My family went to Half Moon in 2012 for 12 nights. We were so pleased we booked for the following year 2 days after returning for another 12 nights staying in an ocean front suite. The lay out of Half Moon is amazing. Cottages right on the beach. Huge area to explore, quiet beaches if you want to escape etc. 2013 was so disappointing in so many ways but the worst being the lack of concern the management showed, not once did they utter the words "we are sorry" but instead they made once excuse after another.
Both trips the owner "Nina" (American from NYC) was at the resort. She walks around with everyone catering to her every whim. Even the beach bbq entertainment made the little kids stop doing the bamboo dancing so two of the 10 college students she brings with her could bamboo dance instead. Do parents really want to watch some college students who have been drinking dance or would they prefer to watch cute little kids? Her tables are always surronded by tons of staff while no one will refill your water glass. I spoke with her one day about our poor service and her words "tip more and you will get better service". I was already in an ocean front suite at $800/ night and added the $600/ night food package. Thank you Nina but telling your guests to tip more when I am spending $1400/ night is not appropriate.
Restaurants- tons of staff walking around but no one really doing anything. Numerous occasions only parts of our orders would show up, no one to refill your water glass, lunch would take 1 1/2 hours for simple meals. Would forget to bring out simple things like shrimp cocktail. Tons of excuses, no apologies. We were already paying for the meal plan so were trapped. One night 2 out of 4 entrees were brought to table. Asked where the other entrees were, told would be a wait due to "unanticipated occurence in kitchen". The other two people had finished dessert and we still did not have out entrees. No apologies, just excuse.
We finally went off the meal plan, went to the grocery store up the street from the resort (not the overprices store on property) and got cereal, danishes etc. For lunch I would walk up the street or get taxi sitting out side Holiday Inn and go to Scotchie's for the most amazing jerk in Jamaica for $30 for a family of four. Great food, great service at Scotchie's.
Tennis- Decided to try a tennis clinic. Never picked up a raquet before in my life. They stuck me in a clinic with 6 advanced players and started hitting balls at me. When I told the Pro I was uncomfortable and didn't know what I was doing he told me I would catch on. I left embarassed and in tears. Felt like I was being Punked. Once again no apologies.
Golf Carts- appearently you have to tip to even get the nicer golf carts. I did not know this and the woman was very rude when I asked for the nicer carts that were lined up instead of the old one I was given at $55/ day for my 12 day trip. I guess Nina was right... need to tip for everything.
I would like to point out that there are amazing staff memebers and not everything was poor. We had some adorable people try their hardest to make things better but when the kitchen doesn't have the food ready they can't bring it out. Just got tired of the excuses.
The resort used to be booked for Christmas/ Thanksgiving and Spring Break, they are now offering 1/2 price specials and were far from full and we were there spring break.
They constantly ran out of towels at the pool and on beach and they never got replenished. They never had floats so people were hoarding them and taking them to their cottages so they would have them the next day. It appears the resort is a little run down, can't get booked, has turned over their managment to RockResorts but just not getting any better.
When I went and spoke with resort manager and requested to be taken off the meal plan she did remove us, listened and nodded her head and we left her office. Not once was there an apology. Instead every excuse and kept saying "I can't believe this happened". She never checked back with us or followed up.
I spoke with a very sweet woman from CT with her 3 kids who had the trip from hell. She said the same thing, head nodds paired with excuses. No apologies and never got better.
Adorable couple staying in room next to us had to keep sending back their food.
Mother traveling with her daughters finally stormed out of Sugar Mill after appetizers and main meal being poor quality and cold.
Majority of people at resort were discussing the problems they were having from having to wait for your room for 5 hours when they arrived to restaurant and overall poor service. Everyone said the same thing, no apologies, just excuses.
The day we checked out I called the resort manager to express my surprise that no one would follow up with us. Their exact reply "we like guests to return that don't complain". Thank you Mr Zerunian, we spent over $13,000 for one vacation two years in a row. I am sure there are resorts that would love my $13,000.
I waited a month to write this review hoping Half Moon would write and apologize for our issues but have never heard a word. I suppose those will be the last words ever said to us by their staff "we like guests to return that don't complain."