Horrible experience.
2 days no hot water
1 day no power
- confirmed wheel chair accessible and it is NOT, rough and dangerous pathways, stairs everywhere and many without railing
- called for cart once and had to wait an hour , had to walk across resort to complain and to get wheel chair( ant even go the whole way without stairs) they said that they sent it to the room and not the pool but they never asked for room number… had to call multiple times. happened again next day and was told they are busy but when we went by the lobby the other cart was not in use and staff was standing around.
!! The whole site is under construction and there was only one pool for the whole resort, many people upset. Heavy construction equipment working within 16’ of childrens sleep over area in the sand… cancer causing kerosene allowed into the sand in the same area…. Just seen a guy pissing in the same area with staff around doing nothing. Equipment exhaust blowing into eating areas and loud noises all day, angle grinders cutting tile endlessly for example.
- restaurants closed and others with reduced hours
- broken hand rail
-asked to meet royal staff and was stood up, my wife is disabled and has hard time travelling around and standing so this was a piss off. The royal staff ‘always’ trying to up sell the package. Asked to come to special breakfast at a specific time for what sounded like a meeting, no one arrived and the breakfast was nothing special, just regular breakfast for everyone,… I don’t appreciate being told where and when to eat
-little bugs in the room
-fan makes ticking noise in ceiling
- booked 8 months in advance and could not get a bathtub, was told “members” can’t upgrade room and that we had to upgrade “at the resort at time of check in” but everything is obviously booked months in advance
-can connect to wifi but the internet doesn’t work here. 2 staff members have admitted the the internet and then a 3rd staffer tells us it is great.
-room service didn’t bring us our food and told us where to go to get it then it wasn’t there and then we were told it would be there in 5 minutes… 50 minutes later it came.
-wife tried to get the website to order room service a second time and they told her that she ‘had’ to do it online, she explained the internet didn’t work and was put on hold for an 45 minutes before she hung up, I had to go to royal vacation office to order food.
- twice the staff hung up the phone on use while we were talking to them, each time we were not even raging, just thought they heard everything they wanted to and the conversation was done.
-needed a PIN number to get room service but no one gave it to us and couldn’t figure out that they needed to when we inquired
-sales staff told us they would make it right ‘if’ we upgraded package
-they convinced us to come to a meeting to explain our great benefits and how to use them, but actually it was just a large list of rules and regulations setting us up for a sales pitch for a member ship upgrade.

Do not waste your time and money with the royal club, they are a greedy failure.
They tried to explain that they are losing money due to construction but then had the nerve to say they are building several new resorts and renovating several other resorts.
We were told that the princess resort we have booked February/march is Not under construction but I guess we will see when we get there.
- to compensate us for all this trouble a staffer offered us free room service, we paid for “all inclusive” so it is already paid for!!
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-I recommend booking direct with any hotel you want and to NEVER deal with the royal sales staff, they are a waste of resources and space.
-children in the only adults pool…

-this was our first vacation to the royal ‘flagship’ resort and it was garbage, we are not happy at all, total waste of money.

We stayed for six days in the villas and had a guaranteed wonderful Bali bed on the beach everyday. Our restaurant servers, beach drink service, room service delivery, housekeeping, and butler were all great. The drinks themselves were fairly watered down and they pace out service for drinks outdoors.
We had a lot of issues checking in and even getting to the hotel. It was pretty poorly coordinated and the transportation people were not on point. The food quality for snacks is minimal at best (pizza, hot dogs, or burgers) and the restaurant food was OK. Neither of us had an amazing meal during our stay.
It sounds like you can pick which restaurants you want to eat at from the website, which isn’t the case as they are not open for lunch or breakfast and they rotate one or two restaurants being closed each evening. The buffet is readily available for lunch and breakfast.The room was beautiful and clean. The mattress was horrible and there was no way to not wake the other person if you needed to get out of bed.
Watch out for the aggressive people in the main building trying to get you to sign up for excursions, photographers, and time shares. Yikes. After the first day we avoided that building as much as possible. I told a planner who contacted us via text that we had other plans when he instructed us to meet him at 3:00 to go over options. He responded in shouty caps, I BEG YOUR PARDON?!?! When we couldn’t find the driver for MTS and messaged them, they responded, LOOK FOR THEM. And repeatedly sent us a brand picture of someone wearing their yellow & blue shirts. They said the driver was there, but refused to send us a picture so we would know who to look for. They sent a picture with our name on a sign. The driver later came rushing up to us from the parking lot, so it was obvious they were not present and were just trying to placate us.
We told the driver and the hotel concierge who checked our passports that we were staying in the villas, but neither of them directed us or dropped us off there. We were told to check in at the main lobby. The wait, not the line, was excruciatingly long and when we got our turn, we were told we were in the wrong place. Between the transportation and that ordeal, we lost about three hours of our first day at the resort and we were just exhausted having been up since 4 am. At our room there was a maintenance guy fixing our sliding glass door. He stayed about 20 minutes and repeatedly sprayed WD-40 and stunk up the whole room for hours.
We decided to go all out and do the best package with the plunge pool, king bed, etc. Don’t get me wrong, our room and beach access were amazing- but given the lack of activities/entertainment other than karaoke , a DJ, and bingo the quality of the food, and the restaurant and pool closures, I didn’t feel like it was worth it to go all out.
It was our first resort vacation. We were interested in a resort stay, but hesitant because it would lack cultural immersion and exposure. But the pampering and low-key beach days appealed to us. We don’t think we’ll do a resort vacation again though.
Overall, the service was great after our first day, the room and beach were fabulous, and the facilities were very clean. Special shout out to Felipe in the Italian restaurant, Jesus in housekeeper, Erika on beach service, and Jessica for her services. 7/10