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Royalton Negril, Jamaica

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.Rooms3 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. DiningThere 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 WaiversDuring 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.QueuesPoolside 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.

Date of experience: Jul 11, 2025