Royalton Luxury Hotels
Reviews and Complaints

My sunglasses were stolen from a sun lounger on diamond club members only beach front.

Sunglasses seller on beach who sells mirrored sunglasses was wearing my sunglasses. I asked for them

Back he offered to sell them back to me.

I asked hotel staff to help or call police which nobody did.

Following day they say they want to investigate

At the time security walked away let the guy leave with my sunglasses

Knowing I had proof they belonged to me also they are not sold in mexico

I also had packaging receipts which includes all measurements ect

Pictures taken same day wearing those sunglasses

The staff have made me want to leave I will finish my holiday in my room as I feel unsafe now on the beach

I asked my tui rep to get me home today

This is unavailable or I would of left already

30 July 2023, once arrived for checkin
We have booked and confirmed early on Jun
2 rooms :
One has one bed, the second should has 2 double beds
At the checkin time, we got the rooms has one bed each
The stuff and the manager on duty told as they are fully booked (not sure our actual booking was early by month at least)
Take it or leave it!
The rooms able to have 2 beds
As a matter of fact they are set to have two beds
See the attached pictures

Hello

On July 4, we arrived to the Royalton Casino in Cancun. We had a horrible experience from the time of our check in to the time of our checked out. We checked into the hotel as a dimond customer. They gave us a room where the ceiling was leaking and a horrible odor in the room. The next day, my son was swimming in the pool and the cornor of the pool cut a piece of his ear. Every restaurant we went to eat dinner had no air conditioning. The Zen restaurant had roaches crawling on the hibachi table and we we also saw roaches around the pool and the teen’s club. The kids clubhouse had limited time for certain games and some of games were even broken (air hockey was broken and freezable table had broken handles). At nights we were not able to sleep because raccoons were fighting outside of our room. The food the restaurant served tasted horrible and made us all sick.

We have arrived back from our vacation and are very disappointed with what we had to deal with since we arrived at the hotel. Let me start off with the fact that we paid extra for An early flight and got the later flight instead with no compensation. Next I had to pay 50$ for my own name because the agent put in the wrong information for my flight. Then we arrived to punta Cana multiple things were not working in the hotel room remote, tv, phone and lights would shut off randomly. Then a few days into our trip the water was NOT working in the room we could not shower and when we would ask the front desk all they told us was we’re working on it. The water was not working for two days. Then I woke up with bed bug bites on my legs along with my partner. I checked the mattress and the furniture which had stains and residue from bed bugs. I also will include proof of photos. The staff at the hotel refused to let us speak with a manager and they did not resolve any of these issues. they do not have any customer service in this hotel. After multiple attempts to speak with someone in management they offered us a later check out which considering we paid well over 5,000$ for this trip is ridiculous. We spent time and money and I have never been more upset about a trip and hotel in my life. I will be warning people of this hotel because I have seen multiple reports of bed bugs at the royalton and multiple families there also had the water issues which is ridiculous for a hotel to claim they are “5 star luxury “. Now Iam worried about bringing bed bugs to my home and I can’t beleive I say that after thinking this was the best hotel in punta Cana. On top of everything they promote a DJ and nightlife which is non existent this is false advertising. The dj is no longer there and they shut off music at 10 pm which we were not aware of when booking this place. Terrible experience and no customer service.

Hello,

My family recently stayed at ROYALTON SPLASH RIVIERA CANCUN.

This was a graduation celebration for me son. It was thirteen of us staying at the resort. Upon Check-in we were rushed. No one would assist with getting rooms near by. They checked us in and didn’t allow us to make any request. I prepurchase two rooms through Apple vacations. When I checked in, Domingo collected Passports and assigned one room for four people. I explained to him I have a reservation for two rooms. He pulled a paper and confirmed if my name was Nyree Benjamin. After confirming, he separated the passports, two/two. He provided us with two rooms opposites sides of building and different floors. The rooms were placed under different names than the original name the hotel was booked under. We tried to confirm details, at that time he said no its ok. Needless to say, on Day 2 of this 5 day stay. We received a phone call to pay $3400. I went to front desk to confirm. He said, my rooms were not paid for. I called Apple to confirm they confirmed rooms were paid. Apple tried speaking with Domingo, he refused to talk to them, he basically said pay the money. I asked for a manager, he said no “Do you have money or not”. I continued to speak with Apple requesting resolution, not trying to let it ruin our trip. Apple confirmed via email and phone, issue was resolved. On day 3 I try to confirm with Rueben at the front desk, if payment was received, he denied receipt of payment. He said we need your credit card. At this point, I have Apple rep on the phone who was able to provide names of individuals she confirmed receipt of payment with. Rueben refused to acknowledge and said there was no manager. Day 4, I tried to confirm with front desk representative Rueben & Yennifer, Yennifer wasn’t sure what was going on. I asked for the manager, Yennifer got Vanessa. Vanessa listen closely to the entire story. She even spoke with Apple rep. Informed Vanessa I think Domingo changed my booking information. Vanessa confirmed my pre-purchased trip had been cancelled and a new booking was created upon check in. Vanessa assured me she would take care of everything; I would only need to pay environmental tax. The apple rep, asked for additional compensation as a result of harassment of payment when error was on their part. Vanessa, agreed to provide a voucher for a complimentary upgrade on next stay and waive our game up charge of $80. Informed Vanessa I wanted to pay the environmental fees with her as we were checking out at 4am and she wouldn’t be there. She tried to explain the issue was resolved. I wasn’t comfortable considering what we had already been through. Vanessa agreed to collect the environmental fee $15/per room. The fees were paid in cash to her. We asked for a receipt or proof of payment. She confirmed it was noted in account and in the morning all we had to do was come to front desk to allow staff to cut bracelet off and receive voucher for upcoming stay. Next morning upon check out, we were asked to pay $98.60 for room 11421 and $3.72 for room 13510. I begin to explain the details, at that point she found a voucher for the $80 but nothing for the rest of the payment. We paid an addition $4 and wrote a statement about the other cash payment. We didn’t receive a voucher for next stay. This was the worse vacation experience ever. I would like another complimentary stay for another Royalton resort as we were unable to enjoy our vacation as a result of being unsure if we were going to have to pay additional money or even get arrested in another country. Domingo and Rueben made us feel very uncomfortable. I’m very disappointment in this treatment received from such a notable resort. I hope you would take this into consideration and compensate us for all the inconvenience.

Regards,

Nyree Benjamin

First I will start with the positives. Richard at the Swim up bar, Rosa who serves guests at the pool, the lovliest lady bartender in the casino, and the bartenders at the lobby bar. Our heartfelt thanks and god bless.

Now to the rest of the nightmare that we had to return early from.

Told hotel upon reserving that my mom was an 85 year old cancer survivor and we need accomodations near the lobby/pool. Nobody told me that the room we reserved was too far for her to walk from, upon which I would have cancelled the reservation. Asked for upgrade being Marriott Bonvoy member, was told that could be looked at upon check in.

The Facts:

1) Staff did nothing to try to help us. No golf carts to give rides to guests. No offer to even drive her on of the small carts that did travel around by staff

2) Mother continued to struggle to walk, fell often and still no help

3) Pools were filthy. I cannot even articulate how filthy. Both my daughter and I have URINARY infections from the dirty water in the pools

4) All of us, as well as the friends we met at the resort suffered from stomach issues due to bad food

5) room had no toilet paper when we were suffering from stomach issues had to call numerous times and 1 hour + later was brought some, at which point, I do not even want to articulate the outcome

6) Please do not go to this resort. I have been to 7 islands and more than ten different resorts, and this was by far the worst I have ever been to

7) The supposedly exedited refund of 1500 USD had better be in my account by no later than this coming Monday or I am filing a dispute for the full amount with the bank

Royalton Splash Resort Cancun. Went to Zen Restaurant at 5pm and told hour to hour n 15 mins for table so decided to wait - 2 adults and 4 children. 3 hours later still waiting and no one bothered to update. Complained to restaurant manager and then hotel customer service who said would make booking for us another night (normally only for DC guests) and would contact us when made. 24 hours later no contact so chased up and he has gone back on what was said. So we left the queue after 3 hours on a promise that has not been kept. Absolutely disgusted. This is not how a supposedly 5 star hotel treat it guests. Currently in stand up argument with hotel complaints and getting nowhere

I stayed in the junior luxury suite with my husban the house keepers were lazy for two day i had dirty sheets and towels breakfast was horrible we booked a cabana down by the dimond grill in which we got our own beach butler she look bad with her skin bleached and that manly figure she was very rude to ous and demanded a tip of 200 dollers she offered to enter our room and give my husban sex for 500 us i was so upset as we walk the beach there was another life guard she was very young short and had light complexsion kissing on the beach with one of the pool men i had the worst stay ever and will never return.

We haven't even been here for a full day yet, and have still not settled into our actual room 6 hours later, if that doesn't tell you enough already.

To start, I had called to inquire about our reservation and the possibility of changing it by a day due to flight issues. It was the middle of the night and the front desk said they would have someone get back to me to discuss during business hours. However, when business hours rolled around, I received a confirmation email that the reservation was already changed, without any confirmation or consent from me! This caused a ton of issues and 2 hours of waiting when we arrived at the resort. No big deal, happy to wait. But it gets better.

When we do finally get to check in, we are told that Diamond Club that we had called a week prior to reserve was not available for us. After reading the reviews about Diamond Club, I'm actually kind of glad we didn't end up paying for it!

Then we finally get assigned our rooms. Two rooms, for two couples, both already reserved as king beds. One is correct, one is incorrect. We are told the incorrect room was because they saw two males and assumed the reservation was incorrect, without even asking or confirming with us! If that isn't discrimination, I'm not sure what is.

After calling 4 times due to getting hung up on, placed on hold indefinitely, sent to a mailbox that doesn't exist, we have them working on a new room. SIX HOURS LATER AND I'M WRITING THIS STILL NOT IN OUR ROOM! I did however get a very nice call from the gal that helped us at the front desk which was pretty much telling me all the things I did wrong and why she was right the entire time.

For what we paid to stay here, plus after staying at other Royalton Resorts, this has completely ruined it for us moving forward. Not worth the hassle. Not worth the discrimination. Not worth the harassment. And they do nothing about it to make it right, not even a simple apology. AVOID!

While Grenada is a beautiful Island, I can not say the same about the resort. Starting with check-in which took hours because we were given the wrong room. The food at check in was cold and caused most of the guests we were with to get very ill which is why they charge $25 for immodium. The pool at The DC was dirty and the swim up bar was unavailable. Drinks too forever to get and most times they ran out of limes or a particular drink. The also ran out of food at the pool. Food at the buffet was equally as terrible. Staff seemed bothered if you asked them anything. The beach at The DC was full of weeds and unkept. All in all a terrible experience and a lot of time wasted .

Thomas Renewal 30 guest arrive oct 21 check out 0ct 25. Arrive wrong rooms for some of my guest. Paid for bay views got trees and walls. Some rooms Fans was not able to turn off nor Ac. I was in Diamond Club room 11101. My Guess in room 11114 room had a flood we was not inform. Guess walk in to people in her room picking up her clothing lights off she has no clue what was going on they put her clothes in bags and transfer her to another room without telling her. her laptop damage her clothes damage. We have pictures. Her gucci Bag and leather bag was stolen she threating to press charges if the person that stole it did not return it. We fill out a report I have prove. 20 minutes later the manager comes back with the bags. This is sad. My mother in room 11302 was suppose to have a double bed for two people instead they gave them a king size with a pull out chairs which my mom fell out the the chairs we made a report. room 11102 Katanga Powell. she paid for a swim out was told at the day at arrival her room was cancel that she had no reservation for a swim out they gave her a regular room that night not until the next day they fix the problem and gave her the right room. I was promise and upgrade to a Bungalow for all my problems it never happen. I got pictures reports and videos to support my claims. I want to request that Kirby Okafor be reinburse her total at her stay also her computer and clothing that was destroy. I am asking for room 11102 to be reinburse the night she loss because of you guys cancelling her room because your hotel was over book. I am asking for reinbursment for room 11302 Carlota Powell for given her the wrong room and because of not having the right room she is 76 years she fell of the chair and she paid for a double bed. It was the worse experience of a life time. the food was not good, but one good thing the people where kind to help us. My email is [protected]@live.com Tel [protected]. Michelle Thomas.

WORST hotel experience ever

My wife and I had the misfortune of staying at Royalton CHIC Cancun in JUL/AUG. During our stay, we encountered a number of unsatisfactory service, hygiene and housekeeping :

- the ‚housekeeping please‘ sign is taken optional by the hotel team, leading to not cleaned rooms. If they are cleaned, it’s just partly, always. Some parts are not touched at all, dirt from the day before is left, new‘ towels and bed sheets are dirty from the get-go and replenishment of empty hygiene articles is not given

- Cockroaches. Yes, you’ve read right

- Mini Bar Service is a joke. Coming back after a long day on a tour and not having water in your room is a bad experience. Need to call the service twice, waiting an hour and then need to get the water by yourself.. ridiculous.

- Very strong variation in service level in the hotel restaurants. The overall experience was long waiting times, not being served (even ignored in favor to premium guests arriving 30mins later), wrong food, cold food, overcooked food…

- Rude staff with lack of attentiveness

- Voicing out to the ‘guest service’ desk doesn’t help solving any of these issues, are ignored and promised follow-ups are not executed

- The final nail on the coffin was, that the manager admitted the mistakes and errors (as we documented clearly) and proactively offered compensation. This promise was never fulfilled and our e-mails were simply ignored.

It is clearly not the kind of treatment and experience we would have expected from a FIVE STAR HOTEL. Big disappointment!

I stayed at the royalton cancun rivera from 9/9-9/12 my first solo trip out of the country. I paid for the luxury diamond club experience, I thought. first room was dirty, tub was dirty, and the side of the bed was broke. I complained and had to wait about 4 hours until the next one. I was on the balcony on the phone and obviously didnt hear the door, in walks Milo one of my butlers, I dropped my drink he scared me so bad, he wanted to make dinner reservations, told him I was traveling alone and a little of what I wanted to eat and times, I let that slide. second room ready, got in there it was wet smelling, the windows were foggy, the floors were so wet I almost fell a couple of times. the staff brought in a humidifier, it didnt work but I gave it time to work, again me on my balcony, listening to music drinking. I look up! and you guessed it, Milo is in my room, again, with his skeleton key. I didnt drop my drink this time, he is there about dinner again and just "checking on me". im like damn Milo, he was like I was knocking you didnt hear me. im like yea I m relaxing, again what if I was naked or something? third room I was switched to was good by default, because I was leaving monday anyway. it had the best view of the 3 at least. I was so tired at this point and wanted to eat at hunters this was sunday night. as im in a good deep sleep im wakened by yet again Milo, he was knocking and I now know he was trying to give me a piece of paper with the reservations on it, at the time I didnt. I was yelling no thank you, and I was half sleep. he kept knocking, I was yelling noooooo really loud at this point im mad because I was woken up! then he tries to come in the room with the key again, I had the top lock latched this time tho, I was sleep naked, im glad I did! the second time he also joked how he was a ninja assassin thats why he sneaks up on me so good. I didnt like my whole experience here. ive also stayed at the royalton negril it is the best so far. if I was traveling with a man I really dont think milo would of done that

On 8/20/22 we had a wedding at Cancun/Riviera. We were advised to give our wristband to our wedding coordinator. We went to the registration area for a new wristband and had an issue with The clerk, paris or parez. He was unaware he needed to provide us with a new wristband and wanted to charge us a $95 fee. When I became upset, he called security. Another clerk contacted our wedding coordinator and gave us new wristband.

On 8/24/2022 we checked out of our room and the same clerk was working. When he was available, I asked for someone else to help us. He called me a racist for wanting another clerk. I called him an [censored] for his behavior.