Hitesh B.
Ruined my 60th Birthday celebration TUI and Royalton Negril
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.