"1. I upgraded to a room with a pool. However, when we got to the room, the phone did not work. I reported the phone to guest services daily and everyday they apologized and said they would get someone to fix it. IT WAS NEVER FIXED!! Therefore, my 81 year old mother and I were not able to order room service the entire time we were at the Royalton.
2. I traveled with a group of about 20-25 people and on Saturday we rented all of the Cabanas. It was either 5 or 6 Cabanas that we paid for. We were free to order any food we wanted and any top shelf drinks we wanted. We had 1 man (Kerry) who was responsible for taking care of all of us. Even when we asked Kerry's manager to help, he did not. While Kerry did the best he could, it was a lot for 1 person and I feel as though there should have been at least 2 people working the Cabana area. Because Kerry was unable to keep up with the number of drinks and food that we were ordering (25 people ordering unlimited food and drinks) we were forced to go and retrieve our own drinks. After paying for the luxury, we had to serve ourselves. This was not Kerry's fault, but it was management's fault, because he should have had help with such a large group. And we were tipping!
3. Servers in the buffet-there was a very obvious difference in how people of color, like us, were treated verses our white counterparts. We were ignored by your servers while they catered to the white guests. And we were tipping.
4 DO BETTER!"
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