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Moon Palace Jamaica
Main Street, Ocho Rios Jamaica
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Avg. $904 /night, 3/25 - 3/26
$1,033
per night
$940
per night
$847
per night
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About
#4 of 4 all-inclusives in Ocho Rios
Location
Rooms
Value
Cleanliness
Service
Sleep Quality
Moon Palace Jamaica is nestled in the beautiful surroundings of Ocho Rios, and boasts more than 700 luxurious accommodations with oceanfront and partial ocean views of the Caribbean Sea, each with 24-hour room service, free WIFI, CHI-branded amenities, complimentary calls to Continental US and Canada, and more. Renowned for over-the-top all-inclusive amenities such as unlimited gourmet dining and snacks, top-shelf drinks, a FlowRider® Double Wave Simulator, state-of-the-art Playroom for kids, a lounge designed specifically for Teens, and world-class entertainment and nightlife, it offers the perfect vacation for families and couples alike. Also home to the largest spa in Jamaica, for some serious pampering, this warm-hearted resort has everything you need right at your fingertips.
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Fitness Centre with Gym / Workout Room
Pool
Free breakfast
Beach
Diving
Indoor play area for children
Parking
Wifi
Fitness / spa changing rooms
Fitness classes
Sauna
Pool / beach towels
Outdoor pool
Bar / lounge
Restaurant
Breakfast available
Breakfast buffet
Snack bar
Special diet menus
Swimup bar
Poolside bar
Game room
Snorkelling
Aerobics
Entertainment staff
Evening entertainment
Karaoke
Table tennis
Nightclub / DJ
Children Activities (Kid / Family Friendly)
Kids club
Kids' outdoor play equipment
Free airport transportation
Airport transportation
Shuttle bus service
Car hire
Taxi service
Business Centre with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Foot massage
Full body massage
Head massage
Massage
Salon
Steam room
24-hour security
Concierge
Convenience store
Currency exchange
Gift shop
Non-smoking hotel
Shops
Sun umbrellas
ATM on site
Doorperson
24-hour front desk
Ironing service
Room features
Allergy-free room
Air conditioning
Private beach
Additional bathroom
Housekeeping
Minibar
Refrigerator
Flatscreen TV
Private balcony
Room service
Safe
VIP room facilities
Iron
Laptop safe
Wake-up service / alarm clock
Room types
Ocean view
Non-smoking rooms
Suites
Family rooms
Good to know
HOTEL CLASS
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Modern
Trendy
Languages Spoken
English, Spanish
Location
Main Street, Ocho Rios Jamaica
Getting there
Good for walkers
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
Grade: 81 out of 100
81
25 Restaurants
within 0.5 kilometers
Reviews
4.4
6,589 reviews
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Reviews summary
This summary was created by AI, based on recent reviews.
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Moon Palace Jamaica garners mixed reviews, with many guests praising its cleanliness, though some note housekeeping inconsistencies. The hotel's location and amenities, including the beach and spa, are highlights for some, but others find fault with room placement and the quality of offerings. Service quality varies, facing criticism for occasional inattentiveness.
Guests often feel the resort does not provide good value, citing high costs. Moreover, the noise level and disruptive atmosphere due to loud music frequently mar the experience, alongside concerns about room conditions and booking errors.
Location
Convenient
Atmosphere
Rowdy
Rooms
Cramped
Value
Expensive
Cleanliness
Mixed
Noise level
Noisy
Service
Inconsistent
Amenities
Satisfactory
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Detailed Reviews
Hotel's Favourite
PROS: Just what you'd expect from a 5 star venue. So many things to do you barely have to leave the resort (unless you really want to). Food options are plenty. Staff in general are very kind and helpful. Tip: Ask the staff daily to find out what's going on because not all activities are obviously announced/displayed. Shout out to those who we felt a special bond with: ANTHONY (entertainment staff) who can always be seen dancing up a storm even when not performing. A show on his own, his moves are pro in many dance styles. He's multi talented (oh yeah and quite the cutie). Talk to him & make a new friend like we did *****. HANNA (welcomed us and a wealth of information) who was temporarily located here but her "home resort" is at Cozumel Palace location. Not only did she make us feel like we were VIP but also bubbling with charisma and was always looking out for us. Every time we'd walk the property we hoped to bump into her. We plan to go to Cozumel in 2025 and really hoping she'll be there. Dunns River Falls (where popular scenes from James Bond Dr. No was filmed) is a must excursion and is very close by, so no time lost in travel :) we went via catamaran and had a little snorkeling stop on the way. Also walking distance from the resort is the local craft market and souvenir shopping at Taj Mahal. For those who've heard about KFC being the best in the world it's also walking distance (but hope there's no lineup). Bob Marley museum in Kingston was also amazing and on the way you'll be educated about all sorts of interesting information & stop at some locations to get a history of Jamaica. Thx Steve (our tour guide).
CONS: for us there was really only one...very disappointed with the DJ at the Noir club, he was terrible (other vacationers even some staff agreed with this comment). He was actually annoying. This is often the only evening entertainment after 10pm so no late night partying which you would expect to do on vacation. Many others were seen walking around the property looking for something to do late a night because they'd walk into the Noir club expecting to "party all night", then walked out a few minutes later. He had a knack of emptying the dancefloor he's so bad. His mixing/transition from one song to another is anything but smooth, he doesn't play more than 15-20 seconds of a song and the song choices are repetitive. Just when you start getting into a beat, he's blasting some annoying sound effects and switching up the music genre. Oh yeah; and he often cuts the music completely to talk (and talks waaaay too much) but the audio is so bad/distorted, you can't even make out what he's saying.
All in all an excellent vacation :-)
CONS: for us there was really only one...very disappointed with the DJ at the Noir club, he was terrible (other vacationers even some staff agreed with this comment). He was actually annoying. This is often the only evening entertainment after 10pm so no late night partying which you would expect to do on vacation. Many others were seen walking around the property looking for something to do late a night because they'd walk into the Noir club expecting to "party all night", then walked out a few minutes later. He had a knack of emptying the dancefloor he's so bad. His mixing/transition from one song to another is anything but smooth, he doesn't play more than 15-20 seconds of a song and the song choices are repetitive. Just when you start getting into a beat, he's blasting some annoying sound effects and switching up the music genre. Oh yeah; and he often cuts the music completely to talk (and talks waaaay too much) but the audio is so bad/distorted, you can't even make out what he's saying.
All in all an excellent vacation :-)
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Date of stay: September 2024Trip type: Travelled as a couple
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Palace Resorts M, Owner at Moon Palace Jamaica
Responded 3 Oct 2024
Dear Ms, SandyandGill, Thank you for your review! We are pleased to hear that you enjoyed your stay with us and that the variety of activities, dining options and exceptional staff at the resort have contributed to making your holiday an unforgettable experience. We especially appreciate your kind mentions of Anthony and Hanna, it’s wonderful to know that they had such a positive impact during their visit. We will be sure to pass on your kind words. We sincerely regret that your experience at the Noir club did not meet your expectations. Your feedback on the DJ is valuable, and we will certainly see how we can improve the evening entertainment experience for future guests. Your feedback will help us continue to strive for excellence in all aspects of our service. Once again, thank you for your comments , and we look forward to welcoming you back soon. Best regards, Osiris Chavez, E-concierge Moon Palace Jamaica.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
My 10 days vacation at Moon Palace Jamaica was not as good as I had anticipated since my family and I did not receive the high level of service that was advertised. There were 4 of us in the room yet I had to request extra washcloths every day since the cleaners only provided 2 washcloths for 4 people. We also had to request spoons every morning in the buffet since only knives and forks were provided. Additionally, the kids menu did not include a variety of foods, except chicken nuggets, fries, and chips so my 6 year old son did not get the opportunity to experience authentic Jamaican food. Also, Moon Palace needs to do more in the entertainment department by offering more fun, family activities daily.
Nevertheless, I must commend Divan and Obrien at the buffet who catered to our requests with a positive attitude and fantastic service. Dwayne was phenomenal with ensuring that we had constant drinks and food poolside and he always displayed a positive attitude towards me and my family. Johnoy was great with his water aerobics class along with Antony and Toniann who provided excellent entertainment. Special shoutout to Johny and Maney who always interacted with us and made us feel welcome at the resort.
Nevertheless, I must commend Divan and Obrien at the buffet who catered to our requests with a positive attitude and fantastic service. Dwayne was phenomenal with ensuring that we had constant drinks and food poolside and he always displayed a positive attitude towards me and my family. Johnoy was great with his water aerobics class along with Antony and Toniann who provided excellent entertainment. Special shoutout to Johny and Maney who always interacted with us and made us feel welcome at the resort.
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Date of stay: August 2024Trip type: Travelled with family
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from E Concierge Palace Resorts, Owner at Moon Palace Jamaica
Responded 19 Aug 2024
Dear Taneisha K Thank you for taking the time to share your detailed feedback about your recent stay at Moon Palace Jamaica. We sincerely apologize for the shortcomings you and your family experienced during your vacation. Your comfort and satisfaction are our top priorities, and we regret that we did not meet your expectations in several areas. We are sorry to hear about the inconvenience caused by the insufficient number of washcloths and the absence of spoons at the buffet. We will address these issues with our housekeeping and dining teams to ensure that such oversights do not happen in the future. Your feedback helps us identify areas where we can improve our services and guest experience. Regarding the variety of foods on the kids' menu, we understand the importance of offering diverse and authentic options for our young guests. We do provide a section at the buffet that caters to Jamaican cuisine for everyone to enjoy, including traditional dishes that we hope can introduce our younger guests to the rich flavors of our culture. We will work with our culinary team to make these options more accessible and appealing to children, so they can fully experience and enjoy authentic Jamaican food during their stay. We also appreciate your comments about our entertainment offerings. We strive to provide engaging and fun activities for families, and we will take your suggestions into consideration as we plan future programs to enhance our guests' experiences. On a positive note, we are delighted to hear about the exceptional service you received from Divan, Obrien, Dwayne, Johnoy, Antony, Toniann, Johny, and Maney. We will make sure to pass along your kind words to them and recognize their dedication to making your stay enjoyable and memorable. Once again, we apologize for the inconveniences you encountered and thank you for bringing these matters to our attention. We are committed to improving our services and hope to have the opportunity to welcome you and your family back in the future, providing you with the exceptional vacation experience that you deserve. Warm regards, Shawna-Lee Depass E-Concierge Moon Palace Jamaica
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
A lot to digest? Read an AI-generated summary of recent traveller reviews.
This was our second time at Moon Palace in Jamaica and it was even better than the first. The kids club had lots of activities and attentive caregivers that my twins never wanted to leave! This gave me time to relax at the spa and get an AMAZING massage from Katrina. I highly recommend her!
Additionally, I enjoyed the food, especially MoMo’s, and relaxing by the pool. The pool bar staff was on point as well, ensuring empty cups were picked up and no one was thirsty. Also shout out to the churro guy! Those things are so good!
And a big thank you to Kadeisha, Jermaine, Donna, Melicia, Setira, Monique and Chantol in the Kids Club. My lil boys were so comfortable with all of you!
Additionally, I enjoyed the food, especially MoMo’s, and relaxing by the pool. The pool bar staff was on point as well, ensuring empty cups were picked up and no one was thirsty. Also shout out to the churro guy! Those things are so good!
And a big thank you to Kadeisha, Jermaine, Donna, Melicia, Setira, Monique and Chantol in the Kids Club. My lil boys were so comfortable with all of you!
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Date of stay: March 2025Trip type: Travelled with family
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Palace Resorts M, Owner at Moon Palace Jamaica
Responded 2 weeks ago
Dear anakays2025, We can only say THANK YOU! It brings us great joy to receive your review and to know that your second stay at Moon Palace Jamaica was even better than the first! We are thrilled to hear that we exceeded your expectations. We are so pleased that your children enjoyed the Playroom so much. Without a doubt, the Playroom is a favorite spot for our little guests, with a variety of activities and attentive caregivers! We're happy to know that Kadeisha, Jermaine, Donna, Melicia, Setira, Monique, and Chantol made your children feel so comfortable. We will be sure to pass along your kind words to the entire team. Additionally, we are delighted that you were able to enjoy some relaxation time at the spa, and that Katrina provided you with an amazing massage. She is one of our most talented therapists! We’re also happy to hear that you enjoyed our culinary offerings, especially at Momo. It’s one of our guests' favorite restaurants! We hope you enjoyed the fire show—without a doubt, the multi-course dinner and the chefs’ live cooking demonstrations are impressive. Please consider a third visit, we would be honored to welcome you back, and we’re sure your next stay will be even better. We look forward to seeing you soon and continuing to create unforgettable memories at Moon Palace Jamaica. With gratitude, Osiris E-Concierge Moon Palace Jamaica.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
It’s taken a while to send this review due to going back and forward with a complaint made direct to the hotel, manager and customer services !
We had paid $2000 usd for a upgrade on the room as wanted to make the best off our experience, to find a leaking toilet and sink, aircon unit faulty and rear patio door broken and not accessible from the walk in patio/terrace area. This was very disappointing and extremely poor for a 5 star hotel. and no other room available!!!
Room service cleaned on request but would take 3-4 hours until room had been cleaned !
The most shocking and terrible experience we had as a family is the bar/waiters tenders offering drugs and selling of drugs on site, we witnessed drugs been sold from pool side bar, children’s entertainment bar and even in lobby bar. Myself and wife witnessed this been offered for the whole duration of the vacation. How can this be accepted and even allowed onto the premises!
On our first day, we was offered hair braiding by a beach waiter who then offered a service for cash payment up front for my daughter to follow the waiter into the toilets and she would carry out the braiding, waiter told me it would be 3 hours in side the toilet cubicle. Which we refused and was disgusted this service was even offered and allowed!
All for there staff to earn extra tips/cash
The whole 10days of the trip there was always a member of palace staff trying to sell or do a second job to earn cash!!!
Snorkelling for $40 usd taken by a memeber of the palace sports team, who had no insurance or documentation to prove he was able to offer the service and keep the family safe whilst been out in the ocean.
We also refused this service.
Overall, there was 40/50 staff on mobiles phone in corridors,toilets,rooms,hiding using phones,
Life guards on FaceTime calls on side of beach,
Life guards sneaking food into beach are,
Staff asking children to pass them for form buffet,
Waiter service at buffet poor.
This vacation was ruined by the actions of members of staff at moon palace Jamacia,
Drugs, service and quality of hotel totally unacceptable for a 5star hotel!
Please please DO NOT VISIT this hotel!
Awful experience for me and the family .
We had paid $2000 usd for a upgrade on the room as wanted to make the best off our experience, to find a leaking toilet and sink, aircon unit faulty and rear patio door broken and not accessible from the walk in patio/terrace area. This was very disappointing and extremely poor for a 5 star hotel. and no other room available!!!
Room service cleaned on request but would take 3-4 hours until room had been cleaned !
The most shocking and terrible experience we had as a family is the bar/waiters tenders offering drugs and selling of drugs on site, we witnessed drugs been sold from pool side bar, children’s entertainment bar and even in lobby bar. Myself and wife witnessed this been offered for the whole duration of the vacation. How can this be accepted and even allowed onto the premises!
On our first day, we was offered hair braiding by a beach waiter who then offered a service for cash payment up front for my daughter to follow the waiter into the toilets and she would carry out the braiding, waiter told me it would be 3 hours in side the toilet cubicle. Which we refused and was disgusted this service was even offered and allowed!
All for there staff to earn extra tips/cash
The whole 10days of the trip there was always a member of palace staff trying to sell or do a second job to earn cash!!!
Snorkelling for $40 usd taken by a memeber of the palace sports team, who had no insurance or documentation to prove he was able to offer the service and keep the family safe whilst been out in the ocean.
We also refused this service.
Overall, there was 40/50 staff on mobiles phone in corridors,toilets,rooms,hiding using phones,
Life guards on FaceTime calls on side of beach,
Life guards sneaking food into beach are,
Staff asking children to pass them for form buffet,
Waiter service at buffet poor.
This vacation was ruined by the actions of members of staff at moon palace Jamacia,
Drugs, service and quality of hotel totally unacceptable for a 5star hotel!
Please please DO NOT VISIT this hotel!
Awful experience for me and the family .
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Date of stay: December 2024Trip type: Travelled with family
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Palace Resorts M, Owner at Moon Palace Jamaica
Responded 3 weeks ago
Dear Mr, nicholasmT2472WU. We appreciate the time you have taken to share your experience and sincerely regret the inconveniences you encountered during your stay. Your review has caught our attention, as these reports are undoubtedly unusual and do not reflect the standards of quality and service we strive to provide to our guests. Please rest assured that your complaint is receiving the appropriate follow-up through our Customer Service team, who are diligently working alongside the relevant departments to investigate each of the concerns you have raised. We understand your frustration and kindly ask for your patience as this process is carried out. We acknowledge that you have been in communication with our team, and we kindly request that for any additional information or assistance you may need, you continue to use the email contacts you have already established. Our commitment is to deliver exceptional experiences, and we want to reiterate that we are addressing this matter with the seriousness it deserves. Sincerely, Osiris E-Concierge Moon Palace Jamaica.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
First of all, we aren’t resort people because we don’t drink alcohol and also don’t eat that much food but given the other amenities and offerings, decided to give it a try
Pros: lots and lots of food options 24/7. It was a bit overwhelming at first but overall liked the chicken at Jerk Hut for lunch and Momo sashimi for dinner. Teppanaki depends on which chef you get for the experience and food had too much oil/butter and sauces. Still good if you like that kind of Benihana style
Not too full- we went during a not too full time so got to enjoy the amenities at not full capacity. Appreciated the water slide, water bikes, SUPs and the gym.
Entertainment - depends on your preference but if you wanted, you could def be entertained and wifi all over the resort
Cons: as mentioned many time, the aggressive sales tactics immediately upon arrival. And then calls all throughout the day to your room if you don’t attend the 90 min meetings or pick up your free gift which is just another tactic to get you to talk. I would say avoid at all costs since it’s never 90 mins and you will just leave with a sour taste in your mouth
Also resort credits don’t mean much and even if you get 150 resort credit, you can only spend 75 at spa. Also you have to pay tax on resort credit. For 150, the best was the dolphin experience at 159 plus tax. You can upgrade to two dolphins for 50 bucks
I know this is how these places make money but seriously. No means no.
Pros: lots and lots of food options 24/7. It was a bit overwhelming at first but overall liked the chicken at Jerk Hut for lunch and Momo sashimi for dinner. Teppanaki depends on which chef you get for the experience and food had too much oil/butter and sauces. Still good if you like that kind of Benihana style
Not too full- we went during a not too full time so got to enjoy the amenities at not full capacity. Appreciated the water slide, water bikes, SUPs and the gym.
Entertainment - depends on your preference but if you wanted, you could def be entertained and wifi all over the resort
Cons: as mentioned many time, the aggressive sales tactics immediately upon arrival. And then calls all throughout the day to your room if you don’t attend the 90 min meetings or pick up your free gift which is just another tactic to get you to talk. I would say avoid at all costs since it’s never 90 mins and you will just leave with a sour taste in your mouth
Also resort credits don’t mean much and even if you get 150 resort credit, you can only spend 75 at spa. Also you have to pay tax on resort credit. For 150, the best was the dolphin experience at 159 plus tax. You can upgrade to two dolphins for 50 bucks
I know this is how these places make money but seriously. No means no.
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Date of stay: March 2025Trip type: Travelled as a couple
Room Tip: Avoid 90 min talk, download app and you can reserve resto on morning of your checkin (even before...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Palace Resorts M, Owner at Moon Palace Jamaica
Responded 3 weeks ago
Dear Mr, Worldtraipse. We sincerely appreciate your detailed comments and are pleased to hear that you enjoyed the variety of dining options available, especially the Jerk Hut and Momo - teppanyaki for dinner. It is great that you found the resort amenities such as the water slide, water bikes, paddle surf boards and fitness center to be pleasant and well maintained. We understand your concerns regarding sales interactions and resort credits and understand how these aspects can affect the overall experience. Your feedback is valuable and we will continue to refine our offerings to improve guest satisfaction. It was a pleasure hosting you and we look forward to welcoming you back for an even more enjoyable stay in the future. Kindest regards, Osiris E-Concierge Moon Palace Jamaica.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Our trip started great. Most of the staff work their hardest to try to please their guest. There are some staff that are very stiff and unapproachable. Management team like Bruce showed stellar customer service.
Service and food went downhill during and after the hurricane. I have to say that staff and management working during those times were great. They tried their best to accommodate the needs of their guest, however I would look at Moon Palace of not providing enough resources to accommodate their guests on a disaster event. Moon Palace is a multimillion dollar hotel industry. They have resorts and hotel in Mexico, Europe (Baglioni), Jamaica and Dominican republic. Setting aside funding for disaster preparedness should be part of their budget. From what I have seen there were no planning that took place. Or they may have plan but they can not execute it due to lack of resources provided by Moon Palace. Come on Moon Palace with the million of dollars of revenue you get from the hotel and the membership you cannot provide enough resources for your guests. The night before the hurricane due to lack of staffing the sheltering process took hours. It was so unorganized, there were yelling, shoving in a hot, cramp space. Food is terrible, lines take hours and by the time you reach the food it run out. The best food we can get fot 2 days were chicken nuggets if it does not run out. The night of July 4th the lines was long, were talking hours and we ended up with 1 roll of bread and a spinach with no dressing for dinner. There are so many guests did not get their dinner that night. We were charge $200 emergency rate per night. I felt sorry for guests that were paying full rate. During those time, there were no electricity on most areas, no wifi, no AC, no water most of the day, elevators are not working. Imagine yourself climbing 15 floors on hot humid temp. Felt sorry for those that have kids and strollers. Most of the guests cant wait to check out and since there was no electricity, they have to pack in the hot dark room.
Moon Palace should refund all guests on those days as their vacation turned to nightmare!
Service and food went downhill during and after the hurricane. I have to say that staff and management working during those times were great. They tried their best to accommodate the needs of their guest, however I would look at Moon Palace of not providing enough resources to accommodate their guests on a disaster event. Moon Palace is a multimillion dollar hotel industry. They have resorts and hotel in Mexico, Europe (Baglioni), Jamaica and Dominican republic. Setting aside funding for disaster preparedness should be part of their budget. From what I have seen there were no planning that took place. Or they may have plan but they can not execute it due to lack of resources provided by Moon Palace. Come on Moon Palace with the million of dollars of revenue you get from the hotel and the membership you cannot provide enough resources for your guests. The night before the hurricane due to lack of staffing the sheltering process took hours. It was so unorganized, there were yelling, shoving in a hot, cramp space. Food is terrible, lines take hours and by the time you reach the food it run out. The best food we can get fot 2 days were chicken nuggets if it does not run out. The night of July 4th the lines was long, were talking hours and we ended up with 1 roll of bread and a spinach with no dressing for dinner. There are so many guests did not get their dinner that night. We were charge $200 emergency rate per night. I felt sorry for guests that were paying full rate. During those time, there were no electricity on most areas, no wifi, no AC, no water most of the day, elevators are not working. Imagine yourself climbing 15 floors on hot humid temp. Felt sorry for those that have kids and strollers. Most of the guests cant wait to check out and since there was no electricity, they have to pack in the hot dark room.
Moon Palace should refund all guests on those days as their vacation turned to nightmare!
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Date of stay: July 2024Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shawna-Lee Depass, Owner at Moon Palace Jamaica
Responded 16 Jul 2024
Dear IamNoypi, Thank you for sharing your detailed feedback about your recent stay at our resort. We deeply appreciate your patience and understanding during such an unprecedented event. I am sorry to hear that your trip, which started on a positive note, took a negative turn due to the impact of the hurricane and the subsequent challenges. First and foremost, I want to extend our sincerest apologies for the discomfort and inconvenience you experienced. We recognize the importance of having a well-prepared plan for emergencies, especially natural disasters, and I regret that our efforts fell short of your expectations. While I am pleased to hear that some of our staff, including Bruce, provided stellar customer service and worked hard to accommodate guests, I understand that our overall preparedness and resources did not reflect The Palace brand. We acknowledge the chaos and distress caused by the sheltering process, long food lines, and limited meal options. The conditions you described do not reflect the standard of care and service we strive to provide. The difficulties you faced, such as the lack of electricity, water, and functional elevators, compounded by the extreme weather, created a challenging environment. We understand the added stress this caused, particularly for families with young children and those staying on higher floors. Your feedback is invaluable, and we will use it to review and improve our emergency preparedness plans. Ensuring the safety and comfort of our guests during any situation is our priority, and your experience highlights areas that need immediate attention and improvement. Once again, we apologize for the challenges you faced during your stay and appreciate your understanding during such a difficult time. We are committed to making the necessary improvements to ensure a better experience for all our guests in the future. Sincerely, Shawna-Lee Depass E-Concierge Moon Palace Jamaica
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Moon Palace Jamaica is the Worst place to stay. I would never again stay here or any of their sister properties, as the same complaints persists (Family members vacationed at the Mexico location).
1. On day of arrival to check-in, Moon Palace Jamaica resort overbooked, and had given my room with a balcony away. So, they put me in a downgraded room with no balcony. I expressed my disappointment, as the trip was booked months in advanced, and my reservation was for a room WITH a balcony. Front desk stated there was nothing they could do and referred me to speak to Public Relations the following day when the office was open.
The following morning, I went straight to the Public Relations office to express my dissatisfaction. AGAIN, there was no sense of empathy for the customer, who had paid thousands of dollars for a specific category room, only to be downgraded upon arrival. I requested compensation for the downgrade, they offered $9/day of my stay which ended up being a total of $32 dollars. I felt insulted. In order to receive the $32 credit, I would have to go through a 3rd party. Instead, I requested credit to just use in the gift shop. However, that could not be done. The public relations host suggested that she would give me a call once she found out if there were any alternatives.
The following day, Public Relations called my room for me to come down and sign a contract, as they were willing to give me $100 credit in exchange for not reporting my disappointment with the ordeal. I did not sign, and I was never compensated for paying for a room with a balcony, but receiving a room with no balcony instead for my entire stay.
2. During the night, the power would intermittently go off and on. There was no explanation for this nor announcement for what was happening. It was frightening.
3. The restaurants require reservations strictly through their app. Although this was an all-inclusive resort, you cannot book more than one restaurant on the same day. This did not allow me to dine at some restaurants because the available times did not align with my daily activities planned. There was also a $25 cancellation fee, so if you could not make your reservation, the fee would be charged to you. There is also a strict dress code that we were not aware of until we arrived to the resort. You can not wear your vacation attire to some restaurants like MoMo (for example, if you are a croc wearer, no crocs allowed).
The strict rules and regulations took away the vacation feel. Not receiving the room I reserved with no compensation nor solution to the matter was disappointing.
1. On day of arrival to check-in, Moon Palace Jamaica resort overbooked, and had given my room with a balcony away. So, they put me in a downgraded room with no balcony. I expressed my disappointment, as the trip was booked months in advanced, and my reservation was for a room WITH a balcony. Front desk stated there was nothing they could do and referred me to speak to Public Relations the following day when the office was open.
The following morning, I went straight to the Public Relations office to express my dissatisfaction. AGAIN, there was no sense of empathy for the customer, who had paid thousands of dollars for a specific category room, only to be downgraded upon arrival. I requested compensation for the downgrade, they offered $9/day of my stay which ended up being a total of $32 dollars. I felt insulted. In order to receive the $32 credit, I would have to go through a 3rd party. Instead, I requested credit to just use in the gift shop. However, that could not be done. The public relations host suggested that she would give me a call once she found out if there were any alternatives.
The following day, Public Relations called my room for me to come down and sign a contract, as they were willing to give me $100 credit in exchange for not reporting my disappointment with the ordeal. I did not sign, and I was never compensated for paying for a room with a balcony, but receiving a room with no balcony instead for my entire stay.
2. During the night, the power would intermittently go off and on. There was no explanation for this nor announcement for what was happening. It was frightening.
3. The restaurants require reservations strictly through their app. Although this was an all-inclusive resort, you cannot book more than one restaurant on the same day. This did not allow me to dine at some restaurants because the available times did not align with my daily activities planned. There was also a $25 cancellation fee, so if you could not make your reservation, the fee would be charged to you. There is also a strict dress code that we were not aware of until we arrived to the resort. You can not wear your vacation attire to some restaurants like MoMo (for example, if you are a croc wearer, no crocs allowed).
The strict rules and regulations took away the vacation feel. Not receiving the room I reserved with no compensation nor solution to the matter was disappointing.
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Date of stay: August 2024Trip type: Travelled with family
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Room Tip: RUN!
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shawna-Lee Depass, Owner at Moon Palace Jamaica
Responded 7 Aug 2024
Dear Bre B , Thank you for sharing your experience at Moon Palace Jamaica. We deeply regret the challenges you encountered and appreciate the opportunity to address your concerns. We sincerely apologize for the inconvenience regarding your room reservation. It is certainly not our standard to overbook or downgrade without proper communication. We understand your frustration and are currently reviewing our reservation process to prevent this from happening in the future. The power surges you experienced were due to issues from our service provider. We apologize for any discomfort this may have caused and are working closely with the provider to minimize such occurrences Reservation is mandatory for Momo Teppanyaki due to its popularity. For other restaurants, reservations are recommended for large groups or specific dining times. Our dress code is designed to maintain a pleasant dining atmosphere and is listed on the Moon Palace App. We apologize if this was not communicated effectively before your arrival. We aim to accommodate all our guests and will review our booking policies to offer more flexibility in dining options. We are genuinely sorry for any inconvenience you experienced and appreciate your feedback as it helps us improve. If you decide to give us another chance, we would like to ensure a more enjoyable stay for you. Thank you for your understanding. Best regards, Shawna-Lee Depass E-Concierge Moon Palace Jamaica
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
My wife and I had to delay our arrival for one day because of a problem at the airport filling out a new immigration form for US Citizens called C5. I called the hotel to guarantee that they would hold the room. When I arrived the next day at 10AM, they told that a new room would be ready at 4PM. I needed to use a bathroom at 130PM and they gave me a temporary hospitality room but after I used the toilet, I went to use the shower and it had no water! The sink only had hot water so it was very difficult cleaning myself. When I went to the front desk to complain, a supervisor told me that she gave me that room as a courtesy. SOME COURTESY!!!!!!!! Little did I know this was only day one. The next few days featured no water in my room for two more separate days (Thursday and Sunday) and the water situation was so bad that the entire building did not have water and a woman came down in her bathrobe to complain about the situation at 6AM on a sunday. Some of the personnel in the hotel buffet as well as the Palace Tours area were rude and unapologetic. Is this a way to run a hotel? I paid about $600 a night for 5 star service. I get better service at a gas station! Stay away from this hotel at all costs.
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Date of stay: August 2024Trip type: Travelled with family
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Let’s start with the fact that there’s only 1 buffet which led to hangry guests and constant long lines.
Next, the WIFI service was horrible and the AC kept breaking. Imagine in this heat trying to sleep in a humid room. The floors are slippery and my nieces and nephews were slipping and sliding bumping their heads every day.
We had to lay towels down all throughout our hotel room because our children kept slipping and sliding due to the condensation.
Third, the rooms and the bathrooms were so small it’s like they tried to squeeze as many rooms into this place as possible. I’ve never been in such a small room and again with kids this is just not ideal.
Did I mention the AC broke several times!!!!!
Lukewarm water
& on the last day only freezing cold water
No electric city. Entertainment canceled our reservations were canceled without so much as to an explanation of why.
Not much staff working the front desk to field inquiries.
No elevator service so we had to carry our baby strollers up and down the stairs and be careful not to slip as the floors were slippery all throughout this place.
Moon Palace I am saddened that I allowed you to talk us into spending our one and only family vacation at your establishment during the one and only time my family and I are able to gather like this in the year. We spent close to 10k with a certificate you said would give us a discount & for what to watch my nieces get trampled over by the other hotel guests as families scavenged for scraps of food (chicken nuggets & fries) every single day of our 7 day nightmare vacation. As frequent all inclusive vacationers we were all in shock at this experience and I write this as I sit in the buffet with our plastic forks and cups and paper plates.
Imagine paying 10k to eat nuggets and fries with plastic utensils.
Don’t even get me started on the customer service. We felt like an inconvenience to the majority of the staff we came in contact with & this was before the hurricane hit. At times I would rather just go and get my own drinks and grab the utensils myself because they came across as annoyed & overworked all the time. I plan to never return to moon palace Jamaica but will need to return to Jamaica with another hotel to completely reinvent my experience here. I do not want to remember Jamaica this way.
The jerk hut ran out of chicken every day.
The buffet ran out of eggs everyday.
They even told us they ran out of water bottles at one point. Imagine our disbelief as we were a family of 13 (7 children under 10 years old)
We had to wait in a line over 30 minutes for simple foods like pancakes and they even ran out of the batter while we were in line. This place is an unorganized mess.
Seriously, everything that could be wrong with this place went wrong and is wrong.
Not sure how this place got 4 stars because this is functioning as a 2 star hotel. Do not stay here.
Next, the WIFI service was horrible and the AC kept breaking. Imagine in this heat trying to sleep in a humid room. The floors are slippery and my nieces and nephews were slipping and sliding bumping their heads every day.
We had to lay towels down all throughout our hotel room because our children kept slipping and sliding due to the condensation.
Third, the rooms and the bathrooms were so small it’s like they tried to squeeze as many rooms into this place as possible. I’ve never been in such a small room and again with kids this is just not ideal.
Did I mention the AC broke several times!!!!!
Lukewarm water
& on the last day only freezing cold water
No electric city. Entertainment canceled our reservations were canceled without so much as to an explanation of why.
Not much staff working the front desk to field inquiries.
No elevator service so we had to carry our baby strollers up and down the stairs and be careful not to slip as the floors were slippery all throughout this place.
Moon Palace I am saddened that I allowed you to talk us into spending our one and only family vacation at your establishment during the one and only time my family and I are able to gather like this in the year. We spent close to 10k with a certificate you said would give us a discount & for what to watch my nieces get trampled over by the other hotel guests as families scavenged for scraps of food (chicken nuggets & fries) every single day of our 7 day nightmare vacation. As frequent all inclusive vacationers we were all in shock at this experience and I write this as I sit in the buffet with our plastic forks and cups and paper plates.
Imagine paying 10k to eat nuggets and fries with plastic utensils.
Don’t even get me started on the customer service. We felt like an inconvenience to the majority of the staff we came in contact with & this was before the hurricane hit. At times I would rather just go and get my own drinks and grab the utensils myself because they came across as annoyed & overworked all the time. I plan to never return to moon palace Jamaica but will need to return to Jamaica with another hotel to completely reinvent my experience here. I do not want to remember Jamaica this way.
The jerk hut ran out of chicken every day.
The buffet ran out of eggs everyday.
They even told us they ran out of water bottles at one point. Imagine our disbelief as we were a family of 13 (7 children under 10 years old)
We had to wait in a line over 30 minutes for simple foods like pancakes and they even ran out of the batter while we were in line. This place is an unorganized mess.
Seriously, everything that could be wrong with this place went wrong and is wrong.
Not sure how this place got 4 stars because this is functioning as a 2 star hotel. Do not stay here.
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Date of stay: July 2024Trip type: Travelled with family
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Room Tip: Food runs out everyday so you have to be there early.
Don't expect the genuine customer service...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shawna-Lee Depass, Owner at Moon Palace Jamaica
Responded 12 Jul 2024
Dear Muna M, Thank you for choosing to vacation with us here at Moon Palace Jamaica. We appreciate you taking the time to share your review to tell us about your experience. We regret to hear about your experience, and to hear your expectations we met. We sincerely apologize for any inconveniences caused during your stay. Faces with the passing of Hurricane Beryl we were challenged with power outage ( despite having functional generators). We these challenges , we tried out best to satisfy out guests, and make they stay fulfilling. The use of the disposable materials was a quick alternative for dinner the evening after the hurricane. The was only the early part of dinner which was disrupted with a quick power outage. Truth , be told we were not out of food, but as a precautionary measure all restaurants were closed for the passing of the hurricane, except for the buffet. All restaurants were gradually opened to full capacity by the following Saturday. Again we sincerely apologize for any inconveniences , and have shared your review with the relevant department for follow-up. Sincerely, Shawna-Lee Depass E-Concierge Moon Palace Jamaica
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I went to Moon palace with my 7-year old son. Moon palace overall for me was just okay. I am a legally blind person, O felt Moonpalace doesn’t adhere or know how to properly care for individuals with disabilities. When I arrived, everyone just would send me towards “stairs” to get to locations that I needed to go. Knowing I was blind because, I had a cane they they weren’t respectful, courteous or just polite towards me being blind. I did appreciate 2 lovely ladies the bartender at the main lobby bar Monique and Shanakay both ladies were very seeet, polite and helpful. Shanakay helped me by tye pool escorting me and my son to a seating area and would help get drinks, towels and anything else I needed. Monique was very seeet Att he main lobby bar, she helped take pictures, escort me to an elevator (that the main staff never told me about) and assist with drinks and anything else I needed as well. The other staff was just average ti me, not very polite, not helpful and just would state instead of asking if I needed anything else. My housekeeping services were really good, chantel who was my housekeeper was very sweet, gave me towels when I needed and really cleaned and attended to my room professionally and courteously. My son really enjoyed the kids club, it was really cool I like how they have arcade games for the kids, jungle gym and they do multiple activities. The wired lounge was another favorite they have older arcade games for both adults and kids and everything is FREE. My son enjoyed his teachers in the kids club Setirah and Melicia were cool. My favorite restaurant was MOMO it’s an Asian-Terraychi spot, food was INCREDIBLE and so good. I went twice and enjoyed myself both times. NuShawn was a sweetheart very professional and fed us good. The elevator broke the second day we were here, they only had 2 working in the end which was not good because it was hard to have tons of people waiting on the lobby and only 7 people could get on an elevator at a time and the floors went all the way up to 15. Overall the Moonpalace I give it 3-3.5 stars it could be wayyyyy better on customer service and making sure that all guest are treated equally and fairly no matter what the circumstances are.
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Date of stay: June 2023Trip type: Travelled with family
Value
Location
Service
Room Tip: The pool stays crowded, so try to get a spot ASAP. The kids club open 10-12p, 1p-5p, 6-930p.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shawna-Lee Depass, Owner at Moon Palace Jamaica
Responded 13 Jun 2023
Dear JaNeen N , We would like to thank you and son for visiting Moon Palace Jamaica. We would also like to thank you for sharing your experience with TripAdvisor community. We are glad to hear that Monique and Shanakay provided exceptional service. They went beyond to make to feel comfortable. We are glad to hear that you appreciated the wired lounge, Chantel took great care of your room, Nushawn, Setirah and Melissa too were excellent. We will commend them for their great work. We have also noted your dissatisfaction and your suggestion. In order to improve our services, we have shared your review with the team. We will definitely work on improving and providing the best service to our entire guest. It was a pleasure having you and we hope to see you again. Best Regards Shawna-Lee Depass E-Concierge Moon Palace Jamaica
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
You have to pay a daily rate per person for them to come visit and use the facilities. Ochos Ríos is just outside of you just want to go for food with them
Meal plans "typically" are used by internet bookings, or non-members. Last time I checked, the costs ran $90 - 190 more, based on length of stay.
Do not know what today's rate might be.
You can usually find the rate at the end of the booking info. Small print under "Additional charges ".
Hi,Hello, We have a wide variety of drinks brands, depending on availability.
Hi, I am pleased to inform you that the Flowrider is currently undergoing maintenance and will be available for use shortly.
Slide sometimes, flo rider no
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"If you’re a person who likes spa/massage, best experience ever, especially with Simone! Definitely family friendly and good food options!"Read full review
"Avoid 90 min talk, download app and you can reserve resto on morning of your checkin (even before checking in at hotel) and come hungry"Read full review
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PRICE RANGE
$618 - $915 (Based on Average Rates for a Standard Room)
LOCATION
CaribbeanJamaicaSaint Ann ParishOcho Rios
NUMBER OF ROOMS
705
Prices are provided by our partners, and reflect total costs of the stay, including all taxes and fees known to our partners. Please see our partners for more details.
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Claim Your ListingMOON PALACE JAMAICA | UPDATED 2025 All-inclusive Resort Reviews & Price Comparison (Ocho Rios) - Tripadvisor
Frequently Asked Questions about Moon Palace Jamaica
Which popular attractions are close to Moon Palace Jamaica?
Nearby attractions include Ocho Rios Bay Beach (Turtle Beach) (0.3 km), Twin Rivers Getaway (0.4 km), and The Courthouse Gallery And Cafe (0.4 km).
What are some of the property amenities at Moon Palace Jamaica?
Some of the more popular amenities offered include a swimup bar, free wifi, and free breakfast.
Which room amenities are available at Moon Palace Jamaica?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Moon Palace Jamaica?
Guests can enjoy a swimup bar, free breakfast, and an on-site restaurant during their stay.
What are some restaurants close to Moon Palace Jamaica?
Conveniently located restaurants include Juici-Beef Patties, Miss T's Kitchen, and Mom's.
Are there opportunities to exercise at Moon Palace Jamaica?
Yes, guests have access to a pool, a fitness centre, and a sauna during their stay.
Does Moon Palace Jamaica have an airport shuttle?
Yes, Moon Palace Jamaica offers an airport shuttle for guests. We recommend calling ahead to confirm details.
Does Moon Palace Jamaica have airport transportation?
Yes, Moon Palace Jamaica offers airport transportation for guests. We recommend calling ahead to confirm details.
Does Moon Palace Jamaica offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.
Which languages are spoken by the staff at Moon Palace Jamaica?
The staff speaks multiple languages, including English and Spanish.