I promised a review having just returned home after a two-week holiday in the Royal Suites.
Overall, the hotel is great for kids and has lots of potential but there are still too many teething problems. I have made an official complaint with the rep in resort and await an official response from First Choice. I have to say, the rep was very good and worked tirelessly to try and resolve any issues we had but she could have done with 25 hours in the day to deal with others' problems
Room: we were lucky in that we experienced no problems especially when other guests complained of having no aircon, leaking roofs, no hot water etc. That said, the patio door failed to lock properly and although we had a phone, there was no socket in the wall for it to be plugged into!
Don't be fooled into thinking that the Royal Suite rooms are actually suites! It is only the master suites which have a separate lounge area and the bathroom in the deluxe room was very small. We didn't upgrade to a jacuzzi suite and were pleased that we didn't because some are actually on the terrace area and therefore in full view of those walking past! Satellite TV is available but consists of almost entirely American or Spanish channels.
The patio furniture is made of wood and very uncomfortable with a small table so not ideal for having morning coffee, playing cards or an evening drink. Also, the hammock on the terrace is a nice idea but unfortunately, ours broke with me on it!!
As a Royal Suite guest, you have exclusive use of the Adult Only pool area, clubhouse, swim-up bar, internet access etc and speedy check in. The staff are very attentive (especially Miguel, Trinidad and Elizabeth) and nothing seemed too much trouble for them. The area is attractive and quiet, overlooking the golf course with the beach just beyond and is a great place to relax. However, there were an increasing number of people who were not entitled to be in the pool and bar area actually using the facility. As it was relatively quiet, it was less of an issue but as the season goes on, unless the issue is addressed this will become an increasing problem with sunloungers etc and you will be left wondering why you paid for an upgrade.
Food: Limited choice and varying quality. Service in the main buffet restaurant is appalling. It can take ages to find a table that has cutlery and glasses (sometimes we had to do it ourselves) and when you do get one, it can take twice as long again to attract the attention of a waiter to bring you water or any other drinks. They're very friendly but seem to have had little training. As for the food, we found that there was less choice than in other hotels in the area e.g Gran Ventana and the quality was inconsistent. As a measure, the pasta station was always busy due to it being prepared freshly while you waited. This applied to both lunch and evening meals.
The food in the Mexican a la carte is bland and on the day we visted, more things on the menu were unavailable. The Oriental restaurant is good and very attractively furnished. The italian restaurant was ok too, but parants should note that access is via the casino so your kids might be attracted by the flashing lights of the fruit machines. The Caribbean beach-side restaurant was under construction as we left, which was a shame, although we were notified before we left that is was unavailable.
Entertainment: Great for kids with lots going on all the time and friendly, helpful activity staff. In the evenings, don't expect too much entertainment for the adults and some of the shows are bit ropey! However, given the small team, the staff made valiant attempts to put on a good show.
Bars: All had friendly staff and there was a wide variety of drinks including branded spirits. You may have to wait but queues were never too much of a problem. The adult only chill out bar was very stylish but lacking in atmosphere.
As for wildlife, I was bitten by mozzies more here than at the Gran Ventana. Whether this is due to it bordering the golf course or the fact that we saw no spraying whilst we were there, Im not sure. Therefore, make sure you take adequate sprays, lotions etc as well as a plug-in electrical repellant.
Overall, we were disappointed and the hotel fell below our idea of what makes a 4 star. If you go with an open mind, manage your expectations, check your romm on arrival, you might have a good time. Families are probably better catered for and so those booked into the Adult Only area and expecting VIP treatment might be more disappointed.