TripAdvisor Traveler Rating

My experience at this resort was extremely disappointing due to consistent service issues and a lack of care across nearly all departments. The problems were not limited to the app—it reflects a broader issue with how the resort operates and how guests are treated. From security to the butler service, front desk, and excursion desk, there is a clear lack of communication, accountability, and customer service. Staff often appeared uninterested in assisting guests. For example, something as basic as requesting water during the day became unnecessarily difficult. We were repeatedly told none was available and were directed to go find it ourselves at the bar, which is unacceptable for a resort of this level. Excursion management was another major issue. When an excursion was canceled, it completely disrupted our plans. Instead of offering alternatives or solutions, we were simply told to wait up to 10 days for a refund. There was no effort to accommodate or recover the guest experience. Security was also concerning. One staff member, Joe, was particularly rude and dismissive. He showed no regard for elderly guests using canes, refusing to arrange a cart and telling them to walk to their room instead. This lack of basic courtesy and accessibility support is unacceptable. The room conditions added to the frustration. There were frequent power outages, towels were often not replenished, and the shower leaked water into the surrounding area. Basic amenities such as the iron were also broken, reflecting poor maintenance and attention to detail. When we raised concerns about unsanitary conditions and maintenance issues, the response was equally disappointing. While the resort was willing to switch rooms, they downgraded us in the process—moving us from the room we originally reserved to a smaller, one-bed room with no view. This felt like a penalty for reporting problems rather than a solution. The butler service, which is supposed to enhance the stay, was unreliable. The assigned butler was rarely available and made restaurant reservations based on their own schedule rather than accommodating guest preferences. Overall, the resort limits guests’ ability to enjoy their stay due to poor service, lack of responsiveness, and operational inefficiencies. It felt like no one truly cared about the guest experience. Significant improvements are needed across all areas before I could consider returning or recommending this property.

Had a great experience overall, the steak house was great for the all inclusive and we ate there at least 3 times. We also liked the lobster shack on the beach (not affiliated with the hotel) although it’s a little expensive there. We were diamond club and this was a great experience. In particular breakfast in the diamond club lounge was good and we had breakfast there most days. The main restaurant was fine but busy and the club lounge was quieter. The big disappointment was Grazie as the breakfast and evening service wasn’t as good as we’d had at Royalton Grenada and I did find the attitudes of the staff at Grazie Royalton Antigua strangely awful and out of place with the rest of our experiences with staff. No issues for us finding sunbeds or a spot by the pool. Massive shout out to our butler Brandon who was great and brought us special requests for the mini bar! Other great staff were Jenny in sports bar, Orvenia in coffee lounge, Niecer in concierge, Carleen in lobby bar, Jamella in Caribbean restaurant, Christopher the chessmaster, Dale and Beverly at Hunters and last but not least Jeante. Had a great stay for the price and would come here again.

The staff was friendly and helpful. While improvements were being made to the property the actual rooms/suites show evidence of wear and tear and need some attention.

Horrendous experience from start to finish. We’ve travelled extensively across the Caribbean with our two children, and this is by far the worst customer service we have ever encountered. The staff’s attitude is shockingly poor, so slow, dismissive, unhelpful, and at times outright rude. In the buffet restaurant especially, we were met with constant side-eyes, dirty looks, and were often ignored completely. Other areas of the resort were marginally better, but still far below any acceptable standard. Check-in was an absolute ordeal. After an 8.5-hour flight, we waited 90 minutes, only to be given a room with a single king bed for a family of four. The lobby was filled with frustrated guests facing similar issues, many of whom were being dismissed by staff who simply refused to help. It was genuinely uncomfortable to watch people on vacation who had spent a significant amount of money being ignored while trying to resolve basic problems. Our room location made matters worse. We had a room on the ground floor next to what sounded like a service or bin area, and every morning at 5am we were woken by loud trolleys and noise. Flies and mosquitos in the room, smeared across the walls from people before us swatting them.AC freezing with no way to control the temp! Completely unacceptable. I usually take negative reviews with a pinch of salt, but in this case, every single one rings true. The food is below average! Bland, uninspired, and lacking any quality. The only redeeming feature is the beach and the crystal-clear water, which are naturally beautiful not something the hotel can take credit for. This is not a cheap destination, and it simply does not deliver. Once they have your money, the level of care drops to zero. Guest services and frankly most of the staff are in desperate need of proper hospitality training. We are still here and genuinely shocked that this place continues to attract bookings despite the overwhelmingly negative reviews. This property needs a complete overhaul from management to staff before it can be considered a worthwhile destination. Save your money and go elsewhere.

It's horrid, horrible service, rude staff highly don't recommend