All Moon Palace Jamaica Grande Resort Customer Reviews
Spent 4 luxurious nights with my family at the Moon Palace Jamaica Grande over the Martin Luther King Jr. weekend. Our children range in ages from 22 down to 11 year old twins. It's important to mention that the hotel occupancy was extremely low (likely due to the rain season).It's also important to mention that our family historically has stayed at a host of Mexican all-inclusives, anywhere between Cancun and Tulum. The Moon Palace takes a trip experience to an entirely new level of professionalism and elegance. Round trip transportation was provided from Montego Bay at no cost. We actually had a few minutes before departing the airport to enjoy a beer and a beef patty before taking off. Our driver was very professional and gave us an option to stop for a family picture at a panoramic view of the ocean. Upon arriving at the hotel, you are greeted with cool wash clothes and enter the lobby where you are enveloped in a fragrance of lavender that shakes you into another world. No line at the front desk and the check-in process was quick and painless. We were passed on to another employee to discuss the amenities and the customary invitation to view their time-share. We declined and it was never spoken of again - unlike many of the hotels in Mexico where you are nearly harassed everyday. RESTAURANTS - The buffet was absolutely fabulous - service was quick and attentive. The one thing that we love about the Moon Palace is that the items on the buffet change every day - this is actually what made us get tired quickly at other all-inclusives. The omelet station chef was very friendly, as was all of the staff. Steak Restaurant - so good that we had to go twice during our stay. Service was impeccable - certainly mirrored that of the finest New York restaurants. We were celebrating a birthday for one of our children and the waiter had the band (that was warming up in the theater next door) to play happy birthday - much nicer than the customary waiter salute. Food was excellent - rib eye steaks were a good size and were cooked to perfection. MOMO - Asian/tepanyaki restaurant where our chef was entertaining and the kids called this "the best meal" at the hotel - my wife and I preferred the steak house. Italian - Service was fair - think that we had a waiter-in-training, because the service was a little slow. While the food quality and taste were excellent, the portion were small. So small, in fact, that we wound up going to the sushi bar in the lobby right after because we were still hungry. Coffee Station - the coffee house in the lobby close to the lobby is the place to be. It is open 24 hours a day, makes wonderful coffee drinks (as well as has a customer self-serve station), but also offers crepes, waffle cone ice cream, lovely pastries, sandwiches and other treats. Could not walk by without grabbing a cappuccino. POOL - the pool area was a pleasure. Again, occupancy was extremely low so we did not have to contend with the usual craziness of trying to find a chair/table - we had our pick of any table we wanted on the beach or the pool. Pool servers were very friendly and my compliments to Sandy the bartender for not only making the best drinks for our family, but being a gracious embassador of the Moon Palace. A true gentleman. WAVE POOL - the hotel offers a surf wave simulator that my kids spent most of their time there during our stay perfecting their form. The entertainment staff were extremely friendly and spent considerable time helping our kids (and us) surf and enjoy the experience. POOL FOOD - the pool area offers two snack places, but we spent nearly all of our time by the wave pool so we enjoyed the wood-burning stove pizza. They also serve three different salads and I recommend the jerk chicken wrap, toasted to perfection inside the wood-burning oven. Staff was super friendly. DOLPHIN COVE - the hotel has its own dolphin attraction where you can use your resort credits (more on that in a second) to swim with the dolphins. My daughters enjoyed it very much. As with all of these places, the pics are on the pricey side (can't use credits) ,but we decided to splurge because our girls enjoyed the experience so much. There is an observation deck where you can watch and take pictures, but you MUST have at least a 300mm zoom lens (preferably 500), if you are going to get any decent pictures with a face that's recognizable. ROOM - the rooms were very comfortable with a lovely balcony with a partial ocean view. What I like the most is that mini-fridge is restocked everyday with lots of soda/water - we were drinking 3-4 large bottles of water a day, all inclusive. The rooms were kept clean daily, and the only things my kids missed were the towel animals that they are used to seeing in Mexico. No big deal for me. JETPACK - the hotel offers a jet pack (think IronMan) service on the beach. See Diego for information and appoinment times - you can use your resort credits. They also take pictures and video on your experience and copy onto a USB drive. RESORT CREDITS - the rooms come with resort credits that can be used for various activities at the hotel, including the spa. Unlike previous places we've stayed, these are true resort credits, but you must pay the 16% tax - just like you would if you paid cash. With the credits, we were able to take advantage of the jetpacks, massage and manicure at the spa, and the dolphin adventure. To put this into perspective, a 50 minute massage cost us (out of pocket) about $22, and the manicure about $7. The only place where the resort credits do not make sense is at the lobby gift shop where items are so outrageously priced, that it would be a complete waste. LOBBY GIFT SHOP - this is the only area of slight disappointment. Everything in the store is outrageously priced that we just walked out. One evening, my wife needed some cold medication and it was already past 9pm. Purchased one slip (2 tablets) of a cold medication (the same type of individual slip that you would buy at a convenience store) for $4 each. The next morning, I ventured into town to the pharmacy and purchased an entire box of the same medicine for the same $4. The shop is a rip off. LOBBY BAR - Great place to enjoy a drink (or several) in the evening. There is an outdoor area that has fireplaces in the water that is a lovely, romantic experience if you want to unwind after a long day. Staff is super friendly and they usually have a live performer singing in the area. As with all of my reviews, good service quickly becomes excellent service once you start tipping. Especially when the hotel is empty, the staff depend on those tips to survive and they go out of their way to assist. Lastly, I want to leave you with one example of the excellent level of service. One hour before our departure by bus to the airport, my wife wanted our kids to eat something because it was going to be a long trip back to New York. My son had pizza at the pizza bar, but my picky daughter wanted the pasta bar at the buffet (as she has had numerous times), but the buffet did not open for another hour. She approached the chef (who had become her friend after all of her visits) and asked if he could help her out. Despite not being ready for service, the chef went to the back kitchen and prepared especially for her a bowl of spaghetti with extra grated cheese, just as she liked it and as he had done for her many times before. A true gentleman who made my daughter's stay excellent through his kind acts. In summary, the Moon Palace takes your stay to a new level of elegance and my family HIGHLY recommends it. So much so, that we've told other family members that they should only consider this hotel if going to Jamaica. Respect, mon.
33 of 36 found this helpful
Top 1000 Contributor
From: Dumont, New Jersey
Travel: 3-6 trips/year
Just returned last night from an 8 day stay at the Moon Palace in Ocho Rios, Jamaica with my husband and two girls, ages 13 and 17. Overall an excellent stay. Some of the highlights include: - Food was plentiful and we thought the quality was excellent compared to other all-inclusives we have stayed at. The girls especially loved the crepes made to order at the sandwich bar on the lobby level. - We were also impressed with the top shelf spirits and even the wines were fine with the dinners - The pool and free watersports were a lot of fun, especially the Flo Rider - The service was excellent; the staff obviously try very hard to please - Hotel security was impressive. We felt very comfortable letting the girls roam around the resort without worrying about what they were up to. The security told us that minors (as evidenced by their pink wrist band) are not allowed to leave the resort without an adult. This included walking down the beach - they could only wander as far as the resort property line on their own. - The room had 2 double beds and was roomy enough for the 4 of us. It had a nice little balcony with a wonderful view of the bay and downtown Ocho Rios Areas for improvement: - The check in was not as organized as it could have been. It seemed that several people were vying for our attention at the exact same time and it was very confusing. No one instructed us as to how the room key is used to take the elevator so this caused a bit of frustration until we figured it out - Also related to the check in: one of the people trying to get our attention was someone wanting us to buy a membership at the Palace. We had just arrived after an overnight flight from LA followed by the 1 1/2 hour shuttle ride from the airport and we were very tired. The last thing I wanted was someone trying to sell us something. I couldn't help being a little short with the person as we saw this as very inappropriate timing for a sales pitch - The toilet either didn't flush or ran excessively the entire week. Someone from the hotel "fixed" it but it just went back to the way it was. It became a joke amongst us as my husband was called upon all week to be the toilet fixer
7 of 7 found this helpful
From: Fremont, CA
Overall we were extremely happy with our stay at Moon Palace Jamaica Grande. We thought we got what we paid for! Right in the heart of Ochos Rios, with easy access to all the excursions. We stayed in Building 2 and it was a very beautiful, modern room. The resort is updated and met all our needs and wants. The Staff was very friendly and welcoming! They go out of their way to insure that you have a wonderful, all inclusive experience. My only "complaint" is that they could add more excursions and ameneties to the Resort Credit. We ended up spending a lot more then we planned to do better excursions, but it was our choice to do so. If you are looking for a clean, beautiful, convenient resort then choose Moon Palace! You won't be sorry! We definitely plan on coming back in the future! The people of Jamaica are awesome! My first time in Jamaice, but will return again! Plan on spending at least 7 days if you want to fit everything in! We only stayed 5 days but wish we could have stayed a few more days because there is SO much to do here! Two thumbs up!
3 of 3 found this helpful
From: Charlottesville, VA
Travel: 1-2 trips/year
I would say for an older couple or family with children this would be a good place to visit. However if you are looking for a place with entertainment you need to visit another resort.
3 of 3 found this helpful
The property is well kept yet out stay was mainly supported by the staff. Not once did management show any concern in person or phone call to the issues we faced The first night the ceiling in the bathroom started leaking and it was resolved on the second night making us pack our luggage after 10:00pm. The second room was partially blocked yet the FD supervisor was not receptive or willing to give me a resolution other than another room move. The FD agent offered some type of complementary gift that never reach us and we we told to speak to a customer relations rep that again never called us. I'm in the Hospitality industry (3 Star Resort) and our most important modo is "unequal customer service " as a Manager I expected more from this beautiful property and the rates I payed. The room is a bit small but comfortable and the service throughout the entire resort is amazing from the pools to restaurants and room service "kudos" My kids enjoyed the friendly staff at the kids camp and lounge. The beach was full of sea weed making uncomfortable to visit and it was obvious by the amount of people at the pools instead.
5 of 6 found this helpful
From: Orlando, Florida
Travel: 1-2 trips/year
Hands down, best vacation ever!!! Worth every penny.
4 of 5 found this helpful
From: Corona, Ca
Travel: 3-6 trips/year
Upon checking into the hotel after a very early travel morning ,I was lead to sit at a desk by a hotel staff member who was persistent in trying to get me to attend an hour and a half meeting regarding some membership opportunities at the hotel. This thoroughly annoyed me! I agreed at first to attend a breakfast meeting the next morning but decided to cancel later in the efteenoon of my arrival day. The staff member was persistent in trying to get me into this meeting. Even approaching me on another day in the hotel lobby! My son forgot his cap in one of their restaurants. He contacted the lost and found as well as went back to the restaurant, His cap was never found. Overall the staff is pleasant and service decent, but there are better hotels in Jamaica where you don't get HARRASSED, have a better beach experience (too much seaweed) and can have a REAL, WONDERFUL and PEACEFUL JAMAICAN experience.
5 of 7 found this helpful
From: New York
Travel: 1-2 trips/year
We were delayed 2 hours for our room. The Bellmen refused to carry our luggage to our rooms. We could not use our credits for anything we wanted. The spa was booked and we were told we came at a bad time because they had too many weddings going on. We were attending a wedding we did not have a choice with the dates: also the hotel should have been prepared for peak times. The real issue was the lack of customer service the employees did not seem to care. Dinner service was slow and no apologies were made. The pool and water activities were the best part of the hotel. My kids would have enjoyed it but because of the lack of customer service I will not book with any moon place hotel again.
2 of 2 found this helpful
From: New York
Best experience ever from registering until checking out.
2 of 3 found this helpful
Travel: 3-6 trips/year
Moon Palace had lots to offer our active group of 18. However, our check-in process was a 3 hour nightmare. We noticed many other travelers experienced same issues. We were sent to two rooms that were currently occupied. Long, slow lines. The front desk people would leave to go to a back room to check on our room availabilities & would disappear - sometimes never to returun to us. You can tell Moon Palace was recently opened/acquired by these customer service issues. Also, we were there at a time of full occupancy. Issues at the restaurants as well. We were the first table to be sat at the Italian restaurant - 2 hours 15 minutes later, we got our main course. Saw that the parent company sent some personnel from Mexico resorts to help with problems & training. I think things will be better at resort in 6 months or so after consultants & proper training.
1 of 1 found this helpful
Travel: 1-2 trips/year
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