Hotel Moon Palace Jamaica

Dimi S.1/5 · 2026-07

Stayed for 2 nights and would not return. The first day after checking in and at the Bucaneers buffet a roach was running around on the counter where the food is being served at the pasta station. The manager once it was brought to his attention just used his hand to hit it off to the floor and went on like normal business. I did report it to the PR office as well. The staff was very friendly I must say shout out to Raynor, Nicky, the lady that checked me in and all the bellmen. Rooms are not the best but not the worst. For the price I expected away better. The Saturday night was unbearable to sleep music from either a club close by or the party boat went on until early morning. It was so loud in the room. Food from the room service was the best. The steakhouse food was cold and bland. This resort is a big no for me, not at the rate being charged.

Jbbk2mia1/5 · 2026-07

I stayed at Moon Palace from July 22 through July 28, and unfortunately this was one of the worst resort experiences I’ve ever had. I chose this resort because of its reputation, but it failed to meet even basic expectations. Our problems started immediately after check-in. The room we were assigned had a broken air conditioner and the Wi-Fi was not working. Instead of relaxing after arriving, we had to deal with reporting maintenance issues. Things got even worse early Friday morning when the entire property lost power around 3:45 a.m. The outage lasted until almost 5:00 a.m., making it nearly impossible to sleep. Later that morning, we went to complain about our room accommodations. We were instructed to visit the Public Relations department, where we were met with an employee who had a poor attitude and seemed uninterested in helping us. We were told we had to wait until 3:00 p.m. just to speak with a manager. Thankfully, when we finally met with the manager, they moved us to another room, but by then we had already lost valuable vacation time dealing with issues that should have never occurred. The biggest disappointment came on Saturday morning, when I experienced a medical emergency involving my left ear. I had no choice but to visit the resort doctor. While I understand medical care comes at a cost, the charges were excessive: • $280 for the doctor’s visit • $120 for an antibiotic • $120 for medicated ear drops • $100 to have my left ear flushed • $20 processing fee That’s a total of $640 in unexpected medical expenses during what was supposed to be a relaxing vacation. The entertainment was also disappointing. The resort advertised a Carnival Night, but the DJ played almost exclusively Hispanic music throughout the night. The event did not match the advertised theme, and it felt misleading for guests expecting a Carnival-style experience with a broader variety of music. Another evening at the Loud Bar Sports Lounge, several guests took over the music and behaved in a loud, disruptive, and disrespectful manner. It appeared there was little to no staff intervention, making the atmosphere uncomfortable for everyone else trying to enjoy their evening. As if that wasn’t enough, around 3:30 a.m. on our final morning, the resort experienced another property-wide power outage. Having two overnight power outages during the same vacation is simply unacceptable for a resort that markets itself as a luxury destination. Overall, my stay was filled with room issues, poor customer service, power outages, unexpected medical expenses, and disappointing entertainment. For the amount of money guests pay to stay at Moon Palace, I expected a much higher standard of service and reliability. I will not be returning to Moon Palace, and based on my experience, I cannot recommend this resort to others. There are far better resorts that provide the quality, service, and experience that Moon Palace promises but failed to deliver.

nanditha raj1/5 · 2026-07

Extremely Disappointing Stay at Moon Palace Jamaica - Dirty Upgraded Room, No AC, and Membership Pressure I had a very disappointing experience at Moon Palace Jamaica and I would not recommend this resort, especially if you are considering a room upgrade or membership. We arrived with high expectations and decided to pay an extra charge to upgrade our room for more comfort. What we received was completely opposite. 1. Condition of the Upgraded Room: As soon as we entered the room, we noticed several serious issues. The air conditioning was not working at all, the bathroom was not cleaned from the previous guest, and the room was full of flies. For a resort that charges a premium for an upgrade, this was shocking and unhygienic. 2. No Proper Action After Complaint: We immediately informed the front desk and housekeeping. Someone came, but the bathroom was still not cleaned properly and the AC issue was never fixed. We had to spend the night in a hot, dirty, uncomfortable room that we had paid extra for. The maintenance and hygiene standards were very poor. 3. 90-Minute Forced Membership Sales Tour: The next morning, a lady approached us for a "Moon Palace tour." It turned out to be a 90-minute high-pressure sales presentation to force us to buy their vacation membership. It was very pushy, a complete waste of our vacation time, and made us feel trapped. This is not what you expect on a relaxing holiday. 4. False Promise About Refund: When we complained about the room at checkout, the staff assured us that the extra amount we paid for the upgrade would be refunded. After we returned, they changed their statement and said they would only refund $125. This is not acceptable as we did not get any benefit from the upgrade we paid for. It feels like cheating. 5. Warning About Membership: While at the resort, we spoke to some existing Elite members. They themselves warned us NOT to take the membership. According to them, the resort keeps changing prices and offers, and once you sign the agreement, there is no option to cancel. They clearly said these membership sales are a fraud and to stay away. Overall, this was one of the worst resort experiences we have ever had. The lack of cleanliness, non-working AC, poor customer service, misleading tour, and false refund promise ruined our vacation. For the price Moon Palace charges, you expect luxury, not stress. We left highly disappointed. Please think twice before booking here and strictly avoid the membership presentation.

Siddhi Patel5/5 · 2026-09

The entertainment team was absolutely amazing, especially Warren and Steven! They were full of energy, kept the vibes going, and really knew how to get everyone involved. We had such a good time with them! I even learned some Jamaican dance moves, which was so much fun! The pool activities were a highlight too, lots of laughs, great music, good vibes, and plenty of dancing. Warren and Steven definitely made our experience even more memorable. Their energy and personalities were incredible, and they made sure everyone was having a great time. Big thanks to both of them for making the holiday so much fun! 🇯🇲🔥💃🏽🕺🏽

Kayann Miller1/5 · 2026-08

Unfortunately, our arrival experience at Moon Palace Jamaica was extremely disappointing. We checked in at 4:00 p.m., but when we went upstairs, we discovered that our room had not been cleaned appropriately. Dust all over the counter tops, the floors were not mopped, the bathroom smelled like someone used it before they left the room and the rug was filthy. We immediately notified the staff and were offered another room, but the available options were either smaller or did not have a balcony. Since we specifically paid extra for a balcony room, accepting a downgrade was not an appropriate solution. We made it clear that we were willing to keep our assigned room and simply wanted it cleaned. We were told that this would be taken care of, so we walked around the resort for two hours to give housekeeping enough time. When we returned at 6:00 p.m., the room was still dirty. After traveling all day, we had now spent another two hours unable to shower, unpack, or relax. When we asked to speak with management again, we continued to receive the runaround. We were told there was no night manager available until 11:00 p.m. and that nothing else could be done besides placing us in a downgraded room. We repeatedly explained that we were not asking for anything unreasonable—we simply wanted the room we paid for to be cleaned. We were not able to enter our room until approximately 8:30 p.m., nearly five hours after checking in. This was completely unacceptable and took away a significant portion of the first day of our birthday trip. The disappointment continued throughout the stay. I have stayed there 2 times prior to this visit, in March and in April of this year at Moon Palace Jamaica and the resort was noticeably different this time. The entertainment was not as enjoyable, and there were far fewer activities happening throughout the stay. Prior to this visit, the entertainment was lively and consistent there was noticeable gaps in the entertainment. A lot of silent moments in the main pool when previously at least music would be playing in the background. The entertainment team during our stay 8/12 - 8/17 was lacking in consistency and interactions with guest. Did not feel as welcoming or as friendly as before. I had such amazing experience in March and April that I purchased travel package at check out in April and returned with my best friends to celebrate their birthdays. Unfortunately, this visit did not live up to those earlier experiences. We expected much better service, communication, and accountability—especially from a resort of this caliber. We hope management takes this feedback seriously because the arrival experience set a disappointing tone for what was supposed to be a very special trip.

D Austin5/5 · 2026-08

We had an absolutely phenomenal stay at Moon Palace Jamaica in Ocho Rios. From the accommodations to the service, cleanliness, and overall atmosphere, our experience was wonderful. The resort was beautiful, everything was clean and efficient, and I especially loved having 24-hour room service. That was definitely a huge plus! What truly stood out, however, was the staff. I want to personally recognize Shana-Kaye Gillespie, Truidy-Ann Hall, Damarco Marco, and Nickeda Clarke. They were absolutely phenomenal, accommodating, attentive, empathetic, and genuinely committed to making sure we enjoyed ourselves. Their customer service was exceptional and they deserve to be recognized. Unfortunately, the one major disappointment during our stay was our romantic dinner. Our reservation was scheduled for 7:00 p.m., but we did not actually receive our dinner until approximately 9:00 p.m. A two-hour wait for a specially booked romantic dinner was disappointing enough, but what was even more concerning was the meal we received considering the $429 USD price tag. As Canadians, $429 USD converts to almost $600 CAD, so naturally there is an expectation that the meal and overall experience will reflect that price. The portion of steak we received was unbelievably small, and quite frankly unacceptable! I have genuinely never seen a steak that size served as an entrée. It was comparable in size to what we would call a diced potato in Canada. For more than $400 USD, the amount of food provided was simply unacceptable. Thankfully, we were able to use our resort credits and did not have to pay the $429 USD directly out of pocket. However, those credits still have value, and had we known beforehand what we would receive, we absolutely would have chosen to use that $400+ credit toward another experience at the resort. I strongly recommend that Moon Palace review both the pricing and food portions for the romantic dinner experience. At this price point, guests should receive a premium meal and premium experience. Either the quality and quantity of the meal need to be significantly improved, or the price needs to be adjusted accordingly. I also want to emphasize that Shana-Kaye, Truidy-Ann, Damarco, and Nickeda were the saving grace of that evening. They were empathetic about our disappointment and did everything within their ability to make the experience enjoyable. Quite frankly, had it not been for their exceptional service, we probably would have left the dinner altogether. Despite this one disappointing experience, we had an amazing vacation at Moon Palace Jamaica and thoroughly enjoyed the resort. The accommodations, cleanliness, amenities, 24-hour room service, and especially the wonderful staff made our stay memorable. Moon Palace has an incredible team, and Shana-Kaye Gillespie, Truidy-Ann Hall, Damarco Marco, and Nickeda Clarke are perfect examples of the kind of hospitality that makes guests want to return.