Royalton ResortsReviews of royaltonresorts.com

My husband and I recently stayed at Royalton CHIC Punta Cana with several couples and friends while celebrating our 12th wedding anniversary. Unfortunately, our overall experience was mixed, and we would rate the resort a 3 out of 5. We were disappointed that several amenities included in our package were either not offered or never provided. Resort credits, premium spirits that were advertised, and certain room amenities were either unavailable or not communicated during our stay. For guests paying for upgraded experiences, this was frustrating. The Diamond Club upgrade did not provide the value we expected. Butler service was inconsistent, and many of the advertised benefits did not significantly enhance our vacation. Additionally, guests assigned to the 3rd and 4th floors should be aware that there are no elevators, which can be challenging when carrying luggage or navigating the resort multiple times a day. Housekeeping was another concern. The white bath towels and washcloths provided throughout the week were frequently stained, which impacted the overall impression of cleanliness. Food quality was acceptable, but the variety became repetitive during a week-long stay. We also experienced inconsistent customer service throughout the resort, with some staff members being friendly and attentive while others seemed uninterested in assisting guests. The highlight of our stay was our butler, Junior Santana. He was professional, friendly, responsive, and genuinely cared about making our vacation enjoyable. He consistently went above and beyond and was one of the few team members who delivered the level of service we expected. We also appreciated the beautiful anniversary room decorations, which made our special occasion feel recognized. Royalton CHIC Punta Cana has potential, but management should focus on delivering the amenities being advertised, improving consistency in customer service, enhancing housekeeping standards, and reevaluating the value of the Diamond Club experience. While we made the most of our trip and enjoyed celebrating with friends, the resort did not fully meet our expectations.

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.

I recently stayed at The Royalton Hotel in Mexico and unfortunately, it was one of the worst hotel experiences I’ve ever had, especially for what is marketed as a five-star resort. After traveling for over 24 hours, including an 11-hour flight, we arrived at the hotel around 4 PM hoping for a smooth check-in. Instead, we were handed a buzzer and told to wait in the lobby. After over an hour, the buzzer still hadn’t gone off, so I approached the desk to explain how exhausted we were and asked to speak to a manager. I was told to wait again. After another 30 minutes of standing in reception, I found out that the person who told me to wait was actually the manager herself! After two hours of waiting, we were finally given our room wristbands. There are no clear signs directing you to your room, and no staff to assist you. After wandering around we eventually had to ask a maid to show us the way. When we got to the room, it was a complete disappointment. The floors were dirty, the screen door was broken, the mirrors were cracked and painted over, the toilet didn’t flush properly, and the room smelled musty. Too exhausted to deal with it that evening, we asked for a room change the next day. Hotel staff told us to speak to our TUI rep instead of dealing with it themselves. We eventually arranged to change rooms, but when the time came, nobody told us where or when to move. We returned to our original room to find our luggage being removed and placed into storage without any notice! After chasing the rep again, we finally got a new room a couple of hours later, which thankfully was much better — but the process to get there was absolutely unacceptable. The whole room change process took evenings. 3 days of pure stress not a great start to our holiday which we spent over £5k on. The poor service continued throughout the stay: * One morning, hoping to watch the sunrise on the beach, we asked reception if we could get a couple of towels. We were bluntly told it was "impossible," a word I’ve never heard used at any true five-star hotel. * We booked a boat and snorkeling excursion through the hotel for our last day, only to be told that morning (after waiting around) that they had booked it for the wrong day — and blamed it on the system. We never got to do the excursion. * The food at the à la carte restaurants was poor and hard to even book, thanks to a frustrating reservation system. * If you don't wake up between 6-7 AM every morning, you’ll struggle to find a sunbed for the day. * If you want to leave the resort, be prepared to pay $60 each way for a 20 minute taxi ride making it very expensive to go anywhere off-site. * The gift shop is extortionate — we were charged $80 for two packs of crisps and two bags of Haribo. Absolutely outrageous The only positive mention goes to Astrid, one of the few staff members who was genuinely patient, kind, and tried her best to help resolve issues.

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.

We stayed at Royalton Negril in Jamaica in April 2023. TUI sell this as a 5 star resort, trust me it is no where near a 5 star resort it was incredibly disappointing. The level of service was very hit or miss, there were some very capable, professional and helpful staff but these were in the minority. The majority of staff seemed untrained, inexperienced and didn’t give a monkeys. Some Staff also had a habit of practically demanding tips. The drinks at the bars were generally rubbish, cocktails were quite often Slush puppies with a shot of the worst rum in existence, most of the bar staff were winging it. Entertainment was pretty dire although there was a few good evenings. The first come first served restaurants were a joke.. you could be 1st in the Q at 6pm and be told the whole Resteraunt has been booked out for the evening by those upgraded to Diamond club. Nice one Royalton make customers who have been charged a fortune for a 5 star resort feel like a second class citizen. The main pool was a joke by 6am there were towels on most of the Sun beds and families staking claim to multiple areas hedging their bets. Good points; The beach location however was stunning. Our room was fantastic and we were lucky enough to have a fantastic beach and sea view from our balcony. The buffet Resteraunt was their get out of jail card, food was generally fantastic, staff were hit or miss tho’ And it would be nice if they had actually got the Resteraunt ready for customers when it opens 🤷‍♂️ Generally the resort is tired and tatty, you are encouraged not to leave the resort other than organised trips etc and any extras bought inside the resort is extortionate. For would not return.