Such amazing people at Sunrise Moon Palace. Ramon, among many other waiters, was amazing. He served us in Gondola, the Italian restaurant. What a wonderful week! The staff at the Moon Palace are friendly and make the experience amazing.
Member Number 4025816. I must say the resorts are fantastic and very worth it. All of my problems come from the reservations center and interactions with customer service and has ultimately changed the way I feel about how they treat their "members". Back in April 2018 I went to Moon Palace Jamaica. I booked for a week long trip and told the reservations line I would like to take advantage of the "stay free for 3 days" to make it a 10 day trip. The way they book these is as 2 reservations. The customer service rep told me I was confirmed for the 7 days trip but they would get back to me to see if I was approved for the 3 additional days. After calling several times, and getting no answer on if I could add the 3 days, we decided to make it a 7 day trip because we needed to book flights and request the time off of work. As the trip approached, the 3 days was confirmed but it was too late. We told the resort this several times. This was the 1st of 2 lost opportunities to use our 3 additional days. March 2020-We booked Moon Palace Nizuc for 10 days. When we arrived (right before Coivd lock downs) we were told we would be at Sunrise because Nizuc was closed due to low occupancy. We did not want to stay at Sunrise, we had done many day long trips there and felt we wanted something new. We requested to be moved to the Grand based on census and because we knew we could have stayed there for at least 7 days with no additional fee. We were told no multiple times unless we wanted to pay at least $1000 extra dollars. One worker did tell us that just wait a couple of days because everyone at Sunrise will be moved to the Grand. Well Covid travel restrictions significantly tightened the first 2 days we were there. On day 2 we arranged to come back home because land boarders were closing. We left on the morning of day 4. Before we left we agreed to do the member presentation (big mistake). We figured this would be the best way to discuss getting the 6 days back we were losing and spend the day at the Grand. I should have known but everything discussed with the Member Reps was conditional on me upgrading my membership. They were very agreeable to moving us to the Grand but it was too late, we didn't want to move hotels for a day...it would have been too much hassle. My concern is that why cant we get that customer service to begin with? Why is it conditional on me upgrading my membership? Especially if the resorts are empty. In the end, we would have upgraded but the customer service without the presentation was beyond frustrating. December 2020-I've been calling weekly to obtain some sort of credit for the lost days last March. Each time I call, I am on hold for 30-45 minutes before I get a customer service rep. This is understandable and I don't mind waiting but the conversations are infuriating. I explain my lost days to each customer service rep and request a credit from my previous vacation so I can book a vacay at the Grand in March 2021. After the first 4 calls, 1 email, and 1 chat, I was told my case had been escalated and to call back in 72 hours. So I wait 96 hours and guess what, I explain my case and am told I should have an answer in 24 hours. I call back in 48 hours and am told it will take another 48 hours and someone would call me. The time came and went and I call back and say I am nervous that I will not be able to get the hotel and room I want if I don't book soon. This rep agreed to book my room while we wait for a decision. She told me to ignore the email to pay and just wait for the decision on my credits. Well guess what, I received an email that the reservation was cancelled because I didn't pay. I call customer service again and explain my dilemma again and this time the rep was rude. According to an email I later received, his name was Erick Arturo Lopez Perez). He basically told me that everything takes longer because they are busy because of Covid. I said I understood that but why I am being told continuously that I will have a resolution with a certain number of hours and it has been weeks. I asked to speak to a supervisor and he said he was the supervisor. I then asked to speak to his supervisor and he said "Why, what are you going to say?" I politely repeated myself and asked to speak to his supervisor again. He then told me I will have to wait a while. I said I don't mind, I'm used to it. He put me on hold for 10 minutes or so, came back, said I'm trying to get a supervisor, then came back 10 minutes later and said his supervisor has 3 calls in front of me and he will call me back. I said I would prefer to wait on hold and he said no you cant, you are holding up my line. I then agreed to be called back. That was on 1-8-2021. I have not received a call back but did receive an email that says "Sup Call" with the above mentioned name. A week later I called and talked to someone else who made me a new reservation and also told me to ignore the email to pay. Well this reservation only lasted a day before it was cancelled. At this point I did receive an email that says my 3 additional free days are now expired. So basically both times I tried to use them I was unable to. The first time was because the resort took so long to get back to me about them. Fast forward to today 1-18-2021. I decided to use the website and just go ahead and book my vacation and pay for it. It was for 2 adults and 1 ten year old child. Well I paid extra for a swim up suite and was also charged $500 for an additional person in the room. The child should have been free so I have no idea why this charge was added. I immediately used the chat today and spoke with George. He confirmed that kids were free. I told him a $1500 dollar charge included a room upgrade and paying for an extra guest. He kept telling me kids are free. I said I know but I was charged. I asked if he could see it on his end and he said no and that he can only see the total amount paid. I said I booked on the member website and he said "Never use the website, call customer service". I was baffled by this and basically he left me by saying that I should try website support....this doesn't seem to exist for this site as far as I can tell. My check in date to the Grand is March 28th 2021. On one part of the website it says my check in date is March 27th and it says March 28th in another part. Hopefully that doesn't get messed up. I will happily update this review with further correspondence with customer service. Like I said, I enjoy the resort but the customer service is a huge turn off and deters me from recommending the resort to others. I hope this goes well in the end because I really do want to continue being a member but I honestly feel like they could care less. Why is the answer always no or I can't when they have the ability to so easily say yes or let me get you someone who can say yes.…
We can’t wait to head back down to Moon Palace. Gabriel the butler, was the absolute best and we will request him for all of our stays. Cristel went above and beyond to make our vacation extra special for our entire family. We thank you!
Fantastic holiday . Definitely will be back next year with all the family to get married. Weather has been to hot for me to handle Top entertainment for the kids in sunrise make sure you tip Juan Carlos Aguilar he cant do enough for you. Carlos was always kind to my kids. Helped out every time we needed sunbeds. Excellent man . See you all in August 2021
Very nice personality and enjoys playing his piano. He listens to all requests. He is an asset to the company. I had the opportunity to listen to him at the grand Moon Palace in the evening at the Caribbean restaurant fantastic player