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Terrible Experience at Royalton Blue Water October 30 - November 1, 2023 Rm 40013
Laverene Simons
To:
[protected]@bluediamond.com
Cc:
Laverene Simons
,
Alvin Robinson
Tue, Nov 7 at 2:13 PM
Good morning Ms./Mrs. Quallo,
Background
We got married on October 28, 2018, and we chose Grand Lido as our honeymoon destination. The property and amenities in the room was perfect. Service from check-in was horrible and instead of doing the initial plan of 5 days 4 nights to just staying 2 nights. My husband swore never to try the brand Royalton again.
The property was amazing.
Each year we do a different hotel and I begged him to have us try your brand once more. After much begging and coercing he agreed, only for us to have this experience again.
TRIP 2023
On Monday October 30, 2023, my husband and I checked into Royalton Blue Water (Diamond Club) Room 4001 in celebration of our 5th anniversary.
At check-in we had a little hiccup, but the attendant was quite courteous, patient and warm.
We were taken our room around 4 pm. The room was clean and appeared to be fine. As we settled in the following were noticed;
1) Lots of mosquitoes on the ceiling and flying around (Jamaica is having a Dengue outbreak)
2) There was a pounding sound in the room
We called our butler who had maintenance come in, and he said that it was the swim-out pool that was causing the noise and he would attempt to turn it off.
For the mosquitoes they could not do anything as I am an asthmatic and would probably have an adverse reaction to the Vape spray, they have, so they have no solution to my situation.
Later in the night as we were to have dinner, to my shock there was no buffet.
The butler booked us to dine at The Calypso restaurant, the food was unpalatable so we picked at it and left. By now we were still hungry so that night we had to eat cake we brought from home to appease our hunger.
The entertainment was boring and unsightly as all it seemed to be promoting was ladies dancing to expose their private parts; very distasteful.
We retired to bed, but as we turned in the bed, we kept hearing a sound. By now I was so tired and frustrated we decided to speak with someone in the morning.
Day 2
So, after breakfast we went to seek audience with the Manager to state the disappointment of the following
Pounding sound
Lack of buffet for dinner (reason for booking an All Inclusive)
Mosquitoes
Sound of the bed
Poor entertainment
No hydrotherapy (main reason for the particular booking)
Jacuzzi tub in the bedroom is way too small for couples
We didn't see the Manager, but we spoke with the Assistant Manager who apologised and said they don't like to change room amid stay, especially that we had already unpacked and was only spending two (2) nights.
Dinner was booked at the Italian Restaurant, the grilled salmon was the only tasty thing on the menu. My husband fed his meal to the cat as it was tasting quite horrible to him.
When we went to dine the hostess at the Italian was so rude, we had to call for the Manager Mr. Conway who said he will address her behaviour.
Day 3 / Check-out
To my dismay the pounding continued for my entire trip. I am a light sleeper so for the two nights I barely got any sleep which has resulted in my blood pressure being elevated and me having a headache.
Due to the disappointing experiences at meals, my husband refused to have breakfast though he was hungry.
We attempted again to seek audience with someone who could understand and have empathy to address our issues with a reasonable solution.
I explained that I felt scammed as the lack of buffet and hydrotherapy was due to the construction. This should have been stated at the point of check-in with a no penalty in case we decided not to stay. Being a picky eater, we would have opted out as hotel specialty restaurants rarely taste good.
Ms. Rechell Bromfield offered 20,000 points which is equivalent to half a night which I believe was very disrespectful as your hotel doesn't offer half a night booking, after all your property is not a brothel. She then offered a refund to my card for one night, which I refused also. Attempts to speak with Director Ms. Clare Savage was futile.
Please understand I took my time to have an experience. I believe the least that could be done is to offer something to allow the possibility to undo our image of Royalton.
I believe an offer of replacing my entire trip at one your properties, which offers what I paid for would have been a more appropriate compensation. An upgrade would be nice also, since I have already spent quite a bit (money and time) with my two attempts with your brand.
We were told that we would receive an email with a survey by Ms. Sabrina Freschi from Support Services; and Ms. Rechell Bromfield -Diamond Club Manager, so that we could express our concerns; to date we have not received this survey.
Please note nothing that we expected from the hotel to make our anniversary a pleasant memorable time was not met, instead it was a nightmare.
No one goes to a hotel to be at a standard less than home.
We were insulted and our complaints of horrible service and accommodation and lack of buffet and hydrotherapy went unattended.
We are still seeking for an amicable solution to this unfortunate turn of events as Royalton made a total mess of our anniversary.
Other avenues of reprieve are being explored.
Still looking forward to receiving the Survey and a solution to this problem.
Kind regards
Laverene and Alvin Robinson
