Before I begin let me tell you we have been to over 10 destination countries so this is not our first. We booked this with the hopes that all the problems have been taken care of now that the hotel has been open since Nov and some of the reviews have been getting better and the travel agent said this will be the place to be once the hotel sort out everything! Boy were we wrong!
We were there Feb 14th-21st, weather was perfect! That's all that was perfect so lets start from the beginning.....
Check in. We were told at the airport that we arrived on a busy day and that's why we had to wait on the bus for 45 mins and beer on the bus was $5 each! We were happy to hear the rep on the bus to tell us to sit back and relax because we were at an all inclusive there would be no SALE PITCHES (yeah right) Once we got to the hotel we were herded to the conference section and told to sit down that was it, no explanation.....
Make sure you have a copy of your hotel reservation because they ask for it. The staff at the make shift registration was unorganized, they ask for a credit card for SPA possible incidentals, if you do not give them one they demand $200 US. This process took over an hour to get to our first room!
Room #1..#316.... The first room we arrived at was a kids adjoining room with a door and 2 small single beds. The girl looked at my 6ft 3 husband and said " tomorrow we will get you a king size bed, no problem just go to the front desk tomorrow after your sunwing presentation." The bed was shorter then my husband and the same width as his shoulders. So we did not unpack and went to walk to the resort by this time it was 6pm. We were expecting to eat dinner at the buffet as was all the people who arrived that day and waiting outside of the buffet restaurant (that does not advertise the diner themes or if they are open that day) having other guest tell us that dinner was at the beach. You think someone at check in or bellperson would have told any of us.
Our room with the wooden door joining us to the other room was thin enough to hear their music at midnight and all the other noises they made!!!!! Our rooms balcony had the steakhouse roof beside it and the person on the 7th floor decided to vomit over the railing and drop on everyones balcony and land outside of our balcony! People can be so special!!!!
The second day we went to the sunwing meeting it was good thanks to Craig but they had a girl who was trying to give you Spa deals if you listened to their sunwing pitches. After the meeting we went to the front desk to ask about the room change and told that we were NOT on the list so there was no way they were going to move us! Then ALFONSO approached us and said he worked there and wanted to help us. He put us on the list for the next day and said by 1pm we would have a new room. Then he sat us down with another sales person and tried to do the sunwing pitch again when we were already in a bad mood!
Also the shower head was broken and the showers do not have a water barrier on the bottom so the floor was soaked after your shower! Also the door was very hard to open and close.
Room #2..#527. As told we had our bags packed and ready to be moved, but at the front desk once again we were told that we were not on the list AGAIN! After a little hissy fit by 4pm we finally got a new room 527. It looked great a king bed with a marsh view. We finally unpacked and noticed a few beetles on the curtain. No problem we took care of them then went to dinner.
Once we returned to the room we had 40-50 new beetles over the ceiling, curtains and headboard and yes the patio door was closed! We went to the front desk and they said they would take care of it and called maintenance right there. We waited 20 mins and still no one, then we realized the patio door was crooked and the top corner did not close and had a crack, so even if they did SPRAY our room the bugs were still going to come in. So we went down demanding another room, this took another 30 mins then told to go pack our bags and call when we were done. As we went to our room you could smell a strong order of bug spray and a man watching TV (which was off) m and trying to clean the bugs missing a bunch! We called the front desk and waited outside for another 20 mins then took our own luggage to front desk. At this time Craig the sunwing rep saw us having trouble and helped us get a room and took a formal compliant, he said the hotel does not tell him so he can not follow up!
Room#3..#334 This time one of the managers Andrew insured the room was ready to go, the problems with this is the shower door was not level so you could not close so wet floors again, all the rooms are small but you are paying for the sun, and the patio door did not close it was warped in the middle and was very difficult to open.
Food...Fabulous! The coffee shop and ice cream shop was very nice, the gym is very small and does not open early, Spa was very nice and professional. Everyday there were new people coming for the hotel visits and sales pitches and some stayed they day! The last couple of days they did take your towels if you tried to save seats, you had about a 15 min window.
Resturants were good and open up at 6:30 but if you really want to go to the steakhouse or Japanese you better get in line early by 5:45 they take no reservations! For lunch Jerk chicken is the way to go! Located at the beach and very popular.
Tours.... Cool runnings to the Dunn RIver falls and catamaran was fabulous and lots of fun and for the horse lovers the 3 hour horseback riding on land and sea was fun as well.
Over all after talking to all kinds of guest all but one we talked to had moved at least once. Bathroom ceilings falling down, shower doors broken, the rooms they paid for they did not get etc...
As I mentioned the bar and restaurant staff are amazing but the front desk, cleaning staff and maintenance (except ground crews) all seemed like they were unorganized and too busy standing in a huddle laughing, giggling and fooling around, they would not look at you while standing there waiting for service. Out side our 3rd room there was the back roof of the buffet restaurant and that is where the cleaning ladies dumped out their dirty floor water and leaving the top of the roof grungy and full of debris.
The hotel grounds are beautiful, very family friendly the food was fabulous, poor nightly entertainment, the rooms look nice but I would not recommend this place and we will not return. As well the island is dirty garbage everywhere even in the jungle horse back ride in the woods. People always asking you to buy SMOKES very pushy, shopping is best at the airport.
Please make an informed choice because I thought it could not happen to us but it did!
- Official Description (provided by the hotel):
- Your All-In Luxury™ vacation starts on one of the Caribbean's most idyllic settings. "White Sands" beach in Jamaica is a powdery white slice of paradise, separating lush tropical gardens from the turquoise Caribbean Sea, just a 35 minute drive from the Montego Bay Airport. A warm reception and chilled cocktail set the tone for a week of extravagance. The elegantly appointed lobby offers a scenic view of the modern resort facilities. After a day of indulging in our extensive and unlimited reservation-free dining and drink services and partaking in our activities, sports, and entertainment program, guests will appreciate the comfort of our modern and spacious rooms. From Luxury Rooms to Diamond Club(R) Luxury Presidential Oceanview One Bedroom Suites, all rooms offer Dreambed™, designed exclusively for Royalton Resorts and adorned in luxurious 250 thread count sheets. All of our 352 luxurious rooms and suites offer our exclusive DreamBed™, 250 thread count sheets, 24 hour concierge service, In-room safe, rain showers, satellite television, stocked minibar, 24 hour room service, and a balcony or terrace. Other amenities include iron and board, coffee/tea maker, and hairdryer. Guests can also take advantage of our All-In Connectivity exclusive features including: • Free Wi-Fi throughout the resort • Unlimited free in-room calling to North America and most of Europe • Convenient USB recharge and Bluetooth audio stations in your room • Download our free Royalton app and receive unlimited free calling plan from your mobile device while on our property, as well as unlimited free app-to-app texting. ... more less
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