Advertised as a luxury resort but every day the bars ran out of drinks. Restaurant service was poor with many options not available. Only received mini bar top up once in 14 days, we had to telephone and ask for items. Hotel management appeared clueless of the issues even though they are discussed fully on trip advisor and social media outlets. Having to make bookings for restaurants was new where previously you could show up and wait on table, only 2 restaurants opened each night which made sourcing books very difficult.

Staff was amazing. Food in buffet let it down

We stayed in the Diamond Club swim up room, it was in a great location facing the beach, only 20 meters away. the room was very spacious and immaculately clean. Our butlers, yes 2 butlers! were very attentative, and always checked in to see our holiday was going well.

Feel the resort opened to early after hurricane Melissa. Lots of new staff who were under trained

Problems with our room and facilities * The television in our room (3201) was broken for more than 24 hours. * The tap was leaking continuously, with water running onto the floor, for more than six days. We complained daily via the Royalton app chat and also at the desk. In total, we must have complained more than 14 times. * The shower in our room was blocked and took approximately 30 minutes to drain. Once one person had showered, nobody else could use it without waiting for the water to clear. * When we were moved to a new room (2219), there was no bath plug and the bath was leaking. * The curtain in the new room was broken. * The shower door in the new room failed to close properly. * The fridge was not refilled daily in either room, and on several occasions we struggled to obtain bottled drinking water, even from the coffee shop. * The lift serving our building was broken for two days. * Our room was not cleaned daily as expected. When housekeeping did attend, they often arrived after 4pm, just as we had returned to the room because of the rain, or did not attend at all. This meant we were unable to enjoy the room without being disturbed or having to decline cleaning. Restaurants, food and drinks We were particularly disappointed with the dining situation. Seven restaurants were advertised, yet on a daily basis only two restaurants were generally open, excluding the buffet. This severely limited our choice of dining. Even when restaurants were open, several menu items were unavailable, such as steak at the Steakhouse. There were also limited drinks, long waiting times and, on occasions, extremely poor customer service from staff. The standard of the food was considerably below what we expected. Some dishes were excessively oily, while others had a very poor taste or very small portions. This was particularly disappointing given the choice and quality of dining advertised when we booked the holiday. Drinks were frequently unavailable at the bars, including frozen cocktails that were listed on the menus. Escalator The escalator was broken for the majority of our holiday. This was particularly concerning because of its location and the number of people using the area after drinking. We felt this created an unnecessary safety concern, particularly when guests had to use the alternative route or walk carefully down the metal steps. Staff behaviour and customer service We experienced extremely poor and, on several occasions, rude customer service from approximately six different members of staff during our stay. This was not simply one isolated interaction; it happened repeatedly and contributed significantly to our overall disappointment. The check-in experience was particularly poor. The woman dealing with us appeared more interested in chatting with colleagues about matters unrelated to work than assisting us. There was very little eye contact or attention given to us during the process, which was not the welcome we expected after travelling to the resort. She did not explain how to make dinner reservations and simply told us that we could only use room service for dinner that night because it was 7pm and too late to eat in the restaurants. We later found out that we could have eaten in the Gourmet Marche Buffet restaurant and Score Sports Bar. Had this information been provided at check-in, we could have made our own decision about where to eat. The greeter at the Hunter Steakhouse restaurant was extremely rude. She was abrupt, failed to make eye contact and appeared frustrated when dealing with guests. Her manner was also noticed and commented on by other people waiting to be seated. The member of housekeeping staff responsible for cleaning our room appeared to be pushing for a tip and was annoyed that we had the “Please Service” sign displayed when we were about to check out. We had only returned to the room for ten minutes while waiting for our bags to be collected and had spent the entire morning by the pool. She had also been annoyed that we returned to our room at around 4pm the previous day. We had been in the room for approximately two hours to avoid the rain and get ready for dinner, but we should not have had to explain or justify this, particularly when the housekeeping service had not been provided earlier in the day. The lady working at the Guest Services desk on Saturday, 26 September, was very blunt regarding the leaking tap and did not appear to listen properly. My partner explained that the tap had been leaking for five days and that the front-of-house manager had said we would be moved to a new room via the app. However, she repeatedly stated that she would speak to maintenance and did not check the notes relating to our previous complaints or the outcome of the maintenance report. My daughter was asked to leave while eating because she was not wearing shoes in the buffet restaurant. The member of staff simply told her that she had to leave because she had no shoes on and did so in an extremely rude manner. I spoke to her afterwards and explained that nobody had mentioned this requirement when we were seated or while we were in the buffet area. I also explained that my daughter has FND and that the situation could have been handled much more politely. I completely understand that there may have been health and safety reasons for requiring footwear. However, this was not initially explained, and it was also the tone and manner in which this was communicated that was unacceptable. Finally, the TUI representative was not friendly and was quite rude. We tried to visit her on Thursday, 24 September, but it was her day off. We spoke to her on Tuesday regarding check-out, and she was very abrupt and barely made eye contact, simply telling us, while looking down, to look at the app after 5pm. We were later asked to speak to her by the hotel guest services about a £150 gesture of goodwill for the leaking tap. This was agreed with Royalton, although we were initially told by guest services that an excursion can be arranged as an apology with the TUI rep. However, the TUI rep immediately made a comment about us not booking an excursion with her and questioned why we had complained to the hotel about the room issues rather than to her. We had booked one excursion, but it was booked through the resort on the day she was off, and we felt that complaining to the hotel was more appropriate than complaining to our representative. We should not have had to explain this. Her customer service and attitude added to our disappointment. This is also why we did not raise every issue with her, as she seemed unwilling to listen when we tried to explain the problems we had experienced. She also failed to send the compensation link, which I subsequently had to request via the TUI app. We also experienced repeated pressure to join the resort’s Prime membership. This happened daily and became so intrusive that we found ourselves taking longer routes to the main building or back to our room simply to avoid being approached. This was completely unacceptable on a holiday where we should have been able to relax without repeatedly being subjected to sales pressure. Cockroaches There were also a significant number of cockroaches around the resort, including inside restaurants such as the Calypso and Grazie. We saw at least 25 cockroaches during our stay. Seeing cockroaches in dining areas was particularly concerning and had a direct impact on our confidence in the hygiene standards of the resort. On one occasion, a guest had to ask the waiter to kill a cockroach in the Calypso restaurant, while the waitress in Grazie noticed one herself and killed it.