Moon Palace Jamaica

We travelled as a family with our two young kids in Jan 2025. As is often my experience with these resorts, people writing wildly negative reviews either don't travel to the Caribbean much or had a much different experience travelling in peak season. The property is immaculate and very modern. The indoor snack options reminded me of a hotel in Vegas. Not as lush as others but you get more pools and nice wide walkways. It was very easy to navigate the property with a stroller. All of the doors were automatic and saved us a lot of time getting around the property. It was not overly busy at the resort so we were able to grab chairs and book restaurants mostly with ease. One time I did observe a staffmember disposing of towels people had left to reserve pool chairs. Actually, the pool chairs were very comfortable, but if it rained they stayed wet a long time. The beach chairs did not have cushions. If you're staying more than a day or two, I recommend downloading the app to keep on top of restaurant times, bookings and activities. The food was delicious. Pretty good in the buffet and great in the restaurants. Momo was our favourite, both the teppanyaki and the regular menu. Staff everywhere were amazing, friendly and spoke perfect English (I hoped my daughter could practice her Spanish a bit haha). The staff were constantly trying to entertain my fussy baby and no one was pushy for tips. You should still tip though, where possible, but understandably the resort is very expensive to stay at in the first place. Service was at times slow but hey, you're on island time. We upgraded our room to ground floor with a walk-out and hammock to enjoy while our baby was napping, but unfortunately those rooms don't get sunlight until noon. A few local cats liked to hang around these patios. The beach was bigger than some of the reviews and photos let on. There was no sargassum whatsoever. I treated myself to a wood therapy massage at the spa with Simone and it was fantastic. My personal guide/"Valet" wasn't as friendly or informative as the others I saw so I won't mention her by name, but Simone was incredibly talented and took great care of me. Literally the only "cons" we experienced: 1) the Play Room was quite dirty and the kids feet were black the two times we used it so we made sure we went before we could bathe them. 2) the wave rider was out of commission our entire stay, which was fine for our group but if travelling with teens that could be a major disappointment, and 3) the usual rip-off that a single photo from the dolphin excursion costs $45USD - no thank you! At this point in life I'm not going to commit to a vacation membership but I'm already interested to visit the Cancun property one day. Read less

During our first night at the resort, another guest sexually assaulted my wife. We immediately reported the incident to Mr. G. Watkis, who we were told was part of the security team. He assured us that they would review the video footage and involve the police. However, when we checked back each day, we found that the head of security knew nothing about the incident. Eventually, we reported it to Ms. Shelly Johnson, who took us to the police station and informed Mr. Lennox, the Head of Security. The police informed us that there was no video footage in the area where the incident occurred, despite us clearly indicating where it happened and where cameras were present. From that point on, the resort refused to discuss the matter with us, stating that it was now a police issue. By this time, the perpetrator had already left the resort. We simply wanted to know his name and where he was from. The resort could have easily tracked the individual we identified from the "Loud Bar" to his room using the available video footage. --- Read less

We've NEVER encountered such rude and dismissive staff at any resort .. much less a luxury resort! It didn't matter where we were, who we were speaking/interacting with, or why. In fact, when leaving their 2-hour sales pitch on day ONE, the final person we encountered, the "developer," who in theory should have been one of the nicest (think commissions) made a very threatening statement to us ... "You're going to regret this! You're not going to forget me!" By the middle of the week, we decided we should've run for the first shuttle and headed back to the airport at that point!! 2 out of our 6 days - our room was not serviced and the in-room beverages were NEVER replenished. If we wanted water, towels, or housekeeping, we had to place a request in the app and hope they showed up. Our room constantly lost power. The entire building went completely dark twice! One of only four elevators for our building was out of service the entire week. Sadly one of the working ones was only able to go up from the 4th floor. Wifi was intermittent in our room and all but useless by the pools. The food was mediocre at best. All of the restaurants were consistently out of at least one of the menu items we tried to order; several times they didn't have multiple items. The buffet was a joke during peak times. The kitchen staff were clearly unable to keep up with the crowds ... and they truly did not care. One morning, we waited 45 minutes for them to bring out a pan of scrambled eggs - just basic scrambled eggs. Most mornings, the obviously popular items were never replenished. Despite the fact that this is a tropical island, if your diet consists of fresh fruits and/or vegetables, this resort is not for you; both are all but non-existent. Our filets at Pier 8 were just gross, there is no other way to describe them, and the minestrone soup at the Italian place was simply vegetable broth with peas. Finally, they only have one sommelier for the entire property and he only works the dinner shift. So if you'd like to purchase a bottle of wine, you'll need to wait until after 6pm. In our opinion, the best item on the property was the (lunch) pizza from the Sundeck - it was spectacular! However, there was only one person working in the kitchen and only one pizza went into the oven at a time. It takes roughly 30 min per pie and there are NO limits as to how many pieces you can take. The Sundeck (at lunch) is first come first served, so if you're the second person in line and the first person takes the entire pie, you'll have to wait another 30 minutes and hope that one of the wait staff doesn't take the next one! The public restrooms were simply disgusting! Many of the women's stalls were in desperate need of either a plumber or housekeeping and most doors do not lock. That being said ... I got locked inside one of the stalls due to a broken door latch and when I notified the staff, they laughed and said it happens all the time! Reserving pool chairs is not discouraged here, which is a double-edged sword. If you're like us and actually use the chairs, it's nice. However, there are no dirty towel receptacles anywhere except the towel hut. So when people are finished with their chairs, they simply leave their towels. The pool-side wait staff said they're not allowed to remove towels from the chairs, so most of the time, unused chairs remain unused for most of the day. There is truly no way to tell if a chair is claimed unless someone is sitting on it. There was a backed up drain on the pool deck that was never repaired, even though engineers came to inspect it multiple times. By the end of the week there was a gross slime on top of the large puddle. The staff simply moved the pool chairs over the puddle so people wouldn't step in it. Finally, if you're not a fan of unnecessary, obnoxiously loud music - this resort is not for you. There are several areas playing music literally all day and each one is louder than the next. The pop-up musicians are the worst! During our dinner at Pier 8, a vocal group set up literally right behind our table with one of the speakers right behind my chair. Our requests to move our table were ignored until we got angry, at which point a manager begrudgingly moved us. Our server dropped our food on our table and we never saw him again. Read less