Montego Bay

The hotel was okay. It looks stunning at quick glance, but there was a lot left to be desired. We had to wait for a reallllllly long time to get access to our room, and when we did, the bellhop grabbed our bags and then left to assist another customer. Staff encouraged us to wait for another bellhop, but we had been awake and travelling for close to 20 hours, and just wanted to settle in. When we got to our room, we noticed a lot of loose ends so to speak. Lots of paint drippings all over the curtains and headboards, grout and mudding noticed on the bathroom floor where there should've been a kick plate. I figured they were just in the process of getting things up and running, but there were a lot of things around the resort that just seemed to be slopped together? We had some challenges with housekeeping - many days our room was not cleaned until after 6pm. When we asked to have our mini bar restocked with 2 more beers instead of soft drinks, staff refused. Our concierge also managed to get us in to a meeting to talk about the resort, which turned into a high pressure sales tactic to sell us a vacation club membership - staff were rude and dismissive when we said no. Unless you got up at the crack of dawn, good luck getting a chair by the ocean, or by the pool! We had to set our towels up on the sand multiple days of our stay and no effort was made to put out any more chairs, even after asking. In addition to this, there was no bar service on the beach, which was very surprising. We had to go over to the family side to get some chairs, which kind of defeated the purpose of going to an adults only resort. Multiple days of our stay, the main buffet restaurant closed and we had to go to the family side to eat. As well, our first time dining in the Japanese restaurant, we had poor service and only got drinks in the last 5 minutes of the meal. My husband ordered a beer, and they 'ran out.' This also happened at the coffee shop - we got there at 10:30 AM, and they had run out of regular plain old coffee. Multiple nights out, for dinner, we had to wait for over an hour and a half for our meals. We wanted to use the water sports/equipment and were surprised to find out there was a $30 charge to use any equipment. The one time we went over to grab life jackets, it was closed. We were both really looking forward to this resort and vacation, and were sorely let down. It really has great potential, but in so many small ways, it failed. We are really easygoing travelers, able to be understanding about things like this - but SO many aspects of this resort were disappointing. For the price point and rating of 5 stars, it was nowhere near what it should have been.

Check in and check out The check in was slow and unorganized. We were not handled with care. After waiting 3 hrs in immigration, we had to wait another 1h for our room. So we did not get into our room until 5pm. The elevator was not working as we were told, we were on the top floor. When checking out, our flight did not leave until 7pm. Asked the checkout our room one hour later, they told us 25US per person per hour. Food The food was ok. The drinks were ok. Staff The staff at this resort was not as friendly. However found some gems such as Kemar, he was an attentive server. We got what we paid for I guess. It was not the best experience but it wasn't the worse. They need to be more client focus in my opinion.

Overall good experience. Entertainment staff and bartenders were the highlight of our week.

Overall a very good experience, location was great, activities were good, kids friendly, staff was also nice. If there were more seafood options available it would have been great, seafood options were very limited

This is a very nice hotel but very spread out. We were fortunate that most of the a la carte restaurants were in the same area as our room but it was along way to the front lobby. The grounds were very nice and clean. All the furnishings in side and out were very comfortable

This is our 2nd time at this resort and we will return for a 3rd trip. We had no complaints from 2018, but they have outdone themselves during our 2020 trip. Food was even better this time. Absolutely loved all the jerk options. Had lunch everyday at the beach buffet and it was always delicious. Love all their fish options. Ate at the steakhouse 2 different nights and steaks were perfectly cooked. Delicious. Anyone should be able to find something delicious to eat here because they cook dishes from just about every culture and are delicious. The perfect opportunity to try foods from other cultures. Room was always well maintained. Check-in staff were courteous and check-in went smoothly and Tash, our concierge was so welcoming and helpful throughout our week. Nice to see one of our favorite lobby bartenders, Patrice was still here and absolutely delightful to interact with. Our favorite beach waitress, Monique was here again this year and she did not disappoint. All the bartenders and waitresses were so friendly and you could always hear some of the waitresses singing while they worked. The entertainment staff at this resort are phenomenal and even can get the quiet and shy folks participating, which they did with my quiet hubby. These are committed and hard working people and deserve the utmost respect for the wages they make. Tipping is our number 1 priority when we vacation at these resorts and although I have witnessed many who do not, they are still treated well and with respect by the staff. We actually visited the resort next door as an option to upgrade but prefer Rose Hall Beach. Actually saw and chatted with folks from the 2 adjoining resorts and they preferred this one for various reasons. Can't say I blame them. Can't wait to return next year.

Our staywS a beautiful experience with smiles galore

Great food and service. View from beach house the best we ever had. Spread out but they have golf carts to give you a ride. Would love to go back.

This was our first time at the Hilton Rose Hall and I have to say not bad at all. The ground's and rooms are well kept, the food was great and the staff was lovely, however we noticed that they100% only cater to Americans at this resort! We were also not told to bring American money, we were told we can still bring Canadian money. Not the case!! This is also the first hotel that I've ever been to that does do money exchange!! So come prepared with your USD lol cause that's all they pretty much take! The absolute best part of this place, was the coffee shop staff!!! They always always always went above and beyond for you!! Really really nice ladies in there! We got more info and recommendations in there then the front desk gave!! Thank you ladies for all your help:)

I was quite disappointed that this hotel is advertised as a five star luxury hotel. It is not. It is old and dated and very badly in need of remodelling which I found out is being done in may. Had I known that in advance I would not have booked here. I wanted a luxury experience and this is not what I got. The room was old and musty smelling. The furniture scratched and damaged. Patches on the walls and ceilings. Mildew/mould on the sinks (at the caulking). Patio door would not lock properly. Door on the wood furniture to the hidden fridge falling off the hinges. The shower had no place to put soap or shampoo. It was missing lamps and wall art. Just left patches and holes. The only positive thing I can say about the room was the bed was comfortable and the shower head worked well. The grounds were well maintained in terms of cleanliness and nice gardens. There was lots of signs of needed repairs throughout with broken tiles, lights that did not work etc. The beach and the pool were great. The only complaint I have is that the adult pool (being the infinity pool) was the most beautiful but closed off to kids. It is also where all the entertainment took place. I didn't buy into an adult only resort and we did travel with our 9 year old son. We had to choose to either participate in the activities (although they were lacking) or give up the view of the beach or swim in another pool. The activities were strongly lacking as well. Not very well organized. Kind of boring for the most part. Again not what would be expected for a five star hotel. The pool furniture as well was mis matched, broken and often not enough to go around. The pool towels were horrible. Old. Stained and generally not enough. At 830 in the am often towels were nowhere to be found. This includes nightly entertainment. It was severely lacking. I did not find that the animation team engaged much with guests. Nor was the caliber of the shoes very good. Food at the buffet was good although there could have been a few more people working the busy stations ie the omelette station in the am and the pasta station in the pm. There were very long waits. The seating arrangements as well was a bit disorganized. Not sure why our room number was needed every time we visited. The tables were often not ready and missing things ie utensils or cups. It took long periods of time to get water and coffee/drinks. Often meals would be eaten or half eaten and still we would be waiting. Never were there spoons places at the table and long waits to get one. The people/service overall was good. Staff were pleasant and polite just not enough of them. Overall I would rate this hotel a 3.5 star stay. I was very disappointed especially given that this was a first time stay with Royalton (whom I was led to believe only had stellar hotels). This hotel was not at all what we expected. Not at all what we paid for and we were left very disappointed. Not sure I would book a ROYALTON HOTEL again.