Ratings based on 441 Verified Reviews

4.1 out of 5
83% of guests recommend
4.4 Room cleanliness
4.2 Service & staff
4.3 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler from NewYork, NY

Worst experience of my life. Diamond club a Joke

Posted Jun 25, 2017
The staff was horrible, it's like they were waiting for a tip without doing anything for you yet or it's like they didn't want to be bothered. I am disabled because of my knee and was placed on the 3rd floor. They did accommodate me the next day and gave me a room on the ground level. When I got to the room the phone and safe wasn't working and they had to send someone to repair it. Than the sink was licking, the walls were dirty as well as the door. It was like someone had thrown juice or something and it was dry and sticky. I had paid for diamond club and I still don't know what that was supposed to cover because I never saw my butler and never got the bottle of liquor in my room. I had specified that I was Vegan and needed help with the food choices. I also requested soy milk for my baby because that's the only thing he drinks and asked for the butler to come with it warm at night for my baby to go to sleep. NEVER received anything. I only saw my butler the night before I was leaving and the moment I was leaving sticking around because he wanted a tip. Some Nazario guy. Thank God that I met Maria which I believe is in charge of going around to all the restaurants and making sure everything was alright. She helped us eat Vegan and the last two nights and asked for some vegan pancakes to be made for us in the buffet. Thank God for Maria. I also went to the Diamond club beach side and waited for 3 vegetable Paninis and fries for about an hour and a half, didn't get a drink fo
Comment from Hotel Management
Jun 28, 2017 by RPC Team, Hotel Management
Thank you for your comments We are sorry your expectations were not met . usually Diamond club receives excellent feedback from new and returning guests. We appreciate your feedback We hope your next vacation is to your liking.
5 out of 5
Recommended
for Everyone
by A verified traveler from Houston

Beautiful Hotek

Posted Jun 8, 2017
The hoyel was great & the staff was very nice. We had an issue with the rooms when we got there & it took a very long time to resolve it. But after that was taken care of, we had a blast. My husbands phone was taken & we couldn't quite figure out how it happened which we r still very confused by. All i can say is that some how word needs to get to the people there that if they get a phone like my husbands they can get more money in returning it then selling it. We offered 200 american dollars for it to be returned. No questions asked, but still no response. Other than that we all had a great time. Hopefully tje casino will be opened back up soon.
Comment from Hotel Management
Jun 11, 2017 by RPC Team, Hotel Management
Thank you very much for your interest in our property We are glad to read you enjoyed our property. We will take into account these comments regarding the loss items . We hope to see you back soon!
5 out of 5
Recommended
for Everyone
by A verified traveler

Excellent!!!

Posted Jun 7, 2017
We have a great time!! Staff was very friendly!!!
Comment from Hotel Management
Jun 11, 2017 by RPC team, Hotel Management
Thank you for your comment and that beautiful picture ! Hope to see you return again real soon.
4 out of 5
Recommended
for Everyone
by A verified traveler from Puerto Rico

Great stay!

Posted Jun 5, 2017
The hotel is beautiful! Everything was nice and clean and the staff was very attentive in their service. The food was good and they had a wide variety of choices. The hotel in itself provided sufficient entertainment. I'd definitely recommend it.
Comment from Hotel Management
Jun 11, 2017 by RPC Team, Hotel Management
Thank you for your comment and recommendation. We are glad you enjoyed your time with us!
3 out of 5
Recommended
for Everyone
by A verified traveler

Great for kids!

Posted May 30, 2017
Cons: Needs to improve overall service.
Adequate facilities. Great entertainment for kids at Memory Splash. For the price, service is not up to par.
Comment from Hotel Management
Jun 1, 2017 by RPC team, Hotel Management
Thank you very much for your comments We will work to improve these areas
3 out of 5
by A verified traveler

Posted May 30, 2017
Cons: Service at the restaurants can be improved. It was slow and had to ask numerous times for a server to wait on us. The sports bar's food was not good
Location: Stay at your resort. We did an the snorkeling and was not impressed. We were gone for 12 hours and missed our dinner reservations.
The hotel was nice but you only received top service when you upgraded to the Diamond Club. The service was ok but wasn't top service for the price we paid.
Comment from Hotel Management
Jun 1, 2017 by RPC Team, Hotel Management
Thank you very much for your comments We will work to improve on these areas
3 out of 5
by A verified traveler from Ohio

Return trip. Resort Appears to have gone downhill

Posted May 28, 2017
Overall I would pass. Casino was closed Quality of food and resort definitely has gone downhill in the last year. Sad as beach and facilities are quite nice. Hopefully they will be able to turn it around.
Comment from Hotel Management
May 29, 2017 by RPC Team, Hotel Management
Thank you very much for you important info and rating. We are sorry we were not able to surpass your expectation this time around We will work in order to better improve our services.
3 out of 5
by A verified traveler

Third time at this resort. Quality Problems.

Posted May 25, 2017
Casino was closed. I was told I did not need dinner reservations yet really did. our concierge was reluctant to make reservations. I found I had to be overly direct to be heard. I had 3 issues that had to be straighten out. Seems like a lot of issues to work out in only a week stay. This was way different from the previous 2 times I was here. Sadly, I have decided I would not return again.
Comment from Hotel Management
May 27, 2017 by rpc team, Hotel Management
thank you very much for your feedback We are sorry to hear this time around things were not as expected. PLease contact our guest services department and we are certain we can improve.
2 out of 5
by A verified traveler from Vermont

The beach is great.

Posted May 23, 2017
Pros: The beach
Cons: The deceitful staff -- as mentioned above, we were charged the $540 and cannot get a credit because we were forced to sign a release in order to leave
Location: Nothing
There is a big language barrier if you speak English. Upon check-in, hotel claimed there were no rooms available at the Royalton and sent us over to Memories for one night (as a "reward" we were granted a BLACK diamond club bracelet). The room at Memories was horrible and disgusting; broken lamps, mirrors, light switches; tons of mold and mildew, very dirty, etc. Be aware; the BLACK diamond bracelet is not the same as the WHITE diamond bracelet. Only the WHITE diamond bracelet allows you access to diamond pool, etc. Beach service on the "diamond" portion of the beach is great between 10 AM and 10:30 AM; after that it's impossible to get the attention of a server. BE AWARE of your receipts. On the last evening we chose to have a lobster dinner on the beach at the price of $45 per person x 4 (Total of $180.00). We signed up for the dinner in the hotel lobby; I asked for one of the receipts and was told that one receipt was for hotel records; and my receipt would be given to the people who put on the lobster dinner. Upon checkout, I was charged for 12 lobster dinners (not 4 as I had purchased) for a total of $540 (instead of $180). The hotel WOULD NOT resolve the issue as much as I disputed the fact there was only 4 of us and all charges were for the same time/same date. Our transportation to the airport was waiting for us and after 45 MINUTES of arguing, we were forced to sign a release in order to leave the hotel and get to the airport on time for our flight.
Comment from Hotel Management
May 29, 2017 by RPC Team, Hotel Management
Thank you for your comments. We appreciate your feedback. We are sorry your experience was not as expected. We thank you for your comments .
5 out of 5
Recommended
for Everyone
by A verified traveler from New York, NY

Very nice beach front hotel

Posted May 23, 2017
Very nice hotel and resort property. I was here for my cousin's wedding for a weekend trip. The grounds are kept manicured and the center has several nice swimming pools. My hotel room was clean and spacious. All the staff that I met were very courteous and did their jobs very well in servicing hotel guests. The beach is beautiful with many palm trees and the sand is clean. The tiki hut umbrellas planted next to cots added an extra convenience and were very relaxing. The hotel provided a variety of food and my meals were delicious. I would definitely like to go back to this resort for a longer stay in the future!
Comment from Hotel Management
May 27, 2017 by RPC Team, Hotel Management
Thank you very much for your review We are glad you enjoyed our resort and the destination wedding.