Grand Palladium Jamaica Resort & Spa - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

17152 reviews

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  deceptive and poor customer service

  I made a reservation for Grand Palladium Jamaica in April 2024 for April 12-19, 2025. We reserved a Superior Suite OceanView with Private Pool. When we arrived, they told us our room had a maintenance issue and they needed to put us in a Junior Suite. To compensate us, they wanted to give us a Moonlight Dinner, but we would have to sign a waiver that would cover our entire stay. I refused to do so (I am not going to sign a waiver about my entire stay on day 1). They assured me that the room we paid for would be ready the next day. It was not. When I went the next day, they told me it still was not ready and should be ready the next day. It was not (sense a theme?). By the next day, it still was not ready. My wife and I did not want to have to unpack, then repack for an eventual room change, so I asked that we stay in the room and just be refunded the difference in price. They said they would have to check with management. Every day I went down to the front desk about my refund, which was probably only about $150, only to get put off until the following day. When we left, they took my email and promised to get back to me in a couple of days. I am still waiting. Finally, I called corporate and they gave me the customer service email. I sent an email, which was forwarded back to the Jamaica resort. I still have not heard back from them. So, all I ever got was the runaround. While there were good things about the resort, which I will detail below, if you have any issue, you cannot count on the resort to resolve it, no matter how small. Another example of this issue: in my new room, the door to the outside patio and plunge pool was malfunctioning. From the outside, it would take all my strength to open it. I called maintenance, they took a look, and they promised to come fix it the next day. They never did. I mentioned this at the desk. Nothing happened. Again, a theme. Before I go to pros, I'll stick with the cons. While there were several nice employees at the resort, especially at some of the restaurants, the employees at the gift shop seemed miserable. I went there several times and it was very uncomfortable to shop there. Room service costs extra so we didn't bother. On to the pros: 1. I really liked the Sunset Cove Beach. Calm water, beautiful tropical scenery and blue/green water. 2. Some of the a la carte restaurants were excellent. My wife needed to eat gluten free, and the chef came to our table to talk to her at both the Italian restaurant and the Japanese restaurants. These chefs were AWESOME! They were delightful to talk to, made my wife special meals, and the food we ate was excellent. I also enjoyed the Mexican restaurant and the Indian restaurant. The steakhouse was ok. We were able to make a la carte reservations 2 days in advance and had no issues making reservations (using their app) at any restaurant). 3. The buffets were ok. On the last couple of days, they stopped putting out gluten free desserts so I had to make a special request. On the positive side of things, we never had a very long wait for a table at any meal time. But I do think the buffets at other resorts, such as Barcelo, were better quality. We went to Excellence Oyster Bay last year and I think I liked their buffets better. 4. The plunge pool connected to our room was great and had awesome views. Conclusion: resort is nice, food is decent, but customer service when you have an issue is not good and they will give you the runaround. I definitely felt like they were feeding me a bunch of BS at times.

  Apr 29, 2025
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  It's a no for me.

  The ocean views were beautiful, and the landscaping was well-maintained and kept. That is where my positive review ends. Maybe it is because I was traveling with a young child and have a schedule I follow, but the accommodations did not feel accommodating. I had to ask multiple times to get a crib delivered to the room, and it was finally delivered late in the evening after our daughter's bedtime on arrival day. Some days, we returned from the pool, and our room still had not been restocked, and we would have to skip that day since our daughter would be napping when they came. The safe in our room was broken, in addition to the mirror that fell off the wall. We had to wait an hour to get access to our room after check-in, and during the wait, we were bombarded with sales folks trying to sell us additional stays and upgrades. Every time we would walk to get a meal, we would be inundated with the same people. I had to have been asked no less than 25 times if I wanted to book a spa appointment. The food left a lot to be desired, and meal times were not ideal (nothing for lunch until 12:30 or 1:00 and nothing for dinner until 6:00 -- which again, if we didn't have a young child, wouldn't have been a big deal). As a workaround, I tried to pack PB&J sandwiches with fruit and veggies to take back to the room, but there were no to-go containers, and I was told it is against the policy to take food back to the room. We enjoyed the one meal at Posiedon, but our daughter had no high chair to sit in. I had to hunt and scour to get her milk and snacks in our room and try to extend the time between meals. The children's pool also closed for construction without any notice. Despite all of this, we managed to enjoy ourselves, and we found some staff helpful and delightful. Overall, my expectation of an all-inclusive is that everything is taken care of and you can fully relax, but instead, I felt like I was constantly having to plan or think ahead to navigate our needs against what was available. Because of this, I would not return to this location.

  Apr 29, 2025
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  Wonderful time had by Everyone!!

  The food was good! The property is nice. Small incidents they were easily fixed. On-site Transport Service is great!! Donovan who seemed very soft spoken is patient and knew the property well! Donovan was amazing!!!!!!!! Very attentive and on point! Paid attention to detail and knew where we needed to go and got us there on time and safely. And remembered where to drop us back off at - when we saw him later. Donavan was very professional and customer service friendly. He answered all of our questions. Again, he seemed to know the property very well. He is very polite too! Thank you Donovan! Definitely recommend the Grand Palladium!!!!

  Apr 28, 2025
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  Best Staffed Resort!!!

  I encountered a young man( Donavan) whose job was to just get me from the lobby to my room and he became our personal guide to the best of the Grand Palladium and Jamaica itself!! He had such a wonderful smile and really loved his job. He exemplified what’s best about the Palladium.. the staff and their courteous professionalism!! Will be back again

  Apr 28, 2025
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  Jamaica trial trip

  Roome given to us was a poor condition with many things that did not work as well as a very strong full smell of mold we asked for room change which was completed but upon arrival to our new room our keys did not work

  Apr 28, 2025