Sunset Jamaica Grande Resort Spa All Inclusive

I am extremely frustrated and disappointed with my experience at this hotel. After spending a significant amount of money on our stay, I expected a much higher level of service. We arrived and checked in around 6:00 PM but did not receive our room until approximately 9:00 PM. We were in town for a wedding and had an event to attend shortly after arriving. Because our room was not ready, we had to rush and change in my sister's room just to make it to the event. The check-in process was incredibly slow and stressful. When we finally received our room, we discovered there was no water available, which meant we couldn't even shower after waiting hours to check in. To make matters worse, I paid an additional $650 to upgrade our room based on the amenities I was promised, including an extra bed that would be set up for my son before our arrival. Instead, we waited until nearly 11:00 PM, only to find that the bed had simply been dropped off in the room without being assembled or prepared. We had to rearrange the furniture ourselves to make it fit. I took photos documenting how the room was left. Originally, I was offered a room with a balcony for an additional $200. However, when it came time to assign my room, I was told that option was no longer available. Instead, I was placed in the honeymoon suite and charged an additional $450 on top of the original upgrade, bringing my total upgrade cost to $650. Unfortunately, the upgraded room did not deliver the experience or service that was promised. What makes this even more disappointing is that our wedding party had approximately 100 guests staying at this hotel. Collectively, our group spent a substantial amount of money, and this is not the level of service anyone should expect. I initially contacted Guest Services regarding these issues and was told I needed to visit Guest Relations in person. Because we were only at the resort for a short time and had wedding events scheduled throughout our stay, I didn't want to spend that valuable time sitting in an office filing a complaint. Instead, I submitted my concerns online, yet I have still not received any response. To make matters worse, the bride also raised concerns on behalf of many of the wedding guests, and even those complaints appear to have gone unanswered. The lack of communication, poor customer service, excessive check-in delays, broken promises regarding the room upgrade, and failure to address legitimate concerns have made this one of the most disappointing hotel experiences I have ever had. For the amount we paid individually and as a group this level of service is simply unacceptable.

We had a great stay at Moon Palace Jamaica. We tried every restaurant on the resort, and all of the specialty restaurants were exceptional except for Pier 8, where we found some dishes to be overcooked and a bit bland. The buffet, pastry bar, and snack options were all impressive, and the jerk hut was a standout for good reason. The resort was well laid out and easy to navigate. We enjoyed the swim-up bars, nightly entertainment, and being able to use our resort credit in the shops. Overall, we had a wonderful experience and would definitely return.

Wonderful entertainment team. They keep us entertained all day long