“I would NOT recommend this resort; this was by far the worst resort we have ever stayed at. When we arrived they first sent us to a MOLDY room.When we insisted that we will not stay in a room with obvious mold with our baby, after waiting for over an hour, they sent us to another room, which was located on the third floor. (Since we knew the hotel did not have elevators, we requested a first floor room so that we did not have to carry the stroller up and down. When we got to this new room, we had to wait another hour for them to send a crib (which wasrequested in advance.)When we finally were able to put our baby down, we noticed that the toilet did not flush, the bed was broken, and neither the TV and the telephone did not work.(You can only order room service via the TV, and all the restaurants were already closed.) We reported these issues the same night, but were told there is nothing they can do. It was either stay in a moldy room or on a broken bed with no flushing toilet. The next day, the day manager, Abel, was the first one who ever apologized. He assured us that we will not have to pay for the first night and moved us to a new room. I wish I could tell you this resolved all the issues, but the problems in this third room continued.We had a leaking ceiling (which the staff did not consider as an issue), our fridge did not work (they did not fix it, good luck storing milk or formula for a baby).There were days we did not have toilet paper in the room, and days our mini fridge was not filled.(Mind you we paid extra for the Diamond club.) The TV also routinely froze, and the fire alarm would routinely go off in the middle of the night waking everyone.(Again, according to the staff this was not a problem.) The hotel had a designated smoke area right next to the playground, but also allowed people to smoke in the family pool.The towel guy happened to be the person selling excursions, depending on the day, he either rolled his eyes if we asked for a towel, and once even yelled at me for asking for a towel but not booking an excursion. We also had a bait and switch situation at the Spa, and the Spa manager's reaction was "well things happen.." The staff/management generally did not seem to care about anything. When we went to check out, we noticed they did not remove the charge for the first night, and when we raised this issue, they first said we failed to fill out a form when we reported the issues, then they presented us with a Non Disclosure Agreement, which if we signed, would have prevented us from posting reviews.I also want to add that we were not the only ones with issues. Everyone we spoke to had significant complaints.There was another couple who was assigned a moldy room and had to move, there was a couple who arrived at 11 pm with two small children and they did not have a room for them, and yet, another one who had people enter their room at 2 am, because they double booked the same room.We were very disappointed, as we routinely stay at Marriotts,and picked this resort relying on the standards of the brand.It is also unfortunate, because the beach and the grounds are beautiful, but it seems there is a complete lack of care on the management's part and instead of fixing issues they are covering them up. I will note that the service in Hunter's restaurant was always excellent (albeit you needed reservations and had to wait even if you had one).Also Esperanza at the Spa is great.I forgot their names, but the two waitresses at the Diamond Club check in were wonderful; unfortunately, you cannot say the same for the desk workers.”

“I wish this place lived up to everything I was expecting. This was our honeymoon gift.From the start checking in was not good! Our original hotel reservation was canceled and we had to choose between Royalton and another hotel. We picked the Royalton adult only. We tired to explain that our original hotel had our rooms as 2 rooms with 1 person in one room and 2 people in another room. That was to much to understand because they book rooms one room per person(never have I heard of this). It was already late and past curfew so we paid the extra for the additional person that was already included in the original invoice. We get to our room settle in for there to be FREAKING roaches! I'm super unhappy at this point. I go to customer service and they are like oh yeah we have that problem sometimes, we have bug spray in the store for purchase?  What can we do to make your stay better? They had no solution and I had to come up with my own. Moving rooms was pointless because we stayed one night and they couldn't move me and my friends room. It was important that we stayed next door to each other. Communication is a thing of the past at this resort. The dining room staff and bartender made it atleast a 2 star hotel for me. We had a better experience down the road at Hard Rock!”