TripAdvisor Traveler Rating

The grounds looked very well-manicured and when we arrived the bell staff was wonderful. We got to the front desk and the room wasn't ready. Braylin, told us to come back in 10 minutes. In the meantime, since we were checked in, we could go eat lunch at Score (food was ok, nothing amazing or even above average). So, we came back in 45 and the room still was not fully ready. It seems there was a new system put in place during Thanksgiving week - one of the busiest times, and desk personnel were expected to handle it and the people in real time but not quite getting it done. The system's project managers and resolution specialists made things worse. We get to building 16, room 232 and there was a stain (not sure if blood or not) on one of the 4 pillowcases; the patio had both a glass and a screen door and the rubber around the screen was coming off; there was no ironing board, iron, nor steamer; the coffee table looked like some one used it for a paint 'n sip' party. We called to housekeeping and the front desk, nobody came through to assist with anything. The next day after we went to breakfast (buffet) food was good and the omelette stations were great. After that we tried to get our room issues resolved. Two-three hours later, conversations with guest services and the Bonvoy/ Marriott representative Alberto (he got us a satisfactory outcome), we were in a different room in the same building. This room was nicer, but water pressure needed work. Housekeeping didn't really mop floors if you were still a guest of your assigned room, so I questioned the sanitary and housekeeping practices for room cleaning. The grounds were well-kept, the pools were nice and clean, staff was constantly cleaning. Need signage for better directions check in / check out (initiallythere was a large sign for checking out). Need more people who are fluent in both English and Spanish at front desk. Restaurant Marché (buffet for breakfast and dinner) needs some upgrades. Pedrorito- front desk manager somewhat helpful but would walk away and we didn't know if he was coming back or not (until we saw him). He still didn't come back to us to complete the discussion. Alberto (Marriott concierge) was phenomenal. Aly- manager Wender- guests services tried to help as best as possible. Kept putting the right resources in front of us. Grazie- love the way the hostess disinfected and wiped down the menus. One of the managers Angel went above and beyond to help us. Maria, fantastic housekeeping engineer (even though didn't see a mop or smell Fabuloso except when we checked into that room). Samuel, wonderful waitstaff (Marché and Oceanside) Pedro/Damian and Amancio wonderful waitstaff (Hunter Steakhouse) Juan Carlos at Marché asked how was the food, did we need anything, the whole interaction was surreal and welcoming. The food at Gala Night on Thursday was filling and, if I'd have known that, I wouldn't have ordered lobster and the tomahawk at Hunter Steakhouse (although it was delicious)! Overall, Not what I'd expect of properties which carry or are affiliated with Marriott's name. The Autograph Collection here, leaves a lot to be desired.

Had a great time here before christmas getting some sun with my family. Service was great at the pools, bars and the casino. I had a great time especially with Ana y Roni, one of the bartenders at the casino. Pasé un rato muy bien antes de la navidad, hacer sol con mi familio. Servicio fue excelente a las piscinas, bars y el casino. Lo pasé muy bien con Ana, unas de los bartenders en la casino.

AVOID THIS RESORT AT ALL COST!! This has been the worst experience of my life. I have spent 3 days of my vacation at the front desk trying to resolve issues with the check in and they aren’t concerned about helping me. On top of that we booked 3 rooms with 4 people that they put in a room with a king and a pull out bed. We have been here for 2 nights and still don’t have any bedding for the pull out beds.

This is our first time in Royalton and unfortunately, it was a DISASTER. I already made multiple complaints to the guest service because, regardless of the careless and bad service we were given across the hotel by their staff, as well as other inconveniences like the mini-bar not being fixed after multiple calls to the reception over several days, or me getting an injury because the beach staff removed the towel from my sunbed because a larger family needed an extra one, and I had to find another one to be able to lay and crashed my foot in the process, today we were also SCAMMED by the hotel staff. This deserves a review on Google while we are still at the hotel to see if there is any competent managers working at this hotel to talk to. Yesterday, we were offered the opportunity to choose 3 gifts in return to watch some hotel promo. We chose the free massage at the spa. The next day, the staff came 40min late to the agreed time and then told us that there was nobody available to give us any promo anyways; and that there were no gifts as promised; we were only going to get some coupons to the spa so we had to pay for the rest. What the heck? We wasted our entire morning just waiting for them to keep telling us lies. The only reason why we accepted to watch the promo is because they promised the free spa? Otherwise, we were minding our own business. We didn’t ask for anything. The manager came to talk to us and he only said that he was going to “correct” his staff. A small dialogue of 2 minutes where he didn’t even suggest a compensation for all the crap we have experienced at this hotel. And in fact, he was the same manager who told the staff that there were no available agents for us to present the promo (when he knew the guest service came late to meet us and didn’t even let us know in advance, we had to call the reception to know what was going on). How couldn’t they foresee any of this? This is the most unprofessional people I have ever dealt with. Today the hotel manager offered us the 25 min free massage in return to signing an NDA where we agreed to never comment or refer to any of the negative experiences we went through; not on social media, websites, surveys, or even to other people. WE WON’T BE CENSORED BY ROYALTON! [Room 14-304 from December 07 to 21]

Beautiful resort, very kid friendly. Our butler made our stay smooth & stress free! Amazing guy! Pool staff and housekeeping super helpful and friendly too