Royalton Resorts

I sadly lost my brother earlier this year in tragic circumstances and naturally have been feeling low. A relative booked a break for herself at Royalton Splash Punta Cana, in the DR & after some thought, I decided to join her in the hope a break in the sun would help lift my mood.

I couldn't get the complete package with TUi for the same date as my relative had booked, ( flight, resort & transfers) but managed to book same flight with TUi & resort via another well known holiday booking site. I booked a luxury room of my own. Please note I suffer with anxiety.

Upon arriving to the room, there was a very noticeable smell of damp. The room seemed basic with absolutely nothing beautiful or luxurious.

I've stayed in other hotels & Air bnb's that far exceeded this 'luxury room'. I was given a room with 2 double beds; one was so creeky just sitting on it. Plain (not so white) sheets on the bed-nothing else- no colourful end of bed material/ throws to add a touch of colour. The bathroom is in need of redecoration & smelled damp.

All the towels were of the same size, with no hand towels provided. The toilet seat was not secured firmly as one hinge was broken. The overhead shower was not fitted to the wall as securely as it should be. The hand basin is in the room itself, so after using the toilet, you have to then open the door to go back into your room to wash your hands.

Far from hygienic. I left the door slightly ajar after a couple of days. There were clear signs on the bathroom wall tiles, that no effort had been made to clean the tiled walls. There is damage to some of the tiles.

There was no hairdryer but there was an iron & ironing board.

There is a safe that works. Shampoo, conditioner & body wash were provided, which was a bonus as I'd forgotten my shampoo. Face flannels were provided for the first 3 days, then suddenly stopped. I'd used these as hand towels so then had to use a bath towel & them seperate so I'd know which was which.

The coffee machine is difficult to figure out & I must have over-filled it as it spilled over.

Whilst I tried to clean this up, there was a stain on the floor, which stayed there for 3 days until I had to ask for the floor to be cleaned. I'd also felt the stone floor wasn't being cleaned daily ( wondered when it had actually last bern cleaned) as I was picking up dirt on my feet. I'd forgotten to pack my slippers or flip flops and no slippers were provided. In the end, I wore my beach shoes in the room.

I asked 3 times for milk/cream for the room, received none!

The food in the self service Buffett restaraunt was good (I've since read complaints by previous guests) but we thought it was fine with a good selection of food including vegetables & salad. The breakfast selection is good but no muesli or granola. One bug bear is that there is no salt or pepper on the tables or anywhere in the restaraunt and when I asked for pepper, I was given a small sachet. There are also no teaspoons or cereal/ dessert spoons set out & you have to ask!!

No Rose wine stocked at Splash however, you can get some next door at Punta Cana

It was my relatives birthday on day 2 of our visit so we booked a table at the Italian restaraunt Bellini. What a huge disappointment. The menu is weird with hardly any variety & after the starters of bland tasteless Fettucini Alfredo (I know right, very odd choice but the starters & main courses are all pasta or pizza), we left. The starters and main course were brought at the same time & when we objected, the Maitre De seemed annoyed with us.

This is NOT 'Italian' food. This debarcle was so disappointing as it was meant to be a birthday celebration.

The Mexican restaraunt was closed whilst we were there so not an option.

Towels are provided at the pool which is good, and we took these to the beach also. The lovely beach is at the sister resort of Royalton Punta Cana, which you can walk to in about 10-15 minutes, or make use of the complimentary trolly bus. Royalton Punta Cana is beautiful & I'd actually double booked in error, reserving a room at both resorts.

I wish now I'd cancelled Royalton Splash instead once I'd realised my error. Oh well! Guests of Royalton Splash are free to use the pools & bars at Royalton Punta Cana & other facilities, but as we learned, not the restaurants

Due to a complaint we made concerning an issue with a waiter at Royalton Splash, and another incident, we were invited to a complimentary delicious steak meal at Royalton Punta Cana, & the weekly bean BBQ, at Punta Cana however, the BBQ was postponed for whatever reason ( maybe the weather as there had been a fair bit of rain for a couple of days), and we were leaving on the alternative date.

The staff are overall, polite, friendly & helpful but there are a couple of waiting staff who really should not be in the customer service sector.

Our best staff experience, was most definitely with the guys at the Royalton Splash, experience tour desk. 10/10 for friendliness, smiles, knowledge & generally being so helpful.

Well done to them. Our best day was doing the multiple activity day, zip lining, horse riding ( my first time doing can't & it was great) and the buggy rides. Absolutely brilliant. Make sure you pack footwear you don't mind being ruined by muddy water, a change of clothing, a head tie to keep your hair free from muddy water, a towel & a credit card to pay the photographer who will follow you around all day filming.

Well worth it.

I mentioned earlier that I suffer from anxiety.

This was the reason I didn't make a fuss re: my room as I did not wish to risk any arguments that would then, spoil my holiday even more. The room was poor but I made the most of it.

Pre arrival I booked my included shuttle transportation to and from hotel. Once I landed nexus couldnt find my reservation even tho I had it on my phone to show.

Then i landed at the airport and it took at least 45 mins just to verify my reservation. No actual number to call only via teams messaging. Then i arrived to hotel and the room was supposed to be ocean view partial. No partial view unless youre hanging off the balcony ready to jump.

Asked about room immediately after checking in. Was told to come back in the morning. Needless to say in returned 3 times. My concierge Chantel spoke with staff/ supervisor and she blocked off a room for me, was told to come at 5pm.

At 516 I arrived and waited for 1hr 15 min before being assisted. Then was told by front desk they didnt know this supervisor and no room was blocked for me. No one looked or checked at all. On the third day I was talking with front desk with no resolute asked for manager or supervisor, apparently they were unavailable.

I asked for corporate or customer complaint no staff knew the number and told me to look it up myself for further assistance. Spoke with Omar very rude, Theodore was helpful stated he found a room and to come back in 30 min only to return and he went home without passing on any information. Supervisor Nakeisha never seen her or recorded any validation on promises made with concierge Chantel. Demar poor service service, never mentioned he was a supervisor when logging for escalation resolve.

Never offered guest services or room upgrade. Supervisor Krysten and guest services manager Christine was helpful to their best abilities. They both assisted in transportation to airport from hotel/ resort. Rotation cancelled my reservation for transportation even though it was covered in my overall price.

The nexus employee recommended that I pay $70 for a taxi and try to get refund from company. How does that work with no customer service. When I golfed customer service the operator referred me to guest services which I wasnt informed by front desk that they would be helpful in assisting me in all my issues. Overall very very disappointed in my stay when compared to the other royaltons.

Oh for food around 3pm there was no options the cafeteria was closed and both jerk huts ran out of protein and didnt know when meat would come to stations. Ive never been to an all inclusive with no food options available. Very disappointment for my anniversary. So sad and disgruntled I didnt allow staff to decorate my room.

Most horrible out of country experience ever. I will never return to location. Was told the resort was in Montego Bay out to realize its in Falmouth. False advertising.

Then at check out I asked for receipt was told that company dont give those out then once staff did print once she gave me someone elses.

Luckily I didnt get in shuttle bus. The entire pride for the receipt was because my nexus transportation was cancelled bc royalton had it as if I never checked in. The person or department that deals with that issue only work Monday-Friday and my issue occurred on Sunday. The bus was due to pick up at 1055 and I was only approved at 1050.

Was dealing with issue from day prior and again from 9am until I left. Disappointed customer

I dont know where to start. This isnt our first time staying with Royalton Diamond club weve visited Antigua and st Lucia but this is our first and last visiting Jamaica Royalton.

1.

2 rooms were booked under Brennan Johnson 2202 and 628.

The air conditioning in room 628 was not working a complaint was put in the day we arrived. It took maintenance 2 days to actually come up to look at the issue. Being hot and uncomfortable was clearly not a concern. Having serious health conditions being uncomfortable in this heat can be detrimental to my health low and behold upon checking out I had to see the nurse due to going into a full blown sickle cell crisis due to the discomfort.

The AC panel was never fixed and was told they would switch our room and that was NOT THE CASe. 5 days of discomfort and no one seemed to care. The customer service and empathy wasnt there.

2. Our butlers, Odane and Kevoy.

Reaching out to the WhatsApp group chat actually made no sense because things werent done in a timely fashion.

Texting at 845/9 am to receive a response at 2-3pm is actually unacceptable. If the resort cannot deliver the service you should not offer it. Weve had amazing, apologetic empathic butlers in st Lucia and Antigua who went above and beyond to satisfy our needs. Down to the last second of us checking out we encountered an issue.

Our bags werent downstairs waiting for us and we told them from the night before the time of our departure. Booking our dinners was annoying, kevoy actual made a good effort to get us into the hibachi restaurant. I can give credit where it is due. But the entire stay was a waste of money and time we could have stayed somewhere else on the island.

Weve been diamond club members for 6 years and this was actually the worst experience. We came to celebrate our anniversary and it was ruined our room

The restaurant's had little to no food available on the menu. Ackee but no salt fish, dining at a Jamaican restaurant but no Jamaican food available. The servers looked miserable, literally have to beg for a straw.

Every day we were told whats on the menu is not available which was frustrating we had to spend more money outside of the resort just to enjoy a decent meal. Why pay for an all inclusive resort just to go outside and pay more money. Its frustrating and disappointing. The workers look so unhappy.

The quality of the food and service was disappointing we did not enjoy our stay. I intend to write reviews on trip advisor and put in formal complaints with headquarters as to why this establishment is low in quality in just about every area.

4. The air conditioning in the lobby, in the sports bar and my room was just about the same non existent. Which is unacceptable on a hot island.

5.

The workers were lazy and dragging their feet. They were very nice when they approached you because 80 percent of the men workers were selling marijuana or edibles on the resort. That was the only consistent thing.

6. The buffet was filthy.

Seen a worker use their hands to spread the cheese on the omelette. The tables were filthy the silverware was dirty and the lines were unnecessarily long just to be seated while the place was so empty.

It just made no sense !

I advise someone to get back to me regarding this matter and complaint. I intend to take my complaint to the top of the chain.

Thank you

I booked our anniversary trip on Vacation Express for June 23rd through June 30th of 2024. Part of why I booked with Royalton was a promised resort credit ($300 or $600 to go Diamond) that could be used for the spa, cabana rentals, or excursions.

So, a massage was booked for my wife and me. It was $360 for the two of us. I said I wanted to use my resort credit of $300 towards it and they said all they could do was $50 of the $300, like a coupon book. I asked where that's stated and they said it should have been mentioned when checking in.

It wasn't. If it had been, I would have used it appropriately and would have been pissed. That's false advertising.

Also, this was just one of many things that will make us want to scream about how much of a scam this resort is. When we finally got the "coupon book" it had nothing about excursions.

We were book through AAA and Pleasant Vacation to Mystique in St. Lucia.

I am writing to demand some type of reimbursement for our trip. Our trip total cost was $5,778.00. We were completely misled and totally RIPED OFF by AAA, Pleasant Vacations and the Royalton, Mystique. In researching this trip through Pleasant vacations, hotel plus flight, taxes and fees the total was $1,401 per person.

JOHN AND I ARE LIVID! I CAN NOT BELIEVE THE OVERCHARGE ON THIS VACATION. Obviously, this did not include transportation and the meal plan but even so, I can imagine that totals $2,975.00 additional dollars. I want the breakdown of the bill so I can see for myself where my money was spent.

I feel that AAA and Pleasant vacations owes us their compensation for this trip. Please advise as to a remedy as soon as possible or I will be forced to seek some additional action. I have attached a drop box file of pictures proof of the following.

1.Eric promised me that this hotel was a 4.5 star hotel with excellent reviews on food and lodging. He even said that we could eat steak every night if we want.

Well, there was NO steak available!

2.This resort is due to close this fall and has fallen into complete disrepair. Pictures attached for proof, this should have been disclosed to us and vetted by AAA before recommending.

3.Pool tile was cracked, moldy and a cutting hazard, pool was not kept up and full of sand. Trash and dirt were around the outside bar.

4.Outside bar was not stock with a variety of liquor and the bar was dirty and gross

5.Lunch shack was dirty, greasy and disgusting

6.Buffet where food was prepared was dirty and full of old grease. Where they prepared the food was greasy and disgusting.

7.Food was put out on repeat day after day.

8.Beach chairs were all broken, towel stunk and were torn and pulled.

9.Workers at hotel were not invested in helping or resolving issues.

10.Shower in room was broken.

Outside showers were broken and tile cracked and broken.

Here is the Dropbox link to view all pictures mentioned above. https://www.dropbox.com/scl/fo/ny8zx4jo8m6qp78kyboor/h?rlkey=ecegsz32i36jvg9mqqqk2twhc&dl=0

My family and I were scheduled for a 4 night stay for my twin children birthday day. Never got the chance to enjoy ourselves, it was problem after problem.

On day 1 we had to wait 2 hours past check in time to get room assignment. When arriving to room 25105 the outside key fob didn't work. Bellhop informed us someone would come fix it. Left us in the hallway for 30 minutes.

My family and I returned to guest services, were assigned a new room 25216. After trying to get settled into the room to take showers.

The toilet didn't flush, and the water didn't drain in the shower. After maintenance arrived to unclog all drains, you'd think we would be headache free to enjoy ourselves and this special occasion. Wrong!

A huge cockroach probably the size of my hand was inside our room. Day 2/3 2:00am after thinking that all problems had been resolved, nope "Bed Bugs" were in our room. Immediately contacted front desk demanding for a new room. Finally, was able to get reassigned a new room 25308 after repacking moving and getting my children's nerves and anxiety calmed down, the sun is up and my family and I are exhausted.

Day 3 | went to the front desk requested to speak with the manager to discuss everything that has happened, no manager directed me to customer relations.

After filing out a complaint form writing down everything that has happened to my family, and I am requesting a refund of my stay to be compensated for our troubles since we never got to actually enjoy our stay. I was told no! I am beyond appalled and disappointed. My whole stay has been problem after problem.

All problems were done back the lack of attention, maintenance, and cleanliness of the resort.

Why am I paying for such an expensive resort if my family and I couldn't enjoy it.

My children stated it didn't even feel like their birthday. All my time was spent surviving the resort's negligence.

Dear Royalton,

I am writing to express my extreme disappointment and frustration regarding my recent stay at Royalton Chic Cancun. Unfortunately, my experience was marred by an incident that left me feeling disrespected and inconvenienced.

During my stay, I explicitly communicated with the front desk staff that I did not want my items to be disturbed and that I would not be checking out.

I made it clear that my intention was to leave for only one night and return the next morning. Despite my persistent insistence, my belongings were removed from the room without my consent.

This unexpected and unwarranted action forced me to reschedule my flight in order to retrieve my belongings. Additionally, I was appalled to discover that the front desk staff had complained about me in Spanish, assuming that I would not understand. This behavior is completely unacceptable and unprofessional.

As a guest of Royalton Chic Cancun, I expected a high level of service and respect for my belongings and privacy.

Unfortunately, this experience fell far short of my expectations and has left a lasting negative impression.

I kindly request that the hotel management address this issue promptly and provide a satisfactory resolution.

I trust that steps will be taken to ensure that such incidents do not occur in the future and that appropriate measures will be taken regarding the behavior of the staff involved.

I sincerely hope that the hotel can make amends for this disappointing experience and restore my faith in the quality of service provided. I look forward to hearing from you soon regarding this matter.

Sincerely,

You Wu

Hi,

My family and I have recently spent a week in Mystique hotel, St.Lucia. We booked through British Airways all inclusive which stated that this was a 4 start hotel.

There are many issues with this hotel. There were also many guests who whilst we stayed there experienced far worse than us. However, here is a summary of the main issues. 1-Not enough waiting staff at the restaurant, only one waitress was on a lunch shift at one point in the week.

2-No milk, clean towels, ice cream or rose wine. All in shortage. 3-Tinned pineapple and peaches at lunch. Poor food selection, (going back to rationing after WW2, nothing for vegetariansnot 4 star hotel).

4- Pool is not cleaned properly. Ph level not right. Stunk of chlorine. Person cleaning could tell me what ph level it was!

5- Swim wear turned green and balls that floated on it, had algae growing on them. Loads of tiles missing from pool walls and large cracks in side of swimming pool. 6- Swim up bar stools cracked and many have lost tiles. A guest cut her hand on side of a stool.

Health and safety issue! 7- Not enough beach towels. If not quick enough at start of the day, the beach area has no towels left. 8- Our room had large cracks in the wash basin and loose handles for shower door.

9- Rain Downpipe not connected properly outside our patio which in turn created flooding on our patio. 10- waiting times for drinks at pool side bar 20-30mins every day. Sometimes there were no staff and guests took it upon themselves to self serve. 11- only 8 parasols around the pool and yet there are 50 sun beds.need atleast another 10-15.

11-All issues were raised with management who need more staff and staff who are prepared to stay, not leave! Morale was very low and understandably so.

This hotel is not currently deserving 4 stars, let alone 3! This could be a fantastic hotel if the problems were rectified.

my wife and I stayed at the Royalton hicacos on Aug 4 to 11 and wanted to let you no that I have never had such a bad experience on a vacation as I did at this resort. We go away 3 times a year and have stayed at plenty of different chains and I think that I will never stay at a Royalton again.

We had to change rooms 2 times and just settled on the third. the room was nice but the bed was awful it felt like the springs we going to break through the fabric. The food was terrible. The variety of food that they had they couldve made other items, but chose not to.

I had to request to make French toast because they had bread and eggs and gave me a dirty look when the request was made, the majority of the food looked like slop, and majority of the stuff was served breakfast lunch and dinner. They werent very sanitary and the meat was not kept cool at the sandwich meat station and there were bugs and the meat was sweating and the cheese also raw meat would sit out during the day without proper cooling so luckily we did not get sick, but we chose not to eat it as well. The only items that were good were plantains and bean dip, and one appetizer at the Caribbean restaurant was a potato croquette so pretty much thats all so pretty much thats all we ate plus ham and cheese sandwiches. All of the restaurants had no air conditioning so as we were sitting there trying to eat, we were bathing in our own sweat.

The pools we filthy and look like they havent been cleaned in weeks.

I dont understand how you call this resort a five star its more like at best a 3 star. Its really to bad that the Cuba Royalton is so poorly run when all I have heard from numerous people that the Royalton is a fantastic chair.