Royalton Resorts

What was meant to be a relaxing getaway for my family turned into one of the worst experiences we’ve ever had. We’ve made it a tradition to celebrate my mother’s birthday at different resorts, and we’ve never encountered anything like this before. The app and the Wi-Fi here is terrible, the atm machine doesn't work, everything is overpriced. From the moment we arrived, the tone was set. Even the driver who brought us in warned us, saying, “Royalton is a beautiful place, but don’t expect the service to be great.” Unfortunately, that statement turned out to be true. I had booked two rooms under one reservation—one for my wife and me, and another for my mother and children. Despite this, we were placed in rooms on opposite sides of the resort, on different floors. This made absolutely no sense, especially given the single payment and simultaneous booking. When they tried to “fix” the issue, they moved us to a room with a view of trees—far from the quality we expected or paid for. To make matters worse, I had made a special dinner reservation for my mother’s birthday. I was assured by the reservation host that everything was arranged for our group. But when we arrived at the Caribbean restaurant, we were told my name wasn’t on the list and that a reservation had been made instead at the Italian restaurant—something I never requested. At that point, I had reached my limit. The customer service throughout our stay was appalling, and the hospitality made us feel like we were an inconvenience rather than guests. I would never recommend this resort to anyone. My family and I were left deeply disappointed and frustrated by the entire experience.

This app is junk. We have been at the resort for 3 days now and if there isn’t an excellent connection it won’t load. Also, the times the lunch restaurants open on the app is NOT the time they actually open. Nibbles and the food trucks show 11 but don’t open until 12. Around 1030 in the morning the app will finally show the correct time they open. Be aware the resort seems to be switching to using the app as the primary means of scheduling everything. That includes restaurant reservations, room service and even asking for bottled water. You can still call guest services but they act like it’s inconvenient for them to help. Unless you stay up to midnight to book a reservation you will be eating at the buffet for every meal. Then by 7am all chairs around every pool are taken. So up until midnight to get up around 6-630 to get chairs is just stupid. Room service is hit and miss if it works and the restocking of water option never has worked. Do your research on social media. I’ve seen a lot of videos this week with people complaining about the same things. Our travel agent apologized profusely and thinks the app is newer and said she would pass this info along to her other clients.

Do not stay here until this software is fixed! Want to eat at anything other than buffet at Royalton - good luck. With the insistence that guests must use this app to request a dinner reservation, you are lucky if it works at all much less if you can actually make a reservation. My group tried using it across three different iOS devices. Never could we get the devices to show the desired information on two, much less all three. This suggests a flawed back end architecture that is well below the standards of the parent company - Marriott. Our suggestion, go to another hotel chain. For the price you pay at an all inclusive, the requirement to use a piece of software that prevents you from the services you paid for can only be addressed if they feel it in the bottom line.