The Royal at Atlantis

Customer Ratings & Reviews

TripAdvisor Traveler Rating

11732 reviews

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  Friendly staff

  Ovan made my family and I feel so welcomed when we arrived at The Royal with his big warm friendly smile. He was very thorough with all my questions and super helpful! My family enjoyed our stay. Great location. Clean room.

  Feb 11, 2026
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  Not to good

  This was very disappointing this was booked for my kids birthdays your website didn't state the main water slides where closed. So no walk through aquarium no slide through the shark tank no slides on the main waterside so this was a bad experience we spent so much money and got cheated. We should have been informed that the water slides were closed they knew for weeks before our arrival. Then my kids were disappointed so I spend another 1200 on swimming with kids. This was not a good experience.

  Feb 11, 2026
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  Overall nice hotel with horrible customer service

  I will start by saying it was an overall fine experience but I am highly disappointed in a few areas that I do not feel reflect the five star experience we paid for. The first and major thing I noticed was the lack of customer service from wait staff. This was across the board, aside from my masseuse, Ashaunte.The grounds were kept extremely clean, especially for a resort with kids, I was very impressed with how clean everything was kept, the groundskeepers and janitorial staff are doing a great job. . Jerona who is normally at Stonefire but was our server at the Thai restaurant that night was so incredible. Positive attitude and when we asked for a canned drink, her response was "I can find some for you!" she went above and beyond, all with a smile on her face. The exact service and attitude I expected from staff when staying at a high end property such as this My experience at the spa was extremely disappointing from the start. The spa was doing renovations, which I was aware of and understood the need for but I asked about the sauna and plunge pool, which I had planned to use after my massage and was the reason I was comfortable paying over $300 for a massage, for the added amenities. That is when I was informed they did not have that during the renovations and I was welcome to use the steam room in the Fitness Center, which is an area provided to all guests, not just the ones paying a premium at the spa. They offered no solution such as a small discount or an added service (some of which are discounts listed on your website that i was eligible for like a discount off 75 minute service) to make up for this and due to this, I had the rest of the friends I was here with stop their reservation inquiries with the spa. Being told over and over that these things "are provided complimentary" is not an answer. For one, I booked and agreed to pay with the knowledge that this would be a provided amenity and two, it's not complimentary, it's built into the price, which is why these things are not offered to everyone on the resort, just the ones who paid for the service. The bartender at the main bar at the casino was extremely rude and acted very annoyed that we asked for a drink. This was multiple nights in a row when the bar only had, at most, two other people. Would not make eye contact, laughed and was condescending when I asked for an NA beer to tell me they didn't have any. Since you all had alcoholics anonymous meetings listed on your daily schedule, I find the condescension especially egregious. While he was the worst of the staff we encountered, this was an ongoing theme with the majority of staff. They do not look you in the eye when speaking to you, they sigh and act annoyed when asked to do anything related to their job, and have an overall bad attitude that I have never seen at such a high end resort. The fact that this was an overall experience tells me this is an Atlantis corporation environment problem and it needs to be addressed. I feel the resort was properly staffed so it was not an overworked issue, it was an attitude issue of no one offering drinks or food, and when you did get someone, they acted annoyed by it and promptly asked for a tip. We had several employees also tell us that their systems were down and could only pay cash and were given different prices for our drinks at that time, leading us to believe that not only are they pocketing the money, but that we felt we were getting scammed by prices. No one seemed to know where anything was, such as the pickleball courts that we spent over 30 minutes looking for and asked several staff members who were sitting around, seemingly to do the job of helping people around the resort and these said workers didn't offer to figure it out or ask someone else. Every worker seemed to be happy to give you the run around as long as it meant they didn't have to make an effort. This resort is not worth the money. I am very disappointed and hope they implement some major training changes.

  Feb 11, 2026
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  Our recent stay

  Location was great, food was great, select staff were subpar and not the best experience for the price paid. Personally would not return to the property.

  Feb 11, 2026
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  Waterpark Unheated, Orders in Room

  High naseaus smelling Sulfur in shower water, musty rooms, unannounced maintenance shutting down large portions or park, not heating any of the pools on cold days, and not heating the hottub is a very bad experience I was going to have 10+ additional travelers join me several flying in and told them cancel their plans due to the unheated pool and room condtions; i had specifically told them it was heated prior to my stay i also canceled our plans to stay two additional weeks due to unheated water, closures and musty rooms Please properly announce maintenance especially in off season, announce if pool won't be heated, and contact us prior to stay if there will be interruptions such as lack of pool heating or maintenance so we can reschedule the trips ; i couldn't even discuss haivung additional stay comped to add days for the lack of heating because staff was dishonest on what was going on with Waterpark Atlantis would likely be able to book up fully in winter months if they didn't actively sabotage their reputation in the winter by claiming things like heating the water when they don't Grounds are gorgeous, Waterpark is great when open it's disappointing one of the best tropical waterparks in the world is so mismanaged / misleading on water temps; I flew from a tropical climate just to come to atlantis and was therefore extremely disappointed There was not any handicap button for the west royal tower so getting stroller to the elevator lobby was a major hassle I asked to speak with general manager but was just given a manager who seemed to not have access to any information and appeared they didn't attempt to address my concerns, they did document them but didn't even collect info for follow up to ensure future stays won't have the same issues 10/10 dissappointed

  Feb 11, 2026