Royalton ResortsReviews of royaltonresorts.com

I don’t usually leave reviews, but I feel it’s necessary to share my experience with Royalton, especially after the resort and its affiliates tried to silence us with a legal defamation agreement after our stay. We booked our vacation through Trip Central, expecting a luxury getaway. Unfortunately, from March 26 to April 2, our experience was filled with moldy vents, a collapsing bathroom ceiling, broken furniture, and zero follow-up from staff. These issues were not only inconvenient but raised serious health and safety concerns. While staying there, we were convinced to purchase a Prime Travelers membership — sold to us as a 2-week-per-year, VIP Diamond Club experience in premium swim-out rooms. The pitch was full of urgent pressure, but we were assured this was the deal of a lifetime. Once home, we realized many of the promises made weren’t in the contract, and the benefits were either misrepresented, missing, or unenforceable. We reached out to Royalton, Trip Central, Sunwing, and Prime Travelers, but instead of resolving our issues, we were met with deflections and generic responses. After escalating our concerns, the resort sent my wife a “termination agreement” which included a shocking clause: they wanted us to sign away our right to speak publicly about our experience. It was essentially a gag order. The offer involved taking compensation in exchange for our silence, without any acknowledgment of the poor conditions or misleading sales tactics we endured. We refused. And we escalated. Our case is now with ProConsumidor, the Dominican Republic’s consumer protection agency, where we’ve requested full termination of our membership, compensation for the undelivered benefits, and damages for the unsafe room conditions. We’ve also provided evidence that our experience wasn’t an isolated incident, as this pattern of poor service, misleading sales, and post-trip silence seems widespread. I’m sharing this as a warning to other potential guests. If a company resorts to a defamation clause to prevent you from speaking out, it’s clear they know they’ve done wrong. No one should be coerced into silence after a terrible experience. Please do your due diligence before considering this resort or their Prime Travelers membership. Document everything, ask tough questions, and don’t be afraid to demand transparency. Stay informed, and protect your rights as a consumer.

This is not a 5 star resort by any stretch of the imagination. The building is shaby and run down. I have paid $8600 for a Luxury Presidential Oceanview suite just to have to deal with broken AC which was not fixed during the entirety of the duration of my stay. Staff was rude, especially restaurant staff, making faces and scoffing at us like we were stealing food from their children. Service was an absolute nightmare, 15-20 minutes to get a drink. Save your hard earned money go somewhere else. Even Cuba was better than this.

Terrible experience at the Royalton St. Lucia. The food isn’t good at any of the restaurants and the staff seem disgruntled. I probably would be too if I worked there. Save your money or points and book elsewhere. We shared the feedback with Marriott multiple times but they don’t care. Aside from a $150 massage credit during our stay (that we had to ask for multiple times), we received no points credit or adequate solution. So disappointing.

I was allocated a room with water dripping down the fire alarm , apparently from Condensation in air conditioning unit. This kept us up for 2 nights. After multiple complaints and repairs over next 2 days this constant drip remained unresolved. Finally we were allocated a room with a non leaky ceiling !. Domestic staff were not up to scratch and often didn’t clean the room until late 5 pm or didn’t clean it at all despite clear sign on the door- please make my room. Please note this hotel is on the other end of the island so takes up to 2 hours drive .

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!

We had our safe broken into the first night we were at the Royalton Punta Cana. We booked dinner at the Italian restaurant, ate and came back to find our safe open. $210 us dollars was missing. We called hotel security and they said they would investigate. 3 days later we were called to the lobby and shown proof that at 6:20pm and 7:06 pm staff had entered our room while we were at dinner with our Do Not Disturb sign on the door. I had asked why the hell would they be in our room? They said towels.....I said what twice? I was denied access to the proof so I could call the authorities and speak with Sunwing. Nothing was compensated at all and nothing happened. If you are going to stay here bring a luggage locks!!!!