Having visited this property six times—previously under the original Zoetry and once with Playa Resorts management—I was hesitant to keep my reservation after the transition to Royalton, as the brands differ significantly. However, once we adjusted our expectations, we had an enjoyable visit.
While the renovations to the rooms, public areas, and restaurants are tasteful, the guest room walkways, stairs, and building exteriors are showing their age and require more maintenance. Regarding the accommodations, please note that the "Queen" beds are undersized; as a 5'8" guest, my feet hung over the edge. We found the King room from our previous visit to be much more comfortable.
Our dining experience was generally good, though we were disappointed that Joya changed its menu and removed several previous favorites. Breakfast service felt understaffed and disorganized. The Italian restaurant was excellent in both service and ambiance; Jorge at the bar deserves special recognition for his exceptional cocktails. The Asian restaurant offered a unique experience with a welcoming chef, but the main courses fell short, and we did not feel the experience justified the $100 per person upcharge. Despite this, Victor and Enrique provided five-star service. Enrique has been a long tenured employee, and it was great to see him again.
The cocktail selection was good, but the wine quality was poor, and the lack of Rosado was disappointing for a beach resort. We also noted that the wine offered in the Diamond Club/Reserve was identical to the standard selection.
Housekeeping was very efficient, and the app chat was a convenient tool for room requests. While there was an initial issue with used plates left in hallways attracting animals, staff addressed this promptly after we reported it.
Pool service was a highlight. Jose was a "rock star" in his attentiveness, and Candido also provided great service. However, the resort needs a pool concierge or clearly marked bins for towel disposal, as used towels accumulated quickly when the resort reached capacity. We also thoroughly enjoyed the poolside food pop-ups and live music, particularly the piano player on Thursday.
Overall, we were satisfied with our stay. We hope management preserves the unique qualities that make this property special compared to other Royalton locations.