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.
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