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“1 YEAR ANNIVERSARY TRIP!! IMPECCABLE SERVICE! AMAZING STAFF!!! But Mexico needs to get it together!”

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Moon Palace Jamaica
Ranked #7 of 35 Hotels in Ocho Rios
Certificate of Excellence
Reviewed 21 September 2017

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.

Room Tip: The oceanview rooms in the newer building are the best!
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  • Stayed: September 2017, travelled as a couple
    • Location
    • Cleanliness
    • Service
Thank perucha87
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded 24 September 2017

Dear perucha87,

Our team is thrilled having been in receipt of your review describing your extraordinary stay had with us. It is with great pleasure to have learnt that our first class service extended to you by our staff and felt through amenities was received with much gratification by you, likewise we are elated to have celebrated your wonderful Anniversary with you and your spouse. We are ecstatic that our facilities were thoroughly enjoyed and maximized throughout vacationing on our breath taking Resort.Our team members who made a remarkable contribution towards your trip being spectacular will be commended for their outstanding efforts resulting in a family-oriented relationship being developed between you and them. Thank you once more for selecting us as your preferred vacation choice , we are grateful to have hosted your and definitely anticipate creating more magnificent memories with you.

Warmest regards
Christina Mighty
Manager
Moon Palace Jamaica

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278 - 282 of 1,600 reviews

Reviewed 21 September 2017

Just by chance we scheduled our trip in the early fall. What we found was a beautiful facility with wonderful activities and a very helpful, caring staff. Because this is a quiet time for the resort there was never any pressure and the staff was able to provide some extra "touches" that really enhanced our experience. Look to the spa as a necessary part of any stay at this resort.

Room Tip: All the rooms are good. They are large, and each has a view of the water. Some overlook the bay wh...
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Stayed: September 2017, travelled with friends
Review collected in partnership with this hotel
Thank David H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded 24 September 2017

Dear David H,


Thank you for sharing your review describing the amazing time spent with us. Our team is overjoyed to have learnt that the beautification of our facilities captivated your undivided attention likewise the total enjoyment had in our Spa. We look forward to accommodating you to future vacations in order for our splendid facilities and amenities to be extended to you once more through our first class services.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica

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Reviewed 21 September 2017

I accompanied my husband, who was on a business trip and had the opportunity to enjoy the property. He was very satisfied with the meeting room facilities. The infrastructure and decor were absolutely impressive! The guest room was clean and lighting good. Television worked well, internet was good. Bathroom was clean. Minibar was adequately stocked. Every member of staff with whom I interacted was welcoming, courteous and very willing to assist. I liked the restaurant variety and service was very good. The grounds were very well maintained. I would certainly return to Moon Palace, Ocho Rios Jamaica!

Stayed: September 2017, travelled on business
Review collected in partnership with this hotel
Thank herminem242
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded 24 September 2017

Dear herminem242,

Thank you for sharing your awesome review describing your fantastic experiences achieved with us. The admiration observed in our decor ,infrastructure ,variation of our Restaurants and well maintained grounds is highly appreciated by our team.We assiduously work towards ensuring that our 'wow' factor is prevalent through our services offered by our courteous and welcoming staff.We are delighted to learn that as a result of your spectacular experience had with us you have decided to revisit our beautiful Resort, hence we patiently await your return to our awe-inclusive piece of paradise.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 September 2017

This place was amazing from the staff to the room & the food. My man & I spent 4 relaxing nights (9/11-9/15) & we enjoyed every minute of it!! Soon as you get there you are greeted with a cold towel & a yummy drink & then you are escorted inside to check in. We had private check in because we stayed in the concierge level room & it was quick & easy. We loved everything about the room from the beautiful view (14th floor) to the lovely bathroom oh & the "VERY COMFORTABLE" bed that we hardly got out of lol...room service was very good (we used it @ least twice a day). We also had dinner on the beach & we really enjoyed the experience from the waiters to the music & the food. We didn't get into the water while we were on the beach because there's so much seaweed (or whatever it was) in the water but we lived in the pools which were very nice. I would've given them 5 stars but 2 little things bothered me...1. When I made the reservation the email said 2 25 minute massages were included but when I called the concierge to find out about it he said they no longer did that which really upset me because we were celebrating a birthday & we were looking forward to it...2. We wanted to ride the water bikes but we're unable to for whatever reason. Other than that we had a wonderful time & would definitely return. All the employees were amazing especially Renae Clarke she was the best from the beginning to the end of our trip she went above & beyond to make sure my love enjoyed his birthday

Stayed: September 2017, travelled as a couple
Review collected in partnership with this hotel
Thank tianab77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded 24 September 2017

Dear tianab77,

Thank you for the time invested to pen your awesome review expressing your extraordinary vacation attained with us. It was most definitely a pleasure to have hosted your spouse's birthday ,additionally the team member to have made this celebration even more special will be highly applauded for her thoughtful gesture.We aim to extend royalty treatment to all our guests through our services and amenities therefore knowing that this gratifying feeling was received by you gives us great thrill. Our team is elated to have been made aware that you would return to our magnificent property as a result of the spectacular experiences attained whilst staying with us, hence we excitedly look forward to this revisit.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 September 2017

SO much to see in Ocho Rios! This resort was in an ideal location for tourist attractions and activities.

I was amazed at all this resort had to offer. They seem to have thought of every tiny detail.
FREE airport shuttle (to & from), FREE wifi, FREE phone calls to the U.S. (NO toll free calls though).
Beautiful and chic hotel with lovely beaches and several pools, 2 swim up bars.
SO many restaurants and cafes to choose with delicious food: Steaks, seafood, Asian (Japanese), sushi, Italian (OMG wonderful!!), French, pastries, candy, deli with sandwiches, handmade pizza, buffet breakfast with LOTS of choices and made-to-order eggs & omelets.

Luxurious rooms. Bathrooms complete with CHI bath & body products, CHI hairdryer, CHI flat iron, clothes steamer, iron & ironing board. Safe that can hold a laptop. Rooms have stocked mini-bars with top shelf liquor and mini-fridge stocked with sodas, water and other beverages.

Excellent teen and children's programs. Nightly entertainment & nightclubs. Lifeguards at all pools whether pools have anyone in them or not.

The AWE Spa is a DO NOT MISS THIS experience! You MUST do their Water Journey -- dry sauna infused with cinnamon, polar sauna infused with peppermint, steam sauna, polar plunge pool, relaxation room... and THEN the most amazing massage.
The beauty salon is wonderful, too -- hair cutting/styling, pedicures and manicures (LOTS of polish colors to choose from).

The staff are wonderful. Another amazement to me were the 3 times I called the front desk for extra towels, hairdryer assistance (it's a European plug and needed an adapter -- the resort is 110V), and because the A/C automatically stops working when the balcony sliding door is opened (we didn't shut the door properly so the system would "know" to come back on) -- every one of the staff who came were at our room within 10 to 15 minutes. VERY impressive!

These last few years, we've been going to Sandals and Beaches Resorts. But this resort has won my heart. It will be our first choice from now on.

Room Tip: Housekeeping turndown service is early -- approx. 5 to 6 PM each night.
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Stayed: September 2017, travelled with friends
Review collected in partnership with this hotel
1  Thank cricketcruiseand2016
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemarlo C, Manager at Moon Palace Jamaica, responded to this reviewResponded 24 September 2017

Dear cricketcruiseand2016,

Our team would like to express utmost gratitude for sharing your marvelous review. As we exude continuous effort towards the ongoing improvement of our entire facility, we are pleased to learn that our amenities which are specially selected to accommodate our guests needs were received with much appreciation. We are overjoyed to have been made aware that our delicious food, breath-taking awe-spa and the overall beautification of our Resort captured your enthusiasm all throughout your time spent with us. It was an absolute pleasure to have hosted such a remarkable Island getaway for you likewise having earned your destination preference for future vacations.

Warmest regards,
Christina Mighty
Manager
Moon Palace Jamaica

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Additional Information about Moon Palace Jamaica

Address: Main Street, Ocho Rios, Jamaica
Phone Number:
Region: Caribbean > Jamaica > Saint Ann Parish > Ocho Rios
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #7 of 35 Hotels in Ocho Rios
Price Range: $638 - $1,186 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Moon Palace Jamaica 5*
Number of rooms: 705
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 
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