Moon Palace Jamaica All Inclusive Resort

I am currently staying at the Moon Palace and the accommodations are terrible. This hotel is very substandard to the other hotels contrary to what they lead on to the hotel is nothing like what they say. The rooms are tiny with no luxury amenities. My room has the view of the back of a building. I can’t latch my patio door for protection so I had to put a chair in front of it. The doors have landings so we’re constantly stubbing our toes. The ceilings are leaking water. There is trash and trays up and down the hallway being left out. I have never been to a resort in Jamaica that didn’t have butlers on each floor to remove the food trays. I’m a travel agent and I booked 20 other people… you would think they would be willing to make changes for me….No! I went to the front desk. The agent gave me two keys to check out two different rooms. One was nice but she wanted me to pay an extra $1080 and the other one was filthy. The dirty one was $290 to upgrade. One of the parties that I booked has been here for a week prior to me arriving, and was told that they were not able to get into the restaurants to eat so they have had to eat at a buffet all week long because of their shoes. She also had a room infested by ants and the front desk agent said it’s standard for Jamaica this time of year. I come here every year and I never had ants. Took them 3 days to change the room. I wish I had came earlier to change my party to another resort. When trying to call for help the phone line were down. I went to the o downstairs there was a line to complain. After waiting for 20 minutes they took my number for the manager….he never called . I went back down but there was more people with complaints. He still hasn’t called I also called prior to arrival to confirm transportation but when I When I arrived my name was not on the schedule. Book somewhere else!!!!

This trip began on a negative note due to the poor service and lack of hospitality. Upon arrival, the check-in process took over 3 hours with zero explanation as to the delay. This was odd considering our reservations were confirmed and paid for prior to arrival. We were with a large wedding party and eventually got checked in when the bride had to personally arrange our check in with staff. Once we got to checked in, we were told our reserved room was unavailable and given a room with 2 double beds but could get a room change the next day. The next day we had to go to Guest services and Public relations to activate our anniversary package, receive our spa credit and confirm our room change. This process took about 2 hours with only one staff person apologizing for the inconvenience. When it was time for the room to be changed we had to call the front desk several times (no answer) and then get back in line and go back to public relations. This process took another 5 hours total and our luggage was not moved from the old room to the new room. There was so much run around that I spent the first 2 days of the trip dealing with a lot of different staff members making promises that were not kept. Given the price point of this resort, this service is unacceptable. I could never recommend this resort and would be wary to try any of their other locations. Overall, what should have been a relaxing destination wedding trip was stressful, aggravating and a waste of money. Cannot stress enough how much this resort is not worth the money. DO NOT RECOMMEND!!

We usually stay at other well known Jamaican All- Inclusive Resorts, but this one was highly recommended from a friend who stayed there several years ago. Even though they were priced $1000 - $2300 ABOVE their closest competitors, we decided to give them a try anyway. Below is our assessment of the overall experience: THE GOOD: Beach and central location are amazing. Their Italian Restaurant, (Gondola), and theirJapanese Restaurant, (Momo), were the ONLY good spots to get good tasting meals. Boulangerie was great for Desserts and coffee brands. The Piano Bar and Pianist created an intimate and enjoyable occasion. Nightly Entertainment line-up were typical hotel quality. Mattress in guest rooms were OUTSTANDING! We also found MOST wait staff to be courteous and efficient in all food areas. Sharna-Kay at Front desk was amazing! Vacation Club staffers were also proficient. THE BAD: Many Front Line Staffers lack basic customer service. Few guest acknowledgements - looking away from guest view. Some Ft Desk Staff were friendly, but NOT customer centric - Lacked sense of urgency, lacked basic customer svc skills, eg. - a smile, may I help you, we'll be right with you....etc. Lines also unnecessarily long with LONG WAIT TIMES. They need more than 2-3 Agents and better processes in place during heavy forecasted times to avoid those excruciating lines. Our Desk Agent called HSKP 6-8 times to check the status of our room upon check-in at 9:30pm?! She was unsuccessful. Had to physically go check the readiness of the room herself. She was then chastized by her supervisor for going the extra mile to assist us. Had to sign form to say she did that for us?! Guest room door transition from hall to room is raised and unsafe.Trip hazard. (See pics). Concierge desk did NOT engage guests as we waited in long lines for check in. They just sat and chatted with other staffers while lines got longer and longer. Concierge couldnt even help retrieve guest day passes/ID returns. Had to wait in long lines just to get IDs back....Ridiculous! No wonder desk is overwhelmed. Pizza and Sandwich eateries were extremely poor in quality service and quality food freshness on 8/30th at 4pm. The Counter Attendant that afternoon was abrasive to our guest who came to spend the day with us on a day pass. He abruptly told our guest; "There is No Chicken Available for sandwiches", even though there was Jerk Chicken clearly visible. He became notibly upset when we caught him in a lie. The Jerk Hut on the beach and Main Dining Room was deplorable with flavor and quality of food....or lack there of. One day they had Roasted Brown Stew Chicken that looked like Pulled Chicken in a sauce?! Taste never improved. The Chefs for both areas need to return to the drawing board in a hurry. We witnessed several plates of bloody un-cooked meat at the Jerk Hut being returned or dumped, and several untouched plates in Main Dining Room being cleared. An unfortunate waste of food. Asked Housekeeper in hallway to clean our room on 8/31st as we exited room at 1pm, and was promises she would do so after she completed an "arrival" room. Never happened. Had to call at 8pm after we returned from a long day. Room was finally cleaned by the Turn-down staff. At check-in we even had an Hskpr interrupt us and other guest/Ft Desk agents so she could sweep floors behind the desk. Conversations resumed after she was done. WTH?! (See pictures). Air filter quality/cleanliness in room was so dirty we all got sick. (See pictures). The lack of quality was not just in service and food, but also in Exterior Building aesthetics. Large areas of visible Black Mold on exterior walls are visible, as well as water-stained Marble Tiles in lobby. Damaged Roof Membrane visible from rooms are also despicable, and clearly the source of the many leaks in hotel. (See pictures).Rain leaked in lobby in multiple locations. Overall an extremely poor experience, with the bad far outweighing the good. They are certainly NOT WORTH the extra funds paid. We will not return nor recommend this hotel.