TripAdvisor Traveler Rating

The grounds were nice and the food was good; however, during my stay the telephone and the tv worked intermittently, in fact, it didn’t work the first day and neither was there a directory card attached to the phone; when I took a shower, water collected around my feet, maintenance came on 2 occasions, but the problem was not rectified; There was not any a/c in the elevators, nor in the main lobby. A/C didn’t work properly in the room, at first ; maintenance had to be called. I slipped getting out of the pool on the 2nd day that I was there. The lifeguard came immediately, and I was given ice. Swelling was immediate! I was taken to the nurse; she only put an ointment on a scrap on my foot, but nothing else was done. With the swelling, I realized later that my leg should have been wrapped with an ace bandage to reduce the swelling. I went to an urgent center when I got home, and an ace bandage was used. Why wasn’t this basic first-aid done at the resort? I didn’t see any signs directing me to any place on the resort, so I had to hope that I saw a worker to ask him/her for directions. I saw a bug on one bed one day, and another bug on the other bed several days later; and a ??crawling on the counter in the gelato store. The door frame in my last room appeared to show “damage.” The security hook above the door lock did not keep the door from being opened and the other security measure (turning bolt) could not lodge in the door frame, the hole in the frame was not deep enough (Maintenance did come and did their best; result, security hook worked, security bolt went further into the frame; said return tomorrow to drill the hole/slot in door frame deeper. Nice resort grounds are not enough! Needless to say, I will not be returning!

My stay here. Was nothing short of amazing. Especially with the company of Mr. Tyrone. He’s so charismatic and funny. He has definitely made my trip worth while. So thankful to have found a new friend. Resort was phenomenal. My butlers Tashika and Fitzgerald were so amazing and helpful. Made this resort my new home. Can’t wait to return.

I stayed at The Royalton Blue Waters Montego Bay All Inclusive resort from Wednesday, August 28th, 2024-Tuesday, September 3rd, 2024. I made this reservation via the Marriot website as I am a gold member. I traveled to Jamaica to stay at this hotel with my sister to celebrate my recent graduation. I was very unhappy with our stay and the quality of service that we received and I fill that we should have recieved a full refund. Each day of our stay we were forced to sit in the lobby at guest services for long periods of time to address different problems, instead of being able to enjoy the hotel’s amenities and tour the island. Firstly, the hotel is advertised as being in Montego Bay when actually it is located in Trelawny which made the transportation to get to Montego Bay very far and more expensive. Upon checking in to the hotel, we were greeted with extremely poor customer service. We were told by the staff member who checked us in, named Tashawna, that we would not be allowed to use the original credit card on file that the reservation was reserved with and that we would have to place the hotel stay charge on a different credit card to match the Identification of the person checking in. We agreed and asked if she could change the credit card upon check out and she stated that it would not be possible. However, when management met with us at the hotel approximately 3 days later, they were immediately able to change out the credit card with no problems. I requested a Marriott gold member room upgrade and I was told that the hotel was fully booked and there were no additional rooms available. However, I later found out by the other hotel staff that there were in fact additional rooms available and she just did not want to provide us with an upgraded room. Upon entering the room, I noticed that the room was not clean. There was hair in the shower; the bedding was stained and the floor was not freshly swept. I had traveled from California and after a very long flight, went to take a hot shower-only to find that the shower was not working properly. I called the front desk and the maintenance staff came to check it out and informed me that it would be fixed at a later time when the parts were available. I informed the front desk staff of the inconvenience and was told that nothing could be done, and I would not be allowed to switch to a different room. Later, I tried to adjust the air conditioning unit in the room and realized that the AC was not working properly. I called the front desk staff, and the AC service staff came to the room and stated that the AC unit was broken and the part would have to be ordered before the unit could be repaired. As a result, the room was either extremely cold or awfully hot. This made the room temperature very uncomfortable. Again, I went to the front desk and was told that nothing could be done. I would not be compensated for the inconvenience, and I would not be able to change my room. I also requested additional blankets, towels and toiletries and was told that they would be delivered to the room. However, I never received them. The following day, we contacted our butler to notify him that we had seen roaches in our room. We took a video of the bugs and showed it our butler when he arrived at our room. He said that in Jamaica, roaches were to be expected in theestablishments. We requested that he contact the exterminator, and he agreed. However, the exterminator never came. When he contacted the butler again, he informed us that he would be leaving at 5:00 pm each day and would not be available for evening support. However, we were informed that by paying the additional fee for the diamond club upgrade that we would receive personalized butler service with continuous dailyassistance. When we informed the front desk of our issues with the bugs and lack of a butler support, we were again notified that we would not be compensated for the inconvenience nor be moved to a different room, nor receive a full-time butler. After we complained about the lack of continuous service the butler provided, he never returned to provide services to us for the remainder of our stay. During the course of our stay at the hotel, we went to the front desk daily to inform the staff of issues we were having at the establishment. Each time we requested to speak to a manager and were told that we could not and that we would have to wait and schedule an appointment to speak with a manager at a later date. The front desk staff were not helpful at all with providing a positive solution. And the one staff member in particular, a woman by the name of Tashawna, was very rude and disrespectful to us and other customers in the lobby who had complaints. She stated that we were broke and could not afford to stay at the resort and just wanted a free stay. This was a very embarrassing and humiliating experience. However, we did not ask for our stay to be free of charge. We simply asked for some type of compensation for the inconveniences, repairs, bugs and mishaps of the hotel and poor service that we had received. She then began arguing with us and yelling out insults and continued to refuse to allow us to speak to a manager. We were finally granted to speak to the manager, Rochell, days later and she was very nice and supportive. She apologized for the treatment that we had received. However, she stated that all that she was able to do for compensation was to provide 30,000 Marriott points to my account. I showed her on the website that the daily room rate was 50,000 points per night, so providing 30,000 points for all of the suffering that we had experienced during our stay, would not even cover a full night’s stay. She repeated that she could not provide any additional reimbursement or compensation for horrible treatment that we had endured and suggested that I contact the corporate office for further assistance. I cannot believe that we were not offered any substantial type of compensation and support for the terrible stay that we were forced to endure at this hotel property. I travel often. I have visited 75 different countries around the world and stayed at many luxurious resorts. To say that I was disappointed with the resort, the staff and the service at this hotel would be an understatement. The treatment that we received during our stay was atrocious. I have never been yelled at or talked down to by a hotel staff member. I have never been forced to stay in a room that had bugs or was not properly cleaned. I have never been told no so many times during a vacation in my life. After my excruciating experience, I am warning others…Do not stay at this hotel!!!

My boyfriend and I had a fantastic time during our vacation at Royalton Jamaica. The staff were incredibly friendly and went above and beyond to ensure we had a great experience. Special shoutout to manager Felipe and his team for their excellent service during our buffet breakfast and lunch. We particularly enjoyed the dinners at Dorado and Calypso, where the food was delicious and the atmosphere was inviting. The variety of options made every meal enjoyable. During our stay, we also had the opportunity to go on some great excursions. My favorite was the Luminous Lagoon, which was a truly magical experience. We had a blast hanging out with friends at the sports bar, where we shared plenty of laughs and good times.

All around bad experience. As I was walking to the water park and into the pool I stepped on the grates that surround it to enter and fell through and got injured. The staff didn’t seem to care to help and the “nurse” tried to charge me for bandaids. She was EXTREMELY rude and apathetic. Like, I got hurt on YOUR property and she didn’t care. By the way, someone fell through them the next day. Because of the injuries I was no longer able to get into the water and my trip was ruined.