Review Time
We booked a stay at the resort through a holiday service for our second trip abroad with our 10-week-old daughter. Having traveled extensively in the Caribbean and previously visited the island, we chose this resort due to our trust in the brand. Unfortunately, our experience did not meet expectations. Positives to Note There were some highlights. The bracelet room keys were a smart and convenient feature, eliminating the worry of losing key cards—though guests should be aware of the hefty US$150 PER DAY charge for replacements. Most of the frontline staff were friendly and welcoming, even if it was often challenging to get their attention. We particularly enjoyed the coffee shop, which was bright and airy, overlooking the lagoon, with great staff and a nice selection of coffees, pastries, paninis, and gelato. The three à la carte restaurants were acceptable, and once the booking system stabilized after a couple of days, we could reserve tables with some planning. The Caribbean restaurant became our favorite, although on our second visit, we were unexpectedly informed that there was “no room” for our stroller, forcing us to place our infant on a pillow beside us. This was not what we expected from a family-oriented resort. Consistent Issues The buffet was a significant letdown: limited options, average quality, and poorly prepared dishes. We are realistic about Caribbean resort buffets, but this was by far the weakest we’ve encountered. Basic supplies ran out frequently, even in the first few days—such as water, orange juice, butter, yogurt, straws, and even certain main dishes. Rather than addressing these shortages with urgency, the hotel’s response was indifferent. Other practical problems added to our frustration. The onsite ATM was out of order; cash advances were available but came with a puzzling 10% fee. One of the two lifts in our accommodation block was not operational, leaving a single small lift for nine floors. With a stroller, taking the stairs was not feasible. We even learned to ride the lift upward first just to create space to come down. Our polite request for a ground-floor room was simply overlooked. A Common Experience Throughout our stay, we encountered many other guests facing the same issues—some even worse. Many expressed feeling ignored, dismissed, or even insulted by management when voicing their concerns. Hearing their stories made it clear that our experience was not a one-off, but part of a larger pattern of neglect and poor management at the resort. Customer Service Woes By day two, we reached out to the holiday service to explore relocation options. By day three, we contacted the hotel’s Guest Services directly. This is when our experience took a turn for the worse. Interactions with the Guest Experience Manager were particularly concerning. Instead of helping to resolve issues, the tone was dismissive and defensive, bordering on rude. Conversations were contradicted or denied entirely, creating an adversarial atmosphere rather than a service-oriented one. It felt unprofessional and far below the standard expected from a brand of this caliber. Despite our repeated attempts to find a solution, neither the holiday service nor the hotel seemed able or willing to intervene effectively. Instead, we were offered 20,000 loyalty points in exchange for signing a non-disclosure agreement, which we declined. Final Thoughts While the frontline staff do their best, the resort is clearly mismanaged. The guest services department—especially under the Guest Experience Manager—needs urgent and thorough customer service training. Meeting so many guests experiencing the same issues only reinforced that these problems are systemic, not isolated. There is potential at the resort, but until leadership addresses the fundamental operational and service shortcomings, guests—especially families—should approach with caution.
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 RightTo 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—ConsistentlyThe 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 ExperienceThroughout 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 UnacceptableBy 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 ThoughtsThe 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!
My experience at Royalton Saint Lucia compels me to warn future guests. This resort markets itself as five star, yet fails to meet even basic expectations—let alone luxury standards.🛎️ Communication and Service Failures - It took three weeks to get a reply to my emails before arrival—unacceptable for any hotel. - When my queries were finally addressed, they were handled by one staff member. Once off duty, the matter was dropped. - My in-laws waited two hours at check-in with no apology. - I requested a late checkout on departure and was told I’d get a call back. Over an hour later, still nothing. Perhaps the message needs to be sent to the moon and back.🧼 Room and Facility Issues - Our room was cleaned twice in seven days. The minibar was restocked twice, though it should be daily. Toilet paper was inconsistently replenished, and shower gel was missing from day one. - Air conditioning was poor—not just in our room but across common areas. The heat was relentless. - The resort promotes its app for reservations and service requests. It’s unreliable. A beach staff member (Eric) admitted it “doesn’t work most of the time.” - Requests for shower gel and AC maintenance were marked “resolved” but never addressed. A chat via the app promised a reply in 15 minutes—it took two days. - No iron or ironing board in the room—basic amenities you’d expect even in a roadside motel.🤷 Staff Attitude and Hospitality - With very few exceptions, staff were rude, dismissive, and condescending. This was unanimously felt across our party of nine guests in four rooms. - No one helped with luggage on arrival. - Asking for tea or coffee felt like asking for gold. - Plates were removed while guests were still eating. - One staff member even “steupsed”—a gesture of contempt that speaks volumes. - When I raised issues at checkout, I was met with a flat “okay.” - While waiting endlessly at the poolside bar, another guest approached me and shared that his group had experienced the same problems. This is not isolated—it’s systemic.⚠️ Physical Condition and Safety - The resort is rundown: marked walls, dirty windows, cracked tiles, broken elevators. - I tripped on a raised tile and injured my foot. I have photo evidence of both the hazard and the injury. My foot remains sore, and I will be seeking compensation. No staff member asked if I was okay. - Several in our group became ill after eating fish at the buffet. - We encountered cockroaches, stale bread, and pastries that seemed days old. - Broken glass and trip hazards were visible in the foyer.🍽️ Dining Experience - The dinner policy is baffling. Guests cannot be seated or order until the entire party is present. What policy is that? I’ve dined at Michelin starred restaurants and never seen such nonsense. It’s as if the resort is trying to mimic five star rules but applying them in all the wrong places. - We were told to remove hats at the buffet, yet other guests wore theirs freely. - Our party was turned away from restaurants for not wearing long trousers, while a man in board shorts was allowed in. The double standards are glaring. - The food is appalling. I ordered udon noodles at Zen and was served spaghetti. I have photographic proof of this culinary insult.🚫 False Advertising - The hotel’s five star rating is self-awarded. It is not certified by any recognised body like AAA or Forbes. Based on our experience, this is a three star property at best—and that’s generous.📝 Final Thoughts Do not come here expecting luxury. What’s most disheartening is knowing this review may be buried and ignored. I’ve escalated my concerns to Blue Diamond Resorts, but expect nothing more than a generic reply expressing “concern” and promising to “address” the issues.I raised a complaint while still on site, and not once was I offered any form of appeasement when speaking directly to staff. I will be compiling a portfolio of evidence—photos, videos, and testimonials—and sharing it publicly via social media and directly with Blue Diamond Resorts.
Have just got back from a 2 week holiday at splash, punta Cana, unfortunately very disappointed, the holiday was booked at the beginning of the year, but decided to upgrade to diamond club, just a few weeks before the holiday, we was in block 29, absolutely grim, mould on the walls, leaking air con, bed bugs. Buffet restaurant was dirty, staff unhelpful. We decided to use next doors buffet, which was much nicer as were staff. Hard to book into restaurants, closed more than open. Butler met us first day, after that showed no interest, until last day.Room cleaners were very good, but would be random what was topped up in the fridge.5 out of the 7 of us, went down with a sickness bug, apparently people have been having this for several months at both hotels.I went to Senegal last year for a lot cheaper, and the standards were much better.
They catfish you on google maps with a central location and then your actual hotel is 45 mins away. I booked a suite in Montego Bay to only find out the actual hotel is 45 mins away in a different city. 2 google maps location but they only own one property in Jamaica. Shady Shady
We are currently back from what was supposed to be a relaxing holiday at the Royalton Punta Cana, and it turned out to be one of the worst experiences we’ve ever had. We travelled with TUI and have visited the Dominican Republic many times before, staying at Riu and Bahia resorts, but we have never experienced such lack of care, safety, or management as we did here.From the moment we arrived, things went wrong. The fire alarm went off repeatedly through the night, keeping everyone awake, and it wasn’t repaired for several days. The swimming pools were filthy, with murky water and broken tiles, and even after multiple complaints nothing was done. One evening, my husband cut his foot on broken glass by the pool — other guests, not staff, came to help. Hours later the blood stains were still there. Shockingly, the hotel continues to serve drinks in glass containers around the pool and beach, despite this being a clear safety hazard.The beach is nothing like the photos shown online or in TUI’s brochure. It’s covered in large sandbags, full of debris, and completely unsuitable for swimming. We had to walk to another hotel to enjoy the sea. Hygiene around the resort was also appalling — we saw glasses being washed by hand behind the bar instead of in proper machines, and often not even rinsed. No wonder so many people fell ill during their stay.What made things worse was the total disregard from hotel management. Despite our repeated complaints, no manager came to see us. Staff at reception told us they “weren’t aware of any previous issues,” which is simply not true. The TUI representative on site defended the hotel instead of helping us, and the general manager should be ashamed for refusing to face guests and address such serious problems.This was not just a disappointing holiday; it was a complete failure in safety, cleanliness, and customer care. We will never return to this resort and cannot recommend it to anyone. The lack of accountability and basic standards here is beyond unacceptable.
Hi my name is Debbie I’ve tried numerous times with tui and the Royalton Punta Cana … my sons wedding was organised 2 years ago for this hotel .. 52 guests also flew out there with tui .. within a few days 46 people out of the 52 came down with sickness and diarrhoea mine was confirmed as ecoli not only in my stools but bladder too when I got back … I messaged tui whilst stuck in my room for 4 days saying I need help they said someone from the hotel will be there in the morning a dr .. no such thing ! The bride could not even eat and drink on her wedding day and I pushed myself to stay for the speeches then I had to go straight to my room with my daughter both being sick ! Tui just don’t want to know offering silly tui holiday vouchers to go go against with them it’s not that regognise what you done they have no compassion there need accountable someone hotel we had our fesses coming threw the sinks in bathrooms and they was on the list to not send people there but tui did totally ruins my only sons wedding day something needs to be done about this hotel and tui they really don’t care a month later I’m still suffering and my immune system is so low there was one year old baby who got it really bad so yet another month later her stools have been sent off again as she has reverted back to drinking milk no food .. she still has it mine seems to go then come back I had antibiotics from my doctor fro the bladder ecoli but apparently antibiotics does not treat the bowel .. so it has to go on its own which mine has not and that poor baby is still suffering there is about 10 of us still suffering something needs to be done the hotel needed to be shut down other guest in not in the wedding party were being sick outside restaurants the pool and in the pool ! We need help with this
I was very disappointed with the Royalton Splash in Punta Cana. Given the Royalton is a higher tier in the Marriott chain, I expected more than a 3 star service - I am a regular Marriott wherever I travel and this experience was just disappointing! While the staff were super-friendly and courteous, the issues were barely resolved- no ironing board in the rooms; only one power outlet by the sink; the sheets were damp (due to humidity) and though we had the fan and air-conditioning on it was still very warm in the room (my friend's room was MUCH cooler) - my aircon was not working working very well. The buttons on the phone in my room were broken so it was difficult to call for room service or guest service... The good thing was the shuttle between the other Royalton resorts which is where we spent most of our evenings as there was nothing happening at the Splash for entertainment... overall not much entertainment generally and the bars also closed fairly early at the Splash. The bartenders were clearly unhappy to work there as it was not easy getting service!
What I paid for and what was advertised was not what we received. We had so many issues that I will keep it to our top 3: our room, children’s pool and bars. TLDR: I booked a diamond club presidential swim out to celebrate my anniversary. After traveling for 15 hours with a 1 and 3 year old, the room that I paid for was unavailable due to construction. Royalton never notified me of the construction or change in room prior to my arrival. My options at the hotel were: move to an “upgraded” room on the 5th floor that is 10-15 min further from the beach and not part of Diamond club, “voluntarily” downgrade my room to a non-swim out presidential closer to the beach, or decline to check in and leave. The children’s pool was unavailable for half our stay. Bars were consistently out of ingredients, including coconut, fresh fruit and rum. Yes, rum. Completely unacceptable for a “luxury all-inclusive” hotel. Full story: I booked a stay at the Royalton St Lucia to celebrate my 10 year anniversary. I chose the presidential swim out as it provided easy access to the children’s pool, beach and restaurants. This is the only reason I chose Royalton, since I am traveling with a 1 and 3 year old. Prior to arriving, I was never notified that the hotel was under construction. 1 month prior to my arrival, I called the hotel to make sure that my booking was all set and was assured that my room would be available. “Your room is guaranteed” were the exact words spoken to me. Travel took roughly 15 hours including flights and driving to the resort. When we arrived at the resort, we are told that our presidential swim out is unavailable and that no other presidential swim outs are available. Instead I am offered 3 options: 1. An “upgrade” to a penthouse suite. I used quotes for “upgrade” because this was not an upgrade. My original room would have been a first floor swim out, 1 minute walk to the beach, pools and restaurants. The “upgrade” is a 5th floor, 10-15 minute walk to the beach, pools and restaurants. As a parent: balconies, stairs, elevators and long walks are everything I wanted to avoid on vacation. 3 days into our stay we were moved to a suite closer to the beach. However, the better “upgrade” had no AC and a leaking hot tub. 2. A “voluntary” downgrade to a presidential suite without a swim out. This downgrade did not include any compensation to offset the price difference. This would have put us closer to the beach but elevators and stairs were still involved. Construction was ongoing in the room below so my kids would not have been able to sleep if I chose this room. 3. Decline to check in, leave and possibly receive a refund. This is completely unacceptable. I refuse to do that to my kids. If it was just my wife and I, I would have left and stayed elsewhere on the island. If I chose to leave, Royalton would not have compensated my airfare or airport transfer. Ultimately, we agreed to the “upgrade” to salvage our trip. My kids don’t need to suffer because Royalton decided to be deceitful. It is unacceptable to not inform your guests that construction is happening and that my booking will be unavailable. The lack of options available is unacceptable. I am even more upset at being lied to 1 month prior to my travel. I would have happily rescheduled my trip or stayed at a different Royalton property. Having to make this decision at a hotel lobby after 15 hours of travel is disgusting. I was forced to sign and accept the “upgrade” since I had nowhere else to go. The children’s pool being unavailable was very inconvenient. I’m sure Royalton does not care that they made a 1 and 3 year old cry for 2 days. The bars and restaurants were consistently out of ingredients. Half of the menu was unavailable. The last straw was being told that they were out of ingredients for piña coladas, out of Rum, and out of plantains. Baffling. Other nuisances: Jet skis drifting into swimming areas and hitting people, hot tub having a leak and draining all water, random guys selling weed on the beach, no consistency in drinks with different restaurants having different names for the same drinks, 4 clogged toilets in the main lobby and room. I have more complaints but I’m tired of writing.
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