TripAdvisor Traveler Rating

We were sold a 5-star luxury holiday experience and paid over £5,000 for 7 nights for what we expected to be an exceptional standard of service and accommodation. Unfortunately, what we received was far from acceptable and fell drastically short of the advertised experience — in fact, at times, it was outright distressing. Upon arrival, we were immediately taken aback by the demand for a $200 security deposit. In all our years of staying at high-end, long-haul resorts, we have never encountered such a request. This raised serious concerns about the type of issues the hotel regularly anticipates from its guests — and sadly, those concerns were soon justified. Our bags were kindly taken to the room, and while the initial impression was passable, closer inspection revealed several alarming problems: * The room was dated and poorly maintained. * There was black mould around the bath seals. * Rust was visible on door handles and inside cupboards. * The entire room smelled damp and musty. * Most shockingly, we discovered cockroaches in the room — which is completely unacceptable and raises serious questions about the hygiene and pest control measures at the property. These were not isolated issues. We spoke to around 50 other guests, many of whom reported the exact same problems with their rooms — all of which should never happen at a resort claiming to be luxury. When we raised our concerns, we were told no alternative rooms were available. As I began getting ready for the evening, I noticed that my brand-new trousers were bleach-stained, clearly due to contact with a surface in the room. I reported this immediately to reception and was sent to Guest Services, where my details were taken. I wasn’t contacted again until 2–3 days later. It was only when a TUI rep noticed my frustration that a formal record was created. Had we brought our children — as we nearly did — I can’t imagine how unsafe and uncomfortable this holiday would have been for them. The room conditions alone posed a genuine health risk. The restaurants also fell drastically short of expectations: * The West Indies restaurant was underwhelming. * The steakhouse experience was appalling. Staff ignored guests and sat openly using their mobile phones. When I challenged them, it led to a direct argument — unacceptable at any hotel, let alone a supposed 5-star resort. * For the pre-wedding dinner, half the guests were refused entry due to a booking error between the butler and restaurant staff. After much back-and-forth with management, we were finally allowed in — but split up across the restaurant, ruining what should have been a special occasion for our friends. The food was disgraceful: frozen steaks thrown straight onto the grill, lumpy and cold mashed potato, and completely flavourless sides. We were visibly able to see into the kitchen — it was shocking. On the day of the wedding, we couldn’t get through to room service — no one answered the phones, and the app was completely unresponsive. Again, this is not remotely acceptable for a premium hotel. No drinks or refreshments offered to the bride throughout the morning. Rainy days had absolutely no backup plan from the hotel — no indoor events, no communication, no effort made to accommodate guests. Worse still, the hygiene around the resort was abysmal. At the beach bars, we saw staff "clean" cups by simply dunking them in a dirty container of water — no soap or proper sanitising. The bar areas were filthy and clearly not wiped down with any regularity. As a result of these shocking conditions, many guests — including my husband — became unwell. He suffered severe sickness and was bedridden for three days. Others experienced throat infections and stomach-related illnesses, which we firmly believe were linked to the lack of cleanliness and poor food hygiene. The staff overall were rude, dismissive and not helpful. They couldn’t care less and would actively gossip and slag you off to their colleagues right in front of you. It was disgusting. In summary, this experience was distressing, unsanitary, and absolutely not the luxury holiday we were promised. The presence of cockroaches, ruined clothing, appalling food, and health risks are completely unacceptable under any circumstance — let alone from a holiday costing over £5,000. I formally requested a full investigation into this matter and appropriate compensation for the physical, emotional, and financial impact this trip has had on us.

We are booked for the Royalton Negril from March 24-31. The booking was made in early September 2015. I was just doing some googling on the resort and found some articles on travel websites that they are closed until August 2026. There is nothing on their website. The most recently posted on their website in December 2025 to come enjoy their splash pad. We have received no contact that our booking is canceled. We were on course to turning up on March 24th to find a closed hotel! I first used reddit to find out that indeed folks thought the hotel was closed. I then spoke to their reservation desk. At first they said they had no information that the hotel was closed, but after a wait confirmed that it is indeed closed until August. They said we were not informed because we booked through a third party. Obviously the hurricane was not their fault and was a horrible thing to happen. But to not let folks know they are not open, that their reservation is cancelled, to keep on posting on social media and not let their own reservations desk no is just shocking.

This was my fifth stay at an all-inclusive resort, my second in Jamaica. I’m very forgiving when it comes to minor things at the resort such as air-conditioning not working, bugs, issues with rooms, etc. So for me to leave a one star review says a lot. This hotel cost us almost $500 Canadian per night. It’s not worth half of that. Only one restaurant was open per day. And their menu options were very limited. Half of the hotel was under renovation so room requests weren’t being honored. The food at the buffet was terrible. They had the same food every day, and what they had out for supper one night would be out at breakfast the next day. I also have a food allergy and they insisted on making me special food - which I would stand around the buffet for 45mins waiting for every meal. By the time I got my food, the rest of my family was ready to leave the buffet. They ran out of supplies to make drinks at the bars every single day, specifically the juice mixes, fresh fruit and slush. So if you want fruity tropical drinks you won’t get them here reliably. The jerk hut at the pool ran out of food very quickly every day. If you were at the end of the line, you weren’t getting fed. Don’t depend on the golf carts to get you around, because there aren’t very many and they’re usually parked with no staff around them. The entertainment was mediocre at best. Don’t expect the front desk staff to help you with anything, they are very rude and not accommodating. I will say that the resort was clean, and so were the rooms. We went during off-season so we were able to get seats at the pool easily. We rented a cabana one day and had phenomenal service - it was the best day of our entire trip. This may have been a five star resort once upon a time, but it must definitely is not anymore. If you’re looking for a four/five star stay, you won’t get it here.

Rude staff and my butler Damion Dixon was the worst person ever. Customer service was awful. I Do not recommend this resort.

Been here 3 times now . On the whole a great hotel with lots of evening atmosphere.. the bars are a pretty lively scene not like your usual quiet Tui it’s more like an ordinary bar / club . One night they did a wear white silent disco outside and they really went to town they had girls dancing in hoops on pillars and djs who thought they were in London! But it all is quite tame and quiets down I think around 12 . The days are very relaxing by the pool or by the sea. The pool does have some competitions going on so I tended to go to a quiet spot by beach. Bar service varied greatly .. by the pool it was very poor .. infact in fact I felt the waitress didn’t like me as she practically threw the drinks at me but in contrast the evening bar staff were amazing and very happy showing off their cocktail skills and even remembering your drink choice! The place is very clean and generally staff are happy and keen to help. I don’t know how they faired with the storm and I do hope they get bk to normal if they were effected. I would say that you can’t easily see the infamous Negril sunset from this hotel as they have allowed building that stops it. If that is what you are after I would recommend going to hotel around the corner I think it’s now a Karissma Azul hotel it used to be the Tui Sensatori . This is much quieter place if that’s what you are after!