Amazing atmosphere wonderful staff and beautiful backdrop - everyone and everything was perfect - the couple didn’t have a thing to stress over making their big day flawless

Magnificent property, it was peaceful and beautiful. Our 4 day stay was wonderful. Royal Palms is the most professional and pleasant staff with every interaction.

Checked in at 2 & was checked out before 8. Coming in, I checked in with one woman, too tired to get her name) I gave her my ID & my credit card that I booked with—because my maiden name is on my cards & not my ID. She couldn’t check me in because my ID & Cards didn’t match. No problem, I have my passport—which I had to go out the car and get. When I come back, I checked in with a guy—who didn’t even ask for the other piece of ID the first woman swore they needed. I didn’t think anything of it. He also offered me water. The one reason they got two stars is because he was so nice & friendly. As this is going on, I do realize the other customers were offered champagne upon arrival while I had to wait to be offered by a completely different person. I go to the room, I had a Junior King Suite. & something in my spirit wouldn’t settle. So I go and read more reviews of this place & they absolutely do treat Black people different here & decided that I was not going to spend my five days here for my birthday after that. Upon checking out, —a different woman was at the front, & when I told her I was checking out early, she didn’t even inquire about why we were checking out early, which told me that my feelings were absolutely correct. So Black people will probably be treated differently here. & for what it’s worth, the place is not worth the price.

I thought the place had unique charm you do not get in newer hotel resort it was like going back in time with the architecture

I anticipated waiting to write review giving the resort time to reach out to me but they have failed too. I am a blogger/nurse with a big audience. I would rate my stay a 3 and only because the grounds are very beautiful and I enjoyed taking pictures and videos of all areas of the resort. Now as far as the service it was awful from the very minute I stepped foot in the hotel to check in. Upon arriving I was told my room could not be upgraded after I explained it was my birthday and I called prior to my stay to make sure I can receive the complimentary upgrade and was told I will. The woman at the front desk forgive me I didn’t get her name but was going to call to get it. I do remember she was pregnant. She was not accommodating at all she told me she can refund my stay basically saying I can go stay somewhere else as she saw I was very disappointed. The fact she would ask that was mind blowing here it is my birthday I already purchased a $200 cabana and booked 25,0000 points to stay I asked her would you want to do all that on your birthday and have to find another resort she said with still no remorse they have weddings and very busy so I just paid a $35 upgrade fee to get a patio on the lower level with 2 chairs and a table and took the room that was not available after she had another employee show me a room that was available with a view of a street no thanks it’s my birthday I’ll wait and she definitely had me wait. Upon reading reviews I thought when u walk in you are greeted with champagne unfortunately that wasn’t my experience I got offered champagne not by the woman that checked me in and I’m assuming because she didn’t want us there but by another woman of our color after standing there for at least 10 min going back and forth about the upgrade with the pregnant woman It doesn’t end there my daughter and I went over to the Cabana we rented for the day to relieve some stress. Water was brought over and we were asked what complimentary appetizer we would like I told the guy guacamole. My daughter and I waited a very long time for the room to be ready I understand check in times but again I was told I can get a early check in. We waited over a hour for the guacamole I literally watched my watch and also seen the server serve everyone else. After a hour I flagged him down and asked did he forget about us and he said he did with no remorse and walked off. How do you forget about the guests in the cabana that paid I’m so confused. We finally got our food with no sorry or anything minutes after the room was ready no complaints with room except it needs a update it looks very old not your typical Hyatt but it goes with the theme of the resort. I also got a charge for all day alcohol on my bill I had one cocktail so I’m confused why a $60 charge was there. Next day breakfast was good at your onsite restaurant but expensive coffee and burrito almost $50 my daughter and I went to the pool we looked at the servers ask and serve everyone cold water but us we decided at that point it was time to get ready and check out we definitely didn’t fit in at this resort we called the front office to get some ice for our own cold water sonce the ice machine was not in service, ice was brought to us. For a hotel that is very costly and a Hyatt property I have never received service this bad I will shorten this review to post online but wanted to get into detail my daughter said she felt we were mistreated for the color of our skin we felt so out of place the entire time but I fail to believe that still exist well at least I hope so. I wish I could of had a better experience but I’m sorry to say I wish I would have stayed somewhere else. The guys up front outside were fantastic literally the only good service we got. I will not return or recommend this resort unless your someone that doesn’t look like us .