Royalton ResortsReviews of royaltonresorts.com

Just returned from a great holiday in the Royalton Grenada. Set in a beautiful location a real life tropical paradise. The yoga was a perfect way to start the day followed by a coffee served by the always happy and helpful Tiffany. Then a fresh mushroom and cheese omlette cooked by the skillful Adana and the evening meals were cooked by the friendliest grill chef ever- Gary. We was up-graded to the suite for my husbands birthday and it could not have been better. So a big thank you to everyone Royalton for making our holiday amazing.😃

So much went wrong I don't know where to begin. Terrible. Not worth the money.

Due to Hurricane Beryl, we were forced to reschedule my daughter’s wedding from July 2024 to January 2025. While we fully understand that natural disasters are beyond anyone’s control, the way your staff handled the rescheduling process was completely unacceptable. Rather than working with us to facilitate a smooth transition, your team seemed more concerned with extracting additional money. It took two full days of exhausting back-and-forth arguments just to secure a new date—something that should have been handled with urgency and empathy. Diamond Club Deception & Check-In Failure As the mother of the bride and a returning guest, I was assured multiple times throughout my re-planning process that I would be upgraded to Diamond Club status. However, upon check-in, I was met with no recognition, no assistance, and no acknowledgment of my upgraded status. While other Diamond Club guests were warmly welcomed, assisted with luggage, escorted to their rooms, and provided with Diamond Club beach bags, I was dismissively handed a map and sent on my way. Upon arriving at my assigned room, I realized I had not been placed in a Diamond Club room. The room itself was horribly outdated and smelled of sewage. When I attempted to call the Diamond Club for assistance, my calls were repeatedly answered and then disconnected. Frustrated, I went in person to speak with the team, only to be met with rude and unhelpful behavior from Alejandro, who informed me that I had only been granted "Diamond Club access"—not the room upgrade I was promised. Instead of resolving the issue, he dismissively told me to take it up with the wedding office. It was only after yet another argument and persistent escalation that the wedding planner was finally able to get me into the Diamond Club room I had originally been promised. Lack of Basic Assistance & Poor Customer Service Throughout my stay, there were multiple instances of unacceptable service failures: Luggage Assistance: At check-in, I had to personally track down help for my three 70-pound suitcases filled with wedding supplies. There were no bellboys available, and I was forced to practically beg for assistance. Similarly, my 70-year-old aunt had to drag her own luggage through the property without a single staff member offering help. Diamond Club Butler Service: Despite being told I would have a dedicated butler; I was not assigned one until January 18—one day before checkout. This level of service is completely unacceptable. Dinner Reservations System Failure: The Royalton app, which is the only method for making dinner reservations, repeatedly failed. I sought assistance from the Diamond Club, where Alejandro once again displayed unprofessional behavior by aggressively refusing to help me. Only after standing my ground and refusing to leave did someone finally assist me. Unresolved Charges & Incorrect Balances: Several of my guests were falsely told they had outstanding balances of $1,500 USD, even though they had paid in full in May 2024. These errors led to unnecessary stress and arguments with your staff, which should have never occurred. Credits due to guest, with proof of credits from our Travel Agent, were denied and/or took days to get resolved, some still have not received their credits. Unethical & Unprofessional Behavior The following incidents were particularly disturbing and completely unacceptable: One of my guests forgot his winter jacket in his room. When a friend attempted to retrieve it, your staff refused to return it unless they were paid a “tax” (a clear attempt at extortion). It is absolutely appalling that your employees attempted to shake down a paying guest for money in exchange for his own belongings. Another guest, a couple who paid for Diamond Club access, was relentlessly harassed with timeshare sales callsthroughout their stay. This is not the experience we envisioned when inviting our loved ones to celebrate a special occasion. Final Thoughts & Demand for Resolution This experience was by far the worst I have ever encountered in my extensive travels. I have stayed in hotels around the world, including in economically challenged regions, and have never experienced this level of incompetence, disrespect, and dishonesty. The complete lack of accountability, poor interdepartmental communication, and overall disregard for guest experience at Royalton Cancun is deeply troubling. The resort's management needs a serious overhaul, and staff must be properly trained on guest services, problem resolution, and ethical behavior. For the significant amount of money we spent, we expected to be treated with respect and dignity, not constant arguments, incompetence, and outright extortion.

I had a good vacation here but it was inspite of the hotel rather than because of it. 1. It's in the middle of nowhere, leaving for any reason is made to feel expensive and difficult. 2. The entire resort smells of raw sewage. 3. Food is very poor quality, lacks flavour, is always luke warm and portion size are tiny. 4. Drinks are watered down beyond recognition. 5. They rip you off at any opportunity. I paid $16 for some dental floss!

ask us if we like medical attention and I refuse that right away because just because of the way they dealt with us, I said when I come back to Toronto Today, I will be going to the doctor to get checked out and so will my girlfriend. I'm having pain in my back. I'm having pain in my neck right now and yes, I said that I would definitely be taking this further so the brand ambassador's name is Brandon. He's the Brandon ambassador his name for Expedia is Shante and the guest services member at the hotel his name is Brandon. We did file a report. The report is at the hotel and you can be getting that information from Brandon. | would like this handled in a timely fashion And that is what my assessment is of everything that's happened. There's also other little things that had happened as well that I will probably send another email in response to when I just gather my thoughts and I can kind of get everything that's happened with us at this hotel, but the experience was absolutely awful for the amount of money that we paid to stay at this hotel it was very very very concerning to me and l've never been at a property where it's supposed to be on a higher echelon And they're their facility is not you shouldn't have been put in a room that smells like mould I shouldn't have been put in a room that they knew the room. They know that these rooms are not supposed to be being used by gas and that's the area that they put you in. It's very alarming for me and if we didn't complain, nothing would be done and a lot of this took so much time out of our vacation. We have to fill out a report. We have to go down and wait for Manager. We have to get approval for this. It took away from our vacation so I definitely would like something done about this And I will be taking this further my conversation that I'm seeking his I think I should be reimbursed for my trip and they should actually give me a free stay and upgrade me to you know having a better experience with this property. It's it's been absolutely atrocious so I will be waiting for somebody to get back to me and thank you very much for your time.

Opportunity to be brilliant missed every time ! Positives - smiling and helpful staff. Buffet - good and wide range of good quality food ! Peak times chaos ! Beqch - lovely and wide white expanses of soft sand Negatives Staff - not enough and mainly over worked and stressed ! Heavy reliance and expectation on tipping which can add costs to the hols Sunbeds - forget it unless you are up at 6.30 am! Even the beach was full Resort - mixed chance with rooms - we had three 2 good / 1 bad. Tired in places but mainly ok. Booking restaurants- far too difficult and take pot luck . Mostly they had gaps but you can’t get in Location - depends what you want . If you are happy to stay at the resort for the length of your stay that’s fine - taxis are $75 each way to Cancun ( double if you need a larger car)

A Mixed Experience with Room for Improvement I recently stayed at the Royalton Riviera Cancun 7 days over Christmas and 7 day’s at another Location,wanted to share some constructive feedback about my experience. Firstly, the ongoing construction was a significant issue that impacted my stay. While I fully understand that maintenance is vital to the upkeep of any property, the extent of the work was not disclosed prior to booking. This led to daily disruptions, with noise starting early in the morning and lasting throughout the day. Transparency about such matters would have allowed guests to make informed decisions before booking.or even if plans developed after the booking some notification would have been nice. Making reservations for evening dining was another challenge. With such high volumes of guests, securing a table at one of the restaurants required quick action, and often, you were left with the buffet as the only option. While the buffet was adequate, the overcrowding during peak times made for a chaotic experience, with long waits and a lack of sufficient staff to handle the demand. That said, the steakhouse stood out as a highlight—excellent food and a well-deserved positive reputation. Another high point of the stay was the staff at the Caribbean Beach Bar. They were incredibly welcoming, friendly, and genuinely went out of their way to make guests feel comfortable. Their efforts were much appreciated and one of the brighter spots of the trip. However, the choice of beverages at the resort could use improvement. Offering a wider variety of draught or bottle/canned beers would enhance the overall experience, especially for those who enjoy trying different options during their stay. The hotel’s location also poses challenges. Situated far from local amenities, not that i’m a shopper but i like to wander on occasion guests are heavily reliant on the hotel for essentials. While I understand the isolated nature of some resorts, the lack of affordable transport options—such as a shuttle or bus service—was a major drawback. For example, we paid $18 for a lighter at a local shop, and taxi fares to leave the area were prohibitively expensive. I would recommend hiring a car if you plan to stay here, as it provides greater flexibility to explore beyond the resort. Even if you wanted to move to another accommodation, the hotel did not accommodate such requests, in considering this as an option. While there were some positives—such as the friendly staff and the standout steakhouse—the overall experience fell short of expectations. I hope the hotel takes this feedback into consideration, as addressing these issues could significantly improve future stays for guests. With clearer communication, better planning for the high volume of visitors, and more accessible transport options, the Royalton Riviera Cancun could offer the luxury experience it strives to promote.

Just had a lovely 2 weeks at the Royalton Grenada. Staff were all so friendly and helpful. Vibe team of Kimikka, Kianna, Kaunda and dj kaotic were awesome and so entertaining. Jeremy and Kelson from Royalton fit had us doing aqua aerobic which I enjoyed. First time i did this while on holiday. Don't let the bad reviews put you off from coming here. We had a great time, and will be recommending this hotel to family and friends. A holiday is what you make it.