Jeong Eun Joo
This is my first time ever writing a Google review in my life — that’s how serious this is. And this is just how I feel on the first night of our vacation.
I’m being completely honest — if you’re reading this review to decide where to book your next vacation, do not choose this hotel.
It’s ridiculously overpriced for what you get. The facilities are outdated, the service is poor, and the whole place feels like a chaotic market. This is absolutely not a 5-star resort. You can hear showers and conversations from rooms above, below, and next to you. The air conditioning is extremely loud.
Those pictures of the kids’ club and water park? Completely misleading. They may look big and amazing online, but in reality, they’re small, crowded, and underwhelming. The kids’ club area is chaotic and unsanitary — it feels more like abandonment than supervision. Do not leave your children there.
The room amenities are low-quality, and many basics weren’t even provided. Our toilet was old, rusty, wobbly, and had a bad smell. There were bugs in the bathroom. The bedding smelled sour — I had to ask for new bed sheets and pillow covers just to sleep.
There are so many areas of the property that look completely neglected and poorly maintained. Even the landscaping looks unkempt and uncared for.
If you’re hoping to enjoy a relaxing beach vacation, this resort is definitely not the place. The ocean is brown and completely covered in seaweed. It looks nothing like the beautiful, clear water shown in the promotional photos. Don’t be fooled.
To the resort: please stop replying to reviews with empty, copy-paste apologies. It’s clear you’re not sincere.
Let me give you one example of how bad the service is — I needed hair conditioner, so I called housekeeping. Two hours later, still nothing. At night, no matter where you call, one person answers everything and always says, “I’m on my way, I’ll prioritize your request, sorry…” and then nothing happens.
I’ve stayed at many places in my life, and I’ve never experienced a resort this disappointing — and again, this is only day one.
Jessica Poulin
This place was amazing, me and my family were astonished by the service and by so many choices and activities to do. We loved the grand buffet and the room service was super quick. Staff was also a favorite part for us. We had the honor of meeting a young gentleman by the name of Angel C. He was very helpful with giving us tips and telling us which restaurants were ppls favorites! We signed up for our next vacation at the moon palace Jamaica! We look forward to coming back!
Erica Ramos
The resort has a lot to offer. Great for families and younger kids. Maybe not so much for older kids. The water park and kids club pictures and ads can be misleading so beware.
Lots of options for food. I was so surprised that the food in most places was actually good. That is the one thing that really made my stay worthwhile.
The lack of maintenance throughout the property was a big disappointment. Dirt pools. I was surprised to find out our resort was not that old by the conditions of the common areas and room. I thought it was much older due to its state.
Extras you buy like at their convenience store are super expensive. $120 for sunglasses you can get at a Walgreens. And good luck trying to use your resort credit. Most things are not included or limited.
It’s a 50/50 for me. Definitely not luxury, it’s pricey.
Julia Bortan
Boring for a family with kids around 6 years of age.
Pros:
- Amazing food
- Well-kept, clean premises and rooms
- Plenty of clean pools
- Most of the staff is friendly and helpful (see cons)
- Very nice Spa (if you can make an appointment)
Cons:
- Boring! Very little entertainment especially for kids.
- Bellmen and entertainment reservations staff is rude
- Beach is horrible (mirky water with lots of seaweed)
- Checkout process is a nightmare
- They give out too many resort credits through their sales-pitches which results in spa appointments being completely booked out several days in advance and unused credits at the end of the stay because there's nothing to use them on
Basically we were bored after 3 days. Overall, this hotel would work better for older people who want to play golf and enjoy the spa every day. Would not recommend for families with younger children.
Adrianne Zaragoza
The cost of everything does not match up to the quality of service. Firstly, we had reserved private transportation and even had confirmation numbers. When we arrived at the airport we were informed that we did not have private transportation reserved and that there was no one we could speak to so they could fix THEIR mistake. Next, they forgot to include one of our family members in the amount of passengers. Also, once we finally got checked in to the hotel, they took almost 2 hours to bring our luggage to the room.
My Booking
