosted you to such a remarkable Palace getaway, we look forward to creating more spectacular memories and experiences with you upon future vacations.

Warmest regards,
Christina Mighty.
Manager
Moon Palace Jamaica

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Reviewed 4 weeks ago

We stayed for a week...Oct 6-13th. We brought 17 family members in all. We are members in the Palace Resort chain and have been for 12 years. When visiting a new Palace Resort, we expect a certain level of service. The resort itself was nice. Ok layout, but a bit far to walk in some instances. I am a little handicapped, so walking to different places within the resort was tough at times. (LOTS of stairs). Palace Resorts purchased this property, so some of the rooms were NOT up to the usual Palace Resort standard. Two of the towers' rooms were WAAYYY small. The third was built by Palace and was up to their usual standard. Unfortunately we were in the older tower.

We had several issues with Management. One was, on the first day I experienced what appeared to be bed bug bites. I had requested the bedding changed, but it took 2 calls to have it done. Management never checked up to see if I was OK. The second issue had to do with the membership and bringing in new members. In the past, when you brought a potential new member to a resort and they decided to purchase a membership, management gave you SOMETHING. So two years ago, we bring in a new couple, they purchase a membership and we got something (cannot remember what it was tho)...THIS time we bring in 4 couples...two of them buy memberships with CASH...and we get NOTHING. Not even a courtesy call to let us know that they bought. It appears that management doesn't care for older members. So we decided what's the point of referring anyone to buy into the company. So, if you go there and decide to purchase a membership BE WARY of what they might offer you in the short term, as they won't respond in the long run. Just remember, when you purchase weeks in the membership, you are NOT purchasing the actual stays, but rather you are purchasing the privilege of ACCESS to the membership pricing for the weeks stay. You still would have to pay the All Inclusive Fee to stay.

Restaurants were good, but the Pier 8 NEVER had the RIB EYE as was on the menu. High level resorts should NEVER not have their signature dish! We thought the buffet line was really small compared to the size of the main eating area (not many stations), and a LOT of dish's remained the same throughout our stay (No variations between breakfast, lunch, or dinner). The wait staff was fair, but never made eye contact and never really asked you first if there was anything that we needed. We had to always make initial contact. Some of them did not understand drinks that were ordered. For example..in the buffet, we ordered a glass of milk and a glass of ice. The first guy walked off and didn't bring anything. The second didn't understand either. I mean come on! It took five different waiters to get it right.This is NOT the Palace Resort standard. Bars were good and would make anything that you asked for. We even taught a few bartenders some new drinks! The Coffee Shop was excellent and is open 24 hours. They have crepes and cheese cakes...service is excellent and fast. There are Snack Bars all over the place and service is fast. There is a small BBQ on the beach serving authentic Jerk Chicken..Try it!

The Tours were nice, BUT expensive. Some of them are "free" but you have to pay the "SERVICE TAX" in US dollars. For example...DUNN's River Falls...is "free" with your resort package, but you have to pay the "Tax" of $50 each to be able to do it.

The SPA was excellent. A 25 minute Mani/Pedi and massage comes with your package. You can also use your Resort Credits included with your package to enjoy additional services. My therapist was Jordanne and was excellent! After my first massage, I requested Jordanne for my second...a Holistic massage, and she was still excellent.

The coolest things on the Resort: 1) you don't really need keys as your wrist band is programmed to open your room...2) there is a Flow-Rider...3) there is a Dolphin tank and you can swim with them.

In closing, Moon Palace Jamaica is just an ok Resort that needs a LOT of work to bring it up to Palace standards. We won't be coming back until it is. We will be spending our time and money in Cancun, Mexico where they DO have it all together.

Stayed: October 2018
1  Thank wjerbis
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded 1 week ago

Dear wjerbis,

Your time invested to share your review is received with much gratitude from our team.

We are thrilled to be made aware that our Boulangerie, Snack Bar, rejuvenating Awe-Spa, exciting FlowRider and amazing Dolphin attraction all captivated your admiration whilst vacationing with us.

We are however quite saddened to learn that a less than spectacular vacation was attained whilst staying on property.

These concerns which you mentioned are being assiduously handled so we may mitigate them accordingly, despite these encounters we would be delighted to host you to a more tremendous vacation than that of your last with us.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica

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