Jamaica

Wonderful hotel with quaint little coves and hidden spaces for a couple to enjoy!! The staff at this resort are incredible, they will accommodate any request within reason!!

I honestly don't know where to begin and this will likely be long and still not cover everything. After wanting to visit Sunset at the Palms for 8 years, we finally booked it for our first trip post-COVID. We were looking for something special, a smaller place and a more personalized experience. The overwhelmingly positive reviews on Trip Advisor and in a FB group that we joined boast of a place that feels like home, where everyone knows your name, where you will be taken care of. Unfortunately this was not the case for us. Not even close, and we feel strongly that we did not get the experience that we expected based on the level of service we received and we what we paid for this stay. We are good tippers who tip along the way, and even this did not help, so believe me, it wasn't that. We travel a few times a year to all different kinds of resorts and hotels, big and small and mostly in the Caribbean. This was our 4th trip to Jamaica, so we are familiar with the vibe and pace and we have always enjoyed ourselves there. This hotel was probably one of the most frustrating places I have ever stayed. Especially for a place with dedicated concierges that make all kinds of promises but don't deliver. “We will do this, and we will do that” No they won't. I did not get the worry free week that I expected and paid for, instead it was one thing after another. If you have never been here before, you are going to feel very lost. They give you a verbal orientation and a piece of paper with some suggested meal times and that's it. The rest you learn as you go. There should be a booklet in room with all the listed amenities and times, with extension numbers, frequency of housekeeping, process and place to get beach towels, water bottles, etc…Instead we had to learn the hard way, that no one was coming to clean our room, that no one was going to put water in our fridge that didn't work and that we had to ask to be fixes 3 times before anything was done. The day after we arrived it was my birthday and we visited the concierge to see if we could book a couples massage. He said they were fully booked which was understandable with such short notice. However not 30 minutes later we were on the beach and Brenda from the spa came around to try and drum up business. I told her we tried to book for that day but they were fully booked. She said who told you that then she called and made us an appointment for that afternoon. Interesting. That same morning I had also specifically asked the concierge about making reservations for the specialty restaurants. He asked me if I still had the paper he gave me and I said yes, and he said all the times were there. I said, so no reservations? And he said no. So a few days later off we went to line up for the Lotus only to find out we don't have a reservation and we need one. Interesting. I immediately went to see that same concierge and after waiting for a half hour it seems he pulled some strings and was able to get us in. Thankfully, because I was on the verge of pitiful tears because I was just so frustrated at this point. I think he must have saw that and he finally put some effort in. I will acknowledge that they tried to fix things when mistakes were made, but when it's one thing after another, it just doesn't matter anymore. Besides this concierge who seemed to want to avoid doing anything, the main issue was poor staffing levels. The resort just did not have enough staff for a return to almost full capacity like it was the week we stayed there. Especially when there was no buffet. Meals took a minimum of 1 hour, but frequently 1.5 hours, which is understandable for seated table service. What is not acceptable though is to be seated and then not have someone come to your table or even pour you a glass of water for 40 minutes or more, which happened more times than not. Also, what was ordered was generally not received. There was always something missing. Despite being asked about dietary restrictions and promises about accommodating, I did not find this to be the case. Don't bet on it yourself if you have any “special” dietary needs. I don't eat meat, fish or seafood and basically I ate a lot of sides for dinner which were all delicious. The few times I asked specifically for a vegetarian meal, each time I got stir fried cabbage and carrots. I didn't starve but I did eat a lot of bread and cheese to accompany my big salads and rice and beans. For breakfast and the beach grill there are rotating menus that change once a week, I think it was on Sunday. Unfortunately for me, the first breakfast menu that I only had for 2 days had more options for me. The breakfast menu for the rest of my week left me eating bread and cheese and fruit every morning. It would be better if they rotated the menus every 2 or 3 days so it didn't seem so repetitive. I would like to point out though that the food service staff worked so hard, they were running around constantly, but there just were not enough of them to make any meaningful difference to the user experience. They were fighting a losing battle, running around with beads of sweat on their foreheads trying to keep up. I felt really bad for them and I felt bad for us and all the other frustrated guests there. 4 days in we emailed our travel agent who contacted hotel management. With 2.5 days left on our trip the general manager asked to speak with us. She was very nice and listened to our concerns and she acknowledged that there were not enough staff. Said that they lost a lot of staff over Covid and were currently In the hiring process. Well this wasn't going to help us but she did say though that the rest of our trip (a whole 2.5 days!) would make us want to come back. Empty promises anyway, because nothing changed and she did nothing for us, so I would love to know what she was referring to. Our last full day was spent trying to avoid the front desk, to not ask for anything and to do everything ourselves to avoid more disappointment. We gave up on housekeeping halfway through the trip and just made sure we had enough water bottles refilled at the beach bar before going to back to our room. We loved the beautiful beach with lots of shade and space for everyone. The accommodations were very cool and unique. I just adored the cabins, their cozy balconies and all of the open air main areas and the beautiful grounds. I am disappointed though that I will never know what this resort is like during “normal” circumstances because we won't be back,

I brought my family of 4 for our first vacation in years. The room and view were amazing. The grounds, location and pools were great. But the food was lacking. We got food poisoning as did many many others and the selection and quality was lacking. The hotel staff for most part were friendly and accommodating but I would many staff were constantly hustling for themselves and pushing for additional tips and services. Overall I would return at a drastic discount for the location solely . As this was the first vacation I've ever gone hungry on.

This is our 2nd time at this resort and we will return for a 3rd trip. We had no complaints from 2018, but they have outdone themselves during our 2020 trip. Food was even better this time. Absolutely loved all the jerk options. Had lunch everyday at the beach buffet and it was always delicious. Love all their fish options. Ate at the steakhouse 2 different nights and steaks were perfectly cooked. Delicious. Anyone should be able to find something delicious to eat here because they cook dishes from just about every culture and are delicious. The perfect opportunity to try foods from other cultures. Room was always well maintained. Check-in staff were courteous and check-in went smoothly and Tash, our concierge was so welcoming and helpful throughout our week. Nice to see one of our favorite lobby bartenders, Patrice was still here and absolutely delightful to interact with. Our favorite beach waitress, Monique was here again this year and she did not disappoint. All the bartenders and waitresses were so friendly and you could always hear some of the waitresses singing while they worked. The entertainment staff at this resort are phenomenal and even can get the quiet and shy folks participating, which they did with my quiet hubby. These are committed and hard working people and deserve the utmost respect for the wages they make. Tipping is our number 1 priority when we vacation at these resorts and although I have witnessed many who do not, they are still treated well and with respect by the staff. We actually visited the resort next door as an option to upgrade but prefer Rose Hall Beach. Actually saw and chatted with folks from the 2 adjoining resorts and they preferred this one for various reasons. Can't say I blame them. Can't wait to return next year.

We travelled to Montego Bay in July with our 2yr old son. It was our first family vacation, so we were a little worried going to a resort that wasn't centred around kids. However everyone at the resort made sure that we had everything we needed from start to finish. It is a little bit of a older resort, however it is well maintained. Rooms are clean and well stocked with drinks and towels. The pool was always clean. And the beach is well maintained. Because of our son, we ate mostly at the buffet. Buffet had a great assortment of food. Every night there was live entertainment that was enjoyable by all ages. Travis was one of the main entertainers at the resort, and he always went out of his way to ensure we were taken care of and were enjoying ourselves. He also he helped to ensure our son was entertained as well, and even brought him on stage during one of the performances! Janice and Dwayne at the front desk were also very accommodating and helped to ensure that we had everything we needed as new parents taking care of a young one. They ensured a crib was available, and that we a room available suitable for our son's nap time etc. Great customer service. Would highly recommend.

We were part of a 15 person group of young to older adults. We had a great time, and everyone was able to pursue their own goals. Kids stayed up late partying while adults chilled out if needed. The property is pretty incredible and we tried to use and see all of it. Nice to sneak away to the smaller pool occasionally. The restaurants always tried to accommodate us. We ate at a la carte 6 nights. Spent one full day at the beach, which was underwhelming, but pleasant. Normally I would like to swim in the salt daily. Food and drinks were great and the gourmet coffee bar was a perfect day starter. There were many engaging and nice staff members throughout the week. I love Jamaica and just for the sake of variety might chose a different resort next time, perhaps with a longer and sandier beach.

I enjoyed my stay at your facility. The beach was clean and comfortable, the staff were helpful and friendly. On a future trip, I may upgrade my room for a better view. However, I enjoyed sitting on the balcony watching the watersliders one afternoon and appreciated they were only open during the day. Great place for kids with, a beach, pools, and water park. Buffet on the lawn was a hit.

The over all experience was —-loud!the price we paid, I had to big of expectations. The beaches are beautiful, the hotel resort laid out nicely, everything is fairly close to get to. Over all mostly Friendly staff. Food was good, drinks are overkill strong ( like most resorts) there is nobody monitoring your liquor consumption, so be wise and “know your limit,stay with in it” Also ask for less booze so to enjoy your drinks :) There was music everywhere after 10am and not just from guests but the resort itself. (We enjoy a good party day or 2, but not all day everyday.) No music played together,3 different songs playing at the same time from different areas( bar, theatre,an exercise times). It was defiantly noise over load! It was hard to find a place you didn't hear noise be it music or construction with a new build going next door. Don't fall Sick though, they will do nothing to help you. Talked with a family who was very disappointed in the medical helping of an on-site Dr who did nothing for his obvious sick wife ( she was throwing up and having seizures). We did do an excursion that was a bus ride up the mountain with a bike ride down, and a swim in the blue hole. Highly recommend!

We are returning guests and the reason is the feeling of being at a home away from home, staff friendly and accommodating, great jamaican vibe, rooms very spacious and balconies are huge with a beautiful view of the ocean, which is great to wake up to,,also I noticed a lot of repeat vacationers which made our trip like a reunion and even more enjoyable all around

We would have trouble giving this "resort" more than a one out of five star rating. The room was decent, but that's where it ends. Little hot water. Ac did work. Maid service was hit and miss. Entry door had big gaps to let in the nite life creatures. Food was so so. Edible but fish was not fresh. Tried it every day and it was not good. I'm not a picky eater but good fish was not on this address. Exterior of buildings was in need of renovation and face lift. Pool was littered with debris. Swim up bar runs out of beer, tequila and whiskey daily. White wine was warm. And sometimes hard to find too. Their cleaning of used glasses was not with hot water. Beach was not as mentioned. Full of rocks. No activities around pool. Only aquasizes. No music around pool. Place was seriously lacking!! The cats were entertaining, lots of them around. Would not recommend.