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Reviewed 30 December 2016 via mobile

We visited the Moon Palace over Xmas 2016 and overall we were impressed with what we found. It is a large, imposing group of buildings that dominates the bay at Ocho Rios and gives views over to the cruise liner terminal and rain forest on the other side of the water. Our adjoining rooms were large and well equipped and everything worked as it should. The hotel has something like 5 separate pools and 7 restaurants so there should be something to satisfy all tastes for a family and as they are all well spaced out we never felt that the hotel was that busy, despite there being over 1000 guests whilst we were there. For a more laid back time I would recommend the hotel beach, which shields you somewhat from the loud music that blares out nearer to the pools.
This is an all inclusive resort which means that it is incredibly easy to order drinks and food whenever it suits, and makes the whole process The food was always good but never outstanding and the offerings from some of the snack bar outlets could become a little repetitive. The trips on offer were generally excellent (try and pick a day for Mystic Mountain when there are no cruise liners in town), with the stand outs being the Dunns River Falls and swimming with dolphins (which is on site at the hotel). A day trip to Port Antonio was also superb, with our driver Eggie doing a great job keeping three fidgety kids interested in what they were seeing around them.
In truth this hotel could be anywhere in the world (the group that owns it has other sites in Mexico) but what made it truly memorable were the staff - always friendly, always willing to help and always full of that brilliant Jamaican humour that will undoubtedly bring us back here again. They made the difference and our thanks to all of them.

Stayed: December 2016, travelled with family
1  Thank Jonathan B
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 1 January 2017

Dear Jonathan B,

The Moon Palace Jamaica Grande team would like to express our gratitude to you for the preference in making our Resort you vacation destination. The family here offers signature services, amenities and facilities for the total satisfaction of all our valued guests. We are delighted to learn that the brilliant efforts of our people created such a memorable experience. We welcome your feedback and have noted all comments about our food as well as the tours and excursions offered.

The team remains at your service and it will be our pleasure to host you to future vacations for more awe-filled experiences.

Warm regards,

Kemarlo Clarke
Manager
Moon Palace Jamaica Grande

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 December 2016

We are Palace member and stayed the week before Christmas with family. There were twelve of us and we all stayed in building two which was perfect. It's convenient to everything at the resort. We had a presidential suite which has two bedrooms and good size living area. Occupancy was about 20% when we arrived and close to 40% when we left. There were several staff to cater to your every need. Whether by the pool and waiters coming by for drinks every few minutes to the restaurants, spa and vacation planners. All the staff was very friendly and helpful.
Loved that the dolphin cove is right at the resort. Very convenient and great experience. The trainers did an amazing job explaining about the dolphins and the encounter experience.
We ate at all the restaurants and enjoyed all of them. If you're a seafood lover make sure to have lunch and or dinner at Pier 8.
Make sure to go to the spa and use the hydrotherapy before your service. Had a few different services- Hot stones massage, Vitamin C facial and Coffee wrap was amazing.
One of the best things was that the resort credits and room charges went without much trouble. This was a first dealing with Palace resorts. An excursion had to be cancelled and the staff easily fixed the resort credits and room charges. Everything was correct and checkout went the smoothest ever.

Room Tip: Building one and two, request higher floor.
  • Stayed: December 2016, travelled with family
    • Value
    • Cleanliness
    • Service
2  Thank Patti S
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 31 December 2016

Dear Patti S,

Allow us to express how grateful the Moon Palace Jamaica Grande family is to have had the opportunity of hosting your recent vacation experience. The commendations of the very friendly and helpful service received, as well as the amenities and facilities are well received and the team congratulated for their outstanding efforts.

Your TripAdvisor review outlining the spectacular vacation had is highly appreciated.

Our team remains at your service to extend more amazing vacation experiences.

Warm regards,

Kemarlo Clarke
Manager
Moon Palace Jamaica Grande

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 December 2016

We attempted to check into a nearly empty resort and there was a problem with our reservation. After 5 hours arguing in the lobby, we had to place a new reservation on line and pay more money just so we could go to a room. The staff is not empowered to make any decisions about anything. The management could not help us, they offered zero solutions, REFUSED to help. The hospitality quota for this resort is zero. 30 years in hospitality and I have NEVER seen or been a part of a situation where there simply was not feasible solution offered to the guest. We checked out three days later and went to the Hyatt Ziva! They welcomed us with open arms and treated us like we were on our honeymoon. It was disgraceful.

  • Stayed: November 2016, travelled as a couple
    • Location
    • Rooms
    • Service
18  Thank DianneP1825
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 December 2016

Was told upon arrival that there was no water in the building, but would be working in the morning. it wasn't. was told it would be working later morning, it wasn't. no water afternoon, finally asked where we could use a bathroom. We were given the use of a room in another building. Why wasn't this offered the first day. Why did I have to ask for it. Food was not as good as we have had at other palace resorts. Didn't like people(not hotel people) asking if I wanted weed. Friendliness seemed forced from most employees

  • Stayed: December 2016, travelled as a couple
    • Value
    • Rooms
    • Service
4  Thank Kevin J
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 30 December 2016

Dear Kevin J,

Thank you for making it Moon Palace Jamaica Grande, we highly appreciate your feedback.

At Moon Palace Jamaica Grande we extend signature services and amenities to ensure all our valued guests have the most awe filled vacation experiences. Your feedback has been noted and we would like to us this opportunity to let your know that we continuously undertake measure to assure our facilities and services consistently contribute to creating the most amazing vacation memories.

Our team remains committed to our guests total satisfaction and would be excited to have the opportunity of hosting you to future vacations, when we will not only meet but exceed all your expectation.

Warm regards,

Kemarlo Clarke
Manager
Moon Palace Jamaica Grande

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 December 2016

The resort, having recently opened under new management, is working towards the same high quality as other Moon Palace hotels. I would highly recommend it. I believe it will only continue to get better.

Our wait staff at the pool and restaurants were not as quick as at the Cancun Moon Palace. Yet, exceptional staff are not lacking. Roxanna at the Piano/Martini bar was a favorite. Herself and her team made us feel welcome more than any other bar. They created a great atmosphere for us to relax. At the Momo Asian Restaurant, Dominique (Kung Fu Panda) was fantastic. He kept our large group laughing and flawlessly accommodated all of our dietary needs. At the main buffet, O'Dane quickly met our group needs and made sure we always had water. Finally, the food itself was the best I have had at a Palace/Hard Rock Resort. The wide variety of Jamaican and American food was well received. With 13 people, a vegetarian, and a vegan, we were impressed we could all find something.

The spa experience at this resort is top notch. In particular, Simone is a wonderful massage therapist. She is clear in communication, welcoming, and gives an awesome deep tissue massage. I visited the spa a handful of times, and her personality really stuck out. Gretsel in the nail salon was also very kind and lived up to the name of the Palace Resorts. She provided services that met the standard of other resorts. She seemed to be a happy, determined employee.

I feel it is important to note the tours. We had some difficulties in planning tours. It took a lot of time and multiple visits to the office to get our excursions all set up. The excursions themselves were alright. We would highly recommend the tours the resort has more control over, such as the snorkel tour and evening cruise. The plantation tour is far from what it says it is. The surrounding bay area, proximity to the ocean, view of the mountains, and access to paddle boards and kayaks made up for these drawbacks for our family.

  • Stayed: December 2016, travelled with family
    • Rooms
    • Cleanliness
    • Service
Thank Shelby B
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 30 December 2016

Dear Shelby B,

Continuously extending the most awe filled vacation experiences to you, our valued guests is the aim of Moon Palace Jamaica Grande, the team is greatly appreciative of your preference in making our Resort your vacation destination. Your feedback about our wait team have been relayed for internal assessment. The exceptional services extended by our team members have earned them special commendations. With the awe spa also receiving special recognition for their top notch service delivery. Evaluations will be conducted on the tours and excursions offered to ensure we consistently exceed the expectations of all our valued guests.

It was a privilege hosting you, looking forward to having the opportunity of hosting you to many more awe filled vacations.

Warm regards,

Kemarlo Clarke
Manager
Moon Palace Jamaica Grande

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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