We just returned from a week at the Royal Islander, and had a mixed experience - some good, some not so good, and some downright ugly.
THE GOOD: the resort & grounds are beautiful, the pools lovely, and the beach quite nice, although they are not wide due to Wilma, and there are rocks interspersed along the shore. The staff at Royal Resorts are all very pleasant and cheerful, and almost always willing to help. On-site restaurants are mediocre, but OK if you don't feel like going out.
THE NOT-SO-GOOD: Resort assigns a "personal consierge" which, on the surface seems great, but in reality they're only "promoters" interested in getting you ready for the sales pitch on buying a timeshare unit. Poolside there's plenty of competition for the chairs, with some people "staking their claim" at dawn, just to get the favored spots. Some people were so pushy about it my daughter actually was verbally abused by a guest for "invading my spot". While staff is generally helpful & positive, nobody seems to be in charge overall - each function (front desk, sports desk, tour reservations, etc.) has authority only for its own little patch of the resort world. Consequently, when a general problem crops up, there's nobody to turn to for help, so guests end up chasing through the organizational maze to try to fix the problem themselves. It's almost as if everyone is scared tio death of making a mistake by overstretching their own little bit of authority - in essence, not a good customer service philosophy. Examples of difficulties we experienced: upon arrival at the airport, nobody was there to pick us up (as promised) and they had no record of us at all; trying to cancel a dinner reservation (see below); getting a voucher for the return trip to the airport, to name a few. Tip to visitors: pay very close attention to what you sign up for (restaurant reservations, tours) because they have extremely strict cancellation policies & are ever so reluctant to give it up, once booked.
THE UGLY: Our suite was very nice - two bedrooms, livingroom, kitchen, and a lovely balcony. We settled in, and had enjoyed our accommodations for 5 days when we received a call at 9:00 p.m. on our 5th day to tell us that we had to move out of one of the bedrooms immediately because it wasn't part of the suite!! Apparently, the resort had made a mistake & left open the door of bedroom (and bath) #2, and we naturally assumed it was part of what we had rented. Rather than do the right thing and let us stay put, they INSISTED that we move out immediately, or pay extra for the 2nd bedroom. My duaghter eneded up sleeping for 2 nights on a murphy bed! This is where having someone in charge overall would have been helpful.
Another ugly: we booked a restaurant reservation but had to cancel because my daughter got sick. The resort refused to accept the cancellation and we were told we would have to pay the prix fix of $200! We protested, asked to speak to someone in charge, and were guided by our "personal consierge" to meet with a manager. When we arrived at the meeting, the two began pitching the advantages of timeshare ownership, and in the end couldn't even help us with our problem. It was offensive and galling to say the least. Only after pursuing the issue with a half-dozen other people were we finally able to get a credit for the charge.
So there you have it. My hope is that our experience was unique because it is a lovely spot, but somehow I suspect the Royal Resorts issues are more systemic. Good luck to all future visitors!




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