2/10 Terrible
Bethan
Jan 3, 2025
Disliked: Cleanliness, staff & service, property conditions & facilities
To say our stay was a disappointment doesn't even begin to equate.
Check in: cold and unwelcoming, no welcome drinks, welcome pack, or any information on the resort not even info on breakfast or how to get to rooms. Booked in Nov 2023 yet rooms we paid for were unavailable so had to change rooms during stay. Bell boy was busy, when we went to take our own luggage to our room the downstairs escalator, elevator & apartment block elevator were all out of order requiring us to carry bags up 3 flights.
Hotel maintenance: issue for whole trip with lifts, escalators, toilets not working. Toilets in bars were not cleaned during evening. Dirty toilet paper overflowing in bins / on floor, dirty glasses & no toilet paper.
Check in team advised to speak with the Expedia rep, Beverly about issues who was not available but would contact us, this never happened.
Service: frustratingly slow, taking 20-30 minutes to get served, no glasses. More photographers available than bartenders. One bar tender was beyond rude & took dirty cups out of the used cup bag, didn’t clean and served water in them dirty. 15 minutes to get simple things like cutlery.
Staff: unaccommodating, inattentive and discourteous. Managers didn’t care or want to help. Royalton app requests daily review stay, don’t bother. Each day we were advised that a team member would follow up and this never happened. There were a handful of people who were helpful, welcoming and attentive, but unfortunately very few.