Apple Vacations Traveller Reviews
HOT! No Air Conditioning
We were "upgraded" from white sands to blue water. The building is 2 years old and the air condition didn't work in our room and there were a lot of different little things wrong with the hotel room. The showerhead didn't work, there was a panel in the ceiling that looked like it was about to fall through. The worst part was the lack of air conditioning in our room and all the restaurants lacked air conditioning as well. When I tried to see about getting the air fixed I kept being told they would send maintenance. Unfortunately maintenance never showed and when I asked the last time tonjust move rooms they told me there were none available. That is why I wouldn't recommend anyone I know to go and the reason I will never return to any royalton resort. Also the check-in process took us quite a while. Check in was at 3 and we didn't get in until 8 and we arrived around 5.
The walls were paper thin in our room and we were ajoined with another room. As a couple--we were not a fan of having a room that is adjoining.
Worst All Inclusive I have ever stayed at
I have already sent a written request for a partial refund to Apple, via my travel agent. Cannot believe this resort is rated at 5& gold apples. Hot water only 1 day out of 6. Rest of the week it alternated between lukewarm & cold. Mgmt was aware-said they were trying to correct the problem. Beach is small, service in Ala Cartes was mixed, but service in the Buffet was terrible (although the food was pretty good though). Constant time-share-badgering-almost every time I stepped off the elevator they were there. Also got approached in the main lobby. Never experience this level of annoyance at all the other places I have been to combined. I have been traveling with Apple for about a decade, stayed around 10 times in All inclusives in Mexico & D.R. This place has issues. Overall not great. Cannot understand where the rating came from.
We were very happy with the hotel, staff, beach, amenities, everything. We had a fantastic time. Only issue was with Apple representative, but believe the problem was just communication. A plus was Apple arranging the transportation from and to airport. We've done it on or own, but this was much easier. Terrific, relaxing vacation
Royalton white sands
We enjoyed our stay at the Royalton White Sands Montego Bay. The property was beautiful and the service was absolutely fabulous. I had two small children who loved the facilities and the staff. We will definitely go back for our vacation next year!
I could not have asked for more in a vacation spot or more so for our destination wedding! Everything was absolutely perfect!
The ac in our room went out a few times, the phone never worked and they never fixed it. The diamond club info was very vague and not worth the price to upgrade for very little differences. Apple did not make the room and diamond club distinctions clean and when we called to get clarification, the representative had no further knowledge.
This hotel and its staff really lived up to it's expectations. The hotel was very clean and modern. The staff were on the whole very friendly and attentive. We loved staying at the Royalton White Sands!
Royalton White Sands
The hotel was excellent it was the cleanest place I have ever stayed at. The only down fall is that the rooms are exceptionally small.
The tile in to swimout pool was slippery and I feel. The pool had missing tiles and too cold. They ran out of beer for the rooms for 2 days. The food was not terrible, but not great either. Someone had either throw-up or pooped in the pool and they had to close it down. I called room service to get water, I asked for 6 small bottles, they never brought to my room, when I called them the next morning, they said they have it down to bring me 6 bottles, but they only brought 4, so I had to pay for water. The lighting in the room was horrible. The toilet was in a closet like room with no lights, so if you needed to use to bathroom in the middle of the night you have to turn on all the lights for the bathroom area which lite up most of the room. Honestly I felt I wasted my money. The only thing I have good to say about the place is that the staff was nice.
TripAdvisor Traveller Reviews
I really like this hotel, clean modern rooms, excellent complimentary toiletries. The staff are fabulous, so polite, deliver a great service.
The food in the buffet restaurant is really nice.
Pool area is great, it has a lazy river and slides etc.
Some good entertainment and bars and dancing there for evening time.
The Royalton is located about 35 mins from the Sangsters international airport. Not a bad drive, as you can stop at Scotchies Jerk spot and or local vendors.
Checking in was a easy, sometimes they even have a mug of cool, refreshing red stripe beer ready for you.
The bellman and the front desk staff are very professional.
We got upgraded to the Diamond club, because it was our wedding weekend. We completed our check-in in the Diamond Club Lounge.
The grounds were well kept, stunning, great selfie moments. Just beautiful.
Our Butler Junior was very professional, always available.
Housekeepers were on point. The ROOMS ARE VERY SMALL!!!!@
This is where the hotel take a left turn, this could have been a positive review, but the fell short with water issues.
My in-laws checked in and upgraded because the room was so small. For about two days, they had no water in their room.
At one time, early morning i had to leave from my room to my mother's room, so i could use her toilet. The telephone in my mother's room didnt work for the entirety of her stay. She also had to leave from her room to another guest's room to shower.
Another friend who was there for our wedding, either could not guage the water, it was scorching hot or too cold. They also had to use someone else's shower.
I have family on the island and wanted them to visit and the $120 day pass in my opinion is very exorbitant.
Also, for the life of me, I tried to comprehend the $70 fee for my guest who were attending my wedding. We have already paid for their food and drinks, so why are my guest paying again to get on the property.
Will add more at a later time
Not A Five Star Hotel
I stayed at this hotel forty years ago when it was called the Trelawny Beach Club. Didn't like it then and my opinion hasn't changed. We joined family for a 60th birthday celebration. First let me say my experience was better than my first visit BUT we had hot water, air conditioning that worked, a great view, a phone that worked, no RATS in our room and a room where the floors didn't sweat so much you didn't have to go to the pool. Most of the staff worked hard at pleasing you and were very friendly, special shout out to Deshwan at the pool bar and Kevin who greeted us, he was excellent, also the fitness team guys were really fun.
My concerns: Why state a dress code policy for dining and not enforce it? Why do you have to have dinner reservations and then let in walk ins. Who wants to eat (at Zen) when you follow the rules with some "Jimmy Bobby" sitting there in his bathing suit and a tank top? What Japanese restaurant runs out of Sake? Turns out they just had to go to another bar and get some, but only if you made a rather loud angry statement, this happened twice. The food was good, not great and they don't listen to your order. I prefer steamed rice rather than fried rice and specifically ordered steamed rice and was told certainly but both times got fried rice. We had a birthday celebration with 16 people and had made reservations....4 walk ins arrived as a result we had two people join our party, must have been most uncomfortable for them and they had reservations!
Why do they let on that Hunters is a great steak house and then bring you a rib eye with 90% gristle in it?
The Tex Mex and Italian restaurants were great! Great service and great food.
One member of our party changed rooms 3 times due to no hot water. Finally upgraded to a Butler suite and still had no hot water. What angers me is even though he had to pay more, he still paid less than we paid and we were there for five days versus seven. My 90 year old mother-in-law was given a room with no phone service. We asked to have it fixed...(joke line amongst us) "we're working on it." Seeing as it is rather important to be able to contact her we demanded a new room for her...well she now had a phone but the floors sweat so much we had to put 10 beach towels on the floors for her to be able to safely walk bout in her room. I slipped in her room and nearly broke my neck, luckily I was able to fall towards the bed.
I have traveled to the Caribbean many times and know what to expect and I would rate this property at a 3.5 for hotels I've stayed at..
All in all there are many good things about this property and it could be a 5 star hotel in the Caribbean with a little attention and some money spent on the infrastructure. A little more attention and concern paid to the complaints of the guests. The one thing that really pisses me off more than anything else is when your talking to the desk clerk and they hold up their hand to stop you while they pick up the phone. This angers me so much as it is so rude, if my wife hadn't been there I'd have reached over the counter and pulled out the phone. I've done it before....your desk clerks need to remember I am a paying customer and if you're going to be rude to me expect the same back...I've found it works and you do get their undivided attention.
The Good, The Bad, and the Island
We just came back from a stay at the Royalton White Sands, and Iâll try to be brutally honest with this review. My wife and I were here from 11/25/2017 - 12/1/2017 for a friendâs wedding at the resort. We didnât investigate prior to booking but if we had done it over we wouldâve booked at the sister property next door Royalton Blue Waters.
-TRAINING STAFF - cannot say enough about Jeff and the rest of the training staff (Kevin, Andre and Darren). My wife pretty much lives at our Life Time Fitness, and she thought the classes here were well planned and the trainers phenomenal (very knowledgeable and great personalities). We werenât planning on working out much on vacation and ended up doing 1-2 classes minimum a day (25min classes so you got your workout quickly then back to vacation). HONESTLY, if it wasnât for this, I may have rated this resort a 3-star.
-WAIT STAFF - The wait staff 9 out of 10 are awesome! Huge shout out to Shane at the White Sands Pool bar here!! When your waiter is jumping in the pool fully clothed with a giant smile on his face, you canât help but smile!
-BARTENDERS - Again the staff is making up for any resort short-comings... Odane at the front bar at the lobby is hilarious and a talented bartender!
-TIME SHARE PRESSURE - So from the minute you check in there is on going pressure to go check out a presentation on Travel Smart. We did go check it out, and ironically signed up, HOWEVER, if youâre going to take up hours out of my vacation, invite me on another vacation specifically to pitch to me like every other Time Share. Donât take time out of my vacation (a time when I donât want to think about spending money and doing business). It was a little odd having women on our floor everyday there and you feel odd interacting b/c your first impression is them trying to sell you.
-FACILITIES - our room was a standard room. facing the âmountainsâ, essentially the back of the resort, so our view was the loading docks and the âforgottenâ areas of the resort. Iâve stayed at luxury resorts, and âhole-in-the-wallâ hostels, so itâs hard for me to be nit-picky, but our rooms did have some issues from time to time.
-FOOD - Speciality restaurants were ok at best. Wouldâve liked to have more Jamaican dishes on the resort to be honest. The jerk chicken stand on the beach was our favorite. Try to go off the resort and try Jerkies or Scotchies.
-THE BEACH - the beach is beautiful, but you will be asked if you want to buy weed every 90seconds on the dot! :) not a big deal - we just politely declined. And declined again... and 10more Times, but just remember - this is an Island, itâs a little different, not a big deal if you donât let it bother you.
All in all - fun times - again EXCELLENT workout team that made our âFITcationâ fun! When you come here just remember to channel your inner islander and donât get pulled into time shares and if the power goes out - it goes out youâll like... and if youâre facing the back of the hotel, well at least you get to see the beautiful blue mountains!
Worst Resort Experience Ever
Throughout my years of stay at All Inclusive Resorts, I must admit that the Royalton White Sands, in Montego Bay Jamaica is the worst resort experience I have ever encountered. And here are the ruinous reasons why:
The moment I stepped foot on the Royalton White Sands, Montego Bay Jamaica, property. I knew something was different. Something was off with attentiveness, quality and service. Generally, there are basic service received upon arrival, such as greeters, cold towels and even a cool drink. Surprisingly, for the first time arriving at a resort, this didnât happen.
Demand Club Lounge
Since Diamond Club Lounge access comes with my Travel Smart membership, I opted to use the services here to check-in. Access to this lounge, is promoted and sold as an experience that offers âeliteâ care and service; elevating oneâs experience from what a standard guest would receive, by adding a layer of luxury throughout your stay. Not true! And at this resort, the service is painfully far from it. This space is extremely small and congested, based on the number of guests that it invites and attracts. Hardly anywhere to sit at times, or even move about without bumping into folks; creating more of a chaotic environment, rather than the luxury lounge experience thatâs cheered and sold by the resort. The food/snack presentation is need of a major makeover. As a result of the number of guests that uses this lounge, compare to the low number of staff available to provide support (sometime one person at the desk with a number of guests waiting to be supported), quality in service suffers. The service is highly below standard and not worth it, please save your money.
My travel day started approximately 3 a.m. and upon arriving at the resort, my room was not ready by 3 p.m. as promised. I was told âthe resort was fully booked.â I had to wait almost two hours to get checked into a room. I requested some form of compensation for the inconvenience, the representative told me to speak with the Travel Smart team member to see what can be done. Strange! In speaking with the Travel Smart personnel, I was told to speak with a representative in the Diamond Club Lounge. Weird! It was obvious that no one wanted to own the responsibility to fulfill my request for compensation, it felt like a psychological ping pong board game, to get rid of me. Well, I am sorry Royalton White Sands, you took my money promising a room will be available by 3 p.m. on the day of arrival and that did not happen.
I asked to speak with a manager in the Diamond Club Lounge. This is when I met Denise, who genuinely stop to listen, even when it was obvious she had several things going on. She offered to work with the Travel Smart manager and get back. After waiting a day and with no resolve to my request for compensation, I checked in with her and she hadnât heard back from Travel Smart, so she offered complimentary hydrotherapy session in the spa. To avoid further run-around and frustration, I accepted the spa treatment. The Travel Smart office also gave me a small gift basket with a card to make up for the inconvenience; honestly, while the gesture is noted, it was an insult. Since on my last day, I had to checkout by noon, or pay $100 USD; the same should apply when a room is not available at the agreed at the time of check-in. After traveling all day, I was extremely exhausted. The avoidance between the Diamond Club and Travel Smart staff to give me a straight answer for my request for compensation for not having a room ready, was blatantly offensive and sickening. Take ownership guys, it creates a better interpretation all around.
I attempted to use the spa and hands down (no kidding), the service here was inacceptable. Is this really a spa? After checking into the spa, I was told where to go, with no direction, or assistant on how to use the facility. I waited in the hydrotherapy area for 15 minutes, no one showed up. I walked back to the front to request support. A gentleman came who turned out to be helpful; however, the sauna and the jet systems were broken; according to the staff I spoke with, these systems have been broken for weeks. Another guest came in to use the spa, who was just as frustrated that he had just paid for services that is not working and fully available. On every level, this is unacceptable!
I left the spa after 35 minutes without enjoying what was meant to be compensation for the breakdown in not having a room available at time of check-in. This is supposed to be a spa. The front desk staff needs to be trained, or retrained on the importance of providing services that caters to creating a kind, calm, caring, attentive and a relaxing experience. My gosh, it is a spa, not a night club! As a guest in a spa, I require attention and instructions. At least, assign a chaperone that provides comfort, direction and care. Some Royalton properties, offers a chaperone to support guests during hydrotherapy sessions. The spa at the Royalton White Sands, can best be described as a ridiculous nightmare. Come on guys, you can do better. Is this really a spa?
Observations - for a spa, it has glass windows and doors with full lighting from the outside; music and noise from the outside made it difficult to even relax. Needs major improvement!
The walls in the room are paper thin and the staff here agrees. I could literally hear everything in the room next door - walking, extremely loud, music, talking, even group intimate and sensual encounters and the noise and sound that comes with it. How can this be a relaxing resort experience? I mean you hear everything! A group of folks gathered in the room next door which started around 6 p.m. and went on until around 3 a.m. the next morning. I called the front desk 4 times and reported the disturbance and to no avail. I had to get me some earplugs, in order to get some rest after being so exhausted from traveling all day and waiting around for a room to become available. The next day, I requested to be move to a different room, I was told there was nothing available as the resort was completely booked. Painful!!
Every time I took a shower, there would be a pool of water outside the tub, as a result of a leak. No matter how I shifted and changed the direction of the shower head, the issue persisted. I reported this three times during my stay to the Diamond Club staff and no fix was offered. I had to spread towels all across the floor of a tiny bathroom, which also prevent proper opening and closing of the door. This was not the experience I paid for. Undesirable!
The room I stayed in, was like an ordinary and basic hotel room; nothing about this room screams resort or luxury. I was fooled! On the upside, the ladies that cleaned the room, did an excellent job. I made sure I tipped them well every day!
Typically, when I stay at a Royalton property, the Travel Smart staff would make dining reservations in advance, or when I arrive they would inquire where I would like to dine and ensure that I had fixed booking for dining. I was disappointed, to say the least. I was pretty much on my own. I dined at the buffet restaurant all throughout my stay and the food was decent. What I did observed was long lines on the outside, with several opened tables inside; staff did not replenish the buffet food lines in a timely manner; on the buffet, guest is greeted with empty food trays on buffet line; some foods like the stews were extremely oily and limited to poor choices in the dessert area. On the upside â the wait staff were extremely pleasant, I tipped them well.
After the experiencing the high quality and attentive care from the Travel Smart staff at the Royalton Negril, Jamaica back in September, 2017; the Travel Smart staff at the Royalton White Sands in Montego Bay, was a huge letdown and disappointment. I do believe most of the failed experiences I had during my stay here, could have been offset, controlled and counterbalanced if the Travel Smart support staff were visible. Honestly, I am not beating up on Travel Smart, to-date I have invested thousands of dollars. However, I am deeply regretful that I bought into a broken program, that cares more about its bottom-line and attracting new membership, than it does with truly making sure its existing members, experience what was sold to them. Remorsefully, I get that. Since I am trapped in a contract that I have already spent thousands of dollars in, I will call it as I see it. At this point, until Travel Smart changes and improves it business model and practice towards existing members; I would say this â think first (hard and long) before buying into this program. I have been promising to say more and I will.
The resort promises free Wi-Fi service; however, with so many guests using the same broadband connection, it is clogged and sometimes you canât even check a basic service as your own personal email. I made a recommendation to one of the manager to provide a different Wi-Fi connection for those who bought into the Diamond Club Lounge access. Since this is considered an elite service, why not attempt to provide exclusive Wi-Fi connection? This would ensure that the guests who paid for premium resort experience, have a dedicated channel to access Wi-Fi. As example, on December 26th, I attempted to use the printer in the Diamond Club lounge, the computer that is attached to the printer takes forever to load a simple email webpage, as it also uses the same Wi-Fi connection as the rest of the resort, (why not having a dedicated line for this service?). It was around 6 p.m. that evening and inside the lounge was extremely dark in the area where the computer and printer resides. I asked the gentleman at the desk three times to see about getting lighting, I was told again and again, they were waiting in maintenance to turn the lights on. Really? In a lounge you have to wait on someone else to turn the lights on? I also requested support a few times to get online so I could print the document, after waiting for approximately 45 minutes, I gave up. Totally frustrating occurrence. I had to get the two-page document printed in Montego Bay at a store outside the resort the next day. Now would you classify this service luxurious?
Overall Service and Experience
While my experience here was highly disappointing. The best part of my stay was sitting on the beach daily in a cabana. I was away from the overcrowded hustle and bustle of the resort. I was away from unacceptable behavior and service. It gave me time to zone out and turndown the noise volume on bad services, this was my effort to at least enjoy a portion of the resort.
I had to pay an extra $45 USD fee (that was mandatory) for a Christmas gala I never saw and experienced. How could I when the resort was booked to capacity and over populated? How could someone truly enjoy quality time at a resort thatâs air-packed like a can of sardines? The question is â whatâs more important, Royaltonâs profit and bottom-line, or luxurious service and experience as marketed? Why canât there be both? I have very few regrets in life and investing in the Royalton brand through Travel Smart is one. Painful!
Quite frankly, I am finding most of these resorts are marketing types and class of services that they are not able to provide. They do not staff well to provide the service they promised. Jamaica is known for its excellent customer service in tourism, so what happened here? Either the staff is overworked, or at this resort providing quality customer care and service is not a priority; or it could be a combination of both.
However, despite my displeasures, I would like to acknowledge Denise, a manager in the Diamond Club lounge. In our brief encounters, she honestly tried. I felt that. She didnât kick the ball down the field in hopes to get rid of me when I requested compensation for not having a room available at check-in, she made an offer (although the spa experience turned out to be horrific). Thanks for trying Denise! However, your staff must own issues and try finding resolution for your guest, instead of passing it on. This is frustrating to say the least.
Would I recommend this resort? You be the judge after all I have shared.
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