Royalton CHIC Antigua – Entire stay

I am writing to formally register a complaint about the unacceptable experience I recently had at Royalton CHIC Antigua, which starkly contrasts with the high standards that your brand promises. I believe the issues I experienced merit the attention of corporate leadership.
During my stay, (July 2-6, 2025) I was faced with multiple service failures, miscommunication regarding amenities, and lack of responsiveness from staff. Despite several attempts to seek assistance during my visit, the management on-site was unable to resolve the matters to a satisfactory level.
One particularly disappointing instance involved sleeping accommodations, I was continuously ignored when I advised that as two ladies, double bed would be requested on multiple occasions, a couple in our group with Diamond club, such as myself, was given a room with double bed. Day two we came back to used towels folded across our bed, when the bathroom area should have been restocked with fresh clean towels; this did not happen. Our butler went to retrieve fresh towels only to be advised that there were no wash rags at all. There were also no cups at the bar on this day. The pool area had no clean towels two days in a row.
I ordered an omelet at the Diamond club restaurant only to have hair in my omelet and hair on my glass. (I will include photos). No fresh fruit selection until day three, for someone who is well travelled to feel unheard and pushed off is quite unsettling. The Diamond club staff did not care, it took two days to hear from management to address our issue, only to be told we would be accommodated, and nothing happened through moments before our departure. The accommodation would be for the entire group, when not everyone had the same experience, 20.000 points which is equivalent to$160, with a signed document to not speak on my experience. UNEXCEPTABLE.
I will say that there was an issue at the bar where hair was in a drink twice after being sent back, I applaud the manger for the outdoor services, Snow, handled the issue immediately, no excuses and her apology was genuine. If you ask me, management can learn from her. There was no mango mix, no water at the bar, no premium liquor at the diamond club bar. When there was finally a meeting with Ms. Faithline Theodore, she was more than 30 minutes late, I left and came back only for the meeting to have begun with other parties in our group. I did not pay the amount of money that I paid to sit around wasting time. These kinds of lapses not only diminished the value of my vacation, but they also reflected poorly on the Royalton brand.
I did not allow the inconsistency and treatment to affect my trip, I came to celebrate with my friend, and I did just that. Thank you to the Vibes Crew, Sy, Timothy, Keith Roy and others for keeping us active and entertained. Thank you to Snow again for her professionalism and her handling our outside bar issues immediately. Thank you to our butlers Zenworth and Rae-Hannah they were simply amazing, I had more of an interaction with Rae-Hannah and she for sure went above and beyond to correct what she can, I am grateful to her. Everyone else could use training as stated to Ms. Theodore, not a single person could explain why my bed situation could not be accommodated. I asked about a double bed upgrade, I was told a 30% discount can be given, only to turn around and be advised on the phones when my butler called management that it wasn’t possible, if I down grades it would be a loss of my funds etc.
What is most concerning is the apparent lack of accountability and follow-through at the local management level, which has compelled me to bring this to your attention. I selected Royalton CHIC Antigua based on your reputation for luxury, professionalism, and outstanding customer service—none of which were reflected in my recent stay.
I respectfully request a formal response outlining how you intend to address these concerns and what steps will be taken to prevent similar experiences for future guests. I would appreciate this matter being escalated to a senior member of your team who can ensure meaningful follow-up.
Thank you for your time and consideration. I look forward to hearing from you soon.

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