ON LOCATION: One Love, Two Resorts — Finding Jamaica's Heart at Royalton

During a recent visit to Royalton Negril and Royalton Blue Waters, two properties welcoming guests again following hurricane recovery efforts and extensive renovations, TravelPulse Canada experienced the kind of hospitality that makes you understand why so many Canadians return to Jamaica year after year.

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There were luxurious swim-out suites, extraordinary meals, attentive butlers who anticipated our every need, and a catamaran excursion along Negril’s breathtaking coastline.

There were sunsets so spectacular that every sunset to follow would have an impossible standard to live up to. And then there was a rainbow that appeared after a day of rain, a reminder of the moral of this story: even the darkest storms eventually give way to something beautiful.

Royalton Negril’s Miguel Arthurs, Communications Manager Trudy Ann Frazer, Diamond Club butlers Melissa and Daron share a heartfelt welcome. (Photo Credit: Natasha Lair)

Hand to Heart

At Royalton, there’s a greeting that speaks without words.

As employees pass guests, they place a hand over their hearts. The tradition began during the pandemic, when familiar ways of greeting one another were suddenly no longer possible. But the gesture remained.

And after everything Jamaica has endured, it feels heavy, yet uplifting.

So does another common greeting: “Welcome home.” It came with genuine smiles and the kind of warmth that can’t be taught through hospitality training.

At Royalton Negril, our head butler Daron had a way of making every day feel a little less hurried.

"No rush. One love," he'd say as we considered how to spend our day.

With more than two decades in the hospitality industry, he’s worked with his share of managers.

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When the conversation turned to Royalton Negril’s General Manager, Mario Davalos, his admiration was unmistakable.

“He’s for the people,” Daron told us.

It was a comment that stayed with me, particularly as we learned more about the work involved in bringing the resort back following Hurricane Melissa.

Because behind the polished suites and seemingly effortless service are employees whose lives, families and communities are deeply connected to Jamaica’s tourism industry.

Royalton Negril (Photo Credit: Natasha Lair)

A Fresh Chapter for Royalton Negril

Walking through Royalton Negril with Davalos, it was difficult to imagine the work that had taken place behind the scenes.

That, he explained, was partly the point.

Rather than simply restoring what had been damaged, the resort used the opportunity to make improvements throughout the property, introducing refreshed room concepts, new furnishings and updated décor in public spaces.

The goal was to improve the experience without losing the character that returning guests already loved.

The property holds particular significance within Royalton’s portfolio, having been among the company’s earlier resorts as it expanded throughout the Caribbean.

And it’s easy to understand why the setting is so special.

According to Davalos, approximately 90% of the property’s grounds face the ocean, making the Caribbean Sea a constant presence throughout the resort.

The complex brings together three distinct experiences: the family-friendly Royalton Negril, the adults-only Hideaway at Royalton Negril and Grand Lido Negril, an intimate au naturel retreat.

For our stay, the experience was one of complete indulgence.

Our swim-out suite offered the luxury of stepping directly into the water, while the resort’s dining options made every meal something to look forward to.

And then there was Negril itself.

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In the evening, the sky transforms into a breathtaking display of colour as the sun disappears into the sea. It’s the kind of sunset photos never do justice.

A highlight was heading out on Royalton Negril’s catamaran for an afternoon on the water, taking in the coastline before slipping beneath the sea's surface to mingle with its underwater inhabitants.

It was Jamaica at its most beautiful.

But amid all that natural beauty, it was the personal touches that made the experience unforgettable.

Two Resorts, Two Different Experiences

Our next stop was Royalton Blue Waters in Trelawny, near Montego Bay, where the atmosphere shifted from Negril’s laid-back coastal setting to a lively, family-friendly resort.

Here, too, Hurricane Melissa had left its mark.

During a walking tour, members of the sales team explained that the resort had used its closure to renovate guest rooms and suites, update decor and repair damage.

By the time we arrived, the rehabilitation work was complete, and the resort was once again welcoming visitors.

Royalton Blue Waters is particularly well suited to families, with its sprawling pool areas, lazy river, waterslides, kids’ club and daily entertainment.

For those travelling with children, there’s no shortage of ways to keep everyone occupied.

The neighbouring adults-only Royalton Hideaway Blue Waters offers a different atmosphere, with dedicated spaces for couples and adults seeking a quieter getaway.

Guests staying at Hideaway can also enjoy the shared facilities and amenities at Blue Waters, providing a balance between relaxation and activity.

The complex also includes larger accommodations, including Chairman and Presidential suites, that can appeal to multigen families and groups travelling together.

But once again, it was a conversation about people rather than pools or suites that left the strongest impression.

Royalton Blue Waters Luxury Jr Suite (Photo Credit: Supplied)

Leadership Beyond the Lobby

During our tour of Blue Waters, General Manager Valerio Lanzarotti spoke candidly about the importance of understanding the culture and people of the destination where you work.

Having spent approximately 15 years with Royalton, including time working in Cuba, he arrived in Jamaica at the end of July.

Moving between countries, he explained, requires more than learning the operational differences between resorts.
It requires understanding the people.

For him, that means spending time with his team, listening to their experiences and learning about the personal circumstances and communities that shape their lives.

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A general manager, he suggested, needs to be part of the team rather than simply oversee it.

It’s a philosophy that carries particular weight in a destination recovering from a hurricane.

At Blue Waters, our butler Leo spoke highly of his years at the resort, the support Royalton provided employees during the hurricane recovery, and the personal connection his family has developed with the property over the years.

Those conversations offered a glimpse of the relationships behind the guest experience, relationships that don’t disappear when a shift ends.

Afterall, a resort can replace furniture, repair windows and reopen its doors. But it’s the people who bring it to life.

The People Behind the Experience

For Alejandro Rodríguez del Peón, Vice President of Marketing & Public Relations at Royalton Hotels & Resorts, Jamaica’s hospitality is inseparable from the people who deliver it.

“Our Jamaican teams, or hosts as we like to call ourselves, are central to the experience we offer, and one of the greatest strengths of our resorts is the genuine warmth and personality they bring to every interaction.”

It’s something we witnessed repeatedly throughout our stay.

Rodríguez del Peón says bringing employees back together was an important priority as Royalton prepared to reopen its Jamaican properties.

The company also emphasizes professional development, training and career opportunities for its local teams.
And while the physical renovations are significant, the relationships between employees and returning guests may be just as important.

Rodríguez del Peón says some guests develop such strong connections with their butlers that they request the same person when they return.

After spending time with Daron and Leo, it’s easy to understand why.

There’s something special about being remembered, about someone knowing how you take your coffee or recognizing when you’d prefer a quiet afternoon rather than another activity.

It’s a level of personal attention that goes beyond luxury.

What Canadian Travel Advisors Should Know

For Canadian travel advisors, Royalton’s reopened Jamaica properties offer an opportunity to revisit familiar resorts with significant improvements.

Rodríguez del Peón says Canadian travellers are becoming increasingly selective about the experiences they want, looking beyond price and amenities to consider atmosphere, personalization and the overall character of a resort.

“One of the most interesting shifts we’re seeing is that travellers are no longer choosing a resort based solely on destination, amenities or price. They’re choosing the kind of experience they want to have.”

Royalton Negril offers the island’s celebrated sunsets, a beautiful beachfront setting and a relaxed atmosphere, complemented by activities, dining and water experiences.

Royalton Blue Waters is particularly attractive to families, with its lazy river, water park and entertainment options.

Both resort complexes offer adults-only Hideaway accommodations.

Royalton has also refreshed its Jamaica resort information and visual assets for travel advisors, with training, webinars and support available through regional Business Development Managers.

The company’s investment in Jamaica extends beyond accommodations and public spaces.

Solar panels have been reinstalled at Royalton Negril and Royalton Blue Waters, with the systems expected to generate more than 634,000 kWh of renewable electricity annually.

And looking ahead, Royalton plans to expand its Jamaican portfolio with the opening of the 371-suite Royalton CHIC Jamaica Paradise Cove in Runaway Bay in July 2027.

 Welcome to Jamrock

During our visit, a staff member in Negril suggested thinking about the meaning behind Damian Marley’s Welcome to Jamrock.

Jamaica’s music offers perspective; a reminder that its people face challenges, struggles and stories that visitors don’t always see.

Tourism is an important part of the island’s economy. Hurricane Melissa was another reminder of that reality. For visitors, a reopened resort may represent the return of a favourite vacation destination. For employees and their communities, recovery carries a much deeper meaning.

And perhaps that’s why the warmth we experienced felt so remarkable. Jamaicans are not untouched by hardship, but their generosity, pride and spirit thrive through it.

After the Storm

On one of our final days in Jamaica, it rained.

The kind of relentless tropical rain that turns the sky grey and makes you wonder whether the sun will make another appearance before your flight home.

Then, as the clouds finally began to part, a rainbow appeared across the sky.

Life has a way of bringing storms, some expected, others that catch us completely off guard. 

But a rainbow reminds us that storms don’t last forever, and even the most difficult ones can leave us with a deeper sense of gratitude and hope.

We arrived expecting beautiful resorts, great food and a little Caribbean sunshine. We left with a reminder that true hospitality isn’t measured in amenities.

Jamaica's greatest asset is found in the hearts of its people.

Because storms will come and go. Buildings can be repaired, resorts can reopen, and beaches will welcome visitors once again.

But the heart of Jamaica is resilient.

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