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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
