I want to preface this by saying this was my personal experience and may not reflect everyone’s stay. That said, this was by far the worst resort experience I’ve had — especially surprising given my great stays at other Royalton properties in Mexico and the DR.
I arrived at 4:20 PM (check-in was 3 PM), but my room wasn’t ready. When I finally got it, the room didn’t match what I booked. It was dirty, had half-empty cans in the fridge, a leaking shower, only one towel, and cracked tiles. An exposed, broken socket near the sink made it unsafe to use the hairdryer.
When I raised these concerns, staff were dismissive, even rude. Servers at restaurants and bars often seemed annoyed to be doing their jobs. Food took 2–3 hours, was frequently incorrect, and water service was slow. We ended up eating off-site by the end of our stay.
The beach views were beautiful, and the gym/spa were decent, but the pool was dirty most of the week despite guest complaints. Buffet staff rarely offered help unless you were lucky enough to get one of the few kind team members.
Room cleaning was inconsistent, and the electricity/water briefly went out twice. If you’re a Marriott member, note that third-party bookings (like Expedia) don’t earn points here.
I wouldn’t recommend this property. The service fell far below expectations and made what should’ve been a relaxing vacation feel stressful.