"I’m extremely disappointed with my experience booking an excursion through the hotel’s vendor, Nexus Tours, during our stay at Royalton Antigua Autograph Collection All-Inclusive Resort.
We booked this tour as part of a birthday celebration and were really looking forward to it. On the day, we were waiting in the hotel foyer at the time advised by reception, expecting confirmation that our pickup had arrived. After waiting a considerable amount of time, we were told that the transport had already come and gone—without any attempt to properly locate or notify us.
What made the situation worse was the complete lack of support from both the reception team and the excursions/events concierge. There was no accountability, no urgency to resolve the issue, and no meaningful assistance offered while we were still on-site.
As a result, we lost £300 and missed out on an important birthday experience. This was not just a logistical failure, but a significant disappointment that impacted our overall stay.
I would strongly urge future guests to think twice before booking excursions through the hotel and to seek independent providers instead. At the very least, clearer communication and better customer care are needed to prevent situations like this from happening again."