My family and I recently, 8/25-8/30/2020, stayed at your resort (The Jewel Grand, Montego Bay Jamaica) and I wanted to offer you some feedback. Originally, we were scheduled to arrive on Monday 8/24 however, our flight was cancelled due to weather. I called the resort and the front desk staff member I spoke with was very understanding and accommodating she ultimately explained to me that the day/night we missed would be credited back to us upon check-out. Upon arrival we were promptly greeted by the doorman and our bags were stored while we checked in. After sanitizing, we were escorted to the front desk for check-in, we had reserved a 1-bedroom deluxe ocean view suite. We briefly considered upgrading to the penthouse and were allowed to preview it prior to making our decision. Our impression of the penthouse was not so great immediately upon making entry we were met with a strong mildew smell. Walking through the penthouse was impressive, it was very large and very nice. We then went onto the balcony and saw the hot tub it was filled with greenish water and looked as if it had not been cleaned in a long time. We opted to stay with the room we originally reserved C1007. At check-in we were advised that the resort was having a dinner buffet this evening prior to a African Dance show with the Harmony dancers. We opted to give it a try. Prior to dinner we spent some time on the beach. While on the beach staff members were setting up the stage for the performance. The staff members had music playing at a volume so loud that we could not hear each other speak and were forced to relocate to make matters worse a lot of the music had profanity in it. I was shocked by this considering the resort being a family resort. We cleaned up and went to the dinner buffet our first experience with the food at the resort. We are all meat eaters and gravitate right to the roast beef and whole roasted pig both were over cooked and dry. My wife had a shrimp skewer which was also over cooked. Our son, 8 years old, had some pizza and was happy. I moved on to the BBQ ribs and chicken! I was quite happy both were moist and tender, and the sauce was delicious. After dinner we moved to the show throughout the show the music was uncomfortably loud and the show itself was a little surprising for a family environment there were depictions of violence and inappropriate dancing males and females grinding on one another. We ended the night with a scoop of coconut ice cream!!! Fantastic!!! Day 2 Wednesday 8/26 We all slept well and woke up ready to enjoy the sun, beach and pools. We were all blown away by the beauty of the resort. The exterior landscaping and visual presentation are exceptional. We first made our way to the breakfast buffet. All the made to order foods (pancakes, French toast, waffles and omelets) were delicious! Everything else that was premade and supposed to be hot (eggs benedict, scrambled eggs, bacon, sausage etc) were notthey were lukewarm at best. Throughout our stay the stay beach and pools never disappointed! They were the highlight of the trip. Lunch was ordered from the Pelican grill and my son and I loved the roasted jerk chicken we had it every day for lunch. My wife had a chicken wrap and she was pleased. The afternoon brought about a 30-45ish min rainstorm in the afternoon. We made our way to the room and enjoyed a movie together till the clouds moved out. By the time we finished our movie and got ready for dinner several hours had passed. We made our way to steak house Le Bouchen. Upon leaving our room we immediately noticed that the outside walkway still littered with puddles, wet spots and was quite slippery. While waiting for the elevator my son slipped fell and was within inches of hitting his head on the tile floor. Luckily, he was only a wet and scared. We arrived at the main building and I explained what happened to the guest services lady. She was extremely apologetic and concerned. She stated she would have some up there ASAP to get the water cleaned up, sent us a 3 pack of cupcakes and a bottle of wine which we never opened (I dont drink alcohol) it was a nice gesture. Dinner at Le Bouchen was good easily our best meal. We had the lamb, shrimp skewers, and the filet. After dinner we watched the Michael Jackson show..unfortunately it was more of a comedic rendition. We left after a few songs. Day 3 and 4 Thursday 8/27 and Friday 8/28 were both absolutely beautiful weather days, but a repeat of the things Jewel Grand is missing the mark on: - Breakfast buffet made to order items were good and none made to order items were lukewarm at best some were actually cool. - On Thursday Lunch was again ordered from the Pelican grill my wife approached the bar near the pool behind the main building and asked if she could order food there the bartender advised her NO and directed her to walk to the other pool and find a waitress or order directly from the Pelican Grill this was a total shock and disappointment to us we are on vacation why are we essentially waiting on ourselves?!?! - Dinner on Thursday was at the Pierside restaurant (Hibachi) the chef was great and put on a wonderful performance and the food was good. The A/C was broken in the restaurant and it was quite hot. The 2 portable units were not enough to cool the space and were loud. - Dinner on Friday was again at Le Bouchen and again did not disappoint! This time we had a Ribeye, Filet, and the lamb all were fantastic. Friday evening was another show international dances. The actual show was the best of the three we saw.until the end. The DJ/announcer introduced each dancer and allowed them to perform a little solo dance. The 8 ladies went first, one at a time. Each dance became more raunchy then the previous! In my opinion what should have been PG evolved to easily into R rated territory! If I had a daughter there is no way I would want them seeing this or thinking that is how they should be dancing! Completely inappropriate!!!! Every night we went back to the coffee bar for more of that coconut ice cream and unfortunately it was never there again. The final disappointment was coffee creamer or lack thereof! Each morning we went to the coffee shop for our morning coffee and each morning we were told that they only have milk or powdered creamer coffee and not half and half or creamer. We found this to be very strange and highly disappointing. What made it even more disappointing was we spoke to a waiter at one of the restaurants and he told us that the resort does in fact have creamer and that there are a lot of lazy employees there that will get away with doing as little as possible. I was blown away by this. There were three all-stars of your staff that really stood out to us. Two (2) of them were at the Le Bouchen restaurant Peter and Mario were both professional friendly and eager to please. Also, Kemar (beach sports) went above and beyond to accommodate all the beach goers who wanted to utilize the equipment or go for a ride on the HobieCat. He was fun, friendly and really taught us a lot about the culture of Jamaica. I hope this feedback is used to help the Jewel Grand raise its level of service and customer satisfaction!