Royalton White Sands Montego Bay
- What's Included
- All Inclusive Features
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.
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!
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 LoungeSince 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 InMy 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.SpaI 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 ExperienceThe 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!RestaurantTypically, 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 SmartAfter 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-FiThe 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 ExperienceWhile 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.
We stayed at the Blue Waters resort, but took fitness classes at White Sands. I just want to mention how incredible the fitness team was. Jeffery, Darren and Kevin were great! I have never been on a vacation where they had such great fitness classes. There was a great variety of workouts to choose from...Bootcamps, TRX, ABS, Cardio, Kickboxing, Yoga, Water Areobics, etc... They remembered your name, kept you motivated and pushed you to give your best during the workouts.
The main issue we have with this hotel was the persistent power cuts which were largely in the evening, resulting in total blackouts, since there was no emergency lighting. We were actually in a restaurant when the power was lost and the only light available was from mobile phones. SInce the cooking was done on gas the room soon filled with smoke because the extractor fans were not working. In my opinion the lack of a back up system is a serious health and safety issue and a disaster waiting to happen. The power cuts resulted in several restaurants being closed which resulted in people walking around in the dark, actually trying to find somewhere to eat. Another issue is that after heavy rain, which is not uncommon in Jamaica there are areas of the hotel that become flooded and therefore unusable, certainly the kids club, and sports bar were out of action for several days. With regard to the rooms they are inconsistent as to whether you got an hair dryer, iron, iron board, blue tooth radio etc., There were also lots of maintenance issues in one room the balcony door would not lock, the shower head split causing water to spirt sideways, resulting in paint and plaster dropping from the wall, the toilet wouldn't flush on several occasions, the sink wouldn't hold water and of course for most of the time there wasn't any hot water, resulting in a very quick cold shower. For most of the time the aircon didn't work, we understand that this was a measure to save power. We changed our room Twice and the third one offered to us, when we checked had all the faults of our existing one so it wasn't worth moving. With regard to the food the Zen and the Italian restaurants were good, the Steak house was very disappointing and very noisy and my husband and I were both ill following a visit to the Calipso, the food at the buffet was always cold and there were long queues at various cooking stations and if you arrived at the wrong time you could be waiting outside often In the rain for a considerable time. We found that most of the staff were generally concerned about all the problems affecting the guests, but when we asked them why they don't tell their managers of their concerns, they said that if they did they would loose their jobs. We were so angry one morning we demanded to see the manager and were very lucky that he was a few feet from us, having explained to him our many problems he assured us if we returned at 3.00 a new room would be made available for us. When we returned at this time no one knew anything about our move, after a hour we were eventually offered a room which as I have previously mentioned was no better than the one we were in, so didn't move. We were actually very lucky to see a manager, as we know several people who had made appointments only for him not to arrive. Fortunately the only people in the hotel on top of the job were the TUI reps, who managed to get us a transfer to the Rose hall Suites after the end of the first week of our holiday, so we endured one week of hell and one fantastic week in a proper hotel. I consider the star rating of this hotel is grossly overstated and quite frankly wouldn't give it a two star rating. We know these problems are still on going since the TUI flight crew stay overnight in Roylton and when we spoke to them on our return journey, when asked they confirmed that there were still problems, particularly with hot water. So my advice to anyone booking his hotel is DON 'T.
Vacations packages include round-trip flights, accommodations, round-trip transfers (unless outlined below) to and from the hotel, and tourist cards (if required, unless outlined below).
If selecting an all-inclusive resort option, the package will also include the all-inclusive features as outlined by each resort.
Items not included:
- Travel insurance (mandatory if traveling to Cuba)
- Tourist cards ($10USD) if traveling to Dominican Republic with Sunwing Airlines
- Departure taxes ($20USD) if traveling to Dominican Republic with Sunwing or Signarture Vacations
- Resort fees (if applicable) must be paid directly to the hotel
- Hotel transfers for packages to USA
- Hotel transfers for packages to Europe
- Items of a personal nature
- 3 meals daily plus snacks
- All drinks (domestic beer and cocktails, select international brands)
- 24hrs Concierge services
- Kids Adventure Club (2-12 yrs)
- Teens club (13-17 yrs)
- Daily activities
- Introductory scuba lesson
- Non-motorized water sports
- Dreambeds exclusively designed for Royalton Resorts
- Luxurious 250 thread count sheets
- Splash Pool
- Hassle Free Dining
- Sports event guarantee
- Wi-Fi throughout the entire Resort
- USB recharge station
- Unlimited Luxury Dining 24/7
- Fitness Center
- Concierge Service around the clock
- Rain Shower
- Bluetooth audio station
- Day & Night activities
- Exclusive access to the Diamond Club Lounge with premium drinks & snacks
- Full service business center
- Personalized check in & check out
- Complimentary early check in / late check out (subject to availability)
- Distinctive wrist bracelet
- Selected premium drinks menu (available in lounge some restrictions apply)
- 24hr concierge service
- Mini bar restocked daily
- Pillow menu
- Daily continental breakfast service in lounge
- Upgraded room service menu
- Luxury amenities in room
- Bathrobes & slippers in room
- Dedicated butler service
- Exclusive beach area with dedicated bar
- Evening hot and cold hors d' oeuvres & afternoon snacks including decadent desserts
- 10% discount on Spa treatments and Hair dresser
- 352 Rooms
- 2 Pools
- 5 Restaurants
- 6 Bars
- Steam Room
- Fitness Center
- Spa (fee)
- Beauty Salon (fee)
- Conference facilities
- Medical Services
- Open-air theater
- Concierge services
- Gift Shop
- Laundry service
- Motorized water sports (fee)
- 1 King Size Bed, 2 Twin Beds or 1 Full and 1 Twin Beds
- Dreambed - exclusively designed for Royalton Resorts with pillow top
- Luxurious 250 thread count sheets
- Double sofa bed
- Air Conditioned
- Satellite TV
- Iron & Ironing board
- Balcony or Terrace
- Coffee Maker
- Mini Bar (water, soft drinks, beer, stocked daily)
- Electronic safety deposit box
- Private bath / rain shower and toilet
- Branded amenities and hairdryer
- Bluetooth audio station
- Garden view or mountain view
- USB recharge station
- Maximum Occupancy 5, Maximum 3 Children
Resort Location Map
Royalton White Sands Montego BayMontego Bay,Jamaica
- Hotel Contacts
- Extra Info
Highway A1, Mountain Spring Trelawny, Montego Bay Jamaica
Some restaurants may be open for certain meals only and limited visits may apply. Reservations required and dress code in effect for a la carte restaurants. Time restrictions may apply for water sports.
Child pricing may only be available with select tour operators and valid for select dates and durations. Child pricing rules are subject to change without notice. Please contact one of our vacation specialists if you require assistance with child pricing.
Photo identification and/or credit card or cash deposit may be required at check-in for incidental charges.
Extra-person charges may apply and vary depending on hotel policy. Rollaway beds and cribs (infant beds) may be available and should be requested at the time of booking; fees may apply.
Special requests are subject to availability upon check-in. Special requests cannot be guaranteed and may incur additional charges upon check-in to fulfil.
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