September 10, 2021 To Whom It May Concern: This letter is to express my extreme dissatisfaction with your Royalton Negril property. Let me preface this by saying my family and I stayed here back in April 2019, and we had a totally different experience. What a difference two years make because we were ALL extremely disgusted by the lack of service, amenities, and overall treatment by staff here at the resort. We traveled as a party of 9 and we stayed from Sunday August 29-Friday September 3, 2021. I stayed in Room 2010, My brother (William Scott, Jr.) party of 5 stayed in Room 5201-02, and my parents and brother (William Scott Sr.) in Room 1101. We all had diamond club because we wanted to enjoy the amenities that came along with it. There were no benefits to that at all. No one ever came to replenish our beverages, the diamond club was ALWAYS out of bottled water, my parents' butler was non-existent, the housekeeping staff never had adequate towels and washcloths, and beverages were not replenished but ONCE during our stay. On Sunday, I arrive to my room (2010). I immediately notice that I was only given one washcloth. Three towels and only one washcloth. How does that even make sense? When housekeeping came to my room I was told "We are out at the moment" This one phrase became the theme of our entire trip. And "at the moment" must mean a week here at this resort because all week we could not get washcloths, yogurt, waters, butler service. Just deplorable. Let's move to Monday. We all came here to celebrate my dad's birthday. This was a very special occasion. I asked my Butler how to go about ordering a cake etc. He told me to go to Diamond club and set everything up. I was told for $25.00 I could order a cake and the butler would decorate the room for free. I told them I wanted the cake to say, "Happy Birthday Dad" and to deliver the cake to Grazie at 6pm because we had dinner reservations there. I also asked for them to decorate his room while we were at dinner and of course the answer was "Sure no problem". After dinner I asked our server to bring out the cake and she came back and informed me that there was no cake here for my Dad. I immediately got upset because I signed a paper regarding the cake first thing that morning and no cake was delivered. Furthermore, his room was not decorated at all. The entire night was an epic failure. I went the next morning to complain about not getting the cake or the room being decorated and more importantly making sure that I wasn't charged for the cake. I was assured that I would not be charged for the cake. Her specific words "If you didn't get the cake, you won't be charged". Low and behold what do you think happened when I checked out on Sunday morning? There was a $25 charge on my credit card for the cake. When I let the staff person know she makes a call and says she must wait for "confirmation" on whether I received the cake or not. How was she to confirm whether I received a non-existent cake? The fact that I was constantly treated like I was trying to get over is disgusting. On Thursday night we had dinner at Calypso. My nephew who is 16 asked for a VIRGIN pina colada and our server brought him a pina colada with EXTRA rum in it. Thank God, we caught it before he started drinking it. This is not OK. Royalton served an underaged minor alcohol. To make matters worse the server was so nonchalant about it. She shrugged her shoulders and said, "I will take it away". No apology or nothing. We will be reporting this to the alcohol board. Let me end by saying our professional network is very robust. We are business owners, doctors, Fortune 500 senior leadership, social service administrators, scientists etc. At no point, do we ever need to try and get over as we are all very successful and have lucrative careers. To have your staff turn your nose up at us, treat us like second class citizens is just sad. We tipped everyone very well even when they didn't deserve it. I will make it my personal mission to tell all I know about the horrible experience I had as well as the lack of amenities. I would hope that someone takes my concerns seriously and I receive a response back. I will be posting on all my social media outlets as well as the Better Business Bureau. Because one thing for sure is that the Royalton hotel lacked across the board but did not lack in how you kept prices the same if not more!! Shame on you Royalton. I expect a response to this letter. I will also be forwarding this to the Better Business Bureau if for no other reason because you served a minor alcohol. I am a firm believer of celebrating businesses when they get right but I am equally as passionate if not more when a business gets it wrong. And in this case Royalton Negril made several egregious missteps throughout our stay.