Royalton Blue Waters

1. As this issue is a direct safety risk, I will address this issue as top priority. On the day of my sister-in-law's wedding, there was an unidentified individual on the resort following a minor (9 years old girl), of which was the daughter of the groom's party. The child had seen the individual in the hallway when she was walking outside the room and had begun to run away shortly after she had seen them. She was being followed across the corridor and luckily made it to her room prior to any physical contact. As you anticipate, she was in severe distraught after this event and the individual had run off. She suffered psychological trauma, of which she held on close proximity to her mother for the rest of the duration of the stay. Given the significance of the event, the family had filed a report with the front desk and minimal care was attended to the matter. There was a complete regard of ignorance to the safety of the child, as the parents were told “we will look into it”, with no follow up on the subsequent days. Witnesses also had observed this unknown male but unfortunately they were not able to track the individual as they swiftly ran off in the distance, portraying very poor security and safety to the guests of the resort.

2. Lack of communication and commitment to service was evident to ALL of the wedding guests in regards to the renovations/construction being done to the resort. Attached you will find the memo provided by Melanie, which was not even 50% near of reality. It appeared as 25% of the resort was operational, of which the resort was progressively closing despite the guests present on the grounds. Tables/chairs were slowly being taken away, staff were losing compassion as lay-offs were foreseen, bars/restaurants were opening late and closing early and there was a palpable feeling of negativity during the duration of our stay. The staff appeared to have a lack of motivation to provide services, which led to an overall decline in service quality, more so evident to the diamond club individuals who paid for these additions. ALL the slides were closed. The Kids' area was completely walled off. The lazy river was malfunctioning and not working at all, as its purpose was to propel the tubes forward. It was highly suspicious that operations were limiting their energy consumption for savings, as they were rotating the jets in the pool daily. There was continuous noise and dust from the construction. The filth was present on all of the grounds when walking on bare feet, which made the stay very uncomfortable. Despite all of these observations, the memo that we received from Melanie had no consistency to the true projection of the plan and this can be attested by all the 33 guests present for the wedding party. If we had received even 50% of the reality of the situation, we could have an opportunity to change resorts, as it was insufficiently operable.

3. Multiple restaurants were closed during the duration of our stay. It was evident that 3/9 restaurants were open and even despite this fact, there were limited food options in the venues that were open. We had brought 2 young children on the trip, which had very limited options. There was hardly any juice to order, the food tasted very bland and service was very slow in the “a-la Carte's”, despite limited guests at the resort. This is in conjunction to the notion stated above. There was limited options to also obtain basic resources such as water, as the bars/restaurants closed early and having limited supplies. This detail was not depicted in our memo from Melanie a few days prior to departure to the resort.

4. Sewage smell/no hot water was present during the duration of our stay and for most of the guests present. Multiple reports were made to the staff, which a repairman was sent out and had not resolved the issue. We have made multiple calls and despite these measures, there was no resolution. To obtain water that was slightly warm, we had to open the taps for 20 minutes and bathe our kids very quickly, which ended in a crying event every single time. The sewage smell was also not resolved, which appeared to be major structural issue encompassed in the resort. The smell was so potent that we had nights that were very difficult to sleep and had to spray the room to compensate for this.

5. Fire alarms were activated on and off throughout the day without any indication of the situation. This posed as a safety risk, as the guests do not know what orders to follow, in the case of a true event. This included wake up calls from these alarms at 4/5 am, waking up our young children and ourselves.

6. Kids' area closure without any reasonable means to compromise for their activities. Kids club was nowhere to be found and there was completely no entertainment for children, including nightly entertainment. This was also not noted in our memo from Melanie, where you can observe the point states “kids club moved to Blue Water”. You can again find this in the attachment.

7. Phones in the room were not operational. Despite only having the speaker option available and difficulty hearing the individual on the other end, we were unable to get a hold of anyone for duration of 15-20 minutes. This limited our vacation time, which I had to run to the front desk from the room to address our issues.

8. Entertainment area was moved to the sports bar,which had very limited seating and felt concealed, despite having the vacant space to provide this resource. This resulted in less enjoyment as the guests were exposed to the commercial speakers in close proximity. There was also limited energy and motivation from the staff, relaying back to the statements found above. [Details]

The hotel was nice, clean and updated. However some restaurants and bars were closed. Food in the buffet was ok. Need more fresh fruit/local fruit options. The steakhouse and Mexican restaurant were good.
The water slides were closed (all 3 large slides) for our entire stay with no notice given. I went with my 2 kids and the water park was the reason I booked this hotel. The gym was barely a gym at all with limited equipment.
This hotel has the potential to be amazing. Need better food options in the buffet, a better gym, everything open. [Details]

We had a lovely view at this resort, but really that was about it.
The rooms were dated with very old furniture.
There was no food available during day time hours except during breakfast and lunch which were specific hours. The only place to eat was the buffet which was crowded and not very good, to say the least.
They advertise no booking necessary for supper, but unless you want to eat in the buffet once again, you will wait at least two hours for a table at any of the other restaurants , which some would be closed certain night.
The food was ok, but nothing over the top. The Zen restaurant was at least hot.
Service was beyond bad. There was really no room service. We ordered room service for supper one evening (6pm) and we got it at 11:30pm. When the food arrived the waiter was accompanied by a patron at the resort (young teenager). I felt very uncomfortable and unsafe at this time. When it was brought to the concierge attention, his response was “ I don't know what we are going to with those young waiters” in response to the safety concerns I expressed.
Unless you were paying extra for the Diamond service ( which we tried to do ,but they could not accommodate us) service is nonexistent.
Considering the price I would have thought that this resort would have been a lot better.
They are closing part of the resort in May/23 for renovations. But ironically they are renovating the newer area of the resort.
I don't normally write reviews, but I did feel that people should know. [Details]

Facilities: As soon as we arrived at the Blue Water Resort we were faced with a major construction site of another hotel next door. Not the relaxing holiday vibe or a luxury vacation that we were looking for.

Hotel room: The Royalton advertise “Premium comforts” and a room that could accommodate 4 adults. Therefore, we selected this specific resort and booked the junior suite swim-out with a request for 2 queen or double beds and one pull-out bed in addition to the sofa since we were 4 people that needed our own separate beds. However, upon our arrival, we were informed by the front desk staff that those rooms don't have 2 beds in them, and although we asked for an upgrade to a larger room or 2 rooms we were told that upon speaking with their supervisor they cannot guarantee the type of room that we get therefore they will not accommodate us.

We were in room 4003 and the swim-out pool had broken/missing tiles. In addition, there was material left at the bottom of the pool and floating cigarette buds that we had to pick up upon our arrival.

Furthermore, the Royalton advertises a “luxurious soak in the in-suite Jacuzzi or Signature rain shower.” However, the reality is that hot water is pretty much non-existent, therefore forget about those spa baths, they are unusable because there's no hot water to fill them.

In addition, upon our arrival, the safe in our room was not functional and we were told that we had to stay in our rooms until it was replaced. Also, the phone in our room was not working but we did not want to spend any further time in the room to have someone else fix it.

Maintenance of the site
For some reason the Blue Water Resort does not provide like their other sites the same detailed videos to showcase their resort through camera technology allowing us to explore and make it easier to make an informed decision. Regardless although the Royalton Blue Waters claim many award-winning traditions, the fact is that it is very poorly maintained.

• There is an island that is accessible to both resorts. However, I was very astonished to see the furniture being in such a rough shape and the amount of garbage everywhere. The island does look abandoned as per the pictures and definitely does not reflect a luxury resort.
• The cabana rental cost starts at $160 us. However, the concern is the cabanas are in rough shape.
• Throughout the resort, most of the cushions on the chairs are damaged or missing.
• It is also worth noting that there is only one woman & one man's washroom near the bar at the beach (where the wedding takes place, and it is so poorly maintained that I got stuck inside.
As I have attached some pictures, therefore I will not go into further details as the place clearly need maintenance.

Water Park & Lazy River:
The water park & lazy river was a big disappointment.
As the lazy river is used by both the White Sand Resort and the Blue Water Resort there is a consistent shortage of floatable. However, what is frustrating is that only 4 double and 2 single floatable are available for both resorts and only one out of 4 double floatable was not damaged.
Regarding the water parks, the reviews are accurate as the water slides are not all functions and there are mostly out of order or if available only 1 or two out of 4 water slides are working.

Non-motorized watersports: advertisement states that there are snorkelling & introduction to scuba diving lessons in the pool included, however, only the kayaks were available. I was also expecting the resort to be up to date with their non-motorized watersports and have at least one or two paddleboarding to be shared among both resorts but this was clearly not the case.

Spa: We were solicited many times during our vacation for spa services. Although the package included sauna, steam room and hydrotherapy spa services, we were never informed when we paid for 2 massages that none of those services were functional. This is a very misleading and dishonest way to up sell people on a service that has not been available for a very long time. It also goes without saying that it is very far from the advertisement seen. “Focus on mind, body and soul at this resort with spa facilities”

Entertainment: Although the resort hosted shows every night, they were very low budget and definitely not in line with a 5-star resort. Every night was an interpretive dance, trivia games or bingo.

Restaurants
1) Oddly enough upon the opening of the a la carte restaurants we were told that although we were the first one in the line-up when asked the restaurants were already fully booked. Upon asking to make a reservation we were then told that with the exception of the Zen restaurant we do not require any reservation, which made no sense whatsoever considering the situation mentioned above. However, strangely enough, if you were willing to pay 49$ US for a lobster there was suddenly no longer any issue to get any reservation to the restaurant of our choice. Therefore, since we did not have a butler to make reservations on our behalf we purchased the lobster meal most evenings to ensure that we had a reservation.
2) Quality of food was unacceptable for the money spent at a “luxury” resort
3) Restaurants take hours to get food
4) Menu on for the room service was very limited
5) Products at the bars were missing to make simple drinks such a Mojito cocktail
Nurse: Based on one of our child's serious allergy concerns although we travel with an EpiPen during our check-in we inquired about medical assistance. We were advised not to worry, there is always a nurse available. A few days later we gave the front desk a head up and informed them that one of our daughters may have to see the nurse. We were told once again not to worry and that if there is a need the nurse is available onsite to assist. Later that evening we request the assistance of the nurse. We were stunned by the conflicting information from the front desk. First, the nurse was busy and not available, then she was available, but we had to go to White Sand Hotel to get her assistance, then we were told that it will be costly to see her and we were recommended to wait to save us money. Upon strongly informing the front desk that we did not care about the cost, we were then informed finally that they could not reach her. As we insisted on seeing someone two options soon became to either wait until the following day or go to the hospital. In my view, It is concerning that we felt discouraged to use the medical services and that we were misinformed about the information regarding the availability of the nurse.

Land Transportation: Land transportation was included as part of our package. However, during our stay, there were no agents on site to communicate the following:
1) Check-out time
2) Flight delay
3) Pick-up time for land transportation from the hotel to the airport
The staff at the hotel tried to assist us with our land transportation the morning of our departure but they could not provide us with any information since the information was to be provided by our on-site Representative.

Based on flights delay/ flight departure it became concerning that we could not consult with our Vacations representative while we were at the hotel and when we looked on the website of the wholesaler to find out how to contact our Vacations destination representative, as well as where and when they'll be at our resort, the information was not available, or we could not find it.

As there was no bulletin board in the lobby of our resort with their information, we look and found an outdated binder.

However, after expressing to one of the staff members that the information was outdated they informed us that it's been an extremely long time since they've seen any agent from the company that we booked on site.
It was concerning that
1) There was no agent on site during our stay.
2) There was no contact information on how to get in touch with a local agent.
3) The binder was not up to date
4) There was no pick-up schedule for a Montreal flight leaving on Monday
5) There was a definite lack of communication between local agent/wholesaler and the hotel regarding their involvement with the clients
6) Although land transportation was included as part of our package, the staff tried to assist us the best way they could by offering us a way to get to the airport if we are willing to pay for our own transportation, which represented around $70 US tip.

I hope this review saves others their time and money. [Details]

Our experience once again was memorable! This was our 4th x here. The grounds are extremely well kept , the staff is always willing to please . Shutout to Leo Anderson , Nadine Poolside, Steve bartender pool,
Shawn Moses, Courtney luggage porter and the rest of the staff who goes above and beyond. [Details]

Our 7 day stay at blue waters was wonderful. Our butlers nicola and clayon were very helpful and went over and above to make our visit even more special. [Details]

The Resort was beautiful, the food excellent, staff was wonderful and so friendly and greatful. The best resort I have been to, I have actually nothing negative to say about it. Our children had so much fun, the little ones right up to the big one. Will absolutely go back. [Details]

The resort was beautiful and the Diamond Club was AMAZING. I would highly recommend the resort and Diamond club for sure. Our butlers Paul and Donville were super helpful and would check in on us regularly. We had a couple of small issues (room not being cleaned until late evening, door lock not working) but they were resolved quickly with the help of our butlers.
The service overall was amazing, better than other resorts we have gone to. The resort was very family friendly and all of the staff made our daughter feel special. There was one staff member at the Italian restaurant Grazie (her name was Vanessa) that noticed that our daughter was upset, and after talking to her she offered to braid her hair (in true Jamaican style) for free well she was supposed to be working! Her supervisor gave her a break and she brought out a chair just outside of the restaurant and did her hair. That kind of service is so worth the money.

Food was great, pools and beach were great. If I had to pick one thing I wish could have been different it would be that they could do a better job of cleanliness around the resort. The rooms, hallways and pool area could have been cleaned up more.
Entertainment was good, we had a great time in the evenings.

Overall, a fantastic vacation and would highly recommend and go back again one day. [Details]

The Royalton Blue Waters Jamaica is a beautiful hotel. Amazing staff. Great food quality, and even better selection. The room was super comfortable and an ok size. We would definitely return one day, but not using Sunwing. Was really not satisfied with their service. Took 1 1/2 hours to get to the hotel that is 30 mins away because the driver decided to stop at gift shops en route. Also the excursions were horrible. Over booked! On one of them they were an hour late and when they finally arrived there was only one seat left in the minibus. We were 4 and they tried to convince me to place my children on the floor. Unacceptable. [Details]

Blues Waters resort have very clean and quiet rooms. I believe all rooms have an ocean view. Staff are super friendly. Lots of restaurants. Food was good but no stand out dishes. Andre makes a great omelet in the buffet, you too have a Blessed Day Andre. Circus and Michael Jackson where my favourite evening entertainment. Bob Marley and Lemon slush where my favourite drinks for the week. Loved the door opening bracelets and drink service right to you in the pool. [Details]

This resort is amazing and beautiful! The fitness program is really good offering you all levels of fitness every day of your stay. The food is so good and the rooms are very clean and fresh everyday! I would definitely recommend this resort to families with children of all ages ..can't wait to visit this resort again someday [Details]

The hotel was beautiful, the staff were pleasant, but unfortunately we had Water and hydro issues daily. Sometimes no hot water, sometimes no water at all, and power outages ranging from 30 seconds to 7 hours throughout our 8 day stay. I would highly recommend this resort if they can resolve the power and water issues. [Details]

Stayed for a week with my wife and our 5 year old son. Thoroughly enjoyed the entire experience. The food in all of the restaurants was very good and liked that we did not have to book, except for the tepenyaki which is understandable. My wife and I used the gym and did the morning work outs every day. The fitness staff are wonderful and made our vacation that much better by allowing us to stay active. The workouts were very good and we sweated our butts off, which is what we wanted. Rooms were clean and comfortable and we had an excellent view of the ocean and pools. The electronic bracelet keys for the doors are the best. You could leave your room without thinking and not worry. All of the staff were very pleasant and everyone asked if you were having a good day. The Martini bar was very fun and we were there a lot. The shows we saw were very good and it was a good variety. Over all we had an excellent trip and agreed that we will be coming back without question. [Details]

Hello,
I wanted to say that being my first time to Jamaica and with many friends and family recommending Royalton properties we were very pleased with our choice, however the last 3 days of our trip were spoiled. We were told a pipe burst and the entire property had no hot water. It returned the next day briefly with luke warm water and then back to cold again for the remainder of our trip.
I strongly rely on reviews when choosing a property to stay at for vacationing. Originally we were going to stay at the White Sands but saw the Blue waters was brand new and only a small price difference.
We also came back to our room one day to find the door was left open by the cleaners. A report was made and security did come to check the door. Nothing was taken but no one followed up with us after that to say if the door had been fixed.
As a young couple, we spent alot of money to stay at the Royalton Blue Waters to ensure we received the best service and quality. It is unfortunate that a brand new resort would have these types of issues making their guests feel like they are staying at a lower rated resort.
I would love to return to a Royalton property as the food and staff were amazing but we have doubts of spending the extra money now on a brand that has such high ratings but does not live up to them.
I would also like to mention we tried reaching one of the managers before we left but the guest services staff we unable to locate her prior to us leaving. While using the courtesy room we were also disappointed with the shower handle being broken, floor towels were not provided to prevent us from slipping on the wet floor and something as simple as a blow dry was not available in either of the rooms and guest services staff couldn't even track one down in house keeping.
The lady at guest services was very apologetic but leaving on that note was very disappointing. She was kind enough to give me the email to contact her manager directly to which i will also be emailing. [Details]

The staff are super rude evertime we order room service the didn't have anything we wanted and keep in mind we bought the diamond VIP and there was nothing to the VIP just a rip off food suck the waiter couldn't be bothered to smile Always fighting to get towels very and I mean very slow service with the VIP u get a section in the beach ppl who shouldn't be there was there and we didn't have a spot to sit at and the didn't do anything about it the VIP is just a ripe off don't stay at this hotel if u are looking to enjoy your trip [Details]

We loved our experience at the Royalton and already look forward to returning some day! [Details]

Based on our stay at the Cancun Royalton last year we had high hopes or the Bluewater. The resort just lacks the 5 star service. Styrofoam cups for the cafe. Small overcrowded Diamond Club Beach section. No DC restaurant. Pool service was at times non-existent. I assume short-staffed as at times there was only one bartender serving the whole beach and pool area. Most of the the staff were very friendly. We didn't have a lot of room issues. Just once with no hot water and twice without air-conditioning. Rarely did they enforce the bluewater only rule. This meant even more people using the services on the Bluewater side. Resort is nice just not worth the price for 5 star and Diamond Club. [Details]