Royalton ResortsReviews of royaltonresorts.com

I experienced the worst 5 day holiday for Christmas 2022 at your Royalton Cancun Riviera resort. At check in I was provided with an option to upgrade to a swim out which I chose. We got to the room and it was not cleaned. There was no soap to wash our hands after using the bathroom, the tub had hair in it and the toilet paper had half a roll. The counter sinks were dirty. I went back to the front in which they said they would send someone over to clean. They came and replenished the soap and toilet paper. During day 2 of our stay we could not get any housekeeper to bring towels after several calls and 3 hrs of waiting still no one came. I ended up using the towels I traveled with and grabbing towels off the cart in the hall the next day. Housekeeping finally came in on day 4 and all they did was make the bed with the same linens. (Gross). I ended up grabbing fresh linens and changing the sheets myself. Which was a sight for sore eyes when I saw the actual mattress. Upon attempting to make a cup of tea there was an old sticky coffee ring in the cup. Someone entered our room while my spouse slept and claimed he was there to drop off water. However we hadn't called for water and he didn't have any in hand when he entered our room which was very suspicious. (BE CAUTIOUS) who knows what could have occurred had he not been in the room at the time or if my daughter or i had been in there alone. The day of departing and prior to check out we all went to breakfast. My kids returned to the room to find their winter coats and my daughter's purse were missing. After raising hell in the lobby we were told they were in lost & found and would be returned to us. When we asked how did they get from our room to the lost & found when we hadn't checked out yet we were provided with no response. My daughter's perfume was missing from her purse upon return. Had the room been cleaned perhaps I would've given credit to the fact there could've been as assumption we left them but considering that was not the case. I can only guess this was an attempted theft that didn't work out in their favor. I was very disappointed and distraught from my experience. Not at all how I would envision spending the holidays with my family. Utterly Shocked, especially since Ive stayed at the Royalton in St. Lucia and it was amazing. This particular property was disgusting. This should be updated to a 1 star property. Sadly the sentiment was similar from some of the other guests staying during my conversations.

It’s with much sadness and disappointment that I feel compelled to write this review. It is extremely heartbreaking when so much planning and effort is put into an holiday and basic needs are not met especially in a five star hotel. We booked a holiday in February 2022 for a group of eight people to celebrate two special birthdays (both my husband and his best friend were turning 60). Unfortunately , or shall I say fortunately for them, four group members were unable to attend due to personal circumstances. They only found out a day before that they had to cancel. The hotel was not informed of this. We specifically requested that all rooms booked were next to each other. Upon arrival we were given rooms on two different floors. Three days later our friends were moved next to our room. However they did not unpack and were living out of a suitcase ) The next week there was issue after issue : * There was no coffee machine, steamer and bath robes in the room. * When the coffee machine arrived, it was leaking water and the steamer was leaking water. We have a video to prove this. * There has been No Hot Water for the last 4 days to shower in the room. * The tiles in one of the balcony’s was cracked and we had to put a mat on it so we didn’t get hurt. * The rooms hadn't been cleaned or bedding changed for 2 days until we complained at the front desk. * Escalators to the reception area were not working. This was huge for me since I have Parkinsons disease and am registered disabled and walking up the escalator was extremely uncomfortable, difficult and painful! Also our friend has a herniated disc in his lower back and climbing up and down the escalator has now aggravated his back thus causing him excruciating pain. * I am gluten intolerant and a gluten free diet was requested when the holiday was booked with Tui. I did not receive any gluten free bread until the eighth day of our holiday of which I had to literally beg for. It was however stodgy and uncooked. We have travelled the world and it is quite normal for hotels to provide a gluten free diet. Forget about the bread, there were no other varieties i.e. gluten free biscuits, rolls, cakes, cookies, croissants etc! * The toilet was not flushing at night (this is not hygienic) and bathing or washing a basic health and hygiene necessity has not been possible as the there is no hot or cold water for the last 4 days and as I write this, the issue has not been resolved. * Last but not least, most importantly we were celebrating my husband’s 60th birthday on the 19th November and once again TUI and the hotel were notified well in advance many times. On his special day the hotel made no effort in decorating the room and or making his day a special one. We complained to the TUI rep and all they did was send him 2 TUI balloons which she brought into the room and blew up and a TUI postcard. No apology or efforts were made to rectify the situation. Our friends also complained to the Hotel and all they said was we will make it special birthday and we are still waiting. This has been one of the worst experiences celebrating any special birthday and to be honest I am so glad that the other birthday boy was unable to come. It was only our friends that made it special. The above is so despicable and nothing can compensate for the moment has gone and you cannot turn back time! I would never recommend Royalton Negril Hotel despite the friendly staff, people and beautiful country. We have lost so much time in trying to get basic needs issues sorted out that we have literally lost days in enjoying our hard earned holiday. No one takes into account the time and money spent on planning an expensive holiday especially for a very special occasion. I would like the Hotel and TUI to take responsibility and compensate us fully. I would like to add that some of the staff were very helpful and friendly.