Review Time
I don't post things like this, but after months of trying to resolve this privately with no meaningful response, I'm sharing what our family experienced at Moon Palace Jamaica from December 24 to January 3.
We had actually second guessed this trip after the hurricane and considered canceling. Ultimately, we decided to go ahead because we wanted to support Jamaica and its tourism industry during a difficult time. We confirmed the resort and area were in good shape and felt good about the decision. I share that because this post is not a reflection on Jamaica as a destination. It is about one resort that failed our family in ways that should matter to every traveler.
We were a large family group that traveled together over the December school break, including older teens and young adults. Two of our members have serious food allergies. What we encountered was not one bad day. It was a pattern of safety failures and zero accountability.
Two members of our group have separate medical dietary needs. One has a severe nut allergy. We notified the resort in advance, gave allergy cards to the hostess at every meal, and communicated directly with our servers every single time. They still served allergens. When the reaction happened, the staff were more focused on billing us for a bottle of wine than helping. My daughter has Celiac disease and was given conflicting, incorrect information about safe menu items throughout the entire trip, including being told the jerk chicken was safe. It had been soaking in beer (beer contains gluten), or that she could eat the tortilla chips that had come from a shared frier.
My husband broke a toe on an unmarked hazard at the gym entrance. After reporting it and seeing the nurse, the signage appeared the following day.
During the evening Circus show, we witnessed a resort employee commit a serious act of indecency (this post would be banned if I wrote it in detail) in a public area directly behind the theater. The area was packed with families. A member of our group was directly targeted and signaled to stay silent. There was no security anywhere near the area. My husband stood guard while our children, aged 15 to 24, watched as I went to find help. The employee barricaded himself in a stall and refused to come out. The resort subsequently fired him, confirming this was exactly as serious as we reported.
Our underage daughter was served alcohol at a resort bar without any age or wristband check. This resulted in a situation requiring overnight monitoring. The legal drinking age in Jamaica is 18, under Jamaican law, and resorts are held accountable.
We were also told in advance that a specific rate would apply for our son. When he arrived later in the week, we were told he could not stay without paying a significantly higher rate. At checkout, our luggage was withheld, and they would not cut off our bracelets until we signed for disputed charges we had not agreed to.
Throughout this, local management acknowledged that they do not have the authority to resolve anything. Every decision goes through corporate in Mexico.
I understand many guests have positive experiences here and never have to see this side of how the resort operates. I'm sharing this so families, especially those traveling with children or anyone with medical dietary needs, can make an informed decision before they book.
We signed up for the membership in Jamaica- they get you on day one- before you see the cracks. My daughter was 12, and they say kids 17 and under are free... so I figured a worthy investment for next many year. I negotiated the price down to almost nothing, so phew! Just went to Cancun to use it for the first time... :/. First, no member check-in/check-out line. No resered seating for layman member around the pool. No priority reservation. No seats sectioned off for the show... No special food. Special access... nada, nunca! I was supposed to have free private transport to and from the airport... no one was waiting... called the hotel, they told me next bus was coming in an hour and a half... spent $147 to get to hotel... not reimbursed... told me I didn't call the hotel... hmmm. So, part of the membership is with a sister company... that is how I will be using this membership. I feel bad for all those that paid full price. @palaceresorts, show me how I am wrong.
I'd give them zero of I could. Membership is an absolute con. Costs thousands but when you try and book its barely any cheaper than booking as a member of the public. Plus I tried to book for the new resort only to be told a certain room type wasnt a part of my membership, but if im not a member I can book that room type direct with the resort!!! The sales team suckered tou in with all the fancy presidential suites and false promises. DO NOT SIGN UP!!!!!
We have been members for about 7 years, the resort itself is nice. The food is not great but they have good attractions for kids however their customer service is -100/10. If you ever need to call for something just know that your problem will NEVER be resolved. I had sooooo many issues with customer service I can’t event start writing about them all.
We purchased a Palace Elite membership at Moon Palace Cancun based on specific representations that the Imperial Week benefit could be used by our family of five, with an addendum presented as addressing the two-adult limitation.After purchase, the benefit has been applied in a way that does not provide a room suitable for five occupants, instead requiring additional fees in a room designed for four. This differs from how the benefit was presented during the sales process.We made extensive efforts to resolve this through reservations, legal correspondence, and executive escalation. The matter was ultimately declared “final” without addressing the core issue raised.Since then, we have continued to be directed back to the same initial contact channels, resulting in a repeated cycle without substantive response or resolution.Formal complaints have been submitted, and the lack of engagement at this stage is notable.
I don't post things like this, but after months of trying to resolve this privately with no meaningful response, I'm sharing what our family experienced at Moon Palace Jamaica from December 24 to January 3.We had actually second guessed this trip after the hurricane and considered canceling. Ultimately, we decided to go ahead because we wanted to support Jamaica and its tourism industry during a difficult time. We confirmed the resort and area were in good shape and felt good about the decision. I share that because this post is not a reflection on Jamaica as a destination. It is about one resort that failed our family in ways that should matter to every traveler.We were a large family group that traveled together over the December school break, including older teens and young adults. Two of our members have serious food allergies. What we encountered was not one bad day. It was a pattern of safety failures and zero accountability.Two members of our group have separate medical dietary needs. One has a severe nut allergy. We notified the resort in advance, gave allergy cards to the hostess at every meal, and communicated directly with our servers every single time. They still served allergens. When the reaction happened, the staff were more focused on billing us for a bottle of wine than helping. My daughter has Celiac disease and was given conflicting, incorrect information about safe menu items throughout the entire trip, including being told the jerk chicken was safe. It had been soaking in beer (beer contains gluten), or that she could eat the tortilla chips that had come from a shared frier.My husband broke a toe on an unmarked hazard at the gym entrance. After reporting it and seeing the nurse, the signage appeared the following day.During the evening Circus show, we witnessed a resort employee commit a serious act of indecency (this post would be banned if I wrote it in detail) in a public area directly behind the theater. The area was packed with families. A member of our group was directly targeted and signaled to stay silent. There was no security anywhere near the area. My husband stood guard while our children, aged 15 to 24, watched as I went to find help. The employee barricaded himself in a stall and refused to come out. The resort subsequently fired him, confirming this was exactly as serious as we reported.Our underage daughter was served alcohol at a resort bar without any age or wristband check. This resulted in a situation requiring overnight monitoring. The legal drinking age in Jamaica is 18, under Jamaican law, and resorts are held accountable.We were also told in advance that a specific rate would apply for our son. When he arrived later in the week, we were told he could not stay without paying a significantly higher rate. At checkout, our luggage was withheld, and they would not cut off our bracelets until we signed for disputed charges we had not agreed to.Throughout this, local management acknowledged that they do not have the authority to resolve anything. Every decision goes through corporate in Mexico.I understand many guests have positive experiences here and never have to see this side of how the resort operates. I'm sharing this so families, especially those traveling with children or anyone with medical dietary needs, can make an informed decision before they book.
I took a membership with Palace Resorts in Jan 2024, since then so many issues happened and we have not be able to use the membership so-called benefits despite paying the full membership amount ahead of the time! They are so dishonest and so inefficient. Our membership with them was one of the worst mistakes we ever made.
We’ve been members of palace resorts for 16 years, and until this year have been very pleased. Long story short, we were told that we had earned a free stay for one week, and when we called to confirm, they said it was a mistake, and they wouldn’t escalate it. Worst customer service I have ever experienced. I will never again recommend palace resorts
I booked a trip to Moon Palace resort Cancun using Booking.com. I booked the hotel on a 'pay at the hotel' basis and didn't expect for a minute that the hotel would decide to charge my card without permission 9 months ahead of our travel. I was debited for $8,700 which caused me bank charges, FX charges and used all of the available credit on my card. I immediately cancelled the holiday and was told that I could expect to receive a refund within 2 weeks, but nearly 5 weeks on, no refund has been issued.
I would rate this place 0 stars. Staff was horribly rude. As a diamond member this company is going to court. Not in 1 year In this moment. They said we could have an 2 day exstention. The family said hm.. Hour later we cant get it. They only offered it for us. Sat there for around 4 to 5 hours. And got 3 days. Diamond memeber best rank. I feel poor at moon palace i repeat do not go. No matter your rank they will give you the hardest time of your life. Once we go our 3 day exstention.. They locked us out. They said they didnt know when another room will be ready they said a fewmore hours. no. Thats what we are not gonna do. Not to mention they locked us out 2 times. No waring just locked us out. Palce resorts. Get ready for court im suing you for 1 million. Take that.
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