Royalton ResortsReviews of royaltonresorts.com

Fabulous resort catering for all ages at Riviera Royalton Cancun. Staff were tremendous and the resort is very big split for families and adults. I have been back five times and have to say it’s sensational.

I stayed at Royalton Negril, Autograph Collection in August 2025 with my family of 16. Last year this hotel was enjoyable, but this year it has become the worst hotel I have ever stayed in. I strongly advise all future travellers to avoid it. Health and safety failures: My 88-year-old father was thrown from a wheelchair when it got stuck in a defective drain cover, leaving him with serious knee injuries. The nurse did little more than apply plasters, and management tried to make us sign a liability waiver instead of accepting responsibility. Nobody followed up, and management refused to meet with us. Cockroaches were seen in the property, and dirty dishes were left outside rooms for days, attracting rodents. Restaurants and food: The resort advertises multiple dining options, but on most days only half the restaurants were open. Guests were forced into the buffet, which served repetitive, tasteless, recycled food. Breakfast was oily and uninspired. For an all-inclusive resort, this was unacceptable. Basic services: Clean towels were difficult to obtain, bottled water frequently ran out, and room service often took more than an hour to arrive, despite the hotel clearly running at low occupancy. Staff and management: Many staff were openly unhappy and spoke about their poor treatment by management, including unfulfilled commitments after last year’s strike over pay and conditions. Several said they are not even allowed to eat leftover food from the restaurants, which is both wasteful and demeaning. Morale was extremely low, and this spilled into rude and disinterested service. Lack of compassion: My brother-in-law tragically died during an excursion arranged with the help of hotel staff. While it may not have been an official hotel activity, the involvement of staff makes the resort accountable. The most shocking part was the complete absence of basic humanity. There were no condolences, no card, no flowers, and no recognition whatsoever from management. This resort is a disgrace to the Marriott brand. It is unsafe, unhygienic, and mismanaged. Guests are misled by glossy marketing, only to find closed restaurants, poor service, and staff who are mistreated behind the scenes. If you value your money, safety, or your family’s wellbeing, do not book this hotel.

I booked a stay at Royalton Punta Cana, an Autograph Collection Resort (Marriott) expecting the luxury and service standards promised by Marriott’s Autograph Collection. Unfortunately, my experience was extremely disappointing. • The assigned butler introduced himself once and was never available afterward. • Food and beverage quality were far below Marriott standards, with limited variety and poor execution. • Staff interactions often lacked courtesy and professionalism. • Diamond Club benefits advertised (premium spirits, in-room bottle service) were either unavailable or never delivered. • Room service was inconsistent, despite being marked as “completed” in their records. When I escalated these issues, the resort’s representative acknowledged the failures but refused a refund. Instead, I was repeatedly offered Bonvoy points in small increments (10,000 at a time). This response was dismissive, demeaning, and unacceptable given the scope of service failures. I have since escalated this case (#717666589) to Marriott Corporate, the Dominican Republic Ministry of Tourism, and ProConsumidor. I am also making this public to warn future travelers: do not expect the level of service advertised or the accountability that Marriott promises. Until Marriott and Royalton address these issues, I cannot recommend this property.

We have visited 3 Royalton Resort Properties. 1- Punta Cana 1- Costa Rica 1- Cancun I feel overall between the 3 locations food has been overall consistently good/decent. No major complaints. Wait staff at Royalton Bavaro in Punta Cana has been the BEST, and the butlers were amazing. I would go back to this resort for sure! The beach, pools and really everything was GREAT! Wait staff at Planet Hollywood in Costa Rica were very poor, overall bad service/attention to guests and would not go back to that resort, along with the poor beach experience. Wait staff at Royalton Riviera Cancun was hit and miss, overall a 3/5, but would.return to this resort for the beach and pools.

We stayed at the all-inclusive Royalton Negril in Jamaica for 2 weeks in July 2025. As a UK family group of 13, the Royalton Negril was recommended to the family as the ideal hotel for our vacation, having enjoyed a previous stay in 2022. TUI Platinum Hotel Several weeks prior to departure (and having already paid) TUI had advised us that the hotel was no longer a TUI Platinum hotel - but were unable to explain why - and no alternative Platinum status hotels were offered as a replacement alternative. Upon arrival at the hotel, it was clear that no demonstrable updates or upgrades had taken place at the facility as unlike the prior visit it looked less distinguished and slightly tardy. Rooms 3 out of the 5 family rooms had to be changed at the beginning of the stay due to the strong smell of damp that greeted members of the party when entering - and throughout the night. We had to wait several days for these transfers to take place. Dining There were long queues on occasion for the main buffet restaurant - which served food that was surprisingly devoid of the eagerly anticipated Caribbean seasoned experience. With the exception of Hunters Steakhouse, the other restaurants visited (Calypso Caribbean and the Italian restaurant by the main pool) served a variety of dishes that the majority of the party found to be unexpectedly bland and disappointing. Accident - NDA’s and Waivers During the first week of the stay, a young child in our party suffered a severe cut to their foot from a broken tile in the main pool. Despite the nearby poolside team offering immediate assistance, the child had to attend the local hospital for stitches and additional medication. Despite the broken pool tile being the cause of the accident, the hotel did not cover the cost of the child’s taxi to or from the hospital and the TUI representative was not advised of the matter at the time. It was only when the child’s father reached out to the TUI representative to lodge a complaint, that matters got escalated to the hotel senior management. However, in order to gain an apology and progress the matter further in the form of a compensatory arrangement, the hotel repeatedly requested the father sign a NDA / Waiver form prohibiting any future public or social media inference to the pool accident and hotel liability. This was not signed due to the unethical nature of the request. The child’s parents have heard nothing since departing the hotel and now intend to escalate the matter. Queues Poolside kiosks that provided jerk chicken, beef burgers and patties, had a tendancy to be quite slow and have long queues in the unprotected sweltering heat - with food sometimes running out by the time you got to the front. Don’t get me wrong, there are LOTS of things good and great with the hotel such as the staff, the beach, the swim up rooms and upgraded suites in block 2 or the Hideaway for example, and the views - but based on the previous 2022 experience, it is well in need of the recently advised room and facility upgrades due to take place later this year.

Purchased a timeshare and they ripped us off big time. They did not do what they promised and the site that they gave us to book was not the sight they presented in the presentation. Do not purchase from these people. They tell you that you cannot use the timeshare for 30-60 days and this is outside of the cancellation period, they took double of what they should have been taking out of my account, they are rude and nasty and do not answer calls or emails, the list goes on. Very bad experience and I will not recommend them.

Me and my family recently had a 2 week holiday at this hotel which was great. We checked out Monday 23rd June. On the transfer bus I realised I had left my Rolex watch in the bathroom I reported this straight away to a TUI rep who rang the hotel to inform them.I have since been told the watch was not in the room We was on the phone to hector in customer care he said he was in the room with security and the watch was not there . Royalton splash Cancun

Stayed at Royalton St.Lucia. From June 24th -July 1, 2025. It was God AWFUL. Was not provided anything we paid for on the trip. Do not waste your time or money. The worse stay ever. No customer service. No one cared to make anything right. No power in room. No AC and they kept saying no other room’s available. Elevator was out. No reservations to eat at the restaurants were honored. No of the amenities were provided as a diamond club member. I HATE THEM.