Please accept our sincerest apology for the sub-par service which you experienced during your stay, this is certainly not the standard of service which we aim to provide. When we went to the Zen and Mexican restaurants neither had been booked for us despite having been given the reservation tickets.Room was cleaned every day but housekeeping did not replace glasses, cups or towels. One of the nights the steak house had been commandeered by the Royalton owners and anyone who had reservations well their bookings were null and void, great way to treat the paying guests. No biggie, the rooms were clean, stocked, and beautiful! Diamond Club customer service LATOYA amazing, professional, and quick! If you wanted top shelf liquor like grey goose no chance even though they have it there we were told this was only for the Royalton owners and their guests as they were visiting. Very long walk from lobby to Diamond Club check in. We stayed at the Royalton 11th Dec for 2 weeks. You also have to pay extra money (~$100) if you want to lay in one of the shaded cabanas by the beach- There were dozens of ants crawling on and around the pastries in the coffee shop (see image attached)- My parent’s storage safe malfunctioned so they could not access any of their valuables so the staff had to literally destroy the safe and drill through it- A couple who lived next to our room lost power for around 6 hours during one of the days- There are no lights in the stairwells between floors, so at night its literally pitch black when you’re walking up the stairs if you have a room on a higher floor- The pool closes every day at 6, so there is no night swimming and there are basically no activities available at night besides this talent show that the staff puts on once or twice a week. Both guys were fantastic, and made sure to set our Zen reservation, set up a special Mothers Day treat for me, and checked in with us often for anything we needed or wanted! Prices are the average nightly price provided by our partners and may not include all taxes and fees. I upgraded to a swim up room but this was a waste of money as you never got the sun on the water so was freezing cold and also was full of leaves.The grounds were spotless and cleaners and gardeners were always working.My favourite restaurants were hunters and the buffet hall.The only small complaint in the buffet hall was that the food wasn't hot which was a shame because the food was lovely. The buffet was very well run with a great variety of food. Your comments were noted and shared with the management team who is working diligently to ensure our guests' expectations are being met.Kindly send us an email at Cmrng@royaltonresorts.com, our team would like to follow up with you and address your concerns.Regards,Courtney MillerGeneral Manager. I love the Royalton hotels. The Spa was absolutely lovely, my Mother's Day massage was soooo relaxing! Highlights: We highly recommend this resort for destination weddings for all ages Period. Very long walk from lobby to Diamond Club check in. This premium level of service features the comfort of anticipatory service, exclusive á la carte restaurants and bar areas, as well as the shimmering pool and pristine beach areas for the sole use of Diamond Club™ guests. The butler service was inconsistent and it was obvious that some of the butlers did not want to cater to Black women, which was unfortunate for them because we tip! The pool was nice but I don't think it's big enough as it's getting busy. Water aerobics at the pool for all ages. 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