Royalton Luxury Hotels
Reviews and Complaints

Feb. 26-Mar 4, 2025 Royalton Bavaro. Safe was broken. No screen on patio door after numerous requests to replace it. Requested rooms to be in same building to my daughter months in advance. I was in building 12 and they were in 16. The rugs in elevators had human scales on them. I had a cockroach in my bathroom. Employees were miserable. The general bathrooms had urine on the floor from days and were not cleaned. The outside furniture was never wiped clean. The cleanliness was disgusting. We asked for bottled water in the buffet for the baby and they said to go get it outside at the bar.
The stopper in the bathroom did not work. I requested a blow dryer and mirror and of course it was not in the room. I would purposely say "good morning" and the hostess would turn her back and walk away. The coffee shop employees hated their jobs. They were the nastiness group of people take their jobs and give it to somebody who appreciates it and is not envious of their guests. Nobody tried to accommodate a guest. My room was a disgrace I had towels lined up on the floor because it was so dirty and not wiped clean in weeks. The headboard had stains on it the chair at the end of the bed was so dirty I wiped it clean with clorox wipes. I cleaned the bathroom before using it. The towels smelt dirty. The buffet was untouchable for me the counters were dirty, I witnessed the chef at the pasta station use his hands to put pasta in the pit that was laying on the outside of the pot to serve and boil the pasta in. The water that they boiled the pasta in looked like it wasn't changed in weeks. My standards are the same as others I work all year and I want to pay and go on vaca with no issues but here the issues exceeded every expectation I had of a vaca. I asked to lower the air in my room it was an ice box. I couldn't open the patio door because there was no screen. I literally threw out my sneakers because I didn't want to wash other people's urine. I complained and complained to improve things, but no one could care less. Whoever is the general manager of this resort should be fired! I will never recommend this resort to anyone!

Please keep away from this resort! Cannot believe that the Marriott (it's owner company) or Apple Vacations market this as a four star plus luxury all-inclusive resort.

What was intended to be a special family vacation for a party of eleven, at Royalton Splash Punta Cana All-Inclusive Resort, from November 26th to December 2nd, turned out to be a nightmare. From the condition of the resort to the service we received, the entire experience fell far below expectations.

Poor Room Conditions: Peeling walls, a terrible odor, and, to our horror, a cockroach spotted on the ceiling.

Leaking Ceiling: In the bathroom at the buffet restaurant.

Limited Access to Amenities: Extremely limited access to resort amenities if not a Diamond Club Member. (This is an all-inclusive resort, and none of this is explained on any of their websites).

Unacceptable Additional Charges: Additional charges for basic meals at some restaurants. (Again, this is an all-inclusive resort, and none of this is explained on any of their websites).

Mandatory Upcharges for Wine: Upcharges for wine in order to get restaurant and dining reservations. (Again, this is an all-inclusive resort, and none of this is explained on any of their websites).

Unfulfilled Promises and Deceptive Practices: Employees used deceptive practices as sales pitches to get us to see timeshare presentations.

Unresponsive Staff: Despite numerous attempts to resolve the issues with the staff, promises were made to follow up on complaints, but none were ever honored. Again, just more attempts for timeshare presentations.

I need to stress that these are just SOME of the examples. This experience was a complete letdown and left my family with lasting frustration. I feel deceived and misled, as though our vacation, which was meant to be a treat, was ruined by false advertising and poor service by this resort.

I have reached out to Royalton Splash, Royalton Resorts Headquarters, Marriott, and Apple Vacations. The only responses I have received to date are canned apologies. An insult at best!

My wife and I and 4 adult children stayed at the Royalton Bavaro Feb 18-25 this year (2024). We chose this for a variety of reasons. We were thinking Punta Cana as the weather is more likely good at this time of year than Cancun, in our experience, and the mix of reasonable food alternatives (based upon reviews) and activities seemed appealing. Our experience with all inclusive resorts started with family oriented Club Meds when the kids were young and graduated through Beaches, Dreams, Iberostars, Hyatt Zivas, Moon Palace to now more often Secrets, Hyatt Zilara, etc. Almost all of these stays have been in Mexico or Dominican although there have been a few other destinations in there.

First the Good:

1 - The open air “main square” off the lobby entrance, ringed with comfortable seating, is a fabulous place to hang out, especially in the evening. We were there almost every evening, enjoying a cocktail from Martini’s (highly recommended), taking in a show/entertainment, sometimes while waiting for dinner, sometimes again after dinner.

2 - The resort grounds are generally nice and although it’s big and not close from lobby to beach, most of the shared amenities/services/pools are easily accessible down the middle of the resort.

3 - A Punta Cana beach is typically world class and this was, as expected. Beautiful sand, gentle surf.

4 - Food wasn’t great (see below) but kudos to Zen Restaurant - not for their teppanyaki (which is really not good) but for their a la carte service which is almost a secret. At a resort in which the norm is some line at an early morning hour (for a reservation at Zen Teppanyaki), or some uncertainly long wait for a seat at all the others, this one seemed to always be able to accommodate. Shout out to the staff on restaurant reception who came and got us at Martini’s when they could seat us, and Felix and Pedro for excellent service while at our table. The secret is out now!

Now the Bad:

I took notes along the way of the stay. There were a lot. Some big issues, but also some small that would have otherwise gone unmentioned, but formed a pattern - here are the common themes and specific examples.

1 - The resort is TIRED (except for the open air main square, which looks modern, and is kept nicely). Specifically:

- Furniture in the rooms are falling apart; bedside stands were falling off the wall (most items placed on them would slide onto the floor), anything metallic/chrome was rusted (with permanent rust marks on the tile floor), cabinetry doors were falling off, and the base of the wood cabinets (touching the floor) were delaminating and moulding; just not a very "high end" vibe

- Shower grout was mouldy

- Cockroaches in our room - first time I trapped one under a glass on the bathroom counter so cleaning staff could see; second time I trapped one under a glass in the shower and when we came back, the roach and glass were gone but our room had a distinctly bad bug spray smell - apparently they fumigated without telling us which was a little disconcerting; especially since someone was concerned enough with the fumes that they left the patio door open and the bathroom fan on; The third cockroach was in bed - my wife showed me how she had killed it in the night.

- Some concerns with electrical load issues; breaker for entire room (or perhaps multiple rooms?) gets tripped (you can hear it) then resets; lights that were on come back on, but AC does not - we came back to a very hot room more than once

- Our building elevator was broken for most of our stay; I guess it happens, but is it a sign of poor maintenance? - I only mention this given the volume of other issues that seem to indicate neglect

- The two tennis courts are now one. One has been converted to pickle ball and so is new, but the other has this indoor/outdoor carpeting stuck to it, that has shrunk dramatically in it’s life and now is a collection of seams that provide interesting bounces and corners that are tripping hazards; there are 4 adult racquets to borrow, one of which is broken.

2 - The resort facilities and services are insufficient for the number of guests.

- On our very first day, we could not get towels; at all; all day; tried many times; there weren’t any until available anywhere until at the end of the day (sunset) when we left the pool area and were able to get 4 for the 6 of us to share; this problem persisted for the week, and was made worse by the hoarding of towels by guests; this is a frustrating but I guess understandable response to there being not enough towels; on our last day there was a policy adopted which I assume was an attempt to address the issue - they started taking room numbers and comparing to a printed master list - didn't seem to address the issue, but sure created long lines

- Unfortunately this hoarding mentality was not confined to towels as having too few sun chairs around the pool and beach led to some frustrating behaviours. Unfortunately our experience at some (not all) resorts is that it’s not uncommon to see chairs being claimed at sunrise but not used for most of the day - this became the expectation at the Royalton Bavaro during our stay. But we also experienced our umbrellas stolen from our reserved chairs (and therefore we had no shade at our chairs), we also had our cushions taken from our reserved chairs; worse still, we witnessed an argument between families over sun chairs which was really disconcerting and speaks to the kind of environment and behaviours as a result of the lack of chairs/services available given the population of the resort.

- The stress associated with the scarcity of services ran counter to the objective of rest and relaxation, but wasn’t just about sun chairs.

- There are only 8 putters on-site for the mini-golf course, 2 of which seemed to be checked out always by the entertainment staff. It was frustrating to walk all the way to the kids club (20 minute round trip walk from the beach) to check out clubs, but having none available (all of them checked out), and yet there was nobody using the mini-golf course. I believe, like the towels this was an unfortunate, but in some ways logical response to the expectation that putters would not be available when you wanted them; because guests had not had a good experience getting clubs and when they did get clubs, I guess they held on to them.

- Same for waiting in line to book the Zen teppanyaki - only way to do it is to book with an individual at a desk near the lobby, beginning at 8 am, which means standing in line from 7 am. Same with Hunter steak house - same day only, but unless you start lining up at 5 pm for a place to eat that same night you’re probably not getting in. And neither were worth the wait - steak house was not good - steaks ok, sides ice cold, service took 2 hours, Zen teppanyaki proteins were over cooked and over salted

- Same for the buffet in the morning - 15-20 minute line waits at the egg stations; bacon only placed in one spot that people line up for like it’s rations and because of that, people take full plates of bacon back to their table for everyone at their table; people butting in line - really not the kind of experience you want on holiday.

3 - The service is inconsistent at best, and really quite awful sometimes.

- Started with check-in - took 45 minutes at 2:00 pm but then rooms not available at 2:45 when checkin completed (rooms not officially available until 3:00 pm); so they took us to the sports bar Score to get lunch, which took almost 2 hours for burgers and fries, and then when we went back to complete check-in we were asked to line up again - another 45 minutes so after arriving at 2:00 we finally had our rooms by 6:00 pm

- Almost impossible to get a waiter at the buffet restaurant to give you coffee and water at your table, and yet there is nowhere else to get it yourself.

- We had a particularly poor time at Score one evening - we were looking to have an after dinner drink, perhaps play pool; there was one bartender on hand but he was gone for 15-20 minutes at a time and seemed altered (probably drunk); when I asked him for our drinks, he became belligerent, shoved the gin bottle at me, and told me to pour my own; this made for an uncomfortable and unnecessary confrontation. When there was what looked like a manager around, I asked about the bartender; I was told that serving staff are not allowed to drink so he wasn't, that he was probably at the washroom when not behind the bar, and chalked up the incident to poor communication - english not his first language; I felt dismissed and definately not heard

- Generally speaking the attitude of the service staff seemed neutral at best with some downright not nice individuals in customer facing positions; many staff seemed really not happy to be there; service can be hard but I point the finger at management for this - hiring, training and then coaching and managing staff is hard and doesn't happen in it's own, and when it's not done well, it's obvious."

We booked two rooms for 10 days at Royalton Santa Maria in February 2024. We woke up the first morning to our room being flooded by the air conditioning unit. It was “fixed” but the same issue occurred another three days.

Our patio door was broken and did not open. When it was “fixed” it no longer fully closed.

We had no hot water for 6 of our 10 day stay. And when we complained to Javier our butler his reply was “we know, everyone knows” and he walked away.

We were only able to receive clean beach towels once during our stay.

We were not able to choose the our dinner restaurants but were told when and where we could eat. Twice we had to leave hungry because the food was inedible.

The resort ran out of food staples and drinks daily.

There was no toilet paper in the bathrooms multiple times and I was given a small pack of tissue to use instead.

There was no compensation offered once during our stay.

To spend $2500 CDN per person for this kind of vacation was not only a waste but extremely maddening.

My Initial Email to Royalton making them aware of the issues while we stayed at the Royalton Cancun;

From: Zayida Suber

Sent: martes, 17 de octubre de 2023 04:46 p.m.

To: Israel Rivera

Subject: A Disastrous Experience at Royalton Cancun Diamond Club

I'm writing this review with a heavy heart after an abysmal experience at Royalton Cancun from October 12, 2023, to October 16, 2023. Despite paying a premium for the Diamond Club service, our stay was fraught with issues and serious health concerns.

Our butler, who was supposed to be a highlight of the Diamond Club experience, was barely present. We only saw him during check-in, and he didn't give us a resort tour. All our requests for dinner reservations, spa bookings, and room service were met with a dismissive "do that on your TV," which was far from the personal touch we expected.

Adding to our disappointment, our room was never cleaned, and we felt like we were not receiving the level of service we had previously experienced at other Royalton properties, such as Antigua in 2021 and Punta Cana from August 30, 2023, to September 5, 2023, where the butlers provided exceptional service and always found us wherever we were on the resort.

The most distressing part of our stay was the serious health issues we encountered. My 2-year-old grandson, who has a nut allergy, was served Nutella, resulting in a severe allergic reaction with facial swelling and red hives. We had to pay $210 for medicine to treat him, and at checkout, we were threatened with being prevented from leaving the resort unless we could prove we had paid, adding unnecessary stress to an already stressful situation. Additionally, my son-in-law, who is vegan, was served a chicken wrap instead of the vegan wrap he ordered, leading to him being sick for an entire day.

I'm shocked and deeply disappointed by the negligence and lack of care we experienced during our stay at Royalton Cancun Diamond Club. It was a far cry from the luxury and exceptional service I've come to expect from Royalton. I strongly urge the management to address these serious issues urgently to ensure the safety and satisfaction of future guests.

Given the gravity of these issues and the impact they had on our stay, I kindly request compensation for the additional expenses incurred, as well as a partial refund of our accommodation costs to reflect the subpar service we received.

I believe that this request is fair and reasonable, considering the serious health risks and the deviation from the expected level of service that we experienced during our stay at Royalton Cancun Diamond Club. I hope that you will give this matter the attention and urgency it deserves.

Thank you for your understanding and prompt attention to this matter. I look forward to your response.

Room: 6120 - Najeedha Suber

Room: 6311 - Zayida Suber

Zayida Suber

[protected]@yahoo.com

[protected]

My sunglasses were stolen from a sun lounger on diamond club members only beach front.

Sunglasses seller on beach who sells mirrored sunglasses was wearing my sunglasses. I asked for them

Back he offered to sell them back to me.

I asked hotel staff to help or call police which nobody did.

Following day they say they want to investigate

At the time security walked away let the guy leave with my sunglasses

Knowing I had proof they belonged to me also they are not sold in mexico

I also had packaging receipts which includes all measurements ect

Pictures taken same day wearing those sunglasses

The staff have made me want to leave I will finish my holiday in my room as I feel unsafe now on the beach

I asked my tui rep to get me home today

This is unavailable or I would of left already

Hello

This is not actually a complaint, I am looking for ‘’higher authority’’. We love your resorts. First stay in Varadero in May 22, then March 23 at Chic Punta Cana and now returning to Varadaro on Nov 29th 2023.

We will be spending 3 nights in Havana and then 4 nights at Varadero Hicacos. I’ve been in touch Varadero reservation desk about getting a Diamond Club upgrade for our Dec 2-5th stay (very polite and professional)

• They said they had no availability for the 2nd but it would be ok for the Dec 3-5th.

• I replied that it what fine by us and to proceed with the upgrade.

• They then replied that if I couldn’t get the upgrade from my travel agency (which is the case) they couldn’t proceed with the upgrade themselves. I could get it only on arrival (if it’s still available then which may not be the case obviously)

• We are more than a month in advance, we are glad and willing to pay the premium for the upgrade while it’s available and yet it can’t be done.

Coordinates: Luc Harvey - [protected]@gmail.com

Booked Diamond club for a week in this resort as part of our honeymoon. It wasn’t worth it and I wouldn’t bother even staying at this hotel and won’t be recommending it

Half the things you “receive” as a diamond club member. You don’t. And the stuff you do, you have to ask 3/4 times before you get it.

Every single member of staff spends 80% of their day on the mobile phones. I understand the personal butlers need to be. But honestly they’re the ones you DONT see on their phones where as bar staff, wait staff all sit on their phones scrolling social media in plain sight

Don’t bother with the culinary experience. It’s a waste of money and is false advertised. It’s 6 courses, not 7. The cocktail pairing advertised is 1/2 bottle of wine each. There is no ‘experience’ - I will admit the food was good food but ours was very fish heavy and we were not asked any dietary issues before hand. We were happy to pay some money but not the 240 dollars seeing as we didn’t get half of the experience we should have. We were offered 200 dollars so a saving of 40 dollars despite there was a course missing, no drinks pairing. No cocktails, and no music. (Unless you count the staff phones going off while on charge in the room we were in and a waiter playing videos loudly from the next room music) We were told to come back following day to speak to manager and wasted 1/2 our final day waiting for this manger who didn’t show and sent a 20 year old boy to come give us the same answer he gave the previous night. Absolute waste of time.

The “private beach” is full of sellers. People with parrots and monkeys trying to make you hold them and sell pictures. As well as knock off jewellery, not the the relaxing day at the beach when someone’s trying to sell to you every 5 mins. This was on the Diamond Club beach although I understand the whole thing should be private?

The shop is a rip off. 10 dollars for a toothpaste so make sure you don’t forget any essentials as you’ll be paying through the nose if you do.

Only one bar has aircon “score” and the entertainment advertised isn’t accurate so it’s a guessing game a lot of the time.

Our butler was lovely, and very helpful - thank you Hector! The Spa was a great relaxing experience and plenty of choice for food and drinks and pools

However the small good doesn’t make up for the mountains of bad and we felt the end of our honeymoon was ruined.

We spoke to management multiple times about the issues, specifically with the complimentary things we should have received and the culinary experience and how we didn’t receive what was advertised and was essentially told “tough”

If you are contemplating this hotel, honestly, there is better out there for probably a better price and diamond club is 100% not worth it.

And Royalton - some advice. If you can’t offer what your website states, change your website. False advertising is illegal and we will be taking this further.

I, LaKesha Williams stayed at this resort from 08/17-08/21 room number was 1210. My stay was horrible! My room was sold and no accommodations were made to address my concerns. They tried to give me a room worst than the one I had. I paid for ocean view double diamond luxury suite. I instead got a Diamond luxury suite king bed for a room with 3 adults. The brought a roller away bed but however that bed was very raggedy and we requested another bed. However since anybody there speaks English nobody understand-stood us. The chair in the room has nails coming through which was sticking me each time I sit down. They removed the chair but never brought it back. My body and my roommate body was covered in a rash from either the nasty covers and towels. We continue to get eating alive in the room from bugs. We also asked for bus spray nothing was brought to the room again for the lack of English speaking workers. We had an encounter with a guest and one of your traveling DJ”s. Where they were screaming KKK in front of us 4 black females. We went to the guy in the front with a pink shirt on. He was speaking with them body only in partial English and most there language. Yet again nothing was done to even make us as a guest seem safe. This was on 08/18/2023 in front of the bar club in the lobby area. We spoke our concerns with the Delta Vacation agent Winston and he stated he would let delta and hotel know about our concerns. Never heard from him again! The transportation was horrible the kept split our group up when they told us we would all have one bus. The resort credit we was never able to use them and no one honored them. After careful looking we never received a book with our resort credit vouchers. The whole experience was horrible and I need a vacation from this vacation. The staff is very rude and unprofessional. I would never visit this resort again or suggest this resort to family, friend or worst enemy. I contact Delta for a full refund and also send a email request a refund. Punta Cana

30 July 2023, once arrived for checkin
We have booked and confirmed early on Jun
2 rooms :
One has one bed, the second should has 2 double beds
At the checkin time, we got the rooms has one bed each
The stuff and the manager on duty told as they are fully booked (not sure our actual booking was early by month at least)
Take it or leave it!
The rooms able to have 2 beds
As a matter of fact they are set to have two beds
See the attached pictures

Hello

On July 4, we arrived to the Royalton Casino in Cancun. We had a horrible experience from the time of our check in to the time of our checked out. We checked into the hotel as a dimond customer. They gave us a room where the ceiling was leaking and a horrible odor in the room. The next day, my son was swimming in the pool and the cornor of the pool cut a piece of his ear. Every restaurant we went to eat dinner had no air conditioning. The Zen restaurant had roaches crawling on the hibachi table and we we also saw roaches around the pool and the teen’s club. The kids clubhouse had limited time for certain games and some of games were even broken (air hockey was broken and freezable table had broken handles). At nights we were not able to sleep because raccoons were fighting outside of our room. The food the restaurant served tasted horrible and made us all sick.

We have arrived back from our vacation and are very disappointed with what we had to deal with since we arrived at the hotel. Let me start off with the fact that we paid extra for An early flight and got the later flight instead with no compensation. Next I had to pay 50$ for my own name because the agent put in the wrong information for my flight. Then we arrived to punta Cana multiple things were not working in the hotel room remote, tv, phone and lights would shut off randomly. Then a few days into our trip the water was NOT working in the room we could not shower and when we would ask the front desk all they told us was we’re working on it. The water was not working for two days. Then I woke up with bed bug bites on my legs along with my partner. I checked the mattress and the furniture which had stains and residue from bed bugs. I also will include proof of photos. The staff at the hotel refused to let us speak with a manager and they did not resolve any of these issues. they do not have any customer service in this hotel. After multiple attempts to speak with someone in management they offered us a later check out which considering we paid well over 5,000$ for this trip is ridiculous. We spent time and money and I have never been more upset about a trip and hotel in my life. I will be warning people of this hotel because I have seen multiple reports of bed bugs at the royalton and multiple families there also had the water issues which is ridiculous for a hotel to claim they are “5 star luxury “. Now Iam worried about bringing bed bugs to my home and I can’t beleive I say that after thinking this was the best hotel in punta Cana. On top of everything they promote a DJ and nightlife which is non existent this is false advertising. The dj is no longer there and they shut off music at 10 pm which we were not aware of when booking this place. Terrible experience and no customer service.

Hello,

My family recently stayed at ROYALTON SPLASH RIVIERA CANCUN.

This was a graduation celebration for me son. It was thirteen of us staying at the resort. Upon Check-in we were rushed. No one would assist with getting rooms near by. They checked us in and didn’t allow us to make any request. I prepurchase two rooms through Apple vacations. When I checked in, Domingo collected Passports and assigned one room for four people. I explained to him I have a reservation for two rooms. He pulled a paper and confirmed if my name was Nyree Benjamin. After confirming, he separated the passports, two/two. He provided us with two rooms opposites sides of building and different floors. The rooms were placed under different names than the original name the hotel was booked under. We tried to confirm details, at that time he said no its ok. Needless to say, on Day 2 of this 5 day stay. We received a phone call to pay $3400. I went to front desk to confirm. He said, my rooms were not paid for. I called Apple to confirm they confirmed rooms were paid. Apple tried speaking with Domingo, he refused to talk to them, he basically said pay the money. I asked for a manager, he said no “Do you have money or not”. I continued to speak with Apple requesting resolution, not trying to let it ruin our trip. Apple confirmed via email and phone, issue was resolved. On day 3 I try to confirm with Rueben at the front desk, if payment was received, he denied receipt of payment. He said we need your credit card. At this point, I have Apple rep on the phone who was able to provide names of individuals she confirmed receipt of payment with. Rueben refused to acknowledge and said there was no manager. Day 4, I tried to confirm with front desk representative Rueben & Yennifer, Yennifer wasn’t sure what was going on. I asked for the manager, Yennifer got Vanessa. Vanessa listen closely to the entire story. She even spoke with Apple rep. Informed Vanessa I think Domingo changed my booking information. Vanessa confirmed my pre-purchased trip had been cancelled and a new booking was created upon check in. Vanessa assured me she would take care of everything; I would only need to pay environmental tax. The apple rep, asked for additional compensation as a result of harassment of payment when error was on their part. Vanessa, agreed to provide a voucher for a complimentary upgrade on next stay and waive our game up charge of $80. Informed Vanessa I wanted to pay the environmental fees with her as we were checking out at 4am and she wouldn’t be there. She tried to explain the issue was resolved. I wasn’t comfortable considering what we had already been through. Vanessa agreed to collect the environmental fee $15/per room. The fees were paid in cash to her. We asked for a receipt or proof of payment. She confirmed it was noted in account and in the morning all we had to do was come to front desk to allow staff to cut bracelet off and receive voucher for upcoming stay. Next morning upon check out, we were asked to pay $98.60 for room 11421 and $3.72 for room 13510. I begin to explain the details, at that point she found a voucher for the $80 but nothing for the rest of the payment. We paid an addition $4 and wrote a statement about the other cash payment. We didn’t receive a voucher for next stay. This was the worse vacation experience ever. I would like another complimentary stay for another Royalton resort as we were unable to enjoy our vacation as a result of being unsure if we were going to have to pay additional money or even get arrested in another country. Domingo and Rueben made us feel very uncomfortable. I’m very disappointment in this treatment received from such a notable resort. I hope you would take this into consideration and compensate us for all the inconvenience.

Regards,

Nyree Benjamin

First I will start with the positives. Richard at the Swim up bar, Rosa who serves guests at the pool, the lovliest lady bartender in the casino, and the bartenders at the lobby bar. Our heartfelt thanks and god bless.

Now to the rest of the nightmare that we had to return early from.

Told hotel upon reserving that my mom was an 85 year old cancer survivor and we need accomodations near the lobby/pool. Nobody told me that the room we reserved was too far for her to walk from, upon which I would have cancelled the reservation. Asked for upgrade being Marriott Bonvoy member, was told that could be looked at upon check in.

The Facts:

1) Staff did nothing to try to help us. No golf carts to give rides to guests. No offer to even drive her on of the small carts that did travel around by staff

2) Mother continued to struggle to walk, fell often and still no help

3) Pools were filthy. I cannot even articulate how filthy. Both my daughter and I have URINARY infections from the dirty water in the pools

4) All of us, as well as the friends we met at the resort suffered from stomach issues due to bad food

5) room had no toilet paper when we were suffering from stomach issues had to call numerous times and 1 hour + later was brought some, at which point, I do not even want to articulate the outcome

6) Please do not go to this resort. I have been to 7 islands and more than ten different resorts, and this was by far the worst I have ever been to

7) The supposedly exedited refund of 1500 USD had better be in my account by no later than this coming Monday or I am filing a dispute for the full amount with the bank

Royalton Splash Resort Cancun. Went to Zen Restaurant at 5pm and told hour to hour n 15 mins for table so decided to wait - 2 adults and 4 children. 3 hours later still waiting and no one bothered to update. Complained to restaurant manager and then hotel customer service who said would make booking for us another night (normally only for DC guests) and would contact us when made. 24 hours later no contact so chased up and he has gone back on what was said. So we left the queue after 3 hours on a promise that has not been kept. Absolutely disgusted. This is not how a supposedly 5 star hotel treat it guests. Currently in stand up argument with hotel complaints and getting nowhere

I stayed in the junior luxury suite with my husban the house keepers were lazy for two day i had dirty sheets and towels breakfast was horrible we booked a cabana down by the dimond grill in which we got our own beach butler she look bad with her skin bleached and that manly figure she was very rude to ous and demanded a tip of 200 dollers she offered to enter our room and give my husban sex for 500 us i was so upset as we walk the beach there was another life guard she was very young short and had light complexsion kissing on the beach with one of the pool men i had the worst stay ever and will never return.

We haven't even been here for a full day yet, and have still not settled into our actual room 6 hours later, if that doesn't tell you enough already.

To start, I had called to inquire about our reservation and the possibility of changing it by a day due to flight issues. It was the middle of the night and the front desk said they would have someone get back to me to discuss during business hours. However, when business hours rolled around, I received a confirmation email that the reservation was already changed, without any confirmation or consent from me! This caused a ton of issues and 2 hours of waiting when we arrived at the resort. No big deal, happy to wait. But it gets better.

When we do finally get to check in, we are told that Diamond Club that we had called a week prior to reserve was not available for us. After reading the reviews about Diamond Club, I'm actually kind of glad we didn't end up paying for it!

Then we finally get assigned our rooms. Two rooms, for two couples, both already reserved as king beds. One is correct, one is incorrect. We are told the incorrect room was because they saw two males and assumed the reservation was incorrect, without even asking or confirming with us! If that isn't discrimination, I'm not sure what is.

After calling 4 times due to getting hung up on, placed on hold indefinitely, sent to a mailbox that doesn't exist, we have them working on a new room. SIX HOURS LATER AND I'M WRITING THIS STILL NOT IN OUR ROOM! I did however get a very nice call from the gal that helped us at the front desk which was pretty much telling me all the things I did wrong and why she was right the entire time.

For what we paid to stay here, plus after staying at other Royalton Resorts, this has completely ruined it for us moving forward. Not worth the hassle. Not worth the discrimination. Not worth the harassment. And they do nothing about it to make it right, not even a simple apology. AVOID!

While Grenada is a beautiful Island, I can not say the same about the resort. Starting with check-in which took hours because we were given the wrong room. The food at check in was cold and caused most of the guests we were with to get very ill which is why they charge $25 for immodium. The pool at The DC was dirty and the swim up bar was unavailable. Drinks too forever to get and most times they ran out of limes or a particular drink. The also ran out of food at the pool. Food at the buffet was equally as terrible. Staff seemed bothered if you asked them anything. The beach at The DC was full of weeds and unkept. All in all a terrible experience and a lot of time wasted .

Thomas Renewal 30 guest arrive oct 21 check out 0ct 25. Arrive wrong rooms for some of my guest. Paid for bay views got trees and walls. Some rooms Fans was not able to turn off nor Ac. I was in Diamond Club room 11101. My Guess in room 11114 room had a flood we was not inform. Guess walk in to people in her room picking up her clothing lights off she has no clue what was going on they put her clothes in bags and transfer her to another room without telling her. her laptop damage her clothes damage. We have pictures. Her gucci Bag and leather bag was stolen she threating to press charges if the person that stole it did not return it. We fill out a report I have prove. 20 minutes later the manager comes back with the bags. This is sad. My mother in room 11302 was suppose to have a double bed for two people instead they gave them a king size with a pull out chairs which my mom fell out the the chairs we made a report. room 11102 Katanga Powell. she paid for a swim out was told at the day at arrival her room was cancel that she had no reservation for a swim out they gave her a regular room that night not until the next day they fix the problem and gave her the right room. I was promise and upgrade to a Bungalow for all my problems it never happen. I got pictures reports and videos to support my claims. I want to request that Kirby Okafor be reinburse her total at her stay also her computer and clothing that was destroy. I am asking for room 11102 to be reinburse the night she loss because of you guys cancelling her room because your hotel was over book. I am asking for reinbursment for room 11302 Carlota Powell for given her the wrong room and because of not having the right room she is 76 years she fell of the chair and she paid for a double bed. It was the worse experience of a life time. the food was not good, but one good thing the people where kind to help us. My email is [protected]@live.com Tel [protected]. Michelle Thomas.

WORST hotel experience ever

My wife and I had the misfortune of staying at Royalton CHIC Cancun in JUL/AUG. During our stay, we encountered a number of unsatisfactory service, hygiene and housekeeping :

- the ‚housekeeping please‘ sign is taken optional by the hotel team, leading to not cleaned rooms. If they are cleaned, it’s just partly, always. Some parts are not touched at all, dirt from the day before is left, new‘ towels and bed sheets are dirty from the get-go and replenishment of empty hygiene articles is not given

- Cockroaches. Yes, you’ve read right

- Mini Bar Service is a joke. Coming back after a long day on a tour and not having water in your room is a bad experience. Need to call the service twice, waiting an hour and then need to get the water by yourself.. ridiculous.

- Very strong variation in service level in the hotel restaurants. The overall experience was long waiting times, not being served (even ignored in favor to premium guests arriving 30mins later), wrong food, cold food, overcooked food…

- Rude staff with lack of attentiveness

- Voicing out to the ‘guest service’ desk doesn’t help solving any of these issues, are ignored and promised follow-ups are not executed

- The final nail on the coffin was, that the manager admitted the mistakes and errors (as we documented clearly) and proactively offered compensation. This promise was never fulfilled and our e-mails were simply ignored.

It is clearly not the kind of treatment and experience we would have expected from a FIVE STAR HOTEL. Big disappointment!