TripAdvisor Traveler Rating

This resort should be getting constant 5 reviews as it's superbly located and has some great facilities. Unfortunately it's totally let down by the management and in most cases the staff who really don't... want to be there. We'd pre-booked our room on the app - this was moved on arrival no reason given to a middle room from a corner. The food truck by the pool was almost constantly out of half the menu. The food in general was average and worse than our last visit a few years ago. We'd managed to book a restaurant using the app a couple of times but it had overbooked people on the 1st night and then the 2nd time it had booked us in for a restaurant that was closed. Finally on our last morning, my wife had booked an excursion leaving the hotel at 5am and we were going to meet her at the airport. When she went to reception she had to wake the night receptionist to say she was leaving. When myself and our 2 small kids came to check out at 11am we were told as my wife hadn't left her wristband we had to pay 150dollars and couldn't leave until we had. Security was called which frightened the small kids. Management were unresponsive to all emails and we've still not been refunded despite sending the bracelet back. Do not come to this resort. Spend your money on some of the other fabulous resorts on this beautiful island.

While placed in a gorgeous location the good news for us ended there. The ride was more than 1.5 hours- over 2 hours. Upon arrival to the hideaway the greeting was lackluster, and we were sent to our room-... I asked for a water and they pointed to a mini fridge behind some sad snacks that did not have water. The room had issues, we quickly understood we should not request additional things from staff for the room and that the staff was stretched very very thin or did not want to be there. My main issue was the spa and service. The spa claimed to have hydrotherapy. No- they have the pool yes, but they have no cold plunge, no steam room and a tiny sauna. And no attendants at all- it was super underwhelming, and the dead cockroach did not help much. When I arrived, I was asked to smell 5 essential oils and picked 1-orange. Maybe it was because they took another lady back to my treatment room first-then realized whoops- but I was covered in peppermint and eucalyptus... it is ok but then why ask for me to choose a scent? Service: generally lackluster and disengaged. This was really highlighted when a fire alarm went of repeatedly and nobody from security was present to speak with guests coming out of the building. I had to walk across the resort to the main building to be told "we will turn it off" not anything to check if we felt safe or to assure us we were ok. It was like I was nuts for caring about a possible fire OH and that my sleep on my vacation was ruined. Also mixed messages, lack of a sense of urgency, lack of simply greeting guests as we walked past. It was so so odd. It is not worth a two-hour drive. These feelings were not just us. Our party we were with felt it but as we met more and more guests everyone was feeling the same. Just so disappointed!

We had a wonderful time at the Royalton and especially loved our dinner with our waiter Joel. He was awesome and provided great service and good food. We were a party of 16 and he didn't miss a beat with ...the service he provided. Food and drinks came out quickly

Kenya was amazing. I love her. She was perfect. I will come back again and have more work done. First class operation. Thank you again KENYA Also the front desk staff was very efficient and helpful. I loo...k forward to returning next time and spending longer at the spa.

Stayed for 2 weeks in the Diamond Club Swim up suite and it was fantastic, the room was lovely although did have a damp smell when we first arrived and a leak from the Air Con but this was fixed within 20 ...minutes,our Butlers Shadrach and Teddy were so helpful and friendly, check in and out was so quick and easy, the resort is superb with great food, staff and entertainment , the Zen and Italian restaurants are wonderful. We had such a wonderful stay and would like to thank all the staff for making our stay so enjoyable. We will definitely return