Royalton Luxury Hotels
reviews and complaints

I booked a room selection on 21st June for my stay which was due on 3rd December, My holiday was cancelled by TUI on 27th November. I have contacted the resort to get my money back for the room selector as I am unable to access this service and they have advised that they are not giving refunds only the option to move the room selection. This is not good enough. They have advised that they will provide my room on a specific date and I am unable to access the purchase due to COVID and therefore want my money back. They are refusing to give my money back. If my money does not come back to me I will ensure that not another penny is spent at another Royalton Resort!

My last 2 nights were compromised due to what I believe were electrical problems in my room. The time they happened were during my proposed sleep time. There were no corrective actions to repair the problem as we experienced the problem the same day and night. There are details with mostly all employees, the major point of contacts are with Paulina - Guest Service Manager, Mohammad - Front Desk Supervisor and Nazaret - Maintenance person. I value their efforts in trying to make things acceptable, they were very sincere and genuine. However, this is completely unacceptable. I am withholding from accepting the hotels offer to compensate me because I strongly feel that it is not enough. I am still tired from having to be up the last night while repairs were being attempted. I was not able to enjoy my last day on vacation, where nothing is supposed to go wrong and where I needed as much decompression time as I wanted (the reason why I paid the premium Diamond Club)

I made a booking for a dream holiday and wedding at the Royalton Negril.
Everything was arranged and paid for, then Tui called to cancel the holiday due to Covid-19 restrictions.

The wedding of course can not go ahead as planned, I asked the travel agent about other Royalton resorts in the Caribbean, and if out was likely we could go later in the year to that or a different resort, they advised that they were doubtful of flying us out there this year so I requested a refund of monies paid.
The weddings team have refused this, saying it was not their policy and offered me a credit voucher for future travel, which is not acceptable as we did not make the decision to cancel and believe that a refund would be appropriate in this situation.
I have stayed at the Royalton Cayo Santa Maria & Riviera Maya, and thought they were fabulous and could not wait to go to another resort, but this is spoiling my experience of them significantly.

We are disappointed enough about not going, and even more so about cancelling our wedding, but for them to refuse to give the money back is just wrong, the travel agent from Tui agreed that I should be entitled to it refunded. I have copied the email trail, and at the end the final invoice/confirmation of payment, copied and pasted from the spreadsheet.

Kind regards

Christel Puente Garcia

Please see email trail as follows:

Charlyne Camayang - Royalton Weddings
Fri 04/09/2020 00:50

To: You
Hi Christel,

I can certainly appreciate your concerns, however as the resort is open, we do have policies that we have to abide by. What has TUI proposed to do in terms of the travel side of things?

The future travel voucher would be valid until September 2022, and would not have to be used towards a wedding itself, so there would be 2 full years in which to use this credit with us.

Best,
Laura

Weddings Director I Corporate Wedding Office, Blue Diamond Resorts
Toll Free 1.877.687.7793 - press 1 | Fax 1.416.536.9571
Stay up to date on all things Covid-19 by visiting our website and your destination's government website
For more wedding inspiration, check out our Pinterest board or find us on Instagram at @royaltonweddings
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Prices quoted via email are subject to change and are not guaranteed.

This email and any attachments and the information contained (herein "the message") are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.

From: Christel Garcia
Sent: September 3, 2020 3:54 AM
To: Charlyne Camayang - Royalton Weddings
Subject: Re: RNEG - Christel Catherine Puente Garcia & Lee Purves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Laura,

Thank you for your email.
I fully understand the offering, but the future credit voucher is not what I am looking for. I need the money back to pay for a wedding here, as being able to fly anywhere is uncertain for the foreseeable future due to Covid-19 and I do not wish to be disappointed again and have to keep moving it back.
Please can you refund the money we paid to you as what we paid for cannot go ahead for reasons outside of our control. I am not choosing to cancel, I have been forced to do so as I cannot fly there, so I think it is only fair to refund the money.

Kind regards

Christel

From: Charlyne Camayang - Royalton Weddings
Sent: 01 September 2020 18:08
To: 'Christel Garcia'
Subject: RE: RNEG - Christel Catherine Puente Garcia & Lee Purves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Christel,

Thank you very much for your response. If you do not wish to postpone, then we would be looking at issuing you the Future Travel Voucher in the amount that you have paid for the wedding. I have attached it here for you again so that you can see what this can be used towards in the future - it does not just have to be used on a wedding, but rather a future booking, upgrades, spa options etc. I would be happy to work on getting this issued to you!

Best,
Laura

Weddings Director I Corporate Wedding Office, Blue Diamond Resorts
Toll Free 1.877.687.7793 - press 1 | Fax 1.416.536.9571
Stay up to date on all things Covid-19 by visiting our website and your destination's government website
For more wedding inspiration, check out our Pinterest board or find us on Instagram at @royaltonweddings
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Prices quoted via email are subject to change and are not guaranteed.

This email and any attachments and the information contained (herein "the message") are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.

From: Christel Garcia
Sent: September 1, 2020 6:01 AM
To: Charlyne Camayang - Royalton Weddings
Subject: Re: RNEG - Christel Catherine Puente Garcia & Lee Purves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Charlyne,

Thank you for your email.
Unfortunately, in the current circumstances, we could not be sure of any dates to fly out to Jamaica for the foreseeable future, or anywhere else in that part of the world this year.
One of the most important things for us was to be able to have our wedding this year and due to Covid 19, we feel that we have no choice but to cancel our plan to have it abroad.
I understand that you would prefer us to postpone it, but it is just not what we want at all. I am sorry, and I hope that you understand why we are asking for a refund as we need the money back to be able to do something here instead, much to our disappointment, but we have to be realistic. This uncertainty of travel could go on for some time yet sadly.

Kind regards

Christel

From: Charlyne Camayang - Royalton Weddings
Sent: 31 August 2020 18:48
To: 'Christel Garcia' ; Clithy Chaddan
Cc: Taneek James
Subject: RE: RNEG - Christel Catherine Puente Garcia & Lee Purves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Christel,

Thank you very much for reaching out to us, and I am so sorry to hear about you not being able to travel in September. We have a few options that we can offer to you at this time:

Postpone the date, and the payments you have made towards your wedding to a future date, up until April 30, 2022. Please let me know if you would like to check availability on your preferred dates and I am happy to assist!
We can offer you a Future Travel Voucher for the amount you have paid for, for the wedding itself. Please review the attached Terms & Conditions and if you have any questions, I would be more than happy to answer them for you.

Again, I am so sorry to hear this and hope that we can find an alternative wedding date for you!

Kindest regards,
Laura on behalf of Charlyne

Weddings Director I Corporate Wedding Office, Blue Diamond Resorts
Direct 416.583.3793 Toll Free 1.877.687.7793 ext. 5708 | Fax 1.416.536.9571
Stay up to date on all things Covid-19 by visiting our website and your destination's government website
For more wedding inspiration, check out our Pinterest board or find us on Instagram at @royaltonweddings
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Prices quoted via email are subject to change and are not guaranteed.

This email and any attachments and the information contained (herein "the message") are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.

From: Christel Garcia
Sent: August 29, 2020 8:58 AM
To: Charlyne Camayang - Royalton Weddings ; Clithy Chaddan
Subject: Re: RNEG - Christel Catherine Puente Garcia & Lee Purves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Charlyne, Clithy,

I hope that you are well.
Unfortunately, we were told today that due to Covid 19 our flight and holiday to Jamaica has been cancelled by the travel company.
As you can imagine we are are extremely disappointed that we can't come having got everything in place perfectly with you.
We have no choice but to make alternative arrangements.

As this cancellation is not our decision, but forced through circumstances, I am hoping that we will be entitled to a refund on the money we paid you.
Please could you advise.

Kind regards

Christel

From: Charlyne Camayang - Royalton Weddings
Sent: 21 August 2020 15:17
To: 'Christel Garcia'
Subject: RE: RNEG - Christel Catherine Puente Garcia & Lee Purves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Christel,

Thank you very much for your final payment! It has been charged successfully. Attached you will find your wedding invoice reflecting the payment made. All details have been sent to our onsite team to prepare for your arrival with all our vendors.

Here are some final details, we wish to bring to your attention before your arrival at the hotel. Should you have any questions please do not hesitate to ask me!

· Please make sure all your legal documents are in order and ready to go. If you have any final questions about what you are require to bring with you, please let us know!

· If you have not provided us with your final rooming & guest list, please send this to us no later than 2 weeks prior to your wedding date!

· Be sure to print a copy of your wedding invoice and any other important documents we have worked on to bring with you to your meeting with the onsite team!

· You will be meeting with the on-site coordination team upon your arrival at the hotel to go over all the details we have organized thus far! About 2 weeks prior to your arrival I will be introducing you to your designated on-site coordinator to schedule a time to meet!

· For your wedding meeting, please make sure that you bring ALL items you would like us to have setup. These items may be subject to a setup fee and during the meeting it will be your opportunity to show our staff where and how you would like things setup.

If you have any questions or updates before your departure, please feel free to reach out to me directly. It has been such a pleasure working with you, and I know that your day is going to turn out beautifully!

Best,
Charlyne

Office hours: Monday-Friday (9:00AM-5:00PM EST)

Stay up to date on all things Covid-19 by visiting our website and your destination's government website

Senior Destination Marketing & Wedding Consultant, Blue Diamond Resorts
Direct 1.416.583.2525 | Toll Free 1.877.687.7793 ext. 5701 | Fax 1.416.536.9571
www.royaltonresorts.com| www.bluediamondresorts.com
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Prices quoted via email are subject to change and are not guaranteed.

This email and any attachments and the information contained (herein "the message") are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.

From: Christel Garcia
Sent: August 21, 2020 2:24 AM
To: Charlyne Camayang - Royalton Weddings
Subject: Re: RNEG - Christel Catherine Puente Garcia & Lee Purves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Charlyne,

Please see attached.

Kind regards

Christel

From: Charlyne Camayang - Royalton Weddings
Sent: 18 August 2020 15:01
To: 'Christel Garcia'
Subject: RE: RNEG - Christel Catherine Puente Garcia & Lee Purves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Christel,

Please kindly note that your final payment is due today. Our on-site team and vendors require your wedding details as soon as possible in order to properly prepare for your arrival and wedding day. We need to ensure that our different departments and vendors are able to place their orders and prepare their schedules and without the payment, I cannot send your wedding details onwards. Attached is a credit card authorization form, please use this to send me your final payment past due.

Please let me know if you have any questions or concerns and I look forward to hearing from you!

Best,
Charlyne

Office hours: Monday-Friday (9:00AM-5:00PM EST)

Stay up to date on all things Covid-19 by visiting our website and your destination's government website

Senior Destination Marketing & Wedding Consultant, Blue Diamond Resorts
Direct 1.416.583.2525 | Toll Free 1.877.687.7793 ext. 5701 | Fax 1.416.536.9571
www.royaltonresorts.com| www.bluediamondresorts.com
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Prices quoted via email are subject to change and are not guaranteed.

This email and any attachments and the information contained (herein "the message") are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.

From: Charlyne Camayang - Royalton Weddings
Sent: August 14, 2020 10:26 AM
To: 'Christel Garcia'
Subject: RE: RNEG - Christel Catherine Puente Garcia & Lee Purves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Christel,

Please could you tell me the size of the photos are which are supplied from the photographer? [Charlyne] Kindly note that the photos provided will be digital. Are you asking for the resolution size (megapixels, etc.)?

Also, are all the restaurants open yet? I read online that when you reopened there were only a few at a time in rotation. If not, will they all be fully open again when we arrive? [Charlyne] I cannot guarantee all the restaurants will be open upon your arrival.
Can we decide when we arrive where we would like to eat that evening?[Charlyne] Yes, of course. You can decide when you arrive.

I had a look at the photos of the flowers for the bouquet, and having thought about it again, I would like to change them if that is ok. I wasn't struck on the look of the bouquet and Lee wasnt keen on wearing his at all. (Men!) Please can I have Dendrobium Orchids and white roses my bouquet and a white rose for him. Lets see if he will wear that! Sorry to change things.[Charlyne] Revised.

On the invoice, $100 has been added for a Sunday ceremony, and the date is on a Monday. Please can you remove that for me.[Charlyne] My apologies! This has been removed.

Thats all for now, please let me know about the the documents from Taneek. I would like to be certain that everything is in order as it is for a legal wedding! According to DHL the package was signed for on Monday by Tracian Walker at 13.15. [Charlyne] Great! Thank you for advising. Please allow me to still check with them to make sure they actually received it.

Best,
Charlyne

Office hours: Monday-Friday (9:00AM-5:00PM EST)

Stay up to date on all things Covid-19 by visiting our website and your destination's government website

Senior Destination Marketing & Wedding Consultant, Blue Diamond Resorts
Direct 1.416.583.2525 | Toll Free 1.877.687.7793 ext. 5701 | Fax 1.416.536.9571
www.royaltonresorts.com| www.bluediamondresorts.com
A picture containing clock

Description automatically generatedA picture containing clock, drawing

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Prices quoted via email are subject to change and are not guaranteed.

This email and any attachments and the information contained (herein "the message") are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.

From: Christel Garcia
Sent: August 14, 2020 3:09 AM
To: Charlyne Camayang - Royalton Weddings
Subject: Re: RNEG - Christel Catherine Puente Garcia & Lee Purves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Charlyne,

I just have a few queries for you to help we with please.

I emailed both the email addresses for the spa this morning, thank you.

Please could you tell me the size of the photos are which are supplied from the photographer? [Charlyne] Kindly note that the photos provided will be digital. Are you asking for the resolution size (megapixels, etc.)?

Also, are all the restaurants open yet? I read online that when you reopened there were only a few at a time in rotation. If not, will they all be fully open again when we arrive? [Charlyne] I cannot guarantee all the restaurants will be open upon your arrival.
Can we decide when we arrive where we would like to eat that evening?[Charlyne] Yes, of course. You can decide when you arrive.

I had a look at the photos of the flowers for the bouquet, and having thought about it again, I would like to change them if that is ok. I wasn't struck on the look of the bouquet and Lee wasnt keen on wearing his at all. (Men!) Please can I have Dendrobium Orchids and white roses my bouquet and a white rose for him. Lets see if he will wear that! Sorry to change things.[Charlyne] Revised.

On the invoice, $100 has been added for a Sunday ceremony, and the date is on a Monday. Please can you remove that for me.[Charlyne] My apologies! This has been removed.

Thats all for now, please let me know about the the documents from Taneek. I would like to be certain that everything is in order as it is for a legal wedding! According to DHL the package was signed for on Monday by Tracian Walker at 13.15. [Charlyne] Great! I will still check with them to make sure they received it.

Kindest regards

Christel

From: Charlyne Camayang - Royalton Weddings
Sent: 13 August 2020 15:20
To: 'Christel Garcia'
Subject: RE: RNEG - Christel Catherine Puente Garcia & Lee Purves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Christel,

Thank you for sending in your wedding detail questionnaire. I've attached your invoice for your review. Let me know if you have any questions.

Also - payment is due on Monday but I will be out of office on Monday so you can make send in the attached payment form on Tuesday August 18th.

We don't have a room number confirmed yet, I am waiting for Clithy to let me know as we booked a swim up room from the UK travel agent, but to add diamond club was not an option through them, so I upgraded it through the resort.[Charlyne] Can you please provide me with your hotel booking confirmation so we can confirm you've booked Diamond Club. Upon review of your booking on our end, I will apply the complimentary wedding package.

I would like the ceremony at the Ocean Point Gazebo. Then if the dinner on the beach is an option, if not a semi private dinner is fine, just let me know which restaurants we can choose from.[Charlyne] The Luxury package does not include a private dinner on the beach. Please select one of our semi-private locations. See attached locations document for your review.

I need a hairdresser on the day, (I tried emailing the spa, but nobody replied.) also someone to lace me into my dress, perhaps makeup if thats possible. [Charlyne] Please try emailing both of the following emails. Otherwise, you're welcome to book appointments when you get there! [protected]@royaltonresorts.com; [protected]@royaltonresorts.com

A photographer perhaps from 15 mins before and during the ceremony plus the photos afterwards. Please could you sort these things out for me?[Charlyne] Yes, I've included this on your invoice - see attached.

With regards to the documents, I asked Taneek at the end of July when he needed the documents, and he said within 2 weeks would be fine, they were signed for on Monday according to DHL tracking. Please could you check they are all ok, as we want a legal wedding so it is very important.[Charlyne] Please allow me to check with her to see if she's received your documents.

Best,
Charlyne

Office hours: Monday-Friday (9:00AM-5:00PM EST)

Stay up to date on all things Covid-19 by visiting our website and your destination's government website

Senior Destination Marketing & Wedding Consultant, Blue Diamond Resorts
Direct 1.416.583.2525 | Toll Free 1.877.687.7793 ext. 5701 | Fax 1.416.536.9571
www.royaltonresorts.com| www.bluediamondresorts.com
A picture containing clock

Description automatically generatedA picture containing clock, drawing

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Prices quoted via email are subject to change and are not guaranteed.

This email and any attachments and the information contained (herein "the message") are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.

From: Christel Garcia
Sent: August 13, 2020 6:13 AM
To: Charlyne Camayang - Royalton Weddings
Subject: Re: RNEG - Christel Catherine Puente Garcia & Lee Purves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Charlyne,

Please see attached form.

We have booked diamond club for 14 nights, so the complimentary wedding should be the best choice for us really.

We don't have a room number confirmed yet, I am waiting for Clithy to let me know as we booked a swim up room from the UK travel agent, but to add diamond club was not an option through them, so I upgraded it through the resort.[Charlyne] Can you please provide me with your hotel booking confirmation so we can confirm you've booked Diamond Club. Upon review of your booking on our end, I will apply the complimentary wedding package.

I would like the ceremony at the Ocean Point Gazebo. Then if the dinner on the beach is an option, if not a semi private dinner is fine, just let me know which restaurants we can choose from.[Charlyne] The Luxury package does not include a private dinner on the beach. Please select one of our semi-private locations. See attached locations document for your review.

I need a hairdresser on the day, (I tried emailing the spa, but nobody replied.) also someone to lace me into my dress, perhaps makeup if thats possible. [Charlyne] Please try emailing both of the following emails. Otherwise, you're welcome to book appointments when you get there! [protected]@royaltonresorts.com; [protected]@royaltonresorts.com

A photographer perhaps from 15 mins before and during the ceremony plus the photos afterwards. Please could you sort these things out for me?[Charlyne] Yes, I've included this on your invoice - see attached.

With regards to the documents, I asked Taneek at the end of July when he needed the documents, and he said within 2 weeks would be fine, they were signed for on Monday according to DHL tracking. Please could you check they are all ok, as we want a legal wedding so it is very important.[Charlyne] Please allow me to check with her to see if she's received your documents.

I am not at work today, so I will keep checking my email for updates from you & we can get the final bits sorted out before tomorrow.

Kind regards

Christel

From: Charlyne Camayang - Royalton Weddings
Sent: 12 August 2020 14:07
To: 'Christel Garcia'
Subject: RE: RNEG - Christel Catherine Puente Garcia & Lee Puves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Christel,

Just checking in to see if you had a chance to review my previous email. Kindly note that your wedding details are due this Friday August 14.

Let me know if you have any questions!

Best,

Charlyne

Office hours: Monday-Friday (9:00AM-5:00PM EST)

Stay up to date on all things Covid-19 by visiting our website and your destination's government website

Senior Destination Marketing & Wedding Consultant, Blue Diamond Resorts

Direct 1.416.583.2525 | Toll Free 1.877.687.7793 ext. 5701 | Fax 1.416.536.9571

www.royaltonresorts.com| www.bluediamondresorts.com

A picture containing clock

Description automatically generatedA picture containing clock, drawing

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Prices quoted via email are subject to change and are not guaranteed.

This email and any attachments and the information contained (herein "the message") are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.

From: Charlyne Camayang - Royalton Weddings
Sent: August 10, 2020 9:24 AM
To: Christel Garcia
Subject: RE: RNEG - Christel Catherine Puente Garcia & Lee Puves - Sept 28, 2020 - 2:00pm - Legal - JTTOU

Hi Christel & Lee,

Congratulations on your wedding! My name is Charlyne and I am really looking forward to working with you!

I hope this email finds you well! I know how excited you must be to join us in sunny Jamaica to exchange those much anticipated "I do's"!

Attached you will find a wedding detail questionnaire and several other wedding related documents. Please use these documents as a guide to help you with the questionnaire. Once I receive the wedding detail questionnaire back from you, I will create your wedding invoice! You do not have to have everything on the questionnaire filled out just yet. Please fill this out as best as you can so we can begin the planning process (i.e. approx. guest count, wedding package selection, menu selection etc.).

The below documents are what I will require for you to fill out and send back to me:

Wedding Detail Questionnaire - due by August 14, 2020
All details must be received by the above mentioned date to allow enough time to receive quotes from our vendors
If you request quotes past the above mentioned date, a penalty fee will be applied to your final wedding balance
Rooming List (If you are working with a travel agent they should be able to help you fill out this document) - due by August 14, 2020
DJ Request Form (Only to be filled out if you are purchasing our DJ services) - due by Aug 28, 2020
Legal Paperwork - due by July 30, 2020 (since this date has already past you will be required to pay a late fee of $200 USD)
Please be sure to mail the appropriate documents to us at the hotel 60 days in advance of the wedding in order for us to prepare your marriage licence. Please see attached in the "Legal Requirements" document for the details.
Final payment - due by August 17, 2020
Accepted payment types are Visa or Mastercard only
If your wedding payment is late, please note that the following fees may be implemented:
45 Days or more prior to wedding: Full payment
44-30 Days prior to wedding: Full payment + $500 late fee
29-1 Day(s) prior to wedding: Full Payment + $1, 000 late fee

Also as a reminder, we currently have the following locations secured for you. Please let me know as soon as possible if you are requesting any changes to these locations. Note: all locations are subject to availability.

Ceremony Location: Beach
Reception Location: Dinner for Two on the Beach

If you have any questions, please do not hesitate to ask! Looking forward to hearing from you again soon.

Best,
Charlyne

Office hours: Monday-Friday (9:00AM-5:00PM EST)

Stay up to date on all things Covid-19 by visiting our website and your destination's government website

Senior Destination Marketing & Wedding Consultant, Blue Diamond Resorts
Direct 1.416.583.2525 | Toll Free 1.877.687.7793 ext. 5701 | Fax 1.416.536.9571
www.royaltonresorts.com| www.bluediamondresorts.com
A picture containing clock

Description automatically generatedA picture containing clock, drawing

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Prices quoted via email are subject to change and are not guaranteed.

This email and any attachments and the information contained (herein "the message") are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.

From: Wedding Planner Royalton Resorts
Sent: August 7, 2020 8:29 AM
To: Christel Garcia
Cc: Charlyne Camayang - Royalton Weddings
Subject: RNEG - Christel Catherine Puente Garcia & Lee Puves - Sept 20, 2020 - 2:00pm - Legal - JTTOU

Hi Christel & Lee,

Thank you very much for confirming the wedding date with us and selecting our resort to celebrate this momentous occasion with! Please accept this email as confirmation that the wedding date and time is now secure and we have successfully processed the wedding deposit of $250 USD. Please note that the final payment will be due 45 days prior to the wedding and this deposit will be deducted from the balance owing.

For your records, please find enclosed a copy of your signature which confirms your agreement with our policies and procedures (attached).

RESORT: Royalton Negril
DATE: September 20, 2020
TIME: 2:00pm
Type of Ceremony: Legal
Ceremony Location: Ocean Point Gazebo
Reception Location: Beach
Wedding Planner: Charlyne

What's next?! I am happy to introduce you to Charlyne, who will the wedding planner working with you on all the wedding details. I have included here an About Me document to get to know your wedding planner a little better! Charlyne will be reaching out shortly to e-meet you and begin this exciting process with you!

In order to get to you know you a bit better, and tailor your planning experience, we would love some insight into the following:

What most excites you about your upcoming wedding?
What is your wedding budget?
What are you looking forward to most about planning your wedding with me?
How can I make this planning experience as stress free as possible for you?

We love learning about how we can make this day special for you!

Looking forward to planning this momentous day with you!

Best,
Sofia

Supervisor, Wedding Services Blue Diamond Resorts
Direct 416.646.5798 | Toll Free 1.877.687.7793 | Fax 1.416.536.9571
Stay up to date on all things Covid-19 by visiting our website and your destination's government website
For more wedding inspiration, check out my Pinterest Board or find us on Instagram at @royaltonweddings
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Prices quoted via email are subject to change and are not guaranteed.

This is the final invoice/payment confirmation:

Wedding Package - Luxury Wedding
Additonal Guest - Adult
Special Note
Color & Theme Ivory/White
Wedding Detail Sheet
Wedding Couple Christel Catherine Puente Garcia & Lee Purves Hotel Royalton Negril (RNEG)
Wedding Package Luxury Wedding Wedding Date September 28, 2020
Number of Adults (including Wedding Couple) 2 Wedding Planner Charlyne
Number of Children (ages 4 -12) 0 Arrival Date 17-Sep-20
Number of Toddlers (ages 3 and under) 0 Departure Date 01-Oct-20
Wedding Budget $1, 000 Flight Reservation No. TUI
Onsite Meeting Time
Décor Note
Rooming List
Hotel Final Payment
Date: Item
Refreshments
Bridal Bouquet
Desciption
WEDDING DAY - GETTING READY
Photos & Special Notes
Item Cost
Quantity
Total Cost
Bridal Bouquet - White Dendrobium Orchids & Roses
Upon arrival, clients will receive a letter from the wedding team at the front desk with an appointment time and date to meet with the planner. This appointment is mandatory and cannot be re-scheduled.
Please note that anything brought from home might incur a setup fee that will be determined in destination during your consultation meeting with our onsite coordinator. Our onsite teams are not responsible for the collection of items you have brought to the hotel. If it is something that you wish to keep, please ensure that you assign someone from your wedding group to collect at the end of the night.
Please send your final guest list no later than 15 days prior to the wedding date.
Full wedding payment due 45 days prior to wedding AUGUST 17, 2020 *All items are paid for in USD*
Credit Cards: Visa & MasterCard only
WEDDING PACKAGE
Item Description Item Cost Quantity Total Cost
Wedding Stay
• Personal wedding planner & onsite coordinator
• VIP welcome & late checkout for bride & groom (based on availability) • Bride & groom room upgrade (based on availability)
• "Getting Ready" refreshments & fruit platter for the bride
& groom on the wedding day
• 10% discount on spa services for entire wedding group (applies to 50 mins massage & spa services, not salon services)
Ceremony
• Ceremony location (excluding Sky Terrace)
• Symbolic ceremony
• Chairs included
• Sound system for ceremony
• 1 trpoical bridal bouquet
• 1 tropical groom's boutonniere
• Ceremony table with linen & tropical centerpiece • Sparkling wine toast
Semi-Private Reception
• Semi-private dinner at one of our restaurants (2 hours) • Personalized menu cards
• 1-tier wedding cake
*Items not used in our packages cannot be redeemed for cash.
ITEMS AND SERVICES INCLUDED IN THE WEDDING PACKAGE ARE NOT CHANGEABLE, TRANSFERABLE OR NEGOTIABLE
$0.00
$20.00
$270.00
1
0
2
1
$0.00
$0.00
Additional Guest - Child (4-12)
Above inclusion covers for the first 10 guests
Additional Guest - Toddler (0-3)
"Getting Ready" refreshments & fruit platter for the bride & groom on the wedding day
$10.00
$0.00
Included in wedding package
0
0
Subtotal
$0.00
$0.00
$0.00
$0.00
$270.00
Credit
-$30.00
1
-$30.00
Grooms Boutonniere
Grooms Boutonniere - White Rose
$30.00
1
$30.00
Credit
-$10.00
-$10.00
PHOTOGRAPHY
Date
September 28, 2020
Item Description Photos & Special Notes Item Cost Quantity Total Cost
Photography
Special Notes (i.e. meeting time, photoshoot list)
1
Subtotal $260.00
BRONZE LIMITED
2 hours of continuous coverage.
1 Professional Wedding Photographer. 50 High Resolution Edited photographs.
* ALL DIGITAL FILES ARE NOT INCLUDED
$800.00
1
$800.00
Subtotal $800.00
1 _ (initials)
CEREMONY

Date:
Time:
Location:
Ceremony Type:
Location Fee
Judge Services
Chairs
Ceremony Table
Sound System
Special Notes (i.e. meeting time, photoshoot list)
Date:
Time:
Location:
Type: (i.e. semi-private or private)
Dinner Menu
Food Allergies & Restrictions
Wedding Cake
Sparkling Wine
Open Bar
Special Notes (i.e. décor items from home)
Wedding Ceremony Location
Ocean Point Gazebo (130), Sky Terrace (80), Beach (150), Royalton Ocean Pier (10), Chairman Ocean Pier (50)
Judge Services
We recommend submitting all legal documentation no later than 60 days prior to the wedding date.
A late application fee of $200 USD will apply to documents submitted between 2-4 weeks before the wedding date. The legal ceremony cannot be performed if the documents are received later than 2 weeks prior to the wedding date.
White folding chairs
Table with white linens and a tropical centerpiece matching to your wedding colors
Auxillury cord hookup and microphone during ceremony
N/A
Ivory/White
2:00pm - 2:30pm
Ocean Point Gazebo
Legal
Item Description Photos & Special Notes Item Cost Quantity Total Cost
Please note that if you are more than 30 minutes late for your wedding ceremony, a late fee of $150 USD will be charged
Included in wedding package
$350.00
Included in wedding package
Included in wedding package
1
1
0
1
$0.00
$350.00
$0.00
$0.00
Flavor: Red Velvet 1-tier Wedding Cake Shape: Round Color: White
Please bring ceremony music on separate playlist on MP3 player or smartphone. Headphone jack required
WEDDING RECEPTION
September 28, 2020
6:00pm - 8:00pm
TBD in destination
Semi-Private
TBD in destination Included in wedding 2 $0.00 package
Sparkling wine toast
Standard Open Bar House Red & White Wine, Beer, Sodas & Water
Printed Material
Personalized menu cards
Included in wedding package
Included in wedding package
Included in wedding package
Included in wedding package
Included in wedding package
1
Subtotal $350.00
1
2
2
2
$0.00
Item Description Photos & Special Notes Item Cost Quantity Total Cost
Location Fee
TBD in destination Included in wedding 1 $0.00 package
$0.00
$0.00
$0.00
$0.00
Subtotal $0.00
PRIOR TO DEPARTURE
Item Desciption Photos & Special Notes Item Cost Quantity Total Cost
Day Passes
Room Drops
Special Note
Please proved us with any guests FULL NAMES that are staying off property and would require a day pass. Guests will be required to present photo ID at resort Payable in destination - for rates, please speak with your wedding coordinator
*NOTE: 75% of guests must be staying at resort*
For welcome bags/gifts brought from home, we offer room drop service for a fee of $5 USD /room A full rooming list will be required
Payable in destination
Subtotal $0.00 Grand Total $1, 410.00
Once the invoice is finalized, please sign to acknowledge that all information is correct: _
2 _ (initials)
September 28, 2020
Non-Refundable Payment
$1, 410.00
Balance Due $0.00

Dear sir/madam
I write to you to inform you that I am currently staying at your hotel in room 8407. It's been sever al days now that I have complained to the front desk also two cleaners that where in the hall and two supervisors about a sanitary smell coming from the drain. two days ago the smell was so strong at 4am that myself alongside my wife and my two children 4 years old and 8 months old evacuated the room opened up the balcony doors and waited 1 hour until the smell left the room. Its sad to say that when I explained two everyone the severity of the smells they did not care. See I work in the sewer industry and I know the problems these smells let out. Sanitary sewer gases are dangerous Smells in a shower drain can be caused by odor-causing bacteria that feed on debris in the pipe. Some of these anaerobic bacteria live in fetid water in the P-trap and produce hydrogen sulfide gas, which smells like sewage. These smells produce many dioxides such as amonia, hydrogen sulfide, esters, carbon monoxide etc. It's seems very odd that when I try to explain the solution to some it's ignored.

The grounds are beautiful and service is great there is a terrible issue with this and it's sad that due to this issue we are extremely tired due to lack of sleep cause of the smell.

It's sad that I sent an email February 21st, 2020 at 8:37am and still am yet to get a response. We lost two days of our vacation because my kids and myself felt sick and tired due to the smell. Please note this is the second complaint I've made and I'm keeping track of this. This is very serious and should not be taken lightly. I will keep on escalating this situation until it has been addressed and resolved

Regards

Mauro Estrada

[protected]

I have been emailing Jaroma Grant and Silvia Pita and Sonyque Suriel staff at The Royalton Hotel Antigua for several weeks now regarding a complaint during my visit there in November 2019.
They have decided not to reply to any of my emails since way before Christmas and I am now very annoyed that they all feel the need to ignore a customers emails ..Their actions are very unprofessional to say the least, and I would like to be able to make a formal complaint on top of my original complaint about these members od staff who feel the need to ignore my emails.
I would therefore very much be grateful if you could forward me an email address of the secretary and CEO/Managing director of Royalton resorts+Sunwing Travel/Blue Diamond resorts, in order for me to address my complaints with them in full regarding this treatment of the staff at the royalton resort Antigua.
I shall look forward to receiving information from you in order for me to obtain correct email addresses where I will be able to obtain professional replies from.
Many thanks.
Kind regards,
Ms Christina Henry
Email: [protected]@outlook.com

I wanted to file a complaint about our trip Nov 23- 30 2019 to Royalton Santa Maria. I have to admit I was have never been so disappointed unfortunately! I have been to Royalton twice in Mexico and eventhough the price was comparable, the services paled by comparison! Not only did they continue to run out of food and alcohol, but the rooms were not of the same calabor. I was initially given an adjoining room which had a lot of evening activity and associated noise. The following day after a very unpleasant conversation with the manager Luigi, I was moved into a room with a known worm infestation problem. This was confirmed by reception who told me that units 10 and 11 had problems, but that there were no other rooms available. I was even told by the manager that I should be happy as some people were being moved next door to Memories Santa Maria due to over booking at the Royalton! I think the worst thing that happened however was getting sprayed by pesticides while having dinner on the terrasse and waking up the last night to a cockroach on my face. I cannot understand why this is considered a 5 star luxury, when other than the beach, there was no luxury at all! I do understand that the US embargo is causing havoc, but then we should have been informed upon booking. Additionally I was told by the manager that since the Cuban government owns the hotel, they do not have to honor what Royalton is best known for. I would highly suggest that you make people aware of these limitations. I would like Blue Diamond Hotel and Resorts to be aware of the substandard services at this hotel, as well as the lack of uniformity offered elsewhere. Should this hotel continue to offer sub par services then the prices should be reflective of this and in no way should it be associated with the Royalton name. Thank you.

Kathleen Exley

Dear Sir/Madam ;

My name is Mohanned sultan I am a guest of the chic by Royalton in punta Cana. Staying from dec 30 2019 to Jan 5 2020. When I arrived on December the 30th after taking my passport and all. the manager Mariana cake up to me and told me that the reservation was denied. Then I called the emergency line for the travel agency and they corrected the problem. I check into the room and the bathroom have mold and hair all over the shower then another complaint was filed with service manager Welkin then it was New Year's Eve dinner we got to our dinner reservation at 7.45 getting to the restaurant seated and at 9.30 finally food arrived cold and disgusting the restaurant Tagin manager came to the table and I made him touch the food with his hands and agreed that it was super cold keep in mindit's New Year's Eve dinner. So we left the table right then with out eating and another complaint was maid with guest services. Today we spoke to the manager in charge Mario he offered an ocean view room we asked him to get us a refund and that we wanted to leave the property he agreed on the refund but we had to call our travel agent to confirm. Our travel agent got in touch with him and he denied that he agreed on the refund.went down to confront him but all of a sudden he disappears and there is no manager is on the property.
I am still at the property and really need some help since no one on the property is offering any thing to make this experience better.
All the guests at the restaurant had the same complain and I can have at least 6 contacts to confirm. Attached you will find pictures of the shower a Video of the food to support my complaint. I really need some one from head quarters to get in touch with me my vacation is ruined.
My contact number is +[protected]
[protected]@yahoo.com

To Whom it May Concern,

Let us first say that we have stayed at multiple resorts in the Carribean/Mexico region over the last decade of travelling. We have never reached out to a complaint board or felt inclined to contact the Resort Administrators. Our experience at Royalton Blue Waters unfortunately changed that for us. We chose this as a recommendation from our Apple Travel agent, being that she has had great experiences and reviews with other Royalton properties. The splash park and child friendly amenities were what sealed the deal on our decision to stay at Blue Waters with our 19-month-old daughter.

We would like to note the things we enjoyed about Blue Waters:

1. The resort is beautiful - the views are amazing, the grounds are maintained, and the beach is private and well kept.
2. The security was also comforting. They did a great job keeping the resort safe.
3. The wrist band is the room key. Although a little awkward, it is extremely convenient to never need to look for your room key.
4. It was always easy to find lounge chairs at the pool. We have been to enough resorts to know that this is prime ‘real estate' and it fills up before breakfast normally. We never had an issue with this.
5. Room maintenance service was amazing.

Now for our concerns:

1. The staff, especially female staff, were generally unfriendly. We experienced this in all areas of the resort. This was something that set a lot of the guests on edge and made for a cold tone to the vacation. The guests we did meet said the same thing about the staff. A resort is a service-based industry and the biggest shortfall of this resort was just that. We did luck out and meet a few pretty amazing staff members. These individuals include Brenda, a server at the Blue Waters pool, Celia-Dawn, a massage therapist at the spa, Andre, the omelet master at the buffet, Rowhan and Chevon, servers/staff at the buffet, Andrew, a server at Grazie restaurant, our room maintenance man - didn't remember his name, but he has an 8 month old daughter, the blue waters pool aerobics instructor, and finally the resort photographers.
2. Food - Every place continuously ran out of food. This is absolutely unacceptable, especially when we are paying for an all-inclusive experience. The most disappointing experience was when we coordinated childcare for our 19-month-old daughter so we could enjoy a dinner alone at the steak house. This cost us $25/hour to do. Aside from the fact that it took 30 minutes to be seated in a less than 50% occupied restaurant, the waiter told us that they were out of EVERY steak option except for the flank steak - the most unappealing option on the menu. This is a steak house! We even asked about paying for the upgraded meat cuts the menu offered. They proceeded to tell us they never have those available. ABSOLUTELY UNACCEPTABLE. They even said the chef was driving to town to go get more, which was also a bunch of malarkey. Our disappointment continued with the jerk hut running out of chicken on a daily basis, the burger stand running out of burgers and hot dogs daily, and room service running out of chicken tenders. Attempting to get lunch seemed like an act of congress and none of the pool waiters seemed to be able to get food delivered to the pool - the first resort we have ever experienced this at. We asked for a quesadilla or grilled cheese sandwich for our daughter, and even though tortillas, bread, and cheese were available, no one seemed to be able to accommodate our 19-month-old's needs. We were offered upgraded experienced at the culinary experience and beach dinners, but why would we pay for these experiences when we can't even get a mediocre one with what we paid for?
3. The resort does not efficiently manage their staff. There are too many underutilized personnel. So many times, we would ask someone for something and they would say it was someone else's responsibility or servers would say "this isn't my station"- well then why are you over here in the first place?! There were a lot of people standing around doing nothing while a few people were working their tails off. The resort, at this capacity, could easily run with 75% of the staff and give them a wider range or responsibilities/empowerment and be much more efficient. I would be happy to discuss this further.
4. While eating at restaurants, we noticed it would take forever to be served drinks. This is because servers would need to leave the restaurant to go get drinks from one of the bars. So many times, we would be served our entree before even receiving a drink.
5. Breaking change was impossible. We like to tip for great service, but it seems like management would prefer guests not tip their staff because there never seemed to be anyone who could break a $20 bill.
6. Room service was terrible. Half the time they wouldn't answer the phone and it took forever to get food delivered. We left the room before one delivery because it took so long. We tried ordering on the TV, but they seemed to always call us and ask questions anyways, so it was extremely inefficient.
7. The staff elevator was broken, so staff shared the guest elevators. Stinky food trays left for a very unpleasant experience as we were riding next to carts of waste, etc. This also caused the elevators to run all the time, making it a long process to catch a ride with our stroller and toddler in tow. Otherwise the stairs would have been faster. I honestly wouldn't be surprised if the elevator has been out of service for months based on how unphased the staff seemed when it came to share it with guests.
8. Adjoining rooms share a lot of noise. We battled with this since we had a toddler that went to bed at 8 and our neighbors were wanting to stay out and party until 3-4 AM. This made for unrestful sleep.
9. Swim diapers were $50 in the gift shop. This is 5 times the normal cost. I understand shipping, etc. but this is outrageous!
10. Room temperatures should be able to be adjusted to below 20 degrees Celsius. It locked us out at that temperature and we fought to allow this to be overridden.
11. Spoons- for goodness sake can we get a spoon to stir our coffee in the morning?!
12. Waste bins. Although we are proponents for recycling, etc. There are no waste bins around the resort except for in the restrooms. We had to drag dirty diapers all around the resort to try to throw them away.
13. Paper straws. Terrible. There are better eco friendly options than the ones you provide. You can't finish a drink without eating paper along the way. Another eco friendly idea would be to provide guests with insulated cups for their drinks. This would help cut on water waste with cleaning and cups rolling around everywhere, as well as provide a little free advertising.

Overall, we are sending you this info to bring light to a property that has the potential to be great. There are so many issues that need to be fixed. I hope you can take this as an opportunity to change some practices otherwise this resort will fail. Other guests had mentioned great experiences at the Iberostar and Grand Palladium Montego Bay, so we would encourage your company to look at your competition to identify any additional opportunities to improve.

Sincerely,

Megan and Scott Easton
[protected]
megan.[protected]@gmail.com

Please provide me an email to send proof of the fraud
I an claiming through Agoda again Royalton Bavaro
They charge twice for my reservation, previous paid to Agoda.
Now they dont want to reimbure the money they collectd twice
Iam meaking my best effort not to take legal action.
Can you intervene
Thamk you

ERMER VAQUER
[protected]@YAHOO.COM
[protected]

I visited the royalton white sands Montego Bay and the room I received was unacceptable . It was advertised as a luxury room and there were so much issues . Shaky closets doors, clogged toilet bowl which leaked water into the the room . Balconies that had doors that didn't lock . No irons or old irons . The electronic lock on the outside of the room door was cracked and old . A loud annoying sound from the bathroom vent . Paint splatter over sections of the room. Hotel restaurants closed throughout my stay . I paid over 5k and booked two different rooms . I felt my whole vacation that I was falsely mislead, I didn't enjoy what I paid for . How can I be compensated for the royalton company that ruined my vacation with my daughter for her graduation celebration. I requested to have her room decorated and they did not honor my request . I was misled by pictures online and was charged a luxury when clearly this hotel is not a luxury hotel

My family and I arrived on 7/9/19 at the Royalton White Sands. On the 1st night, our air conditioning would only get to 76 Degrees. We told our butler and Diamond Club about it. We were told it would be checked out. Day 2 we notified them again and maintenance would look at it. I asked to talk to a manager, so it would get done. It wasn't fixed and no reply from manager. Day 3 I complained again maintenance said it was the thermostat and replaced it. That night didn't have air conditioner working correctly again. I called that night and complained and ask for a manager to call me. I still haven't had a reply. Day 4 the butler says they're moving us but I have to wait until Day 5 nothing is available. I understand things break. We get to our new room and it's smaller than what we had. We were in room 2105 now we are in 1105. Further away from our family in 2101&2102 and the beach. We feel like we were downgraded. To make it worse was I was sick at breakfast and had no room to lay in because we didn't get moved in until 2pm. Do you know what it is like to be sick and can't lay down inside a room. In our new room besides being smaller, the drain in the sink, shower and jacuzzi tub doesn't drain. I asked to talk to the Diamond Club manager and still no one calls. I'll be here until the 7/16/19. We spent money on massages, cabana and the culinary experience. I wish I didn't put more money into a bad vacation.

try to contact you before
i was at the royalton from june 13 to the 22 all went well except for an very disturbing and hateful indecent comments that has left me and my partner very perturbed and dis-trot . booked this vacation on Sunwing friend and family if you need the reservation number please call me or email.

answer supplied by hotel is not acceptable in any manner this is why we are taking this you to Sunwing Vacations If sunwing vacation does not return my email or call by the end of this week being july 12th, we will be forced to take this to court and post all email and comments on Trip adviser. looking for speeding resolution other than lame excuses and flimsy 2 day pass that we dont want to use.
bellow are all emails pertaining to the incendent.
Ralph Bossé
Jean -Philippe Pelletier Montréal
[protected]

Riviera Maya, July 8, 2019
Vacation Experiences RRC [protected].06.19 9NTS SUNWING VACATIONS [protected]

Dear Mr. Bossé and Mr. Pelletier

We want to thank you for the time taken to contact us; please apology any delay in the response. It was an honor to be entrusted with your recent vacation at our hotel. Please find attached our letter; we are sorry for any inconvenience experienced during your stay.

If you should have any further questions or require additional information, please do not hesitate to contact us.

Best regards,

Bettina Zimmerer | Post Travel Manager
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Royalton Suites Cancun
Email: customersupportrrc@royaltonresorts.com
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext: 13017

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
P Please consider the environment before printing this email

De: Bettina Zimmerer
Enviado el: lunes, 8 de julio de 2019 11:31 a. m.
Para: Ralph
Asunto: RE: RV: follow the email room 4202

Dear Mr. Bosse,

Thank you for your email communication; please apology any delay in the response. I found myself sick and out of the office.

I am currently working on all information and will respond during the day today.

Thank you very much and once again please apology any delay.

Have a lovely day
Best regards,

Bettina Zimmerer | Post Travel Manager
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Email: customersupportrrc@royaltonresorts.com
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext: 13001

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
P Please consider the environment before printing this email

De: Ralph
Enviado el: lunes, 8 de julio de 2019 5:25 a. m.
Para: Bettina Zimmerer
Asunto: Re: RV: follow the email room 4202

Mrs zimmerer,
We are now Monday July 8th you and you have yet to reply to your last email.
Hoping you will follow suit to your promise to come back to me by July 5th, failure to do so By the end of today July 8th, I will be under obligation to further my request to Sunwing and and requesting legal action with my lawyer.

Once again we sincerely hope we can come to resolution without going thru these costly and time consuming actions, but if need be we will.

Immediate action on your part is required.
Regards

Ralph Bosse
Jean-Philippe Pelletier
Montreal Canada
de mon iPad

Le 2 juil. 2019 à 12:15, Bettina Zimmerer a écrit :
Dear Mr. Bosse

On behalf of Royalton Riviera Cancun we thank you for your email communication dated on June 29, 2019 sharing the experiences of your recent vacation.

Be assured that coordinated effort is being made to address every issue presented. All our corresponding departments have been contacted to review the customer feedback provided. You will be contacted within the next 3 days, on or before July 5, 2019 upon completion of our investigations.

If you should have any further questions or require additional information, please do not hesitate to contact us.

Best regards,

Bettina Zimmerer | Post Travel Manager
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Royalton Suites Cancun
Email: customersupportrrc@royaltonresorts.com
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext: 13017

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
P Please consider the environment before printing this email

De: Ralph
Enviado el: sábado, 29 de junio de 2019 05:52 a. m.
Para: Pilar del Peral Gonzalez
Asunto: Re: follow the email room 4202

Good day Senior del Peral,
We have read your reply and brought this to the attention of a lawyer.
We do understand that you have taken action pertaining to the employee, and have extended your regrets toward us.
But regrettably, I will not be able to afford a 5star hotel again, this was a one time occasion, and has been ruined by a discriminatory and hateful comment. This was once in a life time dream, spoiled my dream, and has left us both with mental and emotional scars.

After speaking to my lawyer and as this situation is against the law, he suggest that we come to some kink of financial agreement between us, if not, we will be contacting Sunwing vacations and asking for legal action in court against Royalton and Sunwing vacations.

We sincerely hope this can be resolved between us and not have the situation escalate to legal sanction.
Awaiting for a prompt reply on your part

Ralph Bosse
Jean-Philippe Pelletier
Montreal Canada
de mon iPad

Le 26 juin 2019 à 18:02, Pilar del Peral Gonzalez a écrit :
Dear Mr. Ralph Bosse

Firsts all I would like to offer my apologies for this Incident, In Royalton, we are committed to providing the Best Service & hearing this incident it just makes me think how much we fail on your stay & the way we make you feel.

I was notified that the Management from food & Beverage He did take actions to make this mistake was nos repeat ever the person that you mentioned he doesn't belong to the Hotel & he not provide the Service anymore. I now mentioned this I will not erase the bad taste that this incident makes on your Vacations.

However, it will be a pleasure for me & my manager if you give us a second chance to change this expectation If you decide to come back in the Future we can Honor a Free Room Upgrade or see the Best option to make a perfect stay for you & you love ones.

I reminded at your Service an thank you for sharing this information so we can take actions to make someone else experience to enjoy it.

Have a great Day!

Pilar del Peral Gonzalez | Diamond Club Manager
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Email: diamondclubcun@royaltonresorts.com
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext: 13035

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De: Ralph
Enviado: lunes, 24 de junio de 2019 07:23 a. m.
Para: Diamond Club Office
Asunto: Re: follow the email room 4202

Good day señor Del Peral,
Sadly this email is not one for the books as I was asked to relate the offensive vulgar encounter with one of the waiters at the Caribbean restaurant today june 21st around 1pm.
As we had seen that the Carribean restaurant was open at lunch we decide to treat ourselve one last time to the fantastic shrimps with coconut that we enjoyed twice rather than once.
Arriving at the restaurant, as mentioned around 1pm, we requested a table for 2 inside as we wanted to take advantage of the air conditioning. I gave my room number as well as my family name in Spanish as I have a fairly good understanding of the language.
Mentioned there where no alergies and where directed to the table directly to the right of the reception desk.
We were asked for our beverage order and order two mineral water.
As we looked at the menu we were sad to notice that no shrimps were serve at lunch but asked if we could still have some but our request was denied as prep work for evening items was not ready and was a different chef.
We had still decided to have our lunch and enjoy the beach view.
I ordered 2 plates of calmars and a césar salad and my partner ordered a plate of wings and a chicken and fries plate, he ate but 3 as even him found them to be to spicy.
Shortly there after he wanted an extra of guacamole and called the waiter : permiso ... the waiter held up both hands as to say ( pare) he came and we requested the extra with a please and thank you upon delivery.
As we where about to leave wad no smaller bill than a 200 peso bill and decide...well for once we wont leave a tip, as we did during or whole vacation.
We stood up and the waiter approached the table as we where stepping out and clearly we heard him say some vulgarity calling us ( maricon) along with some other words.
As we walk away i asked my partner did you hear that?he replied yes... and thought myself we should just brush it off... but the further away we walk the more and more i got upset.
Then i got nervous and anxious to the point i had to go to my room and try to relax, witch did not work. Thus i decided to bring this to the attention of the Diamond Club. This ordeal has ruined my last day leaving me and my partner with a very poor opinion of the Royalton and our whole vacation.
Not saying the whole staff is the same but none the less, one bad apple ruines the basket. We have save our money to come to a five star hotel once in our live. Ive spent a month of salary and a short of week worth for tips all this to have it ruined upon our very last day.
We have received excuses from Diamond club, our butler and his superior as well as manager of the restaurant this evening. But the répercutions will last a long time as we go back to our jobs and speak to our co worker friend and family about this as well as our self worth being offended and hurt for quite some time. Tonight we have got to sleep, but im sure the words pronounced will bounce around our head and will make our last night here an uneasy rest.
We sincerely hope that this will never happen again to another guest, NO ONE should endure this type of treatment.
Respectfully,

Ralph Bosse
Jean-Philippe Pelletier
Montreal Canada

de mon iPad

Ralph Bosse
de mon iPad

Le 24 juin 2019 à 08:15, Diamond Club Office a écrit :
hello Mr. Ralp,

This is Diamond Club Lounge

Paul Alvarez| Diamond Club Royalton
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Email:
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext:

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
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We were a family of 8 traveling between christmas and new year's day every year for the past 6 years. I wish I read all of the posts before choosing royalton bavaro. If my review sounds like something you already read, note that I am not the only one who suffered the same inconveniences at this resort. I booked the trip based on my sister's recommendations since she was a patron of the resort in june 2018. Needless to say, the resort did not meet our expectations.
From the first day at check-in, I spent the first day walking back-and-forth to reception checking on our room multiple times. Since we were travelling with 3 rooms, I requested adjoining rooms or rooms to be at least on the same floor. Two rooms eventually ended up on the same floor and the third in a different building. Once I finally got in to the first room, the bracelet did not open the door causing me to go back to the reception area and wait online yet again. The bracelet still did not work, and a bellman had to escort us up to the room. He opened the door, and I was instantly hit with a pungent smell of mold and mildew. I went to the front desk to get another room. The bracelet did not work for the second room, and all occupants of the room had to walk back and forth, waiting on lines at the front desk, two more times before the bracelet worked. Once in the second room, room 16217, the bathroom floor was covered in pubic hair and sand. There was spilled chocolate milk in the refrigerator; long, black hair stuck to the glass around the jacuzzi tub; crumbs of food from the previous occupant in the decorative bowl; ink drawings on the bench; and the rooms smelled musty. I have pictures. The room was to be set up for 3 adults, and the pull out had no sheets or blanket, and there were not enough towels nor a bath mat. I contacted house keeping and was told this would be remedied and someone would be by to clean.

The hotel claims it only opened 10 months ago. This room was a construction nightmare. The door jam was splintered, the jacuzzi tub did not work and was separating, the bathroom sink had a foul smell, and the shower tiles were broken. Just based on construction, I would not buy the time share from travelsmart.

Communication between staff is horrible. When asking housekeeping for a particular service or product they do something completely different or nothing at all. I called the diamond hotel butler, front desk and housekeeping looking for a blanket for the pull-out bed for my adult daughter. The room had a stench, less of a stench then the first room, and to make it bearable, the air conditioner was set high all day and all night, making the room very cold. Since my daughter did not get a blanket until day 3, she slept in the bed with us, a tight fit for 3 adults. After several calls, I finally grabbed a maid on the floor and asked for a blanket.
Juan and benito, concierges in the bottom of our building, were no help except to con us to attend a "special" breakfast to be held at hunter's, only opened to those attending the timeshare presentation. The breakfast was not a "special" breakfast at hunter's but the same buffet available to all except that you sat in hunter's so that the presenters had your undivided attention. Also, you were not allowed to go back for seconds.
So now I am on this trip for not even 36 hours and have barely relaxed. Between the check-in, the filthy room, and the timeshare breakfast, I was ready to leave after the first day but was reminded that the trip was pre-paid. I tried to express my concerns to guest services but was told I had to make an appointment. During the breakfast timeshare presentation, I was reminded several times that if I bought the time share and became a diamond club member, I would not have these issues. But if you read other reviews, even diamond club members have issues with this resort. I do not think I should have to be a member to have a clean room or towels or a working tub.
I expressed the fact our rooms 16233 and 16217 were filthy and smelled to the diamond butler on the phone; front desk; elkin, rosa, edwin, crispin, and carlos at travelsmart; and juan and benito, the concierges at my building over the course of a few days. I finally made the appointment on 12/28 with the guest service manager, dario. Even though I had an appointment, I waited a half hour to speak to him. He then kindly listened to me for an hour and ½ and wrote down all of my complaints, filling half a page. He assured me all would be taken care of and remedied. The front desk called my husband to advise him a room with an ocean view was available to move to. Leaving in 2 days, it did not make sense to move us to a new room. Nothing else was done. The room was still filthy. The tub still did not work. There were no credits given to us. Dario was nowhere to be found.

The day of check out, I requested to speak to dario, the guest service manager whom I spent 2 hours listening to promises of remedy and credit. The woman at the front desk could not get dario and made excuses for him. She did not seek to find another manager or dario's supervisor. The front desk is the first impression and sets the tone for the hotel. After one move, one phone call, one meeting, you'd think that there would be some sort of management intervention to sort out the problem and ensure we were satisfied. Dealing with the front desk was a nightmare from start to finish, we felt lied to and cheated of a restful, relaxing fun family vacation. Never mind offering an apology or any compensation for our inconvenience due to their ineptitude, the front desk told the bell captain to highjack our cab until we paid our bills! I did not want to sign anything until I spoke to dario or manager, but after my cab was highjacked and I could not leave to make my flight, I signed the credit card slip under duress.

Diamond club or no club, same people run the hotel, and it is below average, to put it nicely. Few other things: unless you are a diamond club member wearing a black wrist band, you cannot make a reservation for dinner except at the hibachi grill (which we were given 9:45pm). Zen, hibachi grill, was not worth making a reservation. Protein was over cooked, and the sample sushi was days old and refrigerated. The protein at the buffets is always over cooked, well done to burnt, even the omelet at the "made to order" omelet station. Traveling with 8 people and having uncertainty around every meal took a lot away from making this a good vacation.
The beach area is small and crowded with grass umbrellas and lounge chairs. You do not go to the beach to get a tan.

We will not be returning to this resort or any other royalton. We travel often and this by far was the worst service experience we have ever had.

first of all we are still here in the royalton and we are very dissapointed its our honeymoon, and when we came 3 days ago they made us wait 5hr in the lobby then they gave us a room with workers view instead of pool view it is what we paid for, 4800$ cad for a week in this hotel no flight... Also there was no aminities in the room, no room service menu, blood was on the bedding, they also took 3 hr of our time for made us meet smarttraveller and their sales representative, its our worst week in jamaica, me and my wife are really dissapointed ...

Royalton white sands, Falmouth, jamaica
Room:643

My husband and i travelled to Royalton Jamaica and bought into their vacation club.It has been the worst decision made. First of all the vipconcierge email address provided takes forever to respond to a query. We attempted to use free certificates issued for stay at the hotel and was told we need to have 35% paid off. When we attempted 3 months later we were told we needed to pay off 70% before we could use both. We need to use both at the same time because for some reason they gave us 1 certificate for stay of 2 people and 1 for stay of 3 people (we are a family of 5) . My advice is to read the fine print and clauses carefully there are many hidden rules and conditions . We feel ripped off.

I am writing to express my dissatisfaction with my recent vacation at the Royalton Negril. Overall, despite paint chipping/rust/holes in the hallways of building 4, the resort is breathtaking and offers many amenities. However, the staff's negative attitudes and discriminatory behavior is the sole reason I will never go back to the resort. I stayed at the resort 6 days and each day either I, or a member of my party, experienced some sort of bad treatment from the staff (mostly the food service staff). This dissatisfaction was verbally expressed to management and in writing prior to my departure. Also, I stand firm with my recommendation that in-person customer service and/or hospitality training be mandated for the complete staff. Proper training will be the key to retaining loyal customers. Last, although minor, I recommend posting daily activities/events in the lobby or by the pool. Not everyone signs onto the television to check upcoming events. And...I recommend the front desk inform customers upfront of the room upgrade options.

This was the worst vacation and most expensive. Day 1 we travelled on a small bus that you could barely move on an hour and a half from Airport to resort. We checked in and were given the wrong room. We had ordered a king bed and got 2 queens. They told us we couldn't change rooms until the following day and it would not be until 3pm. Couldn't unpack anything and that day was a Write off. The next day had to wait until 3pm to get the right room so again another day wasted. This room was ok but during the night the ceiling started to leak which we didn't know. When we got up the next morning the floor was covered in water and the counter around the sinks was all wet. So both of us almost slipped on the wet floor and our medications and everything we had on the counter was all wet. We reported this and were told to pack up our stuff and would have to move to another room. We would have to wait again for a room, again was 3pm, another day wasted. Every time we checked to see if our room was ready we were told they were working on it and the manager was going to talk to us about some compensation.
This happened on Feb 21st, today is Feb 25th and have heard nothing from anyone, every time we ask all we get told is that the managers are working on it.
This is totally unacceptable, we deserve some compensation for the inconvenience of 3 days of our holidays.