Royalton Resorts Reviews 107

No welcome at reception, no welcome drink also after a long flight! Five star not.
Room looking out at swamp Moses everywhere!.
Friends had there stuff taken from pool area look 30mins of chasing to get the return. Beach is filthy with sea weed!.
A travel lodge is better.
Restaurant main has a horrible smell.
Drinks are of a very poor quality.
Mini bar is a joke, plus no tea bags and milk in room.
Holiday from hell!..
I have visited Mexico many times this is the worse hotel ever cannot do the basic properly!…
Also this was a more expensive holiday.
Stay away.

Can anyone help me please - I have been trying to contact the Royalton Mystique Casa Perla for a couple of weeks to cancel my booking and get a refund (as I am entitled too as per terms and conditions) but they are not responding. I have also e mailed Blue Diamond who I understand own the company. Please can someone help? Thank you

Royalton Grenada is not a luxury resort despite charging as if it is. We had a 50min wait time to get into our room upon check in. A colleague who arrived the next day was unable to get her room as the previous guests were checking out after her check in day(like how?) There were bottle necks to enter the buffet as a result of poor staff management, phones were not answered from the room, the buffet items were sometimes not labeled, they ran out of tonic water, no coffee in the room. Small things but not if you want to call yourself a luxury hotel. After leaving another low star review I was advised to email the GM and it's over a month with no response, lodged my complaint via the Bonvoy app and that has also gone dead. I have told two clients to avoid here at all costs and told the travel agent to stop recommending this resort. What's even worse, is compared to the horror stories on the TripAdvisor reviews for here, my stay was great lol

We stayed at the Royalton Chic Hotel in Antigua.
It was everything you would want from a holiday.
The venue was in a perfect location right on the beach @ Dickenson Bay, a most beautiful beach.
The Hotel was well kept & very clean.
A shout out to our maid, Opal, who kept our room spotless, with fresh towels every day.
Chantelle in reception was very helpful as were the staff in general, all so pleasant, friendly and polite.
A shout out to Cedric the pool attendant & not forgetting the lovely bar Manager Kalton (forgive me if I have spelt that wrong) & all the bar staff! Great job. 👏🏾
Also, not forgetting the waitresses & staff in the main dining area, who work very hard, they were all lovely and accommodating .
There were lots of activities if you wanted to get involved, or quiet areas if you didn’t.
For me, this hotel ticked all the boxes and I would definitely like to return there in the future. My favourite destination by far!
Well done to all the staff. 10/10

We went to the one in Cancun. The food was great apart from the chocolate enchiladas they served us. They showed sport on the big screen which was nice.

We are currently at Royalton Antigua. Honestly- if you’re on a budget get away and not particular- it’s fine. However, if you have higher standards and no budget- do not even consider this place. Drinks are terrible (IF you can get one), staff is unfriendly and will make eye contact just to ignore you. Clean rooms and fresh towels- nope, enjoy using a moist dirty towel. The upside- the resort is very pretty. The beach is gorgeous. If you’re on a budget with zero effs and excited to just get away- this will do. Otherwise go somewhere else. It doesn’t even come close to a Sandals standard. And you can make your own drinks with better quality if you stay at a non all inclusive.

I have to mention Miguel! From the moment we arrived he gave us his mobile number so we could message if we needed anything. He made sure all our needs were met. Went above and beyond. Never had service like it. He checked in with us daily, made sure our family was ok & reservations for dinner sorted. All our request were met & more! He really did make our holiday! We are a family of 8 ( grandparents came along). We also have two disabled children with us, one is in a wheelchair & he was always making sure they are ok. All the staff were absolutely fantastic! From check in, check out, all the restaurants, coffee shop, kids club, waiters, room service, cleaners, bar tenders, the list is endless. Every single one of them have been absolutely fantastic! Food is amazing, whether it’s the buffet or the à la carte restaurants. Steak house & cooking show was our favourite, but they are all so tasty and great service! Pools kept clean and tidy, so is all the garden areas. Entertainment absolutely fabulous! We’ve had the best holiday - thank you team! See you again x
The only thing I would suggest is some maintenance on parts of the building (roof leaks around the entertainment area & in some restaurants. Some touch ups in some rooms). But I really can’t complain.

Stayed at Royalton Punta Cana for 7 days. We were 9 persons including 3 kids. Everyone got sick except the younger one thanksfully. We all wasted days in the hotel room doing nothing but rest and was afraid to eat anything to get sick again. I have personally been sick twice. The first time in the middle of the week was mild, but I was the most careful. Eating only well cooked food and bottled water. No alcool and no fried foods. Nothing raw either that could have been contaminated by the water. Guest what, I have been sick in the flight upon my return and that time hit hard. We were assigned a buttler which was really slow to provide service. We asked to get our free bottle at the beginning of the trip, but we ended up having it the last day after hustling. Room services and services from the Diamond club was poor services, employees do not look happy until we started tipping before receiving services and noticed they were starting to smile more which we found weird. I observed a lot as I have lot of experience in management and in the food industry. I can say with my observation and the service we received that there are serious management issues. Managers does not seems to care much. My guess is that they get the big pay and put pressure on their employees. Something is wrong for sure. It was my second time in Punta Cana and also the last time The sickness was brutal. The beach and the sand is the only jewel there.

Firstly the fact that the Royalton Punta Cana emailed me for a review (my email is my name in full btw) and have MY email address associated with someone called ***** is a clear example of the incompetency of this resort and its staff! and only serves to display the inefficiency of this establishment. This was my fourth visit to DR and the worse experience ever! So many negative experiences the list is inexhaustible, money stolen from our rooms, rude staff in the bars, dining areas, broken utilities, cockroaches in the bathroom, a guest service that didn’t complete one request! example day one, had a tap in the bathroom that didn’t work, when reported two days later received a bottle of water!? Like that was the answer to the problem! Oh while I’m on the subject of the rude bar staff, asked for a Long Island ice tea, bar man thought I didn’t understand Spanish so told the lady “just give him rum, he won’t know” brilliant customer service! I brought two cakes for two birthdays we were celebrating only for one to NOT turn up on the main milestone birthday (the main reason for our trip) long story short we ended up with two on the second birthday the next day! Oh, NO EXPLANATION or APOLOGY for the cake not turning up! Just “you’ll get it tonight, I think” As I said the list could go on and on for days and the reality was it did, everyday it was something else, I would start my day at guest services everyday, only for nothing to be achieved no matter how small the request or complaint! This resort only wants your money and doesn’t believe in giving you a service in return, AGAIN WORSE EXPERIENCE EVER, this is NOT a 5 star resort, been to many in DR and around the world ROYALTON YOU NEED TO DROP A BOUT FOUR STARS AND STOP RIPPING PEOPLE OFF WITH THE PRETENCE! Oh and I haven’t even mentioned Nexus / Excursion Tours! Two companies pretending to be rivals but are actually the same company! After bad mouthing TUI and all the other companies they Offered a yacht with a slide for a boat party, with a sunset ride back, what I got was a catamaran and the sun setting while the bus that brought us to the sea stopped at some random store for us to buy stuff nobody wanted! BTW Nexus is endorsed by Royalton so don’t expect any support or anything when your tour/excursions go wrong! AGAIN WORSE EXPERIENCE EVER, 1 STAR ESTABLISHMENT

Words fail me - I have never felt so disappointed and very much disrespected in my entire life that I feel the need to right this review. This hotel and staff were so sub standard, their 5 star rating is a joke and should be removed by Tui from their website. The whole experience has left me very unhappy with numerous incidents to report on from the lack of customer service, staff need re-training in their bars/restaurants, had to have meetings with hotel beverage managers and Tui rep to report ongoing issues including the attitude and behaviour of their of staff towards people of colour, being ignored and talked about in the bars and dining halls/restaurants and the lack of attention to detail from staff including spoiled birthday surprises, the spilling of wine on the dining table, spilling of water on our party, rushed dining experiences, not to mention my whole party have been unwell whilst we were there and since we have returned with stomach complaints which is not surprising as we were served sub standard lukewarm, tasteless food which was under cooked and very poor in quality. The only positive was the staff member cooking fresh omelettes daily who was on point and served the hottest food and was always polite. We had money stolen from our room on the second day of arrival, which resulted in the police being called as the hotel were unable to suitably resolve the situation, there were other daily incidents which were reported. All in all, a very bad experience, I would never want to repeat and for anyone else to be subjected to.

My room was basic at best with scratches all over the floor and stains on the couch. Since I work for a hotel, I can almost let that slide. The service, however, was atrocious!!! The staff acted as though they were doing us a favor, barely greeted us(me and my party) when they would see us. We came to the conclusion they were somewhat racist as we observed them act quite differently with the Caucasian guests. I am aware they are black largely, but they will tell you they do not identify as such. We had money stolen, staff refused to serve us and were just plain rude. The guest services manager tried but the 2 stars tells me all I need to know. They need an overhaul of their staff and need to provide training in customer service.
The food left so much to be desired. The breakfast with the exception of a fresh omelet, was cold and not very tasty. Even the restaurants on the grounds had terrible food, an unidentifiable substance they called steak, freezing ribs with a very sugary and otherwise tasteless sauce and other food that was just unacceptable in a so called 5 star resort. The entire experience was so far below my expectations, I will never return. Got a stamp in my passport though!! 🤪

Definitely not a five star hotel. 3 at best
Everything is just barely ok. Grounds don't have a Caribbean feel at all. Pools surrounded by concrete. Lazy river has no current. Food is ok but thats it - just ok. Sometimes quite cold as well. Being an American chain they have cornered the market on how to charge extra for just about everything. Upgrade to ocean view not worth it - ocean view in ALL of the "ocean view" rooms must be obtained by standing outside on a corner of your balcony - just a glimpse of the ocean for one person to view at at time. This is not just my room but in all of them save for a small handful rooms allocated only to the diamond club. Pretty sad...

Prime Travelers Club Sales Tactics Ruined Our Stay
Our vacation at Royalton Splash Cancun was overshadowed by an extremely deceptive and high-pressure Prime Travelers Club sales presentation.
We were told it would be a 90-minute presentation and made it clear we had a strict time limit. Instead, we were kept for over four hours, pressured to sign documents without adequate time to read them, and repeatedly denied requests to return later. And our IDs and credit card were being held so we couldn’t just walk away. I became lightheaded from not being allowed time to eat, which we also communicated.
Within hours of signing, after finally reviewing the paperwork, it was obvious the membership was nothing like what was verbally promised—full of restrictions, hidden fees, and far more limited benefits. We cancelled the next morning but still lost a $995 “non-refundable” administrative fee.
We wasted more than seven hours of our vacation dealing with this and the stress ruined the rest of our trip. The cancellation process was also filled with errors and conflicting information.
If you stay here, skip the Prime Travelers Club presentation entirely. Because of this experience, we will never stay at a Royalton resort again.

It is impossible for me to believe the good reviews for this place. We stayed there from Dec 27 to Jan 3, 2026

Pros
Large, well-lit rooms
Daily stocked minibar (water, beer, soda)
Plenty of pools
Brazilian and Mediterranean restaurants were very good
Japanese was average.
Cons
This is an enormous, overcrowded resort with 17 interconnected buildings and poor signage. Elevators were unreliable or not working at all, and there was a sewage smell during certain times of the day.
We booked 3 rooms in advance but they put us three floors apart, and that was a problem for the grandchildren.

The all-inclusive experience is clearly tiered. Unless you pay for Diamond, service and amenities are noticeably inferior: no beach chair cushions, worse food, and slower service.
EVERYTHING is gratuity-driven and expected.

Food stands frequently run out of items (burgers without fries, limited portions).
The buffet claims to close at 4:00 PM but staff began removing food at 3:30, refusing even a piece of fruit while it was still on display. The buffet is actually good, but coffee machines don't always work.

Beach towels often ran out, and chair reservations are chaotic, guests wake up at 5:00 AM to reserve chairs, yet tipped staff would remove other people’s towels to give chairs to others.

Sunscreen: $35 but you get a beach bag if you buy two.
And if you have a headache and no medication, might as well be prepared to spend a lot.

Restaurant reservations are nearly impossible. We are a family of 7, but bookings max out at 6 and always unavailable. After complaining to the office, we were booked as 6 and then challenged and hostesses "had to speak to management" upon arrival.

Food quality varied widely:
Brazilian: excellent
Mediterranean: very good
Japanese: good
Hunter Steakhouse: sub-par unless you buy a $70 steak
Smoke BBQ & Mexican: poor food and rude service
Italian: their Surf and turf for new year's consisted of a small piece of steak and ONE SHRIMP.

With over 3,000 guests, lines were everywhere. Check-in was chaotic, took over an hour, and check-out was just as slow. Even our grandchildren (8 and 11) were counting the days to leave.

Bottom Line

Nice rooms and a couple of good restaurants do not justify the price. This was a very expensive trip and a disappointing stay.

Beware of all-inclusive deals offered by the Royalton Riviera Cancun Resort & Casino. There are long food lines at the only restaurant on the property included in the package. Other restaurants are available only to Diamond upgrades. Food runs out, and some "chefs" at the live cooking stations have never cooked before. Bar tenders are curt unless tipped generously.
The Diamond upgrade includes a butler with a very, very limited role in day-to-day needs. Room service orders are forgotten unless you call and follow up. They also do not honor late checkouts, which is advertised as a Diamond upgrade feature. Ocean views are either very partial or nonexistent.
If your return flight is cancelled or delayed, the "Nexus" tour folks don't care and won't change the pickup time. But they will list you as a no-show if you didn't take the airport bus at the original time, even if you give them advance notice. They say that same-day changes are not allowed. That is their policy. In what world do flights not get cancelled or delayed without warning? Also, they do not honor the Marriott Bonvoy loyalty program, even though they are listed as a Marriott property.

We booked a 7-night luxury all-inclusive vacation to Royalton Saint Lucia through JetBlue Vacations, paying over $5,100 for a Diamond Club package.

During our stay, the resort experienced a multi-day air-conditioning failure that made our room uninhabitable for sleeping in a tropical climate. This issue was acknowledged by both the hotel and JetBlue Vacations.

Where JetBlue Vacations fell short was accountability and resolution. Although JetBlue contacted the hotel, they deferred responsibility entirely when the hotel declined compensation. JetBlue Vacations then issued a $400 future-use credit, rather than compensation tied to the trip we already paid for.

As the seller and payer of the vacation package, JetBlue Vacations should stand behind the product it sells. A future credit does not reasonably compensate for loss of use, lost sleep, and essential amenities not provided during this trip.

JetBlue Vacations may be convenient for booking, but travelers should be aware that when serious problems occur, resolution may be limited and responsibility shifted back to the hotel — even when JetBlue sold and collected payment for the package.

I'd like to point out that our successful stay at this hotel was made possible by Luis, the lobby staff member. He helped us with literally everything; he was very discreet and professional. The room we were assigned was conveniently located for getting around. Overall, all the hotel staff were very friendly and professional.

I also want to say a special thanks to the hotel staff for ensuring we didn't encounter a single mosquito. Believe me, it's incredibly rewarding to not be bitten even once during your entire vacation, especially the kids :).

We just got back from Royalton chic, Dominican Republic. I’ve stayed in a lot of all inclusive hotels, all 5 star and worth it but this was rated a 5 star, which from experience certainly wasnt! The place is nice but needs revamping, the food is awful and I suffered from food poisoning the whole week. That’s the buffet, and the restaurants. Very poor. The cleaners did a great job cleaning the rooms and staff are friendly, but overall 2/5. Disappointing.

We booked Royalton Antigua through British Airways Holidays for our 2nd trip abroad with our 10-week-old daughter. Having both travelled extensively across the Caribbean—and visited Antigua previously—we chose this resort because we trusted the Autograph Collection brand. Unfortunately, the reality fell well short of expectations.

What the Resort Gets Right

To be fair, there are positives.
The bracelet room keys were a clever and convenient touch, sparing us the hassle of misplacing key cards—though guests should note the steep US$150 PER DAY fee if it gets lost. Most frontline service staff were warm and friendly, even if it was often difficult to get anyone’s attention.

We also genuinely enjoyed the coffee shop: bright, airy, and overlooking the lagoon, with great staff and a good selection of coffees, pastries, paninis, and gelato. The three à la carte restaurants were decent, and once the booking system settled after the first couple of days, it was possible to reserve tables with some advance planning. The Caribbean restaurant became our favourite, though on our second visit we were unexpectedly told there was “no room” for our stroller—forcing us to place our 10-week-old on a pillow beside us. Not exactly what we’d expect from a family-friendly resort.

Where the Resort Fails—Consistently

The buffet was a major disappointment: limited variety, mediocre quality, and poorly cooked dishes. We’re realistic about Caribbean resort buffets, but this was by far the weakest we’ve experienced.

Basic supplies ran out repeatedly, even during our first few days—water, orange juice, butter, yoghurt, straws, even certain main dishes. Rather than showing urgency or accountability, the hotel’s attitude towards these shortages was indifferent at best.

Other practical issues compounded the frustration. The onsite ATM was broken; a cash advance was available, but with an inexplicable 10% fee. One of the two lifts in our accommodation block was out of service, leaving a single, small lift to serve nine floors. With a pushchair, using the stairs wasn’t an option. We even learned to ride the lift upward first just to have space to come down. Our polite request for a ground-floor room was simply ignored.

A Widespread Problem, Not an Isolated Experience

Throughout our stay, we met an entire community of guests dealing with the very same issues—some even more severe. Many told us they felt ignored, dismissed, or outright insulted by senior management when they tried to raise concerns. Hearing these stories made it painfully clear that our experience was not an unfortunate one-off, but part of a broader pattern of neglect and poor leadership at the resort.

Customer Service—Where Things Went From Disappointing to Unacceptable

By day two, we contacted British Airways Holidays to see if we could relocate. By day three, we involved hotel Guest Services directly. This is when our experience deteriorated sharply.

The interactions with the Guest Experience Manager were particularly troubling. Rather than helping to resolve issues, the tone was dismissive, defensive, and at times openly rude. Conversations were contradicted or later denied entirely, creating an atmosphere that felt more adversarial than service-oriented. It was surreal, unprofessional, and far below the standard guests should be able to expect from an Autograph Collection property.

Despite our repeated attempts to find a solution, neither BA Holidays nor the hotel seemed able—or willing—to intervene meaningfully. Instead, we were offered 20,000 Marriott Bonvoy points in exchange for signing a non-disclosure agreement. We declined.

Final Thoughts

The frontline staff do their best, but the resort is plainly mismanaged. The guest services department—particularly under the leadership of the Guest Experience Manager—requires urgent and comprehensive customer service training. Meeting so many guests experiencing the same issues only reinforced that these failures are systemic, not isolated.

There is potential at Royalton Antigua. But until the leadership addresses the deep-rooted operational and service shortcomings, guests—especially families—should approach with caution.

Royalton Hotel St Lucia. Right deserves its reputation as the worst hotel in St Lucia. Location great but hotel standards very poor. Staff don’t give a damn (must be paid peanuts). But worst of all …. The noisey entertainment. So loud every night, bong, bong drums, awful singers. Clearly failing to entertain so their answer is “turn up the volume.” Can’t escape the noise. DONT GO!