The beautiful smiling faces of all the staff, the positive vibes, energy and impeccable customer service is what really sets this place apart from the rest. We had an amazing stay here. I would have given it a five stars, however we had some pet peeves which I will go into, but I had to at least give it a four because it's the service and the fact that the staff goes above and beyond to make your stay enjoyable (the check out and the lack of authentic Jamaican food is where i had to dock stars). First off they provide free round trip shuttle to the resort so long as your flying into Montego Bay airport. When we checked in is where I really got annoyed, we got there and they somehow didn't have our reservation and because this chain is owned and operated by Mexico and their main office is in Mexico there was no one on sight that we could speak to that could help us with our reservation, which is not ideal, nor it is smart, so we had to get on the phone with reservations IN MEXICO and NO ONE answered the damn phone!!!!! I was on hold for over 45 minutes!! There I was with my email confirmation and reservation number and the lady at the front desk tells me that someone called in and cancelled??!! WHAT??!! we sure as hell didn't we were there to celebrate our one year anniversary. This is what really impressed me, while I was on the phone with my travel agent waiting for Mexico to answer and find out what happened to our reservation, the Jamaican staff at Palace also went to work and was on the other line waiting as well and they were calling in and emailing their staff to see what happened and what we could do. Their was no one in Mexico that answered our call right away and while we were all on one phone waiting to get some answers. The staff were just as perplexed as we were as to what happened to our reservation. I started crying as we wasted over an hour on the phone figuring out what to do and this was not how i wanted to spend my anniversary with my husband. The woman helping us graciously offered to let us go ahead and she will continue to wait on the phone with the travel agent on my behalf to see what was going on and gave my travel agent her email address and she would coordinate with her to get to the bottom of what happened. After about an hour and fifteen minutes they told us they they sorted everything out, BASICALLY MOON PALACE DROPPED THE BALL, but they checked us in, but now we had to wait another hour for them to find us a room, but they graciously told us not to worry and to go ahead and have dinner they gave us our access wristband and told us to enjoy the resort, they held on to our luggage and to comeback in an hour to see about turning over a room. After over two hours, we finally checked in and they upgraded us to an oceanfront suite for the inconvenience. They also threw in surprises throughout our stay since they knew it was our anniversary and they gave us bottles of wine, desserts, a bottle of champagne and sent up an Anniversary Cake. From there on out we had a blast!!! Shout out to the staff on the beach and the pool bar for being so jovial and showing the guests a great time, of particular make sure you meet and sit in Javon's section!! He will go above and beyond to make sure you have everything you need, from towels, to drink, food, recommendations for food and things to do and also just for friendly conversation about the culture and life in Jamaica! He was very personable and also very professional. I was amazed at how happy go lucky the staff was, the guys at the coffee shop (boulangerie) basically knew us, knew our order and greeted us every single day and had our usual order ready no questions asked. The guys at the pool bar, Joshean and Nicholas make the best drinks!!! This is also where you'll find Javon!!! make sure you hang out with these guys!!. The housekeeping staff was also so very gracious and professional. We felt like royalty and left every single person a great tip. Now i am here adding a good review because they deserve it and I hope their supervisors get this as well. Mexico could learn a thing or two about the customer service that Jamaica offers and it makes no sense not to have someone on site to assist with reservation issues (it was also after hours) so management needs to get their act together in this regard. Our only other pet peeve is that the resort serves the typical food as other resorts such as (italian, american, seafood and japanese) but when in Jamaica you want Jamaican food!!! The Jamaican culture!!! would it kill them to have one restaurant dedicated to that? One thing they do have is a grill in the middle of the pool where they are grilling Jerk Chicken, make sure to check that out. The buffet usually serves a few Jamaican items BUT IT'S NOT THE REAL DEAL! Go outside the gates and get some jerk chicken, cocoa bread, oxtail and curry!!! The resort is literally in the midst of the local hustle and bustle, so you can leave the gate and be among the locals. The staff here will not disappoint and the resort is beautiful! We checked out Dunns River falls and swam with the dolphins. We will be back, i would just call ahead to make sure reservations are in order before you get there.
- Official Description (provided by the hotel):
- Moon Palace Jamaica is situated on the north coast of Jamaica, accessible from the Montego Bay airport. Palace Resort's newest resort boasts more than 700 guest rooms and suites with oceanfront views of the Caribbean Sea. It's also home to the largest spa in Jamaica. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, TripOnline SA, Booking.com and Agoda so you can book your Moon Palace Jamaica reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.