TripAdvisor Traveler Rating

This was one of the worst hotel experiences I have ever had. The only positive things about this hotel are the rooms, which are decent, and the entertainment staff, who were the only employees that seemed to care about guests and do their jobs with a smile. Everything else was a complete disaster. The customer service was absolutely terrible. Staff members throughout the hotel were rude, unfriendly, and acted as if helping guests was a burden. No one seemed willing to assist, and most employees looked annoyed whenever we asked a simple question. The food was horrible. The quality was far below what should be expected from a hotel of this type, and meal after meal was disappointing. The manager was completely incompetent. He did not know the hotel’s own rules, policies, or procedures and was unable to answer basic questions or resolve simple issues. Every time we sought assistance, we received inconsistent answers and no real solution. It was shocking to see someone in a management position who appeared so unfamiliar with how the hotel operates. Instead of helping guests, he made an already frustrating experience even worse. What made the experience even more disappointing was the overall attitude of the staff. The atmosphere felt hostile, unwelcoming, and disorganized. Guests come to a hotel expecting hospitality, but that was nowhere to be found here. I would strongly advise anyone considering this hotel to stay somewhere else. There are many places where your money will be better spent. Aside from the rooms and the entertainment team, this hotel failed in almost every area. I would never return and cannot recommend it to anyone.

I contacted the hotel by email regarding a brief accommodation request and sent messages to multiple addresses (reservationsczm@park-royalhotels.com; reservations@park-royalhotels.com; reservationscaribe@park-royalhotels.com; reservationscaribe1@park-royalhotels.com; transferswebdirect@park-royalhotels.com; reservationscaribe2@park-royalhotels.com; jrivero@park-royalhotels.com). I asked that, if I had reached the wrong department, my inquiry be forwarded to the appropriate contact. It has been more than nine days and I have received no response from any of these addresses. This lack of basic communication is unacceptable and raises serious concerns about the hotel’s customer service. If they are unwilling or unable to respond to a simple pre-booking question, I have no confidence in their ability to provide reliable service once a reservation and payment are made. I hope the hotel improves its responsiveness; until then I cannot recommend booking with them.

I have booked a superior deluxe ocean view , and I got on top floor building 1 but barely a view on ocean. Very deceived and wasn’t worth the extra cost. No bathrobe as advertised. Plus, the coffee machine wasn’t working. I called first morning and they say : yes yes we will send someone. The day after, still wasn’t fixed. I called again and again: yes yes we will send someone. I’ve catch a cleaning service lady and she did an exchange it with another room! You have to ask for coffee pods every morning and pray they’ll not forget it! Impossible to get early check in as it advertised a possibility and reception try to sell me that 3 pm is early check in! Room is ok, bed was super comfy. Restaurant ok, reataurant by the main pool is very good, buffet not too bad but not so great either. Family pool by the beach was close so another deception. Evening shows are in a conference room, very cold (bring sweaters) and not as expected. Activities in the pm very hard to know where and when Ice cream at the coffee place is awesome. The beach, is tiny and all rocks in water. Need water shoes to walk in the water. Good for snorkeling but really bad for kids. Overall : wasn’t too bad but won’t go back!

They are re doing the theater and large central pool area. Hopefully it will be completed by this time next year when I go back!

Checkin no map and explanation just sign here Main pool closed all week- over crowded other pools Beach was very small we knew that going in over all good Buffet was never warm and very little selections The other two restaurants we ok Snack bar was great Rooms good Entertainment was very poor and week - was in some hall as the theater was closed Alot of entertainment by the pool was only in Spanish Overall for the price not a 4 star