Our room was not cleaned regularly, fridge not stocked, towels not changed everyday. Hotel staff unhappy/rude Hotel kept running out of certain food & drink including ice & water

We arrived in Antigua really looking forward to our holiday but from the moment we checked in we felt letdown. As a family of four we had requested two rooms next to each other yet we were placed on completely different floors. We turned up on the first morning as requested for our Rep meeting only to be told after waiting for nearly 15 minutes that she was not going to be arriving that day and we never saw her during the rest of our visit. Both rooms were a decent size. but one of them smelt musty and damp and there was no ceiling fan, unlike the other room. The mini bar was only occasionally stocked and we often had to request bottled water and coffee. There was a coffee making machine in the room but no kettle therefore making a simple cup of tea and coffee was not an option. I would not expect to book a five star hotel and have to continuously request for my coffee supplies, bottled water and drinks in the mini bar to be replenished. This should be standard. More often than not we’d return to the room to an empty mini bar. Housekeeping was inconsistent as well, some days the rooms were not serviced again leaving us to consistently have to request for our beds to be changed and our towels to be replenished again not 5 star service. Service across the hotel was very mixed. Some staff were lovely but others clearly didn’t want to be there. The bars regularly run out of the basics including beer water, cocktail mixers, ice, and even straws. The beach bar was the worst, the bar attendant often sat on his phone avoided eye contact and if there was no beer, he simply pulled the tap down to show a squirt of foam as this “answer”. We were regularly told that he was out of an item and we had to then make our way to another bar which if you were lucky had the items if not then had to move along to the next bar. So whilst sitting on a five star beach you then had to make your way potentially to three bars to get a drink, is this classed as five star service? The staff mostly gave the impression they didn’t want to be there as every corner that you looked into there was a member of staff on their mobile phone whether that be somebody behind the bar, in the restaurant’s or the cleaners. There was never any management around to oversee the running of the hotel, the staff were left to their own devices often talking and joking amongst themselves. Not sure how you can run a hotel with no management to be seen. Whilst talking to other customers at the hotel who had also put complaints forward, they were advised that the hotel manager had been on annual leave and had left nobody in charge, apparently there was no assistant manager to oversee the running of the hotel in his absence The beach toilets were also in a terrible state often not flushing and we ended up having to go back to our room to use the toilet as the 4 toilets on the beach were not working and this went on for the whole two week stay. It would appear there was no on-site maintenance to deal with the problem and there was never a Cleaner to be seen to report the problem too. We advised the bar staff at both the pool and the beach that the toilets were not working but this was completely ignored. For a hotel sold to us as five star this was nowhere near the standard expected. Nobody seemed to be in control and we even saw staff arguing in the restaurants. Many guests were complaining and it was clear that we weren’t the only ones unhappy with the service. The food was just about okay but we only three restaurants and one buffet. The menu’s become repetitive very quickly, after two weeks it was boring and the service was chaotic. Daily we would have to protest to the beach attendant that we didn’t want our umbrella to be put down as we were still on the beach trying to shade from the sun. The beach attendant only had one task, this was putting down the umbrellas. The sun beds were never tidied and never washed or wiped down. Every resort I’ve ever stayed at has always been tided and cleaned at the end of the day. The plastic glasses were left on the beach tables until we removed them and took them back up to the bar. The tables were never wiped down, in fact, the beach tables were filthy The evening entertainment was okay but the program was run on a weekly basis so therefore week two of our holiday we had a complete repeat of the previous week, including not only the shows they put on but the quizzes. The entertainment program was clearly aimed at American customers who only visit the resort for 4 to 5 nights and not customers from the UK. The real shame is that the hotel sits in a beautiful location. The beach is stunning and the sea is turquoise and crystal clear the only redeeming feature of the whole stay. We paid a lot of money for this holiday, as believed it would be five star as sold to us because I have personally stayed in other Royaltons in the Caribbean and have always been really pleased and completely satisfied with my holiday. I truly believe that the star rating should be reviewed or the hotel removed from your brochure.

If you want to party excellent. But if you want a quite relaxed holiday not appropriate.

I have submitted a complaint regarding the accommodation and food

The hotel is poor , service is so bad , ran out of drinks at bar constantly that’s all bars , we had to complain to management , the sports bar is terrible tiny and doesn’t open bar till 6 at night so we had to walk to another bar to get drinks when my husband wanted to watch football , the restaurant are closed on different nights , the food is all the same and everything is cooked in garlic and is often served cold and dry , long waits up to 1 hour for dinner to come in restaurants, went to steak restaurant and they ran out of chips I don’t eat garlic so couldn’t eat anything else , the food truck for lunch never had plates it was awful for the staff telling everyone we have no plates to give you your food on! there was no tui rep in hotel to speak to so they could witness it , they would have been unidated with complaints to be fair. Antigua is beautiful the hotel setting is lovely , but with the service it’s not a 5 star hotel more like 3 star , we chose this hotel because we stayed at the Royalton Om St Lucia it was amazing , I do not think after this experience I will want to go back to a Royalton , the diamond club waiters would push in front of you at bar or the burger van cus they were allowed preferential treatment it was very rude ! every other English and American person we spoke to in hotel felt the same , we wouldn’t normally moan about hotel but I think tui should not recommend this hotel to anyone, there wasn’t anything goi g on with the entertainment either and the pool bar only had 1 staff on either bar so they were no fun cus they were so busy , never seen such a booring pool bar anywhere they should be fun