Royalton Blue Waters Montego Bay, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

7936 reviews

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  Worst customer experience ever

  I never made it to the hotel. My family and I were supposed to stay at the Royalton Blue Waters at the end of December 2025. After the big hurricane hit Jamaica in late October, we were worried our vacation would be cancelled. However, we heard nothing from the hotel. We waited because we wanted to ensure the hotel could focus on what was needed to keep it open. On November 5, weeks after the hurricane, we received an email from the hotel asking us to pay more to choose a room in advance or upgrade our room. This lead us to believe the hotel was open. We declined the upgrade and kept checking the hotel’s website for any confirmation that it was open but received nothing. Given the silence, we emailed the hotel on November 17 but they didn’t respond. On November 22, hearing no response, I called the hotel directly. Unfortunately, after trying multiple numbers, I could t get anyone to answer. This worried me so I called Royalton’s main line. When I got someone, they told me the hotel was closed through September 2026. When I asked when I was going to be told the hotel was closed, the rep had no answer. I asked her to look into this and all she said was the hotel was closed and I could cancel or transfer my reservation. I asked if Royalton would give me anything for the inconvenience of the hotel being closed and having to change everything, without ever receiving notice, and all I was offered was a bottle of champagne at an all inclusive resort. Needless to say, I cancelled my reservation and will never contemplate anything with Royalton again. Easily the worst customer experience ever. Stay away!

  Nov 22, 2025
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  It wasn’t awful but I wouldn’t stay here again.

  I was here in 2019 and decided to give it another try. This time I stayed in the right tower with a swim out and oh boy it’s anwful over there. Before we got settled in the room we waited almost 2 hours for housecleaning only to be put in a damp room, we switched rooms twice before just saying screw it. The room is in need of renovations, chipped wood, poor painting job, just disappointing. I don’t recall it being this bad on the left tower. For the price this hotel needs to do better. Customer service Apart from the staff at the front desk everyone was very friendly. If ur not traveling with children stay on the adults only side. Entertainment This was a joke 1 star for effort Food It was impossible to book at a restaurant so we did the buffet for 3 days and nope nope nope, this has gone down hill. The cafe had nice desserts. Location It’s far but there’s uber now Highlight of trip The swim out pool only! Final say It’s a hard no for me, I would not come back here.

  Nov 19, 2025
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  Nightmare

  Before I writing this I had to take some time because of what I’ve endured during my stay was so traumatizing I didn’t feel safe staying at this property or any Marriott property for the foreseeable future. In October I was one of the many people who got stuck during hurricane Melissa. As guest were trying to extend their stay and get info from the front desk staff they staff began to have an unpleasant attitude when asked for the resorts hurricane policy. A policy couldn’t be provided because they didn’t have one then tried to make it seem like it wasn’t necessary b/c we should expect them due to location. In addition, when we told them according to Jamaica’s law you can’t charge guest once a hurricane becomes active (starting Sun) they appeared to get more frustrated with us then charged almost double claiming the rate went up at 9am from what was being charged at 7am that same morning. During the storm our room flooded and we were left to clean up the mess afterwards. The damage in Trelawny was so bad we went days with no WiFi or cell service unless we went to the roof or paid to go into Montego Bay because the resort isn’t actually located there but uses the name as a front to try to get people there. As the days went on during the day male staff would appear at our door claiming to be housekeeping after housekeeping already came by and they had none of the supplies or even the uniform of the housekeeping staff. These same men even entered our room one afternoon scaring us. Once I was finally able to get a flight home I tried leaving the resort but the staff wouldn’t let me claiming they couldn’t find my paper work demanding more money out of me. Since the resort lost service & wifi they had been keeping track of things through paper even writing guest card info down because they were so greedy trying to squeeze more money out of everyone. The staff clearly couldn’t not keep up with the paper trail system and began calling me names while I was discussing this matter with them. After being fed up with their nonsense I made an attempt to leave the property telling them not to put their hands one me. As I turned away 2 men and 1 women charged after me & snatched my luggage out my hand threatening to have me arrested while all 3 hand their hands on me at the same time. This was completely uncalled for I’m truly upset and and disappointed in how the staff assaulted me. I understand the country has went through a lot and so have I by having to extend my stay when all I wanted to do was get out their way by making it home safely so the people can work to restore Jamaica. The manager watched this happened and didn’t bother to apologize on behalf of the people who assaulted me. Before the issues from the hurricane appeared overall I wouldn’t recommend this resort to anyone all the perks the resort mentioned came with low quality effort like the butler service for diamond club, the bar options were so bad I got a bottle off the resort, the food was ok, room wasn’t kept up by housekeeping besides new towels and making up your bed. Also, the property is so small you can get through it a day. You would’ve had a better time booking a cruise than booking this resort.

  Nov 12, 2025
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  Disappointing Experience and Concerns Regarding Charges at Royalton Blue Waters

  I recently stayed at the Royalton Blue Waters in Montego Bay from October 23rd to October 27th to attend a wedding. Unfortunately, my experience was marred by a series of unfair treatments and financial exploitation, which I believe stemmed from being an American citizen. Before the hurricane struck, I encountered several issues, including a malfunctioning refrigerator, leaks from the ceiling, and being locked out of my room for hours despite repeatedly informing the staff. Unfortunately, there was no sense of urgency in addressing these problems. Throughout my stay, I also struggled to get housekeeping to provide fresh linens and properly clean our rooms. The wedding party was originally scheduled to leave on Monday, October 27th, but we were unable to do so due to the storm and airport shutdowns. Despite our predicament, hotel management charged us exorbitant and inconsistent rates for additional nights, fully aware that we were stranded and had no control over the situation. Meanwhile, they were accommodating their staff and their families free of charge. When I sought clarification about these charges, I was met with rude attitudes from some staff members, notably Dorothy and Shanelle, who would either dismiss my inquiries or walk away. Once the hurricane hit on October 28th, the hotel failed to provide adequate food, proper safety measures, evacuation plans, or updated information. On October 29th, we still received insufficient food and no updates. By October 30th, the hotel began charging us $20 for a bus ride to reach an area with cellular service so we could contact friends and family back in the United States. Additionally, they started locking guests out of their rooms until further payments were made. I understand that we visited during hurricane season, but the treatment I received was deeply disheartening and unacceptable. This experience has left me feeling unsafe and has diminished my desire to return to Jamaica in the future.

  Nov 05, 2025
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  Don't go to this resort

  Royalton Blue Waters, An Autograph Collection All-Inclusive Resort Google review summary 3.9 2,774 reviews 5 ★ 4 ★ 3 ★ 2 ★ 1 ★ Reviews on other travel sites Tripadvisor 4.3/5 · 7,933 reviews Priceline 7.6/10 · 23 reviews Trip.com 3.7/5 · 95 reviews Reviews Search reviews Ms Sha 1/5 Edited 20 hours ago on Google My experience at Royalton Blue Waters was extremely disappointing. The manages were rude and unaccommodating throughout my stay. Dorthy a front desk manager, was especially unprofessional. Instead of addressing my concerns, she spoke to me with a dismissive and disrespectful attitude, which only made the situation worse. I tried to handle things calmly, but the lack of courtesy and basic customer service was unbelievable. Guests deserve to be treated with respect, not made to feel like an inconvenience. For the price and reputation of this hotel, I expected far better service and leadership. I won’t be returning, and I strongly advise others to look elsewhere if they want to be treated professionally and with care. I will say Shirleen, Ameka, Bianca, Tishanna, Vanessa, Jordan, Mariah, Jhamone and the whole vide team where amazing.

  Nov 04, 2025