Jamaica

Royalton White Sands


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All Inclusive    

2018 Exceptional Values
Family: Two kids 12 and under Stay, Play and Eat Free in select room categories, including Diamond Club.

Be immersed in the Royalton White Sands' All-In Luxury concept with a vacation experience that's a cut above, including perks such as unlimited a la carte dining and 24-hour room service. Jamaican culture blends with luxury to create a unique experience with outstanding service and attention to detail. Located in Montego Bay, the Royalton White Sands is within easy access of the airport and the vibrant city.

352 luxury guest rooms and suites offer charming Caribbean dcor with stunning garden or ocean views and Dreambeds exclusively designed for Royalton Resorts. Guests enjoy 24-hour room service, complimentary WiFi, a private balcony or terrace, and a rain shower.

A variety of sports and activities are available throughout the day, such as beach volleyball, dance classes, cooking classes, beach and pool Olympics, aerobics classes, and a splash pool. Enjoy the waves with non-motorized watersports including snorkeling, kayaking, and scuba diving lessons. Once the sun sets, be sure to catch a live performance at the open-air theater.

Take a culinary adventure with five restaurants featuring cuisines from around the world. Two buffets offer a wide variety of local and international flavors, while a sports bar and three a la carte restaurants provide themed options, including a Japanese teppanyaki and sushi bar, an Italian trattoria, and a steak house. Six bars offer international and local brand liquors so you never go thirsty on your Jamaican beach vacation!


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HOTEL LOCATION
Royalton White Sandsis on Jamaica`s North Coast, 23 miles (35 minutes) east of Montego Bay and 30 minutes from the Airport. Ocho Rios is a 75 minute-drive from the property.
Address:
FALMOUTH


JM
Local Phone: 876-954-2450
Fax: 876-954-9923
HOTEL FACILITIES
Barber / Beauty Salon
Boutique Shops
Car Rental
Currency Exchange
Disco / Nightclub
Laundry / Dry Cleaning Service
Meeting Rooms
Parking
Physician on Call
Casino Nearby (slot machines)
Shopping Mall Nearby (Montego Bay)
Pools
Number of Pools: 4
Outdoor Pools: 4     
Four freshwater swimming pools (adults & children), two starfish shaped cold jacuzzis, four hot tubs and a waterslide.
Golf: NEARBY
Holes: 0
Tennis
Number of Courts: 4
Outdoor Courts: 4
Lighted Courts: 4
Raquet Rental Fees: Complimentary
Pro Onsite
Water Sports on Site
Sunfish Sailing: Complimentary
Scuba: Additional Charge
Snorkeling: Additional Charge
JetSki / Waverunner: Additional Charge
Waterskiing: Additional Charge
Wind Surf: Complimentary
Other Sports Available
Other Sports: Basketball, beach and pool volleyball, soccer
Health Club / Spa
Aerobics: Complimentary
Jacuzzi: Complimentary
Massage: Additional Charge
Sauna: Complimentary
HOTEL DETAILS
Royalton White Sands is a 7-story high rise with ground level cottages surrounded by 8 acres of lush tropical gardens & 1400 ft of white sand, all set within an intimate atmosphere abounding with warm and friendly service. This property features: Dreambeds, Luxurious 250 thread count sheets, Splash pool, Sports event guarantee, WiFi throughout the resort, Hassle free dining, Bluetoothe audio station and Day & night activities. Beach: Memories is situated on 1400 feet of white sand beach, and there is an area set aside especially for sunbathing. Check-in: 4:00 pm
Check-out: 12:00 noon
Total Rooms: 352
Year Opened: 1972 Credit Cards: Visa, Master Card, Diners Club, American Express
HOTEL RESTRICTIONS
Springbreakers: The hotel has the discretion to remove anyone that is acting inappropriately or causing disturbance in the hotel. They may also impose a cash deposit or credit card imprint upon arrival if they think guests will be a disturbance.
ROOM TYPES
LUXURY OCEAN DIAMOND CLUB
Luxury room includes one king bed or two twin beds, or one full and one twin bed. Room also features a private balcony with stunning ocean views, a double sofa bed, and a rain shower. Diamond Club privileges include upgraded amenities, and much more.
Other Amenities -
Air Conditioning
Room Service
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
CONNECTING LUXURY OCN DIAMOND
Same description and amenities as the Luxury Ocean View Room Diamond Club. Internal connection door allows access between two Luxury Ocean View guestrooms. Diamond Club privileges include upgraded amenities, private pool access, butler service, and more.
Other Amenities -
Air Conditioning
Room Service
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
LX PRES JAC SWIM POOLVW 1BD DC
President Suite includes one king bed, a sofa bed in a separate living area, and a large bathroom with a Jacuzzi. Suite also features pool views with swim up access, a mini bar, and Diamond Club privileges.
Other Amenities -
Air Conditioning
Shower
Room Service
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
LX PRES JAC SWIM POOLVW 2BD DC
Two bedroom suite includes one bedroom with a king bed, one bedroom with two queen beds, a separate living area, a large bathroom with a Jacuzzi, and pool views with swimout access. Room also includes Diamond Club privileges and more.
Other Amenities -
Air Conditioning
Shower
Room Service
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
LUX PRES JAC OCNVW 1BD STE DC
President Suite includes one king bed, a sofa bed in a separate living area, and a large bathroom with a Jacuzzi. Suite also features a large terrace or balcony with ocean views, a minibar, and Diamond Club privileges.
Other Amenities -
Air Conditioning
Shower
Room Service
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
CONNECTING LUXURY OCEAN VIEW
Same description and amenities as the Luxury Ocean View guestroom. Internal connection door allows access between two Luxury Ocean View Roooms.
Other Amenities -
Air Conditioning
Room Service
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
LUX PRES JAC OCNVW 2BD STE DC
Two bedroom suite includes one bedroom with a king bed, one bedroom with two queen beds, a separate living area, a large bathroom with a Jacuzzi, and a private balcony or terrace with stunning ocean views. Room also includes Diamond Club privileges.
Other Amenities -
Air Conditioning
Shower
Room Service
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
LUXURY OCEAN VIEW
Luxury room includes one king bed or two twin beds, or one full and one twin bed. Room also features a private balcony or terrace with stunning ocean views, a full bathroom with a rain shower, a double sofa bed, a minibar, and more.
Other Amenities -
Air Conditioning
Room Service
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
LUXURY ROOM
Luxury room includes one king bed or two twin beds or one full or one twin bed. Room also features a double sofa bed, a balcony or terrace with garden and mountain views, a minibar, a full bathroom with a rain shower, and more. Connecting rooms available.
Other Amenities -
Air Conditioning
Room Service
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
LUXURY JUNIOR SUITE OCEANVW DC
1 King Bed or 2 Queen Beds some with a comfortable sofa bed. Full bathroom with separated toilet, 2 washbowls and indoor Jacuzzi. Brightly decorated rooms with balcony overlooking the ocean.
Other Amenities -
Air Conditioning
Shower
Room Service
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
LUX JUNIOR SUITE SWIMOUT DC
1 King Bed or 2 Queen Beds some with a comfortable double sofa bed. Full bathroom with separated toilet, 2 washbowls and indoor Jacuzzi. Brightly decorated rooms with a swim out pool.
Other Amenities -
Air Conditioning
Shower
Room Service
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
FAMILY JACUZZI OCEAN VW SUITE
Family Suite includes one king bed, a double sofa bed, and a set of bunk beds. Room features two separate living areas, a balcony or terrace with ocean views, and a bathroom with a Jacuzzi, a minibar, and more.
Other Amenities -
Air Conditioning
Shower
Room Service
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
FAMILY JACUZZI OCN VW SUITE DC
Family Suite includes one king bed, a double sofa bed, and a set of bunk beds. Room features two separate living areas, a balcony or terrace with ocean views, and a bathroom with a Jacuzzi. Diamond Club privileges include upgraded amenities and more.
Other Amenities -
Air Conditioning
Shower
Room Service
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
DINING
Royalton White Sands features 1 meal plan options:
All Meals, Drinks & Tips
There are 6 Restaurants at Royalton White Sands:
Sports Bar - Casual atmosphere and warm service provide the perfect setting for savoring an evolving menu of grilled specialties. This is an air conditioned restaurant. Open for lunch and dinner. Dress Code: Evening Casual (dinner).
Steak House Restaurant - Inspire your senses with a fine dining experience at our stylish steakhouse restaurant. This is an air conditioned restaurant. Dress Code: Evening Casual.
Italian Trattoria - Enjoy the flavors of traditional cuisine with delicious Italian favorites serves in the heart of the hotel for a grilled lunch or a romantic evening. This is an air conditioned restaurant. Open for lunch and dinner. Dress Code: Evening Casual.
Japanese Teppanyaki/Susi Bar - Explore the best of Japanese cuisine at this a la carte dining experience. Air conditioned restaurant. Open for dinner. Dress Code: Evening Csaual
Buffet Restaurant - Discover the freshest local ingredients and enjoy the best local international flavors. Open for breakfast, lunch and dinner. Dress Code: Evening Casual (dinner).
Cafe - Baked breads, pastries, cakes, ice-cream, cappuccinos and expressos. This is an air conditioned restaurant.
ACTIVITIES & ENTERTAINMENT
Daily Activities & Entertainment:
Nature walks, mixology classes, reggae and calypso classes, beach and pool Olympics.
Nightly Activities & Entertainment:
Resident band, sing-a-longs in the piano bar, the disco opens at 10:30 every night. Weekly Manager's Cocktail Party.
CHILDREN'S PROGRAMS
Kids Club including Jungle Gym Playground, arts & crafts, kiddies pool where childrencan participate with their peers from 9am-9pm.
Applicable Ages: 6 months-12yrs
Program Fees: $5.00 perday/child

Children's Facilities
PlayGround
Game Room
Teen Disco
Babysitting Fee: fee required
Advance Notice for Babysitting: 24hr notice
Teen Activities for guests between the ages of 11 and 14 years.

Apple Vacations Customer Satisfaction Score
Hotel Average
What to expect
Food Quality
Comfort
Cleanliness
Service
130 Recommend
130 past Apple Vacationers would recommend Royalton White Sands to their friends and family



Latest Apple Vacations Review >>
TripAdvisor Web Reviews
Based on 5799reviews
What to expect
Location
Rooms
Service
Value



Apple Vacations Traveller Reviews
HOT! No Air Conditioning
ANNA H.
Aug 23 2017
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.
Customer Rating: 

EMILY S.
Apr 17 2017
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.
Customer Rating: 

Worst All Inclusive I have ever stayed at
WILLIAM K.
Oct 25 2016
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.
Customer Rating: 

Royalton vacation
CONNIE H.
Aug 04 2016
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
Customer Rating: 

Royalton white sands
LAUREN K.
Apr 26 2016
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!
Customer Rating: 

Perfection
BRENT A.
Mar 29 2016
I could not have asked for more in a vacation spot or more so for our destination wedding! Everything was absolutely perfect!
Customer Rating: 

ANGELA W.
Aug 06 2014
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.
Customer Rating: 

Excellent resort!
MARK D.
Aug 06 2014
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!
Customer Rating: 

Royalton White Sands
JAMIE T.
Jun 23 2014
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.
Customer Rating: 

BRENDA M.
Feb 15 2014
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.
Customer Rating: 

TripAdvisor Traveller Reviews
Brilliant staff
Emmytots, West Bromwich, United Kingdom
Mon Jan 22 12:02:15 EST 2018
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.

Water issues
Nadiajamv,
Mon Jan 22 03:01:48 EST 2018
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
Y7379FQsteve, Alliston, Canada
Sat Jan 20 04:40:00 EST 2018
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
Esadan,
Fri Jan 19 03:22:49 EST 2018
We just came back from a stay at the Royalton White Sands, and I’ll try to be brutally honest with this review. My wife and I were here from 11/25/2017 - 12/1/2017 for a friend’s wedding at the resort. We didn’t investigate prior to booking but if we had done it over we would’ve booked at the sister property next door Royalton Blue Waters. The Good: -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 weren’t 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 wasn’t 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 can’t 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! The Bad: -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 you’re going to take up hours out of my vacation, invite me on another vacation specifically to pitch to me like every other Time Share. Don’t take time out of my vacation (a time when I don’t 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 “mountains”, essentially the back of the resort, so our view was the loading docks and the ‘forgotten’ areas of the resort. I’ve stayed at luxury resorts, and ‘hole-in-the-wall’ hostels, so it’s 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. Would’ve 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, it’s a little different, not a big deal if you don’t let it bother you. All in all - fun times - again EXCELLENT workout team that made our “FITcation” fun! When you come here just remember to channel your inner islander and don’t get pulled into time shares and if the power goes out - it goes out you’ll like... and if you’re facing the back of the hotel, well at least you get to see the beautiful blue mountains!

Worst Resort Experience Ever
lbailey31, Baltimore, Maryland
Thu Jan 18 16:28:18 EST 2018
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 didn’t 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 “elite” care and service; elevating one’s 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 that’s 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. Checking In 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 “the resort was fully booked.” 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 hadn’t 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. Spa 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! Room Experience 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! Restaurant 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 – the wait staff were extremely pleasant, I tipped them well. Travel Smart 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 – think first (hard and long) before buying into this program. I have been promising to say more and I will. Wi-Fi The resort promises free Wi-Fi service; however, with so many guests using the same broadband connection, it is clogged and sometimes you can’t 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 that’s air-packed like a can of sardines? The question is – what’s more important, Royalton’s profit and bottom-line, or luxurious service and experience as marketed? Why can’t 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 didn’t 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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