Most helpful review
New Reviewer

To change a day pass from the 27 march to 26 march 2022

Moon Palace Resorts - To change a day pass from the 27 march to 26 march 2022
No ,no answer to calls made hotel. Want to change day pass from 27 March to 26 March 2022. Please assist .

User's recommendation: Very excellent.

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ID
#3419930 Review #3419930 is a subjective opinion of poster.
Location
May Pen, Clarendon
Pros
  • Family friendly resort
Preferred solution
Change the date of the day pass to 26 March 2022.
New Reviewer

Paid for a Club and Never gave the Money back

We loved the Resort and the kids wanted to come back every year, so we took a Class and they sold us a Club Membership I paid $250 and for 6 months I paid in total more than $1,000 but we needed to stop paying for some financial reason in a Credit Card fraud it happened to us, when we tried to activate back they told us we needed to go back on our own and take the class again to do a new account that we lost the money, I told them I understand but I was wanting to pay a stay from July 8 to 13 2022 to have our kids back, and if they can do a Promo price since I lost the money and they said NO, Is a shame they couldn't work with us.

User's recommendation: Dont take the Membership Class.

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ID
#3594686 Review #3594686 is a subjective opinion of poster.
Location
Mesquite, Texas
Service
Moon Palace Resorts Moon Palace Cancun Vacation Ownership
Pros
  • Great resort
Cons
  • Membership dont work and no refund
Loss
$1000
Preferred solution
Price reduction

Mangement Respond Quickly

Unprofessional personnel at reception gaslight and talk down at customers. The management listens to our concern attentively.

User's recommendation: Request room change through hotel app.

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ID
#3581361 Review #3581361 is a subjective opinion of poster.
Location
Kenner, Louisiana

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Verified Reviewer
New Reviewer

Refund

We paid for four nights from 5/11 to 5/14 but stayed there only for 3 nights . Our hotel stay was thru classic vacations . I called classic vacation but they want to confirm with you that we stayed for 3 nights not four nights . I request you to call classic vacations at 1 80* ******* and confirm with them that we stayed for 3 nights only . My name is ketaki Dave and I was in room 1547 from 5/12 to 5/14 th . My phone no is 940453****
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ID
#3581020 Review #3581020 is a subjective opinion of poster.
Location
Southlake, Texas
Loss
$300
Preferred solution
Price reduction

Ins claim

I got robbed at moon palace in Jamaica. I'm not getting any response from the hotel after the police report was filed with the hotels ins company. I'm very upset how this 5 star resport has handled this situation to this point.
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ID
#3433992 Review #3433992 is a subjective opinion of poster.
Location
Roscoe, Illinois

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Verified Reviewer
New Reviewer
Original review updated by user Mar 22, 2022
To Whom It May Concern:I was recently a guest at Moon Palace The Grand in Cancun from March 12th-20th. Reservation numbers 1452**** and 1452****. We were in room 94-362. I would like to make you aware of several situations that involve fraud and theft by your employees...
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ID
#3425854 Review #3425854 is a subjective opinion of poster.
Location
Platteville, Wisconsin

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Verified Reviewer
New Reviewer

Double charge

Double charged me for a package. Tryed to call can't get an answer. If the answer I will tell them to put the extra money on my bill. If I don't hear back I in the next 24 hrs I am going to dispute the charges and get a new card.
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ID
#3235259 Review #3235259 is a subjective opinion of poster.
Location
Greer, South Carolina
Loss
$290
Preferred solution
Full refund

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
New Reviewer

Timely communication

It took 3 weeks to get initial questions answered prior to receiving the contract. I paid $250 on 10/12/21 to reserve my ceremony date at moon place Jamaica. My travel agent sent in a request for room blocks 10/25/21. It is now going 4 weeks and we have yet to hear back from anyone to approve the room block! When I try to contact the 1-800 number online my call is disconnected. I have tried emailing people. Customer service does not exist with this resort! Your money is taken and you cant inquire about nothing. Just wait and pray someone will contact you. I have never been married before and didnt expect for the planning process to be a nightmare. The amount of money my wedding party intends to spend with this resort does not equate to the kind of customer service I should be receiving. My guest were excited and now I have to find a new resort and pray that my ceremony date is available.

User's recommendation: Dont waste your money or time.

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ID
#3090808 Review #3090808 is a subjective opinion of poster.
Pros
  • Family friendly resort
Cons
  • Customer service for booking weddings is horrible
Preferred solution
Deliver product or service ordered

Terrible customer service.

Terrible customer service. They said the moon grand is now set resort and will not on my contract. I have called five times to try to resolve this dispute and nobody will helping out
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ID
#3063086 Review #3063086 is a subjective opinion of poster.
Location
Bradenton, Florida
New Reviewer

Drugs and stolen property being sold on premise by worker

I went to ochio rios Jamaica palace resorts moon for my 25th wedding anniversary 1st day there I was approached if I wanted to buy marijuana and some sorts blue coffee im from new York and and a police officer I get away for some nice carribean time and to enjoy my 25th wedding anniversary but instead I get hit with this the 1st day when I got home I wrote aemail and I soke to head of security and apublic relations person and nothing was done the resort has cameras everywhere but security keeps there eyes closed on there own it seemed I complained for two months and nothing was done im apresidential member for 15 yrs and I was totally disregarded and was offered nothing in return I asked for the owners emails so icamn write then direct I was hung up on
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ID
#1421552 Review #1421552 is a subjective opinion of poster.
Location
New York, New York
Cons
  • Drugs being sold and stolen property
Reason of review
DRUGS BEING SOLD ON PREMISE
Loss
$4000
Preferred solution
Let the company propose a solution
New Reviewer

Moon Palace Scam- Beware!

While Moon Palace is a nice place to visit, my wife and I had a serious lapse in judgement when I purchased a membership program with them. We have owned time shares through US based companies in the past (Marriott) so may have been under the false impression that all “large hospitality companies” operate the same way. Since purchasing my membership, I have experienced nothing short of deceptive, non-responsiveness from people at Moon Palace. Every time we call to make a reservation we are lied to, told a different story by whoever we speak to on the phone and/or cannot speak with a manager/supervisor. I showed our contract to our attorney in the US and he stated that parts of it are written in a way to be extremely deceptive and could likely be challenged in court in the US (if we wanted to spend the money, which I am seriously considering so that other Americans don’t fall into their trap). Our latest experience involved a referral program that Moon Palace highlights as a key “member benefit”. We brought two families to the resort (the first time we brought someone they failed to mention that they had to close their kids’ water park due to safety when we made the reservation) within a calendar year, which is a significant expense, under the belief that we would qualify for an all-expenses paid referral week. We confirmed when making the reservation that we did in fact qualify, then when we went to redeem we were told that people we made the reservations with (and paid) misunderstood the time periods in our contact (one year is only 9 months in our agreement) and they would not honor the week. We can’t get anyone to respond to an e-mail because they don’t want to have anything in writing. Please don’t make the same mistake we did! When they approach you about going on the tour and getting additional credits, don’t do it. You don’t need the credits. I think we have 3k “come again” credits because you don’t want to leave the resort too much due to all the safety concerns in the area outside Moon Palace.
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ID
#1415638 Review #1415638 is a subjective opinion of poster.
Location
Cancun, Quintana Roo
Service
Moon Palace Resorts Moon Palace Cancun Vacation Ownership
Reason of review
Not as described/ advertised

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