Beth G
Google
We recently stayed at the Royalton Blue Waters in Montego Bay and unfortunately, it was far from the experience we were expecting at an Autograph hotel. From the moment we arrived, the issues began. Check-in took an incredibly long time, and to make matters worse, our reservation was incorrect. The hotel’s systems were down, which seemed to be a recurring problem for other guests as well — we overheard a family beside us experiencing the same problem. This led to us being charged over $1000 in additional fees for an "onsite reservations" due to the error, which was frustrating. Yes, it was more expensive to book on property even though we had done so directly through Marriott before arriving.||Once check-in was finally complete, we were left completely in the dark about the resort layout, where to go for our room, or any basic details about the amenities. There was no welcome or guidance provided at all.||The resort’s amenities are primarily booked through an app, but the app was mostly unusable during our stay. We could never secure any dinner reservations, despite the restaurants being mostly empty. We stayed up past midnight every night to try and grab a reservation but none were ever available. When we did manage to get a table, it was only after tipping the host $20 USD, which felt inappropriate given the lack of availability in the first place. The food was hit or miss; it lacked seasoning and was generally bland, which was disappointing.||Room service was another issue — after the first day, it was never available. The staff, while neither rude nor overly friendly, appeared overworked and undertrained. They seemed disengaged, which contributed to the overall sense of dissatisfaction. I'd like to make it clear that this seems to be an issue on the part of management - not the employees themselves.||We decided to rent a cabana for a day, and the service was shockingly slow. The lunch options were limited to the buffet or the Jerk Hut. While the jerk chicken at the Jerk Hut was decent, the buffet offerings were incredibly bland. The bar service was equally frustrating — I had to ask multiple times for drinks to be remade with alcohol, and there was a consistent issue with bartenders pouring Red Stripe Light when I had requested the regular Red Stripe. On one occasion, we were also subjected to an inappropriate and vulgar proposition from a bartender, which was reported to management. When our friend asked for the bartender to make a drink of his choice, he said his choice would be to **** her. However, no action was taken, and the situation was brushed aside.||To make matters worse, we chose to cut our trip short due to these issues, and we were penalized with an additional $738 charge for leaving early. This was especially frustrating as the issues with the bartender and service were the primary reasons for our decision to leave.||Overall, this hotel did not live up to its status as part of the Autograph Collection. The experience was disappointing, and I would not recommend this resort to anyone looking for a relaxing, hassle-free vacation. We have been home for over a week now and have still not received an itemized bill or receipt of our stay. There are far better options in Jamaica that truly understand what service and hospitality should be.